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Troubleshooting, Computer does not start

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8 Troubleshooting The following tables present some issues you might encounter while installing, starting up, or using your computer and suggest possible solutions. For more information or for additional troubleshooting options, go to http://www.hp.com/support, and follow the instructions to find your product. NOTE: If you have problems using any peripheral devices such as a monitor or a printer with your computer, refer to the documentation provided by the product manufacturer for more extensive troubleshooting. Computer does not start Table 8-1 Computer symptoms and solutions Symptom Possible solution Error message: hard drive error 1. Restart the computer. a. Press ctrl+alt+delete. b. Select the Power icon, and then select Restart. - or - Press and hold the power button on the computer for 5 or more seconds to turn off the computer, and then press the button to turn on the computer. 2. If Windows opens, immediately back up all important data to a backup hard drive. 3. Contact support (regardless of whether Windows started or not). Computer will not turn Be sure that the cables connecting the computer to the AC outlet are plugged in properly. The green power supply light on on or start the computer should be on. If it is not, try a different AC outlet. If you are still having trouble, contact support. Be sure that the operating voltage of the AC outlet is appropriate for the electrical voltage of the computer. Test the AC outlet by plugging a different electrical device into it. If possible, remove any outlet filters and stabilizers, and then insert the power plug directly into the AC outlet. Disconnect all peripheral devices. Press and hold the power button down for at least 15 seconds until the computer turns off. Then press the power button again to turn on the computer. If the monitor screen is blank, the monitor might not be properly connected. Connect the monitor to the computer, plug the power cord into an AC outlet, and then turn the monitor on. See Monitor (select products only) on page 27. Computer is not responding 1. Press ctrl+alt+delete. 2. Select Task Manager. 3. Select any programs that are not responding, and then select End task. If closing programs does not resolve the problem, restart the computer. 1. Press ctrl+alt+delete. 2. Select the Power icon, and then select Restart. - or - 26 Chapter 8 Troubleshooting

Section	Page
Getting information	9
Getting to know your computer	11
Locating hardware	11
Locating software	11
Setting up your computer	11
Adjusting Low Blue Light Mode (select products only)	12
Shutting down (turning off) the computer	12
USB ports	13
Connecting to a network	15
Connecting to a wireless network	15
Using the wireless controls	15
Airplane mode key	15
Operating system controls	15
Connecting to a WLAN	16
Using HP Mobile Broadband (select products only)	17
Using GPS (select products only)	17
Using Bluetooth wireless devices (select products only)	17
Connecting Bluetooth devices	18
Connecting to a wired network—LAN (select products only)	18
Enjoying entertainment features	19
Using the camera	19
Using audio	19
Connecting speakers	19
Connecting headphones	19
Connecting a microphone	20
Connecting headsets	20
Using sound settings	20
Using video	20
Connecting a DisplayPort device using a USB Type-C cable (select products only)	21
Connecting a Thunderbolt device using a USB Type-C cable (select products only)	22
Connecting video devices by using a VGA cable (select products only)	23
Connecting video devices using an HDMI cable (select products only)	24
Setting up HDMI audio	24
Connecting digital display devices using a Dual-Mode DisplayPort cable (select products only)	25
Discovering and connecting to Miracast-compatible wireless displays (select products only)	26
Using data transfer	26
Connecting devices to a USB Type-C port (select products only)	26
Navigating the screen	27
Using touch gestures (select products only)	27
Using the keyboard and mouse	27
Using the action keys or hot keys	27
Action keys	27
Maintaining your computer	29
Improving performance	29
Using Disk Defragmenter	29
Using Disk Cleanup	29
Using HP 3D DriveGuard (select products only)	29
Identifying HP 3D DriveGuard status	30
Updating programs and drivers	30
Updating using Windows 10	30
Updating using Windows 10 S	30
Cleaning your computer	30
Cleaning procedures	31
Cleaning the display	31
Cleaning the sides or cover	31
Cleaning the keyboard or mouse (select products only)	31
Traveling with or shipping your computer	31
Securing your computer and information	33
Computer security features	33
Troubleshooting	34
Computer does not start	34
Power	35
Monitor (select products only)	35
Keyboard and mouse (with cable)	36
Keyboard and mouse (wireless)	36
Speakers and sound	36
Internet access	37
Software troubleshooting	38
Using HP PC Hardware Diagnostics	40
Using HP PC Hardware Diagnostics Windows (select products only)	40
Downloading HP PC Hardware Diagnostics Windows	40
Downloading the latest HP PC Hardware Diagnostics Windows version	41
Downloading HP Hardware Diagnostics Windows by product name or number (select products only)	41
Installing HP PC Hardware Diagnostics Windows	41
Using HP PC Hardware Diagnostics UEFI	41
Starting HP PC Hardware Diagnostics UEFI	42
Downloading HP PC Hardware Diagnostics UEFI to a USB flash drive	42
Downloading the latest HP PC Hardware Diagnostics UEFI version	42
Downloading HP PC Hardware Diagnostics UEFI by product name or number (select products only)	42
Using Remote HP PC Hardware Diagnostics UEFI settings (select products only)	43
Downloading Remote HP PC Hardware Diagnostics UEFI	43
Downloading the latest Remote HP PC Hardware Diagnostics UEFI version	43
Downloading Remote HP PC Hardware Diagnostics UEFI by product name or number	43
Customizing Remote HP PC Hardware Diagnostics UEFI settings	43
Backing up, restoring, and recovering	45
Backing up information and creating recovery media	45
Using Windows tools	45
Using the HP Cloud Recovery Download Tool to create recovery media (select products only)	45
Restoring and recovery	46
Restoring, resetting, and refreshing using Windows tools	46
Recovering using HP Recovery media	46
Changing the computer boot order	46
Specifications	47
Operating specifications	47
Electrostatic discharge	48
Accessibility	49
HP and accessibility	49
Finding the technology tools you need	49
The HP commitment	49
International Association of Accessibility Professionals (IAAP)	50
Finding the best assistive technology	50
Assessing your needs	50
Accessibility for HP products	50
Standards and legislation	51
Standards	51
Mandate 376 – EN 301 549	51
Web Content Accessibility Guidelines (WCAG)	51
Legislation and regulations	52
Useful accessibility resources and links	52
Organizations	52
Educational institutions	52
Other disability resources	52
HP links	53
Contacting support	53
Support information	54
How to get help	54
Where to get help	54
Customer support for repairs	55
Before upgrading your hardware	55

Match case Limit results 1 per page

Troubleshooting

The following tables present some issues you might encounter while installing, starting up, or using your

computer and suggest possible solutions.

For more information or for additional troubleshooting options, go to

http://www.hp.com/

support

, and follow

the instructions to

ﬁnd

your product.

NOTE:

If you have problems using any peripheral devices such as a monitor or a printer with your computer,

refer to the documentation provided by the product manufacturer for more extensive troubleshooting.

Computer does not start

Table 8-1

Computer symptoms and solutions

Symptom

Possible solution

Error message: hard

drive error

Restart the computer.

Press

ctrl

alt

delete

Select the

Power

icon, and then select

Restart

– or –

Press and hold the power button on the computer for 5 or more seconds to turn

oﬀ

the computer, and then press the

button to turn on the computer.

If Windows opens, immediately back up all important data to a backup hard drive.

Contact support (regardless of whether Windows started or not).

Computer will not turn

on or start

Be sure that the cables connecting the computer to the AC outlet are plugged in properly. The green power supply light on

the computer should be on. If it is not, try a

diﬀerent

AC outlet. If you are still having trouble, contact support.

Be sure that the operating voltage of the AC outlet is appropriate for the electrical voltage of the computer.

Test the AC outlet by plugging a

diﬀerent

electrical device into it.

If possible, remove any outlet

ﬁlters

and stabilizers, and then insert the power plug directly into the AC outlet.

Disconnect all peripheral devices. Press and hold the power button down for at least 15 seconds until the computer turns

oﬀ.

Then press the power button again to turn on the computer.

If the monitor screen is blank, the monitor might not be properly connected. Connect the monitor to the computer, plug the

power cord into an AC outlet, and then turn the monitor on. See

Monitor (select products only)

on page

Computer is not

responding

Press

ctrl

alt

delete

Select

Task Manager

Select any programs that are not responding, and then select

End task

If closing programs does not resolve the problem, restart the computer.

Press

ctrl

alt

delete

Select the

Power

icon, and then select

Restart

– or –

Chapter 8

Troubleshooting