CPU FREEZE AT 0.19GHz while plugged in

[Mico_]

my laptop cpu freeze at 0.19ghz while plugged in (it always happening when I plugged in the laptop), when I plugged out it backs to normal (but it turns back to slow the performance/cpu freeze when I plugged in). This is a brandnew laptop, I already contact a agent dupport but can't give me a solid solution for this. please help me

[Irfan_06]

Hi @Mico_,

Welcome to the HP Support Community.

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

I see that you are facing an issue with performance on your Laptop.

Follow the below steps to fix the issue.

A) Perform a power drain on your PC.

1) Unplug the power cord from the PC & wall.

2) Disconnect the power cable from the AC adapter if it is a detachable part and keep it aside.

3) Press and hold the power button down for 15 seconds and release the power button, wait for about 30 seconds.

4) Plug the power cord back into the AC adapter, then connect it to the wall and to the charging port on your PC.

5) Power on the PC.

B) Update the BIOS for your PC by clicking on the link.

Make sure you keep only the charger plugged in while updating the BIOS for your PC.

Click on the + sign next to BIOS and then download the file.

Open the file and follow the on-screen instructions to complete the update.

C) Install all the pending updates for the Windows operating system following the below steps.

go to Start > Settings > Update & Security > Windows Update and select Check for updates. If the upgrade is available for your device and you want to proceed, download and install it.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

I hope this helps.

Take care and have a great day ahead!

Irwin6

HP Support

[Mico_]

I already did all what you said but it didn't work, my BIOS already updated, the power drain but nothing happens. My laptop is newly bought pls help me 😞

[Irfan_06]

Hi @Mico_,

I am sorry to hear that the above steps did not help much but i do appreciate your efforts in performing the troubleshooting steps.

Please follow the steps below to perform an extensive system test to confirm if the hardware is working fine.

1) Shut down the computer.

2) Turn the computer back on again and repeatedly tap on the ESC until a Startup menu appears.  

3) Press F2 once.  

4) Go to the system test > extensive test

If the hardware is working fine. Kindly refer to the steps on this link to perform a recovery and let me know if that resolves the issue. (Take a backup of the data before performing a recovery)

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

I hope this helps.

Take care and have a great day ahead!

Irwin6

HP Support

[Mico_]

I already did that, but nothing happens to fix the issue

[TzortzisG]

Hello Mico_

Your brand new 14-d5000 laptop is exhibiting signs of a motherboard component-level malfunction. This is usually caused by a stuck sensor, so every time you plug it in, it throttles the CPU to the minimum possible frequency. For 12th gen and up CPUs there is no fix. SInce this is a brand new machine and you have an active warranty you need to take it in to an HP Authorized Service Center in your area. 9.5 times out of 10 the motherboard is replaced.....

[Mico_]

I already contact a HP agent, He said that an engineer will come to my address because our house is far from the HP center. I wish to be fix my issue.