hp Omen 15 2020 model black screen when launch games

[werty2_0]

Hi. Whenever I try launching new games, such as overwatch 2, my screen will completely black screen and I am forced to restart my computer. Sometimes when it does this it can blue screen saying Video DXGKRNL Fatal Error. This is also annoying because it can make my rtx 2060 disappear from device manager forcing me to shut down my computer and boot it back up. I have looked up this error code and have done literally everything to fix this. I made sure windows was updated, I made sure I was on the latest graphics drivers, I reinstalled my graphic drivers, and I scanned my computer for any corrupt files and still nothing changed. Please help someone.

[ub6424]

Hello @werty2_0 

Sorry to hear that you are having problems ... I would like to help you.

Let me check your current system configuration.

(1) Run    msinfo32

- Select <System Summary>:

--->>> Copy/screenshot/paste following key/value pairs:

OS Name

Version

System Model

System SKU ( equals HP product number (p/n) )

Processor

BIOS Version/Date

(2) Start Windows <Device Manager>

- Expand <Display adapters>

- Expand <Network adapters>

- Expand <Sound, video and game controllers>

--->>> Send screenshot

(3) Please report your results

[werty2_0]

Os Name: Microsoft Windows 10 Home

Version: 10.0.19043 Build 19043

System Model: OMEN by HP Laptop Pc 

system SKU: 2A137UA#ABA

Processor:  Intel(R) Core(TM) i7-10750H CPU @ 2.60GHz, 2592 Mhz, 6 Core(s), 12 Logical Processor(s)

BIOS Version/Date:  AMI F.11, 4/18/2022

pls help.

[ub6424]

Hello @werty2_0 

(1) Create Windows system <restore point>

How to Create a System Restore Point on Windows 10 or Windows 11

(2) Download and install BIOS Update

HP Notebook System BIOS Update

F.12 Rev.A

13.3 MB

Aug 4, 2022

Download

Why should you install the update ?

https://support.hp.com/us-en/document/ish_4123786-2338478-16

Quote: "

Updating the BIOS is recommended as standard maintenance of the computer. It can also help resolve the following issues:

• An available BIOS update resolves a specific issue or improves computer performance.
• The current BIOS does not support a hardware component or a Windows upgrade.
• HP Support recommends installing a specific BIOS update.

"

(3) Reboot

(4) Let BIOS be installed until it's completely done !

(5) Download and install / update

Intel Chipset Installation Utility and Driver

10.1.31.2 Rev.A

0.5 MB

Nov 17, 2020

Download

Intel Management Engine Interface (MEI) Driver

2108.100.0.1053 Rev.A

17.2 MB

Aug 27, 2021

Download

Intel Serial IO Driver

30.100.2020.7 Rev.A

0.8 MB

Nov 17, 2020

Download

Intel Thunderbolt Controller Driver

1.41.1094.0 Rev.A

29.9 MB

May 16, 2021

Download

HP Panel Firmware Update Tool

1.00 Rev.A

2.7 MB

Jan 26, 2021

Download

(6) Restart Windows

(7) Download and install / update

Intel High-Definition (HD) Graphics Driver

27.20.100.8935 Rev.A

484.3 MB

Jan 13, 2021

Download

NVIDIA Graphics Driver

27.21.14.5241 Rev.A

727.4 MB

Nov 17, 2020

Download

OMEN Gaming Hub SDK Package

1.0.65 Rev.A

38.7 MB

Sep 2, 2022

Download

(8) Visit --->>> Intel Wi-Fi Site

- Download and install WiFi-22.160.0-Driver64-Win10-Win11.exe driver

(9) Restart Windows

(10) Test your notebook

(11) Please report your results

[werty2_0]

Hi. Um everything seemed fine until I downloaded the graphics drivers. When I downloaded the graphics drivers it said it was not compatible with my hardware and now my gpu is not working.

pls help

[ub6424]

Hello @werty2_0 

(1) Start Windows <device manager>

- Right click on <NVIDIA GeForce RTX 2060>

- Uninstall device

(2) Restart Windows

(3) Test again

(4) Please report your results

[werty2_0]

Hi. I uninstalled my gpu and restarted but the same issue is happening where the game is crashing.

[werty2_0]

pls help

[ub6424 · Accepted solution]

Hello @werty2_0 

Please reinstall Windows operating system.

(1) Backup <all> personal data (documents/pictures/videos etc...) to external <USB hard drive>

(2) Please reinstall your operating system !

You need (another Windows computer) to prepare bootable <USB flash drive>

 An unused or empty USB flash drive with at least 32 GB storage capacity is required.

HP Consumer PCs - Using the HP Cloud Recovery Tool in Windows 11 and 10

Take time and follow

https://support.hp.com/us-en/document/ish_4511095-4511141-16

( All Software and drivers from HP are included )

Information: Your product number is supported: 2A137UA#ABA

(3) Please report your results

[werty2_0]

Hi yes I rebooted my system. I reinstalled windows through cloud and made sure to delete all files on my computer but still the issue is persisting.