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Amki
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Message 1 of 4
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Random crash, no blue screen, no error report on start-up

HP Recommended
HP Omen 15"
Microsoft Windows 10 (64-bit)

My HP Omen laptop keeps crashing randomly, no blue screen, no crash report, no warning. When I turn it back on, it has turned off the light on the keyboard, but there is no other indication from the device itself that is has crashed. Programmes such as Google Chrome and Audacity will ask if I want to restore windows that were suddenly closed, but the laptop doesn't ask if I want to send an error report, trouble-shoot etc. It's as if it hasn't crashed at all and has just restarted, but for some reason turned off the light on the keyboard. Other than that it acts as if it's a normal start-up. When it crashes, it just turns off suddenly, no "shut down" screen or anything, just turns off. Please help me stop this from happening. This is my work computer, and it's very disruptive, not to mention it makes me lose work.

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Lil_Boy_Blue
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Message 2 of 4
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HP Recommended

Hi
First:- Turn off the computer, press and hold the PWR button for 4 seconds.

Then - Leave only keyboard and mouse connected, disconnect all externally connected
devices such as Docking Station, USB storage devices, displays, and printers.
Unplug the AC adapter from the computer.

Next - Press and Hold the Power button for 15 seconds to Hard Reset.
Rinse and Repeat; Re-Connect the AC adapter.

NOW begin checking/testing/proving the Hardware is fit for purpose.
Power on your PC, press ESC (repeatedly), then F2 at the prompt.
Choose System Tests (Fast Test does a 4 minute hardware check).
AND/OR
HOW DO I USE DIAGNOSTICS?

HP PC Hardware Diagnostics Windows is a Windows-based utility that allows you to run diagnostic tests to determine if the computer hardware is functioning properly. The tool runs within the Windows operating system in order to diagnose hardware failures. HP PC Hardware Diagnostics Windows comes pre-installed on new HP computers, but if not on yours, download here:-
https://www8.hp.com/us/en/campaigns/hpsupportassistant/pc-diags.html

 

Amki
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Message 3 of 4
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HP Recommended

Thank you for your help.

I ran the hardware Fast test and everything passed. I then ran a Fast test on Memory only, which of course passed again, and then tested the Keyboard and the Audio separately, as I've had some trouble with the audio, and the keyboard lights are off every time I start laptop up after crash, but it turned up nothing again. Also tried to get some help from Windows support two days ago, and a very helpful tech support representative did a load of installs, cleaned out some files, updated all my drivers etc. Sadly this didn't resolve it. It crashed once during restarting the laptop, which was a first, and then it didn't crash again until just now, so seemed for two days as if perhaps the re-installations had resolved it. I'm thinking that if Windows are this happy to help it's not that likely to be hardware anyway, as they would probably be the first to say "Sorry, not us, talk to HP!" if they could. 

Very open to further suggestions. Any other tests I should be running? Any clue if the laptop turning off the keyboard backlight after it crashes like this is completely irrelevant, or a helpful clue to the issue?

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Lil_Boy_Blue
Level 12
7,692 7,654 332 704
Message 4 of 4
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HP Recommended

Hi

You seemed to have covered all the bases.

 

Crashing is usually (my thoughts) are memory, either direct RAM or writing to the Paging/SWAP file.

 

HDD test and RAM test eliminate those, leaving a software issue with Microsoft.

 

Sorry no further insights or help.

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