UPDATED BIOS DOESN'T WANT TO INSTALL ON MY LAPTOP

[Stucky]

Hi!

Thank you for getting back to me.

However, I have great concerns that as an HP employee you haven't been able to provide the correct BIOS update for my computer with the information already provided.

To me this issue should have been resolved by now (it has been going a while with no results).🙄

Additionally, I had grave concern about the request for the serial number of the computer.

My understanding is that is something that should never be posted on a public forum web site so do not feel comfortable posting it.

It appears despite being an HP employee, you're not able to help me with this, and unfortunately, there have been no replies from anyone else out there in HP land so it has been a time consuming dead end.

I don't know what else to say.

If there is someone else at HP that can help me or there is something else you can think of other than my posting the computer's serial number please let me know.

Thank you.

[VikramTheGreat]

Hi @Stucky,

Thank you for taking the time to explain your concerns. I completely understand your frustration, especially since you have been trying to get the BIOS issue resolved for some time. I also want to reassure you that we are continuing to look into this rather than leaving the case unresolved.
 

First, regarding the serial number: your concern is valid. We would never ask you to post your serial number or any other personal/product information publicly. The reason it was requested was that the product number provided identified the system as a base model, and the serial number can help distinguish the exact configuration when checking the applicable BIOS version. If such information is ever needed, it should be shared privately only.
 

For now, you do not need to post your serial number publicly. We can continue using the product number you have already provided while we investigate the BIOS information.
 

We have also found something important while checking the HP Portal. There appears to be an issue with how the BIOS information is currently being reflected for this product. At times, the portal is showing one BIOS version (for example, version 18), while at other times it is showing a newer version (such as version 27) as the latest available BIOS for the same PC.
 

Because the versions are not being consistently displayed, I don't want to provide you with another BIOS update and risk having you install an incorrect package. We are working with the tool/portal information to get this corrected and verified.

Also, Pallipurath is currently unavailable, so I am responding on his behalf and will continue to keep you updated regarding this issue.
 

I sincerely apologize for the time you have already spent trying to get this resolved. We understand that you expected a clear answer much sooner, and we are doing our best to get the BIOS information properly verified before asking you to take any further action.
 

For now, please do not post your serial number or any other personal information on the public forum. We will continue with the product number already provided and keep you updated as soon as we have a confirmed resolution.

[Stucky]

Hi!

Thanks you so much for getting back to me and providing the information you did because my computer can not install important updates at this point until the BIOS is updated.

Based on what you said the issue is with HP, so it is something out of my hands entirely, and there's nothing I can do until it is resolved at HP.

What do I do in the mean time?

Looking forward to hearing from you.

Thank you!

[VikramTheGreat]

Hi @Stucky,

Thank you for getting back to us and for explaining the situation. I completely understand your concern, especially when the BIOS update is affecting your ability to install important Windows updates. We certainly don't want you to feel that you are simply being asked to wait without a path forward.
 

I have checked the BIOS information again, and there is an important update from our side.

The earlier BIOS package F.15 Rev.A was provided under SoftPaq SP151476 (sp151476.exe). However, after reviewing the available HP information, it appears that some of the older BIOS packages were removed from the download listings due to an issue with how the available updates were being maintained/reflected. We apologise for the confusion this may have caused.
 

The good news is that HP has now released an updated F.15 Rev.A BIOS package under a newer SoftPaq: HP 17 Laptop PC 17-cp2000 IDS Base Model Software and Driver Downloads | HP® Support

BIOS F.15 Rev.A – SP172755 (sp172755.exe)
 

This is the newer package released in May, and we recommend installing this version directly rather than trying to use the older SP151476 package.
 

Please try the following:

1. Download and install the SP172755.exe BIOS package using the link above.
2. Keep the notebook connected to the AC adapter throughout the BIOS update.
3. Allow the BIOS update to complete fully and let the computer restart as required. Please do not interrupt the process.
4. Once Windows starts again, check the BIOS version and then try installing the Windows updates that were previously blocked.

After the update, please keep the system under observation for a while and let us know whether the Windows updates can now be installed successfully.
 

We appreciate your patience while we worked through the inconsistent BIOS information. We want to make sure you are using the correct and currently available HP package rather than sending you back and forth between different BIOS versions.

[Stucky]

Hi Vikram,

Thanks for getting back to me about this, but your post mentions an HP 17 Laptop PC-17 cp2000 IDS Base Model.

Mine is a cp200 not a 2000.

From what I understand a BIOS update for the 2000 is not compatible with a 200, and it looks like the information you provided is the same incorrect information not only provided by the last HP employee on this forum but ALSO the same incorrect information the HP site's automatic system / computer detection provided me when trying to locate a BIOS update for my particular computer.

The HP site incorrectly identified my computer as a 2000 not a 200 so sent me to the wrong BIOS file which the computer would not install because it was incorrect.

The HP site also did not recognize the computer by Product Number or the Serial Number.

I have been loyal to HP for decades but have developed grave concerns over the products HP is producing and the quality and reliability of the HP web site itself.

It appears in  reaching out to HP for help, it has led to an extremely time consuming dead end and I am back where I started with the same erroneous information that was provided to me by the last HP employee that responded to my post.

If I am mistaken, please correct me.

Thank you.

[VikramTheGreat]

Hi @Stucky,

Thank you for getting back to us, and I apologize for the confusion this has caused.

I understand your concern, especially since you have already been through this before and do not want to risk installing an incorrect BIOS update.

I have checked the information again based on the product number you provided, 67K39AV. That product number is bringing up our record for the HP 17 Laptop PC 17-cp2000 IDS Base Model.

However, you are telling us that your actual notebook is identified as an HP 17 Laptop PC 17-cp200, not 17-cp2000.

At this point, please do not install the BIOS update previously provided. We first need to make sure we have identified your exact notebook correctly before recommending any BIOS package.

I also checked our available support pages for the model information you provided. The HP support records I can locate are for the HP 17 Laptop PC 17-cp2000 series. Because this does not match the 17-cp200 identification you are seeing on your computer, I do not want to send you back to the same BIOS package again.

Let's verify the computer first
Please send us the serial number through a private message only, if the private-message option is available to you.

Please do not post the serial number publicly in the Community.
You can also press Fn + Esc on the notebook and check the product information displayed there. HP lists Fn + Esc as a method for obtaining product information on HP notebooks.

If possible, please also confirm what Product Name and Product Number are displayed in that window. You can post the Product Name and Product Number here, but again, please keep the serial number private.

Once we have the serial number privately, we can use it together with the product information to determine the correct product identification and make sure we are not directing you to a BIOS package for the wrong model.

[Stucky]

Hi Vikram,

Thank you for the thoughtful reply.

However, there is something you need to know.

When on the computer in need of the BIOS update; HP's automatic detection not only misidentified the computer as a 2000 when it's a 200: HP's automatic detection did not recognize the PRODUCT NUMBER or the SERIAL NUMBER when I continued to attempt to locate the correct BIOS update for that computer, so I doubt getting you the SERIAL NUMBER is going to solve anything , and honestly I don't see a way to send the Serial Number to you privately anyway.

Below is a portion of the system information for the computer in need of help.

It's straight from the computer itself when the system information was pulled up on thing and a screen shot was taken.

It shouldn't require anymore than the above info to track down the correct BIOS update for the darn thing.

Thanks again and look forward to hearing from you about this.

[VikramTheGreat]

Hi @Stucky,

Thank you for getting back to us and for sharing the System Information screenshot. I understand your concern, especially since HP's automatic detection identified a different model and didn't recognise the product information you entered.

The screenshot is helpful and shows HP Laptop 17-cp200, along with BIOS Insyde F.16 dated 5/16/2024. However, the product number previously provided is identifying a different model when checked. Because the product information doesn't match the model reported by the computer, I don't want to recommend a BIOS file until we've validated the exact unit.

This is especially important with a BIOS update. HP recommends installing only BIOS updates provided for the correct HP computer, as installing an incorrect BIOS can prevent the computer from starting or being recovered.

Let’s have HP Support verify this for you
At this point, the best option is to contact our HP Phone Support team. They can review the product identification issue with you directly and help determine the correct BIOS/update path for the computer. Our support guidance recommends regional phone support when additional product validation and personalized assistance are required.

You can reach the appropriate HP Support options through: https://support.hp.com/us-en/contact 

When contacting the team, it would be helpful to mention that:

• HP automatic detection identifies the computer differently.
• The product number is returning a different model.
• Windows System Information identifies the system as HP Laptop 17-cp200.
• The currently installed BIOS is Insyde F.16, 5/16/2024.
• You are looking for the correct BIOS update for this specific computer.

That should give the support team the context needed to investigate the product identification mismatch rather than simply repeating automatic detection.

Also, there is no need to post the serial number publicly in the HP Community. If the support team needs it to validate the computer, the details can be provided directly during the support interaction.

If the computer is out of warranty, support or service options offered by HP may be chargeable, depending on the assistance required. HP's service guidance notes that charges can apply to certain out-of-warranty support or repair services.

Thank you again for taking the time to provide the screenshot and explain what you've already tried. With the product-identification mismatch you've encountered, having our HP Support team validate the exact computer before installing another BIOS is the safest way forward.

[Stucky]

Hi Vikram,

Thank you for getting back to me.

I am grateful for the information you provided.

However; there's no way I would send the computer to HP to have this issue resolved.

It would need to be taken care of over the phone or via written correspondence.

Unfortunately, after everything that's come to light recently if you are unable to locate the correct BIOS update with all the information that's been provided about the computer I have serious concerns it would be resolved talking to a tech on the phone either.

There is also the additional concern about your stating there could be a charge / fee for the assistance.

This is clearly an error on the part of HP which I could not have known about until the BIOS needed to be updated which did not occur until after the computer was out of warranty.

Though I had purchased an extended warranty for the computer even that would have expired before the BIOS update nightmare so feel HP should not charge me anything to get the mess straightened out.

Surely, you can understand that.

I will attempt to contact HP via the link you provided,  but it can't be understated how disappointing all of this has been and how tiring it is trying to get this resolved and may just dump HP (a brand I have been loyal to for decades)  and get another brand of computer.

Thank you so much for your time and trying to help me.

[Deep_World]

Hi @Stucky,

Thank you for your thoughtful reply and for sharing your concerns. I completely understand your position, especially given the time and effort you've already put in trying to resolve this issue.

Based on the nature of the BIOS concern, this will require assistance from our HP phone support team. The phone support team will first validate the issue and review the available options before advising you of any next steps. 

Thank you for your long-standing loyalty to HP and for your patience throughout this process. We genuinely appreciate your feedback, and I hope the support team will be able to provide further clarity regarding the available options for your system.

1) Click on this link—    https://support.hp.com/contact

2) Add or select the product, and change/select your region.

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

4) Choose "other" option from the list

5) Select continue to contact option

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

They will guide you further.

Or, You may also visit the nearest HP authorized service center, the service team will check and assist you.

Kindly follow this link to locate the nearest HP service center:    https://support.hp.com/us-en/help/service-center

(Select the country from the dropdown menu and enter the city name or pincode)

Have a wonderful day!

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Regards,

Deep_World