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- Re: Freezing screen

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09-07-2022 10:27 AM - edited 09-07-2022 10:28 AM
Hello everyone I both new laptop 1 month ago HP ENVY 16 so the laptop is freezing 2 times in this month and is says ;
{Your device ran into a problem and needs to restart We're just collecting some error info and then we'll restart for you}
somebody have any idea how to fix this issue?
09-08-2022 12:19 AM
Hello @Daniel9993
Sorry to hear that you are having problems ... I would like to help you.
(1) Test your hardware Using the HP PC Hardware Diagnostics (UEFI)
--->>> Perform <all> tests
https://support.hp.com/us-en/document/ish_2854458-2733239-16
See section <Running HP PC Hardware Diagnostics UEFI tests when Windows doesn't start>
See how it works:
https://www.youtube.com/watch?v=14GKIpGPNRM
(2) Please report your results ( error messages, take pictures )
09-19-2022 01:58 PM
I have this issue when I use the Adobe Premier Pro ii try to stope the McAfee antivirus but it still restarting when i am working in the Adobe i follow the steps by this Qr cod but still nothing i will see in the future how will work
09-20-2022 12:02 AM
Hello @Daniel9993
Sorry to hear that you are having problems ... I would like to help you.
Let me check your current system configuration. |
(1) Run msinfo32
- Select <System Summary>:
--->>> Copy/paste following key/value pairs:
OS Name |
Version |
System Model |
System SKU ( equals HP product number (p/n) ) |
Processor |
BIOS Version/Date |
(2) Start Windows <device manager>
- Expand <Display adapters>
--->>> Send screenshot
(3) Please report your results