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    Information
    Know the Benefits of your HP account

    Connect with HP support faster, manage all your devices in one place, view warranty information and more– Click Here

    Information
    Fix Windows 10 Update Issues

    Resolve Windows 10 or update issues on HP computer or printer– Click Here

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HP Support Agent
HP Support Agent
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Message 11 of 21
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@bingbang

 

Sure, Stuart. 

 

I'll follow-up with you in a few days.

 

 

Asmita
I am an HP Employee

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Author
Level 3
40 35 1 2
Message 12 of 21
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Hi Asmita,

I have reset the laptop using the Windows Reset PC method. I will let you know how this goes in the next few days of use.

Thanks for your assistance so far!

Stuart

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HP Support Agent
HP Support Agent
14,452 14,454 1,423 1,657
Message 13 of 21
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@bingbang

 

Sure, Stuart. 

Asmita
I am an HP Employee

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Author
Level 3
40 35 1 2
Message 14 of 21
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Hi Asmita,

Now being frustrated, I performed the Windows PC reset method (took overnight to install completely), and did a restart, and this time it took just over 4 mins to boot up and be completely on the Windows screen, then blue screen came back up "VIDEO_DXGKRNL_FATAL_ERROR" again.

I don't know what else to do, as it is now out of warranty, but this was notified with HP before the warranty expired and the support team advised various methods, all never worked.

What can I do now?

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HP Support Agent
HP Support Agent
14,452 14,454 1,423 1,657
Message 15 of 21
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HP Recommended

@bingbang

 

I have brought your issue to the attention of an appropriate team within HP. They will likely request information from you in order to look up your case details or product serial number. Please look for a private message from an identified HP contact. Additionally, keep in mind not to publicly post personal information (serial numbers and case details).

 

Thank you for visiting the HP Support Community. 

Asmita
I am an HP Employee

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Author
Level 3
40 35 1 2
Message 16 of 21
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Thanks Asmita for your assistance. I sincerely hope they contact me and help resolve this issue. It is my daughter's laptop for her school work, but she has had issues with it, no end!

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Author
Level 3
40 35 1 2
Message 17 of 21
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Hi Asmita,

Do you know when this team will get back to me on this issue?

Thanks,

Stuart

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Message 18 of 21
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Hello Friend! I have the same problem that I just can’t solve!
Did the help desk help you?

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Author
Level 3
40 35 1 2
Message 19 of 21
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Yes, after various things to try, I have managed to resolve the 2 different blue screen issues.

The final straw was to create a backup of my documents onto an external drive and perform the Reset My Laptop routine completely. The fresh rest did the trick (touch-wood), and we have had no issues whatsoever.

Prior to the reset, they logged on remotely and performed various uninstalls such as the Intel graphics card drivers, the NVidia drivers, but none of those worked.

I suggest you contact HP Support and create a new case so they can advise you!

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Author
Level 3
40 35 1 2
Message 20 of 21
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Hi Alex,

Unfortunately, I got the blue screen whilst closing my laptop lid and re-opening. I think it may have something related to the power-saving / sleep mode.

Frustrated to say the least!!

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