New 360 15-envy laptop screen flickers occassionally, freezes often, shuts down or blue restart

[Lauren16]

I've only had this laptop for about 8 months, after the first two I noticed the screen started to flicker and sometimes froze so I would have to shut down and restart, I also had issues with the touch screen element. Now it flickers when needing an update and often freezes or buzzes and then shows the blue restart screen. I had previously contacted HP support and the issue was resolved but only for about a month. I use this laptop almost everyday for school so it occurs a lot and is very frustrating when trying to complete work. I would really like to have this issue resolved before my warranty runs out or be refunded for a new laptop. 

Thank you. 

[KrazyToad]

@Lauren16

I suggest you download and run the HP Support Assistant from this Link: https://www8.hp.com/us/en/campaigns/hpsupportassistant/hpsupport.html?jumpid=va_r602_us/en/any/psg/p...

HPSA will automatically search for all the latest drivers for your Notebook

1. Click My devices in the top menu, and then click Updates in the My PC or My notebook pane.

   

2. Click Check for updates and messages to scan for new updates.

   

3. Review the list of updates. Updates with a yellow information icon are recommended. Updates with a blue information icon are optional.

4. Click the update name for a description, version number, and file size.

5. Select the box next to any updates you want to install, and then click Download and install.

Also ensure Windows is up to date.

Select the Start  button, and then go to Settings  > Update & security  > Windows Update , and select Check for updates. If Windows Update says your device is up to date, you have all the updates that are currently available

If the issue persists please run an extensive system test to confirm the Hardware functionality

- Shut down the Notebook completely
- Turn it back on, then tap the Esc key repeatedly until the Startup menu screen is displayed.
- Press F2 to select System Diagnostics.
- Click System Tests, then click Extensive Test.

Keep me posted how it goes

Thank you and have a wonderful day 😊

If the information I've provided was helpful, give us some reinforcement by clicking the "Solution Accepted" on this Post and it will also help other community members with similar issue.

[Lauren16]

Thank you, it seems to have solved the flickering screen issue but it still occasionally freezes and then I have to shut it down via power button. Also, when watching a video any bright light (such as the sky) is pixelated slightly and has a pink colour around the edge. 

[Kumar0307]

@Lauren16

Did you perform the hardware test on the PC?

You may also run a video test. Kindly share the results in your next post.

Also, check if the issue persists on the BIOS screen.

 Perform 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. 

Run a perform tuner on the PC. Click here.

Let me know how this goes.

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