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Question

Intel HD3000 graphics not installing

by Nov 4, 2012 11:51PM PST

I have an HP DV7 2630qm I7. It was purchased in Feb. of this year. The main purpose I bought it for was video editing. The first five months I had the computer, I was able to run all video editing and related software problem- free.

I first noticed a problem when I went to render h.264 files and no longer saw the option to render using hardware encoder. This means the sofware no longer recognized the quick sync/ sandy bridge functionality.

I have placed many tech calls to HP, even sent in the laptop for repair where they replaced the processor. This still has not fixed the problem. After asking around, I have been told that the enabling factor for Sandy Bridge is the integrated Intel HD3000 graphics driver. The driver shown on HP website will not install as I get a "not compatible message".

Bottom line is the computer is not working as it should and I can't find anyone anywhere who can figure out what might be wrong. I have uninstalled, reinstalled just about everything, updated bios, you name it. Thoughts?

Discussion is locked

3 Posts
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Answer
I had a similar issue with another HP laptop.
by Former Forum moderator Nov 5, 2012 2:01AM PST

It involved a bug in the BIOS and was easy to reproduce. In my case HP dragged me through over 8 hours on the phone support then shipped it to their repair center where they wrote they could reproduce the issue. The unit came back, same bug and worse would lock up in 5 minutes.

That at 3 months I thought no problem but my next call was met with "We've done all we could." At 9 months after countless attempts I said forget this and share my story when it comes up.

Bottomline. This sounds like an error and I suggest you move to getting a full refund since HP no longer appears to be able to correct any product flaws.
Bob

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In response to R Proffitt
by wiscbiz Nov 5, 2012 4:55AM PST

One of the most frustrating problems I have had with HP is the lack of ability to speak to anyone knowledgable. I have been assigned a case manager, and they have tried to facilitate information, but the problem is I can't speak to anyone directly who is able to "think out loud" and troubleshoot the issues. Were you assigned to a case manager, or did you ever find anyone to speak with who was helpful?

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Had a case manager and it was never resolved.
by r. proffitt Former Forum moderator Nov 5, 2012 5:05AM PST

At 9 months and days on the phone, I lost count of the web surveys about this that the message was clear to me that HP had no intention or the means to correct the issue. So at 9 months and a dead laptop I moved on.

Later a HP Social rep did get in touch but as I had moved the laptop to a recycler they could not help either.

My advice is to not take the trip through the swamp but to get a refund for this ride.
Bob

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