computer keeps freezing

[erico]

Your test was a bit backwards.

Do not plug the device into the usb port and power the desktop PC on again.

If the PC does not freeze, you will have troubleshot the issue to the device that you plugged into the port.

[An7z01]

ahh, ok, I see - i will try again and wait to see what happens next time - still, if the Type C Gen 1 USB port is to blame it does seem a bit pointless having it! But thank you for your continued assistance Erico, it is much appreciated.

Tony

[An7z01]

well, it went and froze again with the same green light lit - nothing in the offending usb port and I am ready to return it and get a full refund - unless there is anyone who has an answer?

[Raj_05]

Hi @An7z01,

Welcome to HP Support Community.  

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

If Windows stops responding to mouse and keyboard input, nothing moves on the computer display, or the mouse pointer spins continuously, you might be able to resolve the issue.

If the computer is locked up and a blue screen error is displayed, go to HP PCs - Error Messages Display on a Blue Screen (Windows 10).

If lockups occur when the computer wakes from sleep mode, go to HP PCs - Sleep and Hibernate Issues. 

If the computer continues to lock up or freeze after you have attempted the basic troubleshooting steps, try additional steps to resolve the issue.

Running the HP PC Hardware Diagnostics Extensive Test (2 hours or more)

Open HP PC Hardware Diagnostics and run the Extensive Test.

Run the Extensive Test if no system component failed during the Fast Test. This test can take 2 or more hours to complete. The Extensive Test includes:

• Battery check
• Processor check
• System board check
• Hard drive SMART check
• Hard drive short DST check
• Hard drive optimized DST check
• Hard drive long DST check
• Memory extensive check
• Video memory check

You cannot use your computer during the test. The Extensive Test takes 2 or more hours to complete, depending on the system configuration. You can cancel at any time by pressing the ESC key (Escape).

• In Windows, search for and open the HP PC Hardware Diagnostics for Windows app.
• If this app is not on your computer, download the latest version from the HP Hardware Diagnostics website.
• On the main menu, click System Tests.
• Click the System Extensive Test tab.
• Click Run once.
• While the test is running, the time remaining and test result for each component displays on the screen. The test can take 2 or more hours to complete.
• If a component fails a test, click Troubleshoot.
• Follow the on-screen instructions to attempt to resolve the problem, and then click Yes.
• If the problem is not resolved, click Yes to contact HP Customer Support.
• Write down or copy the failure ID (24-digit code) and product ID when you contact HP Customer Support. The information is also available in Test Logs on the main menu.
• If your computer is online, click NEXT to go to the HP Customer Support website.
• If your computer is offline, use your mobile device to scan the provided QR Code and access HP Customer Support.

Please refer to this document and follow the steps to perform Advanced troubleshooting steps on computer lock up or freeze.

I hope this helps. 

Take care and have a good day.

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

Alden4
HP Support

[Hagai_itz]

I had the same issue and it turned out to be because of a failed installation of the graphics card drives. 

Before this happed I used GeForce experience  to install new drivers but as it turnes out sometimes windows 11 rejects the installation. 

To repair this I did the following things:

1) Uninstall the GPU's driver: right click the blue windows 11 icon on the task bar and go to Device Manger. Under Display adapters you'll see your graphics card. Right click it and then click "Uninstall". As soon as you finish uninstalling Restart you PC.  To check if this step was successful, when your PC comes back you can right click anywhere on your desktop and  see if the Nvidia Control Panel still appears.  If it doesn't, it means that you successfully uninstalled the drivers.

2) Download and install graphic drivers directly from Nvidia's site: this one is pretty straight forward. Look for the drivers that matches your GPU. Make a costume install and check the "make a clean install". This should get rid of traces from the previous driver. 

3) Check for windows updates. In my case the faulty GPU driver prevented Windows 11 from essential updates so after fixing it I had to make sure everything else is up to date.

I'm not an expert but that's what solved my problem, I hope it helps.

[An7z01]

hello, thank you for this information - I will give it a try and see if it works - currently things seem to be ok, but this problem seems to be very inconsistent when it occurs, which is very frustrating!