White hyphens all over my screen

[Wizzy271]

Hey everyone,

I have a HP Envy Touchsmart 15-j184na which has an integrated Intel 4600HD & Nvidia 850M graphic card.

I reopened the notebook after using it earlier in the day and was welcomed with a bunch of white hyphens all over my screen. These hyphens seem to move when I highlight an icon with the mouse and they create longer white/grey lines when I open, close or move a window.

I have tried updating/downgrading the driver to no avail but the issue isn't there when the system is in safe mode.

Any advice given that the Intel 4600HD driver is also linked to display controls, local dimming, the function keys & projection controls?

If it helps, I'm currently running a 64bit version of Windows 10 home build 10.0.19041.

Thanks in advance

[Echo_Lake]

@Wizzy271

Thank you for posting on the HP Support Community.

Don't worry as I'll be glad to help, however, to provide an accurate resolution, I need a few more details:

• Did this happen after a recent window or software update?
• Have you made any hardware/software changes?
• Did you make any changes on the settings of your PC prior to the issue?
• When was the last time it worked fine?

System Restore returns your computer to the files and settings from the restore point. Your personal files and documents are not affected. You can also undo a System Restore if the restore does not resolve the issue or if the issue becomes worse.

Click here: https://support.hp.com/in-en/document/c03327545

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.

[Wizzy271]

Hey Lake

Thanks for getting back to me.

I checked windows update and the even log of the display's driver and there doesn't seem to have been any updates which took place.

I used the laptop earlier in the day for generic use before being closed/put into standby mode so the setting would have remained the same and usual.

I ran a system restore but the issue is still present.

Any suggestions? 

Wizzy271

[Echo_Lake]

@Wizzy271

Thank you for posting back. 

Not to worry, I've got a few more steps to isolate the issue. 

Firstly, perform Windows Update and HP Support Assistant: (do not skip any troubleshooting steps if you feel steps are repeating) 

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: Go to Download HP Support Assistant to install the tool.

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.

[Wizzy271]

Hey Lake,

Sadly there was no luck.

Both windows and the Hp support assistant don't have any updates for my system. The system is also running the latest bios version.

[Echo_Lake]

@Wizzy271

Thank  you for posting back. 

I appreciate your efforts to try and resolve the issue. I would suggest performing system factory reset will put the computer back to the original factory settings in this way all corrupted and outdated software will be removed. 

While doing the recovery there is an option to back up your personal files. If you have not previously done one now is a good time. 

Restoring Files that were Backed Up Using HP Recovery Manager (Windows)You can also contact HP support for assistance. They can remotely access your system to help alleviate difficulties: www.hp.com/contacthp/

The HP Cloud Recovery Tool allows you to download recovery software to a USB drive. You can use the downloaded recovery image file in order to install the Windows operating system. 

• Click here: https://support.hp.com/in-en/document/c04758961#AbT3to perform System Recovery (Windows 10) 
• Click here: https://support.hp.com/in-en/document/c06162205 to Use the HP Cloud Recovery Tool (Windows 10)

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.