HP Spectre x360 13-aw0031ng underperforming considerably.

[Uranumo]

I have the following laptop: 

HP Spectre x360 13-aw0031ng

Device name DESKTOP-NDD4366
Processor Intel(R) Core(TM) i7-1065G7 CPU @ 1.30GHz 1.50 GHz
Installed RAM 16,0 GB (15,7 GB usable)
Device ID 5656FB56-C7D6-473F-AC64-443E0A38502F
Product ID 00325-96626-35057-AAOEM
System type 64-bit operating system, x64-based processor
Pen and touch Pen and touch support with 10 touch points

Edition Windows 10 Home
Version 20H2
Installed on ‎04/‎08/‎2020
OS build 19042.789
Experience Windows Feature Experience Pack 120.2212.551.0

---- The laptop has been struggling to perform since months although I updated the BIOS and also reupdated all drivers and checked if they are updated again. I seem to struggle to find the reason even with HP Support team. The Userbenchmark clearly proves that the laptop underpeformes compared to other laptops with the same specifications. 

UserBenchmarks: Game 4%, Desk 24%, Work 4%
CPU: Intel Core i7-1065G7 - 22.5%
GPU: Intel Iris Plus G7 - 3.1%
SSD: Intel Optane+477G 512GB - 29.1%
RAM: Hynix H9HCNNNCPMALHR-NEE 2x8GB - 34.4%
MBD: HP Spectre x360 Convertible 13-aw0xxx

The most disappointing part is that I use the laptop for office reasons and even the simplest task of spell check takes 4-5 seconds to just load. Any tips or help regarding this would be much appreciated. Thanks!

[Echo_Lake]

@Uranumo

Thank you for posting on HP Support Community.

Don't worry as I'll be glad to help, I have a few troubleshooting steps we could try to fix the issue:  

Run the HP PC Hardware Diagnostic tests to determine whether the computer is functioning properly.

• 1. Click on Download button and install the latest HP PC Hardware Diagnostics.

  Download

• 2. After Installation, select Start from your PC, and then under All Apps, select HP Help and Support, then HP PC Hardware Diagnostics Windows.
• 3. The app opens to the main menu. Click computer is slow.
• 4. From the component test menu, select Processor test and start the test.
• 5. If the hardware test Passed, it indicates there is no Hardware Failure. In case, the test Failed, it will display an error code.
  • You can use the HP Failure ID decoder to find out more information about the error code and find fur...

Hope this helps! Keep me posted for further assistance.
Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

[Uranumo]

Thankyou for the support. 

I have done the test and none of the tests show any failure. The problem begins primarily when I unplug the battery charge. The laptop then seems to suddenly slow down considerably. Even on battery charge, the laptop suddenly overheats to really uncomfortable levels. 

I spent around 1700+ euros on this and this is the performance that I am dealing with. And this is affecting my office performance as well. 

I also notice simple things like slack calls are delayed to start. And I am the last person to enter calls. My wife works with a surface laptop in the same room with the same wifi. So it is not a bandwith problem at all. 

Please help. The laptop is still under warranty.

[Uranumo]

Attached is screenshot of the Userbenchmark testing. There is so much CPU throttling. 

[Echo_Lake]

@Uranumo

Thank you for posting back. 

I appreciate your efforts to try and resolve the issue.  I would request you to contact our Support and our Support Engineers should be able to Remote into your computer and sort this out. HP Support can be reached by clicking on the following link: www.hp.com/contacthp/

[Uranumo]

Hi @Echo_Lake, 

This is urgent. On Friday evening I had followed the instructions ad given by Hp support on whatsapp to reinstall windows. I followed the windows Media creation steps on USB and did everything to the T. Now after the installation starts on reboot, and on the final step the error shows that the installation cannot continue to the next step. I have just one work laptop and I have got to start working early on Monday. Please let me know what the solutions are urgently or my work on Monday is seriously affected. Thanks on advance and I request your understanding. 

 

[Echo_Lake]

@Uranumo

Thank you for posting back.

Firstly, let's disconnect all connected USB and recovery media from your computer, then restart the windows to see the installation completed.

If that fails then you need to reinstall Windows OS. The HP Cloud Recovery Tool allows you to download recovery software to a USB drive. You can use the downloaded recovery image file in order to install the Windows operating system. 

• Click here: https://support.hp.com/in-en/document/c04758961#AbT3to perform System Recovery (Windows 10) 
• Click here: https://support.hp.com/in-en/document/c06162205 to Use the HP Cloud Recovery Tool (Windows 10)

Hope this helps! Keep me posted for further assistance.
Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

[Uranumo]

I have received support from HP. They did not let me know about deleting the partitions. It worked after I deleted the partitions. Regarding the performance, it seems to have become much faster when not plugged in now. I feel its the fact that there are not more HP softwares on the laptop also. 

In the long run I still need to track the performance. 

[Uranumo]

I do not know why the benchmark tests show that this is underpeforming for other systems with the same specs: 

I have a colleague who has the same issue and his laptop is also underperforming. It is very unfortunate.

[Echo_Lake]

@Uranumo

Thank you for posting back.

• HP does not recommend to use Third party measuring apps as they are not tested by HP and may not be accurate. 

I appreciate your efforts to try and resolve the issue. This sounds like hardware related issue with the computer as system is performing slow even after running system factory reset. And in order to fix this issue,  your computer needs to be serviced.  As we have limited support boundaries in the support community as of now. 

I would request you to reach out to our Support and our Support Engineers should be able to check the available service options in order to diagnose the computer physically.  HP Support can be reached by clicking on the following link:  www.hp.com/contacthp/​​​​​​​
 

Please feel free to contact us here anytime you need any further assistance. Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.