How to troubleshoot display, screen, or monitor problems.
Whether your screen is completely black or it does not display correctly there are a number of steps you can take to address the problem. The list below summarizes each step you should take to try to resolve your monitor or display problem. Clicking on each step will take you to a section that provides more information on that step. If you prefer doing troubleshooting in a different format try the Monitor Troubleshooter.
Monitor, Screen and Display Troubleshooting: (Note: Some of these will apply only to internal laptop screens, others will apply only to external monitors, while most can be applied to screens, displays and monitors)
Adjust display settings using Control Panel . (Error message
Invalid Display Settings The currently selected display resolution is invalid. The default resolution has been temporarily used by the system. Please use the Display option in the Windows NT Control Panel to
select your preferred display resolution. or error message
Out of Scan Range)
Check whether both the internal and external displays are affected.
If the above steps did not correct the problem you will need open a NorthStar ticket to make an appointment for service. Be sure to include your contact number. Describe the problem in detail, especially the steps you took to try to correct the problem. You will be contacted by the appropriate party. For more information on creating the NorthStar ticket, see Eureka! document 39068 — How to submit a computer or peripheral for repair.
If you plugged the external monitor into the machine after powering up, the machine may not have recognized that the monitor was connected. If the monitor is not properly connected you may either get a black screen or one that flickers or wavers. To ensure proper connection and recognition of your monitor take the following steps.
Shut down your machine.
Turn off the monitor.
Unplug the monitor cable from the computer.
Check the cord from the end all the way to the back of the monitor. Is the cord in good condition? Are there any crimps, sharp bends or cuts on the cord? Look at the pins at the end of the cord. Do any appear to be bent? Don't worry if you think a pin is actually missing, an uneven pin pattern is normal. If the cord appears to be damaged then replace it. To get a replacement you will need to open a NorthStar ticket. Be sure to include your contact number. Describe the problem in detail, especially the steps you took to try to correct the problem. For more information on creating the NorthStar ticket, see Eureka! document 39068 — How to submit a computer or peripheral for repair.
Plug the cord back into the computer. Make sure to seat the plug snuggly and use the screws to ensure a complete connection.
Repeat these steps with the monitor power cord.
Turn on the monitor. Restart your machine. Does that correct the problem?
Return to the troubleshooting checklist.
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Check that the display is selected as active
If you are using a laptop there are three possible display settings (1)laptop only, (2) external monitor only or (3) both laptop and external monitor.
Open the laptop.
Press and hold the { FN} key, then press the { F5} key, release both keys and wait 20 seconds.
If you don't notice any change do it again, and if still no change do it one more time.
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Check that the panel close button is not stuck down
If the machine is a Toshiba in the 8000 series (e.g. 8100, 8200, etc) check the "panel close" button which is at the top of the keyboard near the hinge (almost under the hinge). It is supposed to be a small point sticking up when the panel top is open, but it can get jammed down inside. Turn off the machine and rub your finger over the hole or tap your finger next to it sharply to try to release it. If the panel close button is stuck in the down position you will need open a NorthStar ticket to make an appointment for service. Be sure to include your contact number. Describe the problem in detail, especially the steps you took to try to correct the problem. You will be contacted by the appropriate party. For more information on creating the NorthStar ticket, see Eureka! document 39068 — How to submit a computer or peripheral for repair.
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Try both internal and external displays
Check whether both the internal and external displays are affected
If you don't already have one connected try to locate an external display or monitor. Make sure the machine is powered down when you connect it.
If one display works but the other does not at least you will be able to see to navigate and try to correct the problem.
In particular you will want to:
Check the cable and connection if the problem affects only the external monitor.
Consider reloading the video driver. For more information on reloading the video driver see document 39014 — Monitor black: Reloading your video drivers.
If both the laptop display and the external display are affected Restart in VGA mode.
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If the problem is due to (a) incorrect video drivers or (b) incompatible screen resolution, then restarting in VGA mode will allow you to navigate and correct the problem.
For instructions on booting into VGA mode click on the operating system for your machine:
Booting into VGA mode on your Windows NT4 machine.
Booting into VGA on your Windows 2000 machine.
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Problems caused by incompatible screen refresh rate:
Screen flickers
Error message: Out of Scan Range
The optimum refresh rate for most PeopleSoft monitors and displays is usually 60MZ. If you use a different resolution the monitor may not display properly. For more information on changing refresh rates see Eureka! document 69002 — How to change screen resolution, font size, or icon size.
Problems caused by incompatible screen resolutions:
Black screen
Black border or frame around display area
Display area larger or smaller than screen
Icons and other images appear coarse
You have the following error message: Invalid Display Settings The currently selected display resolution is invalid. The default resolution has been temporarily used by the system. Please use the Display option in the Windows NT Control Panel to select your preferred display resolution.
If the screen resolution you have selected is not compatible with the display you are using the monitor may attempt to use "virtual display" mode. In that mode it will adjust the area of the screen used to attempt to simulate the resolution selected. Most laptops, for example, have one optimum resolution. If you choose a different resolution the display area may either exceed the screen size (requiring scrolling to see all of it) or may be smaller than screen size creating a black edge or frame around the display area. Also, the images may be coarse in appearance because the pixel size on the LCD display is a fixed size.
The optimum resolution for the Tecra (550, 8000, 8100) is usually 1024 x 768. The optimum resolution for the Portege (3110) is 800 x 600. For the IBM T41 use 1400 x 1050. If you use a different resolution the monitor may not display properly. For more information on changing screen resolution see Eureka! document 69002 — How to change screen resolution, font size, or icon size.
If the problem occurred after you made adjustments to the screen appearance then the problem could be incompatible screen modes. You should boot into VGA mode and restore the original settings, for more information click here.
If adjusting screen settings does not resolve the problem then reload the video drivers. For more information on reloading the video drivers see document 39014 — Monitor black: Reloading your video drivers.
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Adjusting monitor or display settings
Problems that may require adjustment to the monitor or display:
Display off center
Image is distorted
Image is too bright or too dim.
Image contrast is poor
Image appears blurry
Below are the more common monitors and displays. If yours is not listed don't give up. Look carefully at the face of your monitor and look for similar controls.
Making adjustments to the Hewlett Packard Ultra VGA 1024
Making adjustments to the Sony CPD-200 GS
Making adjustments to the laptop display panel of the Tecra 550. See Eureka! document 39003 — How to adjust screen brightness on Tecra laptop.
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Turn off "Display Auto Off" feature.
Problems caused by the "Display Auto Off" feature.
Screen goes black
Screen shuts off.
For information on turning off the "Display Auto Off" feature see Eureka! document 39004 — How to turn off energy star compliance feature.
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Some normal idiosyncrasies to be aware of.
The Sony 200 GS has two faint lines running across the width of the monitor. One 2 or 3 inches down from the top of the screen and another 2 or 3 inches up from the bottom of the screen.
The normal CRT display may appear slightly curved at the left and right margins.
The LCD screen on your laptop may not be able to display your chosen screen resolution. If you choose a resolution not compatible with the screen then it will use "virtual display" mode. The image may be larger than the display area and may require scrolling to see all of it, or the image may be smaller than the display area leaving a black band around the edge of the display area.
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Reloading the video drivers is the last step because it is the least likely cause of your problem. In order to reload the video drivers you will have to be able to see to navigate. If restarting in VGA mode did not work, or if neither the external nor the internal displays work then you will not be able to reload the video drivers. For more information on reloading the video drivers see Eureka! document 39014 — Monitor black: Reloading your video drivers.
Return to the troubleshooting checklist.
Hewlett Packard Ultra VGA 1024
1. On the front of the monitor are two sets of buttons. One set is labeled " SELECT" the other is labeled " ADJUST." To the left of those buttons are icons depicting the changes to be made -
the sun icon is for brightness,
the next icon is for contrast,
next will widen or narrow the display horizontally,
next moves the image left or right
next will lengthen or shorten the display vertically,
next moves the image up or down
next adjust the curvature of the left and right margins
next adjusts the alignment of the left and right margins
2. Press either of the SELECT" buttons. A light will come on under the brightness (sun) icon. Pushing the + button will move to the next icon to the right, pushing the - button will move to the next icon to the left.
3. When the icon representing the quality you want to change is lit then press one of the buttons under " ADJUST". Experiment with pushing the + and - buttons to get the kind of change you want.
4. When you are done just stop. There is no need to turn "off" the selector.
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1. On the front of the monitor to the left of the power switch is a set of four a rrow shaped buttons with the tips pointing toward a common center. To the left of the arrow shaped buttons is a rectangular " MENU" button. Further to the left of those is a button labeled " GPE".
2. The arrow buttons two different functions depending upon when you push them. When the menu is on screen they move the selector up or down or right or left.
When the menu is not on screen the right and left arrow buttons adjust contrast, while the up and down arrow buttons adjust brightness.
3. Pushing the MENU button will cause an on screen menu to appear with selections for making various adjustments to the size, shape and position of the display image. To make a selection:
Use the arrow shaped buttons to move up, down, right or left to the item you want to adjust.
Activate the item you want to adjust by pushing the MENU button again.
Make the desired adjustments using the up, down, right or left arrow shaped buttons. You may have to experiment a bit.
4. When you are finished with the adjustments you can either wait 30 seconds and the menu will disappear on its own, or you can push the MENU button again to close the menu.
5. The GPE button changes the brightness and sharpness of the image on the screen. If you don't like how your screen appears try pushing the button several times. Each push of the button will cycle you through one of the three modes - Standard mode, presentation mode and graphics/video mode. In most cases you will want Standard mode as "presentation mode" and "graphics" mode may show ghost images when used primarily with text.
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Substitute a known good port replicator bar.
If you are using a laptop see if you can find someone with a port replicator bar you know works properly and connect that to your machine. If connecting a known good port replicator bar works then retry your original port replicator bar. If you continue to have the same problem you can arrange for the replacement or repair of the port replicator bar.
To arrange for the replacement or repair of the port replicator bar you will need open a NorthStar ticket to make an appointment for service. Be sure to include your contact number. Describe the problem in detail, especially the steps you took to try to correct the problem. You will be contacted by the appropriate party. For more information on creating the NorthStar ticket, see Eureka! document 39068 — How to submit a computer or peripheral for repair.
Return to the troubleshooting checklist.
Substitute a known good monitor.
If you can find someone with a monitor you know works properly and connect that to your machine. That way you can verify whether the problem is with the machine or whether it is with the monitor. If connecting a known good monitor works then retry your original monitor. If you continue to have the same problem you can arrange for the replacement or repair of the monitor.
To arrange for the replacement or repair of the monitor you will need open a NorthStar ticket to make an appointment for service. Be sure to include your contact number. Describe the problem in detail, especially the steps you took to try to correct the problem. You will be contacted by the appropriate party. For more information on creating the NorthStar ticket, see Eureka! document 39068 — How to submit a computer or peripheral for repair.
Return to the troubleshooting checklist.
If the above steps did not correct the problem open a NorthStar ticket to make an appointment for service. Be sure to include your contact number. Describe the problem in detail, especially the steps you took to try to correct the problem. You will be contacted by the appropriate party. For more information on creating the NorthStar ticket, see Eureka! document 39068 — How to submit a computer or peripheral for repair.
Return to the troubleshooting checklist.
Created by the PeopleSoft Knowledge Management Team.
Copyright © 1998-2001
All rights reserved.
Created: db 11/17/1998
Revised: db 06/25/2001