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SUPPORT COMMUNICATION- CUSTOMER ADVISORY

Document ID: c06381400

Version: 1

HP Consumer Laptop PCs - Blank or Black is Displayed When Computer Resumes From Sleep Mode

Notice:: The information in this document, including products and software versions, is current as of the release date.The document is subject to change without notice.

Release date : 17-Jun-2019

Last updated : 17-Jun-2019

DESCRIPTION
The computer displays a blank or black screen when it resumes from Sleep mode. This occurs when an external USB mouse or keyboard is used to wake the computer, and the lid is opened. This occurs on computers that have been upgraded to, or shipped with Microsoft Windows 10 19H1 (Version 1903), but does not have the KB4497935 update installed.

SCOPE
The information in this document applies to the following:
Computers:
  • HP 14-dk0000 Laptop PC series
  • HP 14-dq0000 Laptop PC series
  • HP 14-dq1000 Laptop PC series
  • HP 14s-dk0000 Laptop PC series
  • HP 14s-dm0000 Laptop PC series
  • HP 14s-dp0000 Laptop PC series
  • HP 14s-dq0000 Laptop PC series
  • HP 14s-dq1000 Laptop PC series
  • HP 14s-dr0000 Laptop PC series
  • HP 14s-dr1000 Laptop PC series
  • HP 14s-dy0000 Laptop PC series
  • HP 14s-dy1000 Laptop PC series
  • HP 15-dw0000 Laptop PC series
  • HP 15-dw1000 Laptop PC series
  • HP 15-dy0000 Laptop PC series
  • HP 15-dy1000 Laptop PC series
  • HP 15s-dr0000 Laptop PC series
  • HP 15s-dr1000 Laptop PC series
  • HP 15s-du0000 Laptop PC series
  • HP 15s-du1000 Laptop PC series
  • HP 15s-dy0000 Laptop PC series
  • HP 15s-dy1000 Laptop PC series
  • HP 15s-fq0000 Laptop PC series
  • HP 15s-fq1000 Laptop PC series
  • HP 15s-fr0000 Laptop PC series
  • HP 15s-fr1000 Laptop PC series
  • HP 15s-fy0000 Laptop PC series
  • HP 15s-fy1000 Laptop PC series
  • HP 340 G5 Notebook PC series
  • HP 348 G5 Notebook PC series
  • HP 460-a200 Desktop PC series
  • HP 460-p200 Desktop PC series
  • HP ENVY 13-aq0000 Laptop PC series
  • HP ENVY 13-aq1000 Laptop PC series
  • HP ENVY 13-ar0000 x360 Convertible PC series
  • HP ENVY 13m-ar0000 x360 Convertible PC series
  • HP ENVY 15-dr0000 x360 Convertible PC series
  • HP ENVY 15-dr1000 x360 Convertible PC series
  • HP ENVY 15-ds0000 x360 Convertible PC series
  • HP ENVY 15m-dr0000 x360 Convertible PC series
  • HP ENVY 15m-dr1000 x360 Convertible PC series
  • HP ENVY 15m-ds0000 x360 Convertible PC series
  • HP ENVY 17-ce0000 Laptop PC series
  • HP ENVY 17-ce1000 Laptop PC series
  • HP ENVY 17m-ce0000 Laptop PC series
  • HP ENVY 17m-ce1000 Laptop PC series
  • HP Pavilion 11-ap0000 x360 Convertible PC series
  • HP Pavilion 11m-ap0000 x360 Convertible PC series
  • HP Pavilion 14-dh0000 x360 Convertible PC series
  • HP Pavilion 14m-dh0000 x360 Convertible PC series
  • HP Pavilion 14m-dh1000 x360 Convertible PC series
  • HP Pavilion 14q-dh0000 x360 Convertible PC series
  • HP Pavilion 15-dq0000 x360 Convertible PC series
  • HP Pavilion 15-dq1000 x360 Convertible PC series
  • HP Pavilion Gaming 15-dk0000 Laptop PC series
  • HP Pavilion Gaming 17-cd0000 Laptop PC series
  • HP Stream 11-ak0000 Laptop PC series
  • HP Stream 11-ak1000 Laptop PC series
  • HP Stream 14-ds0000 Laptop PC series
  • OMEN by HP 15-dh0000 Laptop PC series
  • OMEN by HP 17-cb0000 Laptop PC series
  • OMEN X by HP 15-dg0000 Laptop PC series
  • OMEN X by HP 2S 15-dg0000 Laptop PC series
Operating Systems:
Microsoft Windows 10 19H1 (Version 1903)
RESOLUTION
To resolve this issue, refer to the following link to download and install KB4497935.

Hardware platforms affected : HP 14-dk0000 Laptop PC, HP 14-dq0000 Laptop PC series, HP 14-dq1000 Laptop PC series, HP 14s-dk0000 Laptop PC, HP 14s-dm0000 Laptop PC, HP 14s-dp0000 Laptop PC, HP 14s-dq0000 Laptop PC series, HP 14s-dq1000 Laptop PC series, HP 14s-dr0000 Laptop PC series, HP 14s-dr1000 Laptop PC series, HP 14s-dy0000 Laptop PC series, HP 14s-dy1000 Laptop PC series, HP 15-dw0000 Laptop PC, HP 15-dw1000 Laptop PC series, HP 15-dy0000 Laptop PC, HP 15-dy1000 Laptop PC series, HP 15s-dr0000 Laptop PC, HP 15s-dr1000 Laptop PC series, HP 15s-du0000 Laptop PC, HP 15s-du1000 Laptop PC series, HP 15s-dy0000 Laptop PC, HP 15s-dy1000 Laptop PC series, HP 15s-fq0000 Laptop PC series, HP 15s-fq1000 Laptop PC series, HP 15s-fr0000 Laptop PC series, HP 15s-fr1000 Laptop PC series, HP 15s-fy0000 Laptop PC series, HP 15s-fy1000 Laptop PC series, HP 340 G5 Notebook PC, HP 348 G5 Notebook PC, HP ENVY 13-aq0000 Laptop PC (deleted), HP ENVY 13-aq0000 Laptop PC series, HP ENVY 13-aq1000 Laptop PC series, HP ENVY 13-ar0000 x360 Convertible PC, HP ENVY 13m-ar0000 x360 Convertible PC, HP ENVY 15-dr0000 x360 Convertible PC, HP ENVY 15-dr1000 x360 Convertible PC series, HP ENVY 15-ds0000 x360 Convertible PC, HP ENVY 15m-dr0000 x360 Convertible PC, HP ENVY 15m-dr1000 x360 Convertible PC series, HP ENVY 15m-ds0000 x360 Convertible PC, HP ENVY 17-ce0000 Laptop PC series, HP ENVY 17-ce1000 Laptop PC series, HP ENVY 17m-ce0000 Laptop PC series, HP ENVY 17m-ce1000 Laptop PC series, HP Pavilion 11-ap0000 x360 Convertible PC, HP Pavilion 11m-ap0000 x360 Convertible PC, HP Pavilion 14-dh0000 x360 Convertible PC, HP Pavilion 14m-dh0000 x360 Convertible PC, HP Pavilion 14m-dh1000 x360 Convertible PC series, HP Pavilion 14q-dh0000 x360 Convertible PC, HP Pavilion 15-dq0000 x360 Convertible PC, HP Pavilion 15-dq1000 x360 Convertible PC series, HP Pavilion Gaming 15-dk0000 Laptop PC, HP Pavilion Gaming 17-cd0000 Laptop PC, HP Stream 11-ak0000 Laptop PC, HP Stream 11-ak1000 Laptop PC, HP Stream 14-ds0000 Laptop PC, OMEN X by HP 15-dg0000 Laptop PC (deleted), OMEN X by HP 2S 15-dg0000 Laptop PC series, OMEN by HP 15-dh0000 Laptop PC series, OMEN by HP 17-cb0000 Laptop PC

Operating systems affected : Not applicable

Software affected : Not applicable

Support Communication Cross Reference ID : IA06381400

HP Inc. shall not be liable for technical or editorial errors or omissions contained herein.The information provided is provided "as is" without warranty of any kind.To the extent permitted by law, neither HP or its affiliates, subcontractors or suppliers will be liable for incidental, special or consequential damages including downtime cost; lost profits; damages relating to the procurement of substitute products or services; or damages for loss of data, or software restoration.The information in this document is subject to change without notice.HP Inc. and the names of HP products referenced herein are trademarks of HP Inc. in the United States and other countries.Other product and company names mentioned herein may be trademarks of their respective owners.

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