HP Envy 17 randomly crashing during calls

[wren_star]

I got a new HP Envy 17 laptop in April, and for the past few months it's been working mostly fine. But for the past week it keeps crashing for seemingly no reason, not a BSoD exactly but it takes me to this "Your PC ran into a problem" screen and has to suddenly restart. I ran some UEFI Diagnostics later and there were no issues found.

It's independent of anything I do as it has happened while I was away from the laptop, but the three times this has happened have all been while I was in a call (namely using Discord). I tested this last night and it still happens regardless of any other programs I have open. The crash causes the laptop's audio to glitch out/stutter for a bit before it suddenly restarts the laptop. After that it works fine like nothing happened.

Important note: when I got the laptop in April I replaced the internal SSD with one that provided more storage, I'm inexperienced when it comes to this but it worked without issue when I installed the correct drivers and such. Thought I'd mention in case that's a potential cause.

Any help is appreciated. Again I'm not too experienced with PC setup so it's possible I could've messed something up or missed something?

[Max3Aj · Accepted solution]

@wren_star, Welcome to HP Support Community. 

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

Based on your description, the error message shown is:

"Your PC ran into a problem and needs to restart. We're just collecting some error info, and then we'll restart for you."

This is a Windows Stop Error (Blue Screen), even if it doesn’t show the traditional blue background. Since it occurs during Discord calls and causes audio stuttering before crashing, it’s likely related to audio drivers, power management, or hardware compatibility, especially considering you replaced the SSD.

Here's a step-by-step guide to troubleshoot and resolve the issue: 

Check Reliability Monitor for Crash Details

• Type Reliability Monitor in Windows Search and open it.
• Look for red Xs on the timeline corresponding to the crash dates.
• Click them to see the error details (e.g., faulting application or driver).

Update Audio Drivers

• Go to Device Manager → Sound, video and game controllers.
• Right-click your audio device (e.g., Realtek, Intel Smart Sound) → Update driver → Search automatically.
• Alternatively, download the latest audio driver from HP:
  • Official HP® Support

Disable Audio Enhancements

• Right-click the speaker icon → Sounds → Playback tab.
• Select your default device → Properties → Enhancements tab.
• Check "Disable all enhancements" → Apply.

Run HP Hardware Diagnostics (UEFI) Again

Even though you ran it earlier, run the extended tests:

• Restart your laptop and press Esc repeatedly → choose F2 for diagnostics.
• Run System Tests → Extensive Test (takes longer but more thorough).
• HP UEFI Diagnostics Guide

Check for BIOS Update

• BIOS updates can fix hardware compatibility issues.
• Go to HP Software & Driver Downloads → enter your Envy 17 model.
• Download and install the latest BIOS version carefully.

Test with Original SSD (if possible)

Since you replaced the SSD, there’s a chance of:

• Incompatibility with power management or thermal throttling.
• Improper driver installation or firmware mismatch.

If you still have the original SSD, test with it temporarily to see if the issue persists.

Disable Fast Startup

• Go to Control Panel → Power Options → Choose what the power buttons do.
• Click Change settings that are currently unavailable.
• Uncheck Turn on fast startup → Save.

Check Discord Settings

• Go to Discord Settings → Voice & Video.
• Disable Hardware Acceleration and Echo Cancellation.
• Try switching between Input/Output devices manually. 

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. Select "Yes" on the bottom left to say “Thanks” for helping! 

Max3Aj

HP Support 

[wren_star]

OK, I've reinstalled my BIOS and audio drivers and I haven't had any issues since, though I can't know for sure it's fixed. I'll try looking into Reliability Monitor to find the exact cause. Thanks for the help!

[Max3Aj]

@wren_star, You're very welcome! Great job taking proactive steps with the BIOS and audio driver reinstall, those are often the key culprits in cases like this. Checking Reliability Monitor is a smart next move, and if the issue doesn’t return, that’s a strong sign it’s resolved.

Regards, 
Max3Aj

[wren_star]

This is what I got from Reliability Monitor when checking the crashes - apparently it's to do with svchost. Still seems to be an audio problem.

I've still run into the problem since reinstalling drivers so that doesn't seem to be the cause.