Shutdown Issue

[pcspike]

Hi

I have just upgraded my Pavilion DV6 laptop from a standard HDD with windows 7 to a Crucial MX500 SSD and windows 10. The installation went smoothly and all the required drivers seems to have installed automatically.The only thing that seems to be a problem is on shutdown and start-up. It displays ‘Shutting down’ and the revolving dots rotate for about 10 seconds, then it seems to lock up showing just a few of the dots but frozen. It remains like this until it shuts down and takes close to 2 minutes. At other times it just goes to a black screen for about 2 minutes.

At startup it displays the windows image and the revolving dots for a couple of seconds then goes to black screen until it opens. Boot time is 90 seconds.

I have tried a few things: Disabled Fast Startup which made no difference and ran sfc /scannow which showed no violations.

I’d appreciate some advice on this.

Thanks

[KrazyToad]

@pcspike

Welcome to HP Support Forums. A really great platform for posting all your questions and finding solutions.

I have gone through your Post and would like to help

May I know where did you get the Windows 10 from?

I suggest you download and run the HP Support Assistant from this Link: https://www8.hp.com/us/en/campaigns/hpsupportassistant/hpsupport.html?jumpid=va_r602_us/en/any/psg/p...

HPSA will automatically search for all the latest drivers for your Notebook

1. Click My devices in the top menu, and then click Updates in the My PC or My notebook pane.

   

2. Click Check for updates and messages to scan for new updates.

   

3. Review the list of updates. Updates with a yellow information icon are recommended. Updates with a blue information icon are optional.

4. Click the update name for a description, version number, and file size.

5. Select the box next to any updates you want to install, and then click Download and install.

Also ensure Windows is up to date.

Select the Start  button, and then go to Settings  > Update & security  > Windows Update , and select Check for updates. If Windows Update says your device is up to date, you have all the updates that are currently available

Keep me posted if the issue persists

Thank you and have a wonderful day 😊

If the information I've provided was helpful, give us some reinforcement by clicking the "Solution Accepted" on this Post and it will also help other community members with similar issue.

[pcspike]

Hi

Thanks for your reply.

I have download the HP Support Assistant as you suggested and ran the update option. It went through the process but no updates were available. There were some messages but nothing related to a problem. I also ran the Operating Systems Diagnostics option and the System Test but everything there was ok too.

Another issue has cropped up to do with BitDefender Internet Security. Within the Utilities section it has a start-up optimiser, and after adjustments to either disable or delay the apps within the start-up menu the PC needs to be re-started. I found that after re-start it still asking for a re-start. Given that I am having problems with shutdown I am wondering now if the problem is related to the difficulties that I’m getting with shutdown. I have contacted their technical support regarding this but as yet am waiting for a response. It has now been temporarily removed.

Since I posted my request I have tried running the Events View. This did show errors but I don’t have the knowledge to interpret them.

I downloaded windows ten to USB drive from https://www.microsoft.com/en-gb/software-download/windows10 and activated it with a product key that I purchased on line. It was successfully verified.

Thanks again.

[KrazyToad]

@pcspike

This seems to be an issue with the Windows OS. Since you are using a licensed Copy Microsoft should be able to sort this out.

But keep us posted if you need further assistance

Thank you 😊

[pcspike]

Hi,

The problem has now been discovered, ‘Display Adaptors’. I looked in Device Manager and found that it shows two, AMD and Intel. I realise that the AMD Radeon is the original driver for this laptop, so I uninstalled the Intel which seem to fix the problem. As a result, it shutdown in a couple of seconds and boots up in 17! However, there was a problem, the display looked like it would be when in safe mode and it wouldn’t adjust. I tried the AMD download page for this driver thinking that there may be an update but I had difficulties there. It shows the download procedure but I couldn’t actually download anything. I then tried uninstalling the AMD driver and presto, the display reverted to normal settings with no shutdown and stat-up problems.

I mention too in my post that there was a problem with Bit Defender. Deleting the driver also remedied this problem, it now refreshes on restart where it wouldn’t previously.

Though the laptop now operates normally, Device Manager shows that the AMD driver (back in place) with what looks like some sort of error symbol on both devices. I have attached an image of the device manager. Looking at the properties of both drivers, both appear operational again?

Today I started the laptop without realising that the battery was low, it started normally and then switched off. After attaching the power supply I restarted to find that it had reverted to the original shutdown and start–up problem. Again, I uninstalled the AMD device which solved the problem again. However, given that the problem returned on shutdown due to low battery, clearly all is not well.

[Jeet_singh]

@pcspike,

It looks like you were interacting with @KrazyToad, but he is out for the day & I'll be glad to help you out, 
I'm the Jeet_Singh & I'm at your service.

After reviewing your post thoroughly, I understand you seems to have an issue with the notebook. Don't worry as I have a few suggestions which should help you resolve this issue. 

I would suggest here is to Run Windows Updates troubleshooter -

Download and install the troubleshooter from this link.

Now try to perform a Windows update:

1) In the search box, type and open Windows Updates. 

2) Check for updates. 

3) If the updates are available, click on install and restart the computer.

If the issue persists, I would suggest here is to uninstall the display drivers from device manager:

Display drivers:

Use shortcut keys Win + X on Windows 10

Select Device Manager.

Expand the entry. Right-click the problematic device and select Uninstall device.

You may need to check the option Delete the driver software for this device, and then click the Uninstall button.

Now restart the computer and then update the Bios, and graphics card drivers from our HP support website, using this link.

If the issue persists, I would suggest here is to uninstall the HP Support Assistant from the control panel and then reinstall the latest version.

Download and install HP support assistant on your PC. It should automatically download and install the latest updates and drivers for your PC.

Refer this link to know how to use HP support assistant.

Please let me know if this resolves the issue, or if you require further assistance!

Eagerly waiting for your response!

that said, If the information I've provided was helpful, 

give us some reinforcement by clicking the solution and kudos buttons, 

that'll help us and others see that we've got the answers!

Good Luck.

[pcspike]

---

@Jeet_singh wrote:

@pcspike,

It looks like you were interacting with @KrazyToad, but he is out for the day & I'll be glad to help you out, 
I'm the Jeet_Singh & I'm at your service.

After reviewing your post thoroughly, I understand you seems to have an issue with the notebook. Don't worry as I have a few suggestions which should help you resolve this issue. 

I would suggest here is to Run Windows Updates troubleshooter -

Download and install the troubleshooter from this link.

Now try to perform a Windows update:

1) In the search box, type and open Windows Updates. 

2) Check for updates. 

3) If the updates are available, click on install and restart the computer.

If the issue persists, I would suggest here is to uninstall the display drivers from device manager:

Display drivers:

Use shortcut keys Win + X on Windows 10

Select Device Manager.

Expand the entry. Right-click the problematic device and select Uninstall device.

You may need to check the option Delete the driver software for this device, and then click the Uninstall button.

Now restart the computer and then update the Bios, and graphics card drivers from our HP support website, using this link.

If the issue persists, I would suggest here is to uninstall the HP Support Assistant from the control panel and then reinstall the latest version.

Download and install HP support assistant on your PC. It should automatically download and install the latest updates and drivers for your PC.

Refer this link to know how to use HP support assistant.

Please let me know if this resolves the issue, or if you require further assistance!

Eagerly waiting for your response!

that said, If the information I've provided was helpful, 

give us some reinforcement by clicking the solution and kudos buttons, 

that'll help us and others see that we've got the answers!

Good Luck.

---

Hi 

Thanks for your reply. 

I managed to get AMD download to work and used the option where AMD analyzed the laptop. It provided two driver options, one of which was already installed 15.200.1062.1004. Given that the existing didn’t work I used the second 15.201.1151.1008 which fixed the problem. I used the laptop for two days without any issues, however, I when I started the laptop today on battery power it started up ok but after about 10 seconds it shut down (in the same way that I mention in my last post) but this time the battery was at 100%. When I restarted the laptop, the original problem had returned even though driver 15.201.1151.1008 was still in place. I found that by uninstalling the driver, and then doing a reboot it seems to do the repair, and reinstating 15.201.1151.1008. 

As regards using HP support link that you provided to update the Bios and graphics card driver, this wouldn’t work. I couldn’t get any further than the OS option, its ‘windows’ in the first box, with no option for windows 10 in the second just windows 7. 

This problem is very frustrating because I know that the problem revolves around the graphics driver. Starting on battery power also seems to cause a shutdown. If I’m up and running and remove the power cord, it seems to run ok on battery power for about 4 hours. The battery is new 

Thanks

[KrazyToad]

 @pcspike

Thanks for keeping us posted

I have sent you a private message with the next course of action

Please check your private message icon on the upper right corner of your HP Forums profile.

Next to your profile Name, you should see a little blue envelope
 

Thank you

[pcspike]

---

@KrazyToad wrote:

 @pcspike

Thanks for keeping us posted

I have sent you a private message with the next course of action

Please check your private message icon on the upper right corner of your HP Forums profile.

Next to your profile Name, you should see a little blue envelope
 

Thank you

---

Hi  

Thanks for your message. 

Given that the HP Support utility could not recognise my laptop now that windows 10 is installed I decided to try an online updates website. This recognised the laptop as well as 21 available updates which wen installed resolved the problem. 

Thanks 

[KrazyToad]

@pcspike

I'm glad you got this issue sorted out

Do visit our HP Forums and drop us a message anytime you need help

Thank you 😊