Problems with stuttering while playing games and watching videos (both on VLC and browser)

[IKB191]

It's been more than a month since I noticed some sort of stuttering while playing an fps online game. My performance went from a stable 80 to 120 fps to considerably obscillate between 13 and 60 fps, rarely reaching the same performance I used to had. Recently the stuttering problem extended to all the other games I tried to play and even while watching videos on VLC and Netflix/youtube. 

I am not sure why this is happening and it's really bothersome. 
Initally I trought it could be a problem while the computer reached the tempertaure of 91° but I am having the same problems even when the temperature is lowerd to 70°.

Anyone has any idea what the problem could be and how to fix it?

Here is the link with my DxDiag:

https://pastebin.com/0pCxuct9

[Jeet_singh]

@IKB191,

Welcome to HP Support Forums!

I understand you are having issues with FPS DROP AND STUTTERING,

I'll be glad to help you out, however, for an accurate solution I will need more details:

What is the product number of your product? Use this link to find it:  https://support.hp.com/in-en/document/c03754824  (Ensure you do not share any of your personal information such as serial, phone number, email ID, etc...).

Have you recently made any software or hardware changes before the issue started?

Have you tried to update the drivers either using Windows update or using HP Support Assistant.

Did you try to update the Bios on your PC?

When was the last time it worked without these issues? Have you attempted a system restore?

Please reply with the details for further assistance.

Eager to help!

Feel free to post your query for any other assistance as well,

It's been a pleasure interacting with you and I hope you have a good day ahead.

If you wish to show appreciation for my efforts, mark my post as Accepted Solution.

And click on the Purple Thumbs up icon at the bottom of my comment.

Regards,

[IKB191]

Hi,

sorry for the delay in the reply.

I did update the bios, I used the HP Support Assistant and everything else is up to date (btw when I updated the bios the omen command center disappeared form my computer, why is that?) but I am still having the same problem.

I don't know if there has been any changes regarding software as I started to have this problem something like two month ago but I defenetly didn't make any hardware changes. I didn't seek assistence earlier because the problem wasn't as bad as it is now and I trought that the cause was my computer becomming too hot since my usb external fan broke around that period. 

I play the game Overwatch and while in the beginning I had 120 fps now I can't play it at all as my fps drop immediatly to 17 while experiencing the stuttering problem. I am experiencing now the problem even while in a call on Discord.

My product number is 2BR92EA#ABZ

I did not try a system restore. 

I hope I can find a solution because this problem is really destroying all the computer performance and it's very upsetting.

Thanks for your help, looking foward to your answer.

[A4Apollo]

@IKB191, thanks for your prompt response and time.

I appreciate your efforts in trying out the steps.

Try updating the BIOS, Omen command center and graphics driver from the links below and check if it helps.

Update the BIOS using this link. Click Here

Update the graphics drivers using this link. Click Here

Also, try updating the Omen command center using this link. Click Here

Let me know if this works!

Take Care! 🙂

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!

[IKB191]

Hey,

I update already everything (including BIOS, Omen command center and graphics driver) after I have been suggested to do so.

I also fixed the problem about the fact that the Omen command center did disapear.

May I ask you why do you suggest to update everything again?

This is my new DxDiag: https://pastebin.com/BcyjcAPU

Thanks for your reply, looking foward to your answer.

[A4Apollo]

Hi! @IKB191, thanks for your prompt response and time.

I appreciate your efforts for writing back to us.

Thanks for sharing the diagnostics, I have checked the text file and everything looks to be good.

Also, I have checked the records and found a service advisory related to the issue you have mentioned.

Please try the steps recommended below to fix the issue.

When playing certain games (high actions per minute games) for extended periods (2 hours or more), the performance may be degraded. This occurs when running HP OMEN Command Center versions prior to version 4.0.32.0.

Resolve the issue by updating to the latest version of OMEN Command Center available from the Microsoft Store: https://www.microsoft.com/en-us/search/result.aspx?q=omen+command+center

Let me know if this works!

Take Care! 🙂

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!

[IKB191]

Hey,

I mentioned in a previous message that the Omen Command Center did disapear from the computer after I updated the bios so I already went in the windows store, downloaded and installed the last version.

Currently I have installed in my computer the 7.3.3.0 version. Doing so did not fix the problem.

I start to have the stuttering problem just after 5/10 minuts after playing, not after 2 hours.

But it's not only that, I just can't reach the performance I had before as the fps while I am playing are no more than 60 when not experiencing the stuttering problem. The computer is barely 8 months old. 

[A4Apollo]

@IKB191, As you mentioned you still have issues after updating the Omen command center.

Since we have exhausted with all the steps.

I suggest you contact HP support so they can take remote of the PC and assist you with the issue.

Please contact HP support using this link. Click Here

Take Care! 🙂

[IKB191]

Hi,

your link sends me back to the forum. 

I searched a bit around and I found several people complaining of having similar problems as mine.

I think the problem is that the computer overheats because when I open games the temperature goes at 91° for the GPU and 97° for the CPU. I read that most likely around 90 degrees the GPU will throttle as a safety mechanism in order to not overheat which causes the frame drops. 

At this stage I am not sure if this problem can be fixed as I found no solution by searching on internet. 

I am very disappointed and honestly angry. HP Omen is even the official sponsor of the Overwatch League but the game runs very poorly if at all after barely 8 month since I aquired the computer. 

I brought this exact laptop because it promised to be a gaming laptop but it's not doing its job. 

If it's a general problem of the product (which it appears to be by searching around) it's very misleading and people need to know about it. 

[Jeet_singh]

@IKB191,

Thank you for replying,

As I understand you have exhausted all possible troubleshooting steps and unfortunately nothing has helped to resolve this issue. Don't worry I'll do my best to help you.

This situation will need some additional support from our internal teams in HP. For that to happen, we will give you additional instructions/information via PM. 

Please check the mailbox icon at the top-right corner of this screen.

Please check your Private message icon on the upper right corner of your HP Forums profile,

Next, to your profile Name, you should see a little blue envelope, please click on it.

I hope this helps resolve this issue completely,

Regards,