HP envy all in one 27-b2xx freezes Q 15 minutes

[Julianzxue]

Hi, I have a few issues to report.

First of all, my usual login name is [Personal Information Removed]. I forgot the password and I tried to recover the password. I received the email:

There was no link or any way in that email to recover my password. It's very confusing and irritating that this very basic thing was not working.

Secondly, and much more importantly, my HP envy All-in-One has been freezing Q15 minutes. It has randomly frozen since the first day I bought it, it at first happened once every few days, but now has become so frequently I cannot work on it any more.

I have tried: 

1) Updating my bios to the latest version

2) Updating all of my drivers

3) Running all of the HP PC Hardware Diagnostic tests -- the System Extensive Test --> found no issues

4) Running an antivirus check of all my system --> found no issues

5) sfc /scannow  --> found no issues

This is getting extremely frustrating and I would appreciate any help, especially since all my work is now done at home on this computer. Thanks!

[Echo_Lake]

@Julianzxue

Thank you for posting on the HP Support Community.

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system factory reset will put the computer back to the original factory settings in this way all corrupted and outdated software will be removed.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. 

• Click here: https://support.hp.com/in-en/document/c04758961#AbT3to perform System Recovery (Windows 10) 
• Click here: https://support.hp.com/in-en/document/c06162205 to Use the HP Cloud Recovery Tool (Windows 10)

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.

[Julianzxue]

Hey Echo_Lake,

Thanks lots for that. It took me a while to restore my computer back to the factory reset with file backup and everything.

Unfortunately my computer still freezes in exactly the same way as before 😞 I suspect it has something to do with the D drive, it freezes a lot more when I'm writing to it. I plugged a USB external hard drive, E, and the computer also freezes a lot when it's writing to E as well. It doesn't seem to freeze the same way when writing to C, but in ordinary use it still freezes randomly about twice a day.

Any other ideas? Or could I get a warrantee replacement? 😞

[Echo_Lake]

@Julianzxue
Thank you for posting back. 

Let's test the hard drive using HP PC Hardware Diagnostics
Please click here to download sp98768.exe, or go to the HP PC Hardware Diagnostics Supporting Website.

1. Plug the AC adapter into the computer.
2. Press the Power button for at least five seconds to turn off the computer.
3. Turn on the computer and start pressing Esc repeatedly, about once every second. When the menu appears, press the F2 key.
4. When the HP PC Hardware Diagnostics menu displays, click Component Tests.
5. In the Component Tests menu, click Hard Drive.
6. Click the Quick Test.
7. Click Run once. If the computer has more than one hard drive, click Test All Hard Drives. The Quick Test begins.
8. If the computer has more than one hard drive, select the drive you want to test. To test all the hard drives, select Test All Hard Drives.

When a test is complete, the results display on the screen. Test results are also available in the Test Logs on the main menu.

If the hard drive passes the Quick Test, but a problem still exists with the hard drive, run the Extensive Test. This test includes the SMART Check, Short DST, Optimized DST, and Long DST. To run a specific test, select it from the Hard Drive Tests menu.

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.

[Julianzxue]

Hi Echo_Lake,

I did that last week -- the tests said there was nothing wrong for both the Quick and the Extensive tests. I can post the logs if you want.

Then the computer somehow worked well for a week, so I was hoping something magically happened, but it crashed three times in short succession this morning. I wasn't even writing to the external hard drives. I really don't know what's wrong...

[Echo_Lake]

@Julianzxue

Thank you for posting back.

I would request you to reach out to our Support and our Support Engineers should be able to check the available service options in order to diagnose the computer physically. HP Support can be reached by clicking on the following link:  www.hp.com/contacthp/​​​​​​​

Please feel free to contact us here anytime you need any further assistance. Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

[Julianzxue]

I cannot find any phone number or email on that page. I called the various service centers, they said that since I didn't get the extended warranty, I have to go through HP. What's a phone number I can call?