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Message 1 of 2
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laptop freeze even when idle

HP Recommended
HP Notebook - 15-af100nf (ENERGY STAR)
Microsoft Windows 10 (64-bit)

Hi everyone,

I post here because I don't know what to do about this laptop, I'm not a professional but I'm documented enough to usually troubleshot and fix commons issues but I never faced this one.

First the laptop specs :

Laptop name is : HP Notebook - 15-af100nf (ENERGY STAR)

CPU + graphics : APU AMD Dual-Core E1-6015 with Radeon R2 graphics

RAM : 4 GB DDR3L SDRAM

Os : Windows 10 Home 64

If you need more specs feel free to ask or to check the laptop spec on hp website.

I don't really know where to start so I'll explain how the pc was when I got it and what I tried :

When I first got the pc in hand the first things I saw was a lot of freeze (the whole computer would freeze for 2/3 seconds every 10/30 seconds) also in task manager I saw that the CPU was at 99/100% usage almost all the time.

At first I though it might be because of all the bloatware and other craps that old peoples seem to love to install or some malware (the user told me he had viruses problem previously).

So my first try was to reinstall windows using the built in reset feature (Settings app, Update & security, Recovery) with the option to remove everything. It didn't really worked and the computer was experiencing the same issue (even after updating windows and installing drivers)

So I tried again by creating a w10 usb key using w10 iso provided by Microsoft website. Still same problem. Only difference is tha the CPU is around 50% usage when idling, but same freeze as when I first got the laptop.

Also one weird things I noticed is that the computer run smooth when I launch windows in safe mode.

So this is where I am atm with this laptop, do you have any idea on what may be the issue ? I think the fact it run well in safe mode might help me in some way but I don't know how to use it to troubleshot what's wrong. Ofc I'm here to give supplementary information and run any sort of test you might need to help further.

Thank you for taking the time to read me

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HP Support Agent
HP Support Agent
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Message 2 of 2
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HP Recommended

@Sylicis

Thank you for posting on HP Support Community.
 

Don't worry as I'll be glad to help, I have a few troubleshooting steps we could try to fix the issue:  

I appreciate your efforts to try and resolve the issue. I would suggest performing system factory reset will put the computer back to the original factory settings in this way all corrupted and outdated software will be removed. 

 

While doing the recovery there is an option to backup your personal files. If you have not previously done one now is a good time. 


Restoring Files that were Backed Up Using HP Recovery Manager (Windows )You can also contact HP support for assistance. They can remotely access your system to help alleviate difficulties: www.hp.com/contacthp/

 

The HP Cloud Recovery Tool allows you to download recovery software to a USB drive. You can use the downloaded recovery image file in order to install the Windows operating system. 

Hope this helps! Keep me posted for further assistance.
Please click “
Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

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I am an HP Employee

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