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HP ENVY X360 - black screen when rebooting or shutting down

HP ENVY X360 - 15-ds0599na
Microsoft Windows 10 (64-bit)

I've recently bought HP ENVY X360 - 15-ds0599na with Ryzen 5 CPU.

I've upgraded the Windows edition to Pro and have ensured I have the latest Windows updates, HP updates and BIOS (F.18).

 

When I reboot the PC the screen goes black for about 2 minutes before I get any response.

This is the same on shutdown. Windows seems to have shut down and the lights on the keyboard goes out however I can still see the power light.

 

Suspect something is causing a delay during POST?

 

Also, is there any official HP support I can contact? Seems odd the only contact for support is via forums.

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HP ENVY X360 - black screen when rebooting or shutting down

@JC881

Thank you for posting on HP Support Community.

 

Don't worry as I'll be glad to help,  I have a few troubleshooting steps we could try to fix the issue:

Firstly, perform Windows Update and HP Support Assistant: ( do not skip any troubleshooting steps if you feel steps are repeating ) 

To check for updates now, select the Start button, and then go to Settings  > Update & security  > Windows Update, and select Check for updates.

Install updates from HP Support Assistant: Go to Download HP Support Assistant to install the tool.

  1. To open the HP Support Assistant, double-click the HP Support Assistant icon https://support.hp.com/doc-images/932/c05040382.jpg.
  2. Click My devices in the top menu, and then click Updates in the My PC or My notebook pane.
  3. Click Check for updates and messages to scan for new updates.
  4. Review the list of updates. Updates with a yellow information icon are recommended. Updates with a blue information icon are optional.
  5. Click the update name for a description, version number, and file size.
  6. Select the box next to any updates you want to install, and then click Download and install.

And also run BIOS Update: Follow steps from the link: https://support.hp.com/in-en/document/c00042629

 

Hope this helps! Keep me posted for further assistance.
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ECHO_LAKE
I am an HP Employee

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HP ENVY X360 - black screen when rebooting or shutting down

As per my initial post I've already tried everything in your suggestion.

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HP ENVY X360 - black screen when rebooting or shutting down

@JC881

Thank you for posting back.

 

Let's run the System Tests which will check the hardware sub-systems to ensure they are functioning properly.

Open the System Tests menu when Windows won't start.

  1. Hold the power button for at least five seconds to turn off the computer.
  2. Turn on the computer and immediately press Esc repeatedly, about once every second. When the menu appears, press the F2 key.
  3. On the main menu, click System Tests.

The System Tests menu displays.

System Tests menu

The steps in this section describe how to run the tests to check for hardware failures and view the test logs.

Hope this helps! Keep me posted for further assistance.
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ECHO_LAKE
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HP ENVY X360 - black screen when rebooting or shutting down

Thank you for your reply Echo_Lake. I need to use the laptiop this weekend so I will ran the tests when possible and report back. I've just only bought the laptop though so hopefully nothing is wrong. The laptop itself is working fine just strange behaviour when rebooting or shutting down. Perhaps this is the behvaiour of AMD chips? This is my first AMD laptop. Initially I suspected it was the encryption but disabling that and secure boot doesn't seem to make a difference.
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HP ENVY X360 - black screen when rebooting or shutting down

Ran the tests and all came back ok.

It's just weird the rebooting and shutdown seem to take a long time to complete.

 

In comparison my Dell 8th Gen i5 laptop is so much quicker. Almost instant startup, reboot and shutdown.

 

I really regret going the HP route now, support doesn't seem to be as good as Dell.

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HP ENVY X360 - black screen when rebooting or shutting down

@JC881
Thank you for posting back.
 

The last thing I can suggest perform a system restores back to the factory settings. Performing an HP system recovery (Windows ) While doing the recovery there is an option to backup your personal files. If you have not previously done one now is a good time. 


Restoring Files that were Backed Up Using HP Recovery Manager (Windows )You can also contact HP support for assistance. They can remotely access your system to help alleviate difficulties: www.hp.com/contacthp/

 

The HP Cloud Recovery Tool allows you to download recovery software to a USB drive. You can use the downloaded recovery image file in order to install the Windows operating system. 

Hope this helps! Keep me posted for further assistance.
Please click “
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ECHO_LAKE
I am an HP Employee

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HP ENVY X360 - black screen when rebooting or shutting down

Thanks Echo_Lake.

My next plan is to have a clean reinstall of Windows 10, perhaps following your method below so I will get the correct HP drivers.

 

I was hoping there is a setting somewhere which I need to change.

This laptop is brand new and only thing I did was upgrade Windows edition from Home to Pro. Just a bit dissapointed so far.

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Actually I have a question, if I perform recovery will it keep my upgraded Windows version? (Pro)

Would that be a better option than a clean install?

 

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@JC881
Thank you for posting back. 

 

To get the answer to this question, performing factory recovery will reinstall the original operating system and yes it is a better option to clean instal windows. 

 

Keep me posted! 

 

ECHO_LAKE
I am an HP Employee

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