HP Spectre x360 Ongoing BSOD issue with all systems clear

[TamP07]

I've tried multiple fixes including full system recovery, full Windows 10 install from an ISO and multiple other tests and diagnostics to no avail.

My 1.5 year old laptop bought from hp.com randomly blue-screens with no consistency as to when it occurs. It all started happening after I sent it in to HP support about a month or two after first getting the laptop. It always successfully restarts for the most part. Windows 10 Update to 1909 wouldn't push through and constantly was on a BSOD loop. I did a full reset. I reached out to Windows and HP Support to finally get it to push through but it seems like it didn't? It randomly tells me to update to 1909 still. Worked fine for the first day and it was back to BSOD on a regular (once or twice a day) basis.

Best Buy Geek Squad recommends waiting for the 2004 update to arrive on my computer stating that solved some of their issues. Not sure if this is a common issue or something to do with RAM?

Any help would be greatly appreciated!!

Truly frustrated HP lover,

TamP07

[IT_WinSec]

Hello @TamP07 

Welcome !

• Is this a computer in active warranty or carepack from HP ?

• Can you let know who did you send it to exactly (you mentioned HP Support)
• I understand that now the problem is BSOD, but why did you send it to HP initially? What was the problem before the BSOD ?
• Can you post your product number (p/n) -> here is how to find it -> https://support.hp.com/us-en/document/c03754824
• Can you click on Start, type winver and run the app. Based on the info it shows, let me know your Windows version and build that you use - e.g. 1903 , 1909, 2004, etc....

Looking forward to your reply. Thank you for choosing HP !

[TamP07]

1. Unfortunately not in active warranty by a few months. Not sure if I had any extra carepacks from purchasing from hp.com.

2. I sent it in originally 9/2018 a month after purchase with issues related to video connectivity/hardware issues for video via Facebook Messenger or Google Hangouts. They were able to repair the issue with the video connecting to Google Hangouts but still continue to have the error with Facebook Messenger. I just use other platforms and it is fine.

This is where I sent it per the email box label that came - 

HP Repair Center: 41652 BOSCELL ROAD
FREMONT, CA 94538

3. Product ID [Personal Information Removed]

4. Version 1909 (OS Build 18363.900)

Anything you can offer to help is greatly appreciated!!! Thank you!!

[IT_WinSec]

Thank you for your update.

Your problem, known as 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.

ROOT CAUSE -> 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 order to troubleshoot, I would need some specific information.

Collect dump files

After a BSOD occurs, Windows dumps the content of the RAM (memory) into a file(s) and stores them on the hard disk drive.

After reboot/restart , open the Computer / This PC / 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

Test your hardware for issues

1. Please, shutdown the computer using the power button

2. Power it on.

2.1 As soon as you press the power-on button, keep hitting the Esc button (like tap-tap-tap).

This should open a HP Startup Menu which may look similar to this one >> https://www.youtube.com/watch?v=GSN0qzXayUY

3. Choose F2 to open System Diagnostics. Follow the on-screen instructions to perform System Test >> Quick test or Fast test.

This will check major hardware components for issue (do it just in case) . Here is more info >> http://support.hp.com/us-en/document/c03467259#AbT1

If the tests pass without issues, continue. If not, please, let me know

• Back in Windows, test the Memory using Windows Memory Diagnostics -> here is how -> https://www.howtogeek.com/260813/how-to-test-your-computers-ram-for-problems/

Check your PC for viruses/malware

.... Download and run the free ESET Online Scanner (www.eset.com)

>> https://download.eset.com/com/eset/tools/online_scanner/latest/esetonlinescanner.exe

• Scan your PC for viruses, threats and unwanted/unsafe applications - remove them if anything found.
• Restart your Windows 10 computer

Update all your drivers using HP Support Assistant

Instructions

>> http://support.hp.com/us-en/document/c03467905

Last but not least - Try to repair Windows system files (if anything is currupted)

- ensure your PC is connected to the Internet

- go to Start, type CMD and run Command Prompt as Administrator

- in the CMD window, type

DISM /Online /Cleanup-Image /RestoreHealth

and hit [ENTER]

- wait for the process to complete

- while still in CMD, type

sfc.exe /scannow

and hit [ENTER]

- wait for the process to complete

- restart your computer

Let me know if any improvement.

Here is the HP official article which includes details >> http://support.hp.com/us-en/document/c04593971

Post back if you face difficulties.

[TamP07]

Hi there - I've been lucky/unlucky that I haven't received a BSOD while normally working to retrieve a dump file to send.

I did, however, go through the process of Testing for Hardware Issues. Hard Drive came back clear but Memory Test came back with this error: https://drive.google.com/file/d/1AdTuxhYjySJye6nrSvPaWHdFpw6IIUEX/view?usp=sharing

Could this be it?!

I went to perform the Memory Diagnostic Tool and then it BSOD'd. This is what the dump files retrieved. https://drive.google.com/file/d/1TDxZGfFf_Wxi8QIR8v7xNJyM72M9wjeI/view?usp=sharing

[IT_WinSec]

Hi @TamP07 

Thank you for your update and for following the instructions.

That last picture and information changes everything. So, the problem is not within Windows or versions. The root cause is a hardware failure - your memory (RAM chip) module has failed.

You need to open your computer, get the faulty module out (Slot 2) and buy a new one of the same type. Your new one must be identical / same type / as your existing one:

• DDR4
• 8 GB or 4 GB capacity
• 2400 Mhz
  

If you decide to do it on your own, you may refer to the notebook's manual for the steps how to replace the memory >> http://h10032.www1.hp.com/ctg/Manual/c05918213

You can buy the memory from a reputable local tech store you trust, you may order it online or check the HP Parts Store >> http://partsurfer.hp.com/

If you decide to purchase from HP online parts store, the part numbers are 862398-855 or 862397-855

Here is an article for the Part Surfer >> https://support.hp.com/nz-en/document/c00820047

Once you replace the memory chip, the issue should be resolved. Let me know how it goes

[TamP07]

Went to replace the Memory Slot 2 module as per the instructions and it is soldered to the motherboard. What other recommendations do you have since this is not a self-install?