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June 29th, 2019 14:00

17 R5, unable to restart, hangs

Hello!

I just received my 17 R5 a few days ago, and I am experiencing an odd issue with restarting the laptop. 

With a restart, all open applications shut down as expected, but the screen goes black while the FX lighting and fans remain on - forever. If shutting down the laptop fully, instead of restarting, it behaves exactly as expected. 

In the restart scenario when it hangs, the physical power button must be held down on the laptop to shut it off, and then the laptop can be boot up normally immediately afterwards.

To note, I have replaced the original primary m.2 with another (1TB addlink S70).  The original m.2 was removed completely and the new one was put in its place, in which I then used the SupportAssist OS Cloud Recovery process that is initiated from the BIOS.  (With the original m.2, I only booted it up once to confirm that laptop functioned on a basic level, ran SupportAssist and updated the BIOS, then shut down to install the new m.2.)

As such, the Win10 install is fresh from that recovery process.  All Win10 updates are installed (including trying 1903) and there are no outstanding updates within SupportAssist either.  All tests within SupportAssist passed normally also.  (As a side note, not being able to restart made all of these updates quite fun... particularly since I completed the whole process twice to double-check with a second pseudo-clean install.)

Any suggestions by chance?  While I've only had limited use of the laptop so far, everything seems to be functioning normally outside of this restart issue.

Thanks!

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