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C_Monster
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HP ENVY TE01 keeps freezing

HP Recommended
HP ENVY TE01
Microsoft Windows 10 (64-bit)

I purchased this computer over President's Day weekend, so it is fairly new. I purchased the HP ENVY TE01 but had some added customizations. 

The issue I'm having is that the screen will shut off or freeze completely. Initially, I thought this was due to the monitor, but after switching monitors, VGA and HDMI cables to try various tests the issue is still occurring.

The freezing/lock up happens at random times. I've run tests/ diagnostics in the BIOS and everything indicates no error or issue. However, the only way I can turn the computer back on is to do a hard-shut down, which I imagine isn't healthy for the computer system.

I'm not sure what to do at this point and am considering just returning this product, if only I can get a hold of a person to do so. If there are further suggestions or just instructions to return this product, then I would be greatly appreciative.

 

**UPDATE: Now the system freezes and turns to a pink/red screen without any mouse or keyboard capabilities

Thanks!

2 REPLIES 2
Grzwacz
Level 12
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Message 2 of 3
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HP Recommended

Greetings,

Welcome to the forum.

I am not a HP employee.

 

A brand new PC, out of box experience, should not exhibit the behavior you are experiencing.

 

Where did you buy the PC, retail or HP Store?

 

Return to the retailer or contact HP Sales. You have a return/exchange period.

 

Regards

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C_Monster
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Thanks! I think I will start the return process. I bought it from the HP online store.

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