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Vt6
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Solved!

Laptop shuts down, can't even open it

HP Recommended
HP Notebook - 17-x002ng
Microsoft Windows 10 (32-bit)

Hello there,

the Notebook was bought 2017, so it's not that old. When I try to log in to my account, the pc shuts down it's own every time. So I can't even access to my account, I can't check anything with pc. What could be the issue. The pc is connected to power, but it doesn't make the difference.

Thanks already in advance.

Best

Vt

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WAWood
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@Vt6 

To determine the cause with hardware failures, you have to be able run diagnostics. We have no way of accessing your PC from here, so we can not do that for you. You have to do it yourself.

You do this by pressing the Esc key repeatedly when rebooting and then, when the HP Startup Menu appears, selecting Diagnostics (usually F2) and letting it run.

If it is NOT possible to run diagnostics, or if that does not work, then there is NOTHING more you can do by yourself -- and there is NOTHING we can do because we have no way of accessing your PC from here to run diagnostics or repair hardware.

You will need to have the PC physically examined in a service facility by folks that can run their own diagnostics to determine what is wrong with it.

---------------------
Since your PC is no longer under warranty, then it will cost you up front to have HP examine your PC. If you want to do that, you will have to contact an HP Repair or Service Center to see if they can examine the PC to determine the cause(s) of the problems, if it can be repaired, and an estimate of the repair costs.

Since you live outside the U.S., here is a link to HP Service Centers, by Country/Region: https://support.hp.com/in-en/service-center

Good Luck

***If my post helped, click the thumbs-up symbol to say thanks***

***Please mark Accept As Solution if my post solved your problem***

I am a volunteer and I do not work for, nor represent, HP

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3 REPLIES 3
WAWood
Level 16
Level 16
33,786 33,678 3,067 7,556
Message 2 of 4
Flag Post
HP Recommended

@Vt6 

To determine the cause with hardware failures, you have to be able run diagnostics. We have no way of accessing your PC from here, so we can not do that for you. You have to do it yourself.

You do this by pressing the Esc key repeatedly when rebooting and then, when the HP Startup Menu appears, selecting Diagnostics (usually F2) and letting it run.

If it is NOT possible to run diagnostics, or if that does not work, then there is NOTHING more you can do by yourself -- and there is NOTHING we can do because we have no way of accessing your PC from here to run diagnostics or repair hardware.

You will need to have the PC physically examined in a service facility by folks that can run their own diagnostics to determine what is wrong with it.

---------------------
Since your PC is no longer under warranty, then it will cost you up front to have HP examine your PC. If you want to do that, you will have to contact an HP Repair or Service Center to see if they can examine the PC to determine the cause(s) of the problems, if it can be repaired, and an estimate of the repair costs.

Since you live outside the U.S., here is a link to HP Service Centers, by Country/Region: https://support.hp.com/in-en/service-center

Good Luck

***If my post helped, click the thumbs-up symbol to say thanks***

***Please mark Accept As Solution if my post solved your problem***

I am a volunteer and I do not work for, nor represent, HP

View solution in original post

Vt6
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Many thanks for your reply! I was able to run the diagnostics and it gave me the error message "Battery check: Primary - Replace (40). I googled the error and did "Reset a laptop with a removable battery" as advised on the HP community, and now I was able to open the laptop normally. So all good now, thanks a lot for your help!

Best

Vt

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Vt6
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Edit*

Additional note: it seems that there is a real problem with the battery. As I wrote on my earlier reply, I can now open the laptop and it runs correctly, however the battery indicator stays at 1%. It doesn't charge the battery. I have tried with 2 other power cords. 

Just a simple question, has the battery just died? If so, how can I easily detect which battery model I should buy for a replace?

Many thanks already in advance!

Best

Vt

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