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SUPPORT COMMUNICATION- CUSTOMER ADVISORY

Document ID: c06488384

Version: 1

HP ZBook 17 G6 - Internal and External Drives May Show an Error in Device Manager

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 : 30-Oct-2019

Last updated : 31-Oct-2019

DESCRIPTION
Internal and external drives attached to the ZBook 17 G6 may show an error in Device Manager when powering on the ZBook, or resuming from Sleep or Hibernate.
This issue may occur when all of the following conditions are met:
  • The ZBook 17 G6 is configured with an internal M.2
  • The ZBook 17 G6 is also configured with a 2.5" SSD drive in the optical drive bay cradle
  • The ZBook 17 G6 is resumed after being in Sleep, Hibernate, or Off state
  • Intel IRST driver is installed
  • HP 3D DriveGuard is installed
  • The HP Thunderbolt Dock G1 or G2 is attached to the ZBook 17 G6
  • 2 or more USB drives are connected to the Thunderbolt Dock
When this issue occurs:
  • The internal 2.5" drive may not be displayed in Windows
  • External USB drives connected to the Thunderbolt dock may not be displayed in Windows
  • A Yellow Bang error associated with these drives may appear in Device Manager

SCOPE
Systems:
  • HP ZBook 17 G6 Mobile Workstation
Operating Systems:
  • Microsoft Windows 10 RS5 (Version 1809)
RESOLUTION
The yellow bang is recoverable after a restart.
This is fixed in HP 3D DriveGuard version 7.0.8.1 or later. Please install the latest version from HP.COM.
Restart the laptop.

Hardware platforms affected : HP ZBook 17 G6 Mobile Workstation

Operating systems affected : Not applicable

Software affected : Not applicable

Support Communication Cross Reference ID : IA06488384

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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