Laptop freezes while working on battery

[Bekalu]

I bought a new HP Spectre x360 13 about two months ago but it is giving me a hard time! The main problem I am facing is the PC freezes (become non-responsive) every now and then while it is on battery (when the power cable is unplugged).

Any solutions before I take back to where I bought?

Thanks,

Mesfin 

[MKazi]

@Bekalu

Welcome to HP Support Forums. 🙂

Thanks for reaching out to us on HP Support Forums. I came across your post and would like to help.

I read that you have an HP Spectre x360 Convertible 13 series laptop. I read that the laptop freezes while it's working on the battery power. The laptop seems to be fine when the charger is connected. Not worry, I'll do my best to help you. 

To provide an accurate resolution, I need a few more details: 

• Please let me know the exact laptop model no. This link will help you to find the model no: http://hp.care/2bygf7l
• While the charger is disconnected, is the overall performance of the laptop slow/freezes or only while playing games?
• Did any software changes or updates happen on the laptop recently?

I recommend you to perform the following steps to isolate the issue and arrive at a fix: 

• Power off the laptop.
• Remove the battery out. If the battery is integrated and does not have a latch to release it then leave the battery inside the laptop.
• Disconnected AC adapter from the laptop.
• Press and hold the power button for 15 seconds.
• Reconnect the battery and plug the AC adapter.
• Power ON the laptop.

Please ensure that Windows updates are performed: https://support.hp.com/us-en/document/c03330139

Also, please perform a BIOS update on your laptop. You may search for a BIOS update via this link: www.hp.com/drivers

I genuinely hope the issue gets resolved without hassles and the unit works great. Please feel free to keep me posted. Cheers!

[Nikkos92]

Hi,

I should now say that but I am definitely happy to read your post because I though I was the only one that faces this problem.

I have exactly the same problem as yours.

I bought an HP Spectre x360 Convertible 13-ac003nf in february 2017 and the computer freezes randomly, sometimes 3 times in the morning. The computer freezes for a couple of seconds (maximum mesured 15 seconds) repetidely during sometimes 5 minutes.

I think, but I am not sure that the problem appeared after a bios update.

I called the HP support, at the begining of september, but until now, they didn't found any solution to the problem. I restored the computer at least 10 times to factory settings using HP tools, Installed the latest Bios update, but nothing changed.

i am very angry against HP and their support. I do not use my computer anymore. A computer that I bought 1999€!

So if you have any chance to find a solution I would greatly appreciate if you could share with me.

Thank you very much,

Nicolas

[Bekalu]

Hi,

I recently tried to reach out for HP folks via a telephone number I got online. But, I end up talking to an IT person who identifies himself as an HP worker. I offered him a romote access to my PC and after looking at the system, he said it is because the PC does not have an anti-virus. I was only using Windows Defender. He offered me Malwarebytes for a reasonable price and I installed that. From that time on, it seems the problem is solved. 

So, if you don't have any anti-virus on your PC, have that and see if the problem persists. 

Good luck! 

[Nikkos92]

Thanks for your answer.
Well I feel very surprised with the answer that the hp employee gave to you.

Defender is the free antivirus that is provided by MICROSOFT with all Windows operating since windows 8. Even is malwarebytes is a very good product it is more an antimalware than an antivirus, and it do not replace defender !.

In France, hp computers are provided with Mcafee. I tried everything uninstalling mcafee, using defender, installing norton! Nothing changed.

I have been very surprised by a warning that I have in system even log every time I start by computer that say that a processor has been limited during 71 sec. Event Id 37 (kernel-processor-power).

Do you have such an event?