Technical Issues with HP Envy 16-inch Laptop (754F7AV)

[prommySH]

Dear,

My name is Prommy, and I recently purchased an HP Envy 16-inch Laptop PC (16-h1000, 754F7AV) in July 2023. I have been experiencing persistent issues with the laptop's performance, and I am reaching out to seek assistance in resolving these matters.

Primarily, I use the laptop for academic purposes, particularly for coding in Python, C, and SQL. However, over the past four months, I have encountered a recurring problem. The laptop exhibits a 4-minute screen freeze, during which the touch screen becomes unresponsive. Subsequently, the mouse pointer becomes fixed at a specific spot on the screen, rendering it immovable. After this brief period, the system returns to normal functioning.

Unfortunately, the situation has escalated, and the laptop now freezes entirely. During these episodes, neither the internal nor external keyboard and mouse are responsive. Manual restarts have become the only means to restore the system's functionality.

I am writing to seek guidance on how to address this issue promptly. Given the nature of my academic work, a reliable laptop is crucial, and these interruptions are severely impacting my productivity.

Could you please advise on potential solutions or steps I can take to resolve this matter? Your prompt attention to this concern is greatly appreciated.

Thank you for your assistance.

Sincerely,

[Irfan_06]

Hi @prommySH,

Welcome to HP Support Community.

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

I see that you are facing an issue with your Laptop freezing.

-Perform a power drain on your PC.

1) Unplug the power cord from the PC & wall.

2) Disconnect the power cable from the AC adapter if it is a detachable part and keep it aside.

3) Press and hold the power button down for 15 seconds and release the power button, wait for about 30 seconds.

4) Plug the power cord back into the AC adapter, then connect it to the wall and to the charging port on your PC.

5) Power on the PC and check if it boots into Windows now.

-Update the BIOS for your PC by clicking on the link.

Make sure you keep only the charger plugged in while updating the BIOS for your PC.

Click on the + sign next to BIOS and then download the file.

Open the file and follow the on-screen instructions to complete the update.

Kindly refer to the steps on this link and let me know if that resolves the issue.

Please click “Accepted 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!

I hope this helps.

Take care and have a great day ahead!

Irwin6

HP Support