Game crashes when power cable plugged in, but works fine on battery

[omah88]

Hey all,

First time poster 🙂

I have been experiencing a stubborn issue with my laptop while I am playing a certain game. Whenever I launch the game, it works fine without any issues as long as I am using the laptop battery. As soon as I plug in the power cable into the laptop, the screen crashes. The laptop screen turns black, but the game sounds can still be heard, so the game is still running. 

I am not able to pull up service manager, or minimize the game window or anything else. So I am forced to do a hard reset on the laptop. 

Note, this is only happening with this game. I can play other games on AC power with no notable problems. 

Things I have tried so far, and did not work:

-Reinstall the game (did this maybe 5-6 times)

-Reinstall windows

-Adjusted the screen resolution & dropped the screen frequency from 144hz to 60hz

-Updated all NVIDIA drivers to the latest, and updated BIOS

-Changed the power settings to match the same settings when the battery is used

-Started the game on battery mode, and then once loaded, I plug in the cable

-Run the game in compatibility mode (tried windows 8, windows 7)

-Reinstalled DirectX

My Laptop specs:

• Processor: Intel i7 - 8750H CPU @ 2.2GHz
• Installed Ram: 16 GB
• System type: 64bit
• Graphics card: NVIDIA GeForce RTX 2070 with Max-Q design
• DAC Type: Integrated RAMDAC
• Display Memory (VRAM): 8GB
• Approx Total Memory: 16GB
• Display Monitor: 1920x1080p 144Hz 

Game requirements:

• Windows 7/8/10. (32 or 64 bit)
• 8 GB disk space available to use.
• At least 512 MB ram memory, more is better.
• Video Card that supports DirectX 9 and Shader Model 3.0.

Please help! I have nothing else I can think of that might work. I really hope this is not a hardware issue.

[Echo_Lake]

@omah88

Thank you for posting on HP Support Community.

I appreciate your efforts to try and resolve the issue. Let's try with Advanced Configuration and Power Interface settings. 

• 1. Go to Start, search for Device Manager, and open this result.
• 2. Expand batteries.
• 3. Right-click on the ACPI option (usually the 2nd option) and select delete or uninstall. Follow the prompts.
• 4. Shut down the computer. 
• 5. Disconnect the charger.
• 6. Remove the battery. (only for removable battery)
• 7. Hold down the power button for 1 minute.
• 8. Insert the battery only. (only for removable battery)
• 9. Attempt to turn the battery on.

Hope this helps! Keep me posted for further assistance.
Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

[omah88]

Hi thanks for the suggestions, I tried this and still facing the same issue....

[Echo_Lake]

@omah88

Thank you for posting back. 

I would request you to contact our Support and our Support Engineers should be able to Remote into your computer and sort this out. HP Support can be reached by clicking on the following link: www.hp.com/contacthp/