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HP PCs - Computer starts but the screen remains blank (Windows 11, 10)

There are many reasons that a computer cannot startup or boot into the Windows operating system. If your computer does not start or boot, you might see or hear symptoms to indicate the general area of the problem.

Use the procedures in this document if the LEDs turn on to indicate that power is available and the sound of a fan or spinning hard drive can be heard, but no colors, images, or text are displayed on the LCD screen.

If the computer does not turn on (no lights or sounds) or the screen displays an error message, see HP PCs - Computer does not boot or start.
If the computer does not turn on and LED lights blink or you hear beeping sounds, see HP Notebook PCs - Computer beeps or a light blinks during startup.

Perform a hard reset

If your computer suddenly fails to boot properly, perform a hard reset (power reset).

For detailed instructions on resetting your computer, see HP PCs - How to Power Reset Your Computer.

Performing a Hard or Forced Reset on Your HP Notebook (Fixed Battery)

In this video, we will learn how to perform a hard reset on your HP Notebook with a non-removable battery. Sometimes called a forced reset, this allows you to clear the memory if Windows or other software are unresponsive or if there are problems with the display or the computer.

Turn off the computer.
Disconnect the AC adapter.
Remove any discs from the disc drive.
Remove memory cards from the card reader slot.
Disconnect all nonessential peripheral devices, such as printers, scanners, external hard drives, and USB flash drives.
With the AC adapter unplugged, press and hold the power button for approximately 15 seconds.
Reconnect the AC adapter, and then turn on the computer.

Note:
If an error message is displayed, see Troubleshooting Error Messages on a Black Screen During Startup or Boot.

Otherwise, continue with the troubleshooting procedures in this document.

Connect an external monitor to test the screen

The screen might remain black when there is a corrupted graphics driver or a problem with the LCD screen back light. To test the screen, attach an external monitor and restart the computer. This test is helpful if the screen is black, but you can hear that the computer is operating.

Note:

If you do not have an external monitor, it might be possible to see an image by switching to low-resolution mode. To change the resolution, turn on the computer, and then press the f8 key. If the screen is working at the BIOS level, a text screen is displayed and you can select the Enable low-resolution video option. If the screen is not working at the BIOS level, contact an authorized repair center.

Connect an external monitor to the laptop. See HP PCs - Connecting a monitor, projector, or TV (Windows) for instructions.
If the computer screen is not displayed on the external monitor, press f4 or the key with this symbol until the screen image is displayed.
If an image is displayed on the external monitor, there might be a graphics driver conflict with the notebook LCD screen. With the external monitor connected, go to HP Customer Support - Software and Driver Downloads. Download and install the latest graphics and chipset drivers for your specific computer. If an updated BIOS version is available, see HP Consumer Notebook PCs - Updating the BIOS (Basic Input Output System) (Windows) or HP Business Notebook PCs - Updating the BIOS (Basic Input Output System) to update the BIOS.

If the screen is still black after updating the chipset and graphics drivers and BIOS, continue to the next procedure.

If an image is not displayed on the external monitor, the LCD screen might be defective. Contact HP for technical assistance or send the notebook for service.

Recover the notebook BIOS

When you upgrade the BIOS on your notebook, your hard drive stores a copy of the previous BIOS version. As long as the hard drive remains functional, you can recover and install the last good version of the BIOS.

Note:

Follow these steps even if the monitor is blank.

Turn off the computer.
Connect the notebook to a power source using the AC adapter.
While the notebook is off, press and hold the Windows + b key press combination.
While still pressing the Windows + b key press combination, press the power button for one second, and then release the keys.

The power light remains on, and the screen remains blank for about 40 seconds. You might hear beeping sounds. The HP BIOS Update screen is displayed, and the BIOS update begins.

Test for memory module problems

When you try to turn on a computer, one of the first hardware tests performed is the memory check. If the start-up test cannot access the memory chips, the testing stops and no additional actions can be taken. When you press the power button, the LEDs might glow for a moment and a fan might start to spin, but then all action stops.

Note:

This problem must be resolved before you can boot into the BIOS or Windows and perform any other tests.

Some notebook PCs have two memory slots and two memory modules. If you experience a black screen error, the problem could be with one of the memory modules or with one of the memory slots, or one of the modules might not be seated properly in the slot.

To determine if a memory module is causing the failure, try to isolate the problem by using the following procedures.

The memory module compartment on most notebooks is located on the bottom of the case. The exact position varies by model. However, on some models, the memory compartment is under the keyboard. See your User Guide or Maintenance and Service Guide for the exact location of memory modules on your notebook.

Testing memory in HP PC Hardware Diagnostics

The Memory Tests include a Fast Test, Quick Test, and an Extensive Test. First run the Fast Test (three to five minutes). If the Fast Test does not find a problem, run the Quick Test (about 10 minutes). If the Quick Test does not find a problem, run the Extensive Test (about 45 minutes) which also has a Loop Until Error option.

Follow these steps to run the Fast Test:

Hold the power button for at least five seconds to turn off the computer.
Turn on the computer and immediately press esc repeatedly, about once every second. When the menu appears, press the f2 key.
On the HP PC Hardware Diagnostics (UEFI) main menu, click Component Tests.
On the Component Tests menu, click Memory.
Click Fast Test.
Click Run once. The Fast Test begins.
When the Fast Test is complete, the screen displays the results.

If the memory passes the Fast Test but there is still a problem with the computer memory, run the Quick Test.

If the memory passes the Quick Test but there is still a problem with the computer memory, run the Extensive Test. This test can take 45 minutes or longer.

If the memory fails a test, do the following:
1. Click Troubleshoot.
2. Follow the on-screen instructions to attempt to resolve the problem, and then click Yes.
3. If the problem is not resolved, click Yes to contact HP Customer Support.
4. Write down or copy the failure ID (24-digit code) and product ID for when you contact HP Customer Support. The information is also available in Test Logs on the main menu.
5. If your computer is online, click NEXT to go to the HP Customer Support website.
  
  If your computer is offline, use your mobile device to scan the provided QR Code and access HP Customer Support.
If the memory passes the Extensive Test but there is still a problem with the computer memory, test for memory problems using the memory self test.

Test for memory problems using the memory self test

If the computer can access part of the memory, it might be possible to access the BIOS Setup Utility and perform a memory self test to identify other memory issues. If the computer cannot boot to the BIOS Setup Utility, try removing and reseating the memory and the hard drive, and then repeat the following steps to perform the memory self test.

Connect the AC adapter to the computer.
Turn off the computer and wait 5 seconds.
Press the power button to start the computer, and then repeatedly press the f10 key to enter the BIOS Setup Utility.
In the BIOS Setup Utility, use the right arrow and left arrow keys to navigate through the menu selection to find and select Diagnostics.
Use the up arrow and down arrow keys to select Memory Test.
Press enter, and then select Yes to perform the memory test.
After the test is completed, press f10 to Save and Exit, then press enter to Exit Saving Changes.

If the test fails, one or more of the memory modules might not be seated properly. Check for and reseat loose memory modules.

Reseat the memory modules

A loose memory module might cause your notebook to fail to start or display an image. To fix this, take the memory module out of the memory slot and then reseat it. See your User Guide or Maintenance and Service Guide to find the memory module location on your notebook.

Note:

Some computers might not have a cover that provides access to the memory. Have the computer serviced if you cannot access the memory.

Note:

Removing and reseating memory modules requires the use of tools to partially disassemble the computer. If necessary, take the computer to an HP authorized service provider for technical service.

On the HP Customer Support page, enter your serial number, product number, or product name in the Search field and click Submit. Alternatively, you can click Or, let HP detect your product to have your computer information detected for you.
Click the link on the search results page that matches your computer.
Click Manuals, and the click either Maintenance and Service Guide or Upgrading and Servicing Guide to review specific memory reseating procedures for your computer.

After reviewing the steps in the maintenance and service guide, if you are not confident in performing the memory reseat procedure yourself, contact an HP authorized distributor for technical assistance.

Note:
If someone other than HP reseats the memory, any damage caused by the memory or by a person trying to reseat the memory is excluded from coverage under the product warranty. The customer assumes all risk and liability for damages for any such action.

If the computer fails to boot to the Windows desktop, test each memory module and memory slot if there are more than one. Otherwise, test for hard drive problems.

Test a memory module

Only one memory module is required for the computer to operate. If two memory modules are installed, each memory module should be tested in the computer independently of the other.

To test a memory module, use the following steps:

With the AC adapter and battery disconnected, remove all memory modules, and then insert one memory module into the first slot.
Connect the AC adapter and turn on the notebook. If the computer starts normally, the memory module is functioning correctly.
Remove the AC adapter and turn off the notebook.
Then, repeat the same procedure for the second module. If the computer starts normally, both memory modules are good.
Reseat all memory modules, connect the AC adapter, and then turn on the notebook.

If the computer starts into the Windows desktop, no further action is needed. However, if the computer still stops at the black screen, continue by testing the memory slots.

Test a memory slot

To test each memory slot individually, use the following procedure.

After testing the memory modules, turn off the notebook, and then disconnect the AC adapter.
Insert one memory module into the second slot, connect the AC adapter, and then turn on the notebook.

If the computer starts normally, the memory slot functions correctly.
Remove the AC adapter and turn off the notebook.
Then, repeat the same procedure for the second slot.

If the computer starts normally, you have verified that both memory modules and memory slots function correctly.
Reseat the memory, connect the AC adapter, and then turn on the notebook. If you do not feel comfortable reseating the memory yourself, take the computer to a computer retailer and ask them to reseat it for you.

Test for hard drive problems

A computer might fail to start due to an issue with the hard drive. To test for hard drive problems, you can use these procedures.

Test for hard drive problems with the hard drive self test

When you try to turn on a computer, one of the preliminary hardware tests performed is the hard drive connection check.

If the start-up test cannot access the hard drive, the testing stops and no additional actions can be taken. When you press the power button, the LEDs might glow for a moment and a fan might start to spin, but then all action stops. Removing and reseating the hard drive can restore the connection and allow you to perform other hard drive tests.

Note:

This problem must be resolved before you can boot into the BIOS or Windows and perform any other tests.

Many computer problems are related to soft failures (or degraded performance) on the hard drive. The HP Hard Drive Self Test repairs soft errors on the hard drive, but it does not report the errors. After the test is complete, restart the computer to see if the test repaired the problem you were experiencing.

Use the following steps to test the hard drive in a computer using the hard drive self test.

Connect the AC adapter to the computer.
Turn off the computer and wait 5 seconds.
Press the power button to start the computer, and then repeatedly press the f10 key to enter the BIOS Setup Menu.
Use the left arrow and right arrow keys to navigate through the menu selection to find and select the Primary Hard Drive Self Test option. Depending on your BIOS, this option might be found following Diagnostics or Tools.
Select Primary Hard Drive Self Test, and then press the enter key to start the test.

Note:
The exact wording for your particular BIOS might be slightly different.

The Hard Drive Self Test performs a Quick Test followed by a Comprehensive Test. During each test, the window displays a status bar and an estimated time to completion.
- If any test fails, contact HP service and support for instructions on how to order a replacement hard drive.
- If all the tests pass, the hard drive is not damaged. Test for hard drive problems using HP PC Hardware Diagnostics.

Test for hard drive problems using HP PC Hardware Diagnostics

HP PC Hardware Diagnostics provides multiple tests to test the hard drive on your computer and confirm hardware failures. First, run the Quick Test (two to three minutes). If the Quick Test does not find a problem, run the Extensive Test (two hours or more). It can run once or loop until an error occurs.

Note:

For information about HP PC Hardware Diagnostics, including installation instructions for the latest version, see HP PCs - Testing for hardware failures in Windows 10.

Hold the power button for at least five seconds to turn off the computer.
Turn on the computer and immediately press esc repeatedly, about once every second. When the menu appears, press the f2 key.
On the main menu, click Component Tests.
In the Component Tests menu, click Storage > Quick Test.
Click Run once. The Quick Test begins.
If the computer has more than one hard drive, select the drive to test. To test all the hard drives, select Test All Hard Drives.

When the test is complete, the screen displays the results. Test results are also available in the Test Logs on the main menu.
If the hard drive passes the Quick Test, but there is still a problem with the hard drive, run the Extensive Test. This test includes the SMART Check, Short DST, Optimized DST, and Long DST. To run these tests individually, select them from the Storage Tests menu.
If the hard drive fails a test, click Troubleshoot.
Follow the on-screen instructions to attempt to resolve the problem, and then click Yes.
If the problem is not resolved, click Yes to contact HP Customer Support.
Write down or copy the failure ID (24-digit code) and product ID for when you contact HP Customer Support. The information is also available in Test Logs on the main menu.
If your computer is online, click NEXT to go to the HP Customer Support website. If your computer is offline, use your mobile device to scan the provided QR Code to access HP Customer Support.

Contact HP Customer Support

Contact HP Customer Support for further assistance if the issue persists.

Go to HP Customer Support - Contact.
Enter your product serial number to view warranty status and to change your location, if necessary.
Select a support option. Support options vary by country/region.

After the computer starts into Windows normally

After you have completed the troubleshooting process and your computer has booted normally into the Windows operating system, follow these procedures.

Run HP Support Assistant to update HP software and drivers.
Run Windows Update to update the operating system and software.
Run an antivirus program to remove any viruses or malware.

Additional support options

Try one of our automated tools or diagnostics

Ask a question on our HP Support Community page

Get in touch with one of our support agents

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