My laptop keeps freezing

[ffazal]

My laptop first started acting up when it started behaving very slow, bare in mind I have only had this product for 4 months. It then started having occasional freezes that would pass. I after this happened I did all the nesscery scans thinking its malware. I used both Mcafee and Malwarebytes. I found one threat on Malwarebytes so thought that would be the end. But then the problem got alot worse, to the point now I can only get as far as only logging in then it crashes. I am even unable to shut down since its crashed. My laptop is now practically useless, and the screen just blackens. 

[Jeet_singh]

Hi @ffazal,

Thank you for visiting the HP Forums! A great place where you can find solutions for your issues with help from the community! I came across your post and wanted to assist you. I see from the post that you are having issues with the laptop keeps freezing. Don't worry as I have a few suggestions which should help you resolve this issue.

To provide you with an accurate solution, I'll need a few more details:

• Does it freeze on the internet?
• Does it freeze while opening and working with several programs?
• Have you tried any troubleshooting steps on your own?
• Could you provide me with the Product number and the Operating system installed on the PC? (Ensure you do not share any of your personal information such as serial, phone number, email ID, etc...) http://hp.care/2bygf7l

Perform a Hard reset on the notebook: A power reset (or hard restart) clears all information from the computer's memory without erasing any personal data. Performing a power reset might fix conditions such as Windows not responding, a blank display, software freezing, keyboard stops responding, or other external devices locking up.

Next thing, I would suggest here is to run an extensive test on the System diagnostics as well as an extensive test on the Hard drive and Memory from F2 (Please capture the failure ID for further assistance).

If any of the tests fails, please replace the failed component or contact our phone support for the service options available. 

If all the tests pass. Please restart the computer. 

Run HP Support Assistant to make sure all the drivers are updated. Click here. 

Also, make sure all the Windows updates are installed on your computer. 

If it freezes, I would suggest that you try all the prescribed steps from this link: https://support.hp.com/us-en/product/hp-15-ay100-notebook-pc/12499456/model/12930276/document/c05207... for slow performance issues.

Also, it is important to check what processes are running in the background when it freezes and disable unnecessary programs and processes. Please perform all the steps from this link: http://support.hp.com/us-en/document/c03671001 for task manager issues that hamper the performance of the computer.

The trick is to perform all the steps from both these links patiently as it is critical to try and resolve the issue. I am not trying to burden you with a lot of troubleshooting. Instead, I am trying to furnish you with more resources and information to ensure that you are better equipped to try and resolve the issue. Please update the bios from this link: http://hp.com/drivers if it has not been done yet. Please run virus and spyware scans on the computer with an updated antivirus software also.

Hope this helps. Let me know how this goes. I genuinely hope the issue gets resolved without hassles and the unit works great.

Take care now and have a superb week ahead!

[ffazal · Accepted solution]

I have found a solution. Device was defective. A collection has been arranged. Thank you