Computer restarts randomly.

[mmb1508]

My computer turns off and restarts randomly. 

Every time it happens I loose several and precious hours of work plus the time to contact support. 

I contacted support three times. They proceed with tests but the problem keeps happening. 

It is sill in warranty  (got it in March),  but now they say that I lost the 30 day window to return it, and that my warranty is just basic.

So I have a computer which I cannot trust, and support cannot find an solution. It seems that they will keep doing "tests" until I loose the warranty window as well. 

Is there anyone qualified enough on HP to solve this? 

[Sneha_01]

Hi @mmb1508,

Welcome to HP Support Community.

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

I understand how frustrating it is to deal with a computer that randomly restarts, especially when it affects your work and you’re struggling to get a resolution from support. Given that your computer is still under warranty and you've been experiencing ongoing issues, here’s a detailed plan to address the problem effectively:

**1. Document the Issue

• Error Details: Note any error messages or codes that appear before the computer restarts.
• Event Viewer: Use Windows Event Viewer to check for any system logs that could provide clues.
  • Open Event Viewer: Press Win + X, select Event Viewer, and check Windows Logs > System for errors around the time of the restarts.

**2. Check for Hardware Issues

• Overheating: Ensure that the computer is not overheating. Clean any dust from the vents and ensure the cooling system is functioning correctly.
• Hardware Diagnostics: Run built-in hardware diagnostics tools to check for issues. Many HP laptops come with diagnostics software accessible from the boot menu (e.g., pressing F2 during startup).

**3. Update Drivers and BIOS

• Update Drivers:
  • Go to Device Manager (Win + X > Device Manager).
  • Check for updates for critical drivers such as graphics, chipset, and network drivers.
• Update BIOS:
  • Visit the HP Support website, enter your computer model, and download the latest BIOS update.

**4. Check for Software Conflicts

• Safe Mode: Boot into Safe Mode to determine if the issue persists. If the problem does not occur in Safe Mode, it could be related to a software or driver conflict.
  • Enter Safe Mode: Press Shift while selecting Restart from the Start menu, and choose Troubleshoot > Advanced options > Startup Settings > Restart, then select Safe Mode.

**5. Perform a System Scan

• Check for Malware: Run a full system scan using Windows Defender or another reputable antivirus program to rule out malware.
• System File Checker: Use the System File Checker to repair corrupted system files.
  • Run Command: Open Command Prompt as an administrator and type sfc /scannow.

**6. Reset or Reinstall Windows

• Reset PC: If you’re unable to resolve the issue, consider resetting Windows to its default state.
  • Reset PC: Go to Settings > Update & Security > Recovery > Reset this PC.
• Clean Install: As a last resort, perform a clean installation of Windows to eliminate software-related issues.

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