Zbook G5 keep having blue screen of death with different error codes

[nanogene]

Dear Commmunity, I urgently need help.

My zbook G5 (bought in May 2020) begin to show the following issues since last year August 2022.

Issue:
-The laptop keep suddenly showing blue screen of death when I am in the middle of using the laptop.

-The laptop temperature quickly turns very hot , and so as the fan begin to blow fast whenever I begin charging.

I have being trying to remove some apps, and google around to solve the issue above, but unfortunately I failed, and I need help. Please help me.....

[IT_WinSec]

Hello,

Welcome to the HP Support Community!

Is this Zbook your own personal device or it is company owned asset ?

Do you use the computer along with a dock / docking station ? What model ?

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 - information

When did the problem began ?

Did you make any software or hardware changes/updates/upgrades around that time ?

Second - make a configuration change

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.

Third - test your hardware for issues

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

Download and install HP UEFI HW diagnostics >> https://ftp.hp.com/pub/softpaq/sp143501-144000/sp143798.exe

Ensure the computer is connected to power supply.

Boot to F2 mode.

Perform System Test -> Extensive test (2 hours or more)

Let me know the test results.

Four - check your PC for viruses/malware

.... Run the free ESET Online Scanner >> https://download.eset.com/com/eset/tools/online_scanner/latest/esetonlinescanner.exe

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

Last but not least - Update all your drivers, BIOS, HP apps, SDS using HP Image Assistant

>> https://ftp.ext.hp.com/pub/caps-softpaq/cmit/HPIA.html

>> https://ftp.hp.com/pub/caps-softpaq/cmit/whitepapers/HPIAUserGuide.pdf

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

[IT_WinSec]

Has your computer ever been cleaned from inside, for example by using compressed air ?

Please, check these >> https://www.youtube.com/watch?v=GtfcbqjLGmQ

>> https://www.youtube.com/shorts/fxsOHEmOy_0

https://support.hp.com/id-en/document/ish_3894569-1692683-16

[nanogene]

Hi, yes I have cleaned my laptop from time to time , so basically the fan is quite clean, yet the laptop still turning hot quick everytime I charge. This issue only occurred since the last year together with the blue screen issue.

[nanogene]

Dear IT_WinSec,

The laptop is my personal computer. The model is: HP ZBook Studio G5 Mobile Workstation.
I have done the following steps as you suggested:
1) Information:

The problem began sometime in Summer 2022 (July/August 2022-if I remember correctly). I only let the computer update the windows from time to time. I hardly install anything strange that time.

2) make a configuration change
I have now unchecked the Automatic Reboot .

3)test your hardware for issues
I have performed extensive test on the HP UEFI HW as you suggested.
The test result shows:
Battery/Processor/Hardrive/System Board: all passed
But:
Memory Extensive Checked: FAILED; Failure ID: 907BMT-A3VBHB-MFPU2J-402Q03.

4) check your PC for viruses/malware
I have scanned the laptop using ESET ONLINE SCANNER, and everything was clean.

5) Update Drivers
I have updated my drivers as suggested; and still blue screen occured. 

Can you please kindly guide what should I do to fix this issue?

Thanks.
Nanogene

[IT_WinSec · Accepted solution]

Hi Nanogene,

Thank you for coming back. I see you followed strictly all the instructions provided which is highly appreciated and valued 🙂

Based on the performed hardware diagnostics and the memory error code provided, it seems the blue screen in your case is most likely caused by memory issues.

Solutions and some extra checks

A memory module (RAM) is not working and may need to be replaced. Remove any added memory and re-test.

1) Could you check your computer's back or in BIOS, or HP System Information ? >> https://support.hp.com/us-en/document/ish_2039298-1862169-16

• Could you confirm your product number is 6TW38EA ?
• Your serial number should be 5CD01***RW ? 
  Is this correct ? Just confirm, do not post the entire number here.

2) General question - do you have a screwdriver set ? Do you feel comfortable opening the bottom cover/panel of your computer on your own ?

Based on that I can advise you how to proceed with next steps. Looking forward to your reply.

[nanogene]

Dear IT_WinSec

Based on your suggestion, I did test the RAM by switching between 2 RAMs, found out it was one of the RAM is malfunction. The I copied the failure ID and registered my issue with HP support, since I still have three months warranty. The HP finally contacted me, and assigned a local service company to visit my laptop, and replace the broken RAM with a good one. 

Thank you very much, because of your suggestions, I managed to solve this a year long issue.

Once again, THANK YOU VERY MUCH! You are my saver!

[IT_WinSec]

You are most welcome 🙂 Thank you for your nice words