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HP Recommended
HP ENVY 16 inch Laptop PC 16-h0000 (534C6AV)
Microsoft Windows 11

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?  

3 REPLIES 3
HP Recommended

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 )

This video shows how to test your HP computer hardware using HP PC Hardware Diagnostics UEFI. If you suspect that your computer has hardware issues, follow the steps in this video to isolate and identify them using the HP PC Diagnostics UEFI. Chapters: 00:00 Introduction 00:18 Download and install
HP Recommended

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 workI 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

HP Recommended

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

 

(3Please report your results

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