Windows cannot completely shutdown

[airbrush]

Hi everyone,

not sure, in which board my problem fits best, so just move it, if I hit it wrong 🙂

I have a brand-new HP 17-ca1211ng and installed Win 10 1909 (it is delivered without any OS).
While (re-)installation, the neccessary restarts work without any problem, also afterwards I can shutdown and restart as used to. But after auto-install of the first updates and drivers (which also are installed through win update in this case, e. g. touchpad, wifi, ...), neither shutdown nor restart are perfomed as they should. After the "shutting down" / "restarting" screen, the screen blacks out, but the fans still are working and the power indication LED remains switched on, indicating system still is powered up.
Even in the case a restart was performed, it does not start the system again (as expected), but is caught in this state.

In both cases (restart / shutdown), I have to manually force it to be switched off with the power button, which cannot be a long-time solution (especially in case of restart, it is enoying to have to switch it off and on again, e.g. after windows updates).

When I try to load a different system from CD / USB drive, the included shutdown or restart functions are working just fine.
Also reinstalling windows leads to a working shutdown behaviour - untill the first updates are installed again ...
I even tried with Win 10 1903, which works fine as well - untill it installes the first updates / drivers again.
Sadly, Windows does not let me uninstall all of the installed updates again to test, which one causes the troubles.
Those, who are uninstallable, seems not to be the reason, because uninstallation does not fix the problem again 😞

To summerize: The hardware is fine, I guess - but either some automatically installed drivers or windows updates are crashing the shutdown & restart process (perhaps broken ACPI?).

Do you have any idea, how to fix this? Workarrounds?
Does any of you also own this notebook model and can experience the same behaviour?

Thank's so much for your help!

Best,

airbrush

[KrazyToad]

@airbrush

I have gone through your post and I understand your concerns

I suggest you download and run the HP Support Assistant from this Link: https://www8.hp.com/us/en/campaigns/hpsupportassistant/hpsupport.html?jumpid=va_r602_us/en/any/psg/p...

HPSA will automatically search for all the latest drivers for your Notebook

1. Click My devices in the top menu, and then click Updates in the My PC or My notebook pane.

   

2. Click Check for updates and messages to scan for new updates.

   

3. Review the list of updates. Updates with a yellow information icon are recommended. Updates with a blue information icon are optional.

4. Click the update name for a description, version number, and file size.

5. Select the box next to any updates you want to install, and then click Download and install.

Also ensure Windows is up to date.

Select the Start  button, and then go to Settings  > Update & security  > Windows Update , and select Check for updates. If Windows Update says your device is up to date, you have all the updates that are currently available

Keep me posted how it goes

Thank you and have a wonderful day 😊

If the information I've provided was helpful, give us some reinforcement by clicking the "Solution Accepted" on this Post and it will also help other community members with similar issue.

[airbrush]

Hi KrazyToad,

thanks for your answer.

I will try this again. But Windows is up to date and this tool was the first thing I tried when it was offered to me looking for drivers on HP webpage.

In the meantime, because I was not able to find any solution (even not while searching the web for hours ...) I started the shipping back process on ebay, where I bought it.

Sad, because I realy like this machine hardware wise, but I cannot live with that (knowing it probably isn'5 healthy for the machine itself to force a "hard shutdown" on every shutdown).

So it will go back to the seller, if I cannot find any solution the next days, even if I don't like to send back a device working hardware wise ...

In parallel, I have a HP OMEN gaming notebook (with Intel CPU instead of AMD) working fine without any problems, so it is not a general general problem with HP products or so.

I'ill keep you up to date.

[airbrush]

I found out that shutdown / restart behavior in Windows' safe safe mode works as it should.

So I guessed, the problem could be caused by the drivers installed by Windows Update and perhaps not loades in safe mode.

So I reinstalled Windows and deactivated the automatic driver update by policy.

Drivers are not installed, but nevertheless, whem first windows updates are installed (no driver is downloaded by win update, so policy is working!), Windows is not able to shutdown or restart normaly.

I have no other idea now. So I guess, the machine will be shipped back, indeed 😞

Best

airbrush

[KrazyToad]

@airbrush

Thanks for keeping me posted. Yes it seems to be an issues with drivers since in Safe Mode the drivers are not loaded.

If you are planning to keep the Notebook, I would suggest you perform a System Recovery using the Recovery Media

I recommend you contact HP Support for the Recovery Media since you had to install the OS yourself

Click on this link - www.hp.com/contacthp/ and select your Country to get the Contact details for HP Support

Thank you