Display Issue with Newly Purchased laptop

[Anonumpous11]

Within just 1 month and 15 days of purchasing a laptop, the Hp Envy laptop i bought had a blank screen. It worked while connected to an external monitor. It was purchase through Amazon.

[Raj_05]

Hi @Anonumpous11,

Welcome to HP Support Community.

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

It sounds like the issue might be related to the laptop’s display or its connection internally. Since it works with an external monitor, the problem likely lies with the internal screen or its connection.

Here are some steps you can take to diagnose and potentially resolve the issue.

• 
  Check Display Brightness: Ensure that the brightness isn’t turned all the way down.
• Inspect Connections: If you’re comfortable doing so, check the internal connections between the display and the motherboard. This can be a bit tricky and may void your warranty.
• Try a Hard Reset: Turn off the laptop, unplug it from the power source, and remove the battery (if possible). Press and hold the power button for about 15-20 seconds, then reassemble and try turning it on again.
• Update Graphics Drivers: Boot up using the external monitor and check for graphics driver updates through Device Manager or the HP Support website.
• Boot into Safe Mode: Restart the laptop and press F8 or Shift + F8 during boot to enter Safe Mode. If the screen works in Safe Mode, it might be a software or driver issue.
• Test with Different Display Settings: Sometimes changing the display settings might help. Use the external monitor to adjust display settings and check if anything changes on the internal screen.
• Check BIOS Settings: Enter the BIOS (usually by pressing F10 or Esc during startup) to see if the internal display is recognized there.

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!

Alden4

HP Support 

[Anonumpous11]

Thanks Alden for the detailed troubleshooting steps. I will try these out.

However the expectations with the brand name was to have a dependable system at a significantly high price. This choice of model and brand was made after some review.

Unfortunately it goes to show that the laptop is not worth nor dependable. Buying a new laptop and opening it up in less than a month for repairs is a sad solution giving the impression that I should have opted for a refurbished system at a lower price.

I should mention that even after escalation of the case, I was later informed by case manager that Hp would offer me a coupon and then i could keep the defective laptop.  Not sure how that was supposed to help.

Btw I bought this laptop online from Hp.

[Raj_05]

Hi @Anonumpous11,

Thank you for your response, 

Please feel free to reach out to us. We are here to assist you and provide any necessary support.

I will be archiving this case for now however, you can respond to the same thread to continue the conversation.

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!

Take care and have a great day ahead!

Alden4

HP Support