Crashes & Errors - Possibly faulty CPU?

[Matt157]

Hi,

I've posted here before to try and get some support here which provides a lot of context: Previous Subject 

Following on from that post, my case was closed after supposedly contacting me (which never happened), and to be truthful, I couldn't be bothered to deal with trying to continue to resolve the issue as Tech Support in my experience, where poor and never showed any ability in being able to look into the issue.

Today, I'm looking to try again as the issue has remained, possibly even worse now.

To Summarise, around 6 months ago I started to experiences crashes across 3 main areas:

1. Escape from Tarkov: Mostly a 'Unity' Crash error, but also many none descriptive crashes.
2. DayZ: STATUS_STACK_OVERFLOW & STATUS_ACCESS_VIOLATION crashed.
3. Edge (and Chrome when tested): Mostly STATUS_ACCESS_VIOLATION errors, but I've also seen STATUS_ILLEGAL_INSTRUCTIOIN,  STATUS_STACK_BUFFER_OVERRUN & STATUS_BREAKPOINT.

I never noticed these prior to c. 6 months ago, and HP Tech Support typically try to to say 'It's the game, try others', but for 2 games (the only 2 I really play) and a browser to all start showing very similar error messaging, I'm not buying it's the games.

The crashes are inconsistent, some days I can play for hours with no errors or little errors, sometimes multiple within an hour. The last two days I've seen 3 blue screen errors that disappeared before I could take a picture, but Event Viewer is saying the following for the one I just received:

"The computer has rebooted from a bugcheck. The bugcheck was: 0x0000001e (0xffffffffc0000005, 0xfffff801075fcc11, 0x0000000000000000, 0x0000000787314133). A dump was saved in: C:\WINDOWS\Minidump\033025-18015-01.dmp. Report Id: 88e43742-1dae-4eb8-a154-cfda3cc37a3b."

I'm not the most computer literate when it comes to troubleshooting, but have learnt a lot by trying go search for a fix and the only conclusion I keep coming too is that many others have reported my processor (i7 13700k) is known to have issues and I feel like that can be the only thing that make any sense.

The Intel community, (Example: Solved: browser access VIOLATION -- TAB CRASHES - Intel Community) has many people similar to me, but as I've purchased through HP,  it wouldn't be for Intel to RMA, it's HP that need to investigate.

Now, to try and explain all of this to the HP Tech support is something I'd rather avoid given my previous experience, so is there anyway I can speak with someone who can read this and look to support me as i'll likely go through the same process of restoring and reinstalling everything again, despite that not fixing it in the past.

Lastly, 

1. I have restored my PC 2-3 times. Even once I got it back from HP, Edge produced the error before I'd even updated/downloaded anything.
2. Windows Updates are all done, plus the optional ones
3. Every Update from HP software is installed. Including BIOS.
4. NVidea driver is up to date.
5. I've tried Memtest86, no issue found.
6. I've ran the games with no background apps, and without, no impact.
7. I've tried watching lots of data from HWiNFO, but nothing looks to spike when the errors happen (but could also be I have no idea what I'm looking at). The only thing I notice is that many of my cores often reach high temps, p-core 5 is usually the highest
8. I've tried running CineBench but where my errors seem random, I don't know if this prooves anything. I have once had a 'Cinbench Application Error' when it was running. I think the Bug Report it saved somewhere.

Please help 😞

[VikramTheGreat]

Hi @Matt157,

Welcome to the HP Support Community.
 

Thank you for posting your query. I will be glad to help you.

I'm sorry to hear about the ongoing issues with your OMEN by HP 40L Gaming Desktop PC. It sounds incredibly frustrating, especially given the steps you've already taken. Here are some suggestions and steps you can follow to address the problem:

Let's Try a hardware test on the PC, and let me know if all the tests pass, or do you get any failure code for any hardware component.

Extensive Test:

1. Hold the power button for at least five seconds to turn off the computer. 
2. Turn on the computer and immediately press Esc repeatedly, about once every second. When the menu appears, press the F2 key. 
3. On the HP PC Hardware Diagnostics (UEFI) main menu, click System Tests. 
4. Click Extensive Test.

I hope this helps.

Take care and have a good day.

Please click “Accepted Solution” if you feel my post solved your issue, as it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

VikramTheGreat

HP Support

[Matt157]

Hey VikramTheGreat

Thanks for the reply.

I have completed the extensive test, no issues and all passes.

I decided to call support again after all, agent did not try any further troubleshooting, although she did suggest a system restore but once I explained it's the same issue and I've done restore in the past, she's arranged for it to be repaired.

I don't believe anyone knows what is wrong or what needs to be repaired/replaced so have put a note inside the package this time, on the off chance it may help point someone in a direction.

You might not be surprised that I'm not full of optimism, but here's hoping !

[VikramTheGreat]

Hi @Matt157,

Thank you for your response,

Is there anything else that I can help you with today?

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

Take care and have a great day ahead!

VikramTheGreat

HP Support

[Matt157]

Hi,

As I feared, I've now got an estimated delivery date on 05/06 with a comment of:

04/04/2025: New Expected Delivery Date provided by Service Center

04/04/2025: No Trouble Found – Service Center needs Customer failure information

I've no idea what this means. I included 2 pages of notes within the package, and ive not been contacted by anyone.

Can I please have a phone number for customer support so I can talk about a refund and a temporary PC as a replacement?

[VikramTheGreat]

Hi @Matt157,

Welcome to the HP support community.

Please help us with your HP unit serial number or the product number in a private message for further assistance.

Here is the link to find the product Serial number: - Click here

To access your private messages, simply click the private message icon on the upper right corner of your HP Support Community profile, next to your profile and send a private message to me with the serial number, because we value your privacy.

VikramTheGreat

HP Support

[Matt157]

Hi,

Short version - For anyone who may have similar, a CPU replacement seems to have resolved all the issues.

Following on from the "Service Center needs Customer failure information", I HP contacted me for more information, follow a comment from the repair team of:

"BELIEVE THESER BSODS ARE RELOATED TO BATTLE EYE ANTICHEAT. IM NOT TO SURE IF WE WILL BE ABLE TO FIX IT BY REPLACING HARDWARE. I CANNOT REPLICATE IT AS WE CANNTO TEST SPECIFIC GAMES DURING THE"

I provided some more info (although it's pretty much just a re-word of what I've been telling HP for 6 months now). The day after the unit was shipped back with a comment that the CPU had been replaced, albeit with a caveat that  they could not recreate the issue as they don't test games (I explained many times it happens on Edge too).

I'm a few days in now and no signed of the errors I used to get, so all things seem to point to the CPU, like I've been saying since the start. Why it took a complete novice like myself to work this out and not HP is beyond me.

Now this seems to finally be over, can anyone provide me somewhere to provide feedback to customer services? As this entire process has been the worst I've every experienced.