6. If there is a network connection issue, plug another computer with a different cable into the network
connection. There might be a problem with the network plug or cable.
7. If hardware has recently been installed, remove it and determine whether the computer functions
properly.
8. If software has recently been installed, uninstall it and determine whether the computer functions
properly.
9. If the screen is blank, confirm the display choice by pressing Windows logo + p and set to
screen only. Or plug an external monitor into a different video port on the computer, if one is
available, and close the computer lid.
10. Verify that the latest version of BIOS, drivers, and software are installed. A new release might
support new features or fix the problem.
11. Press the caps lock or num lk key. If the caps lock or num lk light toggles on or off, the keyboard is
likely operating correctly.
12. Press the touchpad On/Off button light. If the light toggles on or off, the touchpad is likely operating
correctly.
Consulting with HP Service
If further HP support is required, this information may be requested when you call. So it may be helpful to
take notes.
● Technical support registration number (if applicable)
● Product serial number
● Product model name and number
● Product identification number
● Applicable error messages
● Add-on boards or hardware
● Third-party hardware or software
● Operating system type and revision level
● Description of symptom or failure
Common issues and possible solutions
This section contains common issues, symptoms, and a series of tables that describe possible solutions
to issues from Failure Classification tables. The following sections identify the issue with symptoms and
solutions to resolve an issue.
Power-on issues
Use the following sections to troubleshooting power issues.
Consulting with HP Service
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