Your device ran into a problem and needs to restart

[sfm17]

Over the last few days, I've started getting the error message "Your device ran into a problem and needs to restart". This is a black screen, not the blue screen of death. It is happening about twice a day. I've done some troubleshooting but nothing is working and there don't appear to be any obvious problems. I haven't installed anythingm recently and haven't made any changes to my use etc.

[Garp_senchau]

@sfm17, Welcome to HP Support Community,

Thank you for posting your query; I’m here to help by guiding you through steps to resolve this issue

It sounds like you're experiencing a system issue with your HP Pavilion 16-inch Laptop PC. When the error message "Your device ran into a problem and needs to restart" appears, it typically indicates an underlying issue with the hardware or software. Here are several steps you might try to resolve the issue:

Troubleshooting Steps

Driver Updates: Ensure that all your drivers are up to date. You can use HP's support website to find the latest drivers for your specific model.

Check for Windows Updates: Make sure your system is updated with the latest patches and updates from Microsoft.

System File Checker: Run the System File Checker tool to repair missing or corrupted system files. Open Command Prompt as an administrator and enter the command: sfc /scannow.

Diagnose Hardware: Use HP's built-in diagnostics tool to check for any hardware issues. Restart your laptop and press Esc repeatedly to access the Startup Menu, then select System Diagnostics.

Safe Mode: Boot your system into Safe Mode to see if the problem occurs. If the issue doesn’t appear in Safe Mode, it may be related to recently installed drivers or software.

Restore System: Consider performing a System Restore to revert the laptop back to a state before the problems started. Ensure you backup any important data before proceeding.

I hope this helps.

Please feel free to reply here if you have any questions or if you need further clarification on any of the steps. 

Take care and have a good day. 

Did we resolve the issue? If yes, please consider marking this post as "Accepted Solution" and click "Yes" to give us a helpful vote - your feedback keeps us going!

Regards,

[sfm17]

Thank you for your reply, @Garp_Senchau.

I've been working my way through this list, but nothing has worked yet. I'm up to starting in safe mode, but since my laptop only restarts once or twice a day, I could be waiting a very long time to confirm if that stops the restarts or not. So, I think I'm best to skip it. I'm pretty nervous about doing a restore system, but I guess it's my only option now. What sort of things do I need to back up?

[sfm17]

I've just tried to Restore the system to a previous date but it only offers me two recent dates as an option:

In the instructions I found online, it says that there should be an option to "Show more restore points" but I don't have this. The issue started happening before the 25th, so restoring to that date won't fix it.

[Garp_senchau]

Hi @sfm17, 

Thank you for your response

It seems that the available restore points on your HP Pavilion laptop don't go far enough back to address the issue. Here's how you can move forward:

Expand the Available Restore Points:

To show more restore points, follow these steps:

Open Control Panel > System and Security > System > System Protection.

Under System Properties, click the System Protection tab.

Click Configure and make sure that Turn on system protection is selected.

Click OK to apply the settings.

If the system protection was already turned on, try selecting Show more restore points again.

Backup Important Data:

Before performing a System Restore, ensure you back up any critical data.

You can back up your data to an external hard drive, cloud storage, or another device to ensure nothing is lost.

Perform System Restore:

If you're ready to proceed with the System Restore:

Select the restore point you can go back to (for example, the 28th of August if that’s the closest point available).

Follow the on-screen instructions, ensuring you’ve backed up your data beforehand.

I hope this helps.

Please feel free to reply here if you have any questions or if you need further clarification on any of the steps. 

Take care and have a good day. 

Did we resolve the issue? If yes, please consider marking this post as "Accepted Solution" and click "Yes" to give us a helpful vote - your feedback keeps us going!

Regards,

[sfm17]

Thanks for your reply, @Garp_senchau, but system protection is already turned on:

and I still only have the option to restore to the two most recent updates:

[sfm17]

Hi, I'm still waiting for a reply. You DMd me saying you have reached out and not heard from me so you are closing the ticket but you haven't reached out and the ticket is not resolved. 

[Garp_senchau]

Hey @sfm17,

Thank you for your response

Have you had a chance to try the steps I shared earlier? Let me know how it worked out and if you're still encountering any issues.

Take care and have a good day. 

Did we resolve the issue? If yes, please consider marking this post as "Accepted Solution" and click "Yes" to give us a helpful vote - your feedback keeps us going!

Regards,

[sfm17]

Please look through my responses above. I go through the challenges I'm having with resetting my laptop to a time before the issue started occurring

[Garp_senchau]

Hey @sfm17, 

Thanks for reaching out! Since the issue remains unresolved, I suggest contacting our phone/chat support team for personalized assistance. They can provide one-on-one help and may even be able to work their remote assistance magic to fix the problem.

Note: There might be a nominal charge for the service they provide.

Regards,