Can't use 'restart' - just goes blank/freezes, only off, then on works.

[dawidyogi]

Hi there,
I had this problem from new - when I click 'restart' laptop freezes with a blank screen and stay like this. I have to hold power button until it goes off, then it comes on again as normal. Same happens when installing updates, at some point screen goes dark and it can stay like this forever. When I force power off, it comes on OK and installs the updates. Apart from this problem it works spot on, powering off and on without problems. 

All drivers, BIOS up to date.

[BeemerBiker]

Possibly a windows corruption problem

SFC and DISM are both tools that scan and repair corrupted system files. However, SFC uses a cached version of the files, while DISM uses the internet to download and fix the files.

Try the SFC first and if that gives a message that it cannot fix the problem then try the DISM tool.

Click here for repair instructions

If  no corrupted files are found then bring up the windows event viewer and look in system and in applications.

System will show a message to the effect that the system crashed and an approximate date and time.

Look in applications for what happened prior to that time and see what application may have caused the problem.

[dawidyogi]

Greetings from a fellow rider 🙂

Thanks for this. I've tried SFC and DISM. The system restarts from time to time, then does the freezing thing - can't say for sure if this is an improvement, as previously I simply did not test it several times in a row.

Event viewer:

There's a Google update issue and the "The application specific permission settings do not grant Local Activation permission for the COM server application with CLSID' warning.
Why the bloody thing mixes languages everywhere is beyond me. I have may system in English, but need to use Polish keyboard, too.
I can't observe any reason for when it restarts OK and then a minute later doesn't - same programs running (or - nothing running), different outcome.
Any ideas appreciated.

[BeemerBiker]

Chrome could not update and the event was timed out. Probably a network problem but there could be other reasons as explained here.

try that windows updates troubleshooter  that Derrick19 mentioned and also clear the update cache as suggested.

If the freezing occurs randomly there is a hardware problem.  If only during windows update then an operating system problem.  If the event viewer showed a problem such as a disk retry or being unable to reach the update server that would explain why chrome failed to update.

The problem is the win11 updates?  You would have to scroll the event viewer back to the time you did the update and see if anything like a hardware or network issue occurred.

Did the SFC app find and fix any problems?

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Is your system still under warranty?

Click here to check warranty

You mentioned you have had this freezing problem since it was new.  Have you always used WiFi?  

Try connecting an ethernet cable from your RJ45 to the modem the next time you do a windows update.

According to the software available for your system, you have cloud recovery and latest BIOS release is June 2024

You would have to select "software" and then select win11 to see those items show up.  The last BIOS update that fixed anything was F.16.  All the newer version are security related and probably slow down your gaming PC.

If you have backups you could do the cloud restore but I would try that windows update trouble shooter first.  If the system works fine except for windows update you might get better help over at the microsoft windows forum.

• Software-HP Cloud Recovery (1)

  HP Cloud Recovery Tool (Windows 10 and 11)

  The HP Cloud Recovery Tool is an application developed by HP.  It enables customers to access a digital download of their recovery media and create a bootable USB drive (Minimum 32GB) to recover their units back to factory status.

  Download tool here  Microsoft Store
  
  For further information about this tool, click on the following link.

  Learn more