Computer freezes up

[Reynolds73]

I purchased this computer new on March 17,2026. The first time the computer froze up was when it was 4-5 weeks old and now it has happened ~ 9-10 times. I have had 5-6 HP people help over the phone, most taking control of my computer and checking things. No one found any problems and the last I heard from them I was going to have to reinstall Windows and then they closed my case with no more help. Any suggestions?

It use to be that a company would want me to send my computer back to them so they could find the problem, correct it, and then produce a better product. Now, the solution is just to sell more computers.

[Pallipurath]

Hi @Reynolds73 

Welcome to the HP Support Community.

Thank you for posting your query.

I understand how frustrating it must be to experience repeated system freezes, especially on a new computer. Since the issue has occurred multiple times and previous troubleshooting has not resolved it, I would request you to please follow the steps:

Disconnect External Devices

• Shut down the computer.
• Disconnect all external devices such as USB drives, printers, external monitors, and docking stations.
• Turn the computer back on and check if the issue persists.

Check for Windows Updates

• Press Windows + I to open Settings.
• Go to Windows Update.
• Click Check for updates.
• Install all available updates, including optional driver updates.
• Restart the computer.

Update HP Drivers and BIOS

• Open the Support page or HP Support Assistant application. https://support.hp.com/in-en/drivers 
• Select Updates.
• Install all available BIOS, chipset, graphics, and driver updates.
• Restart the computer after the updates are installed.

Run HP Hardware Diagnostics

• Turn off the computer.
• Press the Power button and immediately tap Esc repeatedly.
• Press F2 to open HP PC Hardware Diagnostics UEFI.
• Run the following tests:
• System Fast Test
• Memory Test
• Storage (SSD/HDD) Test
• If any test fails, note the Failure ID please share.

Check System Files

• Right-click the Start button and choose Terminal (Admin) or Command Prompt (Admin).
• Run: sfc /scannow
• After it completes, run: DISM /Online /Cleanup-Image /RestoreHealth
• Restart the computer.

Perform a Clean Boot

• Press Windows + R, type msconfig, and press Enter.
• Select the Services tab.
• Check Hide all Microsoft services.
• Click Disable all.
• Open the Startup tab and click Open Task Manager.
• Disable all startup applications.
• Restart the computer and monitor for freezing.

I hope this helps.

Take care and have an amazing day!