My HP Pavilion has been shutting down unexpectedly

[atjarvis]

Within the last two months, my notebook has started turning off unexpectedly.

It does not go through the 'shutting down' process and there are no prior notifications that shutdown is sheduled or required, it just 'cuts out' or switches off. It is really frustrating as I regularly lose my work.

This happens whilst running either on direct a/c power, or running off the battery.

I do not know whether this is relavent, but straight from the box the fan on this notebook has been extremely loud -by far the loudest I've ever had in a notebook.

Also when the notebook is on standby and closed, sometimes I can hear the fan kick start up again as if the hardrive is waking up.

The laptop is only one year old (April 2017), bought from high street store.

Any thoughts and support would be greatly appreciated.

[DavidSMP]

@atjarvis,

Good Day.  Thank you for posting your query in the HP community.  I read the post regarding issues with the computer shutting down randomly. I will be delighted to assist you here.

Superb description and spectacular troubleshooting and commendable diagnosis of the issue before posting. Kudos to you for that. 🙂

To assist you with accurate information I would require more information regarding this:

• Did this happen after a recent power outage or surge?

Let me keep you posted that the evidence points to a computer hardware issue and this is only an attempt to try and resolve the issue. If it does not work then the computer may need to be serviced by contacting HP phone support.

For now, try these steps:

Please perform a hard reset on the computer first by following these steps from this link: https://hp.care/2nwQ054

• Then run complete hardware diagnostics on the computer by following steps from this link: https://hp.care/2uoegKc

 And perform all the steps from the section “Run the Extensive Test (2 hours or more)”

• Now check if it shuts down. If it shuts down while running the tests then the computer has a hardware issue.
• Please run diagnostics with the charger connected.
• If any component fails, please make a note of the failure code for the failed component.
• Also, check in the bios by leaving the computer in the bios for about 6 to 8 hours with the charger plugged in.

Steps to go to the bios:

• Keep tapping the Esc key gently several times as soon as you power on the computer.
• It takes you to the startup menu.
• Then press the F10 key to go the bios. Leave the computer in the bios for about 6 hours and check if it shuts down. If it does, then the computer needs to be repaired by contacting HP support.
• If it does not shut down Then press F9 key to load setup defaults and select yes and push “enter.”
• Then press F10 to save changes and exit and boot back to windows.

If it shuts down or reports a failed component here are the steps to contact HP phone support

HP Technical Support can be reached by clicking on the following link: https://hp.care/2r9wSvP

• Once the support page opens please select the country in which you're located. Next, enter your HP model number on the right.
• Next, choose the 'Contact Support' tab at the top and scroll down to the bottom of the 'HP Support- Contact' page to fill out the form provided with your contact information.
• Once completed click the 'Show Options' icon on the bottom right.
• Lastly, scroll down to the bottom of the page and select 'Get phone number.' A case number and phone number will now populate for you.

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.

If it does not shut down in the bios, then update the bios and chipset drivers from this link: https://hp.care/2syreDe and follow the on-screen instructions. Now check for issue resolution.

Perform all these steps patiently as it is critical to resolving the issue. Good luck to you. I will keep a watch for your response.  

Let me know how it goes and you have a great day!

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 and have a blessed week ahead. 🙂

[atjarvis]

@DavidSMP

Thanks for your reply David.

I'm pretty sure the first time it happened there was not a recent power outage or surge. With the number of times it has happened since then, it has definitely not been associated with a power outage or surge each time.

Please could I confirm when in the hard reset instructions it states: "clears all information from the computer's memory without erasing any personal data", that I will not lose existing files/documents/music etc from my laptop? Would someone be advised to backup their hardrive before doing this?

Also based on my laptop model, I'm not 100% sure whether the battery in my laptop is 'supposed' to be removed or not. Is there a way of telling or would you know based on the model number in my original post?

Thanks again for your support, I'll let you know how hard reset and bios testing goes when I do it.

Best wishes

Adam

[DavidSMP]

@atjarvis,

I reviewed your quick response. It is great to have you back. Your patience and time are immensely appreciated. 🙂

The hard reset will not cause any data loss. 

The battery on the computer could be a sealed one. If it is you could skip that step of removing the battery.

But please try the other steps and check if they help. Please keep me posted and Good Luck!

Hope this helps. Let me know how it goes. 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 and have a blessed week ahead. 🙂

 Cheers!

[atjarvis]

Dear David,

Thank you for your responses.

I did the hard reset on my notebook and then ran the extensive test.

The results were:

Long Drive Self-Test: Canceled

Video Extended Memory Check: Canceled

Battery Check: Passed

IRQ Test: Passed

ROM Test: Passed

CPU Stress Test: Passed

I then restarted notebook in bios and left it for 8 hours. It did not shutdown during this time.

I loaded the setup defaults and here I am now.

Would this reveal anything do you think?

Many thanks

Adam

[DavidSMP]

@atjarvis,

I read your quick response. Thanks for the update. it is awesome to hear from you again. Your commendable technical expertise and immaculate attitude are laudable. Kudos to you for a job well done. 🙂

This opens up a new lease of life for the computer like a breath of fresh air. So it looks like a software issue as the computer diagnostics passed and the notebook did not shut down in the bios.

Please try these steps:

• Try a system restore to an earlier time before this issue started by following instructions from this link: https://hp.care/2wYMB2R  and follow the option "Restore your computer when Windows starts normally"

Now check for issue resolution. If it continues, then perform these steps:

• Update the bios and chipset drivers from this link: https://hp.care/2syreDe and follow the on-screen instructions
• Then ensure that the latest Windows updates are installed on the computer.
• Please run HP support assistant and run all the HP and Microsoft updates if found

Now check if the issue gets fixed. If it persists, then perform these steps:

• Then create a new user account as an administrator  from this link: https://hp.care/2rZfJBC
• Log into the new user account after restarting your computer.

Now check if the computer shuts down. This should resolve the issue.

• If it continues, please backup all your important data and perform a Microsoft Push-Button Reset of Windows 10 by following instructions from this link: https://hp.care/2toQrBj (HP PCs - Microsoft Push-Button Reset (Windows 10)

This should do the trick for you. Now, you've been a valued HP customer and it has been an absolute privilege to share this platform with you and a delight to work with you. Trust me I've done all I can to assist you here by keeping your best interest in mind.

I hope things work great for you.

If this helps. Let me know how it goes. 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 and have a blessed year ahead. Say healthy and smile big 🙂

 Cheers!