Spectre 360 GTX 1650 not utilized instead of Intel 630

[Pasteli]

Dear all,

I have purchased my Spectre 360, i7 9750, GTX 1650 and the OLED screen yesterday and much to my disappointment, the laptop has been extremely slow and bad with graphics. It is not smooth even in Windows, Chrome etc, and of course, it is truly bad even with the least demanding of games such as Football Manager 2020 and Don't Starve Together...

I have checked the loads of the GPUs and for some reason the system keeps overriding my GeForce preference to use the GTX and keeps loading the poor Intel 630. Note that I have tried the following steps (all while plugged in):

1. Changing global and program settings in GeForce control panel

2. Updating BIOS and all drivers using HP Support Assistant

3. Updating GeForce drivers and performing multiple clean installations

4. Changing performance-battery saver modes

5. Shutting down McAfee

6. Trying all HP Command Centre options

7. Ran HP diagnostics

Nothing seems to be working... Performance is simply unplayable and certainly not what you'd expect from a 2k USD laptop... On top of that, the fans keep getting louder even without any app open, just being idle in desktop. This does not make sense?

I would truly appreciate your support on this as I'm very disappointed and I don't want to be forced to exercise my right to return it within 7 days..

Many thanks

GPU loads

[TEJ1602]

@Pasteli, Welcome to HP Support Community!

I understand you have issues with the performance on the PC.

To assist you better, I would like to know if there is any lag or stuttering during the usage of any graphic intensive apps?

Keep me posted for further assistance.

[Pasteli]

Hi there,

thank you for your response. It actually even stutters on Netflix and YouTube. I’ve ran all the diagnostics, including the extensive ones and everything seems in order. I have also performed a clean installation of windows and tried the latest drivers both for the 630 and the 1650 through the HP Assistant.

However, it cannot even run smoothly on non-graphics-intensive games like Don’t Starve Together or Football Manager... I have also noticed that it occasionally reaches abnormally high temperature (90 degrees Celsius) even in idle Windows environment. I still feel that the two GPUs do not partner very well.

[Echo_Lake]

@Pasteli

Thank you for posting back. 

Don't worry as I'll be glad to help,  I have a few troubleshooting steps we could try to fix the issue:  

Firstly, perform Windows Update and HP Support Assistant: ( do not skip any troubleshooting steps if you feel steps are repeating ) 

To check for updates now, select the Start button, and then go to Settings  > Update & security  > Windows Update, and select Check for updates.

Install updates from HP Support Assistant: Go to Download HP Support Assistant to install the tool.

1. To open HP Support Assistant, double-click the HP Support Assistant icon .
2. Click My devices in the top menu, and then click Updates in the My PC or My notebook pane.
3. Click Check for updates and messages to scan for new updates.
4. Review the list of updates. Updates with a yellow information icon are recommended. Updates with a blue information icon are optional.
5. Click the update name for a description, version number, and file size.
6. Select the box next to any updates you want to install, and then click Download and install.

And, also run BIOS Update: Follow steps from the link: https://support.hp.com/in-en/document/c00042629

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.

[Pasteli]

Hi,

I have already taken all these steps as described in my original post, nothing works. The overheating continued so I had to take the laptop back to HP, they’re currently checking it.

Thanks

[Pasteli]

Guys, I have just received the replacement (brand new) unit and it’s exactly the same issue. Something is terribly wrong with that build. The overheating and the underperformance are simply not what you expect from such an expensive build? That makes zero sense? It can’t run Don’t Starve Together and Football Manager? If you don’t know these games, google their graphics, they’re as basic as they come! Can someone please look into this?

[Pasteli]

Hi again, any idea on how to fix the stuttering on basic games like the ones I mentioned please?