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tanmanITgod
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new HP Pavilion bsod's uncontrollably due to iRIS display driver

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Pavilion 15-eg0000 (9WF74AV)
Microsoft Windows 10 (64-bit)

Okay, so I bought a brand new Pavilion 15-eg0000 for an employee about 4 weeks ago. I do basic setup/connect to domain etc etc... everything is fine. The first week was fine, nothing too out of the ordinary, and then the last 3 weeks the BSOD's start exponentially growing (from a couple per week to the login screen BSOD'ing almost every time). These BSOD error codes are completely random and different every time, and using debugging tools with the logs was almost useless (always just pointed to svchost). I try the Reset this PC function in Windows, BSOD halfway through. I reformat the entire hard drive and reinstall from the Windows USB tool from scratch, it gets all the way to auto-installing factory drivers before the first login screen, BSOD. Mind you, safe mode (networking) is always fine.

Long story short, it was pretty easy to go back and forth between safe mode and normal boot just enabling and reinstalling drivers one by one to single out the bad one. It is 100% the intel iRIS xe driver, as I used the laptop normally with windows update/automatic drivers turned off for a full day without a BSOD. Install the iRIS driver from any source (HP support, Intel support, etc) and the BSOD's start firing off immediately. System restore to pre-iris driver, it's fine again.

This just seems insane, as I can all but eliminate hardware issues (memtest passed, chkdisk passed, not sure how to test graphics w/o the driver installed or it will BSOD). Could just be bad iris chipset though. 

I will go through the whole mail-in repair process if I have to, but just want to make sure no one has any ideas that I didn't think of. Thanks.

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Echo_Lake
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Message 2 of 4
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@tanmanITgod
Thank you for posting on the HP Support Community.
 

I appreciate your efforts to try and resolve the issue. This sounds like the windows operating system is not installed correctly due to that computer is not booting into windows desktop normally. 

 
The last thing I can suggest trying to restore the computer back to the factory settings. Performing an HP system recovery (Windows ) While doing the recovery there is an option to backup your personal files. If you have not previously done one now is a good time. 


Restoring Files that were Backed Up Using HP Recovery Manager (Windows )You can also contact HP support for assistance. They can remotely access your system to help alleviate difficulties: www.hp.com/contacthp/

 

The HP Cloud Recovery Tool allows you to download recovery software to a USB drive. You can use the downloaded recovery image file in order to install the Windows operating system. 

Hope this helps! Keep me posted for further assistance.
Please click “
Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

ECHO_LAKE
I am an HP Employee

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tanmanITgod
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Hey thanks for the response. I actually have tried to use the cloud recovery tool a ton of times, but it will not accept this laptop's Product ID as valid. I've tried it on the actual machine, as well as typing in the ID on a different machine, nothing works and it ends up locking me out of the tool for 15 minutes or whatever. I would order a recovery media but it's like 75$ for something I should be able to do myself.

I also have a hard time seeing how a recovery media will do much, since it probably just uses the same drivers as the first time I reinstalled windows 10 from a Microsoft bootable USB (like I said, the BSODS started again as soon as windows was reinstalled from a clean reformat).

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Echo_Lake
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@tanmanITgod

Thank you for posting back.

 

As we have limited support boundaries in the support community as of now.

I would request you to contact our Support and our Support Engineers should be able to sort this out. HP Support can be reached by clicking on the following link: www.hp.com/contacthp/


Please feel free to contact us here anytime you need any further assistance. Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

ECHO_LAKE
I am an HP Employee

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