Laptop keeps freezing, even while running security scans or diagnostic tests

[Yash2003]

My laptop started freezing randomly while using PowerPoint. Since then im only able to use the laptop for short periods of time ~3-5 mins before it glitches and freezes or gives me a blue screen error. I tried running a offline windows defender antivirus scan which completed up to 92% within minutes then was stuck for an hour with no indication of anything happening. I then tried to use the windows diagnostic uefi to run a symptoms check and a extensive system scan, both of which ran for a few seconds then stopped on progress of 1 or 2% with no indication of progress. 

The blue screen errors I got were 

Hyper visor error

Irql not less or equal

Pls help!

[Nal_NR]

Hi @Yash2003,

Welcome to the HP Support Community. 

I'd be happy to help you! 

The issues you're experiencing with your laptop, such as freezing, blue screen errors, and problems running diagnostic tools, suggest that there might be a significant underlying hardware or software issue. The specific blue screen errors (Hypervisor Error and IRQL_NOT_LESS_OR_EQUAL) often point to hardware failures, driver issues, or corrupted system files.

Here's a step-by-step guide to help diagnose and potentially resolve these problems:

1. Boot into Safe Mode:

• Access Safe Mode:
  • Restart your computer and repeatedly press F8 (or Shift + F8) before Windows starts, or interrupt the startup process three times to trigger the Recovery Environment.
  • In the Recovery Environment, go to Troubleshoot > Advanced options > Startup Settings, and select Restart.
  • After the restart, choose Safe Mode (preferably with Networking).
• Observe Behavior in Safe Mode:
  • Use your laptop in Safe Mode to see if it still freezes or crashes. Safe Mode loads only basic drivers, so if the issue doesn’t occur here, it might be related to a driver or software conflict.

2. Check for Overheating:

• Ensure Proper Ventilation:
  • Make sure your laptop is on a flat surface with good airflow. Use a cooling pad if available.
• Monitor Temperatures:
  • If you can keep the laptop running long enough, use a tool like HWMonitor or Core Temp to check CPU and GPU temperatures. Overheating can cause freezing and blue screens.

3. Run a Memory Test:

• Windows Memory Diagnostic:
  • Press Win + R, type mdsched.exe, and press Enter.
  • Choose to restart and check for memory problems.
  • The test will run automatically after a restart and may help identify if faulty RAM is causing the issues.
• Use MemTest86:
  • If the Windows Memory Diagnostic doesn't complete, you can use MemTest86. Download it on a different computer, create a bootable USB drive, and boot your laptop from the USB to run the test.

Please find the remaining steps in the next post.

Hope this helps! Keep me posted for further assistance

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

[Nal_NR]

Hi @Yash2003,

Please find the remaining steps below.

4. Check for Hard Drive Issues:

• Run CHKDSK:
  • Boot into Safe Mode or the Recovery Environment.
  • Open Command Prompt and type chkdsk /f /r, then press Enter.
  • Allow the process to complete to check for and repair bad sectors on your hard drive.
• Use Manufacturer’s Diagnostic Tool:
  • Many hard drive manufacturers offer diagnostic tools that you can run from a bootable USB. Identify your hard drive brand and download the appropriate tool.

5. Update or Roll Back Drivers:

• Update Drivers:
  • In Safe Mode, try updating your drivers, especially the graphics, chipset, and network drivers. You can do this via Device Manager.
• Roll Back Recent Updates:
  • If the issue started after a recent driver update, consider rolling back to the previous version via Device Manager.

6. Run SFC and DISM Commands:

• System File Checker (SFC):
  • In Safe Mode or Recovery Command Prompt, type sfc /scannow and press Enter.
  • This will scan and repair corrupted system files.
• DISM:
  • If SFC finds errors it can’t fix, run DISM /Online /Cleanup-Image /RestoreHealth to repair the Windows image.

7. Perform a System Restore:

• If you can access the Recovery Environment, try performing a System Restore to revert the system to a previous state before the issue started.
• Go to Troubleshoot > Advanced options > System Restore and follow the prompts.

8. Consider a Clean Installation of Windows:

• If the above steps don’t resolve the issue and you continue to experience blue screens and freezing, a clean installation of Windows might be necessary.
• Back up your data if possible, then use a Windows installation USB to reinstall the OS.

9. Check for Hardware Issues:

• If you suspect a hardware issue (especially if the laptop is relatively old), it might be worth consulting a technician to check for failing components like the motherboard, CPU, or RAM.

If the problem persists even after trying all these steps, it could indicate a serious hardware failure that may require repair or replacement.

Hope this helps! Keep me posted for further assistance

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