Laptop keeps crashing

[abenn2]

I have an hp Envy x360 laptop and it keeps crashing on me. When in use the system suddenly collapses and I get a dark screen with no error message. Shutting down the computer and restarting it restores the screen however, all the open files do not get saved. The computer does not over heat.

It would be great if you could help me finding the problem and its solution.

Thanks!

[Nal_NR]

Hi @abenn2,

Welcome to the HP Support Community. 

I'd be happy to help you! 

I understand that you are having issues with your laptop crashing. 

It sounds like your HP Envy x360 is experiencing sudden crashes that result in a black screen. This issue could be due to several factors, including software conflicts, driver issues, hardware problems, or power settings. Here are some steps you can take to diagnose and resolve the issue:

1. Update Drivers and Windows

Ensure that all your drivers and Windows OS are up to date.

Windows Update:

1. Go to Settings > Update & Security > Windows Update.
2. Click Check for updates and install any available updates.

Update Drivers:

1. Visit the HP Support page for your specific HP Envy x360 model.
2. Download and install the latest drivers, especially for the graphics card and chipset.

2. Check Power Settings

Sometimes power settings can cause the system to go into sleep or hibernate mode unexpectedly.

• Adjust Power Plan:
  1. Go to Control Panel > Power Options.
  2. Select Change plan settings next to your selected power plan.
  3. Choose Change advanced power settings.
  4. Expand Sleep and Hibernate settings, and ensure they are set to appropriate values (e.g., set to Never while troubleshooting).

3. Run a System Scan

Check for system file corruption or malware.

System File Checker (SFC):

1. Open Command Prompt as an administrator (right-click the Start button and select Command Prompt (Admin) or Windows PowerShell (Admin)).
2. Type sfc /scannow and press Enter. Wait for the process to complete and follow any instructions if issues are found.

Malware Scan:

1. Run a full system scan with your antivirus software.
2. Alternatively, use Windows Defender for a full scan:
   • Go to Settings > Update & Security > Windows Security > Virus & threat protection.
   • Select Scan options and choose Full scan.

Kindly check the next set of steps in the next post. 

Hope this helps! Keep me posted for further assistance

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

[Nal_NR]

Hi @abenn2,

Please find the next set of steps below.

4. Check Event Viewer

Event Viewer can provide logs and details about what might be causing the crashes.

• View Event Logs:
  1. Right-click the Start button and select Event Viewer.
  2. Navigate to Windows Logs > System.
  3. Look for any critical errors or warnings around the time your system crashes.

5. Disable Fast Startup

Fast startup can sometimes cause issues with system stability.

• Disable Fast Startup:
  1. Go to Control Panel > Power Options > Choose what the power buttons do.
  2. Click Change settings that are currently unavailable.
  3. Uncheck Turn on fast startup (recommended).
  4. Click Save changes and restart your computer.

6. Perform a Clean Boot

A clean boot can help you identify if third-party software is causing the issue.

• Clean Boot:
  1. Press Windows + R, type msconfig, and press Enter.
  2. In the System Configuration window, go to the Services tab.
  3. Check Hide all Microsoft services and then click Disable all.
  4. Go to the Startup tab and click Open Task Manager.
  5. Disable all startup items.
  6. Close Task Manager and click OK in the System Configuration window.
  7. Restart your computer and see if the issue persists.

7. Check Hardware

Hardware issues can also cause sudden crashes.

Memory Diagnostic:

1. Press Windows + R, type mdsched.exe, and press Enter.
2. Choose to restart and check for problems.

Hard Drive Check:

1. Open Command Prompt as an administrator.
2. Type chkdsk /f /r and press Enter.
3. Follow the prompts to schedule a disk check on the next restart and restart your computer.

If the problem persists after trying these steps, there may be a more serious hardware issue. In this case, contacting HP phone support for service options. 

Hope this helps! Keep me posted for further assistance

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.