New dv7-tqe 6100 CTO - Will Not Switch to ATI Graphics (6770M 2GB) [ Edited ]

[TrevorW]

I've tried contacting tech support on this issue, and while they were very polite, helpful and did everything they could to find reference to the problem, they couldn't provide a resolution.

I've read on some other posts that the dv7/dv6 6100 series with the Full HD screen has issues with switchable graphics.  Right clicking on the desktop and choosing configure switchable graphics no longer takes you to a screen where you can manually select which GPU you want to use.  In theory, it's supposed to automatically switch with you having the ability to override on an application by application basis.  I've done all that though and I still can't get any indication that the GPUs are switching.  I would love to find a fix and not return this one because this will be my third dv7 I've returned since April.

Here's what I know so far:

- I've set multiple benchmark applications to the "High Performance" GPU setting and then to the "Power Saving" setting again and I'm not seeing ANY change in performance.

- I have tried unplugging the computer from the outlet and plugging it back in (including booting the computer plugged in and not plugged in) and I still get no indication that the ATI card is functioning.

- I have the latest BIOS & Drivers according to HP's Website and Support Assistant.

Here are images showing some of what I'm seeing:

Product: HP Pavilion dv7-tqe 6100 CTO

Product Number: LM726AV

CPU: Intel Core i7-2630QM

System Memory: 6GB

Graphics Card: Radeon HD 6770M 2GB

Native Resolution: 1920 x 1080

If you are experiencing similar issues or if you have a work around while this problem is getting sorted out (hopefully it's a driver/software fix), please post here and share with us and HP what's going on and what you've done to troubleshoot.

Thanks,

Trevor

[Techmedic]

On a related note, I'm concerned over the fact that the graphics are assignable only on an application by application basis.  Just a couple weeks ago, the 6000 revision had just two buttons in the Switchable Graphics window in the CCC and clicking one or the other would globally assign the ATI or the Intel GPU.  I have software that will not work with the 6100 version but works with the 6000 version.  The Phoenix and Second Life viewers look at the graphics setup prior to initiallizing and when it sees the Intel graphics it shuts down.  Assigning the graphics by application does not work.  The newer version needs a way to globally assign the ATI GPU.

[dave1812]

Between you and me, we've returned FIVE laptops!   HP needs to get with the program and get this fiasco of a graphics driver issue resolved NOW.  I need a new computer, and I'm not too keen on the other brands, so I'm stuck until HP gets with ATI to fix the SG issues.  I've posted about my travails in the /forum.notebookreview.com website, where many people have been complaining about the SG problems.   HP has been zero help, although they have "TRIED".   I need better than trying--I need a resolution.    Good luck to you (and wish me luck too)!

[mike1anime]

I'm also having this same issue.  I hope HP is reading these posting to help their costumers. This post is similar to this other one.

http://h30434.www3.hp.com/t5/Notebook-Display-and-Video/Switchable-graphics-not-working-on-brand-new...

[howmed]

same issue LM726AV hope there is a fix soon, why were the other laptops returned you guys.

[TrevorW]

Thanks for the response so far...I urge you to call tech support, briefly explain the issue and then ask to speak to escalations.  They are now tracking this issue to determine how wide spread it is...though my guess is it's everyone with this specific hardware combination that they've currently assigned to this faulty driver.  The problem is they haven't received enough calls about the issue, and not all the techs are logging the calls appropriately (hence asking for escalations).  My other guess is that a lot of people are just getting laptops with these configurations, be them dv7 or dv6, and they either haven't had a chance to test it or don't realize the performance isn't what it should be since the laptop is fantastic in all other ways.

Now, quality assurance is a different issue...That's not so fantastic.  I returned my first one because the hinges on the screen were bent and when I called in to inquire about it I was told I should send my brand new laptop for repair rather than return.  The second laptop I returned because it blue screened the first five boots and would never fully launch Windows.  Those two were dv7tqe's as well, but they were the 6000 series that had the ability to manually switch.  Then this 6100 arrived with it's fantastic 1920 x 1080 anti-glare screen and the newer ATI 6770M 2GB GPU.  All was great until I started running benchmarks and realized quickly there was a problem.  As hard as I tried, I couldn't get ANY benchmarks for the ATI no matter how I "configured switchable graphics" and changed nearly every other variable possible.

So now I'll be on laptop #4...Here's hoping for everyone's sake that this issue gets sorted out quickly.  Need to get them to recognize and acknowledge the issue first though.

[zak175]

same problem here. DV6tqe with ATI 6770M and 1920x1080 display. Just spent 2 hours with tech support and they claimed they didn't know anything about the problem. We went through updating bios and ATI drivers and catalyst center from HP downloads website and no results. I asked for escalation and they said there is no higher level of support. I asked them to red flag the problem and actually test the problem at one similar model because it seems it is a widespead problem in the whole model.

[dave1812]

If they didn't know anything, it shows one of two things: 1) they are lying, or 2) none of the techs communicate with one another.   The guy I've dealt with (level 2 tech), claimed today in an email, that he  sent this issue to the engineeers.   I also complained voceficerously to the case manager.   He kept talking over me, and all he would "do for me" was an offer of an extended warranty for the 12-15 hours of troubleshooting the 2 lemons I got.  Not even an on-site warranty, mind you.   Claims he couldn't offer anything else, or a discount on another unit, assuming that HP fixes the SG issue.

[CS777]

I just wanted to add my support to this issue. I have a dv6-tqe 6100 CTO with a 2 GB 6770M graphics card and 1920x1080 display. It was delivered 6/10/2011 and it does not appear to be switching either - at least not for some applications such as the Second Life viewer (the primary reason I bought this computer). 

It took me a long time to get tech support to consider that there might be an issue with the switchable graphics software, but they said they'd look into and get back to me. I'm somewhat pessimistic however, and expect to return the laptop. It's too bad because I really like the computer otherwise.

[TrevorW]

Please keep encouraging people to share their responses here and when you get a hold of tech support tell them to refer to this thread and others in this forum.  It was mike1anime's post that got tech support's attention when I was on the phone with them.

dave1812:  If you can point others from forum.notebookreview.com to here that'd be fantastic.  I've read some of the posts there, but evidently HP Tech Support can't browse that site (or didn't want to).  Even if it's just someone checking in with their product number and configuration saying they have the same issue...it all helps add to it's credibility.  My guess is this issue is only happening to those with the 2GB 6770M graphics...it may be all of those customers, or only those that paired that ATI gpu with the 1920 x 1080 screen.  Not sure which is true, but I do know they (tech support) doesn't have a dv6 or dv7 with this spec available to test the theory on at this time.

I intend to keep at it because this is the laptop I want...I just don't want it if I can't get the performance out of the ATI gpu.