HP Envy keeps restarting randomly

[SuperrK]

Hope this is the right place to post this, but randomly my laptop started just shutting off and restarting. I’ve done extensive diagnostic tests and all passed, I even switched off “restart when an error occurs” but it restarts anyway. I’ve scanned with two different antivirus programs, both which have given me the all clear (I uninstalled one to test the other). I’m at a loss. I got this refurbished so it’s not unlikely it’s not perfect, but even so I can’t find any reason it’s doing this, all memory is the same make and type so it wouldn’t be anything to do with that.

Currently all hardware is at about 34c idle with a couple of programs open. It doesn’t seem to be too hot. It’s warmer where the battery sits and when I plug it in it’s a little hot but that’s normal I assume. Randomly however the CPU will shoot up to 65 at idle and then just cool down again to 30.
I bought it in December 2017, so about a month ago. I keep it on a flat clean surface so I highly doubt it’s dusty either.
CPU usage is is 8-11% and memory is 42%.


That’s about all the info I have. It doesn’t seem unresponsive at all, the new windows update made performance a little rough (and I had massive problems trying to install it), but otherwise it’s pretty responsive and runs perfectly fine.

I use Speccy to read my system info and used the HP diagnostics tool in startup to test hardware. If you have any more suggestions for diagnostics tools I’ll be happy to download and try them too.

[MKazi]

@SuperrK

Let me take a moment to thank you for posting on the HP Support Forums. 

I understand that you have an HP ENVY x360 Convertible series 15-bq0xx laptop. I read that the laptop restarts by itself. Fabulous analysis. Spectacular diagnosis of the issue before posting. Kudos to you for that. I appreciate the steps you have performed and have certainly done a good job.

The evidence points towards the Windows operating system because all the hardware tests have passed. 

To provide an accurate resolution, I need a few more details: 

• Has this been happening since the time you got the laptop or did it start recently?
• Did any software changes or updates happen on the laptop after which you may have observed this behavior?
• Did you launch eh hardware diagnostic by restarting the laptop and by hitting the F2 key on startup?

While you respond to that, I recommend you to perform the following steps to isolate the issue and arrive at a fix: 

NOTE: PLease skip any steps that you may have already attempted.

• Power off the laptop.
• Remove the battery out. If the battery is integrated and does not have a latch to release it then leave the battery inside the laptop.
• Disconnected AC adapter from the laptop.
• Press and hold the power button for 15 seconds.
• Reconnect the battery and plug the AC adapter.
• Do not power on the laptop yet.

Let us check if the laptop restarts in the BIOS. The following steps will help:

• Power on the laptop and immediately hit the f10 key repeatedly (7-8 times). This should bring up the BIOS screen. 
• Leave the laptop on in the BIOS screen for some time (at least 1hour) and check if it restarts by itself.

If the laptop does not restart in the BIOS then let us perform a Microsoft Push Button Reset. This repairs your computer by reinstalling the operating system. This can be done either while preserving your personal data and customizations, or removing all your personal data.

I sincerely hope this fixes the issue. Let me know how it goes. All the best! 🙂

[SuperrK]

I think it might have been after an update actually yeah, I know Windows had to recall an update because of it affecting AMD processors. I may have installed it. I'll try your steps and let you know how it goes. I was considering doing a reinstall of Windows but if it's an issue with the OS I don't think that there's a whole lot I can do since it'll probably install to the newest version of Windows.

It might just be a Windows issue to be fair, I did have issues constantly with the OS and it wouldn't work like after I got the laptop so I had to re-install. I did do diagnostics through F2. I'll try the BIOS method but it seems like it might be something with my processor not being able to handle tasks correctly due to the update. This would also explain the spikes in temperature. 

I'll let you know how the BIOS test goes. 

Thanks! 

[A4Apollo]

Hi! @SuperrK, Thanks for stopping by the HP Support Forums!

I understand your laptop keeps restarting randomly.

Don't worry I'll try to help you out.

Did you make any software or hardware changes on your PC?

Have you tried checking with a different battery or adapter?

Does the laptop restart when you are in BIOS?

As you mentioned your laptop keeps restarting randomly.

Try restoring the BIOS to default and check if it helps.

1. Turn off the computer and wait five seconds.
2. Press the Power button to start the computer and repeatedly press the F10 key to enter the BIOS setup menu.
3. On the BIOS Setup screen, press F9 to select and load the BIOS Setup Default settings.
4. Press F10 to Save and Exit.
5. Use the arrow keys to select Yes, then press Enter when asked Exit Saving Changes?
6. Follow the prompts to restart your computer.

Try the steps recommended below.

1. Use Windows shortcut keys Win + PauseBreak to open the System window.

2. Select Advanced system settings from the left column and the System Properties will pop up.

3. Choose Advanced tab and click on the button Settings in the Startup and Recovery section.

4. Disable Automatically restart under System Failure, and then click OK.

1. Right-click on the Start menu and select Power Options. You can also access to this by right click on the battery icon in the taskbar if you are using a laptop.

2. Click on the Change plan settings beside the current plan the PC is using.

3. Click on the Change advanced power settings.

4. Navigate to and expand the Processor power management.

5. Expand the Minimum processor state and set the values lower than 100%. And then click OK.

6. Modify the Put the computer to sleep setting when using power or battery. Set the time value between 1 minute and 5 hours.

7. Save the changes and reboot.

If the laptop is not restarting in BIOS try updating the BIOS and chipset drivers on your PC using HP support assistant and check if it helps.

Refer this article to know more information about using HP support assistant.

Also, try running a system diagnostics test on your PC and check if the hardware components on your PC are working fine.

Refer this article to know more information about running system diagnostics on your PC.

If the hard drive diagnostics test passes on your PC.  Try performing a recovery using the recovery discs.

If you don't have a set of recovery discs. Please contact HP support and order a set of recovery discs.

Link to contact HP.

If the solution provided worked for you, please mark accepted solution for this post.

Let me know if this works!

Have a great day ahead! 🙂

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!

[qoheleth22]

HI, I had this and spent hours with HP support, installing new BIOS, resetting PC, system recovery, etc, etc.

In the end, what worked for me was turning off HP Coolsense.  Since I did this, the random restarts have not happened, a week now.  Fingers crossed, this is what worked for me!

Good luck

[qoheleth22]

Hey, I have had 2 Envy's and they do the same.

It's really bad now, and I expect more from a £900+ model!