Create an account on the HP Community to personalize your profile and ask a question
Check out our WINDOWS 11 Support Center info about: OPTIMIZATION, KNOWN ISSUES, FAQs, VIDEOS AND MORE.
1 ACCEPTED SOLUTION
08-04-2020 04:09 AM
This is the HP Recommended Solution. You might want to try it. Hope this solution works for you. Thanks so much!
I am HP Employee
501 REPLIES 501
05-06-2020 08:27 AM
This error occurred on my HP Pavilion Gaming Desktop 690-0073w today. It was stuck in a boot loop with the error message KMODE EXCEPTION NOT HANDLED. I wasn't able to sign in before it would restart.
I pressed the power button during start-up and shut it off. I unplugged everything, then plugged everything, but not my headphones, back in. I chose to recover my system to 3 days ago, and now it won't restart or boot loop. It has been about 10 minutes.
05-09-2020 08:43 AM
I have at least the same symptoms on my HP ENVY Desktop - 795-0017na, Windows 10, 1909, 64-bit.
Specifically, I get KMODE_EXCEPTION_NOT_HANDLED from Windows during the boot process. Windows then tries again with the same result and it takes me to the Recovery screen.
The first time this happened I was able to go back to a restore point from 5th May and things seemed OK again.
Today I applied the rolled-up updates for Windows 10 1909 and this appeared to go OK but shortly afterwards (while idle) the PC crashed and I am now back in the KMODE_EXCEPTION_NOT_HANDLED boot-lock-out.
The only restore point I now have is from 9th May and restoring to here doesn't help. I've also tried rolling back the latest quality update again with no joy.
Any suggestions short of "Resetting" the PC?
Anyone had a similar issue? Is it HP, Microsoft or "something else"?
05-09-2020 12:49 PM
This is how I solved the issue.
I went to hp.com/go/pchelp.
On list scroll down to Support and choose Download Drivers.
Choose the type of device you are trying to repair; I let HP detect my product.
When you see your product click on it and wait the minute or two for the information to load.
I then clicked on the BIOS title and download the drivers.
This worker for me.
05-09-2020 12:58 PM
This is how I solved the Kmode Exception Not Handled.
Go to hp.com/go/pchelp.
On list scroll to Support and choose Download Drivers.
Click your type of product and let HP detect it.
When your product appears click on it and wait for the information to load.
I clicked the BIOS box and updated the drivers.
This worked for me.
05-10-2020 01:05 AM - edited 05-10-2020 08:12 AM
Thanks for responding - kudos for that - but my problem is that I am stuck in the boot loop and unable to get to Windows at all. I can't get back via a previous restore point and Reset, whether or not I save my data, doesn't work (fails w/o making changes) either. I'm just 'stuck'. I probably ought to start my own thread rather than continue to 'hijack' yours.
05-11-2020 04:46 AM
OK Areebee, I'll stick with this thread for the time being.
I raised a support case this morning and will feed back how things progress. It would appear that we are "not alone" and the culprit may be a recent update Windows 10, 1909. Apparently only some HP models are affected and the impact is different depending upon the model - most just require updated drivers to be installed. We seem to be singled out for "special treatment".
Does this match with your experience?
I'm expecting to have to download some form of factory restore kit and start again but am awaiting a callback and further specific advice. The important thing for me is to not have this recur as I rebuild the system!
05-11-2020 06:54 AM
Philip42h_2 I have an 875-0024 Omen Desktop, and I am waiting for the reset flash drive, as I also had to download a restore kit, but since I didn't have a flash drive, HP is sending me the flash drive with the reset kit pre-loaded.
I will update if their solution fixed the situation for me or not, but it seems like everything else I tried was in vain (costing me nearly 20 hours so far)
Be alert for scammers posting fake support phone numbers and/or email addresses on the community.
If you think you have received a fake HP Support message, please report it to us by clicking on "Flag Post".
Didn't find what you were looking for? Ask the community