Cursor Freeze

[mxgcr]

Hello HP Support Center,

I just bought my laptop on June 21, 2017. Which means almost 3 weeks ago. I had an issue with my very brand new laptop HP Omen 15 ax211ng. My cursor for several times had freeze and after that there is blue screen popped up and said "There is a problem with your computer, so it will restart automatically.' I unboxed my laptop last week and starting using this laptop since then. I am a bit disappointed with this matter since i only installed the sims 2 on this laptop and nothing else. I hope you will help me to overcome this matter.

[Dvortex]

Hello, @mxgcr – Hope you are well 🙂

Thanks for joining HP Support Forums. I’d glad to be of your assistance!

I understand that you are having trouble with your new HP Omen laptop. Did you update the necessary drivers and other updates on your PC?

I would suggest you first try and use HP Support Assistant to download the necessary drivers to update the old ones.

HP Support Assistant is a software program designed to help you keep your computer in working order, prevent potential problems from arising, and resolve problems quickly and easily. The program also provides valuable system information that you need when troubleshooting computer problems. Please go to http://hp.care/2gFA6Q8 to install the HP SA if you do not have it already.

Also, if you have the HP SA installed then go to http://hp.care/2gqoIri and follow the steps under “Checking for HP updates’ to find and install the updates.

Please let me know if this resolves the issue, or if you require further assistance.

Cheers 🙂

Please click "Accepted Solution" on the post that solves your issue to help others find the solution. To show appreciation for my help, please click the "Thumbs Up Icon" below!

[mxgcr]

Hi Dvortex,

Thank you for giving me a solution. I will tell you once i tried it. I hope things going well. Hope you have a nice day too.

Best Regards ☺

[Dvortex · Accepted solution]

Hello, @mxgcr

Thanks for the update!

Let me know if the solution worked by marking my post as a Solution. 

If you have any troubles, let me know and I will do my best to help!

Good luck 🙂

[mxgcr]

Hello Dvortex,

There is HP Support Assistant in my HP. I checked the updates and it said that there is no new updates. And then i click on my windows 10 updater. It said that there is new version of windows, so i had decided to update it. I usually have no internet connection because there is no wifi in my apartement in Germany. So i had to go to my friend's house because she has a good internet connection. I download the update with Windows 10 Upgrade assistant. It downloaded well and i click restart when it said that i need to restart. It went smoothly until there is a blue screen again and it said that there is a problem with my laptop and it had to restart again. But, when it restarted it says that my laptop will reinstall the old windows 10..... and i have to reinstall it again. When i opened my windows 10 upgrade asssistant it said that i have to redownload the newer version...again... What should i do? It pissed me off :(( It takes quiet long time. I am tired to do it all over again. However i am now still trying on it. I beg for your assistance. Thank you so much Dvortex. I am sorry for being clueless about this matter. I do not want to bother you or HP but i had to and i am really upset now. Thank you very much and i hope you understand this matter.

Best Regards,

mxgcr

[Dvortex]

Hello, @mxgcr

Thanks for the update!

Please try to upgrade the Windows again.

If the issue persists, then I'd suggest a complete recovery of your Windows. 

System recovery is the last step to troubleshoot this issue. This option reformats the system drive (usually C:), reinstalls the original operating system and reinstalls all the original hardware drivers and software. All you save files will be lost and your computer will be formatted to the day you purchased the machine.

Go to http://hp.dezide.com/ts/start.jsp?guide=HPSystemRecovery.net&as=true&SFS=sdoc&section=ccweb and select the operating system for steps to perform the recovery. Also, select the option which says "Cannot start the Windows normally" to get the detailed steps for recovery.

Please let me know if this resolves the issue, or if you require further assistance!

Good luck 🙂
 

Please click "Accepted Solution" on the post that solves your issue to help others find the solution. To show appreciation for my help, please click the "Thumbs Up Icon" below!

[mxgcr]

Thank you Dvortex i will update once i tried it. You are the best! Thanks for your flash speed reply 😄

[Dvortex]

Hello, @mxgcr

Happy to be of your assistance 🙂

Visit us again if you have any concerns!

Thank you again and may you also have a great day and even better tomorrow 🙂

[mxgcr]

Hello Dvortex,

I did things that you suggest to me. So far, it went smoothly. Hope there is no problem ahead. Thank you very much Dvortex! You are the best! Maybe yesterday i had a very bad internet connection. Now when i check on HP Support Assistant, there are few updates and i didn't update it now. I am waiting for your advice. These are updates from HP Support Assistant :

• HP PC Hardware Diagnostic UEFI
• HP Wireless Button Driver
• HP Notebook System BIOS Update (Intel Processors)
• Nvidia Graphics Driver
• Realtek Local Area Network Driver (LAN) Driver
• Realtek High-Definition (HD) Audio Driver

My Question is, should i update BIOS? Which problem may occur during updating BIOS?

I have read in article before that we should never messed with BIOS. Update Bios only when our laptop had a problem. Is my 'cursor freeze' problem related to BIOS problem? There is a no problem now but should i update to prevent Problems in the future? Do you have any tips or advice?

And one more thing Dvortex! Hahaha i have a question which it is a bit out of topic. Is my HP OMEN 15 ax211ng RAM upgradable? is there more slots in my laptop? There is no info about this type of OMEN. I had googled about it before but there is no info. When i check my HP Support Assistant. It says that my Laptop have 4x2 GB RAM Samsung 2400Ghz. I am afraid that this is not upgradable. Actually it is fine if its not upgradable haha. But, still, i want to know about it. I hope you don't feel tired and annoyed when i ask you too many questions. I wish you best of luck and successful career.

Best Regards,

mxgcr

[Chimney_83]

Hi @mxgcr, I am the @Chimney_83. It looks like you were interacting with @ Dvortex, but he is out of the office today so I'll take over from here.

Thanks for the reply, you can install all the updates listed in HP Support Assistant, it would improve the performance of your computer. 

Regarding the RAM upgrade, refer to page number 4 for the Memory upgrade and page number 42 for the part numbers and the procedure to replace the memory in the service guide. 

Please click here for the service guide of your computer. 

Let me know if this helped.