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02-10-2021 05:37 PM
i have a HP Pavilion Gaming Laptop - 17-cd100 CTO. when ever i play any game, it just shuts off. i have ran hardware diagnostics several times, and it always passes. i no its not over heating. i have restarted and let it set in bios mode and it doesn't shut off. i had a a support assistant remotely do the same things i have done and was told its a software problem, but im not sure it is, because it happens with any game i play. it acts like a desk top computer thats running and you unplug it. the laptop is less then a month old. please help
02-13-2021 10:11 AM - edited 02-13-2021 10:11 AM
Hi@camtris, Welcome to the HP Support Community!
As I understand that notebook is shut down randomly while playing games.
No worries, as I'll be glad to help you, that said, I'll need a few more details to dissect your concern & provide an accurate solution:
Did you know that the fan is system managed and cannot be changed manually?
Does the computer shut down due to overheating?
Have you recently made any changes to the computer before the issue started?
Have you tried to update the drivers and the Bios?
If you didn't, I'm afraid that's how the HP device is designed, making changes to fan speed may cause overclocking or over-throttling causing hardware malfunctions within the device and hence is not recommended or supported by HP.
If your device is overheating, please remember the below information:
NOTE: Generally, when temperatures inside the case rise above 35 degrees Celsius (95 degrees Fahrenheit), the risk of damaging important internal components increases greatly.
Also, to avoid CPU damage, we do not recommend throttling or overclocking the CPU, I recommend you refrain from using high-performance games on this laptop as it's not built for the same.
I would suggest you refer to the support documents as this will help you in resolving the issue.
Let's start off by updating the Bios, Chipset, and graphics card drivers on your PC from our HP support website, using this link.
Also, download and install HP support assistant on your PC. It should automatically download and install the latest updates and drivers for your PC.
Refer to this link to know how to use HP support assistant.
Updating your Notebook computer BIOS
Keeping notebook air vents clear and clean
Increasing the efficiency of the notebook to reduce heat
Using Windows Task Manager to identify corrupt processes
Selecting power save settings to shut off your computer when it is not in use
The best way to do that is by using the HP Guided Troubleshooter:
Click here to access it (simply select your description of the issue from the bottom of the screen to gain access to the next set of steps that should resolve your concern).
If you have followed the instructions and still having issues, I would recommend you go ahead and run an extensive system test from F2(Please capture the failure ID for further assistance).
Keep me posted. Happy to help!
Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.
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Have a great day!
02-15-2021 03:28 PM
Hi thank you for answering me. I have not changed anything on this laptop. its 2 weeks old. it has done this from the first time tried to play any games. it also did it when i tried to load a program. i followed all of the heat precautions that was mentioned to no avail. i have also updated the bios, and it changed nothing. as far as checking to see if its overheating, im not sure how to. i am not very computer savvy. i would think a brand new laptop should not due this.
02-16-2021 11:34 AM
I reviewed your post and I understand that the computer is overheating.
Don’t worry, I assure you I will try my best to get this sorted.
I would like to inform you that 90C is normal on the gaming computer. I recommend you use the Omen command center to change the settings which suit your needs.
Please refer to the below article for more information.