Since about a month i am experiencing a problem with my Galaxy book NP930QDB-KF6DE where once (sometimes with a few minutes delay) i disconnect the power cable the notebook freezes completely to a point where i cannot even move the mouse, draw with S-Pen, type, or interact with it in any way and the time doesn't update as well. The only way to leave this state is to hold the power button until the force shutdown takes place.
I've already checked that i have installed all Windows and driver updates, and even reinstalled Windows from an external boot media, but the issue did come back.
I managed to find one workaround though: When i disable the "Microsoft ACPI-Compliant Control Method Battery" driver the Problem ceases to exist and the system runs normally on battery, but i cannot tell the battery charge, which is pretty important when planning to use the Laptop on battery.
I could really need some help as i am running out of options what to do, or where to find further clues to solving this problem.
Hello! Thank you for reaching out! This could be a weird Windows issue glitch. I would recommend reaching out to Microsoft support also since disabling that process helped solve the issue. If they are also unable to help then this will be something that will require service. Depending on your warranty you will have a few options.
- If your device was recently purchased, you can check with your retailer on their return/exchange processes. - If you have an extended warranty you can reach out to them to have service processed. - If you're within the one year warranty, you can Private message me or one of our moderators or you can call in directly at 1-800- 726-7864 with your full model and serial number to have service setup - If you're OUT of warranty, for depot type products (Soundbars, Home Theater Systems, tablets, ect.) that require to be shipped we recommend you speak with our depot team for pricing and to have the service set up: 1-310-669-4334.
Hello! Thank you for reaching out! This could be a weird Windows issue glitch. I would recommend reaching out to Microsoft support also since disabling that process helped solve the issue. If they are also unable to help then this will be something that will require service. Depending on your warranty you will have a few options.
- If your device was recently purchased, you can check with your retailer on their return/exchange processes. - If you have an extended warranty you can reach out to them to have service processed. - If you're within the one year warranty, you can Private message me or one of our moderators or you can call in directly at 1-800- 726-7864 with your full model and serial number to have service setup - If you're OUT of warranty, for depot type products (Soundbars, Home Theater Systems, tablets, ect.) that require to be shipped we recommend you speak with our depot team for pricing and to have the service set up: 1-310-669-4334.
