HP Pav Laptop (New died again) Carepack won't cover

[meowsker1]

I just got this thing in August & it keeps freezing.  I posted in here before  around September & somebody from HP escalated my problem & a tech did remote things & fixed it.  (A HP rep from Texas even called me!)  

I purchased the best "Care-Pack".  Called for assistance & they told me to do a 3 hour scan & call back afterwards.  I did that & they said they are not responsible, it must be a software problem. not covered by care pack.  Great!  I bought a lemon!!!!  And a useless care pack!  

Help!

[meowsker1]

It's a HP Pav 17.  

[Chimney_83]

Greetings @meowsker1,

Thanks for the post. 

I understand that you are facing an issue with your computer freezing and you are disappointed with the support received from our representative over the phone. Happy to help. 

Have you run any diagnostics on the computer?

Recommend you to disable any startup items in the task manager that you don't use on startup. 

Run system test on your computer. Click here for assistance. If any of the tests fails, please contact our phone support with the failure ID for the service options.

If the test passes, make sure all the drivers are updated using HP Support assistant. 

For other troubleshooting steps, please refer to this article for assistance. 

Let me know if this resolves the issue you are facing. 

If the information I've provided was helpful,

Please give us some reinforcement by clicking the "Accepted Solution" and "Kudos" buttons,

That’ll help us and others see that we’ve got the answers!

Good Luck.

[meowsker1]

Thak you for answering.  I will try to to these things & I'll let you know how it went.

[Chimney_83]

Thanks for the reply, please do try the suggested steps and let me know how it goes. 

If the information I've provided was helpful,

Please give us some reinforcement by clicking the "Accepted Solution" and "Kudos" buttons,

That’ll help us and others see that we’ve got the answers!

Good Luck.

[meowsker1]

I already ran extensive system test per care-pack phone support in the middle of the night.  Passed.

As you suggested, I ran scans:

Windows Defender, full scan. Result: No threat

Malware bytes Pro Anti-Malware.  Result: No threat identified

Also ran disc clean-up & disc de-frag.

Not being a computer literate person, I have no idea what you mean by this  " task bar or tool bar stuff"  

Sorry!

[meowsker1]

 This: Task manager, I mis-spoke.

"Recommend you to disable any startup items in the task manager that you don't use on startup."

[meowsker1]

 This: Task manager, I mis-spoke.

"Recommend you to disable any startup items in the task manager that you don't use on startup."

I have no idea what this means.