Questions regarding HP pavilion gaming - a serious bug

[Vivek_Pant]

I have a problem , where the laptop throttles to 0.4 ghz if I attach the power chord to the laptop and it and remove the power chord. This is annoying as hell and it won't become normal till I power down the device, and boot with no power chord attached  and do not put the power chord in afterward (yes, I tried to put too much time into solving this issue). Is it a bug with the laptop? I have all the updated drivers and bios.

Here are some other questions I had but the top one is the priority for me now-: 
1. The update to windows 1903for this laptop isn't still officially supported , can I ever hope for it to be verified?
2. How much RAM can be added to this configuration? The manual provided here https://support.hp.com/in-en/product/hp-pavilion-gaming-15-ec1000-laptop-pc-series/32612064/model/38... is not of my product, and and is mistakenly of a 2 year old model.

[praveen196]

@Vivek_Pant Welcome to HP Community!

I understand that the laptop is throttling to 0.4 GHz.

HP Pc’s uses a customized BIOS setting (Tattooed BIOS) of which some features including overclocking and increasing the VRAM are locked.

This is done in the best interest of safeguarding the PC for the optimal performance and not to cause any extensive component failure.

To conclude, the VRAM on your PC is already shared with a specific value, and it's locked and cannot be changed.

I have checked the manual.

Two SODIMM slots, customer accessible/upgradeable DDR4-2400 dual channel support (DDR4-3200 bridge to DDR4-2666, DDR4-2666 downgrade to DDR4-2400) Supports up to 32 GB maximum system memory in the following conƭgurations

 ● 16 GB (16 GB × 1 or 8 GB × 2) ● 12 GB (8 GB × 1 + 4 GB × 1) ● 8 GB (8 GB × 1 or 4 GB × 2)

You could purchase the part from HP, use the HP Parts surfer to identify the part: http://partsurfer.hp.com/search.aspx 

And order it via the HP Parts store: https://parts.hp.com/hpparts/CountryChoice.aspx?mscssid=&ccode=ZZ&lcode=ZZ 

Or alternatively, Contact HP for setting up an order/service via phone support   

Keep us posted,

If you would like to thank us for our efforts to help you, 

Give us a virtual high-five by clicking the 'Thumbs Up' icon below, followed by clicking on the "Accept as solution" on this post, 

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[Vivek_Pant]

Hmm............ Ur response makes me think you either didn't understood my issue or were unable to accept ur company's failure to provide stable firmware. I reflashed the bios again, just to make sure, and the problem has not occured, and hopefully will never occur. I know the difference between thermal throtting and a bug in the software, the laptop only throttles when the charger is pulled off and the laptop is put to DC, and that too if I pulled the charger off after putting the charger on, booting without charger makes the laptop to be in the the normal core clock ie 2-3 ghz. 

Now when I pull off the charger the laptop does go to 0.4 ghz but unlike before it does not lock at that clock but recovers to 2-3 ghz mark. So, I think there was a bug in bios, which causes the laptop to not change its P and C states, please investigate the issue further.

U also mentioned the laptop cannot operate in 3200mhz RAM , but my laptop sepecifically comes preloaded with 3200 mhz RAM which is visible in the product description from ur site. Though this is understandable because you saw that info from the manual, and as I said the manual on the official site is not of 15-ec1052, instead its of older ec0xxx series not newer ex1xxx series which I bought. That mistake is to be rectified and I would like to request your team to update it ASAP so that more people do not get confused.  [READ - pg 11 on the manual u linked to, the model is completely different, along with CPU and memory ]

I also asked you when will the windows 2004 update be officially supported on this machine, is there no ETA till now, will this machine will no longer be supported by HP?

[Vivek_Pant]

Hmm............ Ur response makes me think you either didn't understood my issue or were unable to accept ur company's failure to provide stable firmware. I reflashed the bios again, just to make sure, and the problem has not occured, and hopefully will never occur. I know the difference between thermal throtting and a bug in the software, the laptop only throttles when the charger is pulled off and the laptop is put to DC, and that too if I pulled the charger off after putting the charger on, booting without charger makes the laptop to be in the the normal core clock ie 2-3 ghz. 

Now when I pull off the charger the laptop does go to 0.4 ghz but unlike before it does not lock at that clock but recovers to 2-3 ghz mark. So, I think there was a bug in bios, which causes the laptop to not change its P and C states, please investigate the issue further.

U mentioned the laptop cannot operate in 3200mhz RAM , but my laptop sepecifically comes preloaded with 3200 mhz RAM which is visible in the product description from ur site. Though this is understandable because you saw that info from the manual, and as I said the manual on the official site is not of 15-ec1052, instead its of older ec0xxx series not newer ex1xxx series which I bought. That mistake is to be rectified and I would like to request your team to update it ASAP so that more people do not get confused. [ read : pg 11 from ur manual, both laptop model and cpu model are different from mine ie 15- 1xxx series , not 15-ec0xxx series].

I also asked you when will the windows 2004 update be officially supported on this machine, is there no ETA till now, will this machine will no longer be supported by HP?

[praveen196]

@Vivek_Pant

I understand your concerns.

In that case, I would suggets you conatct our phone support and check for the support option. They will help you.

Here is how you can get in touch with phone support.

1)Click on this link - www.hp.com/contacthp/

2)Select the product type.

3)Enter the serial number of your device or select let HP detect your product option.

4)Select the country from the drop-down.

5)You should see the HP phone support number or Chat option listed.

We are experiencing longer than expected wait times to reach an agent due to the CoViD-19 impact and there might have been issues in you getting the expected resolution on the issue. 

Have a nice day!!