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traceableDave
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Message 1 of 3
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unexpected shutdown, unable to power on or charge without removing battery.

HP Recommended
HP Envy 360
Microsoft Windows 10 (64-bit)

I have a situation with my HP Envy where the computer will crash (shutdown) as if the battery has drained completely. Then when I plug in the power adapter, it does not charge the computer. The only way that I can get it to charge, is to open the computer, and remove the battery then reinstall it. The errors in the dump files ALL state the same thing: 

 

C:\WINDOWS\Minidump\031521-11859-01.dmp This was probably caused by the following module: ntoskrnl.exe (nt+0x3F5C50) Bugcheck code: 0x9F (0x5, 0xFFFFBF8B9283F030, 0xFFFFBF8B92981050, 0x0) Error: DRIVER_POWER_STATE_FAILURE file path: C:\WINDOWS\system32\ntoskrnl.exe product: Microsoft® Windows® Operating System company: Microsoft Corporation description: NT Kernel & System

 

I have updated the OS, and Drivers. I ran SFC and DISM. I have also updated the BIOS. I have also run Windows Update Cleanup.  I would like to provide my DMP files to be analyzed, and hopefully, stop this problem from occurring again in the future. 

Thanks for your help!

2 REPLIES 2
praveenbv
HP Support Agent
HP Support Agent
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Message 2 of 3
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HP Recommended

Hi @traceableDave,

 

Welcome to the HP Support Community.  

 

As this is a hardware issue, I'd suggest you Contact HP in your region regarding the service options for your computer. 

 

If you are having trouble navigating through the above options, it's most likely because the device is out of warranty. If yes? please send me a private message with the region you are contacting us from. Check next to your profile Name, you should see a little blue envelope, please click on it.   

 

Have a great day!  

 

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution. 

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping! 

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traceableDave
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Thank you @

 

 

 

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