Laptop shuts down during Video Call

[DCliff2]

Any time I make a video call, whether Skype or Messenger, after exactly 30 minutes the audio quits working and the computer shuts down.  The laptop doesn't seem hot, so it's not overheating, and all my sleep and hibernate timers are set to never.  Any ideas?

[Dvortex]

Hello, @DCliff2 – Hope you are well 🙂
 

Thank you for becoming an HP Forum member. It is a fantastic location to get help from the community, get suggestions and find what has worked for others!

I see that your PC is shutting down by itself while using the video call. Is it specific to using the webcam? Have you faced this issue while watching movies or playing games? Please let me know.

While waiting for your reply, I would suggest you perform a clean boot to check if a third-party program or service running on your computer is causing the problem.

Follow the steps here: How to perform a clean boot in Windows - Microsoft Support

If the issue is happening even while playing games or while running other high-end programs, then it could be a problem with the Pc not getting proper ventilation. Make sure the fan is not clogged and try to use a vacuum cleaner to clean the air vents / fan inside the laptop.

Let me know if that helps!

Cheers 🙂
 

Please click "Accepted as Solution" on the post that solves your issue to help others find the solution. To show appreciation for my help, please click the "Thumbs Up Icon" below!

[DCliff2]

This only happens during video chats.  First the sound goes off for both participants, then in a few seconds I get a message that windows has encountered an error and needs to shut down.  

[Dvortex]

Hello, @DCliff2

Let's run a hardware diagnostics to make sure the hardware is functioning correctly:

1. Hold the power button for at least five seconds to turn off the computer.
2. Turn on the computer and immediately press Esc to get the Startup menu. Now press F2 key.
3. The HP PC Hardware Diagnostics (UEFI) main menu is displayed.
4. Select the extensive system test and check.
5. Let me know if the test passes or not.

You can find the detailed steps here: http://hp.care/2wE5bvd  

If the test is passed, then try the steps below:

1) Run the HP Support Assistant to update the drivers.

Download and run the HP SA to update the drivers. you can find the detailed steps here: http://hp.care/2rnXZAu  

2) Uninstall and reinstall the webcam drivers and the Skype / messenger. 

You can find the steps here: http://hp.care/2oUmaJ0  

Let me know how that goes!

Good luck 🙂

Please click "Accepted as Solution" on the post that solves your issue to help others find the solution. To show appreciation for my help, please click the "Thumbs Up Icon" below!

[DCliff2]

I ran the comprehensive test and everything passes.  I also updated the drivers.  However, when I ran the audio test, I received the following error message:

Audio Failure ID 94RG9L-87F8RD-XD7X7F-21FR03

Could that be the problem?  If so, how do I fix it?