[SUGGESTION] To all analysts: HP Envy 700-074 model BIOS corruption, bug, etc

Patrick · Jan 4, 2014

-- To anyone reading this that is experiencing this problem, please update your BIOS with the 4/22 BIOS that HP released for your model - HP Drivers and Downloads for Printers, Scanners and More | HP ® Support

Hi analysts!

It has come to my attention that there is a serious issue with the BIOS of this HP model - Software & driver downloads HP ENVY 700-074 Desktop PC | HP® Support

What's happening is there is a frequency of ACPI_BIOS_ERROR (a5) bug checks.

This bug check indicates that the Advanced Configuration and Power Interface (ACPI) BIOS of the computer is not fully compliant with the ACPI specification.

BugCheck A5, {1000, 0, 80001000, 25}

The 1st parameter so far has always been 1000.

1000 = ACPI_BIOS_USING_OS_MEMORY.

ACPI had a fatal error when processing a memory operation region. The memory operation region tried to map memory that has been allocated for OS usage.

This bug check appears generally in these 2 scenarios:

1. BIOS bug / corrupt and needs to be solved with an update or return to manufacturer.

2. Rootkit (not very common).

In our case, it's #1. What exactly is going on? I cannot be entirely too sure, although this is clearly a widespread issue regarding that specific model's BIOS. I wonder if I should contact HP and let them know if they do not already? For reference, a BIOS update is not currently available for that specific model, so not entirely sure what the end user can do.

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Two threads where it's occurring, I will update if I see anymore:

1. Windows 8 crashes after entering sleep mode - Microsoft Community

2. Brand new computer running Windows 8 - 2 crashes in first day - Microsoft Community

jcgriff2 · Jan 5, 2014

Have you seen this in both Windows 8 & Windows 8.1?

I noticed the dumps in both threads were W8 build 9200.

Patrick · Jan 5, 2014

I've only seen it on Windows 8 so far. I haven't recommended an update to 8.1 because if this is BIOS related, a crash could occur during the upgrade and that would not be good.

x BlueRobot · Jan 5, 2014

I may search into this a little more, have you contacted HP?

x BlueRobot · Jan 5, 2014

I think this is strongly related to the BIOS, or a even a ACPI driver.

For information about Operating Regions, please check the latest ACPI Specification - ACPI - Advanced Configuration and Power Interface

Supporting ACPI Devices (Windows Drivers)
Error Message: ACPI BIOS Is Attempting to Create an Illegal Memory OpRegion
Bug Check 0xA5: ACPI_BIOS_ERROR (Windows Debuggers)

Patrick · Jan 5, 2014

I'm going to contact HP, but I am unsure which part of HP to exactly contact to get a 'serious' reply.

x BlueRobot · Jan 5, 2014

HP Technical Support?

HP Products

Patrick · Jan 5, 2014

Will send an email here in a bit and see what's up!

x BlueRobot · Jan 6, 2014

Hopefully you'll get a response, and they'll actually take a look into the potential BIOS bug. HP is meant to be a partner for ACPI compliant BIOS chips.

x BlueRobot · Jan 8, 2014

Okay, I've only managed to find some time now, to check the ACPI Specification, and operating regions are described from Page 33. I'm going to write this bugcheck into a blog post.

x BlueRobot · Jan 8, 2014

Update:

I've found a few debugging methods:

Debugger Extensions (requires checked ACPI.sys) - ACPI Debugging (Windows Debuggers)

RW-Everything (freeware) - RWEverything | Read & Write Everything

ACPIScope (free trail for 15 days) - APSoft, Germany

You'll need to check the ACPI Spec to understand the information the tools provide. I'm too sure how useful these tools will be for the ACPI bugchecks, since I just started having a quick browse through Google and the documentation.

Patrick · Jan 12, 2014

Okay, sorry for the late reply in regards to this. Harry, I replied to your tweet, but I will also post it here since I have a lot more character space : )

I cannot find a place to contact HP and/or support directly without actually owning an HP machine. There doesn't seem to be (or I am blind) a basic email service that you don't need a service tag for. If you don't have one, you will be 'charged' for calling support. So, with that said, I registered to their forums and posted about - HP Envy 700-074 model BIOS corruption, or bug, etc. - HP Support Forum - 3348143

I have no idea if it will get noticed there, but I am trying to figure a better way in the meantime.

Regards,

Patrick

x BlueRobot · Jan 13, 2014

I've got a HP laptop, I'll see if I can send a e-mail.

Patrick · Jan 13, 2014

Great, let me know how it goes.

Patrick · Jan 13, 2014

Slight update...

My issue has been escalated on the HP forums as I was told no official HP presence is held on those forums, and I was also asked to contact HP. Again, this is still an issue as I have no actual warranty on an HP product. I've asked if there was a way to get into contact with HP if I have no actual warranty.

genuwine4532 · Jan 14, 2014

I found this thread after my Envy, which I bought two days has crashed 12 times since in sleep mode.

I have exact same errors on my dmp files as listed here. I called HP support as a customer and unfortunately they don't know SQUAT!!

He said, it's either a motherboard hardware problem or an OS Win 8 corruption issue, the only way he can tell is to go in to my PC and restore to factory settings to determine which is the case.

I declined, will return PC to store tomorrow, if I have to start fresh and reinstall all my programs, data and files that I spent the last two days adding to this PC, I would rather just get a new one.

He had no idea of this problem's existence and has not heard of it before, so word has not reached HP thus far.

I informed him that he needs to let his superiors know that this is a major F'up on their end and I am not the only one with this issue, he said he would, riiiiight.

Disappointing, it was a nice computer other wise.

Patrick · Jan 14, 2014

I got quite the laugh, because I came here to post that there was another person saying they had the issue here - Windows 8 crashes after entering sleep mode - Microsoft Community

I suppose that is YOU? :lol:

Right, well, as I said... I have no idea what I can do. I mean, realistically, they will learn about it after they receive hundreds of phone calls regarding the same model having a BIOS issue over & over again. I would really like for this to come to light though, or get in contact with someone at HP so I can find out what's going on. I posted on their forums and supposedly it has been escalated, but that's really it. xBlueRobot is going to try and get into contact with HP given he has a warranty for an HP device and/or machine.

genuwine4532 · Jan 14, 2014

Patrick said:
I got quite the laugh, because I came here to post that there was another person saying they had the issue here - Windows 8 crashes after entering sleep mode - Microsoft Community

I suppose that is YOU? :lol:

Right, well, as I said... I have no idea what I can do. I mean, realistically, they will learn about it after they receive hundreds of phone calls regarding the same model having a BIOS issue over & over again. I would really like for this to come to light though, or get in contact with someone at HP so I can find out what's going on. I posted on their forums and supposedly it has been escalated, but that's really it. xBlueRobot is going to try and get into contact with HP given he has a warranty for an HP device and/or machine.

Yes it was me, lol.

UPDATE: As a last minute idea, I decided what the heck and updated to Win 8.1, and guess what, tested 20 times in hibernate and sleep mode and NO ERRORS, NO CRASHES, I think that might have been the fix.

Still going to wait till I wake up and let it sit for a few hours, but before the instant it went into sleep or hibernate the crash happened, so I think updating to Win 8.1 is the trick.

Now, you're the expert, I'm not, if this is the fix, and all is well for a couple of days and this PC is really nice overall, is it safe to keep it? I think this had to do more with Windows than HP, what do you think?

Patrick · Jan 14, 2014

Indeed, it's safe to keep it if the issue doesn't persist on 8.1. That would make sense if the device drivers for the hardware were optimized and designed in mind for Windows 8.1, and not 8. That would be incredibly ridiculous, but it's possible. Definitely keep us updated.

genuwine4532 · Jan 14, 2014

Patrick said:
Indeed, it's safe to keep it if the issue doesn't persist on 8.1. That would make sense if the device drivers for the hardware were optimized and designed in mind for Windows 8.1, and not 8. That would be incredibly ridiculous, but it's possible. Definitely keep us updated.

Just tried again 4 times in sleep and hibernate, no crashes. Walked away from it for 20 minutes, it went into sleep and no problems.

I may have lost confidence in HP, might have to go get a Dell XPS or Cyberpower, for an extra $230 I can upgrade to an i7 and HDMI ports, none of which is on the HP. What do you think?

[SUGGESTION] To all analysts: HP Envy 700-074 model BIOS corruption, bug, etc

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