02-24-2019 03:11 PM
I have tried to update my HP 13-af002na to the Windows 10 Home 64 1809 update but it keeps failing. It seems to be installing, then it halts with a BSOD, giving the error message Memory Management. I have run HP's memory test and also their device test, no problems were found. I have also updated every HP driver and the BIOS too, to F31. I have checked that all the programs on the HP are upto date too. Windows 10 auto updates did show that 1809 could be installed, hence trying to install it. I have also tried to do it manually but It failed too; with that Memory Management error. Has anyone got any ideas what is causing this issue and how to resolve it? I do not by the way want to return the HP to its factory setting. That will lose some of my programs and it could possibly lose some of the data I want to keep.
Solved! Go to Solution.
02-25-2019 03:14 PM
Thank you for posting on the HP Support Community.
I appreciate your efforts to try and resolve the issue. Click here to update the 1809 update.
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.
I am an HP Employee
02-26-2019 07:02 AM
Thanks for your reply but can you supply further details on your solution. I am wary of just clicking on a link that gives no details. Having had issues on doing that once before, for a Fujitsu Laptop. Latter crashed and I had to reinstall everything on that Fujitsu Laptop. Thanks again for your help and for your reply to this enquiry.
02-26-2019 09:43 AM
02-26-2019 10:48 AM
I am aware there are numerous causes for this issue and tried to isolate the cause, with no luck. Howeve the point is, it should not be happening with a Laptop which is nearly new, it is only 9 months old. It by the way doesn't have that many programs installed on it.
I have also tried Windows 10 Update Assistant and it too failed, with BSOD Memory Management. My feelings are this is a BIOS problem, not a Memory problem. HP issued a BIOS update for 1809 but it doesn't seem to work for this problem. That update BIOS was F31 and it was issued in Nov. 2018.
So thanks for your suggestion but sadly I seemed to have tried them all.
02-27-2019 02:28 PM
Don't worry as I'll be glad to help, As you've performed relevant troubleshooting steps and the issue persists, I would request you to contact our Support and our Support Engineers should be able to Remote into your computer and sort this out.
HP Support can be reached by clicking on the following link:
- Click on this link – www.hp.com/contacthp/
- Select the product type.
- Enter the serial number of your device or select let HP detect your product option.
- Select the country from the drop-down.
- You should see the HP support number or Chat option listed
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.
I am an HP Employee
03-07-2019 03:18 PM
Hi Echo_Lake, I did as you suggested and contacted HP Technical Support.
For the last week we have been trying to resolve the issue and I have to say George at HP was extremely helpful and patient. However, I actually myself resolved the issue myself this evening. Unsure how I did it? I think it was either one of the two programs that I removed, an Upgrade to Plex Media Player, or the two Driver updates that Windows 10 installed this evening. So thanks once again for your suggestion, it was a good one but as I say HP Tech didn't resolve the issue, I did it myself.