HP PCs - Computer starts but the screen remains blank (Windows 11, 10) (2023)

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

Note:

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

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:

1. Hold the power button for at least five seconds to turn off the computer.

2. Turn on the computer and immediately press esc repeatedly, about once every second. When the menu appears, press the f2 key.

3. On the HP PC Hardware Diagnostics (UEFI) main menu, click Component Tests.

4. On the Component Tests menu, click Memory.

5. Click Fast Test.

   

6. Click Run once. The Fast Test begins.

7. 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.

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.

1. Connect the AC adapter to the computer.

2. Turn off the computer and wait 5 seconds.

3. Press the power button to start the computer, and then repeatedly press the f10 key to enter the BIOS Setup Utility.

4. In the BIOS Setup Utility, use the right arrow and left arrow keys to navigate through the menu selection to find and select Diagnostics.

5. Use the up arrow and down arrow keys to select Memory Test.

6. Press enter, and then select Yes to perform the memory test.

7. 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.

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.

1. 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.

2. Click the link on the search results page that matches your computer.

3. 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.

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:

1. With the AC adapter and battery disconnected, remove all memory modules, and then insert one memory module into the first slot.

2. Connect the AC adapter and turn on the notebook. If the computer starts normally, the memory module is functioning correctly.

3. Remove the AC adapter and turn off the notebook.

4. Then, repeat the same procedure for the second module. If the computer starts normally, both memory modules are good.

5. 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.

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

1. After testing the memory modules, turn off the notebook, and then disconnect the AC adapter.

2. 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.

3. Remove the AC adapter and turn off the notebook.

4. 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.

5. 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.

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

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

1. Connect the AC adapter to the computer.

2. Turn off the computer and wait 5 seconds.

3. Press the power button to start the computer, and then repeatedly press the f10 key to enter the BIOS Setup Menu.

4. 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.

5. 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.

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.

1. Hold the power button for at least five seconds to turn off the computer.

2. Turn on the computer and immediately press esc repeatedly, about once every second. When the menu appears, press the f2 key.

3. On the main menu, click Component Tests.

   

4. In the Component Tests menu, click Storage > Quick Test.

5. Click Run once. The Quick Test begins.

   

6. 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.

7. 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.

8. If the hard drive fails a test, click Troubleshoot.

9. Follow the on-screen instructions to attempt to resolve the problem, and then click Yes.

10. If the problem is not resolved, click Yes to contact HP Customer Support.

11. 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.

12. 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.