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HP Customer Support - Knowledge Base

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Check documents and videos on compatibility, FAQs, upgrade information and available fixes. Windows 11 Support Center

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HP PCs - Resolving Diagnostic Errors that Display During Startup

On startup, if a system problem occurs, you might encounter a variety of error messages. These error messages provide you and the HP Service technicians with information about what might have gone wrong with the hardware or software on the computer.

Most common startup errors

HP Battery alert (601) or (60x)

Update the BIOS.
Run HP Hardware Diagnostics in Windows.

Go to HP PCs - 601 or 60X Error Appears on a Black Screen for further assistance.

3F0 Boot Device Not Found or Hard Disk Error

Test the hard drive using HP Hardware Diagnostics in F2.
Reset the defaults in the BIOS.
Determine if there is Optane memory installed. If so, see the following:
- For desktop computers, go to HP Consumer Desktop PCs - Boot Device Not Found (3F0) or Automatic Repair Errors.
- For notebook computers, go to HP Consumer Notebook PCs - Boot Device Not Found (3F0) or Automatic Repair Errors.
Use Cloud Recovery or install Windows using the Microsoft Media Creation Tool.

Go to HP PCs - 3F0 Boot Device Not Found Error Appears on a Black Screen for further assistance.

SMART Hard Disk Error 301, 302, 309, 30C, 3F1, 3F2

Back up your data.
Test the hard drive using HP Hardware Diagnostics in F2.

Go to HP PCs - SMART Hard Disk Error 301, 302, 309, 30C, 3F1, 3F2 Appears on a Black Screen for further assistance.

System Board (00A) Product Information Not Valid Error

You might see this message after the system board is replaced. The message indicates that the serial number was not entered, or was entered incorrectly, after replacing the system board or other component.
Contact HP to service the computer. The procedure must be performed at an HP authorized service center.

Go to HP PCs - System Board (00A) Error Appears on a Black Screen for further assistance.

500, 501, 502 CMOS or BIOS Error

If the PC starts to Windows desktop, download and install the latest BIOS for the computer.
If the PC does not star to the Windows desktop, use a USB recovery drive to restore the BIOS.
If the BIOS restore does not work, contact HP.

Go to HP PCs - 500, 501, 502 Error Appears on a Black Screen for further assistance.

Keyboard Error (800)

Remove items from resting on the keyboard.
Clean the keyboard to remove debris stuck between the keys.
Test the keyboard using the HP Hardware Diagnostics.

Go to HP Notebook PCs - Keyboard Troubleshooting (Windows) for further assistance.

CPU or System Fan 900, 909, 90B, 90F Error

Clean dust or debris from vents and fans.
- For desktop computers, go to HP Desktop PCs - Reducing Heat Inside the Computer to Prevent Overheating.
- For notebook computers, go to HP Notebook PCs - Reducing Heat Inside the Laptop to Prevent Overheating.
Update the BIOS to the latest version.

Go to HP PCs - 900, 909, 90B, 90F Error Appears on a Black Screen for further assistance.

Other startup errors

Custom Logo Error (Custom Startup Logo is Invalid)

The system has detected the custom startup logo installed on the system is invalid. Reinstall the custom logo using the proper specifications.

Custom logos must be .BMP or .JPG file type.
The resolution of the image must be equal to or lower than 1024 × 768.
The maximum size of the image is dependent upon the system specifications.

MEBx error (00B, 00D, 00F)

A memory error occurred during POST while starting or communicating with the Management Engine (ME) BIOS Extensions option ROM. This is an Intel BIOS extension. To resolve this error, install the latest version of the BIOS for your computer.

Memory error (2E1, 2E2, 2E3)

The type or configuration of the memory modules is incorrect. Remove or reinstall any recently inserted RAM modules.

Operating System Boot Mode Change (021)

This message indicates that the Secure Boot mode has been disabled in the BIOS. If you did not make this change, there might be an external security problem (hacking attempt). Press the Esc key to keep Secure Boot mode enabled if you did not initiate the change. If the issue persists, contact your IT helpdesk or HP Support.

Real-Time Clock Power Loss (005)

The system time is invalid. The time and date are not set. This might be a result of a loss in battery power. Set the correct time and date in your operating system. If this message persists, you might need to replace the onboard battery.

Sure Start RTID (520)

An HP Sure Start Runtime Intrusion detection event was detected. The most common cause of the error is a security issue (such as a hacking attempt). This could indicate a defective memory module. If the issue persists, update the BIOS, and then contact your IT helpdesk or HP Support.