CPU locks at 0.38 GHz

[Sana9]

As the title says, most likely you heard the same type of issue from a lot of people, my hp laptop is now a trash. I can't do anything, run the OS, even before the OS boots up the problem persists. The processor locks at 0.38 GHz.

HP Notebook 17-bs019dx,

Core i7 - 7th Generation,

8GB RAM, 1TB HDD.

Did all sorts of stuff. Updated BIOS. Reset OS. Tried on Windows 8, 8.1, 10 and almost all Linux distributions. Changed the battery, changed the charger. Asked for help from Intel and Microsoft, either they tell me update your BIOS or reset your operating system.

Even I started the laptop with empy drives, as soon as it turns on, the fan works abnormally as it does when the processor is stucked at 0.38 GHz.

I don't think anymore this is a software related issue, and I blame hp for this. What should I do with this laptop now? It's an expensive laptop in my country, not everyone can afford it. Even the locals can't fix it!

I will never ever buy hp products anymore, so frustrating.

[Dilip_18]

@Sana9

Welcome to the HP Support Community! I'd like to help!

I appreciate you bringing this to my attention so that we can address it immediately.

I understand the CPU locks at 0.38 GHz. I will do my best to provide you a prompt resolution.

Try changing the power mode to "Balanced" or "Better Performance" as the default setting.

Now go to "Control Panel\Hardware and Sound\Power Options" > "Change plan settings" > "Change advanced power settings"
Scroll down, click on "Dynamic Platform and Thermal Framework Setting" > "Config TDP Level",
Then select the middle value for both "On Battery" and "Plugged In".
Scroll further down. Select "Processor power management";
Then select "Maximum processor state";
Change the value from 100% to 96% for both "On Battery" and "Plugged In" options.

The last thing I can suggest trying to restore a computer back to the factory default, which will isolate whether it’s a software or hardware issue. 

The HP Cloud Recovery Tool allows you to download recovery software to a USB drive. You can use the downloaded recovery image file in order to install the Windows operating system. 

Click here for the HP Cloud Recovery Tool (Windows 10) link https://support.hp.com/in-en/document/c06162205

Hope this helps! Keep me posted. 

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.
Click on the YES button to reply that the response was helpful and/or to say “Thank You”.

Have a great day!

[Sana9 · Accepted solution]

Hello @Dilip_18, thank you for the reply.

I have done all of the above steps, but the problem persists.

After some research it seems that the problem is due to a false HOT flag (BD PROCHOT) to CPU to prevent damage from overheating, while my laptop is normal cold. This is confirmed by an app called ThrottleStop, which indicates that the false flag is triggered, and the problem is solved when I disable the CPU feature(BD PROCHOT) in that app.
While this workaround makes my laptop usable, I have a slow boot and I should do the tweak at every boot. I would like to know if HP is planning to resolve the issue by a firmware update or tell us how to disable BD PROCHOT sensor permanently.

Thanks.

[Dilip_18]

@Sana9

Thank you for responding, I appreciate your time and effort.

I will do my best to help you. You can check the steps for to disable BD PROCHOT sensor permanently.

1. Go to Windows to disable cpu throttling or (BD PROCHOT) permanently
2. Hold click windows button + r type this: gpedit.msc
3. Then click the (computer configuration)
4. Now click alternatives templates
5. Then click system
6. Now find or scroll down to find: power management
7. Click power throttling settings
8. Then click turn off power throttling
9. Click on at top left just in the left the circle near the words enable
10. Then click apply/ok

Hope this helps! Keep me posted. 

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.
Click on the YES button to reply that the response was helpful and/or to say “Thank You”.

Have a great day!

[Sana9]

@Dilip_18

Hello Dilip, thank you for your time.

I have done the above steps successfully, yet I need the use of ThrottleStop to stop the throttling, unfortunately.

I'm also in search of a permanent solution, I'll keep you updated.

Thanks once again.

[Dilip_18]

@Sana9

Thank you for posting back.

I appreciate your time and effort.

As we have limited support boundaries in the support community as of now. I would request you to contact our HP Support Engineers and should be able to sort this out if it is a hardware issue on the laptop. Hence I encourage you to contact HP support for warranty service options.

Please reach out to the HP Technical Support team in your region regarding the service/replacement options.

Follow the instructions below to reach them:  

1) Click on this link - https://support.hp.com/us-en/contact-hp 

2) Select your product type below.

3) Enter the serial of your device.  

4) Select the country from the drop-down.  

5) Select the chat or get phone number options based on your preferences.  

6) Fill the web form and proceed further.  

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.  

For any hardware issue or repair please click on the link Phone Assist Worldwide

Hope this helps! Keep me posted. 

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.
Click on the YES button to reply that the response was helpful and/or to say “Thank You”.

Have a great day!