How to find the update that causes my HP Envy L-Top to turn blue & shut down

JoeS-111 20 Reputation points
2024-01-17T02:07:01.2566667+00:00

my 1st Q. i bought a  |HP ENVY 17.3" Touchscreen Laptop - 13th Gen Intel Core i7-1355U - GeForce RTX 3050 - 1080p - Windows 11 on 12/17/23, everything seemed to work and run fine but the internet connection was dropping frequently so i switched over to Ethernet and that seemed to work better but soon began to drop the internet connection regularly also, so i called support in India 1(800) 836-3963. i explained my situation to the HP rep. he sent me an email that would use my iphone camera so he could see my computer screen as he guided me through a 1.5 hour computer check. he had me going from program to program checking boxes. I thought that was pretty good since i didn't realize that i wasn't using the full potential of my L-Top. Then out of nowhere my screen turned blue then shut down the restarted again and the HP rep told me that i needed to send him $50 for a  "External Recovery Device". it looks like a memory stick but it holds the software that my computer came with. Now my L-Top turns blue shuts down all the time. Is it normal practice for HP to have one of their Reps. screw-up a Brand New Expensive  computer, charge you $50 for a External Recovery Device then tell you to call back and pay for professional Technician to help you fix a Brand New Computer that you have only used for 20 days? Should i take it back to Costco or try to find a "non-robotic" HP rep. that understands that HP is responsible to stand by their product and help me get this taken care of? Thank you, Joe. (MY RESPONSE TO "IRWIN @ HP SUPPORT" NO RESPONSE) CAN SOMEONE HELP? Hello Irwin, thank you for helping. What happened was, I called support on 1/9/24 because my new computer wasn't holding the internet connection. The HP Rep. then went through a long and thorough check of what seemed like everything on my L-Top which I think was good because there were a lot of things that were still on "disabled" or not up to date and he guided me through the process of making all of the features my computer came with available and ready to use. As we were going through Feature Updates,Quality Updates, Driver Updates, Definitions Updates & Other Updates the screen suddenly turned Blue " Your Device Ran Into A Problem And Needs To Restart." (Stop Code: DRIVER_IRQL_NOT_LESS_OR_EQUAL) "What Failed: rtux64w10.sys)|| | -------- | -------- | ||

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  1. Ian Xue 39,456 Reputation points Microsoft Vendor
    2024-01-22T02:52:44.21+00:00

    Hi JoeS,

    Thanks for your post in Microsoft Q&A forum. Before moving on, please understand since the computer is new and still under warranty, contact HP's Support and the seller. As OEM HP is responsible for the proper operation of both the hardware and Windows. So regardless of the cause, it is theirs to resolve. And the unit is under full warranty and may be in need of repairs or replacement.

    HP Support/Troubleshooting & Drivers
    http://www8.hp.com/us/en/drivers.html

    Contact HP
    http://welcome.hp.com/country/us/en/contact_us....

    HP Forums
    http://h30434.www3.hp.com/psg/ Also, I found some information that is related to this issue. Just for your reference and hope it helpful. rtux64w10.sys is Realtek USB FE Family Controller is an ethernet network device, you can check HP for updates. Realtek USB FE / GBE / 2.5G / Gaming Ethernet Family Controller Software https://www.realtek.com/en/component/zoo/catego...

    Best Regards,

    Ian Xue


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