Maintenance and Service Guide

Resources
Table 8-1 Troubleshooting resources and their descriptions
HP Resource Tool Description Link
HP Elite Support Provides live HP Premium support (available 24/7) to
Elite computers.
http://www8.hp.com/us/en/ads/elite-
products/overview.html
HP Support Center Provides important support, such as warranty,
support cases, drivers, Customer Advisories,
Customer and Security Bulletins, and Product Change
Notices.
http://h20565.www2.hp.com/portal/site/
hpsc
Subscribers Choice Allows you to sign up for HP product updates. http://www8.hp.com/us/en/subscribe/
HP Support Forums Provide discussions about HP products and issues. http://h30434.www3.hp.com/psg/
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.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 eciently 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 specic order if an issue does not
apply.
Table 8-2 Troubleshooting methodology and general troubleshooting steps
Identify issue Analyze issue Resolve issue Verify solution
1. Understand the issue
on page 80
2. Examine the environment
on page 82
3. Perform a visual inspection
of hardware on page 83
4. Update BIOS and drivers
on page 83
5. Remove or uninstall recently
added hardware, software
on page 83
6. HP Hardware Diagnostics and
Tools on page 84
7. Status lights, blinking light
codes, troubleshooting lights,
and POST error messages
on page 87
8. Hard reset on page 89
9. Soft reset (Default Settings)
on page 90
10. Reseat cables and connections
on page 90
11. Test with minimum conguration
on page 91
12. Test with veried working
conguration (hardware and/or operating
system) on page 92
13. Replace the system board on page 92
Verify solution
on page 93
Resources 79