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‎10-25-2022 04:26 PM - edited ‎10-26-2022 06:00 PM

HP Recommended
Product: HP Pavilion Gaming - 15-dk0056wm
Operating System: Microsoft Windows 10 (32-bit)

My HP Pavilion Gaming Laptop hasn't been working the past few days. It cant launch any of the games I have installed anymore and it constantly disconnects my mouse (both wireless and wired) and it will constantly disconnect my external hard drive. 

I have attempted to update my drivers from the official website but it never actually finishes loading. so I can't download any updates. 

Is there anyway I can fix this problem or am I out $700 to get a new one?

Category:
1 ACCEPTED SOLUTION

Accepted Solutions

‎10-27-2022 05:20 PM

HP Recommended

The problem isn't even my laptop. I just tested it and its my external hard drive.

View solution in original post

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16 REPLIES 16

‎10-25-2022 05:07 PM

HP Recommended

Hello @Henry0817 

Sorry to hear that you are having problems ... I would like to help you.

 

Let me check your basic system configuration before further analysis ...

 

(1) Run    msinfo32

- Select <System Summary>:

--->>> Copy/screenshot/paste following key/value pairs:

 

OS Name

Version

System Model

System SKU

( equals HP product number (p/n) )

Processor

BIOS Version/Date

 

(2) Start Windows <Device Manager>

- Expand <Other devices> ? (Those entries are for hardware for which Windows has not loaded a suitable driver)

- Expand <Display adapters>

- Expand <Network adapters>

- Expand <Sound, video and game controllers>

--->>> Send screenshot

 

(3) Please report your results

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‎10-25-2022 05:38 PM

HP Recommended

OS Name Microsoft Windows 10 Home

Version 10.0.19044 Build 19044

System Model HP Pavilion Gaming Laptop 15-dk0xxx

System SKU 6WC31UA#ABA

( equals HP product number (p/n) )

Processor Intel(R) Core (TM) i5-9300H CPU @ 2.40GHz, 2400MHz, 4 Core(s), 8 Logical Processor(s)

BIOS Version/Date Insyde F.21, 4/7/2020

 

Hopefully this can help

image_2022-10-25_183740814.png

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‎10-26-2022 12:57 AM - edited ‎10-26-2022 04:38 PM

HP Recommended

Hello @Henry0817 

 

(1) Create Windows system <restore point>

How to Create a System Restore Point on Windows 10 or Windows 11

 

(2) Download and install BIOS Update

HP Notebook System BIOS Update (Intel Processors)

F.60 Rev.A24.1 MBAug 10, 2022Download

 

Why should you install the update ?

https://support.hp.com/us-en/document/ish_4123786-2338478-16

Quote: "

Updating the BIOS is recommended as standard maintenance of the computer. It can also help resolve the following issues:

      • An available BIOS update resolves a specific issue or improves computer performance.
      • The current BIOS does not support a hardware component or a Windows upgrade.
      • HP Support recommends installing a specific BIOS update.

"

 

(3) Reboot

(4) Let BIOS be installed until it's completely done !

(5) Download and install / update

Intel Dynamic Tuning Driver

8.7.10200.12510 Rev.A7.1 MBNov 27, 2020Download

Intel Management Engine Interface (MEI) Driver

2031.15.0.1743 Rev.A17.3 MBNov 27, 2020Download

Intel Serial IO Driver

30.100.2020.7 Rev.A1.2 MBNov 27, 2020Download

Intel Software Guard Extensions Device (SGX) Driver

2.8.100.2 Rev.A9.2 MBNov 27, 2020Download

 

(6) Restart Windows

(7) Download and install / update

Realtek RTL8xxx Wireless LAN Drivers

1.0.0.208 Rev.S

Download

 

Try:

NVIDIA High-Definition (HD) Graphics Driver

26.21.14.4292 Rev.A718.0 MBJul 10, 2020Download

NVIDIA High-Definition (HD) Graphics Driver

26.21.14.3198 Rev.A641.6 MBDec 27, 2019Download

and

Intel High-Definition (HD) Graphics Driver

27.20.100.8729 Rev.A417.0 MBNov 27, 2020Download

Intel High-Definition (HD) Graphics Driver

26.20.100.8141 Rev.A402.1 MBJul 10, 2020Download

Intel High-Definition (HD) Graphics Driver

26.20.100.7926 Rev.A408.8 MBApr 30, 2020Download

 

(8) Restart Windows

(9) Test your notebook

(10) Please report your results

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‎10-26-2022 03:47 PM

HP Recommended

Hey so I got to the last three drivers, and the one for NVIDIA and the Intel processor give me an error message saying that my OS version is unsupported. How do i fix this?

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‎10-26-2022 04:07 PM - edited ‎10-26-2022 04:08 PM

HP Recommended

Hello @Henry0817 

Thanks for reporting

 

I edited the previous post, please try again

--->>> here

See (7)

 

Kind regards

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‎10-26-2022 04:29 PM

HP Recommended

None of the new drivers you listed will work with OS version 10.0.19044

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‎10-26-2022 04:40 PM

HP Recommended

Hello @Henry0817 

 

HP has outdated drivers for Windows 10

 

(1) Last chance would be to let Windows install <Optional updates> ( including drivers )

What Are Windows Optional Updates, and How Do You Install Them?

See section <How to Find and Install Windows Optional Updates>

 

(2) Run <Windows Optional Updates>, everything that comes shall be installed

(3) Restart Windows

(4) Test again

(5) Please report your results

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‎10-26-2022 05:00 PM

HP Recommended

Didn't help the problem at all. USB ports continue to disconnect constantly and games still can't launch 

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‎10-26-2022 05:06 PM

HP Recommended

Hello @Henry0817 

 

Last chance is to do HP Cloud (factory) Recovery:

 

(1) Backup <all> personal data (documents/pictures/videos etc...) to external <USB hard drive>

 

(2) Please reinstall your operating system !

You need (another Windows computer) to prepare bootable <USB flash drive>

 An unused or empty USB flash drive with at least 32 GB storage capacity is required.

 

HP Consumer PCs - Using the HP Cloud Recovery Tool in Windows 11 and 10

Take time and follow

https://support.hp.com/us-en/document/ish_4511095-4511141-16

( All Software and drivers from HP are included )

 

Information: Your product number is supported: 6WC31UA#ABA

 

ub6424_0-1666825522097.png

 

(3) Please report your results

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