BUG Report in BIOS HP Sure Start - Laptop stuck in a loop or bricked

[cmiguel]

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@IT_WinSec wrote:

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Hello,

It does not matter what settings you had before... If you applied factory default security and factory default BIOS settings, you are on default settings, no matter what settings you had before. So, on 01.19.20 you are on default settings.

I just upgraded two Elitebooks 800 G5 to 01.19.20 and to 01.20.00  (both from 01.17.00). Also clean wiped the SSDs on both of them.
Let me see what my tests will show following your instructions. Posting back soon

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Hi @IT_WinSec

I was describing the options I use for my BIOS, because maybe having the BIOS setup that way, and upgrading from 01.17.00 to 01.19.20 could have an impact on it.

I only applied the defaults after the upgrade. So for completeness I tried to describe as much as possible.

[cmiguel]

I am not sure what's going on then.

I know this happened exactly after I Reset the security tab to factory defaults, got a Sure Start warning about the missing PK key. Then reset "applied factory defaults and rebooted" in the main BIOS tab. Right after that the laptop came back with this warning, and it's stuck in this loop.

BTW, this happened on version 01.19.20, I am fairly sure of that. And I had upgrade to this version 2 days prior to this happening.

[cmiguel]

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@IT_WinSec wrote:

Can you try power resetting/hard resetting your notebook >> https://support.hp.com/us-en/document/ish_1997208-1551050-16

1. Turn off the computer, and then unplug the power cord.

2. Disconnect any peripheral devices, and then remove the computer from any port replicator or docking station.

3. With the power cord unplugged, press and hold the Power button for approximately 15 seconds.

4. After you drain the capacitors, plug in the power cord. Leave peripheral devices disconnected.

5. Turn on the computer.

   You may try doing it again for 30 seconds (step 3)

   When you attempt to start your computer, immediately after you press the power-on button, begin hitting the Esc button repeatedly (like tap-tap-tap), as shown here >> https://www.youtube.com/watch?v=GSN0qzXayUY

   - > Does HP Startup menu appear (with options to select extra menus such as F1 System Information, F2 System Diagnostic, etc) ?

   Even if you see the HP SureStart Recovery message, hit ok but then continue pressing the Esc button repeatedly (tap-tap-tap, etc...)

   If the HP Start up menu appears, keep it like that, that is a good sign (the better option)

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I will try this right now, and report back.

[cmiguel]

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@IT_WinSec wrote:

Can you try power resetting/hard resetting your notebook >> https://support.hp.com/us-en/document/ish_1997208-1551050-16

1. Turn off the computer, and then unplug the power cord.

2. Disconnect any peripheral devices, and then remove the computer from any port replicator or docking station.

3. With the power cord unplugged, press and hold the Power button for approximately 15 seconds.

4. After you drain the capacitors, plug in the power cord. Leave peripheral devices disconnected.

5. Turn on the computer.

   You may try doing it again for 30 seconds (step 3)

   When you attempt to start your computer, immediately after you press the power-on button, begin hitting the Esc button repeatedly (like tap-tap-tap), as shown here >> https://www.youtube.com/watch?v=GSN0qzXayUY

   - > Does HP Startup menu appear (with options to select extra menus such as F1 System Information, F2 System Diagnostic, etc) ?

   Even if you see the HP SureStart Recovery message, hit ok but then continue pressing the Esc button repeatedly (tap-tap-tap, etc...)

   If the HP Start up menu appears, keep it like that, that is a good sign (the better option)

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Ok, I followed the instructions.

https://drive.google.com/file/d/1WPAH-3VODkYzw0MZyymkvv4PRqTvVxxS/view

I made a video of what happened when I follow the Hard-reset instructions, so there are no doubts I am doing the right procedure.

The message still comes on. I am not able to get anywhere, even though it shows "Entering Setup Menu" in the corner.

And a video showing how the laptop reboots to the message and doesn't let me do anyhting: https://drive.google.com/file/d/151wButJoEk4rAMGpcayWDFYdxf8jsl3U/view

[cmiguel]

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@cmiguel wrote:

I contacted HP today, and was given the [personal information removed].

I was given the impression that I would have to pay to fix this, but the case is gonna be evaluated.

I don't know what to do. Or how to fix this.

I pretty sure this problem can be replicated on other HP computers with the same BIOS version. I don't understand this as being miss use, or something that can be my fault.

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HP contacted me today.

Apparently the issue is, my laptop is under warranty, but I don't have the receipt. Even though I was told the serial number would be enough, and they can verify there is an HP care pack, they now changed to saying they can't do it without a proof of purchase, unless someone else at HP authorizes it. I sure hope HP authorizes the warranty claim.

I have no idea what to do, and I need my laptop working.

[TzortzisG]

Hi, have you tried esc+F2 or win+B?

I think that you should treat the problem as a corrupted BIOS.....

https://h30434.www3.hp.com/t5/Notebook-Operating-System-and-Recovery/Followed-the-windows-button-pre...

https://www.hp.com/us-en/shop/tech-takes/how-to-update-bios-software

[cmiguel]

I followed that.

Windows key + B or Windows Key + V doesn't seem to do anything.

Odd, just odd. Is, for some reason the SSD needed to do this?

Looking at other threads, on this forum, I see a bit of firmware issues making the laptop stuck in a loop. None quite like this, but related in the way that they are firmware problems and related to the security controller I think.

[cmiguel]

Hi IT_WinSec

First of all thank you for all the time you have invested trying to replicate my issue. Sadly it still persists, and so does my despair

I found this article: https://support.hp.com/in-en/document/ish_3932413-2337994-16

Holding the power button for 15 seconds resets the embbeded cotroller.

To reset the BIOS the key combination is Windows + V

And to attempt a BIOS recovery the key combination is Windows + B

None of that works on my laptop, except for maybe reseting the EC controller. That is probably working, by the indication of the caps lock led.

I think the reason none of it works is because the problem is not within the BIOS chip, or any BIOS setting but with the Security Controller, where Sure Start resides, and that is a physically different chip, with its own NVRAM.

According to the white paper It preceeds the BIOS in the boot process and the idea is to make sure the CPU only runs a trusted BIOS.

I am not sure what's going on with my laptop, it seems that the Security Manager doesn't like the Secure Boot Keys that are loaded into the BIOS NVRAM. And it warns me that it is going to restore them back to what they should be.

 Maybe the Security Controller got corrupted, but as far as I can tell there is no option to recover or reset the Security Manager.

I don't think I will be able to access the BIOS Setup, or reset the BIOS, or any other operation, because the Endpoint Security Manager Chip, preceeds that, and it is constantly trying to write some boot keys into the BIOS.

HP should look into the operation Sure Start, there should be a reset option.

[TzortzisG]

One other thing you could try is removing CMOS batery, though according to your reasoning it shouldn't work. However, you have nothing to lose by trying.

If none of the preboot key combinations work, it seems you'll have to take it to HP....

[cmiguel]

I disconnected the internal battery, and the CMOS battery. Will wait 24 hours and see what happens.

Honestly I can't believe this is happening, after a mere factory restore...

It's been almost 1 week... I really need this laptop. And if this happened this time, and the laptop is still under warranty, what would I do if it wasn't.