Consistent crashes - related to hpcommrecovery...

I am having problems that exhibit like this:


Windows 10 V1909 / OS Build 18363.693

If I walk away from laptop with screen on, after the period set it goes to sleep OR, I can manually select shutdown/sleep OR I can shut the screen which is set to put it too sleep.

Then, very often, when I turn the computer on, the screen never comes to life. I have to hold power button to shutdown, and reboot.

I find in the screen capture below there are 2 redX critical events: 1 is for Comm Recovery stopped working, and the other is for Windows not properly shut down. The first is probably the problem, the second from my turning it off to reboot.

Any suggestions for me to chase to fix this?

There are log collectors used in another forum room.
Run V2 and upload results directly into this thread:
BSOD - Posting Instructions

Log Collector file attached.

I'm just thinking out loud here.

Why not uninstall HP Comm Recovery from Add or Remove Programs to see if the application itself is the cause of the crashes? While it is possible that another problem is causing it to crash, if I were faced with the same problem, that is the first thing I would do.

If the computer stabilizes after removing it, you can consider downloading an updated version of the software from HP, or leaving it uninstalled.

I wouldn't jump to this conclusion at all, but on the HP forums, other people who have faced this same problem received a reply that in some cases, malware can masquerade as HPcommrecovery.exe. Probably not, but that is straight from HP.

zbook said:

The logs displayed abnormal shutdowns.

There were no BSOD.

Yes, I mentioned in my first post I was causing the abnormal shutdowns when I have to hold the power button in becasue the screen would remain black on reboot.

zbook said:

The computer has had corrected hardware errors.

zbook said:

What is the warranty status?

I think it is out of warranty.

zbook said:

Please perform the following steps:

1) Open administrative command prompt and type or copy and paste:
2) sfc /scannow
3) dism /online /cleanup-image /scanhealth
4) dism /online /cleanup-image /restorehealth
5) sfc /scannow
6) chkdsk /scan
7) wmic recoveros set autoreboot = false
8) wmic recoveros set DebugInfoType = 7
9) wmic recoveros get autoreboot
10) wmic recoveros get DebugInfoType
11) bcdedit /enum {badmemory}

12) 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

13) Make sure that there is no over clocking while troubleshooting

14) The computer has HP UEFI diagnostics version 6.9.
Download and install version 7.5.2
https://www8.hp.com/us/en/campaigns/.../pc-diags.html
(left side of the webpage)

15) Find a camera or smartphone camera to take pictures and post images of the tests performed with the test results

How to Upload and Post Screenshots and Files at Ten Forums

16) Overnight run the HP UEFI diagnostics > power on the computer and repetitively click F2 > system tests > extensive > loop until error > the next day if it has made 2 or more loops click esc > run any component tests as needed (many are interactive) > post images into the thread

17) Uninstall and reinstall HP Recovery software:
https://support.hp.com/us-en/document/c06162205

If you use Macrium or other imaging software consider uninstalling the software

18) Make a free backup image using Macrium and save the image to another drive or the cloud:
Macrium Software | Your Image is Everything
Backup and Restore with Macrium Reflect



19) Search for: C:\WINDOWS\LiveKernelReports\PoW32kWatchdog-20190128-2027.dmp

20) Post a share link using one drive, drop box, or google drive

Code:

LastWriteTime         Size (MB) FullName                                                     
-------------         --------- --------                                                     
1/29/2019 10:00:21 AM   1940.73 C:\WINDOWS\LiveKernelReports\PoW32kWatchdog-20190128-2027.dmp

Code:

hpcommrecovery.exe    Not Available    17908    8    Not Available    Not Available    3/1/2020 8:43 PM    Not Available    Not Available    Not Available


HP Comm Recovery    HP Comm Recover    Running    Auto    Own Process    "c:\program files\hpcommrecovery\hpcommrecovery.exe"    Normal    LocalSystem    0


2/15/2020 5:33 AM    Windows Error Reporting    Fault bucket 1176804868322624177, type 4
Event Name: APPCRASH
Response: Not available
Cab Id: 0

Problem signature:
P1: HPCommRecovery.exe
P2: 2.0.15.0
P3: 5baddfe7
P4: KERNELBASE.dll
P5: 10.0.18362.535
P6: 50cc8d5a
P7: e0434352
P8: 000000000003a839
P9: 
P10: 

Attached files:
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WERFF52.tmp.mdmp
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WERBB.tmp.WERInternalMetadata.xml
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WERDB.tmp.xml
\\?\C:\Windows\Temp\WER149.tmp.appcompat.txt
\\?\C:\ProgramData\Microsoft\Windows\WER\ReportQueue\AppCrash_HPCommRecovery.e_1f1f96b492f6524de3a2828fdfb6a79a12fdb482_a4b5b1a9_cab_57ccd24a-8d0d-47c8-8119-7924274515fa\memory.hdmp

These files may be available here:
\\?\C:\ProgramData\Microsoft\Windows\WER\ReportArchive\AppCrash_HPCommRecovery.e_1f1f96b492f6524de3a2828fdfb6a79a12fdb482_a4b5b1a9_57ccd24a-8d0d-47c8-8119-7924274515fa

Analysis symbol: 
Rechecking for solution: 0
Report Id: 220769a1-52f2-4e39-8b69-bd47af928ec2
Report Status: 268435552
Hashed bucket: 23bd95f36b2653ddd054d9caf25202b1
Cab Guid: 0


2/14/2020 1:12 AM    Windows Error Reporting    Fault bucket 1499988863811372456, type 5
Event Name: CLR20r3
Response: Not available
Cab Id: 0

Problem signature:
P1: HPCommRecovery.exe
P2: 2.0.15.0
P3: 5baddfe7
P4: System.Management
P5: 4.8.3761.0
P6: 5c9c7026
P7: 8c
P8: 3f
P9: System.Management.Management
P10: 

Attached files:
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER4118.tmp.mdmp
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER4251.tmp.WERInternalMetadata.xml
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER4271.tmp.xml
\\?\C:\Windows\Temp\WER4282.tmp.appcompat.txt
\\?\C:\ProgramData\Microsoft\Windows\WER\ReportQueue\AppCrash_HPCommRecovery.e_cdd93fd356cb6c8136357ff4c7f197be105aaf55_a4b5b1a9_cab_3093429e\memory.hdmp

These files may be available here:
\\?\C:\ProgramData\Microsoft\Windows\WER\ReportArchive\AppCrash_HPCommRecovery.e_cdd93fd356cb6c8136357ff4c7f197be105aaf55_a4b5b1a9_17ed27ab-ef37-4d50-9462-b7a1e418a4b0

Analysis symbol: 
Rechecking for solution: 0
Report Id: 12ef10ee-c4b2-40db-be23-fe3ff2a276d2
Report Status: 268435458
Hashed bucket: 115ef8d30d45775544d107eca284c5a8
Cab Guid: 0


2/28/2020 3:38 PM    Windows Error Reporting    Fault bucket 1533125863947303348, type 5
Event Name: CLR20r3
Response: Not available
Cab Id: 0

Problem signature:
P1: HPCommRecovery.exe
P2: 2.0.15.0
P3: 5baddfe7
P4: System.Management
P5: 4.8.3752.0
P6: 5c7a241f
P7: 8a
P8: 51
P9: PSZQOADHX1U5ZAHBHOHGHLDGIY4QIXHX
P10: 

Attached files:
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER1D9C.tmp.mdmp
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER1E88.tmp.WERInternalMetadata.xml
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER1E89.tmp.xml
\\?\C:\Windows\Temp\WER1EF7.tmp.appcompat.txt
\\?\C:\ProgramData\Microsoft\Windows\WER\ReportQueue\AppCrash_HPCommRecovery.e_a7c333da8376c5238e962a0276de4af25998_a4b5b1a9_cab_252a67e7-3dfd-4538-8f59-9594cfd59b98\memory.hdmp

These files may be available here:
\\?\C:\ProgramData\Microsoft\Windows\WER\ReportArchive\AppCrash_HPCommRecovery.e_a7c333da8376c5238e962a0276de4af25998_a4b5b1a9_252a67e7-3dfd-4538-8f59-9594cfd59b98

Analysis symbol: 
Rechecking for solution: 0
Report Id: bc12c903-469e-43ea-8f9d-f78a0bc056ca
Report Status: 268435552
Hashed bucket: e0295fdb4104d9153546c1d9b48af9b4
Cab Guid: 0


2/29/2020 8:22 PM    Windows Error Reporting    Fault bucket 1533125863947303348, type 5
Event Name: CLR20r3
Response: Not available
Cab Id: 0

Problem signature:
P1: HPCommRecovery.exe
P2: 2.0.15.0
P3: 5baddfe7
P4: System.Management
P5: 4.8.3752.0
P6: 5c7a241f
P7: 8a
P8: 51
P9: PSZQOADHX1U5ZAHBHOHGHLDGIY4QIXHX
P10: 

Attached files:
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER59B8.tmp.mdmp
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER5B01.tmp.WERInternalMetadata.xml
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER5B21.tmp.xml
\\?\C:\Windows\Temp\WER5B80.tmp.appcompat.txt
\\?\C:\ProgramData\Microsoft\Windows\WER\ReportQueue\AppCrash_HPCommRecovery.e_a7c333da8376c5238e962a0276de4af25998_a4b5b1a9_cab_38d1eb68-0a41-43ff-8e81-360d1d9d706c\memory.hdmp

These files may be available here:
\\?\C:\ProgramData\Microsoft\Windows\WER\ReportArchive\AppCrash_HPCommRecovery.e_a7c333da8376c5238e962a0276de4af25998_a4b5b1a9_38d1eb68-0a41-43ff-8e81-360d1d9d706c

Analysis symbol: 
Rechecking for solution: 0
Report Id: 4d4cf978-1ebd-4675-a575-333305550d5c
Report Status: 268435552
Hashed bucket: e0295fdb4104d9153546c1d9b48af9b4
Cab Guid: 0

https://support.hp.com/us-en/drivers...94?sku=X7U56UA

Code:

Event[4208]:
  Log Name: System
  Source: Microsoft-Windows-WHEA-Logger
  Date: 2020-03-01T20:41:41.188
  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: RogersLaptop
  Description: 
A corrected hardware error has occurred.

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

Primary Bus:Device:Function: 0x0:0x1C:0x0
Secondary Bus:Device:Function: 0x0:0x0:0x0
Primary Device Name:PCI\VEN_8086&DEV_9D13&SUBSYS_8420103C&REV_F1
Secondary Device Name:

I appreciate your input and guidance. I think I will first attempt @cknoettg's suggestion of uninstalling hpcomrecovery, then assuming that doesn't fix the problem, will go down the path you outline above.

The---View tech details--- for your---Commrecovery---failure should give you information on the cause and enable a search for a solution.
The first two lines are the easiest.

I have yet to do the long list of instructions. This status update indicates why...
I went into Services from Task Manager and set the hpcommrecovery to manual. It's been a few days now since I did that, and it has stopped the problem. I captured the screen on the details, and it doesn't tell me much. I searched on some of the data in that report and came up with nothing.



At this point, I'm wondering if I will miss hpcommrecovery. From what I find, this is what it does:

HP CommRecovery. ... The HP Comm Recovery is a background service which monitors the status of Ethernet, WiFi and Broadband devices. It will try to recover the device if an error is detected.

At this point, I'm not sure it's worth the effort you folks would put in supporting me as I step through the list of tasks.

I'll be glad to go ahead and do that if someone indicates I should resolve this.

I appreciate the help here.

All of the steps in post #4 should be performed as part of routine maintenance or troubleshooting.

Only steps 19 and 20 are to troubleshoot recent computer problems.
The dump file can be debugged.

I have done the UEFI tests. It found an error on the hard disk (read error based on running Disk Sentinel). I ran a CHKDSK /F which said it was fixing, but it did not succeed.

The pictures of the tests is below:

Trying put pics in next post. They are not uploading here for some reason...

- - - Updated - - -

Picturres below. I had to resize them smaller.



Interestingly, the Hard Disk Sentinel does not find any problems unless I run the diags. I guess I need to be sure I have current backups, and get that Cruicial SSD replaced. I don't know if it is related to my problem.

I have the overnight tests to run. I'll try to remember to do that tonight.