ENVY Desktop - TE01-1175xt Randomly Freezes, Restarts

[lktruong]

Eeh830 - Yes, I bought my PC during Labor Day Sale from Costco. I didn't upgrade or install any other software, except McAfee antivirus. I did not use much of the computer until recently when I noticed the problem when using it for extended of time (2-4 hours at a time). Costco 90-days return policy kicked in recently so I am out of luck there.  Or else, this thing would go back to Costco.  This is an inherent problem on this PC model.

[JP145]

Hopefully this gets to all those posting to this conversation...

I'm feeling cautiously optimistic. My system has been up and running without lockup for a couple of days now. Here's what I've done:

1. 12/26: I did a complete wipe of all files and reload of Windows. Since the WIndows installation backup is on the HP ENVY it also installed the HP software that comes with the system. I then checked for Windows updates (Windows 10 Home, version 2004) and I think there was something minor. After this, the system would still freeze, but less often, so it could be other software that I installed that increased the frequency of freeze-up.
2. System Summary information will be needed for the next steps. To get this, hold Ctrl+Alt+S to get a System Information summary window. Make note of the Serial number and Product number. (Product number is also the System SKU). You can then get detailed System Summary information clicking the Advanced button, or type "System Information" in the search box. Then go to the HP Customer Support - Software and Driver Downloads page (Official HP® Desktop Drivers and Software Download). Type in your system's serial number (my serial number wasn't found in their database, so I then typed in the Product Number which is also the System SKU listed in the Summary Information). This gives a list of drivers specific to the HP ENVY Desktop - TE01 - 1175xt and its components. Interestingly, several of them have dates after the date that I bought my computer (around Nov 1st). It's quite possible these newer drivers are likewise not installed on system purchased in December if they were built with an original product release image.
3. 12/30: I downloaded and installed the new BIOS driver (F.21 Rev.A dated 11/17/2020) - another interesting thing is after the BIOS update the System Information still lists the F.21 dated 11/11/2020 without the Rev.A identifier and newer date. I also installed Intel Chipset Installation and Driver 10.1.18383 Rev.A (dated 11/17/2020) and Intel Management Engine Interface (MEI) Driver 2031.15.0.1743 Rev.A (dated 11/17/2020). I also thought about other installed systems could always be running in background, so I installed the Realtek High-Definition (HD) Audio Driver 6.0.8950.1 Rev.A dated 11/25/2020). I need to do the same for the graphics card, but first need to identify which driver update to install. Unfortunately (before a graphics card driver update), the system would still freeze if left on for more than an hour in an idle mode, but I did see improvement in that it would run for hours on end during daytime use as long as I was actively engaging the system - weird.
4. 1/5/2021: Thinking on this for several days, I wondered if the problem is not with the HP software/firmware or the Intel chipset, but possibly directly with a 3rd-party system that is always active even when the computing chipsets are not actively engaged. It took a while to find that the graphics card that comes with the system is an RTX so I downloaded and installed the NVIDA RTX Studio Graphics Driver27.21.14.5671 Rev.A dated 11/17/2020. For good measure, I also installed the Intel RST Driver (RAID) (found under Driver-Storage - another one with an 11/17/2020 date). Since previous locks-up seemed to result in the fan constantly running while locked up, and the amount of discussion about overheating, I also switched the Power settings to put the PC into Sleep mode after 10 minutes. That keeps the graphics card from running when the system may not otherwise detect activity. Internal box temperature should trigger the fan, but maybe it's triggered by detected activity on the motherboard and being idle doesn't mean the graphics card isn't pumping out lots of heat energy that somehow causes the graphics card to lock the system even though the motherboard isn't quite overheated. My system now has stayed on for over 50 hours with and without active use, and it quickly awakes to the login screen with a mouse movement.

As I start to use it more, I expect it will again freeze. If so, I will look at:

• Relocating the NVIDA card to a different slot to get better airflow around the graphics card.
• Running the computer without the box casing to see if that helps with the temperature.
• Replacing the graphics card altogether.

I'll let you know what transpires, but it will be a couple of weeks before I can actively return to trouble shooting this anymore (I have "day job" work that needs to get done - I'll use a different, reliable computer for that.)

[lktruong]

Thank you, JP145. You are much better help than HP so far.  I have not done much on my PC, other than updated BIO, Windows 10 to the latest.  I have not used my PC much to notice the freezing problem again since the last time.  I noticed that it only occurred after I had it powered on for a long period of time, like 4-5 hours.  I will keep checking here for possible permanent solutions.  I don't want to engage HP Supports based on other people's painful experiences with them and they always ended up sending their PCs in.

Appreciate your helpful info here. Thanks.

[jvince81]

Very impressive set of fixes to try to solve HP's problem, JP145!  For my part, HP's tech support team (which was excellent) walked me through numbers 1 - 3 of your approach.  Their next step was to have me send the machine in for servicing, which I said no to and, instead, I started the absolutely awful and insulting return process.  However, I'd note that where you write that your desktop freezes, "locks-up seemed to result in the fan constantly running while locked up," my machine didn't have the fan continue to run.  It was weird.  I didn't try changing the computer to be in sleep mode after 10 minutes, though your approach is interesting.  Every time my desktop froze, I was actively using it so I never considered only using it for an hour or two here and there, especially because I have to sit in front of a computer for long stretches at a time.

I hope your solutions work.  Please keep everyone updated!

[jvince81]

It just gets worse and worse, Lktruong.  For my part, at least, I hope I'm near the end of this road with this awful HP company.  They finally sent me the return slip (about two weeks after they said it was coming) and I shipped this defective machine out yesterday.  My prediction is that they run some nonsense tests on it and don't find any problems, just like the tech support team did, and then attempt to charge me a 15% restocking fee.  At that point, I'm disputing the entire charge from my original purchase last month and I'm going to call my credit card to add a 15% premium to the original charge (I've done this successfully in the past with problematic companies, though we're talking 10+ years ago).

I intend to keep the group here updated with the return process.  The last thing that has to happen is for me to get my full refund, so keeping my fingers crossed!

[Bradly_O]

I finally received my RMA # and got the computer shipped back today.  Hopefully, the refund they indicated does not take multiple weeks to get credited.  I wonder if HP is working on a BIOS update that will correct this behavior, or if it is a true HW issue.

I had high hopes for the system, but this freezing behavior and the amount of work that it took to get a return authorization will make me question another HP computer in the future. 

[jvince81]

Just to close the loop on this absolutely awful experience with HP's customer service...

They did receive their defective computer back and it appears that I am receiving a 100% refund without their bogus, illegitimate 15% restocking fee nonsense (I'm assuming it's because they turned the machine on and within the first hour or so, it froze up... because it's defective).

I see on my order page that the refund is being processed. I expect it to arrive back on my credit card at some point next week. And that's it. That's the end of my experience as a lifelong HP customer. It's kind of a shame given the long history that I have with them. I guess that I'm still in with them because I have brand new gaming speakers and four HP monitors in my house, but I'm annoyed that I'll never be able to get a desktop or laptop from them again. You don't treat your customers - especially long-time customers - like they're scamming you or trying to get one over on you when they're trying to return defective equipment. Shame on you, HP.

Good luck to everyone on here - I wish you all the best.

[whenfreezestop]

Yesterday, I've been noticed of a new Intel integrated graphics driver and installed it ASAP expecting my HP PC to run well without freezing hopefully. But,  within 1 hour after installing the driver, my PC freezed three times. So, I rolled back the driver. So, my PC has gone back to the normal freezing frequency, which is once or twice per day. Ha... I have only one PC, this PC. And I need a PC every day. I hope that my PC would not be damaged because I have to turn if off whenever my PC is freezed nearly everyday. I wish I returned my defective PC and got the refund for it to get a new issue-free PC.

[lktruong]

JVince - Congratulations on getting your full refund. I am happy that you got the refund that you are rightfully deserved, albeit the process was deemed so painful to me.  Like many others, I am still in limbo.  Even though I know the problem still exists with my pc.  I am just not as patient to go through the whole process like you did.  Good luck with your new PC!

[Littlemono]

Just my story and hope it may help someone else. I have the Envy TE01-1020 and had the same freezing issues as many others here and I tried  every one of the fixes suggested on this forum to correct the problem with no luck at all, same intermittent freezing. So I contacted HP, no reply, so no help at all. So I decided to test a theory I had about this happening  all the time, so I grabbed a Crucial 2.5 inch solid state drive I had laying around and cloned the operating system then removed the NVMe drive that was installed (SK Hynix BC501) and booted the PC from the cloned Crucial drive and lo and behold it ran perfectly for 7 days without any issues whatsoever. So I then decided to bite the bullet and skip the headache with the HP runaround and purchase a Crucial P5 250GB NVMe SSD and cloned the OS again, now it's been running perfectly for 10 days now. I didn't want to waste time trying to get a refund for the lousy SSD so I picked up a M key M.2 NGFF SSD to PCIe X1 adapter on Amazon for $6, plugged it in and installed the bad SK Hynix BC501 SSD and I'm using that for storage and I have not had any issues so far. BTW, I did go through the trouble of reinstalling the SK Hynix BC501after running the Crucial SSD to make sure that was the problem and the PC froze up 30mins later just playing MP3's nothing else running!

If you search SK Hynix BC501 on Google you find the same thing I did.

Quote "Any anybody else seeing a VERY high failure rate of BRAND NEW Hynix SSD hard drives " etc

Quote "Edit: It seems like we've had the most issues with BC501 drive's but have seen very premature failures on other Hynix drives too"

Just my 2 Cents! Good luck.

PS,Now that this is running properly I gotta say I love this PC now.