HP Omen PC Freeze on internet NEW computer

[sueovery]

New computer, just a month old. Got from Best Buy. Omen HP Gaming computer - HP OMEN - 25L Gaming Desktop - Intel Core i7-14700F - 32GB DDR5 Memory - NVIDIA GeForce RTX 4060 Ti - 2TB SSD - Snow White

At first it was that the Bluetooth mouse (my favorite Logi) would just stop working. So I tried another wireless mouse. Same thing. Then the keyboard, then finally I attached the HP mouse and keyboard that came with my computer. STILL freezes!!

It seems to happen mostly on YouTube, Zoom, and in Canva, all web based programs. It's incredibly frustrating because it shuts down in the middle of zoom calls, YouTube lives, YouTube videos, and right in the middle of toggling between internet tabs. PLUS I hate the keyboard and mouse but it does seem to last a little long when I use the HP set that came with the computer, but that is not ideal. 

[Kuroi_Kenshi]

Hi @sueovery, Welcome to the HP Support Community! 

Thanks for reaching out about your query.

That sounds beyond frustrating, like your computer just decides to play freeze tag at the worst possible moments! ❄️😤

Let’s get this sorted so you can go back to smooth scrolling, streaming, and creating without interruptions. Hang in there! 🚀

This issue seems related to wireless connectivity interference, or driver conflicts.

Let's try the following steps to fix it:

Try a Wired Mouse and Keyboard (As a Test)

• If a wired keyboard/mouse works fine, the issue is likely wireless interference or driver related.

Update Bluetooth and USB Drivers

1. Open Device Manager → Expand Bluetooth.
2. Right-click your Bluetooth adapter (e.g., Intel, Realtek) → Update driver → Search automatically for drivers.
3. Do the same for Mice and other pointing devices and Keyboards.
4. Restart your PC.

Check for Wireless Interference

• Use a different USB port (preferably a USB 2.0 port for wireless receivers).
• Turn off nearby Bluetooth devices temporarily to see if there’s interference.

Reset Bluetooth & Network Settings

1. Go to Settings → Bluetooth & devices.
2. Remove all paired Bluetooth devices and re-pair them.
3. In Settings, go to Network & Internet → Advanced network settings → Network reset → Click Reset now.
4. Restart your PC.

Run HP Hardware Diagnostics

1. Turn off your PC.
2. Turn it on and immediately press F2 repeatedly until the HP Hardware Diagnostics menu appears.
3. Run the Bluetooth and USB tests.
4. If any issues appear, follow HP’s recommended fixes.

Check for Windows Updates

1. Open Settings → Windows Update.
2. Click Check for updates and install any available updates.

Hopefully, we can get your PC back to running as smoothly as it should

If the issue persists, let me know the exact error messages (if any) or when it happens most frequently. I’m here to help! 🚀

Hope I was able to make things easier for you! 😊

Take care and have an amazing day! 🚀

If this solved your issue, go ahead and hit "Yes" and mark it as "Accepted Solution"—your feedback keeps us going and helps others too! 👍✨

Best regards,

[sueovery]

Thank you

As mentioned in my post, I am using the mouse and keyboard (plugged in) that came with the computer. I do not like them and the issue still persist. 

I will try the other thing you suggested. 

[sueovery]

Tested everything I could. the error that came up said this

please check the BIOS settings to make sure UEFI network option ROMs are enabled and that UEFI network boot is enabled. 

What does that mean?

Also I see other comments surrounding this issue say to update the BIOS but no one gives clear direction on how to do it. 

my BIOS last revision was on 09/27/2024, long before I bought my computer. 

[sueovery]

Still having issue. It’s narrowed down to having Canva or YouTube opened. Any suggestions 

[Sneha_01]

Hi @sueovery,

Thank you for your response. I am glad to assist you.

First, let's start with performing a hard reset on the PC to release any excessive static/power that could have caused the issue. 

Turn off the computer. 

Disconnect all external connected peripheral devices such as USB storage devices, external displays, and printers. 

Unplug the AC adapter from the computer. 

Press and hold down the Power button for about 15 seconds to drain any residual electrical charge from the capacitors that protect the memory. 

Press the Power button to turn on the computer. 

If a startup menu opens, use the arrow keys to select Start Windows Normally, and then press the Enter key. 

Second, you can check if there is Bios update available for your PC, here is the link to download. 

Performing a test on the Hard drive as well as on the Memory from the Hardware diagnostics:  
1) Shutdown the computer.  
2) Turn the computer back on again and repeatedly tap on the ESC until a Startup menu appears.  
3) Press F2 once for System Diagnostics.  
4) Go to Component test.  
5) Run extensive Memory and Hard Drive test.   

Depending on the test results, If the test passes then I would suggest you perform a complete system recovery.  

Note: Recovery will wipe off everything from the computer. If you have anything important get in touch with some local stores to get your data backed up. 

Click here to know: How to perform each step. 

Keep me posted.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

[sueovery]

I have tried this and thought it was working then it went back to freezing after about 24 hours. Maybe I have a lemon. Can I get a new computer? I haven't even had this computer 3 months

[Kuroi_Kenshi]

Hi @sueovery,

Thank you for trying all the steps so far, I really appreciate your patience.

To get you the best assistance, we need to take this conversation to a private chat. We're inviting you to a private message to protect your privacy and ensure that any sensitive information remains confidential. 

To access your private message, just click the little blue envelope icon on the upper right corner of your HP Community profile, next to your profile name. Alternatively, you can click on this link. 

You can use this link as well: 

Private Messages - HP Support Community

We're looking forward to helping you resolve this issue! 

Stay tuned, and thanks for your patience! 

Best regards,