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- HP Community
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- Re: Random freezings of screen for 1-3 seconds
Create an account on the HP Community to personalize your profile and ask a question
12-20-2020 04:13 PM
I bought this computer 2 months ago, and I've installed every update suggested by HP and windows (including BIOS updates). For almost 1 month I've been experiencing random freezing of the screen for about 1-3 seconds. They happen all the time, every minute approx. I first thought it was the mouse, and I updated its drivers, but the problem remains.
The computer has an AMD Ryzen 5 4500U with Radeon Graphics.
Any advice would be appreciated.
Solved! Go to Solution.
Accepted Solutions
12-31-2020 12:19 PM
I reviewed your post and I understand that the computer is freezing.
Don’t worry, I assure you I will try my best to get this sorted.
I recommend you run a system test on the computer following the steps in the below article.
https://support.hp.com/in-en/document/c03467259
If the system test pass, then follow the steps in the below article and perform a recovery on the computer.
https://support.hp.com/in-en/document/c06162205
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
12-31-2020 12:19 PM
I reviewed your post and I understand that the computer is freezing.
Don’t worry, I assure you I will try my best to get this sorted.
I recommend you run a system test on the computer following the steps in the below article.
https://support.hp.com/in-en/document/c03467259
If the system test pass, then follow the steps in the below article and perform a recovery on the computer.
https://support.hp.com/in-en/document/c06162205
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
01-06-2021 05:56 PM
Thank you very much! I performed a recovery since the laptop passed the system test. It is working fine so far, but I still don't sync my google drive folders. I already installed all the windows updates suggested, but when I check for new updates, it shows me this: "A current driver on your PC may be better than the driver we're trying to install. We'll keep trying to install." Should I retry to install this driver? Or might that be the source of the problem?
Best,
01-07-2021 07:03 AM
Don't install the driver and cancel that update.
If any other questions arise, please feel free to write back to me.
Cheers!
The_Fossette
I am an HP Employee
01-07-2021 07:16 AM
Hi again! I didn't install the driver update, but today I'm experiencing the same problem again and it's getting worst very fast. I have installed just a few programs (Google Chrome, Whatsapp) and I've synchronized some of my google drive folders with my pc. I didn't shut down the computer last night, I just left it on sleep mode. Please let me know what else can I try.
Thanks,
Juan
01-10-2021 03:59 AM
I recommend you run the system test on the computer to make sure that there are no hardware issues.
Follow the steps in the below article to run the test.
https://support.hp.com/in-en/document/c03467259
Cheers!
The_Fossette
I am an HP Employee
01-11-2021 07:50 AM
I recommend you contact support to further diagnose the issue.
Here is how you can get in touch with support.
1)Click on this link – www.hp.com/contacthp/
2)Select the product type.
3)Enter the serial number of your device or select let HP detect your product option.
4)Select the country from the drop-down.
5)You should see the HP phone support number or Chat option listed.
Cheers!
The_Fossette
I am an HP Employee
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