hp-support-head-portlet

Actions
Loading...
HP Customer Support - Knowledge Base

hp-contact-secondary-navigation-portlet

Actions
Loading...

hp-share-print-widget-portlet

Actions
Loading...
  • Information
    We are upgrading our website

    If you experience errors during this time, please try again later. 

hp-concentra-wrapper-portlet

Actions
Loading...

SUPPORT COMMUNICATION- CUSTOMER ADVISORY

Document ID: c04347462

Version: 1

HP Elitebook 745, 755, and 725 G2 Notebook PCs - During Fresh Install of OS, Driver Missing Error Is Displayed

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-Jun-2014

Last updated : 23-Jan-2015

DESCRIPTION
When trying to restore or freshly install the Operating System (OS) from the HP restore media (OSDVD) or media created from HP Recovery Disk Creator (HPRDC), the following error message is displayed:
"A required CD/DVD drive device driver is missing. If you have a driver floppy disk, CD, DVD or USB flash drive, please insert it now."
This occurs when using an external optical drive which is connected to USB 3.0 port.

SCOPE
Information in this document applies to the following:
Computers:
  • HP EliteBook 745 G2 Notebook PC
  • HP EliteBook 745 G2 Notebook PC
  • JHP EliteBook 725 G2 Notebook PC
Operating Systems:
  • Microsoft Windows 7 Home Basic (32-bit)
  • Microsoft Windows 7 Home Premium (32-bit)
  • Microsoft Windows 7 Home Premium (64-bit)
  • Microsoft Windows 7 Professional (32-bit)
  • Microsoft Windows 7 Professional (64-bit)
  • Microsoft Windows 8.1 (standard)
  • Microsoft Windows 8.1 Pro
RESOLUTION
Solution 1:
a. if possible user disable USB 3.0 in BIOS (F10) and save setting. Perform the installation again.
Solution 2:
a. If possible user should use internal optical drive.
Solution 3:
a. If possible user should connect external optical drive to the USB 2.0 port to perform the installation or restore.
Solution 4:
1. Download the latest USB 3.0 drivers from HP download site on a USB stick for the operating system.
2. Insert the USB stick in one of the USB 2.0 ports.
3. Reboot the system from the external drive.
3. Use Browse button when the message pops up during installation and point to the drivers location on the USB stick.
4. Click Next and go through the installation.

Hardware platforms affected : HP EliteBook 725 G2 Notebook PC, HP EliteBook 745 G2 Notebook PC, HP EliteBook 755 G2 Notebook PC

Operating systems affected : Microsoft Windows 7 Home Basic (32-bit) (deleted) Microsoft Windows 7 Home Premium (32-bit) (deleted) Microsoft Windows 7 Home Premium (64-bit) (deleted) Microsoft Windows 7 Professional (32-bit) (deleted) Microsoft Windows 7 Professional (64-bit) (deleted)

Software affected : Not applicable

Support Communication Cross Reference ID : IA04347462

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.

hp-feedback-input-portlet

Actions
Loading...

hp-feedback-banner-portlet

Actions
Loading...

hp-country-locator-portlet

Actions
Loading...
Country/Region: Flag United States

hp-detect-load-my-device-portlet

Actions
Loading...