HP Envy freezes up when screensharing on zoom and skype

[HA1231]

Hi,

I recently bought a new HP Envy laptop and whenever I am screen sharing on zoom or skype, randomly in the call my screen freezes completely and any input (keys pressed or mouse click) makes the laptop make a beeping sound. The laptop is completely frozen and the only way to get out is to use the power button on the side to turn the computer off and on again. 

I have seen similar posts on this forum and have followed them by ensuring my Windows and drivers are up to date but the problems still continue. I have also uninstalled McAfee as some have said this is the reason but still no luck. 

Any help as to how I can resolve this issue?

[praveen196]

@HA1231 Welcome to HP Community!

I understand that the HP Envy freezes up when screen sharing on zoom and skype.

Do not worry. I will try to fix the issue.

Ensure your Windows is fully updated - Go to Settins - Windows Update and run manual update

Ensure your video card drivers are updated - download and install from the HP site http://support.hp.com   or  use the Device Manager Method :

>> http://support.hp.com/us-en/document/c03330139

You may also update other drivers, as well.

If it freezes mostly on one website, try with others such as YouTube (shouldn't freeze)

If it freezes mostly with Zoom, check for ideas with their support team.

Do remove any 3rd party security products (firewalls, antivirus, antispyware...) - Norton, McAfee can interfere with every part of your PC and should be gone for good. If the PC comes preinstalled with McAfee, uninstall it from Control Panel > Programs and features. Eventually use their removal tool from > http://us.mcafee.com/apps/supporttools/mcpr/mcpr.asp

Use only the built-in antivirus and firewall (Windows Defender/Windows Firewall) and some on-demand scanners.

Keep us posted,

If you would like to thank us for our efforts to help you, 

Give us a virtual high-five by clicking the 'Thumbs Up' icon below, followed by clicking on the "Accept as solution" on this post, 

Have a great day!

[HA1231]

@praveen196

Hi, thank you for replying but the issue still occurs. 

I have made sure my windows and drivers are fully updated, as shown below:

I have already removed McAfee and use Windows defender.

The issue still persists when screen-sharing using both Skype and Zoom so I tried to see if screen-recording was the issue - I used the inbuilt screen recorder through the Game Bar and within a couple of minutes my screen froze up and I had to use the physical power button. So I think the issue is with my hardware - not any third party website.

Is there any way to resolve this?

Thanks

[praveen196]

@HA1231

I understand your concerns.

In that case, I would suggest you perform the system reset.

Have a nice day!!