Laptop freezes randomly

[Iulian0599]

I bought this laptop on 18 February, since then I installed windows on it 3 times (except the first installation) because I had one of the two problems I'll talk about here.

1. My laptop is freezing in following cases : 

1.1. Whatever i do, it freezes for 2 seconds between 10s interval, in games this problem never shown up.

1.2. When I'm watching a video in browser (YouTube, Netflix, Facebook etc) whenever I do move my cursor after 2 seconds since I didn`t. This is totally random, sometimes I encounter this problem while sometimes don't.

2. Games freeze, and no, is not about FPS, is horrbile what is happening, the games flow like I am watching photos in gallery, while FPS counter shows 60 (cause I use VSyinc in every game) and hard disk is not in full load, i thought it is because of HDD, but the led is blinking so it ain`t in full load. I installed the game on SSD after, just to be sure, but same result. After I reinstall windows, this problem is solved but the first problem comes in every time after a new Windows installation. This happened like this : today i play without any problems at all, turn off pc, woke up in the morning, started the game, but it was freezing like horror.

Another problem is that, my connection speed is 500 MBps (That means around 60 MB/s if I remember well), when I download on the SSD my laptop came with, download speed is around 50-55 MB/s, but when I download on hard disk (Steam/Ubisoft games mostly) the download doesn`t pass 10 MB/s, it usually stuck at 6-8 MB/s, and the hard disk usage 6-8MB/s aswell but 100% in Task Manager. If I copy files from disk, writting speed is 175 MB/s for hard disk

I wrote a topic about first issue like 1 month ago, but none of the recived answeres were helping me, hope this time i could get some help, cause to be honest, i am unsatisfied about this laptop. The only programs I installed was 3 games, Eclipse and Visual Studio. The problem with freezing games appered when I installed Microsoft Visual Redistributable x64/x86 2015-2019 package, but the other 2 times i had to reinstall windows, it happened when I first installed the game and nothing else... Thank you in advance.

[Photoray002]

@Iulian0599 

In your other thread, @Paul_Tikkanen suggested you contact HP Support for a warranty issue.

That is sound advice. Since you have reinstalled the OS three times and the issue persists, it points to a hardware issue.

I assume you reinstalled via the MS media creation tool, thus you wont have access to the UEFI Diagnostics tools to test the hardware with.

You can download the software version, but in my experience, its not as effective, but give it a try and test everything. It might be a bad drive, etc. But you will ultimately have to contact HP Support either way.

https://www8.hp.com/us/en/campaigns/hpsupportassistant/pc-diags.html

[Iulian0599]

Thanks for your reply. I installed the diagnostuc tool and updated the UEFI Diagnostic tool aswell and there no problem were shown. I want to mention that all my friends who bought the laptop have the same issues as me. I forgot to say that sometimes the processor stuck at 0.4 Ghz and I have to unplug and plug the AC Adapter again and it's solved, once again, my frienda have this problem too, i am.happy that I encounter this just once since now

[Photoray002]

I would wholeheartedly suggest you continue to contact Support.

Contact HP Worldwide | HP® Official Site

[Iulian0599]

Well...is not a week since I installed windows again and today I played the division 2 in the morning, left my pc alone for like 3h, came back and when I wanted to play it again, the huge freezes came in... I don`t know what's going on with the laptop.... If I contact support, the only option in my country is to call them. If I do this, I can`t provide any additional infos other than those from above, so I am pretty sure I have to go with the laptop at a Support Service to see by themselves what is the problem. There are none in my town, so I have to move to another citiy, due to the quarantine, it's impossible to do this, only solution is to wait I guess...

[Photoray002 · Accepted solution]

Well, unfortunately I will not have any way of knowing what support is available at the moment in various countries.

Yes, the Covid Pandemic has messed things up for "everyone" across the globe. I know that HP is conforming to "stay at home" orders globally for the safety of its employee's, so what is available is hard to say.

BUT, as far as support goes, all you really would need to supply for info is the Serial Number and proof of purchase date, if you have not already registered the warranty when you first purchased the unit. Then tell the phone support what the issue is. They will either have you mail the laptop to an address that they will provide, or have you take it to a physical location. What is available is unknown to me, so they will tell you what they can do.

The serial number can be found in the HP Support Assistant, or reboot the computer and rapidly tap the F1 key at power-on to bring up the info menu.

[Iulian0599]

Thanks for your replies and time spent for me, I'll do whatever I can and I m sure that the HP Officials will do the same