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Kelly2009
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Message 1 of 2
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Frozen blue restart screen

HP Recommended
HP ENVY Laptop - 17m-cg0013dx
Microsoft Windows 10 (64-bit)

I have had this new HP Envy for two days and every time I select shutdown and update to turn the computer off, the screen turns blue and it says restarting.  I let it set for 8 hours the other day and it was still frozen on the same screen.  I held the power button down to manually turn off and turn back on.  It started up with error messages and then when I went to shut down again I got the same blue screen that says restarting frozen.  How do I fix this?

1 REPLY 1
KrazyToad
HP Support Agent
HP Support Agent
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Message 2 of 2
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HP Recommended

@Kelly2009

 

Welcome to HP Community

 

I have gone through your Post and would like to help

 

I suggest you download and run the HP Support Assistant from this Link: https://www8.hp.com/us/en/campaigns/hpsupportassistant/hpsupport.html?jumpid=va_r602_us/en/any/psg/p...

 

HPSA will automatically search for all the latest drivers for your Notebook

 

  1. Click My devices in the top menu, and then click Updates in the My PC or My notebook pane.

    Click Updates in the My notebook pane

  2. Click Check for updates and messages to scan for new updates.

     Updates list in HP Support Center

  3. Review the list of updates. Updates with a yellow information icon are recommended. Updates with a blue information icon are optional.

  4. Click the update name for a description, version number, and file size.

  5. Select the box next to any updates you want to install, and then click Download and install.

Also ensure Windows is up to date.

 

Select the Start  button, and then go to Settings  > Update & security  > Windows Update , and select Check for updates. If Windows Update says your device is up to date, you have all the updates that are currently available

 

Keep me posted how it goes

 

Thank you and have a wonderful day 😊

 

If the information I've provided was helpful, give us some reinforcement by clicking the "Solution Accepted" on this Post and it will also help other community members with similar issue.

KrazyToad
I Am An HP Employee

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