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Shutting down or 'cuts-off' unexpectedly

HP Recommended
Pavilion gaming 15 - cx0056wm
Microsoft Windows 10 (64-bit)

It happens once in a while and I've noticed it only does that on battery because it has never happened while on power. I've done the diagnostic test and everything seems to be okay with the battery. I've also updated the BIOS and run a test from there as well and no issue was recorded.

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HP Support Agent
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@NelsonXP Welcome to HP Community!

 

I understand that the laptop will shut down automatically.

 

No worries, as I'll be glad to help you, that said, I'll need a few more details to dissect your concern & provide an accurate solution: 

Have you attempted to capture any error message that appear before or after the device restarts?

Did you try updating the BIOS to resolve the issue? (If not, please Click here to find and install it)

 

While you respond to that, here's what you need to do:

 

If Windows suddenly restarts without warning, or restarts when you try to shut it down, it might be caused by one of several issues. Windows could be set to restart automatically when certain system errors occur. A BIOS update can also resolve the issue. Use the information in this document to resolve issues with the computer restarting unexpectedly.

If the computer restarts unexpectedly and then does not start to Windows, see one of the following documents for steps to resolve this issue:

In addition to the steps in this article, updating video card drivers is known to resolve many of the problems that can cause the computer to restart.

Windows restarts for no apparent reason

Follow the steps in this section, in order, until the problem is resolved.

Step 1: Disabling the automatic restart option to view error messages

Many hardware driver or operating system errors will cause the computer to display a specific error message before stopping the operation or shutting down the computer. However, if the Automatically restart option is enabled, an error message might not be displayed despite an error taking place. Disable this option to allow the computer to display the error message.

Follow these steps to disable the Automatically restart option:

  1. In Windows, search for and open View advanced system settings.

  2. Click Settings in the Startup and Recovery section.

    Figure : System Properties window

    System Properties window
  3. Remove the check mark next to Automatically restart under System Failure, then click OK.

    Figure : Automatically restart check box

    Location of the Automatically restart check box
  4. Restart the computer.

       NOTE:

    The computer no longer restarts automatically when a problem occurs. Instead, a blue screen appears with more useful information. You can now search for a resolution using the information in the error.

Step 2: Checking for failed hardware

Hardware problems can cause the computer to restart unexpectedly. For more information about checking for hardware problems, see Testing for Hardware Failures (Windows 10,  for desktop computers, or Testing for Hardware Failures (Windows 10,  for notebook computers.

 

CLICK HERE FOR MORE STEPS AND INSTRUCTIONS.

(By the end of this article all the issues should be resolved)

 

Keep us posted,

If you would like to thank us for our efforts to help you, 


Give us a virtual high-five by clicking the 'Thumbs Up' icon below, followed by clicking on the "Accept as solution" on this post, 


Have a great day!
 

 

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Great thanks for the response. However, i never stated that the system was restarting. I said it is shutting down unexpectedly when on battery, and over the weeks it has been happening more frequently, but it has never happened on power.

 

My BIOS is updated as well as my drivers and no diagnostic result is reporting on a faulty battery, power source or AC Adapter, everything seems to be perfect from the result which in reality is not.

 

Maybe, I'll add that I've also noticed it's shutting down unexpectedly when i run heavy softwares on battery. Maybe there's a solution here? 

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HP Support Agent
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@NelsonXP

 

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.

 

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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