Laptop just shut off randomly and won’t turn on

[Zachary_12345]

Hi, I have an HP OMEN 16 that I purchased about 14 months ago. This computer was working fine until today when I booted up Valorant while connected to power for about 2 minutes and then all of the sudden my screen went dark and the power button light went dark. I was playing on an external monitor and it was still working fine on the monitor but the actual laptop showed no sign of life. I initially thought it was just a bug so I restarted my laptop using my monitors screen but after that it has not turned back on. I have tried all the guides of manual restart and all the directions the virtual assistant provided. The lights on the back of the laptop work (ie. the charging light, the Ethernet connection light, etc.) and it once just randomly starts the fans up. I bought a 3 year care package for the laptop through the HP store but I still cannot call anyone as it says it is technically out of warranty. Please advise on how to solve the problem and if there’s a way to call someone. Thanks. 

UPDATE: When using a monitor, external keyboard, and external mouse, the computer still works. I have full capabilities on my monitor. The laptop’s actual screen and keyboard are totally unresponsive though. Including the power button. Closing the laptop lid down also won’t turn off the computer. The laptop seems to be ignoring all the physical responses on the laptop itself.

This is what it looks like right now

I ran all the diagnostic tests and all of them passed(except the keyboard and trackpad tests). I restarted the computer and the laptop screen and keyboard are still unresponsive. I am afraid to shut it down as if the laptop power button is still not working then I will not be able to turn it back on

 

[Raj_05]

Hi @Zachary_12345,

Welcome to HP Support Community.

Thank you for posting your query, I will be glad to help you.

It sounds like your HP OMEN 16.1-inch Gaming Laptop is experiencing a hardware issue, particularly with the built-in screen and keyboard. Here’s a structured approach to address the problem.

Check for Common Fixes:

Perform a Hard Reset:

• Power off the laptop: Disconnect the power adapter and any external devices.
• Drain residual power: Hold down the power button for 15-20 seconds to clear any residual power.
• Reconnect power: Plug in the power adapter and try turning on the laptop.

External Display Check:

• Verify connection: Ensure the external monitor is properly connected and functioning.
• Change display settings: Use the keyboard shortcuts (e.g., Fn + F4 or Windows + P depending on your model) to switch between display modes. If you can see the display on the external monitor, it suggests a problem with the laptop’s internal screen.

Examine Hardware Components:

Inspect Connections:

• Check internal connections: If you are comfortable doing so, carefully open the laptop to check if the internal screen and keyboard cables are securely connected.

Test Keyboard and Trackpad:

• External Keyboard and Mouse: Since the external keyboard and mouse work, it confirms the laptop’s internal keyboard and trackpad are likely faulty.

Diagnostic Tests and BIOS:

BIOS Access:

• Enter BIOS: Restart the laptop and repeatedly press Esc or F10 during startup to enter BIOS. Check if the internal display responds in BIOS. If it does, the issue might be with the operating system or drivers.

Run Hardware Diagnostics:

• HP Diagnostics: Since you mentioned running diagnostics, ensure you ran the full suite. Pay special attention to tests for the screen and keyboard.

Software and Drivers:

Driver Updates:

• Update Graphics Drivers: If the laptop displays on an external monitor, check and update the graphics drivers from the HP support website or the GPU manufacturer’s site.

Operating System Issues:

• Check for OS Corruption: Boot into Safe Mode or use recovery options if available. Sometimes, OS issues can cause display problems.

I hope this helps.

Take care and have a good day.

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Alden4

HP Support