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lazydope
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Solved!

Software no longer runs after HP BIOS update

HP Recommended
ENVY Phoenix Desktop 860-019
Microsoft Windows 10 (64-bit)

I did some of the updates recommended by the HP Support Assistant, one of which being a BIOS update, but once rebooted, most software opened manually (Games, HP Support Assistant, HP Phoenix Control) won't open and seem to crash immediatly with no error report. Some programs work, like the browser i am sending this from, but other programs, no matter where they're located crash immediatly. I can hardly do anything with what programs I can use.

*cough cough*
1 ACCEPTED SOLUTION

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DavidSMP
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Hi @lazydope,

 

Good Day.   Thank you for stopping by the HP forums. I reviewed the post regarding assistance programs crashing after a bios update and other driver updates from HP support assistant I will be glad to assist you here. 🙂

Superb description and splendid diagnosis of the issue before posting. Kudos to you for that. 🙂

  • Do you know what specific update caused this to happen?
  • Did you try to roll back the drivers and bios?

For a start, please try to roll back the bios from this link: https://support.hp.com/us-en/product/HP-Pavilion-23-All-in-One-Desktop-PC-series/6528335/model/65297... and check if it fixes the issue.

 

This is another link to roll back the bios by using a USB flash drive: http://support.hp.com/us-en/document/c02693833 although it is for notebooks, the USB method can be used for desktops also.

If it does great. Otherwise please use this link to roll back all the drivers from device manager from this link: http://support.hp.com/in-en/document/c03540049  and this should do the trick for you.

 

Please perform all these steps patiently as it is critical to resolving the issue.

Hope this helps. Let me know how this goes. I genuinely hope the issue gets resolved without hassles and the unit works great.

 

To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help. If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles.

Take care now and have a superb week ahead. 🙂

 

 

 

DavidSMP
I am an HP Employee

View solution in original post

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DavidSMP
Retired
Retired
12,360 12,338 1,169 2,509
Message 2 of 4
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HP Recommended

Hi @lazydope,

 

Good Day.   Thank you for stopping by the HP forums. I reviewed the post regarding assistance programs crashing after a bios update and other driver updates from HP support assistant I will be glad to assist you here. 🙂

Superb description and splendid diagnosis of the issue before posting. Kudos to you for that. 🙂

  • Do you know what specific update caused this to happen?
  • Did you try to roll back the drivers and bios?

For a start, please try to roll back the bios from this link: https://support.hp.com/us-en/product/HP-Pavilion-23-All-in-One-Desktop-PC-series/6528335/model/65297... and check if it fixes the issue.

 

This is another link to roll back the bios by using a USB flash drive: http://support.hp.com/us-en/document/c02693833 although it is for notebooks, the USB method can be used for desktops also.

If it does great. Otherwise please use this link to roll back all the drivers from device manager from this link: http://support.hp.com/in-en/document/c03540049  and this should do the trick for you.

 

Please perform all these steps patiently as it is critical to resolving the issue.

Hope this helps. Let me know how this goes. I genuinely hope the issue gets resolved without hassles and the unit works great.

 

To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help. If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles.

Take care now and have a superb week ahead. 🙂

 

 

 

DavidSMP
I am an HP Employee

View solution in original post

lazydope
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Yes, I (thankfully) made a system restore point before doing the update (which I forgot at the time of writing). After rolling back everything was fine, so I'm unsure if it was the BIOS or another driver. Regardless, everything seems to be working now, but thanks for the help anyways!

*cough cough*
0 Kudos
DavidSMP
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12,360 12,338 1,169 2,509
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Hi @azydope,

 

I thank you greatly for accepting this as a solution. It has been an absolute privilege to share this platform with a customer that has displayed great credentials as a technician. The copious troubleshooting and investigations performed by you could have turned even Sherlock Holmes green with Envy! 🙂 Fantastic effort. Kudos to a job very well done. 🙂

 

To simply say thanks, please click the "Thumbs Upbutton to give me a Kudos to appreciate my efforts to help.

Take care now, stay healthy, keep smiling big and do have a blessed year ahead. 🙂

DavidSMP
I am an HP Employee

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