Brand New Laptop Keeps Freezing Completely

[SetDreadsToStun]

So, I got my HP laptop on 11/2. Specs here: https://support.hp.com/us-en/document/c05847636

It's started to just...freeze. It freezes so bad that I cannot move the mouse, it won't respond to Ctrl + Alt +Del, and the time in the taskbar stays frozen. Earlier I walked away from it and came back and the time on the screen was an hour behind. The screen had not turned off and the computer hadn't gone to sleep. It freezes up at random times. Usually while I'm using a browser (I used chrome until today and I switched to firefox, b/c Chrome is such a memory suck on all of my devices), but it has frozen at least once after I started the computer up, before opening any programs.

I've tried multiple virus scans, I've tried hardware scans (downlowded from the HP website as according to other support articles here), and everything came out ok. I read about an error regarding certain routers causing computers to freeze and disabled IPv6 on my wireless adapter. I've TRIED to use the system update, but it keeps freezing before I can even download the update (it says it's a feature update).

What do I do? No idea what could be causing this.

Thanks for your help!!

[Jeet_singh]

@SetDreadsToStun,

Thank you for visiting the HP Forums! A great place where you can find solutions for your issues with help from the community! I came across your post and wanted to assist you. I understand you are having issues with the laptop freezes. Don't worry we'll work together to find a solution for you.

To provide you with an accurate solution, I'll need a few more details:

Have you made any software or hardware changes on the computer?

Have you performed any troubleshooting steps before posting?

Did you try to run any test on the computer? 

In the meantime, let's try these steps here: 

Perform a Hard reset on the notebook: A power reset (or hard restart) clears all information from the computer's memory without erasing any personal data. Performing a power reset might fix conditions such as Windows not responding, a blank display, software freezing, keyboard stops responding, or other external devices locking up.

Run a System diagnostics test as well as an extensive test on the Hard drive and Memory from F2 (Please capture the failure ID for further assistance).

If the test fails, I recommend you contact our HP phone support for further assistance.

If the test passes, Next thing, I would suggest here is to Run Windows Updates troubleshooter -

Download and install the troubleshooter from this link.

Now try to perform Windows Updates - 

1) In the search box, type and open Windows Updates. 
2) Check for updates. 
3) If the updates are available, click on install and restart the computer. 

If the issue still persists, I would suggest you try to update the Bios, Chipset and graphics card drivers on your computer from our HP Support website, using this link.

Also, download and install HP support assistant on your PC. It should automatically download and install the latest updates and drivers for your PC.

Refer this link to know how to use HP support assistant.

Meanwhile, I recommend you to follow the steps in the below article and check if it helps.

HP PCs - Computer Locks Up or Freezes (Windows 10, 😎

Let me know how it goes and you have a great day!

Let me know how that pans out,

Feel free to post your query for any other assistance as well,

It's been a pleasure interacting with you and I hope you have a good day ahead.

If you wish to show appreciation for my efforts, mark my post as Accepted Solution.

And click on the Purple Thumbs up icon at the bottom of my comment.

Regards,

[SetDreadsToStun]

Hi there! Thanks so much for responding.

When you ask about software changes, do you want to know every program I've installed and uninstalled since owning the computer? Or is there something specific you're looking for. I'm not sure I'd remember if you wanted to know every single program I've installed and uninstalled, but I could do my best. No hardware changes made.

Have performed numerous troubleshooting steps before posting.

I ran the HP hardware test and no failure codes showed up. Scanned for viruses using Avast and Malware Bytes more times than I can count. Nothing. I even tried reinstalling windows (after posting this, before receiving any response) and it still happens.

I perform a hard reset every time it happens, because I really don't think there's any other way to unfreeze it, but I wish there was a way to get back to using windows without losing all my work (I save often, but you can't "save" when you're making a Facebook post for work, for example. 😞 )

I'm noticing really high CPU usage as well, even when almost nothing is going on. Like, it's almost at 100% all the time. Even if I just have one Firefox window with one tab open. In general, this PC often seems slower when just browsing the internet than a PC this new ever should be.

I'm going to download the windows updates troubleshooter and updating the drivers you suggested (and check out the aritcle you linked) and I'll update on what happens. Thanks again!

[Jeet_singh]

@SetDreadsToStun,

It's great to have you back and your patience is greatly appreciated.

Please take your time and get back to me with the results,
 
I'll be awaiting your response and would be glad to help.
 
Feel free to post your query for any other assistance as well,
It's been a pleasure interacting with you and I hope you have a good day ahead.
 
If you wish to show appreciation for my efforts, mark my post as Accepted Solution.
And click on the Purple Thumbs up icon at the bottom of my comment. 

Regards,

[SetDreadsToStun]

Thank you for your patience with my response. It took a little while to reproduce the issue, as it only happens when the laptop is idle (if even for less than 2 minutes), and I had been using it a lot and not allowing it to become idle.

After installing the Windows Update repair and Updating windows, the issue still persists. I have also tried updating the BIOS since my last reply to this post.

Update/edit: I ran both the extended and the fast hardware diagnostic tests again and everything passed. Not sure what I should do next.

Yes, the vents are clean and unobstructed.

[Jeet_singh]

@SetDreadsToStun,

Thanks for the update,

After reviewing your post thoroughly, I see that you have tried to follow the steps suggested and unfortunately nothing has helped to resolve this issue. 

As you have mentioned in your post that you have tried updating the drivers, updating the Bios as well as run an extensive test which has passed without any errors.

In this scenario, this looks like a software related issue, let's try to do a system reset, For more details, please follow this link: HP PCs - Resetting Your Computer (Windows 10)

Let me know how it goes for further assistance 🙂

Regards,

[SetDreadsToStun]

Sorry, but as mentioned in a previous comment, I have already tried resetting Windows and the problem still persisted. I would really prefer not to do so a second time, especially considering the fact that it didn't work the first time. Do you maybe have any more ideas?

[Jeet_singh]

@SetDreadsToStun,

It's great to have you back and your patience is greatly appreciated. 

As you have mentioned in your post that you have already tried resetting your PC back to the factory settings, If it was a software related this should have taken care of the issue. 

In this scenario, I am sending you a private message with the information required to get this notebook serviced. Please check the mailbox icon at the top-right corner of this screen.

Please check your Private message icon on the upper right corner of your HP Forums profile,

Next, to your profile Name, you should see a little blue envelope, please click on it.

I hope this helps resolve this issue completely,

Regards,

[SetDreadsToStun]

Thanks so much for your help! I will contact customer support and hopefully get this resolved! I appreciate you taking the time to help me out with this. Have a great day!

[Jeet_singh]

@SetDreadsToStun,

It's great to have you back and your patience is greatly appreciated.

I'm glad I could contribute towards resolving the issue and finding the solution you were looking for.

Please take your time and do get in touch with our HP phone support and I'm sure they should be able to go ahead and address your issue,

If you need any assistance, please don't hesitate to reach out to us and I'll be more than happy to help you.

To simply say thanks for my efforts to assist you, please click the "Thumbs Up" button to give me a Kudos.
And mark my public post as Accepted Solution to help others find a similar solution as you have.

Take care now and do have a fabulous week ahead. 🙂
Regards,