HP Omen 35L not recognising SSD

[Lancslass1]

My 2 month old Omen desktop won't boot, instead I am taken to a screen telling me the SSD isn't recognised.

When I run the test troubleshoot menu everything passes but SSD isn't detected. 

If I open the case to check the internal cables and slots, will this invalidate the warranty and how easy is this for someone who has never fiddled inside a PC before?

[Bill_To]

Greetings @Lancslass1 

Welcome to the HP Forum.

The 35L PC can have an AMD MB or an Intel MB.

The primary boot/OS PCIe NVME SSD is located in between the CPU socket and the PCIe x16 graphics card slot.

Pages five and six in the Hardware Reference Guide might assist to ID the primary SSD socket. Page 13 and forward in this guide explains how to remove and install a SSD.

You could try removing and reseating the primary SSD to see if this helps.

Otherwise the SSD may have failed if reseating the SSD does not help.

Removing and reseating this SSD is not difficult but you may not want to go there if you have never worked with PC components.

You seem to have a hardware warranty issue (HP Diagnostics can't detect the primary system SSD) so it might be best to contact HP Support.

Regards

[Lancslass1]

Thanks I spent over 3 hours with HP support via Whatsapp on Friday, they tried a variety of things (to be honest I had already tried much of it from looking the issue up myself). The advisor told me they will arrange collection, we agreed a date when someone can be at home all day - I was told I will receive an email confirming the collection date, but so far nothing. I have also brainstormed with a couple of friends who have more PC/IT knowledge, it does sound like an SSD failure.

Hoping for confirmation of return of PC when support open Monday morning.

[Lancslass1]

The WhatsApp customer support with this has been so dire, I am starting to think I am being scammed.

I will be phoning HP today - it's almost 7 days and no return arranged. I have had to follow up several times, nothing and the quality of responses is not representative of a company with HPs standard.

I used the WA button on this website, but something isn't right.

[Bill_To]

Greetings @Lancslass1 

Sorry to see you are having a HP warranty support problem. I can't provide any additional assistance in this regard.

It sounds like your PC has a faulty SSD. A faulty SSD should be a warranty replacement issue.

You could have a local PC Tech check the PC to verify the SSD has failed. But that's your decision.

Regards