Constant BSOD events and computer black screens

[SE-Bru]

I am constantly getting BSOD events. The laptop also freezes up frequently and I have to do a hard re-start. I will also occasionally get a "Boot Device Not Found" screen. 

I've tried reinstalling Windows 11, overwriting all on my laptop (not saving any of my files or apps) but this has not resolved anything. Have also run numerous HP diagnostics, but everything seems to check out OK.

Here are the BSODs I've gotten in the past couple months (November/December 2022):

KMODE_EXCEPTION_NOT_HANDLED

SYSTEM_SERVICE_EXCEPTION (win32kbase.sys)

UNEXPECTED_KERNEL_MODE_TRAP (cng.sys)

DRIVER_IRQL_NOT_LESS_OR_EQUAL (rtwlane6.sys)

IRQL_NOT_LESS_OR_EQUAL (ntoskrnl.exe)

PAGE_FAULT_IN_NON_PAGED_AREA

SYSTEM_SERVICE_EXCEPTION (win32kfull.sys)

BAD_POOL_CALLER

EXCEPTION_ON_INVALID_STACK

MEMORY_MANAGEMENT

I need help pinpointing and fixing the problem(s)! Thank you!

[Paul_Tikkanen]

Hi:

Sound like you have a faulty memory chip causing the trouble, but not bad enough to trigger the PC to generate a 24-character memory failure code.

Run the Windows memory diagnostic test, and if there is a bad memory chip you will get a report in yellow text within 10 seconds or so of running the test that there is a hardware problem and to contact the PC manufacturer.

That would be your que to replace the faulty memory chip.

If your notebook has more than one memory chip installed, you will need to test each one individually to figure out which one is the culprit.

See the link below for how to run the test if you are not familiar with it.

3 Ways To Run Memory Diagnostics Tool In Windows 10 (intowindows.com)

Below is the link to the service video where you can find the memory removal and replacement procedure:

Removing & Replacing Parts | HP Pavilion 15-eh0000 Laptop PC | HP Computer Service | @HPSupport - Yo...

[SE-Bru]

Thank you for the suggestion. However, I ran the Windows Memory Diagnostic Test and there were no errors. 

Hopefully, there are other things I can do to resolve my issues. Additional suggestions are much appreciated. 

[Paul_Tikkanen]

You're very welcome.

I'm surprised that the memory passed the test because any time my PC's got the Memory Management BSOD when I ran the test, it always reported a failure.

The DRIVER_IRQL_NOT_LESS_OR_EQUAL (rtwlane6.sys) is being caused by the Realtek Wi-Fi driver.

Unfortunately, I don't have any other suggestions for you to try other than to reinstall the original HP factory image that came with your notebook using the cloud recovery tool.

HP Consumer PCs - Using the HP Cloud Recovery Tool in Windows 11 and 10 | HP® Customer Support

Here are the latest Wi-Fi and Bluetooth drivers for the Realtek Wi-Fi adapters:

https://ftp.hp.com/pub/softpaq/sp142001-142500/sp142328.exe 

https://ftp.hp.com/pub/softpaq/sp142001-142500/sp142149.exe 

[SE-Bru]

What would be accomplished by reinstalling the original HP factory image? Is there a potential downside to doing this?

I think that Windows 10 was what was originally on my laptop when I bought it, then shortly after, I installed Windows 11.  Are you suggesting then that I go back to running Windows 10? 

Just trying to understand more so I can make an informed decision. 

Again, thank you for your help. I greatly appreciate it! 

[Paul_Tikkanen]

You're very welcome.

By resetting the notebook, you will have gone back to when you first got it, and if things work right, then you know it is a software/driver problem.  Run it on W10 for several days.

If things keep crashing, it is most likely a hardware problem, and I would have no idea what component(s) could be bad since the memory test passed.

If things work right, you can try upgrading back to W11 and see if the problem is gone or starts happening again.

You can upgrade back to W11 for free by clicking on the blue W11 Installation Assistant button at the link below (1st option).  No need to wait until Windows Update sends the W11 update to your notebook unless you want to.

Download Windows 11 (microsoft.com)

I recommend you install the latest Wi-Fi and Bluetooth drivers I gave you if you decide to factory reset the notebook with the bootable recovery media you make from the cloud recovery tool.

They are supported for W10 and W11.

[SE-Bru]

Thank you for the additional information, this is most helpful! I really appreciate the time you've take to help me. 

[Paul_Tikkanen]

Anytime.

I just hope that factory resetting the notebook resolves the problem for you.

[SE-Bru]

Hi again!

I did the reset to factory. It looks like it installed Windows 11 rather than Windows 10 (it didn't give me a choice).

Prior to the reset, I had run a HP storage diagnostic and got the following messages:

Testing Drive: 1 (1st Pass)

Hard Drive/SSD SMART Check : PASSED

SSD Wear Check : PASSED

Hard Drive/SSD Short DST Check : WARNING

Testing Drive: 1 (2nd Pass)

Hard Drive/SSD Optimized DST Check : PASSED

Hard Drive/SSD Long DST Check : WARNING

After resetting to factory, I re-ran the quick test and got the same results.

I did some searching for what this means, but still am not clear. Does this mean I have a hard drive problem that would indicate the need to replace the hard drive?

Thanks again for any assistance.

[Paul_Tikkanen]

Hi:

I guess that since your notebook is relatively new, HP updated the recovery images to W11.

Well, at least you have the official HP image with all of the drivers and software installed.

Yes, the warning messages mean the drive is on its way out and needs to be replaced.

The parts list for your notebook's product number shows many individual model numbers.

HP PartSurfer

I believe that model series only comes with M.2 NVMe SSD's.

I recommend that you replace the drive and use the recovery image again on the new one.

Here's the service teardown video...

Removing & Replacing Parts | HP Pavilion 15-eh0000 Laptop PC | HP Computer Service | @HPSupport - Yo...