• ×
    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
HP Recommended
HP Pavilion Notebook - 17-g037cy

On Startup it gets to the user screen and then says Locking and shuts off again. Cannot keep it on long enough to accomplish anything. Please help. 

Thanks!

14 REPLIES 14
HP Recommended

Hello @Debi3864 

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

The Windows file system could be corrupt or there is a hard disk error.

 

(1) Test your hardware Using the HP PC Hardware Diagnostics (UEFI)

--->>> Perform <all> tests

https://support.hp.com/us-en/document/ish_2854458-2733239-16

See section <Running HP PC Hardware Diagnostics UEFI tests when Windows doesn't start>

 

See how it works:

https://www.youtube.com/watch?v=14GKIpGPNRM

 

(2) Please report your results ( error messages, take pictures )

( if serial number, device id, UUID, System Board CT Number is displayed, please blur )

HP Recommended

I ran the tests and everything passed. Here are the pics.  Thanks in advance! 

696FD480-AACD-4827-81AF-BA4C213A5C25.jpeg

B3D625B8-AB06-4F4E-8B3D-5BCE310FD5E4.jpeg

E2168EE7-49A9-4406-8663-A930B21316B7.jpeg

38BE7E1D-ABA4-4362-89E7-B504B4A3EAD5.jpeg

HP Recommended

Hello @Debi3864 

 

Thanks for performing the tests...

 

(1) Power off notebook

(2Disconnect charger

(3Press and hold <power> button for 30 seconds

(4Connect charger

 

(5) Double check with external monitor connected via vga/hdmi cable. 

 

- Power off external monitor

- Connect vga/hdmi cable

- Power on external monitor

- Power on notebook

 

(6) Please report your results

HP Recommended

I followed the steps and it turned on and ran like normal for about 10 minutes then shut off. It did not say “locking” or “hibernating” this time. 
The external monitor shows there is no connection/power to the source. 
Thank you

HP Recommended

Hello @Debi3864 

You're welcome !

Kind regards

HP Recommended

I’m sorry but you must have misunderstood my thank you. I was saying thank you for attempting to help me. The laptop still turned itself off, just not immediately. It was on for about 10 minutes. 

HP Recommended

Hello @Debi3864 

 

We continue ...

 

Let me check your current system configuration.

 

(1) Run    msinfo32

- Select <System Summary>:

--->>> Copy/screenshot/paste following key/value pairs:

 

OS Name

Version

System Model

System SKU

( equals HP product number (p/n) )

Processor

BIOS Version/Date

 

(2Please report your results

HP Recommended

Hello @Debi3864 

 

(1) Take time, read and follow to disable Sleep and Hiberation

--->>> How to disable Sleep Mode or Hibernation

 

(2) Restart Windows

(3) Please report your results

HP Recommended

OS Name: Microsoft Windows 10 Home

Version: 10.0.19043 Build 19043

System Model: HP Pavilion Notebook

System SKU: N5Y53UA#ABA

Processor: AMD A6-6310 APU with AMD Radeon R4 Graphics

BIOS Version/Date: American Mega Trends Inc F.19,5/27/2016

† 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>.