Elite X2 G4 - BSODs after firmware update. - HP Support Community

MarcinM · ‎05-29-2020

I have updated my Elite X2 G4 notebook firmware this morning and since then I was not able to boot to the existing OS.

Affected version: 01.05.03 Rev.A.

Updated from: 01.04.02 Rev.A

Before that, I never had any BSOD on that machine.

Can any from support validate with techs if the firmware is all correct?

For update I used Support Assistant.
The update process went smooth as usual.
Then after all it tried to boot up to system - ended with BSOD MEMORY_MANAGEMENT. Next boot ended with system freeze - it booted to the desktop and suddenly whole input stopped working (seen that previously when hdd was failing years in ago).

Another several boots - freeze or other BSOD, ex. IRQ_NOT_LESS_OR_EQUAL..

I tried to update once more through BIOS menu - didn't help.

I reset all settings in BIOS to default - didn't help.

I tried system recovery - crashed during and made system unusable.
I reset all security settings to default (with disabling TPM and etc.). - didn't help.

I tried installation of fresh system from USB obtained from HP (by downloader) - it went smooth through first part of installation then BSOD-ed during second part (after files are copied) but finally installed. Booted to naked system but BSODed after some time. Found that disabling all settings under Sure Runs help.. but will need to work more.
Performing additional tests.

Anyone has similar issues recently? HP can you check with techs?
(If you ask I lost all data, but all was in cloud and I work with this only as a tablet for web browsing and conf calls)

MarcinM · ‎05-29-2020

Clarification - options that seems to help are under:
Security -> Sure Run -> Multiple options there - had to disable all.

Of course I will perform extensive hardware tests from Diagnostic Utility, will keep you updated - but I would blame the FW :).

MarcinM · ‎05-29-2020

Updated diagnostic tests showed memory error. Created support request by the QR code.

Thanks all for the interest - waiting for contact from HP serviceman.

Weird that it started after firmware update.. but who knows 🙂

MarcinM · ‎05-29-2020

And after exporting the logs from the memory test run I'm not convinced with that memory fault.. all errors are just 1 bit reverts.. that can be also a case of the firmware issue. And those errors are equally distributed over whole memory..

@HP, can someone look into the firmware?

2020-05-30 04:34:11 [L]> Found 1-Bit Revert Error on AP, retesting with BSP:
2020-05-30 04:34:11 [L]> 1Bit Revert: Memory.PhysicalAddress = 0x0615A638
2020-05-30 04:34:11 [L]> 1Bit Revert: Memory.TestCase = 0x03000011
2020-05-30 04:34:12 [L]> 1Bit Revert: Memory.Actual = 0x000000000000000044A052EA1A31715C
2020-05-30 04:34:12 [L]> 1Bit Revert: Memory.Expected = 0x000000000000000044A052E21A31715C
2020-05-30 04:34:12 [L]> 1Bit Revert: Memory.ProcIndex = 0x1
2020-05-30 04:34:43 [L]> MemDiagVerify1BitMemoryFailureOnBsp: Completed - Result 1 - after 5 retest iterations.

...
2020-05-30 04:50:05 [L]> Found 1-Bit Revert Error on AP, retesting with BSP:
2020-05-30 04:50:05 [L]> 1Bit Revert: Memory.PhysicalAddress = 0x138EDBD78
2020-05-30 04:50:05 [L]> 1Bit Revert: Memory.TestCase = 0x03000011
2020-05-30 04:50:05 [L]> 1Bit Revert: Memory.Actual = 0x00000000000000006EACB9CD964E3D5E
2020-05-30 04:50:05 [L]> 1Bit Revert: Memory.Expected = 0x00000000000000006EACB9DD964E3D5E
2020-05-30 04:50:06 [L]> 1Bit Revert: Memory.ProcIndex = 0x6
2020-05-30 04:50:37 [L]> MemDiagVerify1BitMemoryFailureOnBsp: Completed - Result 1 - after 5 retest iterations.

In total 32 errors about that same 1Bit Revert. No other errors - scanned 12000mbs.

Btw. My support request was closed because.. it went to USA (I select my region - Poland). The only way for me is to call the support in working hours. So.. waiting till Monday.

MarcinM · ‎05-29-2020

Is there a way to forcefully rollback BIOS version?

I cannot do that by traditional way because this version is locked by HP.

TryToDoMybest · ‎06-06-2020

Hello

I have an Elite X2 g4, I will try to update to latest bIOS and see if I get BSOD.

which OS version are you using ?

Bye

TryToDoMybest · ‎06-06-2020

Hello

I updated to BIOS 01.05.03 Rev.A.

I'll leav the computer ON duurign the week-end running Rosetta Project from boinc.bakerlab.org

I'll let you knwo if I see BSOD.

bye

MarcinM · ‎06-07-2020

Hello,

Well my sku: 7KN93EA, and OS was Windows 10 pro (64bit).

Currently it is in HP service with status waiting for parts - I believe the whole motherboard is going to be replaced.

Maybe my unit was faulty, or something went wrong during the update.. don't know and will never know. The thing I know is that it worked without any issues till the update.. every boot up ended with BSOD or system freeze in Windows and diagnostics started to show random memory errors (btw. every scan was returning different memory ranges for flipped bits..) 😉

Thanks,

M.

TryToDoMybest · ‎06-08-2020

Hello

my unit is working fine since I updated the BIOS , I left it on overnight.

No issue

bye

MarcinM · ‎07-20-2020

Great, my notebook with warranty level:
10 Business Days Turn-Around
is still at the service center - it has been under repair since 3rd of June.

HP Support is not even able to give me the deadline of the repair being finished. They respond only with information that my unit was forwarded to higher support specialist without estimate of fixing it.
Great job HP, it will be my last hardware from HP.
(I was happy owner of EliteBook 8540p, Z640, Elite X3 phone and few more devices)

So for the record, be warned that HP warranty is meaningless.

13/07/2020

Customer informed by email

13/07/2020

Unit under stress test at Service Center

03/07/2020