HP Elite Dragonfly 13.5 Maintenance and Service Guide - Page 81

Verify solution, Helpful Hints, At startup

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● The information provided about the issue omits key details, including any actions taken before the issue occurred. ● BIOS, software, and drivers have not been updated. ● Cables or connections are loose. ● Technician is unaware of information available from the HP Support website (CA - Customer Advisory). ● The issue is related to existing or known issues that might be identified in existing support articles. ● Technician might have omitted steps in the provided repair instructions (for example, Spare Part Replacement Instructions). ● Skipping one of steps from Troubleshooting Methodology table results in No Defect Found (NDF)/No Fault Found (NFF)/No Issue Detected (NID) messages. Verify solution Confirm that the implemented solution works. ● Reboot the system or device, and try to complete the task that produced the issue. ● If a part has been replaced, verify other basic functions. For example, GPU replacement requires keyboard removal. Therefore, it is good practice to verify all basic components to be sure that the solution is complete. ● 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 and verify that it is supported on your system. 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. 72 Chapter 6 Troubleshooting guide

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●
The information provided about the issue omits key details, including any actions taken before the issue
occurred.
●
BIOS, software, and drivers have not been updated.
●
Cables or connections are loose.
●
Technician is unaware of information available from the HP Support website (CA - Customer Advisory).
●
The issue is related to existing or known issues that might be identified in existing support articles.
●
Technician might have omitted steps in the provided repair instructions (for example, Spare Part
Replacement Instructions).
●
Skipping one of steps from Troubleshooting Methodology table results in No Defect Found (NDF)/No
Fault Found (NFF)/No Issue Detected (NID) messages.
Verify solution
Confirm that the implemented solution works.
●
Reboot the system or device, and try to complete the task that produced the issue.
●
If a part has been replaced, verify other basic functions. For example, GPU replacement requires keyboard
removal. Therefore, it is good practice to verify all basic components to be sure that the solution is
complete.
●
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
. 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
and verify that it is supported on your system.
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.
72
Chapter 6
Troubleshooting guide