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SUPPORT COMMUNICATION- CUSTOMER ADVISORY

Document ID: c06435944

Version: 1

HP Elite x2 G4, EliteBook G4, G6, x360 G6, ZBook G6, ZHAN X G2 Notebook PCs - Error 'DRIVER_POWER_STATE_FAILURE' Is Generated During a Bluetooth File Transfer

Notice:: The information in this document, including products and software versions, is current as of the release date.The document is subject to change without notice.

Release date : 29-Aug-2019

Last updated : 30-Aug-2019

DESCRIPTION
The error DRIVER_POWER_STATE_FAILURE is displayed on a blue screen. This occurs during a Bluetooth file transfer session. The error occurs after about 5 minutes while waiting for the Bluetooth file transfer to complete.
Bugcheck Analysis: DRIVER_POWER_STATE_FAILURE (9f). A driver has failed to complete a power IRP within a specific time. Error: 0000009F, Process: System, File: BTHUSB.sys.
The following message is displayed:
Your PC ran into a problem and needs to restart. We're
just collecting some error info, and then you can restart.
Stop Code: DRIVER_POWER_STATE_FAILURE
Image of blue screen displaying DRIVER_POWER_STATE_FAILURE stop code

SCOPE
The information in this document applies to the following:
Computers:
  • HP Elite x2 G4 Tablet with Keyboard
  • HP EliteBook 830 G6 Notebook PC
  • HP EliteBook 836 G6 Notebook PC
  • HP EliteBook 840 G6 Healthcare Edition Notebook PC
  • HP EliteBook 840 G6 Notebook PC
  • HP EliteBook 850 G6 Notebook PC
  • HP EliteBook x360 1030 G4 Notebook PC
  • HP EliteBook x360 1040 G6 Notebook PC
  • HP EliteBook x360 830 G6 Notebook PC
  • HP ZBook 14u G6 Mobile Workstation
  • HP ZBook 15 G6 Mobile Workstation
  • HP ZBook 15u G6 Mobile Workstation
  • HP ZBook 17 G6 Mobile Workstation
  • HP ZHAN X 13 G2 Notebook PC
Operating Systems:
Microsoft Windows 10 RS5 (Version 1809)
RESOLUTION
To resolve this issue, perform one of the options listed below:
Option 1. Perform Windows Updates.
  1. Connect the computer to the internet.
  2. Click Start.
  3. Select the Settings icon.
  4. Select Update & security.
  5. Select Windows Updates.
  6. Select Check for updates.
  7. Windows Update will download and install the updates automatically (a restart may be required).
  8. Go back to Windows Updates and select Update history.
  9. Confirm update KB4507469 is installed.
  10. Close the Control Panel.
Option 2. Refer to the following link to download and install KB4507469 to install the update.
Option 3. Refer to the following link for more information on using Nearby Share to transfer files with Bluetooth or Wi-Fi.

Hardware platforms affected : HP Elite x2 G4 Tablet with Keyboard, HP EliteBook 830 G6 Notebook PC, HP EliteBook 836 G6 Notebook PC, HP EliteBook 840 G6 Healthcare Edition Notebook PC, HP EliteBook 840 G6 Notebook PC, HP EliteBook 850 G6 Notebook PC, HP EliteBook x360 1030 G4 Notebook PC, HP EliteBook x360 1040 G6 Notebook PC, HP EliteBook x360 830 G6 Notebook PC, HP ZBook 14u G6 Mobile Workstation, HP ZBook 15 G6 Mobile Workstation, HP ZBook 15u G6 Mobile Workstation, HP ZBook 17 G6 Mobile Workstation, HP ZHAN X 13 G2 Notebook PC

Operating systems affected : Not applicable

Software affected : Not applicable

Support Communication Cross Reference ID : IA06435944

HP Inc. shall not be liable for technical or editorial errors or omissions contained herein.The information provided is provided "as is" without warranty of any kind.To the extent permitted by law, neither HP or its affiliates, subcontractors or suppliers will be liable for incidental, special or consequential damages including downtime cost; lost profits; damages relating to the procurement of substitute products or services; or damages for loss of data, or software restoration.The information in this document is subject to change without notice.HP Inc. and the names of HP products referenced herein are trademarks of HP Inc. in the United States and other countries.Other product and company names mentioned herein may be trademarks of their respective owners.

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