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PaulHDavies-8706 asked PaulHDavies-8706 commented

HP Pavilion-14-ce3501na laptop screen flickering or disappearing

Hi team - not sure if this issue has been flagged or posted before -
HP Pavilion-14-ce3501na laptop screen flickering or disappearing since I entered the early adopters Window 11 programme. Incompatible screen driver? but when I try to update the driver I'm told (by both MS and HP) that I'm using the latest current driver? Help

windows-11
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Docs-4663 answered PaulHDavies-8706 commented

Make a free backup images using Macrium > save the images to another disk drive or the cloud

https://www.tenforums.com/tutorials/61026-backup-restore-macrium-reflect.html


Clean install Windows 10 or 11 > test hardware


https://www.tenforums.com/tutorials/2376-create-bootable-usb-flash-drive-install-windows-10-a.html


https://www.tenforums.com/tutorials/1950-clean-install-windows-10-a.html
https://www.tenforums.com/tutorials/9230-download-windows-10-iso-file.html
https://www.microsoft.com/en-us/software-download/windows10

https://www.elevenforum.com/t/clean-install-windows-11.99/
https://www.elevenforum.com/t/download-official-windows-11-iso-file-from-microsoft.1009/
https://www.microsoft.com/software-download/windows11


Windows 10 clean install is preferred.

If it passes testing with Windows 10 then upgrade to Windows 11 for the second test.



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Hi @Docs-4663 - Many thanks for yet another great solution. I haven't tried it yet but will hold it in reserve in case my latest thoughts and actions fail (Just like the changing batteries in the radio mouse!)

I remembered that I had installed a new Anti Virus / Security system (Norton) as recommended by the Internet Provider (BT) in March. I removed the complete Norton package, rebooted the laptop and all seemed OK. In fact I am writing this memo on the laptop screen with no apparent flicker or disappearance.

I have activated the Windows 11 Web and mail protection to safeguard the systems.

I'll keep you informed as tyo whether this has solved the condition on a long term basis.

Thanks again for your concern and assistance.

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Uh-oh :-( No, it hasn't solved the problem on a longer term basis. After about 5 hours (I did not have the laptop on for the intervening period) - I switched on the laptop and the problem was back again.

It is so infuriating - the picture on the laptop screen looks absolutely perfect until you move the cursor from the extended screen to the laptop screen. Then the screen starts to flash on and off and eventually goes dark. Sometimes, moving the mouse a little can restore the screen temporarily - sometimes not. And sometimes the screen will be restored, only to disappear when the mouse is moved.

I'll now try @Docs-4663 "nuclear option" as outlined about thee posts back. I'll report the results back in due course - but it won't be for a day or so.

Thanks again to those who have been assisting me on this problem.

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OK - getting there . . . . . following the method proposed above by @Docs-4663

1) Free Image backup using Macrium - DONE
2) Create bootable USB for Windows 10 - DONE
3) Install a clean fresh copy of Windows 10 - DONE
4) Add in existing programmes - DONE
4a) Office 365
4b) Keypass
4c) HP Support Assistant
4d) HP Smart
4e) etc
RESULT - all OK so far - I'll leave this as is on W10 Home 21H2 19044.1706 for a few days and then upgrade again back to W11

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SSengupta-4080 avatar image
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SSengupta-4080 answered PaulHDavies-8706 commented

Does it flicker in Safe mode also?
If there is no issue with the driver then get it checked by HP Service point.

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Thanks Ssengupta-4080 - I'll try that and post the results. Ta!

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Docs-4663 avatar image
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Docs-4663 answered PaulHDavies-8706 commented

Download and install both:

https://ftp.hp.com/pub/softpaq/sp138001-138500/sp138354.exe

https://ftp.hp.com/pub/softpaq/sp138501-139000/sp138768.exe


Before bed power on the computer and repetitively click F2 or F10 > run the HP UEFI hardware diagnostics overnight > system > extensive > loop until error > the next day > click esc > take pictures of the tests performed with results > post images or share links into this thread > click component tests > run the graphics tests > take pictures > post images or share links displaying the tests performed with results into this thread


The HP Windows hardware diagnostics is less rigorous, has some different tests, but can also be used.

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Hi Docs-4663 : I tried your method and did 8 iterations of the complete diagnostics over a 2 1/4 hour period - all OK - No fails - All Passed.

i use an extended display and a Logitech radio mouse - the extended display shows no distress and I tried changing the batteries on the mouse. That worked for a short time but after an hour or so, the laptop screen started flckering again and disappearing when the mouse pointer focus was put onto an active window on the laptop screen.

I then tries disconnecting the extended display but the problem with the laptop screen persisted

I tried a Plug-In mouse to a USB port - same result.

I'm now going to reboot the laptop without the extended display and without any mouse (and attempt to use the tracker pad on the laptop). I'' have to post this and then try so I'll post results a bit later.

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PaulHDavies-8706 avatar image
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PaulHDavies-8706 answered

Hi - thanks for all the answers - I've done the HP Systems Extensive Test as advised by Docs-4663 (Thank you!).
8 iterations were run over a 2 hour 18 min period with no fails or messages.

Some further information for you all:
1) I use an extended desktop on Windows 11 - to a Dell monitor
2) The Dell monitor does not exhibit the same problems
3) I'm using a radio mouse (Logitech)
4) The problem of the laptop screen flickering and the image disappearing only occurs when the mouse cursor focus is moved onto an active window. Move the mouse cursor off the active window and the image reappears and stops flickering.
5) There is no similar effect when the mouse focus is on an active window on the Dell screen
6) I'll retry the system with a plug-in USB mouse (if I can find one!)
7) I've just replaced the battery in the Logitech mouse, and the problem has not reappeared! Maybe that was the problem?

201765-hp-diagnostics.jpg

201766-systemdiags.log



hp-diagnostics.jpg (148.7 KiB)
systemdiags.log (101.7 KiB)
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PaulHDavies-8706 avatar image
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PaulHDavies-8706 answered

Answer No 3:

I've done the tests as recommended by @Docs-4663 - still the same problem despite passing all the HP Diagnostic tests for 8 iterations.

I also then removed the extended screen and the mouse - still the same problem . . . . . laptop screen flickering and flashing and then disappearing when the mouse pointer on the laptop screen.
Here's a shot of the Windows update recent information:
201830-2022-05-13.png



Now at a bit of a loss to know what else to try . . . .


2022-05-13.png (62.1 KiB)
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