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Alexis_Detail
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My OMEN by HP - 17-an199nf is freezing/planting

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HP - 17-an199nf
Microsoft Windows 10 (64-bit)

Hey guys, i bought an HP OMEN 17-an199nf a few months ago but this one is freezing all the time during a few seconds, it makes a black screen with a few pixels on it, then it restarts it's very annoying and that prevent to work,  do you ever had this on this type of pc ? Moreover i'm trying to contact HP support  by mail but it's not existing in my country ( Belgium ) what am i suppose to do. I have a warranty on it but it's finishing on April.  My only option is to call them so i'll do this. 

 

Can somebody tell me if the problem is alreay known  ? Thanks a lot ! 

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Echo_Lake
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@Alexis_Detail
Thank you for posting on the HP Support Community.

 

Don't worry as I'll be glad to help, however, to provide an accurate resolution, I need a few more details:

  • Did this happen after a recent window or software update?
  • Have you made any hardware/software changes?

While you respond to that, let's try these steps: 

Hard Reset: Follow steps from the link: https://hp.care/2GnkMa8. (do not skip any troubleshooting steps even if you feel steps are repeating)

BIOS default: 

  1. Turn off the computer and wait five seconds.
  2. Press the Power button to start the computer and repeatedly press the F10 key to enter the BIOS setup menu.
  3. On the BIOS Setup screen, press F9 to select and load the BIOS Setup Default settings.
  4. Press F10 to Save and Exit.
  5. Use the arrow keys to select Yes, then press Enter when asked Exit Saving Changes?
  6. Follow the prompts to restart your computer. If the issue persists, follow the next steps.

Perform Windows Update and HP Support Assistant: (do not skip any troubleshooting steps if you feel steps are repeating) 

To check for updates now, select the Start button, and then go to Settings  > Update & security  > Windows Update, and select Check for updates.

Install updates from HP Support Assistant: Go to Download HP Support Assistant to install the tool.

  1. To open the HP Support Assistant, double-click the HP Support Assistant icon https://support.hp.com/doc-images/932/c05040382.jpg.
  2. Click My devices in the top menu, and then click Updates in the My PC or My notebook pane.
  3. Click Check for updates and messages to scan for new updates.
  4. Review the list of updates. Updates with a yellow information icon are recommended. Updates with a blue information icon are optional.
  5. Click the update name for a description, version number, and file size.
  6. Select the box next to any updates you want to install, and then click Download and install.

And, also run BIOS Update: Follow steps from the link: https://support.hp.com/in-en/document/c00042629

 

Hope this helps! Keep me posted for further assistance.
Please click “
Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

ECHO_LAKE
I am an HP Employee

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Alexis_Detail
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Hello, thanks for you message, here is the point, i called the HP support in Belgium and i called an agent which controlled my pc and we made an whole Bios update then a graphic card update together and the agent told me to call if the problem of freezing was still on the pc and yes the problem is still there so the agent told me to see if the problem come from the screen or from the graphic card by doing a test with another screen so i'm goign to do the test with another screen i'm going to link an HDMI cable to a screen to my laptob and then see if the freezing came on the exterior screen, then i need to call them and we will begin the step of fixing my pc, i'll have to send it to an HP center to fix it. Here's the situation

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Echo_Lake
HP Support Agent
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@Alexis_Detail

Thank you for posting back.

 

As we have limited support boundaries in the support community as of now. 

I would request you to contact our Support and our Support Engineers should be able to sort this out. HP Support can be reached by clicking on the following link:  www.hp.com/contacthp/


Please feel free to contact us here anytime you need any further assistance. Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

ECHO_LAKE
I am an HP Employee

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