blue screen

[steve1504]

Hi my daughters notebook keeps going to blue screen and restarts itself. It can happen every 30 mins/45 mins or can be longer their is no pattern. I have ran the HP PC diagnostics and it failed i have attached pictures of report. Would anyone be able to help me resolve this problem,many thanks.

[IT_WinSec · Accepted solution]

Hello @steve1504

Welcome to the HP Support forum. Thank you for posting.

I have checked the provided code in an HP system. Based on your description and the pictures attached, I can see that your RAM module (memory) has failed. What is RAM >> https://www.computerhope.com/jargon/r/ram.htm

This is hardware problem, not a software. The faulty RAM module will need to be replaced.

Here are your options on fixing the problem:

1) If your computer is still under warranty, please contact HP Support and inform them. They will work with you about the way to replace the faulty component.  Contact HP:

>> http://www8.hp.com/us/en/contact-hp/ww-phone-assist.html

>> http://support.hp.com/us-en/contact-hp

2) If your computer is with warranty period expired, you will need to replace the faulty RAM module - buy new one on your own. There are variety of options - vendors you can choose from. You can get it online or from PC retail store, or from HP parts store http://partsurfer.hp.com/

You need RAM module PC3L / 4 GB or 8 GB capacity

You can get the same type or brand as your existing one  (brand might be different, though)

*** How to replace the faulty RAM with a new one:  please, find info and instruction in your computer's manual or watch YouTube videos examples for your HP model. 

Here is the service manual for your model

>> http://h10032.www1.hp.com/ctg/Manual/c03939658

page 53/61

If you do not want to do this on your own, please bring the computer (or ship it) to HP Authorized Service Center where the technicians will do this for you. If you are not sure where such a center is located, check these or contact HP for assistance in finding the nearest one for you:

>> http://www8.hp.com/us/en/contact-hp/ww-phone-assist.html

>> http://support.hp.com/us-en/document/c00372730

>> http://www8.hp.com/us/en/store-finder/find.do?bs=SR4&type=authorized

Please, let me know how it goes and do post back if you need assistance. Looking forward to your feeback/reply.

[steve1504]

Many thanks for the reply. The netbook ins out of warranty so will look into getting new one fitted myself.

[steve1504]

Many thanks for your help again, new ram fitted and diagnostics ran all passed ok. Daughter been using laptop for a few days now with no issues up to now which she was getting several times a day. Once again thanks.

[IT_WinSec]

You are most welcome, @steve1504