Does anyone know whats wrong with my laptop? *video included*

[SHINRA-CORP]

So I had issues with my gaming laptop starting in April the screen and keyboard and touchpad would just switch off. But I could continue displaying on my external monitor.

I will have to restart the laptop to get the screen/keyboard/touchpad back on. But within a few minutes it will switch off again.

It first started when playing games then when I stop the game everything would come back on but now everything switches off within minutes even just sitting idle. i noticed it would happen when my CPU hit around 80 degrees celsius so maybe its a CPU issue?

HP have already collected my laptop once and held it for 12 days while waiting for a part. Then they ran some tests before replacing any parts but couldnt see the issue so they sent it back to me as is. Within an hour of getting it back I could see they did nothing. so they collected it again this time replacing the motherboard. All seemed ok for 3 weeks then it started happening again.

I'm trying to demand a replacement/refund as they have already tried to repair it twice but they are refusing anything other than collecting it again. Problem is this laptop is also used to work from home and I'm unable to get another laptop to use while it's away for repairs.

So I'm currently in a back & forth with them while I have an organisation in the UK called citizens advice bureau provide legal assistance. As they are by law allowed 1 attempt to fix the laptop after that I'm allowed to demand a refund. But HP think company policy overrides law.

Heres a video of the laptop: https://youtu.be/lzbn5_xx7nA

[Crazy Tiger]

Could also be a wonky PSU. I do know someone who had similar issues and got it fixed by replacing RAM.

Does seem hardware related.

[Carlos100]

Sleep/hibernation mode?

[Aluvard]

PSU or maybe magnetic switch is faulty (falsely triggered).

Also it may be a problem with built-in battery.

[SHINRA-CORP]

Originally posted by Carlos100:

Sleep/hibernation mode?

its not sleep mode because my laptops power button will pulse while in sleep mode.

[Iceira]

Test stability without the bigscreen, its like it switch to it then why will you need laptop own screen, but somehow it effect touchpad, do mouse still work then it sounds switch to issue same as headphone can do at laptop and laptop own speaker and back again then no headphones is there plugged in.

same as projectors then most do go black at own screen. ( look like this only you know if this is the case ) if all still working at remote display.


also maybe why HP do not get it. ( its like you want clone screen on ( another way to say it )

same go with mouse on then why do you need touchpad at laptop.

[Elucidator]

Originally posted by SHINRA-CORP:

https://youtu.be/lzbn5_xx7nA

That is interesting...

So HP collected the laptop, did some basic tests and didn't find the issue. It probably has to do with heavier load and power drain.

What I noticed is that the keyboard turns off; the entire system seems to crash yet the GPU keeps sending the last output to the external monitor. Because of this, it looks like a system hang. But system hangs fail to shut down or do anything.
So what I am guessing here, is that it actually tried to power down entirely, but this failed. Where did it fail to power down? At the GPU.

This has something to do with the motherboard or an attached circuit switching powermodes while it is put on a heavier strain; in this case with your external monitor attached to it.

Summarized, here's what I think the cause of the issue is:
I think the issue is related to the power driven to the GPU. This could be caused by the GPU's memory overheating.

HP needs to inspect the power channels on the motherboard and the GPU specifically. Perhaps there is a lot of dust in the GPU's fan, idk.

The processor being 80 degrees wouldn't crash it, but its odd it gets this hot. Keep in mind that in a laptop everything is closely connected. I wonder what your GPU's temps are.

[Iceira]

i raise the spot with "But I could continue displaying on my external monitor." this sounds work like intended and you did not know laptop can do such.

you do not need own laptop screen on then bigscreen is there, same goes with use mouse then you dont need touchpad. ( even seen at keyboard at docking station then laptop led is closed. other keyboard. thats how and why things can do this.



many IT company use a little box docking station so all them external device is at that and all you need is plug 1 cable to or should i said from docking station to laptop.

[SHINRA-CORP]

Originally posted by Elucidator:

Originally posted by SHINRA-CORP:

https://youtu.be/lzbn5_xx7nA

That is interesting...

So HP collected the laptop, did some basic tests and didn't find the issue. It probably has to do with heavier load and power drain.

What I noticed is that the keyboard turns off; the entire system seems to crash yet the GPU keeps sending the last output to the external monitor. Because of this, it looks like a system hang. But system hangs fail to shut down or do anything.
So what I am guessing here, is that it actually tried to power down entirely, but this failed. Where did it fail to power down? At the GPU.

This has something to do with the motherboard or an attached circuit switching powermodes while it is put on a heavier strain; in this case with your external monitor attached to it.

Summarized, here's what I think the cause of the issue is:
I think the issue is related to the power driven to the GPU. This could be caused by the GPU's memory overheating.

HP needs to inspect the power channels on the motherboard and the GPU specifically. Perhaps there is a lot of dust in the GPU's fan, idk.

The processor being 80 degrees wouldn't crash it, but its odd it gets this hot. Keep in mind that in a laptop everything is closely connected. I wonder what your GPU's temps are.

right now as I'm playing Elden ring I have the fans on 80% power. CPU is hovering around 79degrees the GPU is hovering around 68degrees.

[smokerob79]

its a HP.....they got the name HORRIBLE PRODUCT for a reason.....this is it......first place i would start is EVENT VIEWER in windows to see if their are errors......just type EVENT in the windows search bar and open event viewer as ADMIN.....