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09-05-2020 09:40 AM
Product: model 24-g020 all in one
Operating System: Microsoft Windows 10 (64-bit)
this belongs to my aunt and she had an error that showed up "thermal shutdown" and the system tried a repair for a while. It kept going on and off she told me. I got it to my house and it powers up ( I hear fan) but nothing else. I tried F1-, F2, escape with not response. I have removed the case and the MB looks clean. I can remove the small heat sink and re-apply thermal compound but wonder if I can check anything else?
3 REPLIES 3
09-07-2020 04:01 PM
@geno368 Welcome to HP Community!
I understand that you are not getting the display and no boot caused by the thermal shutdown.
Please perform the below steps and check.
1) Shutdown the computer.
2) Unplug all the Adapter and peripherals connected.
3) Remove the Battery. ( not for Built-in Battery computer )
4) Press and hold down the power button for 15 to 20 seconds.
5) Plug-in the Adapter and put the Battery back into the computer if it's a (removable battery)
6) Try to turn on the computer and check, If the issue persists continue next step
Set BIOS default and restart:
- Restart your notebook.
- During startup, press F10 repeatedly until the BIOS menu is displayed.
- Once the BIOS menu is displayed, press F9 to restore factory defaults.
- Select Yes to confirm.
- Press F10 to save changes and exit.
- Select Yes to confirm.
- The computer restarts using the default settings.
Please try to connect the external display and check.
Keep us posted,
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09-08-2020 07:58 AM
Thanks for the reply.
I tried the first suggestion already with same result. No display at all so I cannot go into bios or diagnostics. I dissembled the system and there is not any compound on the miniature heatsink. No wonder it runs hot...
I then removed the hard drive and it was completely empty...The whole system is trashed I guess. I also hooked it up to an hdmi monitor to test video...still nothing...all you get is fan running
09-08-2020 11:36 AM
I understand your concerns.
In that case, I would suggets you contact our phone support and check for the support option. They will help you.
Or you can contact a local service center for repair.
Here is how you can get in touch with phone support.
1)Click on this link - www.hp.com/contacthp/
2)Select the product type.
3)Enter the serial number of your device or select let HP detect your product option.
4)Select the country from the drop-down.
5)You should see the HP phone support number or Chat option listed.
We are experiencing longer than expected wait times to reach an agent due to the CoViD-19 impact and there might have been issues in you getting the expected resolution on the issue.
Have a nice day!!
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