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Sugaee78
Level 1
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Message 1 of 11
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Brand New HP desktop freezes randomly, no matter what I do

HP Recommended
tp01-1070
Microsoft Windows 10 (64-bit)

My brand new HP tp01-1070 desktop keeps freezing randomly. It does not matter what I am doing, or not doing. It becomes completely unresponsive and the ONLY solution is to do a hard restart. I have tried so many things to fix it, from running all of the HP diagnostics to command prompts to sitting on the phone with HP (for which they charged me $50).... I have tried different keyboards, uninstalled Chrome, AVG.... I don't know what else t do. I am NOT  a computer expert, but have managed to perform a LOT of diagnostics all to no avail. I am 4 days beyond the return window where it was purchased and HP just wants to keep charging money to talk to me.

10 REPLIES 10
Echo_Lake
HP Support Agent
HP Support Agent
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Message 2 of 11
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@Sugaee78

Thank you for posting on HP Support Community.
 

Don't worry as I'll be glad to help, I have a few troubleshooting steps we could try to fix the issue:  

Firstly, perform Windows Update and HP Support Assistant: (do not skip any troubleshooting steps if you feel steps are repeating) 

To check for updates now, select the Start button, and then go to Settings  > Update & security  > Windows Update, and select Check for updates.

Install updates from HP Support Assistant: Go to Download HP Support Assistant to install the tool.

  1. To open HP Support Assistant, double-click the HP Support Assistant icon https://support.hp.com/doc-images/932/c05040382.jpg.
  2. Click My devices in the top menu, and then click Updates in the My PC.
  3. Click Check for updates and messages to scan for new updates.
  4. Review the list of updates. Updates with a yellow information icon are recommended. Updates with a blue information icon are optional.
  5. Click the update name for a description, version number, and file size.
  6. Select the box next to any updates you want to install, and then click Download and install.

Hope this helps! Keep me posted for further assistance.
Please click “
Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

ECHO_LAKE
I am an HP Employee

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Sugaee78
Author
Level 1
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Message 3 of 11
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Your 'solution' is among the most basic of suggestions, and I have already been through all of it. At this point I am waiting for a box to send the computer to HP in, rather than waste any more of my time with the lousy customer service. This computer was a gift from my well meaning husband - I myself know better than to drop a dime on an HP product - they are total garbage.

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Echo_Lake
HP Support Agent
HP Support Agent
26,679 26,613 1,254 1,294
Message 4 of 11
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@Sugaee78
Thank you for posting back. 

 

I appreciate your efforts to try and resolve the issue. I would suggest performing system factory reset will put the computer back to the original factory settings in this way all corrupted and outdated software will be removed. 

 

While doing the recovery there is an option to backup your personal files. If you have not previously done one now is a good time. 


Restoring Files that were Backed Up Using HP Recovery Manager (Windows )You can also contact HP support for assistance. They can remotely access your system to help alleviate difficulties: www.hp.com/contacthp/

 

The HP Cloud Recovery Tool allows you to download recovery software to a USB drive. You can use the downloaded recovery image file in order to install the Windows operating system. 

Hope this helps! Keep me posted for further assistance.
Please click “
Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

ECHO_LAKE
I am an HP Employee

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Jeddo
New member
1 1 0 0
Message 5 of 11
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I have a new HP Envy TE01-1xxx and the same thing is happening  just purchased late December.  The computer just freezes randomly.  It has also frozen in the sleep mode such that I can't wake it up.  Hard reboot is the only option.  I have tried two different wireless mouse-keyboard combinations and a hard wired mouse-keyboard combination.  The freeze happened with all of the above.  I am using Windows 10 and the new Microsoft edge

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Sugaee78
Author
Level 1
3 2 0 2
Message 6 of 11
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I wish I could help you! I just sent mine to HP to be (hopefully) repaired. I tried EVERYTHING; different keyboard and mouse, different monitor, clean reinstall of Windows, every available self diagnostic test.... NOTHING made any difference. I will update when I get my tower back.

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Echo_Lake
HP Support Agent
HP Support Agent
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Message 7 of 11
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@Jeddo

Thank you for posting on the HP Support Community.
 

Don't worry as I'll be glad to help, however, to provide an accurate resolution, I need a few more details:

  • Did this happen after a recent window or software update?
  • Did you make any changes to the settings of your PC prior to the issue?
  • Have you tried above-suggested troubleshooting steps?

Keep me posted for further assistance.

ECHO_LAKE
I am an HP Employee

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chrisls
New member
2 2 0 0
Message 8 of 11
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I have the same problem - same computer. I'm not a gamer, I use my computer for business and this really stinks. I paid $1032 for this piece of doo-doo... I want a replacment as its under warranty

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chrisls
New member
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Message 9 of 11
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I did a factory reset and it still freezes - often at the wrong time.... Piece of garbage.. My last HP lasted for 12 years, this is just around 12 weeks.... I want a replacement as its under warranty, how do I go about getting a replacement? Anybody know?

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jeddo1945
New member
1 1 0 0
Message 10 of 11
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I opened the desktop and shortly thereafter I think there were Window's updates but no further updates from that.  The current Windows 10 Home version is 20H2 .  OS 19042.46..

 

I didn't' make any other changes to settings.

 

I did try the suggested troubleshooting steps.  As a matter of fact one seemed to reset my HP community account and I had to create a new account which is jeddo1945 so this is the same as my initial post under jeddo.

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