My laptop randomly shows black screen or restarts

[VikramTheGreat]

HI @TodayzBeast,

I hope this message finds you well. I wanted to follow up on the technical issue that we discussed earlier and confirm that it has been successfully resolved.
 

If you encounter any further issues or have any additional questions, please do not hesitate to reach out to us. We are here to assist you and provide any necessary support.
 

I will be archiving this case for now, however, you can respond to the same thread to continue the conversation.
 

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!
 

Take care and have a great day ahead!
 

VikramTheGreat

HP Support

[TodayzBeast]

Hi, I was away for many days since i was trying to dive deep into this error and i noticed that the logs in event viewer whenever my system crashes or restarts it has this log file right below it which states this please have a look in it.

Level: Information
Event ID: 125
ACPI thermal zone \_TZ.THRM has been enumerated.
_PSV = 371K
_TC1 = 2
_TC2 = 3
_TSP = 3000ms
_AC0 = 0K
_AC1 = 0K
_AC2 = 0K
_AC3 = 0K
_AC4 = 0K
_AC5 = 0K
_AC6 = 0K
_AC7 = 0K
_AC8 = 0K
_AC9 = 0K
_CRT = 528K
_HOT = 386K
minimum throttle = 0
_CR3 = 0K

After searching up on chatgpt and different websites i got to know that the temperatures given in these logs are abnormally high which potentially indicates that the bios acpi configuration is wrong. Although i have updated my bios many times so it seems it is a bug in the bios and is therefore not a hardware issue.

Please have a look in it and reply to me asap.

[Kuroi_Kenshi]

Hi @TodayzBeast,

Since @VikramTheGreat is not available at the moment, I'll be assisting you further.

It looks like there could be a hardware issue with the device Please help us with your HP unit serial number or the product number in a private message for further assistance.
 

Here is the link to find the product Serial number: - Click here

To access your private messages, simply click the private message icon in the upper right corner of your HP Support Community profile, next to your profile, and send a private message to me with the serial number because we value your privacy.

Take care and have an amazing day ahead! 🚀

Best regards,

[TodayzBeast]

Please explain me that how is it a hardware issue when am getting logs with unrealistic values which is straight up not possible. Besides am not being able to access private messages. It says access denied.

[Kuroi_Kenshi]

Hi @TodayzBeast,

Thanks for the detailed follow-up. Initially, considering the symptoms (black screen, delayed boot, and unresponsive trackpad), I suspected a potential hardware issue. But with your latest insights into the ACPI thermal zone and Event Viewer logs, it’s becoming clearer that this might be more related to BIOS/firmware-level thermal reporting.

Here are a few steps we can try to address the ACPI-related errors and stabilize the system:

Update BIOS (UEFI):
Please check if there's a BIOS update available for your system on the manufacturer’s website. If yes, install it, BIOS updates often fix misreported thermal zones and ACPI compliance issues.

Reset BIOS to Default Settings:
Enter the BIOS setup (usually by pressing F2/Del during boot) and select the option to "Load Setup Defaults" or "Restore Defaults." Save and exit. This can help if a misconfigured setting is causing thermal zone misreporting.

Power Cycle the System:

Shut down the laptop completely.

Disconnect the charger.

Press and hold the power button for 30 seconds.

Reconnect power and boot up.

Clean Boot (Optional):
This helps rule out third-party software interfering with thermal management:

Type msconfig → Go to the Services tab → Check "Hide all Microsoft services" → Click Disable all → Reboot.

Let me know if it runs smoother this way, we can isolate the cause better.

Check for Windows and Driver Updates:

Go to Settings > Windows Update and check for updates.

Also check for optional updates, these often include thermal controller or chipset drivers.

Let’s try these steps and see if they help reduce the thermal-related errors and improve overall boot performance. We can then re-evaluate based on results 😊

Thanks again for staying on top of this, you’re doing all the right things.

I'm glad I could help! 😊 If this resolved your issue, please mark it as "Accepted Solution" and click "Yes" on "Was this reply helpful?" Your feedback not only keeps us going but also helps others find the solution faster! 👍✨

Take care and have an amazing day ahead! 🚀

Best regards,

[TodayzBeast]

https://drive.google.com/file/d/1rp9jNpXXdHK7tRDFHxfU0lLMzqizk6Fk/view?usp=sharing

Please have a look at this DSDT.dsl file. I dumped this using acpidump and iasl and i can surely say that the problem i am facing is because of a bios level bug because i have tried everything you told me before and none of them worked. Please have a look at this and reply asap.

[Kuroi_Kenshi]

Hi @TodayzBeast,

Welcome to the HP Support Community! 

We're here to help you tackle that malfunction! Don't worry, we've got your back! 

To get you the best assistance, we need to take this conversation to a private chat. We're inviting you to a private message to protect your privacy and ensure that any sensitive information remains confidential. 

To access your private message, just click the little blue envelope icon on the upper right corner of your HP Community profile, next to your profile name. Alternatively, you can click on this link. 

You can use this link as well: 

Private Messages - HP Support Community

We're looking forward to helping you resolve this issue! 

Stay tuned, and thanks for your patience! 

Best regards,

[Kuroi_Kenshi]

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[Kuroi_Kenshi]

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