Display issue with Brand new HP Envy x360

[TrevorDGardner]

I recently purchased 2 brand new HP Envy x360s.  One of them has experienced a display issue since I received it.

Occassionally when I move the notebook, the machine locks up, flashes with horizontal lines for about 15 seconds (see below) and then reboots.  Sometimes when it reboots the screen wil be black until I physicaly turn it off and back on again.  The issue occurs in both laptop and tablet mode.

I have tried to contact support but keep being told different numbers to call each time.  The warranty status for my serial number shows as being a retired product.

Can anyone please help?

Thanks,

Trevor.

[A4Apollo]

Hey there! @TrevorDGardner, Thanks for stopping by HP forums!

I understand that you have display issues with your laptop.

As you mentioned when you move the notebook the machine locks up with horizontal lines.

Please try restoring BIOS to default and check if it helps.

To restore BIOS turn on your PC keep tapping F10 key on your laptop.

You should be able to boot into BIOS. From file tab select restore defaults.

Press F10 to save changes and exit the BIOS.

Please provide the product number of your PC.

I will try to find best drivers for your laptop.

I'll keep an eye out for your response.  

I hope you have a great day! 🙂

[TrevorDGardner]

HI Chetan,

Thanks for responding so quickly.  My product Number is W0U47AV and is an HP Envy x360 - 15-aq100 CTO.

I initially did think about the BIOS and did download and apply the latest from the HP downloads section.  I will try resetting it to defaults.

One interesting note is that I have 2 which were ordered at the same time.  Both my wife's and mine arrived on the same day from the same location.  I have not changed any BIOS settings on either and hers has been working fine with no issues.  I had wondered if there is perhaps a loose connection internally.

I will try resetting the BIOS defaults and let you know how it goes.

Thanks again.

Trevor.

[A4Apollo]

Hi! @TrevorDGardner, thanks for the response.

Thanks for trying out the steps.

After performing BIOS default if you are able to windows without any problems.

Please uninstall the graphics driver from device manager.

And install the latest graphics driver using this link.

Let me know if this helps!

Have a wonderful day ahead! 🙂