HP Pavilion 24-k1000i AIO desktop randomly freezes

[IreneMK]

Hello.  Needing assistance with finding a solution to the Pavillion frequently freezing while being used, as well as after being idle for as little as 10 minutes.  Keyboard and mouse do not work.  Completed hardware diagnosis, both Fast and Extensive, with all reports coming back as "passed".  PC is not overheating, ventilation clean, all software updated, antivirus updated, otherwise working.  Not certain what else can be done to stop the random freezing from occurring.  Concerned that it might freeze while typing this message.  Please advise.  Thank you. 

[Irfan_06]

Hi @IreneMK,

Welcome to the HP Support Community.

Thank you for posting your query, I will be glad to assist you.

I see that you are facing an issue with your PC performance.

Please follow the steps below to perform an extensive system test to confirm if the hardware is working fine.

1) Shut down the computer.

2) Turn the computer back on again and repeatedly tap on the ESC until a Startup menu appears.  

3) Press F2 once.  

4) Go to the system test > extensive test

If the hardware is working fine. Kindly refer to the steps on this link to update the BIOS and let me know if that resolves the issue.

Make sure you keep only the charger plugged in while updating the BIOS for your PC.

Click on the + sign next to BIOS and then download the file.

Open the file and follow the on-screen instructions to complete the update.

Please install all the pending updates for the Windows operating system by following the below steps.

go to Start > Settings > Update & Security > Windows Update and select Check for updates. If the upgrade is available for your device and you want to proceed, download and install it.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

I hope this helps.

Take care and have a great day ahead!

 Irwin6

HP Support

[IreneMK]

Irwin6. 

Thank you for your reply.  

Prior to your reply, in an effort to find a solution, an extensive test was performed as well as all drivers including BIOS firmware were checked for driver updates. The extensive test came back all clear and the same message "best driver already installed" appeared after each individual driver update attempt.

Here is a list of the things that were tried in the order of which they were attempted:

• HP virtual assistance
• Hardware diagnostics - fast and extensive  - all clear
• Windows reliability monitor - stability index falls from 10 to under 4 since early July
• System diagnostics - perfmon/report
• sfc/scannow
• DISM online cleanup image/restore health (failed 2x's @ 20% because desktop froze)
• chkdsk
• Windows memory diagnostics
• Microsoft Windows web experience
• Device manager - updated all drivers - best driver already installed
• 7/22 - DISM restore health - 3rd attempt - successful - completed no issues

My untrained opinion seems that it's not hardware related.  Perhaps it's a Windows issue? 

I welcome your input.

Thank you.

[Irfan_06]

Hi @IreneMK,

I am sorry to hear that the above steps did not help much but i do appreciate your efforts in performing the troubleshooting steps.

Please click on this link to perform a recovery on your Laptop.  (Take a backup of the data before performing a recovery)

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

I hope this helps.

Take care and have a great day ahead!

 Irwin6

HP Support

[IreneMK]

I am going to attempt the recovery using the link provided shortly.

Will be in touch afterwards.

Hope the computer doesn't freeze mid recovery!

[IreneMK]

Irwin6,

Just as I had feared, approximately one hour into the recovery process, the computer has frozen.  

It has stopped at "calculate content hash for the download file...."

Not sure what to do now.

Force a shut down?  Then what?

[IreneMK]

Irwin6,

UPDATE:  The HP Cloud Recovery Tool was used, but it failed to completely process 2xs because the computer froze.  

I forced a shut down, and restarted the recovery, and on the 3rd attempt, the process completed successfully.

Unfortunately, the computer continues to freeze.  

Please advise.

Thank you.

[Sneha_01]

Hi @IreneMK ,

We apologize for the inconvenience, but it seems that the issue needs a hardware repair.

Unfortunately, there are no further actions we can take through this channel. I recommend reaching out to our phone support for further assistance.

They can help you with the unit repair or part replacement.

I request you talk to HP Phone Support and they will help you to sort it out 

1. Click on this link -  https://support.hp.com/us-en

2. Select the country.

3. Enter the serial number of your device.

4. Select the country from the drop-down.

5. Click on "Show Options".

6. Fill out the web form. A case number and phone number will now populate for you.

Please feel free to contact us here anytime you need any further assistance.

Have a great day!

Rachel571 

HP Support

[stef862]

i have had the same issue , computer sent for repair 3 times, components changed, but still re occurs, awaiting response following escalation, but they have failed to contact me, rang again today, say they will callback in 24 hours..... !!!!!

[IreneMK]

UPDATE:

After numerous phone calls to HP support, it was determined that nothing more could be done to resolve the issue using all available diagnostics over the phone.  It was suggested to bring the computer into an authorized repair center. 

While waiting in queue, there were other AIO's being brought in for diagnostics/repair.  Evidently, AIO's are brought in more often than laptops and repair costs are far more expensive too.  Bottom line, repair (mother board replacement) was going to be more than $1000.  Decision was to keep the AIO and tolerate the frequent freezing until a replacement is purchased.  Note to self - avoid AOI 's and go with a laptop instead.