Pavilion Wave issue with AMD Radeon(TM) R9 M470 graphics card

[Maddisario]

Hi, I hope someone can help.

My Pavilion Wave appears to have an issue with the graphics card. To my knowledge I dont believe it has ever worked properly since I purchased the pc.

Symptons

1. BSOD with varying errors including IRQL NOT LESS OR EQUAL, POOL errors etc
2. PC freezing, or display driver restarting
3. PC fails to boot multiple times, normally resulting in having to boot in safe mode (which works) then reboot in normal mode.

The errors tend to occur when the graphics card is called on to do some work rather than the integrated chip.

If I run Furmark it runs for approx 5 seconds before failing usually when the Video CPU temp gets to 60C. Similarly Heaven benchmark set on the lowest setting runs for 30 secs max before failing and the PC restarting or application crashing.

Actions taken

1. Uninstall/Reinstall of the HP drivers
2. Windows 10 Reset (everything apart from personal files)
3. HP diagnostics on Video Card - no issues
4. Full Memtest on memory - no issues
5. Disabled the AMD graphics card driver

Point 5 is the only action that appears to prevent the issue, presumably because the AMD graphics card is never called into action.

Can someone confirm if the graphics card is faulty or offer some other resolutions as even though I dont use graphics intensive apps often the crashes are annoying. Perhaps the graphics card needs removing and reseating (bit fiddly i imagine in the Wave case) or maybe something else.

I have pasted the PC spec below from HP Support Assistance

[DavidSMP]

@Maddisario,

Good Day. A warm welcome to the HP community. I reviewed the post and will be glad to assist you.

• Did you update the bios and check again?

It looks like a hardware issue here. Let's try 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 graphics drivers from this link: http://hp.com/drivers  Select the country and type the product# of the unit. Then follow the onscreen instructions.

Then check if the issue gets corrected. If it continues, then follow these steps:

• Then create a new local user account as an administrator  from this link: https://support.microsoft.com/en-in/instantanswers/5de907f1-f8ba-4fd9-a89d-efd23fee918c/create-a-loc...
• Log into the new user account after restarting your computer.

Now check if the issue gets resolved. If the issue continues, then back up your files and reset windows to factory settings by following instructions from this link: http://support.hp.com/ca-en/document/c04742289

Then check if gets fixed. This is to isolate the issue to being hardware or software related.

Good luck and keep me posted about the developments. If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue and give the post a Kudos for my efforts to help. Thank you and have a great week ahead. 🙂

[Maddisario]

Hi DavidSMP,

Thanks for the response. I have tried all the options listed, including reloading the BIOS, and the issue is still not resolved. As soon as the graphics card is called on the pc freezes or BSODs and then can take multiple restarts before it boots, or again having to boot in safe mode

Again disabling the card in device manager seems to be the only way to prevent the issue.

Given the above are you proposing the graphics card has a fault?

Thanks

[DavidSMP]

@Maddisario,

I read the response and your awesome patience and efforts are truly appreciated. There is more to it than meets the eye.

I will send you a private message to assist you with the next course of action. Check your forum private message box in the upper right corner next to the bell icon. 

Thank you and have a blessed week ahead.