Sudden Reboot with Error Information for Multiple Times

[Kieael]

I was watching a video on Edge broswer just now and the laptop suddenly freezed. Then, after a few seconds, errors appeared on the screen saying something like "Your device ... into a problem and needs ..." and "xxx code: VIDEO_TDR_FAILURE" (Those words are very vague and partially overlapping. Please check the attached videoshot). Next, the laptop restarted and returned to normal use. This has happened many times, but I haven't found any pattern yet.

What could be the problem and how to fix it please? Thank you very much for any help!

[Jerry_57]

Hi @Kieael,

Welcome to the HP Support Community.
 

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

For issues like the "VIDEO_TDR_FAILURE" on an HP laptop, this often relates to a graphics driver problem, which can usually be resolved by updating or reinstalling the graphics drivers. Here are a few steps you can try:
 

Update your graphics driver:
 

• Go to the Device Manager in Windows.
• Locate 'Display adapters'.
• Right-click on your graphics adapter and select 'Update driver'.

Reinstall the graphics driver:
 

• Go to the Device Manager.
• Find 'Display adapters', right-click your graphics adapter, and select 'Uninstall device'.
• Restart your laptop, and Windows should reinstall the driver automatically.

Check for Windows Updates:
 

• Go to 'Settings' > 'Update & Security' > 'Windows Update'.
• Check for updates to ensure your system is up to date.

HP Support Assistant:
 

• Use the HP Support Assistant to check for updates specific to your HP laptop's graphics drivers and other hardware.
  
  
  I hope this helps.

Take care and have an amazing day!
 

Did we resolve the issue? If yes, please consider marking this post as "Accepted Solution" and click "Yes" to give us a helpful vote - your feedback keeps us going!

Jerry_57

HP Support

[Kieael]

Hi HP Support team,

Sorry, I didn't check the post very often. I already reinstalled the driver for the graphics card and also updated the provided drivers via HP Support Assistant. However, I'm not sure if it solved the problem or not. I hope it did.

Do you know how I can check it?

Thank you:)

[Deep_World]

Hi @Kieael,

Thanks for your response and I completely understand how frustrating repeated reboots can be. You’ve already taken the right steps by reinstalling the graphics driver and updating through HP Support Assistant. Let’s go a bit further to confirm whether the issue is resolved and ensure your system is stable.

Here are a few additional troubleshooting steps you can try:

• Check Windows Event Viewer:
  Open Event Viewer (search for it in the Start menu) and look under Windows Logs > System for any critical errors around the time of the reboot. This can help identify whether the issue is driver-related or caused by hardware.
• Run HP Hardware Diagnostics:
  Restart your PC and press F2 repeatedly to launch HP PC Hardware Diagnostics. Run the System Extensive Test to check for hardware issues such as memory or hard drive problems.
• Update BIOS and Chipset Drivers:
  Visit the HP Support website for your specific model and ensure the BIOS and chipset drivers are up to date. Outdated firmware can sometimes cause unexpected restarts.
• Check for Overheating:
  Make sure the vents are clear of dust and the laptop is placed on a hard surface for proper airflow. Overheating can trigger automatic shutdowns or reboots.
• Disable Automatic Restart on System Failure:
  Go to Control Panel > System > Advanced System Settings > Startup and Recovery. Uncheck “Automatically restart.” This way, if the system encounters an error, you’ll see a blue screen with more details instead of an immediate reboot.

I hope this helps.

I'm glad I could help! 😊 If this resolved your issue, please mark it as "Accepted Solution" and click "Yes" on "Was this reply helpful?" Your feedback not only keeps us going but also helps others find the solution faster! 

Take care and have an amazing day ahead! 

Best regards,

Deep_World

 

[Kieael]

Hi Deep_World,

Thank you for your help. Unfortunately, my computer just rebooted suddenly again. But this time, there is a Windows update following the reboot.

I checked the windows event viewer as you said but, I am confused with that. Maybe if you can help me to identify? I attached the picture below.

I didn't run HP Hardwater Diagnostics or Update BIOS and Chipset Drivers. Because I'm afraid losing my file or something. However, I disable the auto-restart on system failure so that I can have more detail info when reboot happens again.

Thank you again for your time.

[Deep_World]

Hi @Kieael,

Thanks for your response. 

Thank you for sharing the update with me, You’ve already taken a very helpful step by disabling automatic restart on system failure this will allow us to capture more detailed error information when the issue occurs again.

I want to reassure you that running diagnostics or updating drivers will not erase your personal files. These steps are designed to check hardware health and improve system stability, not affect your stored data. Still, I understand your concern, so let’s proceed carefully and add a few more troubleshooting steps you can try:

Additional Troubleshooting Steps

• Run HP Hardware Diagnostics (Quick Test first): This will check memory and hard drive health. If any issues are detected.

If the system reboots again, please note down or capture the exact error code displayed on the blue screen. That information will help us pinpoint the root cause more quickly.

I hope this helps.

I'm glad I could help! 😊 If this resolved your issue, please mark it as "Accepted Solution" and click "Yes" on "Was this reply helpful?" Your feedback not only keeps us going but also helps others find the solution faster! 

Take care and have an amazing day ahead! 

Best regards,

Deep_World

[Kieael]

Hi Deep_World,

The reboot occured again both today and yesterday...

I started the HP Hardware Diagnostics just now, with a Fast Test and all passed. Now I am running the Extensive Test.

[Deep_World]

Hi @Kieael,

Thanks for your response. 

I’m truly sorry to hear about the repeated shutdowns and the fact that your system won’t power back on. I understand how frustrating this must be, especially after trying the HP Hardware Diagnostics.

From what you’ve described, this doesn’t appear to be a software-related issue. Since the device is shutting down even during diagnostics and now won’t turn on at all, it points more toward a hardware concern. 

To get you the best assistance, we need to take this conversation to a private chat. We're inviting you to a private message to protect your privacy and ensure that any sensitive information remains confidential. 

To access your private message, just click the little blue envelope icon on the upper right corner of your HP Community profile, next to your profile name. Alternatively, you can click on this link. 

You can use this link as well: 

Private Messages - HP Support Community

We're looking forward to helping you resolve this issue! 

Stay tuned, and thanks for your patience! 

Best regards,

Deep_World

[Kieael]

Hi Deep_World,

Thank you for your help. I made a mistake yesterday by forgetting to charge the laptop during the diagnostics. The battery ran out. That's why the system shut down and won't turn on.

However, I re - ran the diagnostics (both the fast and extensive ones) after charging, and all items were passed. It was still unclear where the problem was.

I got your private massage. I will contact you when I have time to do that.

Thank you.