When I open games my computer restarts

[AsherLieb]

When I open games - specifically games, my computer restarts. This started ~2 days ago. I just downloaded and was playing Forza Horizons 5 Standard Edition. In the middle of a cut scene, I black-screened. I thought it was part of the game, so I sat there. After a few minutes, I decided I didn't want to play anymore so I tried to exit the game. I then realized that I couldn't. I couldn't ALT + TAB, access the WIN key to shut it down/restart, etc. I have a physical button on my computer to turn it off, so I went with that. I then left my computer off. A few hours later, I came back and turned my computer on. Since then, every game that I open causes my monitor to black-screen and reset to the default windows login screen. Applications, like Bing, GeForce Experience, NVIDIA Control Center, Settings, File Explorer, etc. all work fine. It is actual games that cause the black screen. My keyboard and mouse also restart. Inside my computer, however, the lights do not change/turn off like it would during a normal restart. I've contacted Microsoft, NVIDIA, gone through blogs online, etc. and nothing works. All of my drivers are up to date, I don't have any pending updates/option updates, and my computer is only about 2 years old, so I highly doubt it is overclocking, overheating, or something else like that. My warranty is expired, and this is really my last free option. This has never happened to me before, and I have no idea how to proceed. I can provide additional details if needed. Thanks so much for any help you can provide. Also, I am barely a tech person so providing details on how I should go about this would be much appreciated.

[old_geekster]

@AsherLieb , welcome to the Community.

When you are having problems with specific apps or games, it is most likely a problem with the Internet connection or a need to patch the games.  If you are playing games on Steam it updates the games each time you play, but if not, you can check the developer's website for patches.  I suggest checking the developer's Tech Support to see if others are having the same problems.

Please click the "Yes" button if my reply was helpful and "Accept as Solution" if your problem is Solved!!

[AsherLieb]

All games are updates, and I have ethernet with a recently upgraded internet. No other device in my house has this problem. I believe it is some kind of hardware issue because it happens on multiple games across multiple developers. Is there anything else I could try??

[old_geekster]

Thank you for the additional information, @AsherLieb!

You should make certain that you have the latest video driver installed.  If up to date, I suggest testing the power supply unit (PSU).  If it is not providing sufficient power to the system this will cause the computer to restart; especially with games!

[ericastinson]

I am having the same issue and I opened a ticket with NVidia. Like you, I have tried everything. Someone on NVidia's boards noted that the PSU I have is listed at 500w but my video card RTX 2060 Super has a minimum of 550 watts required.  HP seems to not have installed the correct PSU from the factory since both cards have the same number. I am still trying to get a hold of tech support.  I want the PSU replaced, which I hope will resolve the issue. I've had my PC since Feb 2021 and never had an issue until recently. I don't have the funds to pay for a new machine that, by my count, should have been properly put together from the start. I am out of warranty too but in my case, this appears to be an error on HP's part once I took a deeper look. That PSU should have never been installed with that video card.

[AsherLieb]

I sent my computer in to Best Buy because I’d rather have a professional look at it then myself buy one of the PSU tester things and possibly mess something up. They have said that it is likely entirely HP’s fault and is due to a faulty graphics card. They’re not entirely sure, however they are 99% sure it is a hardware, not a software problem. They have told me that this is not a common issue, but is also not at all a unique issue. They said that this would eventually happen and that there was no way to prevent it as it was some kind of error from the get-go. I will probably have to replace the graphics card which is such a pain. What really pisses me off is even though it is an HP defect and is their fault, their warranty and post warranty policies are so strict and annoying. I could not even chat with a rep without paying $17/mo. Hope your issue is different and you don’t have to buy a new graphics card 😁😁. 

I just looked up min. PSU for the 3070 that I have. It says that it is 650 W. Even the 3070 Ti is 750 W. The HP website says my computer has 800 W. Could it be an issue w/ too much power to the GPU? (I’m not that good w/ computers & sorry for the rant above lmao)

[ericastinson]

HI, wow....that's insane! Why should you have to pay for a problem that was an issue right out of the gate? What really bothers me is that they make it hard to even get a hold of a tech to get more information about how to proceed. I am not sure about the power thing, but someone in the NVidia support group was able to answer my question. You might have some luck there, as the person that advised me really seemed to know their stuff. These cards are not cheap, but in my case it may have been a simple mistake since the two cards are so similar. But that does not change the fact that HP shipped me a $1300 PC with insufficient wattage to run the card. That is not my fault, expired warranty or not, and at this point I just want the appropriate PSU. I am also hoping that this issue hasn't damaged my card, because that will really be a big problem(also not my fault). I actually looked at my PSU(took a photo so I could have all the S/N info for later, etc.)and it indeed states 500W. I have lost five days in trying to figure this out, sleep too, only for it to appear that the PSU is not enough.  Games are coming out that I now cannot play due to this issue and I am very upset about it because this never should have happened. 

[AsherLieb]

Update - Best Buy just called and said it might be a problem with the motherboard. Not sure if you’re too good with PCs, but under my computer’s specs, there’s an article for HP Desktop PCs - HanaAOC motherboard specifications

https://support.hp.com/us-en/document/ish_5054400-5054448-16

is this my motherboard? If not, do you know how to see it or how much it might cost? I’m so annoyed right now. $2800 for something that came damaged/faulty. I totally feel for you and wish you the best. Insane that a company can charge prices and be considered reliable for prebuilts then have terrible customer support out-of-warranty and ship faulty products. Do you know if there’s a support line I can call w/o having to pay $17!?

[ericastinson]

That DOES suck. Did you reach out to HP at all about this yet? I have and am still waiting for a response. I am also still going back and forth with NVidia and the ticket I opened this past weekend. If it's the PSU, this is not on NVidia but I asked for advice. The thing about this website is there is no option to talk to someone live. I either get error messages or the page points to a random product that is not mine. Pages are also popping up in other languages, which gives a very poor customer experience. Bottom line, I would file a complaint with HP. I have emailed the account they listed on the Facebook page and tried their Facebook messenger asking for help with tech support so I am still waiting. I have ADHD and autism and the fact that my stress-relieving gaming has now been taken away(and I already had a panic attack today over this situation)is a big problem. I know it can be fixed, but I simply need to get in contact with someone who can help me expedite a claim for the incorrect PSU. I, too, and worried about my other components being damaged now.  Again, this computer was not cheap nor is it old enough for this to be happening. And I am not going to just give away $1300 and not get this taken care of, so we've got a problem. It should not be this hard to get technical support from their website. I am with you on the frustration with all of this. Even if I could get the right PSU on my own, I heard there's a proprietary issue with their motherboards so it HAS to be an HP PSU. 

[AsherLieb]

That’s so terrible. I’m so sorry for you. I might have found a loophole…lmao. I found customer support numbers for the Caribbean island countries and tried calling them lmao. I called (281) 377-1382

it connects you with a bot then just do what it says (incl. switching language to English (it will tell you how)), but when it asks you if you’ve purchased it within the last 12 mo or have extended warranty just say yes. It did not have my account or anything. I was on hold for about 8 mins ish then i was connected to an actual human. He acknowledged that I was not under warranty, but did not hang up and still gave me advice.  He was very nice and walked me through somethings  I have not tried. Ig it’s a loophole, but it worked and connected me with a real human without me having to pay $17!