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Message 1 of 2
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Random total freeze of Envy360 win10. Done every test and reset

HP Recommended
ENVY 360
Microsoft Windows 10 (64-bit)


I hope someone can help.


I have an HP Envy 15 360 laptop running windows 10.  Intel i5-4210U 1.7Ghz

It is randomly freezing.  Total unresponsive lockup.  Screen remains on.

I did have a 100% HD running issue alongside this but doing a windows RESET seems to have sorted this problem.  It also seems to have solved random loss of wifi (which always needed a restart to fix).


I've run the extensive diagnostics from boot screen on a loop screen for 6 cycles without fault. But of course these tests won't detect an intermittent hardware fault.


I've done a full virus scan too.


I am well experienced in computers/electronics to discrete level - over 40 years of usage/repairs/upgrades etc

I am stumped.  I usually have a feeling if something is hardware or software but no means to gather more info.


Could anyone recommend a background application that could capture more data at the point of freeze?


I am wondering if it is worth dismantling and reseating connections/memory etc as well as a fan clean.

I haven't done a temperature test but this freeze can happen soon after start or an hour later etc etc.


I feel it occurs more with Edge running websites with more data interaction that static ones but this is just a hunch.


Any assistance I would be most grateful - beginning to wish motherboard would just go up in smoke but I hate to throw away a device that is all I need when it works.


Thanks Richard


HP Support Agent
HP Support Agent
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Message 2 of 2
Flag Post
HP Recommended

Hi @Richard1900, Welcome to the HP Support Community.  


Apologies for all the inconvenience


Don't worry as I'll be glad to help, 


I appreciate your efforts to try and resolve the issue, and in order to fix this issue,  your computer needs to be serviced.  As we have limited support boundaries in the support community as of now,


As this is a hardware issue, I'd suggest youContact HPin your region regarding the service options for your computer. 


If you are having trouble navigating through the above options, it's most likely because the device is out of warranty. If yes? please send me a private message with the region you are contacting us from. Check next to your profile Name, you should see a little blue envelope, please click on it.   


Have a great day!  


Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution. 

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