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Win 7 64 bit + Intel P55 Chipset (HP dv7t laptop) + iTunes/iPhone = Sync Failure

    General discussion

  • Got a new laptop running Win 7 64 bit and due to what appears to be the somewhat famous P55 chipset incompatibility issues I cannot sync my iPhone with it.  I think (although I could be wrong) the solution lies with a BIOS or Chipset Driver update from the manufacturer (HP), but I seem to have reached a dead end there, so I thought I would take a chance and see if anyone here had any suggestions.

     

    Here are the details in the form of one of my latest correspondences with HP:


    On my dv7t-3000 CTO Notebook  with Intel(R) Core(TM) i7-720QM Processor I have installed the latest versions of Apple iTunes and Microsoft Windows 7 64 bit.  But I am unable to sync my iPhone. 

     

    This machine has the following chipset: Intel(R) PM55 Express Chipset

     

    This is a known incompatibility problem with the P55 chipset and Windows 7 64 bit with respect to the USB ports.  So far the fix for this has been a BIOS update from the respective manufacturers of the motherboards affected.

     

    Here is a thread from the HP forum where many users have posted the same problem:

    http://h30434.www3.hp.com/psg/board/message?board.id=General&message.id=7108

     

    A good summary of the P55 chipset compatibility issue can be found here:

    http://www.sfgate.com/cgi-bin/article.cgi?f=/g/a/2009/11/03/urnidgns852573C400693880002576630070B745.DTL

     

    This is one of many Apple Forum threads discussing the issue is here.  It starts out with desktop modders but around page 13 you will see more and more HP laptop owners start to chime in with their woes.:

    http://discussions.apple.com/thread.jspa?threadID=2157442&start=180&tstart=0

     

    For people who build their own desktop machines, motherboard manufacturers like Gigabyte and ASUS have already released BIOS updates to fix this problem

    http://mobile.engadget.com/2009/11/09/gigabyte-fixes-iphone-sync-issue-with-bios-update/

     

    But in the case of owners of HP laptops, it is up to you (HP), as the motherboard vendor to provide a BIOS update to fix this problem.  I even contacted Intel, who then directed me to contact you (HP) the PC manufacturer:

     

    On Mon, Nov 23, 2009 at 9:14 AM, <rpd@mailbox.intel.com> wrote:

    Hello Seth,

    Thank you for contacting Intel Customer Support.

    I understand you cannot synchronize your iPhone* and your computer system.

    We are aware of this situation with the Intel(R) P55 Express Chipset. Intel recommends that you contact your system maker or motherboard manufacturer for the latest bios and driver updates, as this does not depend on the system directly but on the motherboard itself.

    Please do not hesitate to contact us again if you need further assistance.

    Sincerely,

    Cindy J.
    Intel Technical Support

     

     

    So, PLEASE escalate this to the appropriate support level so that your personnel can interface with Intel so as to make this happen.  If you do not fix this then every iPhone user who buys a new dvXt or Envy laptop will be affected.

     

    I have tried everything…this list is probably not complete….

     

     

    -          BIOS update is not available (is currently version F.04)

    -          Chipset drivers updated to latest (http://h10025.www1.hp.com/ewfrf/wc/softwareDownloadIndex?softwareitem=ob-76994-1&lc=en&dlc=en&cc=us&product=4011370&os=4063&lang=en)

    -          Tried iTunes 9 running Win XP sp3 mode

    -          Tried iTunes 8.2 running Win XP sp3 mode

    -          Tried Install iTunes 32, then 64 on top of it

    -          Tried iTunes 32 bit (will not you use it)

    -          Tried using ExpressCard USB card instead of onboard USB ports

    -          Tried iTunes inside Windows XP Mode (Virtual Machine)

     

    • Changed type Linda Yan Friday, December 25, 2009 6:56 AM
    Thursday, November 26, 2009 10:00 PM

All replies

  • I have an iPod and it works fine on my machine, my fiend's Touch works fine too. Another one I know has a Classic, works fine too.

    Intel is aware of the P55 headaches. So is Microsoft.

    If you have another machine, use that, until the P55 problems are ironed out.

    You are about the 100th I have seen with USB problems, P55 is one of them more common one.

    Vote if answered or helpful, I am running for Office (joke)! IT/Developer, Windows/Linux/Mainframe

    Server: P4-2GHz, 1.5 GB RAM, Linux Server, need IDE/SATA disks for my chess site

    Workstation: Asus M2NBP-VM CSM, Athlon64 X2 4200+ 65W CPU, 2GB RAM, NVIDIA 8600GT, 320GB + 160G backup, Windows 7 Ultimate x64.
    Friday, November 27, 2009 2:10 AM
  • I have a dv8t and have experienced the same problem as sethstor.  I cannot sync my iphone and I have tried many of the same things he has tried.  I reported the issue to HP (ticket 8032172269) and their most recent response (today) was:

    =========== HP Response Starts Here ========
    At this point of time, let me share that the BIOS provided in the software and drivers page is up to date for your notebook and we have observed that we do not have any issues related to the HP software or applications with the chipset installed on the notebook as well.

    Being this the reason, I kindly request you to contact Apple technical support as they may provide you with any fix available for this.

    Also, let me inform you that this information is being provided to you after discussing the issue with our supervisor. However, for your convenience, I am forwarding your message to the concern department.

    ========== HP Response Ends Here ==========

    So, despite the fact that I know sethstor has reported the issue to them (have seen his posts on other boards), HP is completely ignoring the issue and in fact states they have observed no issues related to the HP software or applications with the PM55 chipset.

    If anyone else is running into this issue, please post it to HP!  They should be fixing their BIOS and their lack of response is completely irresponsible.  Seth, if you will post your HP ticket number I will include it and the above text in my next response to them.  And perhaps you can call email them and reference mine.

    Margie
    • Edited by margiero Friday, November 27, 2009 5:47 AM html edits
    Friday, November 27, 2009 5:45 AM
  • Eventually the problem will get figured out. Check on Intel's page for new chipset drivers occasionally. HP is slow to get around to it.

    Vote if answered or helpful, I am running for Office (joke)! IT/Developer, Windows/Linux/Mainframe

    Server: P4-2GHz, 1.5 GB RAM, Linux Server, need IDE/SATA disks for my chess site

    Workstation: Asus M2NBP-VM CSM, Athlon64 X2 4200+ 65W CPU, 2GB RAM, NVIDIA 8600GT, 320GB + 160G backup, Windows 7 Ultimate x64.
    Friday, November 27, 2009 5:48 AM
  • >> Seth, if you will post your HP ticket number I will include it and the above text in my next response to them

    Ticket # 8032070268 which was escalated to Case #750 121 7204

    Friday, November 27, 2009 6:58 PM
  • Tuesday, December 01, 2009 8:38 PM
  • Sorry for the above, clicked the wrong link....

    Well Well Well... I got an OFFICAL word from HP on the iPhone and DV7-T P55 board... FIX January or February, but Jim Hansen (HP PRODUCT SPECIALIST) couldn't commit to a specific time.... Grrrrrrr... but I am authorized to return it.... #$^@#$$% very frustrating.... Gigabyte and others have fixes, but one of the major manufacturers are telling me to wait 1-2 months for an update... on a brand new notebook!!!!


    i7TuckerMax~~
    Tuesday, December 01, 2009 9:38 PM
  • Well I suggest checking the board BIOS, chipset drivers, video driver and so on to be sure all are ok. Use the device manager and check for updates as more drivers than ever are surfacing on Windows update.

    Also check the action center and make sure there is nothing there. If there is then you have a place to start.

    Vote if answered or helpful, I am running for Office (joke)! IT/Developer, Windows/Linux/Mainframe

    Server: P4-2GHz, 1.5 GB RAM, Linux Server, need IDE/SATA disks for my chess site

    Workstation: Asus M2NBP-VM CSM, Athlon64 X2 4200+ 65W CPU, 2GB RAM, NVIDIA 8600GT, 320GB + 160G backup, Windows 7 Ultimate x64.
    Wednesday, December 02, 2009 2:58 AM
  • HP Finally released the fix for this.  For the dv7t-3000 laptop there is a BIOS update that fixes this at:
    http://h10025.www1.hp.com/ewfrf/wc/softwareDownloadIndex?softwareitem=ob-78470-1&lc=en&dlc=en&cc=us&lang=en&os=4063&product=4011370

    Similar BIOS updates for other models were also released.
    Friday, December 25, 2009 8:52 AM