HP Spectre x360 - cooling fan issue error message on first use

[M360]

Have had this laptop, i7-1165G7, 16 GB RAM less than a week and used once for 4 hours first time today for my daughters very low intensity use at school - internet and PowerPoint.

A message appeared on screen;

The system has detected that a cooling fan is not operating correctly.

Continued operation is not recommended and may cause unpredictable behavior that could result in random shutdown, data loss or possible system damage. The system will shut down in 15 seconds. To prevent shutdown and continue operation, press the Enter key now.

Her ICT department did not want to risk causing damage to the laptop so asked her not to press anything and close the laptop.

Is there something I need to do to rectify this? I was expecting that a £1,500 laptop of this specification straight out of the box to have an issue with zero use. There is no dust, nothing should need replacing, be worn or poorly connected and not sure why I should need to do any system check and update given it is new.

Appreciate some advice and hopefully reassurance that I do not need to return it for repair or even replace it with a different brand. 

many thanks

[Echo_Lake]

@M360

Thank you for posting on HP Support Community.

Don't worry as I'll be glad to help, I understand that your getting a cooling FAN error and this error indicates that a problem exists related to the heat removal system. 

To fix this error, use the following steps:

1. If you notice that the system fan spins and is blowing warm air from the computer, clean the exterior vents to remove dust buildup by blowing air through the vent openings. Do this while the computer is off. Dust can accumulate inside the vent opening and around internal cooling components, preventing the removal of heat. After the dust has been removed, try turning on the computer to see if the error goes away. if not, continue to the next step. For more information on reducing heat inside your computer, see Reducing Heat Inside the PC.
    

2. Perform a hard reset. Performing a hard reset can reset recorded thermal values in memory and enable you to use the computer again — even if only for a short time to access and save any important files before service. For information on performing a hard reset, see Use Hard Reset to Resolve Hardware and Software Issues.
    

3. In some cases, updating the BIOS may help prevent this error from occurring. For information on how to update your BIOS, see Updating the BIOS.
    

4. Have the computer serviced to clean internal components and replace the system fan if necessary? Ensure that the following items are addressed during servicing:

   • Thoroughly remove dust from all internal cooling components.

   • Ensure that wires from the system and CPU fans are connected to the motherboard securely.

   • Ensure that the system fan blades spin correctly and that the fan is not producing loud noises. If not working correctly, replace the system fan.

   • Remove the old thermal compound from integrated circuits and heat sinks, and replace with new thermal compound.

Hope this helps! Keep me posted for further assistance.
Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

[M360]

Hi thank you for your help - which is somewhat later than the original post, but still thank you for trying to help.

The laptop was 3 hours old, one should not have to clean any dust, there cannot be any.

One should not have to update BIOS, it is 3 hours old and quality control should have checked this.

I had someone from HP online take over my laptop and they checked everything and said it was faulty.

Either send it in to be repaired - not recommended when spending £1,500 for a laptop only 3 hours old, replace it free of charge for another one or buy an alternative brand.

I am currently evaluating if I replace it for another identical one - will the same issue occur? Or whether there is an equivalent laptop from another Brand that is as good or better - which I'm happy to pay less or more for.

If you have any recommendations on an equivalent competitors brand - always appreciated.

Sadly a very disappointing first experience with HP (:

[Echo_Lake]

@M360

Thank you for posting back. 

Don't worry as I'll be glad to help, in order to bring your issue to the attention of an appropriate team within HP. I am sending you a private message. Please check the mailbox icon at the top-right corner of this screen.

Hope this helps!