The 2019 MacBook Air’s keyboard is lit up but the screen stays black after trying to wake from sleep. Powering it down and up again gets the screen to work again. An Apple forums post in October 2019 indicated this was a software issue that would be fixed in a software update. It would help to know if anyone had this issue and what software update fixed it. It’s a machine that I remote support, so I can’t go there and try it for myself any time soon.
I’d have the user try an NVRAM reset, then to make sure it’s updated.