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SUPPORT COMMUNICATION- CUSTOMER ADVISORY

Document ID: c05841987

Version: 2

Advisory: HP ENVY, Pavilion and OMEN Consumer Notebook PCs - Error: HP Accelerometer Doesn't Work

Notice:: The information in this document, including products and software versions, is current as of the release date.The document is subject to change without notice.

Release date : 21-Nov-2017

Last updated : 21-Nov-2017

DESCRIPTION
The HP 3D DriveGuard software stops and displays a Compatibility Assistant message. This occurs on Windows 10 Fall Creators Update (RS3) each time the computer is started.

The following message is displayed:

This app can't run on this PC
HP Accelerometer doesn't work on this version of Windows. An updated app may be available.
Figure 1: Compatibility Assistant message.

SCOPE
All HP ENVY, Pavilion and OMEN consumer notebooks may be affected.
Computers:
  • HP ENVY 13-ad000 Laptop PC
  • HP ENVY 13-ad100 Laptop PC
  • HP ENVY 14-u000 Notebook PC
  • HP ENVY 14-u100 Notebook PC
  • HP ENVY 14-u200 Notebook PC series
  • HP ENVY 15-aq000 x360 Convertible PC
  • HP ENVY 15-aq100 x360 Convertible PC
  • HP ENVY 15-aq200 x360 Convertible PC
  • HP ENVY 15-as000 Notebook PC
  • HP ENVY 15-as000 Notebook PC (Touch)
  • HP ENVY 15-as100 Notebook PC
  • HP ENVY 15-as200 Notebook PC
  • HP ENVY 15-bp000 x360 Convertible PC
  • HP ENVY 15-bp100 x360 Convertible PC
  • HP ENVY 15-bq000 x360 Convertible PC
  • HP ENVY 15-bq100 x360 Convertible PC
  • HP ENVY 15-j000 Notebook PC series
  • HP ENVY 15-j000 Quad Edition Notebook PC series
  • HP ENVY 15-j000 Select Edition Notebook PC series
  • HP ENVY 15-j100 Notebook PC series
  • HP ENVY 15-j100 Quad Edition Notebook PC series
  • HP ENVY 15-j100 Select Edition Notebook PC series
  • HP ENVY 15-k000 Notebook PC
  • HP ENVY 15-k000 Quad Edition Notebook PC series
  • HP ENVY 15-k100 Notebook PC
  • HP ENVY 15-k200 Notebook PC (Touch)
  • HP ENVY 15-k200 Notebook PC series
  • HP ENVY 15-k300 Notebook PC series
  • HP ENVY 15-v000 Notebook PC series
  • HP ENVY 15m-bp100 x360 Convertible PC
  • HP ENVY 15m-bq100 x360 Convertible PC
  • HP ENVY 17-ae000 Laptop PC
  • HP ENVY 17-ae100 Laptop PC
  • HP ENVY 17-k000 Notebook PC
  • HP ENVY 17-k100 Notebook PC
  • HP ENVY 17-k200 Notebook PC (Touch)
  • HP ENVY 17-k200 Notebook PC series
  • HP ENVY 17-k300 Notebook PC
  • HP ENVY 17-u000 Notebook PC
  • HP ENVY 17-u100 Notebook PC
  • HP ENVY 17-u200 Notebook PC
  • HP ENVY m6-aq000 x360 Convertible PC
  • HP ENVY m6-aq100 x360 Convertible PC
  • HP ENVY m6-ar000 x360 Convertible PC
  • HP ENVY m7-k000 Notebook PC series
  • HP ENVY m7-k100 Notebook PC
  • HP ENVY m7-k200 Notebook PC series
  • HP ENVY m7-u100 Notebook PC
  • HP ENVY TouchSmart 15-j000 Notebook PC series
  • HP ENVY TouchSmart 15-j000 Quad Edition Notebook PC series
  • HP ENVY TouchSmart 15-j000 Select Edition Notebook PC series
  • HP ENVY TouchSmart 15-j100 Notebook PC series
  • HP ENVY TouchSmart 15-j100 Quad Edition Notebook PC series
  • HP ENVY TouchSmart 15-j100 Select Edition Notebook PC series
  • HP Pavilion 11-ad000 x360 Convertible PC
  • HP Pavilion 11m-ad000 x360 Convertible PC
  • HP Pavilion 13-u000 x360 Convertible PC
  • HP Pavilion 13-u100 x360 Convertible PC
  • HP Pavilion 14-ba000 x360 Convertible PC
  • HP Pavilion 14-ba100 x360 Convertible PC
  • HP Pavilion 14-bf000 Laptop PC
  • HP Pavilion 14-bf100 Laptop PC
  • HP Pavilion 14m-ba100 x360 Convertible PC
  • HP Pavilion 15-au000 Notebook PC series
  • HP Pavilion 15-au000 Notebook PC series (Touch)
  • HP Pavilion 15-au100 Notebook PC
  • HP Pavilion 15-au500 Notebook PC series
  • HP Pavilion 15-au600 Notebook PC
  • HP Pavilion 15-bc000 Notebook PC series
  • HP Pavilion 15-bc000 Notebook PC series (Touch)
  • HP Pavilion 15-bc200 Notebook PC
  • HP Pavilion 15-bc300 Notebook PC
  • HP Pavilion 15-bk000 x360 Convertible PC
  • HP Pavilion 15-bk100 x360 Convertible PC
  • HP Pavilion 15-p000 Notebook PC series
  • HP Pavilion 15-p100 Notebook PC series
  • HP Pavilion 15-p200 Notebook PC (Touch)
  • HP Pavilion 15-p200 Notebook PC series
  • HP Pavilion 17-ab000 Notebook PC series
  • HP Pavilion 17-ab000 Notebook PC series (Touch)
  • HP Pavilion 17-ab200 Notebook PC
  • HP Pavilion 17-ab300 Notebook PC
  • HP Pavilion 17-f000 Notebook PC series
  • HP Pavilion 17-f100 Notebook PC series
  • HP Pavilion 17-f200 Notebook PC (Touch)
  • HP Pavilion 17-f200 Notebook PC series
  • HP Pavilion 17-g000 Notebook PC series
  • HP Pavilion 17-g000 Notebook PC series (Touch)
  • HP Pavilion 17-g100 Notebook PC series
  • HP Pavilion 17-g100 Notebook PC series (Touch)
  • HP Pavilion 17-g200 Notebook PC series
  • HP Pavilion 17-g200 Notebook PC series (Touch)
  • HP Pavilion m3-u000 x360 Convertible PC
  • HP Pavilion m3-u100 x360 Convertible PC
  • OMEN by HP 15-ax000 Laptop PC
  • OMEN by HP 15-ax100 Laptop PC
  • OMEN by HP 15-ax200 Laptop PC
  • OMEN by HP 15-ax200 Laptop PC
  • OMEN by HP 15-ce000 Laptop PC
  • OMEN by HP 17-an000 Laptop PC
  • OMEN by HP 17-w000 Laptop PC
  • OMEN by HP 17-w100 Laptop PC
  • OMEN by HP 17-w200 Laptop PC
  • OMEN X by HP 17-ap000 Laptop PC
Operating Systems:
  • Microsoft Windows 10 Fall Creators Update (RS3)
RESOLUTION
To resolve this issue, perform the following steps:
  1. Download and install the following SoftPaq to update the HP 3D DriveGuard Software.
  2. Follow the on screen instructions.
  3. Restart the system.
SoftPaq Description
Release Notes
Download SoftPaq
HP 3D DriveGuard (HP ProtectSmart Hard Drive Protection) (Windows 10 v1803)
Version: 7.0.2.1
Revision: A
NOTE: A more recent version of this software may be available. Check for newer versions at: http://www.hp.com/drivers

Hardware platforms affected : HP ENVY 13-ad000 Laptop PC, HP ENVY 13-ad100 Laptop PC, HP ENVY 14-u000 Notebook PC, HP ENVY 14-u100 Notebook PC, HP ENVY 14-u200 Notebook PC series, HP ENVY 15-aq000 x360 Convertible PC, HP ENVY 15-aq100 x360 Convertible PC, HP ENVY 15-aq200 x360 Convertible PC, HP ENVY 15-as000 Notebook PC, HP ENVY 15-as000 Notebook PC (Touch), HP ENVY 15-as100 Notebook PC, HP ENVY 15-as200 Notebook PC, HP ENVY 15-bp000 x360 Convertible PC, HP ENVY 15-bp100 x360 Convertible PC, HP ENVY 15-bq000 x360 Convertible PC, HP ENVY 15-bq100 x360 Convertible PC, HP ENVY 15-j000 Notebook PC series, HP ENVY 15-j000 Quad Edition Notebook PC series, HP ENVY 15-j000 Select Edition Notebook PC series, HP ENVY 15-j100 Notebook PC series, HP ENVY 15-j100 Quad Edition Notebook PC series, HP ENVY 15-j100 Select Edition Notebook PC series, HP ENVY 15-k000 Notebook PC, HP ENVY 15-k000 Quad Edition Notebook PC series, HP ENVY 15-k100 Notebook PC, HP ENVY 15-k200 Notebook PC (Touch), HP ENVY 15-k200 Notebook PC series, HP ENVY 15-k300 Notebook PC series, HP ENVY 15-v000 Notebook PC series, HP ENVY 15m-bp100 x360 Convertible PC, HP ENVY 15m-bq100 x360 Convertible PC, HP ENVY 17-ae000 Laptop PC, HP ENVY 17-ae100 Laptop PC, HP ENVY 17-k000 Notebook PC, HP ENVY 17-k100 Notebook PC, HP ENVY 17-k200 Notebook PC (Touch), HP ENVY 17-k200 Notebook PC series, HP ENVY 17-k300 Notebook PC, HP ENVY 17-u000 Notebook PC, HP ENVY 17-u100 Notebook PC, HP ENVY 17-u200 Notebook PC, HP ENVY TouchSmart 15-j000 Notebook PC series, HP ENVY TouchSmart 15-j000 Quad Edition Notebook PC series, HP ENVY TouchSmart 15-j000 Select Edition Notebook PC series, HP ENVY TouchSmart 15-j100 Notebook PC series, HP ENVY TouchSmart 15-j100 Quad Edition Notebook PC series, HP ENVY TouchSmart 15-j100 Select Edition Notebook PC series, HP ENVY m6-aq000 x360 Convertible PC, HP ENVY m6-aq100 x360 Convertible PC, HP ENVY m6-ar000 x360 Convertible PC, HP ENVY m7-k000 Notebook PC series, HP ENVY m7-k100 Notebook PC, HP ENVY m7-k200 Notebook PC series, HP ENVY m7-u100 Notebook PC, HP Pavilion 11-ad000 x360 Convertible PC, HP Pavilion 11m-ad000 x360 Convertible PC, HP Pavilion 13-u000 x360 Convertible PC, HP Pavilion 13-u100 x360 Convertible PC, HP Pavilion 14-ba000 x360 Convertible PC, HP Pavilion 14-ba100 x360 Convertible PC, HP Pavilion 14-bf000 Laptop PC, HP Pavilion 14-bf100 Laptop PC, HP Pavilion 14m-ba100 x360 Convertible PC, HP Pavilion 15-au000 Notebook PC series, HP Pavilion 15-au000 Notebook PC series (Touch), HP Pavilion 15-au100 Notebook PC, HP Pavilion 15-au500 Notebook PC series, HP Pavilion 15-au600 Notebook PC, HP Pavilion 15-bc000 Notebook PC series, HP Pavilion 15-bc000 Notebook PC series (Touch), HP Pavilion 15-bc200 Notebook PC, HP Pavilion 15-bc300 Notebook PC, HP Pavilion 15-bk000 x360 Convertible PC, HP Pavilion 15-bk100 x360 Convertible PC, HP Pavilion 15-p000 Notebook PC series, HP Pavilion 15-p100 Notebook PC series, HP Pavilion 15-p200 Notebook PC (Touch), HP Pavilion 15-p200 Notebook PC series, HP Pavilion 17-ab000 Notebook PC series, HP Pavilion 17-ab000 Notebook PC series (Touch), HP Pavilion 17-ab200 Notebook PC, HP Pavilion 17-ab300 Notebook PC, HP Pavilion 17-f000 Notebook PC series, HP Pavilion 17-f100 Notebook PC series, HP Pavilion 17-f200 Notebook PC (Touch), HP Pavilion 17-f200 Notebook PC series, HP Pavilion 17-g000 Notebook PC series, HP Pavilion 17-g000 Notebook PC series (Touch), HP Pavilion 17-g100 Notebook PC series, HP Pavilion 17-g100 Notebook PC series (Touch), HP Pavilion 17-g200 Notebook PC series, HP Pavilion 17-g200 Notebook PC series (Touch), HP Pavilion m3-u000 x360 Convertible PC, HP Pavilion m3-u100 x360 Convertible PC, OMEN X by HP 17-ap000 Laptop PC, OMEN by HP 15-ax000 Laptop PC, OMEN by HP 15-ax100 Laptop PC, OMEN by HP 15-ax200 Laptop PC, OMEN by HP 15-ce000 Laptop PC, OMEN by HP 17-an000 Laptop PC, OMEN by HP 17-w000 Laptop PC, OMEN by HP 17-w100 Laptop PC, OMEN by HP 17-w200 Laptop PC

Operating systems affected : Not applicable

Software affected : Not applicable

Support Communication Cross Reference ID : IA05841987

HP Inc. shall not be liable for technical or editorial errors or omissions contained herein.The information provided is provided "as is" without warranty of any kind.To the extent permitted by law, neither HP or its affiliates, subcontractors or suppliers will be liable for incidental, special or consequential damages including downtime cost; lost profits; damages relating to the procurement of substitute products or services; or damages for loss of data, or software restoration.The information in this document is subject to change without notice.HP Inc. and the names of HP products referenced herein are trademarks of HP Inc. in the United States and other countries.Other product and company names mentioned herein may be trademarks of their respective owners.

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