Performance issues with Envy 13 laptop

[rickw4s]

I have some performance issues with the Envy laptop.

First, it has an i7-7500 CPU, 16GB and 1TB SSD and runs win10-pro.  Display is 3200x1800.

1.  Internal fan seems to run too often (given the little I'm doing--just browsing!).  (Yes this is an observation not a problem.)

2.  Can't really use firefox browser:  when scrolling, it freezes.  But if I can somehow kill the conexant audio driver, it no longer freezes.  (Audio driver used to crash--- until it was updated-- and freezing didn't happen after audio driver crash.)(I've visited a microsoft store to see if they could fix this problem.  They updated some of the drivers and proclaimed victory.  In the end, it didn't help--- except that the audio driver no longer crashes.)

3.   I used to use a 1080p external monitor but am now trying a 4K external monitor.  Monitor goes black for 1-5 seconds every minute or 3.  (Seems to happen more often when laptop's internal fan is running, which makes me think it's a performance issue.)

Thanks in advance.

[Jeet_singh]

@rickw4s,

Welcome to the HP Forums 🙂 I would like to take a moment and thank you for using this forum, it is a great place to find answers. For you to have the best experience on the HP forum, you could also visit our HP Forums Guide for First Time Here? Learn How to Post and More.

I understand you have performance issues with your PC.

Don't worry I'll try to help you out.

Did you make any hardware or software changes on your PC?

Splendid analysis and remarkable patience shown. It is immensely appreciated.

By not wasting much of your time, try the steps recommended below and check if it helps.

Try updating BIOS and chipset drivers on your PC using HP support assistant and check if it helps.

Refer this article to know more information about using the HP support assistant. Click Here

1.    Turn off the computer and wait five seconds.
2.    Press the Power button to start the computer and repeatedly press the F10 key to enter the BIOS setup menu.
3.    On the BIOS Setup screen, press F9 to select and load the BIOS Setup Default settings.
4.    Press F10 to Save and Exit.
5.    Use the arrow keys to select Yes, then press Enter when asked Exit Saving Changes?
6.    Follow the prompts to restart your computer.
 

Also, I would suggest you enable Fast Start-Up on the system and check if it helps. To do this, follow the steps below.
1. Open Control Panel and go to Power Options.
2. Click/tap on the Choose what the power buttons do link on the left side.
3. Click/tap on the Change settings that are currently unavailable link at the top.
4. If prompted by UAC, then click/tap on Yes. 
5. Ensure that Turn on Fast Startup is checked.
6. Restart the computer.

If the issue still persists after trying out the steps try the steps recommended below.

In Windows, search for Command Prompt. In the search results, right-click Command Prompt and select Run as administrator. Then click Yes.
In Command Prompt, type sfc /scannow. Make sure to include the space between sfc and the /.
Press Enter and wait while System File Checker scans for corrupted files.
When scanning is complete, the results are displayed on the screen.
If the file checker found and replaced any corrupted files, restart the computer and check the performance.
If the file checker did not find any corrupted files or found corrupted files but could not replace them, go to the next step.
If System File Checker finds corrupted files but cannot replace them, use the Deployment Image Servicing and Management (DISM) tool. DISM checks the corrupted files; then downloads and replaces the files using Windows Update.
In Windows, open a web browser.
   NOTE:
You need to be connected to the Internet to use DISM.
In Windows, search for Command Prompt. In the search results, right-click Command Prompt and select Run as administrator. Then click Yes.
In Command Prompt, type dism.exe /Online /Cleanup-image /Restorehealth. Make sure to include the space before each / in the command line.
Press Enter and wait while DISM works. This might take several minutes.
If DISM finds corrupted files, it replaces them using Windows Update. If this occurs, after DISM is finished, restart your computer and see if the performance has improved.

For more details, please follow this link: HP PCs - Computer Is Slow (Windows)

Refer this article to further troubleshoot lock up or freezing issues with PC. Click Here

If the issue still persists try running a system diagnostics test on your PC and check if the hardware on your laptop is functioning correctly.

Refer this article to know more information about running system diagnostics on your PC. Click Here

If the solution provided worked for you, please mark an accepted solution for this post.

Hope this helps!

Have a great day! 🙂

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

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!

[rickw4s]

Hi.

First I might note that I often will see task "Windows Audio Device Graph Isolation" when looking at task manager.  That task often uses more than 50% of the CPU, and is noted as "Very High" power usage.  But I rarely play any audio.

You asked about changes to hardware or software:  I've installed a few programs (acroread, firefox, chrome) and have made no hardware changes.  Yesterday I created my own custom power plan, trying to increase performance (to see if that would change the nature of the problems I'm having.  Nope.)

You asked about updating BIOS, etc.  When I was first having the firefox-hangs-while-trying-to-scroll problem, I took the laptop to a microsoft store.  They updated everything (including BIOS).   And I checked just now, using Support Assistant.  No.  Nothing to update.

You suggested fast startup.  Just from the name, I don't think I care.  But indeed, it's already set that way.

You suggested running "sfc".  It found nothing.

You suggested running  "HP PC Hardware Diagnostics for Windows".  Ran fast scan.  All passed.  (It wanted me to unplug power to do battery check.  I didn't do that.)

You suggested running a Performance Tune-up within Support Assistant.  I did that (before my original post) and did it again just now.

[Jeet_singh]

@rickw4s,

Thanks for the update,

As I understand you have tried to follow the steps suggested and unfortunately nothing has helped to resolve this issue. 

In this scenario, I would suggest you perform a system reset on the PC. For more details, please follow the steps suggested in the support document for - HP PCs - Resetting Your Computer (Windows 10)

Let me know if those steps worked for you.

If they did, that’s awesome!

Give us some reinforcement by clicking the solution and kudos buttons,

That’ll help us and others see that we’ve got the answers!

Good Luck.

[rickw4s]

I did the PC reset as suggested.

It removed a bunch of apps.  And it didn't cleanup shortcuts to some of those apps-- acroread for example).

I used HP support assistant to check for updates.  (none were needed)

I used Windows Update to check for updates.  It downloaded Malicious Software Removal tool (December).  I did a restart.

The issue with driving my 4K monitor is no different.  It actually seems worse but maybe that's an invalid observation.

(I can't tell you if the firefox-freezes-while-scrolling problem has changed because the reset removed firefox and I haven't re-installed it.)

Bottom line: no change in the 4K monitor problem.

[Jeet_singh]

@rickw4s,

It's great to have you back and your patience is greatly appreciated.

After reviewing your post thoroughly, I understand you have tried to reset the PC and unfortunately nothing has helped to resolve this issue. 

This looks like a possible hardware issue with the product. I will share you few details through a private message about the service options dedicated to your product, please watch your inbox for more information.

I hope this helps resolve this issue completely,

Regards,

[rickw4s]

The HP phone support wants more than $200 to diagnose this problem.  Too expensive.

They say it’s a software issue.  (If it was a hardware issue, they say I’d have error messages.)

[Jeet_singh]

@rickw4s,

It's great to have  you back and your patience is greatly appreciated.

After reviewing your post thoroughly, As we diagnosed and found it is a hardware issue with the product. I will share you few details through a private message about the service options dedicated to your product, please watch your inbox for more information.

Let me know if this helps!

Have a great day ahead! 🙂

[rickw4s]

The latest "solution" is that I need to use thunderbolt to connect to a 4K monitor.  But my laptop doesnt have thunderbolt (neither does the 4K monitor).  So I'm supposed to buy a dock and a thunderbolt monitor.

• The "solution" doesn't make any sense:  the laptop only supports HDMI; the monitor supports HDMI and displayPort.
• The "solution" doesn't make any sense:  I can select 4K from windows display settings screen-- because the hardware advertises to the driver that 4K is a supported setting.  (my older laptop doesn't have a 4K setting available when it's plugged into that 4K monitor.)
• The "solution" suggests that external monitors, despite being much larger than the laptop screen, must be lower resolution.  (the laptop is 3200x1800.)