Windows 11 Envy x360 crashes every day

[Here2Day]

My laptop is fairly new (October 2023) and crashes almost every day and often several times a day since the very beginning.

It crashes often just after powering up and unlocking Windows (with my face or PIN), but also randomly while working. I don't game, so this is normal low-memory, low CPU activity like Firefox browsing.

Usually it just freezes or spontaneously restarts the laptop. This happens almost every day and often 2-4 times a day.
Sometimes it crashes immediately after restarting after a crash and then works on the second restart attempt.
Rarely, there's some minimal pixillation with a freeze.
It doesn't crash with a blue screen, so there are no error messages to report.
Rarely, I'll get a blue screen after restart, telling me the Windows didn't load properly (it then restarts fine on the second attempt).

I've tried all the advice from the HP Support Assistant app, short of a new install of the Windows. (A windows re-install hasn't helped others with this problem in this forum. See further below.)

For example, I ran About HP Performance Tune-up Check

• Deleted system temporary files.

• Deleted system prefetch files.

• Executed a system file checker; passed all the tests.

- HP PC Hardware Diagnostics UEFI; (including Short and Long DST (drive self test) (UEFI, latest version); passed all the tests.

and the various Virtual HP Support Assistant steps (updated BIOS, etc.)

From settings/system information:

OS Name: Windows11 Home

Version: 10.0.22631 Build 22631

System Model: HP ENVY x360 2-in-1 Laptop 15-fh0777ng i

System SKU (HP product number): 8C4U6EA#ABD

BIOS Version/Date: Insyde F.07, 3/4/3034

From my device manager:

I installed the following "optional" driver updates:

I checked events in the Device Manager for AMD Radeon Graphics (Driver version 31.0.21910.6001, Driver Date 4/15/2024; Device Status: "This device is working properly") and got the following "Device not started" message. In the same second, it logged two "device configured" events:

From the Information window shown in the above screenshot:
Device PCI\VEN_1002&DEV_15E7&SUBSYS_8BE9103C&REV_C4\4&2495e73&0&0041 had a problem starting.
Driver Name: oem51.inf
Class Guid: {4d36e968-e325-11ce-bfc1-08002be10318}
Service: amdwddmg
Lower Filters:
Upper Filters:
Problem: 0x0
Problem Status: 0xC00000E5
(Event ID: 411, Task Category: None)
Here is a screenshot of the View All Events (button at the bottom of the above screenshot):

I then used https://www.amd.com/en/support/download/drivers.html to Auto-Detect and update the Radeon driver. It gave me these options:
Recommended drivers offer the best stability and have been certified by Microsoft®.
Optional drivers are the most up to date and offer the latest features and bug fixes.
I chose the recommended Adrenalin 24.3.1 upgrade (without including the Factory Reset option).

It updated the following:

Other folks posting this same issue on this forum say things like:
"HP win 11 laptop crashing and bluescreen error, almost 4-5 times a day. Factory reset did not help. Have contacted HP support team 6-7 times, they keep repeating the same things. Already reset the laptop 2 times using the HP cloud recovery method." (Their problem appeared not to have been solved in this thread.)
https://h30434.www3.hp.com/t5/Notebook-Operating-System-and-Recovery/HP-win-11-laptop-crashing-and-b...

A second person posted that they "replaced the entire OS. Brought it home, and after about an hour of setting it back up, it happened again." https://h30434.www3.hp.com/t5/Notebook-Boot-and-Lockup/HP-Envy-x360-15-EE109-Crashes-and-Randomly-re...

The above poster wrote: "I remembered that it didn't mess up at the store, so I thought I might try it without the power cord. So far it has not messed up. I see other post on the hp site that stated they too had issues with the power cord, but that it worked without the power cord." (The HP Support Agent's response was a private message, so I can't see if that helped.

By the way: If you have the ability to forward this issue to HP software or diagnostics developers, I think it would be important to address as a general solution, rather than waiting until a customer has such a poor experience with HP products. Indeed, I waited months before posting here in the hopes that an HP diagnostic or a Windows update would take care of this issue in the eight months since I bought my Envy. I now see in this community that several others have had this problem going back several years. This is a disaster for word of mouth about HP: as I imagine it, a hundred satisfied customers won't tell their friends and family that they happen to have an HP laptop, but one with this problem will mention it every time laptops or home office comes up in conversation. Doesn't it make sense to prioritize this "customer experience" reputation nightmare? Even if this is a Windows problem, it is still an HP customer experience issue.
BTW: the first poster I quoted above ended their post with " I have wasted 20-30 hours trying to fix this issue. DO NOT BUY HP Laptops."
Another wrote: "My Envy (bought only this year) drives me crazy. ... Envy crashes every day"
A third poster wrote: "(I ran all the tests and) everything passed. I am thinking I should just return the laptop as it is within warranty and I can't keep running tests on it which come back PASSED but it keeps crashing on me."

This last paragraph of "friendly advice" aside, I really would appreciate your help here 🙂

[Nal_NR · Accepted solution]

Hi @Here2Day,

Welcome to the HP Support Community. 

I'd be happy to help you! 

Excellent description and a great diagnosis. It is greatly appreciated.           

I would request you to contact our HP Support Engineers who should be able to sort this out. HP provides repair or service options as well. Hence I encourage you to contact HP support.

For that to happen, we will give you additional instructions/information via Private Message.

Please check your inbox on the forums page for the private message.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

[Here2Day]

Thank you, Elohi_NR!