Fn + Esc Displays System Window with no information

[starflying]

When I bring up the system information window using Fn + Esc the window appears but the values are missing. Also strangely when looking for drivers using autodetect on the HP website my notebook is not found. For the autodetect this has always been the case. HP Support Assistant can detect the product.

[Graham_Ashley]

Does anyone have an answer to this issue? or has it been resolved?

I have just noted the exact same issue. I also use the EliteBook 840 G4 running Win 10 Pro, 64-bit at v1809, b17763.292.

HP Hotkey Support 6.2.45.1 dated 23/03/2018 installed.

Fn + Esc gives the HP System Information window popup (see OP post) but the fields are not populated.

Don't use that key very often so not sure when it stopped working.

Thank you for any help. 

[Graham_Ashley]

Update: looks buggy.

If you press the ESC key twice - while still holding down the function key - then a second window opens up behind the main one and populated as expected. (Fn + Esc Esc)

Could someone please confirm this is not just a fault on my system before reporting it through as a fault.

Thanks.

[starflying]

I still have this issue. Fn Esc + Esc doesn't work for me.

[Graham_Ashley]

Thanks for the feedback Starflying.

Shame Fn + Esc Esc doesn't work for you.. either way I'm sure we are experiencing the same problem.

I'll log a case with HP Support and feedback on the outcome.

Update: Case logged with HP 6/02/2019 13:25NZST 

[starflying]

Hi Graham

Thanks for that. I expect there is a service in the background that's not working. Let me know what you find out.

Regards

Ken

[Graham_Ashley]

Have heard back from HP Support on this and will post when we get a resolution.

There seems to be a conflict between the System Information Desktop App and the HP System Information Microsoft Store App (which comes pre-installed).

It's the latter which gives the unpopulated display and is assigned to the Fn+Esc key.

[Graham_Ashley]

Here’s what worked to clear the problem for me (sorry it’s a bit verbose):

The HP Hotkey Support desktop program/feature sp86887.exe (ver. 6.2.45.1 Rev A) had previously been uninstalled on my system.

The Fn+Esc quick key combination opens an unpopulated ‘HP System Information’ window. This appears to be executing the ‘HP System Information’ screen from the MS Store App.

The Fn+Esc+Esc quick key combination opens a correctly populated ‘HP System Information’ window. This appears to be executing the ‘HP System Information’ screen from the HP Hotkey Support Desktop feature/application.

My assumption was that these two applications were tripping over each other and my previous attempts to uninstall the Store App appeared to complete correctly but reinstalled on rebooting the system.

In order to uninstall the Store App without it returning, I had to first disable the service running on the system.

Uninstalling the ‘HP System Information’ MS Store App.

1. Run MSCONFIG
2. Select the Services Tab
3. Scroll down and find the ‘HP Hotkey UWP service’ and uncheck (Disable) it
4. Reboot the system
5. Run MSCONFIG and confirm the ‘HP Hotkey UWP service’ is not running
6. Open the Apps & Features setting screen
7. Scroll down and Uninstall the ‘HP System Information’ App/Feature
8. Reboot the system
9. Open the Apps & Features setting screen and confirm the ‘HP System Information’ App/Feature has uninstalled correctly (ie. No longer appears in the list)

Reinstalling the ‘HP Hotkey Support’ Desktop feature/application.

1. Download and Install HP Hotkey Support sp86887.exe (ver. 6.2.45.1 Rev A)
2. Reboot
3. Test the Fn+Esc quick key combination – Success!

As suspected, the correctly populated ‘HP System Information’ window appears when the MS Store App/feature is uninstalled and leaves HP Hotkey Support desktop feature to do its job.

Several reboots later and performing my normal workload, the issue appears resolved.

No sure whether this option (even though it achieves the desired outcome) is a work-around or a fix. I will take this outcome to HP Support and get their view on things. I’m especially interested in how that Store App/Feature came to be installed.

Hope this may help others who discover the issue.

Graham