1

So… the past couple of weeks we have been experiencing a weird issue. All our laptops and desktops have been locking up (not all at the same time). And I mean, image on the screen, but nothing else responds, locking up. Even the network on the computer is locked.

I have verified that this is only on our HP Desktops and Laptops (i use a Lenovo, so it’s not affecting that).

Nothing odd in the event logs. I’m thinking it could be attributed to a windows update. But since the issue is so sporadic, I am having a hard time pinpointing the root cause.

@HP

5 Spice ups
2

That sounds an awful lot like a network switch going crazy like a broadcast storm.

3

I wish… that would be an easy fix. The computers are distributed throughout the facility on different switches. nothing out of the ordinary on the switches. The computers become completely unresponsive, but nothing is going on. Keyboard and mouse are dead, no network no remote screen is up, no lights blinking (to indicate any activity).

They’re catatonic.

1 Spice up
4

Yeah, I think you just won the weirdest IT issue this year. Having them all freeze at the same time and only HP equipment is…just…odd.

2 Spice ups
5

Hi Juanoflo,

I see that you are having issues with your HP laptops and desktops locking up. If you have not received a resolution from the Community please feel free to ping me.

Cheers,

Cheron backup for Priscilla@HP

@pbrain

6

@Denis Kelley - Not all at the same time. It’s sporadic.

7

Since it appears that it was working fine at one time, then stopped for only a particular brand, I would start by checking out the drivers on those HP machines (reinstall, find newer, or roll back). Starting with the video drivers, then NIC.

3 Spice ups
8

But it started a couple of weeks ago? I would definitely check in Add/Remove Programs (sort by date) and in the Windows Updates history for anything that was installed during that time frame.

2 Spice ups
9

We had an issue like this on our HP PC’s and it ended up being the HP Support application that was installed. It was trying to open a screen and somehow failed in doing so, which caused the PC to be unresponsive. We uninstalled the HP Support application and never had the issue again. It did not happen immediately after rolling them out, closer to a year after being deployed. Maybe something about the warranty? I don’t know.

10

Are you on a custom Windows install or the OEM install?

11

Custom image.

12

have you tried a system restore?

13

We disable system restore on our builds.

14

The first thing i would attempt is a re-image on one of the machines. Put it in a OU that won’t receive windows updates. See if the base image has the problem along with the others. I know not doing updates isn’t the ‘best practice’ but this will eliminate updates. If the machine does freeze on the base then you know it is something more but if it doesn’t freeze then it is an update to the HP lines. I guess it could be a bios update, but those don’t pass thru WU do they?

15

We have had the same issue here with several HP desktops. I saw online that HP support assistant rev 7.7.34.34 and newer can cause random hangs. I can’t find the article now. The fix is uninstalling the HP support assistant. We did that on several PC’s and the problem has gone away.

1 Spice up
16

Its not this problem is it?

http://community.spiceworks.com/topic/1318907-usb-hp-optical-mouse-issue-and-windows-7-8-10-strange-issue

17

First thing I looked for, @Kim5566. But alas, that is not it. I think it may have something to do with the solid state drives. Going to check for any firmware updates on the drives.