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HP Pavilion X360 laptop thinks it's overheating and goes to sleep...

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Pavilion X360
Microsoft Windows 10 (64-bit)

I'm trying to fix this laptop for a friend. I've been working on laptops since 2011 and have fixed hundreds of them, yet this one has me puzzled.

 

My friend claimed that it shut down randomly... so after some investigation, it appears that its going to sleep randomly. The screen will say "locking," and then it will go to sleep. The fan runs at full speed like it thinks it's overheating, but in reality it's running plenty cool. I've tried new thermal paste, different RAM, a new SSD, and a fresh install of Windows. Updated BIOS/UEFI to latest version. Still the same issue. As soo as you touch it, the fan will tart to ramp up and it will eventually go to sleep.  Puzzling thing is it really only happen when it's pugged in, and rarely on battery power.  I'm not sure what else to try with this thing. Any ideas? It's a Core i5/8GB RAM (2X4GB after swapping out the original 1X8GB) and it was bought new in 2016.

 

Luke

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No advice?

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HP Support Agent
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@Screen_Savers Welcome to HP Community!

 

I understand that the laptop goes to sleep.

 

Try updating the computer, this will install the latest updates -

 

Step 1 Windows Updates -

1) In the search box, type, and open Windows Updates.

2) Check for updates.

3) If the updates are available, click on install and restart the computer.

 

Step 2 Install updates using HP Support Assistant

  1. In the search box, type, and open HP Support Assistant. 
  2. Check for updates. 
  3. If the updates are available, click on install and restart the computer.  

Note: If you do not have HP Support Assistant installed, Click here to download the same.

 

Please follow the below steps: 

Step 1: Enabling the Keyboard in Windows 

Skip this step if the computer does not enter sleep mode or if the computer wakes unexpectedly. 

Follow these steps to enable your keyboard to wake your computer from sleep mode: 

  1. In Windows, search for and open the Device Manager. 

  2. Click the arrow next to Keyboards and double-click the name of your keyboard. 

  3. If the Power Management tab is available, proceed to the next step. 

If the Power Management tab is not available, click the Change Settings button if it appears below the Device status box. The same Keyboard Properties window opens with the Power Management tab available. 

If you are prompted for an Administrator password or confirmation, type the password or provide confirmation. 

  1. Click the Power Management tab and make sure that the box next to Allow this device to wake the computer is checked. 

  2. Click OK, and then test to make sure that the keyboard can now wake the computer. If the computer still cannot wake from sleep mode, continue using these steps. 

  3. For instructions on how to update the BIOS of your computer, see one of the following HP support documents: Updating the BIOS (Notebooks) 

For more steps, please Click here 

 

Keep us posted,

If you would like to thank us for our efforts to help you, 


Give us a virtual high-five by clicking the 'Thumbs Up' icon below, followed by clicking on the "Accept as solution" on this post, 


Have a great day!

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Appreciate the help. This seems more like a hardware issue than a driver issue at this point. I just did a fresh install of Windows on an SSD, and did all the Windows updates and checked the power settings, but it still turns off when plugged in... Confused by this one.

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HP Support Agent
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@Screen_Savers

 

If the issue persists after reinstalling the Windows, please contact HP Support in your Region for further assistance

 

1) Click on this link - www.hp.com/contacthp/ 
2) Select your product type below.
3) Enter the serial of your device. 
4) Select the country from the drop-down. 
5) Select the chat or get phone number options based on your preferences. 
6) Fill the web-form and proceed further.
 

Thank you

KrazyToad
I Am An HP Employee

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