Problem with horizontal lines across screen on boot

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  1. SaggyMaggyPoo's Avatar
    Posts : 241
    Win 10 64bit
       #1

    Problem with horizontal lines across screen on boot


    Dell Inspiron i5 laptop
    Intel HD Graphics 4000

    I am posting here as I'm not techie enough to know if this is definitely a graphics issue.

    For a short while now there have been multicoloured lines, though mostly pink, appearing across the top half of the screen when booting up.

    They are quite random:

    Sometimes there is a narrow band of lines, sometimes a wider band.
    Sometimes it's just one quick flash of lines, another time they appear several times, another time not at all.

    The lines only stay onscreen for a second or two, and always disappear before the login screen appears.

    We have run Dell's SupportAssist to do a thorough check of the laptop, and this is not indicating anything is wrong with the laptop, except the battery.

    I'm looking for advice - as simple to follow as possible please - on how to check this out further.

    Thanks
      My Computer

  2. dekayd's Avatar
    Posts : 45
    Windows 10 Pro 64-bit Version 21H1 Build 19043.985
       #2

    You could try and run a LCD built-in self test:
    https://www.dell.com/support/kbdoc/e...-a-dell-laptop

    If you don't see the lines described in the test then you know it is not caused by the LCD, or it's cable to the LCD which could be damaged.
    If it is in windows you could try and change it's refresh rate. Have you tried hooking up an external monitor to your laptop?

    Other than that I would consider heading to the drivers page and re-installing its driver:
    https://www.dell.com/support/home/en...driverid=w1ppw
    Last edited by dekayd; 11 Feb 2021 at 11:12.
      My Computers


  3. Posts : 768
    win10 home
       #3

    Have you tried using AC power only,with the battery completely disconnected and preferably removed?

    Does the fault happen during POST or when Win 10 loads?
    If it occurs during bios activity,then shutdown,disconnect all power,remove the motherboard circular battery,noting the positive/negative orientation.
    Press and hold the power button for about 15-20 seconds,which discharges the capacitors.
    Then replace the circular battery and AC power and restart.
    The above procedure resets the bios to Default settings.
      My Computer

  4. SaggyMaggyPoo's Avatar
    Posts : 241
    Win 10 64bit
    Thread Starter
       #4

    [QUOTE=dekayd;2139300]You could try and run a LCD built-in self test:
    If you don't see the lines described in the test then you know it is not caused by the LCD, or it's cable to the LCD which could be damaged.

    Tried the built in self test, all okay. Booted into safe mode, no lines.

    If it is in windows you could try and change it's refresh rate. Have you tried hooking up an external monitor to your laptop?
    No external monitor available to try.
    Other than that I would consider heading to the drivers page and re-installing its driver:

    Tried to update the driver from your link, but got an Access Denied message during the instal, despite using an Admin account. When we went into Dell to update the driver, it gave an AMD Radeon driver, but the laptop doesn't have Radeon, it has Intel HD 4000. Can you suggest where to find the correct driver please, the one that is shown in Device Manager is from 2015.
      My Computer

  5. Fabler2's Avatar
    Posts : 3,186
    Windows 10 preview 64-bit Home
       #5

    [QUOTE=SaggyMaggyPoo;2139648]
    dekayd said:
    You could try and run a LCD built-in self test:
    If you don't see the lines described in the test then you know it is not caused by the LCD, or it's cable to the LCD which could be damaged.

    Tried the built in self test, all okay. Booted into safe mode, no lines.

    If it is in windows you could try and change it's refresh rate. Have you tried hooking up an external monitor to your laptop?
    No external monitor available to try.
    Other than that I would consider heading to the drivers page and re-installing its driver:

    Tried to update the driver from your link, but got an Access Denied message during the instal, despite using an Admin account. When we went into Dell to update the driver, it gave an AMD Radeon driver, but the laptop doesn't have Radeon, it has Intel HD 4000. Can you suggest where to find the correct driver please, the one that is shown in Device Manager is from 2015.
    Support for discontinued Intel GPU. Support Options for Discontinued Intel® Graphics Products
      My Computers

  6. f14tomcat's Avatar
    Posts : 54,366
    Multi-boot Windows 10 - RTM, RP, Beta, and Insider
       #6

    Members.

    If possible, please avoid red font in your posts and replies. It is quite difficult to read and hard on the eyes. Thanks.
      My Computers

  7. dekayd's Avatar
    Posts : 45
    Windows 10 Pro 64-bit Version 21H1 Build 19043.985
       #7

    Saggy, on the dell website it says that model came with either an Intel or Radeon graphics card. You definitely need to check which graphics card you have. Apparently you tried to download a driver which wasn't compatible for your laptop.
    Go to the search box and type in Device Manager. Look for Display Adapters and click on the arrow. It will list which one is installed.

    If it says Intel HD Graphics 4000 go here:
    https://www.dell.com/support/home/en...spiron-15-3521

    if it is an AMD Radeon HD Graphics Driver go here:
    https://www.dell.com/support/home/en...spiron-15-3521

    Let us know which on board graphics you have.
      My Computers

  8. f14tomcat's Avatar
    Posts : 54,366
    Multi-boot Windows 10 - RTM, RP, Beta, and Insider
       #8

    CPU: 2.30 gigahertz AMD Ryzen 7 3700U would indicate AMD onboard GPU, I would suspect. Just guessing.
      My Computers

  9. Berton's Avatar
    Posts : 11,043
    Win10 Pro Versions 2004 and 2009/20H2, Win10 Pro IP_Dev, Win10 Home 1909
       #9

    f14tomcat said:
    Members.

    If possible, please avoid red font in your posts and replies. It is quite difficult to read and hard on the eyes. Thanks.
    To add, some themes on this and other forums may show Hyperlinks/URLs/clickable links in red, I'm using Flanders.
      My Computers

  10. f14tomcat's Avatar
    Posts : 54,366
    Multi-boot Windows 10 - RTM, RP, Beta, and Insider
       #10

    Berton said:
    To add, some themes on this and other forums may show Hyperlinks/URLs/clickable links in red, I'm using Flanders.
    That's true. Some themes take bright colors and really create a mess. Have to be careful. I believe it was requested by Admins not to post in bright colors.
      My Computers


 
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