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SUPPORT COMMUNICATION- CUSTOMER ADVISORY

Document ID: c04816921

Version: 6

Advisory: HP Notebook PCs - No Boot Error, BitLocker Drive Encryption Error, or Drive Not Recognized Error

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 : 28-Sep-2015

Last updated : 17-Jun-2016

DESCRIPTION
The computer may exhibit one or more of the following symptoms:
  • Bitlocker drive encryption error when encrypting two partitions at once
    - this issue affects all HGST hard drives
  • No Boot error & drive not recognized
    - this issue affects the Jaguar C7 drives only (see SCOPE)

sourceInformation

SCOPE
Information in this document applies to the following:
Hard Disk Drives:
  • 740003-001: HDD, 1.5TB,5400RPM,SATA,HGST JAG-B KING
  • 752864-001: HDD,1TB,5400RPM,7MM,HGST SEAHAWK
  • 678311-001: HDD,1TB,5400RPM,SATA,HGST JAGUAR B
  • 678311-002: HDD,1TB,5400RPM,SATA,HGST JAGUAR B
  • 678311-003: HDD,1TB,5400RPM,SATA,HGST JAGUAR B
  • 752862-001: HDD,1TB,7200RPM,SATA,HGST JAGUAR C
  • 666286-003: HDD,250GB,5400RPM,7MM,HGST JAGUAR B7
  • 666286-002: HDD,250GB,5400RPM,7MM,HGST JAGUAR B7
  • 666286-004: HDD,250GB,5400RPM,7MM,HGSTJAGUAR B7
  • 678310-001: HDD,250GB,7200RPM,7MM,HGST JAGUAR C7
  • 678310-002: HDD,250GB,7200RPM,7MM,HGST JAGUAR C7
  • 666287-002: HDD,320GB,5400RPM,7MM,HGST JAGUAR B7
  • 666287-003: HDD,320GB,5400RPM,7MM,HGST JAGUAR B7
  • 666287-004: HDD,320GB,5400RPM,7MM,HGSTJAGUAR B7
  • 678308-001: HDD,320GB,7200RPM,7MM,HGST JAGUAR C7
  • 678308-002: HDD,320GB,7200RPM,7MM,HGST JAGUAR C7
  • 678308-003: HDD,320GB,7200RPM,7MM,HGST JAGUAR C7
  • 678308-004: HDD,320GB,7200RPM,7MM,HGST JAGUAR C7
  • 678308-004: HDD,320GB,7200RPM,7MM,HGSTJAGUAR-C7
  • 678308-010: HDD,320GB,7200RPM,FDE,7MM,HGST JAGUAR C7
  • 678308-011: HDD,320GB,7200RPM,FDE,7MM,HGST JAGUAR C7
  • 666288-002: HDD,500GB,5400RPM,7MM,HGST JAGUAR B7
  • 666288-003: HDD,500GB,5400RPM,7MM,HGST JAGUAR B7
  • 666288-004: HDD,500GB,5400RPM,7MM,HGSTJAGUAR B7
  • 678309-001: HDD,500GB,7200RPM,7MM,HGST JAGUAR C7
  • 678309-002: HDD,500GB,7200RPM,7MM,HGST JAGUAR C7
  • 678309-003: HDD,500GB,7200RPM,7MM,HGST JAGUAR C7
  • 678309-004: HDD,500GB,7200RPM,7MM,HGSTJAGUAR-C7
  • 678309-010: HDD,500GB,7200RPM,FDE,7MM,HGST JAGUAR C7
  • 678309-011: HDD,500GB,7200RPM,FDE,7MM,HGST JAGUAR C7
  • 678309-014: HDD,500GB,7200RPM,FDE,7MM,HGST JAGUAR C7
  • 678313-001: HDD,640GB,5400RPM,SATA,HGST JAGUAR B
  • 678313-002: HDD,640GB,5400RPM,SATA,HGST JAGUAR B
  • 752865-001: HDD,750GB,5400RPM,7MM,HGST SEAHAWK
  • 678312-001: HDD,750GB,5400RPM,SATA,HGST JAGUAR B
  • 678312-002: HDD,750GB,5400RPM,SATA,HGST JAGUAR B
  • 678312-003: HDD,750GB,5400RPM,SATA,HGST JAGUAR B
  • 752863-001: HDD,750GB,7200RPM,SATA,HGST JAGUAR C
Computers:
  • HP 14-g000 Notebook PC series
  • HP 15g-ad100 Notebook PC series
  • HP 15q-aj100 Notebook PC series
  • HP 240 G2 Notebook PC
  • HP 240 G4 Notebook PC
  • HP 242 G1 Notebook PC
  • HP 242 G2 Notebook PC
  • HP 245 G3 Notebook PC
  • HP 246 G1 Notebook PC
  • HP 248 G1 Notebook PC
  • HP 250 G2 Notebook PC
  • HP 250 G3 Notebook PC
  • HP 255 G1 Notebook PC
  • HP 255 G2 Notebook PC
  • HP 255 G3 Notebook PC
  • HP 255 G4 Notebook PC
  • HP 340 G2 Notebook PC
  • HP 350 G1 Notebook PC
  • HP 350 G2 Notebook PC
  • HP 355 G2 Notebook PC
  • HP EliteBook 2170p Notebook PC
  • HP EliteBook 2560p Notebook PC
  • HP EliteBook 2570p Notebook PC
  • HP EliteBook 2760p Tablet PC
  • HP EliteBook 720 G2 Notebook PC
  • HP EliteBook 725 G2 Notebook PC
  • HP EliteBook 740 G1 Notebook PC
  • HP EliteBook 740 G2 Base Model Notebook PC
  • HP EliteBook 740 G2 Notebook PC
  • HP EliteBook 740 G2 Notebook PC (ENERGY STAR)
  • HP EliteBook 745 G2 Notebook PC
  • HP EliteBook 750 G1 Notebook PC
  • HP EliteBook 750 G2 Base Model Notebook PC
  • HP EliteBook 750 G2 Notebook PC
  • HP EliteBook 750 G2 Notebook PC (ENERGY STAR)
  • HP EliteBook 820 G1 Notebook PC
  • HP EliteBook 820 G2 Base Model Notebook PC
  • HP EliteBook 820 G2 Notebook PC
  • HP EliteBook 820 G2 Notebook PC (ENERGY STAR)
  • HP EliteBook 840 G1 Notebook PC
  • HP EliteBook 840 G2 Notebook PC
  • HP EliteBook 840 G2 Notebook PC (ENERGY STAR)
  • HP EliteBook 8460p Notebook PC
  • HP EliteBook 8460w Mobile Workstation
  • HP EliteBook 8470p Notebook PC
  • HP EliteBook 8470w Mobile Workstation
  • HP EliteBook 850 G1 Notebook PC
  • HP EliteBook 850 G2 Base Model Notebook PC
  • HP EliteBook 850 G2 Notebook PC
  • HP EliteBook 850 G2 Notebook PC (ENERGY STAR)
  • HP EliteBook 8560p Notebook PC
  • HP EliteBook 8570w Mobile Workstation
  • HP EliteBook 8760w Mobile Workstation
  • HP EliteBook 8770w Mobile Workstation
  • HP EliteBook Folio 9470m Notebook PC
  • HP EliteBook Folio 9470m Ultrabook
  • HP ENVY Pro Ultrabook
  • HP ProBook 430 G2 Notebook PC
  • HP ProBook 430 G3 Notebook PC
  • HP ProBook 4340s Notebook
  • HP ProBook 4341s Notebook PC
  • HP ProBook 440 G1 Notebook PC
  • HP ProBook 440 G2 Notebook PC
  • HP ProBook 440 G3 Notebook PC
  • HP ProBook 4440s Notebook PC
  • HP ProBook 4441s Notebook PC
  • HP ProBook 445 G1 Notebook PC
  • HP ProBook 445 G2 Notebook PC
  • HP ProBook 450 G1 Notebook PC
  • HP ProBook 450 G2 Notebook PC
  • HP ProBook 450 G3 Notebook PC
  • HP ProBook 4540s Notebook PC
  • HP ProBook 4545s Notebook PC
  • HP ProBook 455 G1 Notebook PC
  • HP ProBook 455 G2 Notebook PC
  • HP ProBook 455 G3 Notebook PC
  • HP ProBook 470 G1 Notebook PC
  • HP ProBook 470 G2 Notebook PC
  • HP ProBook 470 G3 Notebook PC
  • HP ProBook 4740s Notebook PC
  • HP ProBook 6360b Notebook PC
  • HP ProBook 640 G1 Notebook PC
  • HP ProBook 640 G2 Notebook PC
  • HP ProBook 645 G1 Notebook PC
  • HP ProBook 6460b Notebook PC
  • HP ProBook 6465b Notebook PC
  • HP ProBook 6470b Notebook PC
  • HP ProBook 6475b Notebook PC
  • HP ProBook 650 G1 Notebook PC
  • HP ProBook 650 G2 Notebook PC
  • HP ProBook 655 G1 Notebook PC
  • HP ProBook 655 G2 Notebook PC
  • HP ProBook 6570b Notebook PC
  • HP ZBook 14 G2 Base Model Mobile Workstation
  • HP ZBook 14 G2 Mobile Workstation (ENERGY STAR)
  • HP ZBook 14 Mobile Workstation
  • HP ZBook 14 Mobile Workstation Bundle
  • HP ZBook 15 G2 Mobile Workstation
  • HP ZBook 15 G3 Mobile Workstation
  • HP ZBook 15 G3 Mobile Workstation (ENERGY STAR)
  • HP ZBook 15 Mobile Workstation
  • HP ZBook 15 Mobile Workstation (ENERGY STAR)
  • HP ZBook 15-inch Mobile Workstation
  • HP ZBook 15u G2 Mobile Workstation (series)
  • HP ZBook 15u G3 Mobile Workstation (ENERGY STAR)
  • HP ZBook 17 G2 Mobile Workstation
  • HP ZBook 17 G3 Mobile Workstation
  • HP ZBook 17 G3 Mobile Workstation (ENERGY STAR)
  • HP ZBook 17 Mobile Workstation
  • HP ZBook 17 Mobile Workstation (ENERGY STAR)
  • HP ZBook 17-inch Mobile Workstation
  • HP EliteBook 2570p Notebook PC
RESOLUTION
If BitLocker encryption fails, download and install the following SoftPaq and encrypt the drive again:
To resolve this issue, download and install the following SoftPaq:
SoftPaq Description
Release Notes
Download SoftPaq
Hitachi Hard Drive Firmware Update
Version: 2.1
Revision: A Pass: 1
NOTE: A more recent version of this software may be available. Check for newer versions at http://www.hp.com/drivers.
If the computer does not detect the HDD or fails diagnostics, contact HP for further assistance.

Hardware platforms affected : HP EliteBook 720 G2 Notebook PC, HP EliteBook 740 G1 Notebook PC, HP EliteBook 740 G2 Base Model Notebook PC, HP EliteBook 740 G2 Notebook PC, HP EliteBook 740 G2 Notebook PC (ENERGY STAR), HP EliteBook 750 G1 Notebook PC, HP EliteBook 750 G2 Base Model Notebook PC, HP EliteBook 750 G2 Notebook PC, HP EliteBook 750 G2 Notebook PC (ENERGY STAR), HP EliteBook 820 G1 Notebook PC, HP EliteBook 820 G2 Base Model Notebook PC, HP EliteBook 820 G2 Notebook PC, HP EliteBook 820 G2 Notebook PC (ENERGY STAR), HP EliteBook 840 G1 Notebook PC, HP EliteBook 840 G2 Notebook PC, HP EliteBook 840 G2 Notebook PC, HP EliteBook 840 G2 Notebook PC (ENERGY STAR), HP EliteBook 850 G1 Notebook PC, HP EliteBook 850 G2 Base Model Notebook PC, HP EliteBook 850 G2 Notebook PC, HP EliteBook 850 G2 Notebook PC (ENERGY STAR), HP ProBook 430 G2 Notebook PC, HP ProBook 440 G2 Notebook PC, HP ProBook 450 G1 Notebook PC, HP ProBook 470 G1 Notebook PC, HP ProBook 640 G1 Notebook PC, HP ProBook 645 G1 Notebook PC, HP ProBook 650 G1 Notebook PC, HP ProBook 655 G1 Notebook PC, HP ZBook 14 Mobile Workstation, HP ZBook 14 Mobile Workstation Bundle, HP ZBook 15 G2 Mobile Workstation

Operating systems affected : Not applicable

Software affected : Not applicable

Support Communication Cross Reference ID : IA04816921

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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