Purple bars on display

[rebeljd]

I've been having purple bars come up on screen no matter what I'm doing on my system.  It happens as soon as it boots and doesn't go away when it gets into windows.  Windows gave an error code 43 and says it shut down the card due to errors.  I reinstalled GeForce drivers then I was told it's from a dead graphics card but support only wanted me to reinstall windows.  I did that and it's still happening but I can't reach them through chat.  The site never loads and constantly refreshes a blue loading circle and never gets anywhere.   Are there any other channels I can reach them to finally get some resolution and possibly a replacement card so I can use my PC again?

[Echo_Lake]

@rebeljd

Thank you for posting on HP Support Community.

Don't worry as I'll be glad to help,

I understand that your HP PC display is not working correctly, to provide an accurate resolution, I need a few more details:

• When was the last time it worked without these issues?
• Have you checked the display on a different monitor?

I recommend you attempt to access the BIOS screen by tapping on F10 while the computer is restarting, If the issue persists in the BIOS screen which is outside windows, it would confirm a hardware failure. 
 

If you still need additional technical assistance that can be better provided through one-on-one interaction or a remote session with our HP Support team if you would like to continue troubleshooting. I would request you to contact our Support and our Support Engineers should be able to sort this out. HP Support can be reached by clicking on the following link: www.hp.com/contacthp/

Hope this helps! Keep me posted for further assistance.
Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

[rebeljd]

Hi @Echo_Lake

I first attempted to reach out to support around September 21.  I was having some difficulty with the system before I called and tried troubleshooting with new NVidia drivers at that point. I would say last time working normally was around Sept. 15.

I spoke to a representative and did a video call where they could view the bars on screen in windows then again when the bios loaded.  However, the rep told me that since the support program in the bios didn't report an error, it was a software issue.  The next task was to reinstall windows, which i eventually attempted but was nearly impossible with the screen filling with purple bars.  I've finally had time to get back to this but I still can't progress anywhere with the hp.com/support pages.  Multiple browsers can't load the page and it constantly goes to a refresh loop that never brings me to support.  I'm glad I've found this channel at least to make another attempt.

I've tried other monitors and both displayport and hdmi to the same results.  At this point, from everything I've read, this has to be a hardware problem, especially since I'm getting the purple bars in the bios before windows can load any drivers.  With all the difficulty I'm having getting through to the website to work through this with support agents, is there another method for creating an RMA - hopefully expedited at this point?   Can you possibly direct message me an email contact where I can follow up to my previous support ticket?  Or are there any direct links to the chat support?  I've had no trouble with chat loading for HP Store but it's impossible for Support.  I'd also not like to have to go through everything all over again since the bars on screen were already documented live over a video call session with a support rep. 

[Echo_Lake]

.

[Echo_Lake]

@rebeljd
Please ignore my previous message regarding printer. 
 

I appreciate your efforts to try and resolve the issue. The last thing I can suggest trying is a restore back to the factory. 

While doing the recovery, there is an option to back up your personnel files. If you have not previously done one now is a good time.   

The HP Cloud Recovery Tool allows you to download recovery software to a USB drive. You can use the downloaded recovery image file in order to install the Windows operating system. 

• Click here: https://support.hp.com/in-en/document/c04758961#AbT3to perform System Recovery (Windows 10) 
• Click here: https://support.hp.com/in-en/document/c06162205 to Use the HP Cloud Recovery Tool (Windows 10)

If you still need additional technical assistance that can be better provided through one-on-one interaction or a remote session with our HP Support team if you would like to continue troubleshooting.
 

I would request you to contact our Support and our Support Engineers should be able to sort this out. HP Support can be reached by clicking on the following link: www.hp.com/contacthp/
 

Hope this helps! Keep me posted for further assistance.
Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.