Blue Screen (BSoD) while doing Skype videochat

[dreinon]

Hello,

I'm a computer technician and, in less than two weeks, I've encountered with the same error in two different laptops which, even though they are both the same model, one was bougth a year ago and has an i5-8th gen CPU and the other one was bougth 1-2 weeks ago and has an i5-10th gen CPU.

The problem is that, in both laptops, while they were doing Skype videochat, it began to get warmer and warmer and to make this weird noise that can be heard in the video I attached down below, and then the Blue Screen came out with "Video Scheduler Internal Error" .

Video:

https://photos.app.goo.gl/ywk9NwzYmwxv7tvD8 

None of them have Nvidia graphics, only the Intel ones. Might it be due to an update error of its driver?

Thanks in advance.

[Echo_Lake]

@dreinon

Thank you for posting on the HP Support Community.

Don't worry as I'll be glad to help, however, to provide an accurate resolution, I need a few more details:

• Did this happen after a recent window or software update?
• Have you made any hardware/software changes?
• Did you make any changes on the settings of your PC prior to the issue?
• When was the last time it worked fine?

While you respond to that, let's try these steps:

Perform Windows Update and HP Support Assistant: (do not skip any troubleshooting steps if you feel steps are repeating) 

To check for updates now, select the Start button, and then go to Settings  > Update & security  > Windows Update, and select Check for updates.

Install updates from HP Support Assistant: Go to Download HP Support Assistant to install the tool.

1. To open HP Support Assistant, double-click the HP Support Assistant icon .
2. Click My devices in the top menu, and then click Updates in the My PC or My notebook pane.
3. Click Check for updates and messages to scan for new updates.
4. Review the list of updates. Updates with a yellow information icon are recommended. Updates with a blue information icon are optional.
5. Click the update name for a description, version number, and file size.
6. Select the box next to any updates you want to install, and then click Download and install.

And, also run BIOS Update: Follow steps from the link: https://support.hp.com/in-en/document/c00042629

Hope this helps! Keep me posted for further assistance.
Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

[dreinon]

Hello, both laptops are fully updated, including drivers and BIOS.

In response to your questions:

• Did this happen after a recent window or software update?
  • It didn't in the older one, in the new new one, I updated everything the first day the laptop was received by its owner, so about two weeks before.
• Have you made any hardware/software changes?
  • No hardware changes nor software ones, other than updating the intel graphics panel to the last version after it happend trying to fix the problem, but it still happens.
• Did you make any changes on the settings of your PC prior to the issue?
  • I didn't in either of them.
• When was the last time it worked fine?
  • My clients can't say. In the new one, it never did. In the older one, it happends during confination, so like, two months ago since we are from Spain. This makes me think it's due to a recent Windows Update, but I'm not sure.

I also uninstalled and reinstalled Skype in both laptops, but the problem is still there.

Thanks for the response.

[Echo_Lake]

@dreinon

I appreciate your efforts to try and resolve the issue. I would suggest performing system factory reset will put the computer back to the original factory settings in this way all corrupted and outdated software will be removed. 

While doing the recovery there is an option to backup your personal files. If you have not previously done one now is a good time. 

Restoring Files that were Backed Up Using HP Recovery Manager (Windows )You can also contact HP support for assistance. They can remotely access your system to help alleviate difficulties: www.hp.com/contacthp/

The HP Cloud Recovery Tool allows you to download recovery software to a USB drive. You can use the downloaded recovery image file in order to install the Windows operating system. 

• Click here: https://support.hp.com/in-en/document/c04758961#AbT3to perform System Recovery (Windows 10) 
• Click here: https://support.hp.com/in-en/document/c06162205 to Use the HP Cloud Recovery Tool (Windows 10)

Hope this helps! Keep me posted for further assistance.
Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.