Scratched screen and CPU throttling

[lateapple]

I have had my laptop since November of 2017, so it is still fairly new. I have treated this laptop as if it was a gift from god. I am so careful with it; I noticed that the screen on it was shiny but that is due to the touchscreen I assume so it didn't bother me. However, I have noticed a scratch on the screen, but god knows how it got there, literally nothing touches my screen, I rarely use the touchscreen and even if i did, its not in a place that would be in regular use anyway. Was wondering if there was anything I could do about it because although it is a small mark, it kinda bothers me considering how new it is and how much care i have taken with it.

Another thing is the CPU fan going haywire. I have a new pages open on Firefox but nothing is taking up much resource so not really sure why the CPU fan goes crazy, the laptop gets so hot when I'm not even running anything on it, so hot that its difficult to touch without flinching and you definitely wouldn't want to hold it for too long. I'd understand the fan going crazy in that case (although it would make sense if it went faster when the CPU temperature starts to rise past a point) but it seems to go crazy when im doing not a whole lot, calms down and then say 20 minutes later, my laptop goes into meltdown with the temperature. It happens at such random times too which I find strange. I have tried reinstalling drivers and doing updates but nothing has seemed to have helped. It doesn't help when the fan in this laptop is rather loud so it sounds like a plane taking off and with the frequency it happens, kinda sounds like an airport. Would anybody be able to give me some advice on these issues? I know the scratch is something thats not something I have fix with software but think it's kinda silly that it can scratch so easily, even after I have taken good care of it.

Thanks.

[Riddle_Decipher · Accepted solution]

@lateapple

Thank you for posting on HP Forums, 

Riddle_Decipher is at your service. 

As I understand this gift of God requires revival, let's get on with the resurruction 😉

Don't worry as I'll be glad to help, however, to provide an accurate resolution, I need a few more details: 

Have you ensured that's a physical scratch by checking if it appears on an alternate monitor display?

When was the last time it worked without these issues with the CPU throttling etc...?

While you respond to that, here's what you need to do:

Here's a softpaq to resolve fan issues with the device: ftp://ftp.hp.com/pub/softpaq/sp85501-86000/sp85524.exe < it should download when you click on it, just install following the sound instructions.

Click here to see this video in full screen on YouTube to reduce Heat Inside the Laptop to Prevent Overheating,

Alternatively, you can Click here for step by step instructions.

Also, to resolve issues such as Fan is Noisy and Spins Constantly:

• Updating your Notebook computer BIOS
• Keeping notebook air vents clear and clean
• Increasing the efficiency of the notebook to reduce heat
• Using Windows Task Manager to identify corrupt processes
• Selecting power save settings to shut off your computer when it is not in use

CLICK HERE FOR MORE STEPS AND INSTRUCTIONS.

For the issues with the screen, if you've ensured the scratch doesn't appear on an alternate display but appears on the laptop,

it's definitely a hardware/physical scratch and to have it fixed, you may Contact HP and have the device either repaired or replaced: 

HP Support can be reached by clicking on the following link:  

* Open link:  https://hp.care/2moMFSc

* Enter Product number or select to auto detect

* Scroll down to "Still need help? Complete the form to select your contact options"

* Scroll down and click on HP contact options - click on Get a Case & phone number.

They will be happy to assist you immediately. 

If the unit is under warranty repair services under the manufacturer's warranty will be free of charge.

If you would like to thank me for my efforts to help you, 

feel free to give me a virtual high-five by clicking the 'Thumbs Up' icon below, 

Followed by clicking on the "Accept as solution".

Have a great day!

[lateapple]

Hi, yeah unfortunately I have checked it against multiple other displays (TV and computer monitor) but it is definitely a scratch on the actual screen 😞

I have always had the problem with the CPU throttling. Since I got it out the box 😛 I'll follow the steps and take it up with HP support if not resolved.

I do believe the unit is under warranty so I'll look into that, thanks!

[Riddle_Decipher]

@lateapple

Thank you for the update,

I appreciate your time and efforts, 

I'm glad I could contribute towards identifying and leading you towards the solution for this concern.

Thanks for taking the time to let the community know that you accept my suggestions,

You've been great to work with and it has been a genuine pleasure interacting with you.

The phone support should help repair/replace the failed components (for both the scratch and the CPU Throttling issue) without any hassle as its within the warranty.

To simply say thanks for my efforts to assist you, please click the "Thumbs Up" button to give me a Kudos.

Take care now and do have a fabulous week ahead. 🙂