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‎08-25-2018 03:29 PM

HP Recommended
Product: HP Omen Accelerator GE1-1010na
Operating System: Microsoft Windows 10 (64-bit)

I've just purchased an HP Omen Accelerator GE1-1010na for use with my HP Spectre x360 Convertible 13-ae0xx, but having spent a total of around 10 hours so far trying to get this thing working I'm nearly at the point where I just want to send it back.

 

When I plug the Accelerator into the Spectre the device shows under the connected devices but only as a USB 'billboard device'.  Nothing I've tried so far has fixed this, it refuses to acknolwedge a Thunderbolt device has been connected.

 

image.pngimage.pngimage.png

 

As far as I'm aware all my device drivers are up to date.

 

To complicate things further I've tried plugging the accelerator into my work laptop (a Dell XPS 15 9550) and this doesn't even show a USB device.  I know the cable is ok because I can connect the 2 laptops together with and they can see each other in the Thunderbolt settings.

 

Does anyone have any ideas? 

1 ACCEPTED SOLUTION

Accepted Solutions

‎10-22-2018 04:29 PM

HP Recommended

For anyone else that's had this problem, the only way I found that worked was to use another laptop with Thunderbolt 3 to perform a firmware update on the Accelerator.

 

Luckily I was able to use my work device for this but it took a lot of tries to get it to maintain the connection before I got the firmware updated. Once it was installed the rest of the setup process worked as described.

 

HP should really have made it clear on the website that there were known issues with particular models.

View solution in original post

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14 REPLIES 14

‎08-25-2018 09:15 PM

HP Recommended

@Gregatron, welcome to the forum.

 

Here is a guide to help you install the Accelerator.   Read through it carefully to assure that you haven't missed a step.  Also, did you choose one of the video cards that is recommended here, in the Graphics upgrade information?  If not, what is the make/model of the card?



I am not an HP Employee!!
Intelligence is God given. Wisdom is the sum of our mistakes!!
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‎08-26-2018 03:32 AM

HP Recommended
Hi @old_geekster, thanks for replying. I've followed that guide a number of times now but still no positive result.

The graphics card is a Nvidia GTX 980TI.
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‎08-26-2018 08:54 PM

HP Recommended

You are welcome, @Gregatron.  Thank you for the additional information.

 

What is the full model of the Spectre?  I am wondering if the port on it is correct.

 



I am not an HP Employee!!
Intelligence is God given. Wisdom is the sum of our mistakes!!
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‎08-27-2018 05:23 AM

HP Recommended
It's the 13-ae003na model.
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‎08-27-2018 02:08 PM - edited ‎08-27-2018 02:11 PM

HP Recommended

Thank you for the additional information, @Gregatron.

 

I suggest that you install the following drivers by clicking on the links:

 

https://ftp.hp.com/pub/softpaq/sp80501-81000/sp80671.exe

 

https://ftp.hp.com/pub/softpaq/sp80501-81000/sp80673.exe

 

https://ftp.hp.com/pub/softpaq/sp82001-82500/sp82396.exe

 

https://ftp.hp.com/pub/softpaq/sp86501-87000/sp86866.exe

 

I want to make certain that all of the appropriate drivers are installed.



I am not an HP Employee!!
Intelligence is God given. Wisdom is the sum of our mistakes!!
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‎08-27-2018 02:45 PM

HP Recommended

The first three in the list are already installed, but I've run them again. The last one (the Accelerator firmware update) errors, probably because the laptop can't see the device properly.

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‎08-27-2018 04:23 PM

HP Recommended

@Gregatron, I have asked the appropriate person at HP to see if they can help you.  I have gone as far as I can.



I am not an HP Employee!!
Intelligence is God given. Wisdom is the sum of our mistakes!!
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‎08-27-2018 05:15 PM

HP Recommended

@Gregatron,

 

As all possible troubleshooting has been done by one of the best Forum experts @@old_geekster, I will be sending you a private message here to assist you with the next course of action. Check your forum private message box in the upper right corner next to the bell icon for instructions.

 

 

Thanks and have a blessed week ahead.

DavidSMP
I am an HP Employee

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‎08-28-2018 03:53 AM

HP Recommended

I am hoping you will share any sollution with the forum! 🙂

 

I am having the exact same problem with my HP Spectre 13-af005 and Nvidia Geforce GTX 1070 strix.

 

https://h30434.www3.hp.com/t5/Notebook-Hardware-and-Upgrade-Questions/Thunderbolt-3-software-doesn-t...

 

 

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