HP ENVY Troubleshooting issues: Auto-Shutdown

[TETRAVUS]

Good afternoon folks!

My neighbor recently started Summer cleaning and they stumbled upon a "graveyard" of electronics that they never use. I offered to take a look at one of their HP notebooks (HP ENVY M6), which was purchased as a bundle at Bestbuy, along with a printer/scanner/fax combo. For background information, my neighbor is retired, uses her computer mainly for e-mails, Youtube/Netflix and Candy Crush.

Their initial reason for dumping it was that it ran like mud and had incredible slow start-ups. I just assumed it was either bloated with malware and/or it needed a fresh Windows re-install.

When I started to work on it, I did notice it would go into hibernation mode every few minutes (which I didn't know was known issue). It would eventually subside and operated normally. I started to clean out all the bloated software, misc games like Candy Crush, and a handful of other random software. Here are a few things I've done to it so far, while it was still lagging:

• I ran HP's diagnostics and nothing turned up (HD was apparently ok).
• I followed up with a simple "chkdsk" in the command prompt, ok.
• Cleared up start-up apps, uninstalled more old Printer software through the Control Panel.
• Restarted the system, did a version update with Windows.
• The system would randomly go into hibernation mode during this time period, interrupting the download/install.
• Checked Task Manager ever other step, looking for malware or other issues slowing down the system.
• Task Manager did indicate high disk writes (90%+) during start-up, after exiting hibernation mode.
• Googled potential solution, found that I could disable hibernation mode.
• Went through command prompt, entered in powercfg.exe /hibernate off

This created a brand new unexpected problem. The system would power on, go through HP load up screen (the window time to press F8 or other keys to go into bios), load into Windows 10, go pass the user login, and as things started to load up (task bar icons), the system would close out into the "Shut Down" screen and turn itself off. So instead of going into Hibernation, the system goes directly into Shut Down.

In the process, I discovered that the battery would not hold a charge. Which is strange since it did not come up during the HP diagnostic software.

I went back to troubleshooting topics online again. I'm being told that some HP laptops would self hibernate/shutdown if a high temperature triggers. Seeing how the laptop is roughly 8 years old and probably needs new thermal paste/cleaning, I tried to unscrew the bottom and remove the chalice, but I don't want to accidentally break the fragile parts. I tried to look online for videos, but almost every single one had their bottom chalice removed ahead of time... which makes gauging the amount of force needed or direction to pull, impossible without proper guidance.

So now, I'm stuck with a laptop that shuts itself off on it's own; either because it's too hot or some other reasons I don't know about. I can't figure out a way to pry the chalice open to clean/reapply thermal paste without a proper guide.

If anyone has any ideas, solutions, please let me know. I don't know if reformatting and fresh installing Windows 10 is possible on HP, since I'm more familiar with Dells, old Gateways and Macs.

[Raj_05]

Hi @TETRAVUS,

Welcome to HP Support Community.  

Thank you for posting your query, I will be glad to help you.

If your HP ENVY laptop is experiencing auto-shutdown issues, there could be several potential causes. Here are some troubleshooting steps you can try to resolve the problem.

• Check power settings: Make sure your power settings are configured correctly. Open the Control Panel, navigate to Power Options, and ensure that the settings are appropriate for your usage. Disable any power-saving options that might be causing the automatic shutdown.
• Overheating: Overheating can trigger automatic shutdown to protect the laptop's components. Ensure that the laptop's vents are clear and not blocked by dust or debris. Use compressed air to clean the vents if necessary. Additionally, consider using a laptop cooling pad to improve airflow.
• Power adapter and battery: Faulty power adapters or batteries can cause unexpected shutdowns. Check the power adapter for any signs of damage and try using a different adapter if possible. If you're using a removable battery, remove it and try running the laptop on AC power only to see if the issue persists.
• Software conflicts: Certain software or drivers may conflict with your laptop's system, leading to unexpected shutdowns. Update your operating system and drivers to their latest versions. Additionally, uninstall any recently installed programs or drivers that might be causing conflicts.
• Malware and viruses: Scan your laptop for malware and viruses using reliable antivirus software. Malicious programs can cause system instability and unexpected shutdowns. Ensure that your antivirus software is up to date and perform a full system scan.
• BIOS update: Outdated BIOS (Basic Input/Output System) firmware can cause various issues, including unexpected shutdowns. Visit the HP support website, enter your laptop's model number, and check if there are any BIOS updates available. If an update is available, follow the instructions provided to install it.
• Hardware issues: If none of the above steps resolve the issue, there might be a hardware problem with your laptop.

I hope this helps. 
 

Take care and have a good day.

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Alden4
HP Support