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SUPPORT COMMUNICATION- CUSTOMER ADVISORY

Document ID: c07582598

เวอร์ชั่น: 1

HP Commercial Notebook and Mobile Workstation PCs - Windows OS Upgrade may hang (stall), or not be offered when attempting to perform upgrade

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 : 12-May-2021

Last updated : 12-May-2021

DESCRIPTION
The OS upgrade may hang (stop responding), or it may not be offered when attempting to perform the upgrade.
This occurs due to a feature update blocks by Microsoft. The operating systems (OS) impacted by the blocks are Windows versions 2004 (20H1) and 2009 (20H2).
Refer to the following link for more details: https://docs.microsoft.com/en-us/windows/release-information/status-windows-10-2004#417msgdesc.

SCOPE
The information in this document applies to the following:
Driver versions:
Conexant HD Audio, versions 8.65.47.53, 8.65.56.51.
Computers:
  • HP EliteBook 750 G3 Notebook PC
  • HP EliteBook 755 G3 Notebook PC
  • HP EliteBook 755 G4 Notebook PC
  • HP EliteBook 830 G5 Notebook PC
  • HP EliteBook 840 G3 Notebook PC
  • HP EliteBook 840 G4 Notebook PC
  • HP EliteBook 840 G5 Healthcare Edition Notebook PC
  • HP EliteBook 840 G5 Notebook PC
  • HP EliteBook 846 G5 Notebook PC
  • HP EliteBook 846r G4 Notebook PC
  • HP EliteBook 848 G3 Notebook PC
  • HP EliteBook 848 G4 Notebook PC
  • HP EliteBook 850 G3 Notebook PC
  • HP EliteBook 850 G4 Notebook PC
  • HP EliteBook 850 G5 Notebook PC
  • HP EliteBook 850 G5 Notebook PC Configurable Material
  • HP EliteBook x360 1030 G2 Notebook PC
  • HP EliteBook x360 1030 G3 Notebook PC
  • HP EliteBook x360 1040 G5 Notebook PC
  • HP EliteBook x360 830 G5 Notebook PC
  • HP ProBook 440 G5 Notebook PC
  • HP ProBook 640 G4 Notebook PC
  • HP ProBook 645 G2 Notebook PC
  • HP ProBook 645 G3 Notebook PC
  • HP ProBook 645 G4 Notebook PC
  • HP ProBook 650 G3 Notebook PC
  • HP ProBook 650 G4 Hex Core Notebook PC
  • HP ProBook 650 G4 Notebook PC
  • HP ProBook 650 G5 Notebook PC
  • HP ProBook 655 G3 Notebook PC
  • HP EliteBook x360 1030 G2 Notebook PC
  • HP ZBook 14u G4 Mobile Workstation
  • HP ZBook 14u G5 Mobile Workstation
  • HP ZBook 14u G6 Mobile Workstation
  • HP ZBook 15 G3 Mobile Workstation
  • HP ZBook 15 G4 Mobile Workstation
  • HP ZBook 15 G5 Mobile Workstation
  • HP ZBook 15 G6 Mobile Workstation
  • HP ZBook 15u G3 Mobile Workstation
  • HP ZBook 15u G4 Mobile Workstation
  • HP ZBook 15u G5 Mobile Workstation
  • HP ZBook 15u G6 Mobile Workstation
  • HP ZBook 17 G3 Mobile Workstation
  • HP ZBook 17 G4 Mobile Workstation
  • HP ZBook 17 G5 Mobile Workstation
  • HP ZBook 17 G6 Mobile Workstation
  • HP ZBook Studio G3 Mobile Workstation
  • HP ZBook Studio G4 Mobile Workstation
  • HP ZBook Studio G5 Mobile Workstation
  • HP ZBook Studio x360 G5 Convertible Workstation
  • HP ZBook x2 G4 Detachable Workstation
Operating Systems:
  • Microsoft Windows 10 19H2 (Version 1909)
  • Microsoft Windows 10 20H1 (Version 2004)
  • Microsoft Windows 10 20H2 (Version 2009)
RESOLUTION
To resolve this issue, perform the following steps to download and update the audio driver.
  1. Go to HP Customer Support - Products.
  2. Enter your HP computer product name and model number.
  3. Click Find.
  4. Select Software Drivers and Firmware.
  5. Expand Driver-Audio by tapping the + symbol.
  6. Select Conexant HD Audio Driver.
  7. Click the Download link.
    Use the Download and Install Assistant or download the file manually. After download, install the files.
  8. Locate the file in the browser window, and then double-click it to start installation. The file can also be located in the Downloads folder on your computer. HP recommends restarting your computer after installation.

Hardware platforms affected : HP EliteBook 750 G3 Notebook PC, HP EliteBook 755 G3 Notebook PC, HP EliteBook 755 G4 Notebook PC, HP EliteBook 830 G5 Notebook PC, HP EliteBook 840 G3 Notebook PC, HP EliteBook 840 G4 Notebook PC, HP EliteBook 840 G5 Healthcare Edition Notebook PC, HP EliteBook 840 G5 Notebook PC, HP EliteBook 846 G5 Notebook PC, HP EliteBook 846r G4 Notebook PC, HP EliteBook 848 G3 Notebook PC, HP EliteBook 848 G4 Notebook PC, HP EliteBook 850 G3 Notebook PC, HP EliteBook 850 G4 Notebook PC, HP EliteBook 850 G5 Notebook PC, HP EliteBook 850 G5 Notebook PC Configurable Material, HP EliteBook x360 1030 G2 Bundle, HP EliteBook x360 1030 G2 Notebook PC, HP EliteBook x360 1030 G3 Notebook PC, HP EliteBook x360 1040 G5 Notebook PC, HP EliteBook x360 830 G5 Notebook PC, HP ProBook 440 G5 Notebook PC, HP ProBook 640 G4 Notebook PC, HP ProBook 645 G2 Notebook PC, HP ProBook 645 G3 Notebook PC, HP ProBook 645 G4 Notebook PC, HP ProBook 650 G3 Notebook PC, HP ProBook 650 G4 Hex Core Notebook PC, HP ProBook 650 G4 Notebook PC, HP ProBook 650 G5 Notebook PC, HP ProBook 655 G3 Notebook PC, HP ZBook 14u G4 Mobile Workstation, HP ZBook 14u G5 Mobile Workstation, HP ZBook 14u G6 Mobile Workstation, HP ZBook 15 G3 Mobile Workstation, HP ZBook 15 G4 Mobile Workstation, HP ZBook 15 G5 Mobile Workstation, HP ZBook 15 G6 Mobile Workstation, HP ZBook 15u G3 Mobile Workstation, HP ZBook 15u G4 Mobile Workstation, HP ZBook 15u G5 Mobile Workstation, HP ZBook 15u G6 Mobile Workstation, HP ZBook 17 G3 Mobile Workstation, HP ZBook 17 G4 Mobile Workstation, HP ZBook 17 G5 Mobile Workstation, HP ZBook 17 G6 Mobile Workstation, HP ZBook Studio G3 Mobile Workstation, HP ZBook Studio G4 Mobile Workstation, HP ZBook Studio G5 Mobile Workstation, HP ZBook Studio x360 G5 Convertible Workstation, HP ZBook x2 G4 Detachable Workstation

Operating systems affected : Not applicable

Software affected : Not applicable

Support Communication Cross Reference ID : IA07582598

© 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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