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Mingledew
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HP ZBook Studio G5 - Blue Screen of death

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HP ZBook Studio G5
Microsoft Windows 10 (64-bit)

Hello community - this laptop has been giving me grief for weeks now and despite system reset and reinstall I keep getting the occasional Blue Screen of death - has anyone else experienced this? Have you managed to fix it? Driving me nuts.

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IT_WinSec
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Thank you for your update.

 

I think I may have a clue what is going on.

 

Can you click on Start, type and then go to Control Panel

Open Programs and features there

 

Do you have a software called HP Velocity

 

If you do, please click on it and UNINSTALL it.

 

Eventually, after the installation completes successfully, restart your Windows computer - here is how to do it

>> https://www.isunshare.com/windows-10/4-ways-to-restart-and-shut-down-on-windows-10.html

>> https://www.digitalcitizen.life/7-ways-shut-down-or-restart-windows-10-pc-or-device

 

After Velocity is gone, let me know if BSOD screens and issues stop ?

Looking forward to your update

 

>> Your FEEDBACK is important. Click below on Accept As Solution or ThumbUp+ buttons if my comments helped or to say thanks <<
*** I work for HP *** I express personal opinion only *** HP Expert - Volunteer since 2013

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IT_WinSec
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Hello @Mingledew !

 

Thank you for posting in HP support Community !

 

 

  • I am sorry about the issue you experience. I will be glad to try to help you solve your computer related issues.

 

Your problem is known as Blue Screen of Death (BSOD). BSOD is kind of Windows self-protection feature. If you received a blue screen error, or stop code, the computer has shut down abruptly to protect itself from data loss.

 

  • I do not know what causes your BSOD yet

 

Usually, the root cause may be a hardware device, its driver, or related software .What you describe could happen because of incompatible with Windows driver (most often) or because of hardware issue (rarely).

 

In order to troubleshoot, I would need some specific information.

 

 

First - configuration

When you start your computer to Windows, go to Start -> type and open Control Panel -> open System .

 Then follow the instructions here to Disable Automatic Reboot after Blue Screen Errors

Uncheck "Automatically restart" option and click OK.

 

 

Second - collect dump files

 

After reboot/restart , open the Computer (Windows Explorer) and go to C:\Windows\

Open Minidump folder

There should be some dump files inside the folder.

Mark them all, right click them all (when marked) -> choose Send to -> Compressed (zipped) folder

Windows will now create a zip archive

I will need this zip archive containing the dump files. They may help me providing technical information about why the issue happens. Once you have the files, upload them somewhere (e.g. OneDrive, Google Drive, Dropbox, etc...) and provide me with link to download

 

 

Third - test your hardware for issues

 

Here is more info >> http://support.hp.com/us-en/document/c03467259#AbT1

 

 

Let me know the test results. Perform quick or fast checks.

 

 

Four - check your PC for viruses/malware

 

.... Run the free ESET Online Scanner >> http://download.eset.com/special/eos/esetonlinescanner_enu.exe

Scan your PC for viruses, threats and unwanted/unsafe applications - remove if anything found.

 

.... Run AdwCleaner >>https://www.malwarebytes.com/adwcleaner/

 

 

 

Last but not least - Update all your drivers using HP Support Assistant

 

Instructions

>> http://support.hp.com/us-en/document/c03467905

 

 

Here is the HP official article which includes details >> http://support.hp.com/us-en/document/c04593971

 

Looking forward to your reply. Let me know the results of the test. Post back if you face difficulties.

>> Your FEEDBACK is important. Click below on Accept As Solution or ThumbUp+ buttons if my comments helped or to say thanks <<
*** I work for HP *** I express personal opinion only *** HP Expert - Volunteer since 2013
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Mingledew
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Thanks for your answer - will try ASAP and send results. Mike 

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Mingledew
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Thanks, I have followed all instructions - nothing showing as an error - I have uploaded the dump files and a screen shot of the report from the tests.

 

https://www.dropbox.com/sh/6qnk5b0w8hvpkvq/AADC2rFachHWe-OnIC9itzBTa?dl=0

 

 

IT_WinSec
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Thank you for your update.

 

I think I may have a clue what is going on.

 

Can you click on Start, type and then go to Control Panel

Open Programs and features there

 

Do you have a software called HP Velocity

 

If you do, please click on it and UNINSTALL it.

 

Eventually, after the installation completes successfully, restart your Windows computer - here is how to do it

>> https://www.isunshare.com/windows-10/4-ways-to-restart-and-shut-down-on-windows-10.html

>> https://www.digitalcitizen.life/7-ways-shut-down-or-restart-windows-10-pc-or-device

 

After Velocity is gone, let me know if BSOD screens and issues stop ?

Looking forward to your update

 

>> Your FEEDBACK is important. Click below on Accept As Solution or ThumbUp+ buttons if my comments helped or to say thanks <<
*** I work for HP *** I express personal opinion only *** HP Expert - Volunteer since 2013

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Mingledew
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Thank you! I followed your instructions and for two days now - NO BLUE SCREEN!!!

 

Many, Many thanks - Mike

IT_WinSec
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You are most welcome, Mike !

>> Your FEEDBACK is important. Click below on Accept As Solution or ThumbUp+ buttons if my comments helped or to say thanks <<
*** I work for HP *** I express personal opinion only *** HP Expert - Volunteer since 2013
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