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09-16-2020 05:07 AM
HP Notebook - 15-bs031wm
Operating system: Windows 10 Home 64-bit
Microprocessor: Intel(R) Core(TM) i3-7100U CPU @ 2.40GHz
System memory: 16 GB
System board: 832A 23.78
System BIOS: F.65
I installed a new, supposedly compatible BIOS (F.65) and began getting random blue screen errors upon startup and also during use. The errors are very diverse. The computer still operates normally after restart.
Troubleshooting steps taken:
-Reset the operating system (retained user files) <- told to do so by HP tech support
-Reinstalled the F.65 BIOS
-Ran every diagnostic at boot that HP provided (all passed).
-Ran a full virus scan (nothing found)
Errors seen upon boot:
- The operating system can't be loaded because the kernel is missing or contains errors.
Error code: 0xc0000221
- The operating system can't be loaded because a critical system driver is missing or contains errors.
- HP BIOS update. The system BIOS is being recovered. <--It then went on to recover the BIOS and start normally.
Errors seen during use:
- Stop code: IRQL NOT LESS OR EQUAL <-- I got this one twice
Stop code: SYSTEM SERVICE EXCEPTION
Stop code: KERNAL SECURITY CHECK FAILURE
Stop code: REFERENCE BY POINTER
I can't revert to the previous version of the BIOS using HP diagnostic tools because I installed the current version twice; the previous version is the current version. I also don't know what the previous version was to download it and install it manually. This was admittedly dumb on my part.
Why I updated the BIOS in the first place: It was suggested by the HP Virtual Assistant while I was troubleshooting something else (since solved, but not by the BIOS update). I saw that the F.65 BIOS was available for my model, so I installed it.
I did try chatting with a real agent but didn't get far due to issues on their end. I'm assuming that the F.65 BIOS isn't fully compatible with my notebook (despite HP claiming it is) and that I need to revert to the older BIOS, but I wanted to get other opinions.
09-18-2020 03:55 PM
Thank you for posting on HP Support Community.
Don't worry as I'll be glad to help, I have a few troubleshooting steps we could try to fix the issue:
I appreciate your efforts to try and resolve the issue. I would suggest performing system factory reset will put the computer back to the original factory settings in this way all corrupted and outdated software will be removed.
While doing the recovery there is an option to back up your personal files. If you have not previously done one now is a good time.
Restoring Files that were Backed Up Using HP Recovery Manager (Windows)You can also contact HP support for assistance. They can remotely access your system to help alleviate difficulties: www.hp.com/contacthp/
The HP Cloud Recovery Tool allows you to download recovery software to a USB drive. You can use the downloaded recovery image file in order to install the Windows operating system.
- Click here: https://support.hp.com/in-en/document/c04758961#AbT3to perform System Recovery (Windows 10)
- Click here: https://support.hp.com/in-en/document/c06162205 to Use the HP Cloud Recovery Tool (Windows 10)
Hope this helps! Keep me posted for further assistance.
Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.
I am an HP Employee
09-24-2020 10:03 AM - edited 09-24-2020 10:04 AM
I did the factory reset. Unfortunately, it did not revert to the old BIOS; I'm still running F.65. The laptop was stable for a few days, but today I got this error upon waking it from sleep mode:
Stop code: CRITICAL PROCESS DIED
I feel reverting to the old BIOS is the next logical troubleshooting step. However, I don't know what version that was.
- Can you tell me what the previous BIOS version was?
- Can you tell me if it's possible to revert to an earlier version?
- If so, can you tell me where to download it?
09-25-2020 04:39 PM
Thank you for posting back.
Since you have already tried most of the troubleshooting steps to resolve this issue,
I would request you to contact our Support and our Support Engineers should be able to sort this out. HP Support can be reached by clicking on the following link: www.hp.com/contacthp/
Please feel free to contact us here anytime you need any further assistance. Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.
I am an HP Employee