Crazy Laptop Boot Problem

[StellaMan]

This is the weirdest thing I have ever encountered in a PC repair in over 20 years of doing it … any help would be extremely appreciated !!!

I have been given a PC Specialist P640HK laptop to fix because the screen won’t work, it’s not been dropped or had anything spilled on it, nothing out of the unusual. Except it actually DOES work, you just have to get it to work … bear with me … I have taken the laptop apart and all connections and cables seem absolutely fine.

1) I turn it on, all the lights work ok, the keyboard lights up, everything whirs & makes the right noises, but absolutely nothing happens on the screen, pressing the screen gets no reaction at all.


2) I attach an external monitor via HDMI and turn it on, it boots up perfectly on the external monitor and I have updated Windows to the very latest release and all Drivers tothe latest versions, Windows runs like a dream, however, absolutely nothing happens on the laptop screen, pressing the screen gets no reaction at all, it's off.


3) I turn it on and immediately close the lid about 75% of the way so that it is still on and doesn’t go to sleep, the icon of the maker (PCspecialist) displays on the screen, so I open it up and it flickers and makes some strange shapes before going dark. However, touching the screen prompts reactions and you can tell that the screen is on in some way. No mouse or key actions make any difference, plugging in the external monitor does nothing.


4) I turn it on and immediately close the lid about 75% of the way so that it is still on and doesn’t go to sleep, the icon of the maker (PCspecialist) displays on the screen, so I leave it mostly closed and it boots correctly, I open it up, log in and the laptop works absolutely perfectly !!! If I do the same with the external monitor plugged in then I can press F7 and it happily switches around until I tell it to use the external monitor only, and I then lose the PC screen again !!!

Can anybody suggest what the hell is going on here ?!? The re-install of Windows included a Format of the 256Gb SSD, and not a Quick one, there is absolutely nothing on the HD that shouldn’t be there, everything is up to date and Windows is running just fine, it’s just this weird problem where the screen will only work if I boot it up with the lid mostly closed and wait until the boot is complete !!!!!

I've attached the Summary & Grapjics details from a Speccy Report ...

 

[Martinr36]

What if you shine a torch on it can you see any image, if so it's likely that the back light is shot

 

[StellaMan]

What if you shine a torch on it can you see any image, if so it's likely that the back light is shot

No, there is nothing like that, as I explained, the screen works absolutely fine if I 75% close it after pressing start and leave it that way until Windows has finished booting up ...

 

[SpyderTracks]

No, there is nothing like that, as I explained, the screen works absolutely fine if I 75% close it after pressing start and leave it that way until Windows has finished booting up ...

Check the BIOS, is it a 3rd party one?

 

[StellaMan]

The BIOS says "Aptio Setup Utility" 2017 AMI

MB Series : P64_HJ,HK1
BIOS Version : 1.05.06TPCS
KBC/EC Firmware revision : 1.05.05

Then right at the bottom it says Version 2.18.1263

 

[SpyderTracks]

The BIOS says "Aptio Setup Utility" 2017 AMI

MB Series : P64_HJ,HK1
BIOS Version : 1.05.06TPCS
KBC/EC Firmware revision : 1.05.05

Then right at the bottom it says Version 2.18.1263

That's legit then, that's fine.

I would see if there's a BIOS update on www.clevo.com.tw for that particular model.

Other than a damaged cable, I can't think what on earth would cause those symptoms, it's like some firmware incompatibility that's reversed where the laptop lid closure results in turning off the display.

Sorry, further EDIT: make sure it's not still in warranty, and if it is, point them to PCS as updating BIOS will invalidate their warranty. If they're coming to you I assume that's not an issue (btw, no offence meant by that in any way shape or form, we've had some particularly sensitive people on the forums the last couple of days, think pub opening day was putting people on edge )

 

[Deleted member 17413]

Shot in the dark, but could it be a damaged wire itself?
If it works when mostly closed, perhaps the wire maintains contact inside but the internal metal itself is broken? Then when you open it the wire gets disturbed inside its plastic sleeve?

Shooting the wind, but what if during start up theres more current going through to the screen while booting, so the "broken" wire gets glitchy if you extend the screen so its open? I could be talking utter nonsense though...

 

[SpyderTracks]

Shot in the dark, but could it be a damaged wire itself?
If it works when mostly closed, perhaps the wire maintains contact inside but the internal metal itself is broken? Then when you open it the wire gets disturbed inside its plastic sleeve?

Shooting the wind, but what if during start up theres more current going through to the screen while booting, so the "broken" wire gets glitchy if you extend the screen so its open? I could be talking utter nonsense though...

That would be my assumption also, a deteriorated motherboard to display cable.

 

[Deleted member 17413]

That's legit then, that's fine.

I would see if there's a BIOS update on www.clevo.com.tw for that particular model.

Other than a damaged cable, I can't think what on earth would cause those symptoms, it's like some firmware incompatibility that's reversed where the laptop lid closure results in turning off the display.

Sorry, further EDIT: make sure it's not still in warranty, and if it is, point them to PCS as updating BIOS will invalidate their warranty. If they're coming to you I assume that's not an issue (btw, no offence meant by that in any way shape or form, we've had some particularly sensitive people on the forums the last couple of days, think pub opening day was putting people on edge )

If i had read this properly, I would of noticed that Spyder might be pointing at the same idea that was kicking around in my head...

 

[StellaMan]

That's legit then, that's fine.

I would see if there's a BIOS update on www.clevo.com.tw for that particular model.

Other than a damaged cable, I can't think what on earth would cause those symptoms, it's like some firmware incompatibility that's reversed where the laptop lid closure results in turning off the display.

Sorry, further EDIT: make sure it's not still in warranty, and if it is, point them to PCS as updating BIOS will invalidate their warranty. If they're coming to you I assume that's not an issue (btw, no offence meant by that in any way shape or form, we've had some particularly sensitive people on the forums the last couple of days, think pub opening day was putting people on edge )

No worries, you'd have to do a lot more than that to trigger me !!!

... and you may be right about the pubs !!!

 

[StellaMan]

A wire was my first thought, but then I'd expect some flickering or some random problems, but everything here is absolutely the same, 100% every time !!!

 

[SpyderTracks]

A wire was my first thought, but then I'd expect some flickering or some random problems, but everything here is absolutely the same, 100% every time !!!

Then that doesn't sound like a cable issue, like you say, you'd get gentle pixelation and blocking before it fully cut out.

 

[Deleted member 17413]

A wire was my first thought, but then I'd expect some flickering or some random problems, but everything here is absolutely the same, 100% every time !!!

....Erm....Haunted?

Im out of idea

 

[Deleted member 17413]

Looks like its a few years old, Intel 7700HQ and Nvidia 1050 Ti ... so 4 or 5 years?

Have they contacted PCS to see what a replacement screen/wiring might cost? A repair job might end up being a lot more than its worth...

 

[Martinr36]

certainly sounds a strange one

 

[ubuysa]

I should point out that any and all contact with PCS will have to be done by the original owner. PCS won't deal with anyone else.

 

[StellaMan]

I should point out that any and all contact with PCS will have to be done by the original owner. PCS won't deal with anyone else.

To be fair, they did respond to me and in a fairly timely manner as well, however, they did say as Ubuysa says ... though the owner can transfer the warranty to me, apparently, though it's obviously expired !!!


Hello Gary,

Thank you for the email and we are sorry to hear that you are having an issue with your system. Based on the description of your issue, it sounds like either there is a loose connection (have you checked the connection behind the laptop screen) or a shorting cable (check the full length of the screen cable that goes between the motherboard and screen, as it might have gotten caught on a sharp corner in the hinge for example). Otherwise you might be looking at some sort of debris inside the laptop itself that is bridging connections that should not be bridged. Give the laptop a good dusting.

Unfortunately since you are not the original owner, and it has not been transferred to yourself we are not able to provide any specific assistance otherwise. But based on the issues as described and the information in the forum message that you have provided it is likely the above possibilities.

If you want further assistance, please contact the original owner and get them to use the Transfer Warranty option on their account to transfer ownership to yourself.

If I can assist you any further then please do not hesitate to contact me.

 

[ubuysa]

To be fair, they did respond to me and in a fairly timely manner as well, however, they did say as Ubuysa says ... though the owner can transfer the warranty to me, apparently, though it's obviously expired !!!


Hello Gary,

Thank you for the email and we are sorry to hear that you are having an issue with your system. Based on the description of your issue, it sounds like either there is a loose connection (have you checked the connection behind the laptop screen) or a shorting cable (check the full length of the screen cable that goes between the motherboard and screen, as it might have gotten caught on a sharp corner in the hinge for example). Otherwise you might be looking at some sort of debris inside the laptop itself that is bridging connections that should not be bridged. Give the laptop a good dusting.

Unfortunately since you are not the original owner, and it has not been transferred to yourself we are not able to provide any specific assistance otherwise. But based on the issues as described and the information in the forum message that you have provided it is likely the above possibilities.

If you want further assistance, please contact the original owner and get them to use the Transfer Warranty option on their account to transfer ownership to yourself.

If I can assist you any further then please do not hesitate to contact me.

I think there are two reasons why they won't deal with anyone but the owner. One is obviously because they can't be sure it's not been stolen at some time. The other I suspect is GDPR related.