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SUPPORT COMMUNICATION- CUSTOMER ADVISORY

Document ID: c03721288

Version: 1

HP EliteBook and ProBook Notebook PCs - Black Screen Occurs After Hibernation in Notebooks With a DRAM Larger Than 16GB

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-Mar-2013

Last updated : 07-Oct-2013

DESCRIPTION
The screen goes black when the notebook wakes from Hibernation. This only occurs in notebooks with a DRAM size above 16GB, Microsoft Windows 8, Intel 520 or Intel Pro 1500 series 180GB/240GB SSD, and the Intel RST driver v11.5.6.1002.

SCOPE
Computers:
  • HP EliteBook 2170p Notebook PC
  • HP EliteBook 2570p Notebook PC
  • HP EliteBook 2570p Notebook PC
  • HP EliteBook 8470p Notebook PC
  • HP EliteBook 8470w Mobile Workstation
  • HP EliteBook 8570p Notebook PC
  • HP EliteBook 8570w Mobile Workstation
  • HP EliteBook 8770w Mobile Workstation
  • HP EliteBook Folio 9470m Notebook PC
  • HP ProBook 2570p Notebook PC
  • HP ProBook 6470b Notebook PC
  • HP ProBook 6570b Notebook PC
Operating Systems:
  • Microsoft Windows 8 (standard)
  • Microsoft Windows 8 Pro
SSDs:
  • Intel Pro1500 - 180GB
  • Intel Pro 1500 - 240GB
  • Intel 520 - 180GB
  • Intel 520 - 240GB
RESOLUTION
To resolve this issue, download and install the following SoftPaq:
Softpaq Description
Release Notes
Download SoftPaq
Intel Rapid Storage Technology Driver
Version: 11.6.5.1006
note:
A more recent version of this software may be available. Check for newer versions at http://www.hp.com/.

Hardware platforms affected : HP EliteBook 2170p Notebook PC, HP EliteBook 2570p Notebook PC, HP EliteBook 8470p Notebook PC, HP EliteBook 8470w Mobile Workstation, HP EliteBook 8570p Notebook PC, HP EliteBook 8570w Mobile Workstation, HP EliteBook 8770w Mobile Workstation, HP EliteBook Folio 9470m Notebook PC, HP ProBook 6470b Notebook PC, HP ProBook 6570b Notebook PC

Operating systems affected : Not applicable

Software affected : Not applicable

Support Communication Cross Reference ID : IA03721288

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 restorationThe 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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