Fullscreen video crashes WIN 10 HP netbook model z1e00pa#abg

[bretthernan]

When I watch a video in full screen I get a frozen screen, a screeching sound and I am forced to turn off the machine to reboot.

This also occurs when I am outputting to my projector via an hdmi cable and sometimes just randomly even when I do not have any videos playing at all. It seems to occur with higher resolution videos more often than not (for example, it has never occurred when watching the relatively low resolution, youtube video streams).

It is a frequent problem, occurring at least every few days, sometimes every day, and even a few times a day. I suspect that it has caused the failure of my hard dive so that I had to replace it with an SSD, and I have had to initiate numerous operating system resets due to all the file system corrupting hard restarts.

When  checking the windows reliability monitor report, the failure(s)are commonly reported as a problem with the onboard AMD Radeon graphics card error codes: 144 and 114, live kernel events.

I recently noted, after a search of online forums where others had suffered this same video playback crashing issue, that the ultimate solution was to manually update the AMD graphics driver, because the windows update resets it every time to an older one.

Apparently, HP no longer offer driver updates for the AMD Radeon graphic cards in the model I have, and they instead rely upon the windows update to install all relevant device drivers (which I suspect it is not doing satisfactorily in this case).

Since I updated my AMD Radeon driver I have not had a crash (as yet) but I also have not tried to watch a movie via hdmi since then either, fearing a crash that will delete my operating system as a result. The state of affairs where I fear to use my device due to expectations of unreliability is far from ideal

Any advice offered will be greatly appreciated, thanks

[KrazyToad]

@bretthernan

Since you have updated the AMD Radeon and everything is working fine right now there is no way to know if the issue persists until you actually try reproducing the problem

The issue could have been resolved with the update you did

But if the issue persists, I suggest you download and run the HP Support Assistant from this Link: https://www8.hp.com/us/en/campaigns/hpsupportassistant/hpsupport.html?jumpid=va_r602_us/en/any/psg/p...

HPSA will automatically search for all the latest drivers for your Notebook

1. Click My devices in the top menu, and then click Updates in the My PC or My notebook pane.

   

2. Click Check for updates and messages to scan for new updates.

   

3. Review the list of updates. Updates with a yellow information icon are recommended. Updates with a blue information icon are optional.

4. Click the update name for a description, version number, and file size.

5. Select the box next to any updates you want to install, and then click Download and install.

Also ensure Windows is up to date.

Select the Start  button, and then go to Settings  > Update & security  > Windows Update , and select Check for updates. If Windows Update says your device is up to date, you have all the updates that are currently available

Keep me posted how it goes

Thank you and have a wonderful day 😊

If the information I've provided was helpful, give us some reinforcement by clicking the "Solution Accepted" on this Post and it will also help other community members with similar issue.

[bretthernan]

Thanks for your reply and the same problem occurred whilst watching a full screen movie via HDMI to our Epson projector, so,  as you've suggested, I am downloading HP Support assistant and will let you know asap if this improves things.

[KrazyToad]

@bretthernan

Keep me posted if the issue persists

[bretthernan]

I updated the drivers that HP assistant offered for me to install and I last night then watched a movie without issue.

Then tonight whilst watching a movie through HDMI to Epson projector (as usual) it again spontaneously rebooted, but without the usual screeching and freezing that more often causes me to have to hard restart.

This has been a feature of the problem also interrupting movies in the same unexpected manner as when it screeches and freezes, so I can only assume the driver updates  has not fixed the issue.

[KrazyToad]

@bretthernan

Please try creating a new user account and check if you face the same issue on the new user account

Link: https://support.microsoft.com/en-in/help/4026923/windows-10-create-a-local-user-or-administrator-acc...

[bretthernan]

Thanks. I have created new user account. The account I normally user is the default, 'owner', with no Microsoft outlook associated email address, and I was not aware of the account user function until you pointed it out to me!

I will try to watch a movie under the new user account tonight and will let you know if there is a problem asap.

[KrazyToad]

@bretthernan

Keep me posted if you need further assistance

Thank you 😊

[bretthernan]

Unfortunately the issue returned tonight whilst I was using the alternate user account to watch a film on the projector via HDMI. The system spontaneously rebooted, however without locking up or screeching sounds.

Reliability monitor reported the system was not shut down correctly and does not mention any other reason for the problem.

[KrazyToad]

@bretthernan

Thanks for keeping me posted

At this point I suggest you perform a Reset. Please follow the instructions in this Link: https://support.hp.com/in-en/document/c04742289