-
×InformationNeed Windows 11 help?Check documents on compatibility, FAQs, upgrade information and available fixes.
Windows 11 Support Center. -
-
×InformationNeed Windows 11 help?Check documents on compatibility, FAQs, upgrade information and available fixes.
Windows 11 Support Center. -
- HP Community
- Notebooks
- Notebook Operating System and Recovery
- Problem at login HP ENVY x360 - 15m-bp011dx Software Issue

Create an account on the HP Community to personalize your profile and ask a question
11-18-2020 02:55 PM - edited 11-18-2020 06:52 PM
I may be putting this on the wrong board, however, I believe this to be a software issue. The computer recently crashed and wouldn't boot up to the login. It would only load command Prompt and BIOS control menus. The recovery would then fail when trying to do this. I have payed an HP authorized technician to change out the hard drive in the past, since this seemed to be behaving the same way I decided to do the swap my self. I purchased a Crucial BX500 480 GB SSD, Product ID: CT480BX500SSD1, and installed this with a boot flash drive.
The initial install and set up went well with no error or fault. Upon completion the computer loaded the login screen. When i went to enter the pin, it crashes. The computer will load the login successfully, but when trying to enter the pin it crashes. Through the advanced setup menu I can choice to start up in Safe Mode with Networking and the computer loads the login. When I try to to enter my pin it locks out, saying the computer has been locked due to too many failed logins or system restarts, wait 2 hours or try another login. After the 2 hours, it logs in without an issue.
Once inside I can open device manager and see that there are many drivers with faults. Mostly PCI drivers of various names seen in the picture below the product information. I have tried to find the minidump to be able to provide this possible information, however, I cant find this anywhere within the windows folder.
I have tried to install drivers off of the HP website with no avail. Every time I run the .exe files, it rolls through the options like nothing is wrong. However, as soon as I hit install it throws "Unknown Error" and then directs me to AppData folder containing text documents. The drivers I have tried to install are Chipset drivers. From my previous reading this would solve the PCI issues, however, as stated before they won't install. The computer will run for hours in safe mode without crashing though, leading me to believe this is some kind of driver/software issue.
I truly have no clue where to go from here and greatly appreciate any guidance you can give, even if that guidance is to repost this in the proper community board. Thank you for you time and consideration.
Product Name: HP ENVY x360 - 15m-bp011dx
Processor: Intel Core i7-7500 (quoted on website)
Memory: The standard 16GB DDR4-2133 SDRAM (2 Samsung 8gb sticks)
Graphics Card: Stock Intel HD Graphics 620 (quoted on website)
Hard drive: Crucial BX500 480 GB SSD, Product ID: CT480BX500SSD1
Laptop computer running Windows 10 64 bit currently, but the website shows it was originally windows 10 home 64
Picture of Device Manager
