HP DV-7 Intel i5 Video Card Issues

[MannyLNJ]

I am trying to solve this problem for a friend,

She has a Pavilion DV-7 that would only display video in safe mode. It was bogged down with malware so I used an OEM install image of HP Home Premium.

The install went fine but when it tried to update the video drivers my desktop went black and never came back. If I boot into safemode the desktop appears but in normal mode it won't.

I need assistance in figuring out what is causing the problem and resolving the problem

 

[Mellon Head]

Boot into safe mode and uninstall the graphics driver for the video card. Reboot and try to install again.

What kind of card is it?

EDIT:

I see it's a laptop. Can you flip it over and give us the exact model number from the back, please?

 

[b89]

HP Pavilion

Is it getting really hot, especially on the bottom of the laptop (no need to disassemble)? I had problems with 2 HP laptops - cause overheating. Upon disassembling the laptop (before getting ready to discard it, the plastic was warped and orange/red. It had become so hot that it had warped the plastic. I am not sure whether the fan broke or not, but I know some of the old HP Pavilion laptops were recalled after much much consumer pressure. I think those had NVidia cards though. This was between 2007-2010.

 

[MannyLNJ]

Boot into safe mode and uninstall the graphics driver for the video card. Reboot and try to install again.

What kind of card is it?

EDIT:

I see it's a laptop. Can you flip it over and give us the exact model number from the back, please?

The sticker with the model # was peeled off. The System Information screen shows the product # as XZ030UA#ABA

I've tried safemode and uninstalling the graphics card twice. The system has two graphics systems one is an ATI Mobility 6370 and the other is listed as Intel(R) HD Graphics

 

[MannyLNJ]

Is it getting really hot, especially on the bottom of the laptop (no need to disassemble)? I had problems with 2 HP laptops - cause overheating. Upon disassembling the laptop (before getting ready to discard it, the plastic was warped and orange/red. It had become so hot that it had warped the plastic. I am not sure whether the fan broke or not, but I know some of the old HP Pavilion laptops were recalled after much much consumer pressure. I think those had NVidia cards though. This was between 2007-2010.

I knew some of the pavilion laptops had heat issues causing video card problems but this one is running cool. No warped plastic. There is no battery installed and it's running off AC

 

[Mellon Head]

The sticker with the model # was peeled off. The System Information screen shows the product # as XZ030UA#ABA

I've tried safemode and uninstalling the graphics card twice. The system has two graphics systems one is an ATI Mobility 6370 and the other is listed as Intel(R) HD Graphics

Thanks for the information.

Where did you get the drivers for the video cards? And which ones are you installing first? I believe that the correct order is Intel first, reboot, then the ATI card drivers.

You should have obtained the drivers from here (if you didn't):
HP Software and Driver Downloads for HP Printers, Laptops, Desktops and More | HP® Customer Support

The drivers are new as of March 1st of this year, so they should be fully up to date.

 

[MannyLNJ]

The sticker with the model # was peeled off. The System Information screen shows the product # as XZ030UA#ABA

I've tried safemode and uninstalling the graphics card twice. The system has two graphics systems one is an ATI Mobility 6370 and the other is listed as Intel(R) HD Graphics

Thanks for the information.

Where did you get the drivers for the video cards? And which ones are you installing first? I believe that the correct order is Intel first, reboot, then the ATI card drivers.

You should have obtained the drivers from here (if you didn't):
HP Software and Driver Downloads for HP Printers, Laptops, Desktops and More | HP® Customer Support

The drivers are new as of March 1st of this year, so they should be fully up to date.

I let Windows find and install the correct drivers. I don't know the order they installed. After doing some playing I have determined if I disable the Intel graphics then I do get a desktop in normal mode,

 

[derekimo]

You should have obtained the drivers from here (if you didn't):
HP Software and Driver Downloads for HP Printers, Laptops, Desktops and More | HP® Customer Support

The drivers are new as of March 1st of this year, so they should be fully up to date.

Just an FYI, those drivers are older, they just updated the link or the site on March 1st.



I've seen that on a few sites now, it is misleading until you look at the details.

 

[b89]

Updating drivers from HP.com

Whenever possible, download the latest drivers from your P's manufacturer site, not through WIndows update. Unsure which product model you have?

HP Software and Driver Downloads for HP Printers, Laptops, Desktops and More | HP® Customer Support

Click Identify Now. It may work best in Internet Explorer. It detects exactly what model/type of product you have and will take you to the support page (you must click install/okay on the prompts to install ActiveX or whatever it asks you). Others on the forums are more experienced than me, but I have had a ton of experience with HP Printers, and some of their PC hardware. Staying up to date is important.