Envy x360 Blue screen when connecting bluetooth and play sound

[beskep]

The speakers on my Envy x360 14 work fine, but when I plug in my Bluetooth earphones and play sound, I get a blue screen or computer restart immediately.

Bluetooth connection/playback was fine right after reinstalling the OS, but after updating win11 version 24H2 and the driver update provided by Microsoft, the symptoms reappeared.

I am attaching today's update history.

This bug is making it impossible for me to use my laptop normally.
Please fix it.

[Raj_05]

Hi @beskep,

Welcome to HP Support Community.

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

The issue you're describing seems related to either the Bluetooth driver or a conflict introduced by the Windows 11 update. Let's try to address it systematically.

Roll Back the Bluetooth Driver

1. Open Device Manager:
   • Press Win + X and select Device Manager.
2. Locate Bluetooth Driver:
   • Expand the Bluetooth section and find your Bluetooth adapter (e.g., Intel Wireless Bluetooth or Realtek Bluetooth Adapter).
3. Rollback Driver:
   • Right-click the adapter, select Properties, go to the Driver tab, and click Roll Back Driver.
   • Restart your laptop and test if the issue persists.

Reinstall the Bluetooth Driver

1. Uninstall Driver:
   • In Device Manager, right-click the Bluetooth adapter, select Uninstall device, and check the box for Delete the driver software for this device.
2. Reinstall the Driver:
   • Visit the HP Support website and download the latest Bluetooth driver for your HP Envy x360 14 model.
   • Install the driver, restart your computer, and test the Bluetooth connection.

Disable Driver Updates via Windows Update

Since the issue recurred after a Windows update, preventing automatic updates for the Bluetooth driver might help:

1. Prevent Driver Updates:
   • Press Win + R, type gpedit.msc, and press Enter.
   • Navigate to: Computer Configuration > Administrative Templates > Windows Components > Windows Update > Do not include drivers with Windows Updates.
   • Enable this policy and apply the changes.

Check for BIOS/UEFI Updates

1. Update BIOS:
   • Go to the HP Support website and check if there's a BIOS update for your Envy x360 model.
   • Install the update carefully following the instructions.

[Raj_05]

Revert Windows Update (if possible)

If the above steps don’t resolve the issue, consider reverting the 24H2 update temporarily:

1. Revert Update:
   • Go to Settings > Update & Security > Recovery > Go back to the previous version of Windows 11.
   • Test if Bluetooth works without issues.

Advanced Troubleshooting

If the problem persists:

1. Use the HP PC Hardware Diagnostics:
   • Restart your laptop and press F2 during boot to access diagnostics.
   • Run a test on the Bluetooth module.
2. Check Event Viewer:
   • Open Event Viewer (press Win + R, type eventvwr, and press Enter).
   • Look for critical errors under Windows Logs > System that correspond to the blue screen.

I hope this helps.

Take care and have a good day.

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!

Alden4

HP Support 

[Raj_05]

Hi @beskep,

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!

Alden4

HP Support 

[beskep]

Driver roollback did not work. Uninstalling and installing driver did not work.

HP hardware diagnostics showed no problem.

I checked event viewer, and I believe the error logs are as follows:

BTHUSB

원격 어댑터 (04:57:91:59:68:c2)이(가) 더 이상 연결된 장치가 아닙니다. 링크 키가 제거되었습니다.

BTHUSB

원격 어댑터 (b0:54:76:23:12:f6)이(가) 더 이상 연결된 장치가 아닙니다. 링크 키가 제거되었습니다.

User32

다음 이유로 인해 C:\Windows\System32\RuntimeBroker.exe (ENVY14) 프로세스에서 ENVY14\User 사용자를 대신하여 ENVY14 컴퓨터의 다시 시작을(를) 시작했습니다: 기타(계획되지 않음)
 이유 코드: 0x0
 종료 유형: 다시 시작
 설명: 

I do not want to revert the windows update, so I will use my laptop without bluetooth audio for a while.

(the original reply did not show in this page)

[Raj_05]

Hi @beskep,

Thank you for your response, 

I'm sending a private message to assist you with the next action.

Please check your Private message icon on the upper right corner of your HP Community profile Next, to your profile Name, you should see a little blue envelope, please click on it or simply click on this link.

I hope this helps! Keep me posted.

Alden4

HP Support 

[beskep]

recently updated windows (win11 24H2 KB5050009 and others) and updated driver via windows update menu.

and problem solved.

[ShanthiN]

Hi,

I am still facing this issue, same laptop and windows version

1) tried drive roll back
2) reinstalling the driver
3) checked for bios updates

dont want to revert windows

4) no issues found in hp pc hardware diagnostics

eventvwr logs

- Error 30-01-2025 22:37:27 Service Control Manager 7000 None
The l1vhlwf service failed to start due to the following error:
A hypervisor feature is not available to the user.

-Error 30-01-2025 22:37:26 BugCheck 1001 None
The computer has rebooted from a bugcheck. The bugcheck was: 0x0000003b (0x00000000c0000005, 0xfffff8054664bf2b, 0xffffcf8dcc90db20, 0x0000000000000000). A dump was saved in: C:\WINDOWS\Minidump\013025-18312-01.dmp. Report Id: 9ca79138-edf3-4206-b349-11350f3109ef.

-Critical 30-01-2025 22:37:11 Kernel-Power 41 (63)
The system has rebooted without cleanly shutting down first. This error could be caused if the system stopped responding, crashed, or lost power unexpectedly.

-Error 30-01-2025 22:37:11 volmgr 162 None
Dump file generation succeded.

-Error 30-01-2025 22:37:26 EventLog 6008 None
The previous system shutdown at 10:21:07 PM on ‎1/‎30/‎2025 was unexpected.

[s3462465]

Hi, have exactly the same problem on my x360 and have tried the above.  HP is there a fix or should we return the product as faulty?

[s3462465]

Fixed!

Forced Windows update check, which installed these driver updates and it now works:

AMD - System - 6.0.0.102

AMD - Media - 6.0.0.56