Screen isn't working

[Bryanscar85]

My sons chromebook screen has stopped working after he came home from school. 

Appears to be a dead display 

[zoey7886]

@Bryanscar85, Welcome to the HP Support Community!  

Thanks for reaching out about your query regarding your screen isn't working! 

We're thrilled to have the opportunity to assist you and provide a solution.  

Try these steps:

Hard reset your Chromebook

For Chromebooks, follow the steps below:

1. Turn off your Chromebook.
2. Press and hold Refresh and tap Power.
3. When your Chromebook starts up, release Refresh.

Tips:

• You can also press and hold Back + Refresh + Power for at least 10 seconds.  

Test the PC functionality using an external display.

Let me know if the issue persists on an external monitor as well!

Let me know how it goes!

Take care, and have an amazing day!  

Did we resolve the issue? If yes, Please consider marking this post as "Accepted Solution" and click "Yes" to give us a helpful vote - your feedback keeps us going!  

Regards, 

[Bryanscar85]

Hi I have attempted the above mentioned steps and still have not resolved this issue.

Will it be under warranty for repairs?

If not can I have the part number to replace the screen?

Thank you 

[zoey7886]

@Bryanscar85, Thanks for getting back to us! I appreciate you trying the troubleshooting steps. Let's see if we can get this sorted out for you.

Since the hard reset didn’t resolve the issue, let’s dig a little deeper:

External Display Test – Have you tried connecting the Chromebook to an external monitor or TV using HDMI (if available)? If the external display works, the issue might be with the built-in screen rather than the graphics chip.
Backlight Check – When you turn on the Chromebook, do you notice a faint image on the screen if you shine a flashlight on it? This can help determine if the backlight has failed.
Physical Damage – Since this happened after school, do you notice any cracks, pressure marks, or signs of damage on the screen or hinges? A loose cable or impact damage could be a factor.

As for warranty coverage, that depends on your device’s purchase date and warranty status.

Let me know how it goes!

Did we resolve the issue? If yes, Please consider marking this post as "Accepted Solution" and click "Yes" to give us a helpful vote - your feedback keeps us going!  

Regards,