06-18-2019 02:26 AM
I've had this laptop for 2 months now. I have one problem that occurs about every two days, especially when playing games (Rainbow Six Siege). The screen on my laptop just randomly turns black and I can't fix it in any way. I know that the laptop is still working becuase I can still hear everything in the game and can move. The only way that worked for me so far was restarting the laptop with the power button. I am sure that this is not normal and I want to find out what's causing this problem. As well as that I noticed that everytime I install something the installing window is all blurry.
06-20-2019 08:22 AM
Hey there! @n15k4,
Try updating the BIOS and graphics drivers on the PC to the latest version.
Update the BIOS using this link. Click Here
Update the graphics drivers using this link. Click Here
Try performing a hard reset on the PC.
Turn off the computer.
Remove the computer from any port replicator or docking station.
Disconnect all external connected peripheral devices such as USB storage devices, external displays, and printers.
Unplug the AC adapter from the computer.
Remove the battery from the battery compartment.
With the battery and power cord unplugged, press and hold the Power button for about 15 seconds to drain any residual electrical charge from the capacitors.
Insert the battery and plug the AC adapter back into the laptop, but do not connect any of the peripheral devices.
Press the Power button to turn on the computer.
The computer starts normally or a startup menu opens.
If your computer does not start after pressing the Power button, then a power reset did not resolve the startup issue. SeeAdditional resources for further troubleshooting steps.
If a startup menu opens, use the arrow keys to select Start Windows Normally, and then press the Enter key.
Restore the BIOS settings to default and check if it helps.
1. Turn off the computer and wait five seconds.
2. Press the Power button to start the computer and repeatedly press the F10 key to enter the BIOS setup menu.
3. On the BIOS Setup screen, press F9 to select and load the BIOS Setup Default settings.
4. Press F10 to Save and Exit.
5. Use the arrow keys to select Yes, then press Enter when asked Exit Saving Changes?
6. Follow the prompts to restart your computer.
Also, I would suggest you enable Fast Start-Up on the system and check if it helps. To do this, follow the steps below.
1. Open Control Panel and go to Power Options.
2. Click/tap on the Choose what the power buttons do link on the left side.
3. Click/tap on the Change settings that are currently unavailable link at the top.
4. If prompted by UAC, then click/tap on Yes.
5. Ensure that Turn on Fast Startup is checked.
6. Restart the computer.
Lastly, try running a system diagnostics test and check if the hardware components on the PC are functioning correctly.
Refer this article to know more information about running system diagnostics on your PC. Click Here
Have a great day! 🙂
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I am an HP Employee
06-22-2019 04:33 PM
Thank you very much for helping me! I have tried all of the solutions listed by you. My laptop doesn't have removable battery so I had to follow the HP article for non-removable battery laptops. I hope that the updates or changing the BIOS settings helped with the black screen. I will keep an eye out for it over the next week or so to check if this issue occurs again.