System Fast Test Stuck

[Margo1]

Hi.

Ever since I received this HP laptop, it restarts automatically when I am not expecting it to. So I am attempting to find out the cause. It has also been extremely slow since I first received it.

I am currently running a System Fast Test. The Short Drive Self-Test passed; however, the Video Memory Fast Check has been stuck at "Progress10%" for 30 minutes. 

What should I do? I would like to complete this test and if no system component fails, I want to run the Extensive Test.

[MKazi]

@Margo1

Thanks for reaching out to us on HP Forums.

I came across your post and would like to assist. 

I understand that you have an HP Notebook - 15-bw011dx and it restarts automatically. You have initiated a hardware test and the video memory fast check is stuck at "Progress 10%" for 30 minutes.

Does the laptop restart while working on a particular application or randomly?

Does the laptop boot into Windows?

While you respond to that. I recommend you to perform the following steps to isolate the issue and arrive at a fix: 

• If the test does not progress any further then please abort the test by pressing the Esc key. If the laptop does not respond then press and hold the power button to manually power it off.

Now, let us perform a hard reset on the laptop by following the below steps:

• Power off the laptop.
• Remove the battery out. If the battery is integrated and does not have a latch to release it then leave the battery inside the laptop. 
• Disconnected AC adapter from the laptop.
• Press and hold the power button for 15 seconds.
• Reconnect the battery and plug the AC adapter.
• Power ON the laptop.

Once again you may initiate the Video Memory Fast Check and check how it goes. In case it freezes then it could be a hardware issue with it.

Hope this information helps. Let me know the results.

Good luck! 🙂

[Margo1]

Hello and thank you for your response.

"Does the laptop restart while working on a particular application or randomly?"

The laptop restarts randomly no matter what application I am working in.

"Does the laptop boot into Windows?"

It does reboot to Windows 10. I have the automatic restart option disabled so that any error message could be seen on the screen after the laptop restarts. I never get an error message.

I noticed that when I had attempted the Extensive Test the other day the laptop did NOT restart automatically even once. I did not have my laptop connected to the Internet at the time. Unfortunately, I had to abort the Extensive Test because it took over 2 hours just to check one component of the Test!!

I just performed the steps you gave regarding the hard reset. I am currently attempting the System Fast Test. I will let you know if I am able to perform this test or if the same problem occurs.

[Margo1]

Hello.

The System Fast Test continues to freeze. I cannot use this test or the Extensive one to check my components.

I checked the BIOS and it is up to date.

Should I contact HP or is there anything else I can do to check why the laptop restarts automatically?

[MKazi]

@Margo1

Glad to have you back.

The system fast test or the extensive test should not freeze. If they are freezing then please reach out to our HP phone support to explore the available service options:

1) Click on this link - https://hp.care/2moMFSc

2) Click on "Continue as guest".

3) Enter the serial of your device. You can refer to this Link: hp.care/2bygf7l for help in locating your Serial Number.

4) Select the country from the drop-down.

5) Click on "Show Options".

6) Fill the web-form. A case number and phone number will now populate for you.

Let me know how it goes. Good luck! 

[Margo1]

Thank you for your help. I will contact HP.

[MKazi]

@Margo1

You're welcome. 

Hope this works out well.

Good luck and take care.

It is an honor to share this platform with you. 🙂