Updating graphics driver results in blank screen and frozen laptop

[Ukojesita]

Wondering if anybody experienced a similar issue and found a solution.

My laptop's screen would always go black and the laptop would freeze when trying to start it.

All recovery attempts failed; hence decided to install clean copy of 'old' Win 10 Home OS.

Everything is fine till the graphics driver is updated to Intel HD 620 version; then, the laptops misbehaves in exactly the same way. Now I am stuck with a laptop with rubbish graphics driver that cannot receive any updates (would have update to the latest version of Win 10; not possible as it also automatically updates the graphics driver and everything crashes again).

Any help would be greatly appreciated.

Tomas

[The_Fossette]

@Ukojesita,

Welcome to the HP Support Community!

I reviewed your post and I understand that you are facing issues with the sleep mode.

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

I recommend download and install the graphics driver from the below link and check if it helps.

https://ftp.hp.com/pub/softpaq/sp96501-97000/sp96661.exe

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

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

Cheers!

[Ukojesita]

Error message received. Driver not suitable for the OS version 10.0.10240

[The_Fossette]

@Ukojesita,

I recommend you follow the steps in the below article and perform a reset on the computer and check if it helps.

https://support.hp.com/in-en/document/c04742289

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

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

Cheers!

[Ukojesita]

Tried. No use. Everything is fine till the update of the graphics driver is performed. The screen goes black.

I need a driver that works please.

[Riddle_Decipher]

@Ukojesita If you've performed a reset and yet the issue persists, this could be a hardware malfunction and to confirm the same, I suggest performing a hardware test using the below steps:

Install the latest version of the HP Hardware diagnostics (UEFI) on your device using this link: Click here for details

• Hold the power button for at least five seconds to turn off the computer.
• Turn on the computer and immediately press Esc repeatedly, about once every second. When the menu appears, press the F2 key.
• On the HP PC Hardware Diagnostics (UEFI) main menu, click System Tests.
• Click Extensive Test.
• Click Run once, or Loop until error.
• While the test is running, the time remaining and test result for each component display on the screen.

If a component fails a test, write down the failure ID (24-digit code) for when you respond back to us.

[Ukojesita]

Three passes, no error. My temporary solution is using Windows Enterprise OS with a group policy not allowing auto update of the graphics driver (using basic MS driver).

 

[Riddle_Decipher]

@Ukojesita If all hardware tests have passed, you may want to make use of an HP Recovery media instead of using a retail copy of windows,

you'll need to order a recovery media: Click here for steps Or you may also attempt to download the same using the steps on this link: click here

For details on how to perform a successful reset: click here

If you wish to thank me for my efforts, you could click on "Accept as solution" on my post as the solution should help others too.