Envy crashes every day

[Con21]

Hi,

My Envy (bought only this year) drives me crazy.  It crashes at least once a day, with a BSOD.  Different messages each time, including Critical Process Died, System Service Exception, Unexpected Store Exception, WHEA Uncorrectable Error, Kernel Date Inpage Error.  Others too.  I have tried numerous fixes but nothing seems to work.  I don't use games, this is just every day office usage.  I am wondering if it is caused by Bitdefender antivirus program?  I am loathe to remove my antivirus and I have had no issues with Bitdefender in other devices. 

Thanks.

[ub6424]

Hello @Con21 

Sorry to hear that you are having problems ... I would like to help you.

(1) Test your hardware Using the HP PC Hardware Diagnostics (UEFI)

--->>> Perform <all> tests

https://support.hp.com/us-en/document/ish_2854458-2733239-16

See section <Running HP PC Hardware Diagnostics UEFI tests when Windows doesn't start>

See how it works:

https://www.youtube.com/watch?v=14GKIpGPNRM

(2) Please report your results ( error messages, take pictures )

[Con21]

Thank you @Ub6424,

I went through all the tests in UEFI as described, the HP passed all the tests.  Then I realised there was a message saying my current version of diagnostics was not up to date (it was v8.2.0.0) so I went to the techcenter/PCDiags site to download the latest version.  I downloaded it, but when I went to go back into it via turn on/esc/f2 it just came up with the same old version.  I tried twice, still no change.  Any suggestions?  Thanks

[ub6424]

Hello @Con21 

Perform tests again:

Focus on <drive>: Run Short and Long DST (drive self test) !

( A little later we will analyze the update problem )

Kind regards

[Con21]

Hi,

Ok I have run the tests again including long DST, everything PASSED.

Anything else I could try?

Thanks

[ub6424]

Hello @Con21 

Sorry to hear that you are having problems ... I would like to help you.

I want the check your current system configuration.

(1) Run    msinfo32

- Select <System Summary>:

--->>> copy/paste to following key/value pairs:

OS Name

Version

System Model

System SKU ( equals HP product number (p/n) )

BIOS Version/Date

(2) Start windows <device manager>

- Expand <Display adapters>

- Expand <Network adapters>

- Expand <Sound, video and game controllers>

--->>> Send screenshot

(3) Please report your results

[Con21]

Hi @Ub6424,

Here are the details, thanks for helping.

OS Name - Microsoft Windows 11 Home

Version - 10.0.22000 Build 22000

System Model - HP Envy x360 Convertible 15-ee1xxx

System SKU ( equals HP product number (p/n) ) - 4Z201PA#ABG

BIOS Version/Date - Insyde F.05, 15/10/2021

[ub6424]

Hello @Con21 

Please follow instructions ...

(1) Download and install BIOS Update

HP Notebook System BIOS Update (AMD Processors)

F.06 Rev.A

14.6 MB

Mar 10, 2022

Download

Why should you install the update ?

https://support.hp.com/us-en/document/ish_4123786-2338478-16

Quote: "

Updating the BIOS is recommended as standard maintenance of the computer. It can also help resolve the following issues:

• An available BIOS update resolves a specific issue or improves computer performance.
• The current BIOS does not support a hardware component or a Windows upgrade.
• HP Support recommends installing a specific BIOS update.

"

(2) Reboot

(3) Let BIOS be installed until it's completely done !

(4) Download and Install/Update

Realtek High-Definition (HD) Audio Driver

6.0.9313.1 Rev.A

85.3 MB

Mar 15, 2022

Download

AMD High-Definition Graphics Driver

30.0.13044.0 Rev.A

687.1 MB

Mar 14, 2022

Download

(5) Reboot and test

(6) Please report your results

[Con21]

Hi Ub6424,

I did those yesterday, all seemed fine.  But just started up my laptop today and it went straight to blue screen (Critical Process Died), so seems like things haven't changed.  Can you suggest anything further?

Thanks.

[Con21]

...and BSOD during use a few minutes later, with stop code 0xc000021a