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HP Recommended
HP Pavilion 15.6 inch Laptop PC 15-eh1000 (2H5A7AV)
Microsoft Windows 11

Product Name: HP Pavilion Laptop 15-eh1xxx

Product Number: 52A28EA#ABZ

Total Physical RAM: 16GB

Processor: AMD Ryzen 7 5700U with Radeon Graphics

Motherboard: HP 88D0 PLEDB018JFW24P 78.13

 

I bought this computer on 31th December, 2021. I haven't done any hardware modifications.

 

Problem description: the screen goes black, the keyboard becomes unrensponsive (i can't turn on or off the keyboard back lights, capslock or mute won't update their little lights as well), but the power light stays on. The computer is theoretically "on", but it's completely frozen, and the fans slowly stop moving if they happened to be on. All I can do is hold the power button for ten seconds, so it actually turns off, and then I can turn it on again.

 

This can happen randomly while I'm running: Minecraft, Blender, any graphic application for that matter like photo editors or video editors, Discord, Google Chrome.

This happens every single time I use: WinRAR, whenever I try to create a .rar file.

(it has happened also sometimes when I tried to close the screen, and when I opened it back up instead of being into sleep mode it was just stuck to a black screen)

 

Yes, this sounds like a graphics card driver issue. No, it's not apparently. I've updated said driver several times and it never did any good for me. There are no errors, messages, or blue screens. The Windows Event Viewer also has nothing interesting to say about it, it's recorded as an "unexpected shutdown at xx:xx:xx".

 

This is what I've tried:

every single test with HP PC Hardware Diagnostics - no problems found

every single test with HP BIOS Hardware Diagnostics - no problems found

full system diagnostics with f2 on boot - no problems found

windows memory diagnostics - no problems found

updated widnows

updated bios

reset bios settings

disabled hibernation

Windows System Recovery with f11 on boot - erased all files and programs, did not fix it

Windows 11 clean installation with USB Driver - did not fix it

system recovery with HP System Recovery Tool - installed windows 10 instead of windows 11, still didn't fix it

cpu, gpu and memory intense stress tests for hours with Prime95, Ungine Heaven and MemTest - no errors or problems detected

started the computer in Safe Mode, tried to make a .rar file - happened again also in safe mode

 

After every attempt I exploited WinRAR to check wether the problem was fixed or not. It happened every time, almost instantly.

 

I'm from Italy, and I've already contacted our local technical support via phone, and all the things I've done are things they told me to do over time, as they gave me support via email for over a month.

I'm writing this as I received an email today, stating that the behaviour of my computer is "normal", and I'm trying to run programs or games that are "too heavy" for my configuration, and that the fault is in WinRAR, since "other programs that do the same job worked perfectly" (they made me install and test 7-ZIP, and that program works just fine).

 

I'm looking for extra help or some me ideas on what I can do, and I'm also happy to shine light on this event, as it's extremely unprofessional and note worthy.

There are probably other little things I tried that i can't remember right now, but this is almost unbelievable.

† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the <a href="https://www8.hp.com/us/en/terms-of-use.html" class="udrlinesmall">Terms of Use</a> and <a href="/t5/custom/page/page-id/hp.rulespage" class="udrlinesmall"> Rules of Participation</a>.