electrical surge on USB port

[MaximeGeorges]

Hi everyone,

Some month ago, one of my friend probably killed my HP Envy 13 (ad-003nf) by causing an electrical surge to one of its USB port. When it happened, the screen turned off immediatly, and the computer never started again. 

When I plug the power on, the LED on the start button turns on, but nothing happen, and the Charging Led remains turned off.

I tried to plug an external HDD to an USB C port which can charge an external device even when the computer is not running, and the LED on the HDD do turns on.

I guess the motherboard is dead... Can somebody confirm that ?

I also noticed that the usb port in question was no longer receiving 5V alimentation, while the other one, which was not hit by the surge, do. 

Thank you for your response !

Have a great day

[praveen196]

@MaximeGeorges Welcome to HP Community!

I understand that the laptop will not turn on.

Please perform the below steps and check.

Hard Reset:

1) Shutdown the computer.  

2) Unplug all the Adapter and peripherals connected.  

3) Remove the Battery. ( not for Built-in Battery computer ) 

4) Press and hold down the power button for 15 to 20 seconds.  

5) Plug-in the Adapter and put the Battery back into the computer if it's a (removable battery)

6) Try to turn on the computer and check, If the issue persists continue next step

Set BIOS default and restart:

1. Restart your notebook.
2. During startup, press F10 repeatedly until the BIOS menu is displayed.
3. Once the BIOS menu is displayed, press F9 to restore factory defaults.
4. Select Yes to confirm.
5. Press F10 to save changes and exit.
6. Select Yes to confirm.
7. The computer restarts using the default settings.

Please connect the laptop with an external display and check if you are getting the display.

If you are not getting the display, the issue with the hardware part.

I would suggest you contact our phone support and check for the support option. They will help you.

Here is how you can get in touch with phone support.
 

1)Click on this link - www.hp.com/contacthp/

2)Select the product type.

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

4)Select the country from the drop-down.

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

Keep us posted,

If you would like to thank us for our efforts to help you, 

Give us a virtual high-five by clicking the 'Thumbs Up' icon below, followed by clicking on the "Accept as solution" on this post, 

Have a great day!

[MaximeGeorges]

Hi, 

Thanks for the answer. The problem is on the hardware part. I run some tests with a multimeter, and I can see that the KBC is not starting when I press the button. But changing it is out of my skills.

I am going to contact the HP support 

Thanks

[praveen196]

@MaximeGeorges 

I understand your concern.

Do not worry. Please contact our phone support and check for the support option. They will help you.

We are experiencing longer than expected wait times to reach an agent due to the CoViD-19 impact and there might have been issues in you getting the expected resolution on the issue. 

Here is how you can get in touch with phone support.

1)Click on this link - www.hp.com/contacthp/

2)Select the product type.

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

4)Select the country from the drop-down.

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

Have a nice day!!