How on earth can I raise a support ticket with customer support for a faulty SSD?

[AvecLeNeuf]

I'm really struggling to find contact details, even though my issue appears to be a common one for my device.

[Hawks_Eye]

Hi @AvecLeNeuf 

Welcome to the HP Support Community! 

  

Thanks for posting your query! We're here to help you get back up and running.

I’m sorry you’re dealing with SSD trouble on your OMEN 16—when storage gets flaky, everything feels fragile. Before we pin down the best path to contact support, let’s zero in on the SSD symptoms and environment so we know exactly what to ask for and what’s fixable on the spot.

• Symptoms: What happens exactly—random freezes, BSODs, missing drive in Windows, slow loads, or write/read errors?
• Detection: Does the SSD appear consistently in BIOS/UEFI and in Windows Disk Management? Ever vanish after a cold boot or wake?
• SMART/Health: Have you checked SMART status (e.g., “Bad,” “Critical,” pending sectors) using a health tool?
• Error messages: Any specific Windows error codes, Event Viewer storage or NVMe warnings, or firmware prompts?
• Model and slot: Is this the factory SSD or a replacement? If you have two NVMe slots, which one is it in?
• Power/thermal: Do issues correlate with heavy gaming, high temps, or battery-only use?
• Recent changes: Any BIOS updates, Windows updates, firmware flashes, or reseating done just before the failures?
• Boot behavior: Is the SSD your boot drive, and does the device restart to a boot device not found message or repair loop?

If you share those details, I can tailor the next steps precisely. In parallel, here’s targeted troubleshooting we can explore to validate the fault before raising a ticket:

• Health verification: Run a thorough SSD health and SMART check plus a sustained write/read test to confirm degradation versus a filesystem issue.
• Visibility consistency: Confirm whether the SSD disappears at the firmware level; if it’s missing in BIOS intermittently, that points to hardware, seating, or controller issues.
• Firmware and drivers: Check for SSD firmware updates and storage controller driver stability to rule out a software-layer conflict.
• Thermal and power: Validate temperatures under load and power states; SSDs that overheat or brown-out can mimic failure.
• Isolation: If you have a secondary NVMe slot or a test SSD, swapping slots or drives can quickly isolate the root cause without changing your data.

Share what you’re seeing, and I’ll guide you through a brief validation path so your support ticket has clear evidence and the right language to get this resolved quickly.

We're looking forward to helping you get back up and running! 

Regards, 

Hawks_Eye

Note: Do not share any of your personal information in public, such as serial number, phone number, email ID, etc.