Problem with my Envy 14. URGENT help needed.

Lately, my Envy 14 kept turning off by itself, though I'm not sure what might have caused it. I'm really worried because before the Envy, I had a Dell XPS laptop that had heating problems. It would overheat and turn off by itself every time I tried to play demanding games or do demanding tasks. Eventually, it died out from overheating. I do not want this to happen to my Envy 14 since I had it for less than a year and would like to keep it for another 5 (my Dell lasted 3 years).

This issue started about few months ago. I would be downloading videos or just leaving my computer idle for few minutes and the laptop would turn off itself and reboot. The computer would then say that the "Windows has recovered from an unexpected shutdown." I also checked my computer to see how hot it was; it was pretty warm, but I don't think it was hot enough to shut down the computer. So, I just assumed there's something wrong with Windows.

This only happened occasionally, but after awhile, before the computer would turn itself off, a blue screen would come up with the title BAD_POOL_CALLER or SYSTEM_SERVICE_EXCEPTION (some might call it the "blue screen of death"). I've asked around and people said that this happens when I install a new hardware, but I did not touch any of my Envy's hardware since I ordered it last year. I just assumed the Windows was the problem and planned to reinstall everything later when I had the time.

However, just yesterday, my laptop turned off by itself again and when it tried to reboot, only a black screen came up and nothing else happened. I kept turning it off and on for quite awhile until it rebooted correctly. When I checked my laptop, it was extremely hot. I THINK the laptop rebooted correctly after it had enough time to cool down a bit. Because of this, I'm starting to think that the heat is the cause of this problem, even though I don't remember reading anything about Envy 14 having overheating problems in all of the reviews I read.

I'm not quite sure what to do with my laptop. Should I try to return it to HP for repair? Would they repair it for free or even offer a refund? I got everything stock when I ordered the Envy 14. So I don't think I have any extended/special coverage or warranty for my laptop, but I did have my laptop for less than a year.

Sorry for writing so much, but I would really appreciate any inputs or help regarding this issue. Thank you for your time.

 

Try minimized image recovery after you back up your data. It bascially cleans ur pc clean

 

If your PC overheated, you will get a BIOS startup warning saying that your computer shut down due to heat.

Because you've already tried reinstalling, I'd suggest sending it in.

 

Try running a different hard drive in there and maybe reflash the BIOS before you send it back.

 

If you're not too computer savvy, just send it in to HP. If you know much about computers, feel free to try cleaning out the fans before you send it in, or following some of the advice above. Basically, as long as it's on warranty, behavior like this should be covered by HP.

 

Dang, it's stories like this that makes me wonder whether I should buy a Mac (since there aren't BSOD and they have good repair policies).

 

I would recommend sending the unit in for service while its still under warranty. If you need any assistance regarding the repair please email me your product and contact information at [email protected]. Please include in the subject line Attn: Veronica-NBR

"The views expressed in my contributions are my own and do not necessarily reflect the views and strategy of HP"

 

Mac's have their share of kernel panics (ie. BSOD). Maybe not as often but then again, I've seen software that can take a mac down more than a dozen times a day.

They do have better repair availability with apple stores being all over the place.

 

Macs are pretty solid machines, but they have their own issues and are by no means immune to similar circumstances. They do have superb turn around time for repair especially if you take it to a store, as Cam121 pointed out.

I wouldn't be too worried....forums are the place to go to hear how a laptop has been acting up. I would wager people who are happy with their lappy are not as likely to post in these boards as someone who is having issues.

 

As for the original question, since the laptop is over a year old, it's got to be a pre-SB edition. The person didn't say if he had an i5 or an i7 and we all know the i7 can generate a LOT of heat in the pre-SB models. Since he went over a year before any major problems, I'd say either his vents are gunked up and ventilation is hampered or the thermal paste needs replacement.

However, the more often the pc suffers from a heat shutdown, the more likely permanent damage can be done, so sending in for repair is the easiest solution if he doesn't feel comfortable opening up the laptop.

Otherwise, try blowing out the vents with canned air and get yourself a laptop cooler pad. Recover the OS if need be and see if the problems diminish. Make sure nothing is covering the vents and avoid placing a running laptop like this on a bedspread or carpet that can muffle the vents.