HP ENVY All-in-One 27-b199nz - Cannot install SP85226

[sursan]

Hello,

I have a new computer HP ENVY All-in-One - 27-b199nz (Ref. 1JU47EA). On the support page I have found this advisory:

https://support.hp.com/us-en/product/hp-envy-27-b100-all-in-one-desktop-pc-series/13823532/model/161...

I have the problem described, and I have tried to install the recommended SP, but the install (after unpacking everything) briefly displays a window and closes quickly, I don't have time to see anything. I strongly suspect it doesn't install anything.

I have installed all othe possible updates (BIOS, chipset, etc.) but the behavior is the same.

Any ideas?

Thank you in advance!

[A4Apollo]

Hi! @sursan, Welcome to HP forums.

I understand you have issues updating the display firmware on your PC.

Don't worry I'd like to help you out.

Does the display issue persist in BIOS?

Did you make any software or hardware changes on your PC?

Does this happen when you run your PC with battery or AC adapter?

Do you see any error while updating the firmware?

As you mentioned you have issues updating the display firmware on your PC.

If you don't see any error message while installing the firmware it means the firmware has got installed on your PC.

If you have display issues after updating the firmware.

Try updating the graphics driver and BIOS on your PC and check if it helps.

Try updating intel graphics driver using this link: https://hp.care/2KdUx58

Also, update the NVIDIA graphics driver using this link: https://hp.care/2pI7yu3

Also, update the BIOS using this link: https://hp.care/2KbsGT9

Try restoring the BIOS to default and check if it helps.

1. Turn off the computer and wait five seconds.
2. Press the Power button to start the computer and repeatedly press the F10 key to enter the BIOS setup menu.
3. On the BIOS Setup screen, press F9 to select and load the BIOS Setup Default settings.
4. Press F10 to Save and Exit.
5. Use the arrow keys to select Yes, then press Enter when asked Exit Saving Changes?
6. Follow the prompts to restart your computer.

Also, refer this article to further troubleshoot no boot issues with your PC.

If the issue still persists after trying out the steps and to get the hinges fixed, please contact HP support and check service for options for your laptop.

Link to contact HP.

If the solution provided worked for you, please mark accepted solution for this post.

Please let me know the outcome.
Have a great day ahead! 🙂

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!

[sursan]

Dear @MrRobot,

Thank you for your answer! Here are some answers, I still have some tests to do for the others:

> Does the display issue persist in BIOS?

Still to be checked

> Did you make any software or hardware changes on your PC?

No hardware changes. Software - yes, of course: all the updates for drivers / firmware (found on HP support website) + the installation of the software I use (MS Office, Visual Studio, Eclipse, VirtualBox, Internet browsers, etc). But the problem was there from the beginning and, as I say, it is already acknowledged by HP since it is subject to one advisory article on the support webpage of my device ...

> Does this happen when you run your PC with battery or AC adapter?

Not really relevant, since it is an all-in-one computer, it is always on AC adapter.

> Do you see any error while updating the firmware?

Not really, there just a fraction of a second when a window is displayed (it seems quite complex, but I cannot see anything since it is so quick).

> As you mentioned you have issues updating the display firmware on your PC.

If you don't see any error message while installing the firmware it means the firmware has got installed on your PC.

I cannot really confirm this, it might be that the update application doesn't even start properly, let alone do the firmware update ...

> If you have display issues after updating the firmware. 

> Try updating the graphics driver and BIOS on your PC and check if it helps.

As I said, I have update everything possible, all drivers are at the latest version found on HP website. 

> Try updating intel graphics driver using this link: https://hp.care/2KdUx58

This was already installed before posting the original question. 

> Also, update the NVIDIA graphics driver using this link: https://hp.care/2pI7yu3

This was already installed before posting the original question. 

> Also, update the BIOS using this link: https://hp.care/2KbsGT9

This was already installed before posting the original question. 

> Try restoring the BIOS to default and check if it helps.

> Turn off the computer and wait five seconds.

1. Press the Power button to start the computer and repeatedly press the F10 key to enter the BIOS setup menu.
2. On the BIOS Setup screen, press F9 to select and load the BIOS Setup Default settings.
3. Press F10 to Save and Exit.
4. Use the arrow keys to select Yes, then press Enter when asked Exit Saving Changes?
5. Follow the prompts to restart your computer. 

Still to do. The only thing I have done was to enable the virtualization, but the problem was already there before.

> Also, refer this article to further troubleshoot no boot issues with your PC.

Not really applicable, but I saw that I can test the video part as well, so I will try.

> If the issue still persists after trying out the steps and to get the hinges fixed, please contact HP support and check service for options for your laptop.

> Link to contact HP.

Yes, I might need to do that  afterwards 😉

Thank you again for your help, and I will keep you posted after the remaining tests!

[A4Apollo]

@sursan, Thanks for writing back to us.

I appriciate your efforts for writing back to us.

As you mentioned you have not tried running the system diagnostics on your PC yet.

You can take your time and try running test and check if the hardware components on your PC are functioning correctly.

Also, If the diagnostics test passes without any failure you can try performing a push button reset on your PC and check if it helps.

Refer this article to know more information about performing a push button reset on your PC. Link: https://hp.care/2toQrBj

Please mark my post as accepted solution if you feel I have answered your query.

Hope this helps!

Take Care! 🙂

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!

[sursan]

Hello again,

Here are some updates

> Does the display issue persist in BIOS?

I have stayed few minutes in BIOS, and I didn't tzhink the issue. However, it is not something that is regular, it appears from time to time, sometimes you can even have few minutes between occurences, sometimes few per minute ...

> Try restoring the BIOS to default and check if it helps.

> Turn off the computer and wait five seconds.

1. Press the Power button to start the computer and repeatedly press the F10 key to enter the BIOS setup menu.
2. On the BIOS Setup screen, press F9 to select and load the BIOS Setup Default settings.
3. Press F10 to Save and Exit.
4. Use the arrow keys to select Yes, then press Enter when asked Exit Saving Changes?
5. Follow the prompts to restart your computer. 

Done. The problem is still here ...

> Also, refer this article to further troubleshoot no boot issues with your PC.

I have done a quick video test, nothing wrong ...

So, I guess I will call the support. I might try a lower resolution first, just in case.

I will keep you posted!

[The_Fossette · Accepted solution]

@sursan,

I am the The_Fossette. It looks like you were interacting with @A4Apollo, but he is out of the office today so I'll take over from here. 

Thank you for keeping me posted.

I recommend you contact HP phone support to further diagnose the issue.

Here is how you can get in touch with the phone support.

Open link:  www.hp.com/contacthp/

Enter Product number or select to autodetects

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 phone number.

Let me know how it goes and you have a great day!

If the solution provided helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles. Your feedback counts!

Take care.

Cheers!

[sursan]

Here is a small update on this problem:

I have contacted the HP Support and they have connected remotely to try to solve the problem. Without success.

The solution seems indeed to be the SP 85226, but somehow it is compatible with windows up to version 8, and it seems that this is why it cannot run in Windows 8.

After 2 weeks, the technical department seemed to produce a new version of this SP, but the behavior is the same.

So HP Support proposed to recuperate the computer and change the display ... Not sure it will really help, but it doesn't seem that I have any other alternative.

Hope it helps somebody!

[The_Fossette]

@sursan,

Thank you for keeping me posted.

I am positive that once the display is replaced the computer will work fine.

If any other questions arise, please feel free to write back to me.

Good day! Take care 🙂

Cheers!