Windows 10 - HP Envy - Daily Blue Screen of Deaths


  1. PurpleWeb
    Posts : 3
    10
       New #1

    Windows 10 - HP Envy - Daily Blue Screen of Deaths


    Hi

    I have a practically brand new HP Envy 360 which is crashing on a daily basis. I have followed a number of suggestions, these included running Memtest which came back clean. I have also run HP Diagnostics and that also cam back clean.

    I also ran the Windows Debugging and that pointed to AuthenticAMD (what is this?)

    I think the crashes coincide with a lot of fan activity so i am leaning towards this.

    I have attached my logs for you to take a look at it and hopefully direct me which way to go. I am keen to nail the issue as the laptop is only a month old so i need to be thinking of returning it asap.

    Thank you in advance
      My Computer
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  3. philc43
    Posts : 5,169
    64bit Win 10 Pro ver 21H2
       New #2

    I would take the laptop back asap and insist that there is something wrong. The WinDBG result is simply telling you that there is a hardware error, this is a 0x124 stop code and the CPU which reports the error is an AMD device.

    It is often quite difficult to pinpoint the component which is giving rise to the problem. It could be motherboard or CPU or memory so you just have to work your way through the tests until you find something. A good confirmation that it is hardware is if the system crashes in safe mode. Safe mode does not start the non-Microsoft drivers so it helps to rule out a driver related BSOD.

    In the event log you have a number of hardware related errors like this:
    Attachment 173474

    Below are the full range of tests we recommend:


    STOP 0x124 Troubleshooting

    Read carefully before proceeding.



    warning   Warning
    If you're overclocking your system, revert back to stock clocks now.

    Note   Note
    Test the system once the overclock is removed before continuing with the steps outlined below.


    Part One: CPU Stress Test
    Part Two: MemTest86+ RAM Diagnostic
    Part Three: Hard Drive Diagnostics
    Part Four: GPU Stress Test




    ONE

     CPU TEST


    Run Prime95 to stress test your CPU. Prime95 - Stress Test Your CPU - Windows 10 Forums

    warning   Warning
    Your CPU temperatures will rise quickly while under this stress test. Keep a keen eye on them and abort the test if overheating occurs.





    TWO

     RAM TEST


    Run MemTest86+ to analyse your RAM. MemTest86+ - Test RAM - Windows 10 Forums

    Note   Note


    MemTest86+ needs to be run for at least 8 passes for conclusive results. Set it running before you go to bed and leave it overnight. We're looking for zero errors here. Even a single error will indicate RAM failure.





    THREE

     HDD TEST


    Run HDTune to
    • check the health,
    • scan for errors, no quick scan but full scan
    • run a benchmark.

    It may take some time, but please take the time you need to perform it properly.
    When above is done please make screenshots of the following
    • the health,
    • the error scan,
    • the benchmark incl. following
      • transfer rate,
      • access time,
      • burst rate,
      • cpu usage.




    FOUR

     GPU TEST


    Run Furmark to stress test your GPU. FurMark - GPU Stress Test - Windows 10 Forums

    Note   Note
    Run Furmark for around 30 minutes.
    warning   Warning
    Your GPU temperatures will rise quickly while Furmark is running. Keep a keen eye on them and abort the test if overheating occurs.
      My Computers
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  4. zbook
    Posts : 41,474
    windows 10 professional version 1607 build 14393.969 64 bit
       New #3

    Open the HP website > support and drivers > enter the computer's product or serial number > select operating system > view drivers > post a URL or hyperlink into the thread.
      My Computer
    Quote Quote

  6. PurpleWeb
    Posts : 3
    10
    Thread Starter
       New #4

    zbook said:
    Open the HP website > support and drivers > enter the computer's product or serial number > select operating system > view drivers > post a URL or hyperlink into the thread.
    Hi

    Thanks for the reply

    HP Software and Driver Downloads for HP Printers, Laptops, Desktops and More | HP® Customer Support

    Regards
      My Computer
    Quote Quote

  7. PurpleWeb
    Posts : 3
    10
    Thread Starter
       New #5

    philc43 said:
    I would take the laptop back asap and insist that there is something wrong. The WinDBG result is simply telling you that there is a hardware error, this is a 0x124 stop code and the CPU which reports the error is an AMD device.

    It is often quite difficult to pinpoint the component which is giving rise to the problem. It could be motherboard or CPU or memory so you just have to work your way through the tests until you find something. A good confirmation that it is hardware is if the system crashes in safe mode. Safe mode does not start the non-Microsoft drivers so it helps to rule out a driver related BSOD.

    In the event log you have a number of hardware related errors like this:
    Attachment 173474

    Below are the full range of tests we recommend:


    STOP 0x124 Troubleshooting

    Read carefully before proceeding.



    warning   Warning
    If you're overclocking your system, revert back to stock clocks now.

    Note   Note
    Test the system once the overclock is removed before continuing with the steps outlined below.


    Part One: CPU Stress Test
    Part Two: MemTest86+ RAM Diagnostic
    Part Three: Hard Drive Diagnostics
    Part Four: GPU Stress Test




    ONE

     CPU TEST


    Run Prime95 to stress test your CPU. Prime95 - Stress Test Your CPU - Windows 10 Forums

    warning   Warning
    Your CPU temperatures will rise quickly while under this stress test. Keep a keen eye on them and abort the test if overheating occurs.





    TWO

     RAM TEST


    Run MemTest86+ to analyse your RAM. MemTest86+ - Test RAM - Windows 10 Forums

    Note   Note


    MemTest86+ needs to be run for at least 8 passes for conclusive results. Set it running before you go to bed and leave it overnight. We're looking for zero errors here. Even a single error will indicate RAM failure.





    THREE

     HDD TEST


    Run HDTune to
    • check the health,
    • scan for errors, no quick scan but full scan
    • run a benchmark.

    It may take some time, but please take the time you need to perform it properly.
    When above is done please make screenshots of the following
    • the health,
    • the error scan,
    • the benchmark incl. following
      • transfer rate,
      • access time,
      • burst rate,
      • cpu usage.





    FOUR

     GPU TEST


    Run Furmark to stress test your GPU. FurMark - GPU Stress Test - Windows 10 Forums

    Note   Note
    Run Furmark for around 30 minutes.
    warning   Warning
    Your GPU temperatures will rise quickly while Furmark is running. Keep a keen eye on them and abort the test if overheating occurs.
    I called into the retailer yesterday and although the laptop isn't even two months old, i have to send it back to the central repair centre. It's not ideal as i use it for my business. Before i do send it back i just want to make sure i have checked everything else.

    Regards
      My Computer
    Quote Quote

  8. zbook
    Posts : 41,474
    windows 10 professional version 1607 build 14393.969 64 bit
       New #6

    The HP website (with the computer's serial number)has HP UEFI hardware diagnostics that can be downloaded and installed on the computer.
    They are version 6.4.
    The most up to date HP UEFI hardware diagnostics is version 6.5 and that can be downloaded directly from the HP website:
    HP PC Hardware Diagnostics | HP® Official Site

    The testing that was already ordered above is generally more elaborate that what is installed on the computer by the computer manufacturers. However before a return they may want you to run their diagnostics. If you do you can run them in the extensive or loop until failure mode. If it detects any hardware problems, even a battery problem, the test is designed to abort. As such the testing will be incomplete. If the testing is still active the next day when ran overnight that indicates that the test did not find problems. Click the keyboard escape key to abort the testing. The extensive or loop until failure testing does not test everything. There is a separate HP UEFI category for component testing for the comprehensive testing. But this should not be necessary unless you have a problem with a specific component.

    Please update your progress with the tests and steps in post #2 by posting images into the thread:
    Take Screenshot in Windows 10 General Tips Tutorials


    The windows error reporting have documented the WHEA 0 x 124 BSOD since 12/25/2017.





    Code:
    31/12/2017 12:55    Windows Error Reporting    Fault bucket , type 0
Event Name: BlueScreen
Response: Not available
Cab Id: 0

Problem signature:
P1: 124
P2: 0
P3: ffff880893a098f8
P4: 0
P5: 0
P6: 10_0_16299
P7: 0_0
P8: 768_1
P9: 
P10: 

Attached files:
\\?\C:\WINDOWS\Minidump\123117-20171-01.dmp
\\?\C:\WINDOWS\TEMP\WER-21781-0.sysdata.xml
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WERF608.tmp.WERInternalMetadata.xml
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WERF646.tmp.csv
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WERF6C4.tmp.txt

These files may be available here:
C:\ProgramData\Microsoft\Windows\WER\ReportQueue\Kernel_124_4187f5e59369b26be086a137c89c1543663d4ee3_00000000_cab_0358f6d3

Analysis symbol: 
Rechecking for solution: 0
Report ID: c963e369-f666-40a0-ad9a-1d1d57fb4a21
Report Status: 4
Hashed bucket:15/01/2018 09:42    Windows Error Reporting    Fault bucket , type 0
Event Name: BlueScreen
Response: Not available
Cab Id: 0

Problem signature:
P1: 124
P2: 0
P3: ffff9489a24aa8f8
P4: 0
P5: 0
P6: 10_0_16299
P7: 0_0
P8: 768_1
P9: 
P10: 

Attached files:
\\?\C:\WINDOWS\Minidump\011518-16687-01.dmp
\\?\C:\WINDOWS\TEMP\WER-27796-0.sysdata.xml
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER9A1E.tmp.WERInternalMetadata.xml
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER9A2E.tmp.csv
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER9A6E.tmp.txt

These files may be available here:
C:\ProgramData\Microsoft\Windows\WER\ReportQueue\Kernel_124_1f3f3f81213f856342f233a0ff14702a189b77b2_00000000_cab_03549a6b

Analysis symbol: 
Rechecking for solution: 0
Report ID: 4fbff1c0-c26d-4477-8452-ce889310ed29
Report Status: 4
Hashed bucket:07/01/2018 18:05    Windows Error Reporting    Fault bucket , type 0
Event Name: BlueScreen
Response: Not available
Cab Id: 0

Problem signature:
P1: 124
P2: 0
P3: ffffa48f94e6d8f8
P4: 0
P5: 0
P6: 10_0_16299
P7: 0_0
P8: 768_1
P9: 
P10: 

Attached files:
\\?\C:\WINDOWS\Minidump\010518-19765-01.dmp
\\?\C:\WINDOWS\TEMP\WER-21187-0.sysdata.xml
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WERB901.tmp.WERInternalMetadata.xml
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WERB913.tmp.csv
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WERB962.tmp.txt

These files may be available here:
C:\ProgramData\Microsoft\Windows\WER\ReportQueue\Kernel_124_e17b5aecf37c7657e23cb17e26997e341413095_00000000_cab_0348b95d

Analysis symbol: 
Rechecking for solution: 0
Report ID: 2cc711ab-4ab7-46f5-89e4-8f4fd1461b05
Report Status: 4
Hashed bucket:15/01/2018 12:01    Windows Error Reporting    Fault bucket , type 0
Event Name: BlueScreen
Response: Not available
Cab Id: 0

Problem signature:
P1: 124
P2: 0
P3: ffffa789dd8ca8f8
P4: 0
P5: 0
P6: 10_0_16299
P7: 0_0
P8: 768_1
P9: 
P10: 

Attached files:
\\?\C:\WINDOWS\Minidump\011518-17500-01.dmp
\\?\C:\WINDOWS\TEMP\WER-19515-0.sysdata.xml
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER84EF.tmp.WERInternalMetadata.xml
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER852D.tmp.csv
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER855D.tmp.txt

These files may be available here:
C:\ProgramData\Microsoft\Windows\WER\ReportQueue\Kernel_124_6124b9ada2713a3b2575e99f1495e8f3d564b3e_00000000_cab_0354855c

Analysis symbol: 
Rechecking for solution: 0
Report ID: 90108d31-a9f7-41ec-8e42-3745e0c67214
Report Status: 4
Hashed bucket:09/01/2018 19:21    Windows Error Reporting    Fault bucket , type 0
Event Name: BlueScreen
Response: Not available
Cab Id: 0

Problem signature:
P1: 124
P2: 0
P3: ffffa78dae8078f8
P4: 0
P5: 0
P6: 10_0_16299
P7: 0_0
P8: 768_1
P9: 
P10: 

Attached files:
\\?\C:\WINDOWS\Minidump\010918-17218-01.dmp
\\?\C:\WINDOWS\TEMP\WER-18781-0.sysdata.xml
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WERB834.tmp.WERInternalMetadata.xml
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WERB863.tmp.csv
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WERB8B2.tmp.txt

These files may be available here:
C:\ProgramData\Microsoft\Windows\WER\ReportQueue\Kernel_124_8caab78ba0fc50f9119455d9e566946338a352bb_00000000_cab_034cb8c0

Analysis symbol: 
Rechecking for solution: 0
Report ID: 3e21cbce-07d8-496c-a320-1557d131ac6b
Report Status: 4
Hashed bucket:29/12/2017 15:52    Windows Error Reporting    Fault bucket , type 0
Event Name: BlueScreen
Response: Not available
Cab Id: 0

Problem signature:
P1: 124
P2: 0
P3: ffffac8a72f718f8
P4: 0
P5: 0
P6: 10_0_16299
P7: 0_0
P8: 768_1
P9: 
P10: 

Attached files:
\\?\C:\WINDOWS\Minidump\122917-17531-01.dmp
\\?\C:\WINDOWS\TEMP\WER-29359-0.sysdata.xml
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WERC19B.tmp.WERInternalMetadata.xml
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WERC1AC.tmp.csv
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WERC1FB.tmp.txt

These files may be available here:
C:\ProgramData\Microsoft\Windows\WER\ReportQueue\Kernel_124_aa1e234a37cc6733d69ec4a1fe793f46dc7ff729_00000000_cab_032cc207

Analysis symbol: 
Rechecking for solution: 0
Report ID: 51267e8d-5e4a-436e-96d7-e210c55acdb4
Report Status: 4
Hashed bucket:07/01/2018 18:05    Windows Error Reporting    Fault bucket , type 0
Event Name: BlueScreen
Response: Not available
Cab Id: 0

Problem signature:
P1: 124
P2: 0
P3: ffffb585f77798f8
P4: 0
P5: 0
P6: 10_0_16299
P7: 0_0
P8: 768_1
P9: 
P10: 

Attached files:
\\?\C:\WINDOWS\Minidump\010718-20578-01.dmp
\\?\C:\WINDOWS\TEMP\WER-21187-0.sysdata.xml
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WERB864.tmp.WERInternalMetadata.xml
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WERB874.tmp.csv
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WERB8C3.tmp.txt

These files may be available here:
C:\ProgramData\Microsoft\Windows\WER\ReportQueue\Kernel_124_1e3417027c243f450eeff863be2182eadba9e20_00000000_cab_0348b8c0

Analysis symbol: 
Rechecking for solution: 0
Report ID: 0bd2df3d-7943-462a-bcdf-0d6d38d657fd
Report Status: 4
Hashed bucket:26/12/2017 11:07    Windows Error Reporting    Fault bucket , type 0
Event Name: BlueScreen
Response: Not available
Cab Id: 0

Problem signature:
P1: 124
P2: 0
P3: ffffc00d6adaf8f8
P4: 0
P5: 0
P6: 10_0_16299
P7: 0_0
P8: 768_1
P9: 
P10: 

Attached files:
\\?\C:\WINDOWS\Minidump\122617-14656-01.dmp
\\?\C:\WINDOWS\TEMP\WER-16734-0.sysdata.xml
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WERC505.tmp.WERInternalMetadata.xml
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WERC553.tmp.csv
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WERC5D1.tmp.txt

These files may be available here:
C:\ProgramData\Microsoft\Windows\WER\ReportQueue\Kernel_124_7378ebdafb531b8d80d320eecb4ae6b553c5484f_00000000_cab_038cc5ff

Analysis symbol: 
Rechecking for solution: 0
Report ID: f90201a0-28dc-46aa-b41e-05eb0f6f6c27
Report Status: 4
Hashed bucket:25/12/2017 13:01    Windows Error Reporting    Fault bucket , type 0
Event Name: BlueScreen
Response: Not available
Cab Id: 0

Problem signature:
P1: 124
P2: 0
P3: ffffc108e14848f8
P4: 0
P5: 0
P6: 10_0_16299
P7: 0_0
P8: 768_1
P9: 
P10: 

Attached files:
\\?\C:\WINDOWS\Minidump\122517-14890-01.dmp
\\?\C:\WINDOWS\TEMP\WER-27671-0.sysdata.xml
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER9A7B.tmp.WERInternalMetadata.xml
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER9A8C.tmp.csv
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER9ADB.tmp.txt

These files may be available here:
C:\ProgramData\Microsoft\Windows\WER\ReportQueue\Kernel_124_e2957cd7736d559d6403cde8e448da6e57974_00000000_cab_03a09ae8

Analysis symbol: 
Rechecking for solution: 0
Report ID: 3c34b3f9-04fd-48c7-a6e6-0e72fc104246
Report Status: 4
Hashed bucket:19/01/2018 11:22    Windows Error Reporting    Fault bucket , type 0
Event Name: BlueScreen
Response: Not available
Cab Id: 0

Problem signature:
P1: 124
P2: 0
P3: ffffd30e600e78f8
P4: 0
P5: 0
P6: 10_0_16299
P7: 0_0
P8: 768_1
P9: 
P10: 

Attached files:
\\?\C:\WINDOWS\Minidump\011918-18171-01.dmp
\\?\C:\WINDOWS\TEMP\WER-20156-0.sysdata.xml
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WERB4BF.tmp.WERInternalMetadata.xml
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WERB50D.tmp.csv
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WERB5AB.tmp.txt

These files may be available here:
C:\ProgramData\Microsoft\Windows\WER\ReportQueue\Kernel_124_7bab6474aa328bd3b75563e5159b612863a1981_00000000_cab_036eb5b9

Analysis symbol: 
Rechecking for solution: 0
Report ID: eef23c5e-195e-4ef3-b38d-89ed0f55c741
Report Status: 4
Hashed bucket:02/01/2018 20:12    Windows Error Reporting    Fault bucket , type 0
Event Name: BlueScreen
Response: Not available
Cab Id: 0

Problem signature:
P1: 124
P2: 0
P3: ffffe30a28b948f8
P4: 0
P5: 0
P6: 10_0_16299
P7: 0_0
P8: 768_1
P9: 
P10: 

Attached files:
\\?\C:\WINDOWS\Minidump\010218-17062-01.dmp
\\?\C:\WINDOWS\TEMP\WER-19187-0.sysdata.xml
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER23DE.tmp.WERInternalMetadata.xml
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER242C.tmp.csv
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER248B.tmp.txt

These files may be available here:
C:\ProgramData\Microsoft\Windows\WER\ReportQueue\Kernel_124_64f1bad581cecfb5d14f3830bad11ec15e2c78d7_00000000_cab_0395249a

Analysis symbol: 
Rechecking for solution: 0
Report ID: 19cca195-597e-478a-8d27-ad6521967ee5
Report Status: 4
Hashed bucket:
    Last edited by zbook; 22 Jan 2018 at 05:04.
      My Computer
    Quote Quote

  9. RickC
    Posts : 1,767
    Windows 10 Pro (+ Windows 10 Home VMs for testing)
       New #7

    PurpleWeb said:
    I called into the retailer yesterday and although the laptop isn't even two months old, i have to send it back to the central repair centre. It's not ideal as i use it for my business. Before i do send it back i just want to make sure i have checked everything else.
    It depends on the consumer legislation where you are. Here in the UK and with a problem like this you would be within your rights to 'reject' the laptop as 'not fit for purpose' and have it replaced by the retailer or the purchase price refunded immediately or report the retailer to Trading Standards for the consumer legislation breach.
      My Computer
    Quote Quote

 

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