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12-15-2021 09:47 AM
Product: Omen Laptop 15z-en100
Operating System: Microsoft Windows 10 (64-bit)
My computer (Windows 10, Omen laptop with AMD Ryzen 5 5600H processor), now six months old, will randomly restart while in use. In the past, the computer screen and audio would hang for half a second before the screen turned black; I would then have to manually press the power button to restart. It has, in the past few months, taken to simply restarting on its own. I have checked the event viewer but it is of no help, simply offering Event ID 6008, "The previous system shutdown at 11:00:08 AM on 12/15/2021 was unexpected," and Kernal-Power 41, "The system has rebooted without cleanly shutting down first. "
I have taken the following steps to attempt to resolve the issue with no luck:
- Ensured all drivers are up-to-date
- Ensured Windows was up-to-date
- Updated BIOS
- Disabled "Automatic Restart" in Advanced Systems Properties
- Used HP PC Hardware Diagnostic to run Systems and Component Tests
- Run informal tests to check if it crashes while specific programs or apps are open.
Sometimes the fan will make excessive noise, but only ever after the restart. The computer is not hot to the touch, and it restarts even when an external fan is in use. The computer will also not restart while playing a graphically demanding game that does make the machine hot to the touch.
If anyone has any tips on how I can identify what is even causing the problem, I would be delighted to know.
1 REPLY 1
12-19-2021 11:43 AM
`We have done the basic troubleshooting as per the document and the notebook needs to be checked taking remote access so that get to know it's a hardware or software issue.
I'd suggest you contact HP in your region regarding the service options for your computer or HP Chat Support Team.
Hope this helps! Keep me posted.
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