Hp PC Hardware Diagnostics doesn't work

[Erle2]

Sorry take so long in getting back. I needed a large block of time to do the procedure you outlined, and today was the first time I could do it.

Some background – the reason I wanted to run diagnostics was because my friend’s laptop 17-e135nr (Win 8.1) was unexpectedly shutting down. No error messages, just a black screen and no power light. Booting back up generally resulted in normal operation, but occasionally the unexpected shutdown would happen again.

I did a hard reset of the battery. Then I created a new user (Admin) with administrator privileges, and then switched users to Admin.

Then I installed UEFI diagnostics from https://hp.care/2fybrkj . Then did a reboot, pressing ESC, and got the expected window. The only thing that would work is f1, System Info. None of the other function keys would do anything. Oh, well.

I then went to https://hp.care/2syreDe to download drivers and updated the BIOS F.39 Rev A. The only UEFI shown was 5.3.3.0, not 6.4.1.0 as you showed. I downloaded it anyway and installed it. Booting while hitting ESC gave the same results as above.

HP Support Assistant told me that all updates were installed, no action required.

Departing from your suggestions, I installed the Hardware Diagnostics Windows, and ran it. In running the Fast Test, when it got to the Battery Check, it seemed to stall out at the 10% point, and I had to abort the tests to get back to Windows. I went to the Support Assistant and did a battery check, and part of the way through I got an unexpected shutdown.

At this point I gave up!

[KrazyToad]

@Erle2

It looks like you were interacting with Raj1788, but he is out for the day & I'll be glad to help you out. I'm KrazyToad & I'm at your service. 

I have gone through your Post and I see that the Battery test stalls at 10% and the Notebook is still shutting down unexpectedly

At this point, I would request you to contact our Phone Support for Service Options

1) Click on this link - www.hp.com/contacthp/ 
2) Click on "Continue as guest". 
3) Enter the serial of your device. 
4) Select the country from the drop-down. 
5) Click on "Show Options". 
Fill the web-form. A case number and phone number will now populate for you.

Thank you. 

[Erle2]

KrazyToad

As you can see, I've actually had more interaction with DavidSMP on this issue.

I will try what you have suggested, however I am wondering if maybe something about the battery is bad, even though the icon in the lower right tray shows 100% charged, and the PC runs on battery alone.  There was a warning message in HP Support Assistant about the battery.  I don't remember exactly what it said.  Presently I am not at my friend's problem computer, so cannot check.  She lives several miles away from me.

[KrazyToad · Accepted solution]

@Erle2

The issue seems to be with the Battery itself. Our Phone Support can help you with the Service Options

1) Click on this link - www.hp.com/contacthp/ 
2) Click on "Continue as guest". 
3) Enter the serial of your device. 
4) Select the country from the drop-down. 
5) Click on "Show Options". 
Fill the web-form. A case number and phone number will now populate for you.

Thank you

[Erle2]

I installed a new battery and the original problem of the laptop shutting down unexpectedly has gone away.  Thanks to all of you for your help.

[DavidSMP]

@Erle2,

I read the quick reply. Thanks for keeping us posted. As @ KrazyToad is out for the day, I am responding on his behalf. Glad to know that the issue is resolved.

Take care and have a blessed week ahead. 🙂