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TheToastMaster
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Message 1 of 6
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Laptop Freezes While Typing

HP Recommended
Spectre x360 14-ea0023dx
Microsoft Windows 10 (64-bit)

I have had this issue since purchasing my laptop in July of this year. My laptop will frequently completely lock up when typing for extended periods of time. To define "lock up," this is what I can observe when the issue happens:

  • Video completely freezes
  • Audio slows and seems to skip, then completely cuts out
  • The keyboard stops registering inputs. The single character that I had typed just before the computer froze is never registered.
  • The network card disconnects from WiFi

 

Checking Windows Event Viewer shows numerous errors at the exact time of the lock up. By category and then in chronological order:

  • Keyboard:
    - i8042prt Information: Event ID 11 - "The ring buffer that stores incoming keyboard data has overflowed (buffer size is configurable via the registry)."
  • Embedded controller:
    - ACPI Error: Event ID 13 - "The embedded controller (EC) did not respond within the specified timeout period. This may indicate that there is an error in the EC hardware or firmware or that the BIOS is accessing the EC incorrectly. You should check with your computer manufacturer for an upgraded BIOS. In some situations, this error may cause the computer to function incorrectly."
    - IntcOED Error: Event ID 258 - "The wait operation timed out."
  • Network:
    - Netwtw10 Error: Event ID 5007 - "TX/CMD timeout (TfdQueue hanged)"
    - Netwtw10 Error: Event ID 5005 - "Intel(R) Wi-Fi 6 AX201 160MHz : Has encountered an internal error and has failed."
    - Netwtw10 Error: Event ID 5032 - "Driver Miniport reset watchdog"
    - Netwtw10 Error: Event ID 5010 - "Intel(R) Wi-Fi 6 AX201 160MHz : The network adapter has returned an invalid value to the driver."
    - Netwtw10 Error: Event ID 5002 - "Intel(R) Wi-Fi 6 AX201 160MHz : Has determined that the network adapter is not functioning properly."
    - NDIS Error: Event ID 10317 - "Miniport Intel(R) Wi-Fi 6 AX201 160MHz, {<the device's ID>}, had event Fatal error: The miniport has detected an internal error"

 

Things I have already tried:

  • BIOS updates (PC is fully up to date with all available Windows updates as well as all HP firmware/BIOS updates)
  • Changing registry key for the keyboard ring buffer (this made no difference, so I reverted this change)

Any ideas? Has anyone else had this problem? I have looked online but not found much info aside from "install BIOS updates."

5 REPLIES 5
praveenbv
HP Support Agent
HP Support Agent
6,228 6,226 274 345
Message 2 of 6
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HP Recommended

Hi@TheToastMaster,

 

Welcome to the HP Support Community!

 

I understand you have freezing issues with your PC.

 

Don't worry I'll try to help you out.

 

Did you make any hardware or software changes on your PC?

 

Try updating the BIOS and chipset driver on your PC and check if it helps.

 

 

1.Updating the BIOS  & Windows updated

 

You can try updating the drivers using HP support assistant.

 

Refer this article to know more information about using HP support assistant.

 

If the issue still persists after trying out the steps try the steps recommended below.

 

Use the steps in this section to help find the cause of the lockup:

Disconnect all devices to the PC with the exception of keyboard and mouse and/or monitor required for minimal use.

Remove any discs from the CD/DVD drives.

If Windows becomes active again, clean, repair, or replace the disc. Troubleshooting is complete.

If the lockup persists, continue troubleshooting using these steps.

While holding down the Alt key on the keyboard, press the F4 key to close the application.

If Windows becomes active again, the problem is related to an application. Save your work and restart the computer. Remember the name of the application that stopped responding or caused the error. Update or remove applications that continue to lock up. Troubleshooting is complete.

If the lockup persists, continue troubleshooting using these steps.

Press the Ctrl+Shift+Esc keys to open Task Manager.

Review the list of applications under Processes and look for applications that have stopped responding. Make a note of the names of those applications or programs.

Select an application that is not responding, and then click End Task.

A Microsoft Windows error message might appear: Windows Explorer has stopped working. Windows may check to see if there is a solution for the problem or prompt you to close the program. Or, if you see If you can’t see the taskbar and desktop icons, press Windows key and type Explorer….”

If you can’t see the taskbar and desktop icons, press the Windows key and type Explorer in the field and click OK to restart File Explorer.

Continue clicking End Task for applications that are not responding until all unresponsive applications are removed from the list.

 

Refer this article to further troubleshoot lock up or freezing

 

Hope this helps! Keep me posted.

 

Please click “Accept as 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!

Have a great day! 

 

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TheToastMaster
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Message 3 of 6
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Hi, thank you for your response.

 

I have not made any hardware changes to my PC, but I have installed all Windows software updates.
I also installed all HP BIOS and driver updates through HP Support Assistant.

 

The issue persists regardless of what devices I have plugged in to the laptop. Alt + F4 and Ctrl+Shift+Esc are unresponsive, as is Ctrl+Alt+Del.

 

I have run SFC and CHKDSK as well. Because this issue first occurred when the PC was brand new and thus far no software updates have fixed it, I don't believe it to be the result of an OS corruption. I read somewhere that this may be an issue with Tiger Lake.

 

I have also run HP's tune-up software, HP's performance diagnostics, and Windows troubleshooters pertaining to the issue, but made no progress so far.

 

These next two issues are tangentially related but may be of some use:
    Firstly, I previously spoke to an HP support technician about a fault in this laptop's OLED panel (the left side of the screen is tinted green on darker colors) and we determined that this was a hardware issue.
    Secondly, I am experiencing DPC latency issues when the laptop is connected to an audio interface or a dock through either Thunderbolt port.
Again, I'm not sure if this is indicative of a fault with this particular laptop or a larger issue with HP's hardware and Tiger Lake.

 

I plan on sending this laptop to HP to have the OLED screen repaired in Winter of this year - so perhaps that will fix this issue too. Otherwise, let me know of any ideas you may have. Thanks again!

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praveenbv
HP Support Agent
HP Support Agent
6,228 6,226 274 345
Message 4 of 6
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HP Recommended

Hi@TheToastMaster,

 

I recommend you follow the below steps and check if it helps.

 

  1. Turn off your HP laptop.
  2. Disconnect all external devices (printers, USB drives, etc.) from your computer.
  3. Remove all recently added internal hardware.
  4. Press the Power button to switch your HP laptop on.
  5. Once your unit starts booting, immediately press the F11 key. Repeatedly press it until you see the Choose an Option screen.
  6. Select Troubleshoot.
  7. Choose Reset this PC.
  8. You can either opt to keep your files or to remove everything.
  9. Select Keep My Files when you want to retain your data. Once you click Reset, your operating system will be reinstalled. The process may take a while.
  10. Choose Remove Everything when you want to remove all your personal files.
  11. You can opt to remove everything solely on the drive where your operating system is installed. On the other hand, you can click All Drives when you do not want to retain any data.
  12. You can also fully clean the drive you selected or just remove your files.
  13. Click Reset.

Hope this helps! Keep me posted. 

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VH2000
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Message 5 of 6
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HP Recommended

Try this before you start the F11 procedure

DISM.exe /Online /Cleanup-image /Restorehealth

 

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praveenbv
HP Support Agent
HP Support Agent
6,228 6,226 274 345
Message 6 of 6
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Hi@VH2000,

 

You have done the basic troubleshooting as per the document and the notebook needs to check to get to know its hardware is faulty, not a software issue.

 

I'd suggest you contact HP in your region regarding the service options for your computer or HP Chat Support Team.

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