07-29-2019 10:36 AM
My Freezing and unresponsiveness started around 10/2017 and it happens 1-2 times a day. Does anyone know of a fix for this issue?
07-31-2019 02:45 PM
@DY4 Welcome to HP Forums Community!
Let's start with performing a hard reset on the PC to release any excessive static/power that could have caused the issue.
- Turn off the computer.
- Disconnect all external connected peripheral devices such as USB storage devices, external displays, and printers.
- Unplug the AC adapter from the computer.
- Press and hold down the Power button for about 15 seconds to drain any residual electrical charge from the capacitors that protect the memory.
- Press the Power button to turn on the computer.
- If a startup menu opens, use the arrow keys to select Start Windows Normally, and then press the Enter key.
Second, you can check if there is Bios update available for your PC, here is the link to download.
Performing a test on the Hard drive as well as on the Memory from the Hardware diagnostics:
Hold the power button for at least five seconds to turn off the computer.
- Turn on the computer and immediately press Esc repeatedly, about once every second. When the menu appears, press the F2 key.
On the HP PC Hardware Diagnostics (UEFI) main menu, click System Tests.
Click Extensive Test.
Click Run once, or Loop until error.
While the test is running, the time remaining and test result for each component are shown on the screen. The test can take 2 or more hours to complete.
If the diagnostics are not available when using the F2 menu, run the HP PC Hardware Diagnostics from a USB drive. To download the latest version of the diagnostics, go to the HP Hardware Diagnostics website. For instructions, see Testing from an external USB device.
Depending on the test results, If the test passes then I would suggest you perform a complete system recovery.
Note: Recovery will wipe off everything from the computer. If you have anything important get in touch with some local stores to get your data backed up.
Click here to know: How to perform each step.
For more details, you can try these documents as well.
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
07-31-2019 04:15 PM
Nothing is working that you gave me. The problem is that I knew exactly when it started freezing and unresponsiveness. I rarely turned my Laptop off due to the 24/7 role I'm in. I have never had this problem since I purchased this Laptop in 2016, but on Oct 3rd, 2017 there was an auto-update to my Intel Management Engine Interface driver to version 22.214.171.1245 in the middle of the night. Ever since I've had this problem. I am not sure what version I had prior since I didn't even know this driver existed.
07-31-2019 04:54 PM
@DY4 I understand this could be frustrating but I'll need the results of the hardware test I had suggested earlier as that would help us determine the cause of the failure and we can work together towards resolving the issue, once and for all, that said, the Intel management engine interface driver is a part of the chipset on your device and we can work on fixing it, if need be, once we have the result of the test.
I am an HP Employee