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Solved!

HP ENVY x360 15-ds0005ur. Fan stops as soon as display goes off

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HP ENVY x360 15-ds0005ur
Microsoft Windows 10 (64-bit)

Dear All,

I have noticed a problem on my laptop. The fan stops 2 seconds later after it's screen goes off. That causes overheat.

Touching any key or the touch pad, makes it work again at full speed trying to cool down the overheated processor. That happens even when all power options reset to default. On computers with latest Windows and BIOS software and on initial

releases they are supplied with from manufacturer. I have checked 3 computers in the shop where i bought it from.

 

Problem can easily be reproduced by following scenario:

1)  Change Screen Off to 1 minute for both  "on battery power" and "when plugged in" 

2) Start Windows Security Virus scan and choose Full scan.

3) Start the Full scan and wait 1 minute until display goes off (try to remember what was the scan progress at the time when display turned off) . As soon as the screen goes off check the light on the power button and sound of the fan.

4) Wait 5 minutes (monitoring temperature of metal covering right speaker) and then touch any key.

5) If it wakes up with increased fan speed and the scan progress moved much closer to the end, then your computer has this problem.

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HP Support Agent
HP Support Agent
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@Wirelinovets

Thank you for posting on HP Support Community.

 

Don't worry as I'll be glad to help, I have a few troubleshooting steps we could try to fix the issue:

I would suggest performing system factory reset will put the computer back to the original factory settings in this way all corrupted and outdated software will be removed. 

 

While doing the recovery there is an option to backup your personal files. If you have not previously done one now is a good time. 


Restoring Files that were Backed Up Using HP Recovery Manager (Windows )You can also contact HP support for assistance. They can remotely access your system to help alleviate difficulties: www.hp.com/contacthp/

 

The HP Cloud Recovery Tool allows you to download recovery software to a USB drive. You can use the downloaded recovery image file in order to install the Windows operating system. 

Hope this helps! Keep me posted for further assistance.
Please click “
Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

ECHO_LAKE
I am an HP Employee

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All that was tried and was not helpful. As i said above this problem had been observed on other two brand new computers in shop. So, seems like all computers of this model are faulty regardless of BIOS and software versions. Similar laptops with the Intel processor inside don't have such problem 

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@Wirelinovets

Thank you for posting back. 

 

As we have limited support boundaries in the support community as of now.

I would request you to contact our Support and our Support Engineers should be able to sort this out. HP Support can be reached by clicking on the following link:  www.hp.com/contacthp/


Please feel free to contact us here anytime you need any further assistance. Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

ECHO_LAKE
I am an HP Employee

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Tried already. They are useless 😞

All they can suggest is to update software...

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@Wirelinovets

Thank you for posting back. 

 

If it's a hardware related issue with the system fan then you need to service the computer, I would request you to reach out to our Support and our Support Engineers should be able to check the available service options in order to diagnose the computer physically. HP Support can be reached by clicking on the following link: www.hp.com/contacthp/​​​​​​​

 

Hope this helps! Keep me posted for further assistance.
Please click “
Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

ECHO_LAKE
I am an HP Employee

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I am sorry but I have made decision to return this computer back to shop. This computer is one of expensive models. I was

paying money to buy a computer, not a headache.

I have already wasted a week trying to get support or atleast make HP to notice the problem and look at the recorded logs i have submitted for diagnostics. I don't want to loose any more time.

 

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