AMD Graphics Driver Issue & Broken Touchscreen (HP Envy x360)

[Filipe10]

Dear HP Support,

I’m experiencing two technical issues with my HP Envy x360 Convertible laptop (Model: 15-ee1xxx, BIOS version F.15, Windows 11 Home 64-bit):

1. AMD Radeon Graphics not working

Despite updating the BIOS and running all Windows and HP Support Assistant updates, my system still defaults to the Microsoft Basic Display Adapter, and the AMD Radeon Graphics device shows Code 22 (device disabled) in Device Manager.

I’ve tried the following steps:

• BIOS update to F.15
• Full Windows Update
• AMD Adrenalin Software (Error 207 appeared)
• Manual driver installation from AMD’s official site
• Rebooting, enabling device, safe mode with DDU cleaning

Still, the system does not properly activate the Radeon GPU.

2. Broken Touchscreen

In addition to the graphics issue, my laptop’s touchscreen is physically broken and no longer responds to touch. I would like to request assistance with repair or replacement options in Ireland.

Could you please advise on:

• How to resolve the graphics issue definitively
• Repair process, warranty or out-of-warranty service for the touchscreen

Here is my system information:

• Model: HP Envy x360 Convertible 15-ee1xxx
• Serial Number: [INSERT YOUR SERIAL HERE]
• OS: Windows 11 Home, 64-bit
• BIOS: F.15
• CPU: AMD Ryzen 5 5500U with Radeon Graphics
• RAM: 16GB

Thank you in advance. I appreciate your support.

Best regards,

Filipe Miranda

[Kuroi_Kenshi]

Hi @Filipe10,

Welcome to the HP Support Community! 

Thanks for reaching out about your query regarding AMD Graphics Driver Issues on HP Envy x360!

We're thrilled to have the opportunity to assist you and provide a solution.

Try these steps:

Enable the Device:

• Open Device Manager by right-clicking the Start button and selecting Device Manager.
• Expand the Display adapters section.
• Right-click on the AMD Radeon Graphics and choose Enable Device if the option is available.

Update or Reinstall the AMD Driver:

• Download the Latest Driver:
  • Visit the AMD Support Page to download the latest compatible driver for your specific graphics card model.
• Uninstall the Old Driver:
  • In Device Manager, right-click on the AMD Radeon Graphics and select Uninstall device. Ensure that you check the box for "Delete the driver software for this device."
• Restart Your Laptop:
  • After uninstalling, restart your laptop. Windows might attempt to reinstall the driver automatically.
• Install the New Driver:
  • Run the downloaded AMD driver installer to install the latest driver.

Check BIOS Settings:

• Ensure that the integrated graphics settings in BIOS are configured correctly. To access BIOS:
  • Restart your laptop and press the Esc key repeatedly until the Startup Menu appears.
  • Press F10 to enter BIOS Setup.
  • Check for any settings related to graphics devices, ensuring the AMD Radeon is enabled if such an option exists.

Perform a System Restore:

• If the issue started recently, a system restore might resolve the conflict. Search for "Create a restore point" in Windows, open it, and use System Restore to revert your computer to a state when the graphics were functioning properly.

Check for Windows Updates:

• Even though you've run updates, verify if any pending updates specifically address driver compatibility. Go to Settings > Update & Security > Windows Update and check for updates.

I hope this helps.

I'm glad I could help! 😊 If this resolved your issue, please mark it as "Accepted Solution" and click "Yes" on "Was this reply helpful?" Your feedback not only keeps us going but also helps others find the solution faster! 👍✨

Take care and have an amazing day ahead! 🚀

Best regards,