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HP Elitebook 8470p Display Goes Black After an Indeterminate Amount of Time

Posted on 2014-09-25
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Last Modified: 2014-10-21
At our library, we have a Laptops Anytime kiosk which holds twelve HP Elitebook 8470s. Here's how that works: our patrons can check the laptops out for inside the library use only by scanning their card and entering in the pin numbers. These laptops are set to shut down during the night and come on at 7:00 AM. The BIOS also has the "POWER ON AC" set; the A/C adapters are built into the slots in the machine, so they're supposed to come on each time they're put back into the kiosk.

Lately, the laptops have been dispensed in a state that the front desk has labeled as "off." When I got my hands on one, though, I saw that it actually wasn't off. The display is dark but the PC is still running. I've updated BIOSs and checked to see if they had the latest display adapter already. Any other ideas?
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Question by:Wesley Johnson
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Expert Comment

by:John Hurst
ID: 40344950
Set power management (AC and Battery) not to turn off the display and set screen saver to None. I think that will do it.
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Author Comment

by:Wesley Johnson
ID: 40346912
That has been done on these, I'm afraid. Wish it was that simple.
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LVL 93

Expert Comment

by:John Hurst
ID: 40346920
You mean to say that if you set the Display to Stay ON, that it turns OFF.

If that is true, check in the laptop BIOS for screen properties to see if BIOS is turning off the display.

Otherwise, something may have gone wrong with your Windows 8. install.
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Author Comment

by:Wesley Johnson
ID: 40346923
Right. Everything is set to "do nothing" in the power management screen. We did that when we sat them up. They are set to turn off/on in the BIOS. When they are checked out by our patrons,t hey come out of the kiosk in a state of being on, but with a black display.

These are actually on Windows 7. Is there a certain area of the BIOS where a display turnoff would be?
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LVL 93

Expert Comment

by:John Hurst
ID: 40346924
You need to look through each BIOS section to review the properties.
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Author Comment

by:Wesley Johnson
ID: 40346933
There's something in the BIOS called "Deep Sleep" that was set to Auto. I'm unfamiliar with this feature. Could it be the culprit?
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Accepted Solution

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John Hurst earned 500 total points
ID: 40346936
Look at the possible options. Deep Sleep is hybrid sleep which tends to force the computer into hibernation. See if it can be set to OFF and try it.
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Author Comment

by:Wesley Johnson
ID: 40350705
I'm altering the "deep sleep" setting on a few of them. Will give it a week and then let you know how it went.
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Author Closing Comment

by:Wesley Johnson
ID: 40359599
I both upgraded the BIOS and disabled Deep Sleep in most of the units; eventually, this will be done to them all. I'm about halfway through at the moment and haven't seen this display issue occur at all this week. It was happening pretty regularly. Thank you for leading me down the right path!
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LVL 93

Expert Comment

by:John Hurst
ID: 40359626
@Wesley Johnson  - Thank you for the update and I was happy to help. I'm glad you appear to have a solution here.
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Author Comment

by:Wesley Johnson
ID: 40359640
Me too, as is our public-facing staff. Keep up the good work.
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Author Comment

by:Wesley Johnson
ID: 40365994
The problem came back on a unit that Deep Sleep was disabled on. It has the latest BIOS upgrade, too.
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LVL 93

Expert Comment

by:John Hurst
ID: 40366003
Strange. The combination of settings above should have fix it. It appeared to. So then I do not know why it would come back.  Try reinstalling the power manager software if you can.
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Author Comment

by:Wesley Johnson
ID: 40394716
There was a new video driver issues. Since I've implemented it on some of them (not all, yet), it appears as though the issue has went away. I'll respond if it comes back.
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