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AnthonyV7
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New Spectre x360 Convertible Keeps Crashing (video driver problem?)

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HP Spectre x360 Convertible 14-ea0xxxx
Microsoft Windows 10 (64-bit)

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.

3 REPLIES 3
The_Fossette
HP Support Agent
HP Support Agent
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Message 2 of 4
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@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

 

The_Fossette
I am an HP Employee

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AnthonyV7
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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

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The_Fossette
HP Support Agent
HP Support Agent
29,155 21,825 1,961 2,157
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@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!

The_Fossette
I am an HP Employee

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