Grey (transparent) "field" in lower 4/5 of internal display

[KSm56]

                 

- There is a grey (transparent) "field" on the lower 4/5 of the internal screen (occurred suddenly some days ago ... PC has worked OK for 3 years).

- The "field" is not visible on an external screen.

- HP system test shows "OK" for all tests except "Video IO test" that says "failed". 

- Clicking the "further Video IO faulttracing" leads to "page cannot be found".

How do I proceed? 

[A_Gayathri]

Hi @KSm56,

Welcome to The HP Support Community.  

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

I understand you are facing an issue with your HP Spectre x360 Convertible Laptop PC is experiencing a display issue that is likely related to the internal screen hardware, given that the grey "field" is only visible on the laptop's display and not on an external monitor. The "Video IO test" failure in the HP system test also suggests a problem with the video output hardware or drivers.
 

Here are some steps you can take to troubleshoot and potentially resolve this issue:

1. Update or Reinstall Graphics Drivers

It's possible that the issue could be related to outdated or corrupted graphics drivers. Here’s how to update or reinstall them:

Update Graphics Driver:

1. Right-click on the Start button and select Device Manager.
2. Expand the Display adapters section.
3. Right-click on your graphics driver and select Update driver.
4. Choose Search automatically for updated driver software and follow the prompts.

Reinstall Graphics Driver:

1. Right-click on the graphics driver and select Uninstall device.
2. Restart your computer. Windows should automatically reinstall the graphics driver.

2. Check Display Settings

Sometimes, display settings might cause unusual behavior on the screen. To ensure this isn't the case:

1. Right-click on the desktop and select Display settings.
2. Scroll down and click Advanced display settings.
3. Check if there are any unusual settings that might be causing the display issue, such as incorrect resolution or refresh rate.

3. Run Hardware Diagnostics HP PCs - Testing for hardware failures

Since the issue could be hardware-related, it’s a good idea to run the full HP hardware diagnostics to see if any other problems are detected:

1. Restart your laptop and immediately press the F2 key repeatedly to enter the HP PC Hardware Diagnostics UEFI.
2. Run a full system test, including the video tests, to see if any other errors are reported.

4. Check for Windows Updates

Sometimes, a Windows update can resolve compatibility or driver issues:

1. Go to Settings > Update & Security > Windows Update.
2. Click Check for updates and install any available updates.

5. Try a Hard Reset

A hard reset can sometimes resolve hardware-related issues:

1. Turn off your laptop.
2. Disconnect the AC adapter and remove any peripherals connected to the laptop.
3. Press and hold the power button for 15 seconds.
4. Reconnect the AC adapter and power on the laptop.

6. Check for Physical Damage

Inspect the laptop screen and hinges for any visible signs of damage or wear that might indicate a hardware problem, such as a loose cable or a damaged screen.
 

Refer to this document: HP Spectre x360 Convertible Laptop PC 15-eb1014no User manual 

HP Notebook and All-in-One PCs - Troubleshooting screen issues (Windows 11, 10)
 

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. 

[A_Gayathri]

Hi @KSm56,

Welcome to The HP Support Community.  

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

I understand you are facing an issue with your HP Spectre x360 Convertible Laptop PC is experiencing a display issue that is likely related to the internal screen hardware, given that the grey "field" is only visible on the laptop's display and not on an external monitor. The "Video IO test" failure in the HP system test also suggests a problem with the video output hardware or drivers.
 

Here are some steps you can take to troubleshoot and potentially resolve this issue:

1. Update or Reinstall Graphics Drivers

It's possible that the issue could be related to outdated or corrupted graphics drivers. Here’s how to update or reinstall them:

Update Graphics Driver:

1. Right-click on the Start button and select Device Manager.
2. Expand the Display adapters section.
3. Right-click on your graphics driver and select Update driver.
4. Choose Search automatically for updated driver software and follow the prompts.

Reinstall Graphics Driver:

1. Right-click on the graphics driver and select Uninstall device.
2. Restart your computer. Windows should automatically reinstall the graphics driver.

2. Check Display Settings

Sometimes, display settings might cause unusual behavior on the screen. To ensure this isn't the case:

1. Right-click on the desktop and select Display settings.
2. Scroll down and click Advanced display settings.
3. Check if there are any unusual settings that might be causing the display issue, such as incorrect resolution or refresh rate.

3. Run Hardware Diagnostics HP PCs - Testing for hardware failures

Since the issue could be hardware-related, it’s a good idea to run the full HP hardware diagnostics to see if any other problems are detected:

1. Restart your laptop and immediately press the F2 key repeatedly to enter the HP PC Hardware Diagnostics UEFI.
2. Run a full system test, including the video tests, to see if any other errors are reported.

4. Check for Windows Updates

Sometimes, a Windows update can resolve compatibility or driver issues:

1. Go to Settings > Update & Security > Windows Update.
2. Click Check for updates and install any available updates.

5. Try a Hard Reset

A hard reset can sometimes resolve hardware-related issues:

1. Turn off your laptop.
2. Disconnect the AC adapter and remove any peripherals connected to the laptop.
3. Press and hold the power button for 15 seconds.
4. Reconnect the AC adapter and power on the laptop.

6. Check for Physical Damage

Inspect the laptop screen and hinges for any visible signs of damage or wear that might indicate a hardware problem, such as a loose cable or a damaged screen.
 

Refer to this document: HP Spectre x360 Convertible Laptop PC 15-eb1014no User manual 

HP Notebook and All-in-One PCs - Troubleshooting screen issues (Windows 11, 10)
 

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. 

[KSm56]

Hi. Thankyou for your advice. 

I have done steps 1 - 6 as proposed. Graphics driver OK, UEFI tests passed, did a hard reset, can see no physical damage etc. But the "grey field" issue remains. And, for shorter periods (some hours) the display has now also started to "flicker" (in dark colours). That new issue disappears by itself after some time, but the "grey field" remains. 

Issue in the Display HW? 

BR/ Kent S  

[A_Gayathri]

Hi @KSm56,

Thank you for your response, I appreciate your efforts. As the issue persists, I am sorry to hear that I'm sending out a private message to assist you with the next course of action. 

Please check your Private message icon on the upper right corner of your HP Community profile Next, to your profile Name, you should see a little blue envelope, please click on it or simply click on this link.

I hope this helps! Keep me posted for further assistance.

Please click “Accept as 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!