Verify solution..........................................................................................................................................................82
Helpful Hints ....................................................................................................................................................................82
At startup .................................................................................................................................................................82
During operation......................................................................................................................................................82
Consulting with HP Service......................................................................................................................................83
Common issues and possible solutions ..........................................................................................................................84
Power-on issues.......................................................................................................................................................84
No power..........................................................................................................................................................84
Intermittent power-on, shutdown, reboot......................................................................................................86
AC adapter issue...............................................................................................................................................87
Battery not recognized, not charging..............................................................................................................87
Battery discharges too fast .............................................................................................................................89
Burnt smell.......................................................................................................................................................90
POST.........................................................................................................................................................................90
No video (with power) ......................................................................................................................................90
Blinking lights ..................................................................................................................................................91
Diagnostic error messages ..............................................................................................................................92
BIOS password .................................................................................................................................................92
Performance (OS).....................................................................................................................................................93
Intermittent shutdown ....................................................................................................................................93
Blue screen.......................................................................................................................................................95
Freeze at Windows Logo (hang or lockup).......................................................................................................96
Electromagnetic Interference (EMI).................................................................................................................97
No wake up.......................................................................................................................................................98
Unresponsive ...................................................................................................................................................99
Slow performance..........................................................................................................................................100
HP Smart Adapter warning message.............................................................................................................100
Incorrect time and date..................................................................................................................................101
Display....................................................................................................................................................................101
Display anomalies..........................................................................................................................................101
Symptom........................................................................................................................................................102
Quick check ....................................................................................................................................................102
HP PC Hardware Diagnostics (UEFI) for video test ........................................................................................103
Display assembly diagram.............................................................................................................................103
Dead pixel.......................................................................................................................................................104
No video (internal) .........................................................................................................................................104
No video (external) ........................................................................................................................................104
DisplayPort/VGA ............................................................................................................................................105
HDMI ...............................................................................................................................................................105
No or bad external video via docking ............................................................................................................105
Incorrect or missing color/distorted image...................................................................................................106
Touch screen ..................................................................................................................................................107
I/O devices..............................................................................................................................................................108
Keyboard ........................................................................................................................................................108
Keyboard pointing stick (select products only).............................................................................................109
Keyboard backlight ........................................................................................................................................109
Touchpad........................................................................................................................................................110
Network connectivity (RJ-45 jack) ................................................................................................................110
Network connectivity wireless (WLAN) .........................................................................................................111
WWAN.............................................................................................................................................................111
USB .................................................................................................................................................................112
Smart card reader ..........................................................................................................................................112
Speaker, headphone - audio issues ...............................................................................................................113
vii