My HP Pavilion has been shutting down unexpectedly

[Bdandres]

Recently, about a couple days ago, my HP Pavilion Notebook has been shutting down unexpectedly, now this wasn't anything new to me, as it has Shut Down and Restarted on it's own before, but now it doesn't even restart on it's own anymore.

I don't have a clear answer as to why this is happening, I can only guess is the battery because it only ever happens when I don't have it charging up and connected to the ac adapter, I always figure maybe the battery ran out, but the warning of the battery being low hasn't shown up either.

I'll admit this now, I usually never turn off my laptop, from the morning until I fall asleep at like 10 or midnight, depending of a drawing I'm working on, it's either in sleep mode, or I'm using it, when I go to sleep, I make sure to unplug the AC and I clean my desk so nothing gets inside.

I'm really concerned because this was an expensive Laptop, $500, I only had it for a Year so I'm really scared that something is wrong with it.

Is there anything I can do?

[IT_WinSec]

Hello @Bdandres

Welcome to the HP Support forum.

-- How often did this happen ?

-- What is the operating system you use now ? Windows 10 ?

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** If your PC shuts off with a warning from Windows (some message on screen), then this is software issue and is connected to Windows (e.g. Windows Update) , some 3rd party software (good or bad).

** If the PC shuts down without any warning, it could be hardware issue.

Please, check this article for reasons for the PC to turn off unexpectedly - could be motherboard, battery/power, overheating, etc....

>> http://www.computerhope.com/issues/ch000689.htm

>> https://support.hp.com/us-en/document/c01657439

1. Follow the instructions in the articles.

2. Also download and run the free Speccy

http://www.piriform.com/speccy

 Once it starts, click on File and save a log file (export) in .speccy file

Upload the .speccy file to some file sharing (Cloud) service such as Dropbox, Google Drive, OneDrive, etc and give me the URL to see it

3. Please, perform some basic hardware checks

1. Please, shutdown the computer using the power button

2. Power it on.

2.1 As soon as you press the power-on button, immediately begin hitting the Esc button (like tap-tap-tap).

This should open a HP Startup Menu

3. Choose F2 to open System Diagnostics. Follow the on-screen instructions to perform System Test >> Quick test.

This will check major hardware componets for issue (do it just in case) . Here is more info >> https://www.youtube.com/watch?v=6JXUp43ahHA

If there are no system checks/no quick tests, perform HDD and RAM check.

If there is a Component tests, you may also test the Motherboard and battery

Let me know the test results.

4.  If you use Windows 10, there is a known issue with Intel MEI driver

What you experience is very common/known issues. Here is more info, please read it:

>> https://h30434.www3.hp.com/t5/Notebook-Software-and-How-To-Questions/Shutdown-issue-on-Windows-10/td...

>> https://answers.microsoft.com/en-us/windows/forum/windows_10-update/the-answer-to-windows-10-shut-do...

Common solution (if you use W10) is to dowgrade Intel MEI to version 9.5 (not use newer versions) and stick the version to 9.5

Hope this works for you

[Bdandres]

Thanks for Quick response.

https://docs.google.com/document/d/1G0J4jqUkbSKG58RD-1ZWFPZBp58OHRfwIAQjxtQEVck/edit?usp=sharing

A Link to the Speccy Screenshot you asked for.

This has happened at least once or twice a Day and every time it was when I had the AC Adapter turned off.

The Battery is also telling me that it won't charge anymore, but it's only at 93%, this began happening last night.

I think I'm using WIndow's 10 64x, that's what the Speccy report says.

[IT_WinSec]

You are welcome.

Since you use Windows 10, you definitely have to perform the Intel MEI workaround which I gave you URL above. This is a known issue.

Please, perform the hardware diagnostics, too and check for dust. In the UEFI hardware diagnostics you can perform Component tests (including a battery test). Let me know the results.

With regards to the battery, if it is the battery, it needs to discharge slowly and gradually (e.g. 100 - 90 - 80 - 70 ... 30 - 20 - 10 - warning from Windows, etc..... If PC powers off while battery is on 60% and then when you turn it back on it is charged around 60%, then the issue is not with the battery. 

You can also experiment - get the battery out and run with AC power only with no battery

Let me know how it goes.

[Bdandres]

I'm pretty confident that the problem lies with my Battery

https://docs.google.com/document/d/1UhUKFLsKMtp-83J0B-GmL0kxDn3-cKldZ4QSedayYc4/edit?usp=sharing

I waited for the battery to start depleting, and around the 45% mark, it just shut down again. I tried turning it on without the AC Adapter, but won't, as soon as I do, It starts up again.

I did a quick check and component check on the Battery and the link shows what Info I got.

I can't tell which MEI version I am using right now and can't seem to find out how.

[IT_WinSec]

Version 9.5 is an old version of Intel MEI and because Windows 10 updates itself fully automatically, most likely you have newer version (11 ?  )

Go to Start, type Device Manager

Open Device Manager and navigate to System Devices, expand this section

Find Intel Management Engine Interface, right click it and choose "Properties"

Go to "Drivers" tab

What is your version ?

[Bdandres]

https://docs.google.com/document/d/1vhvsi_6uAaMt6Gp_8ZgR7hoLN1hCcsBQAd49H56ISgY/edit?usp=sharing

It appears I don't have that option...

[IT_WinSec]

Could you try using the PC without battery (at all) and with with AC power to see if it will still shut down unexpectedly ?

Can you post your full HP product model and product number (P/N) - here is how >> http://support.hp.com/us-en/document/c00033108

[Bdandres]

https://docs.google.com/document/d/1JEO2nUM09Xjm-8Fl7znGifDDKkldkAFLFDm68RhYYhU/edit?usp=sharing

The Product and Serial Number.

The thing is, Whenever I let my Battery go uncharged, it's gonna turn off, I had the AC Adapter on all day yesterday and it didn't turn off, and this was after it turned off without it.

[IT_WinSec]

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@Bdandres wrote:

The thing is, Whenever I let my Battery go uncharged, it's gonna turn off,

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This is expected/natural behaviour. Power goes away and battery discharges

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@Bdandres wrote:

I had the AC Adapter on all day yesterday and it didn't turn off, and this was after it turned off without it.

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If I understand correctly, the problem only occurs when the computer is running on battery and does not happen when the PC is on AC power ?  Am I correct ?