I just finished speaking with a senior HP Technician about this and three other issues, which include:
I have my HP ENVY TouchSmart m7-j010dx Notebook PC, E4S19UA#ABA, Serial # {Personal Information Removed}, for LESS THAN 1 month. There are four (4) issues that have not been resolved by either Microsoft, Case # {Personal Information Removed} or HP Support, Case # {Personal Information Removed} and {Personal Information Removed}. These are:
# 1 - HP Simple Pass biometric scanning software stopped functioning when I upgraded to Windows 8.1
# 2 - Windows automatic updates stopped functioning when I upgraded to Windows 8.1
# 3 - Slide show in Windows 8.1 Lock Screen does not function
# 4 - UEFI Secure Boot was disabled when I upgraded the Insyde BIOS, and following HP instructions, I cannot enable Secure Boot because the down arrow cursor skips over Secure Boot when I attempt to change the status in the BIOS.
This I what the HP Technician, Tolga, told me:
"We do not have Simple Pass Drivers that have been updated to work with Windows 8.1. You should either wait for HP to produce these drivers or, I recommend that you restore your computer to Windows 8.0."
Personally I am OUTRAGED by this advice. I am a journalist with international credentials and these issues and the time I have already spent trying to resolve them is affecting my work output and productivity. HP has sold me a NEW computer with the LATEST operating system and it DOESN'T WORK. I would like HP to take the responsibility and FIX IT, and will not stop posting here and elsewhere until these issues are 100% resolved to my complete satisfaction. What kind of customer support is this? I think it is irresponsible for HP to wash their hands of a problem and blame it on Microsoft. The BIOS update has nothing to do with the operating system. The HP SUPPORT ASSISTANT notified me that a BIOS update was available. The BIOS is independent of the OS and loads before windows. Not having SECURE BOOT enabled puts my computer at risk.
The other three issues may be Windows 8.1 related, but HP should know how to fix them.
Is anyone else having these same issues? Has anyone else had as bad an experience with HP support?
Can someone suggest a way to escalate this issue so that someone at HP will do something about it?
Thanks for your advice.
Cheers,
Joel