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HP Recommended
ENVY Phoenix 810
Microsoft Windows 10 (64-bit)

System:

HP ENVY Phoenix 810 PC

Model 810-250se

Windows 10 64 bit

Video:

AMD Radeon R9 270

 

My PC has had a black screen/reboot issue for the past 10 days or so. My son, who plays the games on it, believes that the above video card is causing the problem. There was a recent set of Windows 10 updates that included a driver for this hardware, but after several attempts to install it (including RESETS of Windows 10 with an image CD) via the update and/or directly from the March 28 AMD download, the farthest that I get is a black screen after the driver software attempts to install. I have done this with Windows Defender disabled. I have tried in Safe Mode with and without Networking, but  the AMD Crimson software will not run there. I did use the AMD removal utility as well.

 

The earliest problem, before I started all the diagnostics, was a reboot loop.

 

Having said all this, at one point I ran the HP BIOS utility than scans all the hardware for failures…guess what, video memory FAILED:

 

Failure ID 0LM8HS-00082V-QFFV7F-Q2WM03

 

 Is this an indication that the card is toast, or that the driver and chipset is just missing/messed up?

 

Another symptom is a weird set of vertical stripes on some graphical features.

 

So I guess my question is, where do I go from here to get the PC back up?

 

Thanks,

Phil

1 ACCEPTED SOLUTION

Accepted Solutions
HP Recommended

Hi @Tutescrew,

Welcome to the HP Support Forums! It is a great place to find the help you need, from other users, HP experts, and other support personnel. I understand you are having an issue with the  video memory FAILED. I will be glad to help you.

 

This is a hardware issue, Please use the following http://www.hp.com/contacthp and create a case for your issue and contact HP. If you live outside the US/Canada, please click the link below to get the contact information for your region.
http://www8.hp.com/us/en/contact-hp/ww-phone-assist.html

 

Tardis40
I work on behalf of HP
Please click Accept as Solution if you feel my post solved your issue, it will help others find the solution.
Click Kudos Thumbs Up on the right to say “Thanks” for helping!

View solution in original post

1 REPLY 1
HP Recommended

Hi @Tutescrew,

Welcome to the HP Support Forums! It is a great place to find the help you need, from other users, HP experts, and other support personnel. I understand you are having an issue with the  video memory FAILED. I will be glad to help you.

 

This is a hardware issue, Please use the following http://www.hp.com/contacthp and create a case for your issue and contact HP. If you live outside the US/Canada, please click the link below to get the contact information for your region.
http://www8.hp.com/us/en/contact-hp/ww-phone-assist.html

 

Tardis40
I work on behalf of HP
Please click Accept as Solution if you feel my post solved your issue, it will help others find the solution.
Click Kudos Thumbs Up on the right to say “Thanks” for helping!
† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the <a href="https://www8.hp.com/us/en/terms-of-use.html" class="udrlinesmall">Terms of Use</a> and <a href="/t5/custom/page/page-id/hp.rulespage" class="udrlinesmall"> Rules of Participation</a>.