Windows 10 creator edition & AMD Radeon HD 6700M series incompatibility

[jack_i]

Windows 10 creator edition & AMD Radeon HD 6700M series incompatibility

Product Name: HP ENVY 17 Notebook PC CNU2021
Operating System: Microsoft Windows 10 creator edition (64-bit)
Model: lw900av#aba

Windows 10 updated to Creator edition and there's an incompatibility with AMD Radeon HD 6700M series (switchable graphics).

The screen is black and I cannot get Windows 10 to run. I done a complete clean install of Windows 10 several times and have tried several different graphic drivers without success.
Is there a proven compatable AMD graphic driver with Windows 10 creator edition?

[Riddle_Decipher]

@jack_i

Thank you for joining HP Forums. 

I'll be glad to help you 🙂 

As I understand the Windows 10 creator edition & AMD Radeon HD 6700M series is incompatibility,

No worries, as I'll be glad to help you, that said, I'll need a few more details to dissect your concern & provide an accurate solution: 

What kind of issues do you have apart from the black screen?

Any error messages showing up on the screen?

Did you install the drivers from HP or AMD driver?

I recommend you download the latest driver from the AMD website if the updates on HP aren't satisfying your need: Click here to download.

Keep me posted,

If the information I've provided was helpful, 

Give us some reinforcement by clicking the solution and kudos buttons, 

That'll help us and others see that we've got the answers!

Good Luck.

[jack_i]

@Riddle_Decipher
I am in very strong hopes that you as a HP Support Representative can help me resolve my problem.

Responding to your questions:
What kind of issues do you have apart from the black screen?
Screen locks with circling dots.

Any error messages showing up on the screen?
No error messages shown.

Did you install the drivers from HP or AMD driver?
I installed drivers from both HP and AMD without any success.

I attempted to install AMD Driver Autodetect (http://support.amd.com/en-us/download/auto-detect-tool) as you suggested.
The tool would not install with error message: "OS not supported".

I have clean installed / re-installed Windows 10 creator edition version 1703 in excess of five times!

I have downloaded the two (2) AMD files found on web site: http://support.amd.com/en-us/download/desktop/legacy?product=legacy3&os=Windows+10+-+64
Neither of those files would install and were therefore not usable.

On site: Windows 10 Forums (https://www.windows10forums.com/) there mutiple posts (many posts) citing my same issue with NO resolution.

My perception is:
Windows 10 creator edition includes Driect X version 12
AMD drivers do not support AMD Radeon HD 6700M series graphic adapter for Windows 10 creator edition
HP does NOT provide any support drivers suotable for Windows 10 creator edition.

Due to this lack of support, I now have a non-functional HP ENVY 17 laptop computer (a brick door stop!)

I would greatly appreciate your help on getting my issue(s) resolved so that I can once again have a functioning laptop.

[Jeet_singh]

Hi @jack_i,

Thank you for replying,

I appreciate your time and efforts,

First of all you have really done a wonderful job, unfortunately none of these steps have helped to resolve the issue. I would suggest you try to perform a system recovery using the recovery manager. Doing this will wipe off everything and set the computer back to the original factory conditions. So, please remember to back up your data before initiating system recovery. If for some reason the recovery fails. The only other way to install Windows would be to order the recovery media for your laptop and using the recovery media you can install Windows. You can check if the recovery media is available online on www.hp.com/drivers by entering the exact model no. of your laptop. To find the exact model no. click here: http://hp.care/2bygf7l

HP PCs - How to Reset Your Computer to Factory Settings (Windows 10, 8, 7)

HP PCs - Obtaining HP Recovery Discs or an HP USB Recovery Drive

Otherwise, you could also reach HP phone support to order the recovery media. If your product is out of warranty, please choose paid options to get the tech support number.

HP Technical Support can be reached by clicking on the following link:http://h22207.www2.hp.com/us-en/?openCLC=true

(1) Once the support page opens please select the country in which you're located. Next, enter your HP model number on the right.

(2) Next, choose the 'Contact Support' tab at the top and scroll down to the bottom of the 'HP Support- Contact' page to fill out the form provided with your contact information.

(3) Once completed click the 'Show Options' icon on the bottom right.

(4) Lastly, scroll down to the bottom of the page and select 'Get the phone number.' A case number and phone number will now populate for you.

Hope this helps, for any further queries reply to the post and feel free to join us again.

Feel free to post your query for any other assistance as well,

It's been a pleasure interacting with you and I hope you have a good day ahead.

If you wish to show appreciation for my efforts, mark my post as Accepted Solution.

And click on the Purple Thumbs up icon at the bottom of my comment.

Regards,

[PSI-]

Same issue with the driver for all versions of Windows 10. I did all the steps here.

HP ENVY 17 3D Notebook PC A9P77UA#ABA

The best I can do is keep the bugging version of the driver from downloading from Microsoft.

Use the wuhideshow utility to hide both AMD Readeon driver and the Feature update 1703.

Stop automatic driver installation Control Panel > System and Security > Administrative Tools > Services

Disable the service Device Setup Manager.

[mdklassen]

>  Windows 10 updated to Creator edition and there's an incompatibility with AMD Radeon HD 6700M series (switchable graphics).

Through Windows Update, Microsoft released an update on December 18, 2017, to address a problem with AMD Radeon graphics adapters in Windows 10.  The problem was introduced by Microsoft around September 2017. So, run Windows Update.

>  I done a complete clean install of Windows 10 several times.

Try once more, but first disconnect from the Internet, e.g., disconnect the Ethernet cable before starting the install, and clicking "skip for now" if/when the Windows Installer prompts you to try to connect to a wireless network.

Does Windows work "out-of-the-box" ?

Reboot, to confirm that your computer still works before Windows Update can "update" it.

Enable "System Restore", and allocate some disk-space for the "check-points" that it creates.

Manually, take a "baseline" checkpoint for your system.

Results, so far?

[jack_i]

Results so far:

Followed your instructions...

All went well, UNTIL, end of Windows update and the screen went black.

Any recommendations??

[mdklassen]

>  All went well, UNTIL, end of Windows update and the screen went black. Any recommendations?

Occasionally, after the reboot that follows a Windows Update, my computer also has gone "black" for a while.

But, an LED on the computer indicated that the disk-drive was still busy, doing input/output.

So, I just waited for 15 minutes, and then Windows finished the startup procedure.

How long did you wait?  Did your LED blink, in response to active disk-drive Input/Output?

If you reboot, and launch the "Windows Repair", use "System Restore" to time-warp your computer back to a checkpoint that Windows Update created, just before it started to make changes.  Reboot.  Your results?

[PSI-]

So the process I listed only works on version 1511.  AND you must run the wuhideshow utility everytime between windows updates because somehow both the driver and upgrade get put back in the list. This isn't desireable and you'd have to remeber to run it every patch tuesday (second tuesday of the month for those that don't know.) That's assuming MS releases patches on that Tuesday as sometimes they are delayed.

Out of curiosity I used diskpart to activate the restore partitions. Big failure there too. The restore image has issues. Full restore yeilded no bootable O/S at all. The minimal recovery made it a little further. But once I booted in to safe mode the recovery tool said it failed and wouldn't let me do anything in order troubleshoot the original Windows 7 Ultimate x64 image.

[jack_i]

LED stopped blinking and I waited for at least 30 minutes without a response.

I'll try launch the "Windows Repair", use "System Restore"