Screen shows colored vertical lines after sleep or when I close the laptop...

[JRiggs888]

This has only been happening for the last few days.  Whenever my laptop goes to sleep or I close it, upon awakening it shows a colorful screen with vertical lines, and the curser is a square (picture attached).  Not every time, but a hard restart usually gets it back to normal.  I have used HP Support Assist and the system setting function  to download all recent updates, but the problem persists.   As far as I can tell, my video drivers are also up to date. I have only had this laptop for about 2 years or so and only use it for basic functions like Microsoft Office and media storage.  It has never been dropped or damaged.  I NEVER download anything that isn't from a legitimate source and my virus scanner doesn't detect anything.  Can anyone please offer me some advice?  I'm scared to lose what I have on this computer, and I cannot back it up right now because I am currently on an overseas deployment and do not have my external hard-drive.

Thank you!

Thank you!

[sandytechy20]

@JRiggs888

Welcome to the HP Forums, this is a great location to get assistance! I read your post and see that you are getting display issues. I would like to help you resolve this issue. 

If you haven't, Please try an alternate monitor to understand if this is either a hardware or a software failure, 

if the issue does not appear on the alternate monitor, you may need to replace the display assembly on your computer, 

if the issue appears on the alternate monitor/TV as well, re-install the graphics card drivers & update it from the official HP Website: Click here 

  

If you don’t have an alternate monitor, I recommend checking if the issue appears on the BIOS screen (restart the computer and tap on F10 to access BIOS) 

If the issue does not appear in BIOS, reinstall the graphics card drivers & update BIOS using the above link, 
If it does, Contact HP to replace the LCD/Repair the computer: 

  

If the issue occurred after an accident (such as dropping it on the floor, liquid spilled on it, etc.) there could be a hardware failure and in such cases, you may need to get the computer repaired via HP (there could be a charge involved if the PC isn't covered by the accidental damage protection plan) 

  

Reply with the result of the above-mentioned steps, for further assistance. 

Cheers.

[JRiggs888]

Thank you for responding to my post Sandy.  As you can see in my original post, this problem is only intermitent.  Typically the screen I pictured only appears after the computer sleeps.  In fact, I am working on the computer right now without issues.  Also, as I mentioned previously, this laptop has never sustained any accidental damage.  It is not a hardware issue.  I will attempt to re-install the graphics drivers and BIOS using the link you provided and get back to you.  Thank you for your help!

[sandytechy20]

@JRiggs888

Thanks for the reply.

I appreciate your time and effort.

Yes try updating the graphics driver and bios and check if the issue gets resolved.

Feel free to contact us, if you need more assistance.

Cheers.

[JRiggs888]

Sandy, how do I know which of the drivers to install?  There are several to choose from.

[A4Apollo]

Hi! @JRiggs888, I am the Mr.Robot. It looks like you were interacting with @sandytechy20, but he is out of the office today, so I'll take over from here.

I appriciate your efforts for writing back to us.

As you mentioned the issue is intermittent and you need to know how to find the exact drivers for your PC.

Since you have not shared the product number of product details of your PC. I will not be able to find the exact drivers for your laptop.

So please share the product details of your PC, so I can get you the correct drivers for your PC.

Also, you can use HP support assistant and find the exact drivers for your PC.

You can uninstall the graphics driver from device manager and install the drivers using the HP support assistant.

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

Hope to hear from you soon!

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!

[JRiggs888]

Hello Mr. Robot!  I am so sorry for such a delayed response.  Free time is tough to come by on a deployment and this conversation nearly slipped my mind.  

Please see the specs for my laptop below:

Prioduct Name: HP ENVY x360 m6 Convertible

Product Number: M1V66UA#ABA

Thank you again for your assistance!

[JRiggs888]

Unfortunately the HP support guys stopped replying, so I have no solution yet. I did the exact same thing you do to avoid it.

[A4Apollo · Accepted solution]

Hey there! @JRiggs888, @JRiggs888, Thanks for stopping by the HP Support Forums!

I understand you have display issues with your laptop.

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

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

Does the issue persist in BIOS?

Please provide the product number of your PC to assist you better.

As you mentioned you see colored vertical lines after you wake the laptop from sleep and open the lid on your PC.

I have checked the records and found a service advisory related to the issue you have mentioned.

Try the steps recommended below to solve the issue.

Horizontal and vertical lines are visible on a blank or black screen when the computer lid is opened after the computer resumes from Sleep mode. This occurs when the AC power is not connected to the computer while resuming from Sleep mode.

To solve this issue try updating the graphics driver from the link below.

Intel High-Definition (HD) Graphics Driver
Version: 10.18.15.4281
Revision: 

Link to update the graphics driver.

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

Let me know if this works!

I hope you have a great day! 🙂

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!

[JRiggs888]

I finally have a solution!!!!  Thank you Mr. ROBOT!!!!!  The link you provided installed the updated driver easily and I no longer seem to be having this issue!!!