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HP Recommended
OMEN 30L Desktop GT13-1047na PC (4V9T8EA)
Microsoft Windows 11

Hi, 

Less than a month ago I bought the OMEN 30L Desktop GT13-1047na PC (4V9T8EA) via Amazon. This was sold as new and came in a sealed hp box. I plugged it in and it was working great for the first few days for games like COD DMZ, Data2, Mordhau, GTA V etc... I then installed Cyberpunk 2077 in the beginning for a few days there were no issues (Nvidia optimised settings high graphics) but after a while it would freeze and restart the PC. No error message, just a black screen. (I disabled auto restart to see the problem.) As time went on these freezes became more common. If I lower the Nvidia game optimization then the game runs fine for a few hrs, then again it can freeze black screen. I assumed its a game problem, I reinstalled the game on C drive, updated all the drivers, including bios, read up most posts for similar issues but made no progress in fixing the issue. Then today I was playing a decades old game Planetside 2 again within minutes the same Blackscreen freeze - currently the only games it can run without black screen freeze are like Dota2, GTA V both of which are not as demanding as Cyberpunk 2077. I have run all diagnostic tests, everything checks out just fine, can't find any error in hardware or software - I don't know what to do...please help. 

 

Another issue - When I was looking for support, I found out on HP website this PC's warranty had expired last year feb 23...I just bought it a month back not sure how this works, this was sold as new.

7 REPLIES 7
HP Recommended

Hi, just updating this, I have tried DDU driver installations, tried older graphics drivers, underclocking etc.. I cant find the issue. As I bought this from Amazon, they are offering to repair this, I am not sure if it needs repair, if something is damaged? or is it a matter of some settings somewhere? Can someone please advise what to do ? Do you think this needs repairs? or what else to try?

HP Recommended

Hi @Metallurgic 

 

It looks like a power delivery problem, a heat problem, or a component problem.

 

The PC has a 5800x, a 3080, and a 800 watt PSU. The power supply should be good to go unless it is defective.

 

I would verify HP connected two separate 150 watt 8 pin PCIe power lines totaling 300 watts to the 12 pin power adapter provided by Nvidia. The PCIe x16 slot provides an additional 75 watts to the 3080.

 

The 3080 has a 320 watt TDP. A single (pig tailed) 150 watt PCIe line to the 3080 can cause this problem. The power supply would only be providing 225 watts (150 watts plus 75 watts) to a 320 watt TDP graphics card.

 

Download Furmark at this Site to check temps and stability if the 3080 is getting enough power (375 watts). Furmark can also stress test the CPU (CPU Burner).

 

You would have to register the PC with HP. Then do a a warranty dispute to fix the warranty expiration date. A different Forum member should be able to provide more details on warranty issues.

 

Regards

HP Recommended

IMG_3138.jpeg

IMG_3136.jpeg

hi Bill, 

 

thank you so much for your support. As advised, I checked the 2 8pin connectors they were connected to the graphics card firmly. I have attached a picture as the 2 8pin (8 and 6+2) are coming directly from the power supply. 

the temperature seems fine too, no issues. I ran the Furmark test I can’t see any errors on it either…I have attached a screenshot for you, seems I’ll have to send it for repair but I’m still not sure where the problem lies. 

HP Recommended

For a warranty dispute, start at the web document at the hyperlink below.

https://support.hp.com/us-en/document/ish_2534210-1364541-16

 

As long as you have your proof of purchase ( i.e. purchase receipt or the like) Ther should be no problem changing the waranty validation date.



I am a volunteer forum member. If my suggestion solved your issue, help others by marking that post as the accepted solution. Say thanks by clicking on the Yes button next to the "was this reply helpful?"



HP Recommended

Hi @Metallurgic 

 

My pleasure.

 

Your image appears to show two separate 150 watt PCIe lines coming from the power supply to the graphics card. 

 

Did you run both the Furmark graphics card test and the Furmark CPU Burner test?

 

I would run each test for at least 30 minutes or more. I would do each test for at least an hour.

 

The symptom you are seeing is usually the power supply, the graphics card, or the CPU. Usually indicating a thermal problem or a power delivery problem. A power problem could also happen on the MB.

 

You might want to remove all RAM. Then try each stick of memory, one at a time, in each memory slot to check for faulty memory or a CPU memory controller problem. Run the games. Check for a crash when using one stick of memory in each memory slot.

 

The problem started after using the PC for only a few days. So I don't think it's a Windows problem or a driver problem. But you could back up data. Then do a HP Cloud Recovery or reset Windows. 

 

Troubleshooting an intermittent hardware problem in a repair shop can be difficult; doing this in a Forum is impossible.

 

You would have to methodically swap in a different components (power supply, RAM. graphics card, CPU, and MB), one at a time, until the problem goes away. And test your PC's components in a different system on a test bench.

 

You might have to ship the PC to Amazon or have HP do the repair.

 

Regards

HP Recommended

Thank you for your continued advice, I did run the tests for 30mins + but I didn’t know how to find the logs so I uploaded the screenshot of the Furmark test, as I don’t know what I’m looking for. Everything seems fine, the temperature was around 60.  

if I lower the graphics to medium on Cyberpunk it doesn’t crash at all, only on higher settings it crashes within 10mins. What’s stranger is when playing Dota2 which I can run on my 13yr old pc… it crashes on this pc every time at the same point. When the game leaves the menus and the game actually starts and the pc tries to load the map. When the pc restarts I can play the game without crashing. 

The things you advised are a bit complex for me  , I will send it to Amazon 1st. 

Thank you again!

HP Recommended

Hi @Metallurgic 

 

My pleasure.

 

Each Furmark test would stress the GPU and the CPU respectively. The GPU temp (60 degrees C) you see is great. My GPU temp is around 72 degrees C.

 

Both components should be okay if the PC did not crash and temps are good while running each test. This suggests you may have a different component problem.

 

Swapping in components is expensive but usually isolates the bad part. 

 

See how it goes using Amazon. Do what @erico suggests to fix the warranty.

 

Regards

† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the <a href="https://www8.hp.com/us/en/terms-of-use.html" class="udrlinesmall">Terms of Use</a> and <a href="/t5/custom/page/page-id/hp.rulespage" class="udrlinesmall"> Rules of Participation</a>.