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‎01-23-2022 02:49 AM - edited ‎01-24-2022 12:36 AM

HP Recommended
Product: HP Pavilion Laptop PC 15-eg0000 (172Z7AV)
Operating System: Microsoft Windows 11

Hi ,

 

I bought the laptop on Oct 21, and this laptop freezes randomly and/or crashes to BSOD randomly  8/10 times I work on it.

 

I raised a case with HP, the HP support sent a motherboard for replacement but unfortunately, the issue did not reproduce when the service center representative visited. He ran some tests using HP tools which generated IDR report, where I could see several errors for "GRAPHICS_DRIVER_TDR_TIMEOUT".

 

The service center did not replace the motherboard, instead gave me a solution to reinstall WIndows 10 (I am on Win 11) , see below the exact wording of resolution by HP service center:

 

"Troubleshooting performed by CE: Eng. check & found Customer used Win 11 suggest Please installed win 10"

 

I don't understand this resolution at all and to me, it seems unnecessary to reinstall full OS for a driver issue, and btw why downgrade at all to Win 10 as my laptop is listed on HP official website to support Win 11.

 

Anyway, this is the incompetence of HP service center, to provide such a useless resolution.

 

Now coming to what I have done after this, I sent several follow-ups to **bleep**india but to no response as they already closed my case.

 

I had to do something to get my laptop to a stable state so as per the Graphics TDR Error in the report   I uninstalled Iris Xe Graphics from Device manager and started using Microsoft default adaptor, but this is not a permanent solution,

 

Can someone help me to fix the issue, did someone else face a similar issue.

 

Regards,

Paresh

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