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TexasRyan
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Brand New 2-in-1 freezing up

Envy 15M-DR1012DX
Microsoft Windows 10 (64-bit)

Right out of the box, a few minutes after starting up for the first time, this 2-in-1 froze. Mouse pad would not respond, ctrl-alt-delete did nothing. The only think I could do was to hold the power button to force a shutdown. Disappointing to say the least. The next day, this happened two more times. I have performed no hardware mods, and had only installed a couple apps; nothing out of the ordinary. I did a lot of research before buying and would not have expected this from a $1,000 device. Any ideas on how to permanently resolve this issue before I ditch it for a Dell? 

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Brand New 2-in-1 freezing up

@TexasRyan 

You should not be having problems like this with a new PC!


You paid for free HP Tech Support as part of the warranty coverage, so you might as well make use of it.


While this PC is still under warranty, you should contact HP Customer Support directly to have them put you in touch with HP Technical Support to see what they can do about troubleshooting and repairing your machine remotely.

I did this recently and the HP Tech was able to remotely access my PC from the Internet to check out the problems.

If they are unable to fix your PC, then you need to explore what options you have to get it replaced under the warranty.

If you live in the US or Canada, contact information is on this page: http://www8.hp.com/us/en/contact-hp/phone-assist.html#section1

If you live elsewhere, contact information is on this page: http://www8.hp.com/us/en/contact-hp/ww-contact-us.html

NOTE: After you get through, stay on the line until you are finally able to talk to some one -- it can take a while!

***If my post helped, click the White thumbs-up symbol to say thanks***

***Please mark Accept As Solution if my post solved your problem***

I am a volunteer and I do not work for, nor represent, HP
TexasRyan
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Brand New 2-in-1 freezing up

UPDATE - 

After 2 days with HP support (who were very friendly and helpful) I still have the same issue. It happens every time I use this computer, which is brand new and has only been out of the box for one week. It has happened since day 1. What a joke. Customer support tried various updates and driver installations. Just a few minutes ago they tried to walk me through a system reset, and that could not be accomplished. The reset key contains numbers and letters; but the character field where I enter the key will not accept the letters. HP support told me to send the computer in, be without a computer for a few weeks, and receive a refurb unit as a replacement. I am still deciding on giving them one chance, and exchanging it, or bailing on HP forever and buying a Dell. I am brand loyal and if I leave HP, I will never spend a dime with them again. Very frustrated right now. 

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