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Screen goes black on new HP laptop

Anonymous
2023-01-17T06:30:21+00:00

EDIT: So I ended up factory resetting and wiping my laptop from the login screen and it seemed to fix the problem. However, as soon as I tried to install Windows 11 as part of the set up, the screen went black again.

I’ve left it plugged in and the power on (with the black screen still up) for almost 2 hours in case it was part of the update, but the screen is still black and un usable.

Unless I force shut it down and factory reset it again, I cannot do anything else on the laptop.

I would prefer to use Windows 11 but I’m unsure how to install it if it crashes my laptop every time.

Original Post:

I am currently setting up a new HP laptop and the screen keeps going black (but not completely off) after about 1 minute.

The only way I’ve been able to turn it back on, is to force shut the laptop down and restart it.

When the screen is off, no keyboard buttons work (including ctrl alt delete and ctrl alt esc) and there is no mouse either.

I don’t believe the laptop came faulty as this problem only started when I had to restart the setup to use a different Microsoft account.

Windows for home | Windows 11 | Windows update

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  1. Anonymous
    2023-01-17T06:34:47+00:00

    The issue you describe sounds like it could be related to the power settings on your laptop. Here are a few things you can try to troubleshoot the problem:

    1. Check the power settings: Go to the Control Panel and click on Power Options. Make sure that the power plan is set to "High Performance" and that the "Turn off the display" setting is set to "Never".
    2. Check the "hardware button" settings: Go to the Control Panel and click on Device Manager. Go to the Monitors section and right-click on the monitor. Click on Properties and go to the Power Management tab. Ensure that the "Allow the computer to turn off this device to save power" option is not selected.
    3. Update the Drivers: Check in your Device Manager if there are any updates available for your graphics driver and update them.
    4. Update Windows: Go to the Windows settings and check for updates.
    5. Check the BIOS settings: Restart your laptop, press the key that enters the BIOS settings (F2, Delete, or Esc), and look for the power settings. Make sure that the settings are not set to conserve power.

    If none of these solutions works, it might be worth contacting HP for further assistance.

    8 people found this answer helpful.
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  2. Anonymous
    2023-01-17T07:25:03+00:00

    Hello Jess, sorry about your problems.

    If sophiakaile's solutions don't work, try uninstalling the graphics card and reinstalling it.

    To do this, right-click on the start menu and select "Device Manager".

    Under "Display Adapter", right-click on the graphics card driver and "uninstall".

    Then restart the computer and Windows will automatically reinstall the Windows default driver.

    Then do the update as suggested above or if it's an NVidia or ATI card, go to the website of the manufacturer in question and download the latest driver available and install it.

    3 people found this answer helpful.
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  3. Anonymous
    2023-01-17T07:57:10+00:00

    New laptops should be trouble free.

    At the time of the sale the computer manufacturer is responsible for the hardware and the OEM software.

    Contact HP for a Return Merchandise Authorization (RMA).

    Plan to run the HP UEFI hardware diagnostics:

    https://ftp.hp.com/pub/softpaq/sp143501-144000/sp143798.exe

    After the download of the latest version > power on the computer > repetitively click F2 or F10

    Run the HP UEFI hardware diagnostics overnight while sleeping > system > extensive > loop until error > the next day if it has made two or more loops > click esc > take pictures > post images or share links displaying the tests performed with results into this thread using one drive, drop box, or google drive

    Repeat the testing with the HP Windows hardware diagnostic running the component tests: graphics

    If you prefer to continue torubleshooting:

    https://support.microsoft.com/en-us/windows/troubleshooting-black-or-blank-screens-in-windows-51ef7b96-47cb-b454-fcab-fac643784457

    2 people found this answer helpful.
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