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01-03-2020 12:46 PM
Hi at all!
for no reason, my pc completely freezes.
This happens both when I listen to music, or watch a movie or surf the internet.
I am forced to restart manually.
All updates were made through the HP Support Assistant application.
Please help me 🙂
01-06-2020 11:20 AM
Welcome to HP support community.
First, let's start with performing a hard reset on the PC to release any excessive static/power that could have caused the issue.
Turn off the computer.
Disconnect all external connected peripheral devices such as USB storage devices, external displays, and printers.
Unplug the AC adapter from the computer.
Press and hold down the Power button for about 15 seconds to drain any residual electrical charge from the capacitors that protect the memory.
Press the Power button to turn on the computer.
If a startup menu opens, use the arrow keys to select Start Windows Normally, and then press the Enter key.
Second, you can check if there is Bios update available for your PC, here is the link to download.
Performing a test on the Hard drive as well as on the Memory from the Hardware diagnostics:
1) Shutdown the computer.
2) Turn the computer back on again and repeatedly tap on the ESC until a Startup menu appears.
3) Press F2 once for System Diagnostics.
4) Go to Component test.
5) Run extensive Memory and Hard Drive test.
Depending on the test results, If the test passes then I would suggest you perform a complete system recovery.
Note: Recovery will wipe off everything from the computer. If you have anything important get in touch with some local stores to get your data backed up.
Click here to know: How to perform each step.
For more details, you can try these documents as well.
I hope that helps.
To thank me for my efforts to help you, please mark my post as an accepted solution so that it benefits several others.
I am an HP Employee
01-06-2020 02:52 PM
Thanks for the reply. For about two days I have been using the PC without my external sound card (focusrite scarlett 2i2). The problem did not arise. Maybe the problem depends on it. I will continue to use it without a sound card for a few more days and update the drivers hoping to fix it.
03-03-2020 01:53 PM - edited 03-03-2020 01:53 PM
Here I am again, after some time the problem occurs again and again. I ran the memory and hard disk diagnostics and both are OK. In addition, I report an extreme slowness in starting my pc at the beginning of the day. To load the operating system (Windows 10) it can take up to 5 minutes, while after a manual restart of the PC everything is resolved. The problem has occurred since I updated the video card drivers (AMD Radeon R5 M435 // AMD Radeon R7 Graphics + R5 435 Dual Graphics).