when plugged in netflix is hd, when not plugged in it's 4K

[allan276]

I have 4K available on Netflix.  When plugged in and charging, I get hd.  When not plugged in I get 4K.  How come?

[The_Fossette]

@allan276,

Welcome to the HP Support Community!

I assure you I will try my best to get this sorted.

In order that I may provide you with an accurate solution, I will need the product number and the exact model for your computer.

Follow the steps in the below article to find the product details.

https://support.hp.com/us-en/document/c03754824

Look forward to hearing from you and you have a great day!

Take care.

Cheers!

[allan276]

charger plugged iuncharger not plugged in

[The_Fossette]

@allan276,

I will need the product information to assist you in this regard. Please share the requested details.

Cheers!

[allan276]

computer name: HP ENVY - 13-aq0044nr

product number:  6TX95UA#ABA

[The_Fossette · Accepted solution]

@allan276,

Thank you for the information.

I recommend you update the BIOS and the graphics driver from the below link and check if it helps.

BIOS: https://ftp.hp.com/pub/softpaq/sp104001-104500/sp104215.exe

Graphics: https://ftp.hp.com/pub/softpaq/sp102001-102500/sp102016.exe

Let me know how it goes and you have a great day!

P.S: Welcome to the HP Support Community 😊

If you wish to show appreciation for my efforts, mark my post as Accept as Solution. Your feedback counts!

Cheers!

Stay Home – Stay Safe

[allan276]

Works fine now. Thanks.

[allan276]

Well, I updated the bios and graphics. I tried it and it worked once.  I figured your suggestion worked.  I thought you had solved my problem.  I was wrong. Things are back to exactly it was before.

[The_Fossette]

@allan276,

I recommend you perform a reset on the computer following the steps in the below article and check.

https://support.hp.com/in-en/document/c04742289

Let me know how it goes.

Cheers!

[allan276]

I did the reset. I checked Netflix several times.  Everything worked perfectly.  Then I download the new version of windows edge.  I got hd whether my computer was plugged in.  I did a reset again with the same result whether plugged in or not, it said the Netflix selection (which should have been 4K) was hd.