HP Elite Dragonfly 13.5 Maintenance and Service Guide - Page 116

Hard drive or solid-state drive not recognized, operating system to troubleshoot the problem.

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● If any test fails, record failure code and contact support for instructions about how to order a replacement hard drive. ● If all of the tests pass, the hard drive is not damaged. As a rule, HP will not replace a hard drive under warranty that does not fail the HP Hard Drive Self-Test. ● If there is no physical problem with the hard drive (or memory), then try reinstalling the Windows operating system to troubleshoot the problem. Hard drive or solid-state drive not recognized Use this information to troubleshoot storage device issues. Table 6-46 Issues, possible causes, and fixes Items Procedures Symptom Possible causes Hard drive is not recognized during POST Loose connection, faulty hard drive, faulty drive configuration/BIOS setting. Troubleshooting steps 1. Perform a hard reset (8. Hard reset on page 68). 2. Reset BIOS to default. 3. Verify hard drive connection and flex cable. Reseat hard drive and cable connection. For multiple storage devices, keep the primary drive with the operating system and remove other devices. 4. Use the HP Hardware Diagnostics tool to verify that the drive is recognized and test it. 5. If the hard drive fails diagnostics, record failure and have the drive replaced. 6. Identify when the issue is related to software. If the hard drive passes diagnostics, test the drive on a verified working computer. If the failure follows the drive, reinstall the operating system to be sure that software is not an issue. Hard drive or solid-state drive not recognized 107

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●
If any test fails, record failure code and contact support for instructions about how to order a
replacement hard drive.
●
If all of the tests pass, the hard drive is not damaged. As a rule, HP will not replace a hard drive under
warranty that does not fail the HP Hard Drive Self-Test.
●
If there is no physical problem with the hard drive (or memory), then try reinstalling the Windows
operating system to troubleshoot the problem.
Hard drive or solid-state drive not recognized
Use this information to troubleshoot storage device issues.
Table 6-46
Issues, possible causes, and fixes
Items
Procedures
Symptom
Hard drive is not recognized during
POST
Possible causes
Loose connection, faulty hard drive, faulty drive configuration/BIOS setting.
Troubleshooting steps
1.
Perform a hard reset (
8. Hard reset
on page
68
).
2.
Reset BIOS to default.
3.
Verify hard drive connection and flex cable. Reseat hard drive and cable connection. For
multiple storage devices, keep the primary drive with the operating system and remove
other devices.
4.
Use the HP Hardware Diagnostics tool to verify that the drive is recognized and test it.
5.
If the hard drive fails diagnostics, record failure and have the drive replaced.
6.
Identify when the issue is related to software. If the hard drive passes diagnostics, test
the drive on a verified working computer. If the failure follows the drive, reinstall the
operating system to be sure that software is not an issue.
Hard drive or solid-state drive not recognized
107