HP ZBook Studio x360 Maintenance and Service Guide - Page 87

Resources, General troubleshooting steps

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Resources HP Resource Tool Description Link HP Elite Support Provides live HP Premium support (available 24/7) to Elite computers. http://www8.hp.com/us/en/ads/eliteproducts/overview.html HP Support Center Provides important support, such as warranty, support http://h20565.www2.hp.com/portal/ cases, drivers, Customer Advisories, Customer and site/hpsc Security Bulletins, and Product Change Notices. Subscribers Choice Allows you to sign up for HP product updates. http://www8.hp.com/us/en/subscribe/ HP Support Forums Provide discussions about HP products and issues. http://h30434.www3.hp.com/psg/ Service Access Workbench (SAW) (Available for technicians and Business Partners only) Provides navigable content intended for use by internal and outsourced call center staff and can be a resource for support and product division professionals. http://sawpro.atlanta.hp.com/km/saw/ home.do Vendors' web sites Provide additional information for associated components such as Intel (processor, WLAN), Microsoft (Windows 7/8/10), AMD/NVidia (GPU), and so on. http://www.intel.com/ content/www/us/en/homepage.html http://www.microsoft.com http://www.amd.com http://www.nvidia.com General troubleshooting steps A basic logic should be used when troubleshooting computer issues. This section will help you become familiar with troubleshooting methodology and efficiently resolve problems. Proceed through the steps in the following table until the issue is resolved, and then move on to the next step that is relevant to the issue. For example, if you resolve a memory issue using the HP PC Diagnostics (UEFI) tool in step 6, you can then move on to step 10 to reseat the memory into its memory slot. NOTE: General troubleshooting steps do not have to be followed in a specific order if an issue does not apply. Table 6-1 Troubleshooting methodology and general troubleshooting steps Identify issue Analyze issue Resolve issue Verify solution 1. Understand the issue on page 76 2. Examine the environment on page 78 3. Perform a visual inspection of hardware on page 79 4. Update BIOS and drivers on page 79 5. Remove or uninstall recently added hardware, software on page 79 6. HP Hardware Diagnostics and Tools on page 80 7. Status lights, blinking light codes, troubleshooting lights, and POST error messages on page 84 8. Hard reset on page 86 9. Soft reset (Default Settings) on page 87 10. Reseat cables and connections on page 87 11. Test with minimum configuration on page 88 12. Test with verified working configuration (hardware and/or operating system) on page 89 13. Replace the system board on page 89 Verify solution on page 90 Resources 75

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Resources
HP Resource Tool
Description
Link
HP Elite Support
Provides live HP Premium support (available 24/7) to
Elite computers.
us/en/ads/elite-
products/overview.html
HP Support Center
Provides important support, such as warranty, support
cases, drivers, Customer Advisories, Customer and
Security Bulletins, and Product Change Notices.
portal/
site/hpsc
Subscribers Choice
Allows you to sign up for HP product updates.
us/en/subscribe/
HP Support Forums
Provide discussions about HP products and issues.
psg/
Service Access Workbench (SAW)
(Available for technicians and
Business Partners only)
Provides navigable content intended for use by
internal and outsourced call center
staff
and can be a
resource for support and product division
professionals.
km/saw/
home.do
Vendors’ web sites
Provide additional information for associated
components such as Intel (processor, WLAN), Microsoft
(Windows 7/8/10), AMD/NVidia (GPU), and so on.
content/www/us/en/homepage.html
General troubleshooting steps
A basic logic should be used when troubleshooting computer issues. This section will help you become
familiar with troubleshooting methodology and
efficiently
resolve problems. Proceed through the steps in the
following table until the issue is resolved, and then move on to the next step that is relevant to the issue. For
example, if you resolve a memory issue using the HP PC Diagnostics (UEFI) tool in step 6, you can then move
on to step 10 to reseat the memory into its memory slot.
NOTE:
General troubleshooting steps do not have to be followed in a
specific
order if an issue does not
apply.
Table 6-1
Troubleshooting methodology and general troubleshooting steps
Identify issue
Analyze issue
Resolve issue
Verify solution
1. Understand the issue
on page
76
2. Examine the environment
on page
78
3. Perform a visual inspection
of hardware
on page
79
4. Update BIOS and drivers
on page
79
5. Remove or uninstall recently
added hardware, software
on page
79
6. HP Hardware Diagnostics and
Tools
on page
80
7. Status lights, blinking light
codes, troubleshooting lights,
and POST error messages
on page
84
8. Hard reset
on page
86
9. Soft reset (Default Settings)
on page
87
10. Reseat cables and connections
on page
87
11. Test with minimum
configuration
on page
88
12. Test with
verified
working
configuration
(hardware and/or operating
system)
on page
89
13. Replace the system board
on page
89
Verify solution
on page
90
Resources
75