HP Elite Dragonfly 13.5 Maintenance and Service Guide - Page 93

Intermittent shutdown, Troubleshooting guide

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● There is a conflict between applications. Make sure that all the necessary device drivers are installed. If an operating system other than the factory operating system is installed, check whether the operating system is supported and the application is certified for the version of the operating system. Intermittent shutdown Use this information to troubleshoot shutdown issues. Table 6-19 Issues, possible causes, and fixes Items Procedures Symptoms ● Shutdown during startup ● Shutdown during operation Possible causes It is often difficult to troubleshoot an intermittent issue. Possible causes include: Power-related issue: defective or insufficient 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 1. Update BIOS and drivers. (4. Update BIOS and drivers on page 62) 2. Perform hard reset (8. Hard reset on page 68) 3. Perform soft reset (9. Soft reset (Default Settings) on page 69) Power-related issue 1. Verify functionality of AC adapter alone. If it does not work, test with a verified 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 and 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 confirmed working operating system to isolate custom settings by users or any conflicting applications that cause shutdown. The following steps are for authorized providers or 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 62) b. Check fan and connection. Reseat fan cable. c. Be sure that no obstructions or dust are in heat sink fan, fin, or vent. d. Test with a verified working fan. 84 Chapter 6 Troubleshooting guide

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●
There is a conflict between applications.
Make sure that all the necessary device drivers are installed.
If an operating system other than the factory operating system is installed, check whether the operating
system is supported and the application is certified for the version of the operating system.
Intermittent shutdown
Use this information to troubleshoot shutdown issues.
Table 6-19
Issues, possible causes, and fixes
Items
Procedures
Symptoms
●
Shutdown during startup
●
Shutdown during operation
Possible causes
It is often difficult to troubleshoot an intermittent issue. Possible causes include:
Power-related issue: defective or insufficient 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
1.
Update BIOS and drivers. (
4. Update BIOS and drivers
on page
62
)
2.
Perform hard reset (
8. Hard reset
on page
68
)
3.
Perform soft reset (
9. Soft reset (Default Settings)
on page
69
)
Power-related issue
1.
Verify functionality of AC adapter alone. If it does not work, test with a verified 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 and 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 confirmed working operating system to isolate custom settings by users or
any conflicting applications that cause shutdown.
The following steps are for authorized providers or 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
62
)
b.
Check fan and connection. Reseat fan cable.
c.
Be sure that no obstructions or dust are in heat sink fan, fin, or vent.
d.
Test with a verified working fan.
84
Chapter 6
Troubleshooting guide