04-07-2018 02:06 PM - edited 04-07-2018 03:02 PM
I have had a probem with my new AIO since a recent BIOS upgrade went through. The computer now seems not to shut down properly and won't restart when I press the start button. I can still hear the fan going and if I hold the power button in to force a shut down, it shuts down and then I can start the computer, albeit very slowly .. it should start in a crack but it takes a good 30 seconds to a minute showing the HP sign before booting up. I have also noticed that I am unable to set a pin for the windows log in and therefore it will no longer do the widnows hello log in either.
I have already gone through the diganostics on the web site and reinstalled the BIOS and have also completely reinstalled Windows 10... to no avail.
I have had a closer look and it would appear that the trusted platform module 2.0 driver is not starting the ACPI device. I can't find a new driver to instal. I have uninstalled the driver to force windows to find one, which it does, but the error is still showing saying
This device cannot start. (Code 10)
A protocol error was detected between the driver and the device.
Any suggestions welcomed?
04-08-2018 01:19 PM
Good Day. A warm welcome to the HP community. I reviewed the case regarding issues with trusted platform module 2.0 driver issue. I will be delighted to assist you here.
Superb description, brilliant troubleshooting and terrific observations made before posting. Kudos to you for that. 😉
I would recommend you to look into this post https://h30434.www3.hp.com/t5/Notebook-Operating-System-and-Recovery/Trusted-Platform-Module-not-wor... from another expert, which suggests the best solution for the same kind of situation.
This should do the trick for you.Please perform all these steps patiently as it is critical to resolving the issue.
The trick is to remain patient, Going by your technical expertise and competence I am sure you will be able to perform these steps without breaking a sweat. 🙂
Hope this helps. Let me know how it goes. 😉
I am an HP Employee
04-09-2018 07:53 AM
thanks for your note
I notice that these dirvers are for a notebook .. (ie different computer model) do I use these or is there a specific set for the AIO?
also, the link tot he drivers doesn't seem to list any dirvers any more so if these are the ones I want could you give me a link to the correct drivers please
04-09-2018 08:43 AM - edited 04-09-2018 08:44 AM
Thank you for responding,
It's great to have you back 😉
As per the post I referred earlier, follow the links given below and install the appropriate drivers and check if it works.
Intel Chipset Installation Utility and Driver - https://hp.care/2EvIgoD
Realtek High-Definition (HD) Audio Driver - https://hp.care/2Ex7pPu
Intel High-Definition (HD) Graphics Driver - https://hp.care/2Ex7qmw
Realtek Card Reader Driver - https://hp.care/2IDF901
CyberLink Power Media Player Software - https://hp.care/2Ex7sLa
These drivers are specific to your computer model. 🙂
Install them and let me know if it worked out. 😉
I am an HP Employee
04-09-2018 09:11 AM
Hi .. just went to load up the first one .. intel chipset and it is saying that I have a newer version already installed ... So I am just checking that I am downgrading where these are older versions ... is that right?
I only ask as I assume the machine will immediately spot this and try to push through the newer version again ..
Let me know
Many thansk for your help
04-09-2018 12:32 PM
Thanks for your quick response.
If that's the case, follow this link https://hp.care/2sZtgO9 and perform a complete system recovery which would take the computer back to the factory settings.
If that doesn't work, I'd request you to contact HP's phone support team for further assistance.
HP Support can be reached by clicking on the following link: Open link: https://hp.care/2moMFSc Enter Product number or select to auto detect.Scroll down to "Still need help?
Complete the form to select your contact options". Scroll down and click on HP contact options - click on Get a Case & phone number.
They will be happy to assist you immediately. If the unit is under warranty repair services under the manufacturer's warranty will be free of charge.
I am an HP Employee
04-09-2018 06:01 PM
It looks like you were interacting with Barachiel, but he is out for the day & I'll be glad to help you out. I'm KrazyToad & I'm at your service.
Since the Recovery failed, you can contact our Phone Support tomorrow and check on the Recovery Media to perform the System Recovery.
Keep us posted if you need further assistance,
Thank you 🙂
I Am An HP Employee