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‎03-31-2024 08:40 AM

HP Recommended
Product: OMEN by HP 16.1 inch Gaming Laptop PC 16-xf0000 (758R4AV)

I always have my laptop hooked up to an external monitor. The other day while playing Dragons Dogma 2 on my external monitor and watching Youtube on my laptop screen they both flashed black. Then my external monitor came back on but my laptop screen was still off and also the keyboard and touch pad switched off. 

 

I turned the laptop off and then couldn't boot up the laptop due to the keyboard being switched off. I unplugged the laptop charger and waited a few minutes then it switched on again.

 

I thought it might be a one time thing so I plug my monitor in again and start gaming again for it to happen to me again. But this time the laptop would not come on at all. It was 11pm so I decided to leave it until the morning.

 

So this morning I get it working again and decide to try playing a game again and once again the screen and keyboard switch off the but the monitor stays on. I decided to restart the laptop and then hit ESC as the laptop is booting up to try and run a diagnostic. But the screen and keyboard switched off while it was running the diagnostic!

 

With no way to get out of the diagnostic I closed my laptop and opened it again which brought back the keyboard and screen so I quickly exited the test in case I can't get out again.

 

Is this a hardware of software issue? I want to wipe my laptop clean and start again but I'm worried if my laptop will become unresponsive while the laptop is resetting.

 

My laptop has a 4070 8gb, AMD 7840HS & 32gb Ram.

Category:
13 REPLIES 13

‎03-31-2024 09:31 AM

HP Recommended

Does it only happen when you have it connected to an external display?


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‎03-31-2024 09:34 AM

HP Recommended

It sometimes happens when my laptop isn't hooked up to the external monitor. It seems to be playing video games that will almost guarantee it to happen

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‎03-31-2024 09:38 AM

HP Recommended

Try running the HP PC Hardware Diagnostics system test with the external display disconnected.

Run the video test, memory and the hard disk test.

 

Does it only happen when you are using the discrete video solution?

Try using the on chip Intel HD video.


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‎03-31-2024 10:12 AM

HP Recommended

Do you mean the diagnostics you run when pressing ESC as the laptop boots up? cause I've done that already and everything passed except "onboard video" or something along those lines. It said the onboard video isn't there. This is also doing it without the monitor being plugged in.

 

While running the diagnostics my laptops screen went off again and the keyboard too. Closing the laptop and opening it brought it back on though.

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‎03-31-2024 10:15 AM

HP Recommended

"I've done that already and everything passed except "onboard video" "

That means that your video has a problem that is causing system issues.

 

There should be a diagnostic error code that went with that onscreen error.

 

Is your laptop still in warranty or do you have a Care Pack?

I hope you do.


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‎03-31-2024 10:43 AM

HP Recommended

1000008986.jpg

 

I ran the test again this is the results. My laptop is still in warranty I bought it back in Oct 23. So you think its a hardware issue and not something a full reset will fix?

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‎03-31-2024 01:33 PM - edited ‎03-31-2024 01:37 PM

HP Recommended

That unit is slow or unstable is definitely a sign of hardware issues.

 

It could be a memory, power or video module issue.

 

The onboard video is not available is a strange one error message.

 

Have you tried  going to Component tests and running the video test?

 

I would take advantage of the warranty, start a warranty case. Provide all of the information you have provided me and send it in for repair.

 

I will return to this post and provide a link for  warranty information. You will need to provide the serial number

Open the HP Support Assistant and go to the warranty section.

 

Here is the link

https://support.hp.com/us-en/document/ish_1997147-1360222-16


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‎03-31-2024 01:36 PM

HP Recommended

Thanks if you could provide the link that would help a lot.

 

Is the video test in the same area where i took the picture?

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‎03-31-2024 01:40 PM

HP Recommended
@Rikimaru wrote:

Thanks if you could provide the link that would help a lot.

 

Is the video test in the same area where i took the picture?

It is in the same place where you selected system test.

 

There will be a component test section with options to test the components, including a video test.


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