New laptop - Windows works ok - problem with shutdown

[MIRKOSOFT]

Hi!

I got new laptop.
I power it on, all works correctly, Windows 10 too.
But sometimes Windows freezes, or when I turn down laptop cover to sleep Windows - laptop is not possible to turn off!
Last one solution is to remove AC power adapter, but I must to wait until is battery discharged - for speed up I connect to charge all mobile phones by USB.
Sometimes laptop powers off correctly.

For correction: these words are from my friend and I know not to help her.
I need to know what a problem it can be 'cause I'll meet her at Tuesday and currently it looks like hardware problem only.
Battery was not removed 'cause it needs disassemble laptop by screws - this is very wrong and she is afraid to do it.
Yet cannot to say what a model it is.
I need only simple suggestion where to find or try to find problem.
I'm not hardware expert, better is for me providing software assistance.

Thank you for suggestions and patience.
Miro

[patio]

So it's not your laptop...it's her laptop...
And when powering down it doesn't power down at all unless you unplug A/C and the battery fully discharges ? ?
That sounds highly unlikely and i don't think you have seen these things happen...just sayin.

[MIRKOSOFT]

I know that I provided less info than is possible.
I need only suggestion, no real help - anything, or any point where to look.

Thank you for your patience.
Miro

[DaveLembke]

If this computer has a cracked version of Windows 10 installed it can act weird. Just mentioning this because in some parts of the world Pirated/Cracked Windows activations are rampant and they are usually flawed in some way or another.

If she just bought the computer and it has a warranty exercise the warranty and get a healthy replacement.

Hardware issues like issues with RAM and Hard Drive can cause issues with Sleep and Hibernation malfunctioning as well, so run MEMTEST86 to make sure RAM is healthy and use a tool like Crystaldiskinfo to check the SSD or HDD health.

[MIRKOSOFT]

Thank you - sure tomorrow I do Memtest and check HDD...

Windows is original, laptop has Windows pre-installed.

But sure I do your suggested tests.

Thank you again.
Miro

[Lisa_maree]

Hi
Also I would check what background programs are running , With windows 10 you can still do ctrl alt delete then task manager. From there you can see running programs and shut these down, to see if windows is able to shut down.
Also check in add/remove programs for programs loaded since she received the laptop. programs to look for are 3rd party Antivirus programs or any thing which seems weird.
You could run msconfig from command prompt and try running windows with  Diagnostic start ticked, If everything works then it is a Windows software problem. Don't forget to set this back to normal start after checking.

There is the option of using system restore to go back to when it worked ok and check it is working correctly, then it is a matter of finding what has changed. Some times you can get this info when you select to show effected programs on the system restore page.

Also check the status of windows updates. Updates failing to install can cause shut down problems.   
 

[MIRKOSOFT]

These things will be checked surely.
I asked for anything what is not standard.
Really what I didn't know that Memtest helps.

Miro