HP ENVY x360 system freezes with loud sound

[POCPC]

As of two month ago, the PC will freeze with a loud buzzing. Sometimes once a week, sometimes twice a week.

Bought new in April 2022. And yes, it's updated:

HP ENVY x360 15.6 inch

Windows 11 Home 64-bit Version: 22621.963

11th Gen Intel(R) Core(TM) i7-1195G7 @ 2.90GHz

16GB

Will only be using firefox with an internet radio station,  Spotify open, and SQL running. Sometimes I'm connected to an HP monitor, sometimes not and the issue will still happen.

I chatted with HP Customer Support Chat...ran the test and they all came back green, and they said it was a 'software related issue, and is not supported under limited hardware support. ...contact HP SmartFriend Services...' a service you have to pay for. Lame.

One time, a BLUE screen showed up on the reboot with a Clock Watchdog Timeout. I troubleshooted via the sfc /scannow, etc...solution and 

Can anyone tell me how I can get a new PC covered under the one year warranty? This is a hardware issue. The product is defected.

Thanks!

[ub6424]

Hello @POCPC 

Sorry to hear that you are having problems ... I would like to help you.

The Windows file system could be corrupt or there is a hard disk error or undefined sofware or technical error.

(1) Test your hardware Using the HP PC Hardware Diagnostics (UEFI)

--->>> Perform Extensive Tests

https://support.hp.com/us-en/document/ish_2854458-2733239-16

See section <Running HP PC Hardware Diagnostics UEFI tests when Windows doesn't start>

See how it works:

https://www.youtube.com/watch?v=14GKIpGPNRM

(2) Please report your results ( error messages, take pictures )

( if serial number, device id, UUID, System Board CT Number is displayed, please blur )

[POCPC]

Thanks for writing!, ub6424!

I ran the test as you suggested and even downloaded the latest version of the HP PC Hardware Diagnostics (UEFI).

They all passed. I ran the System Extensive Test and everything was green. Please see below.

Thankfully, the PC has not frozen today or yesterday.

The PC should be a workhorse. I run R, SQL, Python, etc... and bought the PC so it could handle it.

But it's been unreliable lately....

I'm open to other suggestions, especially on getting a new PC under warranty!

[ub6424]

Hello @POCPC 

Thanks for reporting.

Let me check your basic system configuration before we continue ...

(1) Run    msinfo32

- Select <System Summary>:

--->>> Copy/screenshot/paste following key/value pairs:

OS Name Windows 11 Home 64-bit

Version 22621.963

System Model

System SKU ( equals HP product number (p/n) )

Processor 11th Gen Intel(R) Core(TM) i7-1195G7 @ 2.90GHz

BIOS Version/Date

BaseBoard Product

BaseBoard Version

(2) Start Windows <Device Manager>

- Expand <Disk drives>

- Expand <Display adapters>

- Expand <Network adapters>

- Expand <Sound, video and game controllers>

- Expand <Storage controllers>

- Expand <Other devices> ? (Those entries are for hardware for which Windows has not loaded a suitable driver)

--->>> Send screenshot

(3) Please report back

[POCPC]

Thanks again for helping!

Here is the info. For 'other devices' not sure what you meant here. Please let me know if I should open another tab. Thanks!

OS Name Windows 11 Home 64-bit

Version 22621.963

System Model: HP ENVY x360 Convertible 15m-es1xxx

System SKU: 4N743UA#ABA ( equals HP product number (p/n) )

Processor 11th Gen Intel(R) Core(TM) i7-1195G7 @ 2.90GHz

BIOS Version/Date: Insyde F.10, 7/20/2022

BaseBoard Product: 8982

BaseBoard Version 61.50

[ub6424]

Hello @POCPC 

(1) Create Windows system <restore point>

How to Create a System Restore Point on Windows 10 or Windows 11

(2) Download and install BIOS Update

HP Firmware Pack (Intel Processors)

F.13 Rev.A

16.2 MB

Jul 22, 2022

Download

Fix and enhancements:

- Provides improved security of UEFI code. NOTE: HP strongly recommends promptly transitioning to this updated BIOS version which supersedes all previous releases.

Why should you install the update ?

https://support.hp.com/us-en/document/ish_4123786-2338478-16

Quote: "

Updating the BIOS is recommended as standard maintenance of the computer. It can also help resolve the following issues:

- An available BIOS update resolves a specific issue or improves computer performance.

- The current BIOS does not support a hardware component or a Windows upgrade.

- HP Support recommends installing a specific BIOS update.

"

(3) Reboot

(4) Let BIOS be installed until it's completely done !

(5) Test your notebook

(6) Please report back

[POCPC]

Hi Ub6424,

Thanks for your patience with my reply....regrettably, the PC is still having issues.

I decided to wait on the BIOS update until January 17 because that's when I had the freezing issues again, for the first time in over two weeks.

So two days ago, I updated to: Insyde F.11, 10/20/2022.

Today, it froze again. For what it's worth, I've noticed it freezes when I use Teams or Skype.

The F 11 update was recommended from the HP PC Hardware Diagnostics Windows 2.1 App.

I did not run the BIOS update you recommended because when I went to the HP website to confirm which BIOS I needed, it said I needed: F.71 Rev., Aug 15 2022.

Then the HP PC Hardware Diagnostics Windows 2.1 App said I needed 15.11. See the image below.

Please recommend what I should do. Oh, and I ran the full 2 hour system test and everything passed.

Thanks for your help.

[ub6424]

Hello @POCPC 

The information on the driver page is confusing. To avoid any risk, I advise you to contact HP support.

A HP technician should be consulted.

Kind regards

[POCPC]

Thanks for following up. Much appreciated. Will do.

Just one more question. Where did you get the info that I should install the BIOS F.13?

Thanks again!

[ub6424]

---

@POCPC wrote:

Thanks for following up. Much appreciated. Will do.

Just one more question. Where did you get the info that I should install the BIOS F.13?

Thanks again!

---

Hello @POCPC

--->>> HP Firmware Pack (Intel Processors)

Release Notes:

--->>> link

Kind regards