Black Pixels on Laptop Screen and Warranty Replacement or Repair

[NikVladi]

I recently bought a laptop. I love everything about it, but I found a couple of black pixels on the screen. I do not like it. What is HP's laptop screen policy in this regard? What conditions should be in order repair or replace a laptop free of charge?

[praveenbv]

Hi@NikVladi,

Welcome to the HP community🙂 I would like to take a moment and thank you for using this community, it is a great place to find answers. . I see from your post you're having issues with the display on your HP Envy notebook. Don't worry we'll work together to help you find a solution.

To provide you with an accurate solution, I'll need a few more details:

Have you recently made any changes on the PC before the issue started?

Did you check for any damage on the PC?

Have you tried to update the drivers either using Windows update or using HP Support Assistant?

Have you checked if the issue persists even in the Bios screen?

Have you checked to connect this laptop to an alternate monitor?

For now let's try these steps here: 

Step 1: Performing a hard reset

Step 2: Connect an external monitor to test the display:

The notebook screen display might remain black when there is a corrupted graphics driver or a problem with the LCD display backlight. To test the display, attach an external monitor and restart the computer. Testing with an external display is helpful if the notebook display is black but you can hear sounds; such as fans, spinning drives, or beep tones that indicate the computer is operating.

Step 3: ​​​​Boot the computer into the Bios screen and check if the screen persists.

1. Turn off your computer
2. Make sure you have connected the power cable
3. Turn on your notebook, as it is starting press the  F10 button repeatedly

Once you are in the BIOS, if the screen issue persists, it is likely a hardware failure.

If the screen backlight issue is not present in the Bios, then this could be a software or driver issue. 

Let's restart the computer and then uninstall the display drivers from device manager: 

Use shortcut keys Win + X on Windows 10

Select Device Manager.

Expand the entry. Right-click the problematic device and select Uninstall device.

You may need to check the option Delete the driver software for this device, and then click the Uninstall button.

Now restart the computer and then update the Bios, Chipset and graphics card drivers on your PC from our HP support website, using this link.

Also, download and install HP support assistant on your PC. It should automatically download and install the latest updates and drivers for your PC.

Refer to this link to know how to use HP support assistant.

If the issue persists, I would suggest the next step would be to run a test an extensive test on the graphics card which is listed under the Component test

You could also try to run an extensive test on the system. (Please capture the failure ID for further assistance).

For more assistance, please follow the steps suggested in the support document for - HP Notebook and All-in-One PCs - Troubleshooting Screen Issues (Windows 10, 8, 7)

Could you please respond to this post with the details and with the results of the troubleshooting as this will help me further assist you

Eagerly waiting for your response!

that said, If the information I've provided was helpful, 

give us some reinforcement by clicking the “Accept as Solution”

[NikVladi]

I took the laptop back to the store and am waiting for a decision. Let someone else do all these steps. These are definitely dead pixels and I didn't ask for what you said. I asked to tell you about the company's policy for this model with regards to dead pixels.

[NikVladi]

Can anyone say if this is a drawback with regards to the dead pixels in a laptop of this model?

[praveenbv]

HI@NikVladi,

I'd suggest you Contact HP in your region regarding the service options for your computer. 

If you are having trouble navigating through the above options, it's most likely because the device is out of warranty. If yes? please send me a private message with the region you are contacting us from. Check next to your profile Name, you should see a little blue envelope, please click on it.   

Have a great day!  

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.