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system reset or restore will not work after kmode exption error

HP Recommended
hp envy 795-
Microsoft Windows 10 (64-bit)

I have 35 of these computers.

7 have died from kmode exception error.

I can not get them to reset or recover from the hard drive or from the usb stick.

I can boot them into recovery mode by pressing esc and choosing f11.

I starts to run and says it is reformatting all partitions and installing the os.

It reboots and says it is installing software.  After several days of this I pull the plug to shut down the computer.

When it comes back up is says that the restoration is incomplete.

If I choose retry it will restart and come back to this screen.


I think I was able to recover one of these computers with the usb stick.

Every other one I have had to remove all partitions from the hard drive, repartition, and install a non hp copy of windows to get the machine back up.


This just isn't right.

How do I fix this?

I have all of the latest drivers and bios installed.

How do I keep the kmode error from happening?

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HP Recommended



Take a look at possible causes and solutions at this site (Link) if the error you see agrees with the bug check code at the site.


Have you touched base with HP Support?



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HP Support Agent
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Message 3 of 3
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Thank you for posting on HP Support Community.


Don't worry as I'll be glad to help, 

Firstly, let's test the hard drive using HP PC Hardware Diagnostics on all the computers
Please click here to download sp98768.exe, or go to the HP PC Hardware Diagnostics Supporting Website.

  1. Plug the AC adapter into the computer.
  2. Press the Power button for at least five seconds to turn off the computer.
  3. Turn on the computer and start pressing Esc repeatedly, about once every second. When the menu appears, press the F2 key.
  4. When the HP PC Hardware Diagnostics menu displays, click Component Tests.
  5. In the Component Tests menu, click Hard Drive.
  6. Click Quick Test.
  7. Click Run once. If the computer has more than one hard drive, click Test All Hard Drives. The Quick Test begins.
  8. If the computer has more than one hard drive, select the drive you want to test. To test all the hard drives, select Test All Hard Drives.

When a test is complete, the results display on the screen. Test results are also available in the Test Logs on the main menu.

If the hard drive passes the Quick Test, but a problem still exists with the hard drive, run the Extensive Test. This test includes the SMART Check, Short DST, Optimized DST, and Long DST. To run a specific test, select it from the Hard Drive Tests menu.


Hope this helps! Keep me posted for further assistance.
Please click “
Accept as Solution” if you feel my post solved your issue, it will help others find the solution.


I am an HP Employee

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