06-26-2019 12:37 PM - edited 06-26-2019 12:48 PM
I got this laptop less than three weeks ago, but a few days ago it starting freezing whenever I turn it off. It goes to the shutting down screen, but then remains frozen indefinitely with the screen black, the power button light on, and the fan still humming. The only way to get it to turn off is by doing a hard power off (holding the power button down for a few seconds) which is not acceptable for a brand new computer.
So far I've tried doing all available HP and Windows updates, performing a power reset, factory resetting a few times, turning off fast startup and updating the BIOS. None of these have solved the problem though. Any ideas, or do I just return the laptop?
EDIT: The laptop has an AMD Ryzen 5 2500U processor so any solutions involving use of the Intel Management Engine Interface won't work.
06-27-2019 08:46 AM
If you do have the option to return it, then you have a couple of different options.
If you want to work with HP to get it working right, then you need to contact HP Customer Support to have them put you in touch with Tech Support to see if they can troubleshoot it remotely. If they then can not fix it, you need to explore your options for replacing it under warranty.
If you live in the US or Canada, contact information is on this page: http://www8.hp.com/us/en/contact-hp/phone-assist.html#section1
If you live elsewhere, contact information is on this page: http://www8.hp.com/us/en/contact-hp/ww-contact-us.html
NOTE: After you get through, stay on the line until you are finally able to talk to some one -- it can take a while!
If you have trouble finding a phone number, then try: 1 (650) 857-1501.
You can also try contacting Tech Support directly using 1 (800) 474-6836.
If you don't want to bother with that, you should just return it -- if you can get a full refund.
***Please mark Accept As Solution if my post solved your problem***
I am a volunteer and I do not work for, nor represent, HP