OMEN by HP 15 system lagging

[Shant007]

RE: OMEN by HP 15-ce019na Gaming Laptop - GTX 1050ti 120Hz

After just a few hours of receiving this replacement laptop from HP customer relation, I have noticed that the USB mouse cursor keeps lagging, it doesn't move move instantly. File explorer doesn't open straight away after clicking on the pinned icon on the taskbar, or just navigating through the system settings, there seems to be a general lag. There's also a  few seconds delay in sound after playing YouTube clip (chrome or Explorer) or on Windows Media player, where the picture is moving but no audio for a few seconds. I have researched online for a solution, changed the display settings, updated all the drivers/BIOS, graphics card driver etc... but the issue is still at present. My internet speed is around 110 Mbps so I dont think its that.

Device Specifications

Intel Core i7-7700HQ CPU @ 2.80GHz to 2.81GHz

Installed RAM: 16 GB

System Type 64-bit OS Windows 10 Home

Windows Version: 1709

OS Build: 16299.248

How can I fix this?

Thanks

[Flower_Bud]

@Shant007,

Welcome to HP Forums,

This is a great place to get support, find answers and tips,

Thank you for posting your query, I'll be more than glad to help you out 🙂

As I understand, your notebook is performing slow and there is a lag while playing videos.

Don't worry as I'll be glad to help, however, to provide an accurate resolution, I need a few more details:

Was it working fine when you set up the notebook for the first time? 

Did you install any software which caused the notebook to perform slow?

Have you performed any troubleshooting steps? 

I would suggest you perform System Recovery and reinstall Windows. 

Note: Please back up your personal data and files before performing the system recovery.

Follow steps mentioned below "Recovery when Windows 10 does not start correctly" from the document: Click here

Keep me posted,

Have a great day 🙂

Cheers!

[Shant007]

And thank you for your help and suggestion.

Its not just a lag with playing videos, even moving the USB mouse cursor or opening the usual file explorer files like, My Documents or Music, there's a delay after the initial click. My previous notebook with a much lower specs didn't do this with the same USB mouse. Could this may be a refurbished HP laptop?

I was thinking to do a full system restore already, but its too much time consuming having to reinstall all the programs again especially with downloading and installing over 100 GB of video games on steam.

As I've mentioned, I have noticed the system lag within the first few hours after setting up the notebook for the first time on the 2nd of February. I didn't install anything apart the ones that were already installed. I thought that this lag was normal and might be to do with drivers or windows update but its clearly.

Any other suggestions? And, if I did do a full system restore and is still the same. What's the next step? HP repair support again? I hope not.

Cheers

[Flower_Bud]

@Shant007,

I have brought your issue to the attention of an appropriate team within HP.

They will likely request information from you in order to look up your case details or product serial number.

Please look for a private message from an identified HP contact.

Additionally, keep in mind not to publicly post personal information (serial numbers and case details).

Thank you for visiting the HP Support Forum.

[Shant007]

...

[Shant007]

I have sent all the details which you've requested last week and I've not heard anything since then...

I have also performed a full system restore but the issue still persists.

[Shant007]

@Flower_Bud 

As I was advised by HP, I did a full windows reset using the windows recovery option in setting, which didn't help.

Then I was sent a USB mouse thinking that could the issue but the lagging still there.

HP then took a full system info which took over 2 hour to scan, one was a System Information File which I'm familiar with, and another strange IDR Cabinet File.

After that, HP posted to me a HP System Recovery it came on a USB stick, it was a nightmare to receive because HP got the wrong address.

Today I had a call from HP telling me that the only other option is to send the unit yet again for a repair and it can take up to 8 days to repair, which I am not happy with at all because I have been sending it so many times, just really fed up with HP, and I don't have a replacement laptop to work on, I don't want to be left without a computer for less than a day so I'd really appreciate some help from HP Forum or a better option than this.

Thanks

[KrazyToad]

@Shant007

I have gone through your case and I understand your concerns and frustration.

I have escalated your concerns to HP’s Support Team to review your case.  You should be contacted within 4 business days (this does not include weekends or holidays).

Thank you.