Resources; General Troubleshooting Steps - HP ZBook 14u G6 Maintenance And Service Manual

Resources

Table 8-1 Troubleshooting resources and their descriptions
HP Resource Tool
HP Elite Support
HP Support Center
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 if an issue does not
apply.
Table 8-2 Troubleshooting methodology and general troubleshooting steps
Identify issue
1. Understand the issue
on page 82
2. Examine the environment
on page 84
3. Perform a visual inspection
of hardware on page 85
4. Update BIOS and drivers
on page 85
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.
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 85
6. HP Hardware Diagnostics and
Tools on page 86
7. Status lights, blinking light
codes, troubleshooting lights,
and POST error messages
on page 89
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/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.amd.com
http://www.nvidia.com
Resolve issue
8. Hard reset on page 91
9. Soft reset (Default Settings)
on page 92
10. Reseat cables and connections
on page 92
11. Test with minimum configuration
on page 93
12. Test with verified working
configuration (hardware and/or operating
system) on page 94
13. Replace the system board on page 94
Verify solution
Verify solution
on page 95
Resources 81