Dead omen 16

[Kylepjones]

Laptop powers on and plays game while not connected to ac. Soon as connect to ac its shuts down. Have had it seen by two specialists and they've both said it's a power issues with the mother board. It's 18months out and out of warranty. Surly it's protected by consumers rights? Does anybody have an email address I can contact hp with 

thanks 

[Garp_senchau]

@Kylepjones, Welcome to HP Support Community,

Thank you for posting your query; I’m here to help by guiding you through steps to resolve this issue

It sounds like your HP laptop is experiencing power issues when connected to AC power. This could be related to the charging circuit, battery, or a software/firmware issue. Here are some troubleshooting steps to help diagnose and fix the problem:

Perform a Hard Reset

Power off the laptop completely.

Disconnect the AC adapter and remove the battery (if removable).

Hold down the power button for about 15-20 seconds.

Reinsert the battery and plug the AC adapter back in.

Power on the laptop and check if the issue persists.

Check the Power Adapter

Ensure the AC adapter is properly plugged into both the laptop and the power outlet.

Check the AC adapter for any visible damage (e.g., fraying, kinks, exposed wires).

Test the AC adapter with another device (if possible) to make sure it works.

Battery Health Check

Windows Battery Report:

Press Windows + X and choose Command Prompt (Admin).

Type powercfg /batteryreport and press Enter.

Go to your user folder (C:\Users\[Your Name]) to find the battery-report.html file.

Open it and look for any warning signs like battery wear or charging issues.

HP Battery Check (if available):

Use HP Support Assistant or HP Hardware Diagnostics to run a battery check.

Open HP Support Assistant > Troubleshooting > Battery Check.

If the battery is failing, it might need replacement.

Update BIOS and Drivers

Visit the HP Support website.

Search for your laptop model and go to the Drivers & Downloads section.

Download and install the latest BIOS and chipset drivers.

Also, update the battery and power management drivers (these can be found under the Battery and Power Management sections).

Perform HP Hardware Diagnostics

Turn off the laptop.

Press and hold the Esc key, then press the Power button.

From the menu that appears, press F2 to run HP Diagnostics.

Select Battery and AC Adapter tests to check for issues.

Test with a Different Power Source

Try connecting your laptop to a different outlet.

Avoid using any power strips; plug the AC adapter directly into the wall socket.

I hope this helps.

Please feel free to reply here if you have any questions or if you need further clarification on any of the steps. 

Take care and have a good day. 

Did we resolve the issue? If yes, please consider marking this post as "Accepted Solution" and click "Yes" to give us a helpful vote - your feedback keeps us going!

Regards,

[Kylepjones]

His thanks for the reply. Tried all of the above and still having the same problem. It seems like the laptop is shutting down when on a heavy load not a battery problem. I've noticed that the cpu idle temp is fluctuating a bit more than normal al to 

[Garp_senchau]

Hey @Kylepjones, 

Thanks for reaching out! Since the issue remains unresolved, I suggest contacting our phone/chat support team for personalized assistance. They can provide one-on-one help and may even be able to work their remote assistance magic to fix the problem.

Note: There might be a nominal charge for the service they provide.

Regards,