Screen randomly shuts off during Zoom calls

[LaurenRay7]

I just recently got a new HP Spectre x360 2-in-1. I have been having issues with the screen randomly shutting off (going completely black) during Zoom calls. This is the only time this happens to me but I use Zoom quite frequently so it is becoming an issue. I can still hear the audio from the call and see that my webcam is still on (indicated by the light next to it). Others on the call can still hear and see me, so my laptop has not shut off. It is not a webcam problem and it is also not a Zoom problem, as the webcam works perfectly and Zoom works fine on other devices. It is a screen issue. How can I fix this?

[Echo_Lake]

@LaurenRay7

Thank you for posting on HP Support Community.

Don't worry as I'll be glad to help, I have a few troubleshooting steps we could try to fix the issue:  

Firstly, perform Windows Update and HP Support Assistant: (do not skip any troubleshooting steps if you feel steps are repeating) 

To check for updates now, select the Start button, and then go to Settings  > Update & security  > Windows Update, and select Check for updates.

Install updates from HP Support Assistant: Go to Download HP Support Assistant to install the tool.

1. To open HP Support Assistant, double-click the HP Support Assistant icon .
2. Click My devices in the top menu, and then click Updates in the My PC or My notebook pane.
3. Click Check for updates and messages to scan for new updates.
4. Review the list of updates. Updates with a yellow information icon are recommended. Updates with a blue information icon are optional.
5. Click the update name for a description, version number, and file size.
6. Select the box next to any updates you want to install, and then click Download and install.

Configuring and Using Zoom Rooms' at https://support.hp.com/us-en/document/c06386719

For general support: Go to 'Zoom Help Center' at https://support.zoom.us/hc/en-us

For technical support: Go to 'Zoom Video Communications Technical Support' at https://support.zoom.us/hc/en-us/articles/201362003

For email support: Send an email to support@zoom.us

Hope this helps! Keep me posted for further assistance.
Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

[baddonut]

same problem and your link to Hp support site for this does not work..... so it appears from the number of posts on this on your forums it is a well known problem without HP resolving the issue.  

[Echo_Lake]

@baddonut

Thank you for posting back. 

Don't worry as I'll be glad to help, however, to provide an accurate resolution, I need a few more details:

• Have you made any hardware/software changes?
• What is the exact issue with webcam? Have you tried different app such as Skype or Hangout?
• Have you tried any troubleshooting steps?
• When was the last time it worked fine?
• What is the product number of your device? Use this link to find it: http://support.hp.com/us-en/document/c03754824
• Have you tried different browser to open the link?

Keep me posted for further assistance.