Solved: Re: not rotating screen - HID sensor collection V2 code 10 - HP Support Community

PragueGuy · ‎08-09-2017

Hi there,

I bought my brand new Envy laptop just day before yesterday. Everything was working fine. But this afternoon when watching movie suddenly when the screen got froozen in up-side-down position, orientation lock icon dissappered. Nothing changed by restarting, setting and reseting values in register or running HP diagnostic tools... My screen doesn't rotate, keyboard stays active when I flip in tablet position. I installed nothing, plugged-in nothing. It stopped working all of the sudden.

After some digging I found out the HID sensor collection V2 has code 10 error. Is there anything I can do before going to service on third day of using my laptop?

Thank you for any help.

Charles

justanothercog1 · ‎08-31-2017

I finally solved the problem but it was not reloading the BIOS. Updating the BIOS was one of the first things I tried. Most of the driver updates for the Envy 15t-w100 are from 2015. I posted the solution that worked on another Forum thread along with comparisons to a Spectre x360 that I have and is working perfectly. Here is the other post:

=======================================================================================

Problem Solved:

I was able to find that service pack on my own. I installed it and no change in system behavior. I've been comparing the Device Manager settings for "Sensors" to the 10 HP Spectre x360's that I bought for my company and it seems that this is where the problem lies. I deleted the device listed under sensors and restarted the system. There was no change even after I forced a "scan for hardware changes". I manually added, via "Add legacy hardware", several different sensor choices (one at a time) and rebooted each time. No change in behaviour. I did read somewhere that the sensor activation might be related to Location Services, which I do remember not enabling when I last set up Windows 10 on this machine. I did turn on location services before taking the final step below (turning it on did not cause auto rotation to start working...yet).

My final solution was to force the install of Windows 10 Creators Update (which had not yet been installed), knowing that these major updates (like Anniversary Edition) will reset all hardware devices and install all current drivers after scanning for installed hardware devices. System rebooting and voila!! Auto-rotation now works. Just as important, the keyboard and touchpad deactivate in tablet and tent mode, as you would want them to. Like all the other major windows updates all my apps and setting stayed in place, for the most part (Networking got set back to "Homegroups", which I always have to change back to my desired home/office network settings). The interesting thing about this issue are the "head fakes" that the Windows rotation settings give you.

When in laptop mode the "Rotation Lock" button in the Notifications area is grayed out and cannot be changed. "Rotation Lock" in the Settings/Display screen is also grayed out and set to "On". However, as soon as you move the screen to tent or tablet position, both those "Rotation Lock" items un-gray and become setable. That makes sense, since as a tablet or tent you might want to lock the screen orientation, but in laptop mode you would not want the screen flipping around unless you force it. Under "Services", the 3 sensor services (Sensor Data Service, Sensor Monitoring Service and Sensor Service) are all set to "Manual (Trigger Start)". SDS does not show as "Running", but SMS and SS are "Running". This is true whether in tent or tablet positions. Finally, under Device Manager, there are 6 copies of "HID Sensor Collection V2" under "Sensors". On my Spectre x360 I only have one copy of "HID Sensor Collection V2". The difference here is that the one copy on the Spectre shows a "Location" of "on USB Input Device" on the "General" tab of "Properties". The individual copies on the Envy x360 show different locations for each copy (specifically, "Location 2", "Location 128", "Location 1", "Location 0", "Location 130", "Location 129"). The sensors appear to be recognized as individual devices on the Envy x360 and as a single USB device on the Spectre x360.

Anyway, no help from HP whatsoever, I solved the problem. I hope the information above may help someone. I sure wouldn't plan on any assistance from HP Support. They wouldn't extend a warranty grace period of even one day to assist me over the phone, even though it was obvious I had been struggling with this for a week. It probably is a Windows 10 issue in the end as I've read reports of this same issue on the Lenovo, Microsoft Surface, Asus, Dell and other PC manufacture forum sites. However, HP's complete lack of interest in assisting me (including no response to my initial post, whatsoever) will definitely have me looking at other manufacturers on my next PC upgrades. I've only bought 12 high-end PC's from them in the last 12 months, but what do they care.

View solution in original post

Chimney_83 · ‎08-10-2017

Greetings @PragueGuy,

Welcome to HP Forums and Thanks for the post.

I understand that you are facing an issue with your computer where you are getting a Code 10 error for HID and have tried a lot of troubleshooting steps on our own, is that right?

Kudos to you for trying to troubleshoot the issue on your own.

Not to worry, I will be glad to assist you.

Have you uninstalled and deleted the HID drivers from device manager and restarted your computer?

Recommend you open device manager by doing a right-click on the Windows button.

Uninstall the HID drivers, delete the driver when prompted.

Restart your computer and run HP Support Assistant to update all the drivers. Click here.

Check if the issue is resolved.

If the issue persists, please perform a push button reset on your computer and check. Click here for assistance.

You can also refer to this HP Forums post where the issue was resolved by deleting the driver and restarting the computer couple times.

Let me know how it goes. Good Luck.

Chimney_83
I am an HP Employee

PragueGuy · ‎08-10-2017

Hello Chminey,

thanks for your advices but unfortunately none of them worked. I tried uninstalling the malfunctioning driver, deleting device and reseting computer with no effect multiple times. Your HP Support Assistant doesn't offer any new version of drivers.

After reseting computer there is no Sensor folder in Device Manager anymore. Not even in view-hidden items mode.

And as to your advice to read threads debating this issue, I did before creating this post. So I guess it must be a hardware issue. Sad - after only 3 days of working on this laptop. I always trusted your brand as reliable.

Riddle_Decipher · ‎08-11-2017

@PragueGuy

It looks like you were interacting with @Chimney_83, but he is out for the day & I'll be glad to help you out,

I'm the Riddle_Decipher & I'm at your service.

I understand your concern and to help you out, I did some research and request you to perform the following steps:

Please download and install the drivers for the touchpad from this link: http://hp.care/2lQNMNO
Restart the laptop and then check the touchpads performance. Also, check in device manager if the yellow triangle has disappeared.

If the issue persists then I suggest you perform a Windows refresh (repair). This will not delete any of your data. To perform a refresh please follow the below steps from this link: http://hp.care/2e7EE00

NOTE: Though the above link provides steps for Win8, they will still work for Win10 as well.

If I have helped you resolve the issue,

Feel free to give me a virtual high-five by clicking the 'Thumbs Up' icon

Followed by clicking on 'Accepted as Solution'

And Have a great day ahead!

Riddle_Decipher
I am an HP Employee

Learning is a journey, not a destination.
Let's keep asking questions and growing together.

PragueGuy · ‎08-12-2017

Hi,

thanks for advice - but you must be doing some bad keywords filtering - I dont have problem with touchpad.

Chimney_83 · ‎08-13-2017

Thanks for the reply, recommend you refer to this HP Article and make sure auto rotate feature is enabled on your computer.

Also, refer to this HP Forums post for assistance.

Let me know if this helped.

Chimney_83
I am an HP Employee

PragueGuy · ‎08-13-2017

@Chimney_83 wrote:
Thanks for the reply, recommend you refer to this HP Article and make sure auto rotate feature is enabled on your computer.
Also, refer to this HP Forums post for assistance.

Let me know if this helped.

Hi,

thanks for your reply. I have read all the posts you suggested and I found solution which seems to be working for user max_x360 :

"It took me a while but in third try I've got lucky and my support ticket was processed by a consultant who knew the issue.

To make the long story short: you need a firmware update for orientation sensor.

This comes as a zip archive with firmware update and calibration program. Once you run both it will work correctly in Windows 8.1 & 10. The firmware and the calibration software is delivered via support and you cannot download it from HP website.

So if autorotation doesn't work and the sensor is not detected in hardware manager you need to contact support and ask for a firmware update for your rotation sensor. "

So could you - please - send me that zip archive?

Chimney_83 · ‎08-13-2017

Thanks for the reply, you would need to rely on Windows updates to get the driver or use HPSA to get the drivers for your computer.

Recommend you install and run HP Connection Optimizer from this link and let me know if it helped.

Keep me posted. Good Luck.

Chimney_83
I am an HP Employee

PragueGuy · ‎08-13-2017

No, It did not help. I installed HP Connection Optimazer but HPSA is still unable to find any driver.

Why could not you simply send me the zip archive as you did in the same issue on other thread of this forum? It obviously solved the problem I am having since day 3 of purchasing laptop from your company. If you are not entitled to do so, please give me a contact to someone who is. I see no reason why some users can install the upgrades themselvs while others should go to service for warranty claim. If you make me go there - be sure I choose a different brand this time.

Chimney_83 · ‎08-13-2017

Thanks for the reply, the driver you are looking for is not available on HP website.

As you have already tried recovery and reset and it has not helped. Recommend you contact our phone support for any service options available.

Keep me posted. Good Luck.

Chimney_83
I am an HP Employee

not rotating screen - HID sensor collection V2 code 10

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