HP PC Hardware Diagnostics UEFI – v10.7.0.0 freeze

[JeanVal]

good evening

I own an HP OMEN - 17-cb1099nf running Windows 11 , as a result of intermittent blue screen troubleshooting I run HP uefi diagnostics, this didn’t reveal and issue so far , I was suggested to upgrade to the latest version of  this set of  diagnostics , namely HP PC Hardware Diagnostics UEFI – v10.7.0.0 unfortunately this version once installed will not load completely , it starts loading/spinning up to 80% and then will freeze without any error message, no way to reach the top diag menu.

 
Any idea on how to fix this issue or eventually how to  downgrade to a previous  version that will load correctly on my PC

[Nal_NR]

Hi @JeanVal,

Welcome to the HP Support Community. 

I'd be glad to help you! 

It must be really frustrating to deal with repeated blue screens, only to have diagnostic tools freeze partway through loading—especially when you're trying to troubleshoot effectively. Let’s explore some options to get the diagnostics working for you.

• Have you tried running the diagnostics in a different boot mode (such as legacy or secure boot) to see if it makes a difference?
• Did the blue screens begin after any specific Windows update or hardware change?
• Have you experienced issues with any other diagnostic or repair tools on the system?
• Have you made any changes to your OS? if yes this could be an compatibility issue.

In the meantime let's try these steps. 

Clear the Diagnostics Cache:

• Sometimes, residual data can cause loading issues with diagnostics software.
• Restart the system, go into the BIOS settings by pressing F10 or Esc during startup, and clear any diagnostic log files or cache, if this option is available.

Re-download and Reinstall Diagnostics:

• Corruption during download or installation can sometimes cause freezing issues.
• Uninstall the current version, then download HP PC Hardware Diagnostics UEFI version 10.7.0.0 again from HP’s official support page, and reinstall it. Ensure the installation completes successfully before restarting.

Try an Older Version:

• If the newer diagnostics version still freezes, download an older version, such as v10.6.0.0 or another compatible release from HP’s website.
• Install this version and test if it loads without freezing. This will allow you to run the diagnostics while HP investigates any potential issues with the latest version.

Run HP Diagnostics from a USB Drive:

• HP allows you to create a bootable diagnostics USB. You can download the diagnostic files from HP and use HP PC Hardware Diagnostics Windows to create the bootable USB.
• Restart the laptop, boot from the USB, and see if this alternative setup allows the diagnostics to run fully.

Check for Firmware Updates:

• Make sure both your BIOS and firmware are up-to-date since this can sometimes affect the compatibility of diagnostic tools.
• Go to HP’s support page, look up your model, and install any BIOS or firmware updates that may resolve underlying system issues affecting diagnostics.

If these steps don’t resolve the issue, I recommend you contact phone support for more options. 

Keep me posted for further assistance

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

[JeanVal]

 Hi Elohi, 

thanks very much for your support , please find below my comments. 

Overall I didn’t manage to discover any hardware issue or any corruption of the Windows 11 running on my PC so far  , i lately upgraded the video driver of my NVIDIA GeForce RTX 2070 and I will see if this makes any difference  to the overall stability of the PC 

I still cannot load HP PC Hardware Diagnostics UEFI version 10.7.0.0 correctly at bios level and I will appreciate to understand where to download version v10.6.0.0 on HP web site. 
Regards

>>> Have you tried running the diagnostics in a different boot mode (such as legacy or secure boot) to see if it makes a difference?

I ran 3 sets of diagnostic tests directly from Windows 11  within the application HP PC Diagnostics Windows version 2.6.3.0 , "Fast System Test" , "extenstive System Test" , Device Checks" all  tests passed sucessfully .

The one I have an issue with is the HP PC hardware Diagnostic UEFI version 10.7.0.0 which, on my PC  cannot be run from Windows 11 but is run directly from the BIOS menu , I have installed it on an USB Flash drive and in a second stage directly on the UEFI partition , the diagnostic loading will freeze at 80% or sometime 90% whether I run it from the USB flash disk or directly from the UEFI partition.

>>> Did the blue screens begin after any specific Windows update or hardware change?

No hardware change, I cannot confirm that apparition of the blue screen started with a specific MS update

>>>  Have you experienced issues with any other diagnostic or repair tools on the system?

Beside HP's diagnostics which I ran successfully , I used memtest86 tool to test extensively my 2 set of 16gb  DDR4 memories , one by one and all together, all tests passed sucessfully.

I installed as well UserDiag as way to stress test the CPU and GPU , 3 minutes stress test was succesfull . I physically cleaned up the PC fans to ensure proper air cooling of the CPU as the temperature of the cpu chip was quite important.

Beside hardware tests of the various PC components  I checked integrity of windows 11 OS by running at dos prompt the following commands :

DISM.exe /Online /Cleanup-image /RestoreHealth

sfc /scannow

both commands didn't reveal any integrity issue

>>> Have you made any changes to your OS? if yes this could be an compatibility issue.

immediately after apparition of blue screen issue  I upgraded the bios to the latest version available F.44 Rev.A  but that didn’t make any difference . I upgraded the driver of the NVIDIA GeForce RTX 2070 to the latest version yesterday and will monitor the PC 

>>> In the meantime let's try these steps. 

 >>> Clear the Diagnostics Cache:

Sometimes, residual data can cause loading issues with diagnostics software.

>>> Restart the system, go into the BIOS settings by pressing F10 or Esc during startup, and clear any diagnostic log files or cache, if this option is available.

From what I can see this option is not available in my BIOS

>>> Re-download and Reinstall Diagnostics:

>>> .Corruption during download or installation can sometimes cause freezing issues.

>>> Uninstall the current version, then download HP PC Hardware Diagnostics UEFI version 10.7.0.0 >>> again from HP’s official support page, and reinstall it. Ensure the installation completes

>>> successfully before restarting.

I am not too sure how to deinstall it as it doesn't show up in the installed application at windows 11  or under a specific name ?

I  reinstalled the HP PC Hardware Diagnostics UEFI version 10.7.0.0 both on an USB flash drive  and run them from the UEFI partition and the USB flash drive, same freezing issue while loading the diag.

>>> Try an Older Version:

>>> If the newer diagnostics version still freezes, download an older version, such as v10.6.0.0 or another compatible release from HP’s website.

>>> Install this version and test if it loads without freezing. This will allow you to run the diagnostics >>> while HP investigates any potential issues with the latest version.

Where can I find version v10.6.0.0 on HP web site ?

>>> Run HP Diagnostics from a USB Drive:

>>> HP allows you to create a bootable diagnostics USB. You can download the diagnostic files

>>> from HP and use HP PC Hardware Diagnostics Windowsto create the bootable USB.

>>> Restart the laptop, boot from the USB, and see if this alternative setup allows the diagnostics to run fully.

I will double check to understand how to do it

>>> Check for Firmware Updates:

>>> Make sure both your BIOS and firmware are up-to-date since this can sometimes affect the

>>> compatibility of diagnostic tools.

>>> Go to HP’s support page, look up your model, and install any BIOS or firmware updates that >>> may resolve underlying system issues affecting diagnostics.

Already done I upgraded the bios to the latest version available F.44 Rev.A but still got some blue screen after the bios upgrade

[Nal_NR · Accepted solution]

Hi @JeanVal ,

We apologize for the inconvenience. The issue seems to persist even after attempting the troubleshooting steps mentioned above.

This might require one-on-one interaction via remote assistance to fix the issue. 

I've sent you a private message with further instructions. In order to access your private messages, click the private message icon on the upper right corner of your HP Support Community profile, next to your profile Name or simply click on this link.

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution button, that'll help us and others see that we've got the answers!

[Khushi-12]

 my laptop show this how can i overcome with that whenever i try to power on it show this again and again when i press ESC key then it shows some boot options