black screen, laptop shuts down and restarts randomly

[Alicia612]

I have a HP pavilion X360 convertible with windows 11. Approximately a week ago my laptop began randomly shutting down and restarting. I would get a blue screen about BIOS and sometimes a black screen. I tried all the things I could through hp but finally gave up and took it to a shop. They discovered some malware that was causing the laptop to run at 100%. That issue was fixed but I no sooner got it home and the black screen is continuing to pop up and shut down the laptop randomly with a message "your device ran into a problem and needs to restart 0% complete. The blue screen seems to have been fixed but the black screen has persisted. I have run diagnostics (short and long tests) and everything has passed. I called the computer shop but they were little help. The computer is only a couple years old but the warranty ran out. Any advice? By the way, if I am watching prime, it does not shut down but most other times it does-sometimes a few times an hour, sometimes I can go 2 hours before it does it. It is warm but not hot when running. 

[Deep_World]

Hi @Alicia612,

Welcome to the HP Support Community!

Thanks for reaching out!

We're thrilled to have the opportunity to assist you and provide a solution.

Sorry for the inconvenience caused don’t worry let me help you.

To better understand the issue, could you please provide a few more details?

• Do you notice if the shutdowns happen more often when the laptop is on battery power versus plugged in?
• Have you seen any specific error codes around the time of the crashes?
• Did the shop reinstall Windows after removing the malware, or was the cleanup done on your existing installation?

 Troubleshooting steps you can try:

1. Check Event Viewer Logs
   • Press Win + X → Event Viewer.
   • Look under Windows Logs → System for critical errors around the time of shutdown. This can point to driver or hardware issues.
2. Update BIOS and Drivers
   • Go to HP’s support site for your Pavilion x360 model.
   • Download and install the latest BIOS, chipset, and graphics drivers. Outdated firmware or drivers can cause random restarts.
3. Disable Fast Startup
   • Go to Control Panel → Power Options → Choose what the power buttons do.
   • Uncheck Turn on fast startup. This sometimes resolves black screen issues after malware cleanup.
4. Run System File Checker
   • Open Command Prompt (Admin) and run:    sfc /scannow
   • This will repair corrupted system files that malware may have damaged.
5. Check Power Settings
   • In Power Options, set the plan to Balanced and restore default settings.
   • Ensure “Turn off display” and “Sleep” timers aren’t set too aggressively.
6. Test in Safe Mode
   • Boot into Safe Mode (press F11 at startup → Troubleshoot → Advanced Options → Startup Settings).
   • If the laptop runs stable in Safe Mode, the issue is likely driver‑related rather than hardware

I hope this helps.

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,

Deep_World