Windows 11 desktop shuts down randomly

[LarryG9651]

My destktop randomly shuts down to a black screen that says

"Your device ran into a problem and needs to restart. We're just collecting some error info, and then you can restart. 100% complete"

stop codes shown are different every time, the last two stop codes shown were;

"Stop code:KERNEL_SECURITY_CHECK_FAILURE(0x139)" and

"Stop code:IRQL_LESS_OR_EQUAL(0xA) What failed:ntoskernl.exe"

When this happens I am unable to reboot, have to power down and back up, etremely annoying to say the least.

[Hawks_Eye]

Hi @LarryG9651 

Welcome to the HP Support Community! We're here to help you get back up and running.

I understand the concern. Since the blue screen stop codes are changing between KERNEL_SECURITY_CHECK_FAILURE (0x139) and IRQL_NOT_LESS_OR_EQUAL (0xA) involving ntoskrnl.exe, and the desktop sometimes requires a full power-off before restarting, the issue can be related to system files, memory, drivers, or hardware stability.

Please try the following recommended troubleshooting steps:

Run HP Hardware Diagnostics

• Shut down the desktop.
• Power it on and repeatedly tap F2.
• Run System Tests > Fast Test.
• If available, also run the Extensive Test for Memory and Storage.
• Note any failure IDs displayed.

Check Windows for Corrupted System Files

• Open Command Prompt as Administrator.
• Run:DISM /Online /Cleanup-Image /RestoreHealth
• After it completes, run:sfc /scannow
• Restart the PC.

Update HP Drivers and BIOS

• Open HP Support Assistant.
• Install all available BIOS, chipset, graphics, and device driver updates.
• Restart after updates are completed.

Check for Memory Issues

• If memory was recently added, reseat the modules and ensure they are fully installed.
• If multiple memory modules are installed, test with one module at a time to identify instability.

Review Recently Added Hardware or Software

• If the shutdowns started after installing new hardware, drivers, or security software, temporarily remove or uninstall them and monitor the system.

Verify Thermal Performance

• Ensure air vents are clear and fans are operating normally.
• Run the HP Hardware Diagnostics component tests for fans if available.

Check Reliability History

• In Windows Search, open Reliability Monitor.
• Review entries around the time of the unexpected restarts for recurring driver or hardware-related errors.

Because the stop codes are different each time, the results from the HP Hardware Diagnostics Memory and Storage tests will be especially helpful in determining whether the issue is hardware-related or software-related. If those tests report a failure ID, please share it.

Troubleshooting Blue Screen Errors on HP PCs:

Take care, and have an amazing day!

Regards, 

Hawks_Eye