HP Envy freezes with white or black screen, have to force restart the computer

[Bnpepe]

HP Envy laptop screen freezing. It does not matter what I am doing on the computer, whether streaming a video, using google chrome, or using Microsoft office the computer screen will either turn white or black. Nothing works to get the computer back working except for force restarting. HP support assistant says there are no updates available. 

[asmita6658]

Hi @Bnpepe

Welcome to the HP Support Community. 

Try testing the hardware -

1) Hold the power button for at least five seconds to turn off the computer.
2) Turn on the computer and immediately press Esc repeatedly, about once every second. When the menu appears, press the F2 key.
3) On the HP PC Hardware Diagnostics (UEFI) main menu, click System Tests.
4) Click Extensive Test.

If the test result comes as "Pass", try these steps to update the computer -

Step 1 Windows Updates troubleshooter -

Click on this link to run Windows Updates troubleshooter.

Step 2 Windows Updates - 

1) In the search box, type and open Windows Updates. 
2) Check for updates. 
3) If the updates are available, click on install and restart the computer. 

Step 3 HP Support Assistant Updates - 

1) In the search box, type and open HP Support Assistant. 
2) Check for updates. 
3) If the updates are available, click on install and restart the computer. 
 

Step 4 Download and install the BIOS -

Refer to this document for steps - HP Notebook PCs - Updating the BIOS (Basic Input Output System)

You may also refer to - HP PCs - Computer Locks Up or Freezes (Windows 10, 😎

Let me know how that goes. 

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