HP Envy 34" All in One freezes

[Shelbell]

My 7 month old HP Envy All in One started freezing about two months ago.  If I try to do anything it chimes. The only way to unfreeze it is to shut it off with the power button or select Alt+Control+Delete.  

It also struggles to "wake up".  I have checked all my settings, including the "wake" option from the keyboard.  It will sit on a black screen or screen saver page despite me hitting the keyboard or moving the mouse.  I have to Alt+Contol+Delete to get to the PIN. 

I have run all the troubleshooting options on the computer, windows and the operating system are both up to date.  I contacted Hp who said it was a software issue and that using Alt+Control+Delete to wake the computer was how it was suppose to work.  Which is not the case.   

[Raj_05]

Hi @Shelbell,

Welcome to HP Support Community.  

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

If your HP Envy 34" All-in-One computer is freezing, there are several things you can try to resolve the issue.

• Restart your computer: Sometimes, simply restarting your computer can resolve the issue. Save any unsaved work, close all open programs, and then restart your computer.
• Check for software updates: Make sure that your computer's operating system and all installed software is up-to-date. Check for updates and install them if available.
• Run a virus scan: Malware or viruses can cause your computer to freeze. Use an antivirus software to scan for any malicious programs that may be causing the issue.
• Uninstall unnecessary software: Too many programs running in the background can slow down your computer and cause it to freeze. Uninstall any programs that you don't use or need.
• Check for overheating: Overheating can cause your computer to freeze. Check that your computer's fans are working properly and that the air vents are not blocked. If your computer is overheating, you may need to clean the fans or replace them.
• Check for hardware issues: Faulty hardware components can also cause your computer to freeze. Check that all hardware components are properly connected and functioning.

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 

[Shelbell]

Hi Alden4, 

I appreciate you taking the time to respond.  However, I have already tried all those steps and contacted HP since my computer is still under warranty to check my hardware.  They said it was a software issue.  But also said using Alt+Cntrl+Delete was how everyone got to the PIN page soooo.... I'm not certain he knew what he was talking about.  

Any other thoughts?

[Raj_05]

Hi @Shelbell,

Thank you for your response, 

Due to limited support, I would request you contact our HP Support and our Support Engineers should be able to sort this out. HP Support can be reached by clicking on the following link.

https://www.hp.com/contacthp/

Please feel free to contact us here anytime you need any further assistance.

Have a great day!

Alden4
HP Support