Laptop shuts down and restarts when watching You Tube videos

[Sakura57]

Hi.

My HP Pavilion 17-p150sa notebook has started randomly shutting down and restarting when watching  several You Tube videos. When just web browsing it appears ok. I've cleaned the outside vents and fan using compressed  air and a cold shot of an hairdryer. I've updated the bios drivers, run System tests,and done all of the Windows updates. I regularly use anti virus and Malware programs. Is this a case of a complete factory reset or does it need cleaning by opening the back of the notebook up?

[Riddle_Decipher]

@Sakura57

Thank you for joining HP Forums. 

I'll be glad to help you 🙂 

As I understand the laptop shuts down during YouTube videos,

Don't worry as I'll be glad to help, however, to provide an accurate resolution, I need a few more details: 

Did you check if the issue occurs while playing offline videos?

Have you updated the video card drivers?

While you respond to that, here's what you need to do:

• If a blue screen error opens and you cannot continue, see HP Guided Solution - No Power or No Boot Troubleshooting.

• If the computer locks up at random times or shortly after turning on the computer a hardware component might be failing.

  For information about testing for a failing component, refer to Testing for Hardware Failures (Windows 10, 😎for desktop computers, or Testing for Hardware Failures (Windows 10, 😎 for notebook computers.

• If lockups occur when coming out of a sleep or suspend mode, restart the computer. Adjust the power settings and update the BIOS to fix this problem. For more information, refer to Resolving Problems with Sleep and Hibernate Modes (Windows 10, 😎.

Step 1: Unlock the unresponsive computer

Use the steps in this section to help find the cause of the lockup:

1. Disconnect all devices to the PC with the exception of keyboard and mouse and/or monitor required for minimal use.

2. Remove any discs from the CD/DVD drives.

   • If Windows becomes active again, clean, repair, or replace the disc. Troubleshooting is complete.

   • If the lockup persists, continue troubleshooting using these steps.

CLICK HERE FOR MORE STEPS AND INSTRUCTIONS.

(By the end of this article all the issues should be resolved)

Keep me posted,

If the information I've provided was helpful, 

give us some reinforcement by clicking the solution and kudos buttons, 

that'll help us and others see that we've got the answers!

Good Luck.

[Sakura57]

Hi  Rddle Decipher.

Sorry for just getting back to you!

Thank you for getting back to me regarding my ongoing issue. This shut down and restart issue just appears to happen when I've been watching youtube videos for a while. Whilst I'm browsing the internet and watching offline video's, it so far hasn't happened. There's no blue screen or error messages, it just shuts down and straightaway restarts.

I've purchased a cooling pad but it still shutdown the last time I used it.

Over the weekend I will look at the information you sent on testing hardware problems. I think it may have dust inside and it needs to be throughly cleaned by a professional.

Regards

Shaun

[Jeet_singh]

Hi @Sakura57,

It looks like you were interacting with @Riddle_Decipher, but he is out for the day & I'll be glad to help you out, 
I'm the Jeet_Singh & I'm at your service. 

Please take your time and get back to me with the results,
 
I'll be awaiting your response and would be glad to help.
 
Feel free to post your query for any other assistance as well,
It's been a pleasure interacting with you and I hope you have a good day ahead.
 
If you wish to show appreciation for my efforts, mark my post as Accepted Solution.
And click on the Purple Thumbs up icon at the bottom of my comment. 

Regards,

[Sakura57]

Hi.
I've noticed this is happening each time I log on to my laptop. It happens when I've been on it a while. It suddenly goes off and restarts again with no blue screen, or screen error messages. I thought it was only when I watched YouTube videos but it happens when I'm browsing the net too.
I've just bought a cooling pad, and I frequently compress air the vents. I have anti virus and malware programmes.
I'm just wondering if my laptop needs to be looked at by a technican as I'm concerned these restarts will damage the laptop eventually.

Regards

Shaun

[Riddle_Decipher]

@Sakura57

Thank you for replying with this detailed response 😉 

I appreciate your time and efforts,

I recommend you update drivers and software for your computer using Windows Update. For more information and detailed instructions, see HP PCs - Updating Drivers and Software with Windows Update (Window 10, 😎.

If the issue persists, please perform a system refresh followed by a system recovery to reinstall the windows of your device, ensure you create a backup using the HP Recovery Manager.

Keep me posted,

If the information I've provided was helpful, 

give us some reinforcement by clicking the solution and kudos buttons, 

that'll help us and others see that we've got the answers!

Good Luck.

[Sakura57]

Good afternoon.

Yesterday I spent most of yesterday completing  hardware tests, which all passed. Then my laptop again shut down and restarted, so I carried out a system recovery on Windows  without deleting  my personal folders. I then put all my Apps back on, and unistalled all the added apps I  don't use. When I later restarted my laptop it went to a blue screen with

• "Choose a Keyboard layout" and then "choose an option"
• Troubleshoot 

• Turn off your PC 

I now can't get into my laptop. I'm not a PC expert and don't have a clue what to do next.

Could you please help me rectify this issue, I don't want to lose what I have on my laptop if I don't have to.

Regards

Shaun

[Jeet_singh]

Hi @Sakura57,

It looks like you were interacting with @Riddle_Decipher, but he is out for the day & I'll be glad to help you out, 
I'm the Jeet_Singh & I'm at your service. 

As I understand you have performed a system recovery using the partition available on your PC and still the computer shut down randomly and now gives a blue screen. Don't worry as I have a few other steps which should help you resolve this issue.

Let's turn off the computer and then boot the computer into the Bios screen and wait there for sometime and check if it shuts down. If the PC shuts down in the Bios screen then it's a possible hardware failure. 

If the PC stays ON in the Bios screen, then I would suggest you contact our HP phone support for available service related options. 

HP Technical Support can be reached by clicking on the following link: http://h22207.www2.hp.com/us-en/?openCLC=true

(1) Once the support page opens please select the country in which you're located. Next, enter your HP model number on the right.

(2) Next, choose the 'Contact Support' tab at the top and scroll down to the bottom of the 'HP Support- Contact' page to fill out the form provided with your contact information.

(3) Once completed click the 'Show Options' icon on the bottom right.

(4) Lastly, scroll down to the bottom of the page and select 'Get the phone number.' A case number and phone number will now populate for you.

If you have any troubles, let me know and I will do my best to help!

Hope this helps, for any further queries reply to the post and feel free to join us again

Feel free to post your query for any other assistance as well,

It's been a pleasure interacting with you and I hope you have a good day ahead.

If you wish to show appreciation for my efforts, mark my post as Accepted Solution.

And click on the Purple Thumbs up icon at the bottom of my comment.

Regards,

[Sakura57]

Hi Jeet.

Thank you for getting back to me so promptly.

I've just done F10 and my laptop is still on! As i said I've carried all the hardware tests the other day and everything passed.

I've just read about HP Support and my laptop is 2 years old so I'd need to pay £33.99 which at the moment I can't really afford to pay. Is there anything I can do myself here to rectify this problem?

I'm really disappointed my HP laptop after only 2 years is running into major issues, when I only use 3 hours a day and that's mainly watching youtube and web browsing. I frequently clean the vents and reguarly update all the anti vrus and software.

Regards

Shaun

[Jeet_singh]

Hi @Sakura57,

Thanks for the update.

As I understand you have tried to boot the computer into the Bios screen and PC does not shuts down, this definitely looks like a software or driver issue.

I would suggest you perform a system recovery. Doing this will wipe off everything and set the computer back to the original factory conditions. So, please remember to back up your data before initiating system recovery. If for some reason the recovery fails. The only other way to install Windows would be to order the recovery media for your laptop and using the recovery media you can install Windows. You can check if the recovery media is available online on www.hp.com/drivers by entering the exact model no. of your laptop. To find the exact model no. click here: http://hp.care/2bygf7l

HP PCs - How to Reset Your Computer to Factory Settings (Windows 10, 8, 7)

HP PCs - Obtaining HP Recovery Discs or an HP USB Recovery Drive

Otherwise, you could also reach HP phone support to order the recovery media. If your product is out of warranty, please choose paid options to get the tech support number.

HP Technical Support can be reached by clicking on the following link: http://h22207.www2.hp.com/us-en/?openCLC=true

(1) Once the support page opens please select the country in which you're located. Next, enter your HP model number on the right.

(2) Next, choose the 'Contact Support' tab at the top and scroll down to the bottom of the 'HP Support- Contact' page to fill out the form provided with your contact information.

(3) Once completed click the 'Show Options' icon on the bottom right.

(4) Lastly, scroll down to the bottom of the page and select 'Get the phone number.' A case number and phone number will now populate for you.

Hope this helps, for any further queries reply to the post and feel free to join us again.

Feel free to post your query for any other assistance as well,

It's been a pleasure interacting with you and I hope you have a good day ahead.

If you wish to show appreciation for my efforts, mark my post as Accepted Solution.

And click on the Purple Thumbs up icon at the bottom of my comment.

Regards,