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SUPPORT COMMUNICATION- CUSTOMER ADVISORY

Document ID: c04538133

Version: 1

Advisory: HP EliteBook and ProBook Notebook PCs and HP ZBook Mobile Workstations - Black Screen on Start if HP Drive Encryption and LAN/WLAN Switching are Enabled

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 : 06-Jan-2015

Last updated : 06-Jan-2015

DESCRIPTION
The computer fails to boot; it halts with a blank (black) screen. The issue can occur if:
the computer is connected to a network by Ethernet cable during start up
and
LAN/WLAN switching is enabled in the BIOS settings
and
HP Drive Encryption (WinMagic) is enabled
Power cycling the computer will not recover as long as all three of the above conditions are present.

SCOPE
Information in this document applies to the following:
Systems:
  • HP EliteBook 840 G1 Notebook PC
  • HP EliteBook 850 G1 Notebook PC
  • HP EliteBook Folio 1040 G1 Notebook PC
  • HP EliteBook Folio 9480m Notebook PC
  • HP EliteBook Revolve 810 G2 Tablet
  • HP Pro x2 612 G1
  • HP ProBook 430 G1 Notebook PC
  • HP ProBook 440 G1 Notebook PC
  • HP ProBook 440 G2 Notebook PC
  • HP ProBook 470 G1 Notebook PC
  • HP ProBook 470 G2 Notebook PC
  • HP ProBook 640 G1 Notebook PC
  • HP ProBook 650 G1 Notebook PC
  • HP ZBook 14 Mobile Workstation
  • HP ZBook 15-inch Mobile Workstation
  • HP ZBook 17-inch Mobile Workstation
Operating Systems:
  • Microsoft Windows 7 Professional (64-bit)
RESOLUTION
Update the HP Drive Encryption software to Version 8.6.9.26 (or later) to resolve the issue:
SoftPaq Description
Release Notes
Download SoftPaq
HP Drive Encryption Software
Version: 8.6.9.26
Revision: A, Pass: 1
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 840 G1 Notebook PC, HP EliteBook 850 G1 Notebook PC, HP EliteBook Folio 1040 G1 Notebook PC, HP EliteBook Folio 9480m Notebook PC, HP EliteBook Revolve 810 G2 Tablet (ENERGY STAR) (deleted), HP Pro x2 612 G1, HP ProBook 430 G1 Notebook PC, HP ProBook 440 G1 Notebook PC, HP ProBook 440 G2 Notebook PC, HP ProBook 470 G1 Notebook PC, HP ProBook 470 G2 Notebook PC, HP ProBook 640 G1 Notebook PC, HP ProBook 650 G1 Notebook PC, HP ZBook 14 Mobile Workstation, HP ZBook 15 Mobile Workstation, HP ZBook 17 Mobile Workstation

Operating systems affected : Microsoft Windows 7 Professional (64-bit) (deleted)

Software affected : Not applicable

Support Communication Cross Reference ID : IA04538133

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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