12-14-2018 10:30 AM - edited 12-14-2018 10:58 AM
I have had this HP ENVY x360 Convertible 15-bq1xx laptop since June and it always crashed once a day, usually after 10-15 minutes of using it. It was never a huge issue because it crashed only once a day and then was ok until the next day. Weird I know but it was just an inconvenience. I had all drivers up-to-date and everything and I just assumed it was the AMD card being just subpar.
Today, I was overjoyed to see the HP assistant tell me there was a BIOS update to version F.19 which was dealing with stability issue. I was excited to finally get rid of my once-a-day crash.
The once-a-day crash is now a every-5-minutes crash. If I try to play a video on youtube, it crashes. Or instead of crashing, it will slow down to a crawl, mouse will be unbearably laggy (with a mix of freeze thrown in there as well) and a windows notification will repeatadly pop-up saying Chrome.exe was blocked from accessing the graphics hardware. The message would dissapear and immediately pop back up until the sweet relief of the laptop crashing a minute or 2 later.
The incovenience I had before where the laptop crashed once but was still perfectly able to use for videos, software usage, programming via Visual Studio etc. has now made way to the horror of having a 6-months old laptop that is completely unusable.
I did a BIOS rollback using Win+B on startup but the rollback failed. The cmd command "wmic bios get smbiosbiosversion" shows it is still on F.19. And laptop is still crashing repeatedly.
I tried going back in time to a restore point to discover that my Windows 10, because it was upgraded more than 10 days ago (September if I remember correctly) cannot be sent back to a previous restore point. Kill me!
I need this fix yesterday. I am going on a trip to a different continent in 5 working days and this laptop MUST be fixed by then or the trip will because pointless.
I tried calling your phone support but apparently it closes at 6pm on a Friday and it was 5pm when I tried calling and the phone lines were already closed.
I need help in the worst way imagineable.
UPDATE: And yes, the laptop crashed 30 seconds after posting this. Apparently, even that was too much for it.
Solved! Go to Solution.
12-14-2018 01:22 PM - edited 12-14-2018 01:23 PM
This is a Community Forum and the best we can do here is to offer suggestions for self-help. We can also send up a flag to the HP Moderators to see if they can intervene but with 5 days somehow if this is to be fixed it will have to be done remotely. I know whomever may try to support you it will be necessary to rule out a hardware issue so you should boot to the diagnostic app and run a full hardware test particularly on the memory and hard drive to rule out any issue with them and isolate it to the BIOS. If the problem got worse after the BIOS upgrade it is natural to blame it and you may be right to do so, but just because something happens after something else does not mean the earlier thing necessarily caused the latter.
Diagnostics is accessed by tapping esc then F2 as you power up.
12-14-2018 01:37 PM
I have brought your issue to the attention of an appropriate team within HP. They will likely request information from you in order to look up your case details or product serial number. Please look for a private message from an identified HP contact. Additionally, keep in mind not to publicly post personal information (serial numbers and case details).
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12-14-2018 02:30 PM
I posted two post about my issue and no one asnwer!!!!!!! you guys need to check your customers. I have same issue with SSD it slow and pcie 3 x4 changed to 1 x4 with bios update. Please need to roll back the bios as it always fail.
12-14-2018 03:05 PM
Thanks Huffer. Yeah I've been doing all that for the last 5 hours. I ran 2 extended system tests. Tried to rollback the BIOS using Win+B at startup and I have just finished resetting the PC. BIOS F.19 is still here and the issue is still the same.
I have uninstalled a lot of stuff that could have been an issue. Made sure Chrome is at the latest version, also checked flash was at the latest version. I have done everything I could think about to see if it was something else than the BIOS.
Seems like since the phone support is only during weekdays, I am all out of luck until monday.
12-15-2018 07:51 AM
Me and my brother both have the same device and are experiencing the same issue after the new BIOs update, kind of reassuring to know we're not the only ones however its become extremely frustrating and has practically rendered the laptops useless. Unable to contact customer support till monday, if you get any info or updates on how to solve this before then it would be very much appreciated.
12-15-2018 08:54 AM
I've had my Envy for 30 days. I've been pleased with it until the other day when the F.19 BIOS update crippled it. The F.19 BIOS UPDATE IS VERY BAD FOR SOME OF US, but if your crashes are mostly happening within a browser, then here's a workaround-fix which might buy you some time and stability until HP can issue a proper solution: Disable hardware acceleration within your browser. For Chrome, quickly go to settings, type "acceleration" in the search box, then click on the slider to disable. Relaunch Chrome and see if that helps. I'm typing this response on my machine which is just like yours now that I've done that. You have to do it quickly the first time or, as you know, you'll have another crash. (Also... don't forget to turn on your hardware acceleration someday when HP fixes the problem.)
I'll add that there is a growing chorus of distressed Envy users speaking up. My HP Support Assistant software also recommended the F.19 BIOS update and I dutifully installed it. Unfortunately, upon the first restart I was immediately greeted with a) the need to reset my Windows pin and b) severe instability like yours. Since the F.19 update my Envy has now exhibited everything from scary white-screen-or-garbled-screen-lockups to random restarts, boots, inability to watch YouTube videos, Windows error messages, etc.
It's unfortunate that HP released this BIOS update without providing a rollback option.
We should all expect HP to make this right.
12-15-2018 12:30 PM
Thanks. Removing the hardware acceleration in Chrome definitely helped. To be clear, I used Chrome as an example. The laptop freezes and crashes using pretty much anything. A video, it crashes; a word doc, it crashes, I sneeze, it crashes... you get the idea, Obviously, it is still random as to when it crashes within teh process but it does invariably crash in teh end.
I will be calling HP support (how in the world is there not a 24/7 option?!) on monday and I will post the result here.