My computer keeps freezing

[Gato007]

Hello. I have had a problem with my computer for a long time and I still haven't been able to solve it. The problem is this: my computer sometimes crashes randomly (that is, this can happen either once a day or 10 times a day). I've already been able to see some things when this happens, for example, sometimes my computer becomes quite slow, I can open the task manager and see that SysInfoCap is taking up 100% of memory and the computer freezes and if left frozen for some Time it goes to blue screen with the error: MACHINE_CHECK_EXCEPTION. Other times, it happens spontaneously, where System occupies 100% of the disk and then the screen goes off. blue too, and then restarts and the error appears: Boot Device not Found Hard Disk - (3F0), which I resolve by holding the on/off button for a few seconds and turning it on again. I also noticed that on both occasions the light on the side of my notebook stops blinking, which I don't know what it is, but it appears to be related to the hard drive, as there is an image next to it of 3 disks compiled one on top of the other. It has happened to me that other error messages appear such as "The CMOS Checksum is invalid" and "Battery Counterfeit Check Error", but these rarely appear and I also believe it is another problem but not the main one. I have already carried out several diagnostics in "HP PC Hardware Diagnostic Windows" and "UEFI (I think that's how it is spelled)" but all of them did not detect any problem. I've also looked for corrupted files with the sfc /scannow command but nothing. I would be grateful if you could help me resolve this problem which has been going on for a long time and I am available to provide further information if necessary. I thought of installing new drivers, however my windows 11 version is 23h2, and when I go to install new drivers in the hp Software and Drivers, only versions 22h2 and 21h2 show up. Is it safe to install any of these? (It also shows up just widnows 11 but I dont know if its safe to install).SysInfoCap using almost all memory

[BeemerBiker]

1 - run the most recent UEFI diagnostics

HP releases newer UEFI diagnostics periodically.
When you select F2 during boot you are requesting UEFI diagnostics.
There is an updated diagnostics package here
https://support.hp.com/us-en/help/hp-pc-hardware-diagnostics
Look for the phrase 'issues outside the OS',
Expand the'+'symbol and click the DOWNLOAD button.
The version of the UEFI diagnostics is shown at the left of that DOWNLOAD button.
When you press F2 to run diagnostics please ensure the version is the new one.

2 - See if there is an update to your NVMe drive

Find out the model first.  Usually samsung or western digital

Using the windows command prompt, please run the following command and report back what it reveals if you want help.

wmic diskdrive get model, size, mediaType, status

for example

If you have powershell then run it from the administrators command prompt to get better information:

 powershell Get-PhysicalDisk 

Then try a firmware update

Samsung SSD firmware update

Western Digital SSD or NVMe firmware updates

some known W.D.  firmware for HP:
HPS4,HPSR5,HPS2

[Gato007]

Thank you for answering. I downloaded the most recent UEFI diagnostics and found out my battery needs a callibration. Might that be the problem? It says that it would take several hours to callibrate, so I will only callibrate it if its necessary or is the solution to my problem. Do you recommend me to do it?

[BeemerBiker]

I hate to say it but that is really suspicious.  IMHO a dead battery could cause those problems, but not a battery that is charged but has not been calibrated.

Get a battery report and see if it is genuine or not

Please run the battery report and post the summery if you want
you run the battery report by bringing up the administrator command window and running

powercfg/batteryreport

as shown below


After entering that explorer line you should see something like the following. You will have to click on it as it is long
http://stateson.net/docs/SP4_battery-report.html
You can use the WindowsKey + shift + S to copy and paste a small image if you want.
Battery should last about 5 years but less for gaming systems.

the battery calibration info is here

Make sure you have the latest BIOS, F.33, and be sure to do a windows 11 update.

Check with latest HP Support assistant to see if a BIOS update is needed.

[Gato007]

Thank you again for helping me solving my problem. I ran the commands as you told me to and I've got this battery report. I'm not sure if this is the image you want, but there you go. If this isn't what you wanted, please tell me what you want to see. What should be my next step? Will the calibration be necessary? Also, I went to HP Support Assistant and it shows that it does indeed need a calibration.Calibração necessária = Necessary Callibration

[BeemerBiker]

Is is unusual that the battery has no serial number.   I actually have never seen a battery that is identify as "HP"

HP buys batteries from Lithium Battery manufacturers and they are built to HP spec.  The manufacturing company has a code and that code is never "HP"

Yes, a calibration is needed.  You have "run it down" 191 times so you probably need a calibration.

A battery usage graph can tell you if the battery is discharging when it is turned off

[Gato007]

Alright, thank you. Probably tomorrow or wednesday I'll be doing the calibration, thank you for your help again. I actually remember sometimes getting an error about "Battery Counterfeit Check Error" but I never thought much about it. I never changed or even modified my computer's battery so it's very strange for it to be like this. If the problem persists after the calibration, I'll message you again here to see if you've got any more ideas, and if not, I'll take the computer to the shop I bought it for further investigation. Bye!

[Gato007]

Hey, I'm here after calibrating my battery, and guess what, it didn't work... I've still got the freezing problem, do you think that this might be due to the battery not having a serial number/manufacturer being HP? What do you recommend me to do?

[BeemerBiker]

You have done more than most users have,.

I assume you have run the HP support assistant to find if there are any updates that have not been installed.

Some ideas

1 Malware

Scan for "Malicious" software. Generally speaking this is software that is not considered a virus or trojan. It performs unwanted functions such as downloading newer advertisements or reporting what the users is looking to buy and offering alternative suggestions. Typically free games have these apps.
Type MRT in the windows search bar.

Microsoft has a safety scanner you can try
https://learn.microsoft.com/en-us/defender-endpoint/safety-scanner-download

2 - Reset or Restore

If you have backups of important file then ---

Cloud recovery provides all the custom HP drivers.
Go to the below site and enter your product ID including the 3 characters after the # character
If you have cloud recovery you can restore your system using a 32gb flash.
It may take an hour or more to create the recovery USB.
https://d34z73bbtpzgej.cloudfront.net/
Alternately, download from the MS windows store if the above sites does not recognized your laptop
Click here for instructions.

Windows reset is not as good as HP cloud recovery because does not look at the HP web site to get drivers.  You might be missing camera or fingerprint drivers and others that are specific to HP.  

Read this thoroughly before doing a reset

[Gato007]

Im writing this message while MRT is searching for malicious software, thank you for persisting with me along the way. I have found out with the help of UEFI that my battery does indeed have a serial number and the manufacturer is not marked as HP (I don't know why in the battery report didn't show that). As soon as the MRT scanning is over I'll send you the results.