Intermittent Shutdown - HP ZBook 17 G4 Mobile Workstation Maintenance And Service Manual

Intermittent shutdown

Symptoms
● Shutdown during startup
● Shutdown during operation
The sections below are intended for authorized service providers/technicians.
Possible causes
It is often difficult to troubleshoot an intermittent issue. Possible causes include the
following:
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.
CAUTION: 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.
2. Perform hard reset (8. Hard reset on page
3. Perform soft reset (9. Soft reset (Default Settings) on page
Power related issue
1. Verify functionality of AC adapter alone. If no functionality, 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, 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 confirmed working operating system to isolate custom settings by users or
any conflicting applications that cause shutdown.
Thermal-related issue
1. Verify thermal condition:
a. Test fan using HP PC Hardware Diagnostics (UEFI) tool
Diagnostics and Tools on page
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.
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)
(4. Update BIOS and drivers on page
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Common issues and possible solutions 107
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(6. HP Hardware
(6. HP Hardware