NVidia RTX 2060 Super and Cooler Master PSU

[ericastinson]

I started having issues with my PC suddenly losing the signal around December 13th or so. It happened that day, and a month later on January 10th, my PC is constantly losing video signal. I have it hooked up to a Samsung TV with a HDMI 4K cord, one that I purchased a few days ago in case the cord was bad. It still does this. I tried to hook up a standard monitor to see if it was the TV(which is about 10-15 years old)but the problem still occured. Checked the card and there is no damage. Opened a ticket with NVidia and did all the steps, but the problem persists. Any game I launch, the signal is lost. During all of these events, the RGB lights in the case were still going but I could not see the screen. Forcing a manual reboot brings everything back until I try to launch a game again. Sometimes I CAN launch a game successfully but shortly thereafter the signal is lost. I thought it was the GPU but it's not being overheated (temp hovers between 98-102 degrees and is using small percentage of entire resources). In talking with those in NVidia group, someone pointed out that the PSU shipped with my PC was 50 watts below the recommended wattage by NVidia for this card.  The 500 watts will work for the 2060 but for the super, it's supposed to be 550 minimum. This makes me think the PSU is failing. The issue I am having, and very frustrated about right now, is that I cannot get a hold of a **bleep** for further help.  I bought this PC in February of 2021 and it's out of warranty, but I honestly think the PSU may be the problem here and I need help in resolving this issue so I can use my PC again. At the very least I would like to have the appropriate PSU that I should have had for this card in the first place when I placed the order. I am asking for advice if anyone else is having a similar issue. Thanks!

[Rachel571]

Hi @kelz831,

Welcome to HP Support Community.

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

It seems like you've done a thorough investigation into the issue with your OMEN 30L Desktop, and it's unfortunate that you're experiencing these problems. 

Here are some steps you can take to further troubleshoot and possibly resolve the issue:

Check PSU Wattage: Verify the wattage of your current power supply and compare it to the recommended wattage for your NVIDIA GPU. If it's below the recommended wattage, it could be causing the instability you're experiencing.

Inspect GPU Power Connections: Ensure that the power connections between the PSU and your GPU are secure. Loose or faulty connections can cause power issues.

Monitor System Logs: Check Windows Event Viewer for any error messages or warnings around the time the signal is lost. This might provide additional clues about the cause of the issue.

Driver Updates: Make sure your graphics drivers are up-to-date. Sometimes, driver issues can cause instability. Visit the NVIDIA website to download the latest drivers for your GPU.

BIOS Update: Check if there are any BIOS updates available for your motherboard. Sometimes, BIOS updates can improve system stability.

Temperature Monitoring: Keep an eye on the temperatures of your GPU and other components using monitoring software. Overheating can lead to instability, so make sure temperatures are within acceptable ranges.

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. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

Rachel571 

HP Support

[ericastinson]

Hi!

Here is the issue at hand. I apologize in advance for the length but I must tell you everything that's happened and steps I've already taken to resolve the issue as much as I am able.

Started having issues with lost signal in mid-December 2023 or so(around the 13th or so). Before that I never had any issue at all playing anything I wanted with the current/default setup. I use the computer every day and sometimes for many hours in one sitting when I am playing a game. I have never changed any of the settings or tried to 'overclock' anything. As long as anything I install runs and it looks good enough to me I did not need to touch anything else.

I used the machine right out of the box, installed my games, and I play.

This is my first time having an issue of any kind with the system since I bought it in February of 2021. When this issue happened again this month on 1/10, 1/11, 1/12, and 1/13, I had to forcefully shut the computer down to get a picture again.

Have been keeping an eye on it since then and over the past few days the issue has increased. In between that time there were a few Windows updates on 12/13 (2023-12 Cumulatove Update for Windows 10 Version 22H2 for x64-based systems (KB5033372)), (Security Update for Microsoft Visual C++ 2005 Serice Pack 1 Redistributable Package (KB2538242)) on 12/15 of 2023 and 2024-01 Cumulative Update for Windows 10 Version 22H2 for x64-based Systens *KB5034122))on 1/10/24, as well as an NVidia driver update to version 31.0.15 4633 with a driver date of 12/6/2023 that I installed on 12/12/23 in an effort to resolve the issue. NVIDIA Control Panel NVIDIA Graphics Driver 537.13 NVIDIA Audio Driver 1.3.40.14 NVIDIA PhysX System Software 9.21.0713 NVIDIA USBC Driver 1.50.831.832 BIOS update was done via HP to Bios Revision F.28 (BIOS date is 10/20/23) on 01/11/24 when the problem continued.  Some of the Windows Updates failed to install, so I don't know if that has something to do with it. AMD also installed an update to Ryzen Master on 1/10.  All of the dates coincide with when I started having the issues(NVidia, AMD and Microsoft). So I am leaning towards factory resetting the system in case there are corrupted files somewhere. 

To date, there are sporadic moments where the video will shut down and 'no signal' will display.  When the PC is running there are no display issues(flashing, lines, static, etc. to indicate a problem, just signal loss).

At the time the cable is to an HDMI/DV1 port with a Cable STB. It's connected to a Samsung TV(Not smart, just a standard LCD that is 10-15 years old). The fans inside the case, and lighting on the graphics card remained lit as did the keyboard and mouse (both RGB lighting).

I ran diagnostics from the BIOS last night, and the system had no issue with hardware errors.

I can use the PC for fairly long times as long as I am not playing something too graphics-heavy.

I have had it shut off on me during The Sims 4, Lost Ark (during cut scenes beginning or ending), Final Fantasy VII Remake, etc. 

Purchased an appropriate 4K HDMI cable to see if that would fix the issue but it didn't.

Borrowed a monitor to try the new cable and Omen on that and the problem happened, so it's not the TV or the cable. I only have one TV attached to the GPU. Checked the card and there is no damage as far as I can tell. Forcing a manual reboot brings everything back until I try to launch a game again.  I downloaded MSI Afterburner and set the "Power Limit %" to 80 as was suggested by someone with a similar issue. And while it did allow me to play for a bit, the card still lost signal after a while.

This was today. 

Sometimes I CAN launch a game successfully but shortly thereafter the signal is lost. I thought it was the GPU but it's not being overheated (temp hovers between 98-102 degrees and is using small percentage of entire resources). In talking with those in NVidia support group, someone pointed out that the PSU shipped with my PC was 50 watts below the recommended wattage by NVidia for this card.

The 500 watts will work for the 2060 but for the super, it's supposed to be 550 minimum. This makes me think the PSU is failing and/or has damaged the GPU.

There is a 50 watt deficit between the 2060 and the 2060 Super. Mine is the 2060 Super, but has the 500 watt PSU.

Could it be that they installed the wrong one and the PSU is causing the shutdown? I ask because I have learned the 30L has also shipped with a 750W PSU. 

The bottom line is that this is out of warranty but the problem with the PSU is rearing its head now and I can no longer use my system.

Moving forward, what can I do to get things fixed? Can the PSU be exchanged/upgraded? The card? I am still trying to figure out which it is if restoring Windows to default(my next move)does not resolve the issue.  Thanks for the help!

[ericastinson]

Hi again, Rachel,

Thanks for the tips, but I have already done all that you mentioned and the problem persists. I just checked the GPU temperature now and it's at 84F, which is low enough to not have a problem unless it's the PSU I would think. In this case, and since the 30L is discontinued, what recourse do I have in replacing the PSU with the appropriate one suitable for my motherboard? I could not find a replacement PSU either, but this card definitely should NOT be run on only 500W when NVidia states it needs to be 550 minimum and 650W recommended.  Thanks!

[Rachel571]

Hi @ericastinson,

Welcome to HP Support Community.

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

Due to limited support, I would request you contact our HP Support and our Support Engineers should be able to sort this out. HP Support can be reached by clicking on the following link.

https://www.hp.com/contacthp/

Please feel free to contact us here anytime you need any further assistance.

Have a great day!

Rachel571 

HP Support

[ericastinson]

Hi again,

Is there an option to speak directly or chat with someone about this? I find it very hard to reach a human for what appears to be a defective product(incorrect PSU for the GPU). Also, your website either reports errors or sends me to a page in a different language for an HP product I do not own. I have been trying in vain this whole week past to get a hold of someone before you came. What steps do I need to take to either open a repair ticket or have the correct PSU shipped to me? Thanks!

[Elohi_NR]

Hi @ericastinson,

Welcome back. 

We are sorry that didn't help. 

I've sent you a private message with further instructions. In order to access your private messages, click the private message icon on the upper right corner of your HP Support Community profile, next to your profile Name or simply click on this link.

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution button, that'll help us and others see that we've got the answers!

[ericastinson]

Hi, 

Sorry to bother you again, but I had one more question: Which company manufactures the GPU for this system? Is it ASUS, MSI, EVGA, Gigabyte, etc? In the event my card is bad, what warranty options do I have for replacement?

Thanks

[Irwin6]

Hi @ericastinson,

Welcome to the HP Support Community.

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

I see that there is an issue with the laptop hardware and may need repair.

The part that came with the your HP device will be replaced with the same exact part based on the warranty on your unit.

I've sent you a private message with the instructions. 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