HP Envy x360 Convertible - won't shutdown completely

[jts0318]

I am experiencing two problems:

1) Sometimes as it doesn't happen all the time, it won't shut down completely. The light by the power on button remains on and the fan continues running.  I have to force it hard reboot in order to turn it backon

2) Sometimes as it doesn't happen all the time, it will go to sleep, and it won't wake up.  I will have to do a force shutdown to turn it back on.

[ub6424]

Hello @jts0318 

Sorry to hear that you are having problems ... I would like to help you.

I want the check your current system configuration.

(1) Run    msinfo32

- Select <System Summary>:

--->>> copy/paste to following key/values pairs:

OS Name

Version

System Model

System SKU ( equals HP product number (p/n) )

BIOS Version/Date

(2) Please report your results

[jts0318]

Thank you...parents got sick and have been heads down taking care of the.  Apologies for taking so long in responding.  Hopefully you can help me figure this out.  Here is the information you requested.

OS Name: Microsoft Windows 11 Home

Version: 10.0.22000 Build 22000

System Model: HP Envy x360 Convertible

System SKU: X7U55UA#ABA

BIOS Version/Date:  Insyde F.41, 8/10/2017

[ub6424]

Hello @jts0318 

Please follow instructions ...

(1) Update BIOS

HP Notebook System BIOS Update (Intel Processors)

F.61 Rev.A

13.8 MB

Dec 14, 2020

Download

Why should you install the update ?

https://support.hp.com/us-en/document/ish_4123786-2338478-16

Quote: "

Updating the BIOS is recommended as standard maintenance of the computer. It can also help resolve the following issues: 

• An available BIOS update resolves a specific issue or improves computer performance.
• The current BIOS does not support a hardware component or a Windows upgrade.
• HP Support recommends installing a specific BIOS update. 

"

(2) Reboot

(3) Let BIOS be installed until it's completely done !

(4) Install/Update

Intel Management Engine Interface (MEI) Driver

1952.14.0.1470 Rev.C

16.9 MB

Sep 14, 2020

Download

Intel Serial IO Driver

30.100.1725.1 Rev.C

3.1 MB

Nov 16, 2017

Download

HP Consumer ME Firmware Update

2020.1.0629 Rev.A

33.8 MB

Jun 29, 2020

Download

(5) Reboot and test again ( shutdown / start / reboot )

(6) Please report your results

[jts0318]

I did the BIOS update.  Then clicked on the 1st update listed.  It did not work as it gave the following error message: " The Driver is not supported on this OS version (10.0.22000"

Should I do the other updates?  or does "Intel Management Engine Interface (MEI) Driver" needs to be done first??

[ub6424]

Hello @jts0318 

You can skip all updates since you have a newer Windows operating system version (11). The drivers are not upward compatible.

I will report back...

Kinds regards

[jts0318]

Ok...thank you

[ub6424]

Hello @jts0318 

I strongly advise you to go back to Windows 10 as your notebook model

[ HP ENVY x360 - 15-aq293ms ] is not fully tested and certified by HP for Windows 11.

(1) Backup <all> personal data (documents/pictures/videos etc...) to external USB hard drive

(2) Downgrade from Windows 11 to Windows 10

https://www.techadvisor.com/article/744263/how-to-downgrade-from-windows-11-to-windows-10.html

(3) if downgrade fails ...

--->>> Please reinstall your operating system !

You need to prepare bootable <USB flash drive>

HP Consumer PCs - Using the HP Cloud Recovery Tool in Windows 10

--->>> https://support.hp.com/us-en/document/ish_4511095-4511141-16

( All HP software and drivers are included )

( Your product number is supported by HP Cloud Recovery )

(4) Please report your results

[jts0318]

Hi, I have a C: Drive and a 😧 Drive...do I need to backup personal data from both or just C: drive before I try going back to Windows 10?

[ub6424]

Hello @jts0318 

--->>> Backup <user profile> -> C:\Users\yourusername ( documents/pictures/videos... )

- If D is 2nd physical drive, no backup required

- If D is partition of first drive you will have to backup, too

Good luck