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12315556515555
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system reboots automatically

notebook 15-ay006tx
Microsoft Windows 10 (64-bit)

system reboots automatically when i start copying files to a external usb drive. It will be copying normally but copies slowly. suddenly in midway it stops and reboots showing blue screen. please help me fix this.

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Hello @12315556515555

 

Thank you for posting in the HP Support Community.

 

 

I am sorry about the issue you experience. I will be glad to help you solve your computer related issues.

 

Your problem is known as Blue Screen of Death (BSOD). BSOD is kind of Windows self-protection feature. If you received a blue screen error, or stop code, the computer has shut down abruptly to protect itself from data loss.

 

A hardware device, its driver, or related software might have caused this error.What you describe could happen because of incompatible with Windows driver (most often) or because of hardware issue (rarely).

 

In order to troubleshoot, I would need some specific information.

 

 

First - configuration

When you start your computer to Windows, go to Start -> type  Control Panel  and open it-> go to System .

 Then follow the instructions here to Disable Automatic Reboot after Blue Screen Errors

Uncheck "Automatically restart" option and click OK.

 

When BSOD screen appears your computer shall not reboot but the blue screen will remain on top.

Please, write here absolutely everything you will see on the screen. (of take a picture and upload it here or somewhere else). There can be some code which may help me help you. After that you will have to hard restart your computer.

 

 

Second - collect dump files

 

After reboot/restart , open the Computer (Windows Explorer) and go to C:\Windows\

Open Minidump folder

There should be some dump files inside the folder.

Mark them all, right click them all (when marked) -> choose Send to -> Compressed (zipped) folder

Windows will now create a zip archive

I will need this zip archive containing the dump files. They may help me providing technical information about why the issue happens. Once you have the files, upload them somewhere (e.g. OneDrive, Google Drive, Dropbox, etc...) and provide me with link to download

 

 

Third - test your hardware for issues

 

1. Please, shutdown the computer using the power button

2. Power it on.

2.1 As soon as you press the power-on button, start hitting the Esc button (like tap-tap-tap) repeatedly.

This should open a HP Startup Menu

 

3. Choose F2 to open System Diagnostics. Follow the on-screen instructions to perform System Test >> Quick test.

This will check major hardware componets for issue (do it just in case) . Here is more info >> https://www.youtube.com/watch?v=6JXUp43ahHA

 

 

If the tests pass without issues, continue. If not, please, let me know

 

 

Four - check your PC for viruses/malware

 

.... Run the free ESET Online Scanner >> http://download.eset.com/special/eos/esetonlinescanner_enu.exe

Scan your PC for viruses, threats and unwanted/unsafe applications - remove if anything found.

 

.... Run AdwCleaner >>https://www.malwarebytes.com/adwcleaner/

 

.... Run Kaspersky TDSS Killer >> http://media.kaspersky.com/utilities/VirusUtilities/EN/tdsskiller.exe

 

Let me know in details if they found something and what it was....

 

 

Last but not least - Update all your drivers using HP Support Assistant

 

Instructions

>> http://support.hp.com/us-en/document/c03467905

 

 

 

Looking forward to your reply. Let me know the results of the test. Post back if you face difficulties.

Your feedback and update is highly appreciated
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HP Expert - volunteer - not employed by HP Inc. *** I express personal opinion only. *** IT Commodity and Cyber Security professional *** Location/timezone: Europe
This video has been updated: https://youtu.be/-a-N_HfIZso Learn how to test your HP computer hardware using the HP PC Hardware Diagnostics UEFI. For other helpful videos go to http://hp.com/supportvideos or http://youtube.com/hpcomputingsupport. More support options for your computing device are ...
12315556515555
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system reboots automatically

As you replied, i turn off automatic restart on bsod and i got this messge, with a QR code -

 

Your PC ran into a problem and needs to restart.We're just collecting some error info,and then you can restart.

0% complete. 

 For more information about this issue and possible fixes visit https://www.windows.com/stopcode

 If you call a support person give them this info

Stop code : CRITICAL PROCESS DIED 

Stop code : UNEXPECTED STORE EXCEPTION

 

I got BSOD twice and got 2 different stop code as mentioned above.

 

i couldn't find any minidump file on my pc. 

Help me what should i do now,

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Hello @12315556515555

 

This error "Critical process died" is a very generic one.

 

The Windows operating system ensures that only authorized applications can access certain data and parts of the system. When a critical component of Windows detects an unauthorized modification to its data, it immediately steps in, causing the Critical Process Died error to happen.

In most cases, the culprit is a buggy driver, or it may be corrupted Windows, malware, etc. But sometimes the cause of the error isn’t immediately obvious. There are reports of the Critical_Process_Died error happening to owners of brand-new laptops, and it’s not unheard of for the error to spontaneously start happening on a computer that has been running flawlessly for years.

That’s why it's paramount to take a broader approach and address multiple potential causes at once. We need to rule out all potential causes.

 

  • Please, test the hardware, scan for malwares (steps 3 and 4) to rule out hardware and malware issues.
  • Use HP Support Assistant to update your drivers as already explained above - to rule out outdated buggy driver
  • Make sure your Windows is fully updated - to rule out known Windows bugs in existing versions
  • Scan Windows for known problems and corruptions.
    Run  a  command from Command Prompt (CMD) with Administrator rights. Run  sfc.exe /scannow
    Read how to do it in Option Three here >> https://www.tenforums.com/tutorials/2895-run-sfc-command-windows-10-a.html
  • If sfc.exe fails for some reason, open Command Prompt (CMD) with Administrator rights. Run  Dism /Online /Cleanup-Image /RestoreHealth
    and when DISM is successful, again run sfc.exe /scannow
    Read how to do it in Option One / 5 here >> https://www.tenforums.com/tutorials/7808-use-dism-repair-windows-10-image.html

 

If you followed all the steps above, please let me know and provide details.

Can you connect the BSOD issue with something ? Any recently performed change or an update ?

 

Your feedback and update is highly appreciated
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Thanks for continued help. 

I checked hardwares for issues. 

In memory test it passed without any issues.

But in hard drive test it failed. details-

 

Testing Drive: 1

SMART Check : FAILED

FAILURE ID : 9U6KW3-92E9GK-XD7X6K-60DF03

PRODUCT ID : W6T43PA#ACJ

Hard Drive 1

 

For more informaion, please visit: www.hp.com/go/techcenter/PCDiags

 

further i'm checking for malware and virus as suggested by you.

Thank you.

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@12315556515555 wrote:

Thanks for continued help. 

I checked hardwares for issues. 

In memory test it passed without any issues.

But in hard drive test it failed. details-

 

Testing Drive: 1

SMART Check : FAILED

FAILURE ID : 9U6KW3-92E9GK-XD7X6K-60DF03

PRODUCT ID : W6T43PA#ACJ

Hard Drive 1

 

For more informaion, please visit: www.hp.com/go/techcenter/PCDiags

 

further i'm checking for malware and virus as suggested by you.

Thank you.


OK, here we are. The diagnostics found the reason for your PC rebooting unexpectedly.

As mentioned above, the BSOD can happen due to hardware problem and due to software problems. In your case, it happens due to hardware problem. The test confirms the hard disk drive (HDD) is about to fail. This is the root cause of your problem. You do not need to check for malware.

 

When you copy information from your internal HDD, it fails and reboots to "save itself"

 

Once you replace the faulty component and then reinstall Windows, the problem will be gone.

 

The error code you provided has been checked in internal systems and it tells me that the hard disk drive (HDD) is about to fail.  Since this is faulty HDD/hardware component, you will probably not be able to recover your files. It's recommended that you try to back up your data immediately (whatever is possible)

 

 

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 for free.  Contact HP:

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

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

 

 >> HP India >> https://support.hp.com/in-en/contact-hp

 

 

2) If your computer is with warranty period expired, you will need to replace the faulty HDD - 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 HDD with the very same size as the current one or bigger (small will not work) - e.g. if your current HDD is with 500 GB capacity, your new HDD/SDD must also be 500 GB or with bigger capacity.  I recommend you consider HDDs with RPM 7200 as they as slightly faster, 5400 RPM is slower >> https://www.computerhope.com/jargon/r/rpm.htm

 

Information how to open and replace the faulty HDD with a new one or with an SSD can be found here:

>> official service manual - page 60 (68) >> http://h10032.www1.hp.com/ctg/Manual/c05087748

>> unofficial video - low motion quality >> https://www.youtube.com/watch?v=BdQ4Gz6zUWg

 

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

 

 

 

3) Last part - once you replace the faulty component - you will need to reinstall back your operating system - Windows or another. Let me know if you need assistance in reinstalling Windows.

 

 

 

 

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

 

Your feedback and update is highly appreciated
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Thanks for helping me solve this. Lastly i have some doubts and need your help.

My Laptop is HP Notebook 15-ay006TX

1. I'm thinking to replace HDD with SSD what is the minimum capacity of SSD I must select, specification. My laptop has 1TB HDD installed now.

2. I have no windows CD or any booteble device. How can i install windows on my new drive. Do i need to buy a booteble device or I can download it.

3. Can create a recovery drive now. Is it fine to install later.

Thanks for helping so far. Please help me with above problems also.

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Also i need assistance while reinstalling windows. Things like what to do and what not to do would be appreciated.

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@12315556515555 wrote:

Thanks for helping me solve this. Lastly i have some doubts and need your help.

My Laptop is HP Notebook 15-ay006TX

1. I'm thinking to replace HDD with SSD what is the minimum capacity of SSD I must select, specification. My laptop has 1TB HDD installed now.

2. I have no windows CD or any booteble device. How can i install windows on my new drive. Do i need to buy a booteble device or I can download it.

3. Can create a recovery drive now. Is it fine to install later.

Thanks for helping so far. Please help me with above problems also.


 

 

Hi,

 

Before answering your follow-up questions, just FYI - I updated the original post above with

Information how to open and replace the faulty HDD with a new one or with an SSD can be found here:

 

 

1) For your PC model there are no specific requirements on the HDD or SSD capacity - it can be as low as 32, 64 GB. It can be 120, 128, 256, 512 GB, 1TB, etc - no restrictions.  It's up to you based on your needs for capacity and your budget.

 

I would recommend at leat 64 GB or 128 GB for have enough space for operating system. But it's you who can decide , no restrictions.

 

2)  and 3)   All you need is an empty/blank flash drive (USB pen drive) with 8 GB capacity or more.

No need to purchase anything else as long you already have an active Windows license. Recovery media can be created for free.

 

Make sure your Windows is activated now. Go to Start button, and then select Settings > Update & Security > Activation . and ensure Windows is activated by the means of "Digital entitlement"..... info1 and info 2

 

For even better assurance, make sure you use online Microsoft account (Microsoft connect account) and that Windows is active by the means of "Digital entitlement connect to your Microsoft account" >> here is more info >> https://support.microsoft.com/en-us/help/20530/windows-10-reactivating-after-hardware-change

 

 

After you are sure about the activation (to avoid future problems) , proceed with these steps

 

 

Video reference >> https://www.youtube.com/watch?v=QAvFm52IjI4

 

Windows reinstallation / clean installation :

 

- You can directly download Windows 10 ISO from MS site or download >> Media creation tool from Microsoft site, create installation DVD or installation USB  and  proceed with clean installation/reinstallation.

 

Download:

>> https://www.microsoft.com/en-us/software-download/windows10ISO

 

Make sure you select the proper version (64 bit / Home or Pro) if asked.

 

Media Creation tool will always provide you with the latest Windows version/build - now 1809 .

 

- When download completes, you will need to write  the ISO image and boot from a bootable media. You will need a blank USB pendrive (min 8 GB capacity). Use the Media Creation tool.

 

 

When ready with the USB drive or with the DVD:

 

Please, shutdown the computer using the power button.

Insert the Windows USB thumdrive prepared previously

Power on the PC.

As soon as you press the power-on button, start hitting the Esc button repeatedly (like tap-tap-tap).

This should open a HP Startup Menu

 

Choose F9 to open Boot options. Select the USB thumb drive as a boot option.

 

- Follow the on-screen instructions to install Windows 10. Perform clean installation/custom installation (not repair).

Delete all existing partitions and install Windows on Disc 0 Unallocated space

 

- After successful Windows installation, install drivers taken from HP web site or via Windows Update/Device Manager >> http://support.hp.com/us-en/document/c03330139

 

- Make sure Windows is Activated by going to Start button > Settings > Update & Security > Activation

 

- You might want to stop some of the Windows Telemetry by using free tools such as Spybot AntiBeacon or DWS Lite

 

 

Hope this helps. Let me know how it goes

Your feedback and update is highly appreciated
*** Click on the button below to accept this advice as a solution if it helped you
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HP Expert - volunteer - not employed by HP Inc. *** I express personal opinion only. *** IT Commodity and Cyber Security professional *** Location/timezone: Europe
Step-by-step instructions to do a clean installation of the Windows 10 April 2018 Update (version 1803), and learn the steps to configure the out-of-box experience (OOBE). ** Important: Windows 10 version 1803 (April 2018 Update) is expected to release in April 2018. If you use the Media Creation
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Thanks for help it helped me a lot.

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