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vagetsis
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New laptop crashes when using skype or zoom

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30R15EA#ABZ
Microsoft Windows 10 (64-bit)

Hello. I would like some help with my new HP laptop. 

I have it only 2 weeks and so far when I am using zoom or skype it completelly crashes without even the option of Alt+Ctrl+Del. 

For some seconds it makes a loud noise when moving the mouse ( audio is still good for these seconds) and then completelly freezes. 

Only hard reser can be done. 

Can anyone help me with this matter please ? 

Thank you in advance 

5 REPLIES 5
Echo_Lake
HP Support Agent
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Message 2 of 6
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@vagetsis

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.
Please click “
Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

ECHO_LAKE
I am an HP Employee

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vagetsis
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Hello again and thank you for the reply.

I have done everything you said and everything that I have found in similar posts like mine.

I tend to believe that the problem is the microsoft whiteboard application.

I have tested the laptop with openboard instead, and for now (two days 2-3 hours each day so far ) it seems to work fine.

I will monitor this situation and I will write again if I see that it works and the laptop does not crash again.

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Echo_Lake
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@vagetsis

Thank you for posting back. 

 

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

ECHO_LAKE
I am an HP Employee

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vagetsis
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Hello again. 

After using the laptop for many days I have decided that the problem after all was the microsoft whiteboard.

I am using a wacom intuos pen and now with openboard these crashes never happened again.

So that is my conclusion.

I hope that helps everyone with similar problems.

Bye 

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Echo_Lake
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@vagetsis

Thank you for posting back. 

 

I am glad to know that you managed to resolve the issue. Please reach out again for any further assistance.

Have a nice day ahead.
Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

ECHO_LAKE
I am an HP Employee

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