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S0NIC
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Solved!

Massive Sure Run & Sure Start Problems

HP Recommended
HP EliteBook x360 830 G6
Microsoft Windows 10 (64-bit)

"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...

https://h30434.www3.hp.com/t5/Notebook-Operating-System-and-Recovery/BIOS-has-lost-communications-wi...

 

Although there were no problems/error messages during the initial setup of the notebook, I still tried the following solution, unfortunately without success...

https://h30492.www3.hp.com/t5/Notebook-Betriebssysteme-und-Software/HP-Sure-Run-Verliert-Kommunikati...

 

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...

 

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S0NIC
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After a BIOS update to R78 Ver. 01.03.03 the problem did not occur anymore!

View solution in original post

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Robert_T
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HP Recommended

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.

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Robert_T
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And some further info from the Windows Event Log:

The system was hibernated due to a critical thermal event.
Hibernate Time = ‎2019‎-‎10‎-‎10T12:43:31.294767200Z             
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.

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S0NIC
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Sometimes I also had this critical thermal event. Nanoseconds before the computer went into standby mode. (The switch to standby mode was always correct because of inactivity, not something else.)

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S0NIC
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Message 5 of 6
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After a BIOS update to R78 Ver. 01.03.03 the problem did not occur anymore!

View solution in original post

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ParmaJohn
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Message 6 of 6
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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.

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