11-20-2015 04:59 AM
11-23-2015 11:14 AM - last edited on 03-15-2017 03:48 PM by OscarFuentes
Thank you for visiting the HP Forums! A great place where you can find solutions for your issues with help from the community!
I came across your post about the Notebook, and wanted to assist you! I have looked into your issue about your HP ENVY 15-ae109na Notebook and issues with updates. You can do a system restore. System restore will help if something automatically updated and did not go well on the Notebook.
When performing a System restore please note remove any and all USB devices. Disconnect all non-essential devices as they can cause issues.
You could try using the Windows Update Troubleshooting tool to fix any updates that have not come through for Windows. Please restart the Notebook twice to make sure all update have been completed!
Please let me know how this goes.
You can say thanks for trying to help by clicking the Thumbs Up below!.
11-25-2015 11:05 AM
11-25-2015 11:13 AM
Please use the following link to create yourself a case number, then call and it may help speed up the call process:
Step 1. Open link: www.hp.com/contacthp/
Step 2. Enter Product number or select to auto detect
Step 3. Scroll down to "Still need help? Complete the form to select your contact options"
Step 4. Scroll down and click on: HP contact options - click on Get phone number
Case number and phone number appear.
They will be happy to assist you immediately. Thanks.
12-04-2015 04:58 AM
Spoke too soon!
12-11-2015 07:42 PM
I've had the same experience. My Envy 17 is 4 days old. BIOS update ran this evening and my external monitor stopped working. I've been through 2 support chats, the first updated some drivers, rebooted the machine several times and then started a huge Windows update that took an hour to complete. The session was disconnected once that was done. The second attempt had a tech ask me to perform a hard reset to "clear any satistical charges from the laptop". I chose to end that session after having the iPhone chat app tell me that the "technician is not configured properly".
I had the same Intel Serial IO driver installation fail 3 times, it no longer appears on the list of available updates.
I've just found the Windows 10 version 1511 update and I'm going to install that and see if it helps.
Hopefully someone can figure this out.
12-11-2015 08:02 PM
Update: I installed the Cumulative Update for Windows 10 Version 1511 for x64-based Systems (KB3116900) and the HDMI is functioning again. Not sure what the deal was between that and the F.24 BIOS update, but something was definately awry. Hope you were able to get yours back as well.
01-31-2016 10:11 AM
I updated the BIOS again today (31 Jan 2016) and, once again, HDMI stopped working. I had hoped that something would have been learnt from the previous two failed BIOS updates. Sadly I was wrong and I am singularly disappointed at HP.