The screen goes black and the notebook stays on or restarts.

[MaxSicily]

hello everyone,
I have had a problem with this notebook since day one but, not using it often, I let the warranty expire. Now that I am using it, however, I need to solve the problem. Unfortunately, without any apparent reason, from one moment to the next when the notebook is connected to the power supply (this problem I noticed does not occur when it is not connected) the screen suddenly goes black or the notebook restarts.

If I go to the event log this is what it says

Log Name: System
Source: Microsoft-Windows-Kernel-Power
Date: 04/21/2025 1:15:48 PM
Event ID: 41
Task Category:(63)
Level: Critical
Keywords: (70368744177664),(2)
User: SYSTEM
Computer: Pavilion-LMax
Description:
The system restarted without a graceful shutdown. This error can be caused by an unexpected system hang, crash, or power failure.
Event XML:
<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
<System>
<Provider Name="Microsoft-Windows-Kernel-Power" Guid="{331c3b3a-2005-44c2-ac5e-77220c37d6b4}" />

<EventID>41</EventID>

    <Version>10</Version>

    <Level>1</Level>

    <Task>63</Task>

    <Opcode>0</Opcode>

    <Keywords>0x8000400000000002</Keywords>

    <TimeCreated SystemTime="2025-04-21T11:15:48.8636004Z" />

    <EventRecordID>25796</EventRecordID>

    <Correlation />

    <Execution ProcessID="4" ThreadID="8" />

    <Channel>System</Channel>

    <Computer>Pavilion-LMax</Computer>

    <Security UserID="S-1-5-18" />

  </System>

  <EventData>

    <Data Name="BugcheckCode">0</Data>

    <Data Name="BugcheckParameter1">0x0</Data>

    <Data Name="BugcheckParameter2">0x0</Data>

    <Data Name="BugcheckParameter3">0x0</Data>

    <Data Name="BugcheckParameter4">0x0</Data>

    <Data Name="SleepInProgress">0</Data>

    <Data Name="PowerButtonTimestamp">0</Data>

    <Data Name="BootAppStatus">0</Data>

    <Data Name="Checkpoint">0</Data>

    <Data Name="ConnectedStandbyInProgress">false</Data>

    <Data Name="SystemSleepTransitionsToOn">0</Data>

    <Data Name="CsEntryScenarioInstanceId">6</Data>

    <Data Name="BugcheckInfoFromEFI">false</Data>

    <Data Name="CheckpointStatus">0</Data>

    <Data Name="CsEntryScenarioInstanceIdV2">6</Data>

    <Data Name="LongPowerButtonPressDetected">false</Data>

    <Data Name="LidReliability">false</Data>

    <Data Name="InputSuppressionState">0</Data>

    <Data Name="PowerButtonSuppressionState">0</Data>

    <Data Name="LidState">1</Data>

    <Data Name="WHEABootErrorCount">0</Data>

  </EventData>

</Event>

[Garp_senchau]

@MaxSicily, Welcome to HP Support Community,

Thank you for posting your query; I’m here to help by guiding you through steps to resolve this issue

Power Supply or Charger Issue

If your charger is faulty or delivering inconsistent voltage, it might cause crashes or restarts.

Using a different, genuine HP charger (same voltage and wattage).

Plugging into a different wall outlet (direct to wall, no surge protector).

BIOS or Firmware Bug

Visit HP's official support site and check for a BIOS update.

Make sure chipset and firmware drivers are up to date.

HP Consumer Notebook PCs - Updating the BIOS (Basic Input Output System) (Windows) | HP® Support

System Extensive Test

Restart your laptop, press Esc repeatedly to open the Startup Menu, then press F2 to enter HP Diagnostics, go to System Tests, and run the Extensive Test.

Let me know the results of the test

I hope this helps.

Please feel free to reply here if you have any questions or if you need further clarification on any of the steps. 

Take care and have a good day. 

If my response helped, please mark it as an Accepted Solution! ✅ It helps others and spreads support. 💙 Also, tapping "Yes" on "Was this reply helpful?" makes a big difference! Thanks! 😊

Regards,

[MaxSicily]

Hello Garp,

Unfortunately, I had already done everything you wrote to me and I did it again now but without any positive outcome.

[Garp_senchau]

Hey @MaxSicily, 

Thanks for reaching out! Since the issue remains unresolved, I suggest contacting our phone/chat support team for personalized assistance. They can provide one-on-one help and may even be able to work their remote assistance magic to fix the problem.

Note: There might be a nominal charge for the service they provide.

Regards,