Complete unresponsiveness when area below keyboard is touched even slightly.

[Kidusmm]

Subject: Urgent Assistance Required: Laptop Stuck and Performance Degradation Issue

Dear HP Service Care,

I am writing to seek urgent assistance regarding a recurring issue with my HP model 14 dq0011dx. Recently, I have been experiencing a critical problem wherein the laptop becomes unresponsive and stuck under specific circumstances.

Issue Description:

• Randomly, when I touch the bottom right side of the laptop, the system freezes completely.
• During this time, the display remains stuck, and both the keypad and mouse become unresponsive.
• Despite attempting to use the laptop as usual, the system does not recover from this state, rendering it unusable.
• The only solution is to forcefully power off the laptop by pressing the power button for 5 seconds.
• After restarting the laptop, I notice a significant degradation in performance, with the system running noticeably slower than before.

This issue poses a severe inconvenience and disrupts my workflow significantly. I am concerned about the underlying cause of this problem and its potential impact on the long-term performance and reliability of my laptop.

Steps Taken:

• I have attempted to troubleshoot the issue by restarting the laptop multiple times, but the problem persists.
• I have also ensured that the laptop's software and drivers are up-to-date, but this has not resolved the issue.
• Additionally, I have performed a thorough virus scan to rule out any malware-related causes, but the problem persists.

Request for Assistance: Given the severity and persistence of this issue, I kindly request your immediate attention and assistance in resolving it. As this problem directly affects the functionality and usability of my HP laptop, I urge you to prioritize this matter and provide a prompt resolution.

Please advise on the necessary steps to diagnose and rectify the underlying cause of the laptop freezing issue.

[Garp_senchau]

@Kidusmm, Welcome to HP Support Community,

Thank you for posting your query; I’m here to help by guiding you through steps to resolve this issue

Check for Physical Issues

Power off the laptop and disconnect all peripherals.

Inspect the bottom right area for any visible bulges, gaps, or heat.

Gently press different parts of the laptop while it's off to see if there's any creaking or flexing.

Run HP Diagnostics

Boot into HP Hardware Diagnostics UEFI:

Restart the laptop and press Esc, then F2.

Run extensive system tests 

BIOS and Firmware Update

Visit HP Support for your model and install:

The latest BIOS update

Firmware updates for the touchpad or embedded controller (if available)

Create a System Image Backup

Since the system is degrading after each freeze, back up your files immediately.

Use Windows' built-in backup tool or a third-party utility.

I hope this helps.

Please feel free to reply here if you have any questions or if you need further clarification on any of the steps. 

Take care and have a good day. 

If my response helped, please mark it as an Accepted Solution! ✅ It helps others and spreads support. 💙 Also, tapping "Yes" on "Was this reply helpful?" makes a big difference! Thanks! 😊

Regards,