Random blue screen crashing

[Alex174]

The laptop randomly crashes to blue screen and I'm not sure what's causing it! Sometimes it happens when I'm on google, sometimes it happens when I'm on a game or even just on spotify. And it doesn't always happen either, sometimes the laptop runs fine for hours and sometimes it crashes after minutes! Please help. 

[IT_WinSec]

Hello @Alex174!

Thank you for posting in HP support forum! Welcome onboard.

I am sorry about the issue you experience. I will be glad to help you solve your computer related issues.

Have you performed some update or change recently which you can connect to the issues you experience now ??

Your problem is known as Blue Screen of Death (BSOD). BSOD is kind of Windows self-protection feature. If you received a blue screen error, or stop code, the computer has shut down abruptly to protect itself from data loss.

A hardware device, its driver, or related software might have caused this error.What you describe could happen because of incompatible with Windows driver (most often) or because of hardware issue (rarely).

In order to troubleshoot and find the reason , I would need some specific information.

First - configuration

When you start your computer to Windows, go to Start ->  Control Panel -> System should be opened.

Then follow the instructions here to Disable Automatic Reboot after Blue Screen Errors

Uncheck "Automatically restart" option and click OK.

Please, configure your WIndows to create kernel memory dump file as per these instructions here:

http://www.howtogeek.com/196672/windows-memory-dumps-what-exactly-are-they-for/

When BSOD screen appears your computer shall not reboot but the blue screen will remain on top.

Please, write here absolutely everything you will see on the screen. (of take a picture and upload it here or somewhere else). There can be some code which may help me help you. After that you will have to hard restart your computer.

Second - collect dump files

After reboot/restart , open the Computer (Windows Explorer) and go to C:\Windows\

Open Minidump folder

There should be some dump files inside the folder.

Mark them all, right click them all (when marked) -> choose Send to -> Compressed (zipped) folder

Windows will now create a zip archive

**** I will need this zip archive containing the dump files. They may help me providing technical information about why the issue happens. Once you have the files, upload them somewhere (e.g. MS OneDrive, Google Drive, Dropbox, etc...) and provide me with link to download

Third - test your hardware for issues

1. Please, shutdown the computer using the power button

2. Power it on.

2.1 As soon as you press the power-on button, immediately start hitting the Esc button (like tap-tap-tap).

This should open a HP Startup Menu

3. Choose F2 to open System Diagnostics. Follow the on-screen instructions to perform System Test >> Quick test.

This will check major hardware componets for issue (do it just in case) . Here is more info >> https://www.youtube.com/watch?v=6JXUp43ahHA

If the tests pass without issues, continue. If not, please, let me know

Four - check your PC for viruses/malware

You can use the free HitmanPro or ESET Online scanner

>> http://www.surfright.nl/en/hitmanpro

>> https://www.eset.com/us/online-scanner/

Download and run them both. Choose to remove any malware found. Do take detailed notice of everything found (location, threat name, file detection) and provide me with summary.

Last but not least - Update all your drivers using HP Support Assistant

Instructions

>> http://support.hp.com/us-en/document/c03467905

Here is the HP official article which includes details about your BSOD issue >> http://support.hp.com/us-en/document/c04593971

Looking forward to your reply. Let me know the results of the test. Post back if you face difficulties.

[Alex174]

Hello! 

And first off thank you for helping, this issue has been driving me mad! 

So far I've disabled the automatic restart settings and I've set up the kernal memory dump settings, but before I can gather the information or go any further with those steps I need to experience another BSOD right? Well they seem pretty random so I can't really tell when the next will be! It could be in a few minutes or it could be next week! So I'll just use my laptop a lot today and report back to you as soon as it happens. 

for now I'm going to test for hardware problems! 

Thanks again,

Alex