ENVY Desktop - TE01-1175xt Randomly Freezes, Restarts

[lktruong]

The freezing problem on my PC happens sporadically.  The first day I posted my message on here, it happened 3 or 4 times in the span of 4-5 hours of use. During that time, I was using Chrome browser.  Then, I decided to switch over MS Edge browser, switched out batteries on the mouse and keyboard. I moved the PC to give it more space for ventilation.  I ran PC optimization a couple of times. Then I also uninstalled Chrome completely.  I have not played games or watched videos on a extended period of time.  So far, it has not happened.  I am crossing my fingers.  Planning to leave my PC on for awhile for observation.

[lktruong]

The problem is still there. My PC just froze after I left it on for a few hours.  I had to do a hard reboot.  This is frustrating.  Nothing seems to work. It must be a hardware problem.

[Bradly_O]

Woke up to the computer frozen again.  Ugh!

And it is ironic when the computer freezes again at the HP Support Login prompt.  I am currently just waiting on the Return Authorization.  HP's customer service is lacking when handling defective product returns.  

[whenfreezestop]

I have already given up the issue of my PC. Why? I had spend about 3 days to try to fix the issue to no avail. And I believe that the issue is about H/W or BIOS, which is not fixable for now. As I read the posts here, I become more and more convincing that viewpoint is right.

For now, I wouldn't spend my time for additional resetting or formatting(3 day's trying is enough for me). And imaging all the hassles for returning the PC, I would rather keep this one hoping shutting-off using the power button doesn't kill my PC too soon( on average, my PC freeze up 3 to 4 times a day)

I am going to read the post hoping to find some solutions some day.

[pabryan55]

I am also having the same issue. Fired up this new computer on December 18, installed my needed software, and 2 days later, the freezing started. I'm keeping a record. Once on the twentieth, twice on the 21st, four times on the 22nd, twice on the 23rd. Christmas eve and Christmas I got a reprieve, but the PC was running all that time and I was on it intermittently. I'm still puzzled by that. Then at least once a day since then, sometimes twice.

Yesterday, I made a small change and got very excited when it didn't lock up until 6 pm last night. 

This is very disappointing. Not sure I'm excited about pursuing this with support. It sounds very painful.

Bummer.

Well. Good news for me. I bought this computer at Best Buy - and because it was in the "XMAS" purchase window, I had until January 15th to return it. Which I did - with a simple explanation of "it's defective".  No questions asked and I got a refund. I know I'm one of the lucky ones. Best of luck to the rest of you. 

I still feel your pain.

[jvince81]

Just as an update for the community here, I was told by HP Support that a packing slip was on the way on Tuesday, December 29th and that once it was received, "The label needs to be printed (or scanned) and used right away or it will expire. The expiration window is 5 days." Well, here we are Saturday, January 2nd and I haven't heard back from HP Support again. No packing slip, no further instructions - nothing.

Granted, we're in the midst of a holiday with the new year and I expect delays. However, I thought an update here would be appropriate. Again, this is the most awful customer service process that I've ever been through and it gets worse as time goes by. My expectation/prediction is that once the slip arrives and I ship HP their defective computer, they'll come back and say that the computer is fine and that they're going to charge their bogus 15% restocking fee, which I do not and have not agreed to. Then I'll charge back that fee on my credit card and this whole debacle will be settled by the end of January.

Meanwhile, I can feel the frustration from all of you who are posting with the same exact problem. One would think that, after a while, HP would recognize that they're putting a defective product out on the market. At that point, someone in quality control (which apparently doesn't exist) would pull the product from active sales. HP has to do so much better... or just be the HP that they were 15 years ago.

[jvince81]

Just because I want to keep everyone updated on the absolute nightmare that it is to work with HP customer support - here is the latest.

As I posted earlier, HP censored my first review of this defective product. They allowed my second, revised, much shorter review to be posted. It was: "I should have read the other reviews before buying this product. It constantly freezes and thus is not a usable machine. For the small amount of time that the computer is not frozen, it is both quick and efficient. However, having a computer that randomly freezes during video calls, graphic design editing, and other important tasks is unacceptable."

Well, I posted that a day or two ago and then, today, HP Customer Support sent me this absolutely insulting response:

I'm sorry to hear that you've had a less than stellar experience thus far. I can imagine how frustrating this issue must be. I can assure you that we build our devices with the intention of providing a reliable experience for our customers, so here are some suggestions:
 
First, I'd recommend checking out this link for troubleshooting help: https://support.hp.com/us-en/topic/diagnostics?category=computing There, you can choose "Computer locks up or freezes" to get started.
 
If this doesn't seem to work, I hope you'll reach out to us for direct support. We're always here and more than happy to help get your computer running optimally. You can get in touch with us via your preferred method at this link: hp.com/contactHP
 
I will also mention that HP products have a warranty from their purchase date, so you might make use of it if you need to. To verify the warranty, look for an icon on our support site labelled “Check Warranty Status.”

Really? Really, HP? After the reams of back and forth interactions that I've had with you over this defective hunk of junk, you're going to send me some standard, copied and pasted, generic message giving me options that I went through weeks ago already?!

What happened to HP? This used to be a company that was a top-level, go-to company for all things technology-related. And now... it's this garbage. What a disaster. How utterly insulting!

[eeh830]

I too am having the exact same issue. I bought the HP Envy TE01-117c, belive it is very similar, from Costco online a few months back. I figured this would be a good product as our last HP purchased from them has lasted 8 years plus. It is now randomly freezing several times a day with only a hard power cycle bringing it back. All diagnostics, quick and extended run from both BIOS and Windows app have all passed. All Windows updates, HP software, drivers and BIOS updates have been applied. I have reset the PC several times and not installed anything afterwards. The freezing continues to happen. I did upgrade to Windows 10 Professional not long after buying.  I read nothing saying I could not. When I went thru support the tech told me that Pro upgrade voided warrantee and I needed to get in touch with HP Smart Friend at a cost of $99 per one time use to get help. The computer is days outside of Costco return period an I am not sure what options I have... not very happy.

[Harleyboy63401]

 Having the same issues with our Envy TEO1-1175xt!  Such a sad situation!  

Hope to send back!

[Harleyboy63401]

So Sad!  Going to attempt a return of this faulty PC!  Guess I will try a dell!??