New laptop freezes during videos or on the internet

[elizseufert]

I received my new laptop 4 weeks ago.  I haven't moved over anything from my old laptop, I have only installed the video software I purchased from HP and the Zoom app (video conferencing).

During the 2nd week of use, the laptop froze while 4 tabs were open in the Microsoft Edge browser. After 45 minutes of still being frozen, and unable to get to the Task Manager, I shut the computer down using the power key.

Since then the laptop will freeze after about 15 minutes in a video chat, or 10 minutes of watching a video on the internet. Each time I have to do a hard shutdown. Once it has frozen, it will will begin to happen more frequently. For example, I can rejoin the meeting but it will freeze again in 10 minutes, then the next time it's 5 minutes.

I'm getting rid of my 6 year old HP laptop because the internet and videos made the CPU max out and freeze, so I'm very frustrated that my brand new computer is giving me similar problems (although I've monitored CPU usuage during video chat and haven't seen it max out). What is wrong with my new laptop?

Specs:

Windows 10 Home 64
8 GB DDR3L 1 DIMM

Intel i7 7500UPro

1 TB hard drive

[IT_WinSec · Accepted solution]

Hi @elizseufert

Thank you for posting.

It's a bit hard to troubleshoot  such a thing remotely [because I don't know all the specifics of the software used, the sites, etc...] but I will provide you with some generic steps that usually help.

Ensure your Windows is fully updated - Go to Settins - Windows Update and run manual update

Ensure your video card drivers are updated - download and install from the HP site http://support.hp.com   or  use the Device Manager Method :

>> http://www.howtogeek.com/98465/htg-explains-when-do-you-need-to-update-your-drivers/

>> http://support.hp.com/us-en/document/c03330139

You may also update other drivers, as well.

If it freezes mostly on one website, try with others such as YouTube (shouldn't freeze)

If it freezes mostly with Zoom, check for ideas with their support team.

Do remove any 3rd party security products (firewalls, antivirus, antispyware...) - Norton, McAfee can interfere with every part of your PC and should be gone for good. If the PC comes preinstalled with McAfee, uninstall it from Control Panel > Programs and features. Eventually use their removal tool from > http://us.mcafee.com/apps/supporttools/mcpr/mcpr.asp

Use only the built-in antivirus and firewall (Windows Defender/Windows Firewall) and some on-demand scanners.

Let me know if you perform these steps (provide details) and hope this fixes the issue.

[elizseufert]

The free 1 month of McAfee that came with the computer was expiring so I removed it but I installed Eset as I use that on other machines. This was just a few hours before I got our response. Since then I have had no issues with the computer freezing, so I think your advice about McAfee was spot-on!

[dk2017]

Hi - I am facing the exact same problem with my brand new HP laptop. BUt I don't have any antivirus software on it. Only using Windows Defender.

Can you please confirm if your laptop is working fine now?

Any other solution?

Thanks

[elizseufert]

Yes dk2017, my laptop is working fine. Again, I'm not using Windows Defender but Eset, which was recommended to me as the best virus protection out there.

[IT_WinSec]

Hi @elizseufert

It's so nice to see you back in the HP Community. Thank you for coming back. I hope you are enjoying your PC and I am glad we could have been of help. You are welcome to come back and say hello or post whenever you have issues.

@dk2017

I will post further instructions

[IT_WinSec]

---

@dk2017 wrote:

Hi - I am facing the exact same problem with my brand new HP laptop. BUt I don't have any antivirus software on it. Only using Windows Defender.

Can you please confirm if your laptop is working fine now?

Any other solution?

Thanks

---

Dear @dk2017

Welcome to the HP Support forum.

I feel for you and I know what it can be. I am dealing with this often when users/customers purchase new computers. It is usually software issue - Windows, drivers, updates, everything in a rush to update itself. It might also be some drivers issues.

- Could you follow the steps posted already - make sure all your drivers are updated (especially the video card adapter).

- Ensure your Windows is fully updated. Click on Start > Settings > Update & Security box

Continue to Windows Update and run it. Ensure all updates are installed and Windows is quiet. Your PC might be slow during Windows Updates.

Let me know how it goes. If the issue persists, please post also your HP product model and product number (PN) >> http://support.hp.com/us-en/document/c00033108

[dk2017]

Hi - thanks for the instructions.

I have finished all Windows updates.

I also updated the Graphics driver using Device Manager. 

But this still happens on Skype video and someimes on Netflix. It is very random. For example, I will not face this issue for a whole week, and then it will happen twice in two days while using videos.

My model is HP Envy Notebook. Product number is P4Y43PA#ACJ

Thanks for your help.

[IT_WinSec]

Does it freeze just temporary ?

Does it unfreeze automatically after a while without your intervention or interaction ?

It's strange you said it didn't come with McAfee because the official specs says it has McAfee included >> https://support.hp.com/th-en/document/c04946199

No problem.

You can take a look at the Even Viewer log files  (specifically Windows Logs >> Application and Windows Logs >> System

>> http://www.dummies.com/computers/operating-systems/windows-10/how-to-use-event-viewer-in-windows-10/

>> https://www.howtogeek.com/school/using-windows-admin-tools-like-a-pro/lesson3/

Look around the time the issue happens for anything related to the free/video card thing/ Skype or Netflix freeze , etc... Let me know what you see

[dk2017]

It freezes completely. I have to do force shut down. Ctrl Alt Delete does not work, nothing moves at all. I wait for a few minutes and have to do force shutdown. It did not unfeeze itself but I don't know if it would if I wait longer.

I checked the Event Viewer and I have saved System and Application Logs on Ondrive here https://1drv.ms/f/s!Aj241Kdm0bnaqOtRBqEtQJgqZ892bw

I will also test Skype again and  if it crashes again I will look at these logs to see what errors they show.

Please let me kow if you find anything in these logs.

Thanks