Freezing and stuttering on External Monitor

[ThreeLeos]

Hello,

So the issue I am having right now is hooking up to external monitor. My laptop is about 4 months old and never ran into this problem. I do use the HP Support app for drivers etc. When I hook up to my 24" monitor I get a lot of stuttering, freezing and horrible multitasking. The laptop just hangs up and finally recovers. If I unplug the monitor, all goes back to normal.

When using monitor, sound stutters and sounds like a broken record, games freeze for 3 secs or more, extreme game lag, and sometimes can not even multitask or alt tab out of a game. I am currently running Win10 (64bit) version 1809. I have all the updates done and also the HP drivers.

I am leaning towards the Intel 630HD drivers. Ever since it was updated, that is when the issues start. But not entirely sure.

[Echo_Lake]

@ThreeLeos
Thank you for posting on the HP Support Community.

I see that your experiencing difficulties when an external monitor connected to the Notebook. 
Don't worry as I'll be glad to help, however, to provide an accurate resolution, I need a few more details:

• Did this happen after a recent window or software update?
• Are you able to open the camera?
• Have you tried disconnecting and reconnecting the external monitor cables?

While you respond to that, let's try these steps:

Step 1 Hard Reset -

1) Shutdown the computer.  

2) Unplug all the Adapter and peripherals connected.  

3) Remove the Battery. ( not for Built-in Battery computer ) 

4) Press and hold down the power button for 15 to 20 seconds.  

5) Plug-in the Adapter and put the Battery back into the computer if it's a (removable battery)

6) Try to turn on the computer and check,

Step 2 BIOS Defaults -
1) Shutdown the computer. 
2) Turn the computer back on again and repeatedly tap on the ESC until a Startup menu appears. 
3) Press F10 once for BIOS. 
4) Press F9 for BIOS defaults. 
5) Press F10 to save and exit.

Hope this helps! Keep me posted for further assistance.

[ThreeLeos]

I will try! It has been hard to track down what the cause is.

I went through Windows Error log and there is a lot of weird stuff in there. Things like USB and network warnings.

The laptop works perfect without external monitor. So the only difference is I use a wireless keyboard as well with the monitor. I have tried two different keyboards and two different monitors to only have the same issue.

I will try the steps you provided.

[Echo_Lake]

@ThreeLeos
Thank you for posting back.

Work on it as per your convenience and keep me posted on the results.

Also, you can try updating the Bios, Chipset and Display drivers.
Please follow the steps from below: 

• Uninstall the graphics card drivers from Device manager: 
• Right-Click on start button> click device manager> Display adapters>then select the display drivers and right-click on it and uninstall the graphics drivers.
• Please check the box that says “delete the software for this device”.

Once done, restart the computer and then update the Bios, Chipset and graphics card drivers on your PC from our HP support website, using this link. Please select the correct operating system.

Hope this helps! Keep me posted for further assistance.
If I have helped you resolve the issue, feel free to give me a virtual high-five by clicking the 'Thumbs Up' icon below, Followed by clicking on "Accept as solution" from the drop-down menu on the upper right corner,
 

Thank you for posting in the HP Support Community. 

Have a great day!

[ThreeLeos]

Okay tried all the above. Still having the same issue. I even resorted the system to factory and problem persists.  Now wondering if it was the bios update?  

[Echo_Lake]

@ThreeLeos

Thank you for posting back. 

As you've performed system recovery, let's try updating system software and check:
Windows Update and HP Support Assistant:

To check for updates now, select the Start button, and then go to Settings  > Update & security  > Windows Update, and select Check for updates.

And to Install updates from HP Support Assistant: Go to Download HP Support Assistant to install the tool.

1. To open HP Support Assistant, double-click the HP Support Assistant icon .
2. Click My devices in the top menu, and then click Updates in the My PC or My notebook pane.
3. Click Check for updates and messages to scan for new updates.
4. Review the list of updates. Updates with a yellow information icon are recommended. Updates with a blue information icon are optional.
5. Click the update name for a description, version number, and file size.
6. Select the box next to any updates you want to install, and then click Download and install.

If the issue persists, 

I would request you to contact our Phone Support and our Support Engineers should be able to sort this out.

HP Support can be reached by clicking on the following link:

• Click on this link – www.hp.com/contacthp/
• Select the product type.
• Enter the serial number of your device or select let HP detect your product option.
• Select the country from the drop-down.
• You should see the HP phone support number or Chat option listed

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

[ThreeLeos]

---

@Echo_Lake wrote:

@ThreeLeos

Thank you for posting back. 

As you've performed system recovery, let's try updating system software and check:
Windows Update and HP Support Assistant:

To check for updates now, select the Start button, and then go to Settings  > Update & security  > Windows Update, and select Check for updates.

And to Install updates from HP Support Assistant: Go to Download HP Support Assistant to install the tool.

1. To open HP Support Assistant, double-click the HP Support Assistant icon .
2. Click My devices in the top menu, and then click Updates in the My PC or My notebook pane.
3. Click Check for updates and messages to scan for new updates.
4. Review the list of updates. Updates with a yellow information icon are recommended. Updates with a blue information icon are optional.
5. Click the update name for a description, version number, and file size.
6. Select the box next to any updates you want to install, and then click Download and install.

If the issue persists, 

I would request you to contact our Phone Support and our Support Engineers should be able to sort this out.

HP Support can be reached by clicking on the following link:

• Click on this link – www.hp.com/contacthp/
• Select the product type.
• Enter the serial number of your device or select let HP detect your product option.
• Select the country from the drop-down.
• You should see the HP phone support number or Chat option listed

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

---

Okay,  so I found something out. 

I have a small desk at home and is where I connect to external monitor. So when at home I place the laptop on my stand for music sheets. So it's at a 45° angle. Last night I hooked it up on the desk flat and it worked perfect! 

Odd thing is the angle was the problem. But,  even at that angle,  it still works fine not connected to external monitor.  So to me sounds like something is loose or something inside. Makes no sense. 

---

[Echo_Lake]

@ThreeLeos

Thank you for posting back. 

I appreciate your efforts to try and resolve the issue. As you've performed relevant troubleshooting steps

and this sounds like hardware related issue, I would request you to contact our Phone Support and our Support Engineers should be able to sort this out.

HP Support can be reached by clicking on the following link:

• Click on this link – www.hp.com/contacthp/
• Select the product type.
• Enter the serial number of your device or select let HP detect your product option.
• Select the country from the drop-down.
• You should see the HP phone support number or Chat option listed

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