new HPx COMPUTER SHUTS OFF SYING YOUR COMPUTER HAS A PROBLEM NEED TO RESTART SHUTS DOWN THEN HAS TO

[pamjam99]

Computer screen says your device has a problem need to restart.Computer screen says your device has a problem need to restart.

[Hawks_Eye]

Hi @pamjam99 

Welcome to the HP Support Community! We're here to help you get back up and running.

I understand the concern. Since the HP computer is displaying a "Your device has run into a problem and needs to restart" message and then shuts down, the issue may be related to Windows startup files, drivers, hardware diagnostics, or system stability. Based on the information provided, please try the following troubleshooting steps:

1. Disconnect External Devices

Remove all non-essential devices connected to the computer, including:

• USB drives
• Printers
• External monitors
• Docking stations
• Memory cards

Restart the computer and check if the issue continues.

2. Perform a Hard Reset

1. Turn off the computer.
2. Disconnect the AC adapter.
3. If the battery is removable, remove it.
4. Press and hold the Power button for 15 seconds.
5. Reconnect the battery and AC adapter.
6. Turn on the computer.

3. Start Windows Startup Repair

If the system repeatedly restarts:

1. Power on the PC.
2. When the HP logo appears, hold the Power button to turn it off.
3. Repeat this process three times.
4. Windows should open the Automatic Repair screen.
5. Select Advanced Options > Troubleshoot > Startup Repair.
6. Allow Windows to complete the repair.

4. Check for Windows Updates

If Windows loads successfully:

1. Select Start > Settings > Windows Update.
2. Install all available updates.
3. Restart the computer.

5. Run HP Hardware Diagnostics

1. Turn off the computer.
2. Turn it on and immediately tap F2 repeatedly.
3. Open HP PC Hardware Diagnostics UEFI.
4. Run:
   • System Tests
   • Memory Test
   • Storage Test
5. Note any failure ID if a test does not pass.

6. Check System Restore

If the issue started recently:

1. Enter Advanced Options.
2. Select Troubleshoot > Advanced Options > System Restore.
3. Choose a restore point created before the issue began.

7. Update BIOS

If Windows starts successfully:

1. Open the HP Support website for your specific HP model.
2. Download and install the latest BIOS version available for the computer.
3. Restart after the update completes.

8. Test Safe Mode

1. Open Advanced Options.
2. Select Startup Settings > Restart.
3. Press 4 for Safe Mode.
4. If the computer operates normally in Safe Mode, a driver or software component may be affecting startup.

9. Reset Windows (Keep My Files)

If repairs do not resolve the issue:

1. Open Advanced Options.
2. Select Troubleshoot > Reset this PC.
3. Choose Keep my files.

For more precise troubleshooting, please share the HP computer model and, if available, any error code shown on the blue error screen (for example, a stop code such as "CRITICAL_PROCESS_DIED" or "MEMORY_MANAGEMENT"). This will help identify the most appropriate resolution.

Take care, and have an amazing day!

Regards, 

Hawks_Eye