Keyboards marks are visible over light background on the laptop screen

[ShamK]

I bought a new laptop just 3 months ago. While using it, keyboards marks are visible over light background on the laptop screen, but those marks are not visible in the darker or black background. I'm not able to clean them off as well. Need help to resolve this issue. Tried to register complaint via hp.com/callme but it says it is "This service is temporarily unavailable. Please try again later."

[Anand_Andy]

Hi @ShamK,

Welcome to the HP Support Community

I understand you are facing an issue with your HP 14 Laptop PC 14-D5000. Not to worry I will help you to get a resolution to resolve the issue.

To clean smudges from the LCD screen, choose a non-abrasive cloth or towel. Turn off the computer and disconnect the power cable. Wipe the screen gently with a soft, dry cloth. If any marks remain, moisten the cloth with LCD cleaner, and then gently stroke the cloth across the display in one direction, moving from top to bottom.

If you are cleaning the screen of a notebook PC, be sure the LCD screen is dry before closing it or using the computer.

  CAUTION:

Isopropyl alcohol is a flammable liquid. Never spray or pour any liquid directly on the LCD screen. Do not clean the screen while the system is on.

NOTE: Do not use any of the following chemicals or any solutions that contain them: Acetone, ethyl alcohol, toluene, ethyl acid, ammonia, or methyl chloride. If you have a different chemical or solution and are not sure whether it is suitable, do not use it. Using any of the chemicals in the previous list may cause permanent damage to the LCD screen. Some commercial window cleaners contain ammonia and are therefore unacceptable.

Please refer to this document: HP PCs - How to Clean Your Computer

I hope this helps! Keep me posted. 

Please click “Accepted 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!

[ShamK]

Hello Andy, 

Thank you very much for you response. I tried to clean the LCD screen like you mentioned. But those are not smudges so not going away by physical cleaning. These marks appear to be from inside. So the status is still same like the images I have attached in my first massage.

Please support, thank you!

Kind regards

Sham

[Rainbow23]

Hi @ShamK,

Welcome to HP Support Community. 
Thank you for posting your query, I will be glad to help you.

I see that you are getting keyboards marks your HP 14 Laptop PC 14-d5000 (4T802AV) screen.

This could be a hardware issue with the unit and may need repair. 

I suggest that you contact HP Service Center in your location from this web link.
Note: Select your country from the dropdown,  enter the city or postal code, select the product, change the radius, and click on search to locate the nearest HP Service center near your location.

Hope this helps.
Take care and have a good day.