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malik01
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Windows crashes suddenly during working on HP Probook 450 G3 Win 8.1

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Probook 450 G3
Microsoft Windows 8.1 (64-bit)

Hello,

I have win 8.1 64bit installed on my notebook and it crashes suddenly and a blue window comes up saying "sorry 😞 your window crashed" and it restart my computer. I'm facing this problem since the first day i bought my notebook and installed windows in it and it happened like 5-6 times. It happens randomly whenever i'm working or using internet.

Please tell me what i should do, is it a software or hardware problem.

 

Thanks.

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IT_WinSec
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Hello!

 

Thank you for posting in HP support forum!

 

 

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 ->  Control Panel -> System should be opened.

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

Uncheck "Automatically restart" option and click OK.

 

Please, configure your WIndows to create kernel memory dump file as per these instructions here:

http://www.howtogeek.com/196672/windows-memory-dumps-what-exactly-are-they-for/

 

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, keep hitting the Esc button (like tap-tap-tap).

This should open a HP Startup Menu which may look similar to this one

 

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 >> http://support.hp.com/us-en/document/c03467259#AbT1

 

 

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

 

 

Four - check your PC for viruses/malware

 

You can use the free HitmanPro or ESET Online scanner

 

>> http://www.surfright.nl/en/hitmanpro

>> https://www.eset.com/us/online-scanner/

 

 

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

 

Instructions

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

 

 

Here is the HP official article which includes details >> http://support.hp.com/us-en/document/c04593971

 

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

>> Your FEEDBACK is important. Click below on Accept As Solution or ThumbUp+ buttons if my comments helped or to say thanks <<
*** I work for HP *** I express personal opinion only *** HP Expert - Volunteer since 2013
malik01
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Thanks for your post. I will do as you instructed and come back as soon as possible.

malik01
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Hi,

I followed your instructions and did everything as you told but today it happend again.

I got the same old blue screen but this time system did not restart so i took its picture and uploaded it here on onedrive along with the system dump files.

I hope these will provide you enough information to troubleshoot the issue. Please let me know if you need anything else.

 

One more thing as you told I did perform the hardware test too and passed in all of them.

 

I will be waiting for you reply.

Thanks.

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IT_WinSec
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Hello,

 

Thank you for the provided data.

 

As the hardware tests show no issues and due to the memory dump files, I can conclude this is Windows software issue.

 

I reviewed the provided info. The dump files show:

Last one - related to outdated or faulty driver - Video card

Previous ones - related to wi-fi network, moustpad,          etc...                                                          

 

Did you update all your drivers using HPSA {skip BIOS) ? Did you scan for malware?

 

If yes and if this doesn't help, we'll think of something else.                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                

>> Your FEEDBACK is important. Click below on Accept As Solution or ThumbUp+ buttons if my comments helped or to say thanks <<
*** I work for HP *** I express personal opinion only *** HP Expert - Volunteer since 2013
malik01
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Hi,

Thanks for looking into my problem.

As you told in your rescent post i have downloaded all the lattest drivers from HP and reinstalled them, i also have fully scanned my computer with updated antivirus (some virus files were found and successfully removed).

 

Windows is working fine for now, I will let you know if it happens again.

 

Thanks 🙂

IT_WinSec
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You are most welcome.

 

Sorry about the double question - I just wanted to be sure 🙂

 

I am really glad it works fine now.

If the issue happens again, I'd recommend you reinstall Windows or return to factory default condition. Reason is that the dump files show quite a lot of errors all related to different drivers - not just 1 or 2. Reverting back to initial condition would be the best solution to iron all the issues out.

If your computer arrived with Windows preinstalled by HP (a.k.a. OEM Windows), you should have recovery partition(s) available and should be able to restore to initial condition easily. Here is how to:

>> http://support.hp.com/us-en/document/c00006110

>> http://support.hp.com/us-en/document/c03489643

 

Please, do copy/back-up all your important data prior to the process should you decide to go this route.

 

Do not hesitate to post again if you have questions or experience issues.

>> Your FEEDBACK is important. Click below on Accept As Solution or ThumbUp+ buttons if my comments helped or to say thanks <<
*** I work for HP *** I express personal opinion only *** HP Expert - Volunteer since 2013
malik01
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Thankyou for your help, it helped alot 🙂

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