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  1.    10 Aug 2017 #21
    Join Date : Jul 2017
    Posts : 26
    Windows 10 Pro x64
    Thread Starter

    1) Malwarebytes has been completely removed for the last two days.

    2) I connected by cable - still get error on hibernate.

    3) I have run HP Softpaq Download Manager which tells me what needs updating. I have installed the update to HP Client Security Manager, and Intel Wireless Display Software. Rebooted. Problem: it tells me Intel Wireless Software still needs updating. Going round in circles with this. Intel site says not supporting it anymore.

    4) Running HP Softpaq Download Manager tells me I need to (critical) update Intel Full Management Engine (ME) Firmware Component however it fails to install it. Instead it tells me to download and install. I started this but got a warning lots of stuff would need to be set up again. It did not say what. I have no idea if I would be able to do this. So I stopped and haven't installed it.

    5) I now have an extra problem. I had to set up my wireless connection as it did not exist after all this. However in the system tray display it does not display my connection nor any other networks in the building (block of flats, I used to see all their networks), despite display them being ticked.

    6) I am very concerned all these things I am trying are actually making more errors as at 5) above.

    7) I have very limited time to spend on this as I am chronically ill and struggling.

    8) Anyway, here is the latest zip file and also the state of the TPM.

    HP-HENRY-10_08_2017_203636_99.zip
    BSOD IRQL_NOT_LESS_OR_EQUAL when waking from Hibernate Attached Files
    Last edited by Griffinit; 10 Aug 2017 at 15:51. Reason: adding file
      My ComputerSystem Spec
  2.    10 Aug 2017 #22
    Join Date : Apr 2017
    Posts : 8,761
    windows 10 professional version 1607 build 14393.969 64 bit

    Nice work on Malwarebytes. The bsod needs to be identified and fixed. The mini dump with updated logs were not present in the zip as it was empty.
    With the updated zip it should have some information on hibernation.
    The HP softpaq download manager like HP support assistant often has updates that may not be applicable to the computer.
    For the wireless go directly to the hp web site support and drivers: HP Software and Driver Downloads for HP Printers, Laptops, Desktops and More | HP® Customer Support

    Enter the computer's serial or product number and the operating system to view all available drivers.
    Then click on a specific driver and view the revision history. Choose the most up to date version that is applicable to your computer's configuration.
    What is the availability of a wired connection until the wireless gets fixed? Ethernet or cat5e cable?
    The manual download using the computer's serial or product number should display the proper driver for the configuration and operating system.
    For the Intel full management engine that needs to be installed from the HP website using the computer's serial or product number with operating system. Expand firmware > identify Intel full management engine > click download
      My ComputerSystem Spec
  3.    11 Aug 2017 #23
    Join Date : Jul 2017
    Posts : 26
    Windows 10 Pro x64
    Thread Starter

    Quote Originally Posted by zbook View Post
    For the wireless go directly to the hp web site support and drivers: HP Software and Driver Downloads for HP Printers, Laptops, Desktops and More | HP® Customer Support


    Already done. Some of the drivers there are wrong, eg. Broadcom when I have Intel and the Intel is up to date. So I prefer the Softpaq which seems to give the right drivers. Some are just not applicable. I think the drivers are for the "series" not the specific machine. I also used the HP update drivers tool which displayed wireless up to date because I already updated them. As far as I am aware all drivers up to date and did this before but still got the BSOD.

    Quote Originally Posted by zbook View Post
    What is the availability of a wired connection until the wireless gets fixed? Ethernet or cat5e cable?
    This is really difficult - I am in bed almost all the time and router/modem in another room with nowhere to work. Anyway I still get the BSOD when using Ethernet (eg cable). See item 2) in my previous post.

    Quote Originally Posted by zbook View Post
    For the Intel full management engine that needs to be installed from the HP website using the computer's serial or product number with operating system. Expand firmware > identify Intel full management engine > click download
    Quote Originally Posted by Griffinit
    I started this but got a warning lots of stuff would need to be set up again. It did not say what. I have no idea if I would be able to do this. So I stopped and haven't installed it.
    See 4) above. What do I do if I have to set stuff up again? What stuff? It doesn't say. Maybe I can do it, maybe it is stuff I know nothing about.

    I am concerned not to make the problems even worse.
      My ComputerSystem Spec
  4.    11 Aug 2017 #24
    Join Date : Apr 2017
    Posts : 8,761
    windows 10 professional version 1607 build 14393.969 64 bit

    HP products I have used for many years and the products I am currently using came with 3 year warranties. It's a whole lot different in the business support than the consumer support. So I had a situation with softpaq recommending downloads for items that were not applicable to this computers configuration. They can be ignored or removed from the list. HP provided support on softpaq Intel and indicated that that had to be done directly from the HP website.

    Where are you now with the capability to connect or not connect using wireless?
    If you can send an updated zip I'll look though the files for any problems that can be troubleshooted.:
    BSOD - Posting Instructions - Windows 10 Forums
      My ComputerSystem Spec
  5.    12 Aug 2017 #25
    Join Date : Jul 2017
    Posts : 26
    Windows 10 Pro x64
    Thread Starter

    I ran the Tensforum program to collect everything in the zip file. It looked fine as it ran. Everything was "done". Afterwards, I checked the zip file, and it is empty like the last one.

    Help!
      My ComputerSystem Spec
  6.    12 Aug 2017 #26
    Join Date : Apr 2017
    Posts : 8,761
    windows 10 professional version 1607 build 14393.969 64 bit

    To check the DM log collector I just ran it and it produced a log with information.
    It's unclear why it is not working for your computer at this time.
    The first few steps will be to check the operating system and the file structure on the drive.
    The next few steps will place the computer in clean boot to see if there are any conflicting non-Microsoft services.
    Open administrative command prompt and type or copy and paste:
    1) sfc /scannow
    2) dism /online /cleanup-image /restorehealth
    3) chkdsk /scan
    When these have completed > right click on the top bar or title bar of the administrative command prompt box > left click on edit then select all > right click on the top bar again > left click on edit then copy > paste into the thread


    4) msconfig (in the pop up system configuration > move the dot from normal startup to selective startup > uncheck load startup items > click service tab > in left lower corner check hide all Microsoft services > in the lower right side click disable all > click apply or ok > do not reboot)


    5) taskmgr (in the pop up task manager > click on the start up tab > click on status so that the column sorts with enable rising to the top > right click on each row with enable and change to disable)


    https://support.microsoft.com/en-us/...oot-in-windows


    How to perform a Clean Boot in Windows 10 - TechNet Articles - United States (English) - TechNet Wiki





    6) shutdown /r (you will reboot the computer so that it is in clean boot)



    7) Perform dm collection and see if it works:
    BSOD - Posting Instructions - Windows 10 Forums
      My ComputerSystem Spec
  7.    12 Aug 2017 #27
    Join Date : Jul 2017
    Posts : 26
    Windows 10 Pro x64
    Thread Starter

    I've followed all your instructions. Unfortunately I lost the copy of the command prompt actions and results before posting them. All went well - there weren't any errors.

    After the reboot I ran the BSOD dm and again there was nothing in the zip file although it appeared to run successfully.

    I put the machine into Hiberate and on wake up got the usual BSOD.

    Ran BSOD dm again: seemed to run through all the collection processes ok, no errors, ending:


    The file collector has finished.

    All files have now been collected and are in a zipped folder on your desktop
    ready for you to upload to the forum.


    Press any key to continue . . .

    But the zip file is still empty.
      My ComputerSystem Spec
  8.    12 Aug 2017 #28
    Join Date : Apr 2017
    Posts : 8,761
    windows 10 professional version 1607 build 14393.969 64 bit

    The DM collector was working on the computer and sent multiple zips with contents.
    Somehow it is no longer putting together the files into the zip.
    This will be trial and error to see what can be done to get the files.
    Before the DM Log collector prompt closes, there is a folder on the desktop called TFdebugFiles.
    Please upload this file as a zip.
      My ComputerSystem Spec
  9.    12 Aug 2017 #29
    Join Date : Jul 2017
    Posts : 26
    Windows 10 Pro x64
    Thread Starter

    If you tell me the things that the zip file creation runs, maybe I can run them myself and collect the data that way.

    This is the latest minidump .dmp file which should have been in that zip file. 081217-10203-01.zip

    This is the latest TFdebugFiles zip
    Last edited by Griffinit; 12 Aug 2017 at 22:47.
      My ComputerSystem Spec
  10.    12 Aug 2017 #30
    Join Date : Apr 2017
    Posts : 8,761
    windows 10 professional version 1607 build 14393.969 64 bit

    The challenge is the event logs and a few others.
    The easy ones are msinfo32 and dxdiag which each take a minute or two to load.
    The troubleshooting would be incomplete without all of the logs.
    It's a puzzle as it was working.
    See if there is a result with the latest trial and error method in the earlier post.
      My ComputerSystem Spec

 
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