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SUPPORT COMMUNICATION- CUSTOMER ADVISORY

Document ID: c05841602

Version: 1

Advisory: HP Pavilion 23-q100, 23-q200 and 27-n100 All-in-One Desktop PCs - Computer Does Not Wake From Sleep Mode After Intel Graphic Driver is Installed From Windows Update

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 : 20-Nov-2017

Last updated : 20-Nov-2017

DESCRIPTION
The computer does not wake from Sleep mode. This occurs after installing the Intel Graphics Driver v22.20.16.4771 from Windows Update.

SCOPE
Computers:
  • HP Pavilion 23-q100 All-in-One Desktop PC series
  • HP Pavilion 23-q100 All-in-One Desktop PC series (Touch)
  • HP Pavilion 23-q200 All-in-One Desktop PC series
  • HP Pavilion 23-q200 All-in-One Desktop PC series (Touch)
  • HP Pavilion 27-n100 All-in-One Desktop PC series
  • HP Pavilion 27-n100 All-in-One Desktop PC series (Touch)
Operating Systems:
  • Microsoft Windows 10 Home (64-bit)
  • Microsoft Windows 10 Pro (64-bit)
RESOLUTION
To resolve this issue, perform the following the steps:
  1. Uninstall the Intel graphic driver, v22.20.16.4771 driver manually.
  2. Download and install the following SoftPaq to update the Intel graphic driver to v21.20.16.4639.
SoftPaq Description
Release Notes
Download SoftPaq
Intel High-Definition (HD) Graphics Driver

Version: 21.20.16.4639
Revision: A
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 Pavilion 23-q100 All-in-One Desktop PC series, HP Pavilion 23-q100 All-in-One Desktop PC series (Touch), HP Pavilion 23-q200 All-in-One Desktop PC series, HP Pavilion 23-q200 All-in-One Desktop PC series (Touch), HP Pavilion 27-n100 All-in-One Desktop PC series, HP Pavilion 27-n100 All-in-One Desktop PC series (Touch)

Operating systems affected : Not applicable

Software affected : Not applicable

Support Communication Cross Reference ID : IA05841602

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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