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HELp... 1)cursor goes crazy when laptop is not on the desk. 2) screen starts shaking

HP Recommended
Microsoft Windows 10 (64-bit)

When I put the laptop on bed or somewhere other than flat desk, the cursor doesn't work properly. It goes shaky and not smooth at all, so I can't click where I want and it is so frustrating. I bought a wireless mouse but same thing happens even when I use a mouse.

It works normal ONLY when I put the laptop on the COMPLETE flat desk. If it's tilted, it doesn't work either.


Also, the screen starts shaking sometimes (usually this happens in a few hours, but not always.) and I have to restart the laptop.


I noticed these problems right after I started using this laptop, but it was a month after I purchased this and bestbuy return window was passed... I feel like this laptop was broken from the beginning and even feel like i bought somebodys broken used laptop...(of course I bought this brand new and the review was great...) 


I searched on google to try to fix this but nobody seems to have had these problems.

Can someone please tell me how to fix? Or should I contact HP?

I just found out this laptop is still under HP manufacturer 1 year warranty but wanted to ask here first because I don't even know if these are something the warranty covers...


Thank you so much for reading till the end despite of my poor English.

HP Support Agent
HP Support Agent
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Message 2 of 2
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HP Recommended

Hi@Zousa, Welcome to the HP Support Community!


I understand you have freezing issues with your PC.


Don't worry I'll try to help you out.


Did you make any hardware or software changes on your PC?


Try updating the BIOS and chipset driver on your PC and check if it helps.



1.Updating the BIOS  & Windows updated


You can try updating the drivers using HP support assistant.


Refer this article to know more information about using HP support assistant.


If the issue still persists after trying out the steps try the steps recommended below.


Use the steps in this section to help find the cause of the lockup:

Disconnect all devices to the PC with the exception of keyboard and mouse and/or monitor required for minimal use.

Remove any discs from the CD/DVD drives.

If Windows becomes active again, clean, repair, or replace the disc. Troubleshooting is complete.

If the lockup persists, continue troubleshooting using these steps.

While holding down the Alt key on the keyboard, press the F4 key to close the application.

If Windows becomes active again, the problem is related to an application. Save your work and restart the computer. Remember the name of the application that stopped responding or caused the error. Update or remove applications that continue to lock up. Troubleshooting is complete.

If the lockup persists, continue troubleshooting using these steps.

Press the Ctrl+Shift+Esc keys to open Task Manager.

Review the list of applications under Processes and look for applications that have stopped responding. Make a note of the names of those applications or programs.

Select an application that is not responding, and then click End Task.

A Microsoft Windows error message might appear: Windows Explorer has stopped working. Windows may check to see if there is a solution for the problem or prompt you to close the program. Or, if you see If you can’t see the taskbar and desktop icons, press Windows key and type Explorer….”

If you can’t see the taskbar and desktop icons, press the Windows key and type Explorer in the field and click OK to restart File Explorer.

Continue clicking End Task for applications that are not responding until all unresponsive applications are removed from the list.


Refer this article to further troubleshoot lock up or freezing issues with PC.

Keep me posted. Happy to help!


Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!

Have a great day! 

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