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Brand New Laptop Keeps Overheating/Crashing

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HP Envy x360
Microsoft Windows 10 (64-bit)

So I bought my first laptop 7/25/2020 and the specs were all in order. Certain programs I can run just fine (i.e. Zoom, browsing on Chrome, Minecraft, Discord) But other programs, especially games (Fall guys in particular) seem to get it to overheat and crash. The screen freezes, and the only way to get anything to change is to power off the laptop and turn it back on.

 When I first got it, the fans would run long and hard even when I wasn't using the laptop to the point it would drain the battery. I took it to see if I could get it fixed, and they replaced the thermal paste and tightened some screws. I tried again today to play a game, and it did the same thing; froze completely, and had to be restarted. The fans aren't near as loud as they were before, but the underside still feels hot. 

 I specifically bought this laptop with these specs so I could game (it's how I hang out with family while overseas) and I have no idea what else to do. My warranty is still good, but I was hoping to avoid that if possible (again, I'm not in the States and getting things shipped/mailed is a royal pain) 

HP Support Agent
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I reviewed your post and I understand that the computer is freezing when you play games.


Don’t worry, I assure you I will try my best to get this sorted.


What is the product number of your computer?


The computer that you have is not designed for gaming and it doesn’t have the cooling system required for a gaming laptop. Having said that, I recommend you update the BIOS and the graphics driver from the below link and check if it helps.


Let me know how it goes and you have a great day!


P.S: Welcome to the HP Support Community 😊


If you wish to show appreciation for my efforts, mark my post as Accept as Solution. Your feedback counts!



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I am an HP Employee

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