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SUPPORT COMMUNICATION- CUSTOMER ADVISORY

Document ID: c04024957

Version: 1

HP ZBook 15-Inch and 17-Inch Mobile Workstation Notebook PCs - Black Screen Occurs on Internal Screen After Upgrading Microsoft Windows 8.1

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 : 22-Nov-2013

Last updated : 25-Nov-2013

DESCRIPTION
The internal display is black except for the cursor which can be moved across the screen. The external monitors may also be black. This issue occurs after upgrading to Microsoft Windows 8.1 using an upgrade CD. This issue does not occur if the computer is upgraded using the online Microsoft Store upgrade..

SCOPE
Information in this document applies to the following:
Computers:
  • HP ZBook 15-inch Mobile Workstation
  • HP ZBook 17-inch Mobile Workstation
Operating Systems:
  • Microsoft Windows 8.1 (standard)
  • Microsoft Windows 8.1 Pro
RESOLUTION
To prevent this issue from occuring, complete the following steps before starting the Microsoft Window 8.1 upgrade:
  1. Download and save the appropriate graphics drivers on a disc or a USB drive.
  2. Perform the Windows 8.1 upgrade through the operating system CD.
    note:
    Do not connect to the internet while completing the upgrade.
  3. After the computer has finished upgrading, power on the computer, connect the USB drive or insert the CD and install the appropriate graphics drivers.
    SoftPaq Description
    Release Notes
    Download SoftPaq
    Intel Video Driver and Control Panel
    Version: 10.18.10.3308
    Revision: A
    NVIDIA Video Driver and Control Panel
    Version: 327.31
    note:
    A more recent version of this software may be available. Check for newer versions at http://www.hp.com/.
  4. Restart the computer and check the graphics driver.
  5. Connect to the internet to perform other necessary system updates.
If the issue has already occurred, complete the following procedure:
  1. Press the power button until the computer powers off.
  2. Power on the computer and immediately press F10 to enter BIOS.
  3. Select Advanced, then Device Configurations.
  4. Next to Hybrid Graphics change Auto to Disable.
  5. Select Save and Exit.
  6. Restart the computer.
  7. Check the internal display.
  8. Restart the computer and immediately press F10, select Advanced, then Device Configurations.
  9. Next to Hybrid Graphics change Disable to Auto.
  10. Select Save and Exit.
  11. Restart the computer.

Hardware platforms affected : HP ZBook 15 Mobile Workstation, HP ZBook 17 Mobile Workstation

Operating systems affected : Not applicable

Software affected : Not applicable

Support Communication Cross Reference ID : IA04024957

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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