HP Envy x360 periodically freezes

[hogwonguy]

Periodically and without any warning my new hp envy x360 running windows 10 on an intel i5 dual core processor with 12 GB RAM I bought last August so it came preinstalled with windows 10 will freeze on me and nothing except hitting the power button and restarting it fix the problem. I've been on chat and twitter support for what seems weeks now to get this fixed and nothing seems to be working, I've updated windows, updated the bios, all the drivers, done hardware checks and none of this has solved the problem.

HP support now suggests that reset my laptop to the factory settings but before I do that and all the hassles of reinstalling my data (just backed it all up) I want to make sure this will once and for all solve the problem. 

I've done some research and this seems to be a common problem on windows 10 laptops, that there may a way to fix this by adjusting something the BIOS or in the windows power settings. I've also been told to just go back to an earlier version of windows.

Its been driving me nuts for months and whats worse is if this is a "common problem" why doesn't tech support seem to know about it?

[Riddle_Decipher]

@hogwonguy

Welcome to HP Forums, 

This is a great place to get support, find answers and tips,

Thank you for posting your query, I'll be more than glad to help you out 🙂

As I understand the HP x360 freezes randomly,

Thank you for providing such details that help me get right to the point, rather than probing for more information, I appreciate it.

That said, I must let you know that the tech support is aware of the solution, however, that doesn't mean this is a common issue,

I suggest you perform the steps below to resolve your concern,

Lets start with performing a hard reset on the PC to release any excessive static/power that could have to cause 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.

For more details, you can try these documents as well.

Computer Is Slow (Windows 10)
 

Let me know how that pans out, 

Feel free to post your query for any other assistance as well,

It's been a pleasure interacting with you and I hope you have a good day ahead.

If you wish to show appreciation for my efforts, mark my post as Accepted Solution.

And click on the Purple Thumbs up icon at the bottom of my comment.

Regards,

[hogwonguy]

I've done all those things mentioned above, updated the bios twice, but will a restore to factory settings fix this issue? I don't want to be back here in 6 weeks with this issue again

What's interesting is my sister had this exact same problem with a new Dell Laptop running windows 10 and one of the students I teach was also having the exact same problem with another brand laptop running windows 10

[Riddle_Decipher]

@hogwonguy

Thank you for the update,

I appreciate your time and efforts,

I understand your concern and also your friend circle seems to point out that this is a windows 10 issue,

Hence a system recovery using the HP media should resolve the issue completely if you've already done a full system test as suggested previously and it passed.

Possible a bad installation or a corrupt system file within windows that's causing the issue,

Once reinstalled using the HP media, it should be taken care off: Click here for details.

Keep me posted,

If the information I've provided was helpful, 

Give us some reinforcement by clicking the solution and kudos buttons, 

That'll help us and others see that we've got the answers!

Good Luck.

[hogwonguy]

I have just followed your advice about doing a system restore to factory settings. I used the recovery manager to back up all my data files. I'm now to the stage where I want to restore them and your lovely chat people refuse to help me instead they keep sending me to hpfriend to pay for having this done. I was following YOUR INSTRUCTIONS on a laptop that is UNDER WARRANTY and now You want me to pay for help getting my data back? I am not happy!!! Here is where I am at: Got to my external hard drive, open it up, I see a folder named backup_2017-03-25 161024, I click on that next I see, a folder named FB Data, another folder named language, 4 .dll files (burnlib, discverifiedlib, filebrowser, and hpfilemgr) below that I see an application named simply "restore". I've clicked on that, First I get the question do I want this to make changed to my hard drive, I click yes. I then get a screen that says, recovery manager, file restore, it says, "welcome, File restore helps you restore files that you have previously backed up, I then click on "next" I get "Which files do you want to restore?" With a list of "pictures', "music and other audio files", "videos and movies", "recorded tv shows", " documents, spreadsheets, presentations" and finally "emails internet favorites and settings", all the boxes are checked, I click "Next" HERE IS WHERE I RUN INTO THE PROBLEM THAT could be bothered with helping answer this simple question!!!!!!!!!!!!!!!! I come to the screen that says "Where do you want to save the backup files?" I get a choice" C: Local disk total size 900 odd GB, free space 855 GB 😧 Local disk, total size 11.43 gb, free space 1.39 GB E: Removeable (I assume this is external HD) size 931GB, free space 364 GB NOW THE PROBLEM: I click on C: then next I get this dialogue window Browse for folder with a bunch of folders listed. WHICH FOLDER DO I SAVE THIS STUFF TO??? Is that too hard of a question for somebody to answer for me? I spent 7 hours yesterday backing this stuff up another 3 hours doing the restore yesterday, now I've spent 2 hours trying to get my data restored. THIS IS NUTS!!!! Can somebody help me, it's causing me to get behind on my work, thanks