HP Elite Dragonfly 13.5 Maintenance and Service Guide - Page 67

General troubleshooting steps, Identify the issue

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Table 6-1 Troubleshooting resources and their descriptions (continued) HP Resource Tool Description Subscribers Choice Allows you to sign up for HP product updates. HP Support Forums Provide discussions about HP products and issues. 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. 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. Link http://www8.hp.com/us/en/subscribe/ http://h30434.www3.hp.com/psg/ http://sawpro.atlanta.hp.com/km/saw/ home.do http://www.intel.com/ content/www/us/en/homepage.html http://www.amd.com http://www.nvidia.com General troubleshooting steps This section helps 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: You can ignore troubleshooting steps that do not apply to your issue. Table 6-2 Troubleshooting methodology and general troubleshooting steps Identify issue Analyze issue Resolve issue Verify solution 1. Understand the issue on page 59 2. Examine the environment on page 61 3. Perform a visual inspection of hardware on page 61 4. Update BIOS and drivers on page 62 5. Remove or uninstall recently added hardware, software on page 62 8. Hard reset on page 68 9. Soft reset (Default Settings) on page 69 Verify solution on page 72 6. HP Hardware Diagnostics and Tools on page 62 10. Reseat cables and connections on page 69 7. Status lights, blinking light codes, troubleshooting lights, and POST error messages on page 65 11. Test with minimum configuration on page 70 12. Test with verified working configuration (hardware or operating system) on page 71 13. Replace the system board on page 71 Identify the issue Use these guidelines to correctly determine the problem. 58 Chapter 6 Troubleshooting guide

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Table 6-1
Troubleshooting resources and their descriptions
(continued)
HP Resource Tool
Description
Link
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
This section helps 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:
You can ignore troubleshooting steps that do not apply to your issue.
Table 6-2
Troubleshooting methodology and general troubleshooting steps
Identify issue
Analyze issue
Resolve issue
Verify solution
1. Understand the issue
on
page
59
2. Examine the environment
on page
61
3. Perform a visual inspection
of hardware
on page
61
4. Update BIOS and drivers
on
page
62
5. Remove or uninstall recently
added hardware, software
on
page
62
6. HP Hardware Diagnostics and
Tools
on page
62
7. Status lights, blinking light
codes, troubleshooting lights, and
POST error messages
on page
65
8. Hard reset
on page
68
9. Soft reset (Default Settings)
on page
69
10. Reseat cables and connections
on page
69
11. Test with minimum
configuration
on
page
70
12. Test with
verified
working
configuration
(hardware or operating system)
on page
71
13. Replace the system board
on page
71
Verify solution
on
page
72
Identify the issue
Use these guidelines to correctly determine the problem.
58
Chapter 6
Troubleshooting guide