Freezing screen

[MariaClaraC]

My computer has been freezing repeatedly. I has using two Google Chrome windows open, with about five tabs in each. While watching a class on YouTube, I switch to Google Docs to take notes, and the computer freezes completely. When this happens, the only solution is to force a shutdown.
This issue occurred approximately six times on Sunday. In some cases, the computer even shut down by itself. The problem happens even though l'm not doing anything very demanding, mostly just using Google Chrome.
Since then, it has continued to be slow. For example, when I try to close or open a tab, I have to click twice because the first click doesn't work. The entire system feels slow.
This is especially concerning because the laptop is less than a year old, very new, and has been well taken care of.

[Hawks_Eye]

Hi @MariaClaraC 

Welcome to the HP Support Community! We're here to help you get back up and running.

Thank you for explaining the situation so clearly—and I truly regret the frustration this has caused, especially with a well-maintained, nearly new HP Envy x360. 

Freezing during light multitasking like Chrome, YouTube, and Google Docs should not be happening, and the fact that the system sometimes shuts down on its own points to a deeper issue—possibly thermal throttling, driver instability, or firmware-level resource mismanagement.

Let’s walk through a structured recovery path tailored to your HP Envy x360 16-ad0000.

 

Step-by-Step Fix for Freezing and Sluggish Performance

 

1. Update BIOS and Chipset Drivers

Outdated firmware can cause system instability:

• Visit the HP Envy x360 16-ad0000 driver page
• Download and install:
  • Latest BIOS update
  • Chipset drivers
  • Intel Management Engine Interface
  • Graphics drivers (Intel and AMD/NVIDIA if applicable)

 

2. Run HP UEFI Diagnostics

This checks for hardware faults:

• Restart and press F2 repeatedly to enter HP PC Hardware Diagnostics.
• Run the System Test, focusing on:
  • Memory
  • Storage
  • Thermal sensors

 

3. Check for Background Resource Drain

• Open Task Manager (Ctrl + Shift + Esc) and monitor CPU, RAM, and disk usage.
• Look for any processes consuming excessive resources—especially browser extensions or background services.

 

4. Reset Chrome Profile

Corrupted browser data can cause freezing:

• Open Chrome and go to Settings > Reset and clean up > Restore settings to their original defaults
• Alternatively, create a new Chrome user profile and test performance there.

 

5. Adjust Power and Thermal Settings

• Go to Settings > System > Power & Battery > Power Mode
• Set to Balanced or Best Power Efficiency
• Open HP Command Center (if installed) and set thermal profile to Cool or Quiet

 

6. Run System File Checker

• Open Command Prompt as Administrator
• Type: sfc /scannow and press Enter
• This scans and repairs corrupted system files

If the issue persists after these steps, it may point to a deeper firmware or thermal regulation fault. I truly regret the disruption this has caused—especially when the device should be handling your workflow effortlessly. 

Let me know how far you get with these steps, and I’ll guide you further if needed. You deserve a smooth and responsive experience.

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! 😊

Take care, and have an amazing day!

Regards, 

Hawks_Eye