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SUPPORT COMMUNICATION- CUSTOMER ADVISORY

Document ID: c04382989

Version: 1

HP ProBook 650 and 640 G1 Notebook PCs - Failed to Connect to a Windows Service Error After Completing a 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 : 24-Jul-2014

Last updated : 04-Apr-2018

DESCRIPTION
The computer may exhibit one or more of the following symptoms:
  • Intermittently pauses and is unresponsive.
  • Does not connect to the System Event Notification Service.
  • Takes an abnormally long time to load the operating system.
  • Intermittently displays the following error message:
Failed to connect to a windows service
Windows could not connect to the system event Notification Service service. This problem prevents standard users from logging on to the system. As an administrative user, you can review the System Event Log for details about why the service didn't respond.
note:
This issue only occurs after completing a Microsoft Windows Update and when the computer is not connected to a docking station.

SCOPE
Information in this document applies to the following:
Computers:
  • HP ProBook 650 G1 Notebook PC
  • HP ProBook 640 G1 Notebook PC
Operating Systems:
  • Microsoft Windows 7 Enterprise (64-bit)
RESOLUTION
The computer and image in the SCOPE only use the HP-Intel Display and HP-IDT audio drivers. Do not install the Intel Display or IDT Audio drivers when completing a Windows update.
To resolve this issue, uninstall the Intel Display or IDT Audio drivers that were downloaded during the update, then reinstall the HP-Intel Display and HP-IDT audio drivers using the SoftPaqs below:
SoftPaq Description
Release Notes
Download SoftPaq
IDT High Definition (HD) Audio Driver
Version: 6.10.6499.0
Revision: J
Intel Video Driver and Control Panel
Version: 10.18.10.3540
Revision: A
note:
A more recent version of this software may be available. Check for newer versions at http://www.hp.com/.

Hardware platforms affected : HP ProBook 640 G1 Notebook PC, HP ProBook 650 G1 Notebook PC

Operating systems affected : Not applicable

Software affected : Not applicable

Support Communication Cross Reference ID : IA04382989

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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