HP EliteBook 840 G3 and Epson All-in-Ones

[Chazb0]

Good day all!

I have many HP EliteBook 840 G3's and a few users have epson all-in-ones printers, once we install the driver for the printers the system blue screens and I have to login Safe Mode and restore to previous day, at first I thought it maybe a printer issue and sked them to take back the Epson and get an HP Photojet because it was a new Epson WorkForce WF-2650 and still able to take back, but now 2 days ago another HP 840 G3 with a older Epson Stylus NX420 crashes her system and about an hour ago I had another complaint with Epson NX420 crashing system upon driver install. 

Is this a common issue with HP and Epson? All drivers and Bios are up to date on Laptops and drivers are from Epson Support most current one's since the laptops do not have drives, also I prefer lastest driver on devices.

Laptops are Windows 7 64bit (Drivers are also) 16gb Ram, 256ssd.

Help would be highly appricated..

Thank you

Chuck

[IT_WinSec · Accepted solution]

Hello,

Thank you for choosing HP and thank you for posting in the HP Support forum.

Blue Screen of Death (BSOD)  is kind of Windows self-protection feature. If you received a blue screen error, or stop code, the computer has shut down abruptly to protect itself from data loss.

A hardware device, its driver, or related software might have caused this error.What you describe could happen because of incompatible with Windows driver (most often) or because of hardware issue (rarely). In this cases, since it happens during or around the driver installaton time, i think it is the Epson driver - but needs to be verified.

In order to troubleshoot, I would need some specific information.

First - configuration

When you start your computer to Windows, go to Start ->  Control Panel -> System should be opened.

 Then follow the instructions here to Disable Automatic Reboot after Blue Screen Errors

Uncheck "Automatically restart" option and click OK.

Please, configure your WIndows to create kernel memory dump file as per these instructions here:

http://www.howtogeek.com/196672/windows-memory-dumps-what-exactly-are-they-for/

Please, simulate the problem. When BSOD screen appears your computer shall not reboot but the blue screen will remain on top.

Please, write here absolutely everything you will see on the screen. (of take a picture and upload it here or somewhere else). There can be some code which may help me help you. After that you will have to hard restart your computer.

Second - collect dump files

After reboot/restart , open the Computer (Windows Explorer) and go to C:\Windows\

Open Minidump folder

There should be some dump files inside the folder.

Mark them all, right click them all (when marked) -> choose Send to -> Compressed (zipped) folder

Windows will now create a zip archive

I will need this zip archive containing the dump files. They may help me providing technical information about why the issue happens. Once you have the files, upload them somewhere (e.g. OneDrive, Google Drive, Dropbox, etc...) and provide me with link to download.

I hope you have both the small minidumps + the bigger kernel one.

Looking forward to your reply. Let me know the results of the test. Post back if you face difficulties.

[Chazb0]

Thank you WinSec, I cwill work on this today and get back to you as soon as possible.

Cheers!

[Chazb0]

So I spent about an hour on the phone with Epson support and of course they blame the HP's, the laptops are covered by 3 year extended accidental warranties so I also called HP, they transfered me to the Elitebook business support which was a pleasure to work with them, we went over alot on the system and found the Epson software to be fault, for some reason they have the same drivers for XP 64/ w7 64/ 8.1 64/ and does not change until W10 64, it seems to be the Epson Task Manager is the cause, even if you just install a plain print driver and restart Windows installs the junk for the Epson and thats when it crashes, for now we will stay away from Epsons and our Account Executives will use Office Supply Budgets to get new HP OffficeJets and either donate the Epsons to a school near them or recycle them. 

I appricate the input and someday when I have time I will fool around with the issue on my personal time.

Thank you

Chuck