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SUPPORT COMMUNICATION- CUSTOMER ADVISORY

Document ID: c06265190

Version: 1

HP Spectre 15-ch000 x360 Convertible PCs - Windows 10 RS5 Upgrade Stops Responding at HP Logo Screen

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 : 14-Mar-2019

Last updated : 14-Mar-2019

DESCRIPTION

When upgrading from Windows 10 RS4 (1803) to Windows 10 RS5 (1809), the installation process may hang or stop responding at the HP logo screen. The installation runs for about 30 to 40 minutes, then hangs after a restart. This occurs on computers configured with Intel KBL-G CPU and AMD Vega M graphic cards.

HP logo displayed:

Hung screen during Windows 10 upgrade from RS4 (1803) to RS5 (1809)

SCOPE

The information in this document applies to the following:

Configuration:

Intel KBL-G CPU
AMD Vega M Graphic Card

Computers:

HP Spectre 15-ch000xx x360 Convertible PC series

Operating Systems:

Microsoft Windows 10 RS5 (Version 1809)
Microsoft Windows 10 RS4 (Version 1803)

RESOLUTION

To resolve this issue, download and install the following SoftPaq to update the BIOS:

SoftPaq Description	Release Notes	Download SoftPaq
HP Notebook System BIOS Update (Intel Processors) Version: F.25 Revision: A	SP94769 release notes	SP94769 File Download

NOTE: A more recent version of this software may be available. Check for newer versions at: http://www.hp.com/drivers

This BIOS update is also available to download from Windows Updates.

Hardware platforms affected : HP Spectre 15-ch000 x360 Convertible PC, HP Spectre x360 - 15-ch000 CTO, HP Spectre x360 - 15-ch000na, HP Spectre x360 - 15-ch000nb, HP Spectre x360 - 15-ch000nd, HP Spectre x360 - 15-ch000nf, HP Spectre x360 - 15-ch000no, HP Spectre x360 - 15-ch000tx, HP Spectre x360 - 15-ch000ur, HP Spectre x360 - 15-ch001nb, HP Spectre x360 - 15-ch001nc, HP Spectre x360 - 15-ch001nf, HP Spectre x360 - 15-ch001ng, HP Spectre x360 - 15-ch001no, HP Spectre x360 - 15-ch001tx, HP Spectre x360 - 15-ch001ur, HP Spectre x360 - 15-ch002nb, HP Spectre x360 - 15-ch002nc, HP Spectre x360 - 15-ch002nf, HP Spectre x360 - 15-ch002ng, HP Spectre x360 - 15-ch002no, HP Spectre x360 - 15-ch002tx, HP Spectre x360 - 15-ch002ur, HP Spectre x360 - 15-ch003nf, HP Spectre x360 - 15-ch003ng, HP Spectre x360 - 15-ch003no, HP Spectre x360 - 15-ch003tx, HP Spectre x360 - 15-ch003ur, HP Spectre x360 - 15-ch004na, HP Spectre x360 - 15-ch004nb, HP Spectre x360 - 15-ch004nc, HP Spectre x360 - 15-ch004nf, HP Spectre x360 - 15-ch004ng, HP Spectre x360 - 15-ch004nl, HP Spectre x360 - 15-ch004no, HP Spectre x360 - 15-ch004tx, HP Spectre x360 - 15-ch004ur, HP Spectre x360 - 15-ch005na, HP Spectre x360 - 15-ch005nf, HP Spectre x360 - 15-ch005ng, HP Spectre x360 - 15-ch005no, HP Spectre x360 - 15-ch005tx, HP Spectre x360 - 15-ch005ur, HP Spectre x360 - 15-ch006na, HP Spectre x360 - 15-ch006nc, HP Spectre x360 - 15-ch006nf, HP Spectre x360 - 15-ch006ng, HP Spectre x360 - 15-ch006no, HP Spectre x360 - 15-ch006tx, HP Spectre x360 - 15-ch007na, HP Spectre x360 - 15-ch007nc, HP Spectre x360 - 15-ch007nf, HP Spectre x360 - 15-ch007ng, HP Spectre x360 - 15-ch007tx, HP Spectre x360 - 15-ch008ca, HP Spectre x360 - 15-ch008na, HP Spectre x360 - 15-ch008nc, HP Spectre x360 - 15-ch008ng, HP Spectre x360 - 15-ch008tx, HP Spectre x360 - 15-ch009ng, HP Spectre x360 - 15-ch009tx, HP Spectre x360 - 15-ch010ca, HP Spectre x360 - 15-ch010nd, HP Spectre x360 - 15-ch010ng, HP Spectre x360 - 15-ch010tx, HP Spectre x360 - 15-ch011dx, HP Spectre x360 - 15-ch011nf, HP Spectre x360 - 15-ch011no, HP Spectre x360 - 15-ch011nr, HP Spectre x360 - 15-ch011tx, HP Spectre x360 - 15-ch012nf, HP Spectre x360 - 15-ch012nr, HP Spectre x360 - 15-ch012tx, HP Spectre x360 - 15-ch013nf, HP Spectre x360 - 15-ch013tx, HP Spectre x360 - 15-ch014tx, HP Spectre x360 - 15-ch015nd, HP Spectre x360 - 15-ch015nr, HP Spectre x360 - 15-ch015tx, HP Spectre x360 - 15-ch016nf, HP Spectre x360 - 15-ch017nr, HP Spectre x360 - 15-ch018nr, HP Spectre x360 - 15-ch020nd, HP Spectre x360 - 15-ch025nd, HP Spectre x360 - 15-ch030nz, HP Spectre x360 - 15-ch031ng, HP Spectre x360 - 15-ch032ng, HP Spectre x360 - 15-ch034ng, HP Spectre x360 - 15-ch040nz, HP Spectre x360 - 15-ch050na, HP Spectre x360 - 15-ch050nz, HP Spectre x360 - 15-ch054na, HP Spectre x360 - 15-ch055na, HP Spectre x360 - 15-ch060nz, HP Spectre x360 - 15-ch070nz, HP Spectre x360 - 15-ch075nr, HP Spectre x360 - 15-ch090nz, HP Spectre x360 - 15-ch099na, HP Spectre x360 - 15t-ch000 CTO

Operating systems affected : Not applicable

Software affected : Not applicable

Support Communication Cross Reference ID : IA06265190

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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