02-01-2018 11:22 AM
My laptop has been randomly shutting down several time a day during use and showing me this message. It is becoming more frequent and happens most often when I am watching media such as youtube and netflix; it does it when I am using regular software such as word and excel too. It was doing this a few months back after a harddrive error and I went and got it fixed. Any ideas advise? I dont want to have to keep taking it to the shop. I have only had it a year 😞
02-01-2018 12:27 PM
Thank you for posting in HP support forum!
I am sorry about the issue you experience.
Your problem is known as Blue Screen of Death (BSOD). BSOD is kind of Windows self-protection feature. If you received a blue screen error, or stop code, the computer has shut down abruptly to protect itself from data loss.
Reason: It's hard to say the reason exactly - a hardware device, its driver, or related software might have caused this error.What you describe could happen because of incompatible with Windows driver (most often) or because of hardware issue (rarely).
CRITICAL_PROCESS_DIED occurs when a process needed for the operating to run properly, well, dies. Processes are like programs, but multiple processes can be used by a single program- and processes directly interact with your processor, hence their name. The bad thing about this error is that it could be just about anything critical to the operation of your computer: namely, your hard drive, your memory, or, if you’re especially unfortunate, your processor.
In order to troubleshoot, I would need some specific information.
First - configuration
When you start your computer to Windows, go to Start -> Control Panel -> System should be opened.
Then follow the instructions here to Disable Automatic Reboot after Blue Screen Errors
Uncheck "Automatically restart" option and click OK.
Please, configure your WIndows to create kernel memory dump file as per these instructions here:
When BSOD screen appears your computer shall not reboot but the blue screen will remain on top.
Please, write here absolutely everything you will see on the screen. (of take a picture and upload it here or somewhere else). There can be some code which may help me help you. After that you will have to hard restart your computer.
Second - collect dump files
After reboot/restart , open the Computer (Windows Explorer) and go to C:\Windows\
Open Minidump folder
There should be some dump files inside the folder.
Mark them all, right click them all (when marked) -> choose Send to -> Compressed (zipped) folder
Windows will now create a zip archive
I will need this zip archive containing the dump files. They may help me providing technical information about why the issue happens. Once you have the files, upload them somewhere (e.g. OneDrive, Google Drive, Dropbox, etc...) and provide me with link to download
Third - test your hardware for issues
1. Please, shutdown the computer using the power button
2. Power it on.
2.1 As soon as you press the power-on button, immediately begin hitting the Esc button repeatedly(like tap-tap-tap).
This should open a HP Startup Menu
3. Choose F2 to open System Diagnostics. Follow the on-screen instructions to perform System Test >> Quick test.
This will check major hardware componets for issue (do it just in case) . Here is more info >> https://www.youtube.com/watch?v=6JXUp43ahHA
If the tests pass without issues, continue. If not, please, let me know
Four - check your PC for viruses/malware
You can use the free HitmanPro or ESET Online scanner
Last but not least - Update all your drivers using HP Support Assistant
Instructions >> http://support.hp.com/us-en/document/c03467905
Here is the HP official article which includes details >> http://support.hp.com/us-en/document/c04593971
Looking forward to your reply. Let me know the results of the test. Post back if you face difficulties.
I am an HP employee *** I express personal opinion only *** My location: Europe *** HP Expert - Volunteer