Frozen laptop

[Excel6]

I’m using a Hp pavilion x360 and this just has to be the worst thing ever, last year my laptop refused to connect to any WiFi and I couldn’t work on it for two days, on the third day it connected to the WiF. Was watching something on YouTube and got a phone call, on coming back I noticed the video had stopped playing. I try checking it out but the laptop is frozen, the keyboard isn’t working so I can’t shut it down, it was charging so I removed the charger but it’s still showing the charging sign. It’s not working at all, I need help cause this laptop is driving me crazy! Mind you I got it barely two years ago brand new 

[Max3Aj]

@Excel6, Welcome to HP Support Community. 

Thank you for posting your query, I will be glad to help you. 
It sounds like your HP Pavilion x360 has completely frozen, and since the keyboard isn’t responding, a forced restart is your best option. Try the following steps:

Step 1: Force Restart

• Press and hold the power button for at least 15 seconds until the laptop shuts down completely. Wait a few seconds, then turn it back on.

Step 2: Disconnect External Power

• If your laptop doesn’t turn off by holding the power button, try this:
  1. Unplug the charger.
  2. If the battery is removable, take it out and hold the power button for 30 seconds to drain any residual power.
  3. Reinsert the battery, plug in the charger, and try turning it on.

Step 3: Hard Reset (if it keeps freezing)

If the issue persists, try a hard reset:

1. Turn off the laptop.
2. Disconnect all peripherals (USB devices, external drives, etc.).
3. Press and hold the power button for 30 seconds.
4. Turn the laptop back on and check if it works normally.

Step 4: Run Diagnostics (if it boots up)

HP laptops have built-in diagnostics. To check for hardware issues:

1. Turn off the laptop.
2. Press Esc repeatedly while turning it on.
3. When the startup menu appears, press F2 to open HP Diagnostics.
4. Run a full system test to check for any hardware failures.

Step 5: Check for Physical Damage

If none of these steps work, your display cable or screen might be faulty. Shine a flashlight at an angle on the screen—if you see faint images, the backlight might be faulty.
 

I hope this helps. 

Take care and have a good day. 

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Max3Aj

HP Support