laptop 17-cp0370nd not stable (reboots, blue screens)

[RobertW1947]

First of all, I am Dutch, so my English is not so good.

My nabour ask me 2 weeks ago if I want to look at his laptop because he got suddenly a blue screen.

At that moment, the laptop was still running at W10.

He did a upgrade to W11, but again a blue screen.

My first action was to run Diagnostics, all components got a OK, but also the advice to update the bios.

So I did, I got F31.

But after the update I also got a blue screen.

So I tested memory with memtest86, OK.

Still memory replaced by my memory, still a ble screen.

Next step was replacing the Kioxia SSD by my WD SSD and installing a fresh W11.

Also downloaded the latest bios F32 and did a bios update.

Again running Duiagnostics (UEFI) and all components got a OK.

A stability test of one hour with a stress program was also OK.

But still is the laptop not stable.

So my conclusion is, that the hardware (motherboard itself or a component) is not stable.

Now I  wonder, if somebody recognise this problem.

Thanks in advance for your answers.

[Kuroi_Kenshi]

Hi @RobertW1947,

Welcome to the HP Support Community! 

Thanks for reaching out about your query regarding your laptop!

We're thrilled to have the opportunity to assist you and provide a solution.

Try these steps:

Run HP Diagnostics

1. Restart the laptop and press Esc repeatedly until the Startup Menu opens.
2. Select System Diagnostics (F2).
3. Run extensive hardware tests to check for any potential issues with the hardware components.

Check for BIOS Update

1. Visit the HP Support website and enter the laptop model number.
2. Check if there are any newer BIOS updates available and follow the instructions to update the BIOS.

Update Drivers

1. Run Windows Update to ensure all system updates are installed.
2. Use HP Support Assistant to check for driver updates:
   • Open HP Support Assistant from the Start menu or taskbar.
   • Select Check for updates and install all available driver updates.

Check for Software Conflicts

1. Boot the laptop in Safe Mode:
   • Restart the laptop and press Shift + F8 or hold Shift while clicking Restart.
   • Select Troubleshoot > Advanced options > Startup Settings > Restart.
   • Choose Safe Mode.
2. If the laptop operates without blue screens in Safe Mode, there might be a software conflict. Uninstall any recently installed software.

Perform a Clean Boot

1. Press Windows Key + R, type msconfig, and hit Enter.
2. Under the General tab, select Selective startup, and uncheck Load startup items.
3. Go to the Services tab, check Hide all Microsoft services, and disable all remaining services.
4. Restart the laptop and check if the blue screens persist.

Check Memory (RAM)

1. Press Windows Key + R, type mdsched.exe, and hit Enter.
2. Choose to restart and run the tool.
3. Check the memory diagnostics report once the test completes for any issues.

I hope this helps.

I'm glad I could help! 😊 If this resolved your issue, please mark it as "Accepted Solution" and click "Yes" on "Was this reply helpful?" Your feedback not only keeps us going but also helps others find the solution faster! 👍✨

Take care and have an amazing day ahead! 🚀

Best regards,

[RobertW1947]

Hi Kuroi_Kenshi,

Most of your suggested tests and checks I had have already done that a week ago.

This morning I have replaced the thermal paste, the result was a decrease of 10-15 degrees Celcius.

But again after one hour I got a reboot.

Not mensioned by you is testing the hardware using a Linux install at a different SSD.

But this is not a option for my nabour (female).

Also not for her is your option to use the laptop in Safe mode.

Another option, not mensioned by you, is "baking" the motherboard in a oven.

I have done this several times with a videocard.

This option I only will do after my nabour has replaced her laptop with another one.

And now she is intended to do this.

[Hawks_Eye]

@RobertW1947 

Kurio_Kenshi is away for now; however, I'm Hawks_Eye, and I'll be happy to help you out!

Thanks for the thoughtful update—and for being so thorough in your troubleshooting. It’s clear you’ve gone above and beyond to help your neighbor, and I admire your persistence.

Given that you've already:

• Replaced the thermal paste (with a notable 10–15°C improvement),
• Swapped SSDs and reinstalled Windows,
• Updated the BIOS (to F32),
• Run diagnostics and memory tests (including memtest86),
• And ruled out Safe Mode and Linux testing due to user limitations,

It does strongly point toward a deeper hardware-level instability, likely on the motherboard or power delivery side.

If your neighbor is planning to replace the laptop, it could be worth a try afterward, just for the sake of experimentation.

You’ve done a stellar job so far.

Regards,

Hawks_Eye