Laptop screen color saturation shifts while viewing videos in Netflix app and edge browser

[dhev]

This happens while playing Netflix in HD. I tried disabling the Intel gpu and played in Netflix app, there is no color saturation issue while playing video.

The other issue i'm facing with display is display randomly goes black with some line and the system auto restarts. This issue gets resolved in a day automatically. But this issue is annoying and HP service centre were not able to diagnose the exact issue and said it may be problem with gpu. I tried with various intel drivers, but the issue is still there.

[Echo_Lake]

@dhev
Thank you for posting on the HP Support Community.

• Does this issue persist while watching Youtube videos or videos?
• Did this happen after a recent window or software update?

I have a few troubleshooting steps we could try to fix the issue:  

Firstly, try changing the refresh rate from 60p Hz to 40p Hz this should fix the issue. if not then follow the next step.

Next step:

• Reset Microsoft Edge. steps
• Reset Microsoft Edge Through Its Settings
• Open the “Settings” menu by clicking the three horizontal dots in the upper right corner of the Edge window and choose “Settings.”

Under Clear browsing data, click “Choose what to clear” and then click “Show more.” There are a lot of data types here. Select them all and click “Clear.” Restart your PC and re-open Edge for a clean slate.

Then check again. If it continues,

If you are able to watch in another browser, your current browser may be experiencing an issue with the Silverlight plug-in used by Netflix. If you're unable to watch in multiple browsers, or if you prefer to use your current browser, continue to the next troubleshooting step.

You may be running an outdated version of the Silverlight plug-in, or the plug-in may have become corrupted.

To uninstall the Silverlight plug-in:

Windows 8 or Windows 10

1. Quit all open browsers - including this window! You may want to print the following steps.
2. Swipe from the right edge of the screen, then tap Settings. (If you're using a mouse, point to the lower-right corner of the screen, then click Settings.)
3. Select Control Panel
4. Underneath Programs, select Uninstall a program.
5. Locate and select Microsoft Silverlight
6. Select Uninstall

Then reinstall the latest version of Silverlight from this link and select the option for downloading for windows.

This should do the trick for you. This could work for YouTube also.

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.

[dhev]

Answering to you're question:

• Does this issue persist while watching Youtube videos or videos?

           Yes, This issue happens while watching Youtube videos and Netflix in edge browser and in Netflix app.

• Did this happen after a recent window or software update?

           No, This issue was from the day one I brought the Laptop.

    ->The issue is solved after changing the refresh rate of the screen to 40p Hz. But this may affect while playing games? 

The other issue is not yet resolved. The screen goes blank with some lines and system restarts multiple time. This happens randomly and after a day system works fine. Lemme share the pic of the screen when it happened..

[Echo_Lake]

@dhev

Thank you for the picture this explains more than words. 

Have you tried connecting the computer to an external monitor or TV? If it works fine on an external screen then it's not a software-related issue.

Meanwhile, let's update the system software and display drivers using Windows Update and HP Support Assistant:

To check for updates now, select the Start button, and then go to Settings  > Update & security  > Windows Update, and select Check for updates.

Install updates from HP Support Assistant:

1. To open HP Support Assistant, double-click the HP Support Assistant icon .
2. Click My devices in the top menu, and then click Updates in the My PC or My notebook pane.
3. Click Check for updates and messages to scan for new updates.
4. Review the list of updates. Updates with a yellow information icon are recommended. Updates with a blue information icon are optional.
5. Click the update name for a description, version number, and file size.
6. Select the box next to any updates you want to install, and then click Download and install.

And, also run BIOS Update: Follow steps from the link: https://support.hp.com/in-en/document/c00042629

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.

[Echo_Lake]

@dhev

Thank you for posting back. 

Glad to hear that the Netflix issue is resolved.

To get the answer to this question, Yes! the GPU is managed by system board which cannot be changed or modified. 

You can reach out to our Support and our Support Engineers should be able to check the available service options in order to diagnose the computer physically and let you know the repair cost. HP Support can be reached by clicking on the following link: www.hp.com/contacthp/

Note: HP-service center will provide afer repair warranty.

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.

[dhev]

Regarding this issue, i gave my laptop to service centre and they were not much helpful in solving the issue. I escalated the complain to India HP service head too and even after that they didn't solve the problem. Laptop was almost 50 days in service centre and still they can't solve the issue. Is there any other way to solve the issue?