Laptop freezing frequently with audio stutter/loop

[Dotflyer]

Hello, my HP Pavilion 15-au018wm performs superb but started crashing (full freeze with audio loop when previously playing sounds) around 3-4 times per week with regular use (8h-10h per day, some gaming on the weekend), I logged the temperature sensors and all seems fine with no signs of overheat before crashing, it's just random and don’t look related to load.

I ran the Extensive System Tests and no problem was detected, I use Win10-64x and always keep it defragmented, without bloatware and with all the drivers updated, so I don't think it may be related to software, there is no error messages and the windows event log doesn't show any problem previous to the crash. I also ran the System file check and everything is fine.

The laptop always had some coil whine near the charger input when charging and under load, it may seem far fetched but could it be some AC ripple getting into the laptop and causing havoc? Sadly I don't have an oscilloscope to verify it.

I bought it in January before returning to Brazil, since the Global warranty doesn't apply to hardware failure (that's right?) I would like to exhaust the possibilities before sending it back to the USA.

[DavidSMP]

Hi @Dotflyer,

Thanks for visiting the HP community. 🙂 A very good day to you! :)I read the post regarding audio issues with the computer. I will be delighted to assist you here. 🙂

You’ve done an excellent job on diagnosing the issue from your end. Superb effort and spectacular troubleshooting. :)Kudos to you on that score. :)We greatly value your relationship with HP.  

You are a valued HP customer and we appreciate you greatly for doing business with HP. I take it as a privilege to share this platform with you. 🙂

For better clarity and to assist you better, I would require more information regarding this:

• Did this happen after a software or windows update?
• Did you try a different headset to isolate the issue further?

For starters, please try these steps and check if it resolves the issue.

Please try with a different headset first. If it works, then the speaker could be faulty. If that does not work try the steps mentioned below.

Right click on the “Volume icon” on the bottom right corner.

b) Select “Recording devices”.

c) Under the “Recording” tab right click on the white empty space and check the box that says, “Show disabled devices” and “Show disconnected devices”.

d) Right click on “Stereo Mix” and “Enable” this device.

e) Highlight “Stereo Mix”, click on “Properties” and go to the “Listen” tab.

f) Check the box "Listen to this device", also change the drop-down box below "Playback through this device" to be your second audio device.

g) To verify that you've done this correctly, go back to the sound dialog tab “Playback”, you should now see both of your audio devices showing the little green graphs moving.

If this does not fix it, please perform a system restore to an earlier time before the issue occurred from this link: http://support.hp.com/us-en/document/c03327545

Please select the option “Restore your computer when Windows starts normally”. Then follow the on-screen instructions and check again.

If it still does not work, please go to device manager and uninstall the audio drivers. Steps:

• Right-Click on start button> click device manager> expand sound video and game controllers>then select the sound drivers and right-click on it and uninstall the audio drivers. Then check the box delete the software for this device.
• Then restart the computer and update the bios, chipset and audio drivers from this link: http://hp.com/drivers and follow the on-screen instructions.
• Then check if the situation has been corrected.

Please keep me posted. I will keep a watch for your reply. 🙂

Hope this helps. Let me know how this goes. I hope the issue gets resolved without hassles and the unit works great. I'm always there to assist you. Please reach out anytime. 🙂

To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help.

If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles.

Take care now and have a splendid week ahead. 🙂

[Dotflyer]

Thanks for your response, @DavidSMP

I think I wasn’t very clear... The audio performs fine with the audio loop *only* happening when an audio was being played before the random full freeze of the system (including unresponsive cursor) and requiring a hard restart.

Sometimes there is no audio loop as there was no audio being played before the freezing. This symptom is just a side effect of the more serious problem of the freezing.

• Did this happen after a software or windows update?

No, it basically happened the entire time I had the laptop.

• Did you try a different headset to isolate the issue further?

As I said, the audio loop is only a symptom of a complete freeze that requires a hard reset.

An example:

• I’m using the laptop as usual, doing some spreadsheets while listening to music.
• Suddenly, everything freezes with the mouse becoming unresponsive and the music stuttering like a buzzing sound.
• After some time, I press the power button for 5 seconds as this is the only possible input working.

If I’m not listening to music the same freeze may happen but without the buzzing sound, the problem is the freezing.

This video I found on YouTube shows an example of what’s happening:

https://www.youtube.com/watch?v=-OvtTcK2YtE
(This video isn’t mine.)

Edit:

While writing this post, I plugged the power cord and after about 3 minutes it froze again. I’m starting to notice a pattern involving the power supply, it looks like a faulty motherboard and it’s getting more and more frequent.

I may try waiting about half an hour the next time a freeze happens to see if it shows a BSOD after some time.

[DavidSMP]

Hi @Dotflyer,

I reviewed the post comprehensively. Thanks for the update and the quick response. You've done great. Kudos to you on that score. 🙂 For random freezing issues, please perform these steps.

Please update the bios and chipset drivers from this link: https://support.hp.com/us-en/drivers/selfservice/hp-pavilion-15-au000-notebook-pc-series-touch/10862... Please ensure to select the correct operating system and proceed from there.

Then please please follow all the steps from this link:http://h30434.www3.hp.com/t5/Notebook-Software-and-How-To-Questions/My-Computer-is-running-slow/td-p...and this should do the trick for you.

Later check task manager from this: http://support.hp.com/us-en/document/c03671001 and follow all the prescribed steps. This should do the trick for you. Please do this when the system freezes the next time. That will give us an idea as to what software or program is causing the computer to freeze.

Please keep me posted. I will keep a watch for your response.

Hope this helps.  Let me know how this goes. I genuinely hope the issue gets resolved without hassles and the unit works great. 🙂  Please reach out for any issues and I'll be there to assist you. 🙂

To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help.

 If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles. 🙂

Take care now and have a splendid week ahead. 🙂

[Dotflyer]

Hi @DavidSMP,

There is no way to open the task manager because the entire laptop becomes unresponsive, including the keyboard, I tried it today (the freezes are occurring daily now).

I’ve already installed the latest drivers, but just to be sure I reinstalled them and updated the BIOS, no success, it’s still freezing randomly.

Also, I did the steps from the "My computer is running slow" link before the last freeze, no improvements.

I’m thinking about formatting the system by the end of this month, maybe even try Ubuntu for some time just to see if it’s a Windows related problem.

Edit:

It just happened again in less than 1 hour. I may format it next weekend.

[DavidSMP]

Hi @Dotflyer,

I reviewed the post thoroughly. I understand that you've done everything and the system still freezes. You've done a commendable job of troubleshooting and hats off to a job done brilliantly. 🙂 Please backup all your files and reformat the computer and reinstall the operating system to factory settings. That should do the trick for you.

After that before browsing the internet, please ensure to install a good security package that includes a firewall, antivirus, antispyware and antimalware package. Make sure the virus definitions are up to date. This should do the trick for you,

You've been simply fabulous to work with, considering your technical expertise and exhaustive technical skills. 🙂  It has been an absolute privilege to share this platform with you. 🙂 Trust me, I've done all I can to assist you, by keeping your best interest in mind. 

I honestly hope the computer works great and stays healthy for a long time to come. 🙂

To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help.

If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles. 🙂

You take care, stay healthy, keep smiling big and do have a blessed year ahead. 🙂