HP bios update crashed my brand new probook

[Helena7207]

I bought new Hp probook two months ago, and was delighted with the product. I woke up this morning 5:30 am and I saw Bios update in process on my screen, and was terrified. Bios should not be updated automatically, not to mention HP had not bothered to even check if the laptop is plugged in - it was not. So I plugged the laptop and thinking thank god I woke up, and update seemed like its going fine, there were multiple updates, comming up to 100% smoothly. Until suddenly  before completing one part of update (somewhere round 60-70%) update interrupted itself and now I have black screen showing me hp sign, stuck and not moving. I am not an expert for Bios problems, and you know what, I chose HP in spite of my better judgement, this seemed as a perfect machine for me, but if HP fails me again I am done with them for good. And I still didn’t have my coffee and I have no idea how I’m going to work today. Or all other days for that matter.

[Dragon-Fur · Accepted solution]

@Helena7207 

I am aware of how this "automatic" update might have come to pass; perhaps HP Support Assistant had been left (or set) to "automatically" install updates.   If that is indeed the case, I cannot justify HPSA updating the BIOS.

The consequences are now the important issue.

Our community can offer a moderate amount of help on this subject and we cannot tell you for sure that all is well - it may not be well at all.

For example, IF the problem is ONLY a stuck update, the following might help:

“Press and Pray” 

Forced Restart / Boot

IF a BIOS update is just stuck / stubborn / frozen-in-place half way through the update / boot process,

And / Or

If there are boot issues that prevent a complete or clean boot of the Operating System,

IF there is not actually anything wrong with the windows installation or the File System,

Then

The following procedure might resolve the issue.

1. Unplug everything, including power and all other externally connected components
2. Press and hold down the power button for thirty (30) to forty (40) seconds
3. Release the power button
4. Plug in only basic components needed to start / boot the computer

• Desktop:  Connect Power, wired mouse and keyboard, HDMI to monitor (and monitor is powered on)
• Notebook:  Connect AC Power

1. Switch on the system with power button - Click power and release (as for normal boot)

Hoped for Results:

• System switches on, monitor active, mouse and keyboard responsive

If the issue was a "stuck" BIOS update:

• Screen shows the BIOS update window with choices:  cancel / update
• Wait several seconds; stare at it and contemplate actions. (The process will continue on its own after about 10-20 seconds)
• BIOS update continues, completes, and reboots the system

When the system reboots,

1. Log in
2. Connect LAN (Ethernet)
3. Connect other components (USB, external webcam, speakers...)
4. General housekeeping (checks, more staring at it)

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If you have not yet done so, please contact HP Technical Support.

Submit a case:

Provide the necessary (requested) information, explain what happened, and ask for help.

HP Technical Support - HP Contact Information

Reminders

• Use the serial number of the device to submit the case (do not post that information on the Community).

• Chat is not available in every region. In those areas where Chat is an option, Chat service hours are likely restricted.  In the event that Chat is not available in your region:  Call the number provided in the HP directory, else submit your case online (to receive phone contact information)

• HP will advise you there is a fee for phone support and / or other services when your computer / device is no longer under warranty.  This is normal business practice.

• HP may tell you that certain services are not covered under warranty.  This is normal business practice.  Standard Warranty typically covers specific hardware issues as explained in the Warranty contract. Care Pack coverage and warranties differ by package.

• If the HP Contact (phone) number is not immediately provided:  Contact information is displayed on your screen after you submit your case online.  

• HP websites are the only ones allowed to use the HP copyright circle/logo.  Look for the copyright on any website claiming to be HP. If in doubt, scroll to the bottom of the Website to find HP copyright logo.

“Everywhere” Contact Information - HP Technical Support

Open website  HP World-Wide Support

 Select your region and follow the prompts

Option – Regions

USA / Canada

Submit information / case online: Contact HP Support – Assistance Portal

1. Sign in or continue as a guest

UK

1. For faster support, first submit information / case online HP Customer Support UK
2. Contact by Phone: Contact HP UK – Phone Assist

Option - HP Support is on Facebook!

HP on Facebook

From HP:  HP Fraud Alert: Protect Yourself from Scams, Report Suspicious Calls

From HP > CAUTION

Recently, HP has seen an increased number of third-party support websites selling HP driver downloads or diagnostic tools. Many of these websites use the HP trademark symbol and claim to be official HP distributors.

If your product supports your operating system, HP offers your driver and software at no additional cost through the HP website.

Use caution when dealing with any website that asks you to pay for HP driver downloads or tools that claim to diagnose your HP products. These websites might not be affiliated with HP in any way.

Do not install BIOS updates from a motherboard manufacturer's website. Only install BIOS updates from HP. Installing BIOS updates from the motherboard manufacturer can prevent the computer from accepting an HP system recovery. This could result in a loss of data.

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Reference and Resources – Places to find (more) help and learn about your Device

Clarification of terms and "what the device can do" (Specifications)

Device Homepage

NOTE:  Content depends on device type and Operating System

HP Drivers / Software and BIOS, How-to Videos, Bulletins/Notices, How-to Documents, Troubleshooting, User Guides, Product Information, more

When the website support page opens, Select (as available) a Category > Topic > Subtopic

HP ProBook 450 G6 Notebook PC

Thank you for participating in the HP Community Forum.

We are a world community of HP enthusiasts dedicated to supporting HP technology.

Click Thumbs Up on a post to say Thank You!

Answered? Select the relevant post "Accept as Solution" to help others find it.

[Helena7207]

Dear Dragon-Fur,

Thank You very much for Your support, fortunately it was just stuck boot process and everything is OK. 

However, this is a very dangerous and disconcerting maneuver from HP support assistant, I've deleted the program immediately.

Thank You,

Helena

[Dragon-Fur]

@Helena7207 

You are most welcome.

I am glad that it is fixed.  Scary stuff.

Lots of information follows that can help you decide how to manage HP Software and Driver Updates on your computer.

HP Support Assistant - Update Software Manager for Consumer Grade Systems

HP Support Assistant is actually pretty good software.  For example, HPSA includes a quick way to check information about your computer and it provides quick access to support and diagnostic tools.    The software is easy to use and provides a simple "point and click" interface. 

HPSA is the consumer grade counterpart to the business class software management tools used by IT and individuals owning professional grade equipment.

There are settings to allow you to have the HPSA on the system without it updating your software "out from under you".  These settings allow you to use HPSA on your terms.

Reminder:  HPSA is not "search and load" software - HPSA can update HP software and drivers that you have previously installed on the computer.  HPSA does not search out and install missing drivers.

Website / Download

HP Support Assistant

• After download: If you have ‘Admin’ control, you may highlight the package and “double-click” to install it, else Right-Click, select run as Administrator
• After the software is installed:  Restart the computer and log in

Open HPSA Software

Settings > Set to “Notify” as opposed to “Auto-Update”

Save Changes > Restart the computer and log in

Open HPSA

Check for Updates > Use the list to determine candidates for update

• Click on each update in the list to see a short description of that package
• If BIOS is offered, simply set to “ignore” or otherwise remove this update from list of potential updates
• If desired:  Install other HP software and updates using HPSA or manually install those updates

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Business Class Software Update Managers

Newer business class computers are supported in the HP Image Assistant management grade software. 

At this writing: If your computer was manufactured before the EOL date for the Software Download Manager, you can choose to use (or continue using) SDM.

HP Image Assistant - HPIA Information and Download

Business Systems - Client Management Solutions (software management)

HP Image Assistant is a free tool that aids IT Administrators improve the quality and security of their PC Windows image by diagnosing the image, identifying problems, recommending solutions, and analyzing their PC’s readiness for migration between Windows 7 and Windows 10.

HP Image Assistant can be downloaded at the HP Manageability website.

HP Image Assistant (HPIA)

From the Image Assistant Web page:

• HPIA 4.1 User Guide
• HPIA Supported Platforms

Softpaq Download Manager - SDM Download and Information

NOTE to those reading:

The following information includes mention of the much loved software:  Softpaq Download Manager. 

SDM (at this writing) still supports business class systems manufactured prior to the software's EOL (End of Life) announcement.

NOTICE:  The Download Library marks SDM as "EOL July 2019"

White Paper on the subject (document may or may not load - access appears to be temperamental).  If the file does not open, try copy/paste of the address into your browser address bar (URL).

https://ftp.hp.com/pub/caps-softpaq/cmit/whitepapers/SDM_EOL.pdf

Partial Excerpt of the SDM "End of Life" PDF file content:

Confidentiality
This document can be shared internally & externally.

Introduction
HP is retiring HP SoftPaq Download Manager (HP SDM) on July 31st, 2019, it will be replaced by HP Image Assistant.

break...

Except continues:

Will I be able to continue to use SDM?
Yes, SDM, will continue to work and have access to updates (SoftPaqs) for older
products launched before July 31st, 2019. SoftPaq Download Manager will not be tested
with new product launched after July 31st, 2019. HP recommends using HP Image
Assistant to access updates to new products.

SDM Download and Help

4.4.0

sp87158

04/20/2018

Windows (Vista, 7, 8, 8.1, 10)

sp87158.exe

sp87158.html

How-to and Instructions:

HP Notebook PCs - Using HP SoftPaq Download Manager

Once the SDM software is installed, the Help document can be accessed within the software or on disk:

• Open SDM software, Click the Blue Question mark “?”in the upper left of the main SDM window.
• Open File Explorer > Navigate to C:\Program Files (x86)\HP\HP SoftPaq Download Manager > Select language appropriate .chm file

So, what to do?

If you can do so, it is time to migrate to the  HP Image Assistant

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Thank you for participating in the HP Community Forum.

We are a world community of HP enthusiasts dedicated to supporting HP technology.

Click Thumbs Up on a post to say Thank You!

Answered? Select the relevant post "Accept as Solution" to help others find it.