Urgent Issue with OMEN 17-ck2013nl - Ongoing Problems with Sleep Mode and Omen Gaming Hub

[Kleshar]

Hello,

I'm here to report an ongoing issue with the OMEN 17-ck2013nl laptop that I purchased in May. Since then, I have been facing continuous and frustrating problems with this device. The main issue is that the computer randomly goes into sleep mode after an indeterminate number of hours, effectively going to sleep and making the system unusable for remote access. This is a significant problem, especially since it even happens during large file uploads, which is a complete nightmare.

For months now, I have been insisting that a BIOS update is absolutely necessary: I've tried to reach out HP Support via Telephone and Email but the replies I've received are not useful at all. There is clearly something wrong with the system, and I believe the issue is related to the OMEN Gaming Hub or the BIOS.

I have followed every possible guide on the web to disable sleep mode in a "normal" way: I have adjusted settings within Windows, tweaked registry entries, and tried just about everything. Unfortunately, nothing has worked, and the issue persists.

It's also worth mentioning that this problem seems to affect the entire ck2013nl series: this is actually the second unit HP has sent me, as I had to replace the first one due to suspected damage to the audio speakers.

As a temporary workaround, I managed to completely disable/erase sleep mode by using Command Prompt. Using this way, the "sleep" toggle has completely disappeared from Start Menu. While this has resolved the sleep issue (of course, I've completely "erased/hidden" sleep mode from the system😅), something strange continues to happen after the PC has been idle for an undefined number of hours. For example, when I leave for work during the day and return in the evening, the computer is still on, but when i turn on the monitor by moving the mouse or pressing a key, every single time I get an instant notification in Windows 11 notifications' menu stating that the OMEN Gaming Hub needs to be restarted. If I don't click on "restart" from the notification menu and manually re-open OMEN Gaming Hub , the laptop gets stuck in a low-power mode. It becomes unresponsive to changes in power profiles—switching from "Balanced" to "Performance" has no effect. The fans remain silent, the system is underperforming, and it's clear that the laptop is stuck in a strange low-power state which is neither Balanced or Performance.

Even the fan speed is no longer detected, which I consider a critical detail.

Once I manually restart OMEN Gaming Hub, after about a minute, everything returns to normal—the fan speed is detected again, and the power profiles take effect. I can literally hear the fans ramping up.

Sometimes, when this issue occurs and I attempt to manually open OMEN Gaming Hub, I receive a message from Omen Gaming HUB stating that the "HP System Info HSA Service" has stopped (screenshot attached to this message). As a result, the OMEN Gaming Hub will not open until I manually start the "HP System Info HSA Service" through Windows Services.

This is yet another indication that something is seriously wrong with this system on software level.

I strongly believe this is an issue with OMEN Gaming Hub, HP System Info HSA Service or the BIOS, which has never been updated from HP. The only available BIOS update dates back to March 2024, and it’s the same version the laptop came with when I purchased it.

It's disheartening to have such a negative experience with HP after being a satisfied owner of a wonderful OMEN w102-nl for seven years. I only upgraded to this 17-ck2013nl for personal reasons, and had I known about these issues, I would have stuck with my previous device.

I look forward to your prompt response and insist on a solution to this problem.

P.S.: Please do not suggest formatting or resetting the PC, as that is not a viable solution.

System Specs:

OMEN 17-ck2013nl
💻 Screen: 43,9 cm (17,3"), QHD (2560 x 1440), 240 Hz, 3 ms response time
💬 CPU: Intel® Core™ i9 13900HX (up to 5.40 GHz, 36MB Cache, 24 cores)
⏲️ RAM: 32 GB DDR5-5600 MHz (2 x 16 GB)
🕹️ Graphics Card : NVIDIA® GeForce® RTX 4080
💽 1st Storage : SK hynix PC801 NVMe 2TB
🔑 OS : Microsoft Windows 11 Home

[Kleshar]

UP.

I’m writing again for the “HP System Info HSA” Service issue, related to Omen Gaming Hub. The problem now occurs also during my job tasks (video editing and 2D graphics) , severely destroying my PC’s performance and the Power Profiles if I don't realize it has deactivated by itself. Zero Post-sale support on this product and just lot of problems. This is highly frustrating, and I regret not requesting a refund earlier.

[Kleshar]

UP AGAIN.

I attach to this message a screenshot of the "a software component has been updated, omen gaming hub needs to be restarted" message from the Windows 11 notification menu which entirely stops the power profiles on my machine.

EDIT: This guy has my same problem - [content removed]

[Kleshar]

Hello,

I'm happy to report that the issue with my OMEN 17-ck2013nl laptop has been solved. For the past two days, I’ve been testing the solution provided by HP phone support, and everything is working perfectly now.

The solution turned out to be quite simple: the OMEN Gaming Hub SDK installed on my system was from October 2023, which is the same version currently available on the HP product page. The helpful lady on the phone analyzed my problem and identified that the SDK needed an update. She sent me an updated SDK from February 2024. After installing this updated version and also installing an optional update from Windows Update listed as "HP SoftwareComponent," the issue was completely solved. I no longer experience the problem where OMEN Gaming Hub would "shut down" on its own.

I believe this solution will also allow me to re-enable sleep mode via PowerShell. I'm very satisfied with the support I received and highly recommend contacting HP support by phone if you're facing the same issue.