The screen of the laptop goes grey and suddenly restart

[melvyn98]

I just purchased this laptop a few days ago. I encounter this problem on my laptop. This problem usually occurs during watching youtube clip. This problem happened a few times and it is quite concerning. As I am halfway watching youtube video, the screen suddenly becomes grey and later the whole system just restart by itself. 

I need some advice about this problem. 

Thanks in advance.

[Jeet_singh]

@melvyn98,

Welcome to the HP Forums 🙂 I would like to take a moment and thank you for using this forum, it is a great place to find answers. For you to have the best experience on the HP forum, you could also visit our HP Forums Guide for First Time Here? Learn How to Post and More.  I see from your post that you are having issues while watching videos online on your HP notebook. Don't worry we'll work together to help you find a solution.

To provide you with an accurate solution. I'll need a few more details:

Have you recently made any software or hardware changes on the PC before the issue started?

Did it happen after a recent windows update?

What browser are you trying to play youtube from? Have you tried from a different browser. Did you try to reset the browser

did you try to update the Bios?

In the meantime, let's try these steps here: 

Perform a Hard reset on the notebook: 

Many startup errors and other problems can be resolved by decreasing the amount of power stored in hardware components. Decreasing stored power is sometimes referred to as a "Hard Reset". Use the following steps to perform a hard reset on a computer:

1. If Windows is open, click Start and then Shutdown.

If Windows is not open and the computer has power, press and hold the power button on the computer until the computer shuts off.

2. With the power off, disconnect the power cord from the back of the computer.

3. With the power off and the power cord disconnected, press the power button on the computer for 5 seconds. The power light indicator on or near the power button might turn on briefly but then go out.

4. Reconnect the power cord and turn on the power.

Next thing, I would suggest here is to Run Windows Updates troubleshooter -

Download and install the troubleshooter from this link.

Now try to perform a Windows update:

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.

If the issue persists, I would suggest here is to uninstall the display drivers from device manager:

Display drivers:

Use shortcut keys Win + X on Windows 10

Select Device Manager.

Expand the entry. Right-click the problematic device and select Uninstall device.

You may need to check the option Delete the driver software for this device, and then click the Uninstall button.

Now restart the computer and then update the Bios, and graphics card drivers from our HP support website, using this link.

If the issue persists, I would suggest here is to uninstall the HP Support Assistant from the control panel and then reinstall the latest version.

Download and install HP support assistant on your PC. It should automatically download and install the latest updates and drivers for your PC.

Refer this link to know how to use HP support assistant.

I would suggest here is to follow the steps suggested in the support document for - HP Notebook PCs - Green Screen and Other Video Playback Issues (Windows 10)

Could you please respond to this post with the details and with the results of the troubleshooting as this will help me in further assisting you.

Eagerly waiting for your response!

that said, If the information I've provided was helpful, 

give us some reinforcement by clicking the solution and kudos buttons, 

that'll help us and others see that we've got the answers!

Good Luck.

[melvyn98]

@Jeet_Singh

First of all, thank you for the solution and advice that you provide for me.  Yesterday I made a call to the HP services department to fix this problem. I listed the problem to the HP technician and she helped me installed a couple of drivers and upgrade the BIOS. I think the problem occurred after I update the Window 10 Version 1803 for x64-based Systems (KB4483234) (I also not quite sure). But now after the technician installed the drivers into my laptop, I didn't face any grey screen and sudden restart in my laptop. (Permanently). So, thanks again for the solution and if i still faces any related problem, i will try your solution and see it will fix my laptop or not. 

[Jeet_singh]

@melvyn98,

I'm glad you got this issue sorted out.

Do visit our HP Forums and drop us a message anytime you need help.

Thank you 😀