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‎08-01-2022 11:29 AM - edited ‎08-01-2022 12:26 PM

HP Recommended
Product: HP Pavilion 15.6 inch Laptop PC 15-eh1000 (2H5A7AV)
Operating System: Microsoft Windows 10 (64-bit)

Brand new Ryzen7 Pavillion laptop screen blacks out several times a day during running, no warning, no error code or easily identifiable event logs. The PC remains powered on (power key LED and keyboard lit) and the only way out is to long-press the power key to force a shutdown and reboot normally. 

 

I have run HP's diagnostics many times (all passed), updated BIOS and all drivers, reinstalled OS, but problem remains.

 

One diagnostic test today (CPU stress test) was exceptional, it blacked out the screen in the same way within a few seconds of running, but there was no error reported, as if the run never happened.

 

Typical software causing the black-out are: Fusion360, Cura, and various browsers when there is video running.

The black-out problem is not unique to Windows, when running Linux, the same problem recurs, again no warning, no error code, just sudden black-out.

 

Update: I found a critical events in the Windows > system logs

- Kernel power

- The iommu has detected an error

- The driver detected a controller error on \Device\Harddisk1\DR1

- The previous system shutdown at 4:54:46 pm on ‎1/‎8/‎2022 was unexpected

 

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