cancel
Showing results for 
Search instead for 
Did you mean: 
  • ×
    Information
    Fix Windows 10 Update Issues

    Resolve Windows 10 or update issues on HP computer or printer– Click Here

  • post a message
  • ×
    Information
    Fix Windows 10 Update Issues

    Resolve Windows 10 or update issues on HP computer or printer– Click Here

  • post a message
Highlighted
Level 2
19 18 0 6
Message 1 of 29
570
Flag Post
HP Recommended

Laptop rebooting on heavy game

omen 17 w109ng
Microsoft Windows 10 (64-bit)

hallo,

my laptop keep rebooting it self randomly when i am playing heavy game(Black desert online; after loading screen to get into the game. PUBG ; randomly while playing) . i had this problem actually last month after update from windows system. i had checked the hardware are fine.  and then suddenly the problem was disappear. now after i updated new driver nvidia , the same problem come again. And its only rebooting when the charger plugged in. it said , occur of kernel power 41 error on system. 

does it mean i need to replace the charger adaptor? 

when i unchecked the auto restart , the screen just went blank any color while on pubg or bdo. 

28 REPLIES 28
Highlighted
Level 15
Level 15
9,567 9,469 763 3,511
Message 2 of 29
559
Flag Post
HP Recommended

Laptop rebooting on heavy game

Hallo @Pinkbananas  Herzlich willkommen!

 

Based on your description and on the symptons this is not a hardware issue, not a power issue since it reboots (restarts), it does not power off. This looks like a software issue.

 

It may be a Windows issue but you mentioned you updated the drivers - Can you revert back the old ones ?

Was there any specific reason you updated them ?

 

Try to uninstall all NVidia drivers (instructions here >> https://www.wikihow.com/Uninstall-Nvidia-Drivers)

Do not mess with the Windows Registry, try all other steps

 

Reboot and leave Windows 10 install drivers it finds best suit your PC

 

Your feedback and update are important.
Click below on Accept As Solution and Likes+ icon if my comments helped or to say thanks


I work for HP Inc. *** I express personal opinion only and do not speak for HP *** Volunteer *** My location: Europe ***
Highlighted
Level 2
19 18 0 6
Message 3 of 29
551
Flag Post
HP Recommended

Laptop rebooting on heavy game

yeah i think so too, cause it happens everytimes soemthing was updated.  i have checked hardware  ram, cpu etc incase something wrong.i think,  all are fine , but i havent check my psu output power cause i dont have voltmeter or another charger to test out.

i have tried to reinstall the old gpu and windows reset, but unfortunatly it still rebooting too. i usually uninstall the driver with ddu app. I might try the way you suggested it maybe it is cleaner. 

Highlighted
Level 15
Level 15
9,567 9,469 763 3,511
Message 4 of 29
543
Flag Post
HP Recommended

Laptop rebooting on heavy game

Yes, try these steps, too.

 

Do not reinstall NVidia driver from their web site so far, just use some proposed by Windows or Windows Updates, to see how it goes

Your feedback and update are important.
Click below on Accept As Solution and Likes+ icon if my comments helped or to say thanks


I work for HP Inc. *** I express personal opinion only and do not speak for HP *** Volunteer *** My location: Europe ***
Highlighted
Level 2
19 18 0 6
Message 5 of 29
521
Flag Post
HP Recommended

Laptop rebooting on heavy game

thanks for suggestion , but unfortunately its still the same. reboot after loading screen 

will it damage the hardware if it keep suddenly reebot? i might try old nvdia driver and find which is compatible

0 Kudos
Highlighted
Level 15
Level 15
9,567 9,469 763 3,511
Message 6 of 29
518
Flag Post
HP Recommended

Laptop rebooting on heavy game

Can you provide a log file for me ?

 

Download and run the free Speccy  > http://www.piriform.com/speccy

Install and run the app

When it is ready, click on File > Save a snapshot

 

A file with .speccy extension will be generated. Please, upload it somewhere (e.g. in your Google Drive, Dropbox, ICloud or OneDrive storage) and give me URL to download/see

 

  • With regards to one of your comments earlier/above - have you reinstall Windows completely or you just reset it with keeping files ?
Your feedback and update are important.
Click below on Accept As Solution and Likes+ icon if my comments helped or to say thanks


I work for HP Inc. *** I express personal opinion only and do not speak for HP *** Volunteer *** My location: Europe ***
Highlighted
Level 2
19 18 0 6
Message 7 of 29
498
Flag Post
HP Recommended

Laptop rebooting on heavy game

0 Kudos
Highlighted
Level 2
19 18 0 6
Message 8 of 29
487
Flag Post
HP Recommended

Laptop rebooting on heavy game

https://drive.google.com/file/d/1LVbUiuc__xGSeG4bw8HzJ-b9vjIOl86i/view?usp=sharing

the first was summary only , here is for couple snap shot

0 Kudos
Highlighted
Level 15
Level 15
9,567 9,469 763 3,511
Message 9 of 29
444
Flag Post
HP Recommended

Laptop rebooting on heavy game

Hello @Pinkbananas 

 

Thank you for the logs . Based on them I can see your PC now runs with older version of the drivers (v23) but previously there were attempts to update to version 24. So, with the older version you still experience issues ?

 

There is no risk for the hardware itself due to sudden reboots - there is a small risk for the operating systems if it begins happening way too often.

 

If you still face the issue with the older version:

  • let me know if it reboots with no error at all (just like that) or it reboots with a blue screen of death (BSOD blue screen) like this
  • Can you go to This PC (My Computer/Windows Explorer), navigate to C:\Windows\Minidump\
  • Do you see files inside this folder ?  If you do, please upload them to GDrive and give them to me

 

Your feedback and update are important.
Click below on Accept As Solution and Likes+ icon if my comments helped or to say thanks


I work for HP Inc. *** I express personal opinion only and do not speak for HP *** Volunteer *** My location: Europe ***
0 Kudos
Highlighted
Level 2
19 18 0 6
Message 10 of 29
430
Flag Post
HP Recommended

Laptop rebooting on heavy game

Did u meant the disyplay`s driver? I try to find the competable one with 4 last driver. But now the laptop still reboot it self.  It's not blue screen. If I turn off the auto restart it will just go blank any color on screen when the system fail. And I can only restart the laptop with power Button if it happen.

But if it's software failure, would it be fixed if I completely reset the windows? Because everythings were erased, I am not sure maybe there are still couple files behind 

 i didnt find minidump files on c:windows

0 Kudos
Be alert for scammers posting fake support phone numbers on the community. If you think you have received a fake HP Support message, please report it to us by clicking on "Flag Post".
† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the Terms of Use and Rules of Participation