Doesn't always turn off

[JohnR65]

So far I've turned off the desktop pc from my keyboard twice in the last month and whilst the monitor stops the desktop remains on. I have to unplug it to turn it off?

[Kuroi_Kenshi]

Hi @JohnR65,

Welcome to the HP Support Community! 

Thanks for reaching out about your query regarding your PC!

We're thrilled to have the opportunity to assist you and provide a solution.

Try these steps:

Power Settings Adjustment:

• Go to "Settings" > "System" > "Power & sleep".
• Click on "Additional power settings".
• Choose what the power buttons do and ensure that the "Turn off the display" option matches your intended action.

Update Drivers:

• Ensure all drivers, especially those related to power management and the chipset, are updated. Visit the HP Support Page and download the latest drivers for your PC model.

BIOS Update:

• Check if there is a BIOS update available for your desktop. BIOS updates can address various hardware compatibility issues.

Check for Windows Updates:

• Ensure that your Windows 11 is up-to-date. Go to "Settings" > "Update & Security" > "Windows Update" and check for any pending updates.

Keyboard Configuration:

• Verify if there are any specific keyboard configurations or software that might be controlling power settings. Some gaming keyboards have additional functions that can be configured in their proprietary software.

Power Supply Unit (PSU) Check:

• Ensure the PSU is functioning correctly. If the PSU is faulty, it might cause issues with powering off the system properly.

Shutdown Command:

• Try using the shutdown command via Command Prompt as an alternative: Open Command Prompt and type shutdown /s /f /t 0 to force shutdown the PC.

Check for Background Processes:

• Sometimes background processes or applications might prevent the system from shutting down completely. Use "Task Manager" to identify and end any non-essential tasks before shutdown.

I hope this helps.

I'm glad I could help! 😊 If this resolved your issue, please mark it as "Accepted Solution" and click "Yes" on "Was this reply helpful?" Your feedback not only keeps us going but also helps others find the solution faster! 👍✨

Take care and have an amazing day ahead! 🚀

Best regards,

[JohnR65]

Followed to some extent Kuroi_Kenshi's instructions but being an oldie technophobe, some of it is difficult to find. Where do I find the PSU settings, my pc doesn't recognise it in the search? I tried to download the HP SupportSolutionsFramework but it didn't work-error occurred during installation:-3?

It may be that the power shut down settings may have caused the pc not to turn off instantly, so I've amended them but seems odd that it powers off normally most of the time?

[JohnR65]

Still doesn't turn off I have to turn it off at the socket or unplug it? Twice it has happened today!!

[Kuroi_Kenshi]

Hi @JohnR65,

Thank you so much for your update, and I really appreciate your patience with this ongoing issue.

It sounds frustrating that your PC still refuses to shut down properly at times, especially having to unplug it manually. You're doing a great job trying the steps, and I completely understand it can get tricky with some of the technical bits.

Let’s take this one step at a time. I’ll guide you through it as simply as possible, and we’ll work together to sort this out. 😊

Here’s what we can do next:

About the PSU (Power Supply Unit):
There are no settings for the PSU that can be adjusted in Windows, so you're not missing anything there. But we do want to rule out if it's the cause of the issue.

Could you please answer a couple of quick questions to help us diagnose better?

When you press the shutdown button, does the screen go off, but the fans or lights stay on?

Is there any blinking light or unusual sound when it's supposed to shut down?

HP Support Assistant (Alternative Download):
Since the HP SupportSolutionsFramework failed to install, I’d recommend trying the HP Support Assistant instead.
Here’s the direct link:
🔗 https://support.hp.com/us-en/help/hp-support-assistant
Download and install it, then run a full diagnostic check — especially on the power and thermal sections.

If it still doesn't shut down normally after this, I’ll walk you through a clean boot or check for any Windows shutdown blocker apps that may be running in the background.

Thanks again for sticking with us through this, and don’t worry, I’ll be right here to help you sort it all out.

I hope this helps.

I'm glad I could help! 😊 If this resolved your issue, please mark it as "Accepted Solution" and click "Yes" on "Was this reply helpful?" Your feedback not only keeps us going but also helps others find the solution faster! 👍✨

Take care and have an amazing day ahead! 🚀

Best regards,

[JohnR65]

Hi the HP Support Assistant downloaded and then said: a newer version of HPSA is installed. Set up will now close.

So this left me with no way to check the power and thermal systems as I couldn't find them on my current HP Sup Ass.?

When I turn the pc off from my kb, the monitor goes off then the keyboard but not the pc tower which shows the white diamond, I can't see any lights as it's a black machine, the glass side panel has lights but I can't see them as they on the opposite side to where I sit.

This pc was the most expensive I've ever bought and surely shouldn't have any faults after a mere 2 months operation?

[JohnR65]

Any news?

[JohnR65]

Still no news, I guess I'll have to take it back to the retailers for repair or refund,

[Kuroi_Kenshi]

Hi @JohnR65,

We understand how important it is to have your device functioning properly, and we're here to assist you.​

To ensure your device receives the appropriate care, we recommend visiting an authorized HP service center. Our certified technicians can provide a thorough diagnosis and offer the best solutions to address the issue.​

You can locate the nearest HP service center using our Service Center Locator:​

🔗 HP Service Center Locator

If you need further assistance or have any questions, please don't hesitate to contact us.​

Best Regards,