screen fading with HP Spectre x360

[MrFin]

Hello,

my laptop has still the same problem and it has got even worse. Freeze takes longer time than before. 

I am forced to use external monitor with laptop and with it there is no problems. Even when laptop screen freezes the macine with external monitor still works.

But now there is also a new problem, a total machine freeze, where all stops (once a week) and machine needs to be reebooted. 

I have waranty ending soon so I have to send machine to repair... I dont know how to survaive durint the repair time... 😞

[JD_]

HP Agent, MrsTenter, suggested a couple of software adjustments, which do not resolve the problem.  This problem is definitely hardware related.

Everything works fine, then suddenly vertical lines appear on the screen, the mouse pointer will not move (I use a USB mouse), touch screen inputs are non recognized and everything is frozen, keyboard does nothing.  To rectify, I have to fiddle with the screen, moving the hinges back and forth a few times, which solves the problem every time.   So far, at least.

It's clearly a hardware problem associated with the connection between the screen and the computer itself.  Seems to be a problem with the connection through the screen hinge.

My HP Envy 15.6 x360 is only about 9 months old.  This problem cropped up 3 or 4 months ago and I've been living with it every day.  Probably wiggle that screen 20 or 30 times a day!

Question for HP:  Can you fix this problem?

Thanks,

JD

[Technocrazy]

I have the same issue.  Screen fades and locks up, EXCEPT, the second monitor that i have hooked up works fine.  Like nothing is wrong.

[Sparkles1]

Hi @Technocrazy,

Thank you for your query.  I grasp that the image on the screen fades and freezes, yet the external monitor continues to work fine. What is your precise model of  Spectre x360? HP Notebook PCs - How Do I Find My Model Number, Serial Number or Product Number? What operating system are you running?

I am assuming you are running Windows.  Have you done all the Windows updates? Did you run the Windows troubleshooter? Have you run the HP Support Assistant?  Does the entire notebook freeze when this happens or just the display? If you change the position of the screen, is there any change? Is the notebook in a particular position when this happens? 

Please click the “Thumbs Up” below to thank me for my efforts! If one of my posts help you to resolve the issue you are experiencing, please click the "Accept as Solution" so that others who may be having the same difficulty can find the answer more efficiently. Thanks for taking part in the HP Forums!

[JD_]

Sparkles1 - Technocrazy said he has the same problem as I have.  It's clearly a hardware problem as noted in my response post to Mrs Tenter, HP Agent.  Has nothing to do with software updates that HP agents keep suggesting.

My HP Envy 15.6" (Model 15-U111DX Laptop PC with Intel Core i7-5500U Processor, 12GB Memory, Touchscreen, 1TB Hard Drive) is in the shop for repairs.  (No, it's not a Spectre x360, but it has the same problem.)  My machine has been in the shop for more than 3 weeks now.  First they thought it was the cable from the motherboard to the screen, because according to the tech guy it looked like it was just "taped in" and he thought the connector might have been broken in assembly.  

Amazingly, HP won't sell a replacement cable for their own PC!   Great service.  

Fortunately we were able to locate a replacement cable from another source.  But unfortunately that didn't solve the problem.  So now they're replacing the display itself!

Seemed like a good machine when I bought it, but sadly this does not seem to be the HP I knew in the past.

[Technocrazy]

Seems like a hardware problem to me too.

Have the QHD monitor and Windows 10 Home Insider Preview Build 14915 160826-1902

Product name:HP Spectre x360 Convertible 13
Product number:L0Q52UA#ABA
Serial number:5CD5152033
Software build ID:15WW1KPA602#SABA#DABA
Motherboard ID:802D
Feature byte:5F6b7N7R7WaBaHaqasauawbEbPbSbVbhbncbce.Bm
OS version:ML
Service ID:20150621
BIOS:F.42-06/22/2016
Keyboard revision:58.62
Total memory:8.00 GB
Processor name:Intel(R) Core(TM) i7-5500U CPU @ 2.40GHz

[MrFin]

Hello,

I started this post... my x360 was in repair and they changed the whole screen and that problem is now solved... no more screen freezing. It is a hardware problem, so please don't waste customers time with software updates.

[Technocrazy]

Not a software problem. I rolled back to the previous driver and it still did the fading. A driver issue would probably have affected both monitors internal and external

[JD_]

Repair shop replaced LCD itself (touch screen monitor), and that finally solved the problem. 

JD

[Technocrazy]

Got a call from HP about fixing cracking speakers and wonky screen.  Here is what I sent to them after getting a quote of $230 USD to fix both problems.

----------------------------------------------------------

Re: screen fading with HP Spectre x360

From: Technocrazy

To: JeffHelp

Sent: ‎09-07-2016 09:56 AM

Read: Not Yet Read

Add Technocrazy to FriendsIgnore TechnocrazyReport Inappropriate Content

Jeff

I was contacted by Linda regarding my Spectre X360.  She quoted me a repair price for fixing the crackling speakers and wonky screen.  $230.00  This is absolutely ludicris.  Here's why...

I contacted HP support multiple times prior to warranty ending regarding the cracking speakers.  I told them to keep my ticket OPEN since there was NO RESOLUTION of the problem.  HP Case # 3021948470.  They closed it and sent me an email.  I called back and told them I did not authorize them to close the ticket since NOTHING was done.

Now the screen is starting to go out.  It started several weeks ago and I mentioned that in one of my posts on the forum. 

Just to remind you..I purchased HP's top of the line Spectre X360 with i7 and the QHD display the flagship of the fleet.  BEST ONE OUT THERE. $1,399.00 USD.  Fabulous computer and one of the best that I have used. Until...The flagship laptop should not have cracking speakers or a screen that craps out after less than 14 months!  I have an old HP Pavilion laptop that is about 6 years old and the screen and speakers work ---still.

I would like both issues resolved under warranty coverage.  Both have significant discussions/complaints on the forum support board.  Is it class act, or class action?

Thanks.

Regards,

Paul

PS - copying this and emailing to Linda too.