HP support service

[Gil790]

I bought a 14s-cf1053TU HP notebook in Brisbane-Australia last year, then came to Japan and got stranded here due to COVID19 border restrictions. Recently the screen freezes and gets all píxeled with yellow and black colours little boxes. Every time this happens I lose important work progress because I have to restart the system. I went to a Japanese electronic store and they told me to contact Australia. After a long waiting I got in touch with  Australia HP customer chat support  and they connected me with someone in Singapore and Malaysia, then they said I should get in touch with Japan customer support but I can't speak their language fluently to deal with this issue, then they send me back to Australia chat support just to hear the same story of asking Japan HP customer service. Why no one wants to take responsibility on this? It's unfair that in this current situation I can't get support if I'm outside the country where the purchase was made. I think HP should support people who travel around with their products. Please help me! 

[praveenbv]

Hi@Gil790, Welcome to the HP Support Community!

Apologies for all the inconvenience

Don't worry as I'll be glad to help, 

I appreciate your efforts to try and resolve the issue if the HP Global warranty is covered 1 year from the date of purchase.

I understand you have freezing issues with your HP Notebook - 14s-cf1053tu.

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.

Check for how to  update the BIOS  

Check for windows update 

You can try updating the drivers using HP support assistant.

Refer to 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.

Hope this helps! Keep me posted.

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! 

[Gil790]

Thanks for the instructions. Those are exactly the same instruction I got through the virtual assistance and because none of them worked for me, I ended chatting with HP support who kept me connecting with different people without giving me a solution. That's why I chose to write the post. However, the problem still persists.