Screen Door Effect on Envy 15

[cartmanau]

I have an HP Envy x360 15-cp0013au that I have had for 2 days and has a screen which produces the "screen door effect". There is a diagonal grid all over the screen.

The issue occurs in BIOS and also when running from a Linux USB stick so it isn't a driver issue.

This is the second of these computers I have had - the first was returned with a faulty WiFi card and I don't recall it having the same issue with the screen.

[A4Apollo]

Hi! @cartmanau, Thanks for stopping by the HP Support Forums!

I understand you have display issues with your PC.

Don't worry I'll try to help you out.

Did you make any software or hardware changes on your PC?

Have you tried checking with an external monitor? Does the issue persist?

As you mentioned when you turn on your PC you see screen door effect diagonal lines on the screen.

Try updating the BIOS and graphics drivers on your PC and check if it helps.

Update the BIOS using this link.

Update the graphics driver using this link.

Try calibrating the screen and check if it helps.

Use the Windows key + I keyboard shortcut to open the Settings app.
Click Display.
Click the Advanced display settings link.
Make sure you're using the Recommended screen resolution for your display, and click the Color calibration link to launch the utility.
Click Next to start the process.
The wizard will now walk you through the steps to access the on-screen display menu on your monitor to set specific color settings. Click Next to continue.
Quick Tip: Before moving to the next step, the utility recommends restoring the default display color settings whenever possible. If you're using a custom configuration, it's a good idea to note those settings in case you want to revert the changes.

Click Next again.
Adjust the gamma settings by moving the slider up or down until the small dots are barely visible, and click Next.
Click Next again.
Find the brightness controls on your monitor and adjust the brightness higher or lower as described in the image below, and click Next to continue.
Click Next again.
Find the contrast controls on your monitor and set it high enough as described in the image below, and click Next to continue.
Click Next again.
Adjust the color balance by moving the slider for the red, green, and blue colors until removing any color cast from the gray bars, and click Next.
Click the Previous calibration or Current calibration button to compare the new changes. If the new color configuration is reasonable, click Finish to apply the settings or Cancel to discard the new configuration.
Note: You'll also notice that in this last step, you can start the ClearType Tuner to make sure text is displayed correctly.
 

Also, if you are able to access BIOS try restoring the BIOS to default and check if it helps.

Turn on your PC keep tapping the F10 key, you will boot into BIOS.

From the main or file menu select restore defaults.

Select F10 to save changes and exit.

If the issue still persists after trying out the steps try updating other drivers on your PC using HP support assistant.

Refer this article to know more information about using HP support assistant.

If you are able to access system diagnostics (F2) try running a system diagnostics test on your PC and check if the hardware components are working fine.

Refer this article to know more information about running system diagnostics on your PC.

If the issue still persists after trying out the steps. It a hardware issue with your PC.

Please contact HP support for service options.

HP Support can be reached by clicking on the following link:  
1)    Click on this link – www.hp.com/contacthp/
2)    2) Click on “Continue as guest”.
3)    3) Enter the serial of your device.
4)    4) Select the country from the drop-down.
5)    5) Click on “Show Options”.

If the solution provided worked for you, please mark accepted solution for this post.

Let me know if this works!

Have a wonderful day ahead! 🙂

Please click “Accept as 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!

[cartmanau]

Thanks for your help MrRobot

I haven't made any software or hardware changes. This has happened since I took the computer out of the box.

I have tried with an external monitor connected via the HDMI port - it doesn't persist when connected via HDMI.;

I have followed your steps and the issue is still there so I guess it's a hardware issue 😞

[A4Apollo · Accepted solution]

@cartmanau, Thanks for your quick response and time again.

I appriciate your efforts for writing back to us.

As you mentioned when you connect an external monitor the screen looks fine.

It certainly looks to be a hardware issue with the display cable or the display raw panel itself.

Since it is a brand new unit I suggest you contact the store you purchased from and get the unit replaced.

Or if you have purchased the product from HP you have a 21 day return period from the date of purchase. 

Please contact HP support and get your laptop replaced.

HP Support can be reached by clicking on the following link:  
1)    Click on this link – www.hp.com/contacthp/
2)    2) Click on “Continue as guest”.
3)    3) Enter the serial of your device.
4)    4) Select the country from the drop-down.
5)    5) Click on “Show Options”.
 

Please mark my post as accepted solution if you feel I have answered your query.

Take Care! 

Have a great day ahead! 🙂

Please click “Accept as 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!

[cartmanau]

Hi,
I purchased the laptop from Harvey Norman Blacktown and have spoken to Ahmad and they are refusing to return the laptop claiming it is not faulty.

[A4Apollo]

@cartmanau, Thanks for your quick response and time again.

I appriciate your efforts for writing back to us again.

As you mentioned the store you purchased the notebook from are not replacing the unit.

I will share few details in a private message. Please watch your inbox for more information.

Hope this helps!

Take Care! 🙂

Please click “Accept as 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!