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SUPPORT COMMUNICATION- CUSTOMER ADVISORY

Document ID: c03892146

Version: 1

HP rp5800 Point of Sale System - Black Magic Intensity Pro Card Does Not Function Properly When Installed in PCIe X1 Slot

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 : 08-Aug-2013

Last updated : 08-Aug-2013

DESCRIPTION
Customers may experience one or more of the following symptoms when a Black Magic Intensity Pro video card is installed in an rp5800 PCI-Express (x1) slot or Riser Card:
  • System hang during Windows restart/shutdown.
  • System hang when installing or uninstalling the Black Magic Intensity Pro drivers.
  • A message prompting the user to update the Black Magic Intensity Pro firmware.
  • Flickering in video being captured while using Black Magic Media Express software.

sourceInformation

SCOPE
Information in this document applies to the following:
Systems:
  • HP rp5800 Point of Sale System
Operating Systems:
  • Microsoft Windows 7 Enterprise (32-bit)
RESOLUTION
To resolve these issues, perform the following steps:
BIOS
  • Press F10 on startup to enter BIOS.
  • Navigate to the " Power" menu and select " OS Power Management".
  • Disable " Runtime Power Management".
  • Change " Idle Power Savings" from " Extended" to " Normal".
  • Exit BIOS.

Windows 7 Operating Systems
  • Navigate to " Power Options" in " Control Panel".
  • Click " Change Plan Settings" under the " Current System Power Plan".
  • Click " Change Advanced Power Settings".
  • Click " Change settings that are currently unavailable" to change any advanced settings.
  • Expand " PCI Express", expand " Link State Power Management" and select " Off"
  • Click " Apply" and click " OK".
  • Close " Control Panel".

Hardware platforms affected : HP rp5800 Retail System

Operating systems affected : Microsoft Windows 7 Enterprise (32-bit) (deleted)

Software affected : Not applicable

Support Communication Cross Reference ID : IA03892146

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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