performance issue with hp envy360

[kattyyxxx]

Hi I am having an issue with my laptop crashing to a black screen when I run things such as the Netflix app, as well as youtube and when I am trying to video call. When it crashes I have to hard restart my device with the on/off button. 

I have also had issues with crashing when using video editing and 3D rendering software. 

I have had this issue since I purchased the laptop but the inability to video call has spurred me to find a solution. 

I hope you can help. 

Thank you 

[The_Fossette]

@kattyyxxx

I reviewed your post and I understand that the computer is crashing when you open YouTube or Netflix.

Don’t worry, I assure you I will try my best to get this sorted.

What is the product number of your computer?

Meanwhile, I recommend you update the BIOS and the graphics driver from the below link and check if it helps.

https://support.hp.com/in-en/drivers

Let me know how it goes and you have a great day!

P.S: Welcome to the HP Support Community 😊

If you wish to show appreciation for my efforts, mark my post as Accept as Solution. Your feedback counts!

Cheers!

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