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HP Envy laptop multiple BSOD and Windows update failures


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#1 PiperCO

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Posted 16 May 2017 - 05:56 PM

Hello, As instructed I've run Sysnative BSOD Dump + System File Collection App and PERFMON and am attaching the two Zip files.

 

My issue summary is as follows:

HP Envy convertible laptop that is getting more and more unusable. I have major issues with Windows 10 and BSOD, among other things. This is a convertible laptop with touchscreen. It came installed with Windows 10 Home pre-installed. The computer is about a year old.
Details:
Windows 10 Home Version 1607 OS Build 14393.1198
Intel i7-6500U CPU @2.50 GHz
12 GB Installed RAM
Intel HD 520 Display adaptor
Intel Dual band wireless-AC 3165
CyberLink Web cam Virtual Driver 6.0 (not sure what this is or why I have it)
Intel Display audio
Realtek High definition audio
 
Issues
---------
1. Windows 10 updates never work. The computer becomes completely unusable. HPs have a wheel of dots that spin instead of hourglass. Update will get to 100% and the wheel will spin for literally days--I've let it run 24, 36 hours to see if it ever boots. It doesn't. I have to power off and force restart several times to get it back.
2. Random BSOD, very fast, I usually don't have a chance to get an error code & I don't see a log/dump file but maybe I'm looking in the wrong place.
3. Randomly drops wireless connection. Will regain, usually, after a couple of frustrating minutes. (There have been no router changes, etc.)
4. Microsoft Outlook routinely crashes. Often I can't read more than 5 or 6 emails at a time.
5. Windows start menu stops working and/or pressing the Windows icon key on the keyboard does nothing.
 
I hope I've done this correctly and thank you in advance for your help!

Attached Files



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#2 bwv848

bwv848

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Posted 16 May 2017 - 09:48 PM

Greetings,

The latest dump blames your Intel graphics driver:

1: kd> knL
 # Child-SP          RetAddr           Call Site
00 ffffbf81`62b312a8 fffff800`85d5b929 nt!KeBugCheckEx
01 ffffbf81`62b312b0 fffff800`85d5b0bc nt!KiBugCheckDispatch+0x69
02 ffffbf81`62b313f0 fffff800`85d56bbd nt!KiSystemServiceHandler+0x7c
03 ffffbf81`62b31430 fffff800`85caa671 nt!RtlpExecuteHandlerForException+0xd
04 ffffbf81`62b31460 fffff800`85ca9424 nt!RtlDispatchException+0x421
05 ffffbf81`62b31b60 fffff800`85d5ba02 nt!KiDispatchException+0x144
06 ffffbf81`62b32230 fffff800`85d589e7 nt!KiExceptionDispatch+0xc2
07 ffffbf81`62b32410 fffff80d`1f74a90c nt!KiDivideErrorFault+0xe7
08 ffffbf81`62b325a0 00004007`00000000 igdkmd64+0x2ca90c
09 ffffbf81`62b325a8 ffff9b85`000000ff 0x00004007`00000000
0a ffffbf81`62b325b0 00000000`00000000 0xffff9b85`000000ff
1: kd> lm k vm igdkmd64
start             end                 module name
fffff80d`1f480000 fffff80d`1fc2d000   igdkmd64 T (no symbols)           
    Loaded symbol image file: igdkmd64.sys
    Image path: \SystemRoot\system32\DRIVERS\igdkmd64.sys
    Image name: igdkmd64.sys
    Timestamp:        Mon Dec 21 23:25:12 2015 (5678D0A8)
    CheckSum:         00794A4A
    ImageSize:        007AD000
    Translations:     0000.04b0 0000.04e4 0409.04b0 0409.04e4
Another older dump blames a BestCrypt driver:
2: kd> knL
 # Child-SP          RetAddr           Call Site
00 ffff9501`cb247370 fffff804`6b8f37d0 nt!IofCallDriver+0x3f
01 ffff9501`cb2473b0 00000000`00000801 fsh+0x37d0
02 ffff9501`cb2473b8 ffffc00d`ecdc0000 0x801
03 ffff9501`cb2473c0 00000000`00000056 0xffffc00d`ecdc0000
04 ffff9501`cb2473c8 00000000`00000306 0x56
05 ffff9501`cb2473d0 fffff801`719c9bd0 0x306
06 ffff9501`cb2473d8 00000000`00000000 nt!NonPagedPoolDescriptor+0x690
With that said, uninstall BestCrypt and reinstall your graphics driver. To reinstall your graphics driver:

-create a system restore point
-download the installer package from here
-remove "Intel HD Graphics" from the Control Panel
-run the installation package you downloaded earlier
-reboot

I do, however, notice some concerning entries in the event log, such as:
Event[0]:
  Log Name: System
  Source: Microsoft-Windows-WHEA-Logger
  Date: 2017-05-15T16:29:05.553
  Event ID: 17
  Task: N/A
  Level: Warning
  Opcode: Info
  Keyword: N/A
  User: S-1-5-19
  User Name: NT AUTHORITY\LOCAL SERVICE
  Computer: DESKTOP-CQJA6TU
  Description:
A corrected hardware error has occurred.

Component: PCI Express Root Port
Error Source: Advanced Error Reporting (PCI Express)

Bus:Device:Function: 0x0:0x1D:0x0
Vendor ID:Device ID: 0x8086:0x9D18
Class Code: 0x30400

The details view of this entry contains further information.
These events could potentially point to hardware issues. With that said, I have some suggestions:

-monitor your temps with HWMonitor
-update your BIOS (if your computer could lose power unexpectedly, please don't!)
-run MemTest86 for a minimum of eight passes. A guideis available here if you need help.
-run Seagate SeaTools for Windows. Test all your drives with the S.M.A.R.T. and Long Generic tests.
-run Prime95 (read the details in the link)
-run these remaining hardware diagnostics

Good luck!

If I do not reply in three days, please message me.
 
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