HP Omen 15 - Problem after Windows 10 reinstall

[mdmh84]

Dear HP Community,

I have recently purchased a HP Omen 15 laptop. The machine came with a 1Tb hard disk drive. I decided to buy and install a 250Gb Solid Disk Drive, with the intent to have Windows 10 running from this new SSD.

I was unable to perform the Operating System transfer myself (by cloning the drive) so I took the machine to my local technician. He informed me that cloning to drive was unreliable and the best way would be to wipe the C:Windows drive (HDD) and reinstall Windows on the SDD, which he proceeded to do. After the OS reinstall, he installed all the drivers for the laptop model from the HP website and everything was fine, the system is running super fast.

It was only after taking the machine home, however, that I realised that Omen Command Center was gone. Now I am without keyboard illumination, for one thing. I tried downloading and installing the app from Windows Store and Google Play, but without success.

The machine is brand new and with warranty so I was able to initiate support Chat with a HP technician online, who took control of my system remotely. He identified the problem was that for Omen Command Center to work the version of Windows 10 has to be the original HP version (that came with the machine). The current verion I have of Windows that was reinstalled is Windows 10 Pro, version 1803, OS build 17134.81.

Before the OS reinstall I remember that the original version was also 1803, but I don’t think is was Pro and I don’t remember the build.

Please, can anyone offer any solutions. I would be very grateful for any help. Is there a way I can go back to the original version of HP Windows that came with the machine out of the box?

Many thanks,

Mark D

[Photoray002]

Hello @mdmh84 

It helps us better if you include the full model or product number. There are over a dozen versions of dc0006.

Yes, Ive seen several posts in the past where the Omen Command Center (OCC) wouldnt work with Windows 10 Pro, even though there should be no technical reason for it.

First... force Windows to manually look for updates, then after it runs them, manually check again each time until there are no more.

Then make sure your bios is up to date. Should be version F.07... Here is the file if its not. Download the file, then run it. sp92404.exe

Install the Omen SDK package here... sp93236.exe

Install the HP Support Assistant, then run it and see if it finds any other HP updates needed. sp86979.exe 

Try the OCC again. If it doesnt open, uninstall it and install it from the Microsoft Store here... Get OMEN Command Center - Microsoft Store 

If it still does not open, go to the Search bar and type Services and open it.

Look for HP Omen HSA Service and see if its set to Running Automatic. If its there but not running, double click on it and make the changes.

Then go to the Search bar and type Device Manager and open it.

Scroll down to Software components and open it. See if Omen Software and Services is there and that there is no yellow caution sign next to it.

Hope that helps.

[mdmh84]

Hello @Photoray002

Thank you very much for your reply and for trying to help.

To clarify the HP Omen 15 version is dc0006la (purchased in south america), and the product number is: 2RJ30LA#ABM

- Windows Updates is not working, I get the following message everyime I try to update: "Error encountered. We´ll continue to check daily for newer updates. There were some problems installing updates, but we´ll try again later. If you keep seeing this and want to search the web or contact support for information, this may help: (0X80070422)."

- I was able to update BIOS and a processor driver through the HP Support Assistant. There are no other critical updates pending.

- Unable to properly install the SDK package. Is this the Command Center? It installs then automatically logs me out of Windows. The same thing happened when I downloaded and installed an OCC setup.exe from Softpedia. I log back in and nothing has changed.

-When i try to download OCC from Windows Store I get the message "Try again later, Something happened on our end". The online tech who tried to help couldn't get around this.

-In services i don't see any HP Omen HSA Service.  Under device manager, in Software devices, I see the following: Microsoft Device Association Root Enumerator, Microsoft GS Wavetble Syth, and Microsoft RRAS Root Enumerator. But no Omen Software and Services.

Thanks again for any advice you can offer.

I should mention that at the end of the support session with the online tech, the only solution he could offer was to contact HP in my country (apparently HP support chat only support products from USA and Canada), and ask them to reinstall the original HP version of Windows. Really hoping there is a way around this.

Mark D

[Photoray002 · Accepted solution]

Very strange.

It sounds very much like you need to clean reinstall Windows again.

Also DO NOT install the OCC from Softpedia!!! Only use HP or Microsoft Center for the HP Product.

Here is the correct link for the OCC program... Get OMEN Command Center - Microsoft Store 

Did you run the laptop with the original HDD with the original windows for a while  before upgrading to the SSD?

If so, the activation key for original Windows will be registered on Windows servers now.

Two choices....

You could clean install Windows again with an 8GB usb stick and a clean ISO of Windows Home using the Microsoft Media Creation Tool. Here is the link... Create media Windows 10 

When installing, choose Custom install and delete all the partitions on the SSD. Then let Windows install.

OR

You could disconnect the SSD, reconnect the original HDD and create the HP Recovery Media installer to a 16GB USB stick. That is, if you didnt wipe the HDD yet. Then disconnect the HDD and reconnect the SSD and install the HP recovery to that.

F9 at startup will access the ability to choose a drive to boot from.

Run the USB drive with the installer on it.

Then go through the process of updating Windows and such as I pointed out earlier.

[mdmh84]

@Photoray002 Thanks again for the reply.

I spoke on the phone with HP, and basically they told me that there are compatibility issues between the laptop model and Windows 10 Pro. 

So the solution seems to be to go back to a legit edition of Home. Yes, I did run the laptop with the original HDD with the original Windows for a day or so, and used updates.

I was under the impression that the windows license that came with the machine was a "one-time only deal", and If I reinstalled another OS version I would have to purchase the OS Home license again.

But apparently this is not the case. Perhaps because, as you mentioned, the activation key for original Windows is registered on Windows servers.

The original HDD was wiped. So, as you suggested, I should perform a clean, custom Windows install  (with the memory stick, which is what HP told me aswell) using Microsoft Media Creation TooI. By deleting all partitions on the SSD I suppose this will this allow me to reinstall the OS on the SSD again.

Anyway, I've booked and expecting a call from a HP tech who should walk me through the whole process step by step. Can´t fault HP customer service when under warranty! Hopefully it works out. 

Cheers!