HP Sure Run has failed to restore the platform software to a good working state

[Kofi15]

I recently replaced my hard drive and ram and installed a new Windows 11 Pro 24H2 after updates.

My System Model is HP ZBook Studio x360 G5 

My System Type x64-based PC 

My current BIOS version and date are HPQ71 Ver. 01.30.00, Friday, 22/11/2024

My SMBIOS Version is 3.1

and BIOS mode is UEFI

The system periodically is shutting down every few hours. When I turn it on it gives me the following message. "HP Sure Run has failed to restore the platform software to a good working state. Please select an option below or press ESC to ignore this warning and continue to boot normally."

Reinstall OS

Deactivate HP Sure Run

Suspend HP Sure Run until reboot

ESC - Continue to boot normally

I choose ESC and find that my work is not affected.  But the HP Sure Run error keeps coming.

How do I resolve this?

[BeemerBiker]

Go to the below site and use your serial number of product id to locate your laptop

https://support.hp.com/us-en/products

Select software, select windows 11, and click the "Open all"

Look for Client Recovery  and download the application.

If you do this on another PC you need to have administrator privileges (it cannot be a library PC for example)

You will need a 32gb flash drive to create the factory restore software.

[Kofi15]

Thank you very. Appreciated. 

[Kofi15]

The problem came back.

I checked the Event Log and this is the error every second for HP Sure Run in the screenshot below.

I tried to install the latest HP Sure Run Software and it was unsuccessful with this message in the screenshot below that This security application cannot be installed until the HP Client Security Manager9.3.7.2529 or later is installed. How do I update the HP Sure Run and stop the random turning off of my laptop?

[BeemerBiker]

HP Sure Run on your system is dated 2019.  This is way before windows 11

Looking at the HP driver packs here I do not see any updates for your laptop after windows 10, 21H1

There is a new release of security software for zbook x360 g10 here

Maybe it will work.  Select windows 11, 24H2 and click on "Software Security"

Try putting in the 4 newer applicatioins.

Question:  Did the cloud install work correctly?  Did it install windows 10 or 11 or did it fail to install?

HP Sure Run is supposed to protect your BIOS.  If you think your BIOS is compromised you might re-install the latest BIOS

[Kofi15]

Thank you for your assistance. The cloud install works. I have Windows 11. I am getting this HP Sure Run because it is included in drivers in the HP software and drivers list so I included it. If it is not required, can I uninstall it? This shut down is the only issue I have since replacing the hard drive and RAM.

I will do what you suggested and give you feedback.

[Kofi15]

I have installed the 4 security updates for Studio X360 G10 and they are running. The system logs are still showing HP Sure Run is logging errors 4 times a second and starting again 4 times a second. I will wait a while and see if the shutdown comes again. I noted that after installing the drivers, my local account profile photo synced with my Microsoft account so now they are the same photo.

[BeemerBiker]

I do not know what this means and I do not have an HP system with sure run so I have been guessing.

Did the new sure run drivers work?

if in warranty you can actually get technical support from an HP agent who might know what is going on.

Sure Run is an enterprise product for military, industrial and commercial applications.

[Kofi15]

HP Sure Run came with my Zbook Studio x360. The New Sure run was installed like the old one. But whether it is running properly, I do not know.

So far my laptop has not shutdown since I installed the new drivers. 

I bought my Zbook in 2017 so I am out of warranty now.

If it continues to give this shutdown problem I will remove it. I just wanted to get my Zbook back to original with a bigger hard drive and bigger RAM.

[BeemerBiker]

if your laptop is back to working please mark what the solution was as I have no idea what worked or not.