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PS_97
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HP ZBook 15v G5 unexpected shutdown

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HP ZBook 15v G5
Microsoft Windows 10 (64-bit)

Hi, I have a problem with my HP ZBook 15v G5 (Mobile Workstation, 2018): sometimes, it unexpectedly automatically shuts down, without a proper disconnecting screen - it just goes black and won't turn on again for at least 10 minutes (but it can last up to 45 minutes).

Some other information about the PC: Intel Core i7-8750H, 16GB RAM, NVidia Quadro P600 4GB, 1TB SSD + 256 GB SSD, Windows 10 Pro 64-bit (updated regularly).

Some other information about the issue: it started around mid-May 2020. It used to happen only when the PC was under heavy load, fans at full speed, and I thought it could have been an overheating issue (still surprising, considering that I wasn't doing anything that I hadn't already done in the past months). Anyway, the problem persisted and has occurred also when the PC wasn't that hot, nor under heavy loads.

It happens both on battery and under charge, with Wi-Fi on and off, just to name a couple different situations that made no difference: the PC shut down and doesn't wake up for quite some time.

I also assumed it could be some kind of virus: I scanned the entire system without results, then did a factory reset (including the disks), then a clean installation of Windows, then another factory reset. The problem is still there.

Although it is more likely to happen when the CPU/GPU usage is high and temperatures arise, it also happened once when downloading a film from the Netflix Windows app (not really a heavy task) and twice when looking for some settings in the BIOS (again, not really a heavy task at all).

I recently cleaned the two fans and this keeps temperatures a bit lower, but still the PC shuts down.

Today I kept an eye on the temperatures with SpeedFan software, while rendering a scene in a 3D software (heavy load, 100% CPU usage): moments before shutting down, GPU was 62°C and CPU cores ranged from 73°C to 81°C.

Every time this issue happens, when I finally restart my computer I get a black screen with the following text:

"The CMOS checksum is invalid. The CMOS will be reset to the default configuration and will be rebooted. Please check your BIOS Setup options to see if they change.

CMOS Reset (502)

ENTER - Reboot the system".

After rebooting, in the Windows Event Viewer I get a Kernel-Power critical error (ID event 41; Activity category 63).

Last piece of information: both the PC and its charger never fell down on the floor, nor got hit by anything: they are both physically intact.

Can somebody help me?

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IT_WinSec
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Hello @PS_97 

 

Welcome to the HP Support Community !

 

** If the PC shuts down without any warning, it could be hardware issue.

 

1. Please, check this article for the majority of the reasons for a PC to turn off unexpectedly - could be motherboard, battery, overheating, etc....

>> http://www.computerhope.com/issues/ch000689.htm

>> https://support.hp.com/us-en/document/c01657439

 

 

2. Perform some basic hardware checks to rule out hardware problem

 

- Make sure you have latest version of HP UEFI hardware diagnostics >> http://ftp.hp.com/pub/softpaq/sp106001-106500/sp106092.exe

with local UEFI diagnostics partition

 

- Please, shutdown the computer using the power button (pressed and hold for a few seconds until PC powers off)

- Power the computer back on.

As soon as you press the power-on button, immediately begin hitting the Esc button (like tap-tap-tap) before any logo appears. This should open a HP Startup Menu >> https://www.youtube.com/watch?v=GSN0qzXayUY

 

- Choose F2 to open System Diagnostics. Follow the on-screen instructions to perform System Test >> Fast test (part 1 and part 2)

This will check major hardware components for issue (do it just in case) . Here is more info >> https://www.youtube.com/watch?v=6JXUp43ahHA

 

Let me know the test results. Post back the results.

 

 

3. Update your BIOS / UEFI

Make sure your BIOS is the latest version  / F.28 Rev.A / released in August 2020

>> https://ftp.hp.com/pub/softpaq/sp107501-108000/sp107614.exe

 

Here are details on how to update your BIOS >> https://support.hp.com/us-en/document/c06379873

 

 

4. Ensure your drivers are up to date - use HP Support Assistant

>>  https://www8.hp.com/us/en/campaigns/hpsupportassistant/hpsupport.html

 

 

Hope this works for you, Let me know how it goes - provide an update.

>> Your FEEDBACK is important. Click below on Accept As Solution or ThumbUp+ buttons if my comments helped or to say thanks <<
*** I work for HP *** I express personal opinion only *** HP Expert - Volunteer since 2013
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PS_97
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Hi!
Thanks for your answer @IT_WinSec, I will reply in order to your points:

 

1. I have checked those links and, at least for the heat-related part, I can say the following: both my computer's fans are working properly, especially since when I cleaned them with compressed air recently. After that operation, and before mounting back the laptop's back-cover, I made sure that both the fans were connected and spinning smoothly.

The heat sink should be ok and the thermal compund on CPU and GPU should be ok as well. I did not touch it, but this PC is 1.5 years old, it shouldn't have this type of problems yet...

Of course, anyways, there is nothing I can tell for sure about other hardware components.

 

2. I actually run a hardware check back in August, using the software "HP PC Hardware Diagnostic Windows", the one that can be executed from the "HP Support Assistant" window. The PC passed all the tests, everything seemed to be theoretically ok (although my problem was still present).

Despite having already performed a test once, I agree it would be better to double-check.

So, I followed your instructions step by step, from downloading the diagnostics tool, to pressing ESC and F2 before the OS boots up, to starting a Fast Test.

The result of the test? I don't know. The PC shut itself down, without a warning, 3 out of 3 times I tried.

Always the same problem, always the same black screen when it finally wakes up 10 minutes later (just to be clear, it doesn't wake up by itself, I am just allowed to turn it on again), always the same Critical Error code...

The last time, I checked the temperatures before shutting down the system and starting the test: GPU 41°C, CPU cores ranging from 25°C to 28°C.

I had a big external fan from my room pointed straight to the computer the whole time, the PC itself lifted up about 4-5cm to ensure a good air flow, all the vents free. Best conditions for the best ventilation possible.

Still, the PC died before reaching the end. I video-recorded it so I could have a picture of the display the moment before collapsing. Here it is:

VIDEO0247_exported_98133_1600121504522.jpg

The "Hard Drive DST Check" and the "Memory Fast Check" were still in progress. Total progress 61%.

After the unexpected shutdown, the PC wasn't even hot. Just a little bit warm.

I can give it another try tomorrow, but nothing makes me think that I will have better chances of concluding this hardware test.

 

3. Yes, I regularly check the HP Support Assistant, so I updated my BIOS in August and the same applies to drivers, as well as to everything Windows Update has to offer. Since the moment my problems begun, I kept everything updated as much as possible, hoping that some magical update would fix my PC.

 

4. Same as above.

 

Please, let me know if there is anything else I can do.

Thank you.

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IT_WinSec
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Hey @PS_97 

 

Thank you for all the details you have posted - I really appreciate it.

If it restarts even outside Windows and during the attempt of the HW diagnostics, it could be a hardware issue. If your BIOS is already up-to-date, please contact HP Support https://support.hp.com/us-en/contact-hp

Informed them the troubleshooting steps you have already done and follow their advice.

>> Your FEEDBACK is important. Click below on Accept As Solution or ThumbUp+ buttons if my comments helped or to say thanks <<
*** I work for HP *** I express personal opinion only *** HP Expert - Volunteer since 2013
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PS_97
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Little update: this morning I tried again the HW diagnostics.

Again, best conditions possible, with the PC lifted up and the big fan to cool it down.

The result this time was better: the test was complited, everything was OK and every step of the test (battery, processor, wireless module, hard drive, memory, system board) was marked as PASSED.

Funny enough, at the very next "page" with the summary of the test and the "Press enter to boot the system" text, the PC shut down as usual. It stayed down for 25 minutes, impossible to switch on again for all that time.

The case wasn't anywhere hot. I wouldn't say it was warm either.

 

Thanks @IT_WinSec for your advice, I will contact HP Support.

If I have any updates, I will post them here.

IT_WinSec
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You are welcome !

Keep me posted.

>> Your FEEDBACK is important. Click below on Accept As Solution or ThumbUp+ buttons if my comments helped or to say thanks <<
*** I work for HP *** I express personal opinion only *** HP Expert - Volunteer since 2013
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