12. Test with veried working conguration (hardware or operating system) ..............................................82
13. Replace the system board .........................................................................................................................82
Verify solution..........................................................................................................................................................83
Helpful Hints ....................................................................................................................................................................83
At startup .................................................................................................................................................................83
During operation......................................................................................................................................................83
Consulting with HP Service......................................................................................................................................84
Common issues and possible solutions ..........................................................................................................................85
Power-on issues.......................................................................................................................................................85
No power..........................................................................................................................................................85
Intermittent power-on, shutdown, reboot......................................................................................................87
AC adapter issue...............................................................................................................................................88
Battery not recognized, not charging..............................................................................................................88
Battery discharges too fast .............................................................................................................................90
Burnt smell.......................................................................................................................................................91
POST.........................................................................................................................................................................91
No video (with power) ......................................................................................................................................91
Blinking lights ..................................................................................................................................................92
Diagnostic error messages ..............................................................................................................................93
BIOS password .................................................................................................................................................93
Performance (OS).....................................................................................................................................................94
Intermittent shutdown ....................................................................................................................................94
Blue screen.......................................................................................................................................................96
Freeze at Windows Logo (hang or lockup).......................................................................................................97
Electromagnetic Interference (EMI).................................................................................................................98
No wake up.......................................................................................................................................................99
Unresponsive .................................................................................................................................................100
Slow performance..........................................................................................................................................101
HP Smart Adapter warning message.............................................................................................................101
Incorrect time and date..................................................................................................................................102
Display....................................................................................................................................................................102
Display anomalies..........................................................................................................................................102
Symptom................................................................................................................................................103
Quick check ............................................................................................................................................103
HP PC Hardware Diagnostics (UEFI) for video test ................................................................................104
Display assembly diagram.....................................................................................................................104
Dead pixel.......................................................................................................................................................105
No video (internal) .........................................................................................................................................105
No video (external) ........................................................................................................................................105
DisplayPort/VGA ............................................................................................................................................106
HDMI ...............................................................................................................................................................106
No or bad external video via docking ............................................................................................................107
Incorrect or missing color/distorted image ...................................................................................................107
Touch screen ..................................................................................................................................................108
I/O devices..............................................................................................................................................................109
Keyboard ........................................................................................................................................................109
Keyboard pointing stick (select products only).............................................................................................110
Keyboard backlight ........................................................................................................................................111
Touchpad........................................................................................................................................................111
Network connectivity (RJ-45 jack) ................................................................................................................112
Network connectivity wireless (WLAN) .........................................................................................................112
WWAN.............................................................................................................................................................113
USB .................................................................................................................................................................113
Smart card reader ..........................................................................................................................................114
Speaker, headphone - audio issues ...............................................................................................................115
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