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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 )

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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