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Issues with HP Envy x360 15inch 2in1

Forum|Forum|5 years ago
April 25, 2020
2 replies
5292 views

Hi,

I recently purchased the HP Envy x360 15inch 2in1; I've been trying to get Fresco to work and I keep getting the not compatible message.

When I click on the more info and it lists the Envy as a compatible device it asks me to to check my drivers. I have updated both the nvidia and intel graphic drivers to the latest and am still unable to access the program.

Attached are screenshots of all the driver versions.

Any help would be greatly appreicated!

(Attachments Deleted by Moderator. Please included them In Line with the Text by using the Insert Photos icon in the Tool bar just about the Text entry area)

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Correct answer Rohit Guglani

Thanks a lot for the information. I can confirm it's not the GPU but your device is not yet enabled for running Fresco. Sorry for the confusion from our side.

Thanks,

Rohit

Rohit Guglani

Adobe Employee

Thanks a lot L1eutenant for providing the details of Graphics driver. Can you post first 10 lines of dxdiag.txt as well?

We have enabled Fresco for only few device models with HP Envy x360, HP Spectre x360. Please note there are different models with same name.

The GPU card is not a problem in your case and we are committed to bring support for additional device models in future releases.

Thanks a lot,

Rohit

L

L1eutenantAuthor

Participating Frequently

Hi Rohit,

If you can provide some insight as the customer support guy on chat told me it was the GPU, after i had provided dxdiag information...

------------------
System Information
------------------
Time of this report: 4/25/2020, 17:26:11
Machine name: DESKTOP-A1DC6M4
Machine Id: {A9312ED8-0D90-45CA-8C29-776E658578FF}
Operating System: Windows 10 Home 64-bit (10.0, Build 18363) (18362.19h1_release.190318-1202)
Language: English (Regional Setting: English)
System Manufacturer: HP
System Model: HP ENVY x360 Convertible 15-dr1xxx
BIOS: F.05 (type: UEFI)
Processor: Intel(R) Core(TM) i5-10210U CPU @ 1.60GHz (8 CPUs), ~2.1GHz
Memory: 16384MB RAM
Available OS Memory: 16140MB RAM
Page File: 9650MB used, 9432MB available
Windows Dir: C:\windows
DirectX Version: DirectX 12
DX Setup Parameters: Not found
User DPI Setting: 120 DPI (125 percent)
System DPI Setting: 120 DPI (125 percent)
DWM DPI Scaling: UnKnown
Miracast: Available, with HDCP
Microsoft Graphics Hybrid: Supported
DirectX Database Version: 1.1.4
DxDiag Version: 10.00.18362.0387 64bit Unicode

Rohit GuglaniCorrect answer

Adobe Employee

Thanks a lot for the information. I can confirm it's not the GPU but your device is not yet enabled for running Fresco. Sorry for the confusion from our side.

Thanks,

Rohit

Rohit Guglani

Adobe Employee

Hello L1eutenant,

Kindly share the dxdiag output for your system. Following are the steps:

Type dxdiag in the search box
Click on dxdiag Run Command
Click Save All Information

Regards,

Rohit

L

L1eutenantAuthor

Participating Frequently

Hi again,

As far as I can tell looking at the dxdiag file, It says im running dx12 and the requirements for fresco says 12.1?

I cannot for the life of me find anywhere to enable or download or get dx12.1?

Rohit Guglani

Adobe Employee

It's so upsetting, I've been waiting so long for it to be available for HP Spectre, I looked up if any of them had DX 12.1 but didnt find any. Hopefully they come out with a system update soon since it's the only way to get the latest DX version.

Hello GT_Photography,

Kindly share the dxdiag information of your system. Need it to validate something.

Regards,

Rohit

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