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Intermittent shutdown
Symptoms
●
Shutdown during startup
●
Shutdown during operation
Possible causes
It is often dicult to troubleshoot an intermittent issue. Possible causes include the
following:
Power-related issue: defective or insucient power sources, poor connection.
OS Custom Setting: Energy Saver (Power Management).
Thermal-related issue: thermal sensors reach limits.
Hardware related issue: voltage, out-of-range current; electrical short.
Troubleshooting steps
IMPORTANT: Do not attempt to update BIOS if the computer is shutting down at startup, as
running a BIOS update could corrupt the BIOS and require a system board replacement if the
system powers down during the procedure. The computer should be stable enough to go
through several start/restart cycles without issue before attempting a BIOS update
1. Update BIOS, drivers, and rmware (4. Update BIOS and drivers on page 81)
2. Perform hard reset (8. Hard reset on page 89)
3. Perform soft reset (9. Soft reset (Default Settings) on page 90)
Power related issue
1. Verify functionality of AC adapter alone. If no functionality, test with a veried working
adapter.
2. Verify battery alone. Verify that battery is not depleted. Test battery using HP PC
Hardware Diagnostics (UEFI) tool.
3. Verify connection of power button, power cable.
OS custom settings
1. Advise users to reset power options and close all applications that are not in use,
including applications in the background.
2. Test with a conrmed working operating system to isolate custom settings by users or
any conicting applications that cause shutdown.
The sections below are intended for authorized service providers/technicians.
Thermal-related issue
1. Verify thermal condition:
a. Test fan using HP PC Hardware Diagnostics (UEFI) tool (6. HP Hardware
Diagnostics and Tools on page 82)
b. Check fan and connection. Reseat fan cable.
c. Be sure that no obstructions or dust are in heat sink fan, n, or vent.
d. Test with a veried working fan.
e. Remove old thermal compound and pads and replace with new compound and
pads.
2. Verify thermal solution:
○
Use Thermal Monitor tool (available only to authorized service providers/
technicians) to perform stress test (processor and GPU) (6. HP Hardware
Diagnostics and Tools on page 82) and verify that thermal sensors are within
limits after thermal condition is serviced.
Common issues and possible solutions 105
- Maintenance and Service Guide 1
- Safety warning notice 5
- Table of contents 7
- 1 Product description 13
- Display 7 19
- Using the hot keys 24
- Bottom 13 25
- Component 27
- (2) Product number 27
- (3) Serial number 27
- (4) Warranty period 27
- 3 Illustrated parts catalog 28
- Computer major components 17 29
- Plastics Kit 32
- Mass storage devices 33
- Cable Kit 34
- Miscellaneous parts 34
- Miscellaneous parts 23 35
- Tools required 36
- Service considerations 36
- Cables and connectors 37
- Drive handling 37
- Grounding guidelines 38
- Workstation guidelines 39
- Equipment guidelines 40
- Customer Self-Repair parts 41
- Description Spare part number 46
- Hard drive 47
- Solid-state drive (SSD) 49
- Memory modules 50
- WLAN/Bluetooth combo card 52
- WWAN module 54
- Keyboard 56
- 10. Remove the keyboard (8) 58
- RTC battery 60
- Internal base plate 61
- Heat sink/fan assembly 63
- Fingerprint reader assembly 65
- Touchpad board 67
- NFC module 68
- Smart card reader board 69
- USB/audio board 71
- System board 72
- Speaker assembly 75
- Display assembly 76
- Power button board 83
- Top cover 85
- 8 Troubleshooting guide 88
- Resources 89
- General troubleshooting steps 89
- Identify the issue 90
- 2. Examine the environment 92
- Analyze the issue 93
- Table 8-5 Boot-error codes 99
- Resolve the issue 101
- 13. Replace the system board 104
- Helpful Hints 105
- During operation 106
- Consulting with HP Service 106
- Power-on issues 107
- AC adapter issue 110
- Battery discharges too fast 112
- Burnt smell 113
- No video (with power) 113
- Blinking lights 114
- Diagnostics error messages 115
- Performance (OS) 116
- Intermittent shutdown 117
- Blue screen 118
- No wake up 121
- Unresponsive 123
- Slow performance 123
- Incorrect time and date 124
- Display anomalies 125
- Dead pixel 127
- No video (internal) 127
- No video (external) 128
- DisplayPort/VGA 128
- Touch screen 130
- I/O devices 131
- Keyboard point stick 132
- Keyboard backlight 132
- TouchPad 133
- Smart card reader 137
- Thunderbolt (TB) 139
- Read-write error 142
- Blue screen (BSOD) error 142
- Noisy hard drive 143
- Mechanical 144
- Noise (sound) 145
- Fan runs constantly 146
- Thermal shutdown (hot) 147
- Stuck power button 147
- Additional information 148
- Processor not executing code 149
- Memory module error 149
- Failure - System Board Error 150
- Error message list 153
- Bug check symbolic names 153
- Use Windows Debugging Tool 154
- Additional information 143 155
- 6. Open the crash dump le 157
- Additional information 145 157
- Lookup for Bug Check 0xC2 158
- Cable management 160
- Connector types 161
- Using Computer Setup 163
- Updating the BIOS 164
- Downloading a BIOS update 165
- 11 Backup and recovery 169
- Using Windows tools 170
- Restore and recovery 171
- 12 Specications 175
- Hard drive specications 177
- Nonvolatile memory usage 183
- Questions and answers 185
- 15 Recycling 187
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