Display and system blackout Issues

[ShilpaIsaac]

Hi,

I bought an HP Pavilion x360 Convertible 14-cd0077TU laptop 2 weeks back and now I can see that there are some display issues. It can be seen clearly when there’s a black background. The four corners show a significant lighter colour and sometimes a colourful patch is seen on the bottom of the screen. What needs to be done about this? If the item is defective, will I get a replacement as it’s under warranty?

Also while using different applications like Google Chrome, the browser stops responding and the screen goes black. Then I have to forcefully restart the system to resume. I tried disk cleanup and sfc /scannow but that didn’t help the situation. Wanted to know why this is happening to a brand new laptop and what needs to be done?

Thanks and Regards,

Shilpa Isaac

[Echo_Lake]

@ShilpaIsaac
Thank you for posting on HP Support Community.

Don't worry as I'll be glad to help,  I have a few troubleshooting steps we could try to fix the issue:  

Firstly, perform Windows Update and HP Support Assistant: ( do not skip any troubleshooting steps if you feel steps are repeating ) 

To check for updates now, select the Start button, and then go to Settings  > Update & security  > Windows Update, and select Check for updates.

Install updates from HP Support Assistant: Go to Download HP Support Assistant to install the tool.

1. To open HP Support Assistant, double-click the HP Support Assistant icon .
2. Click My devices in the top menu, and then click Updates in the My PC or My notebook pane.
3. Click Check for updates and messages to scan for new updates.
4. Review the list of updates. Updates with a yellow information icon are recommended. Updates with a blue information icon are optional.
5. Click the update name for a description, version number, and file size.
6. Select the box next to any updates you want to install, and then click Download and install.

And, also run BIOS Update: Follow steps from the link: https://support.hp.com/in-en/document/c00042629

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.

[ShilpaIsaac]

Hi,

Its still running slow and apps response time is too much. Even if I open a Word file and Chrome, it crashes and I have to forcefully restart as the system blacks out.

.@Echo_Lake

[Echo_Lake]

@ShilpaIsaac

Thank you for posting back.

The last thing I can suggest trying is a restore back to the factory. Performing an HP system recovery (Windows ) While doing the recovery there is an option to backup your personal files. If you have not previously done one now is a good time. 

Restoring Files that were Backed Up Using HP Recovery Manager (Windows )You can also contact HP support for assistance. They can remotely access your system to help alleviate difficulties: www.hp.com/contacthp/

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)

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.

[ShilpaIsaac]

Hi,

I had done a recovery 2 weeks back. That didn't work. It's a brand new laptop also.