Laptop shuts down automatically without warning

[PRACHII]

Hello,

Most recently my laptop shuts down automatically while i am working and upon connecting it to a power source and turning it on, I find out that the battery % is around 13-18%. The device shuts down without a warning.

Also I have been getting a repeated message that my device is performing on an unsupported software. My device runs on Windows 8.1 Pro and I was advised to upgrade to windows 10. However, the device did not perform well and I had to downgrade to windows 8.1 again.

Please help me about these two issues.

Thanks,

Prachi

[Echo_Lake]

@PRACHII

Thank you for posting on the HP Support Community.

Don't worry as I'll be glad to help, however, to provide an accurate resolution, I need a few more details:

• Did this happen after a recent window or software update?
• Have you made any hardware/software changes?
• What is the product number of your device? Use this link to find it: http://support.hp.com/us-en/document/c03754824
• Does the notebook shut down immediately (right after you unplug the charger)?
• Do you get any error message on your notebook (Such as Plugged in, not charging, etc.)?

While you respond to that, let's try these steps: 

Hard Reset: Follow steps from the link: https://hp.care/2GnkMa8. (do not skip any troubleshooting steps even if you feel steps are repeating)

BIOS default:

1. Turn off the computer and wait five seconds.
2. Press the Power button to start the computer and repeatedly press the F10 key to enter the BIOS setup menu.
3. On the BIOS Setup screen, press F9 to select and load the BIOS Setup Default settings.
4. Press F10 to Save and Exit.
5. Use the arrow keys to select Yes, then press Enter when asked Exit Saving Changes?
6. Follow the prompts to restart your computer. I

If the issue persists, follow next steps.

• 1. Go to Start, search for Device Manager, and open this result.
• 2. Expand batteries.
• 3. Right-click on the ACPI option (usually the 2nd option) and select delete or uninstall. Follow the prompts.
• 4. Shut down the computer. 
• 5. Disconnect the charger.
• 6. Remove the battery.
• 7. Hold down the power button for 1 minute.
• 8. Insert the battery only.
• 9. Attempt to turn the battery on.

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.

[PRACHII]

Hi Echo,

Thanks for the tips.

I will try the steps you have suggested and come back with more information

• Did this happen after a recent window or software update?

No, I have not recently updated any software or hardware.

• Have you made any hardware/software changes?

No, I have not made any hardware/software changes. The OS 10 to 8.1 downgrade happened more than a year ago.

• What is the product number of your device? Use this link to find it: http://support.hp.com/us-en/document/c03754824

I will check and let you know 

• Does the notebook shut down immediately (right after you unplug the charger)?

No, The device randomly shuts while it is unplugged. It shuts down usually when the battery level reaches around 15%. Today it shut down when the battery level was 49%.

• Do you get any error message on your notebook (Such as Plugged in, not charging, etc.)?

No, however, the device charging is unstable. It charges for a few minutes and then stops charging and again in a few seconds it starts charging again. 

Hope this provides more help to you in finding a proper solution for my issue.

Regards,

Prachi

[Echo_Lake]

@PRACHII

Thank you for posting back. 

I appreciate your efforts to try and resolve 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 back up 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. 

• Click here: https://support.hp.com/in-en/document/c04758961#AbT3to perform System Recovery (Windows 10) 
• Click here: https://support.hp.com/in-en/document/c06162205 to Use the HP Cloud Recovery Tool (Windows 10)

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.