Laptop displayissue

[Xardaser]

Hi,

I would like to get an advice for solving an issue with my laptop's display.

The serial number of my laptop is [Personal Information Removed] and I'm running Windows 10.

I'm suffering two issues. Previously wanted to wait with the second one, but now it is a good time to solve both.

So 1) I've discovered a light leakage on my display. I did not make any hardware nor software changes to the display. I've tried to connect the laptop to an external monitor and I can't see the light leakage there so it has to be an issue of the laptop's display. It is not very big and it manifested along a straight line on the display - approximately 5 cm long and max 2-3 mm wide.

2) I can see tracks of my keyboard which are imprinted on the display. Especially the space bar makes the most visible imprint on the display. I understand that the 17'' display is huge, but is it normal for it to bow in the middle so the display is covered with the imprints of the keyboard under normal usage? I use the laptop for office work and school and I store it and move it around carefully.

Since this is a hardware issue, are these defects covered by my warranty? The laptop was quite expensive for my standards and I hoped it would mean acquiring a high quality standard which would last at least for the duriaton of the warranty which has still not expired.

Thanks!

[Xardaser]

I put it ofcourse in the wrong category, not desktops, but notebooks, hopefully a moderator can move it

[Riddle_Decipher]

@Xardaser Here's what you need to do, to identify the issue and resolve it accordingly:

• If not done already, check if it works fine on the BIOS screen to identify if it's either a hardware or a software issue:
  • If it works fine on the BIOS (Accessed while tapping F10 during a restart) it's a software issue & I suggest attaching an alternate monitor to your device and creating a new user account to check if that works better, for starters)
  • However, if it doesn't work within the BIOS either, I'm afraid it's a hardware malfunction.

While you respond to that, I have a few more steps that should help: 

Perform a power reset (no data loss) using these steps: Click here, proceed to next step if this works

Attempt to run a test from the HP hardware diagnostic tool, using this link: Click here for details.

If the issue appears on the diagnostics, it could again, determine a hardware failure,

If they don't appear on bios & the hardware tests passed: please update the BIOS & Chip-set drivers from the HP website using this link: Click here

if the issue persists, reinstall windows using the recovery partition or the recovery media to fix the issue,
use this link for details on performing the recovery: Click here

P.S: Welcome to HP Community 😉

Keep us posted,

If you would like to thank us for our efforts to help you, 

Give us a virtual high-five by clicking the 'Thumbs Up' icon below, followed by clicking on the "Accept as solution" on this post, 

Have a great day!

[Xardaser]

Hey @Riddle_Decipher , thanks for attending to my problem.

1) I checked the light leakage on the BIOS screen and it is visible there.

https://imgur.com/dFKxRsX

2) The scratched display is of course visible even when the laptop is turned off so no need to check at the BIOS screen 😄

Please, note, that I mean only the circled parts, especially the higher one.

https://imgur.com/Zhyecph

I've attatched links with pictures for both problems. I know the quality of the pictures is not the highest, but it should do.

So are these issues something that is covered by HP Pavillon standard warranty?

[Riddle_Decipher · Accepted solution]

@Xardaser If the light leakage among other issues didn't occur after any accidents you've had with the device, it should be covered by the standard warranty, and I suggest you talk to HP support and discuss your options, follow the below steps to get started:

1) Click on this link - http://www.hp.com/contacthp/

2) Click on Sign-in or select the product using the below step:

3) Enter the serial of your device.

4) Select the country from the drop-down.

5) Click on "Show Options".

Fill the web-form, to populate a case number and phone number for yourself!

Also, if you are having trouble navigating through the above options, it's most likely because the device is out of warranty, if yes? please send me a private message with the region you are contacting us from, 

here's how private messages work: Click here for details.

If you wish to thank me for my efforts, you could click on "Accept as solution" on my post as the solution should help others too.

[Xardaser]

Thanks for help I will contact hp support as my warranty is still quite fine:)