01-17-2020 08:32 PM - edited 01-17-2020 08:50 PM
i bought the HP Notebook – 17-by2631ng a few month ago. I used it often as a docking station so i used the HDMI port.
After 4 weeks, the monitor stayed black. After a restart, everythin was fine again. A few days later the same, and it never worked again.
I've tested everything. Different laptop, different cable, different monitor, reinstalling of the Intel graphics driver. Everything works, but not with that laptop, it is 100% due to the HDMI port.
So I sent the laptop for repair (within the warranty period) and got it back after 3 weeks, supposedly repaired. After about 2 weeks the error occurred again.
2 times the problem could ged solved, namely after Windows (after the problem occurred) reloaded the driver HP Inc - Software Component - 1.18.1607.0 driver automatically (no idea about this driver). After a restart, the problem was fixed.
But now it doesn't work again and windows doesn't load this special driver anymore. I could not install the driver HP Inc - Software Component - 1.18.1607.0 manually. A new installation of the Intel display driver from HP support website does not help.
I slowly have no more idea. Should I send the laptop for repair again? Or is it a driver problem?
Thanks in advance
01-20-2020 06:15 PM
@F5_Tornado Greetings from the HP Community!I suggest performing an extensive hardware test on the device to identify any hardware malfunctions before we proceed:
Install the latest version of the HP Hardware diagnostics (UEFI) on your device using this link: Click here for details
- Hold the power button for at least five seconds to turn off the computer.
- Turn on the computer and immediately press Esc repeatedly, about once every second. When the menu appears, press the F2 key.
- On the HP PC Hardware Diagnostics (UEFI) main menu, click System Tests.
- Click Extensive Test.
- Click Run once, or Loop until error.
- While the test is running, the time remaining and test result for each component display on the screen.
If a component fails a test, write down the failure ID (24-digit code) for when you respond back to us.
Let me know how that pans out,
If you feel I was helpful, simply click on Accept as Solution to help the community grow,
That said, I will have someone follow-up on this to ensure you've been helped,
Just in case you don't get back to us within 24 - 48hrs, and have a good day, ahead.
I am an HP Employee
01-21-2020 09:29 AM
I too had an issue with 1.18.1607.0 This was on my Omen cb0006na
My computer automatically installed this update, after a restart I noticed straight away my screen was zoomed in which wasn't normal (125%) instead of 100%. I also noticed the screen seemed to be stuttering slightly and computer definitely wasn't as responsive as it usually is.
Then I noticed my biggest problem - the sleep option was no longer an option - it had totally dissapeared and I could not get it to come back despite trying several solutions I found online.
It was after this I noticed in System Manager there was an error on a PCIe controller (driver cannot be found or is corrupt). Tried installing it but it said the most recent version was installed.
Unsure if this is part of the same problem you have or not but given my screen resolution went haywire plus with the error on the driver I was getting it could be.
Thankfully I had a shadow copy of my Hard Disk I made in November and was able to restore that version. I immediately disabled (hid) 1.18.1607.0 from being downloaded and installed and so far there is no recurring issues - also my sleep option is back,
Prior to restoring the Shadow Copy I did try a System Restore but this did nothing except cause other errors which is why I resorted to restoring the November copy I did.
Perhaps you can restore Windows from a previous date or if you have a recovery drive (something that doesn't seem to be getting done on new computers for some reason) you can re-install windows and download wushowhide from Microsoft to hide 1.18.1607.0.
Hope this helps.