sudden crash and black screen with a purple box

[f4waz]

bascially i bought hp omen 16 xd0020ax a month+ ago and fsr now a days it just gets stuck for like 5-10 seconds and just goes black and the laptop restarts. and sometimes it gets stuck a black screen with a little purple box on the left top corner and my desktop comes on again. the temps are totally normal. i attached the event logger. what could be the problem? and how to fix this? 

[Hawks_Eye]

Hi @f4waz 

Welcome to the HP Support Community! We're here to help you get back up and running.

Thanks for providing the details and the screenshot — I understand how concerning it is when a new HP Omen 16 (xd0020AX) laptop crashes randomly with a black screen and a purple box, followed by a restart. Let’s break this down step-by-step and help you identify and fix the issue.

From your screenshot of Event Viewer, we can see:

A Hyper-V Hypervisor error (Event ID 141)

Several Kernel Boot and Kernel Power entries

WHEA-Logger Warning (Event ID 17)

Critical error: Kernel-Power (Event ID 41) – this means the system restarted unexpectedly (not a clean shutdown)

The purple box in the top left corner during the crash is a key clue and typically relates to GPU issues, firmware conflicts, or graphics driver crashes.

Please try the below steps:

 

Step 1: Clean Install the GPU Drivers

Even if you've already updated them, do a full clean install using the AMD Cleanup Utility (for integrated) and NVIDIA DDU (if you have a dedicated NVIDIA GPU):

a. Uninstall Current Drivers:

Download and run AMD Cleanup Utility

Reboot

Then use Display Driver Uninstaller (DDU) in Safe Mode to remove all NVIDIA drivers

b. Reinstall Latest GPU Drivers:

AMD (Integrated):
AMD Adrenalin for Ryzen 7 6800H

NVIDIA (Dedicated):
NVIDIA Drivers

Tip: During install, choose Custom > Clean Install if prompted.

Step 2: Update BIOS and Chipset Drivers

Your model may be running on outdated firmware, which could cause random reboots or screen artifacts.

Go to: HP Omen 16-xd0020AX Drivers Page

Download and install:

BIOS update

Chipset drivers

AMD PSP driver

System firmware

Restart after each major update.

Step 3: Disable Fast Startup in Windows

This can help avoid corrupted system states that cause black screen restarts.

Go to Control Panel > Power Options > Choose what the power buttons do

Click Change settings that are currently unavailable

Uncheck Turn on fast startup

Save and reboot

Step 4: Disable Hyper-V (If Not Needed)

Hyper-V entries suggest it’s active and might conflict with GPU virtualization or other background processes.

To disable Hyper-V:

Open Command Prompt as Admin

Run:

1. dism.exe /Online /Disable-Feature:Microsoft-Hyper-V

Restart your PC

Step 5: Run HP Hardware Diagnostics

Let’s make sure there’s no hardware issue.

Shut down your laptop

Turn it on and press Esc repeatedly, then press F2

Run:

System Test (extensive)

Graphics Test

Memory and Storage

Take note of any failure codes.

Let me know if you want help finding exact driver links or interpreting diagnostic results — I’ll guide you through it.

If my response helped, please mark it as an Accepted Solution! ✅ It helps others and spreads support. 💙 Also, tapping "Yes" on "Was this reply helpful?" makes a big difference! Thanks! 😊

Take care, and have an amazing day!

Regards, 

Hawks_Eye