02-03-2017 03:35 AM
I am able to turn my laptop on and it allows me to log on then it runs for about 1 minute. After this it completely slows down and eventually freezes. The screen locks up before going completely black.
I have tried to run diagnostics but I am unable to reach it before it freezes. Meaning I am not sure whether it could be a software or a hardware problem. Any suggestions on what I need to do to resolve this?
Any help will be much appreciated.
Solved! Go to Solution.
02-03-2017 02:35 PM
Good Day! Thanks for taking an interest in the HP Support Forums! I read your post about the computer freezing and locking up before the perhaps shutting down. I will be delighted to assist you here. 🙂
Fabulous diagnosis and superb analysis of the issue before posting. Kudos to you on that score. It is always a privilege to work with technical specialists like you. 🙂
You are a valued HP customer and it is paramount to assist you here. We greatly appreciate you for doing business with HP.
For better clarity and to assist you better I would require more information regarding this:
- Did this begin recently after a software or windows 10 update?
- Did you try performing a hard reset before attempting to run diagnostics?
Please perform a hard reset first from this link: http://support.hp.com/us-en/document/c01684768
Before trying this link for diagnostics perform these steps to get to the diagnostics page:
- Hold the power button for at least five seconds to turn off the computer.
- Turn on the computer and immediately press the F2 key repeatedly, about once every second.
- The HP PC Hardware Diagnostics (UEFI) main menu is displayed
- Then please try to run complete system diagnostics from this link: http://support.hp.com/in-en/document/c03467259
Please run complete system diagnostics from this link to isolate the issue to being hardware or software related. It takes 2 hours to run.
If any component fails, then a failure code is displayed. Please make a note of it and contact HP phone support to get the unit serviced. If the unit shuts down or freezes as well during diagnostics, please contact HP phone support.
Steps to contact HP phone support:
- Step 1. Open link: www.hp.com/contacthp/
- Step 2. Enter Product number or select to auto detect
- Step 3. Scroll down to "Still need help? Complete the form to select your contact options"
- Step 4. Scroll down and click: HP contact options - click on Get phone number, Case number and phone number appear.
- They will be happy to assist you immediately.
- If the unit is under warranty, the manufacturer’s warranty should take care of it for you.
If the diagnostics pass please try a system restore to an earlier time before the issue started from this link: http://support.hp.com/us-en/document/c03327545 and follow the steps in the option “Restore your computer when Windows cannot start normally”
If this does not fix the issue and does not boot the computer into windows then please perform a system recovery to factory settings from this link: http://support.hp.com/in-en/document/c04758961
Please follow the option “Recovery when Windows 10 does not start correctly”
Hope this helps. Let me know how this goes. I genuinely hope the issue gets resolved without hassles and the unit works great. 🙂 Please reach out for any issues and I'll be there to assist you. 🙂
To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help.
If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles. 🙂
Take care now and have a splendid week ahead. 🙂
I am an HP Employee
02-06-2017 04:22 AM
Thanks for the help and the the answer to both those questions is no.
Managed to run diagnostics and turns out its a failure of the hard drive short DST. Is it possible for me to solve it at home or do i need to send it in for replair? If its a repair job do you have any idea how expensive it might be for something like this?
02-06-2017 04:59 PM
You're welcome. 🙂
As DavidSMP is out of office, I'm replying to you. I appreciate you taking your valuable time to troubleshoot.
I recommend you to contact HP phone support to explore the hardware service options for your laptop for the hard drive failure. Phone support will check and let you know the cost involved to get the hard drive replaced.
Feel free to let me know if you have any questions. Cheers!