HP Elite Dragonfly 13.5 Maintenance and Service Guide - Page 94

Blue screen, Use this information to troubleshoot blue screen issues.

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Table 6-19 Issues, possible causes, and fixes (continued) Items Procedures e. Remove old thermal compound and pads and replace with new compound and pads. 2. Verify thermal solution: ○ Use Thermal Monitor tool (available only to authorized service providers/ technicians) to perform stress test (processor and GPU) (6. HP Hardware Diagnostics and Tools on page 62), and verify that thermal sensors are within limits after thermal condition is serviced. Hardware-related issue 1. Check for any signs of loose connections, bent pins, stray wires, dust, nearly faulty parts (bulging/leaking capacitor). 2. Verify that lights are solid. 3. If shutdown is reproducible, test essential hardware configuration: a. If no issue with hardware configuration, reinstall one nonessential component at a time to determine faulty hardware. b. If issue persists, replace essential hardware with a confirmed working part, one at a time. If the computer does not boot, replace system board. Tips Intermittent issues are difficult to reproduce and troubleshoot. It is important to record details about shutdown frequencies, system configuration (3D video application), and operating conditions. Blue screen Use this information to troubleshoot blue screen issues. Table 6-20 Issues, possible causes, and fixes Items Procedures Symptoms ● Have power, light activity, fan spinning ● HP Logo displays briefly ● Fails to boot into Windows operating system, displays blue screen, and then crashes, restarts, or stops responding Possible causes Recent changes: conflict of instructions from multiple programs or just added hardware. Incompatible hardware and driver. Poor connection (hard drive, memory). Hardware malfunctioning due to overheating (GPU, processor). Important Notes & Resources Defective hardware (memory, hard drive). Troubleshooting steps There are many different ways to troubleshoot a blue screen error. Therefore, you need to identify working configuration and specific symptoms of the failure to narrow down the issue. See Blue screen (BSOD) error on page 109. Blue screen 85

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Table 6-19
Issues, possible causes, and fixes
(continued)
Items
Procedures
e.
Remove old thermal compound and pads and replace with new compound and
pads.
2.
Verify thermal solution:
○
Use Thermal Monitor tool (available only to authorized service providers/
technicians) to perform stress test (processor and GPU) (
6. HP Hardware
Diagnostics and Tools
on page
62
), and verify that thermal sensors are within
limits after thermal condition is serviced.
Hardware-related issue
1.
Check for any signs of loose connections, bent pins, stray wires, dust, nearly faulty
parts (bulging/leaking capacitor).
2.
Verify that lights are solid.
3.
If shutdown is reproducible, test essential hardware configuration:
a.
If no issue with hardware configuration, reinstall one nonessential component at a
time to determine faulty hardware.
b.
If issue persists, replace essential hardware with a confirmed working part, one at
a time. If the computer does not boot, replace system board.
Tips
Intermittent issues are difficult to reproduce and troubleshoot. It is important to record
details about shutdown frequencies, system configuration (3D video application), and
operating conditions.
Blue screen
Use this information to troubleshoot blue screen issues.
Table 6-20
Issues, possible causes, and fixes
Items
Procedures
Symptoms
●
Have power, light activity, fan spinning
●
HP Logo displays briefly
●
Fails to boot into Windows operating
system, displays blue screen, and then
crashes, restarts, or stops responding
Possible causes
Recent changes: conflict of instructions from multiple programs or just added
hardware.
Incompatible hardware and driver.
Poor connection (hard drive, memory).
Hardware malfunctioning due to overheating (GPU, processor).
Defective hardware (memory, hard drive).
Important Notes & Resources
Troubleshooting steps
There are many different ways to troubleshoot a blue screen error. Therefore, you
need to identify working configuration and specific symptoms of the failure to
narrow down the issue. See
Blue screen (BSOD) error
on page
109
.
Blue screen
85