BSOD all day every day (after HP replaced my battery)

nematode · 28 Jun 2023

Hi all,

I have a HP spectre x360 8UY93AV running windows 10 22H2. I just had HP replace my battery, and they wiped my hard drive while doing so.

Since then I've had BSOD crashes every time I use the computer. I've updated all drivers and my windows is up to date. Ran windows memory diagnostic, sfc scannow, and chkdsk. I tried looking through the minidump files but the errors seem to step from different processes each time. I'm worried there may be a hardware issue as I really don't want to send my laptop to HP again.

See logs @ DESKTOP-OJEAKGQ-(2023-06-28_16-23-10).zip - Google Drive

Thank you all for your help!

~~nematode~~

zbook · 29 Jun 2023

What is the computer's warranty status?

What servicing / testing was performed by HP?

What were the dates?

Please perform the following steps

1) Update the HP UEFI hardware diagnostics 8.5.0.0 > 9.1.0.0

https://ftp.hp.com/pub/softpaq/sp147...0/sp147126.exe

2) Plan to run the HP UEFI hardware diagnostics overnight while sleeping in loop until error

Power on the computer and repetitively click F2 or F10 > system > extensive > loop until error >the next day if it has made two or more loops > click esc > take pictures > post images or share links displaying the tests performed with results into this thread using one drive, drop box, or google drive

3) Run HD Sentinel (trial version)
Hard Disk Sentinel - HDD health and temperature monitoring
Post images or share links for results on these tabs
a) Overview
b) Temperature
c) SMART

4) Download and install one of these temperature monitoring software

Speccy Download Speccy | Find your computer specs, free!

HW Monitor HWMONITOR | Softwares | CPUID

SpeedFan 4.52 Download | TechSpot

5) Download and install HP Windows Hardware diagnostics version 2.2.0.0

https://ftp.hp.com/pub/softpaq/sp146...0/sp146683.exe

Code:

Event[3548]:
  Log Name: System
  Source: Microsoft-Windows-Kernel-Power
  Date: 2023-06-26T15:13:05.5210000Z
  Event ID: 88
  Task: N/A
  Level: Error
  Opcode: Info
  Keyword: N/A
  User: N/A
  User Name: N/A
  Computer: DESKTOP-OJEAKGQ
  Description: 
The system was hibernated due to a critical thermal event.
Hibernate Time = ?2023?-?06?-?26T19:13:05.520823200Z             
ACPI Thermal Zone = \_TZ.TZ01             
_HOT = 373K

Code:

Event[3186]:
  Log Name: System
  Source: Microsoft-Windows-Kernel-Boot
  Date: 2023-06-26T13:05:11.0660000Z
  Event ID: 16
  Task: N/A
  Level: Error
  Opcode: Info
  Keyword: N/A
  User: S-1-5-18
  User Name: NT AUTHORITY\SYSTEM
  Computer: DESKTOP-OJEAKGQ
  Description: 
Windows failed to resume from hibernate with error status 0xC000007B.

ubuysa · 29 Jun 2023

Why would they reinstall Windows for a battery replacement?

The 0xC000007B error status reported above is an 'Invalid Image Format'. Your dumps are pointing at a potential RAM issue. One dump fails during idle processing trying to call another Windows function, for example! I suspect that the 0xC000007B error is because the hibernate file after being loaded into RAM didn't match the hibernation file on disk - either because of a disk issue or a RAM issue.

HP may well have moved a RAM card a tad or even moved your NVMe drive a tad whilst replacing the battery. I would contact HP and complain in the strongest possible terms that it wasn't tested sufficiently before being returned to you.

I assume, since you sent it to HP for a battery replacement that you're not comfortable reseating RAM and/or reseating the NVMe drive yourself?

nematode · 29 Jun 2023

Hi all - appreciate all of your help.

@ubuysa I don't know why they reinstalled windows either. I had gotten accidental coverage on it and the warranty was going to run out by the end of this month, so I sent it in to get my battery and some scuffed panels replaced. I did also ask them to put some thermal paste as it was running hot - perhaps they reinstalled windows to make sure it wasn't a software issue?

I am somewhat to moderately comfortable reseating the NVMe drive myself but it still has about 30 days of warranty left after the repair, and opening it up would void that. I believe the RAM is soldered on for this laptop.

@zbook. I literally just received it back from HP a day or two ago. Warranty for the accidental coverage ends 7/10, but I have 30 days non-accidental coverage from when I got it back from HP as well.
1 and 2. Updated HP UEFI diagnostics and will share results
3. HD sentinel: Update your browser to use Google Drive, Docs, Sheets, Sites, Slides, and Forms - Google Drive Help
4. Downloaded Speccy and HWMonitor, logs are in the google drive.
5.Ran HP PC hardware diagnostics
- interestingly, the laptop crashed when I ran the audiocheck. I uninstalled fxSound (fxsound.com), restarted, reran the test, and no BSOD
- battery/RAM/BIOS/storage checks were good - I saved the logs in the above google drive.

Edit
Had another BSOD while typing this. Created a new BSOD log and uploaded to that google drive.

Edit edit
Had another BSOD shortly after. I'll just keep uploading them to the google drive.

Edit x3
So I'm calling HP right now and apparently they replaced .... everything. The tech support guy was going over the notes and apparently they thought there was some battery swell, causing damage to the motherboard? So they replaced the motherboard too ... and then the keyboard because keys were sticker, and the display because of dead pixels??, along with the superficial covers that I had asked for. ... ????? ... I just wanted my battery replaced, geez

- - - Updated - - -

Anyway they seemed to think it was a software issue and suggest I reset my laptop. I guess we'll see what happens!

- - - Updated - - -

Did a full reset. Used it for a few minutes. Laptop just turned off without warning and restarted. No BSOD

- - - Updated - - -

So I'm sending it back to HP. Had a couple more BSODs after resetting so I guess the reset didn't work. I'm sending them this post so they can see what's been going on.

zbook · 29 Jun 2023

The link was not able to be opened.

Please make sure that links are posted without logon

nematode · 29 Jun 2023

Apologies, you should be able to open it now

zbook · 29 Jun 2023

Please follow up once the computer is returned from HP.

(replaced hardware, replaced computer, etc.)

ubuysa · 30 Jun 2023

As above, IMO these issues were created by HP so they should have the hassle of fixing them. Do let us know how it goes.

nematode · 08 Jul 2023

They ended up replacing the motherboard and "performed extensive testing."
I guess we'll see if this lasts, otherwise I'll just have to ask for a replacement.
Thank you both for helping

zbook · 08 Jul 2023

Were some hardware components replaced a second time?

Did they extend the warranty?

https://support.hp.com/us-en/check-warranty

Overnight run the HP UEFI hardware diagnostics (boot using F2 or F10) in system > extensive > loop until error > post images or share links displaying the tests performed with results.

Post a new V2 share link into the newest post.