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05-26-2017 12:27 PM
I bought a HP ENVY 13-ab007na about 3 weeks ago. Within a week it was glitching and freezing. I was using nothing more strenous than Word (even when off-line) and maybe had g-mail and google chrome open too. Occassionally I would also get a flash of black screen, other times a lost cursor, very very often i would get 'not-responding' on any open programme and they would all close. On the day i decided to send it back it had an epilectic fit flashing me bits of every tab open (and then was fine for the rest of the day and next morning). The store took it back (John Lewis) as DOA and DNR and replaced it and - Oh My God the new one has started doing it too! Is it me?! McAfee is installed and John lewis did the setup. Is there an inherent fault maybe - or does anyone else have experience of this? I see overheating seems to be an issue with this model - the first one had no problem here but yesterday i had a ridiculously loud fan going on the second one. Love to hear.
05-27-2017 01:01 PM
A very warm welcome to the HP community. A very good day to you.
I understand that you have an HP ENVY - 13-ab007na laptop. I read that the first laptop had performance related issues even without using a lot of applications. The laptop was replaced by the store and now even the replacement laptop has performance related issues and also overheats and also the fan is louder. Not worry, I'll do my best to help you.
I recommend you to perform the following steps to isolate the issue and arrive at a fix:
- Please install this BIOS update on your laptop.
I suggest you perform the steps mentioned in this HP document. These steps normally help to fix overheating related issues with all HP laptops.
I understand that the computer performs slowly in the Windows 10 environment. Please review this link with detailed instructions to improve the performance in Windows 10 machines.
I sincerely hope this fixes the issue. Let me know how it goes. All the best! 🙂
05-29-2017 09:13 AM
I can't do it Mkazi. There are so many links that my computer keeps freezing and shutting down - this is exactly the sort of thing it can't cope with.
Also I looked at the set-up i paid for when i bought the computer last week and it includes updating the BIOS.
I'm so upset - I've spent a fortune and just want a computer that works.
But thank-you for your help,
05-29-2017 09:53 AM
Thank you for replying,
I appreciate your time and efforts,
I understand you are having issues performing the steps suggested as the PC freezes and shuts down. Don't worry as I have a few other steps which should help you resolve this issue.
Perform a Hard reset on the notebook: A power reset (or hard restart) clears all information from the computer's memory without erasing any personal data. Performing a power reset might fix conditions such as Windows not responding, a blank display, software freezing, the keyboard stops responding, or other external devices locking up.
Next thing, I would suggest here is to boot the computer into the Bios screen and check if it stays on for a while or does it shuts down, If the PC shuts down in the Bios screen which is outside of Windows, this clearly indicates a hardware issue with the PC. If it stays on for a while please try the other steps:
Run a System diagnostics test as well as an extensive test on the Hard drive and Memory from F2 (Please capture the failure ID for further assistance).
Depending on the test results, If the test passes, I would suggest you try these steps here:
1. Download and install updates and device drivers for your computer from Windows Update.
2. Scan your computer for viruses.
3. Run the System File Checker Tool
In Search type cmd or command prompt.
Right-click on Command Prompt and select Run as administrator. If asked to enter an administrator password, do it.
When the command prompt window appears, type the following command to run the System File Checking tool: sfc /scannow
For more assistance, please follow the steps suggested in the support document for - HP PCs - Computer Locks Up or Freezes (Windows 10, 😎
Let me know if those steps worked for you.
If they did, that’s awesome!
Give us some reinforcement by clicking the solution and kudos buttons,
That’ll help us and others see that we’ve got the answers!
I am an HP Employee
05-30-2017 05:00 PM
We haven't heard from you,
This Post is with reference to the thread you had recently created at your friendly neighborhood (HP Forums),
I would like to know if the resolution I had provided worked for you?
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