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juanpcortese
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Solved!

Random freezings of screen for 1-3 seconds

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HP ENVY x360 Convertible Laptop - 15z-ee000 touch
Microsoft Windows 10 (64-bit)

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.

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The_Fossette
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@juanpcortese

 

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

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The_Fossette
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@juanpcortese

 

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

View solution in original post

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juanpcortese
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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,

 

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The_Fossette
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@juanpcortese

 

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

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juanpcortese
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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

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The_Fossette
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@juanpcortese

 

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

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juanpcortese
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Hi. I ran the system test (again) and everything passed. 

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The_Fossette
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@juanpcortese

 

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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