Solved: Re: HP Diagnostic freeze. - HP Support Community

Antony_Lee · ‎04-20-2013

Dear all,

i think my laptop (Envy 17) is having some problems, hang sometimes,so that i wish to use the diagnostic tools to check the hardware.

The computer can still boot into window of even the HP quicklaunch without problems, but freeze on the diagnostic tools,

attached are the content in the diagnostic directory

F:\Hewlett-Packard\SystemDiags>dir

Volume in drive F is HP_TOOLS

Volume Serial Number is 1E16-EE1C

Directory of F:\Hewlett-Packard\SystemDiags

2010-06-21 01:22 <DIR> .

2010-06-21 01:22 <DIR> ..

2011-02-07 11:41 1,611,648 SystemDiags.efi

2011-02-07 13:26 256 SystemDiags.sig

2011-02-07 12:56 256 SystemDiags.s09

2010-08-31 09:42 443,904 CryptRSA.efi

2011-02-07 11:41 1,535,136 SystemDiags32.efi

2011-02-07 13:26 256 SystemDiags32.sig

2011-02-07 12:56 256 SystemDiags32.s09

2010-08-31 09:42 259,072 CryptRSA32.efi

2013-04-20 13:44 51,897 SystemDiags.log

2012-11-15 21:51 25,802 SystemDiagsCeeHistory.log

2010-07-03 00:03 7,639 2175155716.cee

2011-02-07 11:40 127,264 VideoMem.udm

2011-02-07 11:40 122,272 VideoMem32.udm

2010-09-07 21:06 3,422 09-07-2010_21.06.15.cee

2011-10-10 12:23 4,300 3439345535.cee

2011-12-11 22:13 4,095 320209680.cee

2011-12-13 21:04 1,773 2690672412.cee

2012-01-01 00:13 1,337 2215408127.cee

2012-07-26 21:45 4,972 1262704491.cee

2012-07-26 23:21 2,053 732505786.cee

2012-11-12 09:23 51 11-12-12_09.23.58.cee

2013-04-15 19:43 153 04-15-13_19.43.36.cee

2013-04-16 07:44 51 04-16-13_07.44.03.cee

2013-04-17 21:29 51 04-17-13_21.29.01.cee

2013-04-20 13:44 51 04-20-13_13.44.05.cee

25 File(s) 4,207,967 bytes

2 Dir(s) 88,418,304 bytes free

F:\Hewlett-Packard\SystemDiags>

and logged gather from the diagnostic tools

Hewlett-Packard\SystemDiags\SystemDiags.log

07/26/12 23:21:02 Battery 1 returned 0x0000000000000060 -- Retrying
07/26/12 23:21:07 Battery 0 returned 0x0000000000000060 -- Retrying
07/26/12 23:21:07 Battery 1 returned 0x0000000000000060 -- Retrying
07/26/12 23:21:12 Battery 0 returned 0x0000000000000060 -- Retrying
07/26/12 23:21:12 Battery 1 returned 0x0000000000000060 -- Retrying
07/26/12 23:21:12 Battery 0 returned 0x0000000000000060
07/26/12 23:21:12 Battery 1 returned 0x0000000000000060
07/26/12 23:21:12 Overall Battery Result = 6
07/26/12 23:21:12 Battery Test Completed, TestResult = 6
07/26/12 23:21:25 Calulated CRC of 732505786 for CeeSession File
07/26/12 23:21:25 AtaCommandsProtocol Uninstalled
11/12/12 09:23:57 EFI System Diagnostic 3.6.0.0 Started
11/12/12 09:23:57 Load Options Blank
11/12/12 09:23:58 Failed Loading HP Battery Control Protocol 2010
11/12/12 09:23:58 SysDiagsBiosData Configuration Variable Acquired
11/12/12 09:23:58 Absolute Pointer Protocol Not Available
11/12/12 09:23:58 Found 8 Processors 8 Enabled
11/12/12 09:24:00 Platform Vendor ID 0x8086
11/12/12 09:24:00 Device ID 0xD132
11/12/12 09:24:00 Installed ATA Commands Protocol
11/12/12 09:24:00 2 Total ATA Drives Found
11/12/12 09:24:00 Linked Block I/O Protocol (0xBA0C6674) to Drive 0
11/12/12 09:24:00 Linked Block I/O Protocol (0xBA3E2C74) to Drive 1
11/12/12 09:24:00 No handle found supporting EFI_EXT_SCSI_PASS_THRU_PROTOCOL (143B7632-B81B-4CB7-ABD3-B625A5B9BFFE).
11/12/12 09:24:00 Found 4 Partitions on Drive 0
11/12/12 09:24:00 NTFS Blocks Used 2405122, Free 35990
11/12/12 09:24:00 EXT3 Blocks Used 0, Free 0
11/12/12 09:24:00 Found 3 Partitions on Drive 1
11/12/12 09:24:00 NTFS Blocks Used 2078684, Free 363268
11/12/12 09:24:00 EXT3 Blocks Used 0, Free 0
11/12/12 09:24:00 Family = 103C_5335KV SystemFamily = 2
11/12/12 09:24:00 Total Memory Size = 8129MB, 8049MB Available for Testing
11/12/12 09:24:00 Memory Test Size = 0x00000001F715D000, Estimate 1368 seconds to test
11/12/12 09:24:00 Starting Graphical System Diagnostic Menu
11/15/12 21:51:27 EFI System Diagnostic 3.6.0.0 Started
11/15/12 21:51:27 Load Options Blank
11/15/12 21:51:27 Failed Loading HP Battery Control Protocol 2010
11/15/12 21:51:27 SysDiagsBiosData Configuration Variable Acquired
11/15/12 21:51:27 Absolute Pointer Protocol Not Available
11/15/12 21:51:27 Found 8 Processors 8 Enabled
11/15/12 21:51:29 Platform Vendor ID 0x8086
11/15/12 21:51:29 Device ID 0xD132
11/15/12 21:51:29 Installed ATA Commands Protocol
11/15/12 21:51:29 2 Total ATA Drives Found
11/15/12 21:51:29 Linked Block I/O Protocol (0xBA0C6674) to Drive 0
11/15/12 21:51:29 Linked Block I/O Protocol (0xBA3E4C74) to Drive 1
11/15/12 21:51:29 No handle found supporting EFI_EXT_SCSI_PASS_THRU_PROTOCOL (143B7632-B81B-4CB7-ABD3-B625A5B9BFFE).
11/15/12 21:51:29 Found 4 Partitions on Drive 0
11/15/12 21:51:29 NTFS Blocks Used 2403558, Free 37554
11/15/12 21:51:29 EXT3 Blocks Used 0, Free 0
11/15/12 21:51:29 Found 3 Partitions on Drive 1
11/15/12 21:51:29 NTFS Blocks Used 2091884, Free 350068
11/15/12 21:51:29 EXT3 Blocks Used 0, Free 0
11/15/12 21:51:29 Family = 103C_5335KV SystemFamily = 2
11/15/12 21:51:29 Total Memory Size = 8129MB, 8049MB Available for Testing
11/15/12 21:51:29 Memory Test Size = 0x00000001F7160000, Estimate 1368 seconds to test
11/15/12 21:51:29 Starting Graphical System Diagnostic Menu
11/15/12 21:51:43 AtaCommandsProtocol Uninstalled
04/15/13 19:43:36 EFI System Diagnostic 3.6.0.0 Started
04/15/13 19:43:36 Load Options Blank
04/15/13 19:43:36 Failed Loading HP Battery Control Protocol 2010
04/15/13 19:43:36 SysDiagsBiosData Configuration Variable Acquired
04/15/13 19:43:36 Absolute Pointer Protocol Not Available
04/15/13 19:43:36 Found 8 Processors 8 Enabled
04/15/13 19:43:36 EFI System Diagnostic 3.6.0.0 Started
04/15/13 19:43:36 Load Options Blank
04/15/13 19:43:36 Failed Loading HP Battery Control Protocol 2010
04/15/13 19:43:36 SysDiagsBiosData Configuration Variable Acquired
04/15/13 19:43:36 Absolute Pointer Protocol Not Available
04/15/13 19:43:36 Found 8 Processors 8 Enabled
04/15/13 19:43:36 EFI System Diagnostic 3.6.0.0 Started
04/15/13 19:43:36 Load Options Blank
04/15/13 19:43:36 Failed Loading HP Battery Control Protocol 2010
04/15/13 19:43:36 SysDiagsBiosData Configuration Variable Acquired
04/15/13 19:43:36 Absolute Pointer Protocol Not Available
04/15/13 19:43:36 Found 8 Processors 8 Enabled
04/16/13 07:44:03 EFI System Diagnostic 3.6.0.0 Started
04/16/13 07:44:03 Load Options Blank
04/16/13 07:44:03 Failed Loading HP Battery Control Protocol 2010
04/16/13 07:44:03 SysDiagsBiosData Configuration Variable Acquired
04/16/13 07:44:03 Absolute Pointer Protocol Not Available
04/16/13 07:44:03 Found 8 Processors 8 Enabled
04/17/13 21:29:01 EFI System Diagnostic 3.6.0.0 Started
04/17/13 21:29:01 Load Options Blank
04/17/13 21:29:01 Failed Loading HP Battery Control Protocol 2010
04/17/13 21:29:01 SysDiagsBiosData Configuration Variable Acquired
04/17/13 21:29:01 Absolute Pointer Protocol Not Available
04/17/13 21:29:01 Found 8 Processors 8 Enabled
04/20/13 13:44:05 EFI System Diagnostic 3.6.0.0 Started
04/20/13 13:44:05 Load Options Blank
04/20/13 13:44:05 Failed Loading HP Battery Control Protocol 2010
04/20/13 13:44:05 SysDiagsBiosData Configuration Variable Acquired
04/20/13 13:44:05 Absolute Pointer Protocol Not Available
04/20/13 13:44:05 Found 8 Processors 8 Enabled

regards,

Antony Lee

erico · ‎04-20-2013

Thanks for the info.

Install this version of the latest UEFI environment. It is specifically for your notebook

Install the current BIOS update if it is not already installed. Do this from the HP Support Assistant.

Run the two tests I suggested in my last post.

Best regards,

erico

I am a volunteer forum member, not an HP employee. If my suggestion solved your issue, don't forget to mark that post as the accepted solution. If you want to say thanks, click on the Yes button next to the "was this reply helpful?"

View solution in original post

Antony_Lee · ‎04-20-2013

by the way, i have used the Memery test in Bios which shows everything fine.

regards,

Antony Lee

erico · ‎04-20-2013

What is the complete product name or number of your Envy17? My loaner Envy 17 is an Envy17-3002ea and its product number is A2Q36EA#ABU. My loaner was delivered with Windows 7 (64-bit) Post the Windows version and type.

Remove the bottom cover and see the flexible cover label over the hard disk(s). You can also find that information in the bottom of any HP Support Assistant window. Do not post the serial number here.

I recommend that you install the latest version of the UEFI environment. It is version 5.1 sp61282.exe. Here is a link to the softpaq. It is compatible with all Windows versions except Vista. It can be installed to the hard disk, replacing your current version or to a USB flashdisk (an 8GB thumbdrive). The new version has far more comprehensive testing options than the previous version did.

Best regards,

erico

I am a volunteer forum member, not an HP employee. If my suggestion solved your issue, don't forget to mark that post as the accepted solution. If you want to say thanks, click on the Yes button next to the "was this reply helpful?"

Antony_Lee · ‎04-20-2013

Thanks for the link, now see if this works.

regards,

Antony Lee

Antony_Lee · ‎04-20-2013

So, it installed, new screen shows, which mean installation is successful.

the directory content

F:\Hewlett-Packard\SystemDiags>dir

Volume in drive F is HP_TOOLS

Volume Serial Number is 1E16-EE1C

Directory of F:\Hewlett-Packard\SystemDiags

2010-06-21 01:22 <DIR> .

2010-06-21 01:22 <DIR> ..

2013-02-13 13:17 3,618,512 SystemDiags.efi

2013-02-13 13:53 256 SystemDiags.sig

2013-02-13 14:03 256 SystemDiags.s09

2012-11-05 12:02 443,904 CryptRSA.efi

2013-02-13 13:17 3,330,736 SystemDiags32.efi

2013-02-13 13:53 256 SystemDiags32.sig

2013-02-13 14:03 256 SystemDiags32.s09

2012-11-05 12:02 259,072 CryptRSA32.efi

2013-04-20 14:18 52,557 SystemDiags.log

2012-11-15 21:51 25,802 SystemDiagsCeeHistory.log

2013-01-23 14:31 38,660 opticaldiags.msg.xml

2010-07-03 00:03 7,639 2175155716.cee

2013-02-13 11:44 151,792 VideoMem.udm

2013-02-13 11:44 142,736 VideoMem32.udm

2010-09-07 21:06 3,422 09-07-2010_21.06.15.cee

2013-01-23 14:31 100,574 usbdiags.msg.xml

2013-02-13 14:05 256 SystemDiags32.s12

2011-10-10 12:23 4,300 3439345535.cee

2013-02-13 11:44 94,000 FirewireDiags32.udm

2011-12-11 22:13 4,095 320209680.cee

2013-02-13 11:44 229,200 OpticalDiags32.udm

2011-12-13 21:04 1,773 2690672412.cee

2013-02-13 11:44 72,240 VideoDiags32.udm

2013-02-13 11:44 1,154,928 USBDiags32.udm

2012-01-01 00:13 1,337 2215408127.cee

2012-07-26 21:45 4,972 1262704491.cee

2012-07-26 23:21 2,053 732505786.cee

2012-11-12 09:23 51 11-12-12_09.23.58.cee

2013-04-15 19:43 153 04-15-13_19.43.36.cee

2013-04-16 07:44 51 04-16-13_07.44.03.cee

2013-04-17 21:29 51 04-17-13_21.29.01.cee

2013-04-20 13:44 51 04-20-13_13.44.05.cee

2013-02-13 14:04 256 SystemDiags.s12

2013-02-13 11:44 113,104 FirewireDiags.udm

2013-02-13 11:44 260,208 OpticalDiags.udm

2013-02-13 11:44 87,280 VideoDiags.udm

2013-02-13 11:44 1,174,384 USBDiags.udm

2013-01-23 14:30 45,814 firewirediags.msg.xml

2013-04-20 14:18 52 04-20-13_14.18.25.cee

39 File(s) 11,427,039 bytes

2 Dir(s) 80,652,288 bytes free

F:\Hewlett-Packard\SystemDiags>

Hewlett-Packard\SystemDiags\SystemDiags.log

04/20/13 14:18:25 ================================================
04/20/13 14:18:25 EFI System Diagnostic 5.1.1.0 Started
04/20/13 14:18:25 Load Options Blank
04/20/13 14:18:25 Failed Loading HP Battery Control Protocol 2010
04/20/13 14:18:25 SysDiagsBiosData Configuration Variable Acquired
04/20/13 14:18:25 Absolute Pointer Protocol Not Available
04/20/13 14:18:25 HP Thermal Diagnostic Protocol Not Available
04/20/13 14:18:25 HP BIOS Image Interface Protocol Version 0.1
04/20/13 14:18:25 Found 8 Processors 8 Enabled, Max 8 Processors
04/20/13 14:18:25 Lang reported as eng.
04/20/13 14:18:25 Language Selected is currently (eng).

but, it still freeze at loading..........

regards,

Antony Lee

erico · ‎04-20-2013

Have you run the diagnostics yet to check to see if it still freezes?

I am a volunteer forum member, not an HP employee. If my suggestion solved your issue, don't forget to mark that post as the accepted solution. If you want to say thanks, click on the Yes button next to the "was this reply helpful?"

Antony_Lee · ‎04-20-2013

i mean i am stuck at the screen of "Starting HP Diagnostic" after freshing the UEFI disgnostic tools.

obvous it is in the log that the program freeze after determine that i am using English...

regards,

Antony Lee

erico · ‎04-20-2013

How about Identifying your notebook as I requested in an earlier post.

Is your notebook still in warranty? warranty status check

I suggest going to a command line windows and typing in chkdsk /f

Post the results of the check disk utility.

Also from the command line run the system file checker utility. Type in sfc /scannow and press the enter key. Let the system file checler run to completion and post the results here in your thread.

best regards,

erico

I am a volunteer forum member, not an HP employee. If my suggestion solved your issue, don't forget to mark that post as the accepted solution. If you want to say thanks, click on the Yes button next to the "was this reply helpful?"

Antony_Lee · ‎04-20-2013

nope, it out of warranty already, It is a HP Envy 17-1017tx

regards,

Antony Lee

erico · ‎04-20-2013

Thanks for the info.

Install this version of the latest UEFI environment. It is specifically for your notebook

Install the current BIOS update if it is not already installed. Do this from the HP Support Assistant.

Run the two tests I suggested in my last post.

Best regards,

erico

I am a volunteer forum member, not an HP employee. If my suggestion solved your issue, don't forget to mark that post as the accepted solution. If you want to say thanks, click on the Yes button next to the "was this reply helpful?"

HP Diagnostic freeze.

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