Screen goes black

[Jack123455]

When i let my laptop sit for a while the screen turns black. some times i can move the mouse and the screen turns back on(rest mode), and some times i have to tap the power button(sleep mode). However some times the screen goes black and the computer is still running. The led in the power button and mute button is still on and the fans are running. Nothing happens when i try to move the cursor, use the keyboard, or tap the power button. To get it to work i have to restart the whole pc by holding the power button to turn it off and then turn it back on. Can someone please help me with this issue?

[praveen196]

@Jack123455 Welcome to HP Community!

Please provide the correct product number.

Note: Please ensure the complete product name/number for a quicker response from the community, as we need to know what we are dealing with to provide an accurate solution: 

Click here for steps on finding the information we need!

Remember: Do not share any of your personal information such as serial, phone number, email ID, etc.

http://support.hp.com/us-en/document/c03754824

Keep us posted,

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Give us a virtual high-five by clicking the 'Thumbs Up' icon below, followed by clicking on the "Accept as solution" on this post, 

Have a great day!

[Jack123455]

Product name:HP Spectre x360 Convertible 15-bl1XX

Product nuber :Z4Z38UAR#ABA

[Jay_G24]

@Jack123455,

Try the steps in the document -Computer Starts but Screen Remains Blank 

Let me know how this goes!

[Jack123455]

It did not help...

[praveen196]

@Jack123455

I understand your concerns.

In that case, I would suggets you contact our phone support and check for the support option. They will help you.

Here is how you can get in touch with phone support.

1)Click on this link - www.hp.com/contacthp/

2)Select the product type.

3)Enter the serial number of your device or select let HP detect your product option.

4)Select the country from the drop-down.

5)You should see the HP phone support number or Chat option listed.

We are experiencing longer than expected wait times to reach an agent due to the CoViD-19 impact and there might have been issues in you getting the expected resolution on the issue. 

Have a nice day!!

[Jack123455]

I cant afford calling you.

[praveen196]

@Jack123455

I understand your concerns.

In that case, contact the local service center for repair.

Have a nice day!!