Laptop screen freeze problem in new laptop

[Devipriya-Gogoi]

My new laptop (1 month old) freezes occasionally (once in 4-5 days). The whole thing freezes and nothing works, and screen blinks like in the video. Everything is up to date. Installed OS is Windows 10 version 1909 (OS Build 18363.900), BIOS version Insyde F.06 updated 08-04-2020. Please help.

[The_Fossette]

@Devipriya-Gogoi,

I reviewed your post and I understand that the computer is freezing occasionally.

Don’t worry, I assure you I will try my best to get this sorted.

I recommend you uninstall the graphics driver from the device manager and then download and install the driver from the below link.

Here is how it is done.

Intel: https://ftp.hp.com/pub/softpaq/sp102001-102500/sp102122.exe

Nvidia: https://ftp.hp.com/pub/softpaq/sp104001-104500/sp104237.exe

1. Type "Device Manager" into the search field to open the device manager console.
2. Expand the node that represents the type of device that you want to uninstall, right-click the device entry, and click Uninstall.
3. On the Confirm Device Removal dialog box, click OK to start the uninstall process.
4. When the uninstall process is complete, remove the device.

NOTE: On the Confirm Device Removal dialog box, click the Delete the driver software for this device option to delete the driver package that was used for the device.

Let me know how it goes and you have a great day!

P.S: Welcome to the HP Support Community 😊

If you wish to show appreciation for my efforts, mark my post as Accept as Solution. Your feedback counts!

Cheers!

Stay Home – Stay Safe

[Devipriya-Gogoi]

As the problem happens once in a while, let me observe of 1 week and let you know. I have followed your instructions and installed the drivers. Thank you.

[Echo_Lake]

@Devipriya-Gogoi

Please feel free to contact us here anytime you need any further assistance.

[Devipriya-Gogoi]

Unfortunately the problem happened again. I have to force restart the computer by pressing the button and I lose all my work.

[The_Fossette]

@Devipriya-Gogoi

I recommend you run a system test on the computer follow the steps in the below article to make sure that there are no hardware issues.

https://support.hp.com/in-en/document/c03467259

If the test pass, then perform a system reset following the steps in the below article.

https://support.hp.com/in-en/document/c04742289

Let me know how it goes and you have a great day!

If you wish to show appreciation for my efforts, mark my post as Accept as Solution. Your feedback counts!

Cheers!

Stay Home – Stay Safe

[Devipriya-Gogoi]

Did not solve my problem.

[Devipriya-Gogoi]

Reaching back to you, because I recently  performed system recovery and reset the windows. Issue still persists.

[The_Fossette]

@Devipriya-Gogoi

Did you perform the system test? If yes, what was the result?

Cheers!

[Devipriya-Gogoi]

System test results are all OK.