HP ENVY NOTEBOOK SHUTS OFF WHEN MOVED

[Gerry22]

I purchased my HP Notebook in 2015 and have never experienced any issues with it until now. I am dissapointed to say that my laptop is now shutting down immediately whenever it is picked up, moved, and set down. I have kept my laptop in excellent condiion and there are no signs of physical damage. *It has never been dropped before*. 

The shut offs started about a week ago. The first time this happened my laptop shocked me right as it shut off. It has happened several times since then just by moving it and setting it down. The last two times this happened, the laptop did not shut off immediately like before. The second to last time it shut off I was watching Netflix and the screen went black with static lines, and the computer was still running. That lasted for about 10 seconds before shutting off. The last time this happened, which was during the time I was making this messages, the computer froze for about 10-15 seconds before shutting off. 

I'm looking for advice as to how I can resolve this issue and where I can go to get it fixed. 

[Jeet_singh]

Hi @Gerry22,

Thanks for engaging in HP support Forums! This is a wonderful location to converse with the community, get assistance and find tips!  I came across your post and wanted to assist you. I understand you are having issues with the computer not booting properly. Don't worry as I have a few suggestions which should help you resolve this issue.

To provide you with an accurate solution, I'll need a few more details: 

Does the laptop shutdown right away if the charger is disconnected from the laptop?

Have you tried to use a different compatible charger and check if it helps?

Did this happen after a power surge or power outage?

Does the laptop turn on by moving the screen?

In the meantime, let's try these steps here: 

Let’s start with performing a hard reset to release any excessive static/power that could have caused the issue: 

To perform a hard reset on a computer with a removable battery, use the following steps: 

1. Turn off the computer. 

2. Remove the computer from any port replicator or docking station. 

3. Disconnect all external connected peripheral devices such as USB storage devices, external displays, and printers. 

4. Unplug the AC adapter from the computer. 

5. Remove the battery from the battery compartment. 

6. Press and hold down the Power button for about 15 seconds to drain any residual electrical charge from the capacitors that protect the memory. 

7. Insert the battery and plug the AC adapter back into the notebook computer, but do not connect any of the peripheral devices. 

8. Press the Power button to turn on the computer. 

If the computer shuts down by just moving the screen, I would suggest this could be due to display cable. I would recommend you contact HP phone support for available service related options.

HP Technical Support can be reached by clicking on the following link: http://h22207.www2.hp.com/us-en/?openCLC=true

(1) Once the support page opens please select the country in which you're located. Next, enter your HP model number on the right.

(2) 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.

(3) Once completed click the 'Show Options' icon on the bottom right.

(4) Lastly, scroll down to the bottom of the page and select 'Get the phone number.' A case number and phone number will now populate for you.

If you have any troubles, let me know and I will do my best to help!

Hope this helps, for any further queries reply to the post and feel free to join us again

Feel free to post your query for any other assistance as well,

It's been a pleasure interacting with you and I hope you have a good day ahead.

If you wish to show appreciation for my efforts, mark my post as Accepted Solution.

And click on the Purple Thumbs up icon at the bottom of my comment.

Regards,

[Gerry22]

Jeet_Singh,

Thank you for your response. Unfortunately, there isn't a removable battery on my laptop and I can't get to it unless I were to take the laptop apart. 

The laptop stays on when disconnected from the charger. I have no problems with that. And this did not happen after a power surge/outage. I keep my charger pluged into a protected power strip. 

The laptop completely shuts off immediately when I move it. For example, if I am using it in a chair and I set it down on the ground to grab something It will just shut right off. 

[Jeet_singh · Accepted solution]

Hi @Gerry22,

As I understand you have followed the steps suggested and still having the issue I would personally suggest you contact our HP phone support for further diagnosis. 

HP Technical Support can be reached by clicking on the following link: http://h22207.www2.hp.com/us-en/?openCLC=true

(1) Once the support page opens please select the country in which you're located. Next, enter your HP model number on the right.

(2) 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.

(3) Once completed click the 'Show Options' icon on the bottom right.

(4) Lastly, scroll down to the bottom of the page and select 'Get the phone number.' A case number and phone number will now populate for you.

If you have any troubles, let me know and I will do my best to help!

Hope this helps, for any further queries reply to the post and feel free to join us again

Feel free to post your query for any other assistance as well,

It's been a pleasure interacting with you and I hope you have a good day ahead.

If you wish to show appreciation for my efforts, mark my post as Accepted Solution.

And click on the Purple Thumbs up icon at the bottom of my comment.

Regards,