Power-Kernel Event id 41 error with no resolution from HP Support or Repair

[pickuptoy]

I am looking for an HP contact who can intervene and end the cycle of 4 unresolved cases and repairs and get my PC fixed or replaced. 

I purchased this AIO at the end of April 2023.  Since that time, the PC and been rebooting unexpectedly.  TheWindows Event Logs indicate the Power-Kernel Event id 41 error.  I tried to resolve the issue myself but with no sucess.  This included updating the BIOS.

I opened the first ticker in early June,  The techs took control of the PC remotely and ran many of the same steps I had already done.   I was then directed to perform a  HP Cloud Recovery which involved wiping out all my data and applications and reinstalling the OS. 

A second case was created when the Cloud Recovery did not work.  The techs followed the same scripted and remedies as done previously.  They could not resolve the issue and created a repair order. 

The repair was delayed for a couple of weeks due to Part availability.  This part turned out to be a replacement power cord that they attributed the issue too.  I'm not sure how they came to that conclusion as I never sent the original power cord to the HP  Repair Center.  I finally received the PC back with a note that the PC had been "extensively tested", but the problem occurred again.  When looking at the Event Logs to verify, I saw the issue occurred while the PC was in the HP repair center on the same day it was shipped back to me. I'm not sure how the PC was tested or how it was determined that the issue was due a power cord.  

I opened the third case to report the issue and the techs ran though the same script and wanted to perform another Cloud recovery at which point I questioned why they repeating the same failed step would solve the problem.  I then spoke to a supervisor who stated that the Cloud recovery is only 90% effective and wanted to send a USB stick to perform a HP Media recovery.  I asked why all of our wasted on a solution that is not 100% effective.  There was no answer.  I received the USB stick from HP a couple of days later. I performed the recovery again (and wiped out my apps anf data again) but the problem still occurs.

Today, I opened the fourth case with HP and the tech took control of the PC again and verified the issues is still occurring.  They are sending me another box for another repair attempt.  

The warranty is 25% towards expiration and there are no results being produced by the current process.  l am looking for someone of authority who can step in to resolve the issue permanently.  

[Raj_05]

Hi @pickuptoy,

Welcome to HP Support Community.  

Thank you for posting your query, I will be glad to help you.

It seems like you're encountering an issue with your HP All-In-One Desktop PC 24, specifically related to a "Kernel Event id 41" error. This error code usually indicates that the system unexpectedly rebooted or shut down. It's a very general error code and can be caused by various factors, including hardware issues, driver problems, power supply problems, overheating, and even software conflicts.

Since you've mentioned that you haven't received a resolution from HP Support or Repair, here are some steps you can try to troubleshoot the issue yourself.

• Update Drivers and Windows: Outdated or incompatible drivers can cause such errors. Make sure your graphics card, chipset, and other relevant drivers are up to date. Also, ensure your operating system is fully updated.
• Check for Overheating: Overheating can lead to unexpected shutdowns. Check if your PC is getting too hot during use. Clean out any dust from the vents and consider using external cooling solutions.
• Power Supply Issues: Faulty power supplies can cause unexpected shutdowns. Make sure your power supply is working correctly. If you have access to another power supply, you might try swapping it out to see if the issue persists.
• Hardware Diagnostics: Run hardware diagnostics tools provided by HP to check if any components, such as the RAM or hard drive, are failing.
• Event Logs: Check the Event Viewer on your PC for more details about the error. Look for any patterns or specific error messages that might help pinpoint the issue.
• System File Check: Run the built-in Windows System File Checker (SFC) tool to scan and repair corrupted system files.
• Memory Test: Perform a memory test using tools like Windows Memory Diagnostic to check if your RAM is functioning correctly.
• Check for Malware: Malware or viruses can cause system instability. Run a thorough antivirus and malware scan.
• Check External Devices: Sometimes, external devices like USB drives or peripherals can cause conflicts. Try using your PC without certain external devices connected and see if the issue persists.
• System Restore or Reset: If the problem started recently, you might consider performing a system restore to a point before the issue began. If that's not an option, a system reset might help if it's a software-related problem.
• Hardware Inspection: If none of the above steps resolve the issue, you might need to consider opening up the PC (if you're comfortable with it) and inspecting for any loose connections, damaged components, or signs of physical damage.

I hope this helps. 
 

Take care and have a good day.

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Alden4
HP Support 

[pickuptoy]

Alden4

All these steps were performed multiple times by HP techs who have remotely accessed the PC and the PC has been to the HP repair facility once and is on its way back for a second visit.   While still in warranty, I'm looking  to escalte to a contact who can authorize a replacement PC rahter than repeating the same steps over again.  Can you put me in touch with someone other than tne product support folks I've been workig with so far?

Scott