Laptop repeatedly (at random) resets/reboots

[WJL34493]

My HP 17-ak014na Laptop (purchased 6 months ago) has intermittantly started to reset/reboot during use - For example, whilst I'm using an application, the screen blanks and then, after a minute or so goes to the login screen.  This problem has been present since I purchased the laptop, and become more frequent over the past 2/3 months.

Has anyone seen this problem before, and if so, what was the remedy?

[IT_WinSec]

Hello @WJL34493

Welcome to the HP Support forum. Thank you for posting.

HP has created an official article about such issue you experience how - please, check it and follow the steps:

>> https://support.hp.com/us-en/document/c03413399

If I understand you correctly, you fall into the criteria "Windows restarts for no apparent reason"

Does it produce a blue error for a second - known as BSOD screen ?

Let me know how it goes and provide detailed update, please.

Cheers !

[jorkki]

The Fall Creators Update of Windows has caused trouble for many users of computers with AMD processors.

Seems many times it helps to disable the Fast Startup feature if your computer randomy crashes:

https://h30434.www3.hp.com/t5/Notebook-Boot-and-Lockup/Laptop-randomly-restarts/m-p/6620717#M135617

[WJL34493]

Hi there,

No, I don't see the "blue screen of death" - the system just restarts/reboots.

I have disabled the restart on eror to catch the error code(s) - Now I'll wait until the next random restart/reboot and get back to this forum with the info.

Thanks for your help.

[jorkki]

You often don't see any blue screen. Maybe it's the video driver that get's out of orbit.

You could still try disabling the Fast Startup and see if it helps.

[WJL34493]

Hi there,

There are a series of errors in Event viewer coincident with the restart/reboot problem under Windows error reporting:-

Fault bucket , type 0
Event Name: BlueScreen
Response: Not available
Cab Id: 0

Problem signature:
P1: 124
P2: 0
P3: ffffa809e863b038
P4: 0
P5: 0
P6: 10_0_16299
P7: 0_0
P8: 768_1
P9:
P10:

Attached files:
\\?\C:\WINDOWS\Minidump\032518-37796-01.dmp
\\?\C:\WINDOWS\TEMP\WER-40906-0.sysdata.xml
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WERF656.tmp.WERInternalMetadata.xml
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WERF78F.tmp.csv
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WERF7BE.tmp.txt

These files may be available here:
C:\ProgramData\Microsoft\Windows\WER\ReportQueue\Kernel_124_c3b132ba2e3e61bd94a9f524bd95db96b0827f_00000000_cab_034cf7fc

Analysis symbol:
Rechecking for solution: 0
Report ID: 678b99a7-5780-428a-b0b0-00e1410c7410
Report Status: 4
Hashed bucket:

and System errors under "DistributedCOM":-

The application-specific permission settings do not grant Local Activation permission for the COM Server application with CLSID
{6B3B8D23-FA8D-40B9-8DBD-B950333E2C52}
 and APPID
{4839DDB7-58C2-48F5-8283-E1D1807D0D7D}
 to the user NT AUTHORITY\LOCAL SERVICE SID (S-1-5-19) from address LocalHost (Using LRPC) running in the application container Unavailable SID (Unavailable). This security permission can be modified using the Component Services administrative tool.

I'm not sure any of this information will help!

I'll also try your suggestion - disabling Fast Startup.

Thanks for your help - Cheers

[jorkki]

The thing that you don't see the BSOD would support the thinking that it might be the display driver crashing.

The info you have should certainly help the developers to fix this.

I think people have tried updating to the latest from AMD but I don't know if it has helped.

Be sure to create a restore point if you decide to try. There are also optional drivers for other peripherals but I don't know about compatibility so tread carefully and have your backups in order.

https://support.amd.com/en-us/kb-articles/Pages/Notebook-APU-Drivers.aspx#a6

Disabling the Fast Startup is a no risk option to try.

The DCOM error messages have been coming for ages and are apparently harmless. No one knows/tells why that isn't fixed by MS.

[IT_WinSec]

@WJL34493

The information from the Even Viewer which you posted shows Blue screen and file created in C:\Windows\Minidump

Could you open C:\Windows\Minidump\ 

and tell me if you see .dmp files inside.

Can you sort them via date and get the latest ones from this folder, paste them on your Desktop

Upload these dmp files from there to some online cloud storage such as your Google Drive, MS OneDrive, Dropbox, etc... and give me a URL to see them/check them

Looking forward to your reply.

[WJL34493]

Hi @IT_WinSec,

Not too sure how to use Google drive, but I've saved all the files there (event viewer/dmp files and metadata):

Here's the link:

https://drive.google.com/drive/folders/1RYlwqb9U0-0B06Xi1HSwdSP8u20OuECp

I think that I've enabled sharing, but not sure of you specific address (help!!)..

Thanks for you help.

Cheers

[IT_WinSec · Accepted solution]

Hi @WJL34493

Thank you for the prompt re-action. I analyzed the dump file and it is clear it is from the processor. What was mentioned by @jorkki is applicable for you - this is Windows issue (Windows incompatibility).

Please, try to disable the Fast startup. Save the changes and restart to see if it will make a difference.

Also, ensure all your drivers are updated, check in >> https://support.hp.com/us-en/drivers/selfservice/hp-17-ak000-laptop-pc/15551430/model/17121573

Here is more info >> https://answers.microsoft.com/en-us/windows/forum/windows_10-performance/random-crashes-reboot-fatal...