New Spectre x360 Convertible Keeps Crashing (video driver problem?)

[AnthonyV7]

I bought this x360 convertible about a month ago.  It intermittently crashes - typically when I have video playing or more frequently, when I am on a Zoom call.  I am hooked up to a Dell D6000 docking station, but I don't think it has anything to do with it.

I have done the following:

-Reinstalled windows back to factory settings

-Uninstalled and reinstalled Zoom

-Changed out docking stations (physically changed hardware)

-Verified latest drivers are installed (via device manager)

This keeps happening and it is horrible!  For example, I was on a Zoom call this morning.  I am now calling in for audio via my cell phone because when the laptop crashes, I lose connectivity and my dual monitors go blank.  So in order to re-establish the connection on Zoom, I need to unplug the USB-C for my docking station, open laptop lid, plug USB-C back in, and then re connect to internet.  

Any thoughts? I am really upset this is happening to this new laptop.  For the record I don't think it is the docking station, as this new laptop replaced an 18 month old x360 Spectre I had and I never had this issue...

thanks in advance.

[The_Fossette]

@AnthonyV7

I reviewed your post and I understand that the computer is crashing randomly.

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

What is the product number of your computer?

Meanwhile, I recommend you update the BIOS from the below link and check if it helps.

https://support.hp.com/in-en/drivers

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

 

[AnthonyV7]

Thank you for the response.  Below is the information I think you need.

Processor 11th Gen Intel(R) Core(TM) i7-1165G7 @ 2.80GHz 2.80 GHz
Installed RAM 16.0 GB (15.6 GB usable)
Device ID 61C5A1F7-FC79-4388-A32A-8E30C1A5EF1F
Product ID 00325-96730-46726-AAOEM
System type 64-bit operating system, x64-based processor
Pen and touch Pen and touch support with 10 touch points

[The_Fossette]

@AnthonyV7

Did you update the BOIS and the graphics driver?

Follow the steps in the below article to find the product details.

https://support.hp.com/us-en/document/c03754824

Look forward to hearing from you and you have a great day!

Take care.

Cheers!