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HP Laptop randomly goes to a black screen.

HP Pavilion 17-g121wm
Microsoft Windows 10 (32-bit)

Every once in a while the laptop screen will go to a black screen. I am not doing anything that uses a lot of graphics but I am actively using Word 2013. The backlight is clearly still on when the screen goes black. I cannot get the laptop to respond in any way noticeably while this happens other than to hit the  button, wait until the w button starts to blink, then hit the power button again. When I do this the screen comes back on. Also when the screen comes back on it resumes to right where I left of. I have scanned for virus's and found none. I have also changed the sleep and power settings to try and fix it to no avail. What is wrong with my laptop?

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HP Laptop randomly goes to a black screen.

Hi @TravisG,

 

 

Welcome to the HP Forums!:smileyhappy:

 

 

It is a terrific place to find answers and tips!

 For you to have the best experience in the HP forum I would like to direct your attention to the HP Forums Guide:

Learn How to Post and More.

 

I grasp that while you are using your notebook the display go blank or black and become unresponsive.  You are not using and graphic intensive progams, ut just using word.  To regain control you must press the power button and wait for the light to start blinking and then press the power button again.  When you do this the screen comes back on and you are exactly where you left off.   

You have scanned for viruses and malware, but none were located. You have also tried changing the power setting to no avail.

 

 

 

Have you done all your Windows updates?

 

Have you ran the  HP Support Assistant ?

 

Here is a link to  HP PCs - Sleep and Hibernate Issues (Windows 10, 😎 that could help. 

 

I would also test for hardware failures just to rule that out.

 

 

 HP Notebook PCs - Testing for Hardware Failures (Windows 10, 😎

 

Please reply back with your results.

 

Thank you  for participating in the HP Forums! We want to help you as well as others who may experience a similar issue as yourself. Please consider marking the post that resolves your issue as   "Accept as Solution"   to help other community  members!


To show appreciation for my efforts please click the   Thumbs Up icon   below.  

Best of Luck!

 

Sparkles1

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HP Laptop randomly goes to a black screen.

Hey there, I have the same laptop and I was curious to see if you have resolved the problem or if it contirues to persist? If you have been able to "fix" the issue of the screen going blank/ black, could you tell me how you did it? Thanks

 

My first purchase had the same issues, but also had other issues with it's hardrive and other components so I had to return it. This one works "ok" but will occasionally, if anything randomly, go black. The screen is obviously on but I can't see anything. 

 

Any help would be great, thanks

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Hi @brotherjon17,

 

Thank you for your inquiry.

 

I grasp that while using your notebook the display will go blank, but when it resumes you are exactly where you were.

 

If you have tried the troubleshooting in my previous response and the issue remains please try this step.

 

Go to the command prompt Admin.

Type powercfg -restoredefaultschemes and press enter.

This will restore the power setting back to defaults.

 

Please keep me updated.

 

Best of Luck!

Sparkles1

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Did that fix the issue? I'm going to buy the same laptop tomorrow, and if it have issues, I really want to know if is posible solve it
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HP Laptop randomly goes to a black screen.

Hi, did you managed to fix your blank screen problem? I have the same issue with my spectre x360. The screen would just go blank and reappear again. Please help if you have resolved it. Thanks!

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Hi @Charles35T,

 

Thank you for showing your interest in HP Support Forums. It is a great place to find the help you need, from other users, HP experts, and other support personnel. For you to have the best experience on the HP forum, you could also visit our HP Forums Guide for the First Time Here? Learn How to Post and More.

 

I see from the post that you are having issues with the computer powers on but the screen goes black randomly. Don't worry I'll try my best to help you with this,

 

To provide you with an accurate solution, I'll need a few more details:

Did you make any changes on the PC before the issue started?

When was the last time it worked (date)?

Have you tried to perform windows update?

 

In the meantime, let's start off by performing a Hard reset on the notebook:  A power reset (or hard restart) clears all information from the computer's memory without erasing any personal data. Performing a power reset might fix conditions such as Windows not responding, a blank display, software freezing, the keyboard stops responding, or other external devices locking up.

 

I would start off by updating the Bios and Chipset drivers for your PC from our HP support website, using this link.

 

Also, download and install HP support assistant on your PC. It should automatically download and install the latest updates and drivers for your PC.

 

Refer this link to know how to use HP support assistant.

 

Next thing, I would suggest here is to run the system diagnostics test from F2 (Please capture the failure ID for further assistance).

 

Please respond to this post with the details for further assistance. I'll be looking forward to hearing from you.

 

Keep me posted,

If the information I've provided was helpful,

give us some reinforcement by clicking the solution and kudos buttons,

that'll help us and others see that we've got the answers!

Good Luck.

Jeet_Singh
I am an HP Employee

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Hi Jeet,

 

Thank you for contacting me.

 

Please see my anser below.

 

Did you make any changes on the PC before the issue started? No. As it happened straight out of the box. I did not install any programs, it started flikering to black screen about two minutes after windows start screen. The screen would turn to black for a few seconds then back to windows then back again. The computer would also lag quite a bit with only one tab browser being active (Yahoo)

 

When was the last time it worked (date)? It has not worked properly since I turned the machine on for the first time. My girlfriend helped me bought the device from Best Buy on the 27th of April, and I turned it on for the first time on the 6th of May, from the moment the Windows went through setup process to the desktop screen the problem starts. The product is brand new and straight out of packaging from when I first switched it on.

 

Have you tried to perform windows update?

 

Yes I have done windows update and security update that was available to me at the time.

 

Hard Reset

 

I have done soft and hard reset, both were unsuccessful in solving the problem.

 

updating the Bios and Chipset drivers for your PC from our HP support website

 

Yes, I have updated the BIOS, chipset drivers, and graphic drivers for the HP support website under HP 13-ac000 x360 for my 2017 Hp Spectre 13.3", 4k 2-in-1.

 

run the system diagnostics test from F2

 

yes I have done the diagnostics test from F2, and everything is "PASSED"

 

I have also downloaded WhoCrashed that was recommended from HP forum, and this is what it says,

 

Computer name: CTHPSPECTRE
Windows version: Windows 10 , 10.0, build: 14393
Windows dir: C:\windows
Hardware: HP Spectre x360 Convertible 13-ac0XX, HP, 827E
CPU: GenuineIntel Intel(R) Core(TM) i7-7500U CPU @ 2.70GHz Intel586, level: 6
4 logical processors, active mask: 15
RAM: 17055526912 bytes total

Crash dump directory: C:\windows\Minidump

Crash dumps are enabled on your computer.

No valid crash dumps have been found on your computer

Crash dumps are enabled but no valid crash dumps have been found. In case you are experiencing system crashes, it may be that crash dumps are prevented from being written out. Check out the following article for possible causes: If crash dumps are not written out.

 

Please help, as I am thinking to return it to Best Buy for a replacement device, or a refund if the problem presits with the new repalcement device.

 

thank You

Regards

Charles

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Hi @Charles35T,

 

Thank you for replying,

I appreciate your time and efforts,

 

As I understand you have followed the steps suggested and still having the issue, I would suggest here is to perform a system recovery using the partition available on your PC. Doing this will wipe off everything and set the computer back to the original factory conditions. So, please remember to back up your data before initiating system recovery. If for some reason the recovery fails. The only other way to install Windows would be to order the recovery media for your laptop and using the recovery media you can install Windows. You can check if the recovery media is available online on www.hp.com/drivers by entering the exact model no. of your laptop. To find the exact model no. click here: http://hp.care/2bygf7l

 

Otherwise, you could also reach HP phone support to order the recovery media. If your product is out of warranty, please choose paid options to get the tech support number.

 

Please use the following link to create yourself a case number, then call and it may help speed up the call process:

Step 1. Open link: www.hp.com/contacthp/

Step 2. Enter Product number or select to auto detect

Step 3. Scroll down to "Still need help? Complete the form to select your contact options"

Step 4. Scroll down and click: HP contact options - click on Get phone numberCase number and phone number appear.

They will be happy to assist you immediately.

Keep me posted for any other assistance,

 

Regards,

Jeet_Singh
I am an HP Employee

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Dear Jeet, 

 

I am a little frustrated with this device, I did not expect HP computers to be this way.

 

can you just tell me where is the closest service centre for HP? My post code is 22032.

 

I just bought the device about a fortnight a go, My girlfriend is in the US, and she has the device on hand, since I am currently overseas trying to take care of this matter, so obviously the computer is still warranted.

 

Sorry for my frustration. I think it would be best if I just send it to HP service centre. 

 

Regards

 

Charles

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