Customer Service

[JimReid45]

Black screen with the only option is to reboot the system.  Loss of all ongoing efforts.  Happens randomly.  Updated BIOS and Graphics driver to no avail.  Checked both C and D drives and both are clean.  Sample of the black screens:

9/8/26
Stop code: SYSTEM SERVICE EXCEPTION (0×38)
What failed:Ntfs.sys

9/9/26
Stop code: SYSTEM SERVICE EXCEPTION (0×38)

9/9/26
Stop code: SYSTEM SERVICE EXCEPTION (0×38)
What failed:igdkmdn64.sys

9/11/26
Stop code: IRQL NOT LESS OR EQUAL (0×A)
What failed: rtoskml.exe

Call Main Customer Service and Demand a Case Manager:  Do not let them start a basic troubleshooting script. Immediately state: "My laptop is under warranty, I have an open case history where front-line agents hung up on me, and I need to speak to a Supervisor or Case Manager regarding a wrongful warranty denial." Supervisors have the authority to override the "modified configuration" flag.

9/11/26 4:00 pm Updated Bios to Rev 14.A May 2026

9/11/26 7:52 pm
Stop code: SYSTEM THREAD EXCEPTUION NOT HANDLED (0×7E)
What failed: vpcvivsp.sys

9/13/26 9:58 am
Stop code: SYSTEM SERVICE EXCEPTION (0×38)
What failed: Ntfs.sys

Updated Graphic driver per Clauda

MS software update?

9/14/26 8:36 am
Stop code: PAGE FAULT IN NONPAGED AREA (0×50)
What failed:rtwlane623.sys

9/14/26 11:00 am
Stop code: CRITICAL PROCESS DIED (0×EF)

[JimReid45]

Additionally, after contacting Amazon (where I purchased the Laptop), Amazon contacted HP and asked for a replacement.  HP responded by requesting more testing and test results, even though their people had all the information in the case number.  I told Amazon that it was just another delaying process on HP's side and that I was on a chat with their Customer Service for over 1 hour yesterday, waited 1/2 hour for a response, and finally hung up.  Typical Customer Service from HP? What a joke.

[Hawks_Eye]

Hi @JimReid45 

Welcome to the HP Support Community! We're here to help you get back up and running.

I understand the concern. Based on the information provided, the system is experiencing multiple Blue Screen errors involving different Windows components and drivers (Ntfs.sys, igdkmdn64.sys, rtwlane623.sys, vpcvivsp.sys), even after BIOS and graphics driver updates. This points to a broader system stability issue rather than a single application problem.

Please try the following troubleshooting steps:

Run HP PC Hardware Diagnostics (UEFI)

• Power off the notebook.
• Turn it on and repeatedly tap Esc, then press F2.
• Run:
  • System Extensive Test
  • Memory Test
  • Hard Drive/SSD Extensive Test
• Note any Failure ID that may appear.

Update all HP drivers from the HP support page for the exact notebook model

• Ensure the following drivers are updated:
  • Intel Chipset
  • Intel Graphics
  • Wireless LAN (Realtek/Intel as applicable)
  • Bluetooth
  • Serial IO and System Interface drivers

Check Windows system files

• Open Command Prompt as Administrator.
• Run: sfc /scannow
• After completion, 
  run: DISM /Online /Cleanup-Image /RestoreHealth
• Restart the system.

Review Windows Updates

• Install all available Windows quality and optional driver updates.
• Restart after updates are completed.

Perform a Clean Boot

• Disable non-Microsoft startup applications and services temporarily.
• Monitor whether the blue screens continue during normal usage.

Check Storage Health

• Even if the drives appear clean, run the Long Drive Test from HP Diagnostics.
• Frequent Ntfs.sys errors can be associated with storage, file system, or memory-related issues.

Test Memory Thoroughly

• Because the stop codes vary significantly, memory instability should be ruled out.
• Run the Extended Memory Test in HP Diagnostics and allow it to complete fully.

If the issue persists

• Capture any new blue screen information, including:
  • Complete product model number
  • Failure IDs from HP Diagnostics
  • Whether the issue occurs on battery, AC power, or both
  • Any recent hardware changes

The combination of SYSTEM_SERVICE_EXCEPTION, PAGE_FAULT_IN_NONPAGED_AREA, IRQL_NOT_LESS_OR_EQUAL, and CRITICAL_PROCESS_DIED errors across multiple drivers suggests focusing first on hardware diagnostics, memory testing, chipset-related drivers, and storage validation. The diagnostic results will help identify the next appropriate troubleshooting direction.

Take care, and have an amazing day!

Regards, 

Hawks_Eye

[JimReid45]

Dear Hawks_Eye,

I have been that route with HP in their chat mode and with them on the phone.  The memory test return a error 1202 and HP said that was a hardware error and not a software error.  My problem is they will not seem to honor the warranty and replace the computer or repair it.  Thanks for your response.

Jim

[Hawks_Eye]

Hi @JimReid45 

Thank you for the update, and I understand your concern regarding the repeated system crashes and the warranty experience you've described.

I can see that you've already worked through several troubleshooting steps with HP Support, including BIOS updates and diagnostics, and you've mentioned that the HP Memory Test returned Error 1202, which HP identified as a hardware-related issue.

To help review the situation further and determine the available support options, could you please send us a private message with the following details?

• Case number(s) associated with your previous HP Support interactions
• Product model number
• Serial number
• Any service order or repair reference numbers, if available

Once we have those details, we can take a closer look at the case history and assist further based on the information available.

To access your private messages, simply click the private message icon on the upper right corner of your HP Support Community profile, next to your profile name. 

Regards,
Hawks_Eye
 

Note: Do not share any of your personal information in public, such as serial number, phone number, email ID, etc.

[JimReid45]

Just so you know I am getting help from HP.  I ended up writing to a Sr. VP at HP about the issues, and he assigned someone to my case, and they immediately sent me a box to ship the computer back.  They now have it and are repairing or replacing it as we speak.  Tentative return date 10/13/26.  I have a case number and a repair number so I think I'm covered.  Time will tell how well it is repaired or replace.