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schinks
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Screen randomly goes blank - restart required

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HP ENVY x360 - 15t-bp100 CTO
Microsoft Windows 10 (64-bit)

The display on my laptop goes black randomly, almost exclusively when not being used.  The only way to get the display back is to power down (holding down the power button) and restarting.  I have removed the cover and checked the connection from screen to motherboard and it appears solid.  Does anyone know what the cause of this is and how to troubleshoot\fix it?

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Riddle_Decipher
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@schinks Here's what you need to do, to identify the issue and resolve it accordingly:

  • If not done already, check if it works fine on the BIOS screen to identify if it's either a hardware or a software issue:
    • If it works fine on the BIOS (Accessed while tapping F10 during a restart) it's a software issue & I suggest attaching an alternate monitor to your device and creating a new user account to check if that works better, for starters)
    • However, if it doesn't work within the BIOS either, I'm afraid it's a hardware malfunction.

While you respond to that, I have a few more steps that should help: 

Perform a power reset (no data loss) using these steps: Click here, proceed to next step if this works

Attempt to run a test from the HP hardware diagnostic tool, using this link: Click here for details.

 

If the issue appears on the diagnostics, it could again, determine a hardware failure,

If they don't appear on bios & the hardware tests passed: please update the BIOS & Chip-set drivers from the HP website using this link: Click here

 

if the issue persists, reinstall windows using the recovery partition or the recovery media to fix the issue,
use this link for details on performing the recovery: Click here

 

P.S: Welcome to HP Community 😉

 

Keep us posted,

If you would like to thank us for our efforts to help you, 

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!

Riddle_Decipher
I am an HP Employee

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schinks
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I apologize for not responding back to this sooner.  I did a windows reset and the issue persists but now with BSOD sometimes.  The hardware diagnostics reported no errors.  I started a new thread with more info here.  

 

Thanks,

Cory

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