Brand new HP ENVY All-in-One - 32-a1785ng locks up during games

[Hibb1]

This won't help much.. But feel the air coming out of the unit when the fans ramp up. If the air is hot then the heatsink is performing properly, but at it's limit. If the air coming out is cold, then the heat pipe has a leak and the heat is not actually traveling up the pipe to the fins (which is where the fan blows)

Generally, in AiO unit's, they have the same or similar heatsinks as laptops as there's no room to put a bigger one in.

So it's probably a flat copper square soldered to a heatpipe. Same would go with the GPU.

The only thing you can really do is make sure you get the heatsink swapped with a tested known good one and use high-end thermal paste.

Perhaps the heatsink was swapped out and it was faulty also - rare, but does happen.

[AndriyDobr]

Well, yesterday I thought that I found and solved the root cause, but I still do have freezes after all manipulations, described above. The wierd thing is that now CPU doesn't go above 90 degrees. GPU is at 76 degrees when the freeze occurs. The air coming out is pretty hot, but not extremly hot. I admit that I'm lost at this point and have no fürther ideas so far. Maybe it's a soldering, which becomes loose at these temps, or PSU, that can't cope with the load.

Anyway, I would also check heatsinks in first place if the unit won't be covered with a guarantee. Don't know how to force HP to make a proper revision and diagnostic 😞

[AndriyDobr]

 

 I downloaded official Intel Processor Diagnostic Tool, and it didn't pass the test. The System hung right after the integrated GPU stress test

[Paolodn69]

Questionable support by HP for a 3000 euro PC! I have had bad experiences as well. I am going to give it a try with ThrottleStop. Thanks

[praveenbv]

Hi@Paolodn69, Welcome to HP Community!

I understand that notebook has an issue with the display blackout  while playing the game 

Don't worry I'll try to help you out.

Did you make any software or hardware changes on your PC?

Does the issue persist in BIOS?

As you mentioned when you power on your laptop the screen keeps flickering on your laptop.

If the issue does not persist in BIOS try updating the graphics driver and BIOS on your PC.

Try performing a BIOS default on your PC and check if it helps.

1. Turn off the computer and wait five seconds.
2. Press the Power button to start the computer and repeatedly press the F10 key to enter the BIOS setup menu.
3. On the BIOS Setup screen, press F9 to select and load the BIOS Setup Default settings.
4. Press F10 to Save and Exit.
5. Use the arrow keys to select Yes, then press Enter when asked Exit Saving Changes?
6. Follow the prompts to restart your computer.

Also, Uninstall the graphics driver from the device manager and install the latest drivers and BIOS from the links below.

Link to update the BIOS.

Also, update the graphics driver using this link.

Download GEFORCE EXPERIENCE

You can try updating the drivers on your PC using an HP support assistant.

Refer to this article to know more information about using HP support assistant.

Refer to this article to further troubleshoot display issues with your PC.

If the screen is flickering in BIOS, it is certainly a hardware issue with your PC.

Hope this helps! Keep me posted. 

Please click “Accept as 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!

Have a great day! 

[Paolodn69]

I believe you should read the posts first, understand the hardware we are referring to, that is in the subject, and bring yourself up to pace with the issues we are trying to address.

This is a All in One PC, not a laptop.

We are beyond the basic diagnostics you are pasting here, without getting informed first. As you can see the others have sent the PC in for repair, with the same useless and careless approach by HP Repair team.

Thanks at least for confirming the poor, inadequate and time wasting support from HP.

Unbelievable! 

If you want to support get informed, first, elevate and bring the support needed.

[AndriyDobr]

I talked with a technician from HP today and showed him over the remote how PC behaves. It reached 98C and didn't pass through the Intel's "Prime Numbers" math test. This guy seemed to be technically fit, and promissed me to get in touch with the service to explain them how actually bad the things are... So I will wait how it evolves further.

By the way I accidentally found out that my PC is equipped with 2 different memory modules: one Hynix PC3200 and one Samsung PC2666, which is quite odd when it should be PC2933 according to the specs. Don't think this is causing problems, but I didn't expect it from the Billion Dollars company. Have a look just out of curiosity is it the same for you 🙂

I will keep you updated about my progress

[AndriyDobr]

Forgot to mention one more speculation of mine. The power supply here is only 330W. i9 10900 reaches 170W under the load. Nvidia 2800 RTX MaxQ is constantly at 80W in games, which is already 250W, the rest left, which is only 80W, can easily become a problem if you add 32" Display, HDD and other small components. Unfortunately almost all sensors are hidden, so it's really hard to tell, but the simple math says it's close to the limit.

[Paolodn69]

We need to have HP to address it officially. Let's try to reach out to all users with the same challenge.

Thanks for all your feedbacks and for sharing.

[praveenbv]

Hi@Paolodn69, Welcome to HP Community!

We have done the basic troubleshooting as per the document and the notebook needs to checked taking remote access so that get to know it's a hardware or software issue.

I'd suggest you contact HP in your region regarding the service options for your computer or HP Chat Support Team.

Please click “Accept as 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!

Have a great day!