File explorer is not responding once opened. When it is exited, screen goes black & restarts.

[sarah_reiter]

I have recently purchased an Envy x360 three days ago. Last night, I clicked on the file explorer icon on my desktop to access my documents. The file explorer window opened, but after loading for a few seconds, said it was not responding. Once I pressed the red x to exit the window, my screen went black and the entire desktop reloaded. 
I have restarted my device multiple times, but the file explorer is still not responding and continues to black-out my screen when I exit the window. 

All of the available updates have been made on my computer. 

I can, however, access my documents by searching for them on my device and accessing the file explorer window that way, but if I do that, as soon as I click on the "quick access" tab (the tab that file explorer usually opens with), it stops responding and the screen goes black again as described previously.

I have not downloaded any apps on my new device; only updates. 

[mdklassen · Accepted solution]

> purchased an Envy x360 three days ago.

At this point, I would launch the "Reset my PC" function in Windows 10, to install a "fresh" copy of Windows, rather than trying anything to "trouble-shoot".

Remember that HP offers a warranty on each brand-new computer, which includes telephone support for a month (or more?).  Call HP for support.

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[sarah_reiter]

I read on my warranty that I recieve free complimentary phone support for 90 days, but it doesn't provide a phone number. When I tried calling HP's customer support number, the machine directed me to this forum. Do you know what phone number I should call?

[mdklassen]

On this forum, please read: Can't find a phone number to contact HP

for the procedure to Contact HP.

[Kara734]

I am having the exact same problem with the same computer. I got mine about 3 weeks ago. Were you able to find anything out? Hopefully we can get an answer! Thanks!

[sarah_reiter]

I called HP's customer support line since my new computer comes with a one-year warranty. 

They instructed me to reset my entire computer (allowing me to set up my computer entirely again, the same way you do when you set up your computer for the first time ever). 

They then instructed me to go on HP's website and download the most up-to-date driver for my specific HP device. Everything has worked perfectly since.


The problem was that since the computer did not have the most up-to-date driver downloaded on it, some of the updates that the computer automatically downloads were not compatible to my driver and therefore; caused abnormatlities such as file explorer not responding or my device randomally restarting. 

I would give HP a call and have them walk you through how to reset your computer and download the most up-to-date driver.