HP Omen17-cb0002na

[ClearTheRidge]

Hi there, 

I have been having a problem with my pc just randomly shutting down from time to time and wouldn't switch back on for a good while. It started happening last year when I was playing Deus Ex: Mankind Divided and from there is when it has started happening more frequently. When it first happened I assumed it was due to it overheating (which, to be fair, it was very hot at the time so I am not surprised). I am assuming it is due to the age of the machine having now owned it for almost 4 years at this point, and with the battery getting worse which is not surprising. What is concerning me is the frequency that it is happening. For example just today (20th Sep, 2023) it happened today, and it didn't come one for an hour. When I was able to switch it back on it said that it failed to load windows properly and to be safe I decided to system restore to the previous day I was using it. It also shut down randomly twice when I was using it yesterday too, and I was only watching YouTube on it. It does seem like an overheating issue, but I would also like to get some input from others too. 

Thanks very much. 

[Alden4]

Hi @ClearTheRidge,

Welcome to HP Support Community.  

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

It sounds like you're experiencing some issues with your OMEN by HP 17 laptop randomly shutting down. Overheating is indeed a common cause of such problems, but there can be various reasons behind unexpected shutdowns. Here's a step-by-step guide to help you troubleshoot and potentially resolve the issue.

Check for Overheating:

• Ensure your laptop is on a flat, hard surface that allows for proper airflow.
• Clean the laptop's vents and fans using compressed air to remove dust and debris that may be causing overheating.
• Monitor your laptop's temperature using third-party software (e.g., HWMonitor) and make sure it doesn't exceed safe levels while gaming or performing intensive tasks.

Update Graphics Drivers:

• Outdated or incompatible graphics drivers can cause system instability. Visit the official HP website and ensure you have the latest graphics drivers installed for your laptop.

Check for Windows Updates:

• Make sure your operating system is up-to-date by installing the latest Windows updates and patches. Sometimes, updates can include fixes for system stability issues.

Power Supply and Battery:

• Check the power supply and battery connections. If you're experiencing issues, it could be related to the power source.

Event Viewer:

• Use the Windows Event Viewer to check for any critical error messages or warnings that might provide insight into why your laptop is shutting down.

Check for Malware and Viruses:

• Run a full system scan using a reputable antivirus program to ensure your laptop is not infected with malware.

Hardware Diagnostics:

• Most HP laptops come with built-in hardware diagnostics tools. You can access these tools during the startup process (usually by pressing a specific key, such as F2 or F12) and run tests to check for hardware issues.

RAM and Hard Drive:

• Test your RAM and hard drive for errors. You can use Windows Memory Diagnostic for RAM and CHKDSK for the hard drive.

System Restore:

• If the issue started after a particular software installation or update, you might want to perform a System Restore to revert your system to a point before the problem occurred.

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 

[ClearTheRidge]

Hi there, 

Unfortunately it now does not even turn on. As my warranty has expired I took it to a local technician so that they could have a look at it and try to fix it. They said it was one of two problems; firstly that it was overheating from the amount of dust, hair etc. inside the machine and that the thermal paste must've been dry after not applying new paste, and secondly that there is something wrong with the motherboard. The technician took a photo of the motherboard which they said was very concerning. The image below is what the technician took. This is unfortunately really concerning and upsetting because I now do not have a pc for university which is a major concern. Any help would be greatly appreciated. Thank you very much. 

[Alden4]

Hi @ClearTheRidge,

Thank you for your response, 

Due to limited support, I would request you contact our HP Support and our Support Engineers should be able to sort this out. HP Support can be reached by clicking on the following link.

https://www.hp.com/contacthp/

Please feel free to contact us here anytime you need any further assistance.

Have a great day!

Alden4
HP Support 

[ClearTheRidge]

Hi there, 

I am really sorry but the link you have sent on here keeps on coming up with an error, saying "We're sorry

HP Customer Support site is temporarily unavailable. We apologize for any inconvenience. Please check back later." 

I have attempted this three times over three different time periods to no avail. Please can you advise?

Kind regards. 

[Irwin6]

Hi @ClearTheRidge,

Welcome to the HP Support Community.

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

I am sorry to hear that you were not able to access the shared link for support.

I've sent you a private message with the instructions. In order to access your private messages, Click the Private message icon on the upper right corner of your HP Community profile Next to your profile Name, you should see a little blue envelope, please click on it or simply click on this link

Take care and have a great day ahead!

Irwin6

HP Support