Multiple laptop issues - BSODs, mouse & keyboard locking up, etc.

[Leaflove]

Hello,

Over the last couple of weeks, I've been encountering multiple problems with my laptop (an HP 14-al061nr). I've encountered multiple BSODs, moments where the mouse and keyboard lock up and the only thing I can do is hold down the power button to shut the laptop down, and moments where the screen will momentarily go black, with a message popping up in the lower right corner saying that the display driver stopped working. The most recent error I've gotten is a "Your computer can't come out of hibernaton" error when I opened my laptop after it was on and closed for several hours, followed by a "Windows failed to start" screen when I tried restarting, informing me that the Boot Information Data for my PC was missing or contained errors.

There doesn't appear to be any rhyme or reason to when these errors appear, and the BSODs always seem to be different -- I've seen MEMORY_MANAGEMENT, BAD_POOL_HEADER and PAGE_FAULT_IN_NONPAGED_AREA.

I've tried running Windows Update, Windows Memory Diagnostic (no errors were detected) and sfc /scannow. I've also tried cleaning my computer with Zookaware, but still continue encountering errors.

I'd like to get this problem solved before it develops into anything more serious, so I'd greatly appreciate some help in getting it fixed.


Thanks in advance!


Note: My computer is an HP 14-al061nr laptop, which comes with Windows 10 installed. However, I'm running Windows 7 on it because I really disliked Windows 10. (Also, I didn't post this in the BSODs forum because there were other problems as well.)

 

[Paul Black]

Hi Leaflove,

Welcome to SevenForums!

I've encountered multiple BSODs...

How to post BSOD => BSOD - Posting Instructions.

The most recent error I've gotten is a "Your computer can't come out of hibernaton" error when I opened my laptop after it was on and closed for several hours, followed by a "Windows failed to start" screen when I tried restarting, informing me that the Boot Information Data for my PC was missing or contained errors.

[1] Have you tried turning Hibernation off and then restarting?
[2] Have you got a system restore point prior to this problem starting that you could try?
[3] Have you run CHKDSK [Check Disk] and SFC [System File Checker]?

 

[Paul Black]

Hi Leaflove,

Update System Specifications

Please update your system specifications in your UserCP => Edit System Spec setup. It will help us to help you!

This SevenForums tutorial [Published by Brink and written by CyberZeus] makes this task very easy and quick to do. Click here => System Info - See Your System Specs.

Thanks.

 

[Megahertz07]

You may have a disk problem

- Check your disk. Open a CMD window as admin and type:
chkdsk c: /f
It will say that the disk is in use and if you want do schedule to next start = yes

- Do a system file check. Open a CMD window as admin and type:
sfc /scannow

 

[Leaflove]

Okay. I've uploaded my system spec info and attached the info generated by the dm log collector.

To answer your questions:

1) This is the first time I've encountered this hibernation problem in a long time. If it happens again, I'll consider disabling hibernation.

2) I don't have any system restore points on this computer.

3) I ran CHKDSK and SFC. No problems were detected in either case.


(Sorry for posting in the wrong section!)

 

[Leaflove]

Sorry, Megahertz07 -- I didn't see your post when I made my reply.

I ran the chkdsk c: /f command, but it seemed to end abuptly when it was around 40% completed. I didn't see any errors reported before then, though.

I also ran sfc scannow and it reported that no integrity violations were detected.

 

[Paul Black]

Hi Leaflove,

I ran the chkdsk c: /f command, but it seemed to end abuptly when it was around 40% completed. I didn't see any errors reported before then, though.

CHKDSK [Check Disk] - Log File

NOTE: The CHKDSK log can be found in the Event Viewer:

[1] Click Start.
[2] In the search box type eventvwr.msc and press Enter.
[3] On the left-hand side under Event Viewer (Local) expand Windows Logs and click Application.
[4] On the right-hand side under the Actions pane click Filter current log.
[5] In the Event Sources: dropdown box list select Wininit and press Enter, then click OK.

You should now only see the CHKDSK log files displayed from the Wininit Event Sources] and the information pertaining to each of them.

I hope this helps!

 

[philc43]

According to your logs you have a huge number of corrected hardware errors.

Your motherboard chipset drivers may need updating.

 

[Leaflove]

Okay - I downloaded and installed a BIOS update from HP's site. I'll see how things are over the next week or so (these errors have been happening around 1-2 times a week).


Paul: Thanks for the guidance. I don't recall seeing anything in the log that seemed that concerning. Should still I post the full text here?

 

[Megahertz07]

Yes, post the check disk results.

philc43 has seen your log and found a Device error.

Open Device manager. Do you have any yellow alert mark?

 

[Leaflove]

Okay - here's the chkdsk log:

Checking file system on C:
The type of the file system is NTFS.
Volume label is Windows 7.


A disk check has been scheduled.
Windows will now check the disk.

CHKDSK is verifying files (stage 1 of 3)...
464384 file records processed. File verification completed.
3575 large file records processed. 0 bad file records processed. 0 EA records processed. 89 reparse records processed. CHKDSK is verifying indexes (stage 2 of 3)...
584628 index entries processed. Index verification completed.
0 unindexed files scanned. 0 unindexed files recovered. CHKDSK is verifying security descriptors (stage 3 of 3)...
464384 file SDs/SIDs processed. Cleaning up 13 unused index entries from index $SII of file 0x9.
Cleaning up 13 unused index entries from index $SDH of file 0x9.
Cleaning up 13 unused security descriptors.
Security descriptor verification completed.
60123 data files processed. CHKDSK is verifying Usn Journal...
41933080 USN bytes processed. Usn Journal verification completed.
Windows has checked the file system and found no problems.

310064124 KB total disk space.
272634824 KB in 387184 files.
147132 KB in 60124 indexes.
0 KB in bad sectors.
581860 KB in use by the system.
65536 KB occupied by the log file.
36700308 KB available on disk.

4096 bytes in each allocation unit.
77516031 total allocation units on disk.
9175077 allocation units available on disk.

Internal Info:
00 16 07 00 57 d3 06 00 f7 7a 07 00 00 00 00 00 ....W....z......
8a 06 00 00 59 00 00 00 00 00 00 00 00 00 00 00 ....Y...........
00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 00 ................

Windows has finished checking your disk.
Please wait while your computer restarts.

I see several items with alert marks beside them in Device Manager, all under Other Devices. Six are labeled "Bluetooth Peripheral Device", with one more labeled "Unknown Device".

 

[Megahertz07]

You have missing hardware drivers and that could cause the BSOD.
Could you please take a snapshot of device manager and post it here.
Use the paper clip on the answer box - browse to the image file - upload.

As your laptop is a new computer that probably came with Win 7, who has installed Win 7?

 

[Leaflove]

You have missing hardware drivers and that could cause the BSOD.
Could you please take a snapshot of device manager and post it here.

Okay. Here it is:
View attachment 406894

As your laptop is a new computer that probably came with Win 7, who has installed Win 7?

I did. My computer has a dual-boot system where I have Windows 7 and Windows 10 installed.

 

[Megahertz07]

Lets find fist the Unknown device driver. It's probably the chipset driver.
Right click on the Unknown device - properties - Details tab. Select on the pull down menu Hardware ID.
The fist line should be a string like PCI\VEN_8086&DEV_A145&SUBSYS_50011458&REV_31
Right click on the fist line - copy and paste it here so we can look for the driver.

 

[Leaflove]

Okay. Here's the first line:
ACPI\HPQ6007

 

[Megahertz07]

Don't think that is the Hardware ID
Right click on the Unknown device - properties - Details tab. Select on the pull down menu Hardware ID.

 

[Leaflove]

View attachment 406901

 

[philc43]

HPQ6007 is connected with the HP 3D Drive Guard or HP ProtectSmart software. Is this something you can update or reinstall?

 

[Megahertz07]

You were right. The missing driver is for an accelerator meter (to protect the HDD)
I found the driver here http://download.drp.su/driverpacks/...D-ACCELEROMETER-HPQ0007-7x64-6.0.13.1-drp.zip

Extract the zip and from device manager do a driver update.


Install and run the Intel driver update.
Intel(R) Driver & Support Assistant
If the Bluetooth is a Intel device it will install the driver

 

[Leaflove]

Okay -- now Device Manager only has one device with an alert listed, labeled Bluetooth Peripheral Device. The two items in its Hardware Ids list are:

BTHENUM\{b9b213ce-eeab-49e4-8fd9-aa478ed1b26b}_VID&00010039_PID&1582
BTHENUM\{b9b213ce-eeab-49e4-8fd9-aa478ed1b26b}_LOCALMFG&0002