HP Envy 360 Ryzen keeps crashing

[Crawlerbasher1]

I have an HP Envy x360 Convertible 15-bq1xx laptop that keeps freezing when watching youtube and playing video games.
Also when watching youtube videos, some times the whole screen goes black and sound stops, before 2 seoucnds later where it carrys on with the video about 1 secound before the laptop blacked out.

Also when watching youtube or when playing games, it can freeze for a few secounds before returning to normal.

This is a brand new laptop thats just over a month old with all drivers and software up to date.

[Flower_Bud]

@Crawlerbasher1

Welcome to HP Forums,

This is a great place to get support, find answers and tips,

Thank you for posting your query, I'll be more than glad to help you out 🙂

As I understand, your notebook keeps freezing, 

Don't worry as I'll be glad to help, however, to provide an accurate resolution, I need a few more details:

Does this happen only on Youtube and while playing games?

Does your notebook freeze while working on documents or some files? 

Have you tried any troubleshooting steps? 

Have you tried playing YouTube videos from different web browsers? 

Here are a few steps you could try to resolve the issue: 

System Test: 

• Press the Power button to turn on the computer and immediately press the F2 key repeatedly, about once every second, until you see HP PC Hardware Diagnostics UEFI.
• From the UEFI main menu, click System Tests, then click Quick Test.
• Click Run once.
• While the test is running, the time remaining and test result for each component are shown on the screen. The test can take up to 15 minutes.
• If no system component failed, please go back to main menu and Exit from the screen

Update BIOS, Graphics and Chipset drivers from HP website: Click here

For more troubleshooting steps, refer to this link: Click here

Let me know how this goes,

Cheers!

If I have helped you resolve the issue, feel free to give me a virtual high-five by clicking the 'Thumbs Up' icon below,

Followed by clicking on "Accept as solution" from the drop-down menu on the upper right corner,

Thank you for posting in the HP Support Forum.  Have a great day!

[Crawlerbasher1]

BIOS and drivers are up todate and I've exprenced 1 game crash, no youtube or video crash.

Tryed using youtube on a diffrent browser, but still testing it.
There seem to be no issue when playing music, using software like Lightroom and Photoshop.
Pictures and other files work fine.

All updates have been applyed.

[Flower_Bud]

@Crawlerbasher1

Thanks for responding,

It’s great to have you back,

Did you check the system requirement of the games?

Have you tried playing other games?

I would suggest you check the system requirements of game.

This seems like a game issue and not the system issue since everything else is working fine,

Keep me posted,

Cheers!

[Crawlerbasher1]

The game is old, pre DirectX10.
Running on a DX9 and it worked on my old laptop with no problem which was on a hp Privillion sleekbook 14 (Windows 10)
Other games seem to work ok, but not played them as long as the one that keeps crashing.

[Flower_Bud · Accepted solution]

@Crawlerbasher1

Thanks for responding,

I would suggest you try playing other games to check how it goes,

Keep me posted!

[Crawlerbasher1]

After a few test it does seem that other games with long game play as not expreneced any crashes.
Using another browser (Firefox over google) seeems to have prevented video problems and crashes.

But more testing needed, but looking good so far.

[Flower_Bud]

@Crawlerbasher1

Thank you for the update,

I appreciate your time and efforts,

I'm glad to hear everything is working fine 🙂

You've been great to work with and it has been a genuine pleasure interacting with you.

You could continue working on your notebook and if you need further assistance, feel free to reach out to us 🙂

Take care now and do have a fabulous week ahead. 🙂