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Arleneaa
Level 1
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Message 1 of 6
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HP Command Center unable to show performance control

HP Recommended
Envy 15
Microsoft Windows 10 (64-bit)

I had just recently purchased an Envy 15 and I used the HP Command Center, more specifically the performance control to regulate fan speed and such. It was working fine, until it began showing this message: 

 

"The required HP service cannot be found. Please select Download to install the HP service. Restart your PC and install any Windows updates if prompted."

 

I have followed the steps more than once and have updated my drivers. Pressing "download" downloads an .exe which I run and install, however the same message keeps appearing only for the performance control. Network booster still functions, however.

 

When installing, the following lines appear from the command prompt: 

 

"Uninstalling Intel Overclocking SDK
Installing Intel Overclocking SDK
CPU=GenuineIntel
ERROR: The system was unable to find the specified registry key or value.
Intel Overclocking SDK installed."

 

I'm unsure as to what that means, though it may shed some light onto it. 

5 REPLIES 5
praveenbv
HP Support Agent
HP Support Agent
7,672 7,670 338 438
Message 2 of 6
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HP Recommended

Hi@Arleneaa, Welcome to HP Community!

 

Let's start with performing a hard reset on the PC to release any excessive static/power that could have caused the issue. 

  • Turn off the computer. 
  • Disconnect all external connected peripheral devices such as USB storage devices, external displays, and printers. 
  • Unplug the AC adapter from the computer. 
  • Press and hold down the Power button for about 15 seconds to drain any residual electrical charge from the capacitors that protect the memory. 
  • Press the Power button to turn on the computer. 
  • If a startup menu opens, use the arrow keys to select Start Windows Normally, and then press the Enter key. 

Second, you can check if there is Bios update available for your PC, here is the link to download. 

Performing a test on the Hard drive as well as on the Memory from the Hardware diagnostics:  

  1. Hold the power button for at least five seconds to turn off the computer.
  2. Turn on the computer and immediately press Esc repeatedly, about once every second. When the menu appears, press the F2 key.
  3. On the HP PC Hardware Diagnostics (UEFI) main menu, click System Tests.
  4. Click Extensive Test.
  5. Click Run once, or Loop until error.
    While the test is running, the time remaining and test result for each component are shown on the screen. The test can take 2 or more hours to complete.

   NOTE:

If the diagnostics are not available when using the F2 menu, run the HP PC Hardware Diagnostics from a USB drive. To download the latest version of the diagnostics, go to the HP Hardware Diagnostics website. For instructions, see Testing from an external USB device.

 

The best way to resolve the issue is by using the HP Guided Troubleshooter: 

CLICK HERE FOR STEP BY STEP GUIDE (Scroll to the bottom for more options)

(simply select your description of the issue from the bottom of the screen to gain access to the next set of steps that should resolve your concern).

 

Hope this helps! Keep me posted.

 

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!

Have a great day! 

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Arleneaa
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Message 3 of 6
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HP Recommended

Thank you for the reply!

I will reply with every step that I have tried. 

 

I attempted the hard reset, thought nothing changed, HP Command Center still shows the same message as before and attempting to download the HP service did nothing. 

 

About the updates, when I go to detect the drivers that need updating it always shows one as a "Critical" update:  "HP PC Hardware Diagnostics UEFI" 

I have tried to download and install this driver twice now, yet every time I allow the website to detect my drivers it still shows that I need to download that. Maybe I'm doing something wrong? 

It does show me a BIOS update titled "HP Notebook System BIOS Update (Intel Processors)", though when I install it I'm warned that it's an older version than the one I currently have.

 

I performed the extensive test once, and everything that it was able to test passed, with the ultimate result being "PASSED". 

 

After all of this, when I try to download the HP service given to me in the "performance control" section of the HP Command Center, nothing happens even after I reset my laptop. I'm really not sure what changed, as when I first got my laptop it was working just fine.

1 person found this reply helpful
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praveenbv
HP Support Agent
HP Support Agent
7,672 7,670 338 438
Message 4 of 6
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Hi@Arleneaa,

 

`We have done the basic troubleshooting as per the document and the notebook needs to checked taking remote access so that get to know it's a hardware or software issue.

 

I'd suggest you contact HP in your region regarding the service options for your computer or HP Chat Support Team.

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Arleneaa
Author
Level 1
3 2 0 2
Message 5 of 6
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HP Recommended

I understand if it is out of your ability, but this is my last effort before having to deal with HP SmartFriend which I was told to contact, which seems to be a subscription based service I'm hesitant to subscribe to.

 

I just need help understanding this message that appears in the command prompt when Installing the file I was told to. 


"c:\SWSetup\SP112616>ECHO OFF
Uninstalling Intel Overclocking SDK
Installing Intel Overclocking SDK
CPU=GenuineIntel
ERROR: The system was unable to find the specified registry key or value.
Intel Overclocking SDK installed.

c:\SWSetup\SP112616\IntelXTU>SET ERRORLEVEL=0

c:\SWSetup\SP112616\IntelXTU>if 0 GEQ 2 goto ReportErr

c:\SWSetup\SP112616\IntelXTU>cd c:\SWSetup\SP112616\

c:\SWSetup\SP112616>CALL ".\Realtek\Setup.cmd"
Installing Realtek Network Prioritization SDK
Trying to install nt_rtf64 ...

... .\bin\driver\x64\rtf64x64.inf was copied to C:\windows\INF\oem214.inf."

 

While I don't understand nearly any of it, Perhaps the problem lies in the error message? Specifically "ERROR: The system was unable to find the specified registry key or value." 

 

If anyone could at least help with what that line means, it would help me try to fix the issue myself. 

 

Thank you for your patience. 

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ReaverDMV
New member
1 1 0 0
Message 6 of 6
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HP Recommended

I am having this exact same problem with the same error messages. I've had this HP Envy 15 (ep0098nr) for less than two months and the HP Command Center performance controls were working fine until a couple of days ago. I did nothing I'm aware of to cause this, it just suddenly stopped working when I opened Command Center. I was on HP tech support chat for a couple of hours last night where they did a bunch of things that didn't solve the problem. In the end the tech suggested doing a factory reset, but I am hoping to avoid taking that drastic step for such a seemingly small problem.

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