Possibe Issues with the Intel UHD 630 GPU

[pong876]

So after using my laptop for a few months I started to notice random freezes, the laptop would freeze and I would be forced to reboot by long pressing the power button CTRL+ALT+DEL does not work the mouse is completely unresponsive. I ran a few tests on my hardware and all test came up good the freezes would occur randomly even when idle. I tried doing a clean install of windows and the problem still occurs somehow I decided to try disabling the UHD 630 device in Device Manager and now i have no freezes but I cant play any games or do anything even remotely graphic intensive if I could get some help it would mean alot I have tried alot of different solutions to no avail.

System Specs:

HP Pavilion Gaming 17-cd0010nr

12 GB Ram

Intel I5 9300H

Intel UHD 630 

Nvidia GeForce GTX 1050

Windows 10 Pro 20H2

[Alberto_Sykes]

pong876, Thank you for posting in the Intel® Communities Support.

In reference to this scenario, just to let you know, when a computer is showing freezing problems that issue could be related to overheating, so what we can try first is to run the Intel® Processor Diagnostic Tool, it does an overall test on the Intel® Processor and if the unit passes the test it means that it is working properly:

https://downloadcenter.intel.com/download/19792/Intel-Processor-Diagnostic-Tool

By any chance, do you have the option to test an external monitor just to rule out a possible problem with the built-in display?

Please provide the SSU report so we can verify further details about the components in your platform, please check all the options in the report including the one that says "3rd party software logs":

https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility-for-Windows-?product=91600

Please provide the Intel® Graphics report as well for us to confirm the Graphics configuration on the laptop:

https://www.intel.com/content/www/us/en/support/articles/000005848/graphics.html

Any questions, please let me know.

Regards,

Albert R.

Intel Customer Support Technician

A Contingent Worker at Intel

[pong876]

Thanks for your Reply I can confirm that the issue still occurs with an external monitor

[Alberto_Sykes]

pong876, You are very welcome, thank you very much for providing that information and the reports.

It is great that the Intel® Processor passed the Intel® PDT test, because now we can rule out a possible hardware problem with the unit itself, the Intel® Procesor is not getting overheated or anything, it is working fine.

We always recommend to install the graphics driver provided by the manufacturer of the computer, since that driver was customized by them work with your specific platform.

I looked on HP's web site and the latest Graphics driver version that they have available is 26.20.100.8141 Rev.A, please try a clean installation of that driver following the instructions in the link below, once you get the chance, please let us know the results:

https://www.intel.com/content/www/us/en/support/articles/000057389/graphics.html

https://support.hp.com/us-en/drivers/selfservice/swdetails/hp-pavilion-gaming-17-cd0000-laptop-pc/26122230/swItemId/ob-254029-1

Regards,

Albert R.

Intel Customer Support Technician

A Contingent Worker at Intel 

[Alberto_Sykes]

Hello pong876, I just wanted to check if the information posted previously was useful for you and if you need further assistance on this matter?

Regards,

Albert R.

Intel Customer Support Technician

A Contingent Worker at Intel

[Alberto_Sykes]

Hello pong876, Since I have not heard back from you, we are closing the case, but if you have any additional questions, please post them on a new thread so we can further assist you with this matter.

Regards,

Albert R.

Intel Customer Support Technician

A Contingent Worker at Intel