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roseteresasot
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Message 1 of 6
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Laptop won't turn on/charge, is hot to touch

HP Recommended
HP Laptop - 14z-dk100 CTO
Microsoft Windows 10 (64-bit)

A week ago, I used my 1-yr old laptop for a minute, left it on, and went to do other things for a few hours. When I came back, it was off and wouldn't turn on. The charging light wouldn't come on when I plugged it in. My old laptop is the same model, so I got it out and tested the charging cord/outlet to see if they were the issue, and they weren't--my old laptop started charging just fine. My 1yr old laptop was hot to the touch despite not having been used or plugged in for over 3 hours. After setting it on a cool surface and leaving it alone for a day, it turned on perfectly fine. I ran the whole spate of diagnostic tests that HP offers, and they all came back saying everything was fine with my battery, hardware, etc. I outlined my issue with the virtual assistant and was told to make an appointment to get it looked at. The closest place that did HP warranty work is an hour drive from me, and I didn't have time to make it before my warranty expired in four days. I crossed my fingers and hoped the issue was resolved. It wasn't.

 

It worked fine for a few days, then the same thing happened again. A tech guy had told me that my battery might need to be reset, so to let it die/completely recharge it a few times. It was after I completely recharged it that it wouldn't turn on again. I held down the power button for 60 seconds, waited, plugged it in, and then it started to charge/turned on.

 

It was fine for another few days, and today it did a repeat of the first time: sitting without being used for hours, warm to the touch, not responding to the charging cord/turning on. I tried the 60 second power button trick, and nothing. It still won't respond.

 

So, is HP going to help me resolve this issue? Or am I out of luck because it crashed right before my warranty expired?

5 REPLIES 5
Echo_Lake
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Message 2 of 6
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@roseteresasot

Thank you for posting on HP Support Community.

 

Don't worry as I'll be glad to help,

I understand that your HP notebook is not working correctly. If you have already performed the steps from the document HP Notebook PCs - Computer Does Not Start: https://support.hp.com/in-en/document/c01997899 and the issue persists, it could be a hardware failure. 

 

Please reach out to HP Support in your region regarding the service options for your computer. HP Support can be reached by clicking on the following link: www.hp.com/contacthp/             
 

Hope this helps!              
Please click “
Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

ECHO_LAKE
I am an HP Employee

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roseteresasot
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Message 3 of 6
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That wasn't helpful at all. Your "contact HP" page does nothing to help me, all it does is direct me to one of your retailers so I can pay to get it fixed. There's no option for me to speak to someone about the fact that it started malfunctioning a few days before my warranty was up, and no option to get recourse for your product failing after barely a year of light use. How can you help me with that?

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praveenbv
HP Support Agent
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Message 4 of 6
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Hi@roseteresasot,

 

I understand that notebook is overheating issue.

 

Request you the following list describes some causes of excessive heat. 

  • Dust inside the laptop.  
  • A new component, such as a hard drive, is added. The extra component causes the power supply to work harder and generate more heat. Extra heat also radiates off the new component and adds to the temperature inside the case.  
  • Over time, some cooling fans might slow down and wear out, as the laptop is getting hot, depending on the usage of the laptop.  
  • High ambient room temperature.  

Step 1: Removing dust and lint by cleaning vents  

Step 2: Ensuring proper space for ventilation  

Step 3: Updating the BIOS  ( Make sure Power adaptor connected to notebook )

Step 4: Using HP CoolSense technology  

Step  5: Update the Windows 

Step  6:Update Drivers from HP Support Assistance 

 

Hope this helps! Keep me posted.

 

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Have a great day! 

 

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roseteresasot
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Message 5 of 6
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Thank you for the suggestion. Unfortunately, overheating doesn't seem to be the issue. I took it in to a local repair store for a diagnosis and they couldn't locate the problem. They suspect a motherboard issue. 

 

In addition, the laptop didn't run hot while it was in use. It was only after sitting on its own, not bring used/charging that I noticed the laptop was warm. I'm not an expert by any means, but I have an old HP laptop with overheating issues and it does not behave like my current laptop is.

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praveenbv
HP Support Agent
HP Support Agent
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Message 6 of 6
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Hi@roseteresasot,

 

We have done the basic troubleshooting as per the document and the notebook needs to check to get to know its hardware is faulty, not a software issue.

 

I'd suggest you contact HP in your region regarding the service options for your computer or HP Chat Support Team.

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