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Cody438
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Message 1 of 2
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Brand new laptop is very slow and freezing.

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Microsoft Windows 10 (64-bit)
I bought a laptop yesterday. HP-ay039wm. It is extremely slow and constantly freezing. The only thing i have done is uninstall mcafee and re installed mcafee because i already had a subscription to mcafee.it froze completely a couple times while trying to insrall. It is still freezing and running extremely slow. Sometimes the whole screen freezes and i cant move the cursor. Sometimes i can mpve the cursor but cannot click on anything. Like I said, i just bought the laptop and have not done anything on it, so im not sure what the problem is. I'd appreciate any advice and help.
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WAWood
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@Cody438

 

Hello;

Allow me to welcome you to the HP forums!


You paid for free HP Tech Support as part of the warranty coverage, so you might as well make use of it.

While this PC is still under warranty, you should contact HP Customer Support directly to have them put you in touch with HP Technical Support to see what they can do about troubleshooting and repairing your machine remotely.

I did this recently and the HP Tech was able to remotely access my PC from the Internet and do the needed repairs.

 

However ... HP Customer Support is closed on weekends, and in the meantime, I would try rebooting your PC into Safe mode to see if it still behaves badly:  http://www.tenforums.com/tutorials/2304-safe-mode-start-windows-10-a.html

 

If it does, that is likely  a hardware problem, and for that you need Tech Support.

 

IF it does not, then something you are loading at startup is seriously slowing down the PC, and your guess at McAffee was a good one. And, once again, HP Tech Support is a good choice for having them check this.


If you live in the US or Canada, contact information is on this page: http://www8.hp.com/us/en/contact-hp/phone-assist.html#section1

If you live elsewhere, contact information is on this page: http://www8.hp.com/us/en/contact-hp/ww-contact-us.html

NOTE: After you get through, stay on the line until you are finally able to talk to some one -- it can take a while!

If you have trouble finding a phone number, then try: 1 (800) 474-6836

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However, HP Customer Support is generally not available on the weekends, so you might have to wait until Monday to contact them.
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Good Luck

***If my post helped, click the thumbs-up symbol to say thanks***

***Please mark Accept As Solution if my post solved your problem***

I am a volunteer and I do not work for, nor represent, HP
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