Getting Started - HP Retail System series

4 Before you call for technical support
WARNING! When the computer is plugged into an AC power source, voltage is always applied to the system
board. To reduce the risk of personal injury from electric shock and/or hot surfaces, be sure to disconnect the
power cord from the wall outlet and allow the internal system components to cool before you touch them.
If you are having problems with the computer, try the appropriate solutions below to try to isolate the exact
problem before calling for technical support.
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Run the HP Diagnostic Solution.
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Run the Drive Protection System (DPS) Self-Test in Computer Setup.
NOTE: The Drive Protection System (DPS) Self-Test software is available on some models only.
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Check the power LED on the front of the computer to see if it is ashing or listen for a series of beeps
emanating from the computer. The ashing lights and/or beeps are error codes that will help you
diagnose the problem. Refer to the Maintenance and Service Guide (English only) for details.
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If you are working on a network:
–
Use a dierent network cable to connect your computer to the network.
–
Connect a dierent computer with a dierent cable to the network.
If your problem is not resolved, the computer network jack or the network wall jack might be faulty.
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If you recently added new hardware, remove the hardware and see if the computer functions properly.
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If you recently installed new software, uninstall the software and see if the computer functions properly.
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Boot the computer to the Safe Mode to see if it will boot without all of the drivers loaded. When booting
the operating system, use “Last Known Conguration.”
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Refer to the comprehensive online technical support at http://www.hp.com/support.
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Refer to Visual inspection: No boot, no power, no video on page 3 for more general suggestions.
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Refer to the comprehensive Maintenance and Service Guide (English only) for more detailed information.
To assist you in resolving problems online, HP Support Wizard provides you with self-solve diagnostics. If you
need to contact HP support, use HP Support Wizard's online chat feature. Access HP Support Wizard at:
http://www.hp.com/go/ispe.
Access the HP Support Center at http://www.hp.com/go/bizsupport for the latest online support information,
software and drivers, proactive notication, and worldwide community of peers and HP experts.
If it becomes necessary to call for technical assistance, be prepared to do the following to ensure that your
service call is handled properly:
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Be in front of your computer when you call.
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Write down the product ID number, computer serial number, and the failure ID produced by running the
diagnostics, if applicable.
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Spend time troubleshooting the problem with the service technician.
NOTE: For sales information and warranty upgrades (HP Care Pack), call your local authorized service
provider or dealer.
8 Chapter 4 Before you call for technical support