Zbook 17 G6 randomly crashing

[Stoyanov]

The same is the behavior with me!

[pevsonic]

I guess you're talking to support already? Tell them you're chatting with someone else with the same problem and hopefully they won't be quite as useless with you as they are with me. Happy to DM you my case number if it helps. I wrote up some notes on how to reliably reproduce as well as videos demonstrating the crash under both linux and windows for them too.  Which I spent a day doing at their request and since then they have completely ignored....

[Stoyanov]

Thank you!

[Stoyanov]

I would be pleased to support you, but English communication is difficult for me (you must have noticed). Especially, if I need to make phone calls with HP support.

I hope this forum will also be monitored by HP support staff and show an attitude towards the issues discussed.

[pevsonic · Accepted solution]

So, a sad conclusion to this finally - after 3 months of HP Tech Support not doing a lot and failing to even try and reproduce the issue themselves, they sent an engineer to replace the motherboard a third time and the battery a second time. This, as expected, didn't fix the issue. I've finally given up as I've wasted more time and effort than I can afford investigating this with the tech support team not doing anything their end. As I'd originally reported it under the 30 day limit for DOA and HP have agreed to buy back the machine.

It's a real shame as in theory it should be a great machine and would have been simple for the tech support to investigate if they hadn't been so hopeless... As it stands they still have a significant issue where a ZBook will turn itself off when hit with a high CPU load on battery (and sometimes on mains I suspect but can't prove) so I'd be very wary if contemplating one of these machines...

[pevsonic]

@stoyanov - I heard (too late for me now!) that apparently HP's team have finally had a crack and managed to reproduce this in their own labs now on their own machines so with any luck they might be able to work out how to fix it (assuming that's possible in software / firmware!) so I'd keep an eye out for updates. Im guessing it may end up as a BIOS / microcode update at some point...

As for me I've given up - I may well give the 10th gen CPU machines a crack when they come out and see if they don't exhibit the same problem, but I've had enough wasting time for now and need to do paid work to keep a roof over my head! 

[Stoyanov]

Thank you for the information! I hope they fix the problem for the entire ZBOOK G6 series. If you also receive other information, please share it!

[Stephane68]

Hello, 

I have a simillar problem, HP already change the mother board, but it didn't solve it. Then they ask me to change a setup in the BIOS (can't remenber which one), the problem seemed to be solved but it come back again (black screen).

Nobody have a final solution yet ? 

Could it linked to the graphic card driver ? I have the feeling that it works better when I remove it.

[pevsonic]

Hiya,

HP Tech Support have genuinely been useless and basically done no investigation at all beyond replacing the motherboard and battery for months... I managed to talk to one of their program managers via reddit (of all places!) who was really helpful and intervened on my behalf and managed to get it elevated to their 3rd line support who were looking at the issue I identified back in the second week of March. Beyond that I've heard nothing more but i've seen no BIOS updates (which I suspect has to be the way to fix)

Obviously the Pandemic is going to have been a bit of a problem in this regard (to put it mildly) however so not exactly unexpected of course!  I gave up as was Id wasted way too much time with HP effectively trying to *not* fix the problem and asked for a refund (which they agreed to) that's now also been ongoing unsuccessfully for six weeks as well in much the same uncommunicative and unhelpful way as tech support failing to fix the problem in the first place... 😕 

All I can say is my next machines (and those of my clients) will not be HP any more 😞 

[Stephane68]

Hi,

HP support make me downgrade the Bios, but it didn't help. So the computer will be send back again to HP. But from what I have read in this post I'm afraid they ca,ge again the mother board and the problem will not be solved...

I have a lot of HP computer in the compagnie and it's the first time we have such a problem.

If this time they don't fix it, I will also ask for the money back...I let you know.