topic Re:HP Elitebook 840 keeps crashing - unable to turn display on in Graphics

HP Elitebook 840 keeps crashing - unable to turn display on

LChaim — Thu, 02 Jun 2022 18:15:58 GMT

When I come back to my computer (an 8th gen HP Elitebook 840 running Windows 11 with all of the latest drivers and windows updates), after it has been sleeping and try to turn it on, it frequently just reboots. Note the laptop is plugged into 2 Dell monitors via USB-C-DisplayPort cables with the laptop itself closed.

Here's the error in my system event log -

The computer has rebooted from a bugcheck. The bugcheck was: 0x0000019c (0x0000000000000050, 0xffffd50d62c55500, 0x0000000000000000, 0x0000000000000000).

From a review online, it appears this bugcheck error occurs when the computer is not able to turn the displays on. And the first parameter indicates a paging error I think within the video driver.

Can we get this bug fixed?

Thanks!

Re:HP Elitebook 840 keeps crashing - unable to turn display on

Alberto_R_Intel — Fri, 03 Jun 2022 19:13:52 GMT

LChaim, Thank you for posting in the Intel® Communities Support.

In order for us to provide the most accurate assistance on this matter, we just wanted to confirm a few details about your system:

What is the model of the Intel® processor?

Is this a new computer?

When did you purchase it?

What is the model of the 2 Dell monitors?

You mention one screen is connected "via USB-C-DisplayPort cables", and the other one?

Was this problem happening before?

When did the issue start?

Did you make any recent hardware/software changes that might cause this issue?

Which specific Windows* version are you using?

Does the problem happen at home or in the work environment?

Please attach the SSU report so we can verify further details about the components in your platform, check all the options in the report including the one that says "3rd party software logs":

https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility-for-Windows-?product=91600

Any questions, please let me know.

Regards,

Albert R.

Intel Customer Support Technician

Re:HP Elitebook 840 keeps crashing - unable to turn display on

Alberto_R_Intel — Thu, 09 Jun 2022 20:32:38 GMT

Hello LChaim, I just wanted to check if you saw the information posted previously and if you need further assistance on this matter?

Regards,

Albert R.

Intel Customer Support Technician

Re:HP Elitebook 840 keeps crashing - unable to turn display on

Alberto_R_Intel — Wed, 15 Jun 2022 21:57:41 GMT

Hello LChaim, Since we have not heard back from you, we are closing the case, but if you have any additional questions, please post them on a new thread so we can further assist you with this matter.

Regards,

Albert R.

Intel Customer Support Technician

Re: HP Elitebook 840 keeps crashing - unable to turn display on

LChaim — Wed, 15 Jun 2022 22:17:32 GMT

Sorry I did not see your response. Here are answers to your questions -

What is the model of the Intel® processor? Processor: 11th Gen Intel(R) Core(TM) i5-1145G7 @ 2.60GHz

Is this a new computer? Yes, it's a new HP Elitebook PC for my work

When did you purchase it? Nov 2021

What is the model of the 2 Dell monitors? Dell U3417W

You mention one screen is connected "via USB-C-DisplayPort cables", and the other one? the 2 monitors are connected together via DisplayPort daisy chain.

Note the monitor also has a USB hub which the laptop is connected to. I have an external keyboard/mouse plugged into that hub, and wake up the laptop by clicking the keyboard or moving the mouse (the laptop itself is closed).

Was this problem happening before? it's happened since I received this laptop

When did the issue start? Nov 2021

Did you make any recent hardware/software changes that might cause this issue? Upgrading to Windows 11 did not fix the problem

Which specific Windows* version are you using? Operating System: Microsoft Windows 11 Enterprise(10.0.22000 Build 22000)

Does the problem happen at home or in the work environment? work environment

Because this is a work PC for my employer, I can't run SSU and provide all of those details. However, here's the summary view info if that helps.

Operating System: Microsoft Windows 11 Enterprise(10.0.22000 Build 22000)
Physical Memory (Installed): 16 GB
Processor: 11th Gen Intel(R) Core(TM) i5-1145G7 @ 2.60GHz
System Type: x64-based PC
Display Adapter(s): Intel(R) Iris(R) Xe Graphics 30.0.101.1994
System Manufacturer: HP
System Model: 880D
Network Adapter(s): Bluetooth Device (Personal Area Network) 10.0.22000.653
Intel(R) Wi-Fi 6 AX201 160MHz 22.140.0.3
Realtek USB GbE Family Controller 1153.3.20.1102
TAP-Windows Adapter V9 9.24.6.601
Disk(s): SAMSUNG MZVL2256HCHQ-00BH1 59.50 GB (available) 10.0.22000.1