If You Have a Problem
39 Troubleshooting Guide
Support and Information Services
You can learn more about HP service and support from the support website:
www.hp.com/go/vectrasupport
.
Collecting Information on Your PC Before Contacting Support
Take a piece of paper and note down some of the information mentioned below. This will help HP
support deal with your problem quickly and efficiently:
Information on Your Warranty and Customer Care Centers
Details about your warranty entitlement are available in the documentation provided with your PC or on
the HP web at
www.hp.com/go/vectrasupport
. The table on the following page shows you how to
contact HP Customer Care Centers.
PC Description
Model number See label on the right side of your PC.
Serial number See label on the right side of your PC.
RAM
•
Number of megabytes installed
•
The amount of RAM is displayed in the Summary screen,
accessed by pressing F8 just after the computer powers-on,
then selecting the Summary option.
Question or Problem
Write down a brief description of the problem
Frequency How often has the problem occurred?
Run OK? How long has the PC been running normally?
Recent changes to the PC Have there been any recent changes made to the PC?
Any e-Diagtools errors?
Run e-Diagtools. Refer to page 28.
Hardware
Which BIOS version is used? The BIOS version is displayed in the Summary screen,
accessed by pressing F8 just after the computer powers-on,
then selecting the Summary option.
Any BIOS parameter changes? Did the problem occur after changes were made to the BIOS
using the Setup program?
Operating System
Are you using the original operating
system software that came
preloaded on your PC?
What is the operating system version?
If no, what is the operating system
version?
Select
Settings
➪
Control Panel
from the
Start
menu,
then click on the
System
icon. The operating system
version is displayed under
System
.
Any operating system-generated
error messages
Please note down exact text of error message.
Any errors during boot (Power-On
Self Test). This test checks all
installed components.
Any POST errors will be displayed on your monitor screen or
signalled by beep codes.
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