Laptop freezes while on charging after 20-30min playing game

[markustribo]

Hello guys, i recently bought new HP omen laptop, it works great for normal use, but when i try to play game,  in this case nothing special game, cs go which is not that strong , makes my laptop after sometimes 1 round,sometimes 2, sometimes 3.. freezes, while on charger. while playing it works fine, but when loading map it freezes. also i tried with SMITE game, same thing, after few games laptop freezes after game. i cant believe brand new laptop with strong specs i5 9900th GEN, 1T ssd, 16 gb Ram, RTX 2060, freezes after playing normal games after 30min....this beast gaming laptop should play games 24/7 on charger without any issue, but i cant play **bleep** cs go more than 30min while charging,,,,when it freezes i have to force shut down...and when not charging cs go works fine , i played 5 maps without any issue, i couldnt test further because battery runned out, so for summary, on charger i can play 1 -3 map max before it freezes(1 map last 10min because its DM mode), when not charging i play 5 maps (max maps before battery run out). Imagine if i start some heavy game like COD, this laptop would probably explode.....What can cause this problem?  should i return this laptop and ask for new or just get the money back and buy anything else but OMEN, i am so dissapointed  in that brand!  this expensive laptop giving me headache and additional stress in this crazy world atm is unacceptable. please review this and tell me what is the best solution to this and what can cause this, oh and btw while charging and doing normal tasks, like facebook,browsing, youtube...works fine, so i guess giving him harder tasks while on charger makes him freeze *after 20-30min*. sorry for longer post.

thanks in advance. SMITE ss is bad quality because i ss from video ,after this freezes i can only force shut down laptop...

[The_Fossette]

@markustribo,

I reviewed your post and I understand that the laptop is freezing when playing games on the charger.

Don’t worry, I assure you I will try my best to get this sorted.

I recommend you update the BIOS and the graphics driver from the below link and check whether the issue is resolved.

https://support.hp.com/in-en/drivers

If you continue facing the issue, follow the below steps.

Right-click your desktop background and select NVIDIA Control Panel. You can also find this tool by performing a Start menu (or Start screen) search for NVIDIA Control Panel or by right-clicking the NVIDIA icon in your system tray and selecting Open NVIDIA Control Panel.

To quickly set a system-wide preference, you could use the Adjust image settings with the preview option. For example, if you have old hardware that struggles to play the games you want to play, you may want to select “Use my preference emphasizing” and move the slider all the way to “Performance.” This trades graphics quality for an increased frame rate.

By default, the “Use the advanced 3D image settings” option is selected. You can select Manage 3D settings and change advanced settings for all programs on your computer or just for specific games. NVIDIA keeps a database of the optimal settings for various games, but you’re free to tweak individual settings here. Just mouse-over an option for an explanation of what it does.

If you have a laptop with NVIDIA Optimus technology — that is, both NVIDIA and Intel graphics — this is the same place you can choose which applications will use the NVIDIA hardware and which will use the Intel hardware.

Let me know how it goes and you have a great day!

P.S: Welcome to the HP Support Community 😊

If you wish to show appreciation for my efforts, mark my post as Accept as Solution. Your feedback counts!

Cheers!

Stay Home – Stay Safe

[markustribo]

@The_Fossette 
Hello, thanks for ur reply.

I just wanna give a quick update before i attempt to do any of those things you mentioned.

 You mentioned "if you have old hardware that struggles to play game...'' just to make it clear, this omen is 2019 model and brand new, bought directly from the store, so i guess and hope i dont have '' old hardware'' and that i dont need to minimize settings or whatever on gaming laptop that cost 1500 dollars...

So it came to my mind and it actually worked but i dont know is it good and is it suppose to be like that, in the Omen Command Centre while i play games i tried to change fans from auto to max speed, and it solves the problem with freezing while gaming on charger. Now i wonder, is it safe to turn fans on max whenever i play games for any amount of time, even a whole day...and why does my laptop not recognize it by itself when its on auto , to turn fans on max before it freezes ....is that hardware mistake or what ? shoudnt laptop control that when its on auto or i am wrong? its worrying me that my laptop doesnt send signal to turn on fans to avoid freeze...

And can you also tell me what is the latest version of the BIOS? Mine is  F.22-12/09/2019.

Thanks

[The_Fossette]

@markustribo,

Thank you for the update.

Based on your analysis, it looks like the fans are not turning on correctly based on the temperature, and due to this the laptop is freezing.

Please let me know the product number of your computer and I will share the latest BIOS available for your computer.

Cheers!

[markustribo]

Spoiler

Spoiler

Hello again!  

So what do you suggest? Something is clearly wrong ? i should return this laptop and get another one right? because this one got an issue.. i dont want a faulty laptop...

Its OMEN by HP Laptop 15-dh0xxx

Thank you.

[The_Fossette · Accepted solution]

@markustribo,

If you have the option to return the computer, I recommend you return it and get a replacement.

If you wish to show appreciation for my efforts, mark my post as Accept as Solution. Your feedback counts!

Cheers!

Stay Home – Stay Safe

[markustribo]

Thank you very much for your time ! sorry to bother again but i really have to ask this.

Do you think there is a problem with my laptop based on everything i said? I am just trying to get answer from someone who really knows, and i see your are an HP Employee so you must know. because i dont want to be without laptop for a month before they send me a new one. i just wanna make sure this one really have issue so its worth waiting.

in the Omen command centre there are 3 modes, Comfort,Default,Performance.

if i put Comfort or Perfomance, my fans kick in at max by itself and games works fine while charging, BUT on default mode it cant last more than 30mins because it freezes, like i said fans dont kick in before it freezes. so based on that you can confirm me that is not normal and this laptop have issue either with hardware, graphic card,thermal or maybe battery or charger? (this is all i found online what could be wrong with my laptop based on my laptop freezing issue).

Thank you again ! 

[The_Fossette]

@markustribo,

If the fan kick in correctly in the comfort mode and performance mode then the fans are functioning correctly. I recommend you perform a system test on the computer and this will give as a clear picture of whether there is a hardware issue on the computer.

Follow the steps in the below article.

https://support.hp.com/in-en/document/c03467259

Cheers!

[markustribo]

Hello again! 

Thank you for your patience and time !

I run those 2 tests like you said. every test passed. i will post pictures.

i ran both System Fast Test and System Extensive Test. for this extensive test it says it will last 2hours or more, but it lasted like few mins, same as fast test. both test were done in like few mins, is that because this laptop is fast and have power components?  How accurate are those tests? What now when it shows everything is fine, but it actually isnt ?

Thank you.

[The_Fossette]

@markustribo,

Thank you for the update.

Looks like the hardware on the computer is working fine and the issue seems to be with the operating system.

I recommend you perform a cloud recovery following the steps in the below article and check if it helps.

https://support.hp.com/in-en/document/c06162205

Let me know how it goes.

Cheers!