Screen glitch and crash

[jm5150]

Ive scoured every last nook and cranny of the internet and I seem to be th only person on the planet experiencing this issue.

PC runs perfectly fine UNTIL I restart or put the computer to sleep and wake from sleep immediately.

the screen then glitches with horizontal lines than move from the botton to the top before it flashes and crashes my sysytem.

It appears to be if the screen is shut off for any reason then turned back on too quickly.

No idea if this is a sortware, firmware, BIOS  or hardware error.

-if i restart the screen automtically shuts off for a second and back on, causing he glitch and causing me to never be able to restart (so cant install updates of any kind)

-if i put the pc to sleep via the power button and wake up immediately, it glitches out the same way

-if change the screen Hz from 40 to 60 or vice versa this requires the screen to reboot momentarily and causes the glitch as well.

Basically anything that causes the screen to shut off then turn back on instantly causes the screen issue and a system crash. HOWEVER, if i put it into sleep mode and wait more than 5 seconds to turn back on it works perfectly fine.

It seems to be an issue with sending power to the screen or video card or display driver. whatever it is seems to need a second to "catch up" or it glitches out and crashes 99.9% of the time.

Ive tried virtually everything with the exception of a clean install, which i cant seem to do anyway since this requires a "restart". Anything that turns my screen off for less than 5 seconds causes the pc to crash. So like i said, I cant update much since some require restarts. Im at a point where Windows is now forcing an update to 1703 but since I crash on a restart it cant install, So the next boot after a hard reset rolls back to 1609, which forces another update to 1703, etc etc etc.

Upon some roll backs the system gets corrupted. Ive had to spend hours trying to get a version of windows back up ad running only to run into this bizarre loop. (This is not the widespread restart loop reported earlier, this is specific to my restart issue)

Any thoughts?

[KrazyToad]

Hi @jm5150

Welcome to HP Support Forums. A really great platform for posting all your questions and finding solutions.

I have gone through your concerns and I'll be glad to assist you with this.

I appreciate all the Diagnostic and troubleshooting steps attempted.

I suggest you try updating the Graphics Driver from Device Manager.

- In Windows, search for and open Device Manager.
- In the list of devices, look for Display Adapters and expand the list
- Right-click the driver and select Update Driver Software.
- Click Search automatically for updated driver software.
- Follow the on-screen instructions to install the updated driver.
- Restart your computer to complete the installation of the updates.
 

Also try updating the BIOS from Here.

Note: Enter the Product Number. Select the OS and download the BIOS.

If you are unable to perform these steps, then you need to do a System Recovery.

- Turn off the computer.Disconnect all connected devices and cables such as Personal Media Drives, USB drives, printers, and faxes.
- Turn on the computer and repeatedly press the F11 key about once every second until the Choose an option screen is displayed, and then continue.
- On the Choose an Option screen, click Troubleshoot.
- On the Troubleshoot screen, click Recovery Manager.
- Under Help, click System Recovery.
- When Recovery Manager prompts you to back up your files, select a backup option:
- The Welcome to HP Recovery Manager screen is displayed. Read the on-screen information, and then disconnect any connected devices and cables, such as Personal Media Drives, USB drives, printers, and faxes.
- Remove media from internal drives, and remove any recently added internal hardware.
- Click Next to continue.
- When recovery preparation is complete, click Continue to proceed to the installation phase of the recovery process. The computer restarts several times during the recovery. This is normal. Do not close, shut down, or disconnect the computer while HP Recovery runs.
- Recovery Manager reformats the Windows partition and reinstalls the original software.
- After the system recovery is complete, click Finish to restart the computer. Complete the setup screens and wait until the computer finishes the setup.
- Once the setup is complete, turn off the computer, reconnect all devices and cables, and then turn on the computer.
- Before using the computer, update and protect your computer by reinstalling any virus and security software that was installed before the system recovery.
- Reinstall any software programs that were added after purchasing the computer, as well as any files that were backed up.
 

Let me know how it goes.

Thank you. 🙂

If the information I've provided was helpful, give us some reinforcement by clicking the "Solution Accepted" and "Kudos" Buttons.

[jm5150]

Ive updated the driver with no luck, ive uninstalled and einstally the display adapter and driver with no luck.

I managed to update BIOS no luck.. i say "managed" for a reason, see below

I cannot perform a system recovery, I get a error that the environment could not be found.

This also cannot be accomplished since any time the pc restarts it crashes.

Its more than a bit difficult to try and fix an error with "restart" by doing something that requires "restart" to fix it.

If its actually the operating system than a clean install may work but Id rather avoid this as I have programs I can no longer recover. If its not software related than any system recory or fresh install will brick the system. with no way to restart theres no way to reinstall an operating system. I DID manage to get luck and install the latest BIOS after 15 failed attempts.. No luck.

At this point it works fine as long as I dont shut off the screen and turn it back on right away, or perform a restart which does just that. Ive managed to shut off Windows 10 forced updates which was what brought this error to light. since theyre forced and fail they just try again. It was a tedious cycle of a countdown to my next crash, all while downloading files, making my computer run slow in the process.

On thing I did notice.. I managed to go into the Intel graphics options menu and I disabled a bunch of pwer options. Once I did the problem seemed to minimize. Where it used to be every single time the scree was shut off and back of for less than 3-5 seconds, it was now 1 out of every 3 or 4 times. It still glitches out but far less. It may have been that my computer was recently booted on and hadnt heated up the MB so much yet. Could be  a power/heat/MB issue.

[KrazyToad]

Hi @jm5150

I understand that you have important programs and would like to avoid the Recovery.

I suggest you run the System Test whenever you can to confirm the Hardware Functionality.

- Shut down the Notebook completely
- Turn it back on, then tap the Esc key repeatedly until the Startup menu screen is displayed.
- Press F2 to select System Diagnostics.
- Click System Tests, then click Extensive Test.
 

Note: The Extensive Test will take any time between 2 - 6 hours depending on the computer Hardware configuration. But it will scan the whole computer for any malfunctioning hardware

You can also contact our Phone Support and our Support Engineers can Remote into your computer and help sort this out.

Step 1. Open link: www.hp.com/contacthp/
Step 2. Enter Product number or select to auto detect 
Step 3. Scroll down to "Still need help? Complete the form to select your contact options"
Step 4. Scroll down and click: HP contact options - click on Get phone number and phone number appear.

Thank you.

[jm5150]

Ive run those, they all pass

[KrazyToad]

Hi @jm5150

Great. This means all the Hardware components are working fine. This seems to be an issue with the Operating System.

If the issue persists, you need to back up your data and do a System Recovery.

If the Recovery fails or if you are unable to get to the Recovery Partition, please contact our Phone Support for the Recovery Media.

Step 1. Open link: www.hp.com/contacthp/
Step 2. Enter Product number or select to auto detect 
Step 3. Scroll down to "Still need help? Complete the form to select your contact options"
Step 4. Scroll down and click: HP contact options - click on Get phone number and phone number appear.

Thank you.

If the information I've provided was helpful, give us some reinforcement by clicking the "Solution Accepted" and "Kudos" Buttons.

[jm5150]

I'd love to think is not hardware but it's hard to. The tests run do not turn the screen off and back on again which is when this only happens. Even if they did it would crash the test and it would never finish. It does this even when on the bios screens or not running an operating system.. i know this means nothing though. It also gets better and worse depending on the system temp. If I just turned it on after a long time unused it happens far less than if it's been working hard for a while. I can't see a corrupt line of code doing this.

[jm5150]

New update..I hooked it up to an external monitor and mirrored the screen. I turn the screen on my laptop off then on causing the glitch. The laptop screen spazed out and crashed but the external monitor did NOT. Its still running windows perfectly fine. So windows isn't crashing. Just the screen. Still not positive if it's hardware related but seems more likely. Could still be an incompatibility with this device and the display adapter or driver.

But this is great info I think.!!!!

[KrazyToad]

Hi @jm5150

You have diagnosed the issue correctly. If the external monitor is working fine, then it's an issue with the Notebook screen.

Please contact our Phone Support for Service Options.

Step 1. Open link: www.hp.com/contacthp/
Step 2. Enter Product number or select to auto detect 
Step 3. Scroll down to "Still need help? Complete the form to select your contact options"
Step 4. Scroll down and click: HP contact options - click on Get phone number and phone number appear.

Thank you.

[jm5150]

Well the way this issue has been going its possibly a display issue but not guaranteed.  The external display installs its own adapter (its a usb plug and play adapter) which means the graphics driver for the laptop could be the issue while the graphics drver for the external display isnt compromised in any way with windows 10.

It could still also be the Motherboard. The display has zero issues other than turn off and back on abruptly. this means its most likely an issue related to "power" in some way. While windows doesnt crash when its already running with an external monitor, Windows DOES crash on restarts no matter what. On restarts the exteranl display shuts off, the computer reboots, laptop display crashes then after 30 seconds or so the external display comes on but its blank. You can see theres power going to it but no signal and windows doesnt load.... nothing loads at all, not even the HP logo screen.

I will say this is quite the predicament. Its been an elusive hassle I was hoping wouldnt cost money to fix. If it IS the display, a replacement display will cost just as much as buying this same laptop model brand new. A new motherboard could run less but still be half the cost of a new laptop, while a software issue would simply cost me the hassle. Knowing my luck its going to be a costly fix for an otherwise perfectly working laptop that still looks and works brand new (other than the screen glitch)... sorry, didnt mean to vent or divulge so much info. I just want this to be over, hopefully without costing me $500-$700 😞