Display issues, external screen not working

[datd]

My HP Stream 13 stopped working yesterday without warning. My mom said that she "picked it up", and the screen started displaying black and static horizontal lines before freezing. After she turned it off (by holding down the power button), the computer wouldn't turn back on. The LED power button and the LED power light on the side of the laptop both light up when we try to power on, but the screen remains black, and connecting it to an external monitor does nothing--the external screen says "no signal" as if nothing was plugged into it. 

I have tried a few different basic troubleshooting steps but can't seem to find troubleshooting guides online with my specific make and model of laptop. I did go inside the laptop to make sure all the connections are secure and once I did the laptop miraculously started working again for a while, even though there hadn't been any disconnected connections and I didn't touch anything on the inside.

I started having problems again once I started trying to connect the screws back to the bottom of the laptop, and noticed that it doesn't seem to like if I secure the top part of the keyboard/touch pad piece to the rest of the laptop (where the display meets the laptop). Once I do, the screen starts displaying more horizontal lines and displayed a blue-screen error message four times; twice it said that there was a "Memory_Management" error, and the other two said "Kmode_Exception_Not_Handled". I tried some guides to fix both of these issues but it didn't seem to make a difference to the screen issues. 

Now the laptop only seems to like when the keyboard/touchpad piece is placed on top of where it's supposed to go and will start to have problems as soon as I try to snap it back into place. Once I got the laptop working I noticed that the display lags a little, and if the horizontal lines return sometimes tapping the place where the display meets the rest of the laptop will make them go away and tapping it again will make them return.

Does anyone have any ideas as to how I can solve this issue?

[DavidSMP · Accepted solution]

Hi @datd,

Good Day. Thank you for taking an interest in the HP community. I understand that you require assistance regarding display issues with the notebook where lines appear and disappear randomly when and the screen now remains black. I will be really glad to assist you here. 🙂

Fabulous description and superb diagnosis of the issue before posting. Kudos to you for that. )

For better clarity and to assist you better I would require more information regarding this:

• Did this happen after a power outage or surge?
• Did you try a hard reset on the machine and check again?

It looks like a hardware issue with the notebook. For now please try these steps:

• Perform all the relevant steps that best describe your issue from this link: http://hp.care/2h4z5lx if it has not been done already.

• If the problem continues, then please contact HP phone support to get the computer serviced if it is e\less than 3 years old.

HP Technical Support can be reached by clicking on the following link: http://hp.care/2r9wSvP

• Once the support page opens please select the country in which you're located. Next, enter your HP model number on the right.
• 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.
• Once completed click the 'Show Options' icon on the bottom right.
• Lastly, scroll down to the bottom of the page and select 'Get 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, the manufacturer’s warranty should take care of it for you.

• If the computer is more than 3 years old then service options with HP are no longer available because the original suppliers and manufacturers who manufacture and supply the parts to HP to build and service the computer don't do so anymore.
• So please contact a local Best Buy or Staples technician or any local technician to get it repaired, as long as the cost is not prohibitive

Please perform all these steps patiently as it is critical to resolving the issue. The trick is to remain patient, Going by your technical expertise and competence I am sure you will be able to perform these steps without breaking a sweat.

Hope this helps. Let me know how this goes. I genuinely hope the issue gets resolved without hassles and the unit works great.

To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help. If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles.

Take care now and have a superb week ahead. 🙂

[datd]

Hi David,

Thank you for getting back to me so quickly. I tried the steps that you gave me and nothing seems to be working. And no, this didn't happen during a power surge. I will definitely give HP phone support a call and see what my options are with them, but do you think that replacing the screen could possibly solve the issue? As in, could the display's connection to the computer be broken and that could be causing the display issues? 

[DavidSMP]

Hi @datd,

I reviewed the quick response. You've done amazingly well by displaying immaculate attitude, commendable technical skills coupled with a terrific resolve to fix the issue. Kudos to you for a job well done. 🙂 You could contact HP phone support and find the cost of repair. As long as it does not cost almost the price of a new computer you could get it repaired.

Replacing only the screen may or may not fix the issue. I am being honest about it by keeping your best interest in mind without beating around the bush. and trying to save you some money. I don't live in Bill Gates' neighborhood. I understand where you come from. So if the cost of repair is prohibitive, the best course of action to take would be to opt for a new computer by visiting HP shopping via this link: http://hp.care/2rQLe1b Then select the country and follow the on-screen instructions. You could even get a phone number to call HP shopping.

By buying a new computer, you would get complete hardware warranty for the product for a year by default and complete peace of mind.

Now it is for you to decide what is good for you. I leave it to your discretion. Trust me I've done everything I can to assist you here. I hope you figure out what is good for you. It has been an absolute pleasure to share this platform with you and genuinely a great experience. I hope things work great for you. 

If you think my information helped, to simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help. If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles.

Take care and have a blessed year ahead. Stay healthy and smile big. 🙂

Cheers!

[DavidSMP]

Hi @datd,

It has been a fabulous experience working with you.  I thank you greatly for accepting this as a solution.  You've been simply amazing with your technical expertise and thanks again for giving me the privilege to share this platform with you. 🙂

I hope the unit works great and stays healthy for a long time.

To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help.

Please take care, stay healthy, keep smiling big and do have a blessed year ahead. 🙂