Resources; General Troubleshooting Steps - HP ZBook x2 Manual

Resources

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 6-1 Troubleshooting methodology and general troubleshooting steps
Identify issue
1. Understand the issue
on page 60
2. Examine the environment
on page 62
3. Perform a visual inspection
of hardware on page 63
4. Update BIOS and drivers
on page 63
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 63
6. HP Hardware Diagnostics and
Tools on page 64
7. Status lights, blinking light
codes, troubleshooting lights, and
POST error messages on page 68
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 70
9. Soft reset (Default Settings) on page 71
10. Reseat cables and connections
on page 72
11. Test with minimum configuration
on page 72
12. Test with verified working configuration
(hardware and/or operating system)
on page 74
13. Replace the system board on page 74
Verify solution
Verify solution
on page 75
Resources 59