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Alon3
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computer sometimes gets stuck, horizontal lines appear on screen.

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HP SPECTRE X360
Microsoft Windows 10 (64-bit)

My brand new HP SPECTRE X360 has a problem that it sometimes gets stuck, when this happens nothing seems to work not even the mouse or keyboard. The only way to get it start working again is to turn it off by pressing the power button. Another problem that I think is relevant to the first, is that some horizontal lines appear on the screen. Where the lines are I can sort of see the window that is "behind" the window that is open now, for example if microsoft Edge in now open on my screen and I was just using Onenote, I can see my writings from Onenote as a kind of background on  the screen.

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The_Fossette
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@Alon3

 

I reviewed your post and I understand that the computer is freezing sometimes, and you are facing issues with the display as well.

 

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 and the graphics driver 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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Alon3
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Thanks for the help! 

The product number of your computer is 2LV24UA#ABA.

I have already updated the BIOS and the graphics driver.

 

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The_Fossette
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@Alon3

 

Thank you for the information.

 

What is the version of the BIOS installed on your computer?

 

Meanwhile, I recommend you install all the Windows updates (Including optional) and check if it helps.

 

Here is how it is done.

 

  1. Select the Start (Windows) button from the bottom-left corner.
  2. Go to settings (gear icon).
  3. Select the Update and Security icon.
  4. Choose Windows Update tab in the sidebar (Circular arrows)
  5. Select Check for updates. If there is an available update, it will begin downloading automatically.

 

Let me know how it goes and you have a great day!

 

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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Alon3
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My BIOS version is  F.33-06/12/2020.

All the windows updates are already installed.

I'd like to share a video to show you exactly what the problem is but i can't seem to find  an option for uploading a video here.

Anyways I took my laptop to a lab, they ran some hardware tests and said that it isn't a hardware problem but probably a software bug for laptops that have a 4K resolution display.. 

Not sure what to do next but i know that a new spectre x360 shouldn't have these problems.

love to get some help

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The_Fossette
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@Alon3

 

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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