hp latop sudden turning off

[mvnc]

my hp notebook is turning off suddenly at random times when working with ac adapter plugged in.

working well with battery power only.

I observed the following:

The chraging is normal.

I checked the output voltage of ac adapter. It is also normal (19.5V).

Check hardware status using perfromance monitor. Everything is normal.

Power and sleep settings were set to defaults.

can you please suggest me solution.

[praveen196]

@mvnc Welcome to HP Community!

I understand that laptop will shut down suddenly.

Try updating the computer, this will install the latest updates -

Step 1 Windows Updates -

1) In the search box, type, and open Windows Updates.

2) Check for updates.

3) If the updates are available, click on install and restart the computer.

Step 2 Install updates using HP Support Assistant

1. In the search box, type, and open HP Support Assistant. 
2. Check for updates. 
3. If the updates are available, click on install and restart the computer.  

Note: If you do not have HP Support Assistant installed, Click here to download the same.

Please run the SFC scan. you can refer to this Link: https://support.microsoft.com/en-in/help/4026529/windows-10-using-system-file-checker

Keep us posted,

If you would like to thank us for our efforts to help you, 

Give us a virtual high-five by clicking the 'Thumbs Up' icon below, followed by clicking on the "Accept as solution" on this post, 

Have a great day!

[mvnc]

first of all thanks for your reply.

Unfortunately it didn't work. 

I  updated windows and also updated using hp support assistant.

Every thing was shown as normal.

The sudden turnoff is only with adapter power plugged in. (that too random in nature)

working normally on battery power.

[praveen196]

@mvnc

I understand your concerns.

In that case, I would suggets you perform the system reset.

Windows 10 has a reset feature that repairs your computer by reinstalling the operating system. This feature is recommended for recovery because it reinstalls Windows 10 while either preserving your personal data and customizations or removing all your personal data.

You have a choice of two methods to reset your computer.

• If Windows 10 loads correctly, see the section titled Perform a Windows 10 system reset in Windows in this document.

• If Windows 10 does not start correctly, see the section titled Perform a Windows 10 system reset through Windows Recovery Environment in this document.

Have a nice day!!

[mvnc]

I have re-installed the os.

Still the problem persists.

[praveen196]

@mvnc

In that case, I would suggets you contact our phone support and check for the support option. They will help you.

Here is how you can get in touch with phone support.

1)Click on this link - www.hp.com/contacthp/

2)Select the product type.

3)Enter the serial number of your device or select let HP detect your product option.

4)Select the country from the drop-down.

5)You should see the HP phone support number or Chat option listed.

We are experiencing longer than expected wait times to reach an agent due to the CoViD-19 impact and there might have been issues in you getting the expected resolution on the issue. 

Have a nice day!!

[mvnc · Accepted solution]

Finally solved.

In the event viewer it shows kernel power error (41).

I searched for it in net. I found it as kp41 problem.

It usually occurs with driver problems especially sound drivers.

I uninstalled realtek drivers in device manager (sound drivers). Downloaded once again  from hp website and installed once again.

Finally laptop is working fine now.

[mvnc]

Follow this link for solution

https://www.bleepingcomputer.com/news/security/realtek-fixes-dll-hijacking-flaw-in-hd-audio-driver-f...