• ×
    Information
    Need Windows 11 help?
    Check documents on compatibility, FAQs, upgrade information and available fixes.
    Windows 11 Support Center.
  • post a message
  • ×
    Information
    Need Windows 11 help?
    Check documents on compatibility, FAQs, upgrade information and available fixes.
    Windows 11 Support Center.
  • post a message
Guidelines
Are you having HotKey issues? Click here for tips and tricks.
Locked

‎05-18-2023 06:33 AM

HP Recommended
Product: HP ENVY x360 Laptop - 13-ay0009na
Operating System: Microsoft Windows 11

System details:

HP Envy x360 AY0009NA

AMD Ryzen 4700U

Windows 11 fully up to date

All drivers up to date from Windows Update & HP Support Assistant

BIOS - F23

The bug:

The laptop's skin temp sensor (infrared thermal sensor) freezes and stops updating the temperature. In this example it got stuck at 25c (read by the program HWiNFO). This causes issues for fan control, as the laptop's fan is turned off when below 37c skin temp.

We can see that during a benchmark the machine's CPU sat at 100c for almost a minute with the fan completely turned off, before a protection method comes in and puts the fan at 100%.

Relying on the protection method is not good, as when the machine cools down, the fan abruptly stops again (and stays completely off until the machine hits 100c again). All the while, the bottom case of the laptop is quite hot.

 

To fix:

Restarting the machine *does NOT* fix the issue. I restarted the machine on video. Only shutting down / hibernating the machine fixes it (allowing the machine to fully power down). This leads me to believe it is a firmware bug.


To replicate:

This bug happens when the machine has been turned on without being shut down for an extended period of time (estimated 3 days+). I appreciate this will make the bug hard to replicate.

 

Here's a video I made showing the bug. I have added timestamps to help the video.

Warning
Be alert for scammers posting fake support phone numbers and/or email addresses on the community.
If you think you have received a fake HP Support message, please report it to us by clicking on "Flag Post".
† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the Terms of Use and Rules of Participation.
Didn't find what you were looking for? Ask the community
† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the <a href="https://www8.hp.com/us/en/terms-of-use.html" class="udrlinesmall">Terms of Use</a> and <a href="/t5/custom/page/page-id/hp.rulespage" class="udrlinesmall"> Rules of Participation</a>.