A 0x9F error is displayed on a blue screen. This occurs when updating the BIOS to version 01.10.00. The issue occurs because the audio driver installed is outdated. The audio driver must be updated before attempting to update the BIOS.
SUPPORT COMMUNICATION- CUSTOMER ADVISORY
Document ID: c08357322
Version: 3
HP EliteBooks, ProBooks, Mobile Thin Clients, ZHAN Notebook PCs - Upgrading to the Latest BIOS 01.10.00 or Later, Before Upgrading to the Latest Realtek Audio Driver May Cause a Blue Screen (0x9F) to Occur
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 : 29-Aug-2022
Last updated : 29-Aug-2022
The information in this document applies to the following:
Affected BIOS:
BIOS version 01.10.00
Computers:
- HP EliteBook 835 G7 Notebook PC series
- HP EliteBook 845 G7 Notebook PC series
- HP EliteBook 855 G7 Notebook PC series
- HP ProBook 445 G7 Notebook PC series
- HP ProBook 455 G7 Notebook PC series
- HP ProBook 635 Aero G7 Notebook PC series
- HP ProBook x360 435 G7 Notebook PC series
- HP ZHAN 66 Pro A 14 G3 Notebook PC series
- HP mt32 Mobile Thin Client Systems
- HP mt46 Mobile Thin Client Systems
Operating Systems:
- Microsoft Windows 10 (64-bit)
- Microsoft Windows 11
To recover from this issue, perform the following steps:
- Restart or power on the computer.
- Press F10 to enter HP Computer Setup Utility (BIOS).
- Select the Advanced tab > Built-In Device Options.
- Uncheck Audio Device.
- Go back to the main page and select Save Changes and Exit.
- Restart the computer.
- Downgrade the BIOS to v01.08.00 .xx or prior.
- Press F10 to enter HP Computer Setup Utility (BIOS).
- Select the Advanced tab > Built-In Device Options.
- Check Audio Device.
- Go back to the main page and select Save Changes and Exit.
- Update the audio driver using the appropriate SoftPaq listed below.
- Once the audio driver has been updated, restart or power on the computer.
- Update the BIOS to v01.10.00 .xx or later.
- Restart the computer.
NOTE: Contact HP support to get the latest BIOS if it is not available in the SoftPaq table below.
Download and install the appropriate SoftPaq to update the audio driver to the latest version:
|
Products Affected
|
SoftPaq Description
|
Release Notes
|
Download SoftPaq
|
|
HP EliteBook 855 G7 Notebook PC
HP EliteBook 845 G7 Notebook PC
HP EliteBook 835 G7 Notebook PC
HP ProBook 445 G7 Notebook PC
HP ProBook 455 G7 Notebook PC
HP ProBook x360 435 G7 Notebook PC
HP ZHAN 66 Pro A 14 G3 Notebook PC
|
Realtek HD Audio Driver
Version: 14.9369.5427.91
Revision: Q
| ||
|
HP ProBook 635 Aero G7 Notebook PC
|
Realtek HD Audio Driver
Version: 14.9369.3950.92
Revision: Q
| ||
|
HP mt32 Mobile Thin Client Systems
|
Realtek HD Audio Driver for WE10I 64bit
Version: 6.0.9369.1 Revision: A
| ||
|
HP mt46 Mobile Thin Client Systems
|
Realtek HD Audio Driver for WE10I 64bit
Version: 6.0.9369.1 Revision: 04
| ||
|
HP ProBook 635 Aero G7 Notebook PC
HP EliteBook 855 G7 Notebook PC
HP EliteBook 845 G7 Notebook PC
HP EliteBook 835 G7 Notebook PC
HP ProBook 445 G7 Notebook PC
HP ProBook 455 G7 Notebook PC
HP ProBook x360 435 G7 Notebook PC
HP ZHAN 66 Pro A 14 G3 Notebook PC
|
AMD Chipset Driver
Version: 4.05.03.2227 Revision: A
| ||
|
HP mt32 Mobile Thin Client Systems
HP mt46 Mobile Thin Client Systems
|
AMD Chipset Driver for WE10I 64bit
Version: 4.05.03.2227 Revision: 01
|
Download and install the following SoftPaq to update BIOS to v01.10.00 .xx or later:
|
Products Affected
|
SoftPaq Description
|
Release Notes
|
Download SoftPaq
|
|
HP EliteBook 855 G7 Notebook PC
HP EliteBook 845 G7 Notebook PC
HP EliteBook 835 G7 Notebook PC
|
HP BIOS and System Firmware (S77)
Version: 01.10.00
Revision: A
| ||
|
HP ProBook 635 Aero G7 Notebook PC
|
HP BIOS and System Firmware (S84)
Version:01.10.00 Revision: A
| ||
|
HP ProBook x360 435 G7 Notebook PC
|
HP BIOS and System Firmware (S80)
Version:01.10.01
Revision: A
| ||
|
HP ProBook 445 G7 Notebook PC
HP ProBook 455 G7 Notebook PC
|
HP BIOS and System Firmware (S79)
Version:01.10.00
Revision: A
| ||
|
HP ZHAN 66 Pro A 14 G3 Notebook PC
|
HP BIOS and System Firmware (S81)
Version:01.10.00 Revision: A
|
NOTE: The ACPBus driver must be updated to v.6.0.0.40 or newer before updating BIOS to v01.10.xx or later to avoid the blue screen or hang in Windows.
Hardware platforms affected :
HP EliteBook 835 G7 Notebook PC, HP EliteBook 835 G7 Notebook PC (Linden13 1.0) Configurable Material, HP EliteBook 845 G7 Notebook PC, HP EliteBook 845 G7 Notebook PC Configurable Material, HP EliteBook 855 G7 Notebook PC, HP EliteBook 855 G7 Notebook PC Configurable Material, HP ProBook 445 G7 Notebook PC, HP ProBook 445 G7 Notebook PC (Pecan14 1.0) Configurable Material, HP ProBook 455 G7 Notebook PC, HP ProBook 455 G7 Notebook PC (Pecan15 1.0) Configurable Material, HP ProBook 635 Aero G7 Notebook PC, HP ProBook 635 Aero G7 Notebook PC (Grizzly 1.0) Configurable Material, HP ProBook x360 435 G7 Notebook PC (Primrose 1.0) Configurable Material, HP ZHAN 66 Pro A 14 G3 Notebook PC (Sycamore 1.0) Configurable Material, HP mt32 Mobile Thin Client, HP mt32 Mobile Thin Client Configurable Material, HP mt46 Mobile Thin Client, HP mt46 Mobile Thin Client (Lochness) Configurable Material
Operating systems affected : Not applicable
Software affected : Not applicable
Support Communication Cross Reference ID : IA08357322
© Copyright 2023 HP Development Company, L.P.
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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