HP Envy x360 Convertible shuts down

[jec3]

I have the computer and have experienced the same issue 3 times, every time it occurs after a Windows update. The first two times, I called HP support who fixed the problem through remote access (although it took 3 different attempts). I have adjusted the power settings through control panel, as suggested, numerous times with no results. The computer shuts down whenever I close the lid, or leave it for more than 5 minutes no matter how I change the power settings. Is there another solution or do I have to go through hp remote access help everytime I get a windows update?

[Raj1788]

@jec3

Thank you for joining HP Forums. 

This is a great place to get support, find answers to your technical queries.

I understand that you are in need of support. Need not to worry I'll be glad to assist you.

When was the computer working for the last time?

However, let's follow Using the Power troubleshooter to fix problems

Use the Windows Power troubleshooter to automatically adjust the computer power timeout settings.

To run the Power troubleshooter, complete these steps:

1. In Windows, search for troubleshoot and open Troubleshoot in the search results.

   In the right pane, scroll down and click Power.

   Figure : Opening the Power troubleshooter

   

2. Click Run the troubleshooter to find and fix problems with the power settings.

   Figure : Running the Power troubleshooter

   

3. When the detection process is complete, a recommended resolution displays.

   You can select Apply this fix to apply the recommended fix, or select Skip this fix to continue troubleshooting without applying the fix.

   Make your choice and follow the on-screen instructions.

   Figure : Example of suggested fix

   

Changing power button and lid settings

You can save power by specifying what the computer does when you close the lid or when you press the power button.

• Depending on the setting you specify, pressing the power button causes the computer to do one of the following: Do nothing, Sleep, Hibernate, or Shut down.

• Depending on the setting you specify, closing the lid causes the computer to do one of the following: Do nothing, Sleep, Hibernate, or Shut down.

1. In Windows, search for and open Control Panel.

   Figure : Opening Control Panel

   

2. In Control Panel, search for Power, and then click Choose a power plan in the Search results.

   Figure : Choosing a power plan

   

3. In the left pane, click Choose what the power buttons do or Choose what closing the lid does.

   Figure : Power button and closing the lid options

   

4. To change settings for the power button, the sleep button, or the lid when it is closed, click the settings and select the desired settings for use when using the battery or when the computer is plugged in. Then click Save changes.

   Figure : Changing power button and lid settings

   

Keep me posted,

For I shall follow-up on this case to ensure the concern has been addressed, 

And your device is up and running again, 

If the information I've provided was helpful, give us some reinforcement by clicking the solution and kudos buttons, that'll help us and others see that we've got the answers!

Good Luck.

[jec3]

The computer was last working properly about 3 days ago. I have tried your suggestion dozens of times, with no luck. My settings are correct, but the computer still shuts down everytime it is set to sleep only. When I use the troubleshooter, it tells me each time that the time before the computer sleeps is too long and fixes it. This does not change anything. The computer continues to shut down each time instead of sleeping.

[Raj1788]

@jec3

Thanks for the reply.

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

Could you please help me with the operating system of your computer, so that we can restore the computer to the last working day of the computer.

However, you can use this link: https://hp.care/2wYMB2R and follow Restore your computer when Windows starts normally in the document if you are using Windows 10, 8.

Keep me posted, how it goes.

Have a great day!

Cheers:)

[jec3]

I have an HP Pavilion x360 m3 running Windows 10 Version 1709. As you suggested, I tried a System Restore for April 19 which was several days before the problem occurred the most recent time, but it did not fix it. After the restore, I closed the lid and the computer still shut down completely instead of going to sleep. The first two times this happened, approximately 6 months ago, I was still using Windows 10, but earlier versions.

[MKazi · Accepted solution]

@jec3

Thank you for your reply. 

As @Raj1788 is out of the office today, I'm replying to you. 

I truly appreciate your efforts and patience. 

I suggest you to update the BIOS on your laptop. The BIOS update can be found via this link: https://hp.care/2B3MVQS

NOTE: Please have the charger connected to the laptop while updating the BIOS. Because the BIOS update must not get interrupted due to the battery draining out. 

In case the laptop continues to power off when the lid is closed then let us repair the Windows operating system and check how it goes. The following steps will help:

Corrupt Windows system files can slow down the computer and cause other problems. System File Checker (SFC) is a utility in Windows that scans for corrupted system files. If SFC finds a problem, it tries to replace the problem files from a cached version on your computer.

If System File Checker cannot replace the corrupt files, use the Deployment Image Service and Management Tool (DISM). DISM checks the corrupted files, then downloads and replaces the files through Windows Update.

Use the following instructions to run System File Checker.

1. In Windows, search for Command Prompt. In the search results, right-click Command Prompt, select Run as administrator, then click Yes.

2. In Command Prompt, type sfc /scannow. Make sure to include the space between sfc and the forward slash /.

   Figure : Running System File Checker

   

3. Press Enter, then wait while System File Checker scans for corrupted files.

   When the scan completes, the results display on the screen.

   • If the file checker found and replaced any corrupted files, restart the computer, then check the performance.

   • If the file checker did not find any corrupted files or found corrupted files but could not replace them, then go to the next step.

4. If System File Checker finds corrupted files but cannot replace them, use the Deployment Image Servicing and Management (DISM) tool. DISM checks the corrupted files, then downloads and replaces the files using Windows Update.

   In Windows, open a web browser.

5. In Windows, open a web browser.

      NOTE: You need to be connected to the Internet to use DISM.

6. In Windows, search for Command Prompt. In the search results, right-click Command Prompt, select Run as administrator, then click Yes.

7. In Command Prompt, type dism.exe /Online /Cleanup-image /Restorehealth. Make sure to include the space before each forward slash / in the command line.

   Press Enter, then wait while DISM works. This might take several minutes.

   Figure : Running DISM

   

8. If DISM finds corrupted files, it replaces them using Windows Update. If this occurs, after DISM is finished, restart your computer and see if the performance has improved.

Finally, you may perform a Microsoft Push Button Reset if the issue persists: https://hp.care/2toQrBj

This repairs your computer by reinstalling the operating system. This can be done either while preserving your personal data and customizations, or removing all your personal data.

I genuinely hope the issue gets resolved without hassles and the unit works great. Let me know the outcome.

Good luck! 🙂

[jec3]

Thanks for your advice. Updating the BIOS seems to have fixed the problem.

[MKazi]

@jec3

You're most welcome. 🙂

I'm glad that by updating the BIOS, the issue is now resolved and hope it remains that way.

I once again thank you for your commendable patience and efforts,

Take care!