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HP PCs - Testing for hardware failures in Windows 10

HP provides diagnostic software for testing hardware components on your computer and confirm hardware failures.

Start with the Fast Test to quickly identify hardware issues. If the test finds no errors but your computer still exhibits symptoms of a hardware problem, run the Extensive Test.

If a component fails a test, write down the failure ID (24-digit code) for when you contact HP Customer Support. The information is also available in Test Logs on the main menu.

Note:

The graphic user interface might be different, depending on which version of the utility you are using.

Running System Tests in Windows

The System Tests check the hardware subsystems to ensure they are functioning properly.

If a component fails a test, write down the failure ID (24-digit code) for when you contact HP Customer Support. The information is also available in Test Logs on the main menu.

Running the HP PC Hardware Diagnostics Fast Test (about 4 minutes)

Open HP PC Hardware Diagnostics and run the Fast Test.

The Fast Test performs a fast check of your system to make sure the main components are functioning properly. The Fast Test is separated into a 1st pass and 2nd pass, with each pass running multiple tests. The Fast Test includes:

  • Battery check

  • Processor check

  • Wireless module check

  • System board check

  • Hard drive SMART check

  • Hard drive short DST check

  • Memory quick check

  • Hard Drive Optimized DST check

  • Video memory check

You cannot use your computer during the test. This test takes 3 to 5 minutes or more to complete, depending on the system configuration. You can cancel at any time by pressing the esc key (Escape).

  1. In Windows, search for and open the HP PC Hardware Diagnostics for Windows app.

    If this app is not on your computer, download the latest version from the HP Hardware Diagnostics website.

  2. On the main menu, click System Tests.

  3. Click the System Fast Test tab.

  4. Click Run once.

    While the test is running, the time remaining and test result for each component displays on the screen.

  5. Do one of the following, depending on the test result.

    • If a component fails a test, write down the failure ID (24-digit code) for when you contact HP Customer Support. The information is also available in Test Logs on the main menu.

    • If no test fails, click Continue, and then click Run once to run the 2nd Pass of the System Fast Test.

If no system component failed, run the Extensive Test.

Running the HP PC Hardware Diagnostics Extensive Test (2 hours or more)

Open HP PC Hardware Diagnostics and run the Extensive Test.

Run the Extensive Test if no system component failed during the Fast Test. This test can take 2 or more hours to complete. The Extensive Test includes:

  • Battery check

  • Processor check

  • System board check

  • Hard drive SMART check

  • Hard drive short DST check

  • Hard drive optimized DST check

  • Hard drive long DST check

  • Memory extensive check

  • Video memory check

You cannot use your computer during the test. The Extensive Test takes 2 or more hours to complete, depending on the system configuration. You can cancel at any time by pressing the esc key (Escape).

  1. In Windows, search for and open the HP PC Hardware Diagnostics for Windows app.

    If this app is not on your computer, download the latest version from the HP Hardware Diagnostics website.

  2. On the main menu, click System Tests.

  3. Click the System Extensive Test tab.

  4. Click Run once.

    While the test is running, the time remaining and test result for each component displays on the screen. The test can take 2 or more hours to complete.

  5. If a component fails a test, write down the failure ID (24-digit code) for when you contact HP Customer Support. The information is also available in Test Logs on the main menu.

If the Extensive Test does not detect a hardware problem, run the Component Tests.

Running HP PC Hardware Diagnostics UEFI tests when Windows doesn't start

Test your computer hardware with HP PC Hardware Diagnostics UEFI.

Running the HP PC Hardware Diagnostics UEFI Fast Test (about 4 minutes)

When Windows doesn't start, begin the hardware diagnostics by running the Fast Test. The Fast Test is separated into a 1st pass and 2nd pass, with each pass running multiple tests.

  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.

  3. On the HP PC Hardware Diagnostics (UEFI) main menu, click System Tests.

    If the diagnostics are not available when using the F2 menu, run the diagnostics from a USB drive. To download the latest version of the diagnostics, go to the HP Hardware Diagnostics website. For instructions, see Testing with HP PC Hardware Diagnostics from an external USB device.

  4. Click Fast Test > Run once.

    While the test is running, the time remaining and test result for each component displays on the screen.

    • If a component fails a test, write down the failure ID (24-digit code) for when you contact HP Customer Support. The information is also available in Test Logs on the main menu.

    • If no test fails, click Continue > Run once to run the 2nd Pass of the System Fast Test.

  5. If a component fails a test, write down the failure ID (24-digit code) for when you contact HP Customer Support. The information is also available in Test Logs on the main menu.

    If no system component fails, run the Extensive Test.

Running the HP PC Hardware Diagnostics UEFI Extensive Test (2 hours or more)

Run the Extensive Test if no system component failed during the Fast Test.

  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.

  3. On the HP PC Hardware Diagnostics (UEFI) main menu, click System Tests > Extensive Test.

  4. Click either Run once or Loop until error.

    While the test is running, the time remaining and test result for each component displays on the screen.

  5. If a component fails a test, write down the failure ID (24-digit code) for when you contact HP Customer Support. The information is also available in Test Logs on the main menu.

Getting support using the HP PC Hardware Diagnostics Failure ID code

If a test fails, you can use the supplied QR code to contact HP with information about the issue.

  1. Click Contact HP on the test result screen.

    An example of a failed test with Contact HP option
  2. Read the HP Support Disclaimer, and then click Yes.

    A QR code displays.

    An example of an HP Support QR code
  3. Use your mobile device to scan the QR code.

  4. Your mobile device opens the default internet browser and your Failure ID code is prefilled into the field. Verify or complete the required information, and then tap Continue to start the support process.

    An example of a Failure ID code on a mobile device

Performing symptom tests in HP PC Hardware Diagnostics UEFI

Symptom tests use common issues to identify the root cause of the problem.

Note:

Symptom tests are not available in HP PC Hardware Diagnostics for Windows.

  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.

  3. On the HP PC Hardware Diagnostics UEFI menu, click Symptom Tests.

  4. Find the symptom that best describes your computer issue in the list. Type the corresponding number into the field at the bottom of the screen, and then press enter.

    All Symptom Tests displayed
  5. Wait while the tests run. An approximate time for each test displays on the Issue screen.

    Note:

    You can cancel a test at any time by pressing any key.

  6. Review the results on the Test Logs screen, and then write down the test type and failure ID (24-digit code) for when you contact HP Customer Support.

    Note:

    Click Save Logs, and you can view the results again by clicking Test Logs on the main menu.

Performing component tests in HP PC Hardware Diagnostics for Windows and HP PC Hardware Diagnostics UEFI

The component tests are used to manually select and test the individual computer components.

Opening the Component Tests menu in Windows

When Windows starts normally, use the following instructions to open the Component Tests menu in Windows.

  1. In Windows, search for HP PC Hardware Diagnostics for Windows and select Run as administrator.

    If this app is not on your computer, download the latest version from the HP Hardware Diagnostics website.

  2. On the main menu, click Component Tests.

  3. Click the plus sign next to each component to expand the selection.

    Your Component Tests menu might be different, depending on the components installed on your computer.

    Component Tests menu

Opening the Component Tests menu when Windows won't start

When Windows won't start, use the following instructions to open the Component Tests menu.

  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.

  3. On the main menu, click Component Tests.

The Component Tests menu displays.

Your Component Tests menu might be different, depending on the components installed on your computer.

Component Tests menu

Complete list of HP PC Hardware Diagnostics Component Tests

Select a Component Test and follow the on-screen instructions. If a component fails a test, write down the failure ID (24-digit code) for when you contact HP Customer Support. The information is also available in Test Logs on the main menu.

  • Processor Test: Quick (10 second) test to make sure all the processors are functioning properly. Click Processor > Run once.

  • Memory Tests: There are three different memory tests available. Start with the Fast Test (three minutes or more depending on the amount of system memory). If the Fast Test does not find a problem, run the Quick Test (about 10 minutes). (This test is currently not available in the Windows version of the hardware diagnostics.)

    If the Quick Test does not find a problem, run the Extensive Test. You can run the test once or set it to loop until an error occurs.

  • Hard Drive/Storage Tests: There are six hard drive tests, and they can take from 10 minutes to more than two hours to complete.

  • Power Tests: Power tests include the Power Source Test, the AC Adapter Test, and the Battery Test.

    • Power Source Test: This test checks that both the battery and the AC adapter are functioning properly.

      To run the test, click Run once. The Power Source test time is 4 minutes. Battery Calibration time is 2 to 4 hours.

    • AC Adapter Test: This interactive test determines if the AC power adapter is functioning properly. This test requires a good battery. HP recommends verifying that your computer can receive power by connecting a known working AC adapter.

      To run the test, click Run once. The test takes 2 minutes to run.

    • Battery Test: The Battery Test checks the battery and allows you to run calibration if needed.

      The Battery Check test time is 2 minutes. Battery Calibration time is 2 to 4 hours.

  • Audio Test: The Audio Test checks that the audio playback device is functioning properly. During the test, a few music notes are played in sequence and then repeated. This test takes one minute to complete.

    To run the test, click Audio > Run once. Choose either the speakers or the headphones. When asked, enter the number of notes you heard.

  • Bluetooth Module Test: This test checks that the Bluetooth module is properly detected and enabled for use. (This test is currently not available in the Windows version of the hardware diagnostics.)

    To run the test, click Bluetooth Module > Run once.

  • Fingerprint Reader Test: This interactive test checks the fingerprint reader. During the test, you are prompted to swipe a finger over the fingerprint reader. (This test is currently not available in the Windows version of the hardware diagnostics.)

    To run the test, click Fingerprint Reader > Run once.

  • Keyboard Test: This interactive test checks the keyboard. This test requires a keyboard.

    To run the test, click Keyboard > Run once.

    The Keyboard Test time is 3 minutes.

    Note:

    Bluetooth devices are not currently supported.

  • Mouse/Touchpad Tests: This consists of two tests, the Pointer Test and the Drag and Drop Test.

    To run the tests, click Mouse/Touchpad. Select the test you want to run, and then click Run once. Follow the on-screen instructions to complete the test.

    Note:

    Bluetooth devices are not currently supported.

  • Network Test: This test checks the network controller. To run this test, connect to a network with a network cable. The test asttempts to configure the network controller using DHCP and communicate with the DHCP server.

    To run the test, click Network > Run once.

    The Network test time is 1 minute.

  • Optical Drive Tests: These tests include the Sequential Read Test, Random Read Test, and Write Read Compare Test.

    To run the test, click Optical Drive. Select one of the tests, and then click Run once. You need to insert a CD or DVD to complete this testing.

    Each test takes 1 to 2 minutes to run.

  • Parallel Port Tests: This test lets you select several different parallel ports to test. If the test detects multiple ports, select which parallel port to test. (This test is currently not available in the Windows version of the hardware diagnostics.)

    Select one of the following tests, and then click Run once.

    • Parallel Port Control Register Check: This 1-minute test checks the parallel control registers.

    • Parallel Port Data Register Check: This 1-minute test checks the parallel data registers.

  • Serial Port Tests: This test lets you select several different parallel ports to test. If the test detects multiple ports, select which serial port to test. (This test is currently not available in the Windows version of the hardware diagnostics.)

    Select one of the following tests, and then click Run once.

    • Serial Port Register Check: This 1-minute test checks the serial port registers.

    • Serial Port External Loopback Check: This 1-minute interactive test checks the serial ports.

  • System Board Test: This test makes sure the components on the system board are functioning properly. (This test is currently not available in the Windows version of the hardware diagnostics.)

    To run the test, click System Board > Run once.

    The System Board Test checks the following components:

    • PCI Device Check: Attempts to access all PCI devices listed connected to the system board.

    • Memory Check: Attempts to retrieve the total memory size through the UEFI Boot Service. The test compares that value to the total memory size from the SMBIOS table.

    • Video Memory Check: Attempts to detect onboard graphic devices and retrieval of video memory information. This includes the base address and video memory size.

    • Audio Check: Attempts to initialize the audio controller and codec.

    • USB Check: Attempts to find a USB Host Controller in the system.

    The System Board Test takes 30 seconds to complete.

  • Thunderbolt Test: This test checks for the presence of the Thunderbolt controller on the system. (This test is currently not available in the Windows version of the hardware diagnostics.)

    To run the test, click Thunderbolt > Run once.

  • Touch Screen Test: Quick interactive test to determine if the touch screen is functioning correctly. (This test is currently not available in the Windows version of the hardware diagnostics.)

    To run the test, click Touch Screen > Run once.

  • USB Port Test: This interactive test requires a connected external USB device, like a mouse, keyboard, or USB flash drive. (This test is currently not available in the Windows version of the hardware diagnostics.)

    Before running the test, make sure there are no USB devices connected to the port you want to test.

    To start the test, click USB Port > Run once, and then connect a USB device to the port you want to test.

    Repeat the steps if you need to test other USB ports on the computer.

  • Video Tests: This test includes three tests of the video hardware on your computer.

    To run the test, click Video, select one of the following tests, and then click Run once.

    • Video Memory Fast Check: 3-minute video memory test

    • Video Memory Check: 20-minute memory test

    • Palette Check: 1-minute test of the three video color components. Follow the on-screen instructions during the test.

  • Webcam Connection Test: This test initiates video streaming on the webcam. If the test detects multiple webcams, select the webcam you want to test. (This test is currently not available in the Windows version of the hardware diagnostics.)

    To run the test, click Webcam Connection > Run once.

  • Wireless Module Test: This test checks that the BIOS detects the wireless module and that it is enabled.

    To run the test, click Wireless Module > Run once.

    The Wireless Module Test takes 30 seconds to complete.

HP PC Hardware Diagnostic Component Tests: Memory, Hard Drive, AC Adapter, and Battery Tests

How to run the Memory, Hard Drive, AC Adapter, and Battery component tests is provided with more detail.

Testing memory in HP PC Hardware Diagnostics

The Memory Tests include a Fast Test, Quick Test, and an Extensive Test. First run the Fast Test (three to five minutes). If the Fast Test does not find a problem, run the Quick Test (about 10 minutes). If the Quick Test does not find a problem, run the Extensive Test (about 45 minutes) which also has a Loop Until Error option.

Follow these steps to run the Fast Test:

  1. On the Component Tests menu, click Memory.

  2. Click Fast Test.

    Memory Fast Test
  3. Click Run once. The Fast Test begins.

  4. When the Fast Test is complete, the screen displays the results.

    If the memory passes the Fast Test but there is still a problem with the computer memory, run the Quick Test.

    If the memory passes the Quick Test but there is still a problem with the computer memory, run the Extensive Test. This test can take 45 minutes or longer.

    If the memory fails a test, write down the failure ID (24-digit code) for when you contact HP Customer Support. The information is also available in Test Logs on the main menu.

Performing hard drive tests in HP PC Hardware Diagnostics

There are six hard drive tests. First run the Quick Test (two to three minutes). If the Quick Test does not find a problem, run the Extensive Test (two hours or more). It can run once or loop until an error occurs.

Follow these steps to run the Hard Drive Quick Test:

  1. On the Component Tests menu, click Hard Drive > Quick Test.

    Selecting the Hard Drive Quick Test
  2. Click Run once. The Quick Test begins.

  3. 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 screen displays the results. Test results are also available in the Test Logs on the main menu.

  4. 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 a test, write down the failure ID (24-digit code) for when you contact HP Customer Support. The information is also available in Test Logs on the main menu.

Testing computer power in HP PC Hardware Diagnostics

There are two different power tests available, the AC Adapter Test and the Battery Test. To run both tests simultaneously, in the Component Tests menu, click Power Source, and then click Run once. You can test each component individually.

Performing an AC adapter test in HP PC Hardware Diagnostics

This interactive test determines if the AC power adapter is functioning properly. This test requires a good battery. Before running the AC Adapter Test, HP recommends verifying that the computer can receive power by connecting a known working AC adapter.

Follow these steps to perform the AC Adapter Test.

  1. On the Component Tests menu, click Power > AC Adapter Test > Run once. The AC Adapter Test begins.

  2. When the test is complete, the screen displays the results.

    If the AC adapter fails a test, write down the failure ID (24-digit code) for when you contact HP Customer Support. The information is also available in Test Logs on the main menu.

Performing a battery test in HP PC Hardware Diagnostics

HP PC Hardware Diagnostics (UEFI) tests the battery and can calibrate the battery if needed. The Battery Check takes about two minutes and the calibration can take two hours or longer.

Follow these steps to perform the Battery Test:

  1. On the Component Tests menu, click Power > Battery > Run once. The Battery Test begins.

    Battery Test screen with Run once selected
  2. When the battery test is complete, the results are displayed on the screen. For additional battery information, click Battery Details.

    If the battery fails a test, write down the failure ID (24-digit code) for when you contact HP Customer Support. The information is also available in Test Logs on the main menu.

How components are tested in HP PC Hardware Diagnostics

The following table describes the available component tests.

Component tests and their descriptions

Component test

What the test does

Test duration

What the test does not check

Interactive/Noninteractive

Processor

Validates if all processors are functioning and initialized by the BIOS.

10 seconds

Thermals, processor performance speed

Noninteractive

Memory - Fast

Runs algorithms on memory which include March LR, Random Address, and Data Pattern.

3+ minutes for 4 GB

Thermals

Noninteractive

Memory - Quick

Runs algorithms on memory which include March LR, Random Address, and Data Pattern plus additional test cases.

10 minutes for 4 GB

Thermals

Noninteractive

Memory - Extensive

Runs algorithms on memory which include March LR, Random Address, and Data Pattern plus additional test cases.

45 minutes for 4 GB

Thermals

Noninteractive

Hard Drive - Quick

SMART Check + Short DST Check.

3 minutes

Noninteractive

Hard Drive - Extensive

SMART Check + Short DST Check + Optimized DST + Long DST.

2 hours and 15 minutes

Noninteractive

Hard Drive - SMART Check

Monitors drive attributes and determines if drive reaches its threshold.

30 seconds

Noninteractive

Hard Drive - Short DST

Reads a small percentage of the sectors on the drive for errors independent of system.

2 minutes

Noninteractive

Hard Drive - Optimized DST

A read test on the sectors of the drive used by the OS.

10 minutes

Noninteractive

Hard Drive - Long DST

A read test on all the sectors of the drive.

2 hours

Noninteractive

AC Adapter

Tests to determine if the AC power adapter is functioning properly.

2 minutes

Noninteractive

Audio

Tests the system audio subsystem functions, including audio controllers and codecs.

60 seconds per Audio output port

Interactive

Battery

Checks battery data and determines if battery is working properly.

2 minutes

Noninteractive

Bluetooth Module

Checks for the detection of the Bluetooth module.

30 seconds

Bluetooth communication

Noninteractive

Fingerprint Reader

Test to check the fingerprint reader.

1 minute

Security verification

Interactive

Keyboard

Test to check each key on the keyboard.

3 minutes

Multimedia buttons, Bluetooth devices

Interactive

Mouse

Test checking the pointer and drag/drop functions.

3 minutes

Scroll, Bluetooth devices

Interactive

Network

Checks the network controller for cable connection and an IP address obtained via DHCP.

60 seconds

Data transfer

Noninteractive

Optical Drive

Tests the read and write features of the optical drive.

2 minutes per test

Media quality

Interactive

Parallel Port

Checks the parallel port registers.

30 seconds

Noninteractive

Serial Port

Checks the serial port registers.

30 seconds

Noninteractive

System Board

Accesses, lists, and verifies communication with all PCI devices. Checks internal bus lanes, memory, video memory, audio and USB.

30 seconds

RTC battery, PCIMA slots, express card ports, serial ports, parallel port

Noninteractive

Touch Screen

Test checks touch screen response.

3 minutes

Calibration

Interactive

USB Port

Tests the connectivity of the USB ports.

60 seconds per port

Write test

Interactive

Video Memory

Tests the video controller subsystem.

20 minutes

Graphics Processor Unit, thermals

Noninteractive

Video Palette

Tests the color values.

1 minute

Graphics Processor Unit

Interactive

Webcam Connection

Test to detect a connected webcam.

1 minute

Interactive

Wireless Module

Reads the BIOS information regarding the status of the WLAN controller.

30 seconds

Connectivity

Noninteractive

Installing HP PC Hardware Diagnostics

HP PC Hardware Diagnostics are available in two versions. The Windows version is for use in Windows. The UEFI version is for use when Windows won't start.

Installing HP PC Hardware Diagnostics for Windows

This tool runs within the Windows operating system to diagnose hardware failures.

  1. To download the latest version, go to the HP Hardware Diagnostics website.

  2. In the How do I Use Diagnostics? section, click DOWNLOAD HP DIAGNOSTICS WINDOWS.

    Downloading HP PC Hardware Diagnostics for Windows
  3. Click Save.

  4. Navigate to the folder on your computer or the flash drive where you downloaded the .exe file and double-click the .exe file.

    The InstallShield wizard opens.

  5. Click Next.

  6. Accept the terms of the license agreement and click Next.

  7. Choose where to save the files and click Next.

    • To run the software on your computer, download it to the computer desktop.

    • To run the software from a USB flash drive, download it to a USB flash drive.

      Choosing the location to save the files
  8. Click Next to install the software.

  9. When the installation is complete, click Finish to close the Setup Wizard.

  10. In Windows, search for HP PC Hardware Diagnostics for Windows and select Run as administrator.

    Selecting Run as administrator
  11. When the tool opens, select the type of diagnostic test you want to run, and then follow the on-screen instructions.

    Note:

    If you need to stop a diagnostic test at any time, click Cancel.

Installing HP PC Hardware Diagnostics UEFI

When you are unable to start Windows, download HP PC Hardware Diagnostics UEFI at the HP Hardware Diagnostics website.

Install HP PC Hardware Diagnostics UEFI to a blank USB drive if necessary. Access them from a USB drive by disabling Secure Boot. For instructions to disable Secure Boot, see HP PCs - Secure Boot (Windows 10).

  1. To download the latest version, go to the HP Hardware Diagnostics website.

  2. On the HP Hardware Diagnostics website in the Unable To Boot Windows, Or Is Windows Locked Up? section, click Download HP Diagnostics UEFI.

  3. Choose where to save the file and click Save.

  4. Navigate to the folder on your computer or the flash drive where you downloaded the .exe file and double-click the .exe file.

    The InstallShield wizard opens.

  5. Click Next.

  6. Accept the terms of the license agreement and click Next.

  7. Choose where to save the files and click Next.

    Note:

    The InstallShield Wizard automatically saves the files on the computer hard drive.

    Location to save files for HP PC Hardware Diagnostics UEFI installation
  8. Select the language for the installation. Then click OK.

    The wizard prepares to install HP PC Hardware Diagnostics UEFI.

  9. Click Next to open the Setup Wizard.

  10. Select the installation location for the HP PC Hardware Diagnostics UEFI program, then click Next.

    • To download onto the computer to test, select UEFI Partition on Hard Drive.

    • To download to a USB drive, select USB Flash Drive.

      HP PC Hardware Diagnostics UEFI installation location
  11. Click Install.

  12. Click Yes to create the HP_TOOLS partition.

  13. Wait while the software installs. Click Finish to close the wizard.

Testing hardware with HP PC Hardware Diagnostics from an external USB device

If the HP PC Hardware Diagnostics cannot test the computer from the hard drive, run the tests from a USB device. To do so, download and install the latest version of HP PC Hardware Diagnostics (UEFI) on a USB device.

  1. Turn off the computer.

  2. Insert the USB device with HP PC Hardware Diagnostics into a USB port on the computer.

  3. Turn on the computer, then press the Esc key repeatedly until the Startup menu displays.

    Note:

    If you cannot start the computer from the USB storage device, temporarily disable Secure Boot from the BIOS. For instructions, see HP PCs - Secure Boot (Windows 10).

  4. Press f2 to select System Diagnostics.

    Startup menu
  5. Select your preferred language from the list.

    The HP PC Hardware Diagnostics home page opens, showing the version number and USB.

    HP PC Hardware Diagnostics UEFI screen

The system is ready to begin testing.

Using Basic HP PC Hardware Diagnostics

Basic PC Hardware Diagnostics is a basic user interface that allows you to run pass/fail tests on the processor, memory, storage, hard drive, battery, and system board.

Note:

When using Basic HP PC Hardware Diagnostics, you cannot navigate using the mouse or touchpad.

  1. Hold the Power button for at least five seconds to turn off the computer.

  2. Turn on the computer and press the f2 key repeatedly, about once every second, until HP PC Hardware Diagnostics UEFI - BIOS displays.

    Basic HP PC Hardware Diagnostics
    Note:

    The black screen (BIOS) version of the HP PC Hardware Diagnostics displays if the PC does not detect the full UEFI version installed on a USB drive or hard drive partition. If HP PC Hardware Diagnostics UEFI (with a white screen) displays, use the procedure for running tests in HP PC Hardware Diagnostics UEFI.

  3. Use the arrow keys on the keyboard to select a test, and then press enter.

    After starting the test, two screens display: test in progress, and after the test, a pass or fail screen.

  4. After running each test, write down the information provided so you have it available when you contact HP Customer Support.

Testing hardware using HP Support Assistant

HP Support Assistant provides easy access to several hardware diagnostic tests. Learn how to test for hardware problems with HP Support Assistant Diagnostics.

Note:

HP Support Assistant is only available when the computer starts into Windows.

Opening the HP Support Assistant Diagnostics

HP Support Assistant Diagnostics can be found under the Troubleshooting and fixes tab.

  1. If necessary, download and install the latest version of HP Support Assistant.

  2. In Windows, search for and open HP Support Assistant.

  3. Select the My devices tab, then select your computer from the device list.

    My Devices tab
  4. In the Troubleshooting and fixes tab, select from the following options:

    • One click fixes

    • Guided troubleshooting

    • Diagnostics

  5. Proceed to the section for the problem you want to troubleshoot and follow the on-screen instructions.

    Troubleshooting and fixes tab

Testing the battery using HP Support Assistant

HP Battery Check is a utility in HP Support Assistant that provides a simple but accurate test of the battery in Windows.

To use HP Support Assistant to check and calibrate the battery, follow these instructions:

  1. In Windows, search for and open HP Support Assistant.

    If the app is not installed on your computer, go to HP Support Assistant to download the latest version.

  2. Select the My devices tab, and then select your computer from the device list.

    Selecting My Notebook from the HP Support Assistant home screen
  3. Click the Troubleshooting and fixes tab, and then select Battery Check.

    Selecting Troubleshooting and fixes and then Battery Check
  4. Wait while the battery check completes.

    HP Battery Check displays the results.

    Battery test results
  5. Review the HP Support Assistant Battery Check results. Status results you might see include:

    HP Support Assistant Battery Check Results

    Status

    Message

    Suggested action

    Passed

    The battery functions properly and as expected.

    Read the remainder of the message for more information.

    Weak

    or

    Very Weak

    The battery functions correctly, but due to normal aging of the battery, the battery life between charges is now significantly shorter than when it was new.

    This status message is displayed when there is decrease in capacity of battery that occurs over time and with use. The battery should be replaced to get the most working time out of your battery.

    Replace

    The battery reports a failure and needs to be replaced as soon as possible.

    Replace the battery. If your computer is within its warranty period, you can contact HP support to verify if your battery is covered.

    Failure with an ID number

    The battery experienced a hardware failure.

    Write down the battery status and Failure ID. Keep the battery status and Failure ID so you have them available if you need to contact HP Customer Support.

    No Battery

    HP Battery Check did not detect a battery.

    A battery is not installed or detected in the battery compartment. If a battery is installed, remove the battery and inspect the pins to see if there is dirt or other foreign matter blocking the connection. Fully insert a battery into the compartment if a battery was not inserted and you want to test the battery in that compartment.

    Unknown

    HP Battery Check could not access the battery.

    Remove and reinsert the battery. You might need to download and install all the updates from HP Support Assistant.

Running HP Network Check

HP Network Check tests the network connection and hardware. Follow these steps to test the network hardware on your computer.

  1. Under One click fixes, click Network Check. A screen requesting feedback might display. You can accept or reject it.

    One click fixes in the Troubleshooting and fixes tab
  2. If the Welcome screen displays, click Next.

  3. Wait while HP Network Check collects information about the internet and network connections.

    HP Network Check displays the internet and network connection status.

  4. For details on problems the tool found and resolved, click the arrow next to Possible Root Causes.

    For unresolved issues, click the arrow next to it and follow the instructions to resolve it.

    Connection Status - no network detected

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Country/Region: Flag Latvia

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