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Welcome to HP Customer Support

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  • Information
    Information regarding recent vulnerabilities

    HP is aware of the recent vulnerabilities commonly referred to as "Spectre" and "Meltdown". HP has published a security bulletin with patches for these issues and a list of impacted systems. We will continue to update the bulletin as more information becomes available and encourage customers to check the bulletin frequently.

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HP PCs - Hard Disk Error Displays before the Computer Starts

This document pertains to HP PCs with the HP Unified Extensible Firmware Interface (UEFI) beginning in late 2008.
On startup, a Hard Disk Error message displays:
Figure : Hard Disk Error
Hard Disk Error message screen
Hard Disk Error
Please run the Hard Disk Test in System Diagnostics.
Hard Disk # (XXX)
This error message might indicate an issue with sectors, data, or physical disks on the hard drive.
If this error message displays, do the following:
  • Make an immediate backup of all important data and files. For instructions on how to back up your data, refer to Backing Up Your Files (Windows 8) for computers running Windows 8, or Backing Up Your Files (Windows 7) for computers running Windows 7.
  • Perform a hard drive diagnostic test to verify the condition of the hard disk drive. For instructions on how to perform a hard drive test, refer to the following steps.
Perform a hard drive diagnostic test
Run the Hard Drive Test in the HP PC Hardware Diagnostics using the steps in this section. There are six hard drive tests. If you think there is a problem with the hard drive, first try the Quick Test (2 to 3 minutes). If the Quick Test does not find a problem, run the Extensive Test (2 hours or more) which also has a Loop Until Error option.
  1. Hold the power button for at least five seconds to turn off the computer.
  2. Turn on the computer and immediately press Esc repeatedly, about once every second. When the menu appears, press the F2 key.
    Figure : System Diagnostics
    Startup Menu with F2 System Diagnostics selected
  3. The HP PC Hardware Diagnostics opens. On the main menu, click Component Tests.
    Figure : Selecting Component Tests from the main menu
    Selecting Component Tests from the main menu
  4. In the Component Tests menu, click Hard Drive.
    Figure : Selecting Hard Drive from the Component Tests menu
    Selecting Hard Drive from the Component Tests menu
  5. In the Hard Drive Tests menu, click Quick Test.
    Figure : Selecting the Hard Drive Quick Test
    Selecting the Hard Drive Quick Test
  6. Click Run Once.
    Figure : Running the Hard Drive Quick Test
    Hard Drive Quick Test - Run once
  7. The Hard Drive Quick Test begins. If the computer has more than one hard drive, select the drive you want to test. To test all the hard drives, select Test All Hard Drives.
    When the test is complete, the results are displayed on the screen. Test results are also available in the Test Logs on the main menu.
  8. If the hard drive passes the Quick Test, but there is still a problem with the hard drive, run the Extensive Test. This test includes the SMART Check, Short DST, Optimized DST, and Long DST. To run these tests individually, select them from the Hard Drive Tests menu.
    If the hard drive fails one of the tests, write down the failure ID (24-digit code) so you have it available when you contact HP Customer Support. The information is also available in Test Logs on the main menu.
Review the hard drive test results
When the hard drive test is complete, a message is displayed to indicate what actions have been taken.
Test result
Suggested action
Hard Disk Test passed
Use the computer as usual.
Problem found and repaired
Use the computer as usual.
Bad sector found and re-mapped
Restart the computer.
  • If another error message is displayed, run the hard drive test again.
  • If no error message is displayed, use the computer as usual.
Specific error message and 24-digit failure ID code is displayed
Proceed to the Contact HP section for instructions.
Contact HP
If the hard drive test fails, write down the failure ID (24-digit code) so you have it available when you contact HP Customer Support. The information is also available in Test Logs on the main menu.
Figure : Example of failed hard drive test
Hard Disk Test results showing failure

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