OMEN 25L Desktop GT12-0xxx Failed FAN THERMAL TEST

[sclui56]

Got a 25L recently and ran it for a few weeks, everything was fine except the when the system resumes from sleep, the CPU fan would run very slowly, this only happens if the system went into sleep in the first place. If I were to soft reboot, the CPU fan remains running slowly, but everything is back to normal once hard reboot.

Decided to run diagnostic on reboot, FAN SPEED passed, but FAN THERMAL CONTROL failed. Had the system exchanged, replacement was running fine, in/out sleep causes zero issue with CPU fan. Decided to run FAN THERMAL TEST on replacement and it came back as failed (Failure ID 9LV9XV-A6PA7M-QF8U3G-J69903). BTW, the CPU fan is fine, even swapped out another fan to test.

In short, everything is solid now except the failed thermal diagnostic test.  Just wish to confirm if the test has a glitch since it's very unlikely 2 units exhibited similar behavior. Thanks.

[praveen196]

@sclui56 Welcome to HP Community!

I understand that the fan thermal test is failed.

According to the failure code. The issue with the thermal fan. 

I would suggets you contact our phone support and check for the support option. They will help you.

Or you can contact a local service center for repair.

Here is how you can get in touch with phone support.

1)Click on this link - www.hp.com/contacthp/

2)Select the product type.

3)Enter the serial number of your device or select let HP detect your product option.

4)Select the country from the drop-down.

5)You should see the HP phone support number or Chat option listed.

We are experiencing longer than expected wait times to reach an agent due to the CoViD-19 impact and there might have been issues in you getting the expected resolution on the issue. 

Keep us posted,

If you would like to thank us for our efforts to help you, 

Give us a virtual high-five by clicking the 'Thumbs Up' icon below, followed by clicking on the "Accept as solution" on this post, 

Have a great day!

[sclui56]

Praveen, thanks for the walk-thru. I actually submitted a ticket thru chat yesterday. While it is possible that 3 units of different production batches could have the same failure, it is nevertheless highly unlikely. I have not experienced thermal shutdown and tested the CPU fan outside the system, and can confirm it is performing in range. I also substituted a known good fan and it also failed the same test. I tend to lean towards a faulty test code ATM.

Truth be told, the airflow, or lack thereof, in the 25L is inexcusable, HP should have gotten smarter with the Obelisk case as it is essentially the same case. I know, HP's solution was to bring out an improved 30L case with added front intake but continue to sell off units using the Obelisk/25L case.

Hopefully the ticket will help. Thanks. BTW, I am only looking for answers to the FAN THERMAL TEST, the CPU fan itself is running fine, even when resuming from SLEEP.

[praveen196]

@sclui56

I understand your concern and I have brought your issue to the attention of an appropriate team within HP.

They will likely request information from you in order to look up your case details or product serial number.

Please look for a private message from an identified HP contact.

Additionally, keep in mind not to publicly post personal information (serial numbers and case details).

If you are unfamiliar with how the Community's private message capability works, you can learn about that here.

https://h30434.www3.hp.com/t5/First-Time-Here-Learn-How-to-Post-and-More/How-To-Send-A-Private-Messa...

Thank you for visiting the HP Support Community.

[sclui56]

Hi Praveen, thanks for the follow-up. I will look out for a PM, thank you. Incidentally, I had transmitted diagnostic logs to HP during my chat session. At this stage, I am more curious than anything.

Appreciate the help!