OMEN by HP GA1-1000 Accelerator Shell disconnects when battery is charged

[DFS90]

Hi,

I got the same problem as discussed in this thread:

https://h30434.www3.hp.com/t5/Gaming-Accessories/OMEN-by-HP-GA1-1000-Accelerator-Shell-Thunderbolt-p...

My Lenovo ThinkPad X1 Carbon 6th gen. gets disconnected from the HP Omen as soon as the laptop battery has been charged to 100 %, switching off ethernet, hard disk and graphics card.

A reconnect is only possible via reboot of both devices.

Is there an update to this topic? Does an official solution exist?

Thank you in advance,

David

[Jeet_singh]

@DFS90,

Welcome to HP Support Forums!

I understand you are in need of support, I'll be glad to help you out, however, for an accurate solution I will need more details:

After reviewing your post thoroughly, I understand you seem to have an issue where you need to restart both the devices. 

Just wanted to check if this issue started soon after a software update or Windows update.

Have you tried to update the drivers on your computer using Windows update?

Have you tried to update the Bios on your PC.

I would suggest here is to Run Windows Updates troubleshooter -

Download and install the troubleshooter from this link.

Now try to perform a Windows update:

1) In the search box, type and open Windows Updates. 

2) Check for updates. 

3) If the updates are available, click on install and restart the computer.

Next thing, I would suggest here is to update the Bios and graphic card drivers on your PC and once done, restart the computer and check if the issue persists.

Hope this answers your question.

Good luck and keep me posted about the developments. If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue and give the post a Kudos for my efforts to help. Thank you and have a great week ahead. 🙂

[DFS90]

Dear Jeet_Singh,


thanks for your reply.

All devices got the latest available updates from Microsoft / Lenovo / HP.

Unfortunately, this didn't help.


Do you have any other advice?


Thanks in advance,

David

[Jeet_singh]

@DFS90,

To resolve this issue, download and install the appropriate SoftPaq to update the system BIOS, then update the firmware:

1.       Update the appropriate BIOS for the specified platforms. 

2.       Update the firmware on the OMEN by HP Accelerator.

https://ftp.hp.com/pub/softpaq/sp86501-87000/sp86866.exe

OMEN Accelerator Firmware Update

Version: 1.00

Revision: A

I hope this helps. Let me know how it goes for further assistance.

Take care now and do have a fabulous week ahead. 🙂
Regards,

[DFS90]

Dear Jeet_singh,

thanks for your reply.

As I already stated in my last post, all devices got the latest available updates from Microsoft / Lenovo / HP.

This includes the latest available BIOS / UEFI and firmware updates.

I also tried to set up my laptop with a "fresh" installation of Microsoft Windows 10 Pro x64, version1809, using the latest drivers as mentioned above.

The problem still persists.

I think that the issue might be caused by the OMEN's firmware - my employer has a different Thunderbolt 3 dock which doesn't disconnect when my laptop's battery is charged to 100 %.

As shown in my first post, there are also posts by other users mentioning the same problem - hence, I think that this phenomenon isn't caused by a sole hardware failure on my laptop or on my OMEN.

Do you have another idea?

Thanks,

David

[Jeet_singh]

@DFS90,

It's great to have you back and your patience is greatly appreciated. 

After reviewing your post thoroughly, I suspect you contact our HP support team for further assistance.

HP Support team can be reached on www.hp.com/contacthp

Let me know if you need any further assistance. I'll be more than happy to help you.

Take care now and do have a fabulous week ahead. 🙂
Regards,