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HP Recommended
OMEN by HP - 15-ce019dx
Microsoft Windows 10 (64-bit)

Hello Community,

 

I have an HP Omen 15 laptop running Win10 OS (64bit).  Recently, it took a fall out of a hotel van while it was inside my computer bag.  When I first tried to start it after the fall, it gave me a HD error of some kind (I didn't capture details).  The machine was in hibernation during the fall.  It was also (i believe) in the middle of a Win10 update - what I mean by that is that it had a pending restart that never got done because of the fall.

The next morning, I took the laptop apart and pulled the HD, inspected it, and re-installed it.  Then, I put everything back together.  The machine started up and seemed to work fine - until I tried to shut Windows down.  Then, and now, a Win10 shutdown proceeds (apparently) normally.  The "shutting down" message displays, then the display goes dark, then the fans shut off and the keyboard goes dark.  All seems well, until precisely 5 secs later - when the keyboard lights up, and the Win10 login screen reappears.

 

Here's a video: https://youtu.be/fbaoXhRPvl

I have been on other help forums and I have tried everything with Win10:

1.  Turned off Fast Startup (power settings);

2.  Turned off Automatically Restart (Advanced System Settings);
3.  Ran Power Troubleshooter (along with several others);
4.  Uninstalled all updates in the past 2 weeks, then reinstalled;
5.  Made sure all Win10 updates are up-to-date;
6.  Started Win10 in Safe Mode, tried shutdown - same issue;
7.  Started Win10 from Clean Boot - problem still persists;
8.  Reset BIOS to defaults;
9.  Enabled "powerdownaftershutdown" in Winlogin Registry;
10. Ran Win10 system file checker (sfc /scannow);

11. Disabled every hardware device power management setting
       (unchecked every "allow this device to wake the computer");

12. Tried shutdown from command prompt - same results;
13.  Confirmed all the drivers are up-to-date when compared with HP Support Driver Download site.

 

The only way to get the machine to say shutdown is to do a hard shutdown (hold power button down for 20-30 secs).

Putting the machine to sleep results in the same restart as the power button blinks the second time after entering sleep.

I am assuming this is a software/OS issue.  It just seems like that to me.  The machine works fine in every other way.  I have not noticed any physical damage,  There are no stuck keys, no dents in the mouse pad, no cracks, breaks or any evidence of the fall.  However, given the fall, it certainly could be a hardware issue.

 

Anyone have any other ideas that I haven't tried yet?  Thank you, Todd

 

 

1 REPLY 1
HP Recommended

Hi @Todd_P

 

Welcome to the HP Support Community. I see that you are facing issues with your OMEN By HP - 15-Ce019dx. We want to help you with it. 

 

I have sent you a private message with further instructions to get this issue sorted in order to access your private messages, click the private message icon on the upper right of your HP community profile, next to your profile Name or simply click on this link.

 

Thanks!

NIRVANA_95
I am an HP Employee
† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the <a href="https://www8.hp.com/us/en/terms-of-use.html" class="udrlinesmall">Terms of Use</a> and <a href="/t5/custom/page/page-id/hp.rulespage" class="udrlinesmall"> Rules of Participation</a>.