Looking to identify possible defects

[sbz95]

Hello everyone

I'm having some issues with my HP Omen laptop. The laptop runs way hotter than usual even during light tasks (I'm guessing because I haven't cleaned the fans in a while) but now on top of this, when the laptop is charging, the display and keyboard both turn off and become completely unresponsive. As soon as I disconnect the charger and the battery level drops below 80% it starts functioning again. I'm already in contact HP to get a repair initiated but I'm curious what this could possibly be. Any of you have any idea?

I already tried contacting HP support through WhatsAp for this but they're of no use because I'm pretty sure the support agent is not located in my country and some sort of AI tool is being used for translation because alot of context gets lost and messages get mistranslated resulting in any

[Nal_NR · Accepted solution]

Hi @sbz95,

Welcome to the HP Support Community. 

I'd be glad to help you! 

I understand how concerning it must be to see your laptop overheating and becoming unresponsive while charging—it’s definitely frustrating when a reliable machine starts acting up. Let’s see if we can pinpoint the issue while you’re waiting for repair.

• Have you noticed if the laptop shuts down or behaves differently at higher battery levels, even when it’s not plugged in?
• Are you using the original charger and cable provided with the laptop, or a third-party replacement?
• Does the issue persist if you use the laptop in a well-ventilated area or with an external cooling pad?

Let's try these steps. 

Clean the Fans and Ventilation:

• Dust accumulation can cause overheating. Use compressed air to clean the vents and fans (ensure the laptop is powered off and unplugged before doing this).

Test with a Different Charger:

• If possible, use another compatible charger to see if the issue occurs. A malfunctioning charger can cause power irregularities.

Check Battery and Power Settings:

• Go to Control Panel > Power Options, and ensure your power plan isn’t set to reduce performance while charging. Check the advanced settings for overheating thresholds.

Update BIOS and Drivers:

• Visit the HP Support website to ensure the BIOS and all critical drivers, especially for the chipset and graphics, are up to date. Overheating can sometimes be due to outdated firmware.

Run Diagnostics:

• Use HP’s built-in Hardware Diagnostics tool by pressing F2 during startup. Run the battery and thermal tests to identify any issues with the hardware.

If the problem persists, it might indicate an internal hardware fault, such as a malfunctioning charging circuit or thermal sensor. HP’s repair team will be able to address this in detail. I recommend you contact phone support for further assistance. 

Hope this helps! Keep me posted for further assistance

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

[sbz95]

This did help me get to the bottom of it even though I couldn't fix the issue so I'll mark this as an accepted solution anyways, thanks

[Nal_NR]

Hi @sbz95,

Appreciate it. Thanks for your time and patience. Take care

Happy Holidays.

[Yash170]

So, just in a year I had to **bleep** to fix multiple defects like motherboard, os, overheating and one time i was sended a defected mother board for another one and i had to wait again overall it's a lot mental stress I got after buying this premium laptop now I have a another defect which is a full pixel defect actually I got two of those spots and this all i am saying it as per hp pixel policy and that article doesn't support info for my laptop maybe but the article you people are sending me while calling it a physical damage which of course it is not tell about two impact of physical damage which is black spots and lines and for physical damage my laptop must be having a damaging screen then how you reject warranty in name Of physical damage they mental stress hp product and support have given me is just unimaginable and they must give me a new laptop or giving refund with compensation but here they rejects the defect while calling it a physical damage this is enough if thinghs go bad so i will go in consumer court i have been waiting for near 20 days now. 

 

[Yash170]

So, just in a year I had to **bleep** to fix multiple defects like motherboard, os, overheating and one time i was sended a defected mother board for another one and i had to wait again overall it's a lot mental stress I got after buying this premium laptop now I have a another defect which is a full pixel defect actually I got two of those spots and this all i am saying it as per hp pixel policy and that article doesn't support info for my laptop maybe but the article you people are sending me while calling it a physical damage which of course it is not tell about two impact of physical damage which is black spots and lines and for physical damage my laptop must be having a damaging screen then how you reject warranty in name Of physical damage they mental stress hp product and support have given me is just unimaginable and they must give me a new laptop or giving refund with compensation but here they rejects the defect while calling it a physical damage this is enough if thinghs go bad so i will go in consumer court i have been waiting for near 20 days now.