continuous freezing on my new hp laptop

[aliface]

hello to everyone.

I just buy a brand new hp laptop. it' s an i5 8265u with a mx110 invidia graphic card. Since day 1 I get this problem: everyday, at least 2 time days. completely randomly the computer freeze. if there is audio it loops, and I can only hard reset with power button. I go in the error registry to check it out what it can be. but no error is signed before the freezing. only a critical error that says that I hard reset the device. I try to delete all apps, recovery to day 1, update driver, clean the registry with some programs. but then it happen again. maybe there is more possibilities that it happen during I play videos but I'm  not sure. someone can help me? is that type of problem covered with warranty? ah I have everything clean now, no antivirus and no firewall, only the windows program on it. thank you and best reagards

[Riddle_Decipher · Accepted solution]

@aliface 

Welcome to HP Community!

here's what I recommend you do:

First, let's start with performing a hard reset on the PC to release any excessive static/power that could have caused the issue. 

1. Turn off the computer. 
2. Disconnect all external connected peripheral devices such as USB storage devices, external displays, and printers. 
3. Unplug the AC adapter from the computer. 
4. Press and hold down the Power button for about 15 seconds to drain any residual electrical charge from the capacitors that protect the memory. 
5. Press the Power button to turn on the computer. 
6. If a startup menu opens, use the arrow keys to select Start Windows Normally, and then press the Enter key. 

Second, you can check if there is Bios update available for your PC, here is the link to download. 

Performing a test on the Hard drive as well as on the Memory from the Hardware diagnostics:  

1. Hold the power button for at least five seconds to turn off the computer.

2. Turn on the computer and immediately press Esc repeatedly, about once every second. When the menu appears, press the F2 key.

3. On the HP PC Hardware Diagnostics (UEFI) main menu, click System Tests.

4. Click Extensive Test.

5. Click Run once, or Loop until error.

   While the test is running, the time remaining and test result for each component are shown on the screen. The test can take 2 or more hours to complete.

   NOTE:

If the diagnostics are not available when using the F2 menu, run the HP PC Hardware Diagnostics from a USB drive. To download the latest version of the diagnostics, go to the HP Hardware Diagnostics website. For instructions, see Testing from an external USB device.

Depending on the test results, If the test passes then I would suggest you perform a complete system recovery.  

Note: Recovery will wipe off everything from the computer. If you have anything important get in touch with some local stores to get your data backed up. 

  

Click here to know: How to perform each step. 

Keep me posted,

If the information I've provided was helpful, 

give us some reinforcement by clicking the solution and kudos buttons, 

that'll help us and others see that we've got the answers!

Good Luck.

[aliface]

Thank you for the reply. I just do the 15 sec stuff and update the bios.. Apparently it start to work fine! I'll test the laptop a little bit more and if it didn't happen again I'll mark the reply as resolved! Thank you! 

[Riddle_Decipher]

@aliface That's awesome, take your time and keep us posted,

have an awesome day, ahead.

[aliface]

Now I can officaly say that the freezing problem is officialy resolved! thank you very much!

[Riddle_Decipher]

@aliface Thank you for the update,

I appreciate your time and efforts, 

I'm glad I could contribute to identifying and leading you towards the solution.

Thanks for honoring us by accepting our post as the solution, as it helps the community grow.

You can always click the "Thumbs Up" button to give me a Kudos,

Take care and have an awesome week ahead.