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SUPPORT COMMUNICATION- CUSTOMER ADVISORY

Document ID: c06696295

Version: 1

HP OMEN 15, 17, OMEN by HP 15, 17, OMEN x 2S, Pavilion Gaming 15, 17 Laptop PCs - Graphic Driver is Lost When Playing Games

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 : 10-Jul-2020

Last updated : 10-Jul-2020

DESCRIPTION
The Graphic driver is lost while playing games. The OS does not detect the graphic driver, and games may crash (stop or exit suddenly). When this occurs, Device Manager displays an exclamation warning (yellow bang) on the Intel PCI-E controller. A blue screen may also appear after a restart due to the "missing" graphic driver.
When the issue occurs on the OMEN x 2S 15-dg0000, the second screen will stop working (display will be blank).
Figure 1. Second screen on the OMEN x 2S 15-dg0000 Laptop PC.

SCOPE
The information in this document applies to the following:
Computers:
  • HP Pavilion Gaming 15-cx0000 Laptop PC
  • HP Pavilion Gaming 15-dk0000 Laptop PC
  • HP Pavilion Gaming 15-dk1000 Laptop PC series
  • HP Pavilion Gaming 17-cd0000 Laptop PC
  • HP Pavilion Gaming 17-cd1000 Laptop PC series
  • OMEN 15-dh1000 Laptop PC series
  • OMEN 17-cb1000 Laptop PC series
  • OMEN by HP 15-dc1000 Laptop PC series
  • OMEN by HP 15-dh0000 Laptop PC series
  • OMEN by HP 17-cb0000 Laptop PC
  • OMEN X by HP 2S 15-dg0000 Laptop PC series
Operating Systems:
Microsoft Windows 10 RS5 (Version 1809)
RESOLUTION
To work around this issue, perform the appropriate action listed below:
If the graphic driver cannot be detected:
  • Reinstall the Intel chipset driver and Nvidia graphic driver.
If the Intel PCI-E controller displays an exclamation warning (yellow bang) in Device Manager:
  • Uninstall the Intel PCIe Controller (x16)-1901 device from Device Manager.
If the second screen stops working on the OMEN x 2S 15-dg0000 Laptop PC:
  • Uninstall the Intel PCIe Controller (x16)-1901 device from Device Manager
To resolve this issue, perform the following steps to update the Graphic driver, and BIOS to the latest versions:
  1. Go to .
  2. Enter your HP computer product name and model number.
  3. Click Find.
  4. Select Software and Driver Downloads.
  5. Expand Driver-Graphics.
  6. Select your specific Graphics driver.
  7. Follow the on-screen instructions to download and install the driver (a restart may be required).
  8. Repeat steps 4 through 8 to download and install the latest BIOS update for your computer.

Hardware platforms affected : HP Pavilion Gaming 15-cx0000 Laptop PC, HP Pavilion Gaming 15-dk0000 Laptop PC, HP Pavilion Gaming 15-dk1000 Laptop PC series, HP Pavilion Gaming 17-cd0000 Laptop PC, HP Pavilion Gaming 17-cd1000 Laptop PC series, OMEN 15-dh1000 Laptop PC series, OMEN 17-cb1000 Laptop PC series, OMEN X by HP 2S 15-dg0000 Laptop PC series, OMEN by HP 15-dc1000 Laptop PC series, OMEN by HP 15-dh0000 Laptop PC series, OMEN by HP 17-cb0000 Laptop PC

Operating systems affected : Not applicable

Software affected : Not applicable

Support Communication Cross Reference ID : IA06696295

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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