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Numerous Problems with brand-new laptop

HP Recommended
Envy x360 13"
Microsoft Windows 10 (64-bit)

Okay, so I've bought a new Envy x360 13" (ar0977nz) like three weeks ago and just out of the box I've had a lot of problems with it but the latest one really concerns me.

 

First, I had problems with the fingerprint sensor where it would recognise my finger and the "windows hello smiley" would blink but it would just stay where it was and not change screens to my desktop until I entered my pin. I was eventually able to fix this but this is unacceptable for any new laptop.

 

Then, after using it for a few days suddenly the wifi would just not work when it was "hit with work" meaning ping requests would work perfectly, but when I for example tried to load a website the wifi would just not work for two minutes or so or have extremely high response times;

 

Ping after wifi just cut outPing after wifi just cut out

 

It didn't matter which wifi I was on and other devices on the same wifi worked perfectly. This came completely random and even a fresh install of windows would not solve it. So I said "screw it" and opened the device and tried a different wifi-card which now works flawlessly. Again - unacceptable, I don't even know why I bothered and didn't just return it.

 

The next problem I had, and to this day couldn't solve, is that after resetting the laptop the power plans don't seem to work anymore. Anytime the laptop goes into sleep it just crashes and I cant wake it up again. Annoying. So I now have it setup so that it just hibernates and doesn't go to sleep at all which I don't find ideal at all.

 

Well, anyways, today I left my laptop laying on my bed after it putting itself in hibernation and when I came back like two hours later it was boiling. Not just warm no, it was probably at around 80°C, I could just barely touch it. The other problems were "relatively unconcerning" but this is just too much and it really concerns me. I quickly restarted the laptop to get the fan going and got a ventilator to cool it down a bit. Note: The laptop was not charging either it just sat in my bed, not under a blanket or anything, just on the mattress.

 

I would say I'm relatively experienced with laptops, pc's, etc. I repair a lot of them to earn a bit of extra money. I only opened the laptop because I thought that I could fix it, but this? Any ideas what went wrong? Any suggestions what I should do now? I've already opened it so I guess it's to late to return it now? I'm not fancy seeing my laptop explode or burst into flames either, I spent ~CHF800.- on it and I'm just a broke IT Student. 

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@Eleasar 

 

Personal Opinion:

Never leave your notebook on a bed.

 

If it happens to be the type of notebook that has vents to keep it cool, the bed, a pile of clothes, the couch, the grass in the backyard, these are all places to not leave the computer.

 

Did it make it worse?  Completely unknown - the description caught my attention is all...

 

==============================================

 

Regardless, there is every reason to contact HP Support.

 

Why?

Lots of things "wrong", several items not working the way you expect, "issues" that may need attention.

 

We can perhaps answer individual questions to the best of our knowledge - we are not support and we cannot address your general frustration, your anxiety, or your continuing issues.

 

The computer having been so hot should be reported else none of the rest of the analysis will be complete.

 

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Dragon-Fur
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Thank you for your response but I'm sorry it is by no means helpful to me. I probably should have mentined this in my last post but I'm already in contact with HP support.

 

The reason I chose to post here is that there are other people that have the same problems I have (eg. this: https://www.youtube.com/watch?v=2J_-roBxwlQ or this: https://h30434.www3.hp.com/t5/Gaming-Notebooks/Realtek-RTL8822BE-frequent-disconnection/td-p/7045488) and from past experiences with HP's customer service, their responses are as generic as yours and no one actually has any suggestions on how to fix the problems. 

 

I mean :

 

"Never leave your notebook on a bed.

If it happens to be the type of notebook that has vents to keep it cool, the bed, a pile of clothes, the couch, the grass in the backyard, these are all places to not leave the computer.

Did it make it worse?  Completely unknown - the description caught my attention is all..."

 

The laptop was hibernating, it should not have been doing anything. Yes, my laptop is of the kind that "has vents to keep it cool" but that should not play any role. I am used to putting my laptops in briefcases where they are basically fully enclosed. Sure, leaving it on a mattress isn't ideal but in my opinion any laptop should be able to handle this without getting to 70 or 80°C, especially when it's seemingly turned off.

 

Contacting HP's customer service is a way of handling this, but it by no means fixes these problems and thats what a forum should be for. Maybe someone had this problem before, maybe someone can point me in the right direction.

Solution: just make sure your wi-fi connection is 5 Ghz. My laptop: HP Envy x360 Old router model: Tp-link TL-wr741nd New router model: Tp-link Archer c50 (c...
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@Eleasar 

 

I am now aware that you have already contacted HP Support.

 

 I will not again intervene.

 

You are of course welcome to post your comments as long as they adhere to  HP Support Community: Rules of Participation

 

 

  • I have submitted a request that someone take a look.

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I will withdraw.

 



Thank you for participating in our HP Community .

We are a world community of volunteers dedicated to supporting HP technology.

 

Kind Regards,
Dragon-Fur
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