HP Spectre 15-BL012DX Completely Freezes Momentarily

[DavidSMP]

Hi @cm2785,

Thanks taking an interest in the HP forums.  A very good day to you. 🙂 I understand that you require assistance regarding updates for the computer as it seems to freeze randomly. It will be a genuine pleasure to help you. 🙂

Great description of the issue before posting. Kudos to you on that score. 🙂  .  You are a valued HP customer and it is a privilege to share this platform with you. 🙂

First off, we need to isolate the issue to being hardware or software related.

• Have you run complete system diagnostics on the machine to isolate that the hardware is fully functional.
• Are all your drivers up to date?
• Did this begin recently after a windows or software update do you know?

For starters, please check by running complete system diagnostics from this link: http://support.hp.com/in-en/document/c03467259

Please follow the option “Run the Extensive Test (2 hours or more”) then if all the diagnostics pass, please ensure that the bios, chipset, graphics, audio and network drivers are up to date from this link: http://hp.com/drivers  please select the country, and type the product# of the unit and follow the on-screen instructions.

If they are up to date, then there should be no cause for concern.

Please check the link for slow performance that may help: https://support.hp.com/us-en/document/c05207140

Please check this link for task manger CPU usage when the system freezes randomly: http://support.hp.com/us-en/document/c03671001

This should do the trick for you. Please keep me posted. I will keep a watch for your reply.

ope this helps.  Let me know how this goes. I genuinely hope the issue gets resolved without hassles and the unit works great. 🙂  Please reach out for any issues and I'll be there to assist you. 🙂

Hope this helps.  Let me know how this goes. I genuinely hope the issue gets resolved without hassles and the unit works great. 🙂  Please reach out for any issues and I'll be there to assist you. 🙂

 If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles. 🙂

To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help.

Take care now and have a splendid week ahead. 🙂

[alexkarcher]

I've already updated the BIOS on my laptop before I stumbled on this thread. I'm running the feb 21st, 17 BIOS update. 

I'm having the same issue as everyone else here with a Spectre x360 130ac033dx. The computer locks up for 5-10 seconds every few minutes, becoming totally unresponsive to keyboard, trackpad, or touchscreen input. Restarting fixes the issue, but sometimes only for a few minutes.

Is there any way to fix this without sending the computer back to HP?

[DavidSMP]

Hi @alexkarcher,

Good day!  🙂  Welcome to the HP community. I reviewed the post about freezing issues on the computer. I’ll be glad to assist you with this. 🙂  

You are a valued HP customer and we appreciate you greatly for doing business with HP. I have reviewed the situation and it is paramount that we address your issue. A fabulous job was done to update the bios. Hats off to you on that score. 🙂

Is this a recent occurrence and did it happen after a windows or software update?

For a start, please try to follow the steps from this document relating to task manager and check which app or program is using a lot of CPU usage. You will need to disable or stop that app. Please visit this link for further assistance: http://support.hp.com/us-en/document/c03671001  and check if this works.

Also, check the all the steps for performance issues from this link: https://support.hp.com/us-en/document/c05207140

If this does not work, please run complete hardware diagnostics from this link: http://support.hp.com/in-en/document/c03467259

Then run the both extensive tests and component tests to isolate all possible hardware issues.

Please keep me posted. I will keep a watch for your reply. Please perform all these steps diligently and patiently. This should do the trick for you.

Hope this helps. Let me know how this goes. I genuinely hope the issue gets resolved without hassles and the unit works great. 🙂 Please reach out for any issues and I'll be there to assist you.

To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help. If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles. 🙂

Take care now and have a splendid week ahead. 🙂

[alexkarcher]

Hi @davidsmp

This issue has been happening since day 1 with the computer, and persisted through a clean install of Win 10 pro a few weeks ago. The creators update also hasn't fixed it.

I ran both the hardware tests you linked to and the computer passed all of the tests.

[DavidSMP]

Hi @alexkarcher.

I reviewed your super quick post. Brilliant effort and terrific job on trying all the steps to try and correct the issue. 

. It has been an absolute privilege to share this platform with a customer that has displayed great credentials as a technician. The copious troubleshooting and investigations performed by you could have turned even Sherlock Holmes green with Envy! 🙂 Fantastic effort. Kudos to a job very well done. 🙂

As you've tried everything and the issue has not been corrected, please contact HPphonen support for further assistance as this could be a hardware issue with the computer as there is more to it than meets the eye.

 Step 1. Open link: www.hp.com/contacthp/

Step 2. Enter Product number or select to auto detect

Step 3. Scroll down to "Still need help? Complete the form to select your contact options"

Step 4. Scroll down and click: HP contact options - click on Get phone number, Case number and phone number appear.

They will be happy to assist you immediately.

If the unit is under warranty, the manufacturer’s warranty should take care of it for you

Trust me I've done everything I can to assist you by keeping your best interest in mind. I hope the unit after repair works great and stays healthy for a long time. 🙂

To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help.

If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles. 🙂

Do take care stay healthy, keep smiling big and have a blessed year ahead. 🙂

[cm2785]

Unfortunately it seems we've spent $2,000 on junk that doesn't work and HP has no answers but the usual run around... I'm an IT and have now stopped recommending these systems to people and my recommendations sell many computers a week.. I was too busy to return the piece of junk so for now it just sits in the bag... I'm giving HP a couple more weeks to release a patch to fix this but that's highly unlikely as from the responses on this board they don't care, then I'm going to utilize my Best Buy warranty and keep sending it back to them until they lemon law return it.. clearly there is a major issue here that someone high up in HP should be handling.. considering these computers cost a pretty penny and obviously they don't.. one of the studios for a major television network I manage is running all HP workstations for their rendering dept.. there are ALOT of computers.. do you think I'll be replacing those with HP next year? No way! One of those lost a motherboard the other day and it's covered under their warranty and when you call in and select the model and then select support it says please hold for an agent and then dumps the call.. every time!! I'm pretty much over HP right now

[DavidSMP]

Hi @cm2785,

Welcome to the HP forums!

I have brought your issue to the attention of an appropriate team within HP. 

They will likely request information from you in order to look up your case details or product serial number. 
Please look for a private message from an identified HP contact. 

Additionally, keep in mind not to publicly post personal information (serial numbers and case details).

Thank you for visiting the HP Support Forum.

To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help. 🙂

If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles.  🙂

Thanks and have a great weekend. 🙂

[Alepra27]

I believe I have a fix here. I bought this computer about a week ago, and I had been experiencing the same problems: completely freezing for up to 10 seconds at a time for a few minutes and then going away. I ran hardware tests, updated the bios, reverted to the last bios update, checked CPU and RAM usage; nothing had appeared out of the normal, and nothing had helped.

Even though there were no CPU or RAM spikes I decided to check which services were running just to tie any loose ends. This is where I discovered that Mcafee Livesafe was running. I knew that it came installed on the computer, but I didn't know that it was active. I uninstalled it and have had absolutely no freezing in the two days since.

If you are worried about security, I would recommend getting a reliable antivirus program. I personally like Webroot, because it runs well, has a good interface, and is not obnoxious like Mcafee. I have also heard Kaspersky is good.

I hope this helps, good luck to everyone.

[waldeck]

On my original Spectre, I removed the McAfee as soon as I powered it up and it went through it's boot up for 1st time routine. I then installed Kaspersky. It began freezing on me shortly after applying the bios upgrade. On the replacement I got, I removed McAfee right away and installed Kaspersky but did not apply the bios upgrade and have had no freezing.

[cm2785]

Thanks but I removed Mcafee the moment it fired up the first time.. still has the issue..