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Soporte al cliente de HP: base de conocimientos

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HP Prime Graphing Calculators - Unable to Update Firmware on Some USB 3.0 Ports

This document is for HP Prime Graphing Calculators.
When trying to update the calculator firmware on some USB 3.0 capable ports, the calculator cannot start correctly and the PC does not recognize it.
nota:
The Prime 1.2 firmware update fixes this issue.

Step 1: Use a different USB port

Use a different USB port to help your PC detect your calculator.
  1. Cancel the firmware upgrade process in the HP Connectivity Kit.
  2. Unplug the calculator from the problem USB port.
  3. Turn the calculator over and insert a paper clip into the Reset hole just above the battery compartment cover. The calculator reboots and returns to the Home view.
  4. Plug the calculator into a different USB port on the PC.
    nota:
    Try using ports on a USB 2.0 hub, even if the calculator is connected through a USB 3.0 Root Device.
  5. Make sure the calculator displays in the HP Connectivity Kit window.
  6. Using the HP Connectivity Kit, try to upgrade the firmware.
    • If the issue is resolved, you do not need to continue troubleshooting.
    • If you are still unable to upgrade the firmware, continue to the next step.

Step 2: Use Device Manager

Uninstall the calculator using Device Manager to force the computer to detect it. You need administrative privileges on the computer.
  1. Leave the HP Connectivity Kit waiting/hung in the firmware update process.
  2. Leave the HP Prime Calculator in recovery mode. Do not reset it.
  3. Click the Start menu, and then search for Device Manager.
  4. Click to highlight the USB devices that show up in an error state (denoted by a yellow or red warning sign).
    Figura : Example of Device Manager and USB device in an error state
    Image: Example of Device Manager USB device in an error state
  5. Under the Action menu, select Uninstall. Follow the onscreen instructions to uninstall the device in error state.
  6. Once you uninstall the device, click the Action menu, and then select Scan for new hardware.
    The HP Connectivity Kit automatically starts the firmware upgrade process once Windows declares the device is ready to use.
    Figura : Example of Device Manager and Prime on USB 2.0 Hub, on USB 3.0 Host Controller
    Image: Example of Device Manager and Prime on USB 2.0 Hub, on USB 3.0 Host Controller

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País/región: Flag Argentina

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