HP Envy 360 laptop w/ Windows 10 has frozen up a few times when a Windows update is coming, and I need advice what best to do?

For a couple days before the update, I notice the machine isn't going to sleep, it stays on completely, so I unplug it so it does finally go to sleep. I check the task manager and it shows a system task in high use. Then out of nowhere while I'm working, either on a browser or a file, the screen will freeze and lock. Nothing happens, it's completely frozen. I try to do a hard reboot, but nothing, try it several times, and nothing.  CTRL/ALT/DEL doesn't work. Nothing works, it's completely frozen. I disconnect peripherals, unplug and the plug back in and try hard reboot again. Nothing. Screen is locked frozen. Can't effect anything. I wait a half hour, try again, nothing. The last time I waited about an hour, went back and the machine unlocked on its own and started updating. 

 

I'm nonplussed why Windows freezes up, and why it eventually unfreezes after multiple attempts to resolve it. The time before last, Windows just shut down, screen went black. I have talked with the HP Support and they said it's the Windows update. I've never had Windows updates cause that much trouble. I also checked the Reliability report and for both times it locked up, it showed a hardware error.  To note, after it's all over, once it does come back, the computer works fine, it's just the lead up to the update that everything goes haywire. 

 

I'd like to know if this is a hardware issue or software. Of course my warranty is running out, but they've extended it to June for me, so I'd like to see if I can get an idea. I have searched online, saw in a few forums that others are having the issues with Windows 10. I'd just like to know how to best try and get the machine from freezing, and the best way to get it out of that frozen screen.   Wondering too if I should I check for updates when it's starting to show signs.  Any advice would be appreciated.

  Topic Computer Software & Hardware Subtopic Windows O/S
3 Years 0 Answers 1.9k views

K Grace-Lily

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