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01-27-2017 09:58 AM
I'm not sure if this is Windows 10 32bit or 64bit
I've had computer a couple of weeks now. It worked fine until a couple of days ago. If I leave it for a couple of hours, it shuts itself off. Aggrevating Please help !!
01-28-2017 08:13 AM - edited 01-28-2017 08:41 AM
Thanks for reaching out! This is a great location to get resolutions and interact with experts from the community. IA very good day to you. I understand that you require assistance regarding the computer shutting down after some time. It will be a delight to assist you here.
Spectacular effort. Brilliant diagnosis of the issue before posting. You’ve done an amazing job here. Kudos to you on that score.
You are a valued HP customer and we appreciate you greatly for doing business with HP. I have reviewed the situation and it is paramount that we address your issue. Thank you for giving us the privilege to assist you on this platform.
First off, the could have a hardware issue and may need to be serviced. We need to isolate the issue correctly.
I would require more information regarding this to assist you better.
Did the unit start shutting down after a software or windows update?
Please provide the complete model# of the unit.
Please perform these steps:
Leave the computer in the bios outside of windows for about 3 or 4 hours and check if it shuts down. If it does, then the issue is hardware related and the unit needs to be sent in for repair to be serviced.
Steps to go to the bios:
- Then please go to the bios page and load bios defaults.
- To do this, please keep tapping the Esc key gently several times as soon as you power on the computer.
- It takes you to the startup menu.
- Then press the F10 key to go the bios.
To get the unit serviced you need to contact HP phone support by following these steps:
Step 1. Open link: www.hp.com/contacthp/
Step 2. Enter Product number or select to auto detect
Step 3. Scroll down to "Still need help? Complete the form to select your contact options"
Step 4. Scroll down and click: HP contact options - click on Get phone number, Case number and phone number appear.
They will be happy to assist you immediately. As the unit is new and under warranty, repair services will be taken care of by HP. Do not get perturbed by this. We will always stand by our product.
Also, if the unit is new and purchased directly from HP, you get a 30-day return window to exchange the product for a replacement by contacting HP shopping via this link: http://store.hp.com Please select the country and the phone number is listed on that website. You need to dial that number to get this done.
If it does not shut down in the bios, please ensure to run complete system diagnostics to eliminate hardware failure from this link: http://support.hp.com/in-en/document/c03467259
Follow the option “Testing using HP PC Hardware Diagnostics (UEFI)” It takes about 2 hours to run.
If any component fails it generates a failure code. Please make a note of it and contact HP phone support to get the unit serviced. Do the same if the computer shuts down while running these diagnostics.
Hope this helps. Let me know how this goes. I genuinely hope the issue gets resolved without hassles and the unit works great. Please reach out for any issues and I'll be there to assist you.
To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help.
If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles.
Take care now and have a splendid week ahead.
I am an HP Employee