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‎12-14-2018 10:30 AM - edited ‎12-14-2018 10:58 AM

HP Recommended
Product: HP ENVY x360 Convertible 15-bq1xx
Operating System: Microsoft Windows 10 (64-bit)

Hi,

 

I have had this HP ENVY x360 Convertible 15-bq1xx laptop since June and it always crashed once a day, usually after 10-15 minutes of using it. It was never a huge issue because it crashed only once a day and then was ok until the next day. Weird I know but it was just an inconvenience. I had all drivers up-to-date and everything and I just assumed it was the AMD card being just subpar.

 

Today, I was overjoyed to see the HP assistant tell me there was a BIOS update to version F.19 which was dealing with stability issue. I was excited to finally get rid of my once-a-day crash.

 

The once-a-day crash is now a every-5-minutes crash. If I try to play a video on youtube, it crashes. Or instead of crashing, it will slow down to a crawl, mouse will be unbearably laggy (with a mix of freeze thrown in there as well) and a windows  notification will repeatadly pop-up saying Chrome.exe was blocked from accessing the graphics hardware. The message would dissapear and immediately pop back up until the sweet relief of the laptop crashing a minute or 2 later.

 

The incovenience I had before where the laptop crashed once but was still perfectly able to use for videos, software usage, programming via Visual Studio etc. has now made way to the horror of having a 6-months old laptop that is completely unusable.

 

I did a BIOS rollback using Win+B on startup but the rollback failed. The cmd command "wmic bios get smbiosbiosversion" shows it is still on F.19. And laptop is still crashing repeatedly.

 

I tried going back in time to a restore point to discover that my Windows 10, because it was upgraded more than 10 days ago (September if I remember correctly) cannot be sent back to a previous restore point. Kill me!

 

I need this fix yesterday. I am going on a trip to a different continent in 5 working days and this laptop MUST be fixed by then or the trip will because pointless. 

I tried calling your phone support but apparently it closes at 6pm on a Friday and it was 5pm when I tried calling and the phone lines were already closed.

 

I need help in the worst way imagineable.

 

UPDATE: And yes, the laptop crashed 30 seconds after posting this. Apparently, even that was too much for it.

 

Simon

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