Hardware problem stack

[dssbof]

Hello HP Support,

I am located in Addis Ababa, Ethiopia, and need warranty assistance for my HP Pavilion Plus Laptop 14-ew1054TU.

• Product number: 9R276PA#AB2

• Serial number: <Please do not include the product serial number or any private information>
  

Problem: When I select Shut down, the screen turns black, but the keyboard and connected mouse remain illuminated. The laptop can remain hot and drain the battery.

I have already updated the BIOS to the latest version and reinstalled Windows, but the problem persists. I also observed that the BIOS settings/language sometimes reset after forced shutdown.

Please confirm:

1. Whether my laptop has valid international warranty coverage in Ethiopia.

2. Whether an HP-authorized warranty repair centre is available in Ethiopia.

3. If not, which nearest authorized service centre can handle this exact model under warranty.

Please advise me before I open the laptop or attempt any further firmware modifications.

[Deep_World]

Hi  @dssbof 
 
Welcome to the HP Support Community!

Thanks for reaching out!

I understand your concern , don’t worry let me check and help you with this.

Regarding your questions:

1. Based on the information available, your unit has country coverage. To verify the current warranty status and coverage details for your notebook, please visit the HP Product Warranty Check page: HP Product Warranty Check
2. Ethiopia does have HP authorized service support available. To locate the nearest HP authorized service center, please use: Find an HP Service Center

Since the issue persists even after a BIOS update and a Windows reinstallation, and you have also noticed intermittent BIOS setting resets, I would recommend that you avoid opening the notebook or attempting any additional firmware modifications until the device has been evaluated by an HP-authorized service provider.

Please use the warranty verification and service center links above to proceed with a warranty assessment. An HP-authorized technician will be able to perform the necessary diagnostics and determine whether the issue is related to hardware, firmware, or another system component.

Or you can 1) Click on this link—    https://support.hp.com/contact

2) Add or select the product, and change/select your region.

3) Enter the serial number of your device or select Let HP detect your product option.

4) Choose "other" option from the list

5) Select continue to contact option

You should see the HP phone support number or Chat option listed.

They will guide you further.

Regards

Deep_World