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dperreau
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Re: Vertical transparent lines and burn in on Internal Laptop Monitor

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I have started having the same exact issue. It began a few months ago and has been getting progressively worse. 

 

I have run all the Windows and HP updates I can find, including checking all device Drivers. None of that has helped. 

 

Usually, it is just annoying with the vertical white lines and apparent burn in, but the burn in is not permanent, so it's something different.

 

This has now started to make the whole screen unusable at times (https://imgur.com/FS4ruwx) 

 

It also appears to be causing system crash, with blue screen and this error message: (https://imgur.com/ZKbXF6j)

that includes something indicating a likely driver failure: "What failed: atikmdag.sys" 

 

I am going to try to update the BIOS as you mention above, but Please help!  

 

6 REPLIES 6
The_Fossette
HP Support Agent
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@dperreau

 

What is the product number of your computer?

 

Meanwhile, update the BIOS and the graphics driver and check if it helps.

 

Cheers!

The_Fossette
I am an HP Employee

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dperreau
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Hello @The_Fossette

 

This is my device info:

 

Product Number: 5UK31AV
Serial Number: 5CD9142S4Q
 
 
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dperreau
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I was only able to update two of the BIOS files listed:

BIOS: https://ftp.hp.com/pub/softpaq/sp111001-111500/sp111004.exe

Intel: https://ftp.hp.com/pub/softpaq/sp87001-87500/sp87259.exe

 

This one gave me an error:

Nvidia: https://ftp.hp.com/pub/softpaq/sp84001-84500/sp84496.exe

 

Error Message:

Nvidia Graphics Driver, Version 388.46

NVIDIA Installer cannot continue

This graphics driver could not find compatible graphics hardware.

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The_Fossette
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@dperreau

 

I recommend you boot to BIOS and check whether you are able to duplicate the issue in the BIOS screen.

 

Cheers!

The_Fossette
I am an HP Employee

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dperreau
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Do you mean check if I still get an error with the NVIDIA bios update?  How do I do that?  

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The_Fossette
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@dperreau

 

I recommend you contact support to further diagnose the issue.

 

Here is how you can get in touch with support.

 

1)Click on this link – www.hp.com/contacthp/

2)Select the product type.

3)Enter the serial number of your device or select let HP detect your product option.

4)Select the country from the drop-down.

5)You should see the HP phone support number or Chat option listed.

 

Cheers!

The_Fossette
I am an HP Employee

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