WHEA uncorrectable errors...

[AndyWoo]

So my computer (HP Victus 16) keeps having this problem mentioned above. I have blue screen quite often. It never happens when I'm working on something, but weirdly, when I do simple stuff, like clicking "turn off" button, or close the internet browser, blue screen appears.

I already have done most of the test, like shkdsk, HP Diagnostic program, also memory test, Intel Processor Diagnostic Tool. All of them said I have no problem. Also test from BIOS stuff, like testing on boot screen. No problems were detected at all.

All my drivers are new as well.

Some posts say that undervolting can be a problem, also I didn't do that as well.

Also I have re-installed the window as well but still same.

here I attach the log. Thank you!

WHEA_UNCORRECTABLE_ERROR (124)
A fatal hardware error has occurred. Parameter 1 identifies the type of error
source that reported the error. Parameter 2 holds the address of the
nt!_WHEA_ERROR_RECORD structure that describes the error condition. Try !errrec Address of the nt!_WHEA_ERROR_RECORD structure to get more details.
Arguments:
Arg1: 0000000000000004, PCI Express Error
Arg2: ffffe683a5c6b028, Address of the nt!_WHEA_ERROR_RECORD structure.
Arg3: 0000000000000000
Arg4: 0000000000000000

Debugging Details:
------------------


KEY_VALUES_STRING: 1

    Key  : Analysis.CPU.mSec
    Value: 1093

    Key  : Analysis.Elapsed.mSec
    Value: 13799

    Key  : Analysis.IO.Other.Mb
    Value: 0

    Key  : Analysis.IO.Read.Mb
    Value: 2

    Key  : Analysis.IO.Write.Mb
    Value: 1

    Key  : Analysis.Init.CPU.mSec
    Value: 92

    Key  : Analysis.Init.Elapsed.mSec
    Value: 12664

    Key  : Analysis.Memory.CommitPeak.Mb
    Value: 97

    Key  : Bugcheck.Code.LegacyAPI
    Value: 0x124

    Key  : Dump.Attributes.AsUlong
    Value: 1008

    Key  : Dump.Attributes.DiagDataWrittenToHeader
    Value: 1

    Key  : Dump.Attributes.ErrorCode
    Value: 0

    Key  : Dump.Attributes.KernelGeneratedTriageDump
    Value: 1

    Key  : Dump.Attributes.LastLine
    Value: Dump completed successfully.

    Key  : Dump.Attributes.ProgressPercentage
    Value: 0

    Key  : Failure.Bucket
    Value: 0x124_4_GenuineIntel_PCIEXPRESS_UNSUPPORTED_REQUEST_IMAGE_GenuineIntel.sys

    Key  : Failure.Hash
    Value: {b18ac8da-121f-91e6-9956-cf4674a1bbda}


BUGCHECK_CODE:  124

BUGCHECK_P1: 4

BUGCHECK_P2: ffffe683a5c6b028

BUGCHECK_P3: 0

BUGCHECK_P4: 0

FILE_IN_CAB:  012124-14421-01.dmp

DUMP_FILE_ATTRIBUTES: 0x1008
  Kernel Generated Triage Dump

BLACKBOXBSD: 1 (!blackboxbsd)


BLACKBOXNTFS: 1 (!blackboxntfs)


BLACKBOXPNP: 1 (!blackboxpnp)


BLACKBOXSCM: 1 (!blackboxscm)


BLACKBOXWINLOGON: 1

CUSTOMER_CRASH_COUNT:  1

PROCESS_NAME:  System

STACK_TEXT:  
fffff804`7c427c48 fffff804`75efed2b     : 00000000`00000124 00000000`00000004 ffffe683`a5c6b028 00000000`00000000 : nt!KeBugCheckEx
fffff804`7c427c50 fffff804`74fa10c0     : ffffe683`a5c6b028 fffff804`7c427d59 ffffe683`a5c6b028 ffffe683`a5c329c0 : nt!HalBugCheckSystem+0xeb
fffff804`7c427c90 fffff804`7600e346     : ffffe683`a5c6b028 fffff804`7c427d59 ffffe683`a5c6b028 ffffe683`a5c32960 : PSHED!PshedBugCheckSystem+0x10
fffff804`7c427cc0 fffff804`7600e735     : 00000000`00000000 00000000`00000000 ffffe683`a5c6b028 ffffe683`a5c0a1d4 : nt!WheaRecoveryBugCheck+0x56
fffff804`7c427cf0 fffff804`7aa6ecb5     : ffffe683`a5c0a1d4 ffffe683`a5c0a1d4 00000000`00000000 00000000`00000500 : nt!WheaReportHwError+0x3d5
fffff804`7c427dc0 fffff804`7aa69251     : 00000000`00000130 ffffe683`a5c32150 00000000`00000000 ffffe683`a5c30190 : pci!PciRpRcecHandleAerInterrupt+0x2e9
fffff804`7c427e20 fffff804`7aa699c6     : ffff8281`7833fc00 fffff804`7c427ed0 ffff8281`7833fd30 fffff804`7c427fb0 : pci!ExpressRootPortAerInterruptRoutine+0xa1
fffff804`7c427e90 fffff804`7aa69a89     : ffff8281`7833fc80 fffff804`75e88d8d 00000000`00000000 fffff804`7c418a00 : pci!ExpressRootPortInterruptRoutine+0x46
fffff804`7c427ef0 fffff804`75d3fa01     : ffffe683`a24f1040 ffffe683`b3278080 00000000`0000073c fffff804`7c418a70 : pci!ExpressRootPortMessageRoutine+0x9
fffff804`7c427f20 fffff804`75d24bfd     : ffffe683`b3278080 fffff804`75cb8bcc fffff804`71cf1180 ffff8281`7833fc80 : nt!KiInterruptMessageDispatch+0x11
fffff804`7c427f50 fffff804`75e18a3f     : fffff804`7c418a70 ffff8281`7833fc80 ffffe683`b3278080 fffff804`75e200b0 : nt!KiCallInterruptServiceRoutine+0x16d
fffff804`7c427f90 fffff804`75e18d07     : 00000006`179ce976 ffffe683`00000000 00000006`17851d42 00000000`00000000 : nt!KiInterruptSubDispatch+0x11f
fffff804`7c4189f0 fffff804`75e1b9ea     : 00000000`00000000 fffff804`71982340 fffff804`7674d700 ffffe683`b55d2080 : nt!KiInterruptDispatch+0x37
fffff804`7c418b80 00000000`00000000     : fffff804`7c419000 fffff804`7c412000 00000000`00000000 00000000`00000000 : nt!KiIdleLoop+0x5a


MODULE_NAME: GenuineIntel

IMAGE_NAME:  GenuineIntel.sys

STACK_COMMAND:  .cxr; .ecxr ; kb

FAILURE_BUCKET_ID:  0x124_4_GenuineIntel_PCIEXPRESS_UNSUPPORTED_REQUEST_IMAGE_GenuineIntel.sys

OSPLATFORM_TYPE:  x64

OSNAME:  Windows 10

FAILURE_ID_HASH:  {b18ac8da-121f-91e6-9956-cf4674a1bbda}

Followup:     MachineOwner
---------

[VonM_Intel]

Hi, AndyWoo.

Thank you for posting in the Intel Communities. I understand that you are having a BSOD error: WHEA_UNCORRECTABLE_ERROR, we can definitely help you with that. Please know, however, that the error "WHEA_UNCORRECTABLE_ERROR" stands for Windows Hardware Error Architecture. If you receive a blue screen error (also known as a stop code) with WHEA_UNCORRECTABLE_ERROR, it means that a hardware issue has occurred on your computer. Issues could be related to such things as hard drives, processors, power supply, and bad or corrupted memory (DRAM). It also could be that the device drivers are outdated or corrupted. Another reason could be voltage changes.

To better assist you, we would like to ask for the following details:

• What is the Windows operating system (Is it Windows 10 or Windows 11)?
• What is the make and model of the processor that you are using?
• If possible, kindly provide us with your Intel SSU logs, as it would really help us if we could get more information about your system.

For Intel SSU logs, you may perform the following:

1. Download the Intel® System Support Utility and save the application to your system. (https://www.intel.com/content/www/us/en/download/18377/intel-system-support-utility-for-windows.html)
2. Open the application, tick Everything, and click Scan to see system and device information. The Intel® System Support Utility defaults to the Summary View on the output screen following the scan. Click the menu where it says summary to change to Detailed View. 
3. To save your scan, click Next and click Save. You can save the file to any accessible location on your computer. 
4. Attach the text file here.

Looking forward to your response. Have a nice day ahead!

Best regards,

Von M.

Intel Customer Support Technician

[AndyWoo]

Hello, thanks for your reply. Here I attached the SSU log file.

I use Windows 11 (23H2). 13th Gen Intel(R) Core(TM) i5-13500HX is my processor.

I believe more information is in the log file.

Thank you and have a nice day!

[VonM_Intel]

Hi, AndyWoo.

Thank you for waiting. After looking carefully into the issue, this might be caused by many different reasons. 

To fix it, try the following tips in order, as the first or any following step might resolve your issue. 

• Reboot the system and enter BIOS settings, set the BIOS to its default settings, and reboot the system.
• Remove any hardware or drivers that were installed recently to see if they are causing the issue.
• If unable to start with normal mode, start Windows in safe mode.
  • Check if there are any driver errors in the device manager and update the device driver for the devices that are showing errors. 
• Get the latest updates with Windows Update. Go to Settings → Update & security → Windows Update, and then select Check for updates. When done, reboot your system.
• Check if there are any hardware issues.
  • Try to boot with minimal hardware settings (for example, one DRAM, less hardware components on your system).
  • Test DRAM: Try the Windows 10 app called Windows Memory Diagnostic to check for memory issues.
  • Test the processor, using the Intel® Processor Diagnostic Tool which can be downloaded here. For more information about the tool, see The Intel® Processor Diagnostic Tool.
  • Check the power supply.
  • Try to test other hardware in the system. (For example, if another working hard drive is available, then use it instead.) 

You may also visit this Microsoft link: (https://support.microsoft.com/en-us/windows/how-to-fix-whea-uncorrectable-error-7c49d78a-2792-96cf-2268-abbe9d9eb29f) for more details.

Best regards,

Von M.

Intel Customer Support Technician

[AndyWoo]

Thank you for your reply. I have tried most of methods that you kindly mentioned.

• BIOS setting - I tried.
• Remove hardware or driver - I have no extra hardware other than basic stuff installed from factory. I might have some updated drivers, but I already have re-installed the Windows after this problem occured, so drivers which were updated before re-install cannot be deleted.
• Safe mode - fortunately I can turn on my laptop without problem, so I don't need safe mode
• Latest update - Yes I tried.
• Hardware issue - I tried that Intel Processor Diagnostic Tool, Memory Diagnostic Tool, HP PC Hardware Diagnostic Tool and even Memtest86. I found no problems from any of these tools. I tested multiple times. 

I found the error ID from dump debugger:

FAILURE_BUCKET_ID: 0x124_4_GenuineIntel_PCIEXPRESS_UNSUPPORTED_REQUEST_IMAGE_GenuineIntel.sys

Here I also attach the analyze of  my most recent dump file. I don't know if it will help but I hope.

Thank you for your kind help and have a nice day!

AndyWoo

[VonM_Intel]

Hi, AndyWoo.

Thank you for your response and for sending the dump debug text file. I've tried to analyze the dump files and noticed 'GenuineIntel.sys'. However, I've seen that you are using two graphics, the Intel(R) UHD Graphics and NVIDIA GeForce RTX 4060. 

To further Isolate the issue, may we know what graphics you are using? If you are using the NVIDIA Graphics, kindly try to disable it in the meantime try the IGPU on the laptop, and check if the issue/error persists.

Looking forward to your response. Have a nice day ahead!

Warm Regards,

Von M.

Intel Customer Support Technician

[AndyWoo]

Hello, thanks again for your kind reply.

This problem only occurs when I do light works which doesn't require NVIDIA Graphics (most of the time, blue screen shows up when I click "power off"). It never happened when I play games or some demanding process that uses NVIDIA GPU. So I'm sure it only happens when I use Intel GPU.

Always thank you for your help and have a nice day!

Best regards,

AndyWoo

[VonM_Intel]

Hi, AndyWoo.

Thank you for your confirmation. I have conducted some research on my end, and I have noticed that you already installed the latest driver for Intel UHD Graphics (for HP Victus 16), i5-13500HX), and most of the time, a blue screen with an error code appears when you're going to power off the system. I also noticed that you are using an OEM manufacturer device (HP Victus 16). Since this is an OEM (Original Equipment Manufacturer), please be advised that our support may be limited since we are not familiar with the technology, settings, customizations, custom drivers, and features that the OEM has designed and installed on your system. 

At this rate, we would recommend checking with your computer manufacturer: (https://www.intel.com/content/www/us/en/support/contact-intel.html?tab=system-manufacturers) and using the driver software, to avoid potential installation compatibilities that may result in the system crashing or displaying a Blue Screen Error. Also, please be guided that Intel® only supplies generic versions of Graphics Drivers for general purposes. Computer manufacturers might have changed the features, incorporated customizations, or made other changes to the driver software or software packaging.

Please let us know if you have any further questions or clarifications.

Best regards,

Von M.

Intel Customer Support Technician

[AndyWoo]

Hello. Thanks again for your kind reply. I decided to bring my laptop to the manufacturer’s service center. I hope they will figure out.

Thank you so much for your kind comments.

Best regards,
AndyWoo

[maheshsh]

Hi Andy,

I am facing same issue with my HP Omen 16. What was the outcome for you? Did you find the rootcause?

[rk_vishwa]

may i know how you fixed the issue. because am also having the same exact problem. Any solution would helpful please

[jofeltje]

try disabling memory integrity in windows defender settings and disabling microsoft gameinput in windows services

[rk_vishwa]

thanks for the reply. I'll check now

[rk_vishwa]

still same issue. i did everything but the problem still exists. is there any other solution for this problem please..

[jofeltje]

if you have crash dump files enabled on your pc, go to your windows folder and search for a folder called minidump. take the dump file that was created during the crash and put it in windbg, click on analyse once it is loaded and scroll down. does it say something related to genuineIntel.sys?

[rk_vishwa]

yeah. I checked and the fatal error cause was that.

[jofeltje]

hmm for me and all my friends the reason for that error was because of memory integrity and microsoft gameservice being on after updating to windows 11. i am not sure if i can help you further, i would recommend you to make sure your bios is up to date with the latest version but for the rest i am clueless sorry

[jofeltje]

1 thing you could do is enable driver verifier but be careful with this as it will force a bluescreen when your pc turns off and sometimes windows wants to reset after too many of these blue screens, before you do this make sure you have a system restore point just in case and watch some tutorials on youtube about it

[rk_vishwa]

am also having the problem in windows 11 and everything same as described in original post. is there any video tutorial to fix this?

[VonM_Intel]

Hi, AndyWoo.

Thank you for letting us know. 

If you need any additional information, please submit a new question as this thread will no longer be monitored.

Best regards,

Von M.

Intel Customer Support Technician

[Banos]

Hello,

please, i wanna find solution for blue screen of laptop. please, find the attached text file