Brand new Omen 15 not working

[Ayto]

Hi everyone,

So about 5 days ago, I bought a brand new HP Omen 15-dc0008ne and I haven't been able to use it ever since.

Here is the deal, I bought it in the UAE in what's I believe an authorized HP Retailer, Sharaf DG. Haven't used it until I came back to my home country.

The laptop boots up perfectly, Windows seems up to date as is the drivers and everything else. I believe there isn't an Intel GPU as there is nothing listed on the device manager but correct me if I'm wrong.

Anyway, everything seems perfectly fine until I actually start to make it work a bit harder. I first tried to launch a game, FIFA 19, five minutes into it and the laptop starts weirdly unplugging itself. It started going from plug in to unplugged (using only battery), I could notice in game as the screen darkened everytime the glitch happened (and also with the huge fps drop). Turns out the laptop was going back and forth from plug-in to battery mode on its own. the fans started spinning like crazy until the laptop suddenly shut itself down.

I tried some things, like plugging it somewhere else and stuff like that. At one point, I even removed the connector from the AC while still letting the other end plugged into the laptop and the indicator showed that it was plugged in. I noticed the battery went down even though it's plugged in so I shut down the laptop, restarted and the battery started charging again.

I then tried doing the BIOS update the HP Support Software was advising to do, the F.06 version. Tried doing it twice, laptop crashed down twice. In the middle of the setup, it starts slowing down, heating up and shutting itself down.

Launched Assassins Creed: Origins, shut down while still in the main menu, not even ingame yet.

I looked around and tried reducing the CPU Power in the BIOS Settings to no avail, it allowed me 5 minutes more time in AC:O but the same problems arised again:

Unplugging while physically still plugged, going back and forth in battery mode, overheating, shutting down.

I honestly don't know where the problem is, if it's the battery, the CPU or the GPU. I'm limited in what I can do as I cannot open it and risk breaking the warranty. The laptop runs just fine as I'm using it now, unplugged, to write this. It's just that when a more significant workload is put into it, it collapses.

Which is really not acceptable as I feel like using a 6 years metal junk while it's a brand new one. And I specifically bought it for gaming and other modeling/designing work.

I live in Algeria, I tried calling the HP Service here but no answer, I'll try again on Monday and send the laptop to them but I'd really like to know if anyone has perhaps met this issue, if I missed something before doing the 600Km to the HP Customer Service to give them the laptop.

Thanks for reading.

[Jeet_singh]

@Ayto,

Welcome to the HP Forums 🙂 I would like to take a moment and thank you for using this forum, it is a great place to find answers. For you to have the best experience on the HP forum, you could also visit our HP Forums Guide for First Time Here? Learn How to Post and More. I see from your post you need assistance related to your new HP PC. Don't worry I'll be glad to help you.

Let's start off by installing the latest Windows update for your PC: 

1. In Windows, search for and open Windows Update.

2. If updates are available to download, click Install now. If no updates are currently listed, click Check for updates, and then click Install now after Windows detects available updates.

3. After Windows Update installs the selected updates, you might need to restart your computer to apply the updates.

Note: Make sure to install all available device driver updates. Once done, restart the computer.

If the issue persists, I would suggest here is to uninstall the display drivers from device manager: 

Use shortcut keys Win + X on Windows 10

Select Device Manager.

Expand the entry. Right-click the problematic device and select Uninstall device.

You may need to check the option Delete the driver software for this device, and then click the Uninstall button.

Now restart the computer and then update the Bios, Chipset and graphics card drivers on your PC from our HP support website, using this link.

Also, download and install HP support assistant on your PC. It should automatically download and install the latest updates and drivers for your PC.

Refer this link to know how to use HP support assistant. Once done, restart the computer.

Next thing, I would suggest here is to use a 200 W AC power adapter - For more details on finding the right part number, please go through the Maintenance and service guide of your notebook.

Could you please respond to this post with the details and with the results of the troubleshooting as this will help me in further assisting you.

Eagerly waiting for your response!

that said, If the information I've provided was helpful, 

give us some reinforcement by clicking the solution and kudos buttons, 

that'll help us and others see that we've got the answers!

Good Luck.

[Ayto]

Hi ! Thanks for the reply,

As of now I've done all the Windows updates available. I already have a 200W AC that was provided with the laptop, an HP model.

I have tried to do a BIOS update but it failed miserably, twice. The laptop heat up and shut down in the middle of it. The BIOS is already in its last version according to the driver list in the website (the F.06 version i believe).

All this didn't help.

I tried running a hardware fast check and all passed, then I went more in depth by checking all components and it became too much for the laptop who started disconnecting and heating up before shutting down or bugging in the graphic tests.

I'm cuurently unable to do any more updates to the display driver or anything else as the laptop can't do them simply.

It keeps disconnecting and going on battery mode. While it's plugged in, the battery doesn't charge and goes all the way down to 1% and then charge up again then down no matter where or how long I plug it.

[Jeet_singh]

@Ayto,

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

After reviewing your post thoroughly, I see that the laptop heats up and shuts down due to overheating, this definitely looks like a possible hardware failure.

In this scenario, I will share you a private message with details. Please watch your inbox for more information.

Let me know if this helps!

Have a great day ahead! 🙂