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mrsrachelkrause Student
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HP Pavillion Laptop freezing up, wont wake from sleep, screen going dark but power light on

HP Pavillion 15
Microsoft Windows 10 (64-bit)

HP Pavillion Model - 15-cs0053cl

 

I just bought it last week. Initial power-on; went through set up, then trying to install a new browser, the computer froze. ctrl+alt+delete did nothing, had to force a restart. This happened a few more times. Then the computer came on in recovery mode, so we fresh install of windows.

 

All seemed to be working well for a while, but it's doing it again, and it seems to be very sporadic, but frustrating none the less.

 

Another issue seems to be that when the computer goes to sleep, it will not wake, and force restart is needed. 

 

Lastly, the screen will periodically go dark, but the computer is still running (power light is on) and nothing brings the computer screen back to normal, force restart is needed. 

 

Any help is much appreciated. This is a school laptop needed the first week of August. 

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HP Pavillion Laptop freezing up, wont wake from sleep, screen going dark but power light on

@mrsrachelkrause 

You should not be having problems like this with a new PC!


You paid for free HP Tech Support as part of the warranty coverage, so you might as well make use of it.


While this PC is still under warranty, you should contact HP Customer Support directly to have them put you in touch with HP Technical Support to see what they can do about troubleshooting and repairing your machine remotely.

I did this recently and the HP Tech was able to remotely access my PC from the Internet to check out the problems.

If they are unable to fix your PC, if it were mine, given your time crunch, I would return it for a refund and buy something else.

If you live in the US or Canada, contact information is on this page: http://www8.hp.com/us/en/contact-hp/phone-assist.html#section1

If you live elsewhere, contact information is on this page: http://www8.hp.com/us/en/contact-hp/ww-contact-us.html

NOTE: After you get through, stay on the line until you are finally able to talk to some one -- it can take a while!

***If my post helped, click the White thumbs-up symbol to say thanks***

***Please mark Accept As Solution if my post solved your problem***

I am a volunteer and I do not work for, nor represent, HP
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