HP OMEN 15 Shutting down during PUBG

[ThomKrafft]

Hello,

I've gotten this laptop last week in which i used it for work (administration related business) only. Yesterday i wanted to use it for what i bought it for; gaming. And PUBG was the game of choice.

During a (multiple) game(s) the laptop just instantly shuts down without a warning and doesn't automatically restart. After i hit the power button again it will blink a couple of times and then start up again.  Now i was in quite a bit of luck since my friend i was game at was a systemadministrator and knew a few things but he couldn't get it fixed.

During the last failure / shut-down these were the following statistics at OMEN command center:

GPU - 84% / 67 degrees

CPU - 39% / 81 degrees

Memory - 48% / 7,68 GB

What we have tried already;

- Updating the bios

- Updating drivers

- Disabling automatic restart after failure

What we have not done yet;

- Test for a hardware failure

- HP System recovery

Things we noticed;

- The laptop doesn't seem to shut down while disconnected from the adapter - ill try this again next 10 minutes

- It runs PUBG fine

- We cant seem to find a critical failure in the logs

Extra;

- I havn't changed any hardware

- On the last shutdown i heard, what i thought was,  a clicking (metal-ish) sound below the WASD keys. Im note quite sure if it was the fans shutting down instantly, or sound coming from the speakers. 

Looking for help! If i need to send it back and have it repaired in need to have it done before the first of december before i go abroad for work for 6 months.

Thanks in advance

[Photoray002]

Hello @ThomKrafft

Very odd issue. Looks like you've done the first steps already.

I don't know of any reason for the system to not work for gaming while plugged in, unless the AC adapter is "faulty".

How long into the game does it shut down?

How much battery is showing after you restart and remove the power cord?

If your posted temps are correct, you are definitely not over heating.

Run the UEFI diagnostics for Components and test the adapter while plugged in. In fact it wont hurt to test everything anyway.

A full reinstall?

Ya you can do that if you want and its faster than warranty repairs, but my guess is the OS is not the issue, unless you possibly installed some strange bug. Usually thats not the case though.

And yes If you contact Support directly, they usually have a machine 2-3 weeks for repairs including shipping time. Contact HP Worldwide | HP® Official Site

FYI if you send it in for warranty... If Support reinstalls the OS (and they might), they do not do data backup. So be sure to backup yourself. And obviously dont have personal data left on there that you dont want anyone to see.

Let us know your results.

[ThomKrafft]

Hey @Photoray002

I've had time for one test yesterday. I will try to cause a shut-down while playing PUBG without having the adapter plugged in. Also ill check out the UEFI diagnostics.

I did one "test" with the adapter plugged in.

- The battery was 97% on start.

- Finished the first game without a problem

- Started the second game and within a minute it shut down

Time from game start-up to crash was 13 minutes and 36 seconds.

- After the crash my power button seemed unresponsive for about 20 seconds

- The battery percentage after crash was 99%.

[Photoray002]

Go into F2 Diagnostics at power on that I mentioned earlier, run System Tests/Extensive and test everything.

https://support.hp.com/lt-en/document/c03467259

[ThomKrafft]

I did as you told - the quick and extensive test were both succesfull and everything passed.

In the meanwhile im at my 13th day (of 14 possible) of the return policy. I called the company and explained everything up until now. They've started the exchange protocol for me. If the exchange is accepted i can return the laptop and get a "brand new"  one for free. This will give me the option to have a laptop before i go abroad.

I will still try some stuff right now to see where the problem lies, it's a very parculiar issue. I'll try the classic computer-noob (that i am) re-installing the game and trying it again.

[Photoray002]

Got ya.   Do let me know how it turns out. 

[ThomKrafft]

To bad, re-installing didn't work - shut down mid game again after about 12 minutes and 30 sec - guess it was worth a try!

[Photoray002 · Accepted solution]

Definately a hardware issue then. Tell the company/store(?) this and it should help get the OK for a replacement.

Sorry to hear of all the trouble. I honestly haven't heard of very many hardware return issues with the Omen series. Its been pretty solid. I guess you were just one of the unlucky ones?

Good luck. 

[ThomKrafft]

I got confirmation for a return/replace this morning.

Thanks for all your help! 

[FurkanM]

(Its been a lot of time since the last reply but)
I have a similar issue 😞
After playing pubg (and some other heavy games) for simular times as yours computer screen goes off but it still stays open (I think) , sounds get in a loop for a few secs and then stops, keyboard does not response (actually I noticed if I open flight mode when PC is in that other dimension in next session flight mode still stays active).
I start a VP benchmark to see is it because of GPU. It reached the maximum heat which is 72°C and just like pubg it shut down (or whatever is that status)
I run the F2 HP diognastics tool and it says everything is OK.
And the main issue is I bought the computer from someone who bought it from America, soo I am not from America and I can't get a real receipt from the guy I bought it from, just screenshots of his bestbuy history. I don't think I can use worldwide warranty if I can't get receipt. (HP support assistant says I still have warranty but idk)
Btw my computer is OMEN an012dx if it will make a difference.
Thanks.