i bought a HP ENVY 17.3" Touchscreen Laptop - 13th Gen Intel Core i7-1355U - GeForce RTX 3050 -

[JoeS-111]

i bought a 

HP ENVY 17.3" Touchscreen Laptop - 13th Gen Intel Core i7-1355U - GeForce RTX 3050 - 1080p - Windows 11 on 12/17/23, everything seemed to work and run fine but the internet connection was dropping frequently so i switched over to Ethernet and that seemed to work better but soon began to drop the internet connection regularly also, so i called support in India 1(800) 836-3963. i explained my situation to the HP rep. he sent me an email that would use my iphone camera so he could see my computer screen as he guided me through a 1.5 hour computer check. he had me going from program to program checking boxes. I thought that was pretty good since i didn't realize that i wasn't using the full potential of my L-Top. Then out of nowhere my screen turned blue then shut down the restarted again and the HP rep told me that i needed to send him $50 for a  "External Recovery Device". it looks like a memory stick but it holds the software that my computer came with. Now my L-Top turns blue shuts down all the time. Is it normal practice for HP to have one of their Reps. screw-up a Brand New Expensive  computer, charge you $50 for a External Recovery Device then tell you to call back and pay for professional Technician to help you fix a Brand New Computer that you have only used for 20 days? Should i take it back to Costco or try to find a "non-robotic" HP rep. that understands that HP is responsible to stand by their product and help me get this taken care of? Thank you, Joe.

[JoeS-111]

Hi @joe-111,   Welcome to HP Support Community. Thank you for posting your query, I will be glad to help you.   I see that you are facing an issue with your laptop that is not booting into windows. Follow the below steps to fix the issue.   -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.   -Install all the pending updates for the Windows operating system following the below steps.   Go to Start > Settings > Update & Security > Windows Update and select Check for updates. If the upgrade is available for your device and you want to proceed, download and install it.   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 good day.   Irwin6 HP Support

[JoeS-111]

Hello Irwin, thank you for helping. What happened was, I called support on 1/9/24 because my new computer wasn't holding the internet connection. The HP Rep. then went through a long and thorough check of what seemed like everything on my L-Top which I think was good because there were a lot of things that were still on "disabled" or not up to date and he guided me through the process of making all of the features my computer came with available and ready to use. As we were going through Feature Updates, Quality Updates, Driver Updates, Definitions Updates & Other Updates the screen suddenly turned Blue " Your Device Ran Into A Problem And Needs To Restart." (Stop Code: DRIVER_IRQL_NOT_LESS_OR_EQUAL) "What Failed: rtux64w10.sys)

So, now my computer starts and loads Windows and seems to work fine then it will suddenly turn Blue and Shut Down then Restart again. This will happen 4-5 times in a 3-4 hour span while I'm on my computer during the evening. I looked back at my "Windows downloads & Updates" Specifically looking for the date 1/9/24 which is when I was on the phone with the HP Rep. Then I went to " Windows Update - Update History - Uninstall Updates" There are only 2 Updates available to Uninstall from 1/9/24. Windows (KB5033920) & Windows (KB5034123). I'm afraid to Uninstall anything because I'm not a Tech and not sure what might happen. Do you have any new recommendations or do you want me to follow your previous directions? Thank you very much, Joe. 

ps, Not Worried about losing internet connection, it seems to have subsided. 

[Irfan_06]

Hi @JoeS-111,

Welcome to the 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 that shuts down intermittently and i see that you have already gone through most of the troubleshooting steps.

Please follow the steps below to perform an extensive system test to confirm if the hardware is working fine.

1) Shut down the computer.

2) Turn the computer back on again and repeatedly tap on the ESC until a Startup menu appears.  

3) Press F2 once.  

4) Go to the system test > extensive test

If the hardware is working fine. Please click on this link to perform a recovery on your Laptop.  (Take a backup of the data before performing a recovery)

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