05-17-2020 01:27 PM
Since buying this notebook it has randomly froze at any time. Have used all HP recommendations, updates, and methods to no avail. Re-installed a fresh copy of windows and started over, system froze during the installation multiple times. Presently I have no other apps, programs, etc... installed so it is factory. Still freezes randomly. Performed all recommended updates from both HP and Microsoft, still freezes at random times. Can go days with no freezes, or sometimes it will freeze 5 times in a session. When it freezes the touch pad stops working, clock stops counting, and nothing moves. Have to power off the system and restart to become operational again. At this point I"m willing to wave a dead chicken over it or order some magic fairy dust from Amazon, any help would be greatly appreciated.
05-28-2020 02:35 PM
@ChippyDaddy Due to the current global COVID-19 situation, we're seeing an influx of customers coming in for support and we appreciate your patience.
That said, 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.
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.
On the main menu, click System Tests.
Click the System Fast Test tab.
Click Run once.
While the test is running, the time remaining and test result for each component displays on the screen.
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.
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!
I am an HP Employee
05-29-2020 08:16 PM
Have previously performed all tests, diagnostics, etc... System shows no problems. I have no external devices, no apps or software other than the factory installation, I have performed a complete system recovery and fresh install of windows and started over as it was when I bought it. System froze 5 times during installation
06-01-2020 11:31 AM
@ChippyDaddy 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
If this was how you did it, and yet the issue persists, I suggest you talk to HP support and discuss your options, follow the below steps to get started:
1) Click on this link - http://www.hp.com/contacthp/
2) Click on Sign-in or select the product using the below step:
3) Enter the serial of your device.
4) Select the country from the drop-down.
5) Click on "Show Options".
Fill the web-form, to populate a case number and phone number for yourself!
Also, if you are having trouble navigating through the above options, it's most likely because the device is out of warranty, if yes? please send me a private message with the region you are contacting us from,
here's how private messages work: Click here for details.
If you wish to thank me for my efforts, you could click on "Accept as solution" on my post as the solution should help others too.
I am an HP Employee