How to document a pixel defect for support
Capture clear photos, record the screen and pixel behavior, and tell a stuck pixel from a dead one before you contact customer support.
You have spotted a tiny dot that stays bright, dark, or the wrong color on your screen. Before you try to fix it, gather evidence that shows where it is and whether it changes with the image.
Use the Display Test to check the screen against different colors. Then photograph the defect and write down what you observed. If it looks like a stuck pixel, the Stuck Pixel Fixer can try to free it, but use that only after you have captured your original evidence.
Document the pixel defect
- Open the Display Test on the screen with the defect. Use its color checks to view plain colors, and look at the same area on each one. If you are checking an external monitor, make sure the test is displayed on that monitor.
- Note what the pixel does on each background. Record whether it stays black, stays bright, or shows a particular color, and whether it appears as one pixel or a small group. Avoid pressing or rubbing the panel while you check it.
- Take two photos with a phone or camera: one that shows the whole screen and one close enough to locate the defect. Keep the camera steady, turn off flash, and include the screen edges or another recognizable feature so support can tell where the spot is. Keep the original, unedited files.
- Write down the screen model, the computer model, the date, and how you connected the screen. Include the resolution and refresh rate if you know them, plus the backgrounds on which the defect was visible. Do not include passwords or private information in the photos.
- After saving the evidence, decide whether to try the Stuck Pixel Fixer. It uses fast flashing to try to free a stuck pixel, so it may change the symptom you are documenting. It is not a guaranteed repair.
A screenshot can show which test color was on screen, but it usually cannot capture a physical pixel fault in the monitor. The computer creates a screenshot before the image reaches the panel. Use a camera photo as evidence of a screen defect, and treat a screenshot as extra context only.
What the result means
The spot stays bright or one color
A pixel that remains lit or holds a color while the background changes may be stuck. Record the color it shows against several different backgrounds. A photo may capture it differently from what you see, so include more than one clear shot if necessary.
The spot stays black
A pixel that remains dark across bright backgrounds may be a dead pixel, or a pixel that is not lighting as expected. A black mark can also be dust on the surface. Check gently from a normal viewing distance and do not press the panel to test it.
The spot changes or disappears
If it appears only on one color, changes position, or vanishes when the displayed image changes, it may not be a panel pixel defect. Note exactly what makes it appear. A software artifact, overlay, or connection problem can look like a screen fault.
The spot appears in a screenshot
If the mark is visible in a screenshot when viewed on another device, the defect may be in the image being rendered rather than in the physical screen. If the screenshot looks normal elsewhere but a camera photo shows the spot on your panel, that points more toward the screen itself.
What to check before contacting support
- Check for something on the surface. Turn the screen off and look for dust or a mark on the outside. If you clean it, follow the manufacturer's instructions and use a soft, suitable cloth. Do not press hard or use a sharp object.
- Compare another image source. Show a plain background from a different app or device. For an external monitor, try another input or cable if available. If the spot stays in the same physical place, note that in your support request.
- Check the display settings. On Windows 11, open Settings › System › Display and confirm the correct monitor and resolution. On macOS, open System Settings › Displays. These settings rarely repair a physical pixel, but checking them can rule out an unexpected screen or image configuration.
- Try the pixel tool only after taking photos. If the pixel stays bright or colored, the Stuck Pixel Fixer may be worth a cautious attempt. Follow its timer, stop if you feel uncomfortable, and do not use flashing patterns if you may be sensitive to them. The tool cannot repair a dead pixel or guarantee a result.
- Ask the seller or manufacturer about coverage. Send the unedited photos and your notes, and ask how their policy handles pixel defects. Coverage rules vary by product and may depend on the number, type, or location of affected pixels.
When it is likely a hardware defect
If the spot stays fixed in the same physical place across different colors and images, appears on more than one input, and does not show up in screenshots viewed on another device, the panel is a likely cause. A single defective pixel may not qualify for replacement under every warranty, so check the policy before arranging a repair. If the screen is under warranty, contact the seller or manufacturer before opening or pressing on it.
Save the original photos and your notes with the support case. If the pixel changes after a test or repair attempt, record that as a new observation rather than replacing the earlier evidence.
