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12-21-2020 10:32 AM
Brand new desktop, and it keeps freezing up after a half hour or so, at which the time mouse and keyboard don't do anything. It all comes back after I restart by pressing and holding the power button. Help!
12-21-2020 12:42 PM
MY AIO DESKTOP HAS BEEN DOING THE SAME THING WHEN I MANUALLY PUT IT TO SLEEP. IF I SIMPLY LEAVE THE COMPUTER TO GO TO SLEEP ON ITS OWN, IT WAKES UP JUST FINE. OTHERWISE, THE SCREEN IS BLACK AND EVERYTHING FREEZES. I HAVE TO FORCE SHUT IT DOWN - NOT GOOD FOR THE COMPUTER. I CAN'T SEEM TO GET HELP FROM HP.
12-24-2020 09:09 AM
I have an ENVY Desktop - TE01-1177c that was working flawlessly until about 12/9 when I performed some hp driver updates and 3 windows updates. My symptoms were: mouse freezes with "link select" pointer, keyboard unresponsive, CPU or video card fan ramps up to full and system gets hot. Only fix was to hard reset with the power button. I thought it was a sleep-wake power state problem, but not now. After software rollbacks not working I believe it is Chrome or an extension as the root cause. If Chrome is not running I get normal behavior. If Chrome is running I get the freeze. Needs more troubleshooting.
12-26-2020 11:20 AM
My PC is Envy TE01-1177C. I am having the same issue. PC locks up and freezes. I can't do "Control-Alt-Del" or do anything. The only thing I could do is Reboot by holding down the power button. It can restart and work for awhile but then freezes again. It's a new system I bought from Costco about 91 days ago. I have rarely used it since the day I bought. I was thinking about returning it to Costco but it expired the 90-day returning policy. That's why I am here asking the same question, hopefully, I will get a solution to resolve it. Thanks!
12-30-2020 01:01 PM
Hi@lktruong,cscs123 ,BF16,repelsteeltje,DaveWM .@, Welcome to the HP Support Community!
Have you have done all your Windows updates?
Have you run the HP Support Assistant to aid with HP updates?
Is the BIOS up to date
Have you tried doing a Refresh Your PC to Resolve Problems (Windows? This will reinstall the OS but should not affect your personal files. Just to be safe I do recommend you backup your data first.
Here is a link to Computer Locks Up or Freezes (Windows
Hope this helps! Keep me posted.
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12-31-2020 05:42 AM
I did refresh my pc. without luck. reinstalled the OS. Got the impression the network chip (realtek) has to do with it. So disabled onedrive, disabled wifi. restart PC reinstalled updates. and ... so far so good. finally reinstalled onedrive. everything seem to be ok. btw I noticed HPfirmware was installed (found in windows history) No clue what it does.
01-07-2021 02:24 PM
I have the same computer (HP ENVY Desktop - TE01-1177c) (CostCo) and the same exact mouse / Keyboard lockup problem. Didnt occur until over a month ago. Had computer for 6 months. May be update related. I tried but have not been able to localize the issue. I have never had it lock on me while using the computer, just occurs after a few hours of inactivity, normally detected when I walk away from it (or use my KVM switch box to another computer) then come back and its locked. Must recycle power to get it to work again. I also tried disable all power saving to no avail. I do not even have Chrome installed. Would love a solution to this. Since I have seen another with same problem, I think I will contact support and open an issue.
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