HP All in one with a J3710 CPU Screen switches off/on while working

[EastCoastTravel]

Hi HP support 

Sorry if this is posted in the wrong place 

HP All in one with a J3710 CPU Screen switches off/on while working 

it has been around 5 months after purchase (today 6th May 2017)

and it happens everyday the switching off and on of the screen while working 

i would like to know what is causing this or better how to fix this 

Thank you 

[IT_WinSec]

Hello @EastCoastTravel

Welcome to the HP Support forum.

** If your PC shuts off with a warning from Windows (some message on screen), then this is software issue and is connected to Windows (e.g. Windows Update) , some 3rd party software (good or bad).

Do you get a blue screen error message ?

** If the PC shuts down without any warning, it could be hardware issue.

Please, check this article for reasons for the PC to turn off unexpectedly - could be motherboard, battery, overheating, etc....

>> http://www.computerhope.com/issues/ch000689.htm

>> https://support.hp.com/us-en/document/c01657439

Follow the instructions in the articles. Also download and run the free Speccy to check the hardware's temperature > http://www.piriform.com/speccy

 Please, perform some basic hardware checks

1. Please, shutdown the computer using the power button

2. Power it on.

2.1 As soon as you press the power-on button, immediately begin hitting the Esc button (like tap-tap-tap).

This should open a HP Startup Menu

3. Choose F2 to open System Diagnostics. Follow the on-screen instructions to perform System Test >> Quick test.

This will check major hardware componets for issue (do it just in case) . Here is more info >> https://www.youtube.com/watch?v=6JXUp43ahHA

If there are no system checks/no quick tests, perform HDD and RAM check.

If there is a Component tests, you may also test the Motherboard and battery

Let me know the test results.

[EastCoastTravel]

Hi again 

maybe i wasn't clear enough so i will try and explain it again 

** If your PC shuts off with a warning from Windows (some message on screen), then this is software issue and is connected to Windows (e.g. Windows Update) , some 3rd party software (good or bad).

NO. PC did not shut down ONLY the screen switches off & on, while in active!

Do you get a blue screen error message ?

NO, There was no Blue screen! 

** If the PC shuts down without any warning, it could be hardware issue.

again , The PC did not shut down ONLY the screen switches off and on ,while i'm active.

i just would like to know what is wrong with the creen & the possibility of fixing this problem.

are you meaning to say that this case never happened ? or that HP didn't test all devices before selling them ? 

Thank you 

[IT_WinSec]

---

@EastCoastTravel wrote:

NO. PC did not shut down ONLY the screen switches off & on, while in active!

---

Hi,

I am sorry - it was my fault - since this is All in one device, I thought you mean the entire PC shuts down.

In this case - it could be :

- software issue - please, check your Power settings in Control Panel

Win 10 > https://www.tenforums.com/tutorials/2843-change-power-plan-settings-windows-10-a.html

WIn 7 > https://www.howtogeek.com/howto/9090/learning-windows-7-manage-power-settings/

- software issue with drivers for the video card - please, update your drivers especially for the video card > https://support.hp.com/us-en/document/c03330139

- hardware issue - monitor/graphic card/motherboard

Did the issue start recently ?  Have you performed some Windows update or other updates/changes ?

If you click on Start button, type  winver

and start the winver app, what is the Windows 10 version/build  ?

[IT_WinSec]

---

@EastCoastTravel wrote:

i just would like to know what is wrong with the creen & the possibility of fixing this problem.

are you meaning to say that this case never happened ? or that HP didn't test all devices before selling them ?

---

I do not work for HP, I am not officially employed by HP Inc. Therefore, I cannot comment officially on behalf of HP. All I say is personal opinion.

I did not say this never happened before with any PC.

HP does not test literally all devices. No vendor tests all their devices. Let me explain what I mean  :

Nowadays, all the technology stuff (laptops, computers, printers, electronics, smartphones, components, displays, etc... ) is produced by machines in factories. Additionally, all the componets are part of other smaller components. From every type of model, there are literally hundreds or thousands of copies made in the factory. Of course all componets go through different type of quality control BUT no human tests manually the entire set of produced devices when they have been made ready (all of them one by one).

Since they are machine made (machine makes another machine), it is believed that the machine does not make mistakes and produces equal copies. For example, company X produced 50 000 laptops of a single model  - when it was made - they test very deeply and in details 10 of them (for example) on random bases but cannot test all of the 50 000 that were produced.

- If there is some issue found during the examination in these 10 randomly tested copies, it is believed all of the 50000 have this issue.

- If no issue is found in the 10 test copies, then it is believed none of the 50 000 copies have this issue. 

And this method is/has been working fine with any vendor/any manufacturer within technology/food/any industry.  This is how the tech industry works basically (the above are examples only)

Hope this helps. Cheers!

[EastCoastTravel]

Hi Again 

just here to correct my typo 

"PC Did not shut down ONLY screen switches off / on while i am active ."

did all the checks, and everything passed .

so i don't know what is wrong with it. 

Power options for the Display is set to never go down 

Thank you 

[IT_WinSec]

How about the drivers - did you check for updates ?

What is your Win 10 version/build ?

Did the problem start recently ?

Please, answer all these queries. Thanks

[EastCoastTravel]

checked all the drivers already , all seem to be up to date. 

Windows is Windows 10 

Problem started 4-5 months after purchase. 

[IT_WinSec]

The reason I ask about your Windows version is because recently Microsoft release a new update for its Windows 10 called Creator's Update. As you probably know, Windows 10 a lot different than previous Windows versions because it forcibly updates its own automatically without user interaction and it releases major upgrades, major new versions about 2 times per year. This new upgrade has created some issues for some users and this is available since the end of March.

Please, run winver again and check if you have build 1703 - this is Creator's update.

However, if you purchased your PC 6 months ago and if the issues started recently but you use build 1703 now, your PC did not initially come with 1703 but with 1607 (known as Anniversary update). If you run 1703 now it might have caused the issue due to some incompatible software, due to bug in Windows, faulty driver, etc...

I suggest you restore your PC to factory default condition which will restore your Windows to initial condition >> http://hp.dezide.com/ts/start.jsp?guide=HPSystemRecovery.net&as=true&section=ccweb&SFS=tdoc&language...

After restoring to factory default condition, you can block Creator's Update using this method here > http://www.windowscentral.com/how-delay-windows-10-creators-update-your-pc-and-why

Let me know if you decide to do so and if you see an improvement.