HP Envy desktop shuts off overnight and will not power on via switch until unplugged and plugged in

[MissSylvie]

There are entries on this issue from 2019! WHY has HP never resolved this in almost 5 years?? I'm having the SAME issue with my HP Envy desktop 2023. I have tried EVERY power-based solution and there is no resolution. It turns itself off overnight (long period of inactivity) as if Windows were initiating the shutdown. But then the ONLY way to get the power switch to function is to unplug the unit fully, and plug it back in. HP had NO solution. I see someone else RMA'd the motherboard which I guess is the final solution IF I want to be without my PC for the length of time to repair. This seems to me to be a long-term design flaw on the HP hardware side. I do not believe it's a short in a USB port.

[Alden4]

Hi @MissSylvie,

Welcome to the HP support community.

Please help us with your HP unit serial number or the product number on a private message for further assistance.

Here is the link to find the product number:- Click here

In order to access your private messages, click the private message icon on the upper right corner of your HP Support Community profile, next to your profile Name.

Alden4

HP Support 

[MissSylvie]

Alden,

I only came to this forum after over an hour of troubleshooting with tech support on the phone (which led to no solution other than an offer to replace the unit under warranty which is NOT what I want), and a further call with his manager, then multiple phone calls with the escalation department. Supposedly I will be contacted once she discusses my "Warranty," which expired in the days since beginning this process. But it WAS reported UNDER warranty, so IF I must return the unit I will not pay for this, as I've notified them already. FURTHERMORE, every indication to me is that this is a very strange motherboard/CMOS issue that begins by the unit being put into sleep by Windows (no matter WHAT the Power Profile says), which somehow disables the power switch. What no one has addressed is the COMMON point that everyone who unplugs the unit and plugs it back in states the unit then boots up properly. In my opinion, with MANY years of I.T. behind me, that indicates that some "setting" is being cleared when there is ZERO power in the unit from the wall. Then the switch is enabled again. I'm not an engineer, but the issue is an OLD one per the other complaints. it is NOT my isolated situation obviously, and if it is indeed some USB or other "short" issue, it would NOT be only happening overnight when nothing is running. The unit never shuts off while I'm active on it. I'm extremely upset HP never addressed this, and sending my unit in under warranty is the worst case scenario. I created a "custom" Power Profile (same settings, everything to NEVER) and it hasn't happened in 3 nights, but it's intermittent and has gone longer than that in the past between shutdowns. I understand that would be inconsistent with a Windows setting that would happen every set time period of inactivity, but from the HP end there has been no better explanation for this behavior. Using Windows to shut down normally every night, and restart every morning, is also NOT what I want. But it always starts normally and I wouldn't have to remove the power cord to start my unit. After many years of HP PC's and printers, both in the industry and personally owned, my next PC will NOT be an HP.

[Alden4]

Hi @MissSylvie,

Thank you for your response, 

I'm sending a private message to assist you with the next action.

Please check your Private message icon on the upper right corner of your HP Community profile Next, to your profile Name, you should see a little blue envelope, please click on it or simply click on this link.

I hope this helps! Keep me posted.

Alden4

HP Support 

[BIDAGOWAY]

i am having the same issue.  The desktop shuts down at random times.  Only way to restart is to unplug and wait a minute or so, and then plug back in.  The desktop starts up, with no issues.  I get no error messages prior to shutdown or after startup. 

HELP!!!!

I called you tech service and they will not talk to me because the warranty expired last month and they want money to even speak to me.  Totally UNSATISFACTORY!!!!!.  I am a disabled retired veteran on a fixed income.  I can't afford a monthly service fee just to get the computer I purchased running properly.  

Has anyone found a solution?  Or can someone provide a recommendation for a computer that will actually work?

[MissSylvie]

Nope. NO resolution from HP. They wanted me to send the unit in, which I did not do because I'd have to have stripped off all my files, and I had ZERO confidence in their ability to rectify the situation with whatever they'd do (new motherboard?). As it's an intermittent problem, it's impossible to really troubleshoot, but I would surmise that since removing power completely to the unit "resets" the power switch disabled status, it's a CMOS or some board register that is getting permanently set when the unit shuts itself off. I've monitored power via my UPS and there are no fluctuations into the unit which makes it an internal problem and I doubt it's the power supply. Also, since this problem has existed for 4 years, it dates to much different hardware configurations, and obviously, former OS's. HP should have resolved this engineering matter already. As I told them, after all my money, time and my preference for HP over my IT career I will have to consider a different manufacturer when I finally replace this 2023 Envy tower. Sad.

[Digital-Dan]

I am having this problem as well. If it is not causing long term stress on the system, it is not really an operational problem, but having the system suddenly go dark at random every 6 to 40 hours is disquieting at the least. I worry that one time it will not come back. I have found no system log entries to explain. Fans on this system do not appear to run much, but temps are reported as cool. I don't know how to test the fans readily.

Fortunately, when the machine has discharged enough to reboot, my PC speakers begin to hum, so I know when I can restart. HP support was nice, and did update my BIOS -- a reasonable first step; but the service tech I worked with did not seem aware of this issue, and needed a lot of back and forth before they grasped it. Doesn't seem to be front of mind. This is otherwise a remarkably nice machine, so it distresses me.

[MissSylvie]

Dan,

This DEFECT goes back 4 years. That means SEVERAL different configurations and OS's! HP has done NOTHING to resolve this issue, as with the numerous complaints that their laptop users have with the units powering themselves off. I don't believe the two are identical obviously, but there's some engineering problem that has never been addressed. Perhaps it is only a limited number of units, and we were unlucky. Also most people shut their machines down at night, unlike me. And there's also the fact that most people won't waste their time on all this and will deal with it, or take the unit back. It's NOT a fan or heating issue. it's NOT a power fluctuation issue, as I bought a UPS. And if it is some weird power supply flaw, WHY does it do it when there is NO load on the power - when I have my screen off, and everything is idle? As I stated, it's an intermittent problem that leaves no way of troubleshooting. But having to remove power before the power switch will function indicates there is some component or something stored in CMOS that prevents it functioning after this occurs. Like you, I'm pleased with my Envy otherwise, but I will NOT be getting an HP once I retire this box. Time to go back to a Mac methinks.