Blue Screen of Death occasionally MEMORY_MANAGEMENT

[Crystalika]

I apologize if my tags and sections are incorrect, I don't know what to select because its so confusing.

This Friday, I got this laptop refurbished (HP 15.6 Laptop 15-e20000) from my dad the following specs are taken from System Information:

OS Name: Microsoft Windows 11 Home

Processor: AMD Ryzen 5 5000U with Radeon Graphics, 21000 Mhz, 6 Core(s), 12 Logical Processor(s)

BIOS Version/Date: AMI F.32, 10/3/2023

BIOS Mode: UEFI

Installed Physical Memory: 16.0 GB
And it's Integrated Graphics.

Day 1 Friday, I ran several benchmarking software and got a pretty iffy score for several stuff but nonetheless, it was fine. Within 2 hours of usage, while listening to rock music, it blue screened. I didn't look at the error code because just as quick as the blue screen happened, it went to black and restarted. Then a day later, I went into Settings, and reinstalled Windows 11. And then ran a few games to see how well it can handle it and it does pretty decent, but sometimes, one of my apps would crash and boot back up, and my YouTube tab would display an error message and I have to refresh the page (I use Opera), then it blue screened again, I couldn't see the code since I was eating and with my dyslexia, I wouldn't be able to anyways. But then today, it crashed once more while downloading something and I happen to train myself to snap a picture quickly, and the code was "MEMORY_MANGEMENT". I then checked Event Viewer and this is what was present at the time of the crash: 

Level: Critical

Date and Time: 12/10/2023 2:01:41 PM

Source: Kernel-Power

Event ID: 41

Task Category (63)

I have no idea what to do because I want to move away from my 7 year-old DELL laptop and start streaming, do art and work on video editing and projects but if its going to crash all the time, I can't use this for anything serious. My dad won't be able to get his money back if he tries to give it back, so I have no idea what I'm supposed to do. I will provide any additional information needed, I only gave what I hope was enough + a timeline of events. What do I do?

[Paul_Tikkanen]

Hi:

More than likely one of the memory chips has gone bad and needs to be replaced.

Run the Windows memory diagnostic test and if the memory needs to be replaced, you will get a failure notice within 15 seconds or so of running the report telling you to contact the PC manufacturer. 

If you get such a message, you can exit out of the test.  No need to run it further.

Your notebook probably has 2 x 8 GB of memory, so you will have to run the test with one of the memory chips removed one at a time to determine which one is no good.

Run Windows Memory Diagnostics Tool in Windows 10 | Tutorials (tenforums.com)

If the memory fails the test, you can replace the memory with one of these chips.

Crucial 8GB DDR4-3200 SODIMM | CT8G4SFRA32A | Crucial.com

As far as how to get to the memory...the product number you posted for your 15-e2000 notebook shows several different model series, so I don't know what service manual you need to help you replace the memory.

HP PartSurfer

Enter your notebook's serial number in the box at the link below and it should provide a specific product number or model number for your notebook.

HP PartSurfer

Let me know what model notebook you have and I will post the link to the service manual for it.

[Crystalika]

What do I do with the PartSurfer? I don't know what to do there, there is a lot of things after I put my serial in it.

Also, I did run the memory test and it said I had a hardware issue, and upon booting into my PC, it said "Your computer has a memory problem. Memory problems can cause your computer to lose information to stop working. To identify and repair the problem, contact the computer manufacturer."

That's not good... Well, at least we found out why it was refurbished with its warranty expired a month later...

[Paul_Tikkanen]

OK, so you will have to replace the memory.

See if you can get the info I need this way...

Open the Windows system information app.

Post the information that shows up next to the System SKU line.

Should be a product number followed by a #ABA.

[Crystalika]

System SKU: 4J7771UA#ABA

And yeah, my brother offered to buy a new memory card(?) to send to a repair shop to get it fixed. 

I'm assuming the manual would show what parts are needed, too?

[Paul_Tikkanen · Accepted solution]

Your notebook's model name and product specs are at the link below:

HP Laptop 15-ef2126wm Product Specifications | HP® Customer Support

I already gave you the replacement memory part you need.

Since there are two memory chips, you will have to determine which one needs to be replaced.

You do that by removing one of the chips and running the memory test.

If you get the failure report, you found the bad one.

It is unlikely that both of them are bad.

Here is the link to the service manual:

Maintenance and Service Guide HP 15 Laptop PC

Or you can take it in to a PC repair shop, tell them the memory failed the Windows memory diagnostic test and assume one of the memory chips needs to be replaced.

[Crystalika]

Alright, will do! Thanks for the help!

[Paul_Tikkanen]

You're very welcome.