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Samsci
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Envy desktop boots up and then locks up

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Envy desktop 750-437b
Microsoft Windows 10 (64-bit)
Just got the PC 2 weeks ago and when I boot up, it the screen will flicker and then lock up completely. I will have to restart the pc and it will happen again. Screen will have black lines going across it.

It was running fine for over a week. When I am able to before it does lock up at times, I have ran a Chkdsk with no errors, and a virus scan and no viruses.
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Grzwacz
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Hello

 

Is your PC an Envy 750-437cb? Could not find 750-437b model.

 

Boot PC, tap "ESC", then run all UEFI hardware diagnostics on PC.

 

The steps below can only be done if you can get to Windows 10 and have time to try them before it freezes. If PC is locking up and not able to start windows the only thing I can think is to do a reset or HP factory reinstall of windows 10.

 

You are seeing a video problem (maybe hardware or driver) as symptom. That may or may not be the problem but I would start there.

 

What graphics card do you have? I would check HP, Intel, Nvidia, or AMD sites for latest driver and update if a newer version is available or try previous version if latest driver is installed on your pC. It is possible Windows 10 may have updated your PC with a Windows 10 version of graphics driver without you knowing it.

 

Check Windows updates in Settings to see if this happened. Try latest HP driver or manufacturer driver version instead of Windows version if you see a graphics update in Windows Update History.

 

A new PC should not do this. Maybe think of return PC option (refund/exchange) if still possible.

 

Grzy

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Samsci
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Thanks for the response. Tried the drivers, no luck. And here is what is weird too. I have now even tried to do a factory reset and it won't even let me do that. I get the same issue when it is in the final stages of the software installation.

Looks like a PC return now.
Grzwacz
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Hello

 

You have a hardware problem if you can't  do a factory reset.

 

Grzy

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