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mikerost
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Computer crashes and won't turn back on unless battery is removed

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HP Pavilion x360 m Convertible (14m-dw0013dx)
Microsoft Windows 10 (64-bit)

Hello. Twice in the last few months this laptop has been in use and suddenly turned off. User tried holding down power button for 5-20 second (manual says only 5 seconds needed) to force a hard restart. No luck. User tried plugging in, saw light go over the course of an hour from none, to red, to white, but no luck getting it to turn on. Continually kept on trying holding down power button to force a hard reset. Tried the next day, no luck.Tried turning on in different states (unplugged, plugged, lid up, lid down, unplugged for an hour, etc).

 

I came over yesterday and opened the case and disconnected the battery from the main board. I plugged in AC adapter without battery. Pressed power button and it immediately turned on without a hitch. I turned off device and plugged battery back in. Immediately turned on again when I pressed power button. Battery showed as 100% charged and no issues just running off of battery.

 

The first time happen within a week of purchase in July, the second time yesterday.

 

Any ideas? It seems like I am forcing a hard reset by disconnecting the battery, and this is not happening when I hold down the power button. Is there a way to get a hard reset without having to remove screws and wear out the adhesive on the rubber grips on the bottom of the device each time this needs to happen?

 

Is this something I should pursue warranty service?

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Dragon-Fur
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@mikerost 

 

If you nave not done so,

Test the hardware for both the battery and the AC adapter.

 

Run Component Tests – How to

 

TKB Article contributed by HP Wes_notebooks 

Clear and easy to understand "how-to" instructions for completing component testing

Testing for Hardware Failures

 

Excellent information here...

TKB Article contributed by HP Expert Erico

What is going on with the battery installed in my computer?

Battery Report and other solutions

Is your notebook plugged in and not charging?

 

What else?

Regardless of all else, if the system hardware is not working as expected,

it might be time to ask for help.

 

Contact HP Support.

 

Warranty includes the battery during the time the computer is in Warranty.

 

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HP Technical Support – Contact Information

 

Submit information / case online

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HP Pavilion x360 Laptop - 14m-dw0013dx 

 

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Dragon-Fur

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