Omen laptop crashes when playing games

[EsmailSidat]

I just bought this laptop, whenever I'm playing a game after some minutes the laptop crashes, a black screen appears and a noise, the laptop freezes completely, I can't do nothing only to press and hold the power button so it shuts down, what I noticed is that this just happens or happens more when the laptop is plugged in, I don't if it's a coincidence to happen only when it's plugged in or does it have something to do, please help

[Photoray002]

Hello EsmailSidat

What game are you playing when it crashes?

You do have the HP 230 watt charger, correct?

Run the UEFI Diagnostics tool (Extensive tests) to see if there is a hardware failure reported.

Also go to Component Test and check the power section for the charger.

Rapidly tapping F2 at power on will access the Diagnostics tools.

HP How to use Diagnostics

Let me know if you find something.

[EsmailSidat]

Hello Photoray002

I just played 2 games since I bought the laptop: The Rise Of The Tomb Raider and Need For Speed Payback, on both games it happens the same thing.

About the charger yes I have de 230W charger

I downloaded the HP PC Hardware Diagnostics and did all the tests and it passed on all tests, didn't show nothing wrong.

Thank you for your reply

[Photoray002]

Have you updated the drivers?

What graphic driver do you have currently, the HP driver or the latest from Nvidia?

(You might need to uninstall it and reinstall a different version)

HP driver should be 23.21.13.8799 Rev.C  sp84067.exe

Also monitor your temperatures as you play. What are they just before the crash?

You can use the Omen Command Center, or use a utility like HWMonitor for more detailed info.

Take a look at the Task Manager also and see what your CPU, Memory and Disk usage are while gaming.

Ctrl/Alt/Del will open the Task Manager.

Are there other processes running in the background, not related to the game that are taking up a lot of resourses?

[EsmailSidat]

Everything is OK, the temperature of the laptop don't go too high, the laptop just crashes even if I play for 10 minutes, but when the laptop is running on battery, without the charger connected everything works fine

[Photoray002]

Im not quite sure why thats happening.

I have heard it suggested to set windows to run at maximum performance in both the Windows Power Options and in the Nvidia control panel.

http://nvidia.custhelp.com/app/answers/detail/a_id/3130/~/setting-power-management-mode-from-adaptiv...

http://nvidia.custhelp.com/app/answers/detail/a_id/2615/~/how-do-i-customize-optimus-profiles-and-se...

If this does not help, another work around some claim to work is to go to the Windows Device Manager and disable the Microsoft AC Adapter.

If that works, there "might" be a physical issue on the motherboard that needs to be repaired (faulty Capacitors in power board perhaps).

If you are still under warranty, contact HP Support directly...

Contact HP Worldwide | HP® Official Site

[Red-e]

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@EsmailSidat wrote:
Everything is OK, the temperature of the laptop don't go too high, the laptop just crashes even if I play for 10 minutes, but when the laptop is running on battery, without the charger connected everything works fine

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Hi,

did you find a solution for this problem?

I have exact the same problem (model: OMEN by HP - 17-an019no). The laptop crashes when playing the charger connected, usually this happens after 5 - 10s after the game has started. If doing the same when laptop is running on battery, the laptop will most probably work just fine (crashes happens sometimes).

If I do a reset (shutdown laptop, remove the charger and press power button about 30s) and put a charger back, then the game most probably works fine even if the charger is plugged in.

I have also opened a ticket to HP, but after couple of weeks we haven't find any solution.

All firmwares, display drivers are the latest versions.

[Red-e]

A short update from my case:

Laptop was sent to maintenance and motherboard was changed (don't know is display adapter integrated to it) and after this fix the laptop has worked fine. So at least in my case the reason was in hardware.

[OMENfreeze]

Same problem with my Omen 17t an-100 CTO. Tried everything possible and unplugging the AC adaptor when the laptop is freezed fixes the issue. I sense some performance throttle is also occuring due to this defect.

Unfortunately I am outside of the US and the warranty expires in 8-9 months. I am not sure if I can be back in the US before the warranty expires. Looking towards purchasing a warranty extension just to get more time to bring this laptop to the US for the repairs.

What do others on the forum suggest? What options do I have? 

Thanks a lot.

[OMENfreeze]

I just checked the warranty status on HP website and it says Global Coverage! Voila!