cancel
Showing results for 
Search instead for 
Did you mean: 
SteveW117
New member
1 0 0 0
Message 1 of 1
72
Flag Post

Laptop freezes when WiFi is enabled

HP Recommended
HP 14 14-dk0011na
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

Warning Be alert for scammers posting fake support phone numbers and/or email addresses on the community. If you think you have received a fake HP Support message, please report it to us by clicking on "Flag Post".
† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the Terms of Use and Rules of Participation