Problem Hp Sure Start

[sternbro]

Sure Start won't let me install any anti virus with out often shutting down and restarting on it's own. Bios are updated. Not very happy with Windows Security only.

[Meghana_10]

@sternbro, Welcome to the HP Support Community. 

Thanks for reaching out about your query regarding the HP device. 

We're thrilled to have the opportunity to assist you and provide a solution. We hope our assistance has been helpful! 

Sure Start and Antivirus Installation Issues

HP Sure Start is a security feature designed to ensure that the BIOS is protected and operating safely. However, if it's interfering with antivirus installations and causing frequent restarts, here are some steps you might consider:

1. Verify BIOS Update:

   • Ensure that your BIOS firmware is indeed up-to-date. Sometimes, reapplying the latest update might resolve any corruption or misconfigurations.

2. Check Sure Start Settings:

   • Access your BIOS settings by restarting your computer and entering the BIOS setup (usually by pressing a key like F10 during boot). Look for settings related to HP Sure Start to ensure they are correctly configured. Refer to your model's support documentation for specific settings.

3. Temporarily Disable Sure Start:

   • If safe to do so, consider temporarily disabling HP Sure Start in the BIOS settings to allow the installation of antivirus software. Ensure you re-enable it after installation to maintain security.

4. Ensure Compatibility:

   • Make sure the antivirus software you are attempting to install is compatible with your version of Windows and the rest of your system software.

5. Safe Installation Environment:

   • Try installing the antivirus in Safe Mode to minimize conflicts with other applications or background processes. To start Windows in Safe Mode, restart your computer and press F8 (or Shift + F8 on some systems), then select Safe Mode with Networking.

6. Windows Event Viewer:

   • Use the Windows Event Viewer to check for any logs or specific error codes that might provide more information on what’s causing the shutdowns. This can be accessed by typing "Event Viewer" into the Windows search.

I hope this helps!

Take care and have an amazing day! 

If you would like to thank us for our efforts to help you, go to the public post and give us a virtual high-five by clicking on "Yes" for the question "Was this reply helpful?" below my message, followed by clicking on the "Accept as solution" on my public post.

Regards,

Meghana

[sternbro]

That was no help. All that info is available on line. All one has to do is search for sure start problems. Anti virus is just the beginning of the many problems with it. I ran for a while with no anti virus. It is apt to shut down the computer  1 time per day or 10 times per day. With or without anti virus.

[Meghana_10]

Thank you so much for the response @sternbro 

We are really sorry that the above solution did not resolve the issue, however we request that you follow the below steps and let us know if it helps in resolving the issue.

1) Make sure the platform firmware is at the fixed level (BIOS + ESC)

Even if “BIOS is updated,” check if there’s a newer BIOS that specifically mentions Sure Start, Secure‑Boot keys, or ESC fixes. HP published BIOS updates for models that could enter a Sure Start recovery loop after Windows cumulative updates, those updates stop the loop.

• Go to HP Drivers & Software → enter your exact model → BIOS (and Security / Firmware sections). Install the latest BIOS and any HP Security / ESC firmware packages.
• If your model uses HP Security Manager / HP Wolf components tied to firmware integrity, update those too.

2) Confirm where the alerts are coming from (Event Viewer)

Open Event Viewer → Applications and Services Logs → HP Sure Start and note the latest Event IDs (e.g., 30, 32, or “Endpoint Security Controller write access failure”). This tells us if the trigger is Secure‑Boot keys, runtime firmware, or ESC writes.

• Example messages users see: “HP Sure Start detected a write access failure in the HP Endpoint Security Controller” or “unauthorized intrusion to runtime firmware.” These are exactly the patterns that prompt reboots/recovery until fixed.

(If the HP Sure Start log is blank but you’re still seeing recoveries, it’s another hint your platform firmware needs the fixed BIOS/ESC release.)

3) Rule out conflicts with AV/“system repair” tools

Some security/repair suites attempt kernel/boot/firmware‑adjacent actions (driver hardening, cleaning, low‑level “optimizations”), which can trip runtime‑integrity detection. If you’re testing third‑party AV:

• Uninstall non‑Microsoft tools that dig into boot/runtime layers (at least temporarily). The Fortect example in Microsoft’s forum shows these can trigger HP firmware runtime alerts.
• Reboot, confirm no new HP Sure Start events.
• Then install your AV cleanly. If you use HP Wolf (for Business/Pro), keep only one full‑stack endpoint suite active to avoid overlapping low‑level hooks. Users who mixed stacks have seen conflicts after clean installs.

You can absolutely use third‑party AV with HP. The key is: fully update firmware first, then avoid overlapping endpoint “deep protection” layers.

4) Tune Sure Start preferences (for diagnosis, don’t leave it off)

If reboots persist after updating firmware and removing conflicting tools, use BIOS F10 just for a short diagnostic window:

• In BIOS → Security → Sure Start Configuration, you can disable “Post Protection Message” and certain policy prompts to see if the reboot loop stops, while keeping the core protection on. HP community notes that the boot splash is persistent by design on commercial platforms, but messaging/policy prompts can be toggled.
• Do not fully disable Sure Start unless HP support directs you; HP warns that turning it off removes BIOS self‑healing protection and can force rebuilds if something goes wrong.

If toggling the prompt reduces restarts, the root cause is almost always firmware update level or software conflict, not hardware.

5) Check for the specific “Secure‑Boot keys”/runtime cases

• Secure‑Boot keys loop after a Windows update is a known case; HP resolved it with BIOS updates. If your Sure Start logs mention keys being restored repeatedly, be sure you’re on that fixed BIOS.
• Runtime firmware intrusion detection repeating (Event 520/30) often stops with a clean BIOS/ESC update and removing “repair/hardening” utilities.
• If you run HP Sure Recover or it’s enabled, remember: it can override OS reset behavior, disable Sure Recover in BIOS temporarily if you’re using Windows Reset to test a clean software state.

Take care and have an amazing day! 

If you would like to thank us for our efforts to help you, go to the public post and give us a virtual high-five by clicking on "Yes" for the question "Was this reply helpful?" below my message, followed by clicking on the "Accept as solution" on my public post.

Regards,

Meghana