Motherboard replaced 10/03 – still failing: freezes, CMOS 502, overheating (HP Envy 16)

[CrispHarbor]

Hi,

I’m having serious issues again with my HP ENVY 16 inch Laptop PC 16-h1000 (754F7AV), product number 8R7U0UA.

Around September 24, 2025, I submitted a warranty claim due to thermal throttling issues (case # edited). The laptop was repaired and shipped back to me on October 3, 2025 (Customer Service Order # BXFX3327-01). According to the repair report, the motherboard was replaced.

At first it seemed the overheating issue was better, but in mid-November (around the end of the second week), more serious problems started:

– Very strong freezes and stuttering under heavy load (games, music production apps, video editing software, etc.).
– Excessive overheating again, even during normal usage.
– CMOS checksum / 502 error messages on startup.
– In Event Viewer I see Kernel-Processor-Power, Event ID 37, saying the CPU speed is being limited by system firmware.

To rule out software issues I spent the last two weeks testing everything. I even did a full clean installation of Windows from scratch, deleting all partitions. Right now the system is completely clean (no HP drivers, no third-party software), and the behavior is still the same: overheating, freezing under load, and CMOS 502 errors. HP’s hardware diagnostics do not report any failing component, which makes me think the replacement motherboard or its firmware is faulty.

I know the standard warranty of the laptop has expired, but this motherboard replacement was done less than 90 days ago. As far as I understand, HP replacement parts are covered by a 90-day warranty.

Because of that, I am NOT asking for new out-of-warranty support – I am asking for help with a repair that seems to have failed, within the 90-day warranty of the replaced part.

Could an HP Support Agent please help me with:

1) Confirming that this can be treated as a follow-up to the September 24 / October 3 repair under the 90-day warranty for the replacement motherboard.
2) Confirming whether a new replacement of the board and the labor would be at no cost to me if the board is found defective.
3) Letting me know if there would be any diagnostic or shipping fees.

Right now I cannot reach normal support because the system only offers me paid options (SmartFriend, etc.) since the base warranty has expired. However, this is clearly related to the previous repair.

I can provide my full serial number and any other required personal information via private message to an HP Support Agent.

Thank you.

[Pallipurath]

Hi @CrispHarbor,

Welcome to the HP Support Community!  

  

We're here to help you tackle that hardware failure/malfunction! Don't worry, we've got your back!  

  

I’m really sorry you’re dealing with all of this again especially after already sending the laptop in and getting the motherboard replaced. 

It’s completely understandable to be frustrated when the same issues return, and you’ve already done a clean Windows install and extensive testing on your own.

To move this forward, could you please send me your case number and serial number in a private message so I can look into the previous repair details?

Also, just to make sure I understand your request correctly — are you looking specifically for:

• A follow-up repair under the 90-day replacement-part warranty?
  or
• Troubleshooting guidance to confirm whether the motherboard is indeed failing again?

Once I have those details, I can point you in the right direction.

To get you the best assistance, we need to take this conversation to a private chat. We're inviting you to a private message to protect your privacy and ensure that any sensitive information remains confidential.  

  

To access your private message, just click the little blue envelope icon on the upper right corner of your HP Community profile, next to your profile name. Alternatively, you can click on this link.  

You can use this link as well:  

Private Messages - HP Support Community 

We're looking forward to helping you resolve this issue!  

  

Stay tuned, and thanks for your patience!  

  

Best regards,

Pallipurath

[CrispHarbor]

Hi @Pallipurath,

Thank you for your reply.
I’ve just sent you a private message with my serial number and the previous case/order details.

To answer your question: I’m specifically looking for a follow-up repair under the 90-day replacement-part warranty for the motherboard that was replaced on October 3rd.
I’m happy to perform any additional troubleshooting if you need, I left the computer with only barely any drivers, so probably the only tests I can do would be the BIOS tests, but my main goal is to have this handled as a repair callback, not as new out-of-warranty support.

[Hawks_Eye]

@CrispHarbor 

My sincere apologies for the inconvenience caused to you. We'd hate for you to be stuck in a situation like this. Because you matter to us.

These requests are best addressed over the phone with our dedicated support team for your region. 

I'm sending you a private message to guide you on the next steps.

If this resolves your issue, kindly mark this post as "Accepted Solution" and click "Yes" if it was helpful.

Take care and have a great day!

Regards,

Hawks_Eye

[CrispHarbor]

Hi @Hawks_Eye,

Thanks for your reply. I’ve just sent you a private message with more details.
My main issue is that I’m currently outside the country and the support site only shows paid contact options because the base warranty has expired, even though the motherboard replacement is still within its 90-day warranty.
I really need this to be treated as a repair callback, not new out-of-warranty support.