Advisory: HP EliteBook 8xxx, HP Pavilion 14-ceXXXXX, and HP Notebook 15-daXXXX Laptop - External Display Not Working and Intel Video Has Error Code 43 in Device Manager

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-May-2018

Last updated : 21-May-2018

DESCRIPTION

External displays no longer work after updating the operating system to Windows 10 April 2018 Update (Version 1803, RS4). Additionally, Windows Device manager indicates a problem (exclamation mark) with the Intel graphics solution. If you view the properties for the device, Device Manager shows the following status message:

stopped this device because it has recorded problems, code 43

Figure 1. Example of exclamation mark on Intel graphics adapter

SCOPE

Information in this document applies to the following:

Computers:

HP EliteBook 820 G3 Notebook PC
HP EliteBook 820 G4 Notebook PC
HP EliteBook 828 G3 Notebook PC
HP EliteBook 830 G5 Notebook PC
HP EliteBook 836 G5 Notebook PC
HP EliteBook 840 G3 Notebook PC
HP EliteBook 840 G4 Notebook PC
HP EliteBook 840 G5 Healthcare Edition Notebook PC
HP EliteBook 840 G5 Notebook PC
HP EliteBook 840r G4 Notebook PC
HP EliteBook 846 G5 Notebook PC
HP EliteBook 846r G4 Notebook PC
HP EliteBook 848 G3 Notebook PC
HP EliteBook 848 G4 Notebook PC
HP EliteBook 850 G3 Notebook PC
HP EliteBook 850 G4 Notebook PC
HP EliteBook 850 G5 Notebook PC
HP Notebook 15-da0000
HP Pavilion 14-ce0000 Laptop PC
HP Pavilion 14-ce1000 Laptop PC
HP Pavilion 15-cu0000 Laptop PC
HP Pavilion 15-cu1000 Laptop PC
HP Pavilion 15-cs0000 Laptop PC
HP Pavilion 15-cs1000 Laptop PC

Operating Systems:

Microsoft Windows 10 RS4 (Version 1803)

RESOLUTION

Update the Intel Graphics driver to resolve the issue:

For EliteBook 800 G3:

SoftPaq Description	Release Notes	Download SoftPaq
Intel Video Driver and Control Panel Version: 15.65.5018 Revision: A	SP87555 release notes	SP87555 File Download

For EliteBook 800 G4:

SoftPaq Description	Release Notes	Download SoftPaq
Intel Video Driver and Control Panel Version: 15.65.5018 Revision: WK	SP87556 release notes	SP87556 File Download

For EliteBook 800 G5 and 840r G4:

SoftPaq Description	Release Notes	Download SoftPaq
Intel Video Driver and Control Panel Version: 15.65.5018 Revision: W	SP87475 release notes	SP87475 File Download

For HP Pavilion - 14-ceXXXX:

SoftPaq Description	Release Notes	Download SoftPaq
Intel High-Definition (HD) Graphics Driver - Kaby Lake (Windows 10v1803) Version:23.20.16.4973 Revision: B	SP88005 release notes	SP88005 File Download

For HP Notebook 15-daXXXX:

SoftPaq Description	Release Notes	Download SoftPaq
Intel High-Definition (HD) Graphics Driver - Kaby Lake (Windows 10v1803) Version:24.20.100.6025 Revision: A	SP88160 release notes	SP88160 File Download

NOTE: More recent versions of this software may be available. Check for newer versions at: http://www.hp.com/drivers.

Hardware platforms affected : HP EliteBook 820 G3 Notebook PC, HP EliteBook 820 G3 Notebook PC (ENERGY STAR), HP EliteBook 820 G3 Notebook PC (ENERGY STAR) Bundle, HP EliteBook 820 G4 Notebook PC, HP EliteBook 820 G4 Notebook PC (ENERGY STAR), HP EliteBook 828 G3 Notebook PC, HP EliteBook 830 G5 Notebook PC, HP EliteBook 836 G5 Notebook PC, HP EliteBook 840 G3 Notebook PC, HP EliteBook 840 G3 Notebook PC (ENERGY STAR), HP EliteBook 840 G3 Notebook PC (ENERGY STAR) Bundle, HP EliteBook 840 G4 Notebook PC, HP EliteBook 840 G4 Notebook PC (ENERGY STAR), HP EliteBook 840 G5 Healthcare Edition Notebook PC, HP EliteBook 840 G5 Notebook PC, HP EliteBook 840 G5 Notebook PC Bundle, HP EliteBook 840r G4 Notebook PC, HP EliteBook 846 G5 Notebook PC, HP EliteBook 846r G4 Notebook PC, HP EliteBook 848 G3 Notebook PC, HP EliteBook 848 G4 Notebook PC, HP EliteBook 850 G3 Notebook PC, HP EliteBook 850 G3 Notebook PC (ENERGY STAR), HP EliteBook 850 G3 Notebook PC (ENERGY STAR) Bundle, HP EliteBook 850 G4 Notebook PC, HP EliteBook 850 G4 Notebook PC (ENERGY STAR), HP EliteBook 850 G4 Notebook PC (ENERGY STAR) Bundle, HP EliteBook 850 G5 Notebook PC, HP EliteBook 850 G5 Notebook PC Bundle, HP Pavilion 14-ce0000 Laptop PC, HP Pavilion 14-ce1000 Laptop PC, HP Pavilion 15-cs0000 Laptop PC, HP Pavilion 15-cs1000 Laptop PC, HP Pavilion 15-cu0000 Laptop PC, HP Pavilion 15-cu1000 Laptop PC

Operating systems affected : Not applicable

Software affected : Not applicable

Support Communication Cross Reference ID : IA06028284

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.

SUPPORT COMMUNICATION- CUSTOMER ADVISORY

Advisory: HP EliteBook 8xxx, HP Pavilion 14-ceXXXXX, and HP Notebook 15-daXXXX Laptop - External Display Not Working and Intel Video Has Error Code 43 in Device Manager

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