Screen slowly fading to black

[grace172]

Recently got this new computer and I only use it to run ArcGIS Pro for my college course. every so often it will randomly fade to black and I have to do a manual restart to get it back on. I have contact HP for multiple tickets and they don't seem to have a solution for me! I am no computer expert but I am getting desperate for help! I have attached photos and numbered them in order of how it fades.213

[Irfan_06]

Hi @grace172,

Welcome to HP Support Community.

Thank you for posting your query, I will be glad to assist you.

I understand you're experiencing an issue with your Laptop screen fading while using an application.

I apologize for any inconvenience this may have caused, I'm here to help you today.

Please follow the below steps to fix the issue.

Kindly refer to the steps on this link to update the BIOS.

Make sure you keep only the charger plugged in while updating the BIOS for your PC.

Click on the + sign next to BIOS and then download the file.

Open the file and follow the on-screen instructions to complete the update.

Install all the pending updates for the Windows operating system following the below steps.

go to Start > Settings > Update & Security > Windows Update and select Check for updates. If the upgrade is available for your device and you want to proceed, download and install it.

If the issue still persists, please click on this link for advance troubleshooting.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

I hope this helps.

Take care and have a great day ahead!

Irwin6

HP Support

[grace172]

The BIOS is up to date and so is the Windows.

[Irfan_06]

Hi @grace172,

I am sorry to hear that the above steps did not help much but i do appreciate your efforts in performing the troubleshooting steps.

Follow the below steps to access the BIOS menu to confirm hardware failure.

1) Hold the power button for at least five seconds to turn off the computer. (Wait for a few seconds after releasing the power button)

2) Turn on the computer and immediately press Esc repeatedly, about once every second. When the menu is displayed, press the f10 to access the BIOS menu.

If the issue appears on the BIOS, there is an issue with the hardware.

Take care and have a great day ahead!

Irwin6

HP Support

[grace172]

Just tried it now, and while on the BIOS screen it did not fade to black. It has happened maybe 5 times in the last few months so it's not Every Time I use it. I just want to make sure if something is wrong with the computer to take care of it while it is under warranty. It seems to happen at random. 

[Irfan_06]

Hi @grace172,

If the issue appears while using a particular application, then it could be an issue with the appilcation.

Please update the application.

Uninstall and reinstall the application.

Keep it under observation and if the issue still persists. Get in touch with us to assist you further.

I will be archiving this case for now. However, you can respond to the same thread to continue the conversation. 

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

Take care and have a great day ahead!

Irwin6

HP Support