Display, screen malfunction HP Envy 15-W050NA X360 Convertible i5-5200U 2.20GHz 8GB 1TB

[Karsty]

Hi,

The screen or display (whichever you prefer) on my laptop is not functioning properly. Suddenly, there is a lot of ghosting, I can see other tabs through the top tab, and partly magenta pixels are not working, and in other areas only the magenta pixels work, and it varies. I have tried everything I can to diagnose this, and nothing has been found. I can download Diagnostics UEFI, but it will not install, so I've been unable to use this diagnostic tool. But I have used the online one, it did not detect anything.

This happened once before, and then the problem just vanished by itself after one or two weeks.

Does anyone know what causes this?

Thank you.

[Nal_NR]

Hi @Karsty,

Welcome to the HP Support Community. 

I'd be happy to help you! 

I understand that you are having issues with the display. 

Have you made any changes to your PC software or hardware? (OS)

The issues you’re experiencing with ghosting and color distortion on your HP ENVY x360 - 15-w050na (ENERGY STAR) could be due to a hardware issue with the display or a problem with the graphics driver. Here are some steps you can take to troubleshoot and possibly resolve the problem:

1. Update Graphics Drivers

Open Device Manager:

• Press Win + X and select Device Manager.

Update Graphics Driver:

• Expand the Display adapters section.
• Right-click on your graphics card (e.g., Intel HD Graphics, NVIDIA) and select Update driver.
• Choose Search automatically for updated driver software.
• Follow the on-screen instructions to update the driver.

Check HP Support:

• Visit the HP Support website and search for your laptop model.
• Download and install the latest graphics drivers provided by HP.

2. Run Built-in Windows Diagnostics

Press Win + S and type Windows Memory Diagnostic.

Select Windows Memory Diagnostic and follow the on-screen instructions.

Run Display Quality Troubleshooter:

• Press Win + I to open Settings.
• Go to Update & Security > Troubleshoot > Additional troubleshooters.
• Select Hardware and Devices and run the troubleshooter.

3. Use an External Monitor

• Connect an external monitor to your laptop to determine if the issue is with the laptop's display or the graphics card.
• If the external monitor displays correctly, the problem is likely with the laptop's screen.

4. Try Safe Mode

Booting into Safe Mode can help determine if a third-party application or driver is causing the issue.

1. Press Win + R, type msconfig, and press Enter.
2. Go to the Boot tab and select Safe boot with the Minimal option.
3. Restart your laptop and see if the issue persists in Safe Mode.
   • If the problem is not present in Safe Mode, it may be caused by a software or driver conflict.

Kindly check the remaining steps in the next post. 

Hope this helps! Keep me posted for further assistance

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

[Nal_NR]

Hi @Karsty,

Please find the next steps below. 

5. Check for Physical Damage

• Inspect the screen for any visible physical damage.
• Check the display cable connection inside the laptop if you’re comfortable opening the laptop. Loose or damaged cables can cause display issues.

6. Reinstall the Operating System

If all else fails, a clean installation of the operating system might help.

1. Backup your data.
2. Create a Windows installation media using a USB drive.
3. Reinstall Windows and see if the issue persists.

7. Use HP Hardware Diagnostics UEFI

If you have trouble installing HP Diagnostics UEFI, try the following steps:

Create a bootable USB with HP Hardware Diagnostics:

• Download the HP PC Hardware Diagnostics UEFI to another computer.
• Follow the instructions to create a bootable USB drive with the diagnostics tool.

Boot from the USB:

• Insert the USB drive into your HP ENVY x360.
• Restart the laptop and press Esc repeatedly to enter the Startup Menu.
• Press F9 to enter the Boot Device Options and select the USB drive.
• Run the diagnostics to check for hardware issues.

To address the ghosting and color issues on your HP ENVY x360 - 15-w050na:

1. Update graphics drivers.
2. Run built-in Windows diagnostics.
3. Use an external monitor to check for display issues.
4. Boot into Safe Mode to rule out software conflicts.
5. Check for physical damage and inspect internal display connections.
6. Reinstall the operating system if necessary.
7. Use HP Hardware Diagnostics UEFI via a bootable USB.

If none of the above steps resolve the issue, it may be a hardware problem that requires repair. Contact HP Phone Support for further assistance.

Hope this helps! Keep me posted for further assistance

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

[Karsty]

Hi Elohi,

Thank you very much for these answers.

I will go through it all as soon as I can and come back with the results.

Best wishes,

Karsty.

[Nal_NR]

Hi @Karsty,

Sure, appreciate it. 

[Karsty]

Hi Elohi,

I have gone through some of the solutions, but, like last time, 7 days after it occured, it resolved itself all by itself. Right now, the screen is back to normal. Very weird.

Karsten.

[Nal_NR]

Hi @Karsty 

That's fantastic! Do keep us posted if anything in the future. Take care

[Karsty]

Yes @Elohi_NR , it's great that it fixed itself again. Although it does make it harder to discover what the issue is. Well, when it happens again I'll go through all those stages you detailed

Thank you

Karsty.

[salma986]

Have you sort it out?😀