HP Envy x360 Keeps Shutting Down Randomly

[ColinWakers]

Hoping someone on here can help with an issue I have with my HP laptop, 2 Months old keeps randomly shutting down, i've reinstalled everything was ok for a day or 2 then started again... Pretty frustrating, i've tried to speak to HP support but because i've brought it from Currys in the UK they said i need to speak to them, I've spoken to them and they think its a Windows Issue, I'm not so sure, the Laptop has a AMD graphics card and i'm suspecting that may be the issue ? I've made sure the laptop and the Graphics card are upto date, stil makes no difference, can happen after 30min can be nearly a full day but at some point in the day the laptop will crash, pretty frustrating... 

[Jeet_singh]

@ColinWakers,

Thank you for visiting the HP Forums! A great place where you can find solutions for your issues with help from the community! I came across your post and wanted to assist you. I understand you are having issues with your laptop shuts down randomly, don't worry as I have a few suggestions which should help you resolve this issue.

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

Have you recently made any software or hardware changes on the PC before the issue started?

Does the laptop shuts down due to overheating?

Have you checked if the laptop shuts down in Bios?

In the meantime, let's start off by performing a Hard reset on the Notebook:

Step 1: Performing a hard reset: A power reset (or hard restart) clears all information from the computer's memory without erasing any personal data. Performing a power reset might fix conditions such as Windows not responding, a blank display, software freezing, keyboard stops responding, or other external devices locking up.

Step 2: ​​​​Boot the computer into the Bios screen and check if it shuts down.

1. Turn off your computer
2. Make sure you have connected the power cable
3. Turn on your notebook, as it is starting press the  F10 button repeatedly

Once you are in the BIOS, leave the  computer in the Bios screen for a while and check if it stays ON or does it shuts down. If the laptop shuts down even in the Bios it is likely a hardware failure.

Alternatively, In such issues where the computer randomly shuts down it's always better to capture an error message with the report of why windows is crashing via a Blue screen,

However, since you haven’t captured the error code or message, as the blue screen hasn't appeared, I would request you to follow the below steps to capture and reply back with the error message/code to identify the issue and find a permanent fix:

• In Windows, search for and open View advanced system settings.
• In the Advanced tab, under Startup and Recovery, click Settings.
• Under System Failure, remove the check mark next to automatically restart, and then click OK.
• Restart the computer to apply the change.
• The computer no longer restarts automatically when a blue screen error occurs.

For more details: click here

Could you please respond to this post with the details and with the results of the troubleshooting as this will help me in further assisting you.

Eagerly waiting for your response!

that said, 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.

[ColinWakers]

I'll try the Bios shut down test in the morning, it's my laptop in work, it's not shutting down from over heating and I've made no hardware changes at all, I have updated any software that's said it's got an update. I'll let you know, thanks

[Jeet_singh]

@ColinWakers,

Thank you for replying,
Please take your time and get back to me with the results,
 
I'll be awaiting your response and would be glad to help.
 
Feel free to post your query for any other assistance as well,
It's been a pleasure interacting with you and I hope you have a good day ahead.
 
If you wish to show appreciation for my efforts, mark my post as Accepted Solution.
And click on the Purple Thumbs up icon at the bottom of my comment. 

Regards,

[ColinWakers]

HI jeet, unticking the auto restart box hasn't made any difference i'm not getting any windows error messages or blue screen nothing, tried the power restart too that hasn't made any difference. 

Whats happening like this morning is i was replying to an email the screen goes instantly black and the computer restarts... 

Will try running the laptop in bios tomorrow when i'm not in work and see if its restarted by the time i come back to work on wednesday, it can take several hours before it shuts down... 

[Jeet_singh]

@ColinWakers,

Thank you for replying,
Please take your time and get back to me with the results,
 
I'll be awaiting your response and would be glad to help.
 
Feel free to post your query for any other assistance as well,
It's been a pleasure interacting with you and I hope you have a good day ahead.
 
If you wish to show appreciation for my efforts, mark my post as Accepted Solution.
And click on the Purple Thumbs up icon at the bottom of my comment. 

Regards,

[ColinWakers]

HI Jeet, left the laptop running for around 5 hours in Bios and it was still in Bios when i got back so i presume it had not shut down during that time... 

2 days ago i had a 600mb odd update for the AMD display card and i thought it had sorted the problem out as my laptop didn't shut down at all yesterday... 

However this morning after about an hour, same as before screen goes blank and computer restarts. 

I was browsing the internet using chrome... 

The display flickers then the laptop shuts down and reboots, no blue screen, no messages nothing... 

Might have to take it back its getting a little frustrating... 

Unless you can suggest anything else... 

Cheers

[Jeet_singh]

@ColinWakers,

Thank you for replying,

After reviewing your post thoroughly, I see that computer works fine in the Bios, this explains that there is no hardware failure. More likely it looks to be an issue with the software or driver conflict.

In this scenario, I would suggest here is to ensure you have the latest bios, chipset and graphics card drivers on your PC.

Also, download and install HP support assistant on your PC. It should automatically download and install the latest updates and drivers for your PC.

Refer this link to know how to use HP support assistant.

If the computer restarts before the login screen then the next step would be to perform a system recovery using the partition available on your PC. 

Doing this will wipe off everything and set the computer back to the original factory conditions. So, please remember to back up your data before initiating system recovery. If for some reason the recovery fails. The only other way to install Windows would be to order the recovery media for your laptop and using the recovery media you can install Windows. You can check if the recovery media is available online on www.hp.com/drivers by entering the exact model no. of your laptop. To find the exact model no. click here: http://hp.care/2bygf7l

HP PCs - How to Reset Your Computer to Factory Settings (Windows 10, 8, 7)

Here's what you need to know about obtaining a recovery media for yourself: HP PCs - Obtaining HP Recovery Discs or an HP USB Recovery Drive

Otherwise, I will share you a private message with details. Please watch your inbox for more information.

Let me know if this helps!

Have a great day ahead! 🙂

If I have helped you resolve the issue, feel free to give me a virtual high-five by clicking the 'Thumbs Up' icon below,

Followed by clicking on "Accept as Solution" from the drop-down menu on the upper right corner.