OMEN 16 (December 2023) shutting down an restarting randomly

[StefanoL1]

Hi, 

it happens very randomly: while working (it's a Gamain Laptop but I don't use it for gaming at all), it initially freezes and after a few seconds the blue screen of Win 11 appears. It is not possible to see the fatal error reason since the blue screen stays a fraction of a second, just the time to see it is blue.

Then it restarts.

Of course with the support I've restored the PC twice and applied all the updates.

All bios tests are successful of course, even the most complete ones. Even they have been run at least three times.

I've tested it even with benchmark software to stress it... nothing.

The installed software is just office stuff, but it shuts down without a specific pattern. The only observation I can make, it seems to shut down during the work session after I close and reopen the lid (both setting it to hibernate or to go into standby, I've tried them all), for example for lunchtime.

But it could happen after one or more sessions and sometimes even twice in an hour.

The Win11 registry reports a critical error for each shutdown, with different codes every time.

Others with the same experience? If I send it to repair probably it will come back as is since I cannot find a way to reproduce the error.

[Irfan_06]

Hi @StefanoL1,

Welcome to the HP Support Community.

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

I see that you are facing an issue with your Laptop that shuts down randomly.

Please follow the steps below to perform an extensive system test to confirm if the hardware is working fine. (Skip the test if it has already been performed)

1) Shut down the computer.

2) Turn the computer back on again and repeatedly tap on the ESC until a Startup menu appears.  

3) Press F2 once.  

4) Go to the system test > extensive test

If the hardware is working fine. Please click on this link to perform a recovery on your Laptop.  (Take a backup of the data before performing a recovery)

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

I hope this helps.

Take care and have a great day ahead!

 Irwin6

HP Support

[StefanoL1]

Hi, with the HP official support, we already did all tests and two recoveries, I don't think a third one can fix the problem.

Thank you, Stefano.

[Irfan_06]

Hi @StefanoL1,

I am sorry to hear that the above steps did not help much as you have performed the steps earlier as well but i do appreciate your efforts in performing the troubleshooting steps.

The support on the HP community is currently available within certain constraints. We are striving to enhance our assistance and broaden its scope. We appreciate your understanding and patience.

I've sent you a private message with the instructions. In order to access your private messages, Click the Private message icon on the upper right corner of your HP Community profile Next to your profile Name, you should see a little blue envelope, please click on it or simply click on this link

Take care and have a great day ahead!

Irwin6

HP Support