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Tutor
Posts: 10
Member Since: ‎09-13-2013
Message 1 of 7 (527 Views)

HP ENVY Phoenix Desktop - 860-019 Freezes

Product Name: ENVY Phoenix Desktop - 860
Operating System: Microsoft Windows 10 (64-bit)

I bought the HP phoenix 860-019 a couple of weeks ago and from day 1 it freezes up. There is no one particular thing I am doing, it is very random. Could be 10 mins into use or a couple hours. 

 

All drivers are up to date.

 

I have read that the nvidia 860 card that is installed has issues with windows 10 but don't see any fixes. That drive is up to date as well.

 

 

This was a refurbished computer could that be the issue? 

 

Should I reinstall windows?

 

Any advice would be greatly appreciated. 

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PhD Student
Posts: 750
Member Since: ‎01-02-2016
Message 2 of 7 (504 Views)

Re: HP ENVY Phoenix Desktop - 860-019 Freezes

[ Edited ]

Greetings,

 

A refurbished computer is the defining probable cause.

 

Backup data.

 

860 appears to be moblile graphics?

 

Reinstall the operating system.

 

Do you have HP Factory Recovery Discs? Try a Win 10 Reset.

 

I would get rid of this PC ASAP.

 

Cheers!

 

 

Tutor
Posts: 10
Member Since: ‎09-13-2013
Message 3 of 7 (487 Views)

Re: HP ENVY Phoenix Desktop - 860-019 Freezes

Ouch! Not the answer I was hoping for. 

 

I guess I will try a reinstall of win10 and see if it solves this issue.

 

 

Tutor
Posts: 10
Member Since: ‎09-13-2013
Message 4 of 7 (390 Views)

Re: HP ENVY Phoenix Desktop - 860-019 Freezes

No good. Still freezes randomly. Got a case # from HP. Ill see what they say.

PhD Student
Posts: 750
Member Since: ‎01-02-2016
Message 5 of 7 (388 Views)

Re: HP ENVY Phoenix Desktop - 860-019 Freezes

Hi,

 

Let us know how it goes.

 

The language barrier using phone support can be daunting at times.

 

I try to use email when looking for hardware service.

 

Jay

Tutor
Posts: 10
Member Since: ‎09-13-2013
Message 6 of 7 (318 Views)

Re: HP ENVY Phoenix Desktop - 860-019 Freezes

Daunting indeed.

 

I thought I had explained very clearly that I had reinstalled windows twice and updated all drivers and the computer still froze.

 

HP sent me a box and prepaid shipping label very quickly and I sent it in. I then recieved an email a couple days later saying it was on its way back to me, which I found troubling because it was so quick of a "repair".

 

The reciept that came in the box said that they had just reinstalled windows again as the solution. I set the computer back up and of course, it kept freezing.

 

Again, I was on the phone with tech support and was escalated up a couple times, and the supervisor offered to send another box so that they can check the hardware. I would have thought they would have done this in the first place. 

 

So I just recieved an email saying they recieved the computer, so hopefully they can figure out what the deal is and I can be done with this. 

 

 

PhD Student
Posts: 750
Member Since: ‎01-02-2016
Message 7 of 7 (310 Views)

Re: HP ENVY Phoenix Desktop - 860-019 Freezes

[ Edited ]

Hi Matty,

 

What can you say?

 

That's the kind of "thoughtful service and thoroughness" one can expect from a large manufacturer.

 

Good luck!

 

I hope they really fix the problem this time.

 

Jay

† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the Terms of Use and Rules of Participation