Elitedesk 800 G1\G2 & G3 random restarts

[jeweytheroux82]

Having major issues with a number of these machines just randomly restarting.

We have upgraded the BIOS and Intel HD Graphics driver however this doesn't seem to have helped.

PC's have been imaged as Windows 7 32-bit - could this be a cause as I believe these machines are Windows 10 out of the box?

[DGroves]

which bios update did you use? the current update resolves random crashing that the previous one had

go to the hp web site and download the current (reissued) bios if you are not running the lates one(s) 

[jeweytheroux82]

The G3 machines were running BIOS version 2.11 and have been upgraded to version 2.16

Doesn't seem to help.

[DGroves]

which specific elitedesk g3 do you have? there are several diffrent sub models

[jeweytheroux82]

Sorry I should have mentioned all affected models are SFF

[DGroves]

do you actually mean the HP EliteDesk 705 G3 in SSF form factor?

[jeweytheroux82]

No I mean the EliteDesk 800 G3 SFF

http://store.hp.com/UKStore/Merch/Product.aspx?id=Z4D04ET&opt=ABU&sel=DTP

[DGroves]

ok i had to be sure as the bios files are diffrent between the 2 models

have you looked at the windows log files? (not the crash dump file) does the system and allpication logs show anything?

do you have any addin cards installed? is win 7 current with all updates  what revisions are the audio/video/printer drivers installed

the most common files to give problems are the audio/printer drivers

what software is run on the system?

is antivirus installed? and if so is it the current revision with all vender patches installed?

[jeweytheroux82]

Having analysed the crash dumps on a few of the computers affected it seems to be the following driver - 

igdkmd32.sys 

which is causing the crashes and restarts. This is the Intel HD Graphics driver, however we have tried upgrading this on the machines and it seems to make no difference.

Uninstalling this and just running the PC with the Windows Basic Graphics driver seems to fix the issue but opens up a slew of other issues around programs not working with the basic driver and also some users have multiple monitors and this doesn't work anymore.

Extremely frustrating.

[DGroves]

DO NOT JUST LOOK AT THE CRASH DUMP, INSPECT THE WINDOWS SYSTEM/APPLICATION LOG FILES

check the igdkmd32.sys  driver revision on a system that is good and one that is having issues if not the same force a driver reinstall using the have disk method (if you just run the installer, it will say best driver allready installed)

compare both systems running/installed software

on a affected system,  uninstall (not just disable) all installed software and retest if system is stable, if so then re install software packages one at a time, testing for a period the computers stability