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‎08-23-2022 02:59 PM

HP Recommended
Product: HP ENVY 17.3 inch Laptop PC 17m-ch0000 (23T02AV)
Operating System: Microsoft Windows 11

After less than a year the screen has a dark spot in one corner that comes and goes.  I'm still under warranty but I am having a hard time getting live support.  Does anyone know the best practice through HP to get live support, as this is definitely not a software/driver issue?

Category:
3 REPLIES 3

‎08-23-2022 06:28 PM

HP Recommended

Hello @alexsupertramp 

Sorry to hear that you are having problems ... I would like to help you.

First we could do software/system maintenance

 

(1) Run    msinfo32

- Select <System Summary>:

--->>> copy/paste to following key/values pairs:

 

OS Name

Version

System Model

System SKU ( equals HP product number (p/n) )

BIOS Version/Date

 

(2) Start windows <device manager>

- Expand <Display adapters>

- Expand <Monitors>

--->>> Send screenshot

 

(3) Please report your results

(4) In the meantime please read ...

--->>> HP Pixel Policy

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‎08-24-2022 10:03 AM

HP Recommended

alexsupertramp_0-1661356847945.pngalexsupertramp_1-1661356904185.png

alexsupertramp_2-1661356960920.png

Thanks in advance for the assistance. However, I'm fairly certain this is a hardware warranty issue.

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‎08-24-2022 10:17 AM - edited ‎08-24-2022 10:32 AM

HP Recommended

Hello @alexsupertramp 

 

Please follow instructions ...

 

(1) Create system <restore point>

How to Create a System Restore Point on Windows 10 or Windows 11

 

(2) Update BIOS

HP Firmware Pack (Intel Processors)

F.13 Rev.A15.8 MBJul 19, 2022Download

Why should you install the update ?

https://support.hp.com/us-en/document/ish_4123786-2338478-16

Quote: "

Updating the BIOS is recommended as standard maintenance of the computer. It can also help resolve the following issues:

  • An available BIOS update resolves a specific issue or improves computer performance.
  • The current BIOS does not support a hardware component or a Windows upgrade.
  • HP Support recommends installing a specific BIOS update.

"

 

(3) Reboot

(4) Let BIOS be installed until it's completely done !

(5) Install/Update

Intel Chipset Installation Utility and Driver

10.1.18800.8277 Rev.C0.5 MBJul 14, 2021Download

Intel Dynamic Tuning Driver

8.7.10700.22502 Rev.E7.4 MBFeb 25, 2022Download

Intel Gaussian and Neural Accelerator Driver

3.0.0.1400 Rev.A0.6 MBJan 24, 2022Download

Intel Human Interface Device Event Filter Driver

2.2.1.386 Rev.E0.6 MBJan 25, 2022Download

Intel Management Engine Interface Driver

2145.1.42.0 Rev.E18.0 MBFeb 24, 2022Download

Intel Serial IO Driver

30.100.2129.8 Rev.E0.8 MBFeb 25, 2022Download

Intel Thunderbolt Controller Driver

1.41.1229.0 Rev.E18.7 MBFeb 24, 2022Download


(6) Reboot

(7) Install/Update

Intel High-Definition Graphics Driver

30.0.101.1122 Rev.E592.3 MBFeb 21, 2022Download

 

(8) Reboot and check <screen>

https://www.eizo.be/monitor-test/

 

Click blue button [ Start test ]

- Test will start in full screen

- Continue with DOWN key (Down arrow key)

- When finished exit with ESC key

ub6424_0-1661357639766.png

 

(9) Please report your results

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