Lockups and Bluescreens ? we are here to help

[realtorladyjune]

I have sent the log.  When can I expect a reply?

[GeezerAl]

My own experience with their help is not stellar.

They will get you to do all the testing but they are not reading anything you send in enough detail to help you.

I may be cynical, but they hope that you will go away if they give you enough things to do that are not working out.

[MyHpIsGarbage]

So I believe the name is Rafael? I just spoke to someone and was promised an email. I have yet to get the email, and my log is finished.

I as well am very cynical folks especially since my laptop experience with hp since day 1 has been horrible. The fact that I had to go all the way up to the top to get anyone to even help me is well.. sad. I don't think anything will be done but we shall see. Ah what the hell at least I have a 1000.00 17 inch paper weight.

[Sphinx498]

This is the screen which appears now quite often after my laptop blacks out.Please help.What does it mean.It says something about BIOS update which I tried myself and installed latest BIOS available dated November 2011 for my laptop model.Although there was one more BIOS which was older than this but newer than what my laptop already had.But after installing the latest one I could not install the other one.

This is my laptop model no. PRODUCT NUMBER :  QB365PA#ACJ , SERIAL NUMBER :5CH11813E4, DV6 6119TX.

It had really cost me a lot ( around $ 900 ) to purchase this laptop.Its warranty has expired just a month ago.Please HP support guys help.

[Bigzigs]

I have a HP Laptop , I've only had it 4 months. I'm getting blue screens lockups, black and white screens. This Laptop goes down every five or ten minutes. Please tell me what to do.

[GeezerAl]

An update to my own problems.

I have to rescind my opinion of HP Support. It took a long while, with literally maybe 100 hours of effort, but we isolated the problem and it is being resolved. Microsoft could not even solve it and did not charge me as a result.

There are many things that cause these various Blue Screen (faulty hardware - rare in a new computer and faulty drivers or software from HP or 3rd parties). And there is seldom an easy fix. Patience, persistence, and diligence are the keys to my success (though I often had run out of patience myself, HP never did and they stuck it through, much to my own surprise).

What I did was order the kit for my laptop that included the OS and and all HP drivers associated with the laptop. I backed up my data thoroughly and even redundantly, and then reinstalled everything from scratch.

HP stuck with me the entire time with many good, though not always successful suggestions. The thing you MUST DO, however, is carefully follow the procedures established prior to the first post in this forum.

Download the Disk Image.exe, save it where you can get to it, run it, save the files, and send it to the link in that post.

That initiates the Online Crash Analysis Team involvement. (OCATeam). They will escalate this to the appropriate people and work WITH you to solve the problem. They will respond rather quickly, but your analysis will not be generated quickly. Though it took an inordinately long time to work through the issue, sending the Kernel Dumps and the analysis logs generated by the Disk Image.exe file helped isolate the problem and update the appropriate drivers. Part of the solution was also to repeatedly run the HP Advisor and do Maintenance. That eventually had the fixed drivers and so far the problem is not resurfaced.

Meanwhile, order the low priced recovery kit, reinstall from scratch, (which involves taking all external devices off your computer until it is thoroughly up to date), updating the OS to the latest and greatest, repeatedly running the HP Maintenance to get their latest drivers, and then seeing if the BSOD goes away. It probably will.

Yes, $900 is a lot; mine was even a few hundred more. Therefore, I urge you to treat this as a solvable problem by attacking it with their help.  They really DO try to help.

Albert

Geezer Computer Education and Consulting

[boykorobev]

Hello!

Here is my problem:

I bought a Probook 4530s 4 months ago. It was working properly for two months when it started to restart by itself several times a day. I found out, that there were some windows updates not installed, so i installed them and everything was fine ... until yesterday.

It worked fine for 3 hours and then it began to restart over and over again, and the errors were 0x00000007e, ...34, ...1, ...4.

Some of the times the system wanted to be repaired but that didn't work. First I thought the problem was in the wireless, because when i tryed to connect to the office's network, the laptop restarted again.

Then I thought there is a problem with the antivirus (AVIRA), because it stopped working at once and did not allow me to perform an update ... and the result was again a restart.

Then it didn't allow me to uninstall the AVIRA (successfully done after 4 attempts). Installing Microsoft Security Essentials gave me a hard time too and actually I'm not sure the installation was completed, after several restarts.

Running in safe mode doesn't resolve a thing, it kept restarting after a few minutes work, or refused to start Windows at all. I updated the BIOS with the lates version from the HP-site and the laptop worked flawless ... for 10 minutes.

The seller's support suggest that I should reinstall Windows.

I'd appreciate any help!

Thank you in advance

Probook 4530s
i5, 8 GB RAM, 500 GB HDD, WINDOWS 7 Professional

[ganjgurru]

I have sent the diagnostic email to you, hp. and have also sent the thingy to microsoft.

[GeezerAl]

Once this starts to happen, as I indicated in my last post, it takes time. Do not be surprised if it cannot be solved very easily. If you have the time and patience, this may be your chance to get the whole fix without any cost to you. But what if you do not have the time? Suppose you really need to get this working fast. The following will get it working within a day or two.

Backup your computer completely to a USB drive using either Windows Backup or Acronis Home 13. If you are like me, your data is on a physically separate drive so if that is like your computer, you can skip this otherwise essential step. Make sure your data is securely available and that you know all the settings from your browser and other programs (Windows Backup on Windows 7 does a pretty fair job of doing that), and if you have downloaded programs, make sure you know which ones. I find the diskimage.exe software from HP produces logs that will enable you to determine everything that you have installed.

1. Buy a CHEAP hard disk for your laptop. You can find many at Newegg for less than or equal to $59 plus expedited overnight shipping.
2. Buy the Recovery kit from HP if you need to. for less than $35 including expedited overnight shipping.
3. Replace your current drive with the cheap one and reinstall the OS, install the HP applications on the second (and sometimes third) disk of the kit. Update the heck out of everything including the HP advisor stuff. If this install results in the BSOD, then you have isolated the problem to hardware and HP will probably anti up the replacement.

The 3 steps will take you about 2 days to accomplish and cost about $100 or less.

Now, if doing steps 1 - 3 results in no BSOD, slowly add programs and peripherals until it all works. The moment it fails, you probably identified the software or peripheral that causes the problem. This step takes an extra day so that you can be sure that anything you install has had a chance to reek havoc if it will.

Here is my view on this. We all want these computers to work or the manufacturer to diagnose the problems. I certainly do. I do not resell hardware, but I suggest hardware to my clients that they can buy either in big box stores or directly from the manufacturer. I generally suggest HP because they beat the other manufacturers by far in the quality of the service. I know, they are not perfect - many curse them, especially those who are not willing to put in some time and energy themselves. They may not be as good as Apple, but their online support IS the best I have found and they have developed tools for helping users and their technical support staff to diagnose MUCH better than Apple. 

Good luck and keep us all posted on what you decide to do and how it turns out.

Albert, the Geezer Geek

[boykorobev]

Hello again!

An update about my problem:

I used HP Advanced System Diagnostics and run two tests - Start-Up and Run-up. Both of the tests have failed and according to the Error Log:

FAILURE ID:   9TU73V-00067Q-XD6V4K-40NR03

PRODUCT ID:   A6G46ES#AKS

MEMORY MODULE 2 BOTTOM-SLOT 2 (UNDER)

Does that mean, that the problem was with the RAM-stick and the connection to the motherboard?

Thank you in advance!