HP Omen restart in screen lock

[masifhafeez]

Hi,

I have recently bought HP Omen 15 EK-1000 series laptop. The issue I am facing is, my laptop restarts after 2 minutes in idle lock screen. I tried changing the Power option and set the "Put the computer to sleep" to Never. But still the laptop restart itself. The issue is not happening when system remains idle for sometime without lock screen. 

I have also ran the detailed diagnostics but all tests were PASSED and no issues detected.

Please guide how to resolve this issue.

Regards,

Asif 

[praveenbv]

Hi@masifhafeez, Welcome to the HP Support Community!

 Request you to follow the below troubleshooting steps.

Please follow the below steps: 

Step 1: Enabling the Keyboard in Windows 

Skip this step if the computer does not enter sleep mode or if the computer wakes unexpectedly. 

Follow these steps to enable your keyboard to wake your computer from sleep mode: 

1. In Windows, search for and open the Device Manager. 

2. Click the arrow next to Keyboards and double-click the name of your keyboard. 

3. If the Power Management tab is available, proceed to the next step. 

If the Power Management tab is not available, click the Change Settings button if it appears below the Device status box. The same Keyboard Properties window opens with the Power Management tab available. 

If you are prompted for an Administrator password or confirmation, type the password or provide confirmation. 

1. Click the Power Management tab and make sure that the box next to Allow this device to wake the computer is checked. 

2. Click OK, and then test to make sure that the keyboard can now wake the computer. If the computer still cannot wake from sleep mode, continue using these steps. 

3. For instructions on how to update the BIOS of your computer, see one of the following HP support documents: Updating the BIOS (Notebooks) 

For more steps, please Click here 

Hope this helps! Keep me posted. 

Please click “Accept as 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!

Have a great d

[masifhafeez]

Hi,

I tried all the steps but it didn't work out.

Keyboard setting is already there which you mentioned below.

I even tried the steps mentioned in the link which you provided but that also was not helpful.

I noticed that when laptop is going to sleep after 2 minutes, the keyboard freezes and laptop restart in another 2 minutes.

Kindly advise. 

[praveenbv]

Hi@masifhafeez,

`We have done the basic troubleshooting as per the document and the notebook needs to be checked taking remote access so that get to know it's a hardware or software issue.

I'd suggest you contact HP in your region regarding the service options for your computer or HP Chat Support Team.

[masifhafeez]

Hi,

I ran detailed system diagnostics in the startup (F2) and found attached issue related to 'Video Memory Check'. Please guide  how to fix it.

[showboxforpc]

We have done the basic troubleshooting as per the document and the notebook needs to be checked taking remote access so that get to know it's a hardware or software issue. 

I'd suggest you contact HP in your region regarding the service options for your computer or HP Chat Support Team.