The system was hibernated due to a critical thermal event

[hmnz]

I'm experiencing random hibernations and when checking the windows event logs, it states the following:

"The system was hibernated due to a critical thermal event.
Hibernate Time = ‎2024‎-‎04‎-‎17T04:48:29.255749600Z
ACPI Thermal Zone = \_TZ.PGTZ
_HOT = 353K"

Windows update and HP Support Assistant updates are all updated. This is a brand new laptop that has just been set up. I do have onsite support warranty, kindly assist

[WAWood]

Usually, when a laptop overheats, once it cools down, it works OK after that.  But if the overheating is too much, it burns out the processor and it no longer will start.

Sorry, we are unable to assist with this as we are unable to provide any onsite support.

Since you have onsite support, you should contact those folks to get assistance.

Good Luck

[hmnz]

hmm, at this point its either a batch issue or a software one as i have a second laptop purchased at the same time also exhibiting this issue. A bios firmware problem possibly? The laptop isnt doing anything at all when it powers off. It seems to be common among HP laptops when I google the error

[SYSbt]

Wondering what the resolution path for this looked like for you. I have two laptops bought at the same time that are both experiencing this same problem. 

[hmnz]

Sorry, I don't have a resolution for you. We bought 7 laptops, and so far 3 of them are exhibiting problems. The engineer that was sent down to replace the motherboard told me on the side that it might be the SSD causing the problem and that the mobotherboard replacement wouldnt fix anything. Sure enough the problem still occured.

I did a quick check and it seems all three laptops are running WD SSDs while the reamining 4 are running SK Hynix SSDs. What about yours?

Currently, the engineer is awaiting the replacement parts to try swapping out the SSDs

[hmnz]

Updating this post. The engineer came and replaced the WD SSD to a Samsung one. This required me to resetup the laptop as all data was gone. I updated windows till there were no newer updates, installed and ran HP Support Assistant and updated all drivers till there were no new versions.

Once that was done, I left my laptop on idle again to recreate the conditions for the sudden system hibernate. Sure enough, within 45 minutes, it turned itself off again. Checked the event logs, "The system was hibernated due to a critical thermal event". Wow I'm annoyed. Motherboard swapped, ssd swapped, whats next? Maybe the battery? At this point im inclined to believe its a software bios problem, considering all the posts dating back to 2020

[hmnz]

Updating this post, onsite engineer has replaced the motherboard and SSD and problem still occurs. Engineer suggested sending the device to HP Support service center for more thorough checks. Laptop sent in, they did checks and according to the documentation, they have located the source of the problem.

Motherboard, battery, thermal paste have been replaced and laptop has been returned back to me. 

I am still experiencing problems with the laptop. We purchased 7 laptops and 6 of them exhibit this issue

[JHUM]

We're also experiencing this "hibernated due to a critical thermal event" on numerous new 455 G10 laptops.

This can be seen under the Event Viewer, Administrative Events, Error, Source: Kernel-Power, Event ID: 88, Task Category 85 "The system was hibernated due to a critical thermal event". ACPI Thermal Zone = \_TZ.PGTZ _HOT = 353K

- If you sort the event viewer by Event ID look through events logged under Event ID 88.

It starts off wondering why laptops are putting themselves to sleep despite every Power Option in Windows or the BIOS avoiding sleep, hibernate or any type of crafty power management.

We had a batch of 14 come in and although i haven't unboxed 7 of them i believe all of them so far have exhibited unexpected sleep/hibernate behaviors.

This has been nothing short of exhaustive and time consuming. I have logged sending back over 10+ laptops before right here on these HP forums: HP Endpoint Security Controller Problem 0x6001 - HP Support Community - 8361938

Initially I thought it was the "HP Intelligent Hibernate" BIOS option or maybe the "Power Management Options" in the BIOS, but as of today I'm not sure those settings make a difference. I believe older G10 BIOS versions don't even have the "HP Intelligent Hibernate" option (HP introduced this late last year) - I haven't been able to determine if older BIOS versions lacking this update have this thermal event hibernate problem. I'm definitely curious if BIOS versions pre-dating late last year and this "Intelligent Hibernate" option don't exhibit this thermal event hibernate problem?

Today I'm looking at a 455 G10 having the same problem yet this laptop pre-dates our last order and has a born-on date of 09/06/2023.  This laptop was from an entirely different, earlier batch. This laptop (unlike the newer order) has the "HP Wolf Security" sticker so i know for sure this laptop isn't even from the last 14 we'd ordered.

In my opinion everything points to some type of glitch or bug in the BIOS, firmware or maybe (but seems unlikely) drivers being passed down through Windows Updates. Every "thermal event" laptop is idling in very environmentally temperature-controlled rooms, and in my opinion is clearly not having any type of "thermal event" at all (hopefully).

Hopefully this thread attracts some additional attention as i'd been googling this and it just now has started popping up in the search results.

[hmnz]

Glad to know I'm not the only one. Its infuriating and our business is stuck on the older laptops till the newer ones pass the stability check. At this point I'm just going to keep sending laptops back for part replacement till it actually works at HP's cost. I'm also working through my vendors to see if I can get some sort of refund. Thankfully it was purchased under my company and not my own money. I'll never go back to HP again

[hmnz]

Hopefully my final update. To anyone who's facing this issue, after escalations, the engineer working on my laptop at the service center got back to me and said to try turning off "Intelligent Hibernate" from the bios settings. He suspects it could be a bug with that feature. I do believe it to be the case as I find it highly unlikely for it to be a hardware issue at this point.

I've turned that setting off and since then I haven't experienced the hibernate problem. It's still early and I'm still testing but you guys could try it out too. 

Copy paste of instructions given:

1. Power on or restart the computer.
2. Press F10 during the boot process to enter the HP Computer Setup (F10) BIOS.
3. Select the Advanced tab.
4. Select System options
5. Scroll down to HP Intelligent Hibernate.
6. Uncheck the box.
7. Save changes and exit the BIOS.