HP Spectre x360 13-ap0xxx (5AT00EA) - Random connect/disconnect sounds

[qootec]

Situation:

* Brand new - Windows 10 freshly installed

* No additional hardware connected (except for the power supply)

Problem:

* At random moments, the PC produces the typical disconnect & connect sounds

* HP's website is absolutely not helpful in finding phone numbers for technical support on this device,. None whatsoever.

[IT_WinSec]

Have you installed all the drivers for your PC model yet ?

If you haven't done so, please install them.

Visit https://support.hp.com/us-en/drivers

Select your model

Download and install all based on the PC model and operating system

Additional options may be present in Device Manager or Windows Update >>> http://support.hp.com/us-en/document/c03330139

Eventually, restart your computer.

Try using the built-in hardware troubleshooter to fix the issue

The Hardware Troubleshooter is an automated tool which will check the hardware connected to the computer for any known issues with it and provides the details and on how to fix them. Follow these steps and run the troubleshooter.

    Ensure you are online, connected to the Internet

    Click on the Start button to open the Start menu.
    Type Troubleshooting.
    Open the Troubleshooting app.
    Click on view all option on the upper left corner.
    Select the Hardware and Device options from the list.
    Click Next to run the Hardware and Device Troubleshooter.

    Follow the on-screen instructions

 

[IT_WinSec]

If you prefer talking to HP Support dept. directly via phone, you may give them a call at

USA number >> 1-(800)-474-6836

Other countries/options >> https://www8.hp.com/us/en/contact-hp/ww-phone-assist.html

[qootec]

Already performed:

* Installed HP Support Assistant: it proposed 3 upgrades, but that didn't change any behavior.

* Went to the support that you proposed) to go and download additional drivers.

  Based on the serial number, it ends up on this page:

https://support.hp.com/us-en/drivers/selfservice/hp-spectre-13-ap0000-x360-convertible-pc/23238155/m...

Unfortunately, that page takes forever to load (waited at least 15 minutes) without producing anything else than the image below (used several browsers and PCs).

You're welcome to try the page for yourself. Does it produce anything for you?

* I tried virtually all links on HP's website that looked anything like "support" or "contact" or similar, trying to find anything like the page you've sent me:  https://www8.hp.com/us/en/contact-hp/ww-phone-assist.html

Do you find _any_ path to arrive to your proposed page starting from the normal HP home page?

I was required to enter the serial number (which I did) or autodetect, but always the site pointed me in circles.

Again, multiple browsers and multiple PCs (the latter not for auto-detect of course).

If it would be of any service to your quest, the machine's serial is [edited].

(Moreover, using Edge, the site often produces "Bad Request, cookie too large". All quite disappointing for such a big supplier.)

* I tried the built-in hardware troubleshooter that you pointed to.
The HP PC Hardware Diagnostics Windows 1.5.5.0 indicates success all the way.

The built-in Windows troubleshooting assistant ends without finding any issues.

* The Device manager does not show any devices with lacking drivers or misbehaving.

* Since the sounds are like the USB connect/disconnect sound, I've used USBdeview from Nirsoft to check. There seems to be one disconnected device (the second one in the screenshot below), but even after a "connected" sound, none of the devices seem to change state... 

Thanks for your time,

Johan

[IT_WinSec]

Hi Johan @qootec

Thank you for the detailed response. The drivers page does not load properly and I can confirm the same issue. I will report this to HP internally.

Best would be to re-download/install drivers to make sure all are latest versions.

In the mean time, try going to Start > Settings > DIsplay Settings > Power & sleep > Additional power settings > Change plan settings > Change advanced power settings

Then under 'USB settings', under "USB selective suspend setting' set it to 'Disabled' for both AC power and battery

This may also be opened in Control Panel -> Power options

Here is a link >> https://www.thewindowsclub.com/usb-selective-suspend-enable-disable

If the above did not help, continue the investigation following this article >> https://www.maketecheasier.com/stop-random-usb-connect-noises-windows/

1. Use Device Manager

2. Use USBDeview

Do you see any Device chaning in Device Manager or USB Deview - in USB Deview you can refresh the data with the refresh icon.  Do you see any device constantly chaning Last Plug/Unplug time despite you doing nothing like this ?  Device could be USB or another ?

[qootec]

Thanks for your response.

As I mentioned in my previous post, I already used Device Manager and USBDeview, without success.

I forgot to mention that I already found the suggestion about the power settings, but when I opened it, there are no USB specific settings:

I guess, installing additional drivers is the right thing to do, but that becomes cumbersome when the driver page does not load and HP Support Assistant doesn't find any either. The customer still wanted this PC delivered this year, but that becomes a close call...

Johan

[IT_WinSec]

Hi Johan,

Thank you !

With regards to USBDeview - I understood you. But need to clarify - the devices will still be there after the sound - you need to refresh the list. The only information which may change is the last plug/unplug time. Do you notice any device/time changing there with every sound ?

It's very strange about the USB Power settings because you miss quite a lot of options there. The average Windows has lots of options as you can see/compare from >> https://www.thewindowsclub.com/usb-selective-suspend-enable-disable

With regards to HP Support Assistant - it can only update drivers , drivers which are already installed. HP Support Assistant cannot install drivers which were never present on the computer. Therefore, if you never installed certain driver, HPSA cannot help in this case.

The only options are Windows Update/Device Managaer  *or*  manual installation - drivers taken from HP server/site.

The site may not  e working properly at the moment and this is currently being worked on.

In the meantime I received an information that you may try a different model drivers which should work, too. This model's page is opening well now >> https://support.hp.com/us-en/drivers/selfservice/hp-spectre-13-ap0000-x360-convertible-pc/23238155/m...

Please, open the link above, choose the operating system and download all drivers for all devices. Install them. Eventually restart the PC.

* Do not update the BIOS at the moment as this is slightly different model and BIOS may not be compatible *

Let me know how it goes

[qootec]

With some delay, here my next findings...

I had contact with HP support by phone and after some debugging / diagnostics they declared the system dead-on-arrival. I did not really expect this to be a hardware problem, so instead of sending it back I just ordered a second machine of the same type. That proved my expectations: after installing the second one, it behaved exactly the same.

Then I went on looking for a potential culprit. I already updated the drivers based on the site you suggested, but that was not the solution. I therefore started removing installed software one by one. When I removed the "Intel XMM 7560 LTE-Advanced Pro (Cat 16)" the random connect/disconnect sound stopped. I tried the same on the second system. I kept all the other software, only uninstalling the 7560 software and the noise stopped there as well.

Of course, in device manager, now there is a PCI device that has "unknown" status and doesn't have a driver.So the problem is not definitively solved, but the probable culprit has been found.

Anyway, would you have a suggestion to make use of the WWAN card anyway? That was one of the selection criteria of my customer...

Moreover, I'm now stuck with two spectres while I need only one... Maybe HP can reemburse the second one to compensate for my hours spent debugging a brand new PC 🙂

Johan

[IT_WinSec]

---

@qootec wrote:

Anyway, would you have a suggestion to make use of the WWAN card anyway? That was one of the selection criteria of my customer...

Moreover, I'm now stuck with two spectres while I need only one... Maybe HP can reemburse the second one to compensate for my hours spent debugging a brand new PC 🙂

---

Could you post the hardware ID for the WWAN card you refer to - here is how to find the information >> https://www.wikihow.com/Find-Hardware-ID

If HP Support suggested you return the device back, may be this was the best course of action. I don't speak of HP but I don't think they can compensate your hours of working on this. Instead, if you return back both computers they may be able to refund you for both devices (you already have a case/ticket opened with them, I suppose).  This needs to be addressed with the local HP sales/support team you already have contacted - I am not an HP employee and cannot help you directly with this.

Thank you for your findinds, though. I will report them to HP internally so that they check.

[IT_WinSec]

---

@qootec wrote:

That proved my expectations: after installing the second one, it behaved exactly the same.

Then I went on looking for a potential culprit. I already updated the drivers based on the site you suggested, but that was not the solution. I therefore started removing installed software one by one. When I removed the "Intel XMM 7560 LTE-Advanced Pro (Cat 16)" the random connect/disconnect sound stopped. I tried the same on the second system. I kept all the other software, only uninstalling the 7560 software and the noise stopped there as well.

Of course, in device manager, now there is a PCI device that has "unknown" status and doesn't have a driver.So the problem is not definitively solved, but the probable culprit has been found.

---

@qootec

Johan, could you confirm something... this model comes with Win 10 Home preinstalled?

Does the clicking connect/disconnect issue happen immediatelt after you start the device and set it up ?

Do you perform anything else, any updates, etc ?

Does "Intel XMM 7560 LTE-Advanced Pro" come preinstalled on the device ?

Have you tried using the very latest driver for this device >> https://ftp.hp.com/pub/softpaq/sp92501-93000/sp92646.exe

>> https://support.hp.com/us-en/drivers/selfservice/swdetails/hp-spectre-13-ap0000-x360-convertible-pc/...

Let me know