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HP Recommended
HP Pavilion Laptop 14-ce0xxx
Microsoft Windows 10 (64-bit)

My screen constantly dims when I'm watching a video on full screen! comes up as awful, grainy picture quality. 

If I move my mouse, the screen returns to normal for about two seconds and then goes dull again. literally having to constantly move my mouse to be able to watch anything! 

This has been happening for over six months but have been unable to get help from anywhere!! Happens on netflix, Prime, Disney plus and also on videos on the laptop itself that are not being streamed so I know it is not a problem with the internet. 

The HP support were absolutely useless. Tried videos on youtube and to get help from anywhere but nothing works!

Installed all new updates to see if that works but most of the explanations are telling me to turn off functions that i cannot even seem to access. For instance "disable auto dimming" or "brightness settings" (which is meant to be under the display on power settings), neither of which seem to exist on my laptop.

1 REPLY 1
HP Recommended

@lydia2493 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!

Riddle_Decipher
I am an HP Employee

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