Envy x360 15 aq160sa - Unable to detect extended screen

[JWadd]

Hi, I am trying to fix my friends laptop (Envy x360 15 aq160sa) as up until recently she had been using her laptop along with an extended screen via the HDMI port.

Over the weekend, the screen went blank and no signal message appeared.  Checked the HDMI cable and monitor, both worked with no issues on another laptop.  HDMI socket appeared clean although I did give it a gentle wipe dry wipe down.

I have done all the obligatory checks, reboot, uninstall driver (Intel(R) HD Graphics 620), done HP driver/update scan, Intel driver update scan, installed intel suggested driver, updated windows although was current (Windows 10, version 22H2 build number 10.0.19045.6036).  

Looking at the HP website and after allowing it to do a scan, it correctly identified the laptop model, but didn't offer the Windows 10 22H2 as an operating system.  Tried a few Windows 10 options although nothing of note came up, just one driver for w/lan, but no issues there...

When checking the driver log it stated that the Device not started (igfx), with the details:

Driver Name:oem6.inf 

Class Guid: {4d36e968-e325-11ce-bfc1-08002be103318}.

Service: igfx

Problem: 0x15

Problem Status: 0x0

The BIOS version is F.58

I tried to see if there was an option to switch on the HDMI in the BIOS but it looks like HP have prevented access to advanced settings.

I have tried connecting the monitor via the USB-C using a USB-C/HDMI cable and still nothing.

I have managed to do a workaround, using a USB-A to HDMI adaptor, however I, and my friend, would prefer just to use the HDMI socket.

Does anyone know how to fix or if HP have offered a BIOS update or patch to sort the issue out.  It would appear to be a known issue.

Many thanks

John

[Garp_senchau]

@JWadd, Welcome to HP Support Community,

Thank you for posting your query; I’m here to help by guiding you through steps to resolve this issue

It sounds like you're dealing with a relatively common issue on some HP Envy X360 laptops, especially related to the HDMI not working. Since you've already done a good amount of troubleshooting, let's break this down and work through some additional steps you can try. 

Reinstall Intel Graphics Driver:

Completely Uninstall Intel Graphics Driver:

Go to Device Manager > Display Adapters > Right-click Intel HD Graphics 620 > Uninstall device (check Delete the driver software for this device).

Restart the laptop.

Reinstall the Latest Driver:

Go to the Intel Download Center and search for the latest driver for Intel HD Graphics 620 compatible with Windows 10.

Alternatively, you can reinstall the drivers via HP Support Assistant or HP’s official driver page for the specific model (though I understand this didn’t offer the correct version of Windows before).

Verify Driver Installation:

Once reinstalled, check Device Manager again. Right-click the Intel HD Graphics 620 and ensure it is enabled and there are no errors under the device properties.

Use Windows Display Settings:

Go to Settings > System > Display.

Click Detect to see if Windows detects the external monitor.

You may need to press Windows + P and select the display mode (Duplicate, Extend, Second Screen Only) for the HDMI to work.

Reset BIOS to Default Settings:

If updating BIOS doesn’t help, try resetting the BIOS settings to default.

Use HP Diagnostics:

HP laptops come with built-in diagnostics tools. To run the diagnostics, press Esc as the laptop starts up to open the HP Startup Menu. Choose System Diagnostics, and run tests on the Display and Graphics.

I hope this helps.

Please feel free to reply here if you have any questions or if you need further clarification on any of the steps. 

Take care and have a good day. 

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Regards,