Downloads and drivers crashes

[Nmarshall2227]

Brand new laptop windows gives no audio device error.  Website detects the laptop but not the OS.  Once I provide the Os the website crashes and says page cannot be found.  Tried on another computer same issue.  Website is broken.  Contacted support who could not get me a driver also.  Confirmed the site is down at least for what I need for this new computer.  Says re-install windows.  We will see if this works.

Troubleshooted bios and tested hardware outside windows and the audio works fine.  Windows 11 drivers issue.

[Paul_Tikkanen · Accepted solution]

Maybe HP fixed it because I have no problem accessing the support page.

HP 15.6 inch Laptop PC 15-fd0000 Software and Driver Downloads | HP® Support

There are two audio drivers listed.

I have provided the direct links:

Realtek High-Definition (HD) Audio Driver for 12th/13th generation CPU

6.0.9611.1 

https://ftp.hp.com/pub/softpaq/sp153001-153500/sp153245.exe

Realtek High-Definition (HD) Audio Driver

6.0.9635.1

https://ftp.hp.com/pub/softpaq/sp152001-152500/sp152401.exe 

[Nmarshall2227]

Thanks, I did a cloud recovery complete re-install.  it took about 1 hour.   After re-install everything is working properly in windows with the audio.  I tried to go to the HP website and have it scan the computer for software/drivers.  It is acting the same but now instead of the crashed page it doesn't do anything but refresh the page.  Also, the icons for the laptop next to the serial number and model info it does detect are missing or corrupted icons.  Selecting the product it locates locally fails.  It is getting the Serial Number correct, but the PN now is showing a different number not the same as printed on the laptop.

Manual search fails still as well.  Before it gave a invalid serial number or Product number.  Now it just 

Serial Number 

[Personal Information Removed]

PN

A9PE7UA%23ABA (original is A9PE7UA#ABA) both fail

"Please enter a valid serial number"

Tried again on 3 computers and 3 different internet connections.

Purchased from Best Buy.  Maybe it is product registered to a different country and the databases are not the same.  Hopefully this is a rare issue.  I normally order direct from HP as I am a reseller/installer.  But sometimes the need is immediate, and pricing is minimal.

Oh well for now.  I appreciate the response.  I will download and store the drivers in case it happens again with this laptop.

I didn't try to just type the model info by itself before.  (HP 15.6 inch Laptop PC 15-fd000) I should have just done that.  There must be an issue with my SN and PN which is crashing the system or invalid.  I'll remember to try that next time if I get something weird like this.  My guess is that they will not be fixing my issue if it is just 1 consumer laptop SN and PN.

Thanks again.

[Paul_Tikkanen]

You're very welcome.

Glad that using the HP cloud recovery software to create a bootable USB recovery drive resolved the problem.

You should be able to use the HP support assistant software to check for driver updates.

It should have been included in the recovery image.

If not, you can download the software from the link below:

https://support.hp.com/us-en/help/hp-support-assistant