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- Massive Sure Run & Sure Start Problems

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10-09-2019 12:50 AM - edited 10-10-2019 01:39 AM
"System Security Issue has been detected / The BIOS has lost communication with the HP Sure Run"
HP Sure Run causes several shutdowns every day, with the same error message as here...
Although there were no problems/error messages during the initial setup of the notebook, I still tried the following solution, unfortunately without success...
After the PC reset, the notebook is now only 8 hours in operation again, does not have any additional installed programs and the error still occurred 2x.
Summary of the measures already tested or taken, all of them unsuccessful:
HP Sure Run decativated in BIOS and then reinstalled the computer (PC reset, complete without old data) and updated (HP Software & Windows) with deactivated Sure Run
Checking the software versions of HP (Client Secutity Agent, HP Sure Run, etc.) (Note: The versions deposited on the support website are almost all older than the versions delivered with the notebook. Maybe it would be time to update the files on the support website.)
Changing the Standby mode to Hybernate mode in the settings of Windows
Please do not take it personally, but if anyone suggests one of the measures already tested, I will draw his attention to this summary. If somebody does not take the time to read it, he will get a short answer.
Windows Event Log
This PC is not compliant due to this list of errors: >Extensible Authentication Protocol Error in: EapHost SomethingWrong >Windows Security Center Error in: wscsvc SomethingWrong >Volume Shadow Copy Error in: VSS SomethingWrong >Software Protection Error in: sppsvc SomethingWrong
Es wurde eine mögliche Sicherheitsbedrohung für HP Sure Start erkannt. Die BIOS-Einstellung 'Enhanced HP Firmware Runtime Intrusion Prevention and Detection' war nicht konform. Wiederherstellung erfolgreich.
A registry setting associated with HP Sure Run was successfully restored to its proper value. Registry: LocalMachine\SYSTEM\CurrentControlSet\Services\HPSureRun\\ImagePath
Error while starting service DpHost, ErrorCode: 1115
A service that is part of HP Client Security Manager was restarted after being unexpectedly stopped or paused. HP Client Security Manager, Service: DpHost.
This PC is not compliant due to this list of errors: >Extensible Authentication Protocol Error in: EapHost SomethingWrong >Windows Security Center Error in: wscsvc SomethingWrong >Volume Shadow Copy Error in: VSS SomethingWrong
This PC is not compliant due to this list of errors: >Software Protection Error in: sppsvc SomethingWrong
A registry setting associated with HP Sure Run was successfully restored to its proper value. Registry: LocalMachine\SYSTEM\CurrentControlSet\Services\HPSureRun\\ImagePath
There seems to be a connection between this problem and Sure Start, because they occur together in time...
Sure Start log entry: A problem has been detected with the HP Hardware Enforced Protection Agent and there is no assurance that the system remains in compliance with the guidelines that were set. The system may be unstable until restarted. [fe 00 13 26 10 08 10 19 84 24 03 f9 fc ff ff ff] Source: HP Secure Platform Management Timestamp: 19-10-08 10:26:13
Sure Start log entry: A problem has been detected with the HP Hardware Enforced Protection Agent and there is no assurance that the system remains in compliance with the guidelines that were set. The system may be unstable until restarted. [fe 00 44 12 13 08 10 19 84 24 03 f9 fc ff ff ff] Source: HP Secure Platform Management Timestamp: 19-10-08 13:12:44
Is there an alternative to completely shutting down Sure Run?! Other customers have not received a solution/answer even after months if you read the Sure Run contributions on the Internet...
Solved! Go to Solution.
10-10-2019 10:42 AM
I have the same issue on an HP zBook 15u G6, having just installed a BIOS update today. In addition to the info given above, I am also seeing the following every minute in the Notifiactions section of HP Client Security:
Critical Sure Run The security key that is needed by HP Sure Run is not available and Sure Run will now close 10/10/2019 5:36:36 PM
Critical Sure Run The security key that is needed by HP Sure Run is not available and Sure Run will now close 10/10/2019 5:35:36 PM
Critical Sure Run The security key that is needed by HP Sure Run is not available and Sure Run will now close 10/10/2019 5:34:36 PM
Type of Alert Product Type Description Time
Any thoughts on how to proceed would be appreciated.
10-10-2019 10:51 AM
And some further info from the Windows Event Log:
The system was hibernated due to a critical thermal event.
Hibernate Time = <u+200e>2019<u+200e>-<u+200e>10<u+200e>-<u+200e>10T12:43:31.294767200Z
ACPI Thermal Zone = \_SB.PCI0.LPCB.EC0.HEPZ
_HOT = 353K
So it looks like the latest BIOS update has caused this - the system is not under any significant load at time.
Quite possibly the Sure Run error is a symptom of a number of problems.
11-14-2019 05:57 AM - edited 11-14-2019 05:58 AM
Earlier this week my HP EliteBook x360 1030 G3 automatically updated my BIOS to version 01.09.01. Ever since the update I get a periodic (about every six hours) spontaneous shutdown of the PC with the same error message as indicated here: BIOS losing conection with Sure Start, etc.