Black border issue

[TechLady]

User on a laptop with a HORIZONTAL black borders that come up very intermittently, usually starting with Zoom, and then on other applications. She then can't get to menus across the top. Goes away on restart. She thinks the monitor is going bad but I'm not so sure, this doesn't seem like it to me. Very intermittent and has been going on since June. Google finds a million results on borders on the sides...but not on top and bottom. Any leads?

Sorry, this is the only screenshot I could get:


Update: She's now reporting the bar is all white.

 

[frase]

Have you or the user tried to remove the current display driver using DDU - Display Driver Uninstaller.
Restart then reinstall GFX drivers from either AMD or Nvidia site - if is using a dedicated GFX card.

If not download from manufacturer website the driver required.

 

[Diggs]

Laptop and you mention monitor???? Is it the laptop screen or an external monitor or both that have the problem?

 

[nlinecomputers]

Laptop and you mention monitor???? Is it the laptop screen or an external monitor or both that have the problem?

This and would help to have EXACT make and model. Certain brands may have known issues and Google can be your friend if you have exact. Also is your pic an actual screenshot or a camera picture. A screenshot would NOT record an issue if a portion of the monitor/screen is failing. If that is translating into a screenshot then you have a software issue.

 

[TechLady]

My apologies. It's a Lenovo T14 laptop, hooked up to a dock and two external Samsung monitors. DVI to DP and DP, I believe. Hoping to see the issue for myself this week...difficult because it happens so randomly.

 

[Sky-Knight]

Direct your client to press their print screen key and paste (ctrl v) the output into an email to you next time this happens.

If you get a nice pretty picture, as mentioned before it's a display issue... meaning hardware fault with the LCD / connection cables in question. If you actually get the black band, the video hardware is faulty and on a laptop that means it's time for a new laptop.

Drivers can cause visual corruption too, but I've never seen such consistent corruption due to a software fault. That doesn't mean it can't happen though... Still, I recommend replacement in these cases because troubleshooting will likely cost more than the unit.

 

[frase]

Could be a cable issue then as well if using a dock using DVI>DP. Isolate the issue by using the laptop only, then gradually add the monitors.
As it may be a cable issue using DVI>DP.

GFX can be reset by pressing "WINKEY+SHIFT+CTRL+B" system bill boop then screen will flash, this might temporarily fix the issue.