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Archived This topic has been archived. Information and links in this thread may no longer be available or relevant. If you have a question create a new topic by clicking here and select the appropriate board.

‎06-15-2020 08:24 AM

HP Recommended
Product: HP 14 14-dk0011na
Operating System: Microsoft Windows 10 (64-bit)

Hi,

 

Practically out of the box this laptop froze several times - with screen still on but keyboard, mouse, non-responsive. No HDD activity. Only course of action was to do a hard reset - afterwards there is nothing in the Windows event log to reflect the error.

 

What I have noticed is that it only seems to happen when the WiFi is connected - I resetted the PC and Windows entirely then left it for several hours without connecting to WiFi - no freezes. I have since tried leaving it for several hours in Airplane mode - no freezes (as yet).

 

I have done Windows Update and HP Driver Update. I have checked the firmware, seems up-to-date. I have disabled ExpressVPN driver which seemed to make the freezing less frequent for a while - but then it returned, several times.

 

I have run the extended hardware scan several times both via the BIOS and Windows - everything always PASSES (except when the PC freezes before it can complete).

 

When WiFi is enabled it will rarely go more than an hour without freezing - what should I try next? This is a brand-new laptop and if I could contact the retailer I would ask for a replacement. However with Covid everything seems very slow right now.

 

Any advice as to whether this is fixable without having to return or repair the laptop? Thanks!

 

Cheers,

Steve

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