diagnosing a failed hardware component - hph20431. · diagnostics through post (power on self...

© Copyright 2015 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. HP Confidential – For training purposes only.

Diagnosing a Failed Hardware Component

How to Diagnose a Hardware FaultThere are various tools to diagnose possible Hardware issues with HP Desktops and Notebooks, a few are :

Beep codes/Blink codes

HP PC Hardware Diagnostics (UEFI)

HP BIOS Recovery (USB 3 in 1) key

HP Support Assistant (HPSA)

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Beep codes/Blink codes (Insight Diagnostics)

Diagnostics through POST(Power on Self Test)Codes

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HP Desktops and Laptops/Notebooks’ POST issues can be diagnosed easily with built-in Beep codes or Blink codes

Note: The beep & blink codes indicate failure of one/more of the critical hardware components causing the system to not boot or display anything.

For most of the other Hardware components, HP PC Hardware diagnostics(UEFI) can be used

HP Desktops usually have a buzzer, that sounds beeps in a sequence/pattern, upon detecting failure of a certain critical Hardware component

HP Notebooks use a combination of LED’s on the keyboard (usually Caps lock & Num lock) to indicate failure of a critical Hardware component

*Users could count the no. of beeps/blinks and inform the HP Support Engineer to identify the failed Hardware Component

Beep Codes (insight diagnostics)- HP Desktops

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Beep Codes (Desktop)- Simulator Explanation

Four Beeps : Unit beeps 4 times, pauses for 2 seconds and resumes the “4 beep cycle” to indicate a Power supply Failure

Five Beeps : Unit beeps 5 times, pauses for 2 seconds and resumes the “5 beep cycle” to indicate a RAM failure

Six Beeps : Unit beeps 6 times, pauses for 2 seconds and resumes the “6 beep cycle” to indicate a Graphics card failure (check without additional graphic card if one has been installed)

Seven Beeps : Unit beeps 6 times, pauses for 2 seconds and resumes the “6 beep cycle” to indicate a System Board failure

Eight Beeps : Unit beeps 6 times, pauses for 2 seconds and resumes the “6 beep cycle” to indicate a BIOS image failure

!!!!! Please Note: The Beep codes demonstrated here are standard codes for all HP Desktops, for unit specific beep codes please visit http://www.hp.com/go/SML

Blink Codes (insight diagnostics)- HP Laptops

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Blink Codes (Laptop/Notebooks)- Simulator Explanation

1-Blink : (Caps lock + Num lock) blink once, to indicate a CPU failure

2-Blinks : (Caps lock + Num lock) blink twice, to indicate a BIOS failure

3-Blinks : (Caps lock + Num lock) blink 3 times, to indicate a RAM failure

4-Blinks : (Caps lock + Num lock) blink 4 times, to indicate a Graphics card failure

5-Blinks : (Caps lock + Num lock) blink 5 times , to indicate a System board failure

6-Blinks : (Caps lock + Num lock) blink 6 times, to indicate a BIOS Authentication failure

!!!!! Please Note: The Blink codes demonstrated here are standard codes for all HP Laptops/Notebooks, for unit specific beep codes please visit http://www.hp.com/go/SML


HP PC Hardware Diagnostics (UEFI)

HP PC Hardware Diagnostics- (UEFI)

Memory- RAM

Hard Drive

Battery (Notebooks only)

System Board

Graphics/Video

CPU/Processor

CD/DVD/Blu-ray Drive

Sound

Mouse

Touch Pad

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Components that can be tested using UEFI

Keyboard

Networking

Wireless LAN

1394/Fire wire

System Check/Startup Test

Webcam

AC Adapter

HP PC Hardware Diagnostics-UEFI ( Obtaining the Utility)HP PC Hardware Diagnostics comes pre-installed in all of the latest (manufactured after 2012) HP Machines (both Desktops & Laptops). However, users can also download the utility from this link

There are 3 locations where HP PC Hardware Diagnostics can run on an HP Computer: It can be run from the Hard Disk of the computer-Full functionality, (it should be installed on the Hard Disk of the computer) It can be run from a Portable USB Flash drive-Full functionality (on which the utility has been downloaded and installed)

It can be run from the Default BIOS – Limited Functionality

Users can launch the Diagnostics by pressing F2 on their computer keyboard during pre-boot. The system will intelligently choose the location to run the diagnostics from, based on device’s availability

9 HP PC Hardware Diagnostics- Full Functionality HP PC Hardware Diagnostics- Limited Functionality

In Limited functionality, only 2 components can be tested Hard Drive Memory(RAM)

Launching HP PC Hardware Diagnostics -UEFI

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If UEFI Diagnostics is not available on the Hard Drive ( as HP_Tools partition) in My Computer/This PC, it can be downloaded from http://www8.hp.com/us/en/campaigns/hpsupportassistant/pc-diags.html and can be installed on a USB flash drive/ Pen driveNote : The USB flash drive should be formatted to FAT32 file system to install UEFI diagnostics tool

After installation from another PC, the USB media can be plugged into the required machine, restarted and F2 pressed at restart to launch the Diagnostics from USB media

Download and install UEFI on USB media

Step-1 : Downloading the HP PC Hardware Diagnostics Utility

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Downloading and installing the Utility

Users could visit the link http://www8.hp.com/us/en/campaigns/hpsupportassistant/pc-diags.html

Select the first entry HP PC Hardware Diagnostics, if the PC has an HP UEFI BIOS or was purchased after 2009

Step-2 : Run the downloaded exe file on the system

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Note : The file may get downloaded by default into the “Downloads” folder in Windows-7 and later operating system or may get stored in a location, the user may have chosen.


Step-3 : Launching the install wizard

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Note : Users just need to click on the “Next” button after reading the instructions


Step-4 : Extracting and saving the Diagnostic files

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Note : If the “UEFI partition on Hard Drive” is selected the utility will then be installed on the Computer’s Hard Drive If the USB flash drive is selected then the Utility will be installed on a USB flash drive, plugged to the systemCaution : Please backup the data on the flash drive as the flash drive will be formatted and any data on it maybe lost in the process


Step-5 : The HP Tools partition prompt and Commencing installation

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Note : If the “UEFI partition on Hard Drive” in the previous screen, the utility will create an HP_Tools partition on the Computer’s Hard Drive after user selects

“Yes” and the same would be applicable for the USB flash drive

Caution : If you wish to install the utility on a Flash drive Please backup the data on the flash drive as the flash drive will be formatted and any data on it maybe lost in the process!


Starting the Diagnostics

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If HP PC Hardware diagnostics was installed on a USB flash drive, users should plug the USB drive into the computer, restart and press “esc” or keep tapping “F2” to launch the diagnostics from the USB

If HP PC Hardware diagnostics was installed on the Computer Hard drive, users just need to restart and press “esc” or keep tapping “F2” to launch the diagnostics from the USB

HP PC Hardware Diagnostics (UEFI) main menu

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Launching an Individual Component Test

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Select the Component to test from list

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Component Test

There are various components, that can be tested using the UEFI diagnostics, individual component test screen.

After selecting the component, the on-screen instructions just need to be followed to diagnose the component.

For demo purposes, “performing an Audio test” has been selected in the

simulation here

Performing an Audio test through HP PC Hardware Diagnostics(UEFI)

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Component Test- Audio Test

The Audio test has 2 sub level tests

(a) Audio Playback test To Check the Audio playback on

a speaker/ear phones

(b) Audio Record testTo check the Audio recording/

Microphone functionality

For demo purposes, the “Audio playback test” has been selected in the simulation here

The Audio Playback test

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The test is Interactive ( i.e., Users would have to input how many notes they hear when the system plays in the test)

The test results would be displayed based on the

No. of notes mentioned vs.

No. of Notes played by the system.

Audio Playback test Result - Pass

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The test is Interactive ( i.e., Users would have to input how many notes they hear when the system plays in the test)




In this case the Test result is Pass

Audio Playback test Result - Fail

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The test is Interactive ( i.e., Users would have to input how many notes they hear when the system plays in the test chime/sound)




In this case the Test result is Fail

**Please note down the Alphanumeric Failure ID as it is

essential for the case

Important Information on Failure ID Capture & Diagnostics

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For additional practice/Demo, users can visit HP Services media library practice on HP PC Hardware Diagnostics ( UEFI) simulators .

Please follow the steps below to log into HP Services media Library

1. Visit www.hp.com/go/SML

2. In the Product Category, select < Laptops and Hybrids> or <Desktops and Workstations>

3. Now, in the Product Family, select <Diagnostic Tools for Notebooks> or <Diagnostics Tools for Desktops>

4. In the Product Series, select <UEFI 5.x> to launch individual component test links in the Bottom.

5. Click on the Component link of choice to view its simulator

Failure messages

In case of a failure in any of the tests, the test will stop immediately and display Error code : “Failed” 24-digit failure ID , (that should be provided to HP for part identification)

Recommended actions, if any

If you see a failure code after the diagnostics, please write it down.

Otherwise, HP support engineers may want you to go through the diagnostic process again to obtain the failure ID

The HP failure ID contains 4 fields of Six alpha-numeric characters each as XXXXX-XXXXXX-XXXXXX-XXXXXX,

(where ‘X’ is an alpha-numeric character)NOTE: The Failure ID does not indicate if the system is under warranty.

HP Support Engineer can assist you with that information when you contact HP

UEFI – Frequently Asked Questions1.When "F2" is pressed during power-on, I only see 2 tests ( Hard drive & Memory). I don’t see the UEFI diagnostics mentioned here?Ans: This could be because “HP PC Hardware-UEFI diagnostics" is not installed on the computer. Please check in "My computer/This PC"

for an HP_tools partition apart from C: . If not available, then please download it from this link and install. (for instructions Refer here)

2.Which most recommended location for UEFI diagnostics tool to be installed ?

Ans: If you have only one PC, then the PC’s Hard drive is recommended. However for multiple PC’s it would be better to have UEFI installed on the USB Pen drive.

3. If I choose to install the diagnostics on a Flash drive, what is the minimum size of the pen drive required?

Ans: The minimum size of a USB Flash drive should be 4 GB or more.

NOTE : The flash drive should not have any content as it would be formatted while installing the diagnostics. (sometimes, user may have to formatted the flash drive to a FAT32 file system specifically)

4. Would I be able to perform UEFI diagnostics on a system without Hard Drive?

Ans: Yes, you could download the UEFI diagnostics into a portable USB flash drive, plug and restart the system into the diagnostics by pressing “F2” key on the keyboard

5. How could I run component level diagnostics on Older HP machines that doesn’t have an HP UEFI BIOS ?

Ans: You could download the “Vision Hardware Diagnostics” tool from this link and burn it on a CD/DVD to perform diagnostics on older HP machines.

6. My IT environment, restricts installing any applications or programs and we use our IT provided Operating system. How do I install HP PC Hardware Diagnostics?

Ans: You could download the “HP PC Hardware diagnostics” utility on a USB flash drive, from another computer and plug it to this computer

to launch the diagnostics

7. Which are the scenarios, in which I may not be able to run the HP PC Hardware Diagnostics utility?

Ans: HP PC Hardware Diagnostics can be run in most of the issue scenarios exception when there is no display/power or during a POST issue

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HP UEFI BIOS Recovery (USB 3 in 1)

HP UEFI BIOS Recovery

If the BIOS on an HP Notebook or Desktop, becomes corrupted, such as from a failed BIOS upgrade or damage from a virus, the computer might show any the following symptoms, which would then require a BIOS recovery

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The computer stops at a black or blank screen and it will not even enter any of the Pre-Boot Options, such as: the BIOS Setup Utility, Hardware Diagnostic Tools, System Recovery screens, etc

The computer does not boot and the Caps Lock or Num Lock LED blinks twice or the computer emits beep codes.

The computer turns on, but doesn’t display anything (Example: The fan might spin, but there is no video on the internal display, external monitor or any additional displays, and it does not boot or display anything).

The computer displays the error message BIOS APPLICATION ERROR 501

Many HP Notebook & Desktop computers have an HP BIOS Restore tool that might be able to recover the BIOS and restore basic functionality. The Recovery happens in 2 ways

Automatic Recovery : (The system will detect an issue with BIOS and try to remediate itself before proceeding)

Manual Recovery : If the Automatic recovery fails, users could then initiate the manual recovery through a key combination and if it fails, can download a Recovery Key ( USB 3 in 1 key) from here and attempt a recovery of BIOS

HP BIOS Recovery ( Automatic & Manual)

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HP notebooks with an HP UEFI-based BIOS include an automatic BIOS Recovery routine, which attempts to reinstall the BIOS image if the current image is corrupt. If the Automatic recovery fails, users can try the below steps to attempt a manual recovery of BIOS: Unplug all the cables (AC & battery, where possible) to power off the computer, wait 30 seconds

and power on . Press and hold the Windows Key and the “ B " key from the internal keyboard. With both

keys pressed, power on the machine and wait a for the recovery process to start

Sometimes, if a BIOS update was interrupted or unsuccessful, the BIOS can become corrupted.BIOS can also get corrupt through external malicious attacks.

If the above steps also fail, users can download the BIOS recovery image (USB 3 in1) from the link and follow the same steps above to perform a recovery. NOTE : A blank USB Drive of 4 GB or larger capacity is required.

The HP PC Hardware Diagnostics 3-in-1 USB Key package includes: The latest version of the UEFI diagnostics A utility that can be used to recover many systems that have failed due to a corrupted

BIOS HP Vision Diagnostics.

Step-1 : Download the USB 3 in 1 Key from another Computer

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HP BIOS Recovery Procedure : Manual

To download the HP PC Hardware Diagnostics 3-in-1 Key, users can visit this link or Paste this link in the

browserhttp://www8.hp.com/us/en/campaigns/hpsupportassistant/pc-diags.html

A few Points to keep in mind before we start

The USB flash drive should not contain any data as the drive would be formatted by the utility

A 4GB or higher capacity USB flash drive would be required for the USB 3-in-1 key

The file size is a little high therefore, a reliable internet connection is recommended

Please do not connect the USB flash drive to the computer using any external USB hubs.

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Step-2 : Installing the USB 3-in-1 Key from another Computer


Once the file is downloaded, launch the installer and proceed by clicking on “Next” in the prompt.

Please Note : Extraction of the installer should be done on any other storage location other than the

USB flash drive intended for the Recovery Key

Screen-1

Screen-2

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Step-3 : Extracting, formatting and Preparing the USB Key


Various groups of files will be extracted to the root location of the storage space. These files are instrumental in formatting & preparing the USB Recovery Key. Please do not interrupt the

process

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Step-4 : Formatting the identified USB flash drive


Upon successful extraction of all the files, the user will be prompted to enter the drive letter for the USB Key to be formatted.

Users could view the drive letter in “My computer/computer/This PC” section

NOTE : Before starting the step, please remove all other USB storage devices from the computer

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Step-5 : Insert the USB 3-in-1 Key into the Computer that needs its BIOS Recovered


Stage-2

Stage-1

The system will start the recovery process

On some Notebooks and Desktop products, the system should boot to the BIOS recovery write and verification progress screens,

followed by a reboot and a message that BIOS recovery was successful (code 500 would be displayed to indicate Recovery).

On a few Business Notebooks, there may be no initial screen output; recovery operations will be indicated by blinking keyboard

LEDs ([Caps Lock] and/or [Num Lock]).

Please follow these instructions carefully to attempt a manual BIOS recovery on HP Desktops and Notebooks only

Instructions : (Let’s do this in stages to avoid confusions!!!!)

1.Power down the failed system.2. Hold down any one of the following two key combinations:

The [Windows] and [B] keys or All 4 arrow keys (up, down, right, left) together

3.While holding down one of the key combinations, power on the system.

4.Release the keys approximately three - five seconds after powering up the system.

POINTS TO KEEP IN MIND : Please plug the USB key

directly into the USB port of the computer.

Do not plug the Key into any external USB hubs connected to the PC

This USB KEY is for HP Laptops and Desktops only!


The BIOS Recovery Complete screen should display in approximately 2-5 minutes (this time will vary by system speed and

configuration).

If the BIOS Recovery Complete screen is displayed, the system has recovered successfully. Users can then proceed

to restart & update their system to the latest BIOS by downloading it for that specific model from HP website

If you DO NOT see this screen after even after 5-7 minutes, the system may not be recoverable or the process was

incomplete. You may need to contact HP for further Support


HP Support Assistant (HPSA)

HP Support Assistant benefits for customers

Connected, contextual support

Comprehensive support tools

Worldwide support

Diagnostics Contact SW and FW Updates

Tools and diagnostics to troubleshoot and

resolve issues

Contact options tailored to the user’s

device and locale

Automatic messages & updates keep users & their devices current

Compatible with Windows 7, Windows 8, and Windows 10

Starting HPSA: Windows 8 or Windows 10

HP Support Assistant: The Welcome screen

In the welcome screen, users could configure how to install/receive software or driver updates from HP

Users can un-check the “Show a welcome screen when I open HP Support Assistant” to prevent this pop-up from appearing

The “My devices” tab

HP Support Assistant 8.0 now features a Single tab vs. Tile windows in the previous version.

The “My Devices” tab shows a summary of all the connected HP devices along with the current PC information.

The product’s serial number and product number is already listed here

Users can view the Warranty end date and the remaining warranty time on the product

The Support tab

The “Support Tab” provides updated information and specific support options for the type of device selected and also helps configure the Location/Regional setting to provide specific support options for that location

Support tab – device view


Tab Navigations

My devices

Once Users click on the Specific device in the “My Devices” tab more options for that device is displayed

My devices tab – Device view

Once the device is selected in the My devices Tab, the “Device view” appears , This utility is a one stop location that gives a full summary of awaiting driver updates, messages (if any)

My devices - Updates

Back to My devices

My devices – Updates: Check now

Users can also manually initiate a “check for updates”, by clicking on the link highlighted in the snap This would check for the latest available device drivers of the computer, download and install them

My devices – Updates: Remind me

Users can choose to be reminded at a later time to download and install the drivers, avoiding the update processes’ interference with their work.

My devices – Updates: Action log

The updates tab’s “action log” gives a log of the installed, failed, pending and postponed driver installations If a driver update has failed, user can try to download again or contact HP for further support

My devices - Messages

The updates tab’s “action log” gives a log of the installed, failed, pending and postponed driver installations If a driver update has failed, user can try to download again or contact HP for further support

My devices – Messages: actions

In the Messages, users would be able to see the proactive warnings, information and remedial actions if anyFor illustration: A “ Battery is aging” and “Hard drive is almost full “ warnings have been displayed

My devices – Internet and Security

In the internet and security tab displays the security settings of the system and also provides option to easy access necessary firewall settings in one location

My devices – Diagnostics and tools

The Diagnostics and Tools Tab is very useful to the user in diagnosing & fixing most commonly occurring Operating system related issues .

This is a guided interface and hence requires less or no Technical understanding of the OS components by the user

My devices - Specifications

The Specifications tab provides general Hardware Specification/Configuration of the device on whichHP Support Assistant is installed.

My devices - Storage

The Storage tab displays information about the installed Storage devices, both (Hard Drive and SSD).Importantly, this tab also shows the status of the Hard Drive health in the SMART Status, providing for an early warning

mechanism in the uneventful case of a Hard Drive failure

My devices – Warranty and Services

The Warranty & services tab provides current Warranty information of the device of the device on which HP Support Assistant is installed. Users could contact HP for any clarifications on the Warranty

My devices - Accessories

The Accessories tab indicates accessories connected to the device like Mouse, keyboard, etc.

My devices - printer

With HP Support Assistant 8.0 users can manage a connected HP Printer/Device without following a separate Utility as it would show up in the “My Devices” tab. If it doesn’t, users can manually “Add a device” too.

My devices: Diagnostics and tools (printer)

A quick look into the printer’s management interface, within HP Support Assistant. Using HP Support Assistant, users can perform :Printer driver updates ; View printer error messages; Manage Supplies/Cartridges; Diagnose/Troubleshoot commonly occurring issues; check for warranty status & lot more

My devices: Supplies (printer)

Using supplies tab , users can order Ink and Media without going through hassles of navigating into too many websites


Add a device

My devices – Add a device

The Add a Device button helps users Add an HP device like a printer or scanner to the computer for easier and converged management of connected devices.

Add a Device : Detect your device

Once the “Add a Device “ button is clicked, HP Support Assistant will first automatically attempt to detect HP devices and try and add them. The user would be required to click on the “Detect my device” button to initiate this process.

However, if the Utility doesn’t detect the device, users can manually add a device too .

Add a Device: Searching for devices

Users can select from the list of devices identified and proceed to add it as shown in the snaps above!

Name your device & Scan for updates or messages

Once the user chooses a name the device, if the “Scan for updates and messages” is clicked, HP Support Assistant checks online for available latest drivers and updates the device accordingly .

Users can however, click on “Finish without scanning” and perform this activity later.

The “Add another device” link can be clicked, if user wishes to add more devices

New device added

After finishing the “Add a device” process, user would be brought to the My Devices tab. The newly added device can be seen here as another button “New Test Printer”


Support tab

Looking for latest help options

Based on the user’s location specification and choice of device, HP Support Assistant searches online for latest help options, including guided troubleshooting articles

Support – Device view

Based on the user’s location specification and choice of device, The Support options are displayed as “Support Resources” in the format


Diagnostics in HPSA

Where to find HP Diagnostics

Apart from HP PC Hardware Diagnostics, HP Support Assistant provides quick diagnostics to mitigate system restart time and check possible components in real-time, through the “Diagnostics & Tools” tab The 2 Prominent Hardware diagnostics highlighted here are “HP Network check” and “HP Battery check”

HP Network Check

Let’s start by performing “HP Network Check” either by selecting it from HP Support Assistant or from the browser Help tab. This test checks the Network Adapter and also the protocols in the line, including physical connectivity

HP Network Check can be launched from the “Diagnostics & Tool” tab from HP Support Assistant

HP Network Check can also be launched from the browser’s “Help” Tab

It is recommended to use Internet Explorer if user is

wishing to launch the utility from the browser

HP Network Check Welcome screen

• HP Network Check is an interactive Network connectivity Diagnosing and troubleshooting utility,provided by HP through HP Support Assistant

• HP Network check can be used to detect, diagnose and fix Network connectivity (both Wireless and Wired connections) on the computer in which HP Support Assistant is installed

Welcome to the HP Network Check !!

Network Diagnostics running screen

In the above snap we can notice after the starting the Diagnostics, HP Support Assistant’s “HP Network Check “ utility is performing the actions of collecting Network information, Diagnosing issues and also attempting to fix seamlessly

HP Network check is an interactive Diagnostics & troubleshooting utility :

HP Network check first checks for an active Network Connection, attempts to sort logical connectivity issues and also connectivity settings.

It also tries to fix the network adapter’s drivers if any issues are noticed there.

Subsequently, after performing all the OS-Network related

Troubleshooting if the issue still persists, It may make a few recommendations to the user when

required (Ref to the snap in the next slide)

Action screen

HP Support Assistant’s “HP Network check” attempts to perform automatic repair

wherever possible and issue it could fix .

Once the Automatic repair completes, a conclusion screen or summary screen is

displayed indicated if the issue was fixed or further checking is recommended .

In this case a re-check is required as the issue is still not fixed and a few recommendations

have been made: Reset your Broadband Modem or Router Ensure the Ethernet cable is connected

and the LED’s are on and blinking

Performing user actions

Interactive Network check : User Action recommended /Required

HP Network check utility is now waiting for the user to the perform the recommended actions

Upon clicking on “OK” the utility will run again and re check the settings and attempt to fix the network connectivity issue

Connection Status screen – issue fixed

HP Network check utility has now completed the diagnostics and is displaying the possible

root causes to the issue with the Repair status.

If issue still not fixed, the Possible Root causes summary would contain information what is the next recommended action and

users can follow accordingly or contact HP for additional support

Users can also click on Network information button additionally to understand the

Network Configuration and explore additional Network support options

Network Information screen

Users can check the Network information by clicking on the “Network information”, which display the current diagnostics and Network information in a Pop-up

Network status

Connectivity status of the system with the network adapter

Internet connectivity

Network status possibilities

Network status graphic

Adapter type N/A Wired Wire-less Wired Wire-less Wire-less Wire-less Wire-less Wire-less

Adapter connection None Good Good Good Signal 20-40%

Signal 40-60%

Signal 60-70%

Signal 70-80%

Signal 80-100%

Internet Connection None Valid Valid Valid Valid Valid Valid Valid Valid

1 2 3 4 5 6 7 8 9Top part

Bottom part

The above table indicates the possible Network Statuses that user may see in the graphical part of the diagnostics, with a description on the “Adapter connection”, “Adapter type“ and “Internet Connectivity”

Computer information & Network information

Ranked adapter preference when multiple networks active:1. Wired2. Wireless3. Mobile/dialup4. Generic/unknown

The computer and Network information screens provide information on the Wired, Wireless

Networks and the Computer’s current network configuration

Related tools – Computer; Network & Internet

The related tools option provide additional support options in configuring the Network

Setup on the computer

HP Battery Check

Another extremely useful Diagnostic utility is the “HP Battery Check”, from the HP Support Assistant which checks The HP NOTEBOOK battery’s health and prescribes necessary action if required

An HP NOTEBOOK’s BATTERY health, can be checked using 2 utilities :

Using the HP Support Assistant’s, “HP Battery Check” utility, (if the user has logged into the Operating system). – System doesn’t require a re-start

Using the HP PC Hardware Diagnostics-UEFI utility, requires a re-start of the system and the “F2” should be tapped immediately after re-start

Battery Check in progressNOTE : HP Battery Check is available and can only be used to check HP NOTEBOOK BATTERIES

Only the Primary and the Secondary Battery(if installed) can be checked

Upon clicking on the Battery check , the “Test in progress” screen will appear.

Users can click on the “STOP” button if they wish to stop the test immediately and can perform the test later

Battery Check complete – Status: OK (Basic view)

Battery Check complete – Calibrate or Replace

In the above snap we can notice that the Battery check has recommended battery calibration.

Users can click on the button “Click here to learn how to

calibrate your battery” to understand the procedure Performing Battery calibration fixes some of

the charging and battery back up issues

In the above snap we can notice that the Battery check has recommended a Replacement

Users are requested to captured the 24-digit Alpha-numeric failure ID displayed on screen while contacting HP for further support

HP Support Assistant- Frequently Asked Questions

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1. I don’t have HP Support Assistant installed on my PC. Where can I get it ?Ans: HP Support Assistant is normally pre-installed on HP OEM based OS on HP Machines. However, users can also download the HP Support Assistant tool from this link and install it like any other application.

2. HP Support Assistant is not launching properly and is crashing frequently . What could be done?Ans: Users could uninstall and reinstall the HP Support Assistant application from the Programs and Features to fix the issue. If issue still persists, download & install the latest version from this link

3. Can I install HP Support Assistant on a Non-HP PC?Ans: Yes, HP Support Assistant can be installed on Non-HP PC’s too, to manage connected HP devices like Printers, Scanners etc.

4. What is the latest version of HP Support Assistant available for download ?Ans: The latest HP Support Assistant version is v8.0 . However, users will be prompted to update to the latest version automatically as & when a new update is released. (Note: users should have configured to receive automatic software updates from HP)

5. Can I proactively monitor my computer’s Hard Drive health using the HP Support Assistant?Ans: Yes, users can navigate to the “Storage” button in “My Devices” and find out the health/SMART status of the Hard drives installed on that computer

6. How can HP Support Assistant help in managing HP Printers installed/connected to that PC ?Ans: HP Support can detect and inform users on the warranty, supplies level, provide required driver updates and also additional diagnostic tools to manage and maintain connected HP Printers effectively .

7. Can I add a non-HP Device into the HP Support Assistant Utility?Ans: HP Support can only identify, communicate with HP Devices for efficient device management and maintenance.

For additional information and FAQs, users can visit the HP SUPPORT ASSISTANT link by clicking here


Thank you


Diagnosing a Failed Hardware Component

diagnosing a failed hardware component - hph20431. · diagnostics through post (power on self...

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