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jori_unico
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Message 1 of 4
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PC's randomly crashing with new image

HP Recommended
EliteDesk 800 G1 / G2 & G4
Microsoft Windows 10 (64-bit)

Hi Guys

 

We have recently rolled out pc's at a customer with a new image (Windows 10 Ent LTSC Build 17763)

The pc's are: HP Elitedesk 800 G1, G2 & G4

Since then, the pc's have been crashing irregularly.

The event log lists event 41 - kernel power error.

 

I have already tried several solutions:

- Reinstallation - still crashing

- sfc scan - no problems detected

- Bios update - still crashing

- Various drivers - still crashing

- Load measured - normal load, even when the crash occurs

- Temperature measured - normal temps (max 60°), even when the crash occurs

 

None of these attempts were successful.

The pc's still have the crashes.

Sometimes they occur several times a day, sometimes not for several days.

 

We access the devices via Intel AMT.

In the log of AMT I also saw the log entry "Operating system lockup or power interrupt.

Once when I was remotely connected to a pc via AMT VNC connection, I could experience a crash live.

The VNC connection was also interrupted, although this is otherwise maintained during reboots and you can also remotely into the bios with the AMT VNC connection.

 

It looks almost as if not windows causes the crash but something in the hardware.

What is strange is that before the rollout the pc's never crashed.

 

Do any of you have any ideas what else I could try to find the problem?

3 REPLIES 3
DGroves
Level 12
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Message 2 of 4
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HP Recommended

If this is a image you created, IE- a custom win 10 image then i suspect the image itself is the source of the problem

 

did you install a base win 10 install and then snapshot the system? or did you create a custom win 10 ISO with all necessary drivers slipstreamed?

 

did you start from a MS win 10 base install or did you use the Official HP restore image for the base install?

 

https://support.hp.com/us-en/document/c05115630

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jori_unico
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Message 3 of 4
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HP Recommended

We got the image from a partner company.

As far as i know our partner doesn't create a custom win 10 iso with drivers.

So it would be an image of a snapshot of a base win 10 install.

The partner ist using a MS win 10 base not the HP restore image

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DGroves
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Message 4 of 4
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HP Recommended

take one of the problem systems and do a base install using the MS enterprise install image, then install the EXACT DRIVERS that are on the image your partner gave you

 

if your manual build has no issues, you have a problem with the partner ISO image

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