Facing a Black Shadow Problem

[Dharmendra8882]

When i lift up my laptop and when i get down or get up screen, there is a black shadow, sometimes it forms upper side, sometimes it appears on bottom side. Please provide me a reasonable solution. Please get me out from this situation.

[Jeet_singh · Accepted solution]

Hi @Dharmendra8882,

Thanks for engaging in HP support Forums! This is a wonderful location to converse with the community, get assistance and find tips!

As I Understand you are facing issues with the black shadow on your HP Notebook,

No worries, as I'll be glad to help you, that said, I'll need a few more details to dissect your concern & provide an accurate solution: 

Did you try with an alternate monitor?

Did you check for any damage on the PC?

Have you tried to update the drivers?

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

If you haven't, Please try an alternate monitor to understand if this is either a hardware or a software failure, 

if the issue does not appear on the alternate monitor, you may need to replace the display assembly on your computer, 

if the issue appears on the alternate monitor/TV as well, re-install the graphics card drivers & update it from the official HP Website: Click here 

  

If you don’t have an alternate monitor, I recommend checking if the issue appears on the BIOS screen (restart the computer and tap on F10 to access BIOS) 

This would confirm if it's either a hardware failure or an issue with the graphics card drivers so we may reinstall and update the drivers to fix the issue as mentioned above. 

  

If the issue persists on BIOS as well, please try with a TV to identify if it's the LCD or the motherboard/video card failure, 

  

If the issue occurred after an accident (such as dropping it on the floor, liquid spilled on it, etc.) there could be a hardware failure and in such cases, you may need to get the computer repaired via HP (there could be a charge involved if the PC isn't covered by the accidental damage protection plan) 

  

Reply with the result of the above-mentioned steps, for further assistance. 

Eagerly waiting for your response!

I hope you have a good day ahead,

And Feel free to ask your queries as this forum has some of the best people in the world available and ready to help.

Regards,

[Dharmendra8882]

I have updated the drivers, but still facing the same issue, and as far as BIOS screen is concerned it is ok it means there is no black shadow. For your kind information, when my laptop was in warranty i give it in Service Center (Rajouri Garden), but the problem is not solved. What should i do?

[Jeet_singh]

Hi @Dharmendra8882,

As I understand you have received the computer back from repair and still having the issue, moreover you have followed the steps suggested which seems to have no effect. I would personally suggest you contact our HP phone support so that they can check for the service options available and if required they can once again pickup the unit for repair and have all the hardware components tested and if required they would go ahead set the computer back to the factory conditions.

Please follow the link from the previous post to get the tech support number. I hope this information helps. Let me know if you need any further assistance. I'll be more than happy to help.

Feel free to post your query for any other assistance as well,
It's been a pleasure interacting with you and I hope you have a good day ahead.

Regards,

[Saurabh-211999]

Facing the same issue. Kindly share the customer care number which is working.

[Riddle_Decipher]

@Saurabh-211999 Welcome to HP Community!

Before you attempt contacting the customer care, I suggest you try the below steps to identify and resolve the issue:

Here's what you need to do, to identify the issue and resolve it accordingly:

• If not done already, check if it works fine on the BIOS screen to identify if it's either a hardware or a software issue:
  • If it works fine on the BIOS (Accessed while tapping F10 during a restart) it's a software issue & I suggest creating a new user account to check if that works better, for starters)
  • However, if it doesn't work within the BIOS either, I'm afraid it's a hardware malfunction.

While you respond to that, I have a few more steps that should help: 

Perform a power reset (no data loss) using these steps: Click here, proceed to next step if this works

Attempt to run a test from the HP hardware diagnostic tool, using this link: Click here for details.

If the issue appears on the diagnostics, it could again, determine a hardware failure,

If they don't appear on bios & the hardware tests passed: please update the BIOS & Chip-set drivers from the HP website using this link: Click here

if the issue persists, reinstall windows using the recovery partition or the recovery media to fix the issue,
use this link for details on performing the recovery: Click here

If you aren't comfortable doing the above or it doesn't help, I suggest you talk to HP support and discuss your options, follow the below steps to get started:

1) Click on this link - http://www.hp.com/contacthp/

2) Click on Sign-in or select the product using the below step:

3) Enter the serial of your device.

4) Select the country from the drop-down.

5) Click on "Show Options".

Fill the web-form, to populate a case number and phone number for yourself!

Also, 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, 

here's how private messages work: Click here for details.

If you wish to thank me for my efforts, you could click on "Accept as solution" on my post as the solution should help others too.