GPU Bottleneck issues in the Omen X series

[greenreefer]

Hello

I have purchased four seperate computers from the Omen X series. Three of them are working correctly as intended, whilst the fourth has an unknown issue that causes constant frame drops and GPU bottleneck while working under a stress load, such as a benchmark or a game. 

We have attempted to run multiple instances of tests, including but not limited to using GPU-Z to determine that the components work, HP Utilities tests (including memory, video and power, all came back positive with no issue) and more. During all those tests we were unable to determine the source of the error. 

We currently suspect it is an issue with the hardware, with the current suspicion of a faulty GPU / Power Supply, however we are uncertain.

Before we try to send the computer to lab for component switching or repair, I wanted to consult the forums. Has a similar issue occured to you, and if so what methods did you use to fix it? 

Thanks in advance. 

[Photoray002]

Hello @greenreefer 

When posting an issue, it helps us if you post the full model number or product number (preferred).

You can find it in the HP Support Assistant, click on the model and find the product number.

Is this a laptop? If so, whats the wattage of the power adapter?

I assume you've tried all the usual fixes of clean installing the graphics driver and checking the Task Manager for services that might be taking resources during the fps drop?

[greenreefer]

Hi and thanks for the quick reply

the model name is

SKU:Z5N35AAT#ABA

SIN:TJ1820VZYK

the adapter is a standard adapter that came with this pc  

and i have tried updating and installing all the drivers

i'v checked the task manager to see if any service or program my cause the issue 

but all seemed normal

[Photoray002]

Neither of the numbers you gave me are correct. I need the Product Number found in the HP Support Assistant.

Or start tapping the F1 key when you first press the power button to open the bios info menu before startup.

"the adapter is a standard adapter that came with this pc "

Im assuming this a new laptop, correct?

I need to know the actual wattage rating its label shows. Sometimes on rare occasion, the wrong adapter was included.

[greenreefer]

Is there a chance you could connect via team viewer or help desk and test the pc?

[Photoray002]

Sorry  we are not connected with HP support directly.

Could you answer my question about the power supply adapter?

And is this (I assume) laptop still under warranty? If so, I can reach out to HP to see what can be done for you.

[greenreefer]

The adaptor is 330 w

And the pc is new and under warranty

The product is an omen x gaming backpack 

[kevin-t]

@greenreefer

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.
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