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HP Pavilion Gaming Laptop - 15-dk1035nq

Hi! I’m making this post after struggling with this issue for 2 years now.


Every since I got my laptop (somewhere in late Oct/ early Nov 2020), it’s been shutting down mid game, regardless of how graphics heavy the game was (from Sims 4 on medium settings to low end PPSSPP games). At first, I thought it only happened while plugged in and gaming, so even though the laptop itself is designed for gaming specifically, I tried giving it a rest. But the problem persisted even after months of not playing video games on it.

After seeing that, I tried contacting support as my laptop was still in warranty at the time, but, because it was the pandemic, the only HP certified service that worked with my laptop model only accepted repairs if the product was sent via post mail - which, where I live, is very unreliable, and you might imagine why I wasn’t willing to trust the post office with my $1k laptop.

Anyhow, by now, my warranty has expired, both the basic and the extended one, and that service still only operates according to the same policy of post mail handling, for some reason, so before sending my laptop on its merry way to it, I’d like to at least know if there’s something I can do myself.

The shutdowns are abrupt, the screen simply turns black and I have to turn my laptop back on manually because it doesn’t restart by itself. When I do turn it on, the login screen opens on the same background image as it does after windows updates - the one with the beach grove - as I don’t have a background image for my lock screen. Usually, the lock screen bg image is one of the random ones from Microsoft, but when the shutdown happens it is the beach grove one distinctively, not sure that’s relevant, but I thought I should mention it. Had there been a blue screen with some sort of error code, that would’ve made things easier. In the error log, these shut downs simply show up as being kernel level.

I ran HP’s hardware check, everything comes out fine. I was suspecting the battery/ charger to be the culprit, and even after running the scan I’m not sure it’s 100% out ruled as a possibility. I also tried restarting my graphics card just in case, that didn’t help either. The temperatures are fine, nothing has ever gone over 60°C (highest I noticed without my pc shutting down was 54°C, but sometimes it shuts down at 40°C so I don’t think it’s temperature related).

ANY HELP WOULD BE DEEPLY APPRECIATED!


PS: My laptop was the model that got displayed in store, so that might have something to do with it.

2 REPLIES 2
HP Recommended

Hi @Ana_C,

 

Welcome to HP Support Community. 

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

 

I see that you are facing random shutdown issues with your HP Pavilion Gaming Laptop - 15-Dk1035nq.

 

I suggest that you follow the steps listed below:

 

Step 1: Perform a hard reset.

  1. Power off the laptop. In this case press and hold the power button for a few seconds to power it off
  2. Remove the battery out if removable. If integrated leave it inside.
  3. Disconnected AC adapter from the laptop.
  4. Press and hold the power button for 15 seconds.
  5. Reconnect the battery and plug the AC adapter.
  6. Power ON the laptop. 

Step 2: ​​​​ Reset the BIOS to its default settings.

Resetting the defaults in the BIOS returns the BIOS to the factory settings that your notebook was shipped with.

To reset the BIOS defaults, follow the steps below.

  1. Press the power button to turn on the notebook and repeatedly press f10 to enter the BIOS setup.
  2. Navigate through the BIOS and select the option to restore the BIOS defaults. The option will be called Restore Defaults or Setup Defaults, or something similar.
  3. Confirm that you want to restore the BIOS defaults, and then select the option to save and exit the BIOS setup. 

I hope this helps.

Take care and have a nice day ahead.

 

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

Rainbow23 - HP Support.
HP Recommended

Hi and thank you for the reply! I followed the steps and things were looking great at first because I had my laptop plugged in and I was playing and there was no stutter in the game so I thought the issue was solved, but then it shout down again in the exact same way - abruptly, without restarting, with the default Windows 10 lock screen image upon turning it back on. I also tried turning fast startup off, that didn't do anything either. 

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