Restart is not working

[DUWA]

Restart is not working it seems to go into sleep or hibernate and have to hard boot to shut down then push power button to start ?

[The_Fossette]

@DUWA,

Welcome to the HP Support Community!

I reviewed your post and I understand that the computer is not shutting down.

Don’t worry, I assure you I will try my best to get this sorted.

• How do you shut down the computer? (From Windows or using the power button)
• When you press any key or move the mouse is the computer waking up from sleep?

Meanwhile, I recommend you follow the below steps and check if it helps.

Press ‘Win + I’ shortcut keys to open Windows Settings app.

Click on ‘Update & Security’, then go to the ‘Troubleshoot’ section from the left-side menu.

Scroll downwards a bit and click on the ‘Power’ option.

Click on ‘Run the Troubleshooter’. It will start detecting the problems and if it founds, go ahead fixing it.

If you continue facing the issue, then follow the below steps.

On your keyboard, press ‘Windows key + R’ and type ‘Powercfg.cpl’ in it.

Hit the ‘Enter’ key to open power options in the control panel.

From the left-hand side, click on ‘Choose what the power buttons do’.

Then, click on the link ‘Change settings that are currently unavailable’.

From the bottom given power button options, uncheck the ‘Turn on fast startup’ option.

Click on ‘Save changes’ button.

If the issue persists, follow the below steps.

Go to the ‘Start’ menu and type ‘Control panel’ then hit the ‘Enter’ key.

From the top-right filter, choose ‘Large icons’ and navigate to the ‘Power Options’,

Click and open the ‘Power options’.

Select the power plan according to your requirement and click on ‘Change plan settings’.

Click on ‘Change advanced power settings’.

In the power options windows, click on the button ‘Restore plan defaults’.

Click on ‘Apply’ and then ‘OK’ button.

Let me know how it goes and you have a great day!

If you wish to show appreciation for my efforts, mark my post as Accept as Solution. Your feedback counts!

Cheers!

[DUWA]

To shut down computer i use windows shut down or restart.It shuts down but not completly 1 light is still on so i hold down hp power button until it fully shuts down.And the movement of the mouse will not bring it back on.When updates to apps ask to restart it shuts down  ...1 light  still on but it will not come back on ..I have to hold down the power button until it fully shuts down then hold down again to start..

[The_Fossette]

@DUWA,

Thank you for the information.

Do you try the suggested steps in my previous post?

Meanwhile, I recommend you perform a system restore back to the date when everything was working fine on the computer.

Follow the steps in the below article to perform a system restore.

https://support.hp.com/in-en/document/c03327545

If you wish to show appreciation for my efforts, mark my post as Accept as Solution. Your feedback counts!

Cheers!

[DUWA]

did not work...would not restore so i am now installing windows 10 v 1909 to see if that helps....a lot of work for a brand new hp laptop .....most likely have to reinstall all hp drivers...

[Riddle_Decipher]

@DUWA I understand that's not what we expect to do on a new device, however, I hear electronic devices that give trouble in the beginning lasts a lot longer compared to others, once its fixed, 😛

so please do give it a try and get back to us with the results.

[DUWA]

Installed windows 10 v1909 and hp laptop will still not restart.........and im not sure what you mean "I understand that's not what we expect to do on a new device, however, I hear electronic devices that give trouble in the beginning lasts a lot longer compared to others, once its fixed"

[The_Fossette]

@DUWA,

I recommend you contact support to further diagnose the issue.

Here is how you can get in touch with support.

1)Click on this link – www.hp.com/contacthp/

2)Select the product type.

3)Enter the serial number of your device or select let HP detect your product option.

4)Select the country from the drop-down.

5)You should see the HP phone support number or Chat option listed.

Cheers!