Issues with new laptop (freezing or not booting)

[Ive_is_here]

Hello,

I just got a new notebook and during Windows 10 initial setup it froze multiple times: with just frozen screen, with black screen and with flickering lines at the top of the screen which looked like colored static noise on a TV. I had to start over the initial Win 10 setup at least 5 times because of this.

However, after it charged to about 40%, these freezes stopped to happen and the laptop worked normally, including in CPU tests and games.

Then the next day after I turned it on after about 24 hours of inactivity (but fully charged and plugged into a wall outlet) it showed a screen entirely filled with randomly flickering lines of colored noise and froze. After switching it off with the power button it started again and worked without any problems.

Is it a sign of hardware failure? Can anything be done about it or the laptop needs to be replaced?

Many thanks in advance for your answers.

[praveen196]

@Ive_is_here Welcome to HP Community!

I understand that you are facing issues with the laptop freezing.

Do not worry. I will try to fix the issue.

First, let's start by performing a hard reset on the PC to release any excessive static/power that could have caused the issue. 

  

Turn off the computer. 

Disconnect all external connected peripheral devices such as USB storage devices, external displays, and printers. 

Unplug the AC adapter from the computer. 

Press and hold down the Power button for about 15 seconds to drain any residual electrical charge from the capacitors that protect the memory. 

Press the Power button to turn on the computer. 

If a startup menu opens, use the arrow keys to select Start Windows Normally, and then press the Enter key. 

  

Second, you can check if there is Bios update available for your PC, here is the link to download. 

  

Performing a test on the Hard drive as well as on the Memory from the Hardware diagnostics:  
1) Shutdown the computer.  
2) Turn the computer back on again and repeatedly tap on the ESC until a Startup menu appears.  
3) Press F2 once for System Diagnostics.  
4) Go to Component test.  
5) Run extensive Memory and Hard Drive test.   

Depending on the test results, If the test passes then I would suggest you perform a complete system recovery.  

Note: Recovery will wipe off everything from the computer. If you have anything important get in touch with some local stores to get your data backed up. 

  

Click here to know: How to perform each step. 

  

For more details, you can try these documents as well. 

  

Computer Is Slow (Windows 10) 

Keep us posted,

If you would like to thank us for our efforts to help you, 

Give us a virtual high-five by clicking the 'Thumbs Up' icon below, followed by clicking on the "Accept as solution" on this post, 

Have a great day!

[Ive_is_here]

Thank you for your reply!

The problem was solved by updating the BIOS and calibrating the battery.

[praveen196]

@Ive_is_here

Thank you for the update.

In the future, If you have any concerns. Please get back to us. We will assist you.

Have a nice day!!

[Ive_is_here]

Unfortunately, updating BIOS only helped for a couple of days.

Then it stopped booting if it was turned off for a long time (several hours): after pressing the power button it was either a black screen or HP logo, but Windows did not boot. If powered off an on again after that, it would boot.

In addition to that, it started to randomly hang up during low intensity tasks such Web browsing: the screen either got frozen or went black with a few lines with random patterns blinking on the top of the screen.

I ran the system tests in the UEFI in the extensive mode, but they found nothing wrong.

If it does not get resolved in a couple of days, I will return it to the retailer.

[praveen196]

@Ive_is_here 

Thank you for the update.

In that case, please try to perform the system reset and check.

If the issue still persists, perform the system recovery.

Note: performing the recovery you will lose the personal data and installed application.

Have a nice day!!

[Ive_is_here]

I did a system reset and now it is giving me BSOD on the first boot attempt and a black screen on the second. 

Only on the third attempt Windows loads normally.

It looks like the laptop is not working normally when it was switched off for few hours and only starts working after it warms up a little bit.

[praveen196]

@Ive_is_here

Thank you for the update.

In that case, I would suggest you have to perform the system recovery.

Note: Performing the system recovery you will lose the personal data and installed application.

Please take the backup before performing the system recovery.

Have a nice day!!

[Ive_is_here]

I have already done that with the same result: laptop is not booting with a BSOD or black screen after it was switched off for a few hours.

It is clearly a hardware failure.

[praveen196]

@Ive_is_here

Have you performed the system test?

Please perform the below steps on the computer to run a System Test

- Shut down/Turn off the computer

- Once the computer is completely Shut down/Turned off

- Now press the power button once to turn on the computer and immediately start pressing/tapping the F2 key on the keyboard

- This should open the UEFI Diagnostic screen on the computer

- Please select System Test and then select Quick Test

Have a nice day!!