cancel
Showing results for 
Search instead for 
Did you mean: 
This topic has been archived. Information and links in this thread may no longer be available or relevant. If you have a question create a new topic by clicking here and select the appropriate board.
Highlighted
New member
1 0 0 1
Message 1 of 2
597
Flag Post
HP Recommended

My brand new hp laptop keeps resetting itself

Envy x360 Convertible
Microsoft Windows 10 (64-bit)

My brand new HP laptop keeps resetting itself. The most recent occasion caused me to lose work.

 

There is no warning message or updates processing that I can see. There seems to be no consistency in terms of battery level (last time it was at 18%).

 

I bought it less than 3 weeks ago for and rely on it to do work. Should I return it to the shop?

 

I'm very unimpressed with this and need it resolved asap. I have 5 days left to return it to the shop and get a full refund and will not hesitate to do so.

1 REPLY 1
Highlighted
HP Support Agent
HP Support Agent
12,360 12,338 1,165 2,426
Message 2 of 2
564
Flag Post
HP Recommended

My brand new hp laptop keeps resetting itself

Hi @andylow,

 

Welcome to the HP forums! It is a great way to engage, post questions and find resolutions by working with specialists in the HP community. I read your post about the computer restarting on its own randomly with no consistency in battery levels. I’ll be delighted to assist you with this.

 

At the outset, we greatly appreciate you for doing business with HP and you are a valued HP customer. It is paramount that your issue is addressed quickly. I take it as a privilege to share this platform with you.  We need to diagnose correctly to being  hardware related or not.

  • Does it keep restarting with the charger plugged in?
  • How long does the battery usually last before it restarts?
  • Have you run the complete system diagnostics with the adapter plugged in?

We also need to determine if the issue is with the computer or its battery.  First off, please do a hard reset. Steps:

  •  Power down the computer and unplug the charger. Then remove the battery only if it is a removable one.
  • Hold down the power button of the unit for 15 seconds to discharge static electrical charges inside the machine.
  • Replace the battery and reconnect the charger. Try to power on the computer.
  • Please update the bios from http://hp.com/drivers 

Then visit this link for further troubleshooting: http://support.hp.com/us-en/document/c03413399

Please visit these links for battery issues: http://support.hp.com/us-en/product/hp-envy-15-u000-x360-convertible-pc/6944194/document/c04700771/

Link 2: http://support.hp.com/us-en/product/hp-envy-15-u000-x360-convertible-pc/6944194/document/c00259897/

 

I genuinely hope the issue gets resolved without hassles and the computer works great and stays healthy for a long time. Hope this helps. Please let me know how this works. To simply say thanks, please click the "Thumbs Up" button to appreciate my efforts. If this helps, please mark this as “Accepted Solution”.

Take care now and have a super week ahead.

DavidSMP
I am an HP Employee

0 Kudos
This topic has been archived. Information and links in this thread may no longer be available or relevant. If you have a question create a new topic by clicking here and select the appropriate board.
† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the Terms of Use and Rules of Participation