Hello, HP Support Community. I have a potentially serious problem regarding my 13 inch HP Stream Notebook. I received this during May of 2015, and aside from one problem which hasn't been solved yet (which I posted about a few months ago pertaining to headphone audio troubles), everything's been smooth. However, today, something random happened. As I was on the web looking up something, a weird image popped up on the upper right side of my screen.
It looked something like ink bleeding through the screen and it was black with multi-colors. This had never happened before, so I restarted my laptop to see if that would help. To my surprise, it had spread even more and I panicked. I did some research, and apparently, I think it's called "screen burnt/burn/burn in." Now, I know it can occur if you drop your laptop or damage your screen, but I don't have a broken or cracked screen, and I've never dropped my laptop, (it's in tip-top shape and is handled with care) so I figured it was something internal, so I started looking up some solutions, which I'll list below:
1. First, I disconnected all cables, chargers, and other accessories (e.g. flashdrives, sd cards, etc.) and held the power button for about 15 minutes.
2. Second, I turned the laptop off and hit F10 repeatedly to load the bios (was a little confused on how this work and on what to do, so might need an explanation or walkthough on this).
3. Third, I went on Intel's website to see if my driver needed to be updated, but instead of detecting the product and software, it said that Intel Driver and Support Assistant was being blocked and to consult the FAQ. Upon doing that, I found out that possible reasons as to why it didn't go through, including having an older component, the component is discontinued or not supported, the component is not produced by Intel (which it is, so that's not the problem), or I have a customized driver pre-installed by the computer manufacturer, which in this case, is HP.
4. Lastly, when I connected my laptop to an external monitor (In this case, my TV) via HDMI, the image shows up just fine and looks like how a laptop should (which is how I'm able to type this), but the laptop screen itself is still messed up, which is how I determined this is an internal problem.
So, there you have it. I've tried all possible solutions and am at a loss. Some help would greatly be appreciated as HP has amazing customer service and I'd love it if this could get fixed soon, as I use my laptop for pretty much everything, including work! :) I'll list the computer model and specs for greater clarity. If the information listed at the bottom and my solution list isn't enough, I can gladly provide pictures. Thank you and have a good day! :)
Computer Information:
Computer Model: HP Stream Notebook PC 13-c010nr (Energy Star)
Product ID: 00266-70342-78252-AAOEM
Product No.: K2L96UA
Processor: Intel (R) Celeron (R) CPU N2840 @ 2.16GHz 2.16 Ghz
Installed memory (RAM) 2.00 GB (1.89 GB usable)
System type: 64-bit Operating System, x64-based processor
Windows Edition: Windows 8.1 with Bing