Sudden Shutdowns during gameplay

[Zen053]

6 months old fairly used laptop started to have power shutdowns during game play. Fans spinning mostly over 6000rpm strangely and then keyboard/screen power goes off. System is still on.after some time power is back. 
Room temperature is good and fans are clean. I am suspicious of some hardware issues.

 I am under warranty but unfortunately not in the US at the moment (purchased from US retailer) apparently it doesn’t cover EU support. This is very disturbing situation which I never had with other brands before 

[Sneha_01]

Hi @Zen053,

Welcome to HP Support Community.

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

Sudden shutdowns during gameplay, particularly when accompanied by high fan speeds, can indeed be troubling and are often related to overheating, hardware issues, or power problems. Here’s a detailed guide to help you diagnose and potentially resolve the issue:

1. Monitor Temperature and Usage

• Use Monitoring Software: Install temperature and performance monitoring tools like HWMonitor, Core Temp, or MSI Afterburner to keep track of your CPU and GPU temperatures.
• Check Temperatures: During gameplay, monitor the temperatures of your CPU and GPU. High temperatures (typically above 85-90°C) can cause the system to shut down to prevent damage.

2. Check for Overheating

• Ensure Adequate Ventilation: Make sure the laptop is placed on a hard, flat surface that allows for proper airflow.
• Inspect Cooling System: Even if you have cleaned the fans, it’s worth double-checking for any dust buildup or blockages in the vents.
• Check Thermal Paste: If you are comfortable doing so, inspect and possibly reapply thermal paste between the CPU/GPU and their respective heat sinks. This is usually done by professionals or service centers.

3. Update Drivers and BIOS

• Update Graphics Drivers: Download and install the latest drivers for your GPU from the HP website (NVIDIA, AMD, or Intel).
• Update BIOS: Visit the laptop manufacturer’s website and check if there’s a BIOS update available. Updating the BIOS can sometimes resolve hardware compatibility issues.

4. Check Power Supply and Battery

• Inspect Battery Health: Use software tools to check the health of your battery. If the battery is failing, it might cause power issues during high loads.
• Check Power Adapter: Ensure that the power adapter is providing consistent power. A faulty adapter might cause shutdowns under high load.

I hope this helps.

Take care and have a good day.

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

Rachel571

HP Support

[Zen053]

Hi, 

Thanks for the detailed information and instructions. I can confirm that I have followed some of them already without success :

1. Monitor Temperature and Usage : Yes I have followed this. I can only play games around 35degrees now (5000rpm set manual). When I am charging with cable temperature raises to 45+ and then it shuts. Shut down is either hibernation or only screen and keyboard. 

2.Check for Overheating : Laptop is always on flat ground and no major dust build up. I haven´t checked the situation of thermal paste. Does it impact the warranty if I open the lid? I am not planning to do any thermal paste work.

3.Update : BIOS and drivers are updated.

4.Power Supply: Issue happens on battery as well. 

And actually I run HP Diagnostics tool and it ended up with failure my laptop was not working for 30min. 

So my question is still standing regarding warranty? Does HP factory warranty cover this type of issues internationally or shall I bring this laptop to US back? 

[Sneha_01 · Accepted solution]

Hi @Zen053 

I'm sending out a private message to assist you with the next course of action. In order to access your private messages, click the private message icon on the upper right corner of your HP Support Community profile, next to your profile Name.

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”.

Rachel571 

HP Support