Can someone help resolve this APPCRASH SysInfoCap.exe

[DonT54]

I bought my wife an  HP ENVY - 17m-ce0013dx Laptop and I notice that every time we need to restart I noticed in the Reliability Monitor we get this error APPCRASH Application Name:  SysInfoCap.exe. This only happens after we  restart  the laptop. This does not happen when coming out of sleep or hibernation or any other time while using the computer. I know this is a system file by HP to help you capture your system information. Every thing on the computer is fully up to date including Bios and Chipset and drivers and no updates pending to install. I have done all I can do. The computer is running perfectly. Does anyone have any fixes or should I just ignore it. The error flag will disappear from the reliability monitor after I use Ccleaner. I am including all info about the error.

Thank you

Don

Description
Faulting Application Path:    C:\Windows\System32\DriverStore\FileRepository\hpcustomcapcomp.inf_amd64_5fdc7f3d2be56941\x64\SysInfoCap.exe

Problem signature
Problem Event Name:    APPCRASH
Application Name:    SysInfoCap.exe
Application Version:    1.14.1246.0
Application Timestamp:    5d2e5d4d
Fault Module Name:    Windows.Web.dll
Fault Module Version:    10.0.18362.1
Fault Module Timestamp:    881915d1
Exception Code:    c0000005
Exception Offset:    000000000000c9ca
OS Version:    10.0.18362.2.0.0.768.101
Locale ID:    1033
Additional Information 1:    ffb0
Additional Information 2:    ffb09c283cabbf278dd73d90daff9f0e
Additional Information 3:    3f6b
Additional Information 4:    3f6b3b4528e13641c1cf6e7128da2c22

Extra information about the problem
Bucket ID:    943f81c07f3fbaabf3a541dc72ef4e3a (1415610072954785338)

-----------------------------------------------------------------------------------------------------

Log Name:      Application
Source:        Windows Error Reporting
Date:          9/10/2019 1:23:12 PM
Event ID:      1001
Task Category: None
Level:         Information
Keywords:      Classic
User:          N/A
Computer:      LAPTOP-
Description:
Fault bucket 1415610072954785338, type 4
Event Name: APPCRASH
Response: Not available
Cab Id: 0

Problem signature:
P1: SysInfoCap.exe
P2: 1.14.1246.0
P3: 5d2e5d4d
P4: Windows.Web.dll
P5: 10.0.18362.1
P6: 881915d1
P7: c0000005
P8: 000000000000c9ca
P9:
P10:

Attached files:
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WERC27E.tmp.mdmp
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WERC2DC.tmp.WERInternalMetadata.xml
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WERC2ED.tmp.xml
\\?\C:\Windows\Temp\WERC31D.tmp.appcompat.txt
\\?\C:\ProgramData\Microsoft\Windows\WER\ReportQueue\AppCrash_SysInfoCap.exe_2a97cf355efb65d18a2ae7b674b6ed741cf1b_86b651bd_cab_258062fe-132d-4f49-b116-9f5be4209786\memory.hdmp
WERGenerationLog.txt

These files may be available here:
\\?\C:\ProgramData\Microsoft\Windows\WER\ReportArchive\AppCrash_SysInfoCap.exe_2a97cf355efb65d18a2ae7b674b6ed741cf1b_86b651bd_258062fe-132d-4f49-b116-9f5be4209786

Analysis symbol:
Rechecking for solution: 0
Report Id: 104ba247-537f-4446-bceb-918f5e2ae2ca
Report Status: 268566624
Hashed bucket: 943f81c07f3fbaabf3a541dc72ef4e3a
Cab Guid: 0
Event Xml:

  <System>
    <Provider Name="Windows Error Reporting" />
    <EventID Qualifiers="0">1001</EventID>
    <Level>4</Level>
    <Task>0</Task>
    <Keywords>0x80000000000000</Keywords>
   
    <EventRecordID>5283</EventRecordID>
    <Channel>Application</Channel>
    <Computer>LAPTOP- </Computer>
    <Security />
  </System>
  <EventData>
    <Data>1415610072954785338</Data>
    <Data>4</Data>
    <Data>APPCRASH</Data>
    <Data>Not available</Data>
    <Data>0</Data>
    <Data>SysInfoCap.exe</Data>
    <Data>1.14.1246.0</Data>
    <Data>5d2e5d4d</Data>
    <Data>Windows.Web.dll</Data>
    <Data>10.0.18362.1</Data>
    <Data>881915d1</Data>
    <Data>c0000005</Data>
    <Data>000000000000c9ca</Data>
    <Data>
    </Data>
    <Data>
    </Data>
    <Data>
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WERC27E.tmp.mdmp
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WERC2DC.tmp.WERInternalMetadata.xml
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WERC2ED.tmp.xml
\\?\C:\Windows\Temp\WERC31D.tmp.appcompat.txt
\\?\C:\ProgramData\Microsoft\Windows\WER\ReportQueue\AppCrash_SysInfoCap.exe_2a97cf355efb65d18a2ae7b674b6ed741cf1b_86b651bd_cab_258062fe-132d-4f49-b116-9f5be4209786\memory.hdmp
WERGenerationLog.txt</Data>
    \\?\C:\ProgramData\Microsoft\Windows\WER\ReportArchive\AppCrash_SysInfoCap.exe_2a97cf355efb65d18a2ae7b674b6ed741cf1b_86b651bd_258062fe-132d-4f49-b116-9f5be4209786
    <Data>
    </Data>
    <Data>0</Data>
    <Data>104ba247-537f-4446-bceb-918f5e2ae2ca</Data>
    <Data>268566624</Data>
    <Data>943f81c07f3fbaabf3a541dc72ef4e3a</Data>
    <Data>0</Data>
  </EventData>
</Event>

--------------------------------------------------------------------------------------------------------------

Version=1
EventType=APPCRASH
EventTime=132126097650854556
ReportType=2
Consent=1
UploadTime=132126097923004873
ReportStatus=268566624
ReportIdentifier=258062fe-132d-4f49-b116-9f5be4209786
IntegratorReportIdentifier=104ba247-537f-4446-bceb-918f5e2ae2ca
Wow64Host=34404
NsAppName=SysInfoCap.exe
OriginalFilename=SysInfoCap.exe
AppSessionGuid=0000092c-0000-0037-2125-2a0dfb67d501
TargetAppId=W:0006945668143b984ab8accc19826a95d7f700000904!000058e7adbf08c3d877ad33e37f4320c11ecd635cc1!SysInfoCap.exe
TargetAppVer=2019//07//16:23:27:09!6f68a!SysInfoCap.exe
BootId=4294967295
HeapdumpAttached=1
ServiceSplit=2132537761
TargetAsId=49
IsFatal=1
EtwNonCollectReason=4
Response.BucketId=943f81c07f3fbaabf3a541dc72ef4e3a
Response.BucketTable=4
Response.LegacyBucketId=1415610072954785338
Response.type=4
Sig[0].Name=Application Name
Sig[0].Value=SysInfoCap.exe
Sig[1].Name=Application Version
Sig[1].Value=1.14.1246.0
Sig[2].Name=Application Timestamp
Sig[2].Value=5d2e5d4d
Sig[3].Name=Fault Module Name
Sig[3].Value=Windows.Web.dll
Sig[4].Name=Fault Module Version
Sig[4].Value=10.0.18362.1
Sig[5].Name=Fault Module Timestamp
Sig[5].Value=881915d1
Sig[6].Name=Exception Code
Sig[6].Value=c0000005
Sig[7].Name=Exception Offset
Sig[7].Value=000000000000c9ca
DynamicSig[1].Name=OS Version
DynamicSig[1].Value=10.0.18362.2.0.0.768.101
DynamicSig[2].Name=Locale ID
DynamicSig[2].Value=1033
DynamicSig[22].Name=Additional Information 1
DynamicSig[22].Value=ffb0
DynamicSig[23].Name=Additional Information 2
DynamicSig[23].Value=ffb09c283cabbf278dd73d90daff9f0e
DynamicSig[24].Name=Additional Information 3
DynamicSig[24].Value=3f6b
DynamicSig[25].Name=Additional Information 4
DynamicSig[25].Value=3f6b3b4528e13641c1cf6e7128da2c22
UI[2]=C:\windows\System32\DriverStore\FileRepository\hpcustomcapcomp.inf_amd64_5fdc7f3d2be56941\x64\SysInfoCap.exe
UI[5]=Check online for a solution (recommended)
UI[6]=Check for a solution later (recommended)
UI[7]=Close
UI[8]=SysInfoCap stopped working and was closed
UI[9]=A problem caused the application to stop working correctly. Windows will notify you if a solution is available.
UI[10]=&Close
LoadedModule[0]=C:\windows\System32\DriverStore\FileRepository\hpcustomcapcomp.inf_amd64_5fdc7f3d2be56941\x64\SysInfoCap.exe
LoadedModule[1]=C:\windows\SYSTEM32\ntdll.dll
LoadedModule[2]=C:\windows\System32\KERNEL32.DLL
LoadedModule[3]=C:\windows\System32\KERNELBASE.dll
LoadedModule[4]=C:\windows\System32\OLEAUT32.dll
LoadedModule[5]=C:\windows\System32\msvcp_win.dll
LoadedModule[6]=C:\windows\System32\ucrtbase.dll
LoadedModule[7]=C:\windows\System32\combase.dll
LoadedModule[8]=C:\windows\System32\RPCRT4.dll
LoadedModule[9]=C:\windows\System32\bcryptPrimitives.dll
LoadedModule[10]=C:\windows\System32\sechost.dll
LoadedModule[11]=C:\windows\System32\kernel.appcore.dll
LoadedModule[12]=C:\windows\System32\msvcrt.dll
LoadedModule[13]=C:\windows\System32\SHLWAPI.dll
LoadedModule[14]=C:\windows\System32\DriverStore\FileRepository\hpcustomcapcomp.inf_amd64_5fdc7f3d2be56941\x64\VCRUNTIME140.dll
LoadedModule[15]=C:\windows\System32\GDI32.dll
LoadedModule[16]=C:\windows\System32\win32u.dll
LoadedModule[17]=C:\windows\System32\gdi32full.dll
LoadedModule[18]=C:\windows\System32\DriverStore\FileRepository\hpcustomcapcomp.inf_amd64_5fdc7f3d2be56941\x64\MSVCP140.dll
LoadedModule[19]=C:\windows\System32\USER32.dll
LoadedModule[20]=C:\windows\System32\shcore.dll
LoadedModule[21]=C:\windows\System32\DriverStore\FileRepository\hpcustomcapcomp.inf_amd64_5fdc7f3d2be56941\x64\Logging.dll
LoadedModule[22]=C:\windows\System32\advapi32.dll
LoadedModule[23]=C:\windows\System32\WINTRUST.dll
LoadedModule[24]=C:\windows\System32\MSASN1.dll
LoadedModule[25]=C:\windows\System32\CRYPT32.dll
LoadedModule[26]=C:\windows\SYSTEM32\USERENV.dll
LoadedModule[27]=C:\windows\System32\profapi.dll
LoadedModule[28]=C:\windows\SYSTEM32\ntmarta.dll
LoadedModule[29]=C:\windows\SYSTEM32\WTSAPI32.dll
LoadedModule[30]=C:\windows\System32\CRYPTSP.dll
LoadedModule[31]=C:\windows\system32\rsaenh.dll
LoadedModule[32]=C:\windows\System32\bcrypt.dll
LoadedModule[33]=C:\windows\SYSTEM32\CRYPTBASE.dll
LoadedModule[34]=C:\windows\SYSTEM32\gpapi.dll
LoadedModule[35]=C:\windows\System32\imagehlp.dll
LoadedModule[36]=C:\Windows\System32\cryptnet.dll
LoadedModule[37]=C:\windows\System32\DriverStore\FileRepository\hpcustomcapcomp.inf_amd64_5fdc7f3d2be56941\x64\WMIService.dll
LoadedModule[38]=C:\windows\System32\clbcatq.dll
LoadedModule[39]=C:\windows\system32\wbem\wbemprox.dll
LoadedModule[40]=C:\windows\System32\WS2_32.dll
LoadedModule[41]=C:\windows\SYSTEM32\wbemcomn.dll
LoadedModule[42]=C:\windows\system32\wbem\wbemsvc.dll
LoadedModule[43]=C:\windows\system32\wbem\fastprox.dll
LoadedModule[44]=C:\windows\SYSTEM32\amsi.dll
LoadedModule[45]=C:\windows\SYSTEM32\DSPARSE.dll
LoadedModule[46]=C:\windows\System32\DriverStore\FileRepository\hpcustomcapcomp.inf_amd64_5fdc7f3d2be56941\x64\SystemPropertiesService.dll
LoadedModule[47]=C:\windows\System32\ole32.dll
LoadedModule[48]=C:\windows\System32\DriverStore\FileRepository\hpcustomcapcomp.inf_amd64_5fdc7f3d2be56941\x64\AppServiceProxySDK.dll
LoadedModule[49]=C:\windows\System32\DriverStore\FileRepository\hpcustomcapcomp.inf_amd64_5fdc7f3d2be56941\x64\RpcClient.Native.dll
LoadedModule[50]=C:\windows\SYSTEM32\DPAPI.dll
LoadedModule[51]=C:\Windows\System32\Windows.Web.dll
LoadedModule[52]=C:\Windows\System32\iertutil.dll
LoadedModule[53]=C:\Windows\System32\AppXDeploymentClient.dll
LoadedModule[54]=C:\Windows\System32\StateRepository.Core.dll
LoadedModule[55]=C:\Windows\System32\Windows.ApplicationModel.dll
LoadedModule[56]=C:\Windows\System32\twinapi.appcore.dll
LoadedModule[57]=C:\Windows\System32\RMCLIENT.dll
LoadedModule[58]=C:\windows\SYSTEM32\SspiCli.dll
LoadedModule[59]=C:\windows\SYSTEM32\WINSTA.dll
LoadedModule[60]=C:\Windows\System32\WinTypes.dll
LoadedModule[61]=C:\windows\SYSTEM32\IPHLPAPI.DLL
LoadedModule[62]=C:\windows\SYSTEM32\WINNSI.DLL
LoadedModule[63]=C:\windows\System32\NSI.dll
LoadedModule[64]=C:\Windows\System32\msxml6.dll
State[0].Key=Transport.DoneStage1
State[0].Value=1
OsInfo[0].Key=vermaj
OsInfo[0].Value=10
OsInfo[1].Key=vermin
OsInfo[1].Value=0
OsInfo[2].Key=verbld
OsInfo[2].Value=18362
OsInfo[3].Key=ubr
OsInfo[3].Value=356
OsInfo[4].Key=versp
OsInfo[4].Value=0
OsInfo[5].Key=arch
OsInfo[5].Value=9
OsInfo[6].Key=lcid
OsInfo[6].Value=1033
OsInfo[7].Key=geoid
OsInfo[7].Value=244
OsInfo[8].Key=sku
OsInfo[8].Value=101
OsInfo[9].Key=domain
OsInfo[9].Value=0
OsInfo[10].Key=prodsuite
OsInfo[10].Value=768
OsInfo[11].Key=ntprodtype
OsInfo[11].Value=1
OsInfo[12].Key=platid
OsInfo[12].Value=10
OsInfo[13].Key=sr
OsInfo[13].Value=0
OsInfo[14].Key=tmsi
OsInfo[14].Value=5593
OsInfo[15].Key=osinsty
OsInfo[15].Value=1
OsInfo[16].Key=iever
OsInfo[16].Value=11.356.18362.0-11.0.145
OsInfo[17].Key=portos
OsInfo[17].Value=0
OsInfo[18].Key=ram
OsInfo[18].Value=12109
OsInfo[19].Key=svolsz
OsInfo[19].Value=476
OsInfo[20].Key=wimbt
OsInfo[20].Value=0
OsInfo[21].Key=blddt
OsInfo[21].Value=190318
OsInfo[22].Key=bldtm
OsInfo[22].Value=1202
OsInfo[23].Key=bldbrch
OsInfo[23].Value=19h1_release
OsInfo[24].Key=bldchk
OsInfo[24].Value=0
OsInfo[25].Key=wpvermaj
OsInfo[25].Value=0
OsInfo[26].Key=wpvermin
OsInfo[26].Value=0
OsInfo[27].Key=wpbuildmaj
OsInfo[27].Value=0
OsInfo[28].Key=wpbuildmin
OsInfo[28].Value=0
OsInfo[29].Key=osver
OsInfo[29].Value=10.0.18362.356.amd64fre.19h1_release.190318-1202
OsInfo[30].Key=buildflightid
OsInfo[31].Key=edition
OsInfo[31].Value=Core
OsInfo[32].Key=ring
OsInfo[32].Value=Retail
OsInfo[33].Key=expid
OsInfo[34].Key=containerid
OsInfo[35].Key=containertype
OsInfo[36].Key=edu
OsInfo[36].Value=0
FriendlyEventName=Stopped working
ConsentKey=APPCRASH
AppName=SysInfoCap
AppPath=C:\windows\System32\DriverStore\FileRepository\hpcustomcapcomp.inf_amd64_5fdc7f3d2be56941\x64\SysInfoCap.exe
NsPartner=windows
NsGroup=windows8
ApplicationIdentity=72EE4F6106B8DA9AD853B84D11549B30
MetadataHash=1664587094

[Steve489]

Same problem for me on a HP ProBook 450 G6. 

[DonT54]

Thank you for your reply Steve. I was beginning to think I was the only one that had that problem and it is driving me crazy to resolve it. I could very well be wrong but my suspicions is that it may have come from this critical update 

Intel Chipset Installation Utility and Driver (Windows 10 v1903)

10.1.17969.8134 Rev.C

sp96378.exe

My computer is running great but you and I and possibly others should not be getting this error. HP needs to look into this error and deploy an update to resolve this.

Please let me know if you come up with a solution.

Thank you,

Don

[Steve489]

My new HP Probook has been doing this for the past 4 weeks running 1809.

You can disable that service in Autoruns but then HP Support Assist won't work - I'm inclined to remove that anyway and just review HP's drivers site every few month s to see whats's new.

[DonT54]

I am running 1903 on my wife's Envy laptop. I tried disabling that service and you are correct the Support Assistant  will not work. I tried setting that service to manual and still got the error on restarting her computer so I just set it back to auto. It would seem HP would find a solution to stop the error if they do not want people uninstalling that program. I do have her laptop listed on my Omen's Desktop  Support Assistant as well along with the Omen so I guess I will not miss any critical updates for her laptop if I decided to uninstall Help and Support. I am not seeing that error on the Omen at all.

[DonT54]

Hello Steve,

I have tried uninstalling and reinstalling that POS  Support Assistant and still no help. I even started getting SolutionsFinder.exe errors as well. I ran SFC and all three DISM's and no integrity errors found. It seems HP is unwilling to comment on this problem and to fix this crap so I took the initiative and uninstalled HP Support Assistant and now after restarting all is well and no errors. I can do the very same thing through Win10 and HP's own website itself that Support Assistant can do. I will check my product myself for any critical updates and not rely on Support Assistant. Win10 has the very same troubleshooting tools as Help and Support and I will rely on MS updates. I have already received HP updates through Win10 updater. HP can keep their Support Assistant along with the errors it causes on a week old Envy laptop.  Let us know if a fix ever comes out.

Thank you

[DonT54]

Duplicate reply

[DonT54 · Accepted solution]

I have resolved this error by uninstalling HPSA, restarting computer then reinstalling the  HPSA by going to Windows (C) then clicking on swssetup then clicking on sp95226 to open it up. Here you will see the install file  InstallHPSA. Click on that to reinstall HPSA. I have restarted my wife's laptop several times now and the error no longer appears.

[Steve489]

I logged a support  ticket with HP who agree there is a bug and said they would investigate and fix it.

I downloaded sp95226.exe from  https://www8.hp.com/uk/en/campaigns/hpsupportassistant/hpsupport.html

I used 7 Zip to open inside the .exe file. This shows two folders containing versions 8 and 9 of HPSA in folders HPSA8x & HPSA9x. There is a version of setp.exe for each version in the relevant folder. 

HP say "During setup, selected new HP PC models running Windows 10 will receive version 9. All other PC models will receive version 8". I'm guessing my PC being new was using v9 since HPSA installs as an app. It might be worth trying v8. 

HP also advised to use the more comprehensive Softpaq Tool to scan your PC and find drivers if you only use HPSA to find drivers - see https://ftp.hp.com/pub/caps-softpaq/HP_SDM_Setup.exe