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SUPPORT COMMUNICATION- CUSTOMER ADVISORY

Document ID: c06613733

Version: 1

HP Commercial Notebook PCs - SoftPaqs Cannot Be Installed When HP Application Driver Is Disabled in HP Computer Setup (F10)

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 : 10-Apr-2020

Last updated : 10-Apr-2020

DESCRIPTION
No HPID is found when SoftPaq SP101316 is installed. This issue occurs when the HP Application Driver HWID (ACPI\HPIC000C) option is disabled in the HP Computer Setup (F10), and Windows is manually installed. This may also occur on older platforms that do have the latest driver installed.
The following message is displayed:
This SoftPaq does not support this system (9996)
Press any key to exit.

SCOPE
The information in this document applies to the following:
Applications/Drivers:
SP101316 - HSA Fusion for commercial, v1.19.1692.0, rev. A
Computers:
  • HP Elite x2 1013 G3 Tablet
  • HP Elite x2 1013 G3 Tablet
  • HP Elite x2 1013 G3 Tablet with Keyboard
  • HP EliteBook 1050 G1 Notebook PC
  • HP EliteBook 735 G5 Notebook PC
  • HP EliteBook 745 G5 Notebook PC
  • HP EliteBook 745 G5 Notebook PC
  • HP EliteBook 755 G5 Notebook PC
  • HP EliteBook 830 G5 Notebook PC
  • HP EliteBook 836 G5 Notebook PC
  • HP EliteBook 840 G5 Healthcare Edition Notebook PC
  • HP EliteBook 840 G5 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 850 G5 Notebook PC
  • HP EliteBook 850 G5 Notebook PC Bundle
  • HP EliteBook x360 1030 G3 Notebook PC
  • HP EliteBook x360 1040 G5 Notebook PC
  • HP EliteBook x360 830 G5 Notebook PC
  • HP Engage Go Mobile System
  • HP Pro x2 612 G2 Tablet
  • HP Pro x2 612 G2 Tablet
  • HP Pro x2 612 G2 Tablet
  • HP Pro x2 612 G2 Tablet (ENERGY STAR)
  • HP Pro x2 612 G2 with Keyboard
  • HP ProBook 445 G6 Notebook PC
  • HP ProBook 445 G6 Notebook PC
  • HP ProBook 445R G6 Notebook PC
  • HP ProBook 445R G6 Notebook PC
  • HP ProBook 445R G6 Notebook PC
  • HP ProBook 450 G5 Notebook PC
  • HP ProBook 450 G5 Notebook PC
  • HP ProBook 450 G5 Notebook PC Bundle
  • HP ProBook 450 G6 Notebook PC
  • HP ProBook 455 G5 Notebook PC
  • HP ProBook 455 G6 Notebook PC
  • HP ProBook 455R G6 Notebook PC
  • HP ProBook 455R G6 Notebook PC
  • HP ProBook 640 G4 Notebook PC
  • HP ProBook 640 G4 Notebook PC Bundle
  • HP ProBook 645 G4 Notebook PC
  • HP ProBook 650 G4 Notebook PC
  • HP ProBook 650 G4 Notebook PC Bundle
  • HP ProBook x360 11 G1 EE Notebook PC
  • HP ProBook x360 11 G3 EE Notebook PC
  • HP ProBook x360 11 G4 EE Notebook PC
  • HP ProBook x360 11 G4 EE Notebook PC
  • HP ZBook 14u G5 Mobile Workstation
  • HP ZBook 14u G5 Mobile Workstation Bundle
  • HP ZBook 15 G5 Mobile Workstation
  • HP ZBook 15u G5 Mobile Workstation
  • HP ZBook 17 G5 Mobile Workstation
  • HP ZBook Studio G5 Mobile Workstation
  • HP ZBook Studio x360 G5 Convertible Workstation
  • HP ZBook x2 G4 Detachable Workstation
  • HP ZHAN 66 Pro 13 G2 Notebook PC
  • HP ZHAN 66 Pro 14 G2 Notebook PC
  • HP ZHAN 66 Pro 15 G2 Notebook PC
  • HP ZHAN 66 Pro G1 Notebook PC
  • HP ZHAN 66 Pro G1 Notebook PC
Operating Systems:
  • Microsoft Windows 10 RS5 (Version 1809)
  • Microsoft Windows 10 19H1 (Version 1903)
RESOLUTION
To resolve this issue, perform the following procedures:
Procedure 1: Install the latest BIOS (for your computer).
  1. Refer to the link to locate, download and install the latest BIOS for your computer: HP Customer Support - Software and Driver Downloads (continue to Procedure 2 only after the BIOS has been updated).
Procedure2: Perform the steps to enable the HP Application Driver in the HP Computer Setup (F10).
  1. Power on, or restart the computer.
  2. Press the F10 key during boot up to enter the main BIOS page.
  3. Select Advanced.
  4. Select System Options.
  5. Scroll down and locate the HP Application Driver option.
  6. Check the box to enable the HP Application Driver.
  7. Navigate back to the main HP Computer Setup screen.
  8. Select Save Changes and Exit.
  9. Restart the computer.
Procedure 3: Reinstall the HSA Fusion SoftPaq.
  1. Download and install the HSA Fusion SoftPaq.
SoftPaq Description
Release Notes
Download SoftPaq
HSA Fusion for Commercial Computers
Version: 1.19.1692.0
Revision: A
SP101316 release notes
SP101316 File Download
note:
A more recent version of this software may be available. Check for newer versions at: http://www.hp.com/drivers.

Hardware platforms affected : HP Elite x2 1013 G3 Tablet, HP Elite x2 1013 G3 Tablet with Keyboard, HP EliteBook 1050 G1 Notebook PC, HP EliteBook 735 G5 Notebook PC, HP EliteBook 745 G5 Notebook PC, HP EliteBook 755 G5 Notebook PC, HP EliteBook 830 G5 Notebook PC, HP EliteBook 836 G5 Notebook PC, 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 850 G5 Notebook PC, HP EliteBook 850 G5 Notebook PC Bundle, HP EliteBook x360 1030 G3 Notebook PC, HP EliteBook x360 1040 G5 Notebook PC, HP EliteBook x360 830 G5 Notebook PC, HP Engage Go Mobile System, HP Pro x2 612 G2 Tablet, HP Pro x2 612 G2 Tablet (ENERGY STAR), HP Pro x2 612 G2 with Keyboard, HP ProBook 445 G6 Notebook PC, HP ProBook 445R G6 Notebook PC, HP ProBook 450 G5 Notebook PC, HP ProBook 450 G5 Notebook PC Bundle, HP ProBook 450 G6 Notebook PC, HP ProBook 455 G5 Notebook PC, HP ProBook 455 G6 Notebook PC, HP ProBook 455R G6 Notebook PC, HP ProBook 640 G4 Notebook PC, HP ProBook 640 G4 Notebook PC Bundle, HP ProBook 645 G4 Notebook PC, HP ProBook 650 G4 Notebook PC, HP ProBook 650 G4 Notebook PC Bundle, HP ProBook x360 11 G1 EE Notebook PC, HP ProBook x360 11 G3 EE Notebook PC, HP ProBook x360 11 G4 EE Notebook PC, HP ZBook 14u G5 Mobile Workstation, HP ZBook 14u G5 Mobile Workstation Bundle, HP ZBook 15 G5 Mobile Workstation, HP ZBook 15u G5 Mobile Workstation, HP ZBook 17 G5 Mobile Workstation, HP ZBook Studio G5 Mobile Workstation, HP ZBook Studio x360 G5 Convertible Workstation, HP ZBook x2 G4 Detachable Workstation, HP ZHAN 66 Pro 13 G2 Notebook PC, HP ZHAN 66 Pro 14 G2 Notebook PC, HP ZHAN 66 Pro 15 G2 Notebook PC, HP ZHAN 66 Pro G1 Notebook PC

Operating systems affected : Not applicable

Software affected : Not applicable

Support Communication Cross Reference ID : IA06613733

© Copyright 2023 HP Development Company, L.P.
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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