HP Omen laptop's screen and keyboard started turning off when under strain

[mgiorgi]

Model : HP Omen 16-xf0061nf
Windows version : Windows 11 Family 23H2
RAM : 32 go
CPU : AMD Ryzen 9 7940HS
GPU : GeForce RTX 4070 Laptop GPU

Hi,

Recently, my Omen gaming laptop started having a recurring issue that shows up under during gaming on demanding games :

1. Screen and keyboard turn off.
2. During this time, I get disconnected from Internet.
3. I can give no input through keyboard, I can not turn off the computer using the keyboard power button.
4. I can give inputs through peripherals (mouse and gamepad)
5. Sound keeps being broadcast through peripherals.
6. Fans keep running.
7. This lasts for a variable amount of time, around 15 to 30 seconds. After that, the PC resumes its activity like nothing happened.

Note that I have used this PC for 2 months without any problem before this issue came up this week.

Here's what I've checked and the solutions I've tried :

1. Checked CPU and GPU temperature, which don't seem exceed 85°C and never exceed 90°C. I didn't keep precise logs of the temperature to see exactly how hot my pc is when the issue comes up, though.
2. Limited graphic settings to keep resource strain to acceptable levels.
3. Tried gaming both on cord and off cord, issue comes up under the same conditions.
4. Deactivated standby mode upon closing lid.
5. Updated BIOS.
6. Updated all drivers, using Driver Booster, GeForce experience, AMD Software and HP support assistant.
7. Reinstalled last Windows update.
8. Re-initialized PC to factory settings.

These steps did not help much with my problem.

I believe this issue started randomly and did not come with an install or an update. I seems to have been triggered only by a gaming session.

So, what's your take on this issue ? It seems to be hardware-related and linked to high workload, but what could it be ? Shutoff security when the GPU is under strain ? Insufficient power supply ? Any help would be very much appreciated !

Tell me if I can give you any more info.

Thank you !

[Raj_05 · Accepted solution]

Hi @mgiorgi,

Welcome to HP Support Community.

Thank you for posting your query, I will be glad to help you.

It sounds like you're experiencing a frustrating issue with your HP Omen 16 laptop during gaming sessions. Given the details you've provided, here are some possible causes and solutions to consider.

Potential Causes

Power Supply Issues:

• The power adapter may not be providing enough power during high-demand situations, causing the system to shut down or turn off components like the screen and keyboard temporarily.
• Ensure that you are using the original power adapter that came with your laptop, as third-party adapters may not meet the power requirements.

Overheating:

• Although you mentioned that the temperatures are within an acceptable range, thermal throttling can still occur if certain components (like the GPU or VRM) are overheating. Monitor temperatures closely during gaming to see if they spike just before the issue occurs.
• Ensure that the cooling system is functioning correctly and that vents are not blocked. Consider cleaning the fans and heatsinks to improve airflow.

Hardware Malfunction:

• A failing component, such as RAM, GPU, or even the motherboard, could cause instability under load. Running a hardware diagnostic test through HP’s built-in diagnostics tool could help identify any issues.
• RAM Issues: Use Windows Memory Diagnostic or Memtest86 to check for faulty RAM.

Driver Conflicts or Issues:

• Even though you've updated all drivers, sometimes conflicts or corrupt installations can cause problems. You might want to roll back to previous versions of critical drivers, especially for the GPU.

Windows Power Settings:

• Adjust your power settings to ensure that your laptop is set to "High Performance" when gaming. You can find this setting in Control Panel > Hardware and Sound > Power Options.

Background Processes:

• Check for background processes that could be consuming resources and causing the laptop to behave erratically during gaming. Use Task Manager to identify any unusual activity.

[Raj_05]

Suggested Solutions

Power Supply Check:

• Use a different power outlet or try a different power adapter, if available, to rule out power supply issues.

Cooling Improvements:

• Consider using a cooling pad or ensuring that the laptop is on a hard surface to facilitate better airflow.

Stress Test:

• Use a tool like FurMark for the GPU and Prime95 for the CPU to simulate high-load conditions and monitor temperatures and stability. Note any unusual behavior during these tests.

Hardware Diagnostics:

• Run HP’s built-in diagnostics (accessed during startup) to check for hardware issues.

Clean Installation of Drivers:

• Uninstall the current GPU drivers using DDU (Display Driver Uninstaller) and then reinstall the latest drivers from NVIDIA’s website.

Event Viewer:

• Check Windows Event Viewer (Windows Logs > System) for any error messages or warnings that occur around the time of the issue. This can provide clues about what might be happening.

Update Firmware:

• Ensure that the laptop’s firmware is up to date, as manufacturers often release updates to resolve such issues.

I hope this helps.

Take care and have a good day.

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

Alden4

HP Support