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Florisvdp
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My brand new laptop froze for the second time today, the screen also slowly fades to white.

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HP LAPTOP 15S-FQ1060NB
Microsoft Windows 10 (64-bit)

I bought my HP LAPTOP 15S-FQ1060NB on the 29th of January this year, and maybe one week after getting it, it froze and slowly faded to white with a few distorted lines. It happened again today and I want to know if I have to let it get repaired or if I should buy a new one altogether. I don't know if my actual laptop freezes or if it's just the screen but I am forced to hard restart either way. The freezing also happens when I'm just browsing the internet and not when I start up (so far). Knowing laptops, these freezes will probably become more frequent. So I would like some help from an HP employee or a kind stranger who can give me their advice. Thanks in advance!

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Echo_Lake
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@Florisvdp

Thank you for posting on HP Support Community.
 

Don't worry as I'll be glad to help, I have a few troubleshooting steps we could try to fix the issue:  

Firstly, perform Windows Update and HP Support Assistant: (do not skip any troubleshooting steps if you feel steps are repeating) 

To check for updates now, select the Start button, and then go to Settings  > Update & security  > Windows Update, and select Check for updates.

Install updates from HP Support Assistant: Go to Download HP Support Assistant to install the tool.

  1. To open HP Support Assistant, double-click the HP Support Assistant icon https://support.hp.com/doc-images/932/c05040382.jpg.
  2. Click My devices in the top menu, and then click Updates in the My PC or My notebook pane.
  3. Click Check for updates and messages to scan for new updates.
  4. Review the list of updates. Updates with a yellow information icon are recommended. Updates with a blue information icon are optional.
  5. Click the update name for a description, version number, and file size.
  6. Select the box next to any updates you want to install, and then click Download and install.

And, also run BIOS Update: Follow steps from the link: https://support.hp.com/in-en/document/c00042629

 

Hope this helps! Keep me posted for further assistance.
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ECHO_LAKE
I am an HP Employee

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Florisvdp
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Hello Echo, thanks for helping me find a solution.

 

I did all the updates I could and also did a full diagnosis of my laptop. Now I'll just have to wait and see if that did anything to prevent the freezing from happening again. Another question though: do any of these updates usually help when it comes to freezing and is this a known problem? Or are you telling me to update everything in hopes that it will fix it because you have no specific way of helping me? I don't want to come off as rude but that question has been lingering in my head for a while.

 

Thanks for the help again!

(I will keep this thread open/unsolved until it's been long enough without the freezing)

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Echo_Lake
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@Florisvdp

Thank you for posting back. 

 

To get the answer to this question, the system or app freeze indicates drivers are not installed properly or outdated, by updating the drivers to the latest will fix the issue or lags. 
 

Work on it as per your convenience and keep me posted on the results.

Have a great day! 

ECHO_LAKE
I am an HP Employee

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Florisvdp
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Hello Echo

It froze again just now. I did all the updates you told me to do and updated everytime there was a new one available. Since the problem won't resolve itself and it will probably get worse over time, I'm thinking about using my warranty to get a new one. A fresh laptop shouldn't be having such crippling problems.

Thanks for trying to help though.

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Echo_Lake
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@Florisvdp

Thank you for posting back.

 

I appreciate your efforts to try and resolve the issue. I would suggest performing system factory reset will put the computer back to the original factory settings in this way all corrupted and outdated software will be removed. 

 

While doing the recovery there is an option to back up your personal files. If you have not previously done one now is a good time. 


Restoring Files that were Backed Up Using HP Recovery Manager (Windows ) You can also contact HP support for assistance. They can remotely access your system to help alleviate difficulties: www.hp.com/contacthp/

 

The HP Cloud Recovery Tool allows you to download recovery software to a USB drive. You can use the downloaded recovery image file in order to install the Windows operating system. 

Hope this helps! Keep me posted for further assistance.
Please click “
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ECHO_LAKE
I am an HP Employee

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