Screen freezes and fades with vertical lines

[baileyd]

The screen on my laptop has been periodically freezing and fading with vertical lines. If I tap on the pad or toch the screen it comes back for a few minutes. Is there an update or fix for this? Seems to be a common problem from the searches ive done but have yet to find a fix.

[Jeet_singh]

@baileyd,

Thank you for visiting the HP Forums! A great place where you can find solutions for your issues with help from the community! I came across your post and wanted to assist you. I Understand you are having issues with the screen freezes and fading with Vertical Lines on HP Notebook,

No worries, as I'll be glad to help you, that said, I'll need a few more details to dissect your concern & provide an accurate solution: 

Could you provide me with the exact model of the PC? Use this link to find it:  https://support.hp.com/in-en/document/c03754824  (Ensure you do not share any of your personal information such as serial, phone number, email ID, etc...).

Did you try with an alternate monitor?

Have you tried to boot the computer into the Bios screen and check if the issue persists?

Have you tried to run any test on the computer from F2?

If you haven't, Please try an alternate monitor to understand if this is either a hardware or a software failure, 

if the issue does not appear on the alternate monitor, you may need to replace the display assembly on your computer, 

if the issue appears on the alternate monitor/TV as well, re-install the graphics card drivers & update it from the official HP Website: Click here 

  

If you don’t have an alternate monitor, I recommend checking if the issue appears on the BIOS screen (restart the computer and tap on F10 to access BIOS) 

This would confirm if it's either a hardware failure or an issue with the graphics card drivers so we may reinstall and update the drivers to fix the issue as mentioned above. 

  

If the issue persists on BIOS as well, please try with a TV to identify if it's the LCD or the motherboard/video card failure, 

  

If the issue occurred after an accident (such as dropping it on the floor, liquid spilled on it, etc.) there could be a hardware failure and in such cases, you may need to get the computer repaired via HP (there could be a charge involved if the PC isn't covered by the accidental damage protection plan) .

Alternatively, for computer screen freezing, I would suggest you follow the steps suggested in the support document for - HP PCs - Computer Locks Up or Freezes (Windows 10, 😎

  

Please respond to this post with the details and with the results of the troubleshooting for further assistance.

Eagerly waiting for your response!

I hope you have a good day ahead,

And Feel free to ask your queries as this forum has some of the best people in the world available and ready to help.

Regards,

[baileyd]

Hello,

Thank you so much for your help. I did not try another monitor as this is a laptop/notebook but I did try the BIOS idea and I did encounter the same problem. This laptop is only 13 months old only one month out of warranty and has not been dropped or had liquid spilled on it. The model/product number is N5Y13UA#ABA. This is the second HP laptop I have owned and both have had screen issues.  I did try the troubleshooting steps suggested on the support site but it said my driver's up to date. Your help is greatly appreciated!

Thank you!

daileyd

[Jeet_singh]

@baileyd,

As I understand you have diagnosed the issue to be a possible hardware failure as the vertical lines are visible even on the Bios screen. I would personally suggest you contact our HP phone support for further assistance. 

HP Technical Support can be reached by clicking on the following link: http://h22207.www2.hp.com/us-en/?openCLC=true

(1) Once the support page opens please select the country in which you're located. Next, enter your HP model number on the right.

(2) Next, choose the 'Contact Support' tab at the top and scroll down to the bottom of the 'HP Support- Contact' page to fill out the form provided with your contact information.

(3) Once completed click the 'Show Options' icon on the bottom right.

(4) Lastly, scroll down to the bottom of the page and select 'Get the phone number.' A case number and phone number will now populate for you.

If you have any troubles, let me know and I will do my best to help!

Hope this helps, for any further queries reply to the post and feel free to join us again

Feel free to post your query for any other assistance as well,

It's been a pleasure interacting with you and I hope you have a good day ahead.

If you wish to show appreciation for my efforts, mark my post as Accepted Solution.

And click on the Purple Thumbs up icon at the bottom of my comment.

Regards,

[baileyd]

Thank you I will do that.  Just an update. I had downloaded the hp pc hardware diagnostics tool and ran it in both fast and extensive tests. The fast tests all passed.  The extensive all passed except for the long drive self test which made it to 20% and then cancelled. I ran it twice and cancelled itself both times at 20%. Not sure what that means but it did pass the other tests so would that still be a hardware issue?

[Jeet_singh]

@baileyd,

As I understand you have downloaded HP PC Hardware diagnostics and it seems that while running the extensive test it's getting stuck at 20%, then it's definitely a possible hardware failure. 

I would recommend you contact our HP phone support to have the unit repaired. Please follow the instructions from the previous post which should help you get through them.

Let me know if you encounter any difficulties contacting our HP phone support.

Feel free to post your query for any other assistance as well,

It's been a pleasure interacting with you and I hope you have a good day ahead.

If you wish to show appreciation for my efforts,

mark my post as Accepted Solution.

And click on the Purple Thumbs up icon at the bottom of my comment.

Regards,

[baileyd]

Thank you again for your help. I have contacted the support site via message and am waiting for a reply. I am so upset that my computer is less than 2 months out of manufacturer warranty and i am having this problem.  The components in this computer should have lasted much longer than 13 1/2 months.  I had an Acer for 4 years with no problems at all. Only got this one because i wanted to upgrade to a newer model. I am really regretting getting a HP at this point.

[Riddle_Decipher]

@baileyd

It looks like you were interacting with @Jeet_singh, but he is out for the day & I'll be glad to help you out, 

I'm the Riddle_Decipher & I'm at your service. 

I understand your concern and to help you out, I have escalated your concern to HP's Support Team in your region to have it reviewed for available options (if any). 

You should be contacted within 4 business days (Excluding Holidays & Weekends). 

Response times may vary by region. 

Please send a Private Message, if you aren't contacted within 4-5 business days.  

Additionally, keep in mind not to publicly post personal information (such as serial numbers and case details).

And Feel free to post your query for any other assistance as well, 

It's been a pleasure interacting with you and I hope you have a good day ahead.

[baileyd]

Thank you so much for your help!