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●
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 they can locate it on http://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 might
save them time calling in.
●
Document the correct issue. Update the case with as many details as possible for other agents and
engineers to analyze and study for lessons learned.
Helpful Hints
After you become familiar with the troubleshooting steps, use the helpful hints before running
diagnostics and troubleshooting.
At startup
These steps provide simple, useful checks that you can perform when troubleshooting.
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 you use a dock.
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.
During operation
The following steps provide simple, useful checks that you can perform when troubleshooting.
1.
To wake the computer:
a.
Press the power button or any key on the keyboard.
b.
If the system remains in the Sleep (Windows), Suspend (Linux), or Hibernate state, shut down the
system by pressing and holding the power button for at least 4 seconds.
c.
If the system does not shut down, unplug the power cord, wait a few seconds, and then plug it in
again. Press the power button again to restart the system.
2.
Look for blinking lights on the computer. The blinking lights could be error codes that help diagnose
the problem.
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Chapter 6 Troubleshooting guide
and verify that it is supported on your system.
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Table of Contents
Troubleshooting
