HP Spectre 360 freezes randomly

[AlanAU]

Hello all,

I'm facing an issue with my brand new HP Sepctre 360. Sometime when booting, after displaying the HP logo on the screen, the PC will not proceed to booting windows, it will freeze or go unresponsive with black screen while it is still powered on. The only solution is to do a hard restart.

The issue also happens a lot after the screen goes off after idle time, the laptop goes unresponsive while still powered on, caps lock and other switch keys will go nonresponsive as well.

I have tried a factory reset and fresh windows installation with no luck.

Item details:

Product number: 8DR26U8R#ABA

Serial number:  [Personal Information Removed]

Win 10 is up to date, same with HP drivers using HP support assist.

Appreciate any help or advice on this issue.

Regards

Alan

[Riddle_Decipher]

@AlanAU here are a few steps that should help us identify and resolve the issue:

Step 1: Run hardware diagnostic tests

Make sure the issue is not hardware related by performing diagnostic tests.

1. In Windows, search for and open the HP PC Hardware Diagnostics for Windows app.

   If the app is not installed on your computer, download the latest version from the HP Hardware Diagnostics website.

2. On the main menu, click System Tests.

3. Click the System Fast Test tab.

4. Click Run once.

   While the test is running, the time remaining and test result for each component displays on the screen.

5. If a component fails a test, write down the failure ID (24-digit code) and contact HP Customer Support. The information is also available in the Test Logs on the main menu.

   If no system component failed, continue with these steps.

6. On the HP PC Hardware Diagnostic app, click System Test, and then click System Extensive Test. The Extensive Test might take several hours to complete.

   • If an issue is not found, continue to the next step.

FOR DETAILS & FURTHER INSTRUCTIONS, USE THIS LINK: CLICK HERE & SKIP TO STEP 2 ONWARD

(By the end of this article all the issues should be resolved)

P.S: Welcome to HP Community 😉

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!

[AlanAU]

Thanks, @Riddle_Decipher,

Appreciate your response and the provided insights.

Luckily the hardware diagnostic didnt show any hardware issues, regarding the remaining steps, this is a fresh windows installation, I had the system not recoverable after one of the hard restarts due to these freezes, windows couldnt be repaired and had to do fresh windows installation.

I have also updated the BIOS and all drivers after the fresh windows installation, but still no luck with the issue.

Regards

Al

[Riddle_Decipher]

@AlanAU How was the reset attempted, did you make use of the HP Recovery partition (F11) or did you use the HP recovery media? 
If you don't have an HP Recovery media and have attempted reset using the windows troubleshooter or a retail copy of windows, you'll need to order a recovery media: Click here for steps Or you may also attempt to download the same using the steps on this link: click here

For details on how to perform a successful reset: click here

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!

[AlanAU]

Unfortunately, 

HP recovery partition didn't work, and I didnt have HP recovery media. I took it to a store where they had to format the drive, as it had all partitions wiped out, and they had to install fresh windows for me.

I will try to download recovery media now.

Thanks

[The_Fossette]

@AlanAU 

Thank you for the update.

You can also download the operating system for your computer using the HP cloud recovery tool.

Refer to the below article for detailed steps.

https://support.hp.com/in-en/document/c06162205

If you wish to show appreciation for my efforts, mark my post as Accept as Solution. Your feedback counts!

Cheers!

Stay Home – Stay Safe

[AlanAU]

Thanks for the below helpful advice.

I have downloaded the HP cloud recovery tool, however when I started it with admin rights, I got an error message related to product ID not valid or doesnt match, tried to enter it manually with the same result.

I also tried to look for other recovery tools options from HP Customer Support site, had the same issue of my product ID couldnt be verified ( have tried both options: let HP detect your product and to enter the details manually). Im copying the PN and SN directly from HP Support Assist console.

[The_Fossette]

@AlanAU 

I recommend you contact support and they will assist you in this regard.

Here is how you can get in touch with support.

1)Click on this link – www.hp.com/contacthp/

2)Select the product type.

3)Enter the serial number of your device or select let HP detect your product option.

4)Select the country from the drop-down.

5)You should see the HP phone support number or Chat option listed.

If you wish to show appreciation for my efforts, mark my post as Accept as Solution. Your feedback counts!

Cheers!

Stay Home – Stay Safe