BSOD while using skype

[jyparask]

Hi,

I have a 17-ab250sa laptop and i am getting BSOD in certain scenarios. The issue happens randomly during skype video calls. I have tried both the preinstalled version of skype and i have also tried uninstalling this and installing the one that is offered as a download from Microsoft. In both cases i am getting the same issue. I have also formatted the laptop and reinstalled everything and made sure i have all Windows updates installed but the issue persists. During the last incident i let the OS to collect information so i do have the minidump file, where it seems to indicate that there is a faulty hardware corrupted page.

You may find the latest two minidumps here.

Searching the web i have found that this is possibly a faulty ram module or it is not properly connected. In either case i need to open the chasis of the laptop in order to access it either to reinstall it or replace it. I would really love to get detailed instructions on how to access it cause it seems there are some unseen screws that i need to unscrew.

Another suggestion i found was possible updating drivers or doing a BIOS update. Could you please comment on that and even give instructions and which version should i install?

One last thing regarding the waranty. We bought this laptop in June 2017, but HP Support Assistantindicates that the warranty expired on June 6th 2017 (the day we bought it i think) and on HP website the warranty checker indicates that the product was sold without warranty. Isn't there a 2 year warranty on electronic products by default in EU?

Thank you in advance,

Giannis Paraskevopoulos

[A4Apollo]

Hey there! @jyparask, 

What is the blue screen error you get on the PC?

Try updating the BIOS and chipset drivers on the PC to the latest version.

Update the BIOS using this link. Click Here

Also, update the chipset drivers using this link. Click Here

To resolve this issue, try uninstalling any unnecessary apps or pieces of software you installed recently, using these steps:

Open Settings.
Click on System.
Click on Apps & features.
Select the app and click the Uninstall button.
Follow the on-screen directions to complete the uninstall process.

Disconnect non-essential hardware

Re-downloading upgrade files

It's possible that you're getting a blue screen because of damaged setup files, in which case you'll need to re-download the installation files

To use the Disk Cleanup tool, do the following:

Open Start.
Search for Disk Cleanup and click the result.
Select drive "Windows (C:)" and click OK.
Click the Clean up system files button.
Select drive "Windows (C:)" and click OK.
Check the Temporary Windows installation files option.
Click OK to delete the files.

Refer the laptop user guide to know more information about memory replacement. Click Here

Note: Refer page 45 for more information.

Lastly, try running a system diagnostics test on the PC and check if the hardware components on the PC are functioning correctly.

Refer this article to know more information about running system diagnostics on your PC. Click Here

Let me know if this works!

Have a great day ahead! 🙂

Please click “Accept as 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!

[jyparask]

Hi,

Thanks for the reply. Let me give you an update of what i have done so far.

First of all i have managed to remove and reinstall the RAM modules. It was kind of tricky to open the case, but finally got my way to it with a hammer (kidding obviously).  The modules initially seemed to be ok installed but i did that check anyway, since i have had a similar issue in the past. The problem was not solved and i am still getting randomly BSODs.

With the links you provided i have updated the BIOS and the Chipset drivers (i noticed in the chipset installation before applying it that the date was of 2015 but i am not sure if that refered to the year of the driver update or the license, are you sure the link you provided is the latest driver?).

Just before applying these two updates i ran to a BSOD witht  adifferent error than the one i was accustomed and this time i was not using Skype. So my guts say that though the BSOD can be triggered by Skype, Skype is not the source of it. In order to answer one of your questions, i cannot remember the BSOD error code i was getting initially but this time i got SYSTEM_SERVICE_EXCEPTION. I was definetely getting different error code before.

I tried running 'chkdsk' but no actions were needed. Then i tried 'DISM /online /cleanup-image /restorehealth' but it said that it could not find the source files.... so it could not complete. I tried running 'sfc /scannow' and this did notify me that it found some corrupt files that it could not fix.

I think that finding corruptg files is a step forward cause we can possibly fix them. I just do not know how to proceed from here. So if you could possibly help???

Thanks again in advance,

Giannis

[A4Apollo]

Hi! @jyparask,

Thanks for the update.

As the issue still persists after trying out the steps.

Try performing a system reset on the PC and check if it helps.

Refer this article to know more information about performing a system reset. Click Here

I'll watch your reply!

Take Care! 🙂

Please click “Accept as 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!