Intel HD 4600 Graphics driver stopped responding and recovered after Windows 10 1511 upgrade

[AlanL1]

Thought I would pass this along I just came accross this page in HP Customer Support.

Not sure when it was posted but was referred to by an HP Support Agent in another forum the 1st of January.

http://support.hp.com/us-en/document/c01317954
HP did post the issue, just not as public as I would have liked.

Their instructions to update the Graphics Driver does not address the fact that there is not a valid Graphics Driver.

The other instructions to "disable some or all of the visual effects" or "Adjusting settings within the game or program", are only stop-gap solutions that I have not attempted.

Would love to do Step 9 and just replace the Graphics Card.

The final solution is to "perform an HP System Recovery" back to factory image is a solution none of us are finding acceptable.

[tsac]

AlanL1, thanks for the post. After reading many of the HP posts it dawned on me the reason HP and other company's including Microsoft is ignoring the issue is most of the post seem to be pointing to Gamers.  It looks like they think it is for a game display so who cares. Well they better wake up because this issue is also prevalent on enterprise computers like mine and i know my IT group is looking at alternatives like Linux. Microsoft better wake up before the business industry starts to dump them and fix this 

[AlanL1]

Tsac

My guess is that if anyone steps up to accept responsibility, that they then accept liability as well.

It all gets down to $$$$$

[verystressed]

This is ridiculous that HP won't correct this.  I have purchased Compaq/HP for about 20 years.  If they don't fix this soon, I will go to another company on next purchase.  Too many people are frustrated.  It's not right.

[tsac]

I would suggest people do the survey that pops up when entering this site. Maybe if enough negative responses are given someone will wake up and fix the problem or at least point to the lousy product support from Microsoft.

Looking at the Microsoft support sites, all that is suggested is to load useless updates or revert back to older windows versions. The only issue is, soon Microsoft will not support the older products and the "free" upgrade to 10 will expire.

Don't be nice in the survey. If any one is really reading them hopefully some one will wake up.

Also the online HP chat is another useless site. all that is given is the standard run around or useless information.

Alan1L may be right in that the liability is the real issue.

[Bpilgram]

With all due respect, the people who read the on-line surveys and the people who provide "technical support" are, in all likelihood, low level employees or sub-sub-contractors, who are powerless to fix anything beyond the basic scripts such individuals are given to do their jobs -- that's why all the fixes are "update your drivers" "roll back to Windows 8.1" as those are actions you can teach someone off the street working in a boilerroom technical support call center.  Said differently, the technical support people are not software engineers or people who can resolve disputes between HP and Microsoft or Intel.

Hoping that tech support responds is kinda like asking the clerk at the convience store where you buy your gasoline to diagnose and fix your car.  They can tell you how to operate the pump and take your credit card, but cannot tell you why your car does not run well on their gasoline.

The only way, IMHO, to reach individuals who can fix a software engineering issue or resolve an inter-company coordination issue is to provide real-time information to the marketplace in the form of unkind consumer reviews (e.g., HP machines with Intel HD drivers don't work with Windows 10) -- post your experiences on retail outlets and if prospective buyers migrate to other companies, that will be the only way the problem will be escalated to real software engineers and/or marketing types who coordinate with Microsoft and Intel.

[iceshooter]

 OK...

So lets' start  posting links of HP products with Intel 4600 GUs -

I think one of our posts can be used as a boilerplate comment on those vendor sites -

My only concern now is to the extent that they are producing new laptops, have they stopped using the 4600?

Thereby, making us a matter of statisticial attrition - we are a bucket of laptops, etc...that we will be written off as time moves forward? 

Best -

[AlanL1]

My continuing saga with HP Support.

I must say that I have been surprised with the number of responses I have
received from my initial 'Online Chat' contact with HP Support.
I just wish that they had an acceptable solution.

Today I had calls from a Case Manager with the HP AMS TCO

Escalations Team as well as a call from his '2nd' level Support Tech.

The consensus from both of them is that this problem is a conflict between
Microsft Windows 10 and Intel's HD 4600 Chipset/Drivers.
That it is not something HP can correct or be responsible for.

Their 'temporary' solution is to roll back the system to the Factory Image

and install Windows 10 but not the upgrade '1511' if the problem is such

that it makes the system unusable.

Unfortunately this means disabling Windows 10 Update as it’s more of an

all or nothing.  You lose access to the Microsoft Store and can no longer

install new feature upgrades or security patches until you re-enable

Windows Update.  This is done through Windows Services.

I let him know that I felt that the lack of communication from HP regarding

this issue was damaging their relationship with their customer base and

this this lack of communication needed to be addressed by corporate.

I had asked the Case Manager to escalate this up the food chain and

he claims that all his notes are read at HP Corporate. 

I think that at this point we are at the mercy of Microsoft and Intel to

resolve the conflict however long that may take. 

More posting on Microsoft and Intel's site may make for more of an impact.

Hopefully HP will take an active interest in working with all the

parties to expedite a resolution

[iceshooter]

Glad to see that you can pat yourself on the back and have seem to reached higher office in the HP heirarchy, AlanL1 - though we are all in this boat, and have had interaction at one time or another with a HP representative.  

Glad to see HP was able to 'smooth you over' too -

Do you have a link that we can report our disgust to Microsoft and Intel - so they too, can capture the enthustiac rage we have for the circumstance we are all a part of???!

Best -

[tsac]

OK the frustration is mounting. Lets not tear into each other. Remember we all have the problem and are only looking for help or a suggestion that helps.  The effort is to have HP see the level of frustration and potential to harm their business. Unless people think this is useless remember all it takes is for the community to see the problem in multiple forums and the poop will hit the fan.

Play nice. A pat on the back is ok and who knows a stupid suggestion may just work.:smileyhappy: