HP ENVY keeps crashing or freezine when I move files on deskto, delete or move cursor, etc.

[C-CCreations]

HP ENVY 360 15.6 occasionally fails to boot. Bought this computer less than a year ago, have hardly had time to set up. Crashes briefly whenever I try to move files from one place to another on desktop or to trash, or if I just move my cursor sometimes. The programs I am running shut down and I lose my work. Getting extremely annoying.

Help please! Expensive and useless at this point.

[Alden4]

Hi @C-CCreations,

Welcome to HP Support Community.

Thank you for posting your query, I will be glad to help you.

It sounds like your HP ENVY 360 is experiencing significant stability issues, which can be frustrating. Let's troubleshoot to narrow down the cause and try to resolve the problems.

Check for System Updates

• Ensure your operating system, drivers, and firmware are fully updated.
• Go to Settings > Windows Update, and install any pending updates.
• Update your graphics drivers, chipset drivers, and any system firmware (BIOS) from the HP support page.

Scan for Corrupted Files

• Run System File Checker (sfc/scannow) to fix any corrupted system files that could be causing crashes:
  1. Open the Command Prompt as an administrator.
  2. Type sfc /scannow and hit Enter.
  3. Let it scan and repair any detected issues.

Check for Malware

• Run a full Windows Defender or another trusted antivirus scan to ensure there's no malware affecting performance.

Check Task Manager for Resource Spikes

• Press Ctrl + Shift + Esc to open Task Manager.
• Look at the Processes tab to see if any programs are using excessive CPU or memory when the issue happens.
• Check the Performance tab to monitor CPU, memory, and disk usage during these crashes.

Test with Safe Mode

• Boot into Safe Mode to see if the problem persists. Safe Mode disables unnecessary drivers and software, which can help pinpoint the cause.
• To boot in Safe Mode:
  1. Hold Shift and click Restart from the Start menu.
  2. Select Troubleshoot > Advanced options > Startup Settings > Restart.
  3. After restarting, press 4 to enter Safe Mode.
• If the system is stable in Safe Mode, it's likely a third-party program or driver causing the issue.

Check Your Disk Health

• Run a disk check to rule out hard drive issues:
  1. Open Command Prompt as administrator.
  2. Type chkdsk /f and press Enter.
  3. It will check your disk for errors. You may need to restart your computer.

[Alden4]

Disable Hardware Acceleration in Apps

• If you're using specific applications like web browsers (e.g., Chrome or Edge), disable hardware acceleration to see if it resolves crashes.
  • For example, in Chrome: Go to Settings > Advanced > System and toggle off Use hardware acceleration when available.

Check Event Viewer for Errors

• Open Event Viewer (search for it in the Start menu) and look under Windows Logs > Application or System for any critical errors or warnings that occur around the time of the crashes.

Perform a System Restore

• If the issue started recently, you can try performing a System Restore to a time before the problem began.
  • Go to Control Panel > Recovery > Open System Restore, and choose a restore point from when the laptop was stable.

Check for Hardware Issues

• If the above steps don’t resolve the issue, there may be a hardware problem, such as faulty RAM or storage. Running a memory diagnostic (Windows Memory Diagnostic tool) can help check the RAM for issues.

Reinstall Windows

• If none of the above steps fix the problem, a clean installation of Windows might be the most effective way to reset your system to a working state. You can reinstall Windows via Settings > Update & Security > Recovery or use a USB recovery drive.

I hope this helps.

Take care and have a good day.

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

Alden4

HP Support 

[C-CCreations]

Thank you, Alden4, for your suggestions. They are a little above my comfort level but I have someone who is willing to help me. In the meantime I must de-activate some software I have added to the computer and I ran into a roadblock there, that has taken extra time. I will get this done and try some of your suggestions and get back to the forum.

[Alden4]

Hi @C-CCreations,

Thank you for your response, 

Please feel free reach out to us. We are here to assist you and provide any necessary support.

I will be archiving this case for now however, you can respond to the same thread to continue the conversation.

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

Take care and have a great day ahead!

Alden4

HP Support