KMODE EXCEPTION NOT HANDLED

[August_Fields]

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So this is little more than supposition on my part but it appears that I am not alone in that belief - HP fixes KB4556799 BSOD issues via Windows Update

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Ordered a book on my ipad realizing I need to know more about the inner workings of windows 10 after dealing with this debacle. 5 minutes later you post a link to a quote from the author. Leads me to believe maybe I bought the right book.

Anyways, for what it's worth, I also have HPSC 4.1.4.3079 and KB4556799, with defender enabled and windows updates enabled with virus definitions coming in the way they normally do. The system seems back to it's normal self. Fingers crossed. I turned windows updates and defender back on 3 days ago after manually installing the latest defender definition. During the transition the windows defender status was "awaiting sync."

What I think is very odd is that the HP Software Component update comes from Windows Update and not from HP - or - is it just that I checked for windows updates before I ran HPSA to check for updates there?

Also when I go to the HP support site and check all software and drivers for my configuration, there is nothing listed that I can associate with HPSC 4.1.4.3079. So someone with windows updates disabled would be able to get it through HPSA or not?

Anyways, IF, and that's a big if, these issues are now resolved, then I would agree that the problem seems to have been caused by definitions for windows defender or the engine itself. I think this is a good hypothesis based on the fact as you say, the 29 April release of the HPSC and I didn't experience a blue screen until approx 16 May. Doesn't that pretty solidly indicate it was the defender engine or one of it's definitions that was updated around that time that caused the issue?

[philip42h_2]

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@August_Fields wrote:

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So this is little more than supposition on my part but it appears that I am not alone in that belief - HP fixes KB4556799 BSOD issues via Windows Update

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What I think is very odd is that the HP Software Component update comes from Windows Update and not from HP - or - is it just that I checked for windows updates before I ran HPSA to check for updates there?

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The TouchpointAnalyticsClientService presents itself as a 'driver' and lives in C:\Windows\System32\DriverStore\FileRepository ...so in effect it appears as a driver for a third-party 'device' and updates are deployed through Windows Update in the normal fashion - I think ... I'm in serious danger of getting out of my depth here!

[siradix]

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@philip42h_2 wrote:

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@August_Fields wrote:

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So this is little more than supposition on my part but it appears that I am not alone in that belief - HP fixes KB4556799 BSOD issues via Windows Update

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What I think is very odd is that the HP Software Component update comes from Windows Update and not from HP - or - is it just that I checked for windows updates before I ran HPSA to check for updates there?

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The TouchpointAnalyticsClientService presents itself as a 'driver' and lives in C:\Windows\System32\DriverStore\FileRepository ...so in effect it appears as a driver for a third-party 'device' and updates are deployed through Windows Update in the normal fashion - I think ... I'm in serious danger of getting out of my depth here!

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You could always just install a third part antivirus program.

[Brad_Grorud]

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@TheJDJ wrote:

It’s the latest Realtek 8822e Wifi card driver that is delivered by MS update. It was installed on my system, an OMEN Obelisk 875-0014, on May 13th and I immediately started getting the KMODE Exception not handled boot loop.

One way past the issue which I have used twice now:
1. Power off and remove the Realtek 8822e.
2. Move your boot drive to different model system without a Realtek 8822e.
*you will need your BitLocker key if you use BL.
3. Boot the other system and let it detect and add the new devices (you may want to clean these up later). Log in then shutdown.
4. Move the boot drive back to your original system and hopefully reboot.

5. Replace that awful Realtek card with something else. I have a new Intel card on the way and I am temporarily using an old Intel 8260 card from another system.

** I'm sorry I don't have the version of the Realtek driver since I removed the card and deleted everything related to it. Maybe someone can reply.

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I just want to say, this is exactly how I "accidentally" fixed the issue the first time it happened.  The user didn't know their password (only their PIN) so I had to hook the boot drive up to a different computer to create a backdoor admin account, and decided to see if the computer would boot in the different hardware.  It did.  So when I put it back in the original computer, I found the problem had magically disappeared.  I figured the device drivers just needed a nice kick in the pants to get their issues sorted out.  The computer worked for a week and a half, and now the issue has returned and I added "HP" to my kmode google search and found this thread.  I'll be trying the "disable Windows Defender" fix once I finish reading the additional 30 pages of posts here (this post I am quoting was on page eight) and if I don't find anything more recent that is a better fix.

Back to reading...

-Brad

[Ferrumic]

@Philip42h_2

I've searched the driverstor repository for anything containing all or all of the string "TouchpointAnalyticsClientService" but there's nothing there for that. Seemingly it's not on this system, which begs many more questions.

[triumsg]

Pls see this :-

https://www.neowin.net/news/hp-releases-fix-through-windows-update-for-issue-causing-bsod-for-certai...

Seems that a solution has been found ... hope it helps. 

I will go in and look into this shortly.  

[philip42h_2]

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@triumsg wrote:

Pls see this :-

https://www.neowin.net/news/hp-releases-fix-through-windows-update-for-issue-causing-bsod-for-certai...

Seems that a solution has been found ... hope it helps. 

I will go in and look into this shortly.  

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That was spotted yesterday, and it may help, but it should be noted that the build date on version 4.1.4.3079 of the Analytics Client is 29th April so it has hardly been 'rushed out' since BSODs started occurring at the beginning of May. Perhaps more likely it is a change to Defender's signature files that may have addressed the issue.

[philip42h_2]

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@Ferrumic wrote:

@Philip42h_2

I've searched the driverstor repository for anything containing all or all of the string "TouchpointAnalyticsClientService" but there's nothing there for that. Seemingly it's not on this system, which begs many more questions.

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On my PC it's in a folder named hpanalyticscomp.inf_amd64_b0f82bec7f5cb99f dated 24/05/2020 - i.e. the date that I re-enabled Windows Update - the updated 'driver' came down with Windows Update. (I had previously installed the HP Support Framework on 21/05/2020).

If you don't have the HP Support Framework installed I guess that you wouldn't have the HP Analytic stuff at all. If you do / did you may have an earlier version of the hpanalyticscomp.inf folder (I have earlier versions as well). Whether you get the latest version will be dependent upon whether you have Windows Update active - and I can't now remember whether you do or not ... sorry ... 😉

Either way, we have five HP devices here, all running Windows Update and all with some generation of the HP Analytics software installed and ONLY my Envy has crashed so far ... I suspect that it's more complicated than we appreciate so far and that we may understand the full story.

Day 3 and still running ... 🤞

[melinda00]

**Edit** 

For some reason, my post did not include the original instructions from Brainz01 post. So I am pasting that post here:

"

My boys have identical Pavillion gaming rigs (new as of Christmas).  The BSOD issue has created issues for the past two weeks.  Prior bouts were cured with a simple system restore, but yesterday, one of the machines entered a BSOD boot-loop as there were no eligible restore points.  The machine would boot, splash the login screen, and then BSOD.  Very frustrating -- essentially a bricked PC.

Thank you to all the helpful posts on this forum I was able to un-brick the machine (without losing data or reinstalling Windows).  It takes about 10 minutes by following the instructions below (which I've slightly modified to aid the clarity for other newbs like me):

If you are in a BSOD boot loop, follow these [clarified] instructions from @SaltyLager to disable Windows Defender
https://h30434.www3.hp.com/t5/Desktop-Operating-Systems-and-Recovery/KMODE-EXCEPTION-NOT-HANDLED/m-p...

1.  In the recovery screen - go to troubleshoot - advanced options - command prompt.
2. Login with your password [NOTE: you may not have to do this]
3. In the command prompt enter regedit and press enter.
4. Double-click hkey local machine
5. Click file - load hive
6. Browse to C( was D in my recovery environment):\windows\system32\config
7. Open software
8. Enter a Key Name at the prompt, I used "temp"
9. Open the temp key on the upper left and then expand policies - Microsoft - windows defender
10. Create a 32bit dword DisableAntiSpyware. Set it to 1
11. Right click windows defender in the left and create a new key Real-Time Protection and create these 32 bit dwords and set each of them to 1
1. DisableBehaviorMonitoring
2. DisableOnAccessProtection
3. DisableScanOnRealtimeEnable
12. Scroll back up on the left side and highlight the temp key, and then click file unload hive.
13. Then highlight hkey local machine again on the left
14. Click file - load hive
15. Browse to C:\windows\system32\config
16. Open system
17. Enter a Key Name at the prompt, I used "temp"
18. Open the temp key on the left, then expand  controlset001 - services - windefend
19. Double click the Start dword on the right and set it to 4
20. Scroll back up on the left and highlight the temp key, and then click file unload hive.
21. Click file exit, and you should be back to command prompt
22. Restart your PC with a long press of the power button.  Note, your PC may initially reboot into the recovery screen again -- if it does, click the option to restart the machine again.

Hopefully upon reboot, you'll make it all the way to the login screen without the BSOD.

Good luck!"

**End of Edit**

Thank you Brainz01 and SaltyLager! After following [clarified] registry edit instructions from Brainz01 from original poster @SaltyLager, I have been able to unbrick my HP Pavilion Gaming Desktop 690-0073w from BSOD loop and run all updates without a crash for over an hour. I will detail my story below in case it is helpful to anyone else. Thank you to every single person in this thread who has shared their experience and what they know about this terrible situation.

5/15/20 - Found my computer had crashed to BSOD. It probably crashed after updates installed on 5/13, but I had not been on the computer in a few days, so I can't be certain except that I was able to restart my computer with a restore point from 5/13. I did not postpone windows updates...big mistake.

5/17/20 - Windows Updates must have run around dinnertime and by the time I went to my computer at 9pm, it had crashed to BSOD and was caught in boot loop without ability to enter safe mode and no more restore points were available. I uninstalled Quality updates in advanced start up.  Nothing worked. After it appeared my only option would be to reinstall Windows and all my software, and realizing I had no time to do that, I opted to use my old laptop and let my desktop sit until Windows or HP figured it out.

5/18/20 - 5/27/20 - I read all of your posts daily to see what methods had been the most effective for all of you.

5/27/20 - Decided I had let enough time pass and many of you have reported recent Windows updates appeared to have solved issue. Applied the registry edits as described by @SaltyLager and @Brainz01. Rebooted computer. Success! Went to Windows update to check for new updates. Took screen shots of the ones that began to install as well as all update history which I will try to post below. All updates have been applied. The computer restarted successfully. I am currently typing this from my desktop. Woohoo! All my files are still here. All my software is as well. Hallelujah! Now it is a wait and see if this computer crashes again. I will let you know. Please take a look at the updates that were installed today as well as the ones prior to my BSOD if it is helpful for you to figure out your issues. I will also list my specs below if it helps. Good luck to you!

My Computer:

HP Pavilion Gaming Desktop 690-0073w

Intel Core i5-9400F

8GB DDR4-2666 SDRAM

256 GB PCIe NVMe M.2 SSD

NVIDIA GeForce GTX 1660 Ti graphics card

Windows 10 Home

Updates installed today after registry edits allowed me to reboot without BSOD:

Update history:

 

 

 

 

 

 

[Ferrumic]

@Melinda00

Congratulations on your persistence!

One (important) question. You applied the Updates you listed, after you edited the registry to turn OFF Windows Defender, and your machine is running OK at the moment. Did you reverse the registry edits i.e. TURN ON Windows Defender after the edits, or is it still disabled with these entries?