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HP Recommended
HP ENVY x360 15.6 inch 2-in-1 Laptop PC 15-ey0000 (54J84AV)

Whaauw, I think (again) I found a solution. Or should I say I found what has been causing my external display issue since Febr 8th 2024.

 

First of all my platform is an HP Envy X360 2-in1 Laptop 15-ey0xxx

Productnumer 6F814EA#ABH, configured with 16GB of RAM
Installed OS Windows 11 version 23H2 (Build 22631.3593)

Have installed all available patches through Windows Update, including all optional patches!

 

My external display is connected through HDMI:

Philips 346E2C (34 inch Wide curved LCD MONITOR)

Internal display of laptop is NOT used/configured (only use external display: display 2).

 

My challenges: Since febr 8th 2024 my external display is (more or less) randomly setting the display into 'racing mode'. This mode can be changed manually through some knobs on the display (8 different settings) or thgouth the appplication SmartControl (which I downloaded from the Philips website).

 

There was a specific situation in which the challenge re-occured again and again. After starting WSL (Ubuntu) the display always switched back into racing mode! So frustrating. And more over it changed back at random intervals.

 

Many people reported more or less the same challenge (switching back to racing mode). However no where a solution so far. I got more and more frustrated by this cause it takes me lots of time to readjust the display day after day since Febru 8th 2024. I found an item in MS forums: https://answers.microsoft.com/en-us/windows/forum/windows_11-hardware/monitor-settings-randomly-chan...

 

First I discovered that almost every time that the display got reset an action was reported in the directory: %APPDATA\Local\HP\HP Display Handler\ where a logfile got stored for every day since the challenge started: ie. HP Display Handler.log.20240517.active

 

Then I started to use procmon from the Sysinternal Suite! And I got to learn the a process accessed the logfile in the directory HP Display Handler. The process: C:\ProgramData\HP\Telemetry\collectors\hp-telemetry-peripheral-collector_ver_3.0.4737034\ProcInfo.exe for example. One for each day since Feb 8th 2024.

 

OK, Next step now is to rename the directory where the ProcInfo.exe file is stored to a different name. For now: C:\ProgramData\HP\Telemetry\collectors\OLD___hp-telemetry-peripheral-collector_ver_3.0.4737034\ProcInfo.exe

 

REBOOTED THE SYSTEM AND SO FAR SO GOOD!!!!

 

I checked the Windows Update History log

ON February 8th 2024 installed: HP Inc. - SoftwareComponent 1.64.3526.0

Guess that this patch has been causing me headaches!!!

 

OH NO!!!
On May 22nd installed HP Inc. - SoftwareComponent - 1.66.3762.0 and the problem is back. Directory C:\ProgramData\HP\Telemetry\collectors\hp-telemetry-peripheral-collector_ver_3.0.4737034 is reinstalled. Changed name of directory again!!! Reboot and problem disappeared

 

1 ACCEPTED SOLUTION

Accepted Solutions
HP Recommended


UPDATE: July2nd 2024. The racing mode issue still seems to have been adressed by the update in this 'reply'. Thanks HP!

 

Today June, 28th 2024 another HP Inc. SofwareComponent optional update got availble through Windwos Update; HP Inc. - SoftwareComponent - 1.68.3814.0. I installed it and the issu I reported yesterday seems to be solved!!!!

View solution in original post

6 REPLIES 6
HP Recommended

Hi @HuubvB,

 

Welcome to The HP Support Community.  

 

Thank you for posting your query, I will be glad to help you.

 

I understand your external monitor connected to your HP Envy X360 2-in-1 laptop is randomly being set to "racing mode," there are a few troubleshooting steps you can try:
 

  • Check Monitor Settings: Ensure that the monitor's settings are correctly configured. Look for any specific display modes or presets that might be causing the "racing mode" behavior. Resetting the monitor to its default settings could also help.
  • Update Drivers: Make sure your graphics drivers are up to date. Outdated drivers can sometimes cause compatibility issues with external monitors. You can update your drivers through the Device Manager or by downloading the latest drivers from the HP website. Software and Drivers for HP ENVY x360 2-in-1 Laptop 15-ew0xxx
  • Check Cable Connections: Ensure that the cable connecting your laptop to the external monitor is securely plugged in on both ends. A loose connection could cause intermittent display issues.
  • Try Different Cable/Port: If possible, try using a different cable to connect your laptop to the external monitor. Additionally, try connecting to a different port on your laptop or monitor to rule out any issues with a specific port.
  • Disable Display Scaling: Sometimes, display scaling settings can cause issues with external monitors. Try disabling display scaling or adjusting the scaling settings to see if it resolves the problem.
  • Power Settings: Check your laptop's power settings to ensure that they are not affecting the external monitor. Some power-saving features may affect the display output.
  • Check for Interference: Nearby electronic devices or sources of electromagnetic interference could potentially affect the display signal. Try moving your laptop and monitor away from other devices to see if it resolves the issue.
  • Reset Graphics Settings: If you've made any custom graphics settings, try resetting them to default and see if that resolves the issue.
  • Update Firmware: Check if there are any firmware updates available for your laptop or monitor that could address compatibility issues. Update the firmware on an HP printer
     

Refer to this document:  HP ENVY x360 2-in-1 Laptop 15-ew0xxx User manual

 

I hope this helps. 

 

Take care and have a good day.

 

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

Take care and have a good day.
Gaya1239 – HP Support.
HP Recommended

Dear Gaya1239,

Many thanks for your message. However I hope you don't mind that I am a bit suprised. The primary reason is that in my post - to which you respond - I have written down a workaround for the problem I describe. In my simplistic view of the world it is the HP Telemetry software (installed on the new laptop I purchased) which causes the 'racing mode' issue.

 

For the results of my research I do recommend you go to the Microsoft https://answers.microsoft.com/en-us/windows/forum/windows_11-hardware/monitor-settings-randomly-chan... 

 

Furthermore on your comments: if I checked all of them and with no result I started to undertake my own research. Even earlier this week when my workaround was in place, I installed an HP INC. SoftwareComponent optional update through Windows Update and the 'racing mode' challenge was back again! So I did implement my workaround again (change the name of directory C:\ProgramData\HP\Telemetry\collectors\hp-telemetry-peripheral-collector_ver_3.0.4737034) and the issue disappeared again. And on a final note: I have 2 identical laptops at home (one for me and one for my spouse). Connecting the Philips monitor to the other laptop showed the same 'racing mode' issue. Same workaround installed and gone.

I hope you're able to contact the right people who develop and maintain the HP Telemetry software since I am almost 99,9% certain the resolution can be found there!

HP Recommended

Hi @HuubvB,
 

Thank you for your response, I appreciate your efforts. As the issue persists, I am sorry to hear that I'm sending out a private message to assist you with the next course of action. 

 

Please check your Private message icon on the upper right corner of your HP Community profile Next, to your profile Name, you should see a little blue envelope, please click on it or simply click on this link.

 

I hope this helps! Keep me posted for further assistance.

 

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

Take care and have a good day.
Gaya1239 – HP Support.
HP Recommended

Yesterday June 26th 2024 I noticed through WindowsUpdate another HP Inc SoftwareComponent update with number 1.67.3794.0  =  Since someone has to take the burden to test if the issue of 'racing mode' is gone, I decided to install.

 

Firtst of all the package installs a 'new' or 'other' version:
C:\ProgramData\HP\Telemetry\collectors\hp-telemetry-peripheral-collector_ver_3.0.4646390. A bit weird since usually updates take a 'highher' number sequence. The installed version was version: 3.0.4737034 which actually suggest I have to do with a predecessor and not a successor of the current version. After installation I conducted a reboot.

 

Things demonstrated to be worse then before. First the 'racing mode' issue was back after the reboot. So I performed the renaming of the directory expecting the 'racing mode' issue not to reoccur just like last time. But this time the Telemetry software came to the conclusion that the directory hp-telemetry-peripheral-collector_ver_3.0.4646390 was not availble on my system and installed it (I don't know from where). Sad conclusion: my previous work-around was broken!!

 

Still not caught by this and thinking of another workaround. Since I researched that the 'racing mode' issue occured on my system executing the ProcInfo.exe program on my computer. So I wrote a small C Program "main() { exit(0); }, compiled it and moved it to the directory C:\ProgramData\HP\Telemetry\collectors\hp-telemetry-peripheral-collector_ver_3.0.4646390

 

24 hours later I guess that this workaround now works! Till HP surprises me again.

HP Recommended


UPDATE: July2nd 2024. The racing mode issue still seems to have been adressed by the update in this 'reply'. Thanks HP!

 

Today June, 28th 2024 another HP Inc. SofwareComponent optional update got availble through Windwos Update; HP Inc. - SoftwareComponent - 1.68.3814.0. I installed it and the issu I reported yesterday seems to be solved!!!!

HP Recommended

Today, July 19th 2024 installed through Windows Update the optional update HP Inc. - SoftwareComponent - 1.68.3826.0 and the feaking 'racing mode' issue is back. I'm getting desparate.

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