MY PC TURNS OFF WHILE I'M PLAYING HELP

[ORLANDOQT]

Good Morning, I bought my PC a little over a month ago and I'm having problems while I play, basically I already know that when you play you have to have the PC connected to the charger, but anyway it turns off suddenly while I'm playing and I quickly get the message "I'm hibernating" and it goes off, it happens to me with the Warzone game and I asked myself  "Maybe, its a heavy game" but no... because it also happened with Minecraft which is a game which doesn't require too much. I have already contacted support and we have done several tests, resetting the BIOS, uninstalling and installing the battery and graphics drivers, factory resetting the PC, a hard reset, UEFI hardware tests, but none of these worked, could anyone  help me?
A thousand thanks.

[Nal_NR]

Hi @ORLANDOQT,

Welcome to the HP Support Community. 

I'd be happy to help you! 

It sounds like your HP Victus 15.6-inch Gaming Laptop is unexpectedly hibernating and shutting down during gameplay, even when connected to the charger. This issue could be caused by various factors, including power management settings, thermal issues, or even hardware problems. Here are some steps you can try to resolve this issue:

1. Check Power Settings

• Adjust Power Plan:
  1. Go to Control Panel > Power Options.
  2. Select High performance or Ultimate performance if available.
  3. Click on Change plan settings next to the selected plan, then Change advanced power settings.
  4. Under Sleep > Hibernate after, set it to Never.
  5. Under Battery > Critical battery action, set it to Do nothing when plugged in.
• Disable Fast Startup:
  1. Go to Control Panel > Power Options > Choose what the power buttons do.
  2. Click on Change settings that are currently unavailable.
  3. Uncheck Turn on fast startup and save changes.

2. Check Battery Health

• Run HP Battery Check:
  1. Use the HP Support Assistant to run a battery check and ensure the battery is functioning properly.
• Check Battery Settings:
  1. If the battery is set to conserve power (in some laptops, the system might prioritize battery health over performance), this could cause hibernation. Ensure that battery conservation settings are appropriate for gaming.

3. Monitor Temperature and Performance

• Thermal Throttling:
  1. Overheating can cause your laptop to shut down to prevent damage. Use a program like HWMonitor or Core Temp to monitor CPU and GPU temperatures during gameplay.
  2. Ensure that the laptop is placed on a hard, flat surface for proper ventilation. Consider using a cooling pad.
• Clean the Fans:
  1. Dust buildup can cause overheating. If you're comfortable, use compressed air to clean out the fans and vents.
• Update BIOS/UEFI:
  1. Sometimes, BIOS updates can resolve thermal or power management issues. Check the HP Support website for the latest BIOS update for your model.

4. Check and Update Drivers

• Update Graphics Drivers:
  1. Make sure your GPU drivers (NVIDIA or AMD) are up to date. You can download the latest drivers from the NVIDIA or AMD website.
• Update Chipset and Power Management Drivers:
  1. Ensure that your laptop's chipset and power management drivers are up to date via the HP Support website or using HP Support Assistant.

Please find the remaining steps in the next post.

Hope this helps! Keep me posted for further assistance

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

[Nal_NR]

Hi @ORLANDOQT,

Please find the next steps below

5. Disable Hibernation

• Turn Off Hibernation:
  1. Open Command Prompt as an administrator.
  2. Type the following command and press Enter: powercfg -h off
  3. This will disable hibernation completely and might help prevent unexpected shutdowns.

6. Test Power Adapter and Battery

• Ensure Charger Compatibility:
  1. Use the original HP charger that came with the laptop. Third-party chargers might not supply the required power for gaming.
• Check the Power Adapter:
  1. If the power adapter is faulty or not providing enough power, the laptop might hibernate to save battery. Consider testing with another compatible HP charger.

7. Perform a Clean Boot

• Check for Conflicting Software:
  1. Perform a clean boot to see if any background programs are causing conflicts during gameplay.
  2. In System Configuration (msconfig), disable all non-Microsoft services and startup items, then restart your laptop and try gaming again.

8. Consider Hardware Inspection

• Battery or Power Circuit Issue:
  1. If the above steps don’t resolve the issue, there might be a problem with the battery, power delivery circuit, or other hardware components. Given that you’ve already contacted support and tried various tests, it might be time to have the laptop inspected or serviced by HP.

9. Check for Windows Updates

• Ensure Windows is Updated:
  1. Go to Settings > Update & Security > Windows Update and check for any pending updates. Install them and see if the issue persists.

If none of these steps resolve the issue, it may be worth pursuing further support from HP, especially if the laptop is still under warranty. There could be an underlying hardware issue that needs attention.

Hope this helps! Keep me posted for further assistance

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.