Hardware or Software?

SMC_2

Can anyone tell me best way to work out if it is a hardware or software issue that is causing a white screen on a laptop.

It started as being intermittent would happen for a minute or so then sort itself, then it became such that it would do it for several hours, couldn't do anything, taking battery out and restarting and still white screen would be there, it then stayed like this for a two days and has now restarted ok but I know it is most likely going to happen again.

I need to work out if it is software or hardware as if it is hardware then I can send it back to the makers or repair as it is less than 5 months old but the makers are trying to wriggle out of it (long story) so I want to try and be sure if it is hardware or not.

j2011

When does the white screen appear?

If it is when you first switch on and you should see the BIOS info I would say it was a hardware fault.

If it occurs after the computer has booted into Windows I would say a software fault.

Knarf44

Hardware or software doesn't matter - your first port of call should be the retailer you bought it from as it's still covered by the manufacturer's warranty. The more you attempt to fix it yourself the more likely any warranty claim will be rejected.

SMC_2

There is no pattern to when it happens, it just suddenly does it and as I said can take up to two days to let me back on, won't boot, just comes up with white screen and I can't get into BIOS or anything, just have to leave it till it decides to let me reboot.

If it is software what should I be looking at doing?

SMC_2

Knarf44 wrote: »

Hardware or software doesn't matter - your first port of call should be the retailer you bought it from as it's still covered by the manufacturer's warranty. The more you attempt to fix it yourself the more likely any warranty claim will be rejected.

Well you see that is difficult as this laptop was sent to me brand new in November, it was replacement for one that couldn't be repaired (parts no available) and company are trying to tell me there is no guarantee as it dates back to the purchase date of original laptop. I am not convinced or happy about this as I feel they have sent me a laptop that is not fit for purpose, I am awaiting a reply from them about this issue.

Knarf44

I don't think the time period should make any difference the original laptop and now it's replacement are obviously not fit for purpose. There are many better consumer rights experts on here than me who I'm sure could advise you on what steps you need to take to sort this situation out.

In the meantime, name and shame the company and tell us the laptop's make and model.

SMC_2

It is an Acer Travelmate 5344, I wouldn't have chosen another Acer as last one was nightmare from start to finish but they gave me it brand new so wasn't going to argue.

Knarf44

I still think you should go down the consumer rights process and don't let them fob you off.

In the meantime - what happens if you connect the laptop's VGA output to a desktop monitor - the same symptoms or not? If the same I would say definitely hardware issue - maybe the video processor.

Do you have access to another laptop or PC? If so, download and burn a copy of Hiren's Boot CD to a blank disk - it'll fit on a CD-R.

http://www.hirensbootcd.org/download/

Once downloaded (it's a zip file) extract it to a new folder and then look in the folder for the .iso file. That's what you need to burn to the blank CD using a program like "Imageburn" or "CDBurnerXP".

If you can access the BIOS on the Acer change the "Boot" to the DVD drive, F10 for save and exit. The laptop will then boot from the Hiren's disk. If you still get the white screen issue that would seem to confirm that it's a hardware problem. If you get a display you can then test the RAM memory using the Memtest86 program on the Hiren's disk. If it passes and it'll tell you when the test is complete, next go for the HD test. You'll see an entry for "Mini XP" click on that. Once you are at the desktop click on the HBCD Menu and choose "Hard Drive Testing" - there's a program called "HD Tune" Once that's open - click on the "Error scan" test and then "Start".

If that test passes ie all green sectors you have ruled out the HD as being the likely problem so again the next culprit is likely to be the video chip on the motherboard. As the chip can not be replaced separately it would mean installing a new motherboard - at which point the company might as well offer you another laptop.

If they won't play ball then you would be well advised to have the laptop independently tested and give them a copy of the test report.
Whatever you do, DO NOT open the laptop yourself or break the seals on the underside.

Hope all or some of this helps.

SMC_2

Thank you!!

I won't be letting Acer fob me off!

I did try at weekend to attach to a monitor but it wouldn't connect, just kept bringing up white screen on laptop and nothing happened on monitor.

Knarf44

Still think it's a video chip/motherboard issue.

Good luck and post back here with updates on the situation.