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‎11-04-2022 04:02 AM

HP Recommended
Product: HP Spectre x360 13.5 inch 2-in-1 Laptop PC 14-ef0000 (3Y838AV)
Operating System: Microsoft Windows 11

A few weeks ago, my two months old (!) notebook could not be switched on anymore and could not be charged anymore. I tried everything, looked in the internet, finally called support and the conclusion was that the battery was defective. Since spare parts were not available and repair could be done after four weeks only, I was effectively forced to buy a new notebook. I am still waiting for the repair.

Last week, my son's school notebook (not HP, but Dell) had been repaired for some problem and when he tried to switch the notebook on, he could not, neither could he charge the battery. Sounded too familiar, si I told him to switch the notebook again in the morning and have it repaired (it's leased). When he came back from school, I asked how it went. He then told me that the problem had disappeared overnight, because when they tested it, the battery simply started charging and the notebook could be switched on without any problem.

My HP notebook has been laying around for a few weeks now. And because of this, I decided to try whether the notebook would charge now and could be switched on. To my huge surprise, the orange battery light switched on when I plugged the cable in. And when I puched the power butten, the notebook switched on as if nothing had happened.

 

This chain of events cost me a multitude of the costs of my almost new HP notebook, because of unbillable working hours (and the new notebook, of course).  And I found out that n-1 redundancy can be not enough.

 

Is there an explanation for the behavior of these two notebooks? The laptop (HP Zbook 15 (G1)) that had a broken fan, three months ago, which led me to buy the Spectre notebook, never had this problem. Is it a common feature of the newest generation of notebooks? Is there a way to speed up the 'spontaneous' recovery? 

Category:
12 REPLIES 12

‎11-05-2022 02:16 AM - edited ‎11-05-2022 02:16 AM

HP Recommended

Hello @whiterabbit64 

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

 

Let me check your basic system configuration before we dive deeper ...

 

(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

BaseBoard Product

BaseBoard Version

 

(2) Start Windows <Device Manager>

- Expand <Other devices> ? (Those entries are for hardware for which Windows has not loaded a suitable driver)

- Expand <Disk drives>

- Expand <Display adapters>

- Expand <Network adapters>

- Expand <Sound, video and game controllers>

- Expand <Storage controllers>

--->>> Send screenshot

 

(3) Please report your results

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‎11-07-2022 04:01 PM

HP Recommended

msinfo32msinfo32device managerdevice manager

It's in Dutch, but I don't expect that to be a problem, since the icons are the same everywhere.

There was no category 'other devices / overige apparaten'.

The first thing I did with the notebook was to update Windows 11 to the latest version and it is kept up-to-date automatically.

The last action before the problem occurred was to close Windows 11 normally. As far as I could see, it closed normally.

BR

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‎11-08-2022 06:13 AM

HP Recommended

Hello @whiterabbit64 

 

(1) Create Windows system <restore point>

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

 

(2) Download and install / update

Intel Chipset Installation Utility and Driver

10.1.19159.8331 Rev.B0.8 MBOct 25, 2022Download

 

(3) Restart Windows

(4) Download and install / update

Intel Gaussian and Neural Accelerator Driver

3.00.00.1457 Rev.B0.8 MBOct 25, 2022Download

Intel Image Process Unit Driver

63.22000.3.8595 Rev.B77.8 MBOct 25, 2022Download

Intel Innovation Platform Framework Processor Participant Driver

1.0.10705.25772 Rev.A38.0 MBAug 5, 2022Download

Intel Management Engine Interface (MEI) Driver

2220.3.1.0 Rev.B13.9 MBOct 25, 2022Download

Intel Platform Power Management (PPM)

1001.20211217 Rev.B0.8 MBOct 25, 2022Download

Intel Serial IO Driver

30.100.2212.4 Rev.B1.0 MBOct 25, 2022Download

Intel High-Definition (HD) Graphics Driver

30.0.101.1934 Rev.A522.5 MBMay 10, 2022Download

ELAN Fingerprint Sensor Driver

3.2.12401.10301 Rev.B1.4 MBOct 25, 2022Download

Intel Human Interface Device (HID) Event Filter Driver

2.2.1.386 Rev.B0.8 MBOct 25, 2022Download

Intel Integrated Sensor Solution Driver

3.1.0.4572 Rev.B0.9 MBOct 25, 2022Download

Synaptics Precision Touchpad Filter Driver

19.5.35.82 Rev.B5.7 MBOct 25, 2022Download

 

(5) Restart Windows

(6) Test again

(7) Follow next post

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‎11-08-2022 06:15 AM

HP Recommended

Hello @whiterabbit64 

 

(1) Download and install

HP Support Assistant (Microsoft Apps Store)

or

HP Support Assistant 9.19.52.0

 

(2) Start <HP Support Assistant>

- Run <Battery Check>

- Click on <Show advanced information>

--->>> Send screenshot

 

ub6424_0-1667913272675.png

 

(3) Please report your results

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‎11-08-2022 06:16 AM

HP Recommended

Hello @whiterabbit64 

 

(1) Test your hardware Using the HP PC Hardware Diagnostics (UEFI)

--->>> Perform Extensive Tests

https://support.hp.com/us-en/document/ish_2854458-2733239-16

See section <Running HP PC Hardware Diagnostics UEFI tests when Windows doesn't start>

 

See how it works:

https://www.youtube.com/watch?v=14GKIpGPNRM

 

(2) Please report your results ( error messages, take pictures )

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

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‎11-08-2022 09:53 AM

HP Recommended

Will do so later tonight. Could you explain just a little bit what and why I am doing when I follow your list? I notice that these versions are from 25 October. My logfiles show that my system broke down 23 or 24 October, but not why (as far as I can see). There were a few errors and some warnings, but they occurred in the days before as well. Back later…

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‎11-09-2022 01:42 AM

HP Recommended

After (2), there was no message whether the install had succeeded or not.

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‎11-09-2022 08:43 AM

HP Recommended

So far, all updates with no obvious peculiarities.

 

screenshot3.png

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‎11-09-2022 09:31 AM

HP Recommended

Hello @whiterabbit64 

 

Battery looks good, please use your battery and report back.

 

ub6424_0-1668011479709.png

 

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