HP Closed My Case as “As Per Design” — But PROCHOT Cannot Explain UEFI Flicker or Audio Distortion (

[Knightrider15]

Hello HP Team,

I am posting this because my case for unit SN: >Do not include the product serial number or any private information< was closed with the explanation that the issue is caused by a Processor Hot (PROCHOT#) event and is “as per design.”

The message I received stated that HP is archiving the case with no further action.

However, this explanation is technically incorrect and does not match the actual behavior of the device.

Below is the exact reasoning HP provided:

> “This event occurs from a Processor Hot (PROCHOT#) event… This is as per design, and there is no issue with your laptop.”

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🔍Why This Explanation Is Not Valid

1. PROCHOT cannot trigger inside UEFI

The issue occurs even during HP UEFI Diagnostics (F2) — a firmware-level environment with:

No Windows

No GPU drivers

No thermal/power management logic

No PROCHOT behavior

Yet the laptop flickers instantly when unplugged during the UEFI Display Test.

This alone proves it is not PROCHOT.

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2. Audio distortion happens even through headphones

When unplugging the charger:

The audio crackles/distorts

The distortion occurs even on wired headphones

A PROCHOT event cannot:

Affect headphone audio

Create electrical noise in the audio path

Cause glitches inside UEFI

This strongly indicates power delivery instability or faulty VRM circuitry.

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3. Issue occurs at normal temperatures

PROCHOT is a thermal throttle signal that only triggers at high CPU temperatures.

In my case:

System is cool

Load is low

The issue is repeatable

Triggered only by AC → battery switch

This does not match PROCHOT behavior.

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4. Multiple reports show hardware instability

LatencyMon shows ISR/DPC spikes (3156µs / 3193µs)

Energy Report flags PCIe ASPM “disabled due to hardware incompatibility”

3 technician visits have not solved the issue

None of this aligns with “as per design.”

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📌What Actually Happens

When I unplug the charger:

Display flickers (even in UEFI)

A line disappears/reappears in the test pattern

Audio distorts, including through headphones

System shows latency spikes and interruptions

This is a hardware-level instability — not normal behavior, and not PROCHOT.

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📌Why I’m Posting Here

My case was closed despite clear evidence of a defect.

I am requesting:

1. Reopening of the case

2. Escalation to HP Senior Technical / DOA Validation Team

3. A review based on actual behavior, not a generic PROCHOT explanation

This issue has persisted since the first 48 hours of ownership and meets HP’s DOA criteria, yet remains unresolved.

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📌What I’m Asking the HP Community & Moderators

https://drive.google.com/file/d/1IGEbfKmTMtjI1YZFuSyygfqWkT9YVRUH/view?usp=drivesdk 

https://drive.google.com/file/d/1OOD_s8CK44qW2ra3QvwdQ49hDCmPAzIl/view?usp=drivesdk 

https://drive.google.com/file/d/15ZVI2NZRtdQOQVpmMGwTSW8RIOOLyJOp/view?usp=drivesdk 

https://drive.google.com/file/d/10AmnAlzh5SxqLXm_2wrTuIDwyZIRhvFy/view?usp=drivesdk 

https://drive.google.com/file/d/1oWKPvqhfcrU3uKt_p3-rzhuel6rfgOmX/view?usp=drivesdk 

https://drive.google.com/file/d/1q-uJ5LEunWJ58BAhSiaxHs4r7FjSTrC0/view?usp=drivesdk 

https://drive.google.com/file/d/1IGEbfKmTMtjI1YZFuSyygfqWkT9YVRUH/view?usp=drivesdk 

Please review the evidence and escalate this case.

This behavior is not normal, not expected, and not by design.

Thank you,

Saswata

[Knightrider15]

This was the reply I got

link[edited]

[VikramTheGreat]

Hi @Knightrider15,

Welcome to the HP Support Community.
 

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

Thank you for taking the time to document the issue so thoroughly. I completely understand how frustrating it is when a case is closed without the root cause being addressed, especially when the behavior clearly does not match “as-per-design” operation. I want to assure you that we’re here to help review this again. 

1) We cannot find a case yet

At present, we don’t see any matching open record for this report. To proceed, we need the customer’s HP Case ID / Service Request number.
Please ask the customer to share the case ID (not the laptop serial) that allows us to re-open and route the existing file to Senior Technical / DOA Validation.

2) What we will request and escalate once a case ID is provided

Once you provide the case ID, we will:

• Request that the case be reopened and handed to the senior technical / DOA validation team.
• Ask engineering to review the behaviour specifically for power-delivery / VRM / AC→battery transition faults (not a generic PROCHOT conclusion).
• Arrange a prioritized technical review and advise next steps (remote log collection, onsite depot evaluation, or DOA validation).

3) What evidence helps the escalation ( provide privately)

Because the issue reproduces in UEFI and affects audio and display, these files help engineers reproduce and confirm a hardware fault:

• Short video showing the repro in UEFI or HP Diagnostics (F2) where unplugging the AC causes display flicker/audio distortion.
• Event Viewer system logs (export .evtx) captured around the repro.
• LatencyMon / DPC log capture showing the ISR/DPC spikes.
• powercfg /energy and powercfg /batteryreport outputs.
• BIOS/EC version, Windows build, and AC adapter part number (photo of adapter label).
• Dates and SR numbers for the previous technician visits.

Please: do not post serial numbers or invoices publicly, upload files to the case or send them through the private support channel.

4) DOA / Replacement guidance (India) short note

• DOA windows vary by product and retailer, but in India, DOA is usually validated within the first 7–14 days of purchase.
• If the DOA window has passed, HP still investigates hardware failures; if engineering confirms a non-repairable fault, the unit may be repaired or replaced per warranty terms.
• Since this issue began within the first 48 hours and persisted, it is exactly the type of behaviour that should be escalated for DOA / Senior Technical review.

5) Next practical step I’ll take for you (if you want)

If you supply the Case ID now, I will:

• Request immediate re-open and escalation tothe  Senior Technical / DOA team, and
• Ask them to specifically review AC→battery transition behaviour and the artifacts you described.

I hope this helps.

Take care and have an amazing day!
 

Did we resolve the issue? If yes, please consider marking this post as "Accepted Solution" and click "Yes" to give us a helpful vote - your feedback keeps us going!

Regards,

VikramTheGreat

[VikramTheGreat]

Hi @Knightrider15,

Take care and have an amazing day!
 

Did we resolve the issue? If yes, please consider marking this post as "Accepted Solution" and click "Yes" to give us a helpful vote - your feedback keeps us going!

Regards,

VikramTheGreat

[Knightrider15]

replied kindly check your dm