Screen flicking, graphic distortion, CMOS, run time errors, unable to find sound devices, etc

[Nooster]

From the first day after purchase: Screen flicking, graphic distortion, loud spikes of interference when using the built-in speakers, loss of sound devices.

Contacted HP Support. And the 4-week long story starts. I completed every single of their suggestions, including connecting the of laptop to an external screen. The extensive diagnostic was unable to finish. After 20 hours of running, they advised to terminate it. On advice from HP, the BIOS was recovered. Then the new version of BIOS was installed following the link provided by HP. CMOS and run time errors now joined the flicking, crazy and wobbly graphic and sound issues.  The laptop was unable to create the Windows recovery ("Failed recovery attempt"). Performed a complete wipe out of all apps and re-installed. Same problems. Removed all files - docs, photos etc. Removed MS Office, Adobe, etc. Tried to create Windows recovery again, with use of both ways that HP suggested. Failed. Used the Windows recovery from a certified computer repair shop. Completely re-wiped and re-installed the Windows. Same story! The same glitches! The graphic distortions and flicking appear with no connection to which app I would use, or if I use any, e.g I can use MS Word, or Photoshop, or Photos, or a Candy Crush of Fbook, or I can sit and stare at the screen for an hour AND THE FLICKING WILL START. Then the distortion of anything that moves will join (like the cursor of the mouse, etc). Then every image will pixelate and pile up on top of each other in one weardly beautiful image (regardless of the app that used to display the images), then sound will glitch with "electric" interference noise. Then, even if everything closed, the laptop will give the COMS blue screen. The problems persist ONLY AFTER the laptop runs for 40 min to an hour and so on. Then, once it started to glitch, the reboot would help only for first 5-10 minutes. And then the longer the laptop was ON, then shorter time between the boot to a first glitch! To me, it says of some manufacturing problem with some of the components, most likely overheating or a poor contact.

The HP says it is a software problem. My objection is - the Windows 11 was installed from scratch. The BIOS was installed from scratch.  All and every driver reinstalled and up to date. This is a new software, but with the same glitches!The Diagnostic is still unable to finish (It is not in the loop, it is simply won't move on a stage of SSD testing).

The laptop is still under both (manufacturer and Limited) warranties. The HP is offering repair. I am offering replacement or refund. HP did not advertise the "laptop that in need of repair" when I purchased it. The item does not fit for purpose and faulty.

Suggestions? 

[VikramTheGreat]

Hi @Nooster,

Welcome to the HP Support Community.
 

Thank you for posting your query, I will be glad to help you.

I’m sorry to hear about the persistent issues with your HP laptop. Based on the detailed troubleshooting steps you’ve already taken—including BIOS recovery, full Windows reinstallations, and diagnostics that won’t complete—it does sound like a hardware-related issue rather than software. Overheating or a failing component could be contributing to the problems you're experiencing.

While we understand your frustration and the desire for a replacement or refund, the HP Support Community is a peer-to-peer support forum and cannot process replacements. However, we are more than happy to assist in finding the best possible solution to get your device working as expected.

Since your laptop is still under warranty, I strongly recommend continuing with HP Support's repair, but request you to please try a Hardware test on the Pc this will let us know if it's a software or Hardware issue.

Extensive Test - 

1. Hold the power button for at least five seconds to turn off the computer. 
2. Turn on the computer and immediately press Esc repeatedly, about once every second. When the menu appears, press the F2 key. 
3. On the HP PC Hardware Diagnostics (UEFI) main menu, click System Tests. 
4. Click Extensive Test.

I hope this helps.

Take care and have a good day.

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

VikramTheGreat

HP Support 

[Nooster]

Hello, and thank you for your reply. First time we attempted the Extensive test on Tue, 25/02/25 with one of your Support team members (absolutely extra-helpful and polite Hssin Zouaoui), and the test was "running" from 16 pm until 07:57 am the next morning...Well, it wasn't moving for at least all night past the "Memory extensive test"... so we then interrupted it and installed the version of BIOS from the link HZ provided. The laptop started seemingly a bit faster. To be fair, t wasn't slow or lagging before anyway, but it seemingly became a bit more responsive for a bit.... It worked for 47 minutes with no flicks (which is a big achievement! And yes, I am so sad that I am timing it!), and then all back to its original flicking and trembling state, plus sound with interference.

After installing the new Windows (on 06/03/2025), when flicks and line displacement started again (to my absolute desperation!), I tried to run the test again. And yes, I mean an Extensive test (wish I could add here pictures!) ....After 17 hours of pointless spinning, I stopped it.

(Edited), you are welcome to have a read, there are quite a few videos and images to see (and hear) what I am talking about.

All I am saying is - if HP is trading in the UK, it need to obey the Consumer Rights Act 2015. The Lack of conformity and legal guarantees. 

In total, I spent TWO months with you, trying to resolve it nicely. Plus, all 5 months in total with trying to collect the necessary information and see the patterns of glitches, etc. How long does it have to be, for the customer to be repeating  the same actions and tests all over again and again? The laptop should work for me, not me for the laptop, do you agree?

[Nooster]

Hi, thanks for your suggestion.

The Extensive test was attempted on 25/02/25 first time....It was running from 4 pm on 25 until 8 am 26th. We then interrupted it with one of your support members, whilst communicating for a second day through WhatsApp hp chat.

The second time, after a full re-install of Windows, the test ran for 17 hrs on the same stage and %of "memory extensive testing", so I gave up and stopped it again.  

Please, don't mark my reply as SPAM, I don't think it is fair to do.

Thank you for trying to help, VikramTheGreat.

Katie

[VikramTheGreat]

Hi @Nooster,

Welcome to the HP support community.
 

Thank you for reaching back. My sincere apologies for the delay in response. Due to some technical issue, I was unable to access the case no, Please help us with your HP unit serial number or the product number in a private message for further assistance.
 

Here is the link to find the product Serial number: - Click here

To access your private messages, simply click the private message icon on the upper right corner of your HP Support Community profile, next to your profile and send a private message to me with the serial number, because we value your privacy.

VikramTheGreat

HP Support