New laptop freezes during videos or on the internet

[IT_WinSec]

Hi,

Based on the logs, the computer has crashes/froze about 3 times in the past ~week.

The logs were in TXT format but I still managed to look at them. Personally, I couldn't see anything specific around the time  when the issue happened. I could see the events where Windows noticed you press the power button to shut it down but nothing happened (or is listed) before the event happens.

I noticed from the logs that your PC is usually going to Sleep (stand-by) mode instead of being shutdown/restarted.

1. Can you have a look at the official HP articles about such issues:

Win 10 and 8 >> https://support.hp.com/rs-en/document/c03408309

Win 7 >> https://support.hp.com/rs-en/document/c01896793

Follow the steps one by one to troubleshoot and attempt fixing

1.1 Pay special attention to BIOS update, drivers update using HP Support Assistant

Ensure all your programs you have on your PC are updated and runnling latest version.

2. Check for malware running on your PC . Use the free utilities and scanners from :

>> ESET >> https://www.eset.com/int/home/online-scanner/

>> Malwarebytes Anti-Malware >> https://www.eset.com/int/home/online-scanner/

After scanning for and removal of any threats, you may uninstall the programs

Let me know if they find something and what they removed (if any)

Please, provide details and update on how it goes after that.

Hope it helps.

[dk2017]

Thanks for reviewing the logs. I followed the steps.

1. I followed the troubleshooting and updated the BIOS again. Although I had updated the BIOS before, I was in doubt if I had done it the right way. Anyway, so I updated it again. 

The newest update is called F.44 Rev.A with date of May 5, 2017. However even after the update, the version on my laptop shows as F44 dated April 7, 2017. I don't know if this is ok or not. This is what happened last time I updated the BIOS as well, so there is no change really.

2. I ran ESET malware scanner. It came out clear. No threats detected.

3. In the meantime, Windows Creaters Update also got installed today on my laptop. 

So on Windows side as well, my laptop is up to date.

4. I don't kow if my computer goes to sleep when I press shut down. When I switch it on after a shut down, the HP screen does show before the lock screen so I am assuiming it does shut down. Although the boot up time is very fast because it has SSD drive.

I have uploaded the evtx format of logs as well if that's more convenient: https://1drv.ms/f/s!Aj241Kdm0bnaqOtRBqEtQJgqZ892bw

Please let me know if you can see anything that can be fixed. I am also testing the video calls every day and will let you know if the crash happens again.

Thank you very much.

[IT_WinSec]

Hi @dk2017

Thank you for your reply. You are most welcome.

I am sorry that my reply took so long - I did not forget you - it just took me more time and was a bit busy.

I did look every single line from your initial txt logs and also from the latest ones.

Latest ones are from yesterday only - the previous ones include a lot more data but are readable.

I could not see anything specific that can pinpoint me to specific reason for your issue. A hint, thought points me to Skype.

Let me explain. On May, 29th, system crashed around 3:50 PM and you restarted it about 10 minutes later at about 4:02 - 03 PM. Skype update has been performed several times during the past month and one Skype update service has been around the time (some minutes before the issue started). It might be related but not directly.

Can you try to scan your hardware for problems following the F2 procedure. Here is how >> https://www.youtube.com/watch?v=6JXUp43ahHA

Perform fast or quick check

Additionally, perform Component test and check all major components such as Graphics card, network adapters, etc.

Let me know if any issues are reported/detected. This is done to completely rule out hardware problems, although no such are expected based on the information so far.

Hopefully, after performing all the steps in the HP article, after updating all the stuff, this will not happen again. If it continues you can do the following:

- uninstall Skype, restart the PC and attempt to install it again

- try to see if Microsoft Support may provide some help and tips about the Windows freeze

- if the freezing bothers you much and if the hardware tests pass, you may consider Windows reinstallation.

Hope this works. Let me know how it goes.

[dk2017]

Hello, thanks for the reply.

You are right about Skype - the video calls on Skype randomly freeze my laptop. I have uninstalled and reinstalled Skype but that did not solve the problem

I ran the hardware and component tests. They all passed.

But something weird happened when I ran the Network test. I got this message 'UEFI networking does not appear to be supported or enabled on the system. Please check the BIOS settings to make sure UEFI network option ROMs are enabled and that UEFI network boot is enabled'

I have no idea what it means. But I tried changing the BIOS settings. I might have clicked on restore to factory default. And then I 'enabled' the Network option I saw there. Afterwards when I tried opening the hardware diagnostics tool, a very strange thing happened - it opened on a black screen with a very old version (1. something). I don't know what I have done. I went back to BIOS and changed the 'enabled' to disabled again. But still the Diagnistics is old version only. I also installed thelatest version from HP site ut it still shows some old version on the black screen. I dont know how to fix this?

And does this mean anything related to my issue?

Thanks again for your help. I am really worried now.

[dk2017]

Now I am also getting this message every time my laptop starts 'To skip disc checking press any key within 8 seconds' 

How do I get rid of this? 😞

[IT_WinSec]

---

@dk2017 wrote:

Hello, thanks for the reply.

You are right about Skype - the video calls on Skype randomly freeze my laptop. I have uninstalled and reinstalled Skype but that did not solve the problem

---

You are welcome !

With regards to Skype - how about uninstalling it completely from your PC.

After uninstalling it, as a workaround try to use the web version of Skype from https://web.skype.com

Skype chat will work out of the browser.

For video or audio calls, a web plugin will be needed >> https://support.skype.com/en/faq/FA12316/what-is-the-skype-web-plugin-and-how-do-i-install-it

The plugin is basically a different version of Skype. Try it and report back if any difference.

[IT_WinSec]

---

@dk2017 wrote:

But I tried changing the BIOS settings. I might have clicked on restore to factory default. And then I 'enabled' the Network option I saw there. Afterwards when I tried opening the hardware diagnostics tool, a very strange thing happened - it opened on a black screen with a very old version (1. something). I don't know what I have done. I went back to BIOS and changed the 'enabled' to disabled again. But still the Diagnistics is old version only. I also installed thelatest version from HP site ut it still shows some old version on the black screen. I dont know how to fix this?

And does this mean anything related to my issue?

---

Hello,

This is the basic HDD and RAM testing component found in the BIOS.

Your computer has newer version UEFI which supports some additional options.

If the partition with the testing options has been deleted or is inaccessible or if you changed some settings, this may results in the "black screen" with basic testings appear.

Try setting the BIOS to default settings. Ensure Secure Boot is enabled and Legacy mode is disabled

While back in Windows, try reinstalling the hardware diagnostics component , not the BIOS itself. Here is the latest version

>> http://www8.hp.com/us/en/campaigns/hpsupportassistant/pc-diags.html?jumpid=va_r602_us/en/any/pps/pl_...

or

>> http://ftp.hp.com/pub/softpaq/sp78501-79000/sp78614.exe

[IT_WinSec]

---

@dk2017 wrote:

Now I am also getting this message every time my laptop starts 'To skip disc checking press any key within 8 seconds' 

How do I get rid of this? 😞

---

Don't worry about it. It appears because Windows might got confused about BIOS settings, incorrect shutdown, etc.

Just restore the BIOS settings and if the check appears again, let it run once, let it complete and it should fade away after that.

[dk2017]

Hi - I don't know if you saw the rest of my message.

Copy pasting again

I ran the hardware and component tests. They all passed.

But something weird happened when I ran the Network test. I got this message 'UEFI networking does not appear to be supported or enabled on the system. Please check the BIOS settings to make sure UEFI network option ROMs are enabled and that UEFI network boot is enabled'

I have no idea what it means. But I tried changing the BIOS settings. I might have clicked on restore to factory default. And then I 'enabled' the Network option I saw there. Afterwards when I tried opening the hardware diagnostics tool, a very strange thing happened - it opened on a black screen with a very old version (1. something). I don't know what I have done. I went back to BIOS and changed the 'enabled' to disabled again. But still the Diagnistics is old version only. I also installed thelatest version from HP site ut it still shows some old version on the black screen. I dont know how to fix this?

And does this mean anything related to my issue?

I am also getting a message ' To skip disk checking, press any key within 8 seconds' every time I sam staring the laptop now. 

Please help, I don't what to do. I  am not so worried about Skype now as I think I will just stick to web version like you advised.

[dk2017]

Got all your messages. I will try these and post again. 

Thanks a lot