11-02-2019 05:40 PM
Hey, I recently bought HP Notebook 14 (dk0016no) and I have faced an odd malfunction.
Using web browser (mainly EDGE and Mozilla Firefox) causes for the browser to suddenly freeze, and after few seconds whole computer follows.
First the browsers window freezes, but the mouse moves smoothly still highlighting buttons in the task bar etc., and after a while the mouse starts stuttering and also stops moving. Clicking taskbar items however does nothing when i tried out of curiosity. Usually when the freeze happens I can hear the pc fan slowing down/turning silent also.
I'we noticed this problem occurs more on pages heavy with videos, gifs, ads etc. however it has happened allso on mostly text based sites with just few ads or so.
Any idea whats causing this?
Only thing that works dusing freeze is hard reset holding the power button down for few seconds. It feels odd as the pc is otherwise capable of running low key games and software pretty well, but browsers causes a collapse.
11-05-2019 01:13 PM
Welcome to HP support community.
Have you attempted to perform a hard reset?
Did you run a hardware test on the device?
While you respond to that, here's what I recommend you do:
First, let's start with performing a hard reset on the PC to release any excessive static/power that could have caused the issue.
Turn off the computer.
Disconnect all external connected peripheral devices such as USB storage devices, external displays, and printers.
Unplug the AC adapter from the computer.
Press and hold down the Power button for about 15 seconds to drain any residual electrical charge from the capacitors that protect the memory.
Press the Power button to turn on the computer.
If a startup menu opens, use the arrow keys to select Start Windows Normally, and then press the Enter key.
Second, you can check if there is Bios update available for your PC, here is the link to download.
Performing a test on the Hard drive as well as on the Memory from the Hardware diagnostics:
Hold the power button for at least five seconds to turn off the computer.
- Turn on the computer and immediately press Esc repeatedly, about once every second. When the menu appears, press the F2 key.
On the HP PC Hardware Diagnostics (UEFI) main menu, click System Tests.
Click Extensive Test.
Click Run once, or Loop until error.
While the test is running, the time remaining and test result for each component are shown on the screen. The test can take 2 or more hours to complete.
If the diagnostics are not available when using the F2 menu, run the HP PC Hardware Diagnostics from a USB drive. To download the latest version of the diagnostics, go to the HP Hardware Diagnostics website. For instructions, see Testing from an external USB device.
Depending on the test results, If the test passes then I would suggest you perform a complete system recovery.
Note: Recovery will wipe off everything from the computer. If you have anything important get in touch with some local stores to get your data backed up.
Click here to know: How to perform each step.
For more details, you can try these documents as well.
Let me know how it goes.
To thank me for my efforts to help you, please mark my post as an accepted solution so that it benefits several others.
I am an HP Employee