Several display problems, stuttering, freezing, artifacts in new laptop

[PLNo]

Hi
I'm here almost as a last resort to solve the issues I've been having with this laptop since Chile's HP Customer Support isn't capable of resolving them even when I'm still under guarantee.

I bought the laptop on march 3rd, 2017. On march 4th the laptop started freezing for a bit in a loop every 1 minute. I noticed this when I played videos in youtube and desktop apps (even the pointer). The sound was not affected.

I sent the laptop to the PCFactory support (where I bought it in the first place) on March 4th. They did not search for the problem and just did a system recovery and gave it back on march 8.

I noticed the problem persisted when I updated the NVIDIA drivers and I'd enable the "share" button on "GeForce Experience". If I disabled this share option (Shadowplay) the problem would go away.

Between march and april random blue screens appeared with the text "your pc ran into a problem and needs to restart.

We're just collecting some info, and then you can restart.

Stop code: DRIVER_POWER_STATE_FAILURE ".

I took pictures of that error on april 5th, 6th, 11th, 21st.

On april 26th the freezing problem came back but disabling "share" made no difference.

I called the support of HP and they tried to help me with remote assistance; They ran some tests but they could not find the error.

On May 5th I had another random blue screen.

On May 9th I called HP again because every time I connected or disconnected the HDMI the screen would start freezing in a loop again (until I restarted again and again) They did not find the solution either, instead they guided me through a reset.

After the reset the notebook stopped freezing, but the blue screens persisted (I took another picture on June 7th)

HP support sent me a "USB and Disc Media System Recovery" that arrived on June 12th. HP Support guided me through another recovery.

Between the 15th and the 19th of June random error windows started to appear:

"AccelerometerSt.exe - System Error

The code execution can not proceed because accelerometerdll.DLL was not found. Reinstalling the program may fix this problem. "

"This application failed to start because it could not find or load the Qt platform plugin" windows "in". Available platform plugins are: windows. Reinstalling the application may fix this problem. "

On June 17th I took a screenshot of the Event Viewer because of a critical error.

I sent my laptop to the HP support here in Santiago on June 19th. It came back on June 27th but it's still randomly freezing and with the HDMI issues.

I called HP again but got no other answer than I have to reset it again.

I called a technician as a witness and we saw that if I let it idling, artifacts happen.

I tried changing HDMI cables, tv screens. I've been using the same software for years (and in my mom's laptop they work fine).

This laptop is brand new (and I have not used it for almost a month now) and the guarantee is still valid. I do not know what else to do. There has been four system recoveries already from different sources but no answer.

[Riddle_Decipher]

@PLNo

Thank you for posting on HP Forums, 

Riddle_Decipher is at your service. 

As I Understand you are getting multiple issues along with the BSOD errors,

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

Currently, what error do you have on your PC?
(considering the description you've provided so far doesn't specify what you are going through at the present date/time?)

Since you've already reinstalled the OS using the HP recovery media four times and yet several issues occur,

I would recommend you run a quick hardware test using the system extensive test feature: Click here for instructions.

Keep me posted,

If the information I've provided was helpful, 

Give us some reinforcement by clicking the solution and kudos buttons, 

That'll help us and others see that we've got the answers!

Good Luck.

[PLNo]

Hi

The current issues are: 1.- random micro-stuttering every minute in a loop and 2.- constant stuttering when connected to HDMI and “second screen only” is enabled (on "extend" and "duplicate" I don't have this problem)

I ran the hardware test and everything was ok

[Riddle_Decipher]

@PLNo

Thank you for replying with this detailed response 😉 

I appreciate your time and efforts,

That's quite strange if you've done an extensive test and it passed though you still have issues with the PC,

I recommend you Contact HP and have the device repaired as this could be an issue with a corrupt OS build or an undetected hardware issue within the graphics card, they should be able to have it fixed:

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.

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 I have helped you resolve the issue, 

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

Followed by clicking on 'Accepted as Solution' 

And Have a great day ahead!