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‎08-07-2026 01:02 PM

HP Recommended
Product: HP ENVY 17.3 inch Laptop PC 17-cr0000 IDS Base Model

Unexpectedly my cursor freezes and cannot accept typing until I shutdown/restart computer. I have been told after 7 months of 'diagnostics' that problem is likely incompatible ssd drive and ram upgrade with non-HP products. (???) Tech cannot reproduce issue and has never seen it personally. Every time Laptop is returned to me, issue recurs immediately. Re-installed both Bios and Windows 11, to no avail. It has been suggested that I change out ssd drive and ram storage card with HP products. Does this make sense to ANYone?

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1 REPLY 1

‎08-09-2026 07:03 AM

HP Recommended

Hi  @Hfulcher01 
 
Welcome to the HP Support Community!

Thank you for reaching out, and I appreciate you sharing the details of the issue. I understand how important it is to have your HP ENVY running reliably, especially when the cursor and keyboard become unresponsive unexpectedly.

Regarding the suggestion about the SSD and RAM upgrades, while aftermarket components can occasionally introduce compatibility or stability concerns, it is difficult to determine this without further check . Since the issue continues even after reinstalling the BIOS and Windows 11, it would be helpful to gather a few more details before drawing any conclusions.

Kindly help us with the following information:

  • Does the issue occur during specific activities, such as web browsing, video streaming, gaming, or when the system is idle?
  • Are you able to move the cursor using an external USB mouse when the issue occurs?
  • Does the Caps Lock key LED respond when the system becomes unresponsive?

In the meantime, kindly try the following steps and confirm : 

  1. Run the HP PC Hardware Diagnostics UEFI: (Link for steps - click here )
    • Shut down the notebook.
    • Power it on and repeatedly tap F2.
    • Run the System Tests, especially the Memory and Storage tests.
  2. Update all drivers through HP Support Assistant: (Link for steps - click here )
    • Chipset
    • Graphics
    • Storage/Intel Rapid Storage Technology drivers
    • BIOS (if a newer version is available)

I hope this helps. 

I'm an HP Employee.


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