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‎01-24-2017 05:57 AM

HP Recommended

I have a Spectre notebook, in order to make it easier to work from home, I added an HP ENVY 24 monitor, connected via HDMI. Initially I neglected to download and install the correct drivers, the computer kept crashing and after exhausting all diagnostic options looking for the reason, I finally realised that it NEVER crashed when it wasn't connected to the monitor. After a few short, replicable, tests, I confirmed that the monitor was indeed causing the crash - and still is, but I can't understand why. 

 

I've checked the monitor driver, the latest one is installed - it's definitely the correct driver for the monitor. I'm wondering now whether it's possible to update the HDMI drivers, or other graphics drivers that might rectify the problem. It's unbelievably frustrating to keep having to restart the computer every 15-20 minutes. 

 

Any help or advice gratefully received. 

Tuesday 24th January, 2017

1 ACCEPTED SOLUTION

Accepted Solutions

‎02-11-2017 12:15 PM

HP Recommended

Hi @AndrewT_, I am the Jeet_singh. It looks like you were interacting with @Resolv_S, but he is out of the office today so I'll take over from here.

 

Thank you for replying,

I appreciate your time and efforts,

 

I understand you have tried the steps suggested in the previous post and still having an issue with no sound. Let me go ahead and assist you from here.

 

Since you have already tried to uninstall and reinstall the video drivers, I would suggest here is to update the bios and chipset drivers, using this link.

 

Along with that, I would suggest here is to run the video test from F2, using this link.

 

Please respond to this post with the result of your troubleshooting. I look forward to hearing from you. 

 

If you wish to help others looking for the same solution as you've found, mark the post as Accepted Solution.

If you wish to show appreciation for my effort, please click the Thumbs up icon at the bottom of my comment.

 

And I Hope you have a good day, Ahead.

 

Regards,

 

 

Jeet_Singh
I am an HP Employee

View solution in original post

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14 REPLIES 14

‎01-24-2017 02:59 PM

HP Recommended

Hi@AndrewT_,

 

Thanks for stopping by HP Support Forums.

 

I came across your post and would like to help.

 

Need assistance in fixing the Monitor issue. Is that, correct?

 

The issue appears to be either a driver issue or an issue with the cable.

I request you to provide the model number of the PC to which the monitor is connected so that I can find the right drivers for the video card.

 

Hope the solution answers your query. Feel free to reply back for more.

 

Resolv_S

 

I work for HP

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" to say “Thanks” for helping!

 

"HP respects and is committed to protecting the personal information of our covered individuals." You can read more in the HP Privacy Statement.

 

Note: HP Doesn't recommend any upgrade/downgrade of any hardware/software parts or software that is bundled with the product. It may affect the manufacturer's warranty.

Resolv_S
I work on behalf of HP

If you found this post helpful, you can let others know by clicking the “Accept as Solution” button. You can also show your appreciation, with a kudos, by clicking the “Thumbs up" button!

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‎01-24-2017 04:42 PM

HP Recommended

so my system info:

 

Product name:HP Spectre x360 Convertible 13
Product number:L6A11EA#ABU

Motherboard ID:802D
Feature byte:6b7N7R7W8AaBaHaqasauawbEbPbSbVbhbnce.dD
OS version:ML

BIOS:F.43-09/28/2016
Keyboard revision:58.62
Total memory:8.00 GB
Processor name:Intel(R) Core(TM) i5-5200U CPU @ 2.20GHz

 

I've removed some of the info, so let me know if you need it (serial no, software build id and service id). 

 

Intel graphics card 5500, I've just updated the driver: 20.19.15.4549 is the current version, but this doesn't affect the driver properties for the ENVY 24 - I checked today and have the latest driver. Refresh rate when I'm not connected to the monitor is 60hz, when connected to the monitor, it crashes very frequently when the refresh rate is 60hz, but the time between crashes is extended when the refresh rate is 59hz. 

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‎01-24-2017 04:43 PM

HP Recommended

by the way, the cable I'm using is the one supplied with the monitor!

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‎01-25-2017 11:33 AM

HP Recommended

Hey@AndrewT_,

 

Thanks for the response.

 

Then try updating the video card driver and check if that solves the issue.

The link below will help you download the latest driver for the video card.

 

Windows 8.1: http://ftp.hp.com/pub/softpaq/sp70501-71000/sp70824.exe

Windows 10: http://ftp.hp.com/pub/softpaq/sp72001-72500/sp72019.exe

 

Hope this helps. Please share for more assistance.

 

Resolv_S

 

I work for HP

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" to say “Thanks” for helping!

 

"HP respects and is committed to protecting the personal information of our covered individuals." You can read more in the HP Privacy Statement.

 

Note: HP doesn’t recommend any upgrade/downgrade of any hardware/software parts or software that is bundled with the product. It may affect the manufacturer's warranty.

Resolv_S
I work on behalf of HP

If you found this post helpful, you can let others know by clicking the “Accept as Solution” button. You can also show your appreciation, with a kudos, by clicking the “Thumbs up" button!

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‎01-25-2017 04:44 PM

HP Recommended

currently installed drivers are more up to date than the drivers in the download, is there an alternative link?

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‎01-26-2017 10:15 AM

HP Recommended

Hey@AndrewT_,

 

Thanks for the response.

 

Please use the steps below to uninstall the driver for the display form device manager and then use the link I shared in my previous post and update the driver.

Then restart the PC and check if the issue.

 

Uninstall driver form device manager

  • Start Control Panel, click Hardware and Sound, and then click Device Manager.
  • Expand the node that represents the Display Adapters, right-click the device entry, and click Uninstall.
  • On the Confirm Device Removal dialog box, click OK to start the uninstall process.
  • When the uninstall process is complete, remove the device.

Hope this helps. Please share for more assistance.

 

Resolv_S

 

I work for HP

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" to say “Thanks” for helping!

 

"HP respects and is committed to protecting the personal information of our covered individuals." You can read more in the HP Privacy Statement.

 

Note: HP doesn’t recommend any upgrade/downgrade of any hardware/software parts or software that is bundled with the product. It may affect the manufacturer's warranty.

Resolv_S
I work on behalf of HP

If you found this post helpful, you can let others know by clicking the “Accept as Solution” button. You can also show your appreciation, with a kudos, by clicking the “Thumbs up" button!

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‎01-30-2017 06:28 AM

HP Recommended

So just to be clear, you're suggesting I uninstall the current, most up to date, version of the drivers for the HD graphics card, and use the installer link you sent to install an OLDER version of the graphics driver?

 

I don't know when the current driver was installed, it may have been at the time of purchase, or it could have happened subsequently - is there a way to check?

 

Either way, I'm just seeking to clarify that this is what you're suggesting that I do to resolve the issue of the monitor causing my notebook to crash. 

 

Many thanks!

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‎01-30-2017 11:52 AM

HP Recommended

Hey@AndrewT_,

 

Thanks for the response.

 

Yes, you got it right. Use the older version and check if that prevents the crash. As the old driver was working before.

 

Hope this helps. Feel free to reply for more.

 

Resolv_S

 

I work for HP

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" to say “Thanks” for helping!

 

"HP respects and is committed to protecting the personal information of our covered individuals." You can read more in the HP Privacy Statement.

 

Note: HP doesn’t recommend any upgrade/downgrade of any hardware/software parts or software that is bundled with the product. It may affect the manufacturer's warranty.

Resolv_S
I work on behalf of HP

If you found this post helpful, you can let others know by clicking the “Accept as Solution” button. You can also show your appreciation, with a kudos, by clicking the “Thumbs up" button!

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‎02-07-2017 06:19 AM

HP Recommended

Hi - I followed your instructions, I've rolled back the drivers, so far, so good. When I connected the monitor with the newer drivers this morning, it crashed, since rolling back, it seems to be stable which is great. 

 

However... I now have no sound. the Envy 24 has a beats audio soundbar, I've connected with the audio cable into the headphone jack - I can't find any settings relating to the headphone jack specifically - when I disconnect the monitor, the sound works fine through the notebook. 

 

Any advice gratefully received! Sure we'll get there in the end!

 

Thanks!

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