HP lappy keeps turning off.

peter_the_piper

Problem with wifes lappy,
Regular message "We have encountered a problem and hp must restart"
this has just started to appear after 10 days use of a new lappy. it occurs whether on Internet Explorer or Firefox.
Tried to find the problem via the HP help button at bottom right corner. A ?with an exclamation mark, click on it and it says, sorry we must close .
Tried to go to the registration page but it closes as soon as it opens.
Win8.1 if that helps.
Recently HP insisted they download updates, including a bios update.
Help- she's tearing her hair out.
Got a ticket booked with HP for tomorrow but would have liked to solve it myself.

Strider590

Is it being used on her lap?

The word "laptop" is just a buzzword to describe a portable computer, when used on a lap or soft surface, they tend to overheat..... Which might be your issue.

Laz123

A couple of things to try if it's a software problem. Type into start search cmd, then type sfc /scannow (not space) and it'll replace any corrupt system files. You can also 'restore to last known good configuration' by tapping one of the 'F' keys on bootup (they are different depending on make.

If it's a hardware problem it could be a heat problem as above, but check in Device Manager for any yellows as a driver may have gone awol.

peter_the_piper

Strider590 wrote: »

Is it being used on her lap?

The word "laptop" is just a buzzword to describe a portable computer, when used on a lap or soft surface, they tend to overheat..... Which might be your issue.

No, but thanks, I was trying to sort it on the table.

peter_the_piper

Laz123 wrote: »

A couple of things to try if it's a software problem. Type into start search cmd, then type sfc /scannow (not space) and it'll replace any corrupt system files. You can also 'restore to last known good configuration' by tapping one of the 'F' keys on bootup (they are different depending on make.

If it's a hardware problem it could be a heat problem as above, but check in Device Manager for any yellows as a driver may have gone awol.

Will give that a go. For some reason, after running Ccleaner, Eusing reg cleaner the problem has partly gone away. It still has an exclamation mark beside the support assistant icon and when clicked says its encountered a problem and must close. At least the restart computer bit has eased.

grumpycrab

peter_the_piper wrote: »

... started to appear after 10 days use of a new lappy. ...
Win8.1 if that helps.

1. save any important data to separate place (precaution)
2. refresh windows8.1
http://windows.microsoft.com/en-GB/windows-8/restore-refresh-reset-pc
(choose "refresh without affecting files")

peter_the_piper

Thanks for all the help, nothing worked, spent hour on phone to hp and it goes back tomorrow. The auto shutdown continued so often nothing the techie said could be completed. Hope they can sort it.

peter_the_piper

If its of interest HP have returned the lappy, they sortes an overheating problem and replac!s the memory. All seems ok after installing the 74 Windows updates. Time will tell if it stays ok.