screen goes black and turns off and laptop gets very hot

[Maya777]

Its new and I've not used it often yet, I'm unsure what to do about this issues. I was playing sims 4 whilst charging and the screen went black. It's happened a few times now. 

[ub6424]

Hello @Maya777 

Sorry to hear that you are having problems ... I would like to help you.

Before you do anything else ...

(1) Test your hardware Using the HP PC Hardware Diagnostics (UEFI)

https://support.hp.com/us-en/document/c04499777

See how it works:

https://www.youtube.com/watch?v=14GKIpGPNRM

(2) Please report your results

[Maya777]

Hi, 

Thank you, I've tested the hardware and attached the test logs. I tried all the test I thought where relevant and they all passed. 

 

[ub6424]

Hello @Maya777 

We need to check the CPU and GPU temperature

(1) CPU

Download, install and start <Open Hardware Monitor>

https://openhardwaremonitor.org/

--->>> take screenshot after a few minutes <idle>

(2) GPU

Download, install and start GPU-Z

https://www.techpowerup.com/gpuz/

- click tab [sensors]

- Remember to select the right graphics chip/card on bottom

--->>> take screenshot after a few minutes <idle>

(3) Please report your results ( screenshots )

[Maya777]

for the CPU it says the site is unsafe and wont let me download it.

[ub6424]

Hello @Maya777 

I want the check your current system configuration.

(1) Run    msinfo32

- Select <System Summary>:

--->>> copy/paste to following key/values pairs:

OS Name

Version

System Model

System SKU ( equals HP product number (p/n) )

BIOS Version/Date

(2) Start windows <device manager>

- Expand <Disk drives>

- Expand <Display adapters>

- Expand <Monitors>

- Expand <Network adapters>

- Expand <Sound, video and game controllers>

--->>> Send screenshot

(3) Please report your results