HP Spectre x360 14-eu0xxx - Intermittent Black Screen & App Hang (LiveKernelEvent 141)

[Mark6836]

Dear HP Support Team,

I am experiencing a persistent and recurring issue with my HP Spectre x360 2-in-1 Laptop 14-eu0xxx leading to black screens and application hangs, primarily when playing GGPoker.

System Information:

• Product Model: HP Spectre x360 2-in-1 Laptop 14-eu0xxx
• CPU: Intel Core Ultra 7 155H
• Graphics: Integrated Intel Arc Graphics
• RAM: 32GB
• Operating System: Windows 11 Version 24H2 (OS Build 26100.4061)

Issue Summary: The laptop screen will intermittently turn black for a few seconds. When the display returns, desktop icons are often missing or blank, and the GGPoker application windows become unresponsive, even though game sounds continue. This necessitates a forced application closure via Task Manager or a PC restart.

Detailed Symptoms:

• The issue occurs intermittently (previously every 1-2 weeks with heavy GGPoker use, but it happened again shortly after a clean graphics driver update on June 4, 2025, around 12:36 PM local time).
• It primarily happens while playing GGPoker. I've confirmed GGPoker does not offer any in-app user-configurable graphics settings (like hardware acceleration toggles or quality adjustments).
• The problem has been observed in both tablet mode and laptop mode.
• Event Sequence:
  1. While playing GGPoker, the screen abruptly turns black. The mouse cursor may remain visible.
  2. After a few seconds, the display returns.
  3. Desktop icons are often missing, blank, or the desktop appears to have refreshed.
  4. The GGPoker application's taskbar icons (for multiple tables) are still visible.
  5. GGPoker game sounds continue to play (new, live sounds, not a loop from before the black screen), indicating the game process is still running.
  6. However, clicking on the GGPoker windows in the taskbar does not bring them to the foreground or make them responsive.

Key Diagnostic Information:

• Reliability Monitor: Consistently reports a "Hardware error" coinciding with these events.
  • Problem Event Name: LiveKernelEvent
  • Code: 141
  • An associated watchdog dump file is generated (e.g., WATCHDOG-20250604-1236.dmp - I can provide this if needed).
• Event Viewer (System Log): Shows Win32k events around the time of the crash, indicating display subsystem activity/resets.

Troubleshooting Steps Already Performed:

1. Updated to the latest available Intel Arc graphics driver (Version 32.0.101.6795, dated May 23, 2025) obtained directly from Intel's website.
2. This driver update was performed using Display Driver Uninstaller (DDU) in Safe Mode for a complete clean installation.
3. The "clean installation" option within the Intel driver installer was also selected.
4. The issue reoccurred after this clean driver update.
5. Windows is fully updated to the specified 24H2 build.

Assistance Requested: I am seeking assistance in diagnosing the root cause of this LiveKernelEvent 141 and the associated black screen/application hang issues.

• Are there any known compatibility issues with this hardware configuration, Windows 11 24H2, and Intel Arc graphics, particularly with applications like GGPoker?
• Are there any specific HP-certified drivers, BIOS updates, firmware settings, or other fixes recommended for this model to improve stability with the Intel Arc graphics?
• Could this indicate a potential hardware fault with the integrated GPU or related components?

I am prepared to provide further diagnostic information, including the .dmp file, detailed event logs, or HWiNFO64 sensor logs from sessions where the issue occurs, if you can guide me on how to submit them.

Thank you for your time and assistance.

Sincerely, Mark6836

[Hawks_Eye]

Hi @Mark6836 

Welcome to the HP Support Community!

Thanks for posting your query! We're here to help you get back up and running.

I understand how frustrating it must be to experience intermittent black screens and application hangs on your HP Spectre x360 14-eu0xxx, especially when playing GGPoker. 

Given the LiveKernelEvent 141 error and the fact that the issue persists even after a clean driver installation, it suggests a deeper compatibility or hardware-related problem. 

Troubleshooting Steps:

 

1. Check HP-Certified Drivers & BIOS Updates

• Visit the HP Support page for your Spectre x360 14-eu0xxx.
• Download and install the latest BIOS update and Intel Arc graphics driver recommended by HP.

2. Adjust Intel Arc Graphics Settings

• Open Intel Arc Control Panel → Graphics Settings.
• Disable Hardware Accelerated GPU Scheduling.
• Set Power Management Mode to Maximum Performance.

3. Test with an External Monitor

• Connect your laptop to an external display.
• If the external monitor works fine, the issue may be with the internal display hardware.

4. Roll Back to a Stable Intel Arc Driver

• Some users have reported stability issues with newer Intel Arc drivers.
• Try rolling back to version 31.0.101.5252 or older.

5. Check Windows Event Viewer for Additional Errors

• Open Event Viewer → Windows Logs → System.
• Look for Display-related errors around the time of the crash.

Let me know how it goes, and I’ll be happy to assist further! I appreciate your patience while we work through this.

If my response helped, please mark it as an Accepted Solution! ✅ It helps others and spreads support. 💙 Also, tapping "Yes" on "Was this reply helpful?" makes a big difference! Thanks! 😊

Take care, and have an amazing day!

Regards, 

Hawks_Eye