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‎08-22-2026 11:09 AM

HP Recommended
Product: OMEN 16 inch Gaming Laptop PC 16-ap0000 (A6SL2AV)
Operating System: Microsoft Windows 11

Hello, I have an HP Omen 16 ap0023nt laptop. There were no issues when I first started using it, but over time, the screen began freezing completely whenever I used the AMD Radeon 860M graphics card in Hybrid mode, forcing me to shut the device down using the power button. Consequently, I changed the MUX switch setting in the BIOS to "discrete" and switched to using only the RTX 5060. There are no pending driver or BIOS updates in Windows Update or the HP Support Assistant app. I would like to resolve this issue; could you please help?

 

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6 REPLIES 6

‎08-23-2026 01:39 AM

HP Recommended

Do this:

- Press Win + R, type services.msc, Enter.
- Find HP One Agent Service, right-click > Properties.
- Set Startup type to Disabled; click Stop if running > apply and OK.
- Close window, restart laptop.
- Test it.

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‎08-23-2026 08:21 AM

HP Recommended

I'll try this, but I'd also like to know  should I update my BIOS to the latest version (I'm currently on F.11), and is there a specific AMD driver version you'd recommend given the hybrid graphics freezing issue?

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‎08-23-2026 08:33 AM

HP Recommended

You can update bios to latest version if issue remains after applying the setting I told you above. As for amd driver, all are likely same same, if you want to try best stable driver then it should be listed on the driver page of your laptop (AMD VGA).

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‎08-23-2026 08:38 AM

HP Recommended

I checked services.msc but couldn't find a service named 'HP One Agent Service' on my system. Could you clarify the exact service name, or should I look for something else?

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‎08-23-2026 08:48 AM

HP Recommended

If you didn't find there, then it's not available. Tell about freezing does it happens after fix time like very 30sec, etc. f

From when did this issue started. What are your specs?

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‎08-23-2026 09:03 AM

HP Recommended

Thanks for checking. The freezing happens randomly during regular daily use, and often right after I first turn on/boot the PC. It's not tied to any specific action like gaming — just normal usage. It's been happening since I got the laptop.
My specs:
- Model: HP Omen 16-ap0023nt
- CPU: AMD Ryzen AI 7 350
- iGPU: AMD Radeon 860M
- dGPU: NVIDIA RTX 5060
- RAM: 32GB
- BIOS: currently F.11 (haven't updated to F.13 yet)
- OS: Windows 11 Pro
Currently using Discrete-Only mode (dGPU only) as a workaround, which resolves the freezing completely.

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