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SUPPORT COMMUNICATION- CUSTOMER ADVISORY

Document ID: c06531233

Version: 1

HP Notebook and Desktop PCs - Computer Stops Responding (Hangs) During BIOS Update When in Legacy Mode

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 : 07-Jan-2020

Last updated : 08-Jan-2020

DESCRIPTION
The computer may or may not stop responding (hang) during a BIOS update. This issue occurs when the BIOS is updated from the BIOS setup utility (F10) over a network connection.
Two issues are exhibited:
Issue 1. Computers without Intel Teton Glacier installed or enabled:
The computer can boot to Windows, but some of the driver functionality is lost because the Secure Boot feature is disabled.
Issue 2. Computers with Intel Teton Glacier installed or enabled:
The computer cannot boot to Windows.

SCOPE
The information in this document applies to the following:
Notebook Computers:
  • HP EliteBook 735 G6 Notebook PC
  • HP EliteBook 745 G6 Notebook PC
  • HP EliteBook 830 G6 Notebook PC
  • HP EliteBook 840 G6 Healthcare Edition Notebook PC
  • HP EliteBook 840 G6 Notebook PC
  • HP EliteBook 850 G6 Notebook PC
Desktop Computers:
  • HP EliteDesk 705 G5 Desktop Mini PC
  • HP EliteDesk 705 G5 Small Form Factor PC
Operating Systems:
  • Microsoft Windows 10 TH2 (Version 1511)
  • Microsoft Windows 10 TH1 (Version 1507)
  • Microsoft Windows 10 RS5 (Version 1809)
  • Microsoft Windows 10 RS4 (Version 1803)
  • Microsoft Windows 10 RS3 (Version 1709)
  • Microsoft Windows 10 RS2 (Version 1703)
  • Microsoft Windows 10 RS1 (Version 1607)
RESOLUTION
To recover from this issue, perform the following steps to correct the BIOS settings, then update the BIOS to the latest version.
  1. Power on or restart the computer.
  2. Press the F10 key to enter the BIOS Setup menu.
  3. Select Advanced -> Secure Boot Configuration.
  4. Change the option from Configure Legacy Support and Secure Boot to Legacy Support Disable and Secure Boot Disable.
  5. Save changes and exit the BIOS.
  6. Enter the model number for your computer and click on Find.
  7. Select Software and Driver Downloads.
  8. Select + BIOS.
  9. Download and install the appropriate SoftPaq to update the BIOS.
  10. After the BIOS has been updated, manually restore the boot option.
  11. Restart the computer.
  12. Press the F10 key to enter the BIOS Setup menu.
  13. Select Advanced -> Secure Boot Configuration.
  14. Change the boot option from to Configure Legacy Support and Secure Boot back to Legacy Support Enable and Secure Boot Enable.
  15. Save changes and exit the BIOS.
note:
HP does no longer supports the Legacy Support Enable and Secure Boot option with Microsoft Windows 10.

Hardware platforms affected : HP EliteBook 735 G6 Notebook PC, HP EliteBook 745 G6 Notebook PC, HP EliteBook 830 G6 Notebook PC, HP EliteBook 840 G6 Healthcare Edition Notebook PC, HP EliteBook 840 G6 Notebook PC, HP EliteBook 850 G6 Notebook PC, HP EliteDesk 705 G5 Desktop Mini PC, HP EliteDesk 705 G5 Small Form Factor PC

Operating systems affected : Not applicable

Software affected : Not applicable

Support Communication Cross Reference ID : IA06531233

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.

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