Getting Started

6 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 electrical 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 touching.
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. Refer to the Maintenance and
Service Guide (English only) for more information.
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 the screen is blank, plug the monitor into a dierent video port on the computer if one is available. Or,
change out the monitor with a monitor that you know is functioning properly.
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If you are working on a network, plug another computer with a dierent cable into the network
connection. There may be a problem with the network plug or cable.
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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 Helpful hints on page 12 in this guide 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 computer serial number and product ID number, and the monitor serial number before
calling.
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Spend time troubleshooting the problem with the service technician.
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Remove any hardware that was recently added to your system.
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Remove any software that was recently installed.
10 Chapter 6 Before you call for technical support