laptop crashes randomly when connected to power.

[JamesCMaxwell]

This has been issue with this computer for a while. It started a year ago. When I keep the computer plugged in and work, randomly it crashes with a bluescreen. The only guranteed way of making to run is to remove the power cord. 

Even when with no power cord, it crashes the first time on boot. I  have worked with multiple Microsoft tech support guys and the conclusion is that there is some hardware issue. However the UEFI diagnostic tests don't show any problems.

APpreciate any help.

Shishir

[Nal_NR]

Hi @JamesCMaxwell,

Welcome to the HP Support Community. 

I'd be glad to help you! 

I'm sorry to hear about the ongoing issues with your laptop—it sounds incredibly frustrating to deal with crashes, especially when you’re just trying to get your work done. Let's dig deeper and try to resolve this.

• Have you noticed if the crashes happen during specific tasks or under certain conditions, like high CPU or GPU usage?
• Are you using the original HP power adapter, or is it a third-party charger? Sometimes, incompatible or faulty adapters can cause problems.
• Have you checked the Event Viewer in Windows for error messages or crash codes after a bluescreen event? This might provide clues.

Let's try these steps 

Update or Roll Back Drivers:

• Check for updates for critical drivers, especially the GPU, chipset, and power management drivers, using the HP Support Assistant or directly from HP's website.
• If the issue started after a driver update, try rolling back to an earlier version.

Check Power Settings:

• Open Control Panel > Power Options > Change Plan Settings > Change Advanced Power Settings.
• Adjust the settings under Processor Power Management and set Maximum Processor State to 95% for both Plugged In and Battery. This can reduce power draw and prevent instability.

Test with Another Power Adapter:
If possible, try using a different compatible HP power adapter to rule out issues with the charger. A faulty adapter could be causing voltage irregularities.

Check Thermal Management:

• Use a temperature monitoring tool (like HWMonitor) to check if the laptop overheats when plugged in.
• Ensure the laptop vents are clean and consider using a cooling pad.

Reinstall the Battery and Run Battery Test:

• Power off the laptop, disconnect it from the adapter, and remove the battery (if removable). Hold the power button for 15 seconds. Reinsert the battery and reconnect the adapter.
• Run the HP Battery Check tool from the UEFI diagnostics menu to ensure the battery isn’t causing the problem.
• Or click here to learn more information on how to run the test on the battery. 

If these steps don’t resolve the crashes, it may indeed point to a deeper hardware issue, potentially with the motherboard or power delivery system.

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”.

[JamesCMaxwell]

Appreciate your reply. It has something to do with battery i think. All parts are original. When the charging driver triggers something happens I think. That is how I figured out that if I run it with out the power cord plugged in it works. But if the cord is plugged in, it crashes unpredictable after hours of working. No particular reason, there could be no activity happening or I am not doing anything.

UEFI diagnostics doesnt say anything. Battery is not easy to remove. But off and on with a reboot I get a warning that the battery is not HP authentic, when it indeed is the original battery.

My MO is the charge it while off then remove the power and work. That too fails the first time,off and on, but then never fails. I have a bunch of crash dumps but they are generic and Microsoft has not been able to figure out.

[Nal_NR]

Hi @JamesCMaxwell ,

We apologize for the inconvenience. The issue seems to persist even after attempting the troubleshooting steps mentioned above.

This might require one-on-one interaction via remote assistance to fix the issue over the phone. 

I've sent you a private message with further instructions. In order to access your private messages, click the private message icon on the upper right corner of your HP Support Community profile, next to your profile Name or simply click on this link.

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution button, that'll help us and others see that we've got the answers!