Envy 17-bw0 locks randomly

[Alex_092019]

The device locks up randomly. First, the applications and Windows do not react on mouse or keyboard input, while the mouse pointer keeps moving. Some seconds later also the pointer freezes and only a hard shut-down can be done.

Additionally, the WHEA logs an event ID 17 to the system log, but these log entries do not show up when the lock-up occurs.

I already ran the HP hardware diagnostic wizard, but it did not report any problems.

Any ideas how I could proceed with this problem (aside returning the device to the dealer)?

Kind regards,

Alex

[Echo_Lake]

@Alex_092019
Thank you for posting on the HP Support Community.

• Did this happen after a recent window or software update?
• Have you made any hardware/software changes?
• Have you checked for spyware and viruses?

Make sure to double-check to see if there is malware, spyware, or a virus causing lags or slow speeds. After that, you can look into what else might be causing any issues so you can speed up, maintain, and check your computer performance to enjoy an overall better experience.

While you respond to that, let's try these steps: 

Hard Reset: Follow steps from the link: https://hp.care/2GnkMa8.

BIOS default: 

1. Turn off the computer and wait five seconds.
2. Press the Power button to start the computer and repeatedly press the F10 key to enter the BIOS setup menu.
3. On the BIOS Setup screen, press F9 to select and load the BIOS Setup Default settings.
4. Press F10 to Save and Exit.
5. Use the arrow keys to select Yes, then press Enter when asked Exit Saving Changes?
6. Follow the prompts to restart your computer.

And, also check what programs are hogging your computer’s RAM, follow these steps:

1. Access your Task Manager by pressing CTRL+ALT+DELETE at the same time.

2. Look for the “processes” tab.

3. Within the processes tab, you’ll be able to see which programs take up the highest percentage of your CPU, memory, disk, and more.

Next, perform Windows Update and HP Support Assistant:

To check for updates now, select the Start button, and then go to Settings  > Update & security  > Windows Update, and select Check for updates.

Install updates from HP Support Assistant: Go to Download HP Support Assistant to install the tool.

1. To open HP Support Assistant, double-click the HP Support Assistant icon .
2. Click My devices in the top menu, and then click Updates in the My PC or My notebook pane.
3. Click Check for updates and messages to scan for new updates.
4. Review the list of updates. Updates with a yellow information icon are recommended. Updates with a blue information icon are optional.
5. Click the update name for a description, version number, and file size.
6. Select the box next to any updates you want to install, and then click Download and install.

Hope this helps! Keep me posted for further assistance.
Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

[Alex_092019]

Hello,

Following your guidelines I tried to hard-reset the laptop and execute Windows update, without success. I got the messages, that the update(s) failed with error 0x8007007e. This applies to updates KB4516115, KB4514601, KB4511553 and KB4512192.

Following the instructions from Microsoft regarding the error code, i executed the command "dsim.exe /Online /Cleanup-image /Restorehealth", which stopped with an error that reads (from log-file):

2019-09-11 21:14:23, Info DISM DISM Package Manager: PID=7060 TID=10728 Attempting to route to appropriate command handler. - CPackageManagerCLIHandler::ExecuteCmdLine
2019-09-11 21:14:23, Info DISM DISM Package Manager: PID=7060 TID=10728 Routing the command... - CPackageManagerCLIHandler::ExecuteCmdLine
2019-09-11 21:14:23, Info DISM DISM Package Manager: PID=7060 TID=10728 CBS session options=0x40100! - CDISMPackageManager::Internal_Finalize
2019-09-11 21:18:21, Info DISM DISM Package Manager: PID=7060 TID=3388 Error in operation: (null) (CBS HRESULT=0x8000ffff) - CCbsConUIHandler::Error

2019-09-11 21:18:21, Error DISM DISM Package Manager: PID=7060 TID=10728 Failed finalizing changes. - CDISMPackageManager::Internal_Finalize(hr:0x8000ffff)
2019-09-11 21:18:21, Error DISM DISM Package Manager: PID=7060 TID=10728 Failed processing package changes with session option CbsSessionOptionRepairStoreCorruption - CDISMPackageManager::RestoreHealth(hr:0x8000ffff)
2019-09-11 21:18:21, Error DISM DISM Package Manager: PID=7060 TID=10728 Failed to restore the image health. - CPackageManagerCLIHandler::ProcessCmdLine_CleanupImage(hr:0x8000ffff)
2019-09-11 21:18:21, Error DISM DISM Package Manager: PID=7060 TID=10728 Failed while processing command cleanup-image. - CPackageManagerCLIHandler::ExecuteCmdLine(hr:0x8000ffff)

I also updated the BIOS and the HP Support Assistant does not show any pending updates for the device.

One thing, that might interfere, is, that I use VeraCrypt for encryption of my system drive. I already tried to decrypt the drive, perform the update, and encrypt again, but without any success.

Further help is much appreciated, as I need the computer for productive work and returning the item is the last option I'd like to take.

Regards,

Alexander

[Echo_Lake]

@Alex_092019
Thank you for posting back.

If its a software-related issue by reinstalling windows operating system will fix the issue and also it will reinstall original factory shipped software.

Click here: https://support.hp.com/in-en/document/c04758961#AbT3 to perform a system recovery.

Note: Back up all personal files and read all caution statements before performing a system recovery.

If system factory recovery fails to fix the issue then the computer needs to be serviced. 

Keep me posted for further assistance.