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‎12-11-2019 07:13 PM

HP Recommended
Product: Envy 795-0039c
Operating System: Microsoft Windows 10 (64-bit)

Every time I try and update the driver on my computer it goes to black screen and I see no signal to monitor. I have to re-start in safe mode and roll back the driver to get the card to work again. It is a RX 580 (8GB) that came in my HP Envoy 795-039 

7 REPLIES 7

‎12-12-2019 11:56 AM

HP Recommended

Hi

your pc :

795-0039c PC Product Specifications

the driver used is probably not suitable
Use Hp drivers as a priority:

https://support.hp.com/ph-en/drivers/selfservice/hp-envy-795-0000-desktop-pc-series/19390486/model/2...

 

AMD Graphics Driver for VR - RX580 (Windows 10 v1903)

25.20.14016.3003 Rev.A379.4 MBMay 22, 2019Download

 

Do you use this one well?

 

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‎12-14-2019 09:00 AM - edited ‎12-14-2019 09:01 AM

HP Recommended

Yes that is the driver I tried, also the folks at HP smartfriends also tried that diver set with the same results. The conclusion was that there is an issue with the graphics card itself and HP is going to replace it under warranty. a new card is suppose to happen next week I will report on the results after it is installed..

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‎12-14-2019 09:21 AM

HP Recommended

OK, I'm waiting for news

 

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‎01-05-2020 06:36 AM

HP Recommended

Finally had the service Tech showed up to replace the graphics card on January 3, 2020. I don't think I will pay to use that service again the experience was quite frustrating. However everything seems to be working now that they replaced the card and installed the latest drivers and software from AMD.   

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‎01-06-2020 09:58 AM

HP Recommended

Hello
I'm sorry @ can you say more?
Are you talking about paying, the pc was no longer guaranteed?
what was the problem, I'm curious, the card is replaced, the pc works, what went wrong?
Please mark the subject!

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‎01-22-2020 12:47 PM

HP Recommended

HI sorry it took so long to respond.  The computer was under warranty, but they wanted me to ship it to Texas from Canada to be repaired. I really didn't want to ship my PC internationally so opted to pay $49.99 for in home repair, which was promised to be 2-3 days later.  The repair finally happened 3 weeks later with many call, put on holds and promises of someone will call which never they never did. I have the new card installed drivers and software installed and it seems to be working. Soon I will try and update the software and see what happens. 

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‎01-23-2020 10:41 AM

HP Recommended

hum sorry for that!
unfortunately it is not my responsibility, there is nothing I can do to make you more satisfied!
maybe you can write here:
https://ssl.www8.hp.com/us/en/contact-hp/connect-with-hp.html

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