"APPLICATION HAS BEEN BLOCKED FROM ACCESSING GRAPHICS HARDWARE"

[Sara1H]

I used the pre installed hp support assistant app to go through with some recent updates, the updates were successful however since I have faced some inconveniences... Common notifications informing me apps have been blocked from the graphics hardware eg; "Application Microsoft Windows Operating System has been blocked from accessing the Graphics hardware", Application chrome.exe has been blocked from accessing the Graphics hardware". And frequent crashes or glitches in which the laptop becomes completely unresponsive and the screen will freeze or turn white.

My younger brother owns the exact same device as me and he is also facing these exact same issues. I cannot get in contact with any customer support at the moment so any advice is very much appreciated.

Thanks Sara.

[Jeet_singh]

@Sara1H,

Thank you for showing your interest in HP Support Forums. It is a great place to find the help you need, from other users, HP experts, and other support personnel. I understand you are in need of support and I'll be glad to assist you.

To provide you with an accurate solution, I'll need a few more details:

Have you recently made any software or hardware changes on the PC before the issue started?

Have you ensured all the drivers are up to date either using Windows update?

Have you tried to uninstall and reinstall the display drivers?

As per the error message, this issue might occur due to following reasons: 
1. The video/display driver you’ve installed is old and not fully compatible with your version of Windows.
2. Visual effects or if too many programs are running in background.
3. The Graphics Processing Unit (GPU) is taking more time than permitted to display graphics to your monitor.

In the meantime, let's try these steps here: 

Let's start off by performing a Hard reset on the notebook: 

Before power resetting your computer, do the following:

1. Disconnect or remove all peripheral devices. Start up the laptop and test the computer by itself, and then reconnect one peripheral device at a time.

2. Turn over the computer and look for a battery compartment door.

   • If there is a battery compartment, use the steps in Reset a laptop with a removable battery.

   • If there is no battery compartment, use the steps in Reset a laptop with a sealed or non-removable battery.

 I recommend to restore the BIOS defaults.You could restore the BIOS with this document selecting the reloading the BIOS default settings. That way it will look at the Hardware installed on the Notebook.

Once done, restart the computer and check.

Next thing, I would suggest here is to Run Windows Updates troubleshooter -

Download and install the troubleshooter from this link.

Now try to perform Windows Updates - 

1) In the search box, type and open Windows Updates. 
2) Check for updates. 
3) If the updates are available, click on install and restart the computer. 

If the issue persists, I would suggest here is to uninstall the display drivers on your PC from device manager.

Right-Click on start button> click device manager> expand display adapters>then select the display drivers that are listed and right-click on it and uninstall the drivers.

Check the box that states delete the software for this device.

Now restart the computer and then update the Bios, Chipset and graphics card drivers on your PC either from our HP support website, using this link or download it using HP Support Assistant

Please uninstall HP support assistant completely from control panel> programs and features

Then install the latest version of HP support assistance from this link: HP PCs - Using HP Support Assistant (Windows 10, 8, 7)

Click on Downloading and installing the latest version of HP Support Assistant.

Please let me know if this resolves the issue, or if you require further assistance!

Eagerly waiting for your response!

that said, If the information I've provided was helpful, 

give us some reinforcement by clicking the solution and kudos buttons, 

that'll help us and others see that we've got the answers!

Good Luck.

[gridironking81]

@Jeet_Singh,

I had the exact same issue as @Sara1H and it happened the exact same way. I downloaded some updates from the HP Support Assistant and then bam, the problem started. I followed your instructions exactly and now I no longer get the error message! HOWEVER, the problem is still happening, just without the error message. Whenver I open Edge and try view something online, after about 10-15 seconds, the screen freezes up, goes white and then the computer reboots. Exact same thing that was happening before just without the error message. 

To answer the questions you asked @Sarah1H, in regards to my computer:

1. Yes, I redently made software/hardware changes (I think). The only changes I made were the updates that were available through the Windows update tab and HP support assistant. Once these were completed and the computer restarted, that's when the issue began to occur.

2. Yes, I have ensure all the drivers are up to date.

3. Yes, I have also tried to uninstall and reinstall the display driver(s). There is only one item listed in my display driver.

My current computer specs (by pressing "fn" and "esc") are as follows:

Product Name: HP ENVY x360 Convertible 15m-bq1xx

Product Number: 1KS90UA#ABA

Software build ID: 17WW3RST602#SABA#DABA

Motherboard ID: 83C6

Service ID: 20184014

BIOS: F.19-11/05/2018

Keyboard revision: 63.19

Total Memory: 8GB

Processor Name: AMD Ryzen 2500U with Radeon Vega Mobile Gfx

Now, I think it is important to note that my wife has the exact same computer but she hasn't installed the updates (as I told her not to since i'm having these issues). The only difference in the specs on her computer are that her BIOS says F.16 not F.19 like mine.

Please help as this is getting quite annoying. I'm about to break this computer because i've tried like a million possible solutions i've googled online and none seem to work. If you can't help me fix it, can I at least see about getting this thing replace or something through the warranty??? Thank you in advance.

-David

[Sara1H]

Phoned customer service today, everything on my laptop is upto date and supposed to be working fine... But the problem still persists.

I was hoping to undo the update but ended up being told the matter had to be sent to some higher level technicians, sent away all my info now I’m stuck waiting even longer for a solution. It’s become increasingly stressful and seems to be effecting quite a few people with the same device just hope hp fixes this as soon as possible.

[gridironking81]

I have a wonderful update Jeet_Singh! ...Not! I got in contact with HP Customer Support over the phone about this issue. Of course, I wrongfully assumed I would be assisted. I spoke with "Mario" who quickly informed me "sounds like you downloaded a malicious virus" ....ummmm no; unless you guys put one in your update! He quickly went back on his statement and looked up a few more details and stated "so it sounds like your having a software issue and not a hardware issue, so I can't assist you unless you sign up for software support for $44.99...are you fricking kidding me right now!? This is disgusting! I shouldn't have to pay HP to fix a problem that HP created! I downloaded this stupid update from the HP assistant tool! Holy mother...I can't believe he shut me out like that! HP, that is extremely rude and disgraceful to HP customers! At least now I know that maybe I shouldn't be buying HP fricking products! Thanks for nothing!

[Jeet_singh]

@Sara1H, @gridironking81,

It's great to have you back and your patience is greatly appreciated. 

After reviewing your post thoroughly, I understand you still have concern with the notebook. Don't worry I'll do my best to help you with this.

I'm sending out a Private message to both with the information you need to get this sorted,

Please check your Private message icon on the upper right corner of your HP Forums profile 

Next, to your profile Name, you should see a little blue envelope, please click on it 

Keep me posted,

that said, If the information I've provided was helpful, 

give us some reinforcement by clicking the solution and kudos buttons, 

that'll help us and others see that we've got the answers!

Good Luck.

[gridironking81]

Jeet_Singh,

I did end up calling HP Customer Support back not too long after hanging up with "Mario" in hopes that the "Mario" incident was an isolated incident. I ended up speaking to "Renaldo" who quickly informed me the number I was calling was for 'out of warranty' products. He transferred me to the 'warranty' department where they informed me that I needed to speak with someone from the 'Envy x360' department. I was not pleased that I had been transferred twice already but I remained optimistic and thought "Well, they have a whole department dedicated specifically to the Envy x360. Surely I'm going to get this solved if their only job is one specific computer".

So now I'm on the phone with my third person already (might I add that you could easily tell that English was not any of these individuals primary language) and he quickly goes through some trouble shooting steps with me. Problem is, these are all the steps I already explained to him that I did. I then asked him if he could just inform me how to roll the BIOS back to F.16 instead of the F.19 that started creating the headache I'm now dealing with. So he goes through the steps with me (the same ones I already tried before, which I told him, and he didn't believe that I did it right). So we finish and wouldn't you know it, my system is still running the F.19. He tries to convince me that the computer BIOS was rolled back and that F.19 was the old version. I explained to him it wasn't, because that's the newest one available from HP's website. He then argues with me and says, "No, 3.5 is the newest. You now have the old you requested". I told him all the BIOS versions have an "F" in front of the number so I don't know where he was getting the 3.5 from.

He then comes back at me and says "let me check some things". I'm on hold now for about 7 minutes (don't know why it takes him that long to look it up on HPs website) and he gets back on and says "Yes, you were right, the newest version is F.19. Is there anything else I can help you with today sir?" ....What?! We haven't fixed my problem yet and you're already asking me that?? I said that a little more professionally though. So I think he gets fed up with dealing with it at this time and tells me, "Well it looks like you're just going to have to send you laptop in to get repaired..."

So, I just wanted to post this because I'm really fed up with HP's amateur abilities regarding customer support. It seems everyone reads from a book or manual and really has no clue about how computers work. HP literally hires random people and gives them access to a database and just has them Ctrl F peoples problems. And to be honest, I really don't think anybody is going to be contacting me via private message to help resolve my issue Jeet_Singh. I've seen countless other posts on these forums where people are told the same thing and no one ever contacts them. If I had the extra time and patience I would make it my mission, at this point, to make it known to as many people as possible how crappy HP treats their customers. Please don't respond to this Jeet_Singh if it's just going to be some stupid generic copy and pasted fricking response.

[gridironking81 · Accepted solution]

@Sarah1H,

Great news!!!! I believe I have discovered how to fix this issue! It took alot of research and I actually came upon the solution by happenstance. Just want to point out real quick that I believe this is the solution because before doing this I wasn't able to be on the internet but for 15 secs before it glitched out, froze up, and rebooted. Now, I've been surfing my butt off and haven't had an issue! 🙂 So I'll try to lay it out as simply as possible.

1) Type in "AMD Radeon Settings" in your windows search bar (lower left corner by start button) and select the app or press enter. Your Radeon Settings menu should open.

2) Click the tab in upper right that say "System". It will display basic information about your system. One of the boxes will be "Radeon Software Version". Mine said version 17.7 I believe (before updating). What's important here is if it says anything other than "18.12.2". If it doesn't say "18.12.2" then this seems to be the problem.

There seems to be a disconnect on HPs part on giving us the most up to date driver. They're giving us an outdated driver with the update which is apparently jacking everything up. Now on to how to get it updated. Just clicking "update driver" seems not to work. Here's how to get it updated (long instructions, sorry. Just want to lay it out Barney style so anybody can do it):

1) Go to AMD's website. Click "Drivers and Support". Go to the section on the page that says "or select product from the list" (don't auto detect or anything else). Select "Processors with graphics", then "AMD Ryzen Processors", then "AMD Ryzen 5 Desktop Processors with Radeon Vega Graphics" and lastly "AMD Ryzen 5 2400G". Now click submit (Yes, I realize my computer has 2500U and is not a desktop, but AMD doesn't have the option for 2500U and the the 2400G is the same driver anyways).

2) There will be a few options to download from the next page. Click "Download" on the one thats titled "Radeon Software"  with the Revision Number "Adrenalin 2019 Edition 18.12.2". File size is 327 MB.

3) Select "Run" when the pop up appears.

4) Then select "Install". It will end up telling you it was succesfully installed. You're NOT done yet. It hasn't really installed yet. Don't restart your computer yet either.

5) Type "Device Manager" in your windows search bar and press enter. Expand the "Display Adapters". Double click the "AMD Radeon(TM) Vega 8 Graphics". Select the "Driver" tab. Then select the "Update Driver" option.

6) Select the "Browse my computer for driver software".

7) At the bottom of the next window there is an option to "Let me pick form a list of available drivers on my computer". Click it.

😎 On the next window, towards the bottom right, select the option that says "Have Disk..."

9) Pop window appears. Click the "Browse" button.

10) It wants you to now locate the file. In the drop down menu at the top, navigate to your (C:) disk. Then double click the "AMD" folder. Now there should be only one folder, but if there is multiple, the name of the folder should have the "18.12.2" in it. Double click that one. Then double click "Packages". Double click "Drivers". Double click "Display". Double click the next folder (should be a folder with some random letters; I believe it starts with a W). For me, there were now 3 options to choose from. DONT select the one that is a folder. the two others have filenames that start with "C" and the other starts with a "U". Double click the one that starts with the "C". That window you were in now disappears.

11) Now click "Ok" in the window thats open (the one you originally clicked "Browse" in).

12) Now you're in the window where you originally clicked "Have Disk..." There is a Model scroll menu with a BUNCH of different options to select. Scroll through the list until you find the one that says "AMD Radeon(TM) Vega 8 Graphics" (mine was bout 3/4 of the way down the list). There will be two of them. I selected the bottom one (don't know if it makes a difference). Select it and then select "Next" at the bottom of the window.

It will now begin to officially install. Once complete, or maybe before it starts (can't remember) it'll give you some warning about the possibility of the driver not being compatible with your system or OS or whatever. Ignore it. Click "Ok" or "Next" or "Proceed" or whatever option gets you past that pop up. Another pop up appears once the install is complete that says you need to restart your computer for the change to take effect. Restart the computer.

After it starts back up, type in "AMD Radeon Settings" again in your windows search bar and press enter. Click "System", and verify the new 18.12.2 version is now installed. Now try browse the internet and do things on your computer again. Should work like a charm now! Haven't had it crash at all and I've been typing this for awhile.

I don't know why HP or windows is not showing this update in their updater tools considering this is causing all kinds of headaches for people. Maybe they'll figure it out. Let me know if this works for you please! I'm anxious to know if it works for others and not just myself! Good luck!

[Sara1H]

Thanks again for this, the amount of detail made it very easy to follow. Used this method for two devices going through the same issue and it took less than 10 minuets to fix. Highly recommend others to try this if they've not yet found a fix to the crippling BIOs update!

[meson]

Thanks a million for your great solution.  I could not use my computer for two months because of the problem.   

I don't know why HP engineer still did not provide the right solution!   I  made the decision, I will buy another computer like as Apple for the next time!  Lazy HP solution center! 

Thanks a bunch, Gridironking81!