Blue Screen of Death - PC Reset Not working

[KNWilcox]

My HP (purchased Nov 2022 @ Costco), has "blue screen of death" & says "Critical Process Died." I contacted Microsoft, they walked me thru steps to fix it (every advanced option on the blue screen of death), didn't worked. I called Costco tech support & tried to reinstall Windows 11, didn't work. I tried the reset PC & remove everything, didn't work. I'm not sure what to do next... I thought this was maybe and operating system issue, but now I feel like it is a hardware issue. Should I take the computer back to Costco?

[Paul_Tikkanen]

Hi:

Installing W11 on that model is a bit tricky because when you get to the screen that asks, 'Where do you want to install Windows,' you need to load the storage controller driver in order for Windows to find the hard drive.

I've zipped up and attached the storage controller drivers you need for your model notebook below.

Did you try the Cloud recovery tool to create a bootable USB recovery drive?

You may also be able to use the HP cloud recovery tool to create a bootable USB recovery drive that will reinstall W11, the drivers and the software that originally came with your notebook.

Here is an info link for how to use the utility.  You will need a 32 GB USB flash drive.

HP Consumer PCs - Using the HP Cloud Recovery Tool in Windows 11 and 10 | HP® Customer Support

If you have to use the tool on another PC to create the installation media, you will need to enter your PC's product number in the tool's search window to create the recovery media.

What I don't know is the correct product number for your notebook.

The product number you posted is for a range of specific notebooks models within the 15-eg2000 model series as you can see from the list at the link below.

HP PartSurfer

The only two models on the list that are sold in the United States are the:

HP PAVILION LAPTOP 15-EG2055CL  646Q8UA#ABA

HP PAVILION LAPTOP 15-EG2373CL  6W540UA#ABA

If reinstalling Windows or using the cloud recovery tool media doesn't fix the problem, I would not hesitate to return the PC to Costco.

[KNWilcox]

Thank you for the quick reply. Unfortunately, I can't seem to even get to the point where it says "Where do you want to Install Windows." My computer won't even let me do a complete reset. When I try, it goes straight to a screen that says "There was a problem resetting your PC." I downloaded the Windows recovery media and tried to do a BIOS Setup, but that didn't work either. I feel like I am at a loss and just need to take my computer back to Costco.  Thanks again for your help.

[Paul_Tikkanen]

You're very welcome.

Yes, I would box it up and take it back while you still can, because it seems like the problem is beyond the scope of anyone being able to fix it easily.