Resources
HP Resource Tool Description Link
HP Troubleshooting Support page Provides troubleshooting information for your specic
HP computer.
http://www8.hp.com/us/en/
troubleshooting.html
Service Access Workbench (SAW)
(Available for technicians and
Business Partners only)
Provides navigable content intended for use by
internal and outsourced call center sta and can be a
resource for support and product division
professionals.
http://sawpro.atlanta.hp.com/km/saw/
home.do
Vendors’ web sites Provide additional information for associated
components such as Intel (processor, WLAN), Microsoft
(Windows 7/8/10), AMD/NVidia (GPU), and so on.
http://www.intel.com/content/www/us/en/
homepage.html
http://www.microsoft.com
http://www.amd.com
http://www.nvidia.com
General troubleshooting steps
A basic logic should be used when troubleshooting computer issues. This section will help you become familiar
with troubleshooting methodology and eciently resolve problems. Proceed through the steps in the following
table until the issue is resolved, and then move on to the next step that is relevant to the issue. For example, if
you resolve a memory issue using the HP PC Diagnostics (UEFI) tool in step 6, you can then move on to step 10
to reseat the memory into its memory slot.
NOTE: General troubleshooting steps do not have to be followed in a specic order if an issue does not apply.
Table 7-1 Troubleshooting methodology and general troubleshooting steps
Identify issue Analyze issue Resolve issue Verify solution
1. Understand the issue
on page 30
2. Examine the environment
on page 33
3. Perform a visual inspection
of hardware on page 34
4. Update BIOS and drivers
on page 34
5. Remove or uninstall recently
added hardware, software
on page 34
6. HP Hardware Diagnostics and
Tools on page 35
7. Status lights, blinking light
codes, troubleshooting lights, and
POST error messages
on page 39
8. Hard reset on page 41
9. Soft reset (Default Settings) on page 42
10. Reseat cables and connections
on page 42
11. Test with minimum conguration
on page 43
12. Test with veried working conguration
(hardware and/or operating system)
on page 44
13. Replace the system board on page 44
Verify solution
on page 45
Identify the issue
1. Understand the issue
It is important to understand the issue that occurred, including related symptoms. It helps to understand the
basic computer boot-up sequence as well as the failure itself. The boot-up sequence and associated failures are
described below.
30 Chapter 7 Troubleshooting guide
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