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Andy
Andy, Computer Consultant
Category: Computer
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Experience:  11yr exp, Comp Engg, Internet expert, Web developer, SEO
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How do I fix my black screen issue on HPenvy20 runningin

Customer Question

how do I fix my black screen issue on HPenvy20 runningin windows 10.
Submitted: 8 months ago.
Category: Computer
Expert:  John replied 8 months ago.

Hello my name is***** will be assisting you today. I am sorry to hear that you are having such trouble. I will try my best to help you

Sir is this a all in one touch-smart PC?

Could you please provide the full model of it?

Sincerely,
John

Note: - Please reply using the box below.

Customer: replied 8 months ago.
envy20 #20-d113w
Expert:  John replied 8 months ago.

Thank you.

Did this problem started after you updated to windows 10?

Expert:  John replied 8 months ago.

Also are you able to see the HP start-up logo when you turn on the computer?

Customer: replied 8 months ago.
Been running 10. For a while. Started after wake up from sleep.
Expert:  John replied 8 months ago.

OK are you able to see the HP start-up logo when you turn on the computer?

Customer: replied 8 months ago.
No
Expert:  John replied 8 months ago.

Turn on the computer immediately press F2 key repeatedly and see if it shows BIOS settings screen.

Customer: replied 8 months ago.
Pressed held no bios
Expert:  John replied 8 months ago.

OK restart the PC again then press and hold esc key and see if it shows HP logo with options.Let me know

Customer: replied 8 months ago.
Nothing
Expert:  John replied 8 months ago.

Other than hard drive spinning sound can you hear any beep sounds when you power up the system?

Expert:  John replied 8 months ago.

sir did you get my previous reply,if so please answer.

Sincerely,
John

Customer: replied 8 months ago.
No.
Customer: replied 8 months ago.
No beeps just hear the drive working
Expert:  John replied 8 months ago.

Thank you for the update,this seems like a hardware issue but before jumping to such conclusion please do the following

1.Remove the power adapter to the PC then remove all USB devices connected to the PC.

2.Now press and hold the power button for 15 seconds (This is to release the residual charge on the motherboard but there is a CMOS battery on the board so this may not work properly but we can give it a shot)

Once that is done reconnect the power adapter to the PC and then connect only keyboard and mouse after that try to power up the PC and let me know the result.

Sincerely,
John

Customer: replied 8 months ago.
Wireless keyboard and mouse andnet connections just put new batteries in both
Expert:  John replied 8 months ago.

Is there anything connected to the USB ports?

Expert:  John replied 8 months ago.

Did you do the above steps and is there any change ?

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