HP Technical Support, Help, and Troubleshooting | HP® Customer Support

Опубликовано 24.07.2017 | Автор:

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Find Solutions, ask questions, and share advice with other HP product owners. Why HP may not be able to find your product. This should take less than 1 minute depending on your computer and your connection speed. This could take up to 3 minutes, depending on your computer and connection speed. This product detection tool installs software on your Microsoft Windows device that allows HP to detect and gather data about your HP and Compaq products to provide quick access to support information and solutions.

Technical data is gathered for the products supported by this tool and is used to identify products, provide relevant solutions and automatically update this tool, to improve our products, solutions, services, and your experience as our customer. This tool will detect HP PCs and HP printers. The product you have selected is retired, and support services for it have not been available from HP for several years.

Once a product has reached the end of its support life, all official HP support content troubleshooting articles, user guides, how-to videos, etc. Additional support content may still be available via the HP Forums or from third-party web sites; however, HP takes no responsibility for content authored by third-parties.

Want to see a list of retired products by category? Welcome Getting Started Contact HP - Anonymous Contact HP Product Context View Support Home Test page Product Home Product Warranty Result ConcentraWrapper currently selected pFinderResults Product Details Page SearchResult Error Page individual import test DisputeForm SWDSelfService SWDSelfServiceStep SWDSelfServiceFinish SWDpFinderNoResults RemoteConnection ExitDisclaimer Warranty Check Unknown Warranty Historical Products MediaOrdering IdentifyProduct changeProductPFinderResults WCM Generic Page Customer Support MicroSite CustomerSupportMicroSitePPSTheme-2 MicroSite orderconfirmation productreplacement swdDriverDetails multipleWarranty SWDpfinderBadResults caseCreation caseCreationSubmit Asset Conversion Page HP Microsite.

Javascript is disabled in this browser. Let HP find my products Identify now HP can identify most HP products and recommend possible solutions. How does HP install software and gather data? Downloading or Updating Software and Drivers for HP Computers Installing updates in Windows Using HP Support Assistant to find updates automatically Windows.

Downloading software and drivers. Using HP System Recovery to restore original drivers or software Windows. Getting updates from the maker of the software or hardware. Frequently asked questions about software and drivers. This document pertains to HP and Compaq CONSUMER computers.

HP constantly strives to improve its products and periodically provides updates for software, drivers, and firmware. To keep your HP or Compaq computer running smoothly, update software on a regular basis. Keep your computer up to date with the following methods. View a video about finding software and drivers.

View the video in full screen on YouTube. Installing updates in Windows 10 Check for updates Find and install updated software and hardware drivers for your computer with Windows Restart your PC to make sure any updates previously downloaded are correctly installed. If updates are available to download, click Install now. If no updates are currently listed, click Check for updates , and then click Install now after Windows detects available updates. Update the graphics driver Windows Update automatically loads the correct drivers upon upgrade.

If the correct drivers do not install on upgrade, you might need to manually update the graphics driver using Windows Update. In Windows, search for and open Device Manager. Right-click the graphics device and select Update Driver Software. Search automatically for updated driver software. Update other specific components If a specific hardware component such as the touchpad, video display, or keyboard is not working correctly, or is missing functionality, update the component driver in Device Manager.

Component in Device Manager display adapter example. Right-click the device and select Update Driver Software. Finding software and drivers Use one of the following sections to learn ways you can get software and drivers. The best way to find all driver updates available for your computer is to check all three locations, in this order.

The chipset can drive many of the onboard components such as network, sound, and video. If the driver is not available from HP, you can find the name and manufacturer of the chipset on the product specifications for your computer model. Search for your computer model plus the word specifications at the top of this page.

For example, if you have an HP Pavilion HPE ht Desktop computer, search for ht specifications. Use HP Support Assistant to find updates automatically. If HP Support Assistant does not find the driver you want, download software and drivers from HP. If HP does not have the driver you want, download software and drivers from Microsoft using Windows Update.

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Most available drivers can be downloaded from HP or Microsoft. Software updates Software updates can be provided by HP or by the software manufacturer. Check for software updates in this order.

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If HP Support Assistant does not find the update you want, download software and drivers from HP. BIOS updates Only install BIOS updates from HP. Refer to one of the following HP support documents for complete instructions to find and install BIOS updates from HP. Network adapters, modems and video cards can also use firmware. Firmware updates can be provided by HP or by the hardware manufacturer.

Check for firmware updates in this order. Restore or reinstall original software and drivers Use the HP recovery process to install the original drivers and software that came with your computer. Recovery Manager Windows Vista and later and Application Recovery Windows XP and earlier enable you to choose specific hardware or drivers to reinstall. For more information about how to use these HP software applications, see one of the following support documents.

If you have upgraded or downgraded the operating system on your computer, the HP application recovery process might not work. Also, if your computer was configured to order, you need to reinstall certain software programs using their installation discs. For more information about restoring original software and drivers, see the document that applies to your computer:. Using Recovery Manager to Restore Software and Drivers Windows 8.

Using Recovery Manager to Restore Software and Drivers Windows 7. Performing a Software Application or Driver Recovery Windows Vista. Using Application Recovery Windows 9x, Me, and XP. Restoring Original Software and Drivers in Windows 98, Me, and XP. Windows operating system and Microsoft software updates You can use Windows Update to download operating system updates such as Service Packs and security updates and Microsoft software updates such as the latest version of Internet Explorer or Microsoft Edge.

For more detailed information about using Windows Update to get updates for the operating system and Windows software, see the HP support document for your operating system. Updating Drivers and Software with Windows Update. Reinstall the original operating system To reinstall the original operating system, you need to perform a system recovery. A system recovery erases all data on the hard drive and restores the computer to its original factory state.

For more information on performing a system recovery, see the document that applies to your computer. HP Guided Solution - Performing an HP System Recovery. Performing an HP System Recovery Windows Vista. Performing an HP System Recovery Windows XP. Recover Windows Vista Operating System Using HP Recovery. Recover Windows XP Operating System Using HP Recovery or Later. Software for my printer, scanner, or camera If you have an HP printer, scanner, or camera, HP posts software and drivers on the support site for each particular product.

These software and drivers are not included on the computer support pages. That is, you cannot find a printer driver from the software and driver download page for your HP computer. If you have a printer, scanner, camera, or other device that was not provided by HP, you must look for software from the manufacturer of the device. Linux drivers Linux is developed in the open source community and drivers can usually be found from postings on community sites.

For more information about Linux and how this operating system applies to HP and Compaq computers, please refer to one of the following HP support documents. Frequently Asked Questions About Linux FAQs. FreeDOS drivers FreeDOS is a disk operating system DOS software variant distributed under the GNU General Public License.

It is an open source operating system that provides basic operating system functionality on the computer. For more information, please see the HP support document Frequently Asked Questions About FreeDOS FAQs.

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Using HP Support Assistant to find updates automatically Windows HP computers with Windows come with HP Support Assistant HPSA installed. HP Support Assistant can be used to automatically find and install the latest updates for your computer. You can install the latest version of HP Support Assistant from the HP Support Assistant website in English. Double-click the HPSA desktop icon or select HPSA from the Start screen.

In HP Support Assistant, click the Updates and tune-up button. If new updates are available, make sure the check box next to each update is selected and click Apply to begin downloading and installing the updates. For more information about using and configuring HP Support Assistant, refer to HP PCs - Using HP Support Assistant Windows 10, 8, 7.

Downloading software and drivers Use a section to download drivers, software, and updates from HP or from Microsoft:. Download software and drivers from HP HP provides many free software and driver downloads. Click Identify now , wait while HP identifies your product, and then select your product.

Enter the model name for your HP or Compaq computer. For example, Pavilion HPE ht Desktop. You might need select a model number from a list before you can access your product support page. If so, select your model number from the list. Software and Driver Downloads Page. If you have a commercial PC product, such as a workstation or a ProBook, you are taken to a different HP support site, and the following steps do not work. Select the driver language and operating system. Wait while the webpage generates a list of the available software and driver categories for the operating system that you selected.

If you cannot find the operating system you want in the list, HP does not have drivers for that operating system. See the other sections within this page for other ways you can find software and drivers. If you see more than one download available for a component such as several DVD firmware updates , you need to identify which component is installed in your computer and download the appropriate file. Use this information to identify the download needed for your product. If a specific software or driver update is not listed on the webpage, the original software that is already on the computer might be the latest version available.

Click Download to immediately start the download and installation process or click the title of the download to get more information and options. Software download page example with Description tab selected. Depending on your browser, use one of the following methods to download and install:. In Internet Explorer, a Security Warning displays with the choice to run or save the file. If you select Run , the file automatically downloads and the installation starts. If you select Save , the file downloads to your computer, and you can open the file at a later time.

If you select Save , it is important to remember where you save the file so you can open it later. In Mozilla Firefox, click Save File. The file downloads and a Downloads window opens. When the download is complete, double-click the file in the Downloads window. Download software and drivers from Microsoft Windows Most HP and Compaq computers come with full versions of Microsoft Windows preinstalled. Microsoft has an extensive library of software, drivers, and updates available for free download. HP and many of its partners work with Microsoft to provide drivers through Windows Update.

Download drivers, software, and updates by using Windows Update. Use Windows Update regularly to install critical updates that help protect your computer against viruses and malicious attacks. Connect to the Internet and go to www. Follow the directions in the Windows Update page to set up Windows Update and install the software updates. Install all critical updates first to help keep your Internet connection secure. If you are looking for drivers, they can be found as optional updates from the list of available updates. Due to file sizes, number of updates, and download time, use Windows Update when the computer is not being used for other activities.

For more detailed information about using Windows Update to install drivers and get updates for Windows software, see the HP support document: Updating Drivers and Software with Windows Update Windows 10, 8. Updating Drivers and Software with Windows Update Windows 7, Vista, XP. Another great way to quickly get updated drivers from Microsoft is to open Device Manager, right-click the name of the device, and select Update Driver Software.

Updating a driver from Device Manager. Using HP System Recovery to restore original drivers or software Windows You can use HP System Recovery to reinstall the original version of a driver or software application, or you can use it to clear all information on the hard drive and reinstall the entire original system image. Reinstall one driver or software program Use the HP recovery process to install the original drivers and software that came with your computer.

Recovery Manager Windows 7 and later and Application Recovery Windows XP and earlier enable you to choose specific hardware or drivers to reinstall. Restore all original drivers and software If you want to restore all software and drivers, back up the files you want to keep and use the HP system recovery process. This process restores the software configuration to the original factory configuration. You can recover the system from the hard drive or discs. If you are trying to find recovery discs, see Obtaining HP Recovery Discs or an HP USB Recovery Drive.

Performing an HP System Recovery Windows XP, or Later. Getting updates from the maker of the software or hardware Many companies provide free software and driver updates for their products. HP and Compaq computers come with a wide variety of hardware components and software titles provided by HP partners. Only install BIOS updates from HP. Doing so can prevent the computer from accepting an HP System Recovery. Many hardware component manufacturers have their own website with driver downloads.

You can find information about your computer hardware from the product specifications for your computer model. Search the HP Customer Support website using the name of your computer model plus the word specifications. The following list provides links to manufacturer sites that provide hardware that go into HP computers:. AMD and ATI utilities and drivers processor utilities, AMD Live! Downloads can be found in the support section. Intel hardware and software chipsets, Intel RAID, Viiv: Intel Download Center in English.

Microsoft Windows, Microsoft software, and many hardware drivers: Microsoft Download Center in English. You can also use Windows Update. NVIDIA hardware chipsets and video: Realtek sound hardware and codecs: SiS chipsets and onboard devices SiS Download Center in English. Frequently asked questions about software and drivers I installed a different version of Windows on my computer and cannot find drivers. Download drivers from the hardware manufacturer.

Find software from other manufacturers. Unless otherwise specified, HP does not support software that did not originally come with the computer because the product is changed to a configuration that HP did not design.

Also, do not upgrade or downgrade an operating system without first finding compatible drivers for all the components on your computer. If you must change the operating system, burn a recovery disc set to restore the computer if compatibility problems occur. Find the names of the various hardware components on your computer. The most important component is the chipset because it can drive many of the onboard components such as network, sound, and even video. You can find the name and manufacturer of many components on the product specifications for your computer model.

Find and install the latest chipset driver package for the new operating system. The chipset contains core driver functionality for onboard components such as sound and networking. If your computer does not have an Internet connection, download the chipset from another computer and save it to a CD or USB storage device to transfer it to your computer.

For more help on where to find chipsets and other downloads, see the preceding section, Getting updates from the maker of the software or hardware. After you have found and installed the chipset, download and install the latest drivers for any components that are not functioning.

If drivers are unavailable and the hardware component is not working, you might need to replace the component. For example, if you changed your operating system from Windows Vista to Linux and a Linux sound driver is not available, install a sound card and driver that is compatible with Linux. How do I find the current version of a driver, software or BIOS on my computer?

The current versions of the drivers, software and BIOS can be found in the Device Manager. Many driver version numbers can be found using Device Manager. Double-click the name of the component, and then click the Driver tab in the properties window. To find the software version number, click Help , then click About.

The location of the version number varies for some software. For some computers built in and later with UEFI environment, press the power button and immediately press the Esc key repeatedly to open the Startup menu. For most computers built from to , press the power button and immediately press the F10 key repeatedly. For some computers built before , press the power button and immediately press the F1 key repeatedly. BIOS Main screen example your system BIOS might look different. How do I restore or reinstall the original software and drivers that came with my computer?

Use Recovery Manager or application recovery. The best way to get the original software and drivers that came with your computer is to use Recovery Manager Windows Vista and later or Application Recovery Windows XP and earlier. These programs enable you to choose specific hardware or drivers to reinstall.

For more information, see the document that applies to your computer. If your computer was configured to order, you may need to reinstall certain software programs using their installation discs. You need to download and install the chipset driver. Where can I find software or drivers for my printer, scanner, or camera? If you have an HP printer, scanner, or camera, HP posts software and drivers on the support site for each particular product.

You might need to troubleshoot the problem using a different method. If your computer is experiencing a problem, a driver update might be available to fix the problem. However, many problems cannot be solved by installing software or driver updates. Instead, try searching the HP Customer Support website for the computer problem or error message. The following list shows common types of drivers and associated problems that might be resolved by updating the driver:. Loss of sound, audio device not found errors, and quality problems such as popping noises. Problems with sleep, suspend, hibernate, startup, shutdown, or meeting the minimum requirements for an operating system upgrade.

BIOS updates should not be performed unless you know that the update addresses the problem. The recognition of new brands of discs, burn speed, and burn quality. Extra buttons and special keys stop working. TV playback performance, poor sound quality when watching TV, and video capturing quality.

Unsupported display resolutions, movie playback performance, and problems that occur in 3D games. If an updated driver does not fix your computer problem, then try searching the HP Customer Support website or the Internet for a troubleshooting solution not a driver. How do I download a driver to install on another computer? Follow the instructions in the Download software and drivers from HP section.

Then move the external media to the other computer and install the driver. Example of Firmware update options. Where can I find a driver that upgrades the USB standard? The port hardware must be capable of supporting the 2. However, if the computer displays messages about connecting a USB 2. Use the Device Manager to get any available updates for Windows Vista or later.

Connect to the Internet if the computer is not already connected. In Device Manager, expand Other devices. If Other devices is not listed, Windows was able to identify and set up all plug and play hardware on the computer. If there are any references to USB, such as USB Host Controller, right-click the name and select Update Driver Software. The name in Other devices should be removed and added to the proper category Universal Serial BUS Controllers. If the message still displays, continue using these steps. If the message no longer opens, you are done. If there are no more references to USB in the Other devices category, expand Universal Serial Bus Controllers.

Right-click the name of one of the Universal Host controllers and select Update Driver software. If any downloads were installed, test the USB device to see if the message continues to display. Is the Windows version on my computer bit or bit? To find out, see the HP support document, Is the Windows Version on My Computer bit or bit? To determine if you have a bit or bit version of Windows, see Is the Windows Version on My Computer bit or bit?

You cannot upgrade from a bit version of Windows to a bit version of Windows. Similarly, you can only upgrade a bit version of Windows to a bit version of Windows. To install a bit version of Windows on a computer with a bit version, you must reinstall Windows, which deletes all of the information on the hard drive. If your operating system is not listed, HP does not currently have software or driver downloads available for your product for that operating system, or the downloads are not available in the language you have chosen.

If you have installed an operating system other than Microsoft Windows, HP might not provide software or driver downloads for your operating system. If you have upgraded Windows, the downloads might not be available from HP yet. Drivers for some peripheral products cameras, printers, scanners, etc. If you are looking for original drivers for the hardware that came with the computer, use one of the following:. Recover Applications Using Drivers and Applications Recovery Disc to Visit the HP Customer Support website again later to see if new downloads have been made available.

HP only supports and provides drivers for operating systems for HP-branded, warranty-replaced, or factory-installed hardware that is shipped on or supported by the product. Where can I find Linux or FreeDOS drivers? Find Linux and FreeDOS drivers from the open source community.

Linux and FreeDOS are developed in the open source community and drivers can usually be found from postings on community sites. For more information about FreeDOS and Linux and how these operating systems apply to HP and Compaq computers, please refer to one of the following HP support documents:. I tried everything and I am still having trouble finding a driver for network, video, bus controller, a. Some drivers must be updated using Device Manager. If you are looking for a driver because an error message is opening, try searching HP or the Internet using the exact error message text. HP and its partners provide many support documents that provide known fixes for error messages.

If you are looking for a device driver because you have updated Windows, you might not need a driver. Windows can find and install drivers through the plug and play process or through the Windows Update process. If Windows cannot fully recognize the name of the device, Windows shows the device as an Other device in Device Manager.

If this is the case, do the following. Hardware devices video, sound, network cards, and similar that were not designed for plug and play might not work in a computer that is upgraded to a newer version of Windows. If this is the case, replace the hardware device with one that is compatible with your upgraded operating system. In Windows 10, 8, 7, and Vista, search for and open Device Manager. In Windows XP, click Start , Run , and enter devmgmt. Right-click a name of one of the unknown devices and select Update Driver Software.

Follow the directions on the pages that open to install any available driver updates through Windows. The name should be removed from Other devices and added to the proper category. For example, a previously unknown network card is listed in the network adapters category. If any downloads were installed, test the device to see if it is now functioning properly. What is the difference between software, driver, and firmware? Software is instruction used by your computer, a driver is software for hardware connected to your PC, and firmware is instruction used on hardware devices.

Software instructs your computer how to do something, such as playing a game or movie, word processing, and home finance. A driver is a specific type of software used by the operating system Windows that allows a hardware device, such as a printer, sound card, or keyboard, to work. Firmware is instructions stored on chips attached to hardware devices. What is the difference between a software update and a software upgrade? An update modifies software, and an upgrade replaces a version of software.

It is important to know the difference between a software update and a software upgrade:. A software update modifies the version of software that is on your computer - usually fixing bugs, or adding minor enhancements or features. Software that is currently version 3. The HP software and driver download pages provide only updates, not upgrades. A software upgrade provides a newer full version of the same software title for example, software that is currently version 3.

Support Forum Join the conversation! Product not found HP was unable to find your product: Automatic Detection - Product Not Detected. Why was my product not detected? Possible reasons why the results might have not been as expected: Your HP Product is not supported by this tool. Your directly connected product is turned off. Your directly connected product is in sleep mode.

The USB or parallel cable is not connected. Your wireless printer is not turned on or properly connected on the product. Products appear in the list that you no longer use or are no longer connected or networked. HP Products not supported The following product categories are not included at this time: Some older products may not be supported at this time. Some browser settings may prevent you from using this and other ActiveX-based tools.

Handhelds are detected through PC-based ActiveSync. Operating System - Windows 7, Windows 8, Windows 8. Checking for the latest service version. Additional software is needed to continue This will take approximately 2 minutes Click the button to install and then follow the on-screen instructions below.

This tool detects HP Printers and PCs running Windows 7, 8 and 10 Install. Verifying your product Your product is being detected. Scanning for solutions HP is compiling your results. Solution and Diagnostic Data Collection. HP Support Solutions Framework - Windows Service, localhost Web server, and Software Removing Installed Software:

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