Website says "We were unable to find drivers for your product." for new Pavilion 15

[MartynB]

I bought this Pavilion 15-eh0507sa last week and it's doing some slightly odd things on wake up from hybrid sleep, so I thought I'd look for updated drivers and BIOS. The support website detects it no problem - product number 287F6EA#ABU, and the correct serial number and product image even. However, once I confirm the machine, the next page just says:

We were unable to find drivers for your product.
Try manually selecting your operating system. If your operating system is not listed then HP may not provide driver support for your product with that operating system.

Brand new laptop, bought last week from Currys PC World. Seemingly unsupported. I'm guessing the support database just hasn't been updated to include the model. Trouble is I can't find any way to talk to a support agent. Obviously the virtual agent is no use for out of band problems like this.

Anybody got any clues?

Martyn

[Prométhée]

hi

yes, it takes a while, before you can find the full product page, sometimes
It can be found from the series here, the computer is present in the list :

https://support.hp.com/us-en/product/hp-pavilion-laptop-pc-15-eh0000/35719385/product-info

HP Pavilion Laptop 15-eh0507sa Product Specifications

You can possibly check some drivers here

https://support.hp.com/us-en/drivers/selfservice/hp-pavilion-laptop-pc-15-eh0000/35719385

[MartynB]

Yeah, those were the broken driver pages I found and the model specific specs page.

I was unable to see any drivers and the hotlink to choose operating system doesn't work on Windows browsers for me at least (multiple PCs, multiple browsers).

However, IF I go to the driver page on a Mac, it works!! I can actually select an OS and drivers get listed. Bizarre!

So I've downloaded BIOS and graphics drivers, and I'll try updating when I get to the laptop in question.

[Prométhée · Accepted solution]

https://support.hp.com/us-en/drivers/selfservice/hp-pavilion-laptop-pc-15-eh0000/35719385

I just tested again, and no problem with firefox

[MartynB]

Ha! That's it!

Yes, Firebox on PC is working. Chrome and Edge on PC, no. Chrome on Mac Yes.

OK, cool. That gives me a workaround. I'm still not convinced that Support Assistant is doing its job, but I'm happy to turn the handle manually, now that I can.

Thanks Prom

[Prométhée]

😉