Your device ran into a problem and needs to restart blue screen error

[jbecks24]

My laptop has started showing the blue screen error, but the catch is that it only shows up when trying to use my latop in a specific location. The error results in a never-ending restart loop and I'm unable to do anything on my laptop until I leave the area. When I leave the area or use my laptop from home, it works fine. The area is a university campus where there are many nice coffee shops around to work from but can no longer do this because of this very annoying issue. I've tried doing a hard rest/redownload of Windows but the issue still persists. Just purchased this laptop less than 6 months ago and already dealing with major issues. 

[Nal_NR]

Hi @jbecks24 ,

Welcome to the HP Support Community. 

I'd be glad to help you! 

That sounds like an incredibly frustrating issue, especially given that it only occurs in a specific location like your university campus. The fact that your HP ENVY x360 14-inch laptop runs fine everywhere else but encounters blue screen errors in that particular environment suggests that it might be related to external factors rather than the hardware itself. 

Here are some potential causes and steps you can try to resolve the issue:

Possible Causes:

Interference from External Devices:

• The specific location might have devices or equipment that interfere with your laptop’s operation, such as strong electromagnetic fields from nearby devices or Wi-Fi networks.

Wi-Fi or Network Drivers:

• It could be related to your laptop’s interaction with certain Wi-Fi networks, especially if the crash happens when connecting to a specific network. This can often be due to driver incompatibilities or network settings.

Power Source Issues:

• If you’re plugging your laptop into power at the location, there might be issues with the power supply, such as voltage fluctuations or grounding problems.

Environmental Factors:

• High levels of ambient electromagnetic interference (EMI) or even physical conditions (like heat or humidity) in the area could be causing the hardware to malfunction.

Let's troubleshoot to fix it.  

Disable Wi-Fi and Test:

• When you’re in a problematic location, disable Wi-Fi completely and try using the laptop. If it works fine with Wi-Fi off, the issue is likely related to network drivers or specific networks.

Update Network Drivers:

• Go to Device Manager > Network adapters.
• Right-click on your Wi-Fi adapter and select Update driver > Search automatically for updated driver software.
• You can also try downloading the latest drivers from the HP Support website specific to your model.

Use a Different Network:

• If there are multiple networks available at your university, try connecting to a different one to see if the issue persists. You can also try using a mobile hotspot.

Please find the remaining steps in the next post.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

[Nal_NR]

Hi @jbecks24, 

Please find the remaining steps below. 

Check Power Settings and Sources:

• If you’re plugging in your laptop, try using it on battery only, or try different power outlets in the area.
• Ensure the power adapter is the original one from HP, as third-party chargers can sometimes cause issues.

Run Hardware Diagnostics:

• Use HP’s built-in hardware diagnostics to check for any underlying hardware issues.
• Restart the laptop and repeatedly press F2 to enter the HP PC Hardware Diagnostics menu. Run a full test and see if it reports any errors.

Check Event Viewer for Error Details:

• Right-click on Start > Event Viewer.
• Look under Windows Logs > System to see if there are specific errors logged around the time the blue screen occurs. This might give more insight into the exact cause.

Disable Automatic Restarts:

• To better see the error message on the blue screen, you can disable automatic restarts:
  • Right-click on This PC > Properties > Advanced system settings > Settings under Startup and Recovery.
  • Uncheck Automatically restart under System failure.

Reset BIOS to Defaults:

• Enter BIOS by restarting and pressing F10 during boot.
• Look for an option to Load Setup Defaults or similar, save, and exit.

Test in Safe Mode:

• Boot into Safe Mode by holding Shift while clicking Restart, then selecting Troubleshoot > Advanced options > Startup Settings > Restart > and selecting Safe Mode.
• Test the laptop in the location to see if it still crashes in Safe Mode.

If these steps don’t resolve the issue, Since the laptop is less than six months old, it should still be under warranty. Consider contacting HP Support, for more options. 

Hope this helps! Keep me posted for further assistance

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.