How to fix screen burn and non-working screen

[MichaelJamie]

Every time my laptop is on and not connected to an external monitor (operating on its own) it looks like this:

It has never been dropped and always handled with care.  One day when I plugged in the external monitor via HDMI it simply went like this and hasn't gone back since.  I've spoken with support, installed all the latest drivers, and now they are saying I need to completely wipe the system and factory reset.  However, they are in India so there is a partial language barrier there.  How else can I get this fixed?  This is a months-old laptop and shouldn't be having issues already...

[Flower_Bud]

Hi @MichaelJamie, 

Welcome to HP Forums,

This is a great place to get support, find answers and tips,

Thank you for posting your query, I'll be more than glad to help you out 🙂

As I understand, you're having issue's with Display. 

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

Were there any recent hardware/software changes made? 

Did you check the display in BIOS?

Let's try these troubleshooting steps: 

Power Drain:

1. Remove the computer from any port replicator or docking station.

2. Disconnect all external connected peripheral devices such as USB storage devices, external displays, and printers.

3. Unplug the AC adapter from the computer.

4. Remove the battery from the battery compartment. (This step is applicable only for the PC which has an external battery)

5. Press and hold down the Power button for about 15 seconds to drain any residual electrical charge from the capacitors that protect the memory.

6. Insert the battery and plug the AC adapter back into the notebook computer, but do not connect any of the peripheral devices.

7. Press the Power button to turn on the computer.

If the issue persist, I would request you to continue troubleshooting from the link: Click here

Also, try booting to BIOS and check the display quality: 

1. Hold the power button for at least five seconds to turn off the computer.
2. Turn on the computer and immediately press the F10 key repeatedly, about once every second.

If the issue persist in BIOS, it will be a hardware issue. I would suggest you to contact our phone support for service options. 

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

* Open link: www.hp.com/contacthp/

* Enter Product number or select to auto detect

* Scroll down to "Still need help? Complete the form to select your contact options"

* Scroll down and click on HP contact options - click on Get a Case & phone number.

They will be happy to assist you immediately.

Keep me posted!

I hope you have a good day ahead,

And feel free to ask any other queries as well,

Considering, this forum has some of the best people in the world available and ready to help.

[MichaelJamie]

Thank you!  I contacted your support and they said to send it in as it is a hardware issue.

Appreciate it!

[Flower_Bud]

Hi @MichaelJamie,

You're welcome! I am glad to hear phone support took care of the issue. 

Cheers 🙂