35L Fan RBGs/Gaming Hub not working

[Kujo11]

I bought 3 Omen 35L (GT016-0014).

On one of them at startup the lights on the fans and RAM were on but the Omen Gaming Hub Lighting tab was able to control the lighting on the RAM and not the fans. I updated all drivers as per the serial number specific recommendations from the HP website. After this the lights on the RAM and fans remained on, but the Lighting tab in Omen Gaming Hub was no longer functional. When clicking the lighting tab there is just an indicator as though it is trying to load, but never does.

I then ran a number of checks and diagnostics inside the HP Support Assistant software, including the one under hardware diagnostics that checks for a BIOS update, this pushed a BIOS update from F.08 to F.09. After this BIOS update the lights on the fans no longer worked at all, lights on RAM still came on, and the Lighting tab in Omen Gaming Hub was behaving the same by seemingly trying to load but couldn't.

I then engaged customer support by phone, after 3 hours on the phone and remote desktop and multiple unsuccessful attempts to revert the BIOS and/or properly update the Omen Gaming Hub properly the representative threw in the towel and recommended sending it for service or just returning it.

On the other 2 units upon opening the Omen Gaming Hub there was immediately a prompt for a firmware update. Both of these are functioning fine with full control over the lighting and are still on BIOS F.08.

It seems silly to need to return or ship this off for service for what is seemingly just a driver/compatibility issue with HPs own software. I see a few recent posts on the internet with similar symptoms, as well as years of complaints with Omen Gaming Hub. Anyone have any ideas?

[Irfan_06]

Hi @Kujo11,

Welcome to HP Support Community.

Thank you for posting your query, I will be glad to assist you.

The issue you’re experiencing with the OMEN Gaming Hub and RGB fan lighting seems to be a software and firmware mismatch rather than a hardware failure. Since your other two OMEN 35L systems are functioning correctly, this points to something specific in the software configuration or firmware version of the affected machine. Below are some detailed steps to troubleshoot and potentially resolve the issue:

1. Roll Back the BIOS

The BIOS update to F.09 might be a contributing factor, especially if the other systems on F.08 are working fine. Here's how you can attempt a rollback:

Download the F.08 BIOS Version:

• Go to the HP Support website and download the BIOS version F.08 for your specific model.
• Save it to a USB drive formatted as FAT32.

Enter BIOS Recovery Mode:

• Turn off the PC and insert the USB drive.
• Power on while holding the Windows + B keys to initiate the BIOS recovery.

Reinstall the BIOS:

• Follow the on-screen instructions to downgrade to F.08.

2. Reset the OMEN Gaming Hub Configuration

The issue with the Lighting tab failing to load might be related to a corrupted user configuration or cache.

Uninstall the OMEN Gaming Hub:

• Open Settings > Apps > Installed Apps.
• Find OMEN Gaming Hub and uninstall it.

Clear Configuration Files:

• Navigate to C:\Users\<YourUsername>\AppData\Local\HP.
• Delete any folders related to OMEN Gaming Hub.

Reinstall OMEN Gaming Hub:

• Download and install the latest version from the Microsoft Store.

Check for Firmware Updates:

• Open the Gaming Hub and see if it prompts for a firmware update for the lighting controller.

3. Update HP OMEN Command Center SDK

The lighting control in the OMEN Gaming Hub relies on an SDK that may be misconfigured.

Manually Install the SDK:

• Navigate to C:\Program Files (x86)\HP\OMEN Gaming Hub or similar location.
• Locate and run the SDKInstall.exe file.

Restart the PC:

• After installing the SDK, restart the PC and test the Gaming Hub.

4. Reinstall OMEN RGB Firmware (If Applicable)

If the OMEN RGB Controller has separate firmware:

Locate the RGB Controller Firmware Update:

• Check the HP Support website under your PC’s drivers and downloads section.
• Download and run the firmware update.

Force a Reset:

• Shut down the PC and disconnect the power.
• Press and hold the power button for 30 seconds to discharge any residual power.
• Reconnect and restart the PC.

5. Test with HP Support Assistant

Run the Hardware Diagnostics Tool in HP Support Assistant to check for hardware failures in the RGB controller. If the diagnostics find an issue, it may confirm a need for hardware replacement.

6. Compare with the Working Systems

Since you have two working systems:

• Check the versions of BIOS, OMEN Gaming Hub, and RGB firmware on the functional systems.
• Ensure the problematic system matches those configurations as closely as possible.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

I hope this helps.

Take care and have a good day

Irwin6

HP Support

[Kujo11]

Thank you @Irwin6 for this scripted tone deaf response.

As I stated, your own tech support could not roll back the BIOS, nor properly update Omen Gaming Hub to bring it functional.

I strongly encourage anyone experiencing issues to simply return to point of purchase.

[Irfan_06]

Hi @Kujo11,

I am sorry to hear that the above steps did not help much but i do appreciate your efforts in performing the troubleshooting steps.

As you have exhausted all the possible troubleshooting steps to fix it. We appreciate your understanding and patience.

I've sent you a private message with the instructions to get in touch with the HP phone support to assist you further. In order to access your private messages, Click the Private message icon on the upper right corner of your HP Community profile Next to your profile Name, you should see a little blue envelope, please click on it or simply click on this link

Take care and have a great day ahead!

Irwin6

HP Support