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SUPPORT COMMUNICATION- CUSTOMER ADVISORY

Identifiant du document: c06262205

Version: 1

Ordinateurs portables HP 14 - La caméra peut ne plus répondre dans le cadre d'une utilisation normale

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.

Date de publication : 12-Mar-2019

Dernière mise à jour : 12-Mar-2019

DESCRIPTION
La caméra peut ne plus répondre dans le cadre d'une utilisation normale. Les problèmes suivants ont été constatés :
  • La prévisualisation vidéo ne répond plus (se fige) après l'enregistrement vidéo.
  • Un appel vidéo Skype ne répond plus (se fige).
  • La coupure et la reprise de la connexion Internet de l'ordinateur a pour résultat une absence de réponse de la caméra (elle se fige).
  • Lorsque l'application de la caméra est fermée, le voyant reste allumé et l'application de la caméra ne se rouvre plus.
Ces problèmes sont causés par un problème lié à la taille du tampon de trame du pilote graphique AMD. La caméra ne répond pas lorsque le tampon de trame est plein.

PORTÉE
Les informations contenues dans ce document s'appliquent aux modèles suivants :
Logiciels/pilotes :
  • Pilote graphique AMD High-Definition, version 18.40.20.04
Ordinateurs :
  • Ordinateurs portables HP de la série 14-cm0000
  • Ordinateurs portables CTO HP de la série 14-cm0000
  • Ordinateurs portables HP de la série 14-dk0000
  • Ordinateurs portables HP de la série 14s-dk0000
  • Ordinateurs portables HP de la série 14s-dm0000
  • Ordinateurs portables HP de la série 14s-dp0000
  • Ordinateurs portables HP de la série 14g-cx0000
  • Ordinateurs portables CTO HP de la série 14g-cx0000
  • Ordinateurs portables HP de la série 14q-cy0000
  • Ordinateurs portables CTO HP de la série 14q-cy0000
  • Ordinateurs portables CTO HP de la série 14z-cm000
  • Ordinateurs portables HP de la série 14z-dk0000
Systèmes d'exploitation :
  • Microsoft Windows 10 RS5 (version 1809)
RÉSOLUTION
Pour résoudre ce problème, téléchargez et installez le SoftPaq suivant afin de mettre à jour le pilote graphique.
Description du SoftPaq
Notes de publication
Télécharger le SoftPaq
Pilote graphique AMD High-Definition (Windows 10 v1809)
Version : 25.20.14020.5003
Révision : C
Remarque :
Le pilote peut également être téléchargé à l'aide de Windows Update ou d'HP Support Assistant.

Hardware platforms affected : HP 14-cm0000 Laptop PC, HP 14-dk0000 Laptop PC, HP 14g-cx0000 Laptop PC, HP 14q-cy0000 Laptop PC, HP 14s-dk0000 Laptop PC, HP 14s-dm0000 Laptop PC, HP 14s-dp0000 Laptop PC, HP Notebook - 14-cm0000 CTO, HP Notebook - 14-cm0000au, HP Notebook - 14-cm0000ax, HP Notebook - 14-cm0000ne, HP Notebook - 14-cm0000nf, HP Notebook - 14-cm0000no, HP Notebook - 14-cm0000ur, HP Notebook - 14-cm0001au, HP Notebook - 14-cm0001ax, HP Notebook - 14-cm0001la, HP Notebook - 14-cm0001ne, HP Notebook - 14-cm0001nf, HP Notebook - 14-cm0001ur, HP Notebook - 14-cm0002au, HP Notebook - 14-cm0002ax, HP Notebook - 14-cm0002la, HP Notebook - 14-cm0002na, HP Notebook - 14-cm0002nb, HP Notebook - 14-cm0002nf, HP Notebook - 14-cm0002no, HP Notebook - 14-cm0002ur, HP Notebook - 14-cm0003au, HP Notebook - 14-cm0003ax, HP Notebook - 14-cm0003la, HP Notebook - 14-cm0003no, HP Notebook - 14-cm0003sa, HP Notebook - 14-cm0003ur, HP Notebook - 14-cm0004au, HP Notebook - 14-cm0004ax, HP Notebook - 14-cm0004la, HP Notebook - 14-cm0004nb, HP Notebook - 14-cm0004nf, HP Notebook - 14-cm0004no, HP Notebook - 14-cm0004ur, HP Notebook - 14-cm0005au, HP Notebook - 14-cm0005ax, HP Notebook - 14-cm0005la, HP Notebook - 14-cm0005nb, HP Notebook - 14-cm0005nf, HP Notebook - 14-cm0005no, HP Notebook - 14-cm0005ur, HP Notebook - 14-cm0006au, HP Notebook - 14-cm0006ax, HP Notebook - 14-cm0006la, HP Notebook - 14-cm0006no, HP Notebook - 14-cm0006ur, HP Notebook - 14-cm0007au, HP Notebook - 14-cm0007ax, HP Notebook - 14-cm0007la, HP Notebook - 14-cm0007nf, HP Notebook - 14-cm0007ur, HP Notebook - 14-cm0008au, HP Notebook - 14-cm0008ax, HP Notebook - 14-cm0008la, HP Notebook - 14-cm0008nf, HP Notebook - 14-cm0008no, HP Notebook - 14-cm0008ur, HP Notebook - 14-cm0009au, HP Notebook - 14-cm0009ax, HP Notebook - 14-cm0009ur, HP Notebook - 14-cm0010au, HP Notebook - 14-cm0010ax, HP Notebook - 14-cm0010la, HP Notebook - 14-cm0010nc, HP Notebook - 14-cm0010nf, HP Notebook - 14-cm0010no, HP Notebook - 14-cm0010nr, HP Notebook - 14-cm0010ur, HP Notebook - 14-cm0011au, HP Notebook - 14-cm0011ax, HP Notebook - 14-cm0011la, HP Notebook - 14-cm0011na, HP Notebook - 14-cm0011nf, HP Notebook - 14-cm0011no, HP Notebook - 14-cm0011ur, HP Notebook - 14-cm0012au, HP Notebook - 14-cm0012ax, HP Notebook - 14-cm0012la, HP Notebook - 14-cm0012nc, HP Notebook - 14-cm0012nf, HP Notebook - 14-cm0012no, HP Notebook - 14-cm0012nr, HP Notebook - 14-cm0012ur, HP Notebook - 14-cm0013au, HP Notebook - 14-cm0013ax, HP Notebook - 14-cm0013na, HP Notebook - 14-cm0013nb, HP Notebook - 14-cm0013ur, HP Notebook - 14-cm0014au, HP Notebook - 14-cm0014ax, HP Notebook - 14-cm0014la, HP Notebook - 14-cm0014no, HP Notebook - 14-cm0014ur, HP Notebook - 14-cm0015au, HP Notebook - 14-cm0015ax, HP Notebook - 14-cm0015la, HP Notebook - 14-cm0015ur, HP Notebook - 14-cm0016au, HP Notebook - 14-cm0016la, HP Notebook - 14-cm0016no, HP Notebook - 14-cm0016ur, HP Notebook - 14-cm0017au, HP Notebook - 14-cm0017la, HP Notebook - 14-cm0017no, HP Notebook - 14-cm0017ur, HP Notebook - 14-cm0018au, HP Notebook - 14-cm0018la, HP Notebook - 14-cm0018nb, HP Notebook - 14-cm0018no, HP Notebook - 14-cm0019au, HP Notebook - 14-cm0019no, HP Notebook - 14-cm0020au, HP Notebook - 14-cm0020la, HP Notebook - 14-cm0020no, HP Notebook - 14-cm0021au, HP Notebook - 14-cm0021no, HP Notebook - 14-cm0022au, HP Notebook - 14-cm0022nb, HP Notebook - 14-cm0023au, HP Notebook - 14-cm0023nf, HP Notebook - 14-cm0024au, HP Notebook - 14-cm0024no, HP Notebook - 14-cm0025au, HP Notebook - 14-cm0026au, HP Notebook - 14-cm0026la, HP Notebook - 14-cm0027au, HP Notebook - 14-cm0027la, HP Notebook - 14-cm0028au, HP Notebook - 14-cm0028la, HP Notebook - 14-cm0029au, HP Notebook - 14-cm0029na, HP Notebook - 14-cm0029sa, HP Notebook - 14-cm0030au, HP Notebook - 14-cm0030la, HP Notebook - 14-cm0030na, HP Notebook - 14-cm0030sa, HP Notebook - 14-cm0031au, HP Notebook - 14-cm0032au, HP Notebook - 14-cm0032la, HP Notebook - 14-cm0033au, HP Notebook - 14-cm0034au, HP Notebook - 14-cm0035au, HP Notebook - 14-cm0036au, HP Notebook - 14-cm0037au, HP Notebook - 14-cm0038au, HP Notebook - 14-cm0038la, HP Notebook - 14-cm0039au, HP Notebook - 14-cm0039la, HP Notebook - 14-cm0040au, HP Notebook - 14-cm0040la, HP Notebook - 14-cm0041au, HP Notebook - 14-cm0042au, HP Notebook - 14-cm0043au, HP Notebook - 14-cm0044au, HP Notebook - 14-cm0045au, HP Notebook - 14-cm0045nr, HP Notebook - 14-cm0046au, HP Notebook - 14-cm0047au, HP Notebook - 14-cm0048au, HP Notebook - 14-cm0048nb, HP Notebook - 14-cm0049au, HP Notebook - 14-cm0050au, HP Notebook - 14-cm0051au, HP Notebook - 14-cm0052au, HP Notebook - 14-cm0052nb, HP Notebook - 14-cm0053au, HP Notebook - 14-cm0054au, HP Notebook - 14-cm0054la, HP Notebook - 14-cm0055au, HP Notebook - 14-cm0056au, HP Notebook - 14-cm0056la, HP Notebook - 14-cm0057au, HP Notebook - 14-cm0058au, HP Notebook - 14-cm0059au, HP Notebook - 14-cm0060au, HP Notebook - 14-cm0061au, HP Notebook - 14-cm0062au, HP Notebook - 14-cm0062st, HP Notebook - 14-cm0063au, HP Notebook - 14-cm0064au, HP Notebook - 14-cm0065au, HP Notebook - 14-cm0066au, HP Notebook - 14-cm0066nb, HP Notebook - 14-cm0067au, HP Notebook - 14-cm0068au, HP Notebook - 14-cm0069au, HP Notebook - 14-cm0070au, HP Notebook - 14-cm0071au, HP Notebook - 14-cm0071ur, HP Notebook - 14-cm0072au, HP Notebook - 14-cm0072ur, HP Notebook - 14-cm0073au, HP Notebook - 14-cm0073ur, HP Notebook - 14-cm0074au, HP Notebook - 14-cm0074ur, HP Notebook - 14-cm0075au, HP Notebook - 14-cm0075nr, HP Notebook - 14-cm0075ur, HP Notebook - 14-cm0076au, HP Notebook - 14-cm0076ur, HP Notebook - 14-cm0077au, HP Notebook - 14-cm0078au, HP Notebook - 14-cm0079au, HP Notebook - 14-cm0080au, HP Notebook - 14-cm0081au, HP Notebook - 14-cm0082au, HP Notebook - 14-cm0083au, HP Notebook - 14-cm0084au, HP Notebook - 14-cm0085au, HP Notebook - 14-cm0086au, HP Notebook - 14-cm0087au, HP Notebook - 14-cm0088au, HP Notebook - 14-cm0089au, HP Notebook - 14-cm0090au, HP Notebook - 14-cm0091au, HP Notebook - 14-cm0092au, HP Notebook - 14-cm0093au, HP Notebook - 14-cm0094au, HP Notebook - 14-cm0095au, HP Notebook - 14-cm0096au, HP Notebook - 14-cm0097au, HP Notebook - 14-cm0098au, HP Notebook - 14-cm0099au, HP Notebook - 14-cm0100au, HP Notebook - 14-cm0101au, HP Notebook - 14-cm0102au, HP Notebook - 14-cm0103au, HP Notebook - 14-cm0104au, HP Notebook - 14-cm0105au, HP Notebook - 14-cm0106au, HP Notebook - 14-cm0107au, HP Notebook - 14-cm0108au, HP Notebook - 14-cm0109au, HP Notebook - 14-cm0110au, HP Notebook - 14-cm0111au, HP Notebook - 14-cm0200ng, HP Notebook - 14-cm0202ng, HP Notebook - 14-cm0301ng, HP Notebook - 14-cm0302ng, HP Notebook - 14-cm0303ng, HP Notebook - 14-cm0304ng, HP Notebook - 14-cm0503na, HP Notebook - 14-cm0503sa, HP Notebook - 14-cm0597na, HP Notebook - 14-cm0597sa, HP Notebook - 14-cm0598na, HP Notebook - 14-cm0598sa, HP Notebook - 14-cm0599na, HP Notebook - 14-cm0599sa, HP Notebook - 14-cm0610ng, HP Notebook - 14-cm0799no, HP Notebook - 14-cm0812no, HP Notebook - 14-cm0822no, HP Notebook - 14-cm0903ng, HP Notebook - 14-cm0970nd, HP Notebook - 14-cm0979na, HP Notebook - 14-cm0981na, HP Notebook - 14-cm0983na, HP Notebook - 14-cm0986na, HP Notebook - 14-cm0986sa, HP Notebook - 14-cm0990na, HP Notebook - 14-cm0990sa, HP Notebook - 14-cm0999na, HP Notebook - 14-cm1023la, HP Notebook - 14-cm1024la, HP Notebook - 14-cm1025la, HP Notebook - 14-dk000 CTO, HP Notebook - 14-dk0000nv, HP Notebook - 14-dk0002ng, HP Notebook - 14-dk0004nf, HP Notebook - 14-dk0008ca, HP Notebook - 14-dk0008nf, HP Notebook - 14-dk0008ng, HP Notebook - 14-dk0010nr, HP Notebook - 14-dk0018ca, HP Notebook - 14-dk0022wm, HP Notebook - 14-dk0053od, HP Notebook - 14-dk0075nr, HP Notebook - 14-dk0400ng, HP Notebook - 14-dk0401ng, HP Notebook - 14g-cx0000 CTO, HP Notebook - 14q-cy0000 CTO, HP Notebook - 14q-cy0000au, HP Notebook - 14q-cy0000ax, HP Notebook - 14q-cy0001au, HP Notebook - 14q-cy0001ax, HP Notebook - 14q-cy0002au, HP Notebook - 14s-dk000 CTO, HP Notebook - 14s-dk0000au, HP Notebook - 14s-dk0000ax, HP Notebook - 14s-dk0001au, HP Notebook - 14s-dk0001ax, HP Notebook - 14s-dk0002au, HP Notebook - 14s-dk0002ax, HP Notebook - 14s-dk0003au, HP Notebook - 14s-dk0003ax, HP Notebook - 14s-dk0004au, HP Notebook - 14s-dk0004ax, HP Notebook - 14s-dk0005au, HP Notebook - 14s-dk0006au, HP Notebook - 14s-dk0007au, HP Notebook - 14s-dk0008au, HP Notebook - 14s-dk0009au, HP Notebook - 14s-dk0010au, HP Notebook - 14s-dk0011au, HP Notebook - 14s-dk0012au, HP Notebook - 14s-dk0013au, HP Notebook - 14s-dk0014au, HP Notebook - 14s-dk0015au, HP Notebook - 14s-dk0016au, HP Notebook - 14s-dk0017au, HP Notebook - 14s-dk0018au, HP Notebook - 14s-dm000 CTO, HP Notebook - 14s-dp000 CTO, HP Notebook - 14s-dp0000au, HP Notebook - 14s-dp0001au, HP Notebook - 14s-dp0002au, HP Notebook - 14s-dp0003au, HP Notebook - 14s-dp0004au, HP Notebook - 14s-dp0005au, HP Notebook - 14s-dp0006au, HP Notebook - 14s-dp0007au, HP Notebook - 14z-cm000 CTO, HP Notebook - 14z-cm100 CTO

Systèmes d'exploitation concernés : Non applicable

Logiciels concernés : Non applicable

ID de référence croisée de communication de support : IA06258011

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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