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-   -   HP laptop updates and graphics issues. (https://www.askmehelpdesk.com/showthread.php?t=744324)

  • Apr 14, 2013, 05:58 PM
    HeatherP
    HP laptop updates and graphics issues.
    I recently received this laptop from a friend, it had not been turned on since 2010.
    It is an Hp HDX premium series laptop
    It has 4gb ram, 2 main hard drives, intel centrino 2, and its windows vista.

    It was windows vista home edition, it would not reset through recovery, so I used my vista business edition restore disk.

    When I started up it worked well enough, then it did automatic windows updates.
    It needed 103 of them.

    I let it go and do updates. Went fine. I started up the laptop after it was done, and when it turned on, after I sign in, the screen freezes and has colorful lines through it, then crashes.

    It has nvidia geforce 9600m gt graphics card, however when I update the drivers, it crashes on the screen again.

    I can't watch movies on the laptop because I don't have proper drivers.

    I can't play games, because I don't have proper drivers.

    This is what I get when I put in cmd ipconfig/all
    Microsoft Windows [Version 6.0.6000]
    Copyright (c) 2006 Microsoft Corporation. All rights reserved.

    C:\Users\heather>ipconfig/all

    Windows IP Configuration

    Host Name.. . : heather-PC
    Primary Dns Suffix.. . :
    Node Type.. . : Hybrid
    IP Routing Enabled.. . : No
    WINS Proxy Enabled.. . : No

    Wireless LAN adapter Wireless Network Connection:

    Connection-specific DNS Suffix . :
    Description.. . : Intel(R) WiFi Link 5100 AGN
    Physical Address.. . : 00-21-6B-3E-74-82
    DHCP Enabled.. . : Yes
    Autoconfiguration Enabled.. . : Yes
    Link-local IPv6 Address.. . : fe80::5102:5d07:9b34:e55b%9(Preferred)
    IPv4 Address.. . : 192.168.0.10(Preferred)
    Subnet Mask.. . : 255.255.255.0
    Lease Obtained.. . : Sunday, April 14, 2013 2:24:12 PM
    Lease Expires.. . : Sunday, April 14, 2013 6:29:24 PM
    Default Gateway.. . : 192.168.0.1
    DHCP Server.. . : 192.168.0.1
    DHCPv6 IAID.. . : 184557931
    DNS Servers.. . : 71.9.127.107
    68.190.192.35
    24.205.224.36
    NetBIOS over Tcpip.. . : Enabled

    Ethernet adapter Local Area Connection:

    Media State.. . : Media disconnected
    Connection-specific DNS Suffix . :
    Description.. . : Realtek PCIe GBE Family Controller
    Physical Address.. . : 00-23-8B-21-E0-07
    DHCP Enabled.. . : Yes
    Autoconfiguration Enabled.. . : Yes

    Tunnel adapter Local Area Connection* 6:

    Connection-specific DNS Suffix . :
    Description.. . : isatap.{B963A9BA-FC3A-44B0-96F9-2DF03E594
    E80}
    Physical Address.. . : 00-00-00-00-00-00-00-E0
    DHCP Enabled.. . : No
    Autoconfiguration Enabled.. . : Yes
    Link-local IPv6 Address.. . : fe80::5efe:192.168.0.10%12(Preferred)
    Default Gateway.. . :
    DNS Servers.. . : 71.9.127.107
    68.190.192.35
    24.205.224.36
    NetBIOS over Tcpip.. . : Disabled

    Tunnel adapter Local Area Connection* 7:

    Media State.. . : Media disconnected
    Connection-specific DNS Suffix . :
    Description.. . : isatap.{BD99ACB0-10BA-46A1-9335-BC886B17A
    360}
    Physical Address.. . : 00-00-00-00-00-00-00-E0
    DHCP Enabled.. . : No
    Autoconfiguration Enabled.. . : Yes

    Tunnel adapter Local Area Connection* 9:

    Connection-specific DNS Suffix . :
    Description.. . : Teredo Tunneling Pseudo-Interface
    Physical Address.. . : 02-00-54-55-4E-01
    DHCP Enabled.. . : No
    Autoconfiguration Enabled.. . : Yes
    IPv6 Address.. . : 2001:0:4137:9e76:1422:2bc7:3f57:fff5(Pref
    Erred)
    Link-local IPv6 Address.. . : fe80::1422:2bc7:3f57:fff5%11(Preferred)
    Default Gateway.. . : ::
    NetBIOS over Tcpip.. . : Disabled

    C:\Users\heather>

    I don't know what else to put here about the computer, where to find the information needed to diagnose what is wrong. Please help.

    Intel(r) core(tm)2 duo cpu p8600 @ 2.40GHz
    Ram 4093
    64-bit operating system

    3 base system devices with yellow !
    1 PCI data acquisition and signal processing controller
    1 sm bus controller
    3 unknown devices
    All with yellow ! Under "Other Devices" in device manager.

    Any help would be appreciated.
  • Apr 14, 2013, 06:47 PM
    InfoJunkie4Life
    You can find the drivers for your computer on the hp support website:

    http://www8.hp.com/us/en/support-drivers.html

    If you are still having trouble then post the Hardware IDs and I will see if I can find the appropriate drivers for your machine. To find the hardware id's open device manager and right click on the devices which have the yellow exclamations next to them. Select properties and then click on the Details tab on the window that pops up. Click on the dropdown selection box and choose Hardware IDs and right click on the first one in the list and select copy. Then paste them into a reply here. Please post the Hardware ID of the graphics card too.

    Furthermore, Could I have your computer's model number? And are you running 32 or 64 bit version of windows vista?
  • Apr 14, 2013, 07:06 PM
    HeatherP
    I have little problem finding the drivers and downloading them, its what happens after I download them that is the issue.

    Ive downloaded the drivers from the website, perfectly. But whenever I get graphics updates, the screen crashes and resets the laptop in a loop.

    Safemode works, but that's it.

    Running 64 bit
    Model number (I think) hp pavilion tk2510us OEM

    As for the drivers
    1) PCI\VEN_197B&DEV_2382&SUBSYS_3610103C&REV_00
    PCI\VEN_197B&DEV_2382&SUBSYS_3610103C
    PCI\VEN_197B&DEV_2382&CC_088000
    PCI\VEN_197B&DEV_2382&CC_0880

    2) PCI\VEN_197B&DEV_2383&SUBSYS_3610103C&REV_00
    PCI\VEN_197B&DEV_2383&SUBSYS_3610103C
    PCI\VEN_197B&DEV_2383&CC_088000
    PCI\VEN_197B&DEV_2383&CC_0880

    3) PCI\VEN_197B&DEV_2384&SUBSYS_3610103C&REV_00
    PCI\VEN_197B&DEV_2384&SUBSYS_3610103C
    PCI\VEN_197B&DEV_2384&CC_088000
    PCI\VEN_197B&DEV_2384&CC_0880

    4) PCI\VEN_8086&DEV_2932&SUBSYS_3610103C&REV_03
    PCI\VEN_8086&DEV_2932&SUBSYS_3610103C
    PCI\VEN_8086&DEV_2932&CC_118000
    PCI\VEN_8086&DEV_2932&CC_1180

    5) PCI\VEN_8086&DEV_2930&SUBSYS_3610103C&REV_03
    PCI\VEN_8086&DEV_2930&SUBSYS_3610103C
    PCI\VEN_8086&DEV_2930&CC_0C0500
    PCI\VEN_8086&DEV_2930&CC_0C05

    6) ACPI\ENE0100
    *ENE0100

    7) ACPI\HPQ0004
    *HPQ0004

    8) USB\VID_138A&PID_0001&REV_0372
    USB\VID_138A&PID_0001

    Under display adapters I only see standard VGA graphics adapter.

    I believe one of the hardware Id's is the graphics card.
  • Apr 15, 2013, 07:46 AM
    InfoJunkie4Life
    1) PCI\VEN_197B&DEV_2382&SUBSYS_3610103C&REV_00
    http://ftp.hp.com/pub/softpaq/sp40001-40500/sp40221.exe
    If that doesn't work, try here.
    http://download.lenovo.com/ibmdl/pub...s/6jx107ww.exe

    2) PCI\VEN_197B&DEV_2383&SUBSYS_3610103C&REV_00
    Same as 1

    3) PCI\VEN_197B&DEV_2384&SUBSYS_3610103C&REV_00
    Same as 1

    4) PCI\VEN_8086&DEV_2932&SUBSYS_3610103C&REV_03
    https://downloadcenter.intel.com/Det...adType=Drivers
    The first download link is probably the correct one.

    5) PCI\VEN_8086&DEV_2930&SUBSYS_3610103C&REV_03
    The Link from 4 should take care of this.

    6) ACPI\ENE0100
    http://ftp.hp.com/pub/softpaq/sp41501-42000/sp41901.exe
    Give this a try.

    7) ACPI\HPQ0004
    http://ftp.hp.com/pub/softpaq/sp39001-39500/sp39123.exe
    Give this a try.

    8) USB\VID_138A&PID_0001&REV_0372
    ftp://ftp.hp.com/pub/softpaq/sp41501-42000/sp41614.exe

    None of these are display adapters.
    1,2, and 3 are for the card reader. 4 and 5 are for the chipset. 6 and 7 are Power Configuration Drivers. 8 is for the fingerprint reader. You will have to follow the same method for the "Standard VGA Adapter" to obtain the HWID for the Graphics.

    The model number you posted seems inaccurate. It is usually on the bottom of the machine, sometimes under the battery. Look for "Model NO:" or "Service TAG" or "Product"

    If any of these drivers do not work, post back. They may not install in safe mode. You may be able to roll back the driver for the graphics in order to get the machine booting properly.

    In device manager right click on the VGA adapter, click properties, and then the driver tab. Choose Roll Back or uninstall.

    Good Luck.
  • Apr 15, 2013, 07:57 AM
    InfoJunkie4Life
    Your model number should look something like this:

    HDXX16-1001TX

    However a service tag number is fine also.
  • Apr 15, 2013, 01:30 PM
    HeatherP
    Okay I will try the links and report back what happens after.

    The only things on the back of the computer are as follows.

    HPTX2000

    KD480AV

    Product: HP pavilion tx2510us OEM

    Then there is a Microsoft product key.

    Right now I am in normal mode, not safe mode. When I install graphics, my screen crashes and does not work normally. I will install from links given, and report if there is a change.
  • Apr 15, 2013, 01:34 PM
    InfoJunkie4Life
    http://ftp.hp.com/pub/softpaq/sp45001-45500/sp45117.exe

    Try this one for your graphics.
  • Apr 15, 2013, 02:44 PM
    HeatherP
    Okay, no more devices with yellow !

    This is what I did.

    Uninstalled VGA; restart cpu; reinstalled automatically.

    Installed Intel Chipset
    Restarted
    No change

    Run sp39123 ; Hard drive protection
    Restarted
    No change

    Run sp40221 ; JMB host controller
    No restart

    Run sp41614 ; finger printer
    No restart

    Run sp41901 ; EME CIR
    "May not have installed"
    Manual restart

    No more unknown devices.

    Will now try the graphics from the link. And will report back after that one.
  • Apr 15, 2013, 03:14 PM
    HeatherP
    1 Attachment(s)
    Quote:

    Originally Posted by InfoJunkie4Life View Post

    I tried this and it installed, no issed on restart however it said there was a warning during installation, as well as saying it may not have installed properly.
  • Apr 15, 2013, 03:30 PM
    HeatherP
    1 Attachment(s)
    This is what comes up when I do a graphics scan on nvidia. Normally when I install this, it crashes the screen. If I install and it crashes, what do I do to uninstall this? And can I do so in safe mode?

    Please let me know before I install. Thank you.
  • Apr 15, 2013, 04:48 PM
    InfoJunkie4Life
    The ATI comes with the catalyst control center and is not compatible with the nVidia software. It would be wise to uninstall anything nVidia. Without the warnings I cannot advise, however if there are still no exclamations in the device manager you're probably all right. Make sure the Graphics no longer says "Standard VGA" but more along the lines of ATI Radeon something or another.

    Happy Computing!
  • Apr 15, 2013, 05:09 PM
    HeatherP
    It still says standard VGA in display.

    Uninstalling anything Nvidia is a bad thing though isn't it? What effects will doing so have on my computer? Also when I try to run a game, it says failed to initiate Direct3D.
  • Apr 15, 2013, 05:33 PM
    HeatherP
    1 Attachment(s)
    This is my device manager
  • Apr 15, 2013, 07:28 PM
    cdad
    When you are installing the drivers are you just clicking on them to install? If that is the case you might want to try to right click and choose run as admin so long as you trust the source. Sometimes as a "user" you don't always have full access to everything when doing an installation.

    ANother thing you can try directly in "Device Manager" is to choose "refresh" or Find new hardware. That should find your card. If you are working in safe mode only it may or may not recognize your card. Would be best to be in windows all the way as when in safe mode many drivers are not loaded in the machine only basic VGA drivers.

    If everything seems to continue failing then you might need to wipe the hard drive and start fresh. Do you know someone with a Vista home version like you have already? Is the genuine windows sticker still on the bottom of your laptop ?
  • Apr 15, 2013, 08:21 PM
    InfoJunkie4Life
    Please post the Hardware ID of "Standard VGA Graphics Adapter." Showing standard will not give you any errors, however, it does indicate that you are not using the full functionality of your graphics hardware. This may cause issues running games and/or other media applications. You may also notice that you can't increase the resolution of your display to its fullest available.

    Does the computer boot normally now?

    A lot of graphics will clash if they're different from what's specified. If you install Intel graphics software on a computer with a MSI card you may not be able to boot the computer or just receive errors. If you post the HWID then I can know exactly what graphics are installed on the computer and advise the proper software. Based on what info I have thus received I think it is some sort of ATI graphics not nVidia. Both the nVidia and ATI drivers were incompatible, otherwise you would have more information provided in the device manager, in the same way when you installed the driver for the "Base System Device" it changed into "SD Card Reader." The Direct3D is provided through the Graphics Controller, however, because the wrong driver is currently installed that feature is not available.
  • Apr 15, 2013, 09:41 PM
    HeatherP
    1 Attachment(s)
    Quote:

    Originally Posted by cdad View Post
    When you are installing the drivers are you just clicking on them to install? If that is the case you might want to try to right click and choose run as admin so long as you trust the source. Sometimes as a "user" you dont always have full access to everything when doing an installation.

    ANother thing you can try directly in "Device Manager" is to choose "refresh" or Find new hardware. That should find your card. If you are working in safe mode only it may or may not recognize your card. Would be best to be in windows all the way as when in safe mode many drivers are not loaded in the machine only basic VGA drivers.

    If everything seems to continue failing then you might need to wipe the hard drive and start fresh. Do you know someone with a Vista home version like you have already? Is the genuine windows sticker still on the bottom of your laptop ?

    I am currently booted normally, not in safe mode.
    Everything installs with permission, IE; I have to click allow for anything I install. Not sure if that's because of administrator rights or not.

    I do not know anyone with the vista disc, mine is more then 5 years old at least. I have wiped the hard drive at least 3 times in less then a week. It is working best now, compared to before but it still gives me issues when it comes to the graphics driver. I installed the Nvidia and it installed, but when I booted up after, I had a black screen.

    I restarted, safe mode, uninstalled, and rebooted again. Then it was fine, so it is definitely my graphics driver. It has a sticker on my laptop for Nvidia, and before it had Nvidia. When I did the scan on the website, as pictured in an earlier post, it showed me the driver/software I needed.

    The sticker on the bottom of the laptop for Microsoft is in tact and is fine. Shows light wear, but is readable.

    As for the Standard VGA hardware drivers, I will post the image for that. It also shows the Nvidia audio driver installed currently.
  • Apr 17, 2013, 06:45 AM
    InfoJunkie4Life
    Try this driver here:

    Drivers | GeForce
    Or
    http://ftp.hp.com/pub/softpaq/sp42501-43000/sp42635.exe

    The model number provided doesn't match on HP's website and it makes it harder to find the proper drivers. I've run into this problem countless times. This is why I asked for the HWID's. They do not lie.

    Let me know how the above links work!
  • Apr 17, 2013, 12:54 PM
    HeatherP
    1 Attachment(s)
    This is what happened after install from first link, will restart and see what happens.
  • Apr 17, 2013, 01:08 PM
    HeatherP
    2 Attachment(s)
    Okay installed, started up, and got a black screen then restart. Then I went into safe mode, no issues.

    However any attempt to start normally ends in black screen and restart.
  • Apr 17, 2013, 01:38 PM
    InfoJunkie4Life
    Try uninstalling PhysX from "Programs and Features" in the control panel.

    If the computer still won't boot after that, remove anything nVidia from Programs and Features. You can also open up device manager and roll back or uninstall the Graphics driver (right click properties) and then reboot and try the first link again.
  • Apr 17, 2013, 02:28 PM
    cdad
    Are you positive you have a nvidia graphics card? What I looked up the specs for your machine it shows ATI Radeon HD 3200.

    Here is where I got the info on it:

    HP Pavilion tx2510us Entertainment Notebook PC | HP® Support
  • Apr 17, 2013, 02:31 PM
    InfoJunkie4Life
    cdad, if the HWID he posted is correct then he does have nVidia.

    https://developer.nvidia.com/sites/d..._ids_jan13.txt

    Device ID 0649
  • Apr 17, 2013, 03:02 PM
    cdad
    Quote:

    Originally Posted by InfoJunkie4Life View Post
    cdad, if the HWID he posted is correct then he does have nVidia.

    https://developer.nvidia.com/sites/d..._ids_jan13.txt

    Device ID 0649

    It appears entirely possible that somehow there is a mistake being made by the report. If that card exists in the system and won't take the drivers then the card is corrupt. Or the system is reporting off the driver and not the actual card. And in going to "safe mode" only vga drivers are going to load.

    At this point. It would be worth a trip to the HP site to check out alternatives. The site I posted leads to the OEM drivers for that machine.

    Nvidia could have been an option and its not listed but with this much going on something is throwing a false flag.
  • Apr 17, 2013, 03:13 PM
    cdad
    Also when you say "would not reset through recovery" did you mean windows recovery or the HP recovery partition on the hard drive?

    To reach the recovery partition press F11 after turning it on and before the windows logo.
  • Apr 17, 2013, 04:09 PM
    HeatherP
    1 Attachment(s)
    Is there a way for me to open up the laptop and find out if there is something wrong with the card? When I do a scan on the webpage for nvidia, it shows up with my card, it also shows up on safe mode.

    And yes, I meant the recovery partition.

    If replacing the graphics card might fix the issue, I would like to know where it is located in my laptop so I can do so.
  • Apr 17, 2013, 04:56 PM
    cdad
    Have you tried opening the recovery partition and does it in fact contain information on it?

    What happens when you push F11 at the start of your machine?
  • Apr 17, 2013, 05:31 PM
    HeatherP
    When I double click, nothing shows up.

    When I push F11 on start up it says at the bottom left "F11-system restore"
    But then starts up normally.
  • Apr 17, 2013, 06:11 PM
    InfoJunkie4Life
    It is not likely that it could be replaced, most laptops have embedded graphics controllers meaning they are soldered right to the motherboard. Although it is possible to replace the components, it really is not feasible.

    HeatherP did you try the steps from my last post?
    Ask Me Help Desk - View Single Post - HP laptop updates and graphics issues.

    NVIDIA GeForce 9600M GT (M for mobile)
    Next Generation Performance Notebook PC - NVIDIA | GeForce
    Drivers | GeForce You could go here to use nVidia's auto-detect tool.

    The HWID is derived directly from the hardware installed, not from the driver assigned to it. They don't lie.

    Having more than one driver installed can make it difficult to install the proper one. It is important to uninstall the previous software associated with a driver before attempting to install the new one.
  • Apr 18, 2013, 12:39 PM
    HeatherP
    I did what you said in the post, and the graphics card is now installed, and it is automatically detected now by the laptop when I turn it on. However now I'm having a new problem. If I try to go on a website like YouTube, anything with video on it, lines of color appear and it restarts.
  • Apr 18, 2013, 01:06 PM
    cdad
    Try uninstalling flash. The when you go to YouTube it should direct you to install it and do a fresh install.
  • Apr 18, 2013, 03:37 PM
    InfoJunkie4Life
    Or go here:
    Adobe - Install Adobe Flash Player

    You may also want to install adobe reader and java.

    Reader is for PDF files and java makes active content on the web work.
    Adobe - Adobe Reader download - All versions

    Download Free Java Software

    Beware of check boxes telling you to install additional software, it would be wise to un-check them.
  • Apr 18, 2013, 08:57 PM
    HeatherP
    I installed adobe and the computer still crashes when I try to play a game or watch anything.
  • Apr 19, 2013, 03:59 AM
    cdad
    Quote:

    Originally Posted by HeatherP View Post
    I installed adobe and the computer still crashes when i try to play a game or watch anything.

    Can you describe what your "crash" looks like? Is it freezing (locking up) or is it restarting or going blank and worst of all the bsod - Blue Screen of Death.
  • Apr 19, 2013, 02:29 PM
    HeatherP
    It only blue screened a handful of times through everything I did to it.
    Normally the "crash" Would be a bunch of colorful lines through the entire screen in bunches, then a freeze, then restart saying it encountered a problem.
    It only went blank after full updates and it only did so on start up, It has not happened after log in.

    What I mentioned above has happened after log in. Directly after, before I can even do anything to try to prevent it. It started up a couple times with Nvidia installed, but when I tried to play a game it crashed again, as mentioned above with colorful lines.
  • Apr 19, 2013, 03:26 PM
    cdad
    Quote:

    Originally Posted by HeatherP View Post
    It only blue screened a handful of times through everything i did to it.
    Normally the "crash" Would be a bunch of colorful lines through the entire screen in bunches, then a freeze, then restart saying it encountered a problem.
    It only went blank after full updates and it only did so on start up, It has not happened after log in.

    What i mentioned above has happened after log in. Directly after, before i can even do anything to try to prevent it. It started up a couple times with Nvidia installed, but when i tried to play a game it crashed again, as mentioned above with colorful lines.

    It sounds like your graphics card is messed up. If you go into windows does it stay on for long? Can you run nvidia diagnostics on it ?
  • Apr 19, 2013, 03:45 PM
    HeatherP
    Without Nvidia it stays on with no problems until I try to play a game. With it installed it runs okay until I try to play a game or watch a movie or YouTube.

    I can try diagnostics, is it on the website? How do I replace it if it is messed up? Is there a way for me to actually see the card itself?
  • Apr 19, 2013, 03:49 PM
    cdad
    You should be able to right click on your main screen and a Nvidia menu should be one of the choices.

    On some models you can replace it and as was pointed out some are hard soldered into place. You might check the manf website and see if it shows how to replace one if that option is available.
  • Apr 19, 2013, 03:59 PM
    HeatherP
    Is there any links you can give me? If not I can go look it up. Thank you.
  • Apr 19, 2013, 04:08 PM
    cdad
    Quote:

    Originally Posted by HeatherP View Post
    Is there any links you can give me? If not i can go look it up. Thank you.

    Link to a PDF file for your machine:

    Ref'

    http://h10032.www1.hp.com/ctg/Manual/c03182899.pdf
  • Apr 20, 2013, 08:27 AM
    InfoJunkie4Life
    There is a high probability that one of your RAM modules is blown. That will cause all of the symptoms that you described. This is not uncommon with ddr2 and ddr3.

    On boot up there should be a diagnostics option (Press F9 I think), that may give you some hint to weather or not this is the case. If it is not that, it is most likely the video memory.

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