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Verify solution
●
Verify that the implemented solution works. Reboot the system or device and try to complete the task that
produced the issue.
If a part has been replaced, verify other basic functions. For example, GPU replacement requires keyboard
●
removal. Therefore, it is good practice to verify all basic components to be sure that the solution is
complete.
Explain to the customer why the issue occurred and what was done to resolve it. If the solution you used
●
was in an HP Public document, provide the document information to the customer, letting them know it
can be located on www.hp.com. Also, tell them that there are other solutions available on the website.
Advise the customer to check the website first when they have an issue. It may save them time calling in.
●
Document the correct issue. Update the case with as many details as possible for other agents and
engineering to analyze and study for lessons learned.
Helpful Hints
After you become familiar with the general troubleshooting steps above
on page
59), follow the helpful hints below before running diagnostics and troubleshooting.
At startup
TIP:
If you have installed an operating system other than the factory-installed operating system, go to
http://www.hp.com/go/quickspecs
1.
Be sure that the computer is plugged into a working AC outlet.
2.
Be sure that power is connected to the docking station if a dock is used.
3.
Be sure that the AC adapter light is on.
4.
Be sure that the AC adapter is connected when you update BIOS to avoid BIOS corruption.
5.
Be sure that the computer is turned on, the rear power light is solid white (connected to an external power
source) and the front power light is solid white (normal operation).
6.
Remove all optical and flash drives from your system before turning it on.
7.
Be sure that the boot option is set to a working operating system drive.
8.
Be sure that externally connected monitors are turned on and their power lights are on. Not all monitors
are equipped with lights to indicate their functionality.
9.
Turn up the brightness and contrast controls of a display or external display device if the screen is dim.
and verify that it is supported on your system.
(General troubleshooting steps
Helpful Hints
75
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Table of Contents
Troubleshooting
