I bought an HP ENVY x360 but I can't watch movies on youtube page or recorded on a pen memory

[rui_geraldes]

I bought an HP ENVY x360 Convertible 13-ar0007ni but I can't watch movies on youtube page or recorded on a pen memory.

Already installed the audio and video drives again, and have only windows 10 upgrade to be done.

The VLC software works fine for mp3, but freeze (also i lose access to speakers icon) every time I try play mp4 files (movies).

Help please!

Regards

[praveen196]

@rui_geraldes Welcome to HP Community!

I understand that the laptop will freeze while playing the video.

First, let's start by performing a hard reset on the PC to release any excessive static/power that could have caused the issue. 

  

Turn off the computer. 

Disconnect all external connected peripheral devices such as USB storage devices, external displays, and printers. 

Unplug the AC adapter from the computer. 

Press and hold down the Power button for about 15 seconds to drain any residual electrical charge from the capacitors that protect the memory. 

Press the Power button to turn on the computer. 

If a startup menu opens, use the arrow keys to select Start Windows Normally, and then press the Enter key. 

  

Second, you can check if there is a Bios update available for your PC, here is the link to download. 

Performing a test on the Hard drive as well as on the Memory from the Hardware diagnostics:

  
1) Shutdown the computer.  
2) Turn the computer back on again and repeatedly tap on the ESC until a Startup menu appears.  
3) Press F2 once for System Diagnostics.  
4) Go to the Component test.  
5) Run extensive Memory and Hard Drive test.   

Keep us posted,
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Give us a virtual high-five by clicking the 'Thumbs Up' icon below, followed by clicking on the "Accept as solution" on this post, 

Have a great day!