repair request filed. Packing delayed. Return due 2 days frm recepit Will HP know abt Fedex delay

[PCat-GG]

HP OnmiDesktop has random shutdowns.  All drivers tested, fans, tested - all ok.  Help chat had me install 'fresh' Windows 11.  Problem continues.  As will as occasional blue screen msg on startup: "Unable to locate operating system."  Yikes !!  I read that random shutdowns are a problem other users have reported.  Any fixes you know about?  Thanks.  Also worried about the Help Desk, who sent packing material for ship to HP via 2 day fedex.  It is delayed.  Will they know about the delay?

[Deep_World]

Hi @PCat-GG,
 
Welcome to the HP Support Community!

Thanks for reaching out!

I completely understand how  this situation must feel .

HP’s repair team tracks shipments through the internal team,  so if the package is delayed in transit, we will see that update in our system. 

About the random shutdowns and blue screen error: You’ve already done a lot of the right troubleshooting steps checking drivers, fans, and even reinstalling Windows. Since the issue persists, it points more toward a hardware-level problem, possibly with the motherboard or storage drive. In such cases, the resolution has required a hardware replacement rather than a software fix. That’s why sending the unit in for service is the right next step.

On the “Unable to locate operating system” message: This often indicates the system is having trouble detecting the boot drive. It could be a loose connection, a failing drive, or a controller issue on the motherboard. Again, this is something the repair center will be able to diagnose more thoroughly.

I hope this helps.

[PCat-GG]

thanks very much.  FInally saw the error code in one of the shutdowns:  SYSTEM_THREAD_EXCEPTION_NOT_HANDLED (OX7E) rtwlane 613, sys.

Other auto shutdowns did not show this message.  The Blue Screen of Death appeared during normal use, disappeared after I shut down and restarted PC

1. Although this indicates a failed driver, both the drivers and BIOS were updated in HP efforts to repair the issue. 

2. Hardware diagnostics was also completed, and showed no failure.  Neither did the fans.  Virus scan also ran.

3. Last question: Packing Material for the PC arrive today .  Who do I contact to arrange a pickup within 2 days?

Many Thanks

[Deep_World]

Hi @PCat-GG,
 

Thanks for your response. 

I understand you’ve been experiencing shutdowns with the error code SYSTEM_THREAD_EXCEPTION_NOT_HANDLED (0x7E) rtwlane.sys, and that despite updating drivers, BIOS, and running diagnostics, the issue persists. Since you’ve already completed the hardware checks and virus scans, it does point toward a driver-related fault, but I see you’ve taken the right steps so far.
 

Regarding your packaging material: once you receive the box, the next step is to arrange the pickup. Typically, HP coordinates the courier pickup once the repair request is filed. You should have received instructions or a confirmation email with details on scheduling the pickup.

 If not, I recommend contacting HP Phone Support directly to confirm the pickup arrangement. 
 

Could you let me know if you’ve already spoken with HP Phone Support about this repair case? 

I hope this helps.

[PCat-GG]

Thank you for your help.  I shipped the pc back in the box that HP fexdexed to me, it was picked up yesterday, 4-29-26.  However this afternoon I received an HP email that I still need to send it in ASAP.   

Does not seem that HP is aware that the packing supplies arrived or that the package is on its way.   Could you please update the file or pass on this info to whoever needs to know that the HP desktop is in transit to HP..

Fedex tracking number :  5134 2297 1338.   Due to arrive Monday April 6

[Deep_World]

Hi @PCat-GG,
 

Thanks for your response and thank you for your update. Since the FedEx tracking number  has already been shared and the package was picked up on April 29, 2026, there is no need to worry. our team will update the records once the shipment is processed on arrival.

If you need any additional assistance or have further questions, kindly do reach out to us we’re here to help.

I hope this helps.