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princeC137
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OMEN Laptop - 15-ek0013dx unexpected Display shut offs during gaming

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OMEN Laptop - 15-ek0013dx
Microsoft Windows 10 (64-bit)

I just bought the OMEN Laptop - 15-ek0013dx just a little under a month ago. It has happened to me five times now. I don't know what to do anymore. During gaming sessions, all of a sudden the display would shut off. The laptop is still on and I can still hear audio. I would need to do a hard reset to get the display going again.

 

Please help

 

Thank you

1 REPLY 1
Riddle_Decipher
HP Support Agent
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@princeC137 Here's what you need to do, to identify the issue and resolve it accordingly:

  • If not done already, check if it works fine on the BIOS screen to identify if it's either a hardware or a software issue:
    • If it works fine on the BIOS (Accessed while tapping F10 during a restart) it's a software issue & I suggest attaching an alternate monitor to your device and creating a new user account to check if that works better, for starters)
    • However, if it doesn't work within the BIOS either, I'm afraid it's a hardware malfunction.

While you respond to that, I have a few more steps that should help: 

Perform a power reset (no data loss) using these steps: Click here, proceed to next step if this works

Attempt to run a test from the HP hardware diagnostic tool, using this link: Click here for details.

 

If the issue appears on the diagnostics, it could again, determine a hardware failure,

If they don't appear on bios & the hardware tests passed: please update the BIOS & Chip-set drivers from the HP website using this link: Click here

 

if the issue persists, reinstall windows using the recovery partition or the recovery media to fix the issue,
use this link for details on performing the recovery: Click here

 

P.S: Welcome to HP Community 😉

 

Keep us posted,

If you would like to thank us for our efforts to help you, 

Give us a virtual high-five by clicking the 'Thumbs Up' icon below, followed by clicking on the "Accept as solution" on this post, 

Have a great day!

Riddle_Decipher
I am an HP Employee

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