Envy 17daOxxxx Windows 11 23H2 freezes

[LucV1]

Hi,

The laptop freezes from time to time, sometimes after using it for 1 hour, sometimes after several hours, using  normal apps sa Edge and Microsoft Office.

Thanks

Best regards

[Nal_NR]

Hi @LucV1,

Welcome to the HP Support Community. 

I'd be glad to help you! 

If your HP Envy 17 (model 17da0xxxx) is freezing intermittently while using standard applications like Edge and Microsoft Office on Windows 11 23H2, it’s important to diagnose the problem accurately. I have a few questions and troubleshooting steps to help identify and resolve the issue.

• Have you installed any new software, updates, or drivers recently?
• Did the freezing issue start after a specific update or installation?
• Have you noticed the laptop getting unusually hot or noisy before the freeze?
• When was the last time the laptop was cleaned or had its cooling system checked?
• Do you notice if the freezes occur when using specific applications or tasks?
• Are there any particular patterns, like freezes during high CPU or memory usage?
  • Are you using the original power adapter, and does the issue happen on battery power, AC power, or both?
  • Have you experienced any power fluctuations or issues with the power adapter?
  • Do you receive any error messages or blue screens (BSOD) before or after the system freezes?
  • Have you checked the Event Viewer for any critical errors or warnings?

 Meanwhile, let's try these steps. 

Update Drivers and Windows:

• Update Windows:
  1. Go to Settings > Update & Security > Windows Update.
  2. Click Check for updates and install any available updates.
• Update Drivers:
  1. Open Device Manager (right-click on Start and select it).
  2. Expand Display adapters and right-click your GPU driver to select Update driver.
  3. Do the same for Network adapters and Storage controllers.

Check for Software Conflicts:

• Perform a Clean Boot:
  1. Press Win + R, type msconfig, and press Enter.
  2. Go to the Services tab, check Hide all Microsoft services, and click Disable all.
  3. Go to the Startup tab and click Open Task Manager. Disable all startup items.
  4. Restart the laptop and check if the issue persists.

Please find the remaining steps in the next post.

Hope this helps! Keep me posted for further assistance

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

[Nal_NR]

Hi @LucV1,

Please find the remaining steps below.

Run System Diagnostics:

• HP Hardware Diagnostics:
  1. Restart your laptop and press Esc repeatedly to open the Startup Menu.
  2. Press F2 to select System Diagnostics.
  3. Run the Quick Test and, if needed, the Extensive Test for a thorough hardware check.
• Check for Overheating:
  1. Use a tool like HWMonitor to check the system temperatures.
  2. Ensure the laptop is well-ventilated and free from dust.

Check for Corrupted System Files:

• Run SFC and DISM:
  1. Open Command Prompt as an administrator.
  2. Type sfc /scannow and press Enter. Let it complete.
  3. After that, type DISM /Online /Cleanup-Image /RestoreHealth and press Enter.

Check Event Viewer:

• Open Event Viewer (right-click Start and select it).
• Go to Windows Logs > System and look for any critical errors or warnings that correspond with the times of the freezes.

Test RAM and Storage:

• Test RAM:
  1. Run Windows Memory Diagnostic by typing mdsched.exe in the Run dialog.
  2. Choose to restart and check for problems.
• Test Storage:
  1. Use Check Disk Utility:
     • Open Command Prompt as an administrator.
     • Type chkdsk /f /r and press Enter. Follow the prompts to schedule a check on restart.

Check for Malware:

• Run a full system scan using Windows Defender or another trusted antivirus software to rule out malware infections.

Reset or Reinstall Windows:

• Reset PC:
  1. Go to Settings > Update & Security > Recovery.
  2. Click Get started under Reset this PC and choose to Keep my files.
• Reinstall Windows:
  • If the issue persists
• Reinstall Windows:
  1. Go to Settings > Update & Security > Recovery.
  2. Under Reset this PC, choose Remove everything for a clean installation.
  3. Follow the prompts to reinstall Windows.

If these steps don’t resolve the issue, it might be necessary to have the laptop inspected by an authorized HP service center for a deeper hardware diagnosis.

Hope this helps! Keep me posted for further assistance

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

[LucV1]

Hi Elohi NR,

Many thanks for your reply. I'll try the solutions you kindly mentioned.

This morning I got a Hypervisor error, could this be related to the freezing ?

Best regards

Luc

[Nal_NR · Accepted solution]

Hi @LucV1,

Yes, there could be chances, that the Hypervisor error causing the issue. 

Keep me posted.