HP ENVY X560 15-bq150na RYZEN system crashing and monitor shown as generic pnp

[MakSteel]

HI, I purchased an HP ENVY X560 15-bq150na RYZEN a few months back. Performance was not great so I reinstalled Windows. Well that opened a whole load of issues.

I have installed and run windows. Updated all patches and drivers. 

Now i have 3 issues. 

1) crashing, the system randomly crashes. I have solved this by disabling the display adapter. THis works perfectly and i never crash. but, i have reduced display and touch screen ability. I have re-installed the drivers, windows drivers, HP drivers with no change

2) i regularly (when driver enabled) get a message that an application has been refused connection to the graphics hardware.

3) when I look at system properties, there is no driver for the laptop display and it shows as generic pnp display.

I believe that fixing issue 1 solves everything, but it may be that not having the correct display/monitor driver is causing the problems. I have searched windows and HP for the necessary drivers without any luck.

I have performed a system restore to the Windows Home version using the recovery USB that I have, but this did not isntall any drivers as part of the recovery so just the same as reinstalling Windows.

Any help you could offer would be greately appreciated.

[Echo_Lake]

@MakSteel

Welcome to HP Forums,  

This is a great place to get support, find answers and tips,
Thank you for posting your query, I'll be more than glad to help you out 🙂

I see that you're experiencing Generic PnP Monitor problem on Windows 10, I appreciate your efforts to try and resolve the issue.

When you see a generic PnP monitor on the device manager, it means the Windows was unable to recognize the device. When this happens, Windows installs a generic monitor driver for it.
Don't worry as I'll be glad to help, however, to provide an accurate resolution, I need a few more details:

• When was the last time it worked fine?

While you respond to that, I recommend you to perform the following steps to isolate the issue and arrive at a fix:

• Right-click on the Start menu button and select Device Manager.
• When the Device Manager window opens, expand the Monitors option. In the expanded menu of Monitors, right click on Generic PnP Monitor. Select the Update Driver option from the right-click menu that opens.
• After the last step, a dialogue box will open up. Here, select the first option, Search automatically for updated driver software. This will download and install the driver automatically from the Internet. When the driver is installed, restart your computer. If Windows was unable to find and install the driver, follow the next step.
• Select Browse my computer for driver software.
• Now, select Let me pick from a list of device drivers on my computer.
• Mark the box beside Show compatible hardware to view the compatible devices. Here, select the compatible device and
• then install it. Step 8. After installing the driver, restart your computer.
• This should fix the issue. If the problem persists, follow the next step.

Updating system drivers from HP support assistance:

First, let's install HP support assistance: Go to Download HP Support Assistant to install the tool.  

Use the HP Support Assistant to automatically install computer updates, such as updated drivers, system updates, and useful utilities.

1. Click My devices in the top menu, and then click Updates in the My PC or My notebook pane.

1. Click Check for updates and messages to scan for new updates.

1. Review the list of updates. Updates with a yellow information icon are recommended. Updates with a blue information icon are optional.
2. Click the update name for a description, version number, and file size.
3. Select the box next to any updates you want to install, and then click Download and install.
4. Perform any other update management actions as needed.

Hope this helps! Keep me posted for further assistance.

If I have helped you resolve the issue, feel free to give me a virtual high-five by clicking the 'Thumbs Up' icon below,

Followed by clicking on "Accept as solution" from the drop-down menu on the upper right corner,

Thank you for posting in the HP Support Forum.  Have a great day!

[MakSteel]

Hi, Thanks for your response.

I have been through both of the methods described for updating the drivers.

• When was the last time it worked fine?
• It worked properly before I reinstalled windows. Had I known i would have had these issues, i never would have done this.

PnP monitor drivers

I have downloaded the drivers but nothing different. Windows says the drivers we have are the best ones for the monitor. Looking at compatible devices then shows nothing that is appropriate for this laptop.

I have downloaded all the drivers from HP Support Assistance. I am 100% up to date and still not working.

So, windows and HP assistance drivers are not working, 😞

[Baraek]

Greetings.

I solved problem No.1 by overwriting the driver installation with the newest Vega 8 driver and Radeon Settings. (Vega 8 driver from Ryzen 5 2400G on AMD website, Adrenalin 2019 Edition 18.12.2)

Problem No. 2 is still present. It appeared, when Windows decided to update the latest version 1809.

Problem No. 3 also seems to be tied to the Windows update.

I discovered a new problem also: My laptop wont go to tablet mode, when I fold it. Keyboard won´t be disabled either. Autorotation of the screen is also broken.

Best solution to this for everyone:

HP, please make sure you have new drivers for us, both in Support Assistant and also  in your website.

As Soon As Possible...

[MakSteel]

Thank you Baraek,

I thought the results of installing the drivers (Vega 8 driver from Ryzen 5 2400G on AMD website, Adrenalin 2019 Edition 18.12.2) but then I accessed Microsoft OneNote and Microsoft People and had the same issues. The GPU resource jumps to 100%, I receive a message that the application is being blocked from accessing graphics hardware then a crash follows shortly after.

But, these drivers are definitely better than the latest versions.

As you have experienced, installing this driver now means that the laptop does not go into tablet mode, although it does change the rotation.

[Echo_Lake]

@MakSteel

Thank you for posting back.

As you've performed relevant troubleshooting steps and the issue persists, this sounds like hardware related. And to help you out, 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 Forums profile Next, to your profile Name, you should see a little blue envelope, please click on it or simply click on this link: https://h30434.www3.hp.com/t5/notes/privatenotespage