HP Pavilion Laptop Freezes When Watching Netflix

[smnnkd]

When streaming/watching a movie using Netflix from Chrome or Edge, the video and entire device will either go to a random pixel pattern or black screen. Ctrl-Alt-Del will not "unlock" the frozen state. I need to force a shutdown via the power button to restart the laptop. My OS is running the latest version of Windows and all drivers are up-to-date. It seems like a video driver or memory issue. Any assistance and feedback appreciated. --Steve

[praveen196]

@smnnkd Welcome to HP Community!

I understand that the HP Pavilion Laptop Freezes When Watching Netflix.

First, let's start with performing a hard reset on the PC to release any excessive static/power that could have caused the issue. 

  

Turn off the computer. 

Disconnect all external connected peripheral devices such as USB storage devices, external displays, and printers. 

Unplug the AC adapter from the computer. 

Press and hold down the Power button for about 15 seconds to drain any residual electrical charge from the capacitors that protect the memory. 

Press the Power button to turn on the computer. 

If a startup menu opens, use the arrow keys to select Start Windows Normally, and then press the Enter key. 

  

Second, you can check if there is Bios update available for your PC, here is the link to download. 

  

Performing a test on the Hard drive as well as on the Memory from the Hardware diagnostics:  
1) Shutdown the computer.  
2) Turn the computer back on again and repeatedly tap on the ESC until a Startup menu appears.  
3) Press F2 once for System Diagnostics.  
4) Go to Component test.  
5) Run extensive Memory and Hard Drive test.   

Depending on the test results, If the test passes then I would suggest you perform a complete system recovery.  

Note: Recovery will wipe off everything from the computer. If you have anything important get in touch with some local stores to get your data backed up. 

  

Click here to know: How to perform each step. 

  

For more details, you can try these documents as well. 

  

Computer Is Slow (Windows 10) 

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