Double booting Issue. Tech Support didn’t help, made things worse. Please help

[OftenTired]

Hi everyone,

I had a problem for quite a while after getting an HP Omen where it would randomly ‘double boot’ - When I turned it on, it would start up, fans on, lights on, but then immediately shut down and start itself up again. 

I can’t find a way to reliably replicate the issue, as far as I can tell it’s completely random, but getting more frequent. 

I contacted support, after twice being completely ignored, I finally got through and they advised I update the bios, and I did so, this seemed to stop the issue for a couple of weeks, but then it returned and seemed to be worse. Support also randomly asked me for proof of purchase after we thought the issue was resolved and they had said goodbye, which I found kind of strange. 

Further to this was a graphics issue that seems as random as the ‘double starts’ - a ‘checkerboard’ of black boxes would appear for a few seconds as I was browsing, which remains unresolved. 

So after my second attempt at contacting support they got me to roll back the BIOS. I warned against it as the recent intel CPU problem (the CPU in my machine is one of the affected, which was repeatedly ignored) meant that an old BIOS would exacerbate the problem further, but they insisted I had to ‘start from scratch’, even though the PC was double starting on the old bios as well.

This is where I have, to be honest, had to give up on tech support as they seem to be offering circular software/firmware updates where I think a hardware issue is present.

I’m really sad about this, an Omen was supposed to be my dream machine, but it’s turned out to be a nightmare. Can anyone help?

Many thanks

[A_Gayathri]

Hi @OftenTired ,

Welcome to The HP Support Community.  

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

I understand the trouble you’re having with your OMEN by HP 45L Gaming Desktop. It sounds frustrating, especially when tech support hasn’t provided the resolution you need. 

Let’s try to tackle the double booting and graphics issues step by step.

Double Booting Issue

Power Supply Check: Ensure your power supply unit (PSU) is adequate for your system's needs and is functioning correctly. A weak or failing PSU can cause random shutdowns and reboots. If you have another PSU available, you might want to test with that.

Connections and Components:

• Reseat Components: Check and reseat all internal components, including RAM, GPU, and storage devices. Sometimes, loose connections can cause boot issues.
• Check Cables: Ensure all cables are securely connected, including those from the PSU to the motherboard and other components.

Check for Overheating: Ensure that your system is not overheating. Clean any dust from the fans and heatsinks, and make sure airflow is unobstructed.

Reset BIOS to Defaults: Since rolling back the BIOS didn’t help and may have exacerbated the problem, you might want to reset the BIOS to its default settings. This can be done by entering the BIOS setup during boot (usually by pressing F2, F10, or DEL) and selecting the option to reset to default settings.

Hardware Diagnostics: Run any hardware diagnostics available in your BIOS or through HP’s diagnostic tools. This can help identify hardware issues.

Update BIOS: If you have a BIOS version that's more recent than what you rolled back to, consider updating again. Sometimes, BIOS updates can address underlying issues. Be cautious, though, and ensure you're using a stable version.

Graphics Issue

Check GPU Drivers: Ensure your graphics drivers are up-to-date. Sometimes, graphical artifacts can be caused by outdated or corrupt drivers. You can download the latest drivers from the GPU manufacturer’s website (NVIDIA or AMD).

Check GPU Seating: Make sure your GPU is properly seated in its slot and that any power connectors are securely attached.

Monitor and Cable Check: Test with a different monitor and cable to rule out display issues. Sometimes, the issue could be with the monitor or cable rather than the GPU.

Graphics Card Test: If possible, test the system with another graphics card. This can help determine if the issue is with the card itself.

System Temperature: Overheating of the GPU or CPU can sometimes cause graphical artifacts. Monitor temperatures to ensure they are within safe limits.
 

Refer to this document:  OMEN by HP 45L Gaming Desktop PC GT22-1000i User manual 

I hope this helps. 

Take care and have a good day.

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. 

[OftenTired]

Hi @Gaya1239,

Sorry for the delay in my response, it’s been a busy few days.

Thank you very much for your detailed reply, you provided significantly more than I’ve been able to get from support. (especially thanks for advising on the graphics glitches, I hadn’t considered it might even be the cable)

I forgot to mention the system is still under warranty so I’ve run through everything I can do without affecting that and, for the past few days at least, I haven’t had a double start. 

Tech support is calling me back tomorrow and I’ll tell them much the same.

Although I am concerned that this is exactly what happened last time I got in touch with them and after a couple of weeks it started again. Would I be able to contact you again if I have the same experience?

Many thanks, you’ve given me some hope.

OftenTired