on hp elitebook 840 G5 , s/n: 5CG9281G5H ,Error code:0xc000000e

[User362]

on hp elitebook 840 G5 , s/n: 5CG9281G5H  (as written on the sticker on the bottom of the laptop),
A. I get a blue screen on boot with the error: "pc/device needs to be repaired - a req device isn't connected or cant be accessed. Error code:0xc000000e You'll need to use recovery tools. All options on the screen return to this BSOD
B. using disk-on-keys with ubuntu/hiren's with various windows iso files boots to a menu, when I choose to boot from a windows iso I get Kmode exception not handled BSOD.
C. various system diagnostics (from the laptop startup menu and hirens) don't show a hardware issue.
D. when running the HP Cloud Recovery Tool I enter my product ID 4WX71EC#ABA (as written on the sticker on the bottom of the laptop) and get "Invalid, go to hp support" 
E. HP support runs me in loops leading to the recovery tool or virtual assistant "An unexpected error has occurred, please try again later or visit https://support.hp.com for additional assistance"
F. on https://ftp.hp.com/pub/caps-softpaq/CloudRecovery/crsupportedplatform.html  I see I need N36454-025_Win10-22H2-amd64-5in1-EMEA1_ but I can't find it in https://ftp.hp.com/pub/caps-softpaq/
G. I was a laptops and IT guy for years, I'm comfortable with any suggestion (also took out the cmos battery, tried booting without RAM chips...) I'm at my wits end , please help

[Paul_Tikkanen · Accepted solution]

You are using the wrong version of the HP cloud recovery tool.

You have to use the software on your notebook's support page which requires you to enter the notebook's serial number, not the product number.

HP EliteBook 840 G5 Notebook PC Software and Driver Details

Here's an info link for how to use the utility:

HP Business PCs - Using the HP Cloud Recovery Client in Windows 11 and Windows 10 | Podpora HP®

[User362]

thank you

[Paul_Tikkanen]

You're very welcome.

[User362]

thank you, I got the disk on key loaded (took many hours), and now I get (on boot from the disk on key) the Kmode Exception Not Handled. I guess I'll look at more replacement options for the RAM/disk

[Paul_Tikkanen]

You're very welcome.

Take a look at this link to see if any of the info there such as disabling the Fast Startup option resolves the problem.

How to Fix a Kmode Exception Not Handled Error in Windows

[User362]

thanks for the effort, in the bios -> advanced -> boot op. -> fast boot , with and without it I get the kernel unhandled BSOD when booting from various windows installation disks.
interestingly enough I can start windows installation / hp windows recovery when the disk is physically removed ...

I ended up installing ubuntu desktop and that gives my kid youtube access which is all she needed...

I might try installing windows in the future, is the hp recovery disk on key able to install windows from scratch?

[Paul_Tikkanen]

You're very welcome.

Sorry that none of the info on that link worked.

Yes, that recovery drive will reinstall Windows, the drivers and the software that originally came with the notebook.

You have to read the part in the instructions I posted yesterday for how to install the software and drivers.

There is a box to check if you want those features installed.