Frequent Blue screen

[Ola55]

About 10 days ago, my laptop started frequently saying with blue screen: 'The system has encountered a problem, it is gathering data. It will restart soon'

Please is this unique to me or there are other laptops experiencing the same thing?

[VikramTheGreat]

Hi @Ola55,

Welcome to the HP Support Community.
 

Thank you for posting your query. I will be glad to help you.

We understand how disruptive and concerning it can be when your HP laptop frequently displays a blue screen with the message: "The system has encountered a problem, it is gathering data. It will restart soon." You're not alone. This is not unique to your device. Other HP users have reported similar issues recently, and we’re here to help you resolve them.

Troubleshooting Steps

We recommend following the steps in this HP support article:
👉 HP PCs - Error messages are displayed on a blue screen (Windows) | HP® Support

Here’s a summary of what you can do:

1. Update Drivers and BIOS

Use HP Support Assistant to automatically detect and install the latest updates:

• Open HP Support Assistant from your Start menu
• Click Updates and install all recommended updates

If you don’t have it, download it here:
👉 HP Support Assistant | HP® Support

2. Run HP Hardware Diagnostics

To rule out hardware issues:

• Turn off your laptop
• Press Esc repeatedly, then F2 to enter diagnostics
• Run System Tests (especially memory and hard drive)

3. Check for Windows Updates

• Go to Settings > Windows Update
• Install all available updates

4. Disable Automatic Restart (Optional)

To view the full error code:

• Press Win + R, type sysdm.cpl, and press Enter
• Go to Advanced > Startup and Recovery > Settings
• Uncheck Automatically restart

This will allow you to see the STOP code on the blue screen, which can help identify the root cause.

I hope this helps.

Take care and have an amazing day!
 

Did we resolve the issue? If yes, please consider marking this post as "Accepted Solution" and click "Yes" to give us a helpful vote - your feedback keeps us going!

Regards,

VikramTheGreat

[Ola55]

Hi VikramTheGreat,

Thank you for the guidance you provided in your response to my complaint. I did all you recommended. I updated BIOS and  drivers. I updated Windows 11 to 25H2. I ran HP Hardware diagnostics, and there was no issue identified. I ran Memory Diagnostic Tests, there was no issue too.

In addition to the “Blue face of death” in my original complaint, the laptop freezes frequently

At various times that the laptop shows the “Blue face of death”, it showed different error codes at each time. Some of the stop codes I was able to capture because I disable auto-restart are below:

1. Stop code: KMODE_EXCEPTION_NOT_HANDLED

2. Stop code: IRQL_NOT_LESS_OR_EQUAL

What failed: ntoskml.exe

3. Stop code: PAGE_FAULT_IN_NONPAGED_AREA

4. Stop code: SYSTEM_THREAD_EXCEPTION_NOT_HANDLED

5. Stop code: UNEXPECTED_KERNEL_MODE_TRAP(0x7F)

6. Stop code: SYSTEM_THREAD_EXCEPTION_NOT_HANDLED(0X7E)

What failed: msgpioclx.sys

7. Stop code: SYSTEM SERVICE EXCEPTION

The above seven stop codes did not show at the same time whenever it says “the system encounter problems and it is collecting data. It will restart”. Each of the stop codes showed at different times whenever the laptop has the this problem.

I look forward to your further assistance.

Thanks.

Ola55

[VikramTheGreat]

Hi @Ola55,

Thank you for getting back and letting me know that you still have trouble.

To get you further assistance, we need to take this conversation to a private chat. We're inviting you to a private message to protect your privacy and ensure that any sensitive information remains confidential. 

To access your private message, just click the little blue envelope icon on the upper right corner of your HP Community profile, next to your profile name.  

We're looking forward to helping you resolve this issue! 

Stay tuned, and thanks for your patience! 

VikramTheGreat

HP Support