HP Envy Screen fades to white and cursor stops responding

[vinceb29]

Hi, about two days ago my laptop began having this issue.  While using it, the screen would randomly  begin to fade to white and the mouse would cease responding.

The first time it did this I thought Windows had frozen so I did a hard boot.  It came back up ok so I thought I was done.  Until it happened again.

At this point, I rebooted again and then searched the issue.  It seems this is rather common for HP Laptops, but none of the posts I have seen ever had a cause or a fix.  There are several posts where HP indicates they will help with the issue, but that is the last HP entry and then it goes silent.

One post mentioned it might be a loose contact, so I tried putting pressure around the display perimeter (the black margin area at the top of the display).  This seemed to work, albeit temporarily.

Others mention external displays still work,although I do not have one to test.

Does anyone know the cause for this issue, and what the suggested fix is.  Is it a cabling issue, is it a failing graphics chip, is it a failing display?

I'm still happy with the laptops performance so I would like to fix it but need to know what to do first.  I don't want to spend $$$ on a repair shop taking guesses.

THanks

- Vince

[Riddle_Decipher]

@vinceb29

Thank you for joining HP Forums. 

I'll be glad to help you 🙂 

As I understand the screen fades to while and the cursor stops responding,

Don't worry as I'll be glad to help, however, to provide an accurate resolution, I need a few more details: 

• Since you don't possess an alternate/external monitor, did you check if these issues appear in the BIOS Screen?
  • If not, please do, as it would help us validate whether this is a hardware or a software issue.
  • Basically, if it happens in BIOS as well, it's a hardware issue.

While you respond to that, here's what else you need to know:

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, this could be a hardware malfunction within the motherboard/video card failure, 
• If it doesn't appear on BIOS, you may want to start with updating the BIOS, Chipset and graphics card using this link: https://hp.care/2B3MVQS

If you've confirmed it to be a hardware malfunction, please Contact HP:

HP Support can be reached by clicking on the following link:  

1) Click on this link - https://hp.care/2moMFSc

2) Click on "Continue as guest".

3) Enter the serial of your device.

4) Select the country from the drop-down.

5) Click on "Show Options".

Fill the web-form. 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 repair services under the manufacturer's warranty will be free of charge.

If you would like to thank me for my efforts to help you, 

feel free to give me a virtual high-five by clicking the 'Thumbs Up' icon below, 

Followed by clicking on the "Accept as solution".

Have a great day!