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HP Commercial Products - Products Stuck in HP Sure Start Recovery Boot Loop After a Microsoft Cumulative Monthly OS Update

The computer may loop back continuously to a Sure Start Recovery error screen.

Description

After installing a cumulative Microsoft Security Update from July 2023 or later, the computer may loop back continuously to a Sure Start Recovery error screen.

Sure Start Recovery Error Message

Screen shot of sure start recovery error message

Scope

The information in this document applies to the following:

Computers

  • HP EliteBook 830 G7 Notebook PC

  • HP EliteBook 835 G7 Notebook PC

  • HP EliteBook 840 G7 Notebook PC

  • HP EliteBook 845 G7 Notebook PC

  • HP EliteBook 850 G7 Notebook PC

  • HP EliteBook 855 G7 Notebook PC

  • HP EliteBook x360 1030 G7 Notebook PC

  • HP EliteBook x360 1040 G7 Notebook PC

  • HP EliteBook x360 830 G7 Notebook PC

  • HP EliteDesk 800 G6 Desktop Mini PC

  • HP EliteDesk 800 G6 Desktop Mini PC

  • HP EliteDesk 800 G6 Small Form Factor PC

  • HP EliteDesk 800 G6 Tower PC

  • HP EliteDesk 805 G6 Desktop Mini PC

  • HP EliteDesk 805 G6 Small Form Factor PC

  • HP EliteDesk 880 G6 Tower PC

  • HP EliteOne 800 G6 24 All-in-One PC

  • HP EliteOne 800 G6 27 All-in-One PC

  • HP mt22 Mobile Thin Client

  • HP mt32 Mobile Thin Client

  • HP mt46 Mobile Thin Client

  • HP ProBook 430 G7 Notebook PC

  • HP ProBook 440 G7 Notebook PC

  • HP ProBook 445 G7 Notebook PC

  • HP ProBook 450 G7 Notebook PC

  • HP ProBook 455 G7 Notebook PC

  • HP ProBook 635 Aero G7 Notebook PC

  • HP ProBook 640 G7 Notebook PC

  • HP ProBook 650 G7 Notebook PC

  • HP ProBook x360 11 G5 EE Notebook PC

  • HP ProBook x360 11 G6 EE Notebook PC

  • HP ProBook x360 435 G7 Notebook PC

  • HP ProDesk 400 G6 Desktop Mini PC

  • HP ProDesk 400 G7 Microtower PC

  • HP ProDesk 400 G7 Small Form Factor PC

  • HP ProDesk 480 G7 PCI Microtower PC

  • HP ProDesk 600 G6 Desktop Mini PC

  • HP ProDesk 600 G6 Microtower PC

  • HP ProDesk 600 G6 PCI Microtower PC

  • HP ProDesk 600 G6 Small Form Factor PC

  • HP ProDesk 680 G6 PCI Microtower PC

  • HP ProOne 400 G6 20 All-in-One PC

  • HP ProOne 400 G6 24 All-in-One PC

  • HP ProOne 440 G6 24 All-in-One PC

  • HP ProOne 600 G6 22 All-in-One PC

  • HP Z1 Entry Tower G6

  • HP Z2 Mini G5 Workstation

  • HP Z2 Small Form Factor G5 Workstation

  • HP Z2 Tower G5 Workstation

  • HP ZBook Firefly 14 G7 Mobile Workstation

  • HP ZBook Firefly 15 G7 Mobile Workstation

  • HP ZBook Fury 15 G7 Mobile Workstation

  • HP ZBook Fury 17 G7 Mobile Workstation

  • HP ZBook Power G7 Mobile Workstation

  • HP ZBook Studio G7 Mobile Workstation

  • HP ZHAN 66 Pro 14 G3 Notebook PC

  • HP ZHAN 66 Pro 15 G3 Notebook PC

  • HP ZHAN 66 Pro A 14 G3 Notebook PC

  • HP Z2 Mini G5 Workstation

  • HP Z2 Small Form Factor G5 Workstation

  • HP Z2 Tower G5 Workstation

Operating systems

  • Microsoft Windows 10

  • Microsoft Windows 11

Effective date

10/09/2023

Document Information

Current document version

1

Resolution

HP has prepared updated BIOS versions to resolve the error.

For units vulnerable to this issue, HP has prepared updated BIOS versions to resolve the error. For affected units, all BIOS versions from late September 2023 and later will contain the resolution.

The release notes for the initial fixed BIOS version will contain "HP strongly recommends updating system BIOS to address a potential issue with HP Sure Start that can cause some devices to enter into an unrecoverable state."

To resolve this issue, install the latest BIOS from Support.Hp.com

  1. Navigate to the Official HP Support site.

  2. Enter your serial number or product name.

  3. Click Submit.

  4. Click Software, Drivers, and Firmware.

  5. Select your Operating System version and click Submit.

  6. Click the Plus (+) sign to expand All Drivers.

  7. Select the appropriate SoftPaq.

  8. Click on the Download button to the right.

  9. Follow the onscreen instructions to download and install the driver.

    SoftPaq Identification Table

    Product Name

    BIOS Family

    BIOS Version Fix

    SoftPaq Number

    HP EliteDesk 800 G6 SFF

    HP EliteDesk 800 G6 TWR

    HP EliteDesk 880 G6 TWR

    HP Z1 G6 Entry Tower

    S01

    02.16.20

    SP149367

    HP EliteOne 800 G6 AIO

    S11

    02.16.20

    SP149399

    HP EliteDesk 800 G6 DM

    S21

    02.16.20

    SP149378

    HP EliteDesk 805 G6 SFF

    S09

    02.13.20

    SP149338

    HP EliteDesk 805 G6 DM

    S29

    02.13.20

    SP149342

    HP ProDesk 600 G6 Microtower

    HP ProDesk 680 G6 PCI Microtower

    HP ProDesk 600 G6 PCI Microtower

    S02

    02.16.20

    SP149369

    HP ProDesk 600 G6 Small Form Factor PC

    S07

    02.16.20

    SP149371

    HP ProDesk 600 G6 DM

    S22

    02.16.20

    SP149379

    HP ProOne 600 G6 AiO

    HP ProOne 400 G6 AiO

    HP ProOne 440 G6 AiO

    S12

    02.16.20

    SP149337

    HP ProDesk 400 G7 Microtower

    HP ProDesk 480 G7 PCI Microtower

    S03

    02.16.20

    SP149370

    HP ProDesk 400 G7 Small Form Factor PC

    S08

    02.16.20

    SP149372

    HP ProDesk 400 G6 Desktop Mini PC

    S23

    02.16.20

    SP149380

    HP ProDesk 405 G6 SFF

    S05

    02.13.20

    SP149339

    HP ProDesk 405 G6 DM

    S25

    02.13.20

    SP149343

    HP Engage One Pro

    S30

    02.16.20

    SP149390

    HP ZBook Power G7 Mobile Workstation

    T75

    01.14.20

    SP149347

    HP ZBook Fury 17 G7 Mobile Workstation

    HP ZBook Fury 15 G7 Mobile Workstation

    S92

    01.14.20

    SP149387

    HP ZBook Studio G7 Mobile Workstation

    S91

    01.14.20

    SP149374

    HP EliteBook x360 1040 G7 Notebook PC

    HP EliteBook x360 1030 G7 Notebook PC

    S93

    01.14.20

    SP149389

    HP EliteBook 830 G7 Notebook PC

    HP EliteBook 840 G7 Notebook PC

    S70

    01.14.20

    SP149393

    HP EliteBook 850 G7 Notebook PC

    HP ZBook Firefly 15 G7 Mobile Workstation

    HP ZBook Firefly 14 G7 Mobile Workstation

    S73

    01.14.20

    SP149393

    HP EliteBook x360 830 G7 Notebook PC

    S74

    01.14.20

    SP149395

    HP EliteBook 855 G7 Notebook PC

    HP EliteBook 845 G7 Notebook PC

    HP EliteBook 835 G7 Notebook PC

    S77

    01.14.20

    SP149352

    HP ProBook 635 Aero G7 Notebook PC

    S84

    01.14.20

    SP149357

    HP ProBook 640 G7 Notebook PC

    HP ProBook 650 G7 Notebook PC

    S83

    01.14.20

    SP149394

    HP ProBook 430 G7 Notebook PC

    HP ProBook 440 G7 Notebook PC

    HP ProBook 450 G7 Notebook PC

    S71

    01.18.20

    SP149333

    HP ZHAN 66 Pro 14 G3 Notebook PC

    HP ZHAN 66 Pro 15 G3 Notebook PC

    S72

    01.18.20

    SP149334

    HP mt46 Mobile Thin Client

    S78

    01.14.20

    SP149360

    HP mt32 Mobile Thin Client

    S85

    01.14.20

    SP149391

    HP mt22 Mobile Thin Client

    S82

    01.18.20

    SP149335

    HP Z2 SFF G5 Workstation

    HP Z2 Mini G5 Workstation

    S50

    01.04.14

    SP149660

For computers experiencing the issue,contact HP.

For computers currently experiencing this issue, the system board will need to be replaced. Please contact HP Support and reference ‘Ish_9400908-9399890-16’ for further support.

Revision history

This document has been revised according to the information below.

List of versions

Version

Description

Date

2

Updated to include product table

11/02/2023

1

Initial Release

10/09/2023

Legal information

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.

© Copyright 2023 HP Development Company, L.P.

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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