Omen 17 freezes/lock-up

[Dogsoldier359]

Hi, I'm having an= freezing issue with my new Omen gaming laptop. Now I know that this appears to have been an ongoing issue and I have read many threads and tried many suggestions to rectify the issue, however, none have worked.

Okay about a week ago my laptop began to randomly freeze. That is the screen is frozen with whatever was on there at the time and nothing working, except for the mouse. Though it must stressed that other than moving the cursor there are no other functions available to the mouse. Keyboard does not work, so I cannot access task manager etc.

It began doing this about a week after a bios update, and prior to a recent windows update but has worsened since the update.

The only solution is to force a power off by holding down the power button. Upon restarting the same thing occurs after about a minute; you don’t not have to do anything, just let it sit for a moment and it freezes. Now I have tried disabling various services however, this does not help, except. If I run msconfig and disable all none Microsoft service and restart it works fine. Then if I re-enable them it continues to work. I can restart it and everything is fine, however, if it is then left powered down for a while, the problem returns.

If I start in safe mode everything works okay. I have downloaded the test utility and the hardware all checks out. All driver etc are up to date. However, the problem is worsening and I’m very frustrated by this.

Now I am unable to return the laptop as I’m currently traveling and won’t be in a position to do so until mid to late August.

At this point other than reinstalling Windows I’m at a loss as to what to do so if anyone has a solution I’d like to hear it.

[Riddle_Decipher]

@Dogsoldier359 There are a few things we'll need to do, so that we could identify the cause of the failure and resolve it, accordingly:

Riddle me this: Since the mouse is working are you able to click to open programs and use them with the mouse or is it that it just moves around but the clicks don't work?

While you respond to that, here's what you need to do:

Step 1: Run hardware diagnostic tests

Make sure the issue is not hardware related by performing diagnostic tests.

1. In Windows, search for and open the HP PC Hardware Diagnostics for Windows app.

   If the app is not installed on your computer, download the latest version from the HP Hardware Diagnostics website.

2. On the main menu, click System Tests.

3. Click the System Fast Test tab.

4. Click Run once.

   While the test is running, the time remaining and test result for each component display on the screen.

5. If a component fails a test, write down the failure ID (24-digit code) and contact HP Customer Support. The information is also available in the Test Logs on the main menu.

   If no system component failed, continue with these steps.

6. On the HP PC Hardware Diagnostic app, click System Test, and then click System Extensive Test. The Extensive Test might take several hours to complete.

   • If an issue is not found, continue to the next step.

   • If a component fails a test, write down the failure ID (24-digit code) and let us know.

FOR DETAILS & FURTHER INSTRUCTIONS, USE THIS LINK: CLICK HERE & SKIP TO STEP 2

(By the end of this article all the issues should be resolved)

P.S: Welcome to HP Forums! 😉

Let me know how that pans out,

If you feel I was helpful, simply click on Accept as Solution to help the community grow,

That said, I will have someone follow-up on this to ensure you've been helped,

Just in case you don't get back to us within 24 - 48hrs, and have a good day, ahead.

[Dogsoldier359]

Hi. When the system freezes you cannot click on anything, when you do so I receive the hour glass but nothing happens. Though, you can move the mouse around the screen.
 
However I have been able to run the HP hardware diagnoses software after disabling all non Windows operations and everything checked out okay except for the 'Long Drive Self Test.' I ran the test twice and on both occasions the result simply said 'Canceled'. I have included a screen shot.

[Riddle_Decipher]

@Dogsoldier359 The extensive/long self-test is supposed to give us a detailed response on the hard drive and since it has canceled on its own, there could be something wrong with the drive, to be sure, I suggest running the hardware test using the tool outside windows via the below steps:

Hold the power button for at least five seconds to turn off the computer.

Turn on the computer and immediately press Esc repeatedly, about once every second. When the menu appears, press the F2 key.

On the HP PC Hardware Diagnostics (UEFI) main menu, click System Tests.

Click Extensive Test.

Click Run once, or Loop until error.

While the test is running, the time remaining and test result for each component display on the screen.

If a component fails a test, write down the failure ID (24-digit code) for when you respond back to us.

[Dogsoldier359]

Hi followed your instructions and the test ran okay. These are the results. As you can see everything passed which leads me to belive this may be a driver or a corupt Windows file. issue.

[Riddle_Decipher]

@Dogsoldier359 You believe right, I suggest you backup all personal data on external storage and perform a system reset using the steps in this link: Click here

I hope that helps!

[Dogsoldier359]

Hi. I backed up my data and began the process of reinstalling windows however upon a restart the system sat there with a blank screen followed shortly by a message stating there was a hard disk error and I needed to run the disk diag tool. I have done this and on both the simple and extended tests it has passed. As it sta fs now I am unable to progress beyond this screen. 

[Riddle_Decipher]

@Dogsoldier359 I'm afraid as the error claims, this seems to be a hard disk error and requires a repair/replacement, and I suggest you talk to HP support and discuss your options:

follow the below steps to get started:

1) Click on this link - www.hp.com/contacthp/

2) Click on "Continue as guest".

3) Enter the serial of your device.

4) Select the country from the drop-down.

5) Click on "Show Options".

Fill the web-form, to populate a case number and phone number for yourself!

Also, if you are having trouble navigating through the above options, it's most likely because the device is out of warranty, is yes? please send me a private message with the region you are contacting us from, 

here's how private messages work: Click here for details.