Calling Technical Support - HP xw Series Setup And Troubleshooting Manual

Table 5-3 Diagnostic Lights and Audible Codes (continued)
Activity
System does not power on and
LEDs are not blinking.
5.5

Calling Technical Support

At times you may encounter an issue that requires technical support. If after using the self-troubleshooting tools you still
cannot resolve your issue, note the following to help you locate the necessary information that will assist technical
support in resolving the situation.
• Be in front of your workstation when you call.
• Write down the workstation serial numbers, product numbers, model names, and model numbers before calling
and have them readily available.
• Note any applicable error messages.
• Note any add-on options.
• Note the operating system.
• Note any third-party hardware or software.
• Note any blinking LEDs on the front of the workstation.
• Note the applications you were using when you noted the issue.
• Be prepared to spend the time necessary troubleshooting the problem with the service technician.
NOTE: When calling in for service or support, you may be asked for the Product Number (example: PS988AV) of your
workstation. If your workstation has a Product Number, it is generally located next to the 10- or 12-digit Serial Number
of your workstation.
NOTE: Refer to section 2.6 "Serial Number and COA Label Location" for the location of the Serial Number label on
your workstation. In general, the Serial Number and Product Number label are located at the rear of the workstation.
For a listing of all worldwide technical support phone numbers, visit www.hp.com/support, select your region and click
Contact HP in the upper-left corner.
36 Troubleshooting
Beeps Possible Cause
None System unable to power on.
Recommended Action
Press and hold the power button for less
than 4 seconds. If the hard drive LED turns
green, then:
1. Remove the expansion cards one at a
time and try holding the power button
again for less than 4 seconds.
2. Replace the system board.
OR
Press and hold the power button for less
than 4 seconds. If the hard drive LED does
not turn on green then:
1. Check that unit is plugged into a
working AC outlet.
2. Open the access panel and check that
the power button harness is properly
connected to the system board.
3. Check that both power supply cables
are properly connected to the system
board.
4. Check the power supply functionality.
a. Disconnect the AC power.
b. Remove all internal power supply
cables from the system board.
c. Plug in the AC power.
• If the power supply fan spins
and the BIST LED lights, the
power supply is functional, so
replace the system board.
• If the power supply fan does not
spin or the BIST LED does not
light, replace the power supply.