Screen goes black on A/C power

zbook

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Choose one of the temperature monitoring software applications: Speecy, HW monitor, Speed fan:
Speccy - Free Download - Piriform: Speccy - System Information - Free
HWMONITOR | Softwares | CPUID: HWMONITOR | Softwares | CPUID
SpeedFan - Access temperature sensor in your computer: SpeedFan - Access temperature sensor in your computer




Download and install: HP Diagnostic Windows version 1.6.9.0:

Click component tests > expand video > post images of the results for:

Dead Pixel Test
Video Memory Fast Check
Video Extended Memory Check
Video Palette Check
Media Stress tool
 

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sims

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Click component tests > expand video > post images of the results for:

Dead Pixel Test
Video Memory Fast Check
Video Extended Memory Check
Video Palette Check
Media Stress tool
Here is the results from this test attached. I downloaded Speccy and Speedfan to monitor the parameters while the test was running.
 

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zbook

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Monitor temperatures for several days to find trends / peaks.

Run HD Sentinel: (free or trial edition)
Hard Disk Sentinel - HDD health and temperature monitoring
For each drive post images of these tabs into the thread:
Overview tab
Temperature
SMART
Disk performance


For any black screen type:
Windows logo key + Ctrl + Shift + B
Report results.
 

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sims

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Monitor temperatures for several days to find trends / peaks.
Do you mean I should keep running the HP test in your previous post for several days?

For each drive post images of these tabs into the thread:
Overview tab
Temperature
SMART
Disk performance
I've done this and attached to this thread
 

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zbook

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Use the computer as usual while monitoring temperatures.
(games etc.)

At one time the internal drive had a temperature of 57 C.

See if you can clean vent ports, fans, etc.
 

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sims

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Use the computer as usual while monitoring temperatures.
(games etc.)

At one time the internal drive had a temperature of 57 C.

See if you can clean vent ports, fans, etc.
Thanks for the support & recommendations so far. I will continue to use the laptop for a couple more days and report back any issues.
From the troubleshooting we have done so far, does it seem to be a hardware issue?
 

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zbook

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The workup is in progress for drivers versus hardware.

Monitor temperatures, for black screens and unexpected shutdowns and restarts.

 

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sims

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Thanks for the info, the Reliability Monitor is a very good tool. Here is the screenshot summarizing the issues in the past.
 

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zbook

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You're welcome.

In case you missed it you can click on like in the lower right corner (it's similar to thanks).

For any BSOD > run V2 > post a memory.dmp if < 1.5 GB

Later in the troubleshooting plan to test the computer in safe mode continuously (for 3 - 7 days) (shift + restart)
 

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sims

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You're welcome.

In case you missed it you can click on like in the lower right corner (it's similar to thanks).

For any BSOD > run V2 > post a memory.dmp if < 1.5 GB

Later in the troubleshooting plan to test the computer in safe mode continuously (for 3 - 7 days) (shift + restart)
I have another BSOD, here is the V2 log attached.

Also I restarted in Safe Mode and ran the game for an hour almost without any black screen, however the graphics were extremely laggy. It was similar to when I disabled the NVIDIA display driver from the Device Manager a few days ago (posted in this thread)
 

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zbook

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1) Turn off Windows updates of non-Microsoft drivers

2) Uninstall the Nvidia GPU drivers using DDU

3) Reinstall Nvidia GPU drivers from the HP website

4) For any BSOD:

a) run the V2 log collector to collect new log files

b) open file explorer> this PC > C: > in the right upper corner search for: C:\Windows\memory.dmp
> if the file size is < 1.5 GB then > save to the downloads folder > zip > post a separate share link into the thread using one drive, drop box, or google drive









Code:
Name    NVIDIA GeForce RTX 2070 with Max-Q Design
PNP Device ID    PCI\VEN_10DE&DEV_1F50&SUBSYS_8574103C&REV_A1\4&1197EB17&0&0008
Adapter Type    GeForce RTX 2070 with Max-Q Design, NVIDIA compatible
Adapter Description    NVIDIA GeForce RTX 2070 with Max-Q Design
Adapter RAM    (1,048,576) bytes
Installed Drivers    C:\Windows\System32\DriverStore\FileRepository\nvhmsi.inf_amd64_c8976afe00c884f6\nvldumdx.dll,C:\Windows\System32\DriverStore\FileRepository\nvhmsi.inf_amd64_c8976afe00c884f6\nvldumdx.dll,C:\Windows\System32\DriverStore\FileRepository\nvhmsi.inf_amd64_c8976afe00c884f6\nvldumdx.dll,C:\Windows\System32\DriverStore\FileRepository\nvhmsi.inf_amd64_c8976afe00c884f6\nvldumdx.dll
Driver Version    27.21.14.6259
INF File    oem17.inf (Section051 section)
Color Planes    Not Available
Color Table Entries    4294967296
Resolution    1920 x 1080 x 143 hertz
Bits/Pixel    32
Memory Address    0xBB000000-0xBBFFFFFF
Memory Address    0x90000000-0x9FFFFFFF
Memory Address    0xA0000000-0xA1FFFFFF
I/O Port    0x00004000-0x0000407F
IRQ Channel    IRQ 4294967274
I/O Port    0x000003B0-0x000003BB
I/O Port    0x000003C0-0x000003DF
Memory Address    0xA0000-0xBFFFF
Driver    C:\WINDOWS\SYSTEM32\DRIVERSTORE\FILEREPOSITORY\NVHMSI.INF_AMD64_C8976AFE00C884F6\NVLDDMKM.SYS (27.21.14.6259, 37.39 MB (39,211,288 bytes), 6/11/2021 12:53 AM)


Code:
nvlddmkm.sys Thu May  6 13:54:06 2021 (6094576E)
 

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sims

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I have been testing the laptop the last week or so, and have encountered many BSOD. Here is the latest memory dump file.


I have also reinstalled the GPU drivers as mentioned above from the HP website.

It seems the laptop heats up too quickly and GPU shuts off?
 
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philc43

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Hello sims,

The memory dump file you provided shows that the graphics driver was responsible for the crash.

Your particular laptop may only work with the NVidia driver provided by HP. The latest provided for your laptop is 27.21.14.5241 Rev.C

The one showing in your crash dump file is Driver Version 27.21.14.6259 so this is more recent and likely not to work. Please follow the procedure you were given to uninstall the driver and then install the one I have indicated: https://ftp.hp.com/pub/softpaq/sp111001-111500/sp111135.exe

It is also possible that HP will need to provide a new driver for the version of W10 that you are using and they may not yet have released it.
 

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sims

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Hi philc43,

Thanks for your input and sharing the link.

I have uninstalled the graphics driver using DDU, and reinstalled the one in your link. I confirmed on device manager the version of the graphics driver is 27.21.14.5241, however the black screen has become more frequent now.

I searched in C drive for the latest memory.dmp file so I can post it here, but it shows me a file with a timestamp several hours ago (the same one I had already shared here). Shouldn't it create a new memory.dmp file with a new time stamp?
 

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philc43

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Hi philc43,

Thanks for your input and sharing the link.

I have uninstalled the graphics driver using DDU, and reinstalled the one in your link. I confirmed on device manager the version of the graphics driver is 27.21.14.5241, however the black screen has become more frequent now.

I searched in C drive for the latest memory.dmp file so I can post it here, but it shows me a file with a timestamp several hours ago (the same one I had already shared here). Shouldn't it create a new memory.dmp file with a new time stamp?
Yes, there should be a new one if there was a new BSOD but black screens don't always produce crash dump files. It would be best if you provide a new set of logfiles from the V2 Log Collector. We can then check other aspects of your system.
 

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    16GB
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    NVidia Geforce GTX 750Ti
    Sound Card
    On-board Realtek HD Audio
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    Samsung 226BW
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    1TB SSD + 1TB HDD
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johngalt

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I wonder - could it be that lack of cooling has potentially damaged the video card? Black screens al also a sign of video card failure (without actual OS death).

Fastest way to check would be to try an external monitor and see if that fails also with the internal display.
 

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sims

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I am attaching here a new V2 log output hopefully someone can spot something suspicious.
 

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