Memory Quick Check Failed - on HP EliteBook 820 G1

[brianst0rm]

My HP EliteBook 820 has just - suddenly and unexpectedly - failed to boot up.  On powering it up, the screen displays "HP PC Hardware Diagnostics UEFI", with the message "Memory Quick Check: Failed " and the failure ID code 64KR7T-AKVC9W-MFGH7F-000T03.

The notebook is some years old and no longer under any warranty or support scheme.  A quick search through the HP Tech Support site using the failure ID code indicates that it has identified a "critical hardware failure ".  But there is no further clue as to what the problem might be nor any guidance on how to solve it.

I wonder whether there might be a problem with the RAM?  The notebook has a single 8GB stick of RAM, which is easily accessible and thus replaceable.

But I don't want to start looking for, and swapping in, RAM without knowing whether or not that is the problem.

Is there any way I can check, test or diagnose the situation in more detail to identify for certain where the problem or failure is?

[Paul_Tikkanen]

The memory chip most likely has to be replaced.

Enter the required information at the link below and you will get a report of the code and the most likely way to fix the problem:

HP Customer Support - Service Center

A recommended 8 GB DDR3L-1600 memory chip replacement:

Timetec 8GB DDR3L / DDR3 1600MHz (DDR3L-1600) PC3L-12800 / PC3-12800(PC3L-12800S) Non-ECC Unbuffered...

You may want to consider maxing out the memory and buying two of them.

Below is the link to the service manual:

c04657844.pdf

[brianst0rm]

Thanks Paul.  I had got as far as entering the fault code and product info on that HP Customer Support page before posting my call for help. 

The Customer Support response/explanation was only "HP {{formatDiagnosticName}} has identified a critical failure in your system that requires repair."  That's all.  No further details or advice, only links to a Virtual Assistant (useless) and an invitation to Create a Case (irrelevant and unhelpful, as the computer is not under warranty or a care package agreement). 

That is why I turned instead to the community forums for advice.

I have however since diagnosed and fixed the problem.  It turned out to be nothing to do with RAM.

In brief, the notebook has two SSD drives (one is in the mSATA slot), and a single 8GB stick of RAM.  It has Win10 and Linux Mint installed, one system on each drive, in dual boot configuration.

So I booted the machine up into a live session of Linux Mint from a USB stick.  The computer started and functioned normally.  This allowed me to check the disks and do a memtest on the RAM.

The RAM was fine.  But I could not "see" both SSD drives.  it turned out that the SSD on which Win10 was installed had simply moved slightly (possibly when the notebook was being used on a journey) and was thus disconnected.  This had presumably led to the HP diagnostic check and memory-check failure code. 

I simply re-inserted the SSD hard drive so that it was fully and properly connected.  The computer booted up and now works normally again.

So thanks for the response:  the problem, and the solution, were purely physical matters.  No electronic, memory  or technical failure had occurred.

[Paul_Tikkanen]

You're very welcome.