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‎03-18-2021 11:35 AM

HP Recommended
Product: Envy x360 ay0045au
Operating System: Microsoft Windows 10 (64-bit)

I've recently got the Envy x360 13.3 AMD 4500U variant. The laptop's cursor keeps on freezing from time to time. Please can someone tell what to do should I contact customer care? 

Also it once failed to detect that it was in tablet mode and would not auto rotate. If I just restart the machine it starts to work fine until the next time. 

1 person had the same question
1 REPLY 1

‎04-28-2021 07:16 AM

HP Recommended

I had the same problem with Envy15 ee0000 AMD 4700U since I got it 5 days ago. 

The fix for mouse lag, intermittent freeze, UI random freeze, and the like on google didn't work. 

Many recommend reinstalling Windows and I was ready to take it as the last resort.

 

Then, I noticed that the graphic driver preinstalled is the old one from last year. So I went to AMD page and got the "Auto-Detect and Install". Ran it and installed the latest Adrenalin 21.4.1 with the "factory reset" option.

Restarted the Windows, the UI freeze problem was still there. "AMD Radeon software" opened normally.

Restarted the Windows again, "AMD Radeon software" didn't open with an error message of driver version mismatch.

 

I double-checked the driver version of the "Display adapters" in the Device Manager, surprisingly it was still the old one.

So I ran the AMD installer again without the "factory reset" option.

Restarted the computer, checked the driver version - correct,  "AMD Radeon software" opened normally again.

The UI freeze problem has gone away for 48 hours.

 

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