HP Spectre X360 15 2017 model does not shut down or sleep

[mars79]

As I already mentioned in previous post, I have raised a case a month back:  

Case number : 3036484436

So far only information i have is that engineering is working on this. How do I escalate this? Unless I call or get in a chat, I dont get any update on the case. 

As far as I am concerned, I am stuck with this PC which I am unable to use after paying the premium. Can someone help?

[Chimney_83]

Greetings @mars79,

I have brought your issue to the attention of an appropriate team within HP. 

They will likely request information from you in order to look up your case details or product serial number. 

Please look for a private message from an identified HP contact. 

Additionally, keep in mind not to publicly post personal information (serial numbers and case details).

Thank you for visiting the HP Support Forum.

[mars79]

I have been asked to get the laptop checked by HP service center in my region. 

The diagnosis was completed and I was informed that the motherboard is faulty and the part is not available locally. I was asked to provide this information to US Support. I did respond to the provate messages I had received but did not get any response.

the laptop is still with the service center. Please help me resolve this issue. I was probably unfortunate to receive a faulty device, but I dont understand how this would have passed QA, since it is a very basic functionality and should have been easliy caught.

Please help in resolving the issue. Can the part not be internally procured? I have no plans to travel to US immediately.

[Jeet_singh]

Hi @mars79,

Thank you for posting on the HP Support Forums,

I have brought your issue to the attention of an appropriate team within HP. 

They will contact you shortly and likely request information from you in order to look up your case details or product serial number. 

Please look for a private message from an identified HP contact. 

Additionally, keep in mind not to publicly post personal information (such as serial numbers and case details).

If you wish to show appreciation for my efforts to help you out, mark my post as Accepted Solution.

And click on the Purple Thumbs up icon at the bottom of my comment.

Regards,

[mars79]

The issue is not resolved after almost 10 months of purchase. I was told by the service center in India that the laptop can be serviced only in US ( country of purchase). I am travelling to US for a 10 days. Reaching there on the 10th. Can the servicing be expedited so that I can return with the laptop on the 20th.

I will be travelling to Wauwatosa, Wisconsin.

[A4Apollo]

Hi! @mars79, Thanks for stopping by the HP Support Forums!

I understand you have sleep and shutdown issues with your PC.

Don't worry I'll try to help you out.

Did you make any software or hardware changes to your PC?

As you mentioned you purchased this laptop from the US and you are going back to the US for 10 days and you need to know if the laptop can be fixed within 10 days.

Please contact HP support once you reach the US and they should have an expedited shipment arranged you should get the PC back within 5 to 6 business days. 

Also, you can try few steps recommended below.

1. Go to "Control Panel" and click the "Power Options".
2. Next to the plan that is currently selected click "Change Plan Settings".
3. Now click "Change Advanced Power Settings".
4. Locate the option for running on battery and make sure it is set to never sleep.
5. Change/set it to allow.
6. Click "OK".
7. Finally shut down and power up the computer.

Also, try updating Chipset driver and BIOS on your PC and check if it helps.

You update the latest drivers using HP support assistant.

Refer this article to know more information about using HP support assistant.

Please contact HP support for service options.

Link to contact HP.

If the solution provided worked for you, please mark accepted solution for this post.

Let me know if this works!

Have a great day ahead! 🙂

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!

[Noe2]

I was having the same problem.  Setting the bios to default settings worked for me.  Good luck!

[djelectron]

I have been dealing with the exact same issue since February 15th, 2019. I have an HP HP Spectre x360 Convertible 15-bl1XX laptop. Today I finally got a fix!!! Read on...

Every single time I shut down, hibernate or sleep my laptop, it goes through whatever process I initiated, then the power light goes out. 4 seconds later, it automatically reboots. I have been on 20+ hours of tech support calls and remote control sessions over the last 4 months with MS and HP engineers to no avail.

The problem started when I upgraded to Win10 build 1809 from 1803 and also updated the HP BIOS on Feb 15th 2019. No other driver or software changes were made at that time - only the windows and BIOS update. Something in either of those updates broke the suspend or shutdown process.

Since then, this happened every single time I have tried to shut down or suspend the PC. The only recourse I had was to press and hold the power button for a hard shutdown.

Finally today I called HP back. The woman I spoke to said that there was nothing else to do except send the laptop back for a $400-600 repair! I was shocked. I asked what they would do, and she said they would likely replace the motherboard. I've seen multiple other posts (including this one) where the motherboard replacement fixed the problem. I asked her to send me to HP Parts so I could get a replacement and do it my self.

When I got to the parts guy, it turns out that he was actually a Spectre technician as well. We talked for a few minutes, he said he would see if he could get me a discount on the part or repair, and while we were waiting for a manager to get back to him, he asked if we had tried a CMOS reset. Nope.

So, we force shut down the laptop by pressing and holding the power button. Once off, I pressed and held Win+V, pressed the power button and released it, waited 5-10 seconds, then released Win+V. A screen came up saying:

The CMOS checksum is invalid. The CMOS will be reset to the default configuration and will be rebooted. Please check your BIOS Setup Options to see if they change.

CMOS Reset (502)

ENTER - Reboot the system

For more information, please visit: www.hp.com\go\techcenter\startup

It actually fixed the problem!!! After months and months of frustration - and after speaking to a lot of really smart, good technicians - my man Rohit on the late night shift with Spectre support in India came up with the simple, easy, fast solution.

TLDR:

If your PC restarts every time you try to shut it down, sleep, or hibernate, try the CMOS reset before you spend hundreds of dollars and months of frustration. 

1. Fully shut down by pressing and holding power.
2. Press and hold Win+V. Do not release.
3. Press the power button.
4. Once the power light comes on, wait 5-10 seconds, then release Win+V.
5. If the screen says your CMOS checksum is invalid, you're one step away from your fix.
6. Press ENTER
7. Celebrate!

[Rencis]

Works as expected for my HP Spectre x360 15. I was dealing with this for more than a year!!! Thank you for this solution!!! Great work!!!

[alxace]

I had the same issue and found help from this thread: https://h30434.www3.hp.com/t5/Notebook-Operating-System-and-Recovery/HP-Spectre-will-not-shutdown-sh...

You need to perform a system reset by removing the RTC battery.

If You are not sure You can do this Yourself, take Your laptop to a specialist.