Screen is black
Make sure that your laptop is charged. If you’ve plugged it in and it still won’t turn on, check to make sure your backlight is working. You can do this by going to Power Options in the Control Panel. If your backlight still won’t turn on, your screen might be broken, so check out our replacement guide for this.
Screen is frozen
Pull up task manager by pressing Ctrl+Shift+Esc. End any tasks that are not responding.
If your screen is still not responding, try to reboot your computer by holding down the power button until the computer turns off completely. Wait a few seconds, and then press the power button again to turn the laptop back on.
Screen is flickering
Change the refresh rate by clicking Desktop → Screen Resolution → Advanced Settings → Monitor. Check the box by “Hide Modes that this Monitor Cannot Display” and pick a higher refresh rate.
Adjust the laptop screen to see if the flicker is related to movement. If it is, the screen cable might be damaged, or the inverter or backlight might be broken. Check out our screen replacement guide for this.
Keyboard Fails to Respond
Drivers Are Out-of-Date
Try performing a full reboot of your computer (fully turn it off and on again; do not simply press “restart”). If the problem persists, check the keyboard drivers in the device manager. If the drivers are functional, the problem may be physical. Follow our guide on replacing keyboards, and be sure the ribbon connector is firmly and correctly connected. If the cable is connected, replace the full keyboard.
If the keys are sticky, or feel like something is underneath the keyboard, try turning it upside down. If the problem persists, purchase a can of compressed air to clean out underneath your keyboard. If this doesn’t solve the problem, try soaking paper towel in some rubbing alcohol or warm soapy water. Be careful to apply this to just the problem keys.
If the steps above don’t help, try following the steps for if your entire keyboard isn’t responding.
Broken or missing keys
Follow our guide on replacing keys, or completely replacing the keyboard.
No Sound From Speakers
Internal sound and audio issues are are most likely due to a several different hardware or software complications. Before troubleshooting for sound problems, disconnect all possible external sound devices, such as digital audio, external speakers, and headphones. Once the following instructions are completed, you can try re-connecting external devices to identify the source of the problem.
For more information please see the following:
Drivers Are Out-of-Date
Start by uninstalling/reinstalling the sound card driver. Then, go to Device Manager and uninstall the sound driver. Once uninstalled, download and install the latest driver from the manufacturer's site, in this case HP. When the new driver has been installed, proceed to reboot your laptop for all the changes to take effect. You should run a test on your laptop to see if the sound came back. If the sound does not come back, your last option would be to reinstall software itself because if it will not work a full repair will be needed.
Faulty External Speaker
If you are still experiencing difficulty with your external speaker system and have completed the following instructions above, there is a possibility the external system is faulted. To ensure that your laptop’s external speakers are connecting properly, test multiple sources before proceeding to send it in for full software repair.
Sound is too loud
Laptop Fails to Power On
Laptop will not turn on.
Check to make sure the battery is charged. Connect your laptop to a power source with an AC power adapter cord, wait a few minutes, then try to turn on the laptop again. If the laptop still will not turn on, there may be a problem with the cord. Replace it with a new AC power adapter.
Laptop will not charge or drains quickly
Your battery might be old or damaged. Check your battery health with the HP Battery Health Center. Download it here: HP Drivers & Downloads.
Now test the battery by following these steps:
- Connect your computer to its AC power adapter cord and plug it into an outlet.
- Open the HP Battery Health Center that you just downloaded.
- The test results will be displayed, with one of the following results:
- Good - the battery is healthy and in working order.
- Replace - one or more of the battery cells can't accept a charge or has "Low" storage capacity. The battery should be replaced. See our guide for how to replace yourself: [Insert guide here]
- Invalid - the AC power adapter is not connected or the battery is incorrectly installed.
AC Power Adaptor Damage
The charging cord for your laptop might be broken. If you have run a Battery Health Check as mentioned above and the battery is healthy, the AC power adapter may not be charging the battery correctly. Try replacing it with a new cord.
Laptop is overheating
Your laptop fans might be obstructed and are not producing optimal air flow. Avoid placing your laptop on uneven surfaces such as on a blanket or a pillow. Placing your laptop on a hard, flat surface will help prevent this from occurring.
Fans are constantly running at maximum speed
If your laptop fans are frequently running fast and loudly, your laptop’s cooling system is probably clogged with dust than is blocking the airflow.
Clean your laptop by following these steps:
- Turn off your laptop
- Disconnect the battery and the AC power adapter
- Carefully clean the fans with a cotton swab dipped in alcohol
- DO NOT use a vacuum cleaner to clean the fans! This can create high amounts of static electricity which will damage the electronics inside your laptop. Instead, use canned air to blow extra dust away from the fans.
Purchase a laptop cooler
If you have cleaned the dust out of your laptop or do not wish to open the device, another option is to purchase a laptop cooler, which can provide additional cooling to your device. Make sure you purchase a laptop cooler that suits your model.
Cursor will not show up on the screen
Be sure that the cursor isn’t along the edge of your screen. Move the mouse or trackpad around and look for the cursor. If the cursor still isn’t showing up, try a full reboot of your computer; Do not simply hit restart. Be sure to fully power off your computer and turn it back on.
Cursor is moving slowly
- Click on the windows panel on the bottom left hand side of the screen (default), or hit the windows key on your keyboard
- In the search bar, type in and click on “Mouse”
- Go to the tab labeled “Pointer Options”
- Adjust the “Motion” slider until your cursor is as sensitive as you want
- Click “Apply” at the bottom right hand side and click “OK”
- Locate the Cortana search function on the bottom left hand side of your screen
- Click on the search bar, and type in “mouse”
- Select “Mouse & Touchpad Settings”
- Scroll down until you find the slider labeled “Change the cursor speed”
- Adjust the slider until the sensitivity of the pointer is where you want it
Trackpad not responding, cursor won’t move
Just above your trackpad, there is a small rectangular button with a small light. If the light is on, your track pad has been disabled. Push the button beside the light to reactivate your laptop’s track pad.
If the light is not on, try performing a full reboot of your computer (Fully power off your computer and turn it back on; simply restarting won’t always fix the issue.)
If the trackpad is still not responding, you may have a driver issue. Plug in a USB mouse, and follow directions to re-install drivers.
If new/updated drivers do not solve the issue, check for loose connectors inside the computer connecting the trackpad. If all connections are valid, follow our trackpad replacement guide.