New All-In-One Randomly Locks Up/Freezes

[PFMC84]

Hi. I recently purchased this system and it looks and runs great, apart form one small issue. The system will randomly just lock/freeze up and I have to hold down the power button to turn it off and back on again. This can happen a few times a day or sometimes a few weeks apart. There doesn't seem to be any noticible reason for it to happen. Sometimes I click on a link on a webpage - freeze up. Sometimes I'm playing a gamr - freeze up. Sometimes the system is just sitting onthe desktop not being used for a few minutes, I come back to start doing something and in my absense it has frozen up. I have updated the BIOS, made sure any updates from Windows are installed and I have only got 2 programs running on the system that aren't native W10 programs and they ran fine for years on my W10 laptop so I doubt they would be causing this, nevertheless I have uninstalled them and the problem still persists. 

It's getting really annoying and it is putting me off keeping what is a lovely looking and running system. I'm close to just returning it to the store and buying a different all in one. The fan is also rather noisy and constantly on I find but that apparently is a common problem/feature with the HP all in ones. 

Can anyone assist with this problem, it's really bugging me. Thanks in advance!

[DavidSMP]

@PFMC84,

Thank you for visiting the HP community yet again. A good day to you. I will be glad to assist you here. terrific efforts and splendid presentation of the issue. Kudos to you for that,

• Did this happen after a recent software or windows update?
• Was there a power outage or surge that happened in the recent past?
• Let's try these steps now:
• Run all the latest Windows 10 updates and ensure that they are correctly installed.
• Then update the bios chipset and graphics drivers from this link: http://hp.com/drivers and follow the on-screen instructions.
• Later run all the latest HP support assistant updates and check again if it gets resolved.

If the issue continues, then perform all the relevant steps from this link: https://support.hp.com/us-en/product/hp-pavilion-24-r100-all-in-one-desktop-series/19421054/model/22... (HP PCs - Computer Locks Up or Freezes (Windows 10, 8) and this should fix the issue.

Good luck and keep me posted about the developments. If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue and give the post a Kudos for my efforts to help. Thank you and have a great week ahead. 🙂

[PFMC84]

Hi @DavidSMP, thanks for your reply.

This has been happening since I first purchased the system a few weeks ago. I assumed it was part of the drivers for the graphics or something getting set up on first power-on but it's still happening so I'm not so sure.

I have the latest updates for Microsoft/Windows installed, and have the latest drivers installed for the BIOS and HP Support Assistant. I have also run the Diagnostic Tool in the system start up utility and everything comes back as "Passed".

I have also followed the steps in the link and the problem still persists. I would like to hope that it isn't a hardware fault for it being a brand new system. Could this be connected to the fan being on constantly and noticeably noisy at times when when the system is idle? Should I be bringing it back to the retailer for a refund/replacement?

[DavidSMP]

@PFMC84,

Thank you for your super quick response and your brilliant efforts and resolve coupled with great persistence to try and get to the bottom of things are immensely appreciated. 

To isolate the issue further let's try this:

Back up your data first.

Then reset Windows back to factory settings once by following directions from this link: http://support.hp.com/ca-en/document/c04742289 This will isolate the issue correctly. If the issue persists after this then you may want to decide on a replacement by contacting the retailer.

Good luck and keep me posted about the developments. If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue and give the post a Kudos for my efforts to help. Thank you and have a great week ahead. 🙂