HP Notebook Freezes after connecting to external Monitor or USB Hub

[EAP_04]

Hi All,

My HP NoteBook (14-ar004tu) laptop freezes while using an external monitor (MSI PRO MP 243X) with extended  screen or second screen but works fine on duplicate screen. i have tried uninstalling and deleting the display adapters. reinstalled the bios and drivers. but still having the same issue

[Rachel571]

Hi @EAP_04,

Welcome to HP Support Community.

Thank you for posting your query, I will be glad to help you.

I see that your are experiencing difficulties when an external monitor is connected to the Notebook. 
Don't worry as I'll be glad to help, however, to provide an accurate resolution, I need a few more details:

• Did this happen after a recent window or software update?
• Are you able to open the camera?
• Have you tried disconnecting and reconnecting the external monitor cables?

While you respond to that, let's try these steps:

Step 1 Hard Reset -

1) Shut down the computer.  

2) Unplug all the Adapters and peripherals connected.  

3) Remove the Battery. ( not for Built-in Battery computer ) 

4) Press and hold down the power button for 15 to 20 seconds.  

5) Plug in the Adapter and put the Battery back into the computer if it's a (removable battery)

6) Try to turn on the computer and check,

Step 2 BIOS Defaults -
1) Shut down the computer. 
2) Turn the computer back on again and repeatedly tap on the ESC until a Startup menu appears. 
3) Press F10 once for BIOS. 
4) Press F9 for BIOS defaults. 
5) Press F10 to save and exit.

you can try updating the Bios, Chipset, and Display drivers.
Please follow the steps below: 

• Uninstall the graphics card drivers from Device Manager: 
• Right-click on the start button> click device manager> Display adapters>then select the display drivers and right-click on it and uninstall the graphics drivers.
• Please check the box that says “delete the software for this device”.

Once done, restart the computer and then update the Bios, Chipset, and graphics card drivers on your PC from our HP support website, using this link. Please select the correct operating system.

I hope this helps.

Take care and have a good day.

Please click “Accepted 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!

Rachel571 

HP Support