HP notebook freezes

[nothappy]

Hello,

We have HP 4530s notebook and HP USB Media docking station with LG w2442PA monitor. The notebook freezes. When this happens the only way to reboot the computer is by holding the power on/off button. Yesterday the user has an issue with the monitor flickering and showing same image even after computer restart. We got rid of the flickering image by powering off the docking station. The notebook freezes today and I use the Displaylink debug tool to gather the information. Is there anyone from displaylink support able to troubleshoot the issue?

[nothappy]

Here is the attached zip file.

[Wim]

Hi

If the whole system freezes, then there is something going seriously wrong. There should normally be some information written if the machine crashes in this way. Can you check that the system is set to write debugging information when it happens as this will give a clue as to what has gone wrong.

The guide here describes how to do this, then hopefully when it occurs you will get a Blue screen and some debugging information written.

Let me know once you have this and I'll send you some details of where to upload it.

Thanks

Wim

[Wim]

Hi All

I'm sorry you all seem to be having the same problem. This is something we want to get to the root cause of. We are trying to reproduce this on some HP laptops we have here, but have had no success so far. So we need your help to find the root cause.

I'm assuming that the whole PC has frozen up at this time (including the laptop screen). Also, I assume that pressing Num lock or Caps lock on the keyboard does not toggle the LED on the keyboard, which means that the PC has really locked up.

We really need the crash information from the system when this occurs. It is possible to force the PC to blue screen and write the dump information. If you are experiencing this problem, please could you follow the instructions below and create a full memory dump when the system is frozen. Once you have done this, let me know and I'll send you details of where to upload this.

Forcing a System Crash from the Keyboard
For further information see http://msdn.microsoft.com/en-us/library/ff545499.aspx

It is assumed that the system has been set-up to to produce Kernel Mode dump files. It might be worth checking. For further info see http://msdn.microsoft.com/en-us/library/ff542953.aspx. Note, you want to write a "Full memory dump" not a small memory dump.

For PS/2 keyboards ensure that the following registry key exists HKEY_LOCAL_MACHINE\System\CurrentControlSet\Servic es\i8042prt\Parameters\ . Create a value named CrashOnCtrlScroll , and set it equal to a REG_DWORD value of 0x01.

reg add HKEY_LOCAL_MACHINE\System\CurrentControlSet\Servic es\i8042prt\Parameters /v CrashOnCtrlScroll /t REG_DWORD /d 1

For USB keyboards ensure that the following registry key exists HKEY_LOCAL_MACHINE\System\CurrentControlSet\Servic es\kbdhid\Parameters\ . Create a value named CrashOnCtrlScroll , and set it equal to a REG_DWORD value of 0x01.

reg add HKEY_LOCAL_MACHINE\System\CurrentControlSet\Servic es\kbdhid\Parameters /v CrashOnCtrlScroll /t REG_DWORD /d 1

Restart the system.

Initiating a crash dump
After the above has been done, the keyboard crash can be initiated by using the following hotkey sequence:

Hold down the rightmost CTRL key, and press the SCROLL LOCK key twice, while the system is frozen.

[i gemini]

I am having the EXACT same issue. I had to disconnect and uninstall the software to remain functional here at work. Will be following this thread in hopes of a resolution. My system is:

HP Pavilion DM4
Windows 7 Pro
4 gb ram
Intel I5 processor

[Wim]

Originally Posted by i gemini

I am having the EXACT same issue. I had to disconnect and uninstall the software to remain functional here at work. Will be following this thread in hopes of a resolution. My system is:

HP Pavilion DM4
Windows 7 Pro
4 gb ram
Intel I5 processor

Could you try following the steps above to create a Blue screen, as this will give is more information. We're still trying to reproduce this. We have a number of HP laptops under soak test to try and show the issue, but no joy so far.

It would be useful if people can also post the type of DisplayLink device they have found the issue with, so we can see if its related to particular hardware.

Also, some other things for anyone to try who has this issue:

• Could you check that you have the latest BIOS installed for the laptop. There do seem to be BIOS updates for the systems listed here, and some of the release notes do refer to problems with the video, which DisplayLink could provoke.
• On switchable graphics systems, try operating with Intel integrated graphics only and see if the problem goes away. This is not a solution but may help us get close to the cause.

Thanks

Wim

[i gemini]

Originally Posted by Wim

Could you try following the steps above to create a Blue screen

As I mentioned, I had to uninstall the software. Freezes were more than I could handle here at work.

Originally Posted by Wim

post the type of DisplayLink device they have found the issue with

HP usb media port replicator p/n VY87AA#ABA

Originally Posted by Wim

Could you check that you have the latest BIOS installed for the laptop.

In my case, I had to most current BIOS update prior to uninstalling the software.

Originally Posted by Wim

On switchable graphics systems, try operating with Intel integrated graphics only and see if the problem goes away. This is not a solution but may help us get close to the cause.

Give me directions for dummies on how to do this. I'm not an IT guy, just trying to solve my own problems since I have no IT guy.

[Wim]

The initial post seemed to imply this started with v5.6 M1 software. Could users try downgrading to v5.6 or v5.5 M2 available here:

http://www.displaylink.com/support/d...s_releases.php

And see if the freeze still continues? Might giev some clues as to what changed in our software to introduce it.

Thanks

Wim

[skynerd]

Ive rolled my driver back to 5.6; will let you know results.

thanks.

[skynerd]

Originally Posted by skynerd

Ive rolled my driver back to 5.6; will let you know results.

thanks.

I rolled my driver back to 5.5 (rather than 5.6); I did encounter one problem with the system simply becoming unstable, but did not encounter the freezes that I was experiencing.

I have now removed all DisplayLink software. Im using an HDMI cable to connect my monitor. My monitor connects directly to my computer, and not through the dock, although I am using the HP dock for other connections.