Freezing office software.

[StevexA]

I bought an HP Envy Laptop in Oct20, I use it to remotely working from home. I also use an extended monitor through HDMI. When I connect the monitor to the laptop the apps on the taskbar freeze, open outlook and after a minute idle it freezes. Hover the cursor over the apps on taskbar nothing happens even the time on the bottom right freeze. But when I hover over the apps on the monitor taskbar, they are alive. The time clock on the monitor is working perfectly. I have downloaded the monitor driver and thought this will work , but that did not help.

I then disconnect the monitor from the laptop and the freezing does not happen.

I need to have a second monitor as I am working on a lot of spreadsheets and application.

Any help from the above would be appreciated.

stephen.

[Echo_Lake]

@StevexA

Thank you for posting on the HP Support Community.
 

Don't worry as I'll be glad to help, however, to provide an accurate resolution, I need a few more details:

• Did this happen after a recent window or software update?
• Did you make any changes on the settings of your PC prior to the issue?
• Have you updated Graphics and Chipset drivers?

While you respond to that, let's try these steps: 

Hard Reset: Follow steps from the link: https://hp.care/2GnkMa8. (Refer to the removable and sealed battery)
BIOS default:(do not skip any troubleshooting steps even if you feel steps are repeating)

1. Turn off the computer and wait five seconds.
2. Press the Power button to start the computer and repeatedly press the F10 key to enter the BIOS setup menu.
3. On the BIOS Setup screen, press F9 to select and load the BIOS Setup Default settings.
4. Press F10 to Save and    Exit.
5. Use the arrow keys to select Yes, then press Enter when asked Exit Saving Changes?
6. Follow the prompts to restart your computer. 

Hope this helps! Keep me posted for further assistance.
Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

[StevexA]

Hello Echo_Lake, 

Thank you for coming back. Yes my issue started after a software update from Microsoft. Everything was working in the morning had the update around mid-day and after that I had problems. 
I did get help from HP who update the Bios in January 2021.

The Laptop was also sent to HP repair centre for diagnostic.

I am still getting these issues of freezing when using a second monitor and the only way to wake up the freezing is by touching the Windows Key.

could it be that my laptop is a 64bit and the apps in my laptop is not 64 bits?

steve

[Echo_Lake]

@StevexA

Thank you for posting back. 

I appreciate your efforts to try and resolve the issue. I would suggest performing system factory reset will put the computer back to the original factory settings in this way all corrupted and outdated software will be removed. 

While doing the recovery there is an option to back up your personal files. If you have not previously done one now is a good time. 

Restoring Files that were Backed Up Using HP Recovery Manager (Windows )You can also contact HP support for assistance. They can remotely access your system to help alleviate difficulties: www.hp.com/contacthp/

The HP Cloud Recovery Tool allows you to download recovery software to a USB drive. You can use the downloaded recovery image file in order to install the Windows operating system. 

• Click here: https://support.hp.com/in-en/document/c04758961#AbT3to perform System Recovery (Windows 10) 
• Click here: https://support.hp.com/in-en/document/c06162205 to Use the HP Cloud Recovery Tool (Windows 10)

Hope this helps! Keep me posted for further assistance.
Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

[StevexA]

Thank you for the advice. I will do the recovery process tomorrow morning. I will let you updated of my progress 

[Echo_Lake]

@StevexA

Thank you for posting back. 

Work on it as per your convenience and keep me posted on the results.  

Have a great day!

[StevexA]

Hello,

I performed a factory reset yesterday, load on virus software, use it to watch TV. This morning logon to work remotely, attached a second monitor to the laptop via USB -C adapter. I now have Outlook open on the laptop and excel on the monitor.  Outlook is frozen the time has stopped working, but the monitor is active. To. Wake up the monitor I either have to press on the Windows key or double click on an app on the monitor.

would  my issue have anything to do with  Screen Saver settings or Advance Power settings?

many thanks 

stephen

[Echo_Lake]

@StevexA

Thank you for posting back. 

Are you experiencing freezing issue only with Microsoft Outlook?

[StevexA]

Hello,

yes it seems to be mainly Outlook, but I also had a PDF open had issues on that as well.

I am no expert but there seems to be some incompatibility apps in using Remote Desktop.

regards 

stephen

[Echo_Lake]

@StevexA

Thank you for posting back. 

I would request you to contact our Support and our Support Engineers should be able to Remote into your computer and sort this out. HP Support can be reached by clicking on the following link: www.hp.com/contacthp/