Need help on Laptop 15-ec1073dx

[PBoo01]

Hello,

I am not sure where to ask for help. 

I purchased a laptop for my daughter just over a year ago, and today went to update her drivers for her today. There is a sticker on the front of the computer that says Geforce GTX so I tried to look up which model it was, only to find the computer does not have Geforce at all. So I checked the Device Manager, and System information, and everything says it is AMD Radeon integrated graphics.

I found this odd, so I went back through everything I had and found my order and looked up the SKU at Best Buy. The SKU is 6427566. I found it on their website and in my account history as: HP - Pavilion 15.6" Gaming Laptop - AMD Ryzen 5 - 8GB Memory - NVIDIA GeForce GTX 1650 - 256GB SSD - Shadow Black

So I went online and chatted with someone, and they said I had to bring it to a store. I brought it to a store, and the tech, who was very nice, verified there was no GeForce Nvidia graphics or even driver on the laptop. He said the graphics card probably just stopped working and since it was out of warranty by a few days there was nothing to do.

Well I went to HP website to check the specs and looked up this model I bought from Best Buy: 15-ec1073dx and it says:

Video graphics

AMD Radeon™ Graphics Integrated

This is from https://support.hp.com/us-en/document/c06955344

This matches exactly what my computer says is on it. It is using the integrated graphics.

My model: 15-ec1073dx

Product # 1S8F3UA

Best Buy Order ID: {removed per forum guidelines}

I am not sure where the mess up is, but I bought this from Best Buy in an attempt to get a laptop with a graphics card in it for my daughter. What can I do at this point?

Thanks!

[Echo_Lake]

@PBoo01

Thank you for posting on the HP Support Community.
 

Don't worry as I'll be glad to help, 

I did go through the Product Specifications of the product and found out your computer was built with AMD Radeon™ Graphics, not with the NVIDIA GeForce. To get the answer to this question, Nothing can be done apart from switching to NVIDIA GeForce. 
 

If you still need additional technical assistance that can be better provided through one-on-one interaction or a remote session with our HP Support team if you would like to continue troubleshooting. I would request you to contact our Support and our Support Engineers should be able to sort this out. HP Support can be reached by clicking on the following link: https://www.hp.com/us-en/contact-hp/ww-phone-assist.html
 

Hope this helps! Keep me posted for further assistance.
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