Maintenance and Service Guide

Failure classication by hardware devices and mechanical
Table 7-4 Failure classication by hardware devices and mechanical
4. Display 5. I/O devices 6. Storage 7. Mechanical
1. Display anomalies
on page 126
2. Dead pixel on page 128
3. No video (internal)
on page 128
d
4. No video (external)
on page 129
d
5. DisplayPort/VGA
on page 129
6. HDMI on page 129
7. No or bad external video
via docking on page 130
8. Incorrect or missing color/
distorted image
on page 130
9. Touch screen
on page 131
1. Keyboard on page 132
2. Keyboard point stick
on page 133
3. Keyboard backlight
on page 133
4. TouchPad on page 134
5. Network Connectivity
Ethernet (RJ-45 jack)
on page 134
6. Network connectivity
wireless (WLAN)
on page 135
7. WWAN on page 136
8. USB on page 137
9. Smart card reader
on page 138
10. Speaker, headphone -
audio issues on page 139
11. Thunderbolt (TB)
on page 140
1. Hard drive/solid-state
drive not recognized
on page 142
2. No boot to operating
system (no read/write
error) on page 142
3. Read-write error
on page 143
4. Slow performance
on page 124
c
5. Blue screen (BSOD) error
on page 143
b
6. Noisy hard drive
on page 144
1. Fan error message - 90B
on page 145
2. Noise (sound)
on page 146
3. Fan runs constantly
on page 147
4. HP Thermal Monitor
on page 98
5. Stuck power button
on page 148
b,c,d
similar symptoms
2. Examine the environment
It is important to examine the computer’s environment. If you can quickly identify the cause of the issue,
fewer resolution steps may be needed. Perform the following environment inspections:
● Check all cables and connections to be sure that there are no loose connections.
● Conrm that power sources are good, such as wall power type/adapter (110V/220V ac), power strip. Test
with a veried working AC outlet.
● Check for compatibility issues between the computer and third-party devices, peripherals, noncertied
devices, incompatible hardware (i.e., Mac OS device). Incompatibility can result in blue screen errors,
improper operation, and so on.
● Isolate the computer from sources of electromagnetic interference (EMI), such as cell phones, 2-way
radios, oor mats, fans (and other electronic motors). EMI may contribute to a display freeze issue or
lock-up.
General troubleshooting steps 93