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

[mars79]

Purchased Spectre 15 X360 (2017 model) a few days. Machine does not shut down or sleep. within seconds of shut down or sleep, starts up again.

On Shutdown : restarts within seconds.

On Sleep : comes back to login screen.

Closing the lid doesnt help either. 

Only way to shut the PC is by hard shutdown by pressing the power button for a few seconds.

talked to customer support for couple of days without any luck.

Tried system restore, all possible power options, updated windows / hp packs.

Purchased the system in US and since I am out of the country, unable to return. Would like to know if anyone else have faced similar problem with this laptop. Being a new model that started shipping last week, there will be only a few out there.

[Rainbow23]

@mars79,

Welcome to HP Forums, this is a great place to get support, find answers and tips.

Thank you for posting your query, I'll be more than glad to help you out.

I understand that your HP Spectre XT Ultrabook 13-2017tu does not shut down or go to sleep mode.

This issue could occur if the power settings are not set to sleep option or the bios not updated.

And here's the step by step guide for you in the links below: 

1. Managing Power Options (Windows 10)

2. The Computer Restarts Unexpectedly (Windows 10, 😎

Let me know how that works.
 

I hope you have a good day ahead.
 

[mars79]

Thanks for the response. HP support already tried these options over call iduring the past 3 days. 

The issue is not that sleep command is not responding. When i try to sleep or shutdown, it sleeps / shuts down, but within 5 seconds, comes back to login screen from sleep / starts up after shut down.

If i close the lid, system sleeps for a few seconds and comes back up ( can see the keyboard lights shutting down and lighting up within 3 seconds )

BTW, this is the 2017 Spectre X360 15 inch model. Very premium laptop and good performance. At least I can say that the startup i/ wake from sleep is very fast. Couldnt do nothing else this week other than spending hours with tech support and system restore from recovery partition.

Very annoying issue. Expecting a resolution from HP soon.

[Rainbow23]

@mars79,

Thank you for your reply, I'll be more than glad to help you.

I understand that the issue still persists after following the steps provided in the previous interaction.

Please follow the below steps:

In the Device Manager window, locate the device you want to prevent from waking your computer. It will have the same name as it does in the output of the powercfg command you just ran. Right-click the device and select “Properties” from the context menu.

On the “Power Management” tab of the device’s properties window, disable the “Allow this device to wake the computer” option and then click “OK.”

While you’ve got Device Manager open, go ahead and disallow any other devices you don’t want waking up your computer. When you’re done, you can exit Device Manager.

Disable Wake Timers and Scheduled Tasks

The another thing that can wake your PC is a scheduled task. Some scheduled tasks—for example, an antivirus app that schedules a scan—can set a wake timer to wake your PC at the specific time to run an app or command. To see a list of wake timers set on your computer, you can use a Command Prompt command. You’ll have to run Command Prompt with administrative privileges for this one. To do so, hit Start, type “command,” and when you see the Command Prompt app, right-click it and choose “Run as administrator.”

In the Command Prompt window, type the following command and then press Enter:

powercfg -wake timers

have one wake timer—a scheduled task set to check whether you have any large files queued for downloading so that you can have the downloading happen when you're not using the PC.

You have two choices for stopping this: you can either disable that specific wake timer or disable all wake timers.

Let me know if this works.

You have a good day ahead.

[mars79]

Thanks for the message again.

The laptop is in factory default state after the restore without any additional softwares installed and without any configuration changes. All settings have been confirmed as per the links provided in previous post.

I have spent enough hours trying to sort out this. Would need HP to send the exact fix instead of asking me to troubleshoot the problem that came out of the box

[DavidSMP]

Hi @mars79,

 I am  @Davidsmp. It looks like you were interacting with @Rainbow23.  As he is out of the office today, let me jump in to assist you here. 🙂

I reviewed the post comprehensively. Spectacular diagnosis of the issue before posting again. It could make a certain Sherlock Holmes turn green with envy. 🙂  Hats off to you on that score. 🙂 I understand that the PC has shut down issues.

Please visit this link and perform all the steps mentioned in it: http://h30434.www3.hp.com/t5/Notebook-Boot-and-Lockup/issue-with-shutting-down/m-p/5949956#M105302

Then check if the issue gets resolved. Also update the bios, chipset and graphics drivers from this link http://hp.com/drivers and follow the on-screen instructions.

Then check if the issue gets resolved, if this does not work please try these commands out one at a time to see if the issue gets resolved.

Open an elevated command prompt window by performing this step.

 Open the Win+X menu, and click/tap on Command Prompt (Admin).

Then try these commands out. They need to be typed in this window.

shutdown /p /f 

Forces running apps to close, and turns off the local computer with no time-out or warning.

shutdown /s 

Performs a full shutdown of the computer.

shutdown /s /f /t 0 

Immediately force running apps to close, and then performs a full shutdown of the computer. 

If the issue continues, please contact HP phone support as the issue could be hardware related.

Step 1. Open link: www.hp.com/contacthp/

Step 2. Enter Product number or select to auto detect

Step 3. Scroll down to "Still need help? Complete the form to select your contact options"

Step 4. Scroll down and click: HP contact options - click on Get phone number, Case number and phone number appear.

They will be happy to assist you immediately.

If the unit is under warranty, the manufacturer’s warranty should take care of it for you.

Hope this helps.   I genuinely hope the issue gets resolved without hassles and the unit works great. 🙂  Please reach out for any issues and I'll be there to assist you. 🙂

To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help.

 If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles

. 🙂

Take care now and have a splendid week ahead. 🙂

[mars79]

I Have worked with customer support and tried all the above options.

Support has asked some time to resolve the issue. I am waiting to hear back from them. The case id is  : 3036484436

Since i purchased the laptop in US and currently not in the country, have no option to return this. 

This is my first HP laptop and having paid the premium, so far not a good feeling.

Hope HP would not disappoint me.

[Rainbow23]

@mars79,

Thank you for your reply, I'll be more than glad to help you.

I understand that the issue still persists after following the steps provided in the previous interaction.

Please follow the link:  Sleep and Hibernate Issues (Windows 10, 😎

Let me know if this works.

You have a good day ahead.

[mars79]

I have tried all these options already.

Please understand that this is a brand new system as configured by HP ( factory settings) which is not working as expected. There are no additional softwares installed and no configurations changed.

[DavidSMP]

Hi @mars79,

I reviewed the post comprehensively. Thanks for all your great efforts in trying these steps. Kudos to you for that. 🙂

As you've tried all the steps, the only option left is to contact Hp phone support to get the unit serviced.

Step 1. Open link: www.hp.com/contacthp/

Step 2. Enter Product number or select to auto detect

Step 3. Scroll down to "Still need help? Complete the form to select your contact options"

Step 4. Scroll down and click: HP contact options - click on Get phone number, Case number and phone number appear.

They will be happy to assist you immediately.

If the unit is under warranty, the manufacturer’s warranty should take care of it for you.

Hope this helps.   I genuinely hope the issue gets resolved without hassles and the unit works great.   Please reach out for any issues and I'll be there to assist you. 

To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help.

 If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles

. 

Take care now and have a splendid week ahead.