HP Omen 15 (dh1054nr) Freezes When Plugged Into Power

[BYWK]

Hi,

When my HP OMEN 15 is plugged into the OEM charger, it freezes not long after. I can be doing simple things like browsing the web or deleting files and it freezes when plugged in. This forces me to force the power off. However, when the laptop is running on battery alone, there is no noticeable issue. I have had this laptop for about 3 years and have not had this issue until very recently. Please assist on figuring out what is the issue and what is the solution. Thank you.

[Nal_NR]

Hi @BYWK,

Welcome to the HP Support Community. 

I'd be happy to help you! 

I understand that you are having issues with the freezing.

The issue with your HP OMEN 15 freezing when plugged into the charger could be related to several factors, such as power settings, hardware issues, or even software conflicts. Here are steps to diagnose and resolve the problem:

1. Check the Charger and Power Adapter:

• Inspect the Charger:
  1. Check if the charger and power adapter are physically damaged or if the cable is frayed.
  2. Ensure the charger is the original OEM charger provided by HP.
• Try a Different Charger:
  1. If possible, try using a different compatible charger to see if the issue persists.

2. Update BIOS and Drivers:

• BIOS Update:
  1. Visit the HP Support website and download the latest BIOS update for your HP OMEN 15 model.
  2. Follow the instructions on the website to update the BIOS.
• Driver Update:
  1. Open Device Manager (right-click the Start button and select Device Manager).
  2. Expand the categories such as Display adapters, System devices, and Batteries.
  3. Right-click each device and select "Update driver" > "Search automatically for updated driver software".

3. Adjust Power Settings:

1. Go to Settings > System > Power & sleep.
2. Click on "Additional power settings".
3. Select your current power plan and click on "Change plan settings".
4. Click on "Change advanced power settings".
5. Expand the "Processor power management" section and set the "Minimum processor state" to 5% for both On battery and Plugged in.
6. Set the "Maximum processor state" to 100% for both On battery and Plugged in.

4. Check for Overheating:

• Clean the Vents:
  1. Ensure that the laptop vents are not blocked by dust or debris. Use compressed air to clean the vents.
• Monitor Temperatures:
  1. Use a tool like HWMonitor or Core Temp to monitor the temperatures of your CPU and GPU.
  2. If temperatures are high, consider using a cooling pad or adjusting the fan settings in the HP OMEN Command Center.

Please find the next set of steps in the next post. 

Hope this helps! Keep me posted for further assistance

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

[Nal_NR]

Hi @BYWK,

Please find the next set of steps below. 

5. Check for Software Conflicts:

• Safe Mode:
  1. Boot your laptop into Safe Mode to see if the issue persists. If it does not, a third-party application may be causing the problem.
  2. Press Win + R, type msconfig, and press Enter.
  3. Go to the "Boot" tab and check "Safe boot".
  4. Restart your laptop.
• Clean Boot:
  1. Perform a clean boot to identify software conflicts.
  2. Press Win + R, type msconfig, and press Enter.
  3. Go to the "Services" tab, check "Hide all Microsoft services", and click "Disable all".
  4. Go to the "Startup" tab and click "Open Task Manager".
  5. Disable all startup items.
  6. Restart your laptop.

6. Run HP PC Hardware Diagnostics:

• Use the HP PC Hardware Diagnostics tool to check for hardware issues.

1. Turn off your laptop.
2. Turn it back on and immediately press the Esc key repeatedly until the Startup Menu opens.
3. Press F2 to open HP PC Hardware Diagnostics.
4. Run the System Test and other relevant tests to check for hardware issues.

7. Check Event Viewer:

• Event Viewer can provide clues about what might be causing the freezes.

1. Press Win + X and select Event Viewer.
2. Look for critical errors or warnings around the time of the freezes in the System and Application logs.

8. Battery Calibration:

• Sometimes recalibrating the battery can help with power-related issues. Click here

1. Charge your laptop to 100%.
2. Disconnect the charger and let the battery drain completely until the laptop shuts down.
3. Recharge the laptop to 100% without interruption.

9. Factory Reset:

• As a last resort, you can perform a factory reset to rule out software issues.

1. Back up your data.
2. Go to Settings > Update & Security > Recovery.
3. Click on "Get started" under "Reset this PC" and follow the instructions.

You may also refer to this document for Computer locks up or freezes

Hope this helps! Keep me posted for further assistance

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

[BYWK]

Thank you for all the steps. I have tried following each. Unfortunately, the computer still freezes after replacing the charger, running test (computer freezes during extensive test), changing the power settings changing the RAM, and factory resetting it. The only thing I did not do was update the BIOS. I do not feel comfortable doing that with the computer freezing. 

I have taken it to an authorized repair shop and they suggested to change the RAM first. Since the issue still persists after new RAM, now they think I may need to change the SSD. Is this correct? 

Also after it freezes during the extensive test, I  force the computer to turn off. When I try to turn it back on the Caps Lock blinks 3 times repeatedly but won’t turn the screen on. This happens sometimes after force shutting down. 

[Nal_NR]

Hi @BYWK ,

We apologize for the inconvenience, but it seems that the issue persists even after attempting the troubleshooting steps mentioned above.

This might require one-on-one interaction to fix the issue via remote assistance. 

I've sent you a private message with further instructions. In order to access your private messages, click the private message icon on the upper right corner of your HP Support Community profile, next to your profile Name or simply click on this link.

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution button, that'll help us and others see that we've got the answers!