New laptop has random kernell power crashes

[emzzz]

Hello,

I've had my new pc for 1 month now. It was a real pleasure until my first kernell power (41 63). Since then, I've been constantly having thoses crashes, resulting in a random reboot whenever I'm on a discord call, visio teams, or watching a movie on chrome, or even just installing an app. I can have 2 or 3 hours of gaming without a problem, then open discord and put on my webcam and BOOM: freeze for 3 sec and auto boot.

things i've tried :

- disabled Fast Startup 

- Windows 11 clean install

- updated all drivers (BIOS included)

- did HP diagnostics (system, hardware...)

- did OCCT stress tests. The processor test made some creepy BSOD, but Totally random tho, it crashed 4 minutes after the beginning, then it doesn't crash for 1h THEN 20 minutes after another start, then again for 1h everything is ok. I don't know if it's linked to kernell power crashes

OCCT Bsod

- disabled material acceleration on discord and chrome (I was starting to be desperate at this point)

I'll **bleep** tomorrow morning, but I wanted to have your opinion on those crashes. I don't understand WHY it's crashing, and this is a bit frustrating. So what do you think ?
(I will update for my fellows who had the same issue as me ofc)

[Irfan_06 · Accepted solution]

Hi @emzzz,

Welcome to the HP Support Community.

Thank you for posting your query, I will be glad to assist you.

I see that you are facing an issue with your Laptop that is not booting up.

Please follow the steps below to perform an extensive system test to confirm if the hardware is working fine.

1) Shut down the computer.

2) Turn the computer back on again and repeatedly tap on the ESC until a Startup menu appears.  

3) Press F2 once.  

4) Go to the system test > extensive test

If the hardware is working fine. Kindly refer to the steps on this link to update the BIOS and let me know if that resolves the issue.

Make sure you keep only the charger plugged in while updating the BIOS for your PC.

Click on the + sign next to BIOS and then download the file.

Open the file and follow the on-screen instructions to complete the update.

Please install all the pending updates for the Windows operating system following the below steps.

go to Start > Settings > Update & Security > Windows Update and select Check for updates. If the upgrade is available for your device and you want to proceed, download and install it.

If the issue still persists, Please click on this link to perform a recovery on your Laptop.  (Take a backup of the data before performing a recovery)

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

I hope this helps.

Take care and have a great day ahead!

 Irwin6

HP Support

[emzzz]

Hi...

Here I come because I crashed 20 minutes ago. The BIOS update seems to work fine, I used the pc for weeks and no crashes. then... I crashed while I was working on google docs. (on Chrome). Kernell Power ofc.