HP Envy desktop crashed, only opens in safe mode now

[dobster]

Firmware diagnostic gives the following message in 'video memory'

 ERROR 9B05EA#ABU GU0D74-78T8T2-X87R7G-Q25V03  

any idea why system will not reboot? Hardware issue? Compatibility issue? Software?

nb am system user not technician, please excuse ignorance of basic terminology/ concepts

[DavidSMP]

Hi @dobster,

Thanks for reaching out to the HP community.  After reading your post I see that you need assistance regarding display issues. It will be a delight to assist you here.

Superb analysis and brilliant diagnosis of the issue before posting. Kudos to you on that score. 🙂

For better clarity and to assist you better I would require more information regarding this:

• Did this happen after a recent power outage or surge?
• Please let me know the exact product# and model# of the computer to assist you correctly.

For now, let me keep my informed about a few things here.

• It is a hardware issue with the graphics card on the computer. It needs to be replaced if it is an external Display card and not an integrated one.
• I am being honest about it by keeping your best interest in mind without beating around the bush.

You need to contact HP phone support to get it repaired.

HP Technical Support can be reached by clicking on the following link: http://hp.care/2r9wSvP

• Once the support page opens please select the country in which you're located. Next, enter your HP model number on the right.
• Next, choose the 'Contact Support' tab at the top and scroll down to the bottom of the 'HP Support- Contact' page to fill out the form provided with your contact information.
• Once completed click the 'Show Options' icon on the bottom right.
• Lastly, scroll down to the bottom of the page and select 'Get phone number.' A case number and phone number will now populate for you.

They will be happy to assist you immediately.

If the unit is under warranty, the manufacturer’s warranty should take care of it for you.If the computer is more than 3 years old then service options with HP are no longer available because the original suppliers and manufacturers who manufacture and supply the parts to HP to build and service the computer don't do so anymore. Please contact a local technician to get the product repaired and the graphics card replaced if it is an external display card.

Let me know how it goes and you have a great day!

To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help. If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles.

Take care and have a blessed week ahead. 🙂

[dobster]

model is a HP Envy 700 product no G9B05EA#ABU, model 70-311na. Integrated ? Hmmm. its attached at right angles to the motherboard. Don't know if it's using a peripheral slot  or how it's integrated into the board itself.  

'it needs to be replaced if its an external display card' - what are my options if it isnt?

Warranty? Tricky. May still be within the three years , not entirely sure. Even if out of warranty, can I stil get HP support on the link mentioned (even if i have to provide the 'fix myself)?

Ta for help so far

Yo ho ho an ting

[DavidSMP]

Hi @dobster,

I read the super quick reply. Thanks for responding. I am glad to know that after replacing the black ink cartridge the printer is back in business. You've done amazingly well by displaying excellent technical competence, immaculate attitude coupled with infinite patience to try and resolve the issue. Kudos to you for a job well done. 🙂

Trust me I've done all I can to assist you by keeping your best interest in mind. I genuinely hope the product works great and stays healthy for a long time. It has been an absolute privilege to have shared this platform with you and a fabulous experience to have worked with you. Great effort. 🙂

The computer's motherboard has expansion slots. It is very good news as external Graphics card can be installed on a PCI express slot.

You need to keep in mind the form factor, the power supply requirements of the card, (in case you need to change your power supply), an updated bios and then you should be able to install an external graphics card that is compatible with your computer.

Product specs of the computer: http://hp.care/2BLFHSO

Product specs of the motherboard: http://hp.care/2BKctDP

    Expansion Slots

• One PCI Express x16 (Gen 3.0)
• Three PCI Express x1 (Gen 2.0)
• One PCI Express half-length mini card socket

Please note that HP does not recommend upgrading either the operating system or the computer’s hardware as the components that were initially installed with the unit are certified by HP for optimal performance. However, as you are very technically inclined, I would still request you to consult a local technician like Best Buy or Staples before proceeding to upgrade the unit.

So please contact a local Best Buy or staples technician and perform the upgrade so that there are no compatibility issues with the computer and everything works smoothly.

If this helped, then to simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help. If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles.

Take care and have a super year ahead. Stay healthy and smile big. 🙂

Cheers!

[dobster]

thanks for the swift reply

computer is currently running in 'normal' (non safe) mode but i really dont trust it's 'reliability'  anymore. Think I will look to replace/ upgrade graphics card at earliest opportunity

questions for you

1  how power (approx) is the AMD Radeon card currently on the board drawing down, do you think? How much power could a replacement card effectively draw without causing problems? saw a card today that drew down 300 w, 1 gb RAM, but was advised that this wasn't really a 'gaming' card ( the AMD radeon isn't a 'gaming card' either I suppose, but it sufficed to play Elite:Dangerous)

https://www.amazon.co.uk/MSI-NVIDIA-GeForce-Express-Graphics/dp/B01AY7927A/ref=sr_1_2?ie=UTF8&qid=15...

2 would I have to remove the existing card from the board before installing the new card (also is the existing card 'integrated?' by yourown  terminology? would it's removal cause more problems?)

dont understand form factor? could you briefly explain.

updated bios? Install the hardware and see what happens? upload new drivers?

I thak it from your missive that he PC!1Express slot is the 'go to' slot as far as adding new graphics card?

thanks again, and Merry Christmassto you( unless you are a bot, in which case,  1000101010001010001)

[DavidSMP]

Hi @dobster,

I read the response. Thanks for the reply. It is much appreciated. First off, I am not a bot. I am human in the flesh and blood. 🙂 A merry Christmas to you. Nice dry humor wishing a bot 110011100001.

Now come back to the things on hand, let me keep you posted about a few things and answer your question one at a time.

Please don't jump the gun yet if it is working in normal mode the graphics card is working correctly.

 I am trying to save you some money by keeping your best interest in mind. I don't live in Bill gates' neighborhood and understand where you come from.

Please run the complete component tests from this link: http://hp.care/2uoegKc to check if the video module is fully functional.

Follow the directions under the option component tests and run diagnostics on Video. If it fails you could replace the graphics card.

If it passes, then follow these steps:

• Right-Click on start button> click device manager> expand display adapters>then select the display drivers that are listed and right-click on it and uninstall the drivers.
• Check the box that states delete the software for this device.
• Then restart the computer and update the bios chipset and graphic drivers from this link: http://hp.care/2ztuLDm  

This should fix the issue as long as there is no hardware issue with the video card. It looks like a driver issue for now.

Coming to the other questions here:

• The integrated video card is a terminology used for an on board video card integrated into the motherboard and it is not an external video card that is mounted on the motherboard.
• The external AMD Radeon card that you have sits on a PCI express slot and needs to be removed to install a new video card if reqired.
• First update the drivers from the steps mentioned above and check if the issue gets fixed. Then you could consider replacing the AMD graphics card if the issue continues.
• Now to play light games this AMD card should suffice.
• But if you intend to play slightly heavier games you could go with the NVidia graphics card whose that you shared.
• Also you need to check the power drawn y this card from the power supply.
• The power supply that you currently have is a 500 W power supply which is ample to drive this NVidia 710 card.
• Make sure that the power connector of the power supply and the graphics card are compatible and match for it to work correctly if you plan to replace your existing AMD graphics card.
• Ensure that the bios is also updated from the link mentioned above.
• Then coming to form factor, you get the video card in different sizes. So when I speak of form factor, I am referring to the size of of the external video card. It should be compatible and match the PCI express slot of your computer for it to be a perfect fit. It should also be the correct size to ensure that it works correctly. A bigger card than this may not fit the computer. You get the NVidia 710 card in different sizes. 
• Please ensure that any video card that you select is the same size as the AMD video card isnalled now on the computer on your PCI express 3.0 slot.
• Please consult a local technician before replacing any card as it should be compatible with the computer and should function correctly without hassles.

Hope this answers all your questions and remember I am not a bot and just another human like you. So please ensure to do this:

If this helps, then to simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help. If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles.

Take care and have a super year ahead. Stay healthy and smile big. 🙂

Cheers!

[dobster]

Thanks for informative (exhaustive!) Reply. Will try soon. Thanks again and merry Xmas!

[DavidSMP]

Hi @dobster,

Thanks for the swift reply. A merry Christmas to you as well. Please don't forget the Christmas Carol, the Christmas cake and the Christmas accepted solution as it will benefit several others with the same issue.:)

Hope this helps. Let me know how it goes. To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help. If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles.

Take care and have a blessed year ahead. 🙂

Cheers!

[dobster]

Thanks again for your help

Computer has been 'behaving' up to a point, but certain applications (Chaos:Reborn, and latterly 'Elite Dangerous' seem to set it off). Been looking on forums, apparently CRB's card optimisation isn't great.

just need to check- your instruction is to identify/ delete graphics card driver, then switch off PC (i.e. so it reboots and downloads/ reinstalls new driver).

If I delete the graphics driver however, won't the screen immediately go blank, thus I wont be able to turn off the PC (or does it find a 'generic' driver to patch things up in the interim?)

would I then have to interrupt the boot, i.e.  to somehow install the new drivers at the BIOS level?

You instruction indicates a web link, which would instead indicate that need to load Windows/ access a browser again, without a graphics card driver will I be able to see anything in order to navigate to a web page?

As you might understand,  Im rather cautious about deleting the thing that let's me interface with the PC as you might imagine, just want to be sure before doing this

[dobster · Accepted solution]

Deleted the drivers as instructed, found the generic drivers/ hardware, reinstalled  the drivers for the AMD card from the website link . Hurrah! Worked again. Sadly however this was short lived , as about a week later it crashed again, this time couldn't even get it back to 'safe mode with networking' so couldnt repeat this trick . One trip to the PC shop later (actually, 2 trips to two PC  shops), and following a full reinstall of windows, and the physical removal of the graphics card (which Im told is irredemably busted:smileysad: )  I have a PC again, just not as shiny as before. Thanks again for help, will accept as 'solved' as I think there wasnt much more you could do. Can't win em all....