Issues with Replaced Motherboard on Victus Gaming Laptop (15-fa0350TX)

[Bhanendra_kumar]

Dear HP Support Team,

On December 26, 2024, the motherboard of my Victus Gaming Laptop (15-fa0350TX, 6N028PA) was replaced under warranty. However, since the replacement, I have been facing persistent issues that I believe indicate a faulty motherboard rather than a RAM chip issue. Below is a detailed timeline of the problems:

December 26:
On the day of the replacement, I experienced significant FPS drops during GPU-intensive tasks, such as playing Genshin Impact and working in After Effects.

December 27:
I contacted HP Customer Care for assistance. Unfortunately, the diagnostic app they suggested could not be downloaded, so they scheduled a callback for December 28.

December 28:
I was not at home that day, so I couldn’t attend the scheduled call from HP support. Additionally, I didn’t have the opportunity to use my laptop at all.

December 29:

• At 2 PM, while playing Valorant, the left USB port started disconnecting intermittently. This issue persisted regardless of the connected device (keyboard or mouse). The port appeared to be dead but would occasionally start working again after 10 to 15 minutes or after restarting the laptop.
• At 5 PM, I attempted to diagnose the USB issue by following a YouTube video guide that suggested uninstalling the USB driver. After uninstalling the driver and restarting the laptop, the screen glitched, went black, and the Caps Lock key started showing a memory failure error (3 slow and 2 fast blinks).

December 30:
When I contacted HP support again and shared this timeline, I was told the issue is likely with the RAM chip, and a replacement was scheduled. However, I strongly suspect that the problem lies with the motherboard, given:

• The intermittent USB port failure during GPU-centric tasks.
• The sudden appearance of a memory failure error.

I kindly request your assistance in escalating this matter for a thorough inspection of the laptop. If the motherboard is found to be faulty, I would like it replaced under warranty to ensure proper functionality.

Laptop Details:

• Model: Victus Gaming Laptop 15-fa0350TX (6N028PA)
• Motherboard Replacement Date: December 26, 2024

Thank you for your attention to this matter. Please advise on the next steps to resolve these ongoing issues.

Sincerely,
Bhanendra Kumar

[Irfan_06]

Hi @Bhanendra_kumar,

Welcome to the HP Support Community.

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

I understand you're experiencing an issue with performing a recovery on your PC/Laptop.

I apologize for any inconvenience this may have caused, I'm here to help you today.

Please follow the steps below to perform an extensive system test to confirm if the hardware is working fine.

1) Shut down the computer.

2) Turn the computer back on again and repeatedly tap on the ESC until a Startup menu appears.  

3) Press F2 once.  

4) Go to the system test > extensive test

If the hardware is working fine. Kindly refer to the steps on this link to perform system restore on your laptop and let me know if that resolves the issue.

If the issue still persists, click on this link to perform a recovery on your Laptop.  (Take a backup of the data before performing a recovery)

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

I hope this helps.

Take care and have a great day ahead!

 Irwin6

HP Support

[Bhanendra_kumar]

No matter what I do, laptop is still showing memory error on the capslock (3 slow and 2 fast blinks) 

[Irfan_06]

Hi @Bhanendra_kumar,

I am sorry to hear that the above steps did not help much but i do appreciate your efforts in performing the troubleshooting steps.

It seems like an issue with the laptop hardware as you have exhausted all the possible troubleshooting steps to fix it. We appreciate your understanding and patience.

I've sent you a private message with the instructions to get in touch with the HP phone support to assist you further. 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