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Solved!

Screen turns black while using the Touchscreen

HP Recommended
HP Pavilion x360 14-ba103ng
Microsoft Windows 10 (64-bit)

Hallo,

i was taking notes on my laptop as usual but now the screen turns black after i stop riting a word. But a second later it lights up again. After 4-5 times it stays black and won't turn on again. The only way is to force shutdown the laptop by pressing the powerbutton. I think this behavior startet after updateing to Windows 10 2004. I already checked i have no updates availabe neither by Windows Updates or the Support Assistaint. Is there any driver i have to re instal to end this?

I just noticed the same behavior while drawing with a mouse not using the touchscreen. 

 

Dominik

https://www.youtube.com/watch?v=uBNvYxa5rcg&list=WL&index=2&t=0s

https://www.youtube.com/watch?v=COkkFWAnIlM&list=WL&index=2

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HP Support Agent
HP Support Agent
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@DomeWie,

 

I reviewed your post and I understand that the screen goes black when you are writing something or when you draw.

 

Don’t worry, I assure you I will try my best to get this sorted.

 

I recommend you update the BIOS from the below link and check whether the issue is resolved.

 

https://ftp.hp.com/pub/softpaq/sp100501-101000/sp100858.exe

 

If you continue facing the issue, then uninstall the graphics driver from device manager and then download and install it from the below link.

 

https://support.hp.com/us-en/drivers/selfservice/hp-pavilion-14-ba100-x360-convertible-pc/16851098/m...

 

Here is how it is done.

 

  1. Type "Device Manager" into the search field to open the device manager console.
  2. Expand the node that represents the type of device that you want to uninstall, right-click the device entry, and click Uninstall.
  3. On the Confirm Device Removal dialog box, click OK to start the uninstall process.
  4. When the uninstall process is complete, remove the device.

NOTE: On the Confirm Device Removal dialog box, click the Delete the driver software for this device option to delete the driver package that was used for the device.

 

Let me know how it goes and you have a great day!

 

P.S: Welcome to the HP Support Community 😊

 

If you wish to show appreciation for my efforts, mark my post as Accept as Solution. Your feedback counts!

 

Cheers!

Stay Home – Stay Safe

The_Fossette
I am an HP Employee

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Hi,

thanks for the quick response. I updated my BIOS but this didn´t change anything. But uninstalling the Intel grafics driver completely and then install it new seems to work. After uninstall the Intel grafics driver the Intel Driver and Support Assistaint showed me the latest driver for Windows 2004. This update wasn´t showing before uninstalling the old driver. With this new driver the old behavior dosn´t show. I will test it more and will tell if it starts again.

But for now thanks a lot.

 

Best regards Dominik

 
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HP Support Agent
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@DomeWie

 

Thank you for the update.

 

We will observe for 2-3 days. If the issue still persists, please get back to us. We will assist you.

 

Have a nice day!!

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