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SUPPORT COMMUNICATION- CUSTOMER ADVISORY

Document ID: c06502760

Version: 1

HP EliteBook, ProBook, Pro x2, ZBook Mobile Workstation PCs - CREO Viewer Stops Working

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 : 11-Nov-2019

Last updated : 11-Nov-2019

DESCRIPTION
The CREO Viewer app stops working. This issue is being caused by an older Intel graphics driver.


Figure 1. CREO Viewer app stops working

SCOPE
Information in this document applies to the following:
Computers:
  • HP EliteBook 820 G3 Notebook PC
  • HP EliteBook 828 G3 Notebook PC
  • HP EliteBook 830 G5 Notebook PC
  • HP EliteBook 836 G5 Notebook PC
  • HP EliteBook 840 G3 Notebook PC
  • HP EliteBook 840 G5 Healthcare Edition Notebook PC
  • HP EliteBook 840 G5 Notebook PC
  • HP EliteBook 846 G5 Notebook PC
  • HP EliteBook 850 G3 Notebook PC
  • HP EliteBook 850 G5 Notebook PC
  • HP Pro x2 612 G2 Tablet
  • HP Pro x2 612 G2 with Keyboard
  • HP ProBook 640 G4 Notebook PC
  • HP ProBook 650 G4 Notebook PC
  • HP ProBook x360 440 G1 Notebook PC
  • HP ZBook 14u G5 Mobile Workstation
  • HP ZBook 15u G3 Mobile Workstation
  • HP ZBook 15u G5 Mobile Workstation
Operating Systems:
  • 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)
  • Microsoft Windows 10 19H1 (Version 1903)
RESOLUTION
To resolve this issue, download and install the following SoftPaq to update the Intel Video Driver and Control Panel:
SoftPaq Description
Release Notes
Download SoftPaq
Intel Video Driver and Control Panel
Version: 26.20.100.6888
Revision: W
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 EliteBook 820 G3 Notebook PC, HP EliteBook 828 G3 Notebook PC, HP EliteBook 830 G5 Notebook PC, HP EliteBook 836 G5 Notebook PC, HP EliteBook 840 G3 Notebook PC, HP EliteBook 840 G5 Healthcare Edition Notebook PC, HP EliteBook 840 G5 Notebook PC, HP EliteBook 846 G5 Notebook PC, HP EliteBook 850 G3 Notebook PC, HP EliteBook 850 G5 Notebook PC, HP Pro x2 612 G2 Tablet, HP Pro x2 612 G2 with Keyboard, HP ProBook 640 G4 Notebook PC, HP ProBook 650 G4 Notebook PC, HP ProBook x360 440 G1 Notebook PC, HP ZBook 14u G5 Mobile Workstation, HP ZBook 15u G3 Mobile Workstation, HP ZBook 15u G5 Mobile Workstation

Operating systems affected : Not applicable

Software affected : Not applicable

Support Communication Cross Reference ID : IA06502760

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