HP Omen laptop randomly loses power

[DB229]

Product is an HP Omen 16.1in gaming laptop, sorry I can't get the other information right now because the computer still won't turn on.

At any random point in time my laptop will suddenly lose power. I say "lose power" because the display turns off, the sound disappears, and all my keyboard lights turn off and I can't interact with the computer anymore. It acts like it would if it was shut off except that I can't even turn the computer on again. The charging light will still appear when plugged in. After a while, could be a few seconds or half an hour or any other amount of time, the laptop will turn back on by itself on the lock screen as if I had only put it to sleep. This process repeats randomly as long as I keep the computer on.

The computer is relatively new (less than two years old), so there are two possible changes I can think of that might have caused this to happen. 1) I recently dropped my computer when I was in a panic the other day. 2) I downloaded a game which is known to cause severe memory leaks, but wasn't aware of this fact until after I started playing it. I first saw the behavior described above while playing the game, but can't remember if I dropped the computer before or after that. I bet it was before since I dont feel like these problems would be caused by a memory leak.

Things I've tried:

- Hard reset (no change in behavior)

- Running windows memory diagnostic test (did not give any errors, even when the described behavior was occurring during the test)

- Running component tests from F2 boot menu (did not give any errors, even when the described behavior was occurring during the test)

- Running sfc scannow (it found corrupted files and fixed them, but no change in behavior)

- Checked for driver updates (everything was up to date)

- Checked for system updates (updated without change)

Edit: I also checked the hard drive using both Windows' built-in tools and CrystalDiskInfo. Neither of them showed any issues.

The computer is not low on disk or storage space (not even 25% of it is used). 16GB of memory, doesn't use much more than half of it at a time even while gaming. I'm at a bit of a loss here. If providing more information on the device would help I can try to reply after the device turns back on.

[zoey7886]

@DB229, Welcome to the HP Support Community!  

Thanks for reaching out about your query regarding your laptop 'losing power"!

We're thrilled to have the opportunity to assist you and provide a solution.  

I understand how frustrating it must be to experience these sudden power losses on your OMEN by HP 16.1-inch Gaming Laptop. Since you’ve already performed several troubleshooting steps, let’s explore a few additional solutions to help isolate and resolve the issue. 

Possible Causes & Solutions

Overheating Issue

• Ensure the vents and cooling fans are clear of dust. You can use compressed air to clean them gently.
• If the issue occurs mostly while gaming, consider applying new thermal paste (if comfortable doing so) or checking for any fan-related errors in BIOS diagnostics (F2 > System Tests).

Hardware Impact from the Drop

• Run an extended HP Hardware Diagnostic (F2 > System Tests > Extensive Test). If any errors appear, note the failure ID and share it here.

Software & Memory Issues from the Game

• Since the issue started while playing a game known for memory leaks, consider uninstalling the game and checking if the issue persists.
• Boot into Safe Mode (Shift + Restart > Troubleshoot > Advanced Options > Startup Settings > Enable Safe Mode) and see if the laptop still loses power.
• If the problem does not occur in Safe Mode, a software conflict or driver issue could be at play.

BIOS & Firmware Updates

• Check if your BIOS and firmware are up to date via HP official support page for your model. If an update is available, install it carefully.

Let me know if this helps!

Take care, and have an amazing day!  

Did we resolve the issue? If yes, Please consider marking this post as "Accepted Solution" and click "Yes" to give us a helpful vote - your feedback keeps us going!  

Regards, 

[DB229]

Hello,

Unfortunately, the computer hasn't turned on at all since I made this post so I can't try any of those fixes. I sent it to Geek Squad the day after, but I just got the laptop back today saying that they couldn't source the parts for my unit and recommend sending it to HP. However I think the warranty on my laptop is expired so it won't let me go through the process to ask for a repair. Not sure what to do now since I can't even diagnose the issue and Geek Squad did not say what parts if any were the problem. Thank you for trying to help.

[DB229]

Okay, it randomly turned on again... i really don't get it. I'll try some of the things you listed in your post.

[TheMooDSlayer]

let me guess the IR sensor is broken? strange how i keeps seeing the same symptoms show up in the same 16.1 generations.

shop told me the replacement is R4500 basically 20% of the laptop price.