In Progress HP Omen laptop's screen and keyboard started turning off when under strain

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mgiorgi

mgiorgi

PCHF Member
Oct 13, 2024
4
1
28
Model : HP Omen 16-xf0061nf
Windows version : Windows 11 Family 23H2
RAM : 32 go
CPU : AMD Ryzen 9 7940HS
GPU : GeForce RTX 4070 Laptop GPU

Hi,

Recently, my Omen gaming laptop started having a recurring issue that shows up under during gaming on demanding games :
  1. Screen and keyboard turn off.
  2. During this time, I get disconnected from Internet.
  3. I can give no input through keyboard, I can not turn off the computer using the keyboard power button.
  4. I can give inputs through peripherals (mouse and gamepad)
  5. Sound keeps being broadcast through peripherals.
  6. Fans keep running.
  7. This lasts for a variable amount of time, around 15 to 30 seconds. After that, the PC resumes its activity like nothing happened.
Note that I have used this PC for 2 months without any problem before this issue came up this week.

Here's what I've checked and the solutions I've tried :
  1. Checked CPU and GPU temperature, which rarely exceed 85°C and never exceed 90°C.
  2. Limited graphic settings to keep resource strain to acceptable levels.
  3. Tried gaming both on cord and off cord, issue comes up under the same conditions.
  4. Deactivated standby mode upon closing lid.
  5. Updated BIOS.
  6. Updated all drivers, using Driver Booster, GeForce experience, AMD Software and HP support assistant.
  7. Reinstalled last Windows update.
  8. Re-initialized PC to factory settings.
Re-initializing the PC to factory settings have had some benefits in mitigating the issue, but did not suppress it completely. Before re-initialization, the issue would come up for longer lenghts of times (up to 1 hour) and would repeat very frequently. Now it is more manageable.

I believe this issue started randomly and did not come with an install or an update. I seems to have been triggered only by a gaming session.

So, what's your take on this issue ? It seems to be hardware-related and linked to high workload, but what could it be ? Shutoff security when the GPU is under strain ? Insufficient power supply ? Any help would be very much appreciated !

Tell me if I can give you any more info.

Thank you !
 
Bruce said:
When you say re-initialised Windows, was that a fresh install, wiping all partitions, or a repair install?
Click to expand...
I re-initialized through the Windows 11 assistant (W+i > Parameters > System > Recovery), wiping all of my data, and reinstalling Windows through a cloud download. All softwares and data got erased from that machine.

However I did not download a fresh Windows 11 ISO and burnt it on a drive for the reinstallation (which they call a "clean install" in this article : https://www-minitool-com.cdn.amppro...-this-pc-vs-fresh-start-vs-clean-install-1939)
 
I'll also add that I don't get any display output when I plug an external monitor on my laptop during the crash.
 
mgiorgi said:
I re-initialized through the Windows 11 assistant (W+i > Parameters > System > Recovery), wiping all of my data, and reinstalling Windows through a cloud download. All softwares and data got erased from that machine.
Click to expand...

If I may chime in while Bruce is unavailable;

Once Windows has been clean installed you must then install first the MBs chipset drivers then the storage/SATA drivers and third the graphics drivers, the drivers can either come from a disk provided by the motherboard manufacturer ** or downloaded from their site and saved to a flash drive etc, this is a must and Windows should not be allowed to check for updates before it has been done as more often than not Windows installs the wrong drivers or in the incorrect order and this can cause all sorts of problems.

The reason why this procedure is so important, the chipset is what enables the MB to be able to communicate with all the hardware + are the first drivers that Windows looks for on boot.

** For OEM computers/notebooks such as Acer, Dell, HP and Lenovo etc you must only download drivers from their support page, OEMs may sometimes redirect users to a third party site such as AMD or Nvidea to obtain the latest drivers for their GPUs, this tends to be for high end gaming notebooks and desktops though.

mgiorgi said:
I'll also add that I don't get any display output when I plug an external monitor on my laptop during the crash.
Click to expand...

Did you toggle between displays using the Fn and one of the hot keys, Fn + F5 is a common combination.

Regarding what you describe as a crash;

Software such as Windows can crash and when it does crash you get a BSOD and when enabled a crash dmp is generated, programs or games when they crash can on occasion close to the desktop but the computer will still be 100% functional.

Hardware failure such as a weak power supply and/or overheating are not software related and when a computer for example suddenly turns off, freezes or the screen goes black etc the behaviour should be described as the "computer shut down unexpectedly" or froze etc and not as having crashed as the latter implies a software issue as opposed to an obvious hardware issue when described properly.

Having the correct info means that helpers will not be looking for a software issue when the problem is clearly hardware related.
 
@Bruce @phillpower2

Thank you both for your answers.

Unfortunately in the meanwhile, my laptop shut down for good and I was not able to turn it back on for 48 hours straight, so I just took it to the repair man for a thorough check.

I'll reply again on this post if/when I learn what went wrong...

Thank you again for your time.
 
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