Computer restarts when I use the screen prompt to shutdown

[Zoe713]

I have done malware and virus scans, and both came up clean. I have done hardware scans that have come up clean. I have booted up in safe mode, which seemed to stop the issue. I did a clean boot, but it didn't fix the issue. The clean boot actually shut off a bunch of items that I had to go in an manually restart. I have updated all of my drivers and my OS. I usually log out of the user, then use the icons on the screen to shut down. Every time I do this, my computer automatically restarts. When I tell my computer to shutdown in Administrative CMD, it restarts.  I have tried every command for shutdown including different timed settings, but nothing is changing. The only time it shutdown when prompted through a mouse click was in safe mode. I cannot identify the problem though. I have spent the last 2 weeks doing a hard shutdown with the power button on the side of the computer, but I know this is more likely to cause other issues. Does anyone know what else to do?

[ub6424]

Hello @Zoe713 

Sorry to hear that you are having problems ... I would like to help you.

Let me check your current system configuration.

(1) Run    msinfo32

- Select <System Summary>:

--->>> Copy/screenshot/paste following key/value pairs:

OS Name

Version

System Model

System SKU ( equals HP product number (p/n) )

Processor

BIOS Version/Date

(2) Please report your results

[Zoe713]

OS: Windows 11

Version: 10.0.22621 Build 22621

Model: HP Envy 360 Convertible 15m-ds0xxx

sku: 7UP36UA#ABA

Processor: AMD Ryzen 7 3700U

BIOS: AMI F.21 11/5/20

[ub6424]

Hello @Zoe713 

(1) Create Windows system <restore point>

How to Create a System Restore Point on Windows 10 or Windows 11

(2) Download and install BIOS Update

HP Notebook System BIOS Update

F.25 Rev.A

14.4 MB

Sep 5, 2022

Download

Why should you install the update ?

https://support.hp.com/us-en/document/ish_4123786-2338478-16

Quote: "

Updating the BIOS is recommended as standard maintenance of the computer. It can also help resolve the following issues:

• An available BIOS update resolves a specific issue or improves computer performance.
• The current BIOS does not support a hardware component or a Windows upgrade.
• HP Support recommends installing a specific BIOS update.

"

(3) Reboot

(4) Let BIOS be installed until it's completely done !

(5) Download and install from Microsoft Apps Store

HP PC Hardware Diagnostics Windows

or

HP PC Hardware Diagnostics Windows v1.8.2.0

(6) Run <HP Diagnostics for Windows>

- Perform <all> tests

(7) Please report your results ( error messages, take screenshots )

( if serial number, device id, UUID, System Board CT Number is displayed, please blur )

[Zoe713]

I have gone through these instructions 3 separate times. I download and run the executable file. I go through the install wizard. I restart my computer and do nothing until the wheel stops turning. I run the diagnostics. No problems are found. I go back and look at my bios version and it is exactly the same one that I posted before. All 3 times were the same result. No errors, no issues that I can find except my computer still reboots when I shutdown. Any ideas why the install isn't taking?

[ub6424]

---

@Zoe713 wrote:

I have gone through these instructions 3 separate times. I download and run the executable file. I go through the install wizard. I restart my computer and do nothing until the wheel stops turning. I run the diagnostics. No problems are found. I go back and look at my bios version and it is exactly the same one that I posted before. All 3 times were the same result. No errors, no issues that I can find except my computer still reboots when I shutdown. Any ideas why the install isn't taking?

---

Perform the full Bios update in the following order:

F.22 Rev.A

Jan 08, 2021

13.9 MB

Download

F.24 Rev.A

May 12, 2022

13.9 MB

Download

F.25 Rev.A

14.4 MB

Sep 5, 2022

Download

[Zoe713]

I have done each one in turn. I go through the prompt shown (3 pictures, I only did SS of the last one), but then nothing else happens. A green bar quickly runs, then nothing. That's when I'm doing a reboot. I still have the 2020 version. I feel like something else is supposed to be happening with the install, but the box goes away after 1 green bar.

[ub6424]

Hello @Zoe713 

Which files and folders are located in

c:\SWSetup\sp142353

[ub6424]

Hello @Zoe713 

Please report back

Kind regards

[Romio455]

Hi @Zoe713

I had the same issue. A full week long.

For me, it works to make the following steps:

1. Open the Windows Searchbar

2. Search for "core isolation" 

3. Deactivate the memory integrity

4. Restart the PC as recommanded

Hope, it will help you too. 

Best regards 

Romio