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Using HP PC Hardware Diagnostics

You can use the HP PC Hardware Diagnostics utility to determine whether your computer hardware is running

properly. The three versions are HP PC Hardware Diagnostics Windows, HP PC Hardware Diagnostics UEFI

(Unified Extensible Firmware Interface), and (for select products only) Remote HP PC Hardware Diagnostics

UEFI, a firmware feature.

Using HP PC Hardware Diagnostics Windows (select products

only)

HP PC Hardware Diagnostics Windows is a Windows-based utility that allows you to run diagnostic tests to

determine whether the computer hardware is functioning properly. The tool runs within the Windows

operating system to diagnose hardware failures.
If HP PC Hardware Diagnostics Windows is not installed on your computer, first you must download and install

it. To download HP PC Hardware Diagnostics Windows, see

Downloading HP PC Hardware Diagnostics

Windows on page 25

Using an HP PC Hardware Diagnostics Windows hardware failure ID code

When HP PC Hardware Diagnostics Windows detects a failure that requires hardware replacement, a 24-digit

Failure ID code is generated.

▲

Depending on the instructions on the screen, choose one of these options:

●

If failure ID link is displayed, select the link and follow the on-screen instructions.

●

If instructions for calling support are displayed. Follow those instructions.

Accessing HP PC Hardware Diagnostics Windows

After HP PC Hardware Diagnostics Windows is installed, you can access it from the Start menu or HP Support

Assistant.

Accessing HP PC Hardware Diagnostics Windows from the Start menu

After HP PC Hardware Diagnostics Windows is installed, follow these steps to access it.

Select the Start button.

Right-click HP PC Hardware Diagnostics for Windows, select More, and then select Run as

administrator.

When the tool opens, select the type of diagnostic test that you want to run, and then follow the on-

screen instructions.

NOTE:

To stop a diagnostic test, select Cancel.

Accessing HP PC Hardware Diagnostics Windows from Support Assistant

After HP PC Hardware Diagnostics Windows is installed, follow these steps to access it from HP Support

Assistant.

Chapter 8 Using HP PC Hardware Diagnostics

Содержание 11Q98EA#ABU

Страница 1: ...User Guide SUMMARY This guide provides information about components computer setup backing up and more ...

Страница 2: ... October 2020 Part number M18842 002 Product notice This guide describes features that are common to most products Some features may not be available on your computer Not all features are available in all editions or versions of Windows Systems may require upgraded and or separately purchased hardware drivers software or BIOS update to take full advantage of Windows functionality See http www micr...

Страница 3: ...rovide reasonable protection against harmful interference when the equipment is operated in a commercial environment This equipment generates uses and can radiate radio frequency energy and if not installed and used in accordance with the instruction manual may cause harmful interference to radio communications Operation of this equipment in a residential area is likely to cause harmful interferen...

Страница 4: ...iv Warning notices ...

Страница 5: ...ry IMPORTANT Indicates information considered important but not hazard related for example messages related to property damage Warns the user that failure to follow a procedure exactly as described could result in loss of data or in damage to hardware or software Also contains essential information to explain a concept or to complete a task NOTE Contains additional information to emphasize or supp...

Страница 6: ...vi About this guide ...

Страница 7: ...ponents 11 Security 11 Product recycling 11 4 Backing up restoring and recovering 12 Backing up information and creating recovery media 12 Using Windows tools for backing up 12 Using the HP Cloud Recovery Download Tool to create recovery media select products only 12 Restoring and recovering your system 12 Creating a system restore 13 Restoring and recovery methods 13 Recovering using HP Recovery ...

Страница 8: ...ustomer support for computers 22 Advisories or bulletins and notices 22 Product Change Notifications 22 Calling support 22 Locating warranty information 23 8 Using HP PC Hardware Diagnostics 24 Using HP PC Hardware Diagnostics Windows select products only 24 Using an HP PC Hardware Diagnostics Windows hardware failure ID code 24 Accessing HP PC Hardware Diagnostics Windows 24 Accessing HP PC Hardw...

Страница 9: ...ame or number 28 Customizing Remote HP PC Hardware Diagnostics UEFI settings 28 9 Computer operating guidelines routine care and shipping preparation 29 Operating guidelines and routine care 29 Cleaning your computer 29 Removing dirt and debris from your computer 29 Cleaning your computer with a disinfectant 30 Shipping preparation 31 10 Electrostatic discharge 32 11 Accessibility 33 HP and access...

Страница 10: ...HP links 37 Contacting support 37 Index 38 x ...

Страница 11: ...ard is located on the inside of the chassis Additional information is located in the computer Maintenance and Service Guide on the web at http www hp com support Follow the instructions to find your product and then select Manuals Serial number Agency Environmental and operating system labels The serial number Agency Environmental and operating system labels might be on the bottom of the computer ...

Страница 12: ...umentation go to http www hp com support and follow the instructions to find your product Then select Manuals The documentation includes this user guide and the Maintenance and Service Guide Product notifications Subscriber s Choice is an HP program that allows you to sign up to receive driver and software alerts proactive change notifications PCNs the HP newsletter customer advisories and more Si...

Страница 13: ...ce Guide at http www hp com support Follow the instructions to find your product and then select Manuals Product updates To locate resources that provide product updates use this table Table 1 5 Where to find product updates Topic Location Driver and BIOS updates Go to http www hp com support and select Software and Drivers to verify that you have the latest drivers for the computer Operating syst...

Страница 14: ...ce while the computer is on PCIe card brackets Installation and removal of rack mounting rails on the side of the computer NOTE Details of these additional features are in the Maintenance Service Guide for your computer which is available on the HP website Front To identify the front panel components use this illustration and table NOTE Your computer model might look slightly different from the il...

Страница 15: ... with HP Sleep and Charge 12 Hard drive pull handle NOTE You cannot remove or replace hard drives while the computer is on 6 USB SuperSpeed port 13 Hard drive pull handle eject button 7 USB Type C ports 2 14 System locator light Table 2 2 Front components and their descriptions Item Icon Component Item Icon Component 1 Rack pull screw 8 System locator light 2 Power button 9 Power supply release bu...

Страница 16: ...r light 7 Memory card reader select products only Rear To identify the rear panel components use this illustration and table NOTE Your computer model might look slightly different from the illustration in this section Table 2 3 Rear components and their descriptions Item Icon Component Item Icon Component 1 Power connector 4 Power button 2 Power connector 5 USB ports 2 3 RJ 45 network jacks 2 NOTE...

Страница 17: ...roduct ID number that are located on a pullout tag on the front of the computer Keep these numbers available when contacting customer service for assistance Product specifications Read this section to learn where to find the technical specifications about your computer To find the QuickSpecs for your product go to http www hp com go quickspecs and then click the link Click Search all QuickSpecs ty...

Страница 18: ... the minimum for all computer models NOTE Your computer might look slightly different from the illustration in this section WARNING Be sure that the ambient air temperature is within specified limits To locate specifications for your computer see Product specifications on page 7 WARNING For cabinet installation ensure adequate cabinet ventilation and be sure that the ambient temperature within the...

Страница 19: ...uter but only one is in use at a time If the power supply currently in use fails the computer automatically switches to the second power supply Augmented Two power supplies are installed in the computer and both are in use at the same time NOTE Do not use your computer as a desktop model Instead install it in a rack where its operational sounds do not disturb a quiet environment NOTE Your computer...

Страница 20: ...hen attach the rear of the glides with screws 2 3 Slide the computer into the rack being sure to place the glides into the rails 4 Secure the computer in the rack by turning the rack pull screws clockwise until tight 5 Connect the power cords to the computer 10 Chapter 3 Setting up the rack rail select products only and computer ...

Страница 21: ...d processor on your computer To view component installation videos go to https supportvideos ext hp com category videos parts replacement and upgrades For installation guidelines and technical information see the Maintenance and Service Guide for your computer at http www hp com support Follow the instructions to find your product and then select Manuals Security Some HP computers have a lock on t...

Страница 22: ...age is 32 GB or less Microsoft System Restore is disabled by default Using the HP Cloud Recovery Download Tool to create recovery media select products only You can use the HP Cloud Recovery Download Tool to create HP Recovery media on a bootable USB flash drive For details Go to http www hp com support search for HP Cloud Recovery and then select the result that matches the type of computer that ...

Страница 23: ...reated on a bootable USB flash drive using the HP Cloud Recovery Download Tool For details see Using the HP Cloud Recovery Download Tool to create recovery media select products only on page 12 NOTE If you cannot create recovery media yourself contact support to obtain recovery discs Go to http www hp com support select your country or region and then follow the on screen instructions To recover y...

Страница 24: ...n follow the on screen instructions Using HP Sure Recover select products only Select computer models are configured with HP Sure Recover a PC OS recovery solution built into the hardware and software HP Sure Recover can fully restore the HP OS image without installed recovery software Using HP Sure Recover an administrator or user can restore the system and install Latest version of the operating...

Страница 25: ... Hat Enterprise Linux RHEL Various versions of RHEL are certified and supported by Red Hat on HP computers For details of RHEL support for a particular platform see the Linux Hardware Matrix for HP Workstations at http www hp com support linux_hardware_matrix For information about Red Hat certifications on HP computers go to https access redhat com ecosystem select Certified Hardware and then foll...

Страница 26: ...ietary graphics drivers In cases of unusable display screens HP recommends that the nomodeset option be added to the kernel boot parameters to suppress mode setting driver behavior and prioritize the use of alternate compatible display drivers You can usually edit the persistent inclusion of this parameter in cases of the grub family of boot loaders into kernel boot parameters in configuration fil...

Страница 27: ...nt BIOS version 1 Press esc during startup 2 Press f10 to enter Computer Setup F10 3 Select Main and then select System Information Note the Computer System BIOS version NOTE For procedures for upgrading the BIOS as well as the Computer Setup F10 BIOS Menu settings see the Maintenance and Service Guide at http www hp com support Follow the instructions to find your product and then select Manuals ...

Страница 28: ...en your device and your HP computer If you did not purchase your device from HP HP recommends that you go to the HP website first to see if your device and its drivers have been tested for HP computer compatibility If no driver is available go to the device manufacturer s website to download the latest drivers To upgrade device drivers 1 Go to http www hp com support and select your product 2 Foll...

Страница 29: ...roubleshooting approach Visual inspection Blink or beep codes Basic troubleshooting including HP PC Hardware Diagnostics HP support System restore and recovery These troubleshooting strategies are explained in the following sections For more information For more troubleshooting information read this section You can find more troubleshooting information in the comprehensive Maintenance and Service ...

Страница 30: ... a few seconds and then plug it in again If the system does not restart press the power button Be sure that all required device drivers are installed For example if you connect a printer you must install a printer driver If you are working on a network use another cable to plug your computer into the network connection If you still cannot connect there might be a problem with the network plug If y...

Страница 31: ... a monitor that you know is functioning properly If your monitor is connected with a cable adapter for example DP to DVI adapter replace the adapter with one that you know is functioning properly If you are working on a network Use a different network cable to connect your computer to the network Connect a different computer with a different cable to the network If your problem is not resolved the...

Страница 32: ...n issue that requires support Before you call support take these actions to prepare Have the computer readily accessible Write down the computer serial number product number model name and model number and have them in front of you This information is provided on labels The labels might be on the bottom of the computer on the rear panel of the computer or under the service door Note any applicable...

Страница 33: ...lect HP Documentation or 2 Go to http www hp com go orderdocuments IMPORTANT You must be connected to the internet to access the latest version of the warranty HP Care Pack Services offer upgraded service levels to extend and expand a standard product warranty NOTE For sales information and warranty upgrades HP Care Packs call your local authorized service provider or dealer If you encounter issue...

Страница 34: ...are Diagnostics Windows detects a failure that requires hardware replacement a 24 digit Failure ID code is generated Depending on the instructions on the screen choose one of these options If failure ID link is displayed select the link and follow the on screen instructions If instructions for calling support are displayed Follow those instructions Accessing HP PC Hardware Diagnostics Windows Afte...

Страница 35: ...or a USB flash drive The tool downloads to the selected location Downloading the HP PC Hardware Diagnostics Windows from the Microsoft Store You can download the HP PC Hardware Diagnostics Windows from the Microsoft Store 1 Select the Microsoft Store app on your desktop or enter Microsoft Store in the taskbar search box 2 Enter HP PC Hardware Diagnostics Windows in the Microsoft Store search box 3...

Страница 36: ...can use HP PC Hardware Diagnostics UEFI to diagnose hardware issues Using an HP PC Hardware Diagnostics UEFI hardware failure ID code When HP PC Hardware Diagnostics UEFI detects a failure that requires hardware replacement a 24 digit Failure ID code is generated For assistance in solving the problem Select Contact HP accept the HP privacy disclaimer and then use a mobile device to scan the Failur...

Страница 37: ...tp www hp com go techcenter pcdiags The HP PC Diagnostics home page is displayed 2 Select Download HP Diagnostics UEFI and then select Run Downloading HP PC Hardware Diagnostics UEFI by product name or number select products only You can download HP PC Hardware Diagnostics UEFI by product name or number select products only to a USB flash drive NOTE For some products you might have to download the...

Страница 38: ...or the product Customizing Remote HP PC Hardware Diagnostics UEFI settings Using the Remote HP PC Hardware Diagnostics setting in Computer Setup BIOS you can perform several customizations Set a schedule for running diagnostics unattended You can also start diagnostics immediately in interactive mode by selecting Execute Remote HP PC Hardware Diagnostics Set the location for downloading the diagno...

Страница 39: ...us operating guidelines still apply Keep liquids away from the computer and keyboard Never cover the ventilation slots on the monitor with any type of material Install or enable power management functions of the operating system or other software including sleep states Turn off the computer before you do either of the following tasks Wipe the exterior of the computer with a soft damp cloth as need...

Страница 40: ...ad of harmful bacteria and viruses Cleaning your computer with a disinfectant The World Health Organization WHO recommends cleaning surfaces followed by disinfection as a best practice for preventing the spread of viral respiratory illnesses and harmful bacteria After cleaning the external surfaces of your computer using the steps in Removing dirt and debris from your computer on page 29 you might...

Страница 41: ...your hands immediately after you remove the gloves Shipping preparation If you have to ship your computer follow these tips to keep your equipment safe 1 Back up the hard drive files to an external storage device Be sure that the backup media is not exposed to electrical or magnetic impulses while stored or in transit NOTE The hard drive locks automatically when the system power is turned off 2 Re...

Страница 42: ...to a drive or loss of information observe these precautions If removal or installation instructions direct you to unplug the computer first be sure that it is properly grounded Keep components in their electrostatic safe containers until you are ready to install them Avoid touching pins leads and circuitry Handle electronic components as little as possible Use nonmagnetic tools Before handling com...

Страница 43: ...n produce and market products and services that can be effectively used by everyone including people with disabilities either on a stand alone basis or with appropriate assistive devices To achieve that goal this Accessibility Policy establishes seven key objectives to guide HP actions All HP managers and employees are expected to support these objectives and their implementation in accordance wit...

Страница 44: ...e Assessing your needs Technology can unleash your potential Assistive technology removes barriers and helps you create independence at home at work and in the community Assistive technology AT helps increase maintain and improve the functional capabilities of electronic and information technology You can choose from many AT products Your AT assessment should allow you to evaluate several products...

Страница 45: ...rmation and applications computers telecommunications products video and multimedia and self contained closed products Mandate 376 EN 301 549 The European Union created the EN 301 549 standard within Mandate 376 as an online toolkit for public procurement of ICT products The standard specifies the accessibility requirements applicable to ICT products and services with a description of the test pro...

Страница 46: ...for information or contacts you encounter on the Internet Listing on this page does not imply endorsement by HP Organizations These organizations are a few of the many that provide information about disabilities and age related limitations American Association of People with Disabilities AAPD The Association of Assistive Technology Act Programs ATAP Hearing Loss Association of America HLAA Informa...

Страница 47: ...limitations Our contact webform HP comfort and safety guide HP public sector sales Contacting support HP offers technical support and assistance with accessibility options for customers with disabilities NOTE Support is in English only Customers who are deaf or hard of hearing who have questions about technical support or accessibility of HP products Use TRS VRS WebCapTel to call 877 656 7058 Mond...

Страница 48: ...ostics Windows accessing 24 downloading 25 installing 26 using 24 HP Recovery media recovery 13 HP resources 1 HP Sure Recover 14 I International Association of Accessibility Professionals 34 L links contact information for HP US 21 HP Customer Self Repair 20 Linux Hardware Matrix for HP computers 15 Red Hat Certification 15 SUSE certification bulletin search page 15 Ubuntu 16 Linux proprietary gr...

Страница 49: ...pection 19 turning off computer 19 U Ubuntu HP driver disc 16 setup 15 updates 3 updating the computer 17 upgrading device drivers 18 URLs contact information for HP US 21 HP Customer Self Repair 20 Linux Hardware Matrix for HP computers 15 Red Hat Certification 15 SUSE certification bulletin search page 15 Ubuntu 16 V ventilation guidelines 29 W warning notices iii warranty information 23 Windows...

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