Brand new laptop restarts randomly

[FlorinMirea]

Hi, i got the laptop on 16'th of november and had no issues with it until about 2 weeks ago when it started randomly restarted, i'm currently on Windows 11 Version 21H2 (OS Build 22000.348) for about 1 week and before that i've used windows 10 Pro latest update, i thought it was because of the OS but after i re-installed windows 10 it kept doing the same thing, out of nowhere it restarts with no error message, i thought it was because of the bios auto-update so i installed version F.10 and for a day i had no issues no more restarts but when my laptop starts or it restarts it auto update's to F.15 and i cannot stop it every time i manually install the bios version provided on the support page for my laptop after a restart it reverts itself back to F.15

Please help thanks!

[FlorinMirea]

I have narrowed the problem down to the power supply, when the laptop is on battery or charging but the battery is not full works without a problem, as soon as the battery reaches 99-100% and starts using the power supply directly it restarts and when it boosts and starts using more power it restarts as well... i'm using a TPN-DA10 200W power supply, HP Help!

[praveenbv]

Hi@FlorinMirea,

Welcome to the HP Support Community!

I reviewed your post and I understand that the computer is overheating.

Don’t worry, I assure you I will try my best to get this sorted.

I would like to inform you that 90C is normal on the gaming computer. I recommend you use the Omen command center to change the settings which suit your needs.

Please refer to the below article for more information.

https://support.hp.com/in-en/document/c05387497

Hope this helps! Keep me posted.

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

[FlorinMirea]

Hi, not the overheating is the issue, when i plug in the power brick to charge the laptop it restarts to the point that it doesn't finish loading screen to get into windows and it restarts again and it starts up windows repair because it restarts so often.

[praveenbv]

Hi@FlorinMirea,

The only option is to reimage the operating system to factory settings.

1. Right-click My Computer, and then click Properties.
2. Click Advanced system settings.
3. Click the Advanced tab.
4. In the Startup and Recovery section, click Settings.
5. Click to clear the Automatically restart check box.

If you've been using the Recovery Partition (F11) to reinstall the OS, I recommend using the Recovery media instead to wipe out the HDD and create a new partition and fresh OS installation: Click here to obtain one, if you don't have on in your possession.

  or HP Consumer PCs - Using the HP Cloud Recovery Tool (Windows 10) Link

Hope this helps! Keep me posted. 

[FlorinMirea]

I have re-installed windows about 10 times up to this point, even tried windows 11 and still have the same issue ...

[praveenbv]

Hi@FlorinMirea,

`We have done the basic troubleshooting as per the document and the notebook needs to be checked taking remote access so that get to know it's a hardware or software issue.

I'd suggest you contact HP in your region regarding the service options for your computer or HP Chat Support Team.

[FlorinMirea]

I contacted HP in my region and they walked me through the troubleshooting process and they have no ideea what it is, im sending it to the warranty service tomorrow, in a few minutes i'll finish uploading 2 videos showing how it behaves as sometimes it goes into windows then restarts, other times i cant fully load windows and it restarts and in the video where i get the recovery message from windows is because it restarted 2 times without fully loading windows.

Random restart 1 

Random restart2 

[praveenbv]

Hi@FlorinMirea,

Let me know if you need any other assistance and I'd be happy to help 🙂 

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