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SUPPORT COMMUNICATION- CUSTOMER ADVISORY

Document ID: c05429430

Version: 1

Advisory: HP Desktop and Notebook PCs - Skylake based Computers, USB Keyboard and Mouse Stop Working After Installing Windows 7

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 : 16-Mar-2017

Last updated : 27-Jun-2017

DESCRIPTION
When attempting to install Microsoft Windows 7 on some newer computers, the USB keyboard and mouse stop working, preventing you from continuing with the installation.
The issue occurs because the new Intel Skylake processors have architectural changes to the way USB is supported and the new implementation is not natively supported in Windows 7. These changes require that a USB 3.0 driver be added to the image being used to install Windows 7.

SCOPE
Information in this document applies to computers with Intel Skylake based processors including the following HP computers.
  • HP 240 G4 Notebook PC
  • HP 250 G4 Notebook PC
  • HP 340 G3 Notebook PC
  • HP Elite x2 1012 G1
  • HP EliteBook 1040 G3 Notebook PC
  • HP EliteBook 820 G3 Notebook PC
  • HP EliteBook 840 G3 Notebook PC
  • HP EliteBook 850 G3 Notebook PC
  • HP EliteBook Folio G1 Notebook PC
  • HP EliteDesk 800 35W G2 Desktop Mini PC
  • HP EliteDesk 800 65W G2 Desktop Mini PC
  • HP EliteDesk 800 G2 Small Form Factor PC
  • HP EliteDesk 800 G2 Tower PC
  • HP EliteOne 800 G2 23-inch Non-Touch All-in-One PC
  • HP EliteOne 800 G2 23-inch Touch All-in-One PC
  • HP MP9 Retail System Model 9000
  • HP ProBook 430 G3 Notebook PC
  • HP ProBook 440 G3 Notebook PC
  • HP ProBook 450 G3 Notebook PC
  • HP ProBook 450 G3 Notebook PC
  • HP ProBook 470 G3 Notebook PC
  • HP ProBook 640 G2 Notebook PC
  • HP ProBook 650 G2 Notebook PC
  • HP ProDesk 400 G2 Desktop Mini PC
  • HP ProDesk 400 G3 Microtower PC
  • HP ProDesk 400 G3 Microtower PC (ENERGY STAR)
  • HP ProDesk 400 G3 Small Form Factor PC
  • HP ProDesk 400 G3 Small Form Factor PC (ENERGY STAR)
  • HP ProDesk 480 G3 Microtower PC
  • HP ProDesk 480 G3 Microtower PC (ENERGY STAR)
  • HP ProDesk 490 G3 Microtower PC
  • HP ProDesk 490 G3 Microtower PC (ENERGY STAR)
  • HP ProDesk 600 G2 Desktop Mini PC
  • HP ProDesk 600 G2 Desktop Mini PC (ENERGY STAR)
  • HP ProDesk 600 G2 Microtower PC
  • HP ProDesk 600 G2 Small Form Factor PC
  • HP ProOne 400 G2 20-inch Non-Touch All-in-One PC
  • HP ProOne 400 G2 20-inch Non-Touch All-in-One PC (ENERGY STAR)
  • HP ProOne 400 G2 20-inch Touch All-in-One PC
  • HP ProOne 400 G2 20-inch Touch All-in-One PC (ENERGY STAR)
  • HP ProOne 600 G2 21.5-inch Non-Touch All-in-One PC
  • HP RP9 G1 Retail System Model 9015
  • HP RP9 G1 Retail System Model 9018
  • HP Spectre Pro x360 G2 Convertible PC
  • HP Z238 Microtower Workstation
  • HP Z240 Small Form Factor Workstation
  • HP Z240 Small Form Factor Workstation (ENERGY STAR)
  • HP Z240 Tower Workstation
  • HP Z240 Tower Workstation (ENERGY STAR)
  • HP ZBook 15 G3 Mobile Workstation
  • HP ZBook 15 G3 Mobile Workstation (ENERGY STAR)
  • HP ZBook 15u G3 Mobile Workstation (ENERGY STAR)
  • HP ZBook 17 G3 Mobile Workstation
  • HP ZBook 17 G3 Mobile Workstation (ENERGY STAR)
  • HP ZBook Studio G3 Mobile Workstation
  • HP ZBook Studio G3 Mobile Workstation (ENERGY STAR)
RESOLUTION
Adding the USB 3.0 drivers to a custom Windows 7 image:
For customers who apply their own custom image the following documents provide instructions for adding the USB 3.0 driver to the image. The customer must have a licensed Windows 7 DVD available to perform these procedures.
Option 1: Instructions for manually adding the USB 3.0 driver to a Windows 7 image:
Option 2: Using this Intel Windows 7* USB 3.0 Creator Utility:
https://downloadcenter.intel.com/download/25476/Windows-7-USB-3-0-Creator-Utility
IMPORTANT! HP does not support downgrading to Windows 7 except for SKUs that were purchased with the option to downgrade using the HP provided OS DVDs. HP is providing this document for the benefit of customers who create custom images but will not provide any other technical support.

Hardware platforms affected : HP 240 G4 Notebook PC, HP 250 G4 Notebook PC, HP 340 G3 Notebook PC, HP Elite x2 1012 G1, HP EliteBook 1040 G3 Notebook PC, HP EliteBook 820 G3 Notebook PC, HP EliteBook 840 G3 Notebook PC, HP EliteBook 850 G3 Notebook PC, HP EliteBook Folio G1 Notebook PC, HP EliteDesk 800 35W G2 Desktop Mini PC, HP EliteDesk 800 65W G2 Desktop Mini PC, HP EliteDesk 800 G2 Small Form Factor PC, HP EliteDesk 800 G2 Tower PC, HP EliteOne 800 G2 23-inch Non-Touch All-in-One PC, HP EliteOne 800 G2 23-inch Touch All-in-One PC, HP MP9 Retail System Model 9000, HP ProBook 430 G3 Notebook PC, HP ProBook 440 G3 Notebook PC, HP ProBook 450 G3 Notebook PC, HP ProBook 470 G3 Notebook PC, HP ProBook 640 G2 Notebook PC, HP ProBook 650 G2 Notebook PC, HP ProDesk 400 G2 Desktop Mini PC, HP ProDesk 400 G3 Microtower PC, HP ProDesk 400 G3 Microtower PC (ENERGY STAR), HP ProDesk 400 G3 Small Form Factor PC, HP ProDesk 400 G3 Small Form Factor PC (ENERGY STAR), HP ProDesk 480 G3 Microtower PC, HP ProDesk 480 G3 Microtower PC (ENERGY STAR), HP ProDesk 490 G3 Microtower PC, HP ProDesk 490 G3 Microtower PC (ENERGY STAR), HP ProDesk 600 G2 Desktop Mini PC, HP ProDesk 600 G2 Desktop Mini PC (ENERGY STAR), HP ProDesk 600 G2 Microtower PC, HP ProDesk 600 G2 Small Form Factor PC, HP ProOne 400 G2 20-inch Non-Touch All-in-One PC, HP ProOne 400 G2 20-inch Non-Touch All-in-One PC (ENERGY STAR), HP ProOne 400 G2 20-inch Touch All-in-One PC, HP ProOne 400 G2 20-inch Touch All-in-One PC (ENERGY STAR), HP ProOne 600 G2 21.5-inch Non-Touch All-in-One PC, HP RP9 G1 Retail System Model 9015, HP RP9 G1 Retail System Model 9018, HP Spectre Pro x360 G2 Convertible PC, HP Z238 Microtower Workstation, HP Z240 Small Form Factor Workstation, HP Z240 Small Form Factor Workstation (ENERGY STAR), HP Z240 Tower Workstation, HP Z240 Tower Workstation (ENERGY STAR), HP ZBook 15 G3 Mobile Workstation, HP ZBook 15 G3 Mobile Workstation (ENERGY STAR), HP ZBook 15u G3 Mobile Workstation (ENERGY STAR), HP ZBook 17 G3 Mobile Workstation, HP ZBook 17 G3 Mobile Workstation (ENERGY STAR), HP ZBook Studio G3 Mobile Workstation, HP ZBook Studio G3 Mobile Workstation (ENERGY STAR)

Operating systems affected : Not applicable

Software affected : Not applicable

Support Communication Cross Reference ID : IA05429430

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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