My name is ***** ***** I'd like to try to help you get this computer back up and running. Please let me know that you are available so we can work together and try a few things.
Could you also let me know what you have tried so far so that I don't make any suggestions that you have already attempted?
I'd prefer not to try a remote assistance, I'm not sure there'd be any benefit and I don't want you unnecessarily charged for the service.
Can you let me know what you have tried so far? I'll work to get this laptop back up and running if at all possible.
Please start by unplugging the laptop from power, remove the battery (if possible), and hold the power button for 30 seconds. What is the model of this laptop?
Yes, I'm here, and will work with you until we have either a solution or are able to determine this laptop display is truly not functioning.
I'll need to know the laptop model to tell you exactly how to remove the battery.
Thank you for that information. If you turn the laptop upside down, there should be some sliding locks. If you move them over, the battery should slide out.
It's difficult to explain this via text, so let me know if I need to provide more clarity.
Perfect :) ! Ok, can you hold the power button for 30 seconds? Again, make sure the power cable has been disconnected as well.
There should be no power, it's completely disconnected from battery and the ac adapter, correct?
For good measure, please hold the power button another 30 seconds.
All power to the laptop must be removed. Disconnect the power cable and keep the battery out, then hold the power button 30 seconds. Sounds bizarre, I know.
In the meantime and while we are waiting to test this, do you have another computer monitor that we may be able to plug into this laptop? If we can plug in an external monitor during boot-up, we can identify if the computer is booting up with a bad display, or if there is something else going on.
Great! Ok, please put the battery back in and plug the power cable back in. Then hit the power button like you were turning the laptop on.
I'm not sure I understand. If it is not a true monitor, we won't be able to connect to use that as a display.
Are you seeing anything when you power the non-working laptop back on?
Another thing that may sound bizarre, but has actually happened to me, is that the screen needs to be moved up or down to get a display. If at boot-up you are still not seeing anything, try moving the lid of the laptop up and down to see if you get any display.
The green light indicates the laptop is powered on, and the yellow light indicates the battery is charging. Unfortunately, it seems the display of this laptop has died.
By any chance, is this laptop under warranty?
It can absolutely be fixed, likely requiring a physical display be purchased and installed. This should be covered if the laptop is under warranty, but may be a charge if not.
If you are only concerned about recovering data, let me know. There are other directions we can go that may be cheaper than purchasing a display.
Well, it's not the entire upper half but is built into the top of that case. It could be a negligible cost depending on availability of the display. Installation may be the bigger expense.
As an example, this is likely the part that is required for 65 dollars on Amazon. I cannot guarantee this is the problem without plugging the laptop into an external monitor, but any computer repair shop should be able to confirm whether or not this is the problem.
I understand this is not the answer that you were hoping for, but hope that I was helpful in pointing you in the right direction. If I physically had the computer, I'd be able to figure out much more.
If I was helpful, please rate me to provide confidence to other customers needing assistance. If not, please let me know what I could do differently to be sure I provide excellent service to future customers.
I appreciate you taking the time to work with me to troubleshoot this issue; please let me know if there is anything more I can do to help.