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02-28-2022 08:14 AM
My HP ZBook has developed a issue- it shuts down randomly- to be precise it just turns itself off. Battery is not defective as I tried removing the battery and using the laptop while connected to the mains but the random shutdown persists.
I have been trying to get in touch with the technical support and just cannot progress on the online portal thing - I enter the serial number and nothing happens. I know for sure that the machine is still under warranty..
Has anyone else experienced a) problem similar to the one I mentioned above b) problem contacting the technical support?
I will be grateful for any pointers.
03-01-2022 02:05 PM - edited 03-01-2022 02:08 PM
I work for a University in the UK and we purchase a lot of the HP Zbook Firefly 15 G7.
I've had a few of the Zbooks which either freeze or shut down randomly.
I've updated to the latest version of the UEFI diagnostics software from the HP driver downloads website and then run a full diagnostics scan in bios but it never finds any issues. I then contact HP Technical support by phone and they've always suggested performing a factory reset and updating the bios to the latest version and updating the HP drivers via the HP Support Assistant program. This doesn't seem to resolve the issue so then HP send an engineer to campus to replace the motherboard, that normally resolves the issues for the freezing / closing down issues that i've come across for our Zbook Fireflies.
If you've encrypted the hard drive of your laptop using Microsoft Bit locker encryption, don't forget to take a copy of your recovery key before the motherboard is replaced.
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