Unexplained Laptop Reboot when using teams

[DMIMCW]

Dear HP Customer service

I m facing a problem with whenever I am using team application my PC suddenly crash and restart .

This issue is mainly with I am using Microsoft teams only.
My PC is updated and Windows is original

I did machine test for hardware and all is ok.

I am coping just few events from my event viewer.
Warning 03/09/2024 02:21:45 م Kernel-PnP 219 (212)
Error 03/09/2024 02:21:54 م Eventlog 1101 Event processing
Critical 03/09/2024 02:21:45 م Kernel-Power 41 (63): This issue is mainly with I am using Microsft teams only.
My PC is updated and Windows is original
Error 03/09/2024 02:21:54 م EventLog 6008 None
Warning 03/09/2024 02:14:43 م DistributedCOM 10016 None
Warning 03/09/2024 02:14:43 م DistributedCOM 10016 None
Warning 03/09/2024 02:14:43 م DistributedCOM 10016 None
Error 03/09/2024 02:14:02 م Application Error 1000 Application Crashing Events
Warning 03/09/2024 02:13:40 م DistributedCOM 10016 None
Warning 03/09/2024 02:13:37 م DistributedCOM 10016 None
Error 03/09/2024 02:13:30 م Kernel-EventTracing 3 Session
Warning 03/09/2024 02:13:30 م Kernel-EventTracing 4 Logging
Error 03/09/2024 02:13:28 م Universal Print 1 None

Thanks for your usual support 

[A_Gayathri]

Hi @DMIMCW,

Welcome to The HP Support Community.  

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

I understand the issue you're encountering with your HP Envy x360 15.6 inch 2-in-1 Laptop crashing and rebooting when using Microsoft Teams could be due to several factors, such as driver conflicts, Teams-specific compatibility issues, or even background system processes. Since the error is occurring primarily with Microsoft Teams, 

here are a few steps you can take to resolve the problem:

 

1. Update Microsoft Teams

Ensure you are running the latest version of Microsoft Teams:

• Open Teams, click on your profile picture at the top right, and select "Check for updates."
• Restart your computer after the update completes.

2. Update Drivers (especially graphics and audio)

Check for updates for all your drivers, especially graphics and audio drivers, as Teams heavily relies on both:

• Manually via HP: Go to the HP Support website and download the latest drivers specific to your model (HP Envy x360 15-fh0000).
• Via Windows Update: Check for driver updates in Windows Update > Advanced options > Optional updates.

3. Check Event Viewer for Specific Errors

From the logs you provided, here are some key events:

• Kernel-Power 41 (63): This usually happens when the system reboots unexpectedly due to a hardware failure or power issue.
• DistributedCOM 10016: This can be related to permission issues in Windows that may affect certain system services, though it’s not usually critical.
• Application Error 1000: This indicates an application (likely Teams) is crashing.

You can search for specific fixes for these errors, but it's important to address the more critical error related to "Kernel-Power 41 (63)" since it points to unexpected system shutdowns.

4. Adjust Power Settings

Change the power plan to "High Performance" to see if it resolves the issue:

• Go to Settings > System > Power & sleep > Additional power settings.
• Select High performance or create a custom power plan.

5. Reinstall Microsoft Teams

Uninstall and reinstall Microsoft Teams to ensure there are no corrupt files:

1. Uninstall via Control Panel or Settings > Apps.
2. Download the latest version of Teams 

6. Disable Hardware Acceleration in Teams

Teams uses hardware acceleration for video calls, which might cause issues with specific hardware configurations:

1. Open Teams and click on your profile picture.
2. Go to Settings > General.
3. Uncheck Disable hardware acceleration and restart Teams.

7. Run System File Checker (SFC) and DISM

Corrupted system files might be causing crashes:

• Open Command Prompt as an administrator and run: sfc /scannow
   

• After that, run the following to repair any Windows corruption: DISM /Online /Cleanup-Image /RestoreHealth
  

8. Update BIOS

Check if there’s a BIOS update available for your laptop from the HP Support website. Updating the BIOS can resolve stability issues.

9. Check Background Applications

Sometimes, background processes can interfere with Teams:

• Open Task Manager and disable unnecessary startup programs.
• Use Windows Safe Mode with Networking to check if the issue persists without additional software interference.

Refer to this document: HP Envy x360 15.6 inch 2-in-1 Laptop PC 15-fh0000 User manual 

I hope this helps. 

Take care and have a good day.

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. 

[A_Gayathri]

Hi @DMIMCW,

Welcome to The HP Support Community.  

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

I understand the issue you're encountering with your HP Envy x360 15.6 inch 2-in-1 Laptop crashing and rebooting when using Microsoft Teams could be due to several factors, such as driver conflicts, Teams-specific compatibility issues, or even background system processes. Since the error is occurring primarily with Microsoft Teams, 

here are a few steps you can take to resolve the problem:

1. Update Microsoft Teams

Ensure you are running the latest version of Microsoft Teams:

• Open Teams, click on your profile picture at the top right, and select "Check for updates."
• Restart your computer after the update completes.

2. Update Drivers (especially graphics and audio)

Check for updates for all your drivers, especially graphics and audio drivers, as Teams heavily relies on both:

• Manually via HP: Go to the HP Support website and download the latest drivers specific to your model (HP Envy x360 15-fh0000).
• Via Windows Update: Check for driver updates in Windows Update > Advanced options > Optional updates.

3. Check Event Viewer for Specific Errors

From the logs you provided, here are some key events:

• Kernel-Power 41 (63): This usually happens when the system reboots unexpectedly due to a hardware failure or power issue.
• DistributedCOM 10016: This can be related to permission issues in Windows that may affect certain system services, though it’s not usually critical.
• Application Error 1000: This indicates an application (likely Teams) is crashing.

You can search for specific fixes for these errors, but it's important to address the more critical error related to "Kernel-Power 41 (63)" since it points to unexpected system shutdowns.

4. Adjust Power Settings

Change the power plan to "High Performance" to see if it resolves the issue:

• Go to Settings > System > Power & sleep > Additional power settings.
• Select High performance or create a custom power plan.

5. Reinstall Microsoft Teams

Uninstall and reinstall Microsoft Teams to ensure there are no corrupt files:

1. Uninstall via Control Panel or Settings > Apps.
2. Download the latest version of Teams 

6. Disable Hardware Acceleration in Teams

Teams uses hardware acceleration for video calls, which might cause issues with specific hardware configurations:

1. Open Teams and click on your profile picture.
2. Go to Settings > General.
3. Uncheck Disable hardware acceleration and restart Teams.

7. Run System File Checker (SFC) and DISM

Corrupted system files might be causing crashes:

• Open Command Prompt as an administrator and run: sfc /scannow
• After that, run the following to repair any Windows corruption: DISM /Online /Cleanup-Image /RestoreHealth

8. Update BIOS

Check if there’s a BIOS update available for your laptop from the HP Support website. Updating the BIOS can resolve stability issues.

9. Check Background Applications

Sometimes, background processes can interfere with Teams:

• Open Task Manager and disable unnecessary startup programs.
• Use Windows Safe Mode with Networking to check if the issue persists without additional software interference.

Refer to this document: HP Envy x360 15.6 inch 2-in-1 Laptop PC 15-fh0000 User manual 

I hope this helps. 

Take care and have a good day.

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution.