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SUPPORT COMMUNICATION- CUSTOMER ADVISORY

Document ID: c03434564

Version: 1

HP Notebook PCs - HP EliteBook 8540w With NVIDIA Graphics Experiences Unexpected Shutdown With BCCode 0x124

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 : 27-Jul-2012

Last updated : 27-Jul-2012

DESCRIPTION
The notebook may intermittently experience an unexpected shutdown or blue screen after installing an updated NVIDIA graphics driver either with Windows Update or directly from NVIDIA (such as downloaded from www.nvidia.com).
Figure 1: Error message and problem details
  • The BCCode field for this error is always 124.
  • The BCP2 field for this error may vary each time the error occurs or across different computers.
To see the problem report details in Windows Action Center:
  1. Click Start, type action in the search field, then select Action Center from the search results list.
  2. Click Maintenance then View reliability history.
  3. Click View all problem reports.
  4. Right-click the reported problem and select Technical details.
Figure 2a: The NVIDIA update in Windows Update that causes the issue
Figure 2b: The NVIDIA update in Windows Update that causes the issue (detail)
Note: This version of the NVIDIA graphics driver has already been pulled from Windows Update, so future instances of this issue should be minimal or non-existent.

SCOPE
HP EliteBook 8540w Mobile Workstation
HP EliteBook 8440w Mobile Workstation
HP EliteBook 8540p Notebook PC
HP EliteBook 8440p Notebook PC
RESOLUTION
If You Can Run Windows
In some cases, booting intermittently into Windows may still be possible. If so, download and install the following SoftPaq to resolve this issue.
Softpaq Description
Information
Download
NVIDIA Video Driver and Control Panel
VERSION: 276.21
Important: HP recommends always selecting Custom Install Options and then selecting Perform Clean Install when updating the notebook with NVIDIA graphics driver version 276.21.
Figure 3: Custom install options window
If You Cannot Run Windows
If you cannot run Windows because it persistently crashes or stops responding, do the following:
  1. Restart the notebook and press F8 to run Windows in Safe Mode.
  2. Click Start, type restore in the search field, then select System Restore from the search results.
  3. The System Restore window opens.
    • If the last thing you did was install the NVIDIA update, choose Recommended Restore as it should be the last one.
    • If the problem is intermittent and you installed the update some time ago, click Choose a different restore point and then select the one you believe correlates to when you installed the NVIDIA driver.
  4. When prompted, click Yes to continue. Do not interrupt the restore process.
  5. After the restore process, completes the notebook restarts and loads Windows. If it does not, repeat steps 1-4 to roll back to an earlier restore point.
  6. Once you start Windows, install SP55192.exe and perform a clean install (as described in the previous section) to ensure the driver is installed correctly.

Hardware platforms affected : HP EliteBook 8440p Notebook PC, HP EliteBook 8440w Mobile Workstation, HP EliteBook 8540p Notebook PC, HP EliteBook 8540w Mobile Workstation, HP EliteBook 8540w Mobile Workstation (ENERGY STAR)

Operating systems affected : Microsoft Windows 7 Professional (32-bit) (deleted)

Software affected : Not applicable

Support Communication Cross Reference ID : IA03434551

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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