HP Omen Freezes upon logging in

[AnotherBadOmen]

Has anyone else had issues with their HP Omen locking up?  I first purchased my Omen in August.  1 month later (approx) I went to log in and about 20 seconds after logging in, the laptop had frozen.  Waiting 20 mins, nothing working.  Rebooted several times to the same result.  Finally managed to run the available HP diagnostics at bootup.  After detecting "no issues " I went to do a clean install of windows (as per the HP trouble shooter).  The active partition was deleted and then before the re-install of Windows could take place, the laptop froze again.  Waited for 2 hours to make sure nothing was going to happen before attempting a restart.  Laptop booted to "no boot device found".  So it was sent back to Amazon to an "authorized hp repair vendor".  Received the laptop back in October and it seemed to be working fine.  Decided to use the laptop this morning and once again, it was frozen.  I rebooted and it froze 20 seconds after logging on.  So after going through all the steps again, went to do a clean install of Windows.  This time the reinstall seemed to work and the laptop restarted several times during the process.  However before the final restart where one starts setting up their windows account etc, the laptop once again froze. 

Has anyone else had similar issues with their Omen?  I searched the forums and the closest thing I could find to a solution was to disable the "fast boot up" option (which I did).   Since I've managed a clean install of Windows I'm going to say this is not a software conflict so I'm wondering if it could be a faulty SSD?  If anyone has any idea's I'd love to hear them.

FYI:  I tried to use the "chat now" option with HP support, however after filling in the "brief description of your issue" screen, I was booted back to the "contact hp" screen with no idea if this issue is being addressed, if I will be emailed, phoned etc.   There doesn't seem to be an email address I can use and I'm feeling pretty dissapointed with HP's lack of support options.  

[Photoray002]

@AnotherBadOmen

Ill ask if a Rep can contact you during the week via a private message here on the forum.

In the mean time, can you run the Diagnostics Tests and check the hard drive?

F2 at power on. Here are the intructions... HP How to use Diagnostics 

[AnotherBadOmen]

Thank you for that, I would really appreciate it.  I did manage to run the diagnostics, I did the memory diagnostic (it passed), the quick disk check (it passed) and then the extended disk check (it passed). However I think the PC only detected one hard disk and possibly not the SSD.  

As of right now, the laptop froze again during the clean installation of Windows 10.  So it goes to boot up, it displays the HP Omen logo, Then it shows an admin user name with the word "preparing".  At this stage the PC will either freeze or it will give the error message "Failed to install windows".  

I have tried to use the recovery option again but even in that screen the PC will freeze, I cannot perform another windows installation or even boot in safe mode.

At this stage I've had this happen to me twice, I've been without a PC for nearly a month the last time this happened and this is actually costing me money since I pay a monthly Adobe fee for video editing software that I cannot use.  I'm not interested in having another repair done only for this issue to crop up again.  What I really want at this point is a refund for this purchase.

[Photoray002]

Im a little confused.

Looking further into it, the specs only show it came with an HDD, no SSD. Did you since add one to it or is OMEN by HP - 17-an120nr the wrong number?

https://support.hp.com/us-en/product/omen-by-hp-17-an100-laptop-pc/20329829/model/21910732/document/...

If an SSD was added to the system and its not detecting, HP wont cover the SSD because it didnt come with it originally.

Can you verify what you have?

[AnotherBadOmen]

Hi there, I also looked up the specs on the HP website and didn't see and SSD listed even though the 17-an120nr comes with a 128GB PCIE SSD and a 1TB 7200pm hard drive.  You can see this laptop listed on  Amazon, Best Buy, New Egg, Cnet, Tiger direct  and Walmart claiming it comes with a 128GB SSD and a 1TB 7200rpm hard disc.  The only site that doesn't mention this spec is HP.  This is hardly comforting. 

This laptop was purchased via Amazon from the HP selling page.  

https://www.amazon.com/gp/product/B07D961VDH/ref=oh_aui_search_detailpage?ie=UTF8&psc=1

The SSD is the one that came with it, there has been no upgrades or device changes made since purchase.  The system also had all the latest HP updates and Windows updates.  

[Photoray002]

OK then, thats good to know. Who ever wrote the spes page neglected to add that in.

You should be covered no problem.

[AnotherBadOmen]

I certainly hope so, however I'm unsure if I'm going to be contacted as the "chat" service did not work, there is no email address I can use for contact.  

[Photoray002]

They said your issue was esqualated. You should get a PM within a couple business days.

[AnotherBadOmen]

Thank you for the assistance, I look forward to hearing what HP has to say.  I'm obviously upset over the whole affair but now I'm curious as to what the issue is.  

I managed to do the mem check and it passed.

I managed to test both hard drives (ssd and other) and they both passed the quick and full tests.

The PC freezes before windows will boot and it will freeze before windows repair can boot.

I did manage to make a boot up disc using the HP media creator when I received my laptop after the first repair.  So I went into the bios settings this morning and changed the boot order to boot from a USB device first.  Another point, PC doesn't freeze in the bios screens it seems).  

However after attempting to boot from the USB  the PC once again froze before completion.  

I'm thinking the freeze while trying to boot from the USB means this isn't an SSD issue?