Repeated random reboots HP Notebook - 15-ba016au

[xulture]

Hi guys,

I recently purchased the laptop and have been having problem with random reboots from the beginning.

When it happens, laptop behaves as if someone has pushed a 'reset' button.  There are no warnings of any kind, and nothing recorded in windows 10 event log (apart from win10 noticing that it wasn't shut down previously, as it starts to load up again).

Steps I've taken to attempt resolve problem:

1. disable Automatically restart (in System Properties / Startup and Recovery / System Failure). -- I'm still not getting the blue screen.

2. Laptop was purchased with BIOS F.21 installed.  I attempted to install older version F.13 -- it didn't fix th eproblem.  Then new F.22 was available for download via HP Support Center and I installed it -- still didn't fix the problem.

3. I reinstalled the whole system from scratch, with Legacy Boot enabled, using Windows 10 Enterprise -- it didn't fix the problem.

4. I ran extensive hardware test in HP Diagnostics tool (F2 while booting) -- it didn't find any problems, and it didn't fix the problem.

5. I then reinstalled the whole system from scratch again, with UEFI (Legacy Boot disabled), using Windows 10 N Enterprise -- and it still didn't fix the problem.

6. Since the event is more likely to occur during longer (4-5+ minutes) period of high CPU usage and high HD usage, I installed temperature monitoring tools.  They show that temperature stays mostly the same (50-60C) not signifying overheating. 

All drivers are up to date as per HP Support Center.

Could you please let me know if there is anything else I can do?  I feel like in this state, the laptop is not usable -- I can't tell if it will reboot right now as I'm writing this post..

There are times with hours passing by without the problem, and there are times when the problem occurs every 5-10 minutes, and I haven't been able to identify what is causing it (apart from CPU and HD use).  I attempted to simulate similar usage (eg playing 8 different movies at the same time at 4x the speed using VLC) but without success.  There is no direct corelation.  Even in this test I can sometimes run for 4-5hours without reboot.

[Jeet_singh]

Hi @xulture,

Welcome to HP Forums, this is a great place to get support, find answers and tips, Thank you for posting your query, I'll be more than glad to help you out 🙂

As I understand the computer is not booting into the windows anymore, I'm amazed at your technical competency and Kudos to you for that.

Since you have followed all the steps, I would suggest you contact our HP phone support for further assistance. Please fill in the product details to get the tech support number. 

Please use the following link to create yourself a case number, then call and it may help speed up the call process:

Step 1. Open link: www.hp.com/contacthp/

Step 2. Enter Product number or select to auto detect

Step 3. Scroll down to "Still need help? Complete the form to select your contact options"

Step 4. Scroll down and click: HP contact options - click on Get phone numberCase number and phone number appear.

They will be happy to assist you immediately.

Keep me posted for any other assistance,

If I have helped you resolve the issue, feel free to give me a virtual high-five by clicking the 'Thumbs Up' icon below, 

Followed by clicking on "Accept as solution" from the drop-down menu on the upper right corner,

Thank you for posting in the HP Support Forum.  Have a great day!

Regards,

[xulture]

Hi @Jeet_singh,

Thanks for the warm welcome!

Laptop is booting into windows -- it appears to be working fine, until it reboots at random..

I have chatted with support person and got some new ideas about testing power and battery -- perhaps the 'reset' look of the problem is related to inadequate power to the main board..

Cheers,

Sasha

[Jeet_singh · Accepted solution]

Hi @xulture,

Thank you for posting on the HP Support Forums,

I have brought your issue to the attention of an appropriate team within HP. 

They will contact you shortly and likely request information from you in order to look up your case details or product serial number. 

Please look for a private message from an identified HP contact. 

Additionally, keep in mind not to publicly post personal information (such as serial numbers and case details).

If you wish to show appreciation for my efforts to help you out, mark my post as Accepted Solution.

And click on the Purple Thumbs up icon at the bottom of my comment.

Regards,

[IndyGypsy]

Hello,

I am having the exact same problem!!! It started occuring right around the same time frame as your post date....interesting. I too performed many different steps in order to diagnose or fix the issue without sucess. My problem is exactly as you described. I can be watching movies for hours with no random reset/crash/reboot and other times it happens within minutes or every 15 mins. I get no blue screen either, no warning, its is like someone hit the resart button. The computer comes back on like normal. It really is a painful enigma because I am in grad school and need my computer to work!! It shut down on me and lost a bunch of work. I try to remember to save constantly but sometimes I get in a groove and bam! The shut down....and I loose my hard work! I look at reliability monitor and it just says "windows was not shut down properly". I have also cleaned the vents and monitored for heat and it is not overheating.

Can anyone please tell me what this could be? ARGH!! 

I have an HP 15 F1100dx, running windows 10 -64 bit