PC doesn't shut down or restart properly

[vadimza]

After turning off the laptop, the power button continues to light up, and the fans are working. sleeping mod is woks well.

Already tried:

1) update all drivers by HP assistant and Windows update.

2) update manually  Intel Management Engine Interface (MEI) Driver by using this advice https://h30434.www3.hp.com/t5/Notebook-Operating-System-and-Recovery/How-to-Resolve-Post-Windows-10-...

3) resetting Windows like here: https://support.hp.com/us-en/product/HP-Pavilion-17-Notebook-PC-series/10862170/model/11792512/docum...

As you can see, nothing helps. Please, help e with this problem.

I bought this laptop just 4 days ago. If no solution will be found, I will have to request a refund. 

[IT_WinSec]

Hello @vadimza 

Thank you for posting in the HP Support Community.

By following the advice on the other thread, you mean you did downgrade Intel MEI to version 9.5 ? Not update ?

Please, clarify.

Here are a couple of things you may need to try :

Check Device Manager and adjust Intel MEI

1. Click on the Windows Start button, type and then open Device Manager
2. Locate System devices and expand the trail

3. Locate and right click on "Intel (R) Management Engine Interface" then select Properties
4. Select Power management tap
5. And uncheck "Allow the computer to turn off this device to save power"
6. Save it and close it.

Adjust Intel MEI setting even further - as per these instructions here >> https://turbofuture.com/computers/HP-Laptop-Wont-Shut-Down-Solution. Eventually restart Windows and test if you can successfully shut it down.

Turn off Fast Startup

• Click on Start button
• Type control.exe and Go to Control Panel > Power Options > Choose what the power button does
• Click on “Change settings that are currently unavailable" and Uncheck "Turn on Fast Startup"
• Make sure you press "Save changes" button

Try updating the BIOS

• what is BIOS >> https://www.computerhope.com/jargon/b/bios.htm
• how to update it >> https://support.hp.com/in-en/document/c00042629

Do you have McAfee security products preinstalled on the computer ?

[vadimza]

Thanks for quick response.

About Intel MEI: I manually upgrade up to Version: 1909.12.0.1236 by using standard  Intel application from this link https://downloadcenter.intel.com/download/28679/Intel-Management-Engine-Driver-for-Windows-8-1-and-W...

Already tried "Allow the computer to turn off this device to save power" in properties of Intel (R) Management Engine Interface. Did not help.

"Uncheck the option that allows the computer to save power" in Intel MEI options also does not work.

Unforchinately, I can`t do "Turn on Fast Startup", because I don`t have this option at all. Connect photo of my screen below:

My BIOS version is F.28, while on HP website they have F.27 Rev.A (https://support.hp.com/us-en/drivers/selfservice/hp-spectre-13-ap0000-x360-convertible-pc/23238155)

Already delete all parts of McAfee security products. Right after deleting my laptop restart normally. But second time failed (shut off also failed).

[IT_WinSec]

Hello @vadimza 

For the fast startup option to appear, you need to enable hibernation, which seems to be off now.

Click on Start button, search for Command Prompt

Right click it and choose to run/start it as Administrator

Type powercfg /h on

and hit [ENTER]

Type powercfg -restoredefaultschemes

and hit [ENTER]

Check again for the Fast start up option and uncheck it

For McAfee, please download and run their removal tool to be 100% sure it is gone >> http://us.mcafee.com/apps/supporttools/mcpr/mcpr.asp

Restart their PC eventually

I am looking forward to hear good news  😊

[IT_WinSec]

With regards to Intel MEI, the suggestion here states you need Intel MEI driver 9.5

>> https://h30434.www3.hp.com/t5/Notebook-Operating-System-and-Recovery/How-to-Resolve-Post-Windows-10-...

>> https://downloadcenter.intel.com/download/23091/Intel-ME-9-Management-Engine-Driver-for-Intel-NUC

[vadimza]

Yeah, thanks for such useful commands. I`m successfully unchecked Fast start up option. It does not  help...

Removal tool also delete something, now I  did not see anything from McAfee.  It does not  help either 

[vadimza]

Unfortunately, I cant use this advise:

>>>With regards to Intel MEI, the suggestion here states you need Intel MEI driver 9.5

because I get an error - the platform is not supported. Anyway, instead of 9.5 I also tried version 10 and 11. Unsuccessfully, because of platform.

From Intel website I found 1909.12.0.1236 versions of Intel MEI driver and from HP driver support for my laptop I found 1815.12.0.2021 version of driver. As it mentioned in instructions, I turned of Windows update service and install Intel MEI. And nothing - still can`t restart or shut down  my laptop. 

[IT_WinSec]

Hi @vadimza 

My last idea would be for you to perform fresh clean Windows 10 installation and using clean vanilla Windows which will include Windows 10 only and drivers you may install afterwards. No preinstalled apps, no additional apps.

• Here are instructions how to perform Windows 10 reinstallation >> https://h30434.www3.hp.com/t5/Notebook-Operating-System-and-Recovery/EliteBook-very-slow-after-drive...

If  this seems way too much for you or if the solution is not found in a prompt faster enough manner, you may consider returning the PC back and choosing a different one. I hope that reinstallation will help, though.  Let me know what you choose and if you performed reinstallation, if it helped, etc