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ggame233
Level 3
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My laptop freezes

HP Envy 15 j101ex
Microsoft Windows 10 (64-bit)

Hello,

My laptop freezes couple of seconds after the boot logo appears. I tried booting from the USB (windows and linux), but it froze again just after boot screen. Reseting the RAM didn't help and the extensive system check says everything is fine.

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HP Support Agent
HP Support Agent
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Message 2 of 2
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My laptop freezes

@ggame233 Welcome to HP Community!

here's what I recommend you do:

First, let's start with performing a hard reset on the PC to release any excessive static/power that could have caused the issue. 

  1. Turn off the computer. 
  2. Disconnect all external connected peripheral devices such as USB storage devices, external displays, and printers. 
  3. Unplug the AC adapter from the computer. 
  4. Press and hold down the Power button for about 15 seconds to drain any residual electrical charge from the capacitors that protect the memory. 
  5. Press the Power button to turn on the computer. 
  6. 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:  

  1. Hold the power button for at least five seconds to turn off the computer.

  2. Turn on the computer and immediately press Esc repeatedly, about once every second. When the menu appears, press the F2 key.
  3. On the HP PC Hardware Diagnostics (UEFI) main menu, click System Tests.

  4. Click Extensive Test.

  5. 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.

   NOTE:

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. 

 

Keep me posted,

If the information I've provided was helpful, 

give us some reinforcement by clicking the solution and kudos buttons, 

that'll help us and others see that we've got the answers!

Good Luck.

Riddle_Decipher
I am an HP Employee

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