UNRESPONSIVE; The screen just freezes randomly and I have to restart the device each time

[Bbadreldin]

I bought this laptop 8 months ago, and ever since I bought it the screen would just randomly freeze while I am using it. Nothing would make it work, unless I restart the device. I initially thought this was a software issue which will get fixed with updates. But it hasn't

I tried reaching out to HP support many times, they remotely accessed my device and did all their troubleshooting steps which did not identify a problem. Last step was they had me install the HP recovery tool and reformatted the whole device. After doing all this, the issue STILL persists and it keeps freezing randomly. This is a major issue as I have a remote online exam coming up in 3 weeks and my only device is this $2,000 laptop which I thought should be dependable! Please help with this issue as soon as possible

[Max3Aj]

@Bbadreldin, Welcome to HP Support Community. 

Thank you for posting your query, I will be glad to help you. 

It sounds like you're dealing with a frustrating issue where your HP Envy 17's screen freezes randomly, and the only solution is to restart the laptop. Since you've already ruled out software updates, let's explore some deeper troubleshooting steps that could help resolve the problem.

Troubleshooting Steps:

Update Drivers and BIOS

• Graphics Driver:
  • Open Device Manager (press Win + X and select Device Manager).
  • Expand Display Adapters and check for updates for your GPU drivers. You can also visit HP's support page for your model to download the latest drivers.
• Chipset Drivers:
  • Ensure that your chipset drivers are up to date, as these can also affect system stability. Check the HP website for the latest versions.
• BIOS Update:
  • Check if there’s a newer version of the BIOS available for your laptop on the HP support page. Updating the BIOS can sometimes resolve random freezing issues.

Check for Overheating

• Overheating can lead to system freezes. If it’s overheating, consider cleaning the fans or using a cooling pad.

Perform System File Check

• Run the System File Checker to check for corrupted files:
  • Open Command Prompt (Admin) and type: sfc /scannow.
  • Let it complete and follow any instructions provided.

Check Event Viewer for Errors

• After a freeze, check the Event Viewer for error messages:
  • Type Event Viewer in the Start menu and look under Windows Logs > System or Application for critical errors that might indicate what went wrong.

Disable Hardware Acceleration in Apps

• In applications like Chrome or Firefox, try disabling hardware acceleration to see if it helps with the freezing. Sometimes, hardware acceleration can conflict with drivers.

Check RAM and Disk

• RAM Issues: Run the Windows Memory Diagnostic to rule out memory problems.
• Hard Drive/SSD Check: Use the built-in CHKDSK tool to check for disk errors:
  • Open Command Prompt as Admin and type chkdsk /f to check for disk errors.

Test in Safe Mode

• Boot the laptop in Safe Mode to see if the issue persists. Safe Mode disables third-party software and drivers, helping to identify if the problem is software-related.

Consider a Clean Boot

• Perform a Clean Boot to eliminate any conflicting startup programs or services. This can help identify if a specific app or service is causing the freezes.

Check for Malware

• Run a full system scan with Windows Defender or a third-party antivirus program to rule out malware that could be causing the issue. 

If these steps don’t resolve the problem, there may be a hardware issue, such as faulty RAM or a defective motherboard, causing the freezes. We suggest you please visit the nearest HP authorized service center, the service team will check and assist you. 
Kindly follow this link to locate the nearest HP service center: HP® Service Center Locator - United States | HP® Support
(Select the country from the dropdown menu and enter the city name or pincode) 

I hope this helps. 

Take care and have a good day. 

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Select "Yes" on the bottom left to say “Thanks” for helping! 

Max3Aj

HP Support