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One of our users has an HP Elitebook that is experiencing periodic screen “freezing”. He says that it happens a couple times a day where his mouse/keyboard become unresponsive and the screen seems frozen for 2-5 seconds.

I have done some research and i think I have it narrowed down to the Video Card or the BIOS needing a driver update. Unfortunately my user needs this laptop to work on, so I only get to work hands on with it for 10 minutes or so before he come needing it back. As a result of this I have never personally seen the screen freeze.

So I was wondering, first if anyone has had this problem before (if so how did you resolve it)? Second, am I correct in assuming BIOS/Video Card? Third, does anyone have any Ideas on how I can recreate this event? (diagnostic tool, stress test, etc…)

Lastly, WILDEST guess on a solution/cause is greatly appreciated… (for fun!)

Thanks Community!

@HP

6 Spice ups
2

did you test the RAM?

Sounds like RAM to me.

run a memtest

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What OS? Hopefully Windows 7: http://www.techrepublic.com/blog/window-on-windows/explore-the-problem-steps-recorder-in-windows-7/849

I’ve also seen antivirus cause this. I think it was something with the keylogger detection. Seemed to lag whenever the keyboard was used.

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The display freezing issue happens because older version of the video drivers are not compatible with the Power Management and Power Saving modes of Windows Vista or Windows 7. To check this out place the computer into safe mode and see if this fixes the display freezing issue. If it does fix the problem then its the video drives because if the freezing does not happen in Safe mode this would be because windows safe mode does not utilize the video drivers

Hp released fix for this issue (Driver update available), you can find more information and how to solve this isuse in this link:

http://www.tricksguide.com/notebook-display-freezes-on-hp-elitebook-8540w.html

Hope it helps :smiley:

1 Spice up
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I guess my response would be to swap the user out with another laptop. If they simply cannot be without their laptop for the length of time it will take for you to diagnose and resolve the problem, then they get to live with the issue. Once you can get your hands on it for a while then you should be able to narrow down the culprit pretty quick. I agree to run the memtest and see if that’s your issue, and also to make sure the AV is current. I’ve seen issues where a virus caused this (as it was sending out its calls across the network) and that should have you worried enough to want to get your hands on it for longer than 10 minutes at a shot.

1 Spice up
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Scott696d wrote:

I guess my response would be to swap the user out with another laptop. If they simply cannot be without their laptop for the length of time it will take for you to diagnose and resolve the problem, then they get to live with the issue. Once you can get your hands on it for a while then you should be able to narrow down the culprit pretty quick. I agree to run the memtest and see if that’s your issue, and also to make sure the AV is current. I’ve seen issues where a virus caused this (as it was sending out its calls across the network) and that should have you worried enough to want to get your hands on it for longer than 10 minutes at a shot.

Ideal, yes… problem is we are a small business without the nice resource of ‘extra’ laptops :stuck_out_tongue:

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What OS? Hopefully Windows 7: http://www.techrepublic.com/blog/window-on-windows/explore-the-problem-steps-recorder-in-windows-7/849

I’ve also seen antivirus cause this. I think it was something with the keylogger detection. Seemed to lag whenever the keyboard was used.

while that is awesome software, my users ask me (over the phone) if they are still logged in remotely, because they don’t know the difference between their local desktop and their Remote Desktop Connection…

So asking them to open control panel and search is like 5 too many steps.Dave7803 wrote:

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Zach333 wrote:

What OS? Hopefully Windows 7: http://www.techrepublic.com/blog/window-on-windows/explore-the-problem-steps-recorder-in-windows-7/849

I’ve also seen antivirus cause this. I think it was something with the keylogger detection. Seemed to lag whenever the keyboard was used.

while that is awesome software, my users ask me (over the phone) if they are still logged in remotely, because they don’t know the difference between their local desktop and their Remote Desktop Connection…

So asking them to open control panel and search is like 5 too many steps.Dave7803 wrote:

How about two steps?

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More likely a memory issue. Check the memory out. Then if the memory pass the test, I would jump to the Hard Drive next.

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I agree lol

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Yes, I have experienced this. I have an Elitebook 8540w running Windows 7-64 bit. I don’t believe it is a RAM problem because I regularly use 70-85% of my physical RAM in this machine.

The video drivers have been updated several times since I started using it in May 2011 and the freezing has lessened to some degree. At first, it was happening 5-6 times a day, mostly in Outlook, but at least Windows would pop-up an alert stating that the video sub-system had locked up and it actually would restart the program. I am sure that it is a driver issue most likely caused by Windows and the video card fighting over use of shared memory even though I specified and have a separate video card (NVidia Quadro).

I would enable the user as a local admin for a time and let him download and install the updated drivers from HP. It should not hurt, and could help him until HP/nVidia/Microsoft work out the issues completely. After the last update, I am experiencing the freeze only about once per week.

1 Spice up
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Like DEngelhardt I have the same laptop with a dedicated graphics card and I get the screen flash and the windows message that there was an issue with the driver once in a while. But I haven’t had the freezing issue like mentioned.

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All too often when troubleshooting from user reports we spend a lot of time without answer.

While I can give you a list of things to look for, the first key step if for you to recreate the error and see what the PCs is doing. I like to keep the task manager up and keep an eye on the HD light. And of course I also suspect the mouse and keyboard…

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WILDEST guess on a solution…of getting a user away from their laptop

The person should eat for a while each day, so work while they are gone. If they do so at their desk you have the opportunity to effect the food in such a way that would require time in the company lav, even more of the person is the sort who needs to go home to do such things.

Have an employee of the appropriate gender make an accusation of a personal nature, then use the time the employee spends in the HR office to service the system.

Start a small fire in another department, ideally on you have a gripe with. Use the evacuation time to service the system. Bonus points for using working during evacuation at performance eval for raise.

Have person take co-worker(s) out for extended birthday lunch. Sabotage car if more time is needed.

Set the PC to remotely shut down every 15 minutes, the added frequency of problems will force the person to make time for you.

2 Spice ups
15

Tim7139 wrote:

WILDEST guess on a solution…of getting a user away from their laptop

The person should eat for a while each day, so work while they are gone. If they do so at their desk you have the opportunity to effect the food in such a way that would require time in the company lav, even more of the person is the sort who needs to go home to do such things.

Have an employee of the appropriate gender make an accusation of a personal nature, then use the time the employee spends in the HR office to service the system.

Start a small fire in another department, ideally on you have a gripe with. Use the evacuation time to service the system. Bonus points for using working during evacuation at performance eval for raise.

Have person take co-worker(s) out for extended birthday lunch. Sabotage car if more time is needed.

Set the PC to remotely shut down every 15 minutes, the added frequency of problems will force the person to make time for you.

LOL Brilliant!

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Hello

I have something like this but my screen will turn white and I find my CPU is running at 105% and the ram is running only at 25%. 2011 HP Elite Book 2740p Win 7 pro intel core 17 vPro. Tablet/laptop

Dose any one have any idea what this can be? Also had to remove McAfee, it was one of the biggest problem but have been using Trend Micro Titanium.