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dante091893 Honor Student
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HP ENVY Glitching

HP ENVY

Hi, I just brought my laptop last month and it is glitching its a new laptop paid a lot of money for it i brought it for school when i am doing my homework it glitches bad and then turns black and I can't do my homework I have to restart my laptop this is a problem because i can't do my homework like I want to its brand new i don't know why it is turning black

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HP ENVY Glitching

Hi @dante091893 ,

Welcome to the HP forums! 🙂 It is a great way to engage, post questions and find resolutions by working with specialists in the HP community. I reviewed the post and understand that you require assistance with the computer screen going black randomly and it needs to be restarted after that. I’ll be more than happy to assist you here. 🙂

 

At the outset, you’ve diagnosed the issue perfectly and hats off for a job well done. Kudos to you. It is always a privilege to work with technically savvy and technically competent customers like you. I take it as a privilege to share this platform with you. We value your relationship with HP and wish to serve you better. 🙂

 

First off, we need to isolate the issue to being hardware or software related. I would require more information regarding this to assist you better.

  • When does it happen usually?
  • Please provide the complete model# of the unit.
  • Have you connected the computer to an external screen to check if the unit works fine?
  • Have you checked the sleep and hibernation options?

Please perform a hard reset first. steps:

  • Power down the computer and unplug the charger. Then remove the battery only if it is a removable one.
  • Hold down the power button of the unit for 15 seconds to discharge static electrical charges inside the machine.
  • Replace the battery and reconnect the charger.

If it has a sealed battery perform a hard reset from this link: http://support.hp.com/us-en/product/hp-spectre-13-4200-x360-convertible-pc/10862116/document/c016847...

Please visit this link to run complete system diagnostics on the unit: http://support.hp.com/in-en/document/c03467259

  • Please make a note of any failure codes for possible failed components  and check if the display goes black here.

 

  • If it passes Then please visit this link: http://hp.com/drivers  to update the bios, chipset and graphic drivers.

 

Please visit this link for further troubleshooting: http://support.hp.com/us-en/document/c03383935

  • Disable Hybrid sleep from this link and Please perform all the steps in the link to try and resolve the issue.

Hope this helps. Let me know how this goes. I genuinely hope the issue gets resolved without hassles and the unit works great. Trust me I have done all I can to help by keeping your best interest in mind. Please reach out for any issues and I'll be there to assist you.

 

To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help. If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles.

Take care now and have a splendid week ahead. 🙂

 

DavidSMP
I am an HP Employee

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