randomly power off

[Tamer_S]

Dear HP Support,

I am writing to report a critical issue with my HP Spectre x360 (Model: 14-eu0xxx, BIOS: F.13 dated 29-Oct-2024), which I purchased around 14 months ago.

Recently, the laptop randomly shuts down, and it does not power back on unless I connect the power adapter, even when the battery is well charged (90%+).

To troubleshoot, I have already:

• Updated the BIOS and all drivers

• Run full HP Hardware Diagnostics (no issues found)

• Generated a battery report (attached), which confirms the battery is healthy with only ~6% wear and 108 cycles

Despite all this, the issue persists.
I must express my frustration, as I chose this high-reputation HP device expecting premium reliability. Facing this kind of malfunction just over a year from purchase is truly disappointing.

Important note: I am currently in Egypt for two weeks, and will be returning to the UAE afterward. Please advise whether this issue is covered by warranty and how best to proceed based on my temporary location.

I appreciate your support and look forward to your assistance in resolving this matter.

Best regards,
Tamer Soliman

[Max3Aj]

Hi @Tamer_S, 

Welcome to HP Support Community!

We noticed that this thread hasn't had any updates in a while since your original post; while this is rare, we didn't want this post to remain unanswered, so, here's the solution to your query. We hope it helps you and everyone viewing this post 😊

I understand how frustrating it must be to experience unexpected shutdowns, especially on a premium device. You've already taken commendable steps by updating the BIOS, running diagnostics, and checking battery health.

Based on your description, here are some targeted steps to help resolve the issue:

Advanced Troubleshooting Steps

1. Check Windows Event Viewer for Critical Errors

   • Press Win + X → select Event Viewer
   • Navigate to Windows Logs > System
   • Look for any Critical or Kernel-Power (Event ID 41) errors around the time of shutdowns.
   • This can help identify if the issue is hardware, driver, or power-related.

2. Disable Fast Startup

   • Go to Control Panel > Power Options > Choose what the power buttons do
   • Click Change settings that are currently unavailable
   • Uncheck Turn on fast startup → Save changes
   • Fast Startup can sometimes cause power-related inconsistencies.

3. Run Battery Calibration

   • Fully charge the laptop to 100%
   • Let it discharge completely until it shuts down
   • Recharge to 100% without interruption
   • This helps recalibrate battery sensors and may resolve false charge readings.

4. Perform a System Reset (without affecting personal files)

   • Go to Settings > System > Recovery > Reset this PC
   • Choose Keep my files
   • This reinstalls Windows and can resolve deep software conflicts.

Hardware Consideration

Since the laptop only powers on when connected to AC despite a healthy battery, this could indicate:

• A power delivery issue from the battery to the motherboard
• A faulty power IC or battery connector
• A firmware-level power management bug

If the issue persists after the above steps, hardware service may be necessary. 

We suggest you please visit the nearest HP authorized service center, the service team will check and assist you.
Kindly follow this link to locate the nearest HP service center: HP® Service Center Locator - Middle East | HP® Support
(Select the country from the dropdown menu and enter the city name or pincode) 

Please mark this post as “Accepted Solution” if the issue is resolved, and if you feel this reply was helpful, click “Yes”.

Thanks for being part of the HP Community!

Regards,
Max3Aj