two months ago the same exact problem started again.

[Suzy113]

I took this lap top to a local Best Buy, worked over the phone with an HP consultant who tried multiple things to correct the issues.  After over an hour of working on it, it was decided it was best to have the device sent back to HP. I did this, the device was returned to me and it was working properly.  IF you review the notes from this case, the device started doing the same thing again, it started approximately 3 months ago. Unfortunately I have not been able to connect with anyone for assistance.  Please help

[Irfan_06]

Hi @Suzy113,

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.

To understand the issue and help you, please share the details listed below:

Note: Do not share any of your personal information such as serial number, phone number, email ID, etc., on your public post.

- Error messages (if any) on the unit. Elaborate the issue to assist you further.

- When was the last time it was working fine?

- Were there any changes made to your laptop recently?

Take care and have a great day ahead!

Irwin6

HP Support