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HP Notebook and All-in-One PCs - Troubleshooting Screen Issues (Windows 10, 8, 7)

This document pertains to HP notebook and All-in-One computers with Windows 10, Windows 8, or Windows 7.

This document provides solutions to a variety of problems that can occur with notebook and All-in-One displays such as blurry text, poor video performance, black or white screens, or damaged hardware. Find a section below that matches the problem with your display, and then follow the steps to resolve the issue.

Image on screen has fuzzy text, is blurry, or is stretched

Fuzzy text, images that are slightly blurry around the edges, or images that are stretched and out of proportion can be caused by improper screen resolution, incorrect graphics driver settings, or outdated BIOS or graphics drivers.

Figure : Blurry display	Figure : Correct display
Figure : Stretched image	Figure : Image displayed correctly

Use the following steps to resolve a fuzzy, blurry, or stretched display:

Step 1: Restart the computer

Some display problems resolve automatically when the computer is restarted.

If the image and text quality are corrected after restarting the computer, you are done troubleshooting.

If the problem persists, continue to the next step.

Step 2: Adjust the display resolution

Some problems with the display resolution can be resolved by adjusting the resolution. For instance, video games often switch the resolution while the game is running in order to optimize frame rates and graphic quality. If the game shuts down or exits improperly, the resolution might not be restored to the original settings.

note:
The native (recommended) display resolution should produce the sharpest, most precise image on the screen. Resolutions above or below the native display resolution can cause a fuzzy or distorted display.

Use the steps in one of the following sections, depending on your operating system, to adjust the display resolution:

Windows 10

To adjust the display resolution on a computer running Windows 10, use the following steps:

Click Start, type resolution in the Search field, and then select Change the screen resolution from the search results.
The Advanced Display Settings page opens. Click the arrow next to Resolution to open the list of display resolutions.
Click the Recommended display resolution, then click Apply.

Figure : Changing the display resolution

If the image and text quality are corrected after adjusting the resolution, you are done troubleshooting.

If the problem continues, go to the next step.

Windows 8

To adjust the display resolution on a computer running Windows 8, use the following steps:

At the Start screen, type Change screen resolution to open the Search charm. Click Change screen resolution from the list of results.
Click the drop-down menu next to Resolution.
Move the slider bar to Recommended display resolution, and then click OK.

Figure : Screen resolution adjustment

If the image and text quality are corrected after adjusting the resolution, you are done troubleshooting.

If the problem continues, go to the next step.

Windows 7

To adjust the display resolution on a computer running Windows 7, use the following steps:

Click Start, type resolution in the Search field, and then select the Adjust screen resolution Control Panel application from the search results list.
Click the drop-down menu next to Resolution.
Move the slider bar to the native display resolution, and then click OK.

Figure : Screen resolution adjustment

If the image and text quality are corrected after adjusting the resolution, you are done troubleshooting.

If the problem continues, go to the next step.

Step 3: Update the graphics driver software

Some image and text quality issues can be corrected by installing an updated graphics driver. Automatically search for updated graphics driver software using HP Support Assistant (recommended), or using Windows Update.

Update the graphics driver using HP Support Assistant

HP Support Assistant checks for specific resources for your HP computer and finds updates for the graphics driver suite and the LCD panel, if any are available.

note:
Before using HP Support Assistant, be sure you are using the latest version. If you do not have the latest version, or you are experiencing problems with HP Support Assistant, see Download HP Support Assistant (in English).

Use the following steps to find updates in HP Support Assistant.

Open HP Support Assistant.

Select the My devices tab, then select your PC from the device list. Click Check for updates and messages.

Figure : Checking for updates in HP Support Assistant
If a graphics driver update is available, the update displays in HP Support Assistant, along with any other available updates for your computer. Follow the on-screen instructions to install the updates.

Windows 10 - Update the graphics driver using Windows Update

Follow these steps to search for and install suggested driver updates using the Windows Update tool in Windows 10.

In Windows, search for and open Windows Update.
Click one of the following options, if presented, on the Windows Update window:
- Windows Update displays a list of available updates, including graphics driver updates. If updates are available to download, select any updates you want to download, and click Install now.
  
  The installation process could take several minutes, depending on the size and number of updates being downloaded.
  
  Figure : Click Install now
- If no updates are currently listed, click Check for updates. If updates are available to download, select any updates you want to download including graphics driver updates. Then click Install now.
  
  Figure : Check for updates

Windows 8 - Update the graphics driver using Windows Update

Follow these steps to search for and install suggested driver updates using the Windows Update tool in Windows 8.

At the Start screen, type Windows Update to open the Search charm.
In the search results, click Windows Update.

Figure : Windows Update search results

The Windows Update window opens.
Click Check for updates in the left panel.

Figure : Check for updates option

Windows Update displays a list of available updates, including graphics driver updates. Select any updates you want to download, and click Download. Your computer begins installing the updates immediately.

The installation process could take several minutes, depending on the size and number of updates being downloaded.

Windows 7 - Update the graphics driver using Windows Update

Follow these steps to search for and install suggested driver updates using the Windows Update tool in Windows 7.

Click the Start button and type Update in the search box.
In the search results, click Windows Update.

Figure : Windows Update search result

The Windows Update window opens.
Click Check for updates in the left panel.

Figure : Check for updates option

Windows Update displays a list of available updates, including graphics driver updates. Select any updates you want to download, and click Download. Your computer begins installing the updates immediately.

The installation process could take several minutes, depending on the size and number of updates being downloaded.

Step 4: Download and install the latest BIOS and graphics drivers from HP

Many image and text quality issues can be resolved by installing updated graphics adapter device drivers and BIOS firmware.

See the following support documents for more information.

To update the graphics driver, go to the Update the graphics driver section of the HP document Obtaining Software and Drivers.
Notebook BIOS update - For instructions to update the BIOS, see HP Notebook PCs - Updating the BIOS.
All-in-One BIOS update: For instructions to update the BIOS, see HP Desktop PCs - Updating the BIOS.

Image on screen is normally clear but becomes distorted or choppy when running a program with high graphic requirements

If the image on the screen is normally clear but becomes distorted or choppy when running a program with high graphic requirements, try one or more of the following actions to resolve the issue:

Adjust display resolution - Make sure the display resolution matches the software program resolution. See Adjust the display resolution for more information.
Install updated graphics drivers - See the Update the graphics driver section of the HP document Obtaining Software and Drivers support document for more information.
Adjust video game resolution - See the software manufacturer's documentation for information on adjusting the video game resolution.

Image on screen shrinks when an external display is connected

When you view the same image on both the notebook or All-in-One display and an external display panel (monitor, projector, or television), the image shown on the computer display might shrink to a lower resolution, with black borders around the edges of the reduced display.

Figure : Example showing black borders and shrinking screen when connected to an external display

Display with black bars around the edges, and a connected external monitor

This issue can occur when the native display resolution of the computer and the resolution of the external monitor are not the same. When the graphic control detects two displays, it usually defaults to the lower resolution for both devices.

To resolve this issue, disconnect the external monitor to verify that the resolution on the computer display changes back to the desired settings. Reconnect the external monitor, and then adjust the resolution settings for each device using one of the following methods:

Control the graphic display using Windows

To use Windows to control the graphic display, connect both displays, right-click the desktop, select Screen Resolution, and then change the resolution for each display. On some models, you can select an advanced option to either Duplicate the same image on both displays or Extend the desktop image across both displays.

If the problem persists, check for and install any updates to the computer graphics adapter and BIOS firmware.

See the following support documents for more information.

To update the graphics driver, go to the Update the graphics driver section of the HP document Obtaining Software and Drivers.
Notebook BIOS update - For instructions to update the BIOS, see HP Notebook PCs - Updating the BIOS.
All-in-One BIOS update: For instructions to update the BIOS, see HP Desktop PCs - Updating the BIOS.

Control the graphic display using advanced graphics maintenance

Certain computer models that feature a high-performance chip or secondary graphics processing unit (GPU) have an advanced graphics maintenance function. Names of advanced graphics options may vary. To use an advanced graphics maintenance function (if available) to control the graphics display, right-click on the desktop and select one of the following options:

Graphics Properties or Graphics Options (Intel)
Vision engine or Catalyst Control (AMD)
Nvidia Control Panel (Nvidia)

Figure : Example of opening the advanced graphics menu

Example of opening advanced graphics menu

If the problem persists, check for and install any updates to the computer graphics adapter and BIOS firmware.

See the following support documents for more information.

To update the graphics driver, go to the Update the graphics driver section of the HP document Obtaining Software and Drivers.
Notebook BIOS update - For instructions to update the BIOS, see HP Notebook PCs - Updating the BIOS.
All-in-One BIOS update: For instructions to update the BIOS, see HP Desktop PCs - Updating the BIOS.

Image on the screen has small dark or light dots

Because of the nature of LCD technology, a certain number of dots (pixels) might not display correctly. If the display has too many pixel defects within a certain area, the defects might obstruct proper viewing of images on the display.

Install the updated BIOS and graphics drivers to eliminate any potential software display problems.

See the following support documents for more information.

To update the graphics driver, go to the Update the graphics driver section of the HP document Obtaining Software and Drivers.
Notebook BIOS update - For instructions to update the BIOS, see HP Notebook PCs - Updating the BIOS.
All-in-One BIOS update: For instructions to update the BIOS, see HP Desktop PCs - Updating the BIOS.

For more information about pixel defects, see About LCD Panel Defects and Terminology.

Figure : Example of pixel defects in the display panel

Black and white pixel defects on a notebook display

Image on screen flickers, has lines or distorted colors

The following conditions indicate a problem with the display or other computer hardware. There are no adjustments or corrective actions for the conditions in this section and the display will require repair.

Figure : Flickering Screen	Figure : Vertical lines in the display
Figure : Solid horizontal green line	Figure : Incorrect colors

Image on the screen has multiple horizontal and vertical jagged lines, or large white or black areas

A cracked LCD displays damage in a number of different patterns. This type of physical damage can be detected as early as the BIOS-level startup operations, before the computer boots into Windows (or other operating systems). The display must be replaced. There are no actions available to correct this problem. The computer can be used by connecting it to an external monitor.

Figure : Horizontal and vertical lines and large white area

computer display with horizontal and vertical lines

Figure : Diagonal or jagged lines

computer display with diagonal and jagged lines

HP recommends using an authorized repair center for repairing or replacing a damaged display. For additional information, see Diagnosing a Liquid Crystal Display (LCD) for Damage.

No image on the screen, or the screen is blank

If the computer screen remains black or blank, and there are no error messages on the screen, you must determine if this blank screen is caused by a problem with the display, or if it indicates a problem starting the computer.

Figure : Blank screen

To test for a defective display, use the following steps:

Connect the computer to an external monitor with a VGA or HDMI connector cable.
Connect AC power to the computer and the external monitor.
Press the Power button on the computer, and then press the Power button on the external monitor.

If an image displays on the external monitor but not on the computer display, download and install the latest BIOS, the latest graphics driver, and the latest CPU chipset. See the Obtaining Software and Drivers support document for more information.

If there is no image on either the computer display or the external monitor, and the computer does not start properly, this indicates a startup problem, not a display problem. See Troubleshooting Black Screen Displays with No Error Messages During Startup or Boot.