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HP Customer Support - Knowledge Base

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HP PCs - Testing for Hardware Failures

This document is for HP PCs.
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, do the following:
  1. Click Troubleshoot.
  2. Follow the on-screen instructions to attempt to resolve the problem, and then click Yes.
  3. If the problem is not resolved, click Yes to contact HP Customer Support.
  4. Write down or copy the failure ID (24-digit code) and product ID for when you contact HP Customer Support. The information is also available in Test Logs on the main menu.
  5. If your computer is online, click NEXT to go to the HP Customer Support website.
    If your computer is offline, use your mobile device to scan the provided QR Code and access HP Customer Support.
note:
The graphics in this document might differ, depending on which version of the utility you are using.

Run the Fast Test (about 4 minutes)

Open HP PC Hardware Diagnostics and run the Fast Test.
  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. If a component fails a test, click Troubleshoot.
  6. Follow the on-screen instructions to attempt to resolve the problem, and then click Yes.
  7. If the problem is not resolved, click Yes to contact HP Customer Support.
  8. Write down or copy the failure ID (24-digit code) and product ID for when you contact HP Customer Support. The information is also available in Test Logs on the main menu.
  9. If your computer is online, click NEXT to go to the HP Customer Support website.
    If your computer is offline, use your mobile device to scan the provided QR Code and access HP Customer Support.
  10. If no system component failed, run the Extensive Test.

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