Regarding RAM Issue After HP Software/Firmware Update

[shubhamk2026]

Dear HP Support Team,

I am writing to report a serious issue that began immediately after installing a recent update through Windows Update on my HP laptop.

Laptop Details:

• Model: HP Laptop 15s-fr2xxx

• Product Number (SKU): 34W78PA#ACJ

• Processor: 11th Gen Intel Core i3-1115G4

• Operating System: Microsoft Windows 11 Home Single Language (Version 10.0.26200, Build 26200)

• BIOS Version: AMI F.33 (04-10-2023)

• Installed RAM: 8 GB

Immediately after installing the recent Windows update, my laptop started experiencing serious memory and stability issues that were not present before the update.

The issues I am facing include:

• The area around the RAM/memory compartment becomes unusually hot during normal usage.

• The laptop suddenly turns the display off while the system remains powered on, forcing me to perform a hard restart.

• The system becomes unstable and unreliable after the update.

• These problems started only after installing the recent update.

I have already:

• Restarted the laptop multiple times.

• Verified that the installed RAM is detected in Windows System Information.

• Confirmed that the issue began immediately after the recent Windows update.

I purchased this HP laptop only about three years ago. I never expected such a critical issue in such a short period from a reputed brand like HP. The timing of these problems immediately after the update raises serious concerns that the update may have affected the system's firmware, drivers, or hardware operation.

I request HP to:

1. Investigate whether the recent Windows update, BIOS, firmware, or related drivers have caused these issues.

2. Provide a permanent solution or a corrective update.

3. Advise whether a BIOS rollback or firmware recovery is recommended.

4. Arrange appropriate technical support if the update has contributed to a hardware or firmware malfunction.

If required, I can provide system logs, screenshots, diagnostic reports, or any additional information to assist with the investigation.

I request your urgent attention to this matter and look forward to a prompt resolution.

Thank you.

[Deep_World]

Hi  @shubhamk2026,
 
Welcome to the HP Support Community!

Thanks for reaching out!

I understand how concerning it must be to encounter overheating, display shutdowns, and system instability, especially when the issues began immediately after a recent update. I appreciate the detailed information you have already provided. I would be glad to help you in resolving this issue. 

Could you kindly confirm the below details : 

1. Does the display turn off while performing specific tasks, or does it happen even when the system is idle?
2. Do you observe any Blue Screen (BSOD) errors, restart loops, or error messages before the display goes black?
3. Have you run the HP UEFI Hardware Diagnostics, particularly the Memory Test and System Extensive Test?
4. Does the issue occur when the laptop is running on battery power, AC power, or both?
5. Have you recently added, replaced, or upgraded the RAM?

In the meantime, Kindly try the below steps and confirm : 

1. Run HP Hardware Diagnostics Memory Test

• Turn off the laptop.
• Press the Power button and immediately tap F2 repeatedly.
• Select Component Tests - Memory - Extensive Test.
• Note any failure IDs or error codes displayed.

2. Update the BIOS (If a newer version is available)

Please visit the HP support website and check whether a BIOS version newer than F.33 is available for your model.

You can locate updates here:  https://support.hp.com/ 

If an update is available, ensure the notebook is connected to AC power and follow the installation instructions carefully.

3. Check for Driver Issues

• Open Device Manager.
• Expand System Devices, Display Adapters, and Memory Technology Devices.
• Look for any devices showing warning symbols.
• If found, please let us know which devices are affected.

4. Check Event Viewer

• Press Windows + X -Event Viewer.
• Navigate to Windows Logs - System.
• Look for critical or recurring errors that correspond with the display shutdown events.

I would also recommend checking whether the issue persists in Windows Safe Mode ( Document reference  for safe mode step - Click here ), as this can help determine whether a recently installed driver or software component is involved.

Once you provide the results of the HP Memory Test, we can check further and determine whether a  additional corrective action may be appropriate.

I hope this helps.