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I have done the latest windows 10 update 21 nov, and I

Customer Question
I have done the...

I have done the latest windows 10 update 21 nov, and I cannot see anymore videos from my laptop on my Sharp TV via HDMI. I have an HP laptop

Technician's Assistant: What HP model do you have?

Hp pavillon

Technician's Assistant: What have you tried so far with your HP? Have you installed any updates recently?

The latest update was done on 21 nov, 2 display adapters one Intel and one NVGia. If I disable the Intel get no more the message video incompatible but still not able to see my video from laptop on TV screen as I used to before the Windows 10 update

Submitted: 8 months ago.Category: Computer
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Answered in 1 minute by:
11/27/2017
Tech Support Specialist: John, Computer Support Specialist replied 8 months ago
John
John, Computer Support Specialist
Category: Computer
Satisfied Customers: 5,942
Experience: MCP, RHCE
Verified

Hello and welcome to justanswer. My name is***** will be assisting you today.

Please let me know the full model of the HP laptop ?

Thank you

Note: - Use the reply box just below type the reply in it and click on send.

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Customer reply replied 8 months ago
try finding it one second
Tech Support Specialist: John, Computer Support Specialist replied 8 months ago

No problem.It usually seen on the bottom of the laptop.

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Customer reply replied 8 months ago
hp pavilion notebook
intel core tm i5 7200U Cpu @ 2.5 GHZ
64 bit op system
windows10
Customer reply replied 8 months ago
what is happening
Tech Support Specialist: John, Computer Support Specialist replied 8 months ago

Those are the specification of the laptop not the model.See if you can find serial number of the laptop.

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Customer reply replied 8 months ago
device Id: FF573EDD-2085-4A66-B74D-2B6FE2009F82
Customer reply replied 8 months ago
product ID Z6J86EA#ABD
Tech Support Specialist: John, Computer Support Specialist replied 8 months ago

Thank you.The correct model of your laptop is HP Pavilion - 15-au111ng

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Customer reply replied 8 months ago
ok
Tech Support Specialist: John, Computer Support Specialist replied 8 months ago

Have you tried removing the video driver and installing it again.

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Customer reply replied 8 months ago
I have; two video drivers
Intel HD graphics 620
tWhen I disable it/uninstall the TV does not show message video source incompatible
Customer reply replied 8 months ago
nut it remains blAck
Tech Support Specialist: John, Computer Support Specialist replied 8 months ago

Your laptop also have Nvidia graphics processor too am i correct ?

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Customer reply replied 8 months ago
indeed it has
Tech Support Specialist: John, Computer Support Specialist replied 8 months ago

OK disconnect HDMI cable then remove both drivers from programs and features in settings then install Nvidia from this link : - Nvidia display driver

Then restart the computer and connect the HDMI cable and see if there is any change.

Let me know the result.

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Customer reply replied 8 months ago
sorry where do I find again the display adapters
Tech Support Specialist: John, Computer Support Specialist replied 8 months ago

Click on start then click on the gear icon to open setting,Once you are in the settings home open apps which has apps and features open it and look for inter display driver/software and Nvidia display driver/software.

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Customer reply replied 8 months ago
need to download an updated version of Java
Tech Support Specialist: John, Computer Support Specialist replied 8 months ago

java is not needed for nvidia but you can continue updating Java.

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Customer reply replied 8 months ago
nvidia while scanning my settings for the driver is requesting the java update
Tech Support Specialist: John, Computer Support Specialist replied 8 months ago

The link i gave above is a direct download link so please check that link one more time.

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Customer reply replied 8 months ago
An incompatible video signal is receivedAs I work with you through my iphone can you send me the link of nvidia so i can type it into my browser
Tech Support Specialist: John, Computer Support Specialist replied 8 months ago

Sorry for the delay.Here is the address : - https://tinyurl.com/yby5yy2z

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Customer reply replied 8 months ago
ok what next, i am on the sp80537.exe page and it takes 10 minto download?
Customer reply replied 8 months ago
John can you confirm that this is right?
Tech Support Specialist: John, Computer Support Specialist replied 8 months ago

yes that is the correct one.

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Customer reply replied 8 months ago
it is installing nvidia graphics driver version 382.05
Tech Support Specialist: John, Computer Support Specialist replied 8 months ago

OK did you remove the Intel and nvidia before installing this one.

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Customer reply replied 8 months ago
Well I regret but there been no progress, TV continues to show the same error message
Tech Support Specialist: John, Computer Support Specialist replied 8 months ago

In that case we can do system restore have you tried that before?

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Customer reply replied 8 months ago
I did remove both drivers, took roughly 10 min to download the Nvidia driver, restarted it, saw both drivers were installed after restart, went to TV and got the same error message...
Customer reply replied 8 months ago
I did but for some reason it tells me it cannot do it ( a registry issue) we can try it once more and i can tell you exactly what it says ...
Tech Support Specialist: John, Computer Support Specialist replied 8 months ago

Which restore date did you select that time?

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Customer reply replied 8 months ago
I selected 17 nov, as we watched as a family a video running on laptop but played on YV via HDMI
Tech Support Specialist: John, Computer Support Specialist replied 8 months ago

OK open system restore window and let me know which all restore dates it shows.

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Customer reply replied 8 months ago
Sorry need slightly more guidance as I follow in general web tuitorials
Tech Support Specialist: John, Computer Support Specialist replied 8 months ago

No problem.

Press windows key and R key that will open run box

2. In the Run box type rstrui and press enter that will open system restore window, Click on next

3. In that windows it will show a restore dates let me know the dates in it.

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Customer reply replied 8 months ago
two dates: 24 nov and 20 nov ( critical update)
Customer reply replied 8 months ago
I was trying to restore the computer before the 20 nov ( critical update)
Tech Support Specialist: John, Computer Support Specialist replied 8 months ago

OK select 20th NOV for restoring before you start make sure the HDMI cable is disconnected also disconnect any external devices connected like hard drive etc then run the restore.

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Customer reply replied 8 months ago
was launched...
Tech Support Specialist: John, Computer Support Specialist replied 8 months ago

OK let it finish then let me know.

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Customer reply replied 8 months ago
this is what it says:
system restore did not complete successfully. Your computer's system files and settings were not changed
I tried already to rerun it in the past with desactivating Malwarebytes but without success
it mentions an error (0x80070005)
Tech Support Specialist: John, Computer Support Specialist replied 8 months ago

Sorry to hear that,In that case i will open this to other experts to see if they have another solution to this issue.

Sincerely,

John

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Customer reply replied 8 months ago
not sure what does this mean
Tech Support Specialist: John, Computer Support Specialist replied 8 months ago

It means i am opening this question to the experts pool so that another expert can try to help you with the display issue.

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Customer reply replied 8 months ago
fine so shall I stay online and waitfor another expert to take over from you?
Tech Support Specialist: John, Computer Support Specialist replied 8 months ago

Wait for 10 min and if you are not getting any help then you can close this page.When another expert replies you will get a email notification and you can continue from there.

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Customer reply replied 8 months ago
thank you
Tech Support Specialist: John, Computer Support Specialist replied 8 months ago

You are welcome.

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