Resources; General Troubleshooting Steps - HP ZBook 17 G4 Mobile Workstation Maintenance And Service Manual

Resources

HP Resource Tool
HP Elite Support
HP Support Center
HP Troubleshooting Support page Provides troubleshooting information for your
Troubleshooting Problems with
Docking Stations
HP Elite Dock with Thunderbolt 3
and HP ZBook Dock with
Thunderbolt 3
Subscribers Choice
HP Support Forums
Service Access Workbench (SAW)
(Available for technicians and
Business Partners only)
Vendors' web sites

General troubleshooting steps

A basic logic should be used when troubleshooting computer issues. This section will help you become
familiar with troubleshooting methodology and efficiently 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 specific order.
Table 7-1 Troubleshooting methodology and general troubleshooting steps
Identify issue
1. Understand the issue
on page 77
2. Examine the environment
on page 79
3. Perform a visual inspection
of hardware on page 80
76 Chapter 7 Troubleshooting guide
Description
Provides live HP Premium support (available 24/7) to
Elite computers.
Provides important support, such as warranty,
support cases, drivers, Customer Advisories,
Customer and Security Bulletins, and Product Change
Notices.
specific HP computer.
Provides troubleshooting information for HP docking
stations.
Provides troubleshooting information for your
specific docking station
Allows you to sign up for HP product updates.
Provide discussions about HP products and issues.
Provides navigable content intended for use by
internal and outsourced call center staff and can be a
resource for support and product division
professionals.
Provide additional information for associated
components such as Intel (processor, WLAN),
Microsoft (Windows 7/8/10), AMD/NVidia (GPU), and
so on.
Analyze issue
5. Remove or uninstall recently
added hardware, software
on page 80
6. HP Hardware Diagnostics and
Tools on page 81
Link
http://www8.hp.com/us/en/ads/elite-
products/overview.html
http://h20565.www2.hp.com/portal/site/
hpsc
http://www8.hp.com/us/en/
troubleshooting.html
http://support.hp.com/us-en/document/
c03247469
http://h20565.www2.hp.com/hpsc/doc/
public/display?
sp4ts.oid=9822172&docLocale=en_US&d
ocId=emr_na-c05060909
http://www8.hp.com/us/en/subscribe/
http://h30434.www3.hp.com/psg/
http://sawpro.atlanta.hp.com/km/saw/
home.do
http://www.intel.com/
content/www/us/en/homepage.html
http://www.microsoft.com
http://www.amd.com
http://www.nvidia.com
Resolve issue
8. Hard reset on page 90
9. Soft reset (Default Settings)
on page 91
10. Reseat cables and connections
on page 91
Verify solution
Verify solution
on page 94