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10-17-2022 10:05 AM
I am working on an Envy X360m Convertible, model number 15m-eu0013dx. It will not turn on no matter what I do. I did get it to come on long enough to start reinstalling the OS, but it shut off in the middle of the install and will not come back on. There are no lights when the charger is plugged in. When it does come on the light on the power button works, but there is no light where the charger plugs in. Here are the things I have done, some multiple times with no lasting change in the symptoms.
Unplugged the battery and charger, held down the power button for 30 seconds, plugged everything back in.
Tried 3 different chargers, all of which work on other similar computers
Replaced the DC power connector (twice)
Replaced the motherboard (three times) being very careful to be sure everything is connected correctly.
Replaced the fans
Put new thermal paste on the heat sink assembly each time the motherboard was replaced
Put in a new hard drive
Usually, when a computer shuts off after it starts and runs for a while, it is an indication of overheating. But in this case, the two fans are working, the heat sink is tight with new thermal paste, and there are no obstructions to the air flow.
Also, I heard from another customer with the exact same problem on a X360. It was working fine, she went away for a couple of minutes and when she came back to it, it had shut off and would not turn on. Luckily, she had a warranty so she could send it back. The one I am working on is out of warranty.
I don't know if it makes any difference, but this computer was purchased from a Best Buy store and was a display model. I think that is indicated in the model number.
In almost 30 years of working on computers, I have never had one that I could not fix, but this one has me baffled. Any suggestions would be most welcome.
11-05-2022 09:44 AM
Welcome to the HP Support Community.
I understand that your computer not powering on. I'd like to help!
I appreciate the steps you have performed and have certainly done a good job.
This situation will need some additional support from our internal teams in HP. For that to happen, we will give you additional instructions/information via Private Message.
Please check your inbox on the forums page for private message.
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I am an HP Employee
12-08-2022 03:09 PM
Here's an update on this problem. I was able to get the laptop to come on by installing a new battery. Now the problem is that the charger does not charge the battery so when the battery runs out, no more computer. Here's what I have done so far.
1. Tried 3 different chargers. All with the correct connector and voltage. All three work on similar computers with no problems.
2. Applied all applicable Windows Updates.
3. Uninstalled and reinstalled the battery drivers
4. Did a "hard reset"
5. Replaced the DC port (twice)
I suspect a problem with the charging port on the motherboard. But I have replaced the motherboard with an identical one twice. Both times, everything worked normally for about 2 minutes, then the computer shut down and would not come back on.
I think a BIOS update might fix it, but when I try to update the BIOS to the latest using the HP Support Assistant app, it won't update the BIOS unless it is plugged in. So now I have a "catch 22". I can't try the fix because the problem prevents the fix.
If anyone has a way around this or any suggestions, please let me know.
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