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Region: Rome, Italy
Laptop purchased on Amazon in 2020. Warranty: 1 year (expired).
University use [Engineering - I have a Bachelor Degree in Energy Engineering and i'm currently studying for the Master's Degree in Energy Engineering - Industrial Applications]:
Matlab, Revit, Office, Browser, Open FOAM, video calls, video lessons and multi-tabs even for 10-12 consecutive hours [during COVID-19 lockdown]. Busy commuter daily transport [train, metro, bus].
HP COMPUTER DIAGNOSTICS REPORT - Detailed problem history
A FEW LESS THAN A MONTH: The notebook has as its fundamental problem that of being characterized in the last few weeks in a completely random way by SUDDEN SCREEN BLOCKS on the image currently displayed on the display. The frozen image is quickly DISTORTED, TRANSLATED AND REPROPOSED in different window sizes, culminating in a BSoD - Blue Screen of Death accompanied by an error code [the code is not unique but is within a small group of codes listed below in this diagnostic report]. If you are listening to or viewing music or video material, the error event, in addition to the effects on the screen image, is accompanied by distortion and fragmentation of the reproduced sound. Once the image is frozen, no keyboard or mouse input is able to generate effects on the screen [not even by moving the cursor].
Following the appearance of the BSoD screen, the latter freezes [even after the completion of 100% loading] or allows the computer to restart. The BSoD screen itself can be subject to distortion or modification of the characters displayed in symbols. Most of the time, as a result of the problem, WHEN RESTARTING OR STARTING THE COMPUTER THE SCREEN DOES NOT TURN ON, even though the computer is working. Turning off and on the notebook, after 3 or 4 attempts, the screen turns on perfectly and the computer returns to its standard operating conditions until another event, which can occur, with a completely random frequency, after 5 minutes as well as after 10 hours or after a day. Screen distortion can also occurs immediately when the computer is started, even before the operating system is loaded. As you will see in the course of the diagnostics carried out, proposed here, my main personal hypothesis is that it is a malfunction / damage, which occurred due to probable overheating or stress, at the hardware processing level; not the display, much less the operating system.
Crash and distortion of the power-on screen at startup, before loading the operating system
Locking and translating the lock screen in windows 10 on the left
BY PHYSICALLY MOVING THE COMPUTER WHILE IT IS RUNNING, THE PROBABILITY WITH WHICH THE SCREEN LOCK RESTART BECOMES VERY HIGH, possibly culminating in the BSoD error - Blue Screen of Death - with an error code that can vary depending on the circumstances.
However, this does not happen if you only move the computer screen, opening or closing it completely. The block can also occur without moving anything, always accompanied by an increase in the rotation of the fans at maximum speed, and by an increase in temperature.
The error codes found during the period characterized by the recurrence of the problem are the following, placed in descending order of frequency of occurrence:
- Kernel_Security_Check_ Failure;
- IRQL_NOT_LESS_OR_EQUAL
- System_Service_Exception (ntfs.sys);
- Driver IRQL;
- Attempted_write_to_readonly_memory;
- Video_scheduler_internal;
- Memory_Management;
- Kmode_Exception_not_handled;
- Netio.sys;
- Resource_not_owned;
- PFN_List_Corrupt
- Page_Fault_in_Nonpaged_Area
- 0xc000021a;
- 0xc0000428;
Example of error code: also in this case note the screen image that deforms and flakes off in correspondence with the fault code writing.
Sometimes an empty command prompt window in progress appears for a second at the start screen or when logging on to windows and disappears immediately.
To rule out that the cause of the malfunction was due to the operating system, I've downloaded from the cloud and reinstalled windows 10 from scratch, returning the computer to default settings. Additionally, I've made use of the Windows 10 diagnostic tools including:
- sfc/ SCANNOW;
- DISM/Online /Cleanup-Image /CheckHealth;
- DISM/Online /Cleanup-Image /ScanHealth;
- DISM/Online /Cleanup-Image /RestoreHealth
- Windows Memory Diagnostics;
- Check for file system errors on the drive.
Downstream of all these successful actions, the problem tends to recur anyway.
To exclude the action - however unlikely - of any viruses, malware or spyware, a full quadruple virus scan was carried out with Avast, Mcfee, Spybot and Malwarbyte; without any evidence of any anomaly.
The hardware diagnostic tool provided by the manufacturer, HP PC Hardware Diagnostics, was also used, following which all the analyzes conducted found correct behavior of the components, with the exception of the battery with which the Diagnostic tool was unable to communicate .
It should also be noted that during the night, when the computer usually carries out updates [since it is often not completely shut down but in suspend mode], after the updates the computer freezes when attempting to restart. Upon awakening, the monitor is blocked on a completely black screen, despite the fact that the PC is working. By turning it off and on again by pressing the button, the computer returns to its standard operation until further notice.
As a final observation, the notebook tends most of the time [but not always] to bring the rotation speed of the fans to the maximum from the start, then keeping it fixed throughout its active operation; at the same time, it tends to deliver a lot of heat, overheating up to CPU temperatures between 75 ° C and 80 ° C. The body above the keyboard, in the right half, tends to have the highest temperature to the touch compared to the entire remaining surface of the notebook, particularly burning in the center. As the fan speed is set to the maximum, PC operation is accompanied by the characteristic hum of the ventilation throughout its operation.
To complete a series of urgent university projects for the purposes of recording various exams, the technical consultation regarding the onset of the anomaly phenomenon was postponed.
UPDATE ABOUT 15/16 DAYS AGO: The computer following a first opening of the removable lower case (images below), to clean the dust of the fan [never carried out since the computer was purchased], with due care and caution on the other components, surprisingly no longer present any anomalies, even when physically moving it. Once the body is closed, operation is correct and reliable whatever workload it occupies.
After two weeks, the laptop no longer presented any anomalies or malfunctions. However, I would like to point out that the temperature of the body still remains high, always settling in correspondence with the CPU between 75 ° C and 80 ° C. In retrospect, however, it should be noted that in this period the computer did not undergo major movements outside the room [no transport or travel].
HP PC Pavilion interior
UPDATE 02/07/2022: The computer has again presented the old problem all of a sudden, following a normal move from the backpack to the desk, after going to the university. It also tends to overheat a lot today, reaching CPU temperatures between 80 ° C and 83 ° C. The hardware diagnostics operations do not report any malfunctions. The above error messages reappear.
UPDATE 03/07/2022: The computer still presents the same problems as above; the same error messages as above reappear. In particular, this morning and the previous one when I woke up, I found the black screen following a night update that included a restart. Exactly as explained previously, by turning off and on again using a button, the computer returns to work. Only one new error showed up today, and for a single time:
Despite these events in the morning, the computer worked fine for the rest of the day until late in the evening, when the computer was shut down in suspend mode.
It should be noted that the persistence of this anomaly characterized by intermittent behavior and poor reliability over long life could lead in the long run to a more important failure due to processing fatigue cycles. I take note of this, the intervention of a specialized technician will soon be required.
UPDATE 04/07/2022: THE LAPTOP THIS MORNING, on first contact, after the aforementioned restart following updates in a locked state, NO LONGER TURNS ON either with the cable power supply connected or with the battery only support , despite the fact that until the night before it was functional and had been placed in suspend mode. THE POWER ON LED LIGHT DOES NOT TURN ON, as if no electricity was circulating in the computer.
The event of a short circuit is assumed.
Since the warranty has already expired for one year, a technical intervention is required by a specialized assistant who takes the computer in this evening.
UPDATE 09/07/2022 (CURRENT STATUS): The technician has encountered the following problems with the necessary interventions carried out:
- SWELLING OF THE BATTERY, DUE TO NORMAL LIFE CYCLE, WHICH GENERATES INCONVENIENT CURRENT OUTPUT AND WHICH ACCORDING TO THE TECHNICIAN CAN GENERATE THE ARTIFACTS ON THE MONITOR; -> ACTION USED: REPLACEMENT WITH NEW ORIGINAL HP BATTERY;
- THERMAL PASTE ON THE CPU AND GPU STRONGLY RAISED THAT GENERATED EXCESSIVE OVERHEATING OF THE CPU AND GPU; -> ACTION USED: REPLACEMENT OF NEW THERMAL PASTE ON CPU AND GPU MODULES;
- INCROSTED FEEDING SYSTEM ON WHICH THE SHORT CIRCUIT HAPPENED; -> ACTION USED: CLEANING OF SCRATCHES AND VERIFYING THAT THE ELECTRONIC TRACKS WERE HEALTHY, RESTORING ELECTRICITY INSIDE THE COMPUTER;
- PRESENCE OF ANY DUST IN THE FAN; -> ACTION USED: DUST CLEANING IN THE ENTIRE HARDWARE.
In addition to this, the technician also verified that:
- The RAM (8 gb, DDR4) is working and has no anomaly;
- The SSD (512 gb, pci express, nvme) is functioning and has no anomaly;
- The GPU (Graphics Card) is functional and shows no signs of deterioration.
And he proceeded to transfer the data left on the computer (280 GB), to install windows and to optimize it.
Following the payment, the specialized technician returned the computer to me saying that all the problems described were solved.
However, at the first start-up, as soon as I got home, the computer, even if it turned on again, already presented the problems described above. In particular, at the first start the screen did not turn on again, even though the computer was working; at the second attempt to switch off and on again by pressing the button, the screen turned on and the computer was found to be in perfect working order for less than 10 minutes when it resumed the screen lock, with its typical deformation already seen above and the contextual increase in speed of the fans.
Just like before, moving the working computer increases the likelihood of it crashing.
Basically, the computer behaves exactly as before the short circuit occurred (see UPDATE 04/07/2022), with the only improvements related to overheating that is no longer present in an important way and to changing the battery.
THE MAIN PROBLEM HAS REMAINED THE SAME.
Below are the images relating to the event following the technical intervention, including two comprehensive video summarizing the problem:
Display off at first power up
Power Button - On
BSoD error screen display - Blue Screen of Death
Screen stuck at startup with screen distortion
Screen edge warp locked at the top right and left
And at the end two video of the problem occurring:
I desire to know from the HP community if there is an indication of what problem should be and if it's possible to fix the problem by changing some hardware device (also because the computer is quite new, from 2020 (cost: about 750 euros even now), and the compents are not bad: Intel Core i5 10th generation, 8 gb RAM ddr4, and 512 gb SSD).
I apologize in advance if my written English has some imperfections; thank you for your patience in reading.
If you have any advice, do not hesitate to write to me!
A thousand thanks!
A thousand thanks!
- S. E.
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