laptop (almost) freezes and will not respond to mouse clicks

[MyeMye]

I've upgraded my laptop to Win 10 and added more RAM (now at 8G). Generally the pc works ok for a while (can be many minutes, even a couple of hours) but then stops responding to mouse clicks (other than acknowledging them). Occasionally selecting power down just doesn't.  The only way out is a hard switch off.  The pc will start up again ok, until the next time.  I have a temperature graph (speccy) which shows the processor fluctuating in temperature and then the temperature drops as the failure mode happens.

Is there a way of finding out why it stops (eg a log file) and what I can do about it?

[Sparkles1]

HI @MyeMye,

Welcome to the HP Forum! It is a fantastic site to find information, tips, and suggestions. For you to have the most rewarding experience please review the HP Forums Guide. First Time Here? Learn How to Post and More. I was unable to locate your precise model of HP notebook, as the information you provided was not quite complete. There should be a couple of letters after the model you provide.  Please verify that information for me. HP Notebook PCs - How Do I Find My Model Number, Serial Number or Product Number?

Have you done all your Windows updates?

Have you run the Windows troubleshooter?

Have you run the HP Support Assistant?

This may help in the meantime. HP PCs - Computer Is Slow (Windows 10)

Please let me know the results from the troubleshooting when you post the requested information.

If this post helps you to resolve the issue, please pay it forward by clicking "Accept as Solution", to the right of the thumbs up icon. You can click the"Thumbs Up Icon" to show gratitude! 🙂

[MyeMye]

Hello Sparkles1.  Thanks for the response.

The laptop is a Pavilion dv7ea, WR197EA#ABU, 1449ea 65.38, Bios F.29.

Windows Update shows two errors relating to the printer.  I note that others in the Forum have had similar errors and the advice is to hide them.

Windows troubleshooter had little to say other than Windows Media Player might not be set up.

HP Support Assistant also showed nothing of importance.

Where to now?

[Sparkles1]

HI @MyeMye,

Thank you for your reply.

You stated that you have a DV7 1449ea with the product number WR197EA. When I searched with the product number I got a Pavilion dv7-4050ea.Pavilion dv7-4050ea Specifications. Would you verify that is the model you have? Windows 10 has not been tested on the  Pavilion dv7-4050ea so the outcome is unknown.  

Have you done all your Windows updates?

Have you run the HP Support Assistant?

Have you run the Windows troubleshooter?

You could also test for hardware failures to rule that possibility out. HP Notebook PCs - Testing for Hardware Failures (Windows 10, 😎

Have you checked for viruses and malware?

Please let me know the outcome.

[MyeMye]

Hello again,

According to the labels the model is a -4050.  The 1449 comes from the "System Id" of the test software.

All the Window updates are complete.

I' have run HP Support Assistant.

I have run Windows troubleshooter.

I have run the HP hardware tests.

I have run a full virus check too.

The only obvious issue is that the battery is showing a cell failed.  This should not affect the system as it's always operated with the power adapter connected.  It might explain why the battery does not last long if unplugged from the adapter.

I tried to load the intel processor checker but it would not run at all.

The sysyem became unresponsive twice while I've been typing this so needed two restarts.

Any more thoughts?

[Sparkles1]

Hi @MyeMye,

Thank you for the update and the clarifcation on your model.

You can check the processor using the HP hardware test. The instructions are in the link I provided in my previous post.

Did the Windows troubleshooter find anything?

Does the notebook seem like it may be overheating when this occurs?

[MyeMye]

Sparkles1,

The HP hardware test reported no issues.

Windows troubleshooter also showed nothing.

The heating question is interesting.  The pc has had a new fan fitted about six months ago and has since worked ok.  Prior to that it ran very hot and would power off unexpectedly.  The Win 10 upgrade was in May.

The current issue is since Win 10 was loaded (via cloning).  The effect of overheating is to switch off the pc completely without warning.  This has only happened once in recent weeks.

The pc runs quite hot, averaging over 90 degrees C when it's working and the fan can be heard with variable speed.  The symptoms are that the fan goes quite and the temperature then falls to around 60 degrees C with little fluctuation.  At this point there is little response, programs don't load, pc doesn't turn off, programe report "not responding".

What would you expect the normal processor temperature to be?

The idea of running Intel's processor test was to see if it would find any issues with the processor as it might be more thorough than HP's 10 second test.  Alas that didn't run at all.

[Sparkles1]

Hi @MyeMye,

Thank you for your reply.

Did you follow all the suggestions in the computer is slow document?

If you check the bios do you have version  F.29 installed? Did you try cleaning the vents on your notebook to increase air flow? Dust and dirt can accumulate rather quickly.

Did you do a system cleanup? Disk cleanup in Windows 10 (from support.microsoft.com). Another link that may help with that process is How to Open and Use Disk Cleanup in Windows 10 (from tenforums.com). Have you tried closing any background programs you are not using?

[MyeMye]

Hello Sparkles1,

I've been through all the helpful documents so far but nothing seems to have improved the reliability yet.

The bios is F.29.

The vents are as clean as I can make them without taking the box apart.  When the fan was changed earlier this year there was very little debris blocking the vents after 5 years of use.

Disk cleanup recovered a small amount of space but there's plenty left anyway (164G used of 442G).

It's difficult to know which programs are background and are not in use.  I've not found anything that particularly causes the problem in normal operation.  Win 7 always seemed to work except when the overheating caused a power off event.

I've also loaded the latest bios into the SSD.

I'm beginning to think a return to Win 7 and the original HD may be the only way forward.  Seems a pity though.

[Sparkles1]

Hi @MyeMye,

Thank you for the update.

When I checked the maintenance and service guide for your notebook, there are no SSDs listed as recommended replacement hard drives. HP 15 Notebook PC Maintenance and Service Guide. Chapter 3, page 17, item 9 has a list of the recommended replacement hard drives. This does not mean it will not work only that the outcome is unknown. When I searched for drivers I also noted that Windows 10 drivers were not available from HP, which means that HP has not tested that OS with this model and therefore the outcome is unknown. You could try installing Windows 7 on your SSD hard drive to see if that would help before reinstalling the old drive. You could also consider contacting HP Smartfriend Services for assistance with improving the performance before making any changes.

Please let me know the outcome.