CoolSense won't install HP Envy Notebook

[Anfforerobe]

I just bought a HP Envy Laptop with W10 Home single language, and restore it to try to change windows language to factory conditions, after HP service reinstalled everything I lost coolsense and I am sure the seller told me my laptop has it, is a HP ENVY Notebook 13-ab002la.

I tried to install coolsense 2.2 from here http://ftp.hp.com/pub/softpaq/sp67501-68000/sp67743.exe but it says that my prduct does not support coolsense.

My laptop is brand new, it has 4 days and just browsing through facebook rise the temperature extremely high. Could you help me please, I need to run design softwares frequently!

Thank you for your time,

Best regards,

Andrés Forero

[A4Apollo]

Hi! @Anfforerobe, Welcome to HP forums.

I understand you have issues using HP cool sense on your laptop.

Don't worry I'll try to help you out.

Did you make any software or hardware changes on your PC?

As you mentioned when you try to install the HP coolsense software you are getting an error the product does not support coolsense.

HP CoolSense is not installed, nor is it supported, on all notebook computers. HP CoolSense software works only on HP computers and requires accelerometer and thermal control hardware. If your computer originally came with any version of HP CoolSense software pre-installed, your computer has the hardware necessary to support HP CoolSense Technology.

Attempting to download and install HP CoolSense software on a notebook computer that does not have HP CoolSense Technology will result in an error message. If you are not sure if your computer has the necessary hardware, you may attempt the download and installation. Attempting to install the CoolSense software on an HP notebook computer does not harm your computer.

Refer this article to know more information about using HP coolsense technology.

I have checked the specifications of your laptop and it does not have the accelerometer or thermal control hardware to support HP cool sense software.

Refer the product specifications page of the laptop to know more information.

Hope this answers your query!
Have a great day ahead! 🙂

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[Anfforerobe]

Thank you for your reply,

After several tries I could install coolsense 2.0 but 2.2 wont install. So I guess It does support the software. But what I need is for the overheating to stop ocurring, even being idle it get extremly hot. I though the problem was that the laptop did not have the coolsense software, but even after install it, it still gets extremly hight temperatures on the upper part of the laptop.

Could you guide how to take to technical support in Brussels, Belgium.

Thank you,

[Chimney_83]

Greetings @Anfforerobe, I am the @Chimney_83. It looks like you were interacting with @A4Apollo, but he is out of the office today so I'll take over from here.

Thanks for the reply, any new computer will have a lot of Windows updates and driver updates to be installed which could take as long as a week.

Recommend you make sure all the Windows updates are installed. 

Run HP Support Assistant to make sure all the drivers are updated on your computer, especially BIOS and chipset. Click here to know more about HPSA 

If the issue persists after all the updates are installed, recommend you refer to this HP Article and try all the steps suggested. 

If you would like to get in touch with your phone support, please visit www.hp.com/contacthp

Let me know if this helped.