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11-07-2020 11:33 AM - edited 11-07-2020 11:35 AM
Operating System: Microsoft Windows 10 (64-bit)
Please give me some ideas on what I should do. Computer keeps freezing, within a couple of hours, it gets unresponsive and my only option is hold the power button in to restart it. There's no error or critical logs that I see in event viewer. The computer is set to stay powered on and not go to sleep. Yesterday I did a windows reset, after it was done I started slowly installing windows updates, within an hour it was frozen again. I just ran a fast diagnostics tests and it passed, I'm now running an extensive test with a continuous loop. Any suggestions on what I should try or should I just contact support since it under some warranty? Thank you
2 REPLIES 2
11-07-2020 02:13 PM
Your desktop is a Ryzen 5 with a 256GB NVMe SSD -- so it should definitely NOT have freezing issues.
So yes, you should contact support and when you get to them, see about getting it replaced under the warranty.
I am a volunteer and I do not work for, nor represent, HP
11-10-2020 01:48 PM
I just got off with HP support. I explained to them every time I turn the computer on within the hour it freezes. I was troubleshooting it last week, removed certain programs, didn't fix it, Windows reset - didn't fix it, windows cloud reset - still freezing. He had me go to diagnostics and do a fast test of the memory and a quick test of the hard drive, both passed. Then he proceeded to tell me I will be transferred to the software department which I'll have to pay for that service. Compared to other computer companies this warranty / support doesn't come close. There is nothing on the computer right now, it's as plain as can be and they want me to pay for software support 4 months after I bought a computer, I'm livid right now.
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