Tab shuts down abruptly

[AgnesPaul]

 Tab shuts down abruptly at 19% battery and while watching videos is it battery or virus issue? It also seems to be heating up a little while it gets shut down.

[Jeet_singh]

Hi @AgnesPaul,

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I understand you are having an issue with your HP Stream 8 tablet shutting down abruptly. Don't worry as I a few suggestions which should help to resolve this issue.

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

Is the tablet overheating when it's connected to the charger?

Are you using the HP charger or a different one?

is the device completely powering off, or is the screen doing what it's supposed to and going into hibernation to save battery charge?

When try to wake it up does it show the HP logo and reboot, or are you immediately back at the launcher screen?

Let's start by performing a Hard reset on the tablet.

1. Turn off the computer.

2. Remove the computer from any port replicator or docking station.

3. Disconnect all external connected peripheral devices such as USB storage devices, external displays, and printers.

4. Unplug the AC adapter from the computer.

5. For most notebooks, press and hold the Power button for 8-10 seconds. If your notebook is listed in the table, use the instructions specific to your computer.

Run the System diagnostics test from F2 (Please remember to capture the failure ID for further assistance).

If the issue persists, I would suggest next step would be to perform a factory reset on the tablet, using this link.

For more details, please follow the steps suggested in the support document for - Click here

Here's a related HP Forum post which has helped other's: Click here

Please respond to this post with the result of your troubleshooting. I look forward to hearing from you. 

If you wish to help others looking for the same solution as you've found, mark the post as Accepted Solution.

If you wish to show appreciation for my effort, please click the Thumbs up icon at the bottom of my comment.

And I Hope you have a good day, Ahead.

Regards,

[AgnesPaul]

Thank you Sir for your time and effort, Well to start with, As soon as it shuts down and I switch it on, it shows the hp logo. Besides a few days back I had gotten locked out when it suddenly shut down and to retrieve it , I had to format my entire tab as a part of the trouble shoot. Yes it does get heated up a little. But I see that it usually shuts down while I am shopping online or am half way through a video.

[The_Fossette]

Hi @AgnesPaul,

 I am the The_Fossette. It looks like you were interacting with @Jeet_singh, but he is out of the office today so I'll take over from here.

I recommend you reset the tablet and check if it helps. Follow the steps in the below article to perform a reset.

http://hp.care/2nZeC4o

Let me know how it goes and you have a good day ahead.

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!

Cheers!

[Flying_Kiwi]

If you have HP Support Assistant installed, it'd be worth running the Battery Checking utility within this program just to see whether the battery passes. My Stream Tablets do use up the last part of their battery charge very quickly - particularly my Stream 7 but you should still get a warning before it shuts down - by 'abruptly' I'm assuming it just shuts down windows or is it even worse with the screen going black and immediate power off?  If any of the power settings have been changed, make sure thats not the cause of the unwanted shutdowns as well.

[AgnesPaul]

No, I receive no such warning. While it is working, it just goes black i.e. power off without any warning, not even the shutting down logo.. I then have to switch on using the power button.

I have tried the reset option earlier, doesn't seem to help either.

[Flying_Kiwi]

It does very much seem like either a virus or malicious software at work or a hardware problem then and my first hardware suspect would be the battery. Even without installing HP Support Assistant, HP Stream Tablets also have PC Hardware Diagnostics built in which you can access from powering on the tablet while the volume decrease button is held down - then hold down the power button. This will bring up the start menu and you can choose the System Diagnostics option by pressing the F2 on-screen button. If you then tap component tests -> power -> battery the next button allows you to run the test. At the end of the test, there's a button which gives you battery details. Does everything pass?

Do you get this random power off behaviour if you use the tablet permanently connected to the charger?

Is there anything you can think of that tends to change the frequency of occurence or that makes the problem more likely to occur eg different temperatures, movement or vibration of the device, pressing a button or connecting the charger/microUSB cable, length of usage since the battery was fully charged etc?

There are lots of other tests available in HP's PC Hardware Diagnostics so it'd also be worth running more comprehensive tests if the battery test draws a blank.

[Edit] Having just re-read the whole thread I realise this occurs at 19% battery charge - is this the only time it occurs ie if you keep the battery charged above this or keep the charger connected, does it work reliably? I also realised HP PC Hardware Diagnostics was suggested earlier on but you haven't commented on how using that has worked so far... awaiting those results.