HP Pavilion 15 Shuts Down During Video Calls – Need Help!

[Alinawilliams]

Hi everyone,

I’ve been facing a strange issue with my HP Pavilion 15 (model 15-cs3073cl) running Windows 11. Over the past week, the laptop has started shutting down abruptly during video calls on Zoom and Microsoft Teams. There are no error messages or overheating warnings — it just powers off out of nowhere, usually about 15–20 minutes into the call.

I’ve already tried several troubleshooting steps. I updated all drivers, including graphics and network drivers, and ran HP’s built-in hardware diagnostics, which didn’t show any problems. I also monitored the temperature using third-party tools, and it seems normal. The strange part is that this only happens during video calls — everything else, like browsing, streaming, and light gaming, runs fine.

I'm wondering if a recent system update could be causing a conflict. I installed an update about two weeks ago, and this issue started shortly after. I’m really hoping someone here has experienced something similar or might know what’s going on. Any advice or suggestions are welcome! I really rely on this laptop for work, and it’s becoming a big problem.

Thanks in advance for your help!

[Garp_senchau]

@Alinawilliams, Welcome to HP Support Community,

Thank you for posting your query; I’m here to help by guiding you through steps to resolve this issue

It sounds frustrating to deal with this kind of issue, especially when you rely on your laptop for work. Based on the details you provided, here are a few steps you can try to address the problem:

Set Balanced Performance in Power Options: 

Go to Control Panel > Power Options.

Select Balanced if it's set to High Performance.

Reinstall/Update Drivers from HP's Official Support Website: Even though you’ve updated drivers, it's best to download the latest versions directly from HP's official website.

Visit the HP Support website and enter your laptop model number (15-cs3073cl).

Download and reinstall the latest drivers for your graphics card, network adapter, and any other essential components.

HP PCs - Downloading or updating software and drivers | HP® Support

Rollback the Windows Update: Since the issue started after a recent system update, it’s worth considering rolling back the update to see if that resolves the problem.

Go to Settings > Windows Update > Update History.

You may refer to this guide: HP PCs - Go back to a previous version of Windows | HP® Support

Update the BIOS: A BIOS update can often help fix compatibility issues, especially with newer operating systems like Windows 11. 

Refer to this guide: HP Consumer Notebook PCs - Updating the BIOS (Basic Input Output System) (Windows) | HP® Support

Restore to a Previous Restore Point: If none of the above steps help and the problem persists, you can try using System Restore to go back to a point before the issue started:

Go to Control Panel > Recovery > Open System Restore.

Choose a restore point before the update (or when the laptop was working fine).

This will undo any recent changes that could be causing the issue, like updates or software installations.

I hope this helps.

Please feel free to reply here if you have any questions or if you need further clarification on any of the steps. 

Take care and have a good day. 

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Regards,