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user775
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Message 1 of 4
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HP Envy Laptop keeps dead locking

HP Recommended
HP Envy 13-ah0003na
Microsoft Windows 10 (64-bit)

My HP laptop is the HP Envy 13-ah0003na and it has been working great for the last three years until this last week when it keeps deadlocking. I know that it has deadlocked because the screen entirely freezes and I cannot move my mouse, it doesn’t recognise keyboard or touchscreen input and the lights on the caps lock and mute keys don’t turn on (or off if they were already on). The only way I can get out of the deadlock is to power off my laptop by holding down the power button but this means that I keep losing work.

 

This happens multiple times in a day and happens randomly, so I may only get 20 minutes of use before it deadlocks or I may get a couple of hours.

 

I have checked that all of my drivers are up to date and they are. Additionally, the laptop isn’t deadlocking because it is too hot, as it often deadlocks even when it is cool. However, when it deadlocks, the laptop keeps running which can result in the laptop temperatures increasing.

 

The laptop is running Windows 10 and it is entirely up to date - I last installed updates this morning but it has still deadlocked since then. I have additionally run hardware tests on the memory and hard drive by pressing F2 on start up. A quick scan of the computer using windows defender showed there to be no malicious files found. I have tried to do a full scan using ESET security on two occasions but the laptop has deadlocked in the middle of the scan both times.

 

Any help to fix this would be much appreciated. Thanks!

3 REPLIES 3
Echo_Lake
HP Support Agent
HP Support Agent
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Message 2 of 4
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@user775

Thank you for posting on the HP Support Community.

 

Don't worry as I'll be glad to help, 
I appreciate your efforts to try and resolve the issue. That's a good trick to run a test on a hard drive and memory,  however, to provide an accurate resolution on deadlocking, I need a few more details:

  • Have you checked the battery health? As it's a three-year-old unit, the battery might be gotten weaker. 
  • Did you make any changes to the settings of your PC prior to the issue?

Keep me posted for further assistance.

ECHO_LAKE
I am an HP Employee

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user775
Author
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Message 3 of 4
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Hi,

 

Thanks for the reply and apologies for the delay in responding. I did make one change prior to it happening, which was to revert my touchpad driver, as the new driver wouldn't let me scroll with two fingers. I did think this could have caused the issues, but I have since upgraded the driver and so on, but the issue still occurs.

 

I don't believe that this could be an issue due to the computer lights still being on when the laptop deadlocks. When my laptop has died in the past, it entirely shuts down and all lights switch off. In this case, the power button will still be lit up, along with the light on the mute key. Looking at the battery report for my laptop, I can see that the laptop has deadlocked at 70% battery, or even when my laptop has been plugged into the mains!

 

It would be great if you had any other ideas for diagnosing the problem or how to fix it?

 

Thanks 🙂

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praveenbv
HP Support Agent
HP Support Agent
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Message 4 of 4
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Hi@user775,

 

Welcome to the HP Support Community!

 

We understand that notebook is freezing while using a notebook.

 

Don't worry I'll try to help you out.

 

Did you make any software or hardware changes on your PC?

 

Check for the windows update ?

 

Check for the BIOS update ?

 

Try performing a BIOS default on your PC and check if it helps.

  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.

Also, Uninstall the graphics driver from the device manager and install the latest drivers and BIOS from the links below.

 

Link to update the BIOS.

 

You can try updating the drivers on your PC using an HP support assistant.

 

Refer to this article to know more information about using HP support assistants.

 

Hope this helps! Keep me posted. 

 

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!

Have a great day! 

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