HELP: Laptop Screen Have Lines; No Lines in BIOS; Software Problem

[kriszellem_25]

I was using my laptop then suddenly the screen display bled white coming from all sides of the monitor then started having vertical lines (also invisible horizontal lines at some time because the texts are distorted sometimes). The so-called vertical lines disappears or changes in transparency when I'm using/ browsing over websites and apps in dark mode. 

Some of the troubleshootings I did:

• Updated Drivers to the latest version but the lines are still there.
• Did BIOS. No vertical or horizontal lines there.
• Screen resolution is in recommended settings.
• Monitor's refresh rate is at recommended setting.
• The lines completely disappear on the "graphics driver" update dialog box/ app window. (which is in dark mode.)
• The lines changes in transparency and color depending on the background.
• Both of my graphics drivers are up-to-date.

[Kindly see the attached photo for laptop specifications.]

[Jean_Intel]

Hello kriszellem_25,

Thank you for posting on the Intel️® communities. We understand that you are having issues with your laptop.

In order to have a better understanding of your issue, please provide me with the following:

• Was there any Software update before the issue started?
• Is the issue present in others when using an external monitor/display?
• Your system has two different graphics card (Nvidia GeForce 940MX and Intel HD graphics 620), does the issue persists if you disable the Nvidia card using the device manager?
• Create a report using the Intel®️ System Support Utility (Intel®️ SSU):
  • Download the Intel SSU
  • Open the application and click "Scan" to see the system and device information. By default, Intel®️ SSU will take you to the "Summary View."
  • Click on the menu where it says: "Summary" to change it to "Detailed View."
  • To save your scan: click "Next"; then "Save."

Best regards,

Jean O. 

Intel Customer Support Technician

[kriszellem_25]

Hi, good day to you!

I would like to apologize for the late response. I've been busy with my job applications these past few week.

Here are the answers:

• Was there any Software update before the issue started?

I noticed that the Windows defender was color yellow a few hours before that problem happened. Then on February 25, 2023 at midnight, the Windows Defender Updated automatically. The problem occurred at exactly  1:15 A.M. Philippine Local Time.

• Is the issue present in others when using an external monitor/display?

I haven't tried to do so. I don't have a VGA or HDMI cable with me.. Can I try to connect it thru wifi? Does it work the same thing?

• Your system has two different graphics card (Nvidia GeForce 940MX and Intel HD graphics 620), does the issue persists if you disable the Nvidia card using the device manager?

I disabled the NVIDIA graphics card in the device manager, the colored lines are still there. 

• Created a report using the Intel System Support Utility (Intel SSU) by following the step-by-step procedure.

(Kindly see the attached photos for the Intel SSU Report and Windows Update history.)

[kriszellem_25]

Here are some of the additional Intel SSU Reports: 

[Jean_Intel]

Hello kriszellem_25,

We hope you are doing fine.

Were you able to check the previous post?

Let us know if you still need assistance.

Best regards,

Jean O.  

Intel Customer Support Technician

[Jean_Intel]

Hello kriszellem_25,

Thanks for the information provided.

Regarding your question about trying a wireless display, this would not be necessary since this recommendation was to try to confirm if the issue was related to the graphics driver, and when using a wireless display, you may instead be using the wireless driver.

The best thing to do is to use the drivers provided by the system manufacturer (OEM) to eliminate the potential impact caused by loading non-custom drivers. Perform a clean driver installation, updating your graphics card to the Latest driver available on the Asus website, V26.20.100.7325. Sometimes, corrupted files from previous installations of drivers can linger on a system which can cause driver updates to not work as expected.

Best regards,

Jean O.

Intel Customer Support Technician

[Jean_Intel]

Hello kriszellem_25,

We hope you are doing fine.

Were you able to check the previous post?

Let us know if you still need assistance.

Best regards, 

Jean O.  

Intel Customer Support Technician

[Jean_Intel]

Hello kriszellem_25,

We hope you are doing fine.

We have not heard back from you. So we will close this thread. If you need any additional information, submit a new question, as this thread will no longer be monitored.

Best regards.

Jean O. 

Intel Customer Support Technician.