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ChrisDisney
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Cursor is glitching out, appears stuck in a vertical line. I can't control or click anything! Help?

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Pavilion All-in-One Desktop #24-e032cy
Microsoft Windows 10 (64-bit)

A few months ago, a CD got stuck inside the computer (due to the poorly built disc tray slot). I tried shaking it out the slot to no avail, and ultimately left it in there. Then yesterday I tried once more, shaking the computer harder and tilting it different ways quickly. I heard the CD rolling around, then it stopped as if it got stuck somewhere. The computer is heavy, so I had to grip the sides and frame screen pretty hard. I did this for about 15 minutes before giving up again.

 

When I turned the computer on, the cursor started glitching out, showing faint white "dots" as if the screen was being tapped rapidly. They show in a vertical line almost at the center of the screen. The mouse is now useless because the cursor arrow keeps jumping to the line, and any app within the line will open up like it's being clicked constantly. This made it nearly impossible to turn the PC off without a forced shut down from the button.

 

What do I do now? What's causing the issue? Did shaking the computer ruin it? Could the stuck CD be touching something? How do I disassemble the PC to check? Please help!

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Riddle_Decipher
HP Support Agent
HP Support Agent
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@ChrisDisney Welcome to HP Community!

You didn't move the device around while it was on? did you? As that could have damaged it, causing the vertical lines among other issues, that said, the best way to remove the disc that's fallen between the optical tray and the computer, basically into the chassis, is to open the back panel and take it out.

 

For instructions on removing the panel: click here & visit page# 14

Once its out, hopefully the other issues should be resolved, if not, update the BIOS and the graphics card drivers, then let me know how that pans out.

 

Keep us posted,

If you would like to thank us for our efforts to help you, 

Give us a virtual high-five by clicking the 'Thumbs Up' icon below, followed by clicking on the "Accept as solution" on this post, 

Have a great day!

Riddle_Decipher
I am an HP Employee

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ChrisDisney
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Hi, I turned off and unplugged it before shaking it. The link to the manual shows a different version of the PC. The one I have has a thick wired stand, and there are no visible screws whatsoever on the front, back, or underside!

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Riddle_Decipher
HP Support Agent
HP Support Agent
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@ChrisDisney The best way forward is to get a tech on the phone guide you through the process and I suggest you talk to HP support and discuss your options, follow the below steps to get started:

 

1) Click on this link - http://www.hp.com/contacthp/

2) Click on Sign-in or select the product using the below step:

3) Enter the serial of your device.

4) Select the country from the drop-down.

5) Click on "Show Options".

Fill the web-form, to populate a case number and phone number for yourself!

 

Also, if you are having trouble navigating through the above options, it's most likely because the device is out of warranty, if yes? please send me a private message with the region you are contacting us from, 

here's how private messages work: Click here for details.

 

If you wish to thank me for my efforts, you could click on "Accept as solution" on my post as the solution should help others too.

Riddle_Decipher
I am an HP Employee

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