Cannot access Windows Update, restart or shut down computer - HP OMEN16

[OMENuser212]

Hi,

I have an HP Omen 16 laptop that has been acting weird since the last firmware (I think?) update. I bought this almost 6 months ago and it's a shame I had to pay premium for such a sloppy machine. Don't get me wrong, it's a great laptop in terms of performance, but the hassle it has given me (bluescreens, random crashes... just to name a few) due to software issues is just too much for me. Having owned an HP before, I took a risk by assuming the quality of your products would eventually improve over time. However, I'm truly disappointed to learn that HP I knew 15 years ago haven't made any significant progress when it comes to their software management and compatibility.

Yesterday I was surprised that I can no longer restart or turn off my machine. It either shows Restarting... in case of a restart or a black screen in case of a shut down while the laptop runs eternally (until I force it to shut down).

What's more, I am not allowed anymore to delete apps from the system (the procedure freezes at exactly 99 percent). The laptop's temperature rises over some YouTube and light navigation (which I think shouldn't happen since this has a 12th gen I7/16RAM/RTX3060. I use Microsoft Edge, since Mozilla Firefox crashes immediately on startup (right after this update) and I can hear the fans going up to 4K when in sleep mode, which is unnatural. I never encountered this type of issues before, so this doesn't click to me. I suspected this to be a virus, since I noticed Microsoft Defender will freeze mid-scan. I also don't believe it to come from the internet since I haven't downloaded anything suspicious and generally, I am very conscious when it comes to my navigation on the internet. 

Please let me know how to fix this. I use this laptop for work and study, and I really don't have the time (nor the energy) to deal with this type of stuff. All I want is a functional laptop. Let me know if you need any extra information and thank you for your time.

[Elohi_NR · Accepted solution]

Hi @OMENuser212,

Welcome to the HP Support Community. 

I'd like to help!

Let us try the restore and see how it goes. 

Perform the steps from this document and keep me posted on the results.

Hope this helps! Keep me posted for further assistance.
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!