Maintenance and Service Guide
Table Of Contents
- Product description
- Components
- Illustrated parts catalog
- Removal and replacement procedures preliminary requirements
- Removal and replacement procedures for Customer Self-Repair parts
- Removal and replacement procedures for authorized service provider parts
- Interpreting system validation diagnostic front panel LEDs and audible codes
- Troubleshooting guide
- Resources
- General troubleshooting steps
- Identify the issue
- Analyze the issue
- Resolve the issue
- Verify solution
- Helpful Hints
- Common issues and possible solutions
- Additional information
- Acronyms
- Blinking lights and boot error codes
- Processor not executing code
- BIOS recovery code unable to find valid BIOS recovery image
- Memory module error
- Graphics Controller Error (No Controller)
- Failure - System Board Error
- Intel Trusted Execution Technology (TXT) Error
- Sure Start unable to find valid BIOS Boot Block image
- Sure Start has identified a problem (Manual Recovery Policy Set)
- POST error messages and user actions
- Routine maintenance for performance improvement
- Common blue screen error messages
- Use Windows Debugging Tool
- Display issue: pixel anomalies
- Cable management
- Connector types
- Computer Setup (BIOS), TPM, and HP Sure Start
- Using HP PC Hardware Diagnostics
- Backing up, restoring, and recovering
- Specifications
- Power cord set requirements
- Statement of memory volatility
- Recycling
- Index
Identify the issue
1. Understand the issue
It is important to understand the issue that occurred, including related symptoms. It helps to understand the
basic computer boot-up sequence as well as the failure itself. The boot-up sequence and associated failures
are described below.
Boot up sequence
The computer performs several steps after you press the power button or restart the computer.
It is important to understand where in the boot-up sequence the symptoms occur. The following table lists
the phases of the boot-up sequence and explains the symptoms that may occur in each phase. For example, a
blue screen error (BSOD) often occurs during the performance phase.
Table 8-3 Boot-up sequence and associated failures
Item Procedure
Power-on After power button is pressed, the computer boots after all internal power rails (i.e., 5V, 3.3V) are stable.
Conrm that power lights are on and fan is spinning.
Common issues: all lights are o; troubleshooting lights are on; does not boot; video is absent.
POST (UEFI/BIOS) Power-On Self-Test (POST) veries that hardware components (processor, hard drive, memory, etc.) are
functional. When POST is complete, the HP logo displays briey and then disappears.
If there are errors, the computer may exhibit blinking lights and POST error messages
Common issues: lights blink, error message appears, system hangs.
Performance
(operating system)
System boots to operating system, and Windows logo screen appears.
Common issues: hangs (lock up/freezes), blue screen, video distorted, driver conict, slow performance,
display issue (dead pixel), I/O issue (no speaker sound), wireless/audio unavailable, noise.
See Analyze the issue on page 83 table below for detailed troubleshooting information).
Failure classication
Failure classication is a breakdown of dierent types of failures and symptoms that could occur during the
boot-up sequence. Table 3 and table 4 represent the failure classication for common notebook failures.
Table 3 categorizes failures by the boot-up sequence.
1. Power-on: Common issues are No Power, Recycle/Reboot, etc.
2. POST: Common issues are No Boot (have power), Light Flash, or Diagnostics Error.
3. Performance: Common issues are Intermittent Loss of Power, Blue Screen, Hang, etc. In many cases,
issues may be identied and associated with particular hardware (i.e., display, storage).
Table 4 categorizes failures by hardware:
● Display
● I/O devices (Input/Output)
● Storage
● Mechanical
80 Chapter 8 Troubleshooting guide