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Testing for Hardware Failures (Windows 7)

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This information applies to HP and Compaq desktop computers with Windows 7.
HP has included several tools with your new computer to help you maintain and troubleshoot problems when they arise. The following list describes these tools and when you would use them:
  • HP Support Assistant
    NOTE:Diagnostics can be accessed from HP Support Assistant on Consumer desktop products. Commercial products include HP Support Assistant, but the diagnostics are designed to be run from a CD/DVD or a USB device and are therefore not available through HP Support Assistant. For Commercial products, please refer to HP Vision Diagnostics. While most hardware components are testable for both Commercial and Consumer products, it is possible that some tests will not be available on all systems.
    If the computer boots into Windows, you have the option of using the HP Support Assistant tools. With these tools, you can run limited diagnostic tests on the network and Internet connectivity, printing and scanning, and the mouse and keyboard.
    If you don't have the most recent version of HP Support Assistant, download the most recent version using the steps in the Downloading HP Support Assistant section.
  • HP Vision Diagnostics
    HP Vision Diagnostics is included on HP and Compaq consumer desktop computers that were manufactured and sold since September 2010, and all Commercial desktop products that were manufactured and sold since September of 2009.
    If the computer does not boot into Windows, Windows loads but intermittently freezes or crashes, or the hard drive is making a strange noise, use the HP Vision Diagnostics. Since these tests run outside the Windows operating system, use them when you need to isolate whether the issue is caused by the computer hardware or the operating system, or when Windows will not start.
    If you don't have the most recent version of HP Vision Diagnostics, download the most recent version onto a CD or flash drive using the steps in the Creating HP Vision Diagnostic Media section.
  • Bios Diagnostic tests
    If the computer does not boot, and you do not have a Vision Diagnostics CD available, use the BIOS diagnostic tests . The HP Vision Diagnostics tests are built into the BIOS of your computer and are a quick and easy way to identify basic computer hardware problems.
  • Hardware Diagnostic Tools
    Hardware Diagnostic Tools is included on HP and Compaq consumer desktop computers that were manufactured prior to September 2010.
    If Windows is working, you can open Hardware Diagnostic Tools to test for hardware failures. If the computer does not open to Windows, you can test from the recovery partition or from a bootable diagnostic disc.

HP Support Assistant (Consumer desktop products only)

This section describes how to troubleshoot problems using HP Support Assistant.
Use the following steps to download HP Support Assistant for your computer.
  1. With your computer connected to the Internet, go to the HP Support Assistant Web page.
  2. From Download HP Support Assistant select Home and Business Desktops.
  3. Select Run. If asked, allow the program to make changes to the computer. Follow the on-screen instructions.
If the HP Support Assistant icon is not on your desktop, use the following steps to access HP Support Assistant:
  1. Click Start, click All Programs, click HP Help & Support, and then click HP Support Assistant.
  2. A welcome screen appears if it has not been turned off. Use this screen to set how HP Support Assistant handles updates, whether a taskbar icon or pop-ups are displayed, and to share anonymous usage data with HP. Remove the check next to Show this screen when I open HP Support Assistant to avoid seeing this window in the future.
    Figure 1: Welcome screen
     HP Support Assistant welcome screen
    Click Next to go to the HP Support Assistant main page.
    Figure 2: HP Support Assistant
     HP Support Assistant
The HP Network Check tests the network connection and hardware. Follow these steps to use HP Network Check to test the network hardware on your computer:
  1. Access HP Support Assistant. If the HP Support Assistant icon is not on your desktop, click Start, click All Programs, click HP Help & Support, and then click HP Support Assistant.
  2. To access the HP diagnostic tools using HP Support Assistant, click the My computer button from the main page.
    Figure 3: My computer button
     My computer button
  3. Click the Diagnostics tab. The tests available on this page will depend on your system configuration.
  4. Click HP Network Check from the Diagnostics tab.
    Figure 4: Diagnostics tab with HP Network Check selected
    Diagnostics tab under My computer with HP Network Check selected
  5. If the Welcome screen displays, click Next.
    Figure 5: Welcome to HP Network Check
     Welcome screen
    HP Network Check collects information about the Internet and network connections.
    Figure 6: Collecting information
     HP Network Check window
  6. HP Network Check displays the network and Internet connection status.
    If HP Network Check found problems and resolved them automatically, click the arrow next to Possible Root Causes to find out why the problem occurred.
    Figure 7: Connection status
     Connection status window
    If HP Network Check cannot resolve the issue automatically, click the arrow next to each issue, then follow the instructions to resolve it.
    Figure 8: No network detected
    Connection Status -   no network detected
The HP Print and Scan Doctor tests the computer connection to printers and scanner. Follow these steps to use check printers and scanners on your network:
  1. Access HP Support Assistant. If the HP Support Assistant icon is not on your desktop, click Start, click All Programs, click HP Help & Support, and then click HP Support Assistant.
  2. Click the Printers and accessories button from the main page.
    Figure 9: Printers and accessories tile
    Printers and accessories tile
  3. Under Printers and scanners, click the HP Print and Scan doctor to begin searching for available hardware.
The HP Print and Scan Doctor tests the computer connection to printers and scanner. Follow these steps to use check printers and scanners on your network:
  1. Access HP Support Assistant. If the HP Support Assistant icon is not on your desktop, click Start, click All Programs, click HP Help & Support, and then click HP Support Assistant.
  2. To access the HP diagnostic tools using HP Support Assistant, click the Storage, backup, and recovery button from the main page.
    Figure 10: Storage, backup and recovery tile
    Storage, backup and recovery tile
  3. Under Hard disk drives, click the Disk Defragmenter to improve system performance by consolidating files.
    Figure 11: Hard disk drives tab with Disk Defragmenter selected
    Hard disk drives tab under Storage, backup, and recovery with Disk Defragmenter selected
  4. Under Recovery, select to recover, backup, or restore the computer or operating system. Follow on-screen directions.
    Figure 12: Recovery tab under Storage, backup, and recovery
    Recovery tab under Storage, backup, and recovery

Determining if your computer has HP Vision Diagnostics or Hardware Diagnostic Tools

If your computer came with Windows 7, it has EITHER HP Vision Diagnostics or Hardware Diagnostic Tools, but not both.
To check the diagnostic tool on your computer, follow these steps:
  1. Click Start , All Programs, and then click PC Help & Tools.
  2. Look for one of the following choices:
    • HP Vision Diagnostics Disc Creation: Go to the HP Vision Diagnostics section.
      Figure 13: HP Vision Diagnostics Disc Creation
      Image of Start Menu
    • Hardware Diagnostic Tools: Go to the Hardware Diagnostic Tools section.
      Figure 14: Hardware Diagnostic Tools
      Image of Start Menu

HP Vision Diagnostics

Use HP Vision Diagnostics to check computer memory or perform hardware troubleshooting. Since HP Vision Diagnostics runs outside the operating system, it can help you find out if the issue is being caused by the computer hardware or the operating system. The following sections describe how to set up Vision Diagnostics on media and how to run the tests.
NOTE:If the computer does not boot, and you do not have a Vision Diagnostics CD available, use the BIOS diagnostic tests .

Creating the HP Vision Diagnostic Media

Create HP Vision Diagnostics Media by downloading and installing it from the Web or by using the HP Vision Diagnostics Disc Creation tool (available on some products).
Use the following steps to load HP Vision Diagnostics on a USB storage device.
  1. Insert a USB storage device with a capacity greater than 1 GB but less than 8 GB into an open USB connector on the computer.
    CAUTION:All the data on the USB device will be destroyed by this process. Make sure that you copy any important files on the USB device to another location.
  2. Click Start and then click Computer.
  3. Look in the section for Removable Storage and find the icon that matches your USB device. Write down or remember the drive letter associated to the USB device as it will be needed later in these steps.
    Figure 15: Computer window showing the drive letter associated with the USB storage device
     Drive letter for USB storage device
  4. Go to HP Drivers & Downloads to download the latest version of HP Vision Diagnostics for your computer.
  5. Enter you computer product number, and then click Go. Select your product for the list provided.
  6. Select your operating system from the dropdown menu, and then click Next.
  7. Scroll down and click on Diagnostics, and then click on the most recent version of HP Vision Hardware Diagnostics Offline Edition
  8. Click the Download button, and then click Run.
  9. Read the information in the first screen and click Next.
  10. Accept the terms of the license agreement to continue.
    Figure 16: InstallShield Wizard: License agreement
     Second InstallShield window
  11. InstallShield extracts the files to the directory location on your hard drive.
    If an overwrite protection message appears, click Yes to all to copy over any existing files at this location.
    If an error appears during the extraction process, try downloading the file again from the HP Web site.
    Figure 17: InstallShield Wizard: File Extraction
      InstallShield window showing the progress indicator
  12. When all of the files have been extracted and verified, click Yes to continue.
    A command window opens.
  13. At the command prompt, type the drive letter associated to your USB storage device (from step 3), and press the Enter key.
    CAUTION:All the data on the USB device will be destroyed by this process. Make sure that you copy any important files on the USB device to another location.
  14. At the command prompt, press Y to confirm that the drive letter is correct and press the Enter key.
    Figure 18: Command window
     Command window to enter the drive letter
  15. The USB storage device is made bootable and HP Vision Diagnostics is installed. When finished the command window closes.
    To use Vision Diagnostics, insert the USB device into a computer and then turn on the computer. You may need to select your USB device as the bootable device.
Use the following steps to load HP Vision Diagnostics on a CD or DVD.
  1. Go to HP Drivers & Downloads to download the latest version of HP Vision Diagnostics for your computer.
  2. Enter you computer product number, and then click Go. Select your product for the list provided.
  3. Select your operating system from the dropdown menu, and then click Next.
  4. Scroll down and click on Diagnostics, and then click on the most recent version of HP Vision Hardware Diagnostics CD Image
  5. Click the Download button, and then click Run.
    An InstallShield window opens.
  6. Read the information in the first screen and click Next.
  7. Accept the terms of the license agreement to continue.
    Figure 19: InstallShield Wizard: License agreement
     Second InstallShield window
  8. InstallShield extracts the files to the directory location on your hard drive.
    If an overwrite protection message appears, click Yes to all to copy over any existing files at this location.
    If an error appears during the extraction process, try downloading the file again from the HP Web site.
    Figure 20: InstallShield Wizard: File Extraction
    Fourth  InstallShield window showing the progress indicator
  9. When all of the files have been extracted and verified, click Yes to proceed with the update.
  10. When the update has completed, click OK.
  11. Browse to the directory location to where the files were extracted.
  12. Use CD burning software to create a disc from the disc image file in this directory. The disc image file is named Vision Diagnostics.ISO . Many types of popular disc burning software allow you to right-click the ISO file and select a burn-to-disc option from the right-click menu options.
You will need one blank CD or DVD to create the disc.
Use the following steps:
  1. To create the HP Vision Diagnostics disc, click Start, and under PC Help & Tools, click HP Vision Diagnostics Disc Creation.
    Figure 21: Opening the disc creation tool
    Opening the disc creation tool
  2. Insert a recordable disc in the CD/DVD drive, and click Next.
    NOTE:You need about 450 MB of space on the blank disc.
    Figure 22: Welcome screen
    Welcome screen
  3. Click Yes to erase any preexisting data on the disc and continue.
    Figure 23: Erasure warning
    Erasure warning
  4. Wait while the data writes to the disc, and finishes the burn process.
    Figure 24: Creating the disc
    Disc creation
  5. When the write process is complete, click Close. Remove the disc from the drive, write Vision Diagnostics on it, and store it in a safe place.
    Figure 25: Disc creation complete
    Disc creation complete

Starting the HP Vision Diagnostics

Use the following steps:
  1. Insert the disc or USB drive you created and turn off the computer.
  2. Turn the computer on and immediately press the Esc key repeatedly, about once every second.
  3. When the Startup Menu displays, press the F9 key to select a boot device.
    Figure 26: Startup Menu
    Startup Menu
  4. Use the arrow keys to scroll down to the disc drive or USB drive, and then press the Enter key.
    Figure 27: Select boot device
    Select boot device
  5. Press 1 on the keyboard to start the Vision Diagnostics.
    Figure 28: Starting HP Vision Diagnostics
    Starting HP Vision Diagnostics
  6. Wait while Windows loads the files necessary to run the tests. This might take seven or eight minutes.
    Figure 29: Loading files
    Loading the files
  7. When the files are done loading, the Starting Diagnostics... please wait screen displays.
    Figure 30: Starting Diagnostics screen
    Starting Diagnostics screen
  8. When the language screen displays, click your language and then click Continue.
    Figure 31: Selecting your language
    Selecting your language
  9. The license agreement screen displays. Click Agree.
    Figure 32: License Agreement
    License Agreement
  10. Wait while HP Vision Hardware Diagnostics collects information about the system hardware and device definitions.
    Figure 33: Collecting system and device information
    Collecting system and device information
  11. HP Vision Hardware Diagnostics opens to the main menu. Older versions of the main menu might have a different appearance.
    Figure 34: HP Vision Hardware Diagnostics main menu
    HP Vision Hardware Diagnostics main menu

Testing with HP Vision Diagnostics

Use the following sections to test a hardware component that is suspected of failure:
The following list shows the tests available in the System category.
NOTE:Some tests might not be available for all systems.
  • Processor Speed Test - Verifies that the actual processor clock speed of a processor is within a defined range of advertised processor speed. The range is defined as a percentage.
  • CMOS Random Data Patter Test - Random data is written to CMOS memory and then verified to insure valid writes. The original CMOS content is restored after the test is executed.
  • Fan Speed Test - Test all fans (CPU fan, chassis fan) plugged into the system at nominal speed, specific speed, and maximum allowed speed.
  • Real-Time Clock Refresh Timer Test - Verifies that the system is able to refresh approximately once every 15 microseconds.
NOTE:These tests take one to two minutes to run.
Use the following steps:
  1. Click the System tile.
    Figure 35: System tile
    System tile
  2. To diagnose all system devices, click Test in the lower left corner.
    NOTE:To test only the processor, click Processor. To test only the system board devices, click System board.
    Figure 36: Testing devices on the system board
    Testing devices on the system board
  3. Click Run to diagnose all system devices.
    Figure 37: Processor and system device tests
    Processor and system device tests
  4. Wait while the tests run. The status of each test displays on the screen as the tests are running.
    Figure 38: System tests in progress
    System tests in progress
  5. When the tests are complete, the test results display.
    Figure 39: System test results
    System test results
  6. To view the test log, click the Test Log button. When done reviewing the test log, click Close.
    Figure 40: Test log
    Test log
  7. Click Back until you return to the main menu.
Use the diagnostic tools in this section to troubleshoot problems with the graphics adapter, video, touch screen, TV tuner, and other applicable hardware on the computer.
NOTE:These tests take five to six minutes to complete.
Use the following steps:
  1. Click the Graphics, Video, and Display tile to view the graphics information and troubleshooting tools. Some of the information displayed on this screen includes a description of the graphics adapter, the screen resolution and refresh rate, and the graphics driver version.
    NOTE:The tests available on this page depend on the computer model. For example, if the computer has a touch screen or a TV tuner, options to test the touch screen and the TV tuner display on this page.
    Figure 41: Graphics, Video, and Display tile
    Graphics, Video, and Display tile
  2. Click HP Graphics Video Check to start the test.
    Figure 42: Graphics, Video, and Display screen
    Graphics, Video, and Display screen
  3. The graphics diagnostic runs the following tests:
    OpenGL 3D Rendering Test - tests the 3D drawing capability of the video adapter using OpenGL APIs. This test is interactive: a number will appear in the center bottom of the screen. Please type this number to successfully pass this test.
    Extended Video Memory Test - This test tests the video memory via direct hardware access bypassing the operating system.
    Click Run to start the test.
    Figure 43: Testing the graphics
    Testing the graphics
  4. The HP Graphics Video Check starts and displays a spinning cube with several different graphics. This test might take a few minutes to complete, and the screen might flash or display different colors and patterns during the test. When prompted, press the requested number on the keyboard.
    Figure 44: Graphics Video Check
    Graphics  Video Check
  5. Wait while the tests complete.
    Figure 45: Graphics Video Check test in progress
    Graphics test in progress
  6. After the test has finished, a screen displays indicating whether the test passed or failed.
    Figure 46: Graphics Video Check test result
    Graphics test result
  7. To view the test log, click the Test Log button. When done reviewing the test log, click Close.
  8. Click Back until you return to the main menu.
Use these tests to diagnose problems with the hard drive and optical (CD/DVD) drive.
The Hard Drives diagnostic performs the following tests:
  • SATA Check SMART Status Test - This test reads the pre-failure warranty attribute on SMART enabled drives. This test sends the DAh SMART command and checks the signature returned by the drive.
  • SATA Check SMART Log Test - This test tries to verify if the drive has previously failed in ATA Firmware Self Test by reading a specific location of the Hard drive.
  • SATA Short Firmware Self Test - Runs SMART (Self-Monitoring Analysis and Reporting Technology) Firmware Self-test on the specified drive. Failure of the test indicates a problem with the hard drive.
  • SATA Sequential Verify Test - Reads the drive sequentially to validate if the drive is functioning properly. Failure of the test indicates a problem with the hard drive.
  • SATA Random Performance Test - This test measures the performance of a drive by doing random reads and calculating a time average per read operation. Failure of the test indicates a problem with the hard drive subsystem.
The Optical Drives diagnostic performs the following tests:
  • DVD Drive Unit Ready Test - This test verifies that the drive is being initialized. A non-blank DVD is required for this test.
  • DVD Drive Random Read Test - This test checks the ability to randomly read from media with no issues. A non-blank DVD is required for this test.
  • DVD Drive Sequential Read Test - This test checks the ability to sequentially read a media. A non-blank DVD is required for this test.
  • DVD Drive Read Write Test - This test verifies the write capability of a writable optical drive. The media type should always be specified. A blank DVD-RW disk is required for this test.
Use the following steps:
  1. Click the Storage tile to test all the storage devices (hard drives and optical drives) installed on the computer.
    Figure 47: Storage tile
    Storage tile
  2. To test the hard disk drives, click the Hard Drives tile.
    Figure 48: Hard Drives tile
    Hard Drives tile
  3. On the All SATA HDDs page, click Test.
    Figure 49: All SATA HDDs tile
    All SATA HDDs tile
  4. Click Run to start the test.
    Figure 50: Available Hard Drives tests
    Available Hard Drives tests
  5. Wait while the tests run. The status of each test displays on the screen as the tests are running.
    Figure 51: Hard Drives testing in progress
    Hard Drives testing in progress
  6. The test results display on the screen.
    Figure 52: Hard drives test results
    Hard drives test results
  7. To view the test log, click the Test Log button.
  8. When done, click Back until you return to the Storage menu.
  9. Click the Optical Drives tile to test all the optical drives (DVD) installed on the computer.
    Figure 53: Optical drives tile
    Optical drives tile
  10. On the All DVD Drives page, click Test.
    Figure 54: All DVD Drives screen
    All DVD Drives screen
  11. Click Run to start the tests.
    Figure 55: DVD Drives diagnostic tests
    DVD Drives diagnostic tests
  12. Wait while the tests run. The status of each test displays on the screen as the tests are running. Follow any instructions that appear.
    NOTE:To perform the DVD Drive Read Write Test, a blank DVD-RW is needed. If you do not have a blank DVD-RW media available, click Cancel to cancel the DVD Drive Read Write Test.
    Figure 56: DVD Drives diagnostic tests in progress
    DVD Drives diagnostic tests in progress
  13. When the tests are complete, the results display on the screen.
    Figure 57: DVD test results
    DVD test results
  14. To view the test log, click the Test Log button. When done reviewing the test log, click Close.
  15. Click Back until you return to the main menu.
Use these tests if you are having trouble accessing your network or the Internet.
The following tests are available in the Network and Internet Connectivity category:
  • Network IRQ Test - This test verifies the IRQ configuration of the network device. It will fail if the IRQ configuration is incorrect.
  • Network Ping Test - This test verifies the ability to transmit/receive data over the network by pinging both a DHCP server and the local interface.
  • Network Speed Test - This test checks the actual speed of the network device and compares it to the expected speed.
Use the following steps:
  1. Click the Network and Internet Connectivity tile.
    Figure 58: Network tile
    Network tile
  2. The Network and Internet Connectivity screen displays. Click Test.
    Figure 59: Network and Internet Connectivity screen
     Network and Internet Connectivity screen
  3. The Network Controller screen displays a list of the tests that are included in this diagnostic.
  4. When the tests are done, the results display.
    Figure 60: Network test results
    Network test results
  5. To view the test log, click the Test Log button. When done reviewing the test log, click Close.
  6. Click Back until you return to the main menu.
The Around the Computer category contains tests for components such as keyboard, mouse, and printers. Components and available tests vary by computer.
Use the following steps:
  1. Click the Around the Computer tile.
    Figure 61: Around the computer tile
    Around the computer tile
  2. The computer in this example contains a keyboard and a mouse. Click Test to see the available tests for these devices.
    Figure 62: Around the computer tests
    Around the computer tests
  3. The following keyboard tests are available for this computer.
    • Full Keyboard Test - This test verifies that all keyboard keys are functional. This test works with different keyboard layouts.
    • Full LED Test - Verifies that the keyboard LEDs are working properly.
    Click Run to start the tests now.
    Figure 63: Keyboard tests
    Keyboard tests
  4. The instructions screen displays the following message:
    Press the buttons displayed on the screen. To finish the test, move the mouse to the PASS or FAIL button, and click the left mouse button.
    Click OK.
    Figure 64: Keyboard test instructions
    Keyboard test instructions
  5. The Keyboard Parameters screen displays. Select the keyboard type and then click OK to begin the test.
    Figure 65: Keyboard Parameters screen
    Keyboard Parameters screen
  6. A graphic of a keyboard displays on the screen. Press each key on the keyboard. As each key is pressed on the keyboard, that key is shown in black on the keyboard graphic on the screen. When the test is complete, and all the keys have been pressed, all the keys on the graphic should be black.
    Figure 66: Keyboard test in progress
    Keyboard test in progress
  7. If all the keys are black, click the green pass button. To end the test without pressing all the keys, click the red fail button.
  8. The next test is the Full LED Test. This is an interactive test that flashes the keyboard LEDs. A screen displays the following message:
    Are all LEDs of the keyboard blinking?
  9. Check the keyboard, and then click Yes if all the LEDs are blinking.
    Figure 67: Keyboard LED test
    Keyboard LED test
  10. The next test is the Mouse Pointer Test. This is an interactive test that checks the mouse buttons.
    Click Run to begin the test.
    Figure 68: Mouse test
    Mouse test
  11. Read the instructions on the screen, and click OK to begin testing.
    Figure 69: Starting the Mouse test
    Starting the Mouse test
  12. Move the cursor to each mouse on the screen. Click the designated button two times.
  13. Point at the mouse in the upper left corner of the screen. Double-click the left mouse button. Continue to follow the instructions on the screen until the test is complete.
    Figure 70: Double-click the mouse button
    Double-click the mouse button
  14. When the tests are complete, the test results page displays.
    Figure 71: Test results
    Test results
  15. Click Test Log to see detailed results of the tests. When done reviewing the test log, click Close.
  16. Click Back until you return to the main menu.
The System Tests category consolidates all the tests in the System, Storage, and Network and Internet Connectivity categories. Components and available tests vary by computer.
NOTE:These test take about twelve to fifteen minutes to complete.
Use the following steps:
  1. Click the System Tests tile.
    Figure 72: System Tests tile
    System Tests tile
  2. The System Tests screen lists all the tests in this category.
    Click Run to run all the tests listed on the System Tests screen.
    Figure 73: System tests screen
    System tests screen
  3. The next screen shows the tests running. They run sequentially from top to bottom.
    NOTE:In the lower left corner, the overall status and elapsed time is shown. You can cancel the tests at any time by clicking Cancel.
    Figure 74: System tests running
    System tests running
    NOTE:To perform the DVD write test, a blank DVD is needed. If you do not have a blank DVD available, click OK to cause the DVD Drive Read Write Test to fail.
  4. The test results screen displays when the tests are complete. Click Test Log to see detailed results of the tests. When done reviewing the test log, click Close.
  5. Click Back until you return to the main menu.
Use the memory test to run a thorough test on the computer memory. You can choose the Quick Tests or the Complete tests. Depending on how much memory is in the computer, the Quick tests take about twelve to fifteen minutes to run one test loop. The complete set of memory tests takes longer than the Quick Tests, but can detect errors the Quick Tests cannot.
Use the following steps:
  1. Insert the HP Vision Diagnostics disc in the CD/DVD drive and turn off the computer.
  2. Turn the computer on and immediately press the Esc key repeatedly, about once every second.
  3. When the Startup Menu displays, press the F9 key to select a boot device.
    Figure 75: Startup Menu
    Startup Menu
  4. Use the arrow keys to scroll down to the disc drive or USB drive, and then press the Enter key.
    Figure 76: Select boot device
    Select boot device
  5. Press 2 on the keyboard to start the HP Memory Tests.
    Figure 77: Starting HP Memory Tests
    Starting HP Memory Tests
  6. You can choose to read, agree to, or disagree with the End-User License Agreement. If you disagree, you will be prompted to reboot your computer and you will not be able to run the memory tests.
    Press A to agree.
    Figure 78: License Agreement
    License Agreement
  7. Select a test mode. The Quick Tests are good for general memory testing and will find most of the common errors, as well as take less time than the Complete Tests.
    Enter 1 for Quick Tests or 2 for Complete Tests.
    Figure 79: Memory Tests Mode Selection
    Memory Tests Mode Selection
  8. Enter the number of test loops or press Enter to keep the default value. The default number is one test loop, and is good for a basic memory test.
    Press Enter to accept the default value.
    Figure 80: Setting the number of test loops
    Setting the number of test loops
  9. Wait while the memory test runs the following tests:
    • Address test
    • Walk test
    • Noise test
    • March Test
    • Read test
    • Write test
    Figure 81: Memory testing
    Memory testing
  10. When the memory testing is complete, the results display on the screen.
    Figure 82: Quick Memory test results
    Quick Memory test results
  11. If there is a problem with the computer memory, the memory test displays an HP Warranty ID number. Make a note of this number for future reference.
  12. Press any key to reboot your computer.
BIOS diagnostic tests are used for quick hardware troubleshooting at system startup. These tests can be loaded even when a hardware failure prevents the operating system from starting. In addition, these tests load in a fraction of the time that it takes the operating system to start.
Use these diagnostics when you are having intermittent issues, or when you suspect memory or hard drive issues. These tests take one to two minutes to complete.
Use one of the following sections to run the BIOS diagnostic tests:
Complete the following steps:
  1. Turn off the computer.
  2. Restart the computer, pressing the F9 key repeatedly until the HP Vision Hardware Diagnostics start.
  3. Wait while the diagnostic automatically runs the following tests:
    • CPU test
    • Hard Drive Connection test
    • Boot test
    • S.M.A.R.T. test (hard drive test)
    • Memory test
  4. When the testing is complete, the results display on the screen. If a test fails, write down the error message and error code so you have the information when you contact HP Support.
    Figure 83: Vision Hardware Diagnostics results
    BIOS Diagnostics results
  5. Press the R key to reboot the computer.
Complete the following steps:
  1. Turn off the computer.
  2. Use one of the following methods:
    • Turn on the computer and immediately press the F2 key repeatedly, about once every second, until the HP Vision Hardware Diagnostics program opens.
    • Turn on the computer and immediately press the Escape key repeatedly, about once every second, until the Startup menu opens. Then press F2.
      Figure 84: Startup menu
      Startup menu
  3. Wait while the diagnostic automatically runs the following tests:
    • CPU test
    • Hard Drive Connection test
    • Boot test
    • S.M.A.R.T. test (hard drive test)
    • Memory test
  4. When the testing is complete, the results are displayed on the screen. If a test fails, write down the error message and error code so you have the information when you contact HP Support.
    Figure 85: Vision Hardware Diagnostics results
    BIOS Diagnostics results
  5. Press the R key to reboot the computer.
Complete the following steps:
  1. Turn off the computer.
  2. Turn on the computer and press the F10 key before Windows starts.
  3. Select your language. English is the default language choice.
    Figure 86: Select Language window
    Select Language window with English default selection
  4. From the Setup Utility, select Storage, and then select DPS Self-test from the drop-down menu.
    Figure 87: HP Setup Utility Window with DPS Self-test selected
     Setup Utility Window with Storage, DPS Self-test selected
  5. When the testing is complete, the results are displayed on the screen. Follow any on-screen instructions. If a test fails, write down the error message and error code so you have the information when you contact HP Support.
  6. From the Setup Utility, select Advanced, and then select Execute Memory Test from the drop-down menu.
    Figure 88: HP Setup Utility Window with Execute Memory Test selected
     Setup Utility Window with Advanced, Execute Memory Test selected
  7. When the testing is complete, the results are displayed on the screen. Follow any on-screen instructions. If a test fails, write down the error message and error code so you have the information when you contact HP Support.

Hardware Diagnostic Tools

Hardware Diagnostic Tools is a program you can use to test computer hardware and troubleshoot computer issues. Use one of the following sections to test for hardware problems.
This section explains how to use the Hardware Diagnostic Tools when Windows 7 is working and you are able to open the program from Windows. If you cannot access Windows 7 or open the Hardware Diagnostic Tools from Windows, see Using Hardware Diagnostic Tools when Windows will not open or Using the Bootable Diagnostic Disc .

Step 1: Before you begin

Close all programs and turn off the screen saver. Most of the tests take only a few minutes to complete, however, some tests may take longer and use a lot of system resources. Turn off non-essential applications to help the tests run more efficiently.
NOTE: Hardware Diagnostic Tools provides a lot of information. For best results, read and follow the instructions as they are displayed. The instructions may be displayed before, during, or after the tests are run.

Step 2: Start Hardware Diagnostic Tools in Windows 7

Click Start , All Programs, PC Help & Tools, and Hardware Diagnostic Tools.
If you are prompted for an Administrator password or confirmation, type the password or provide confirmation.
A window opens and displays a message to close all applications. Close all non-essential applications and click OK to continue.
Figure 89: Close all applications
Save any documents and close all applications before running diagnostics
Figure 90: Collecting information
Please wait while Hardware Diagnostic Tools collects information

Step 3: Check Alert Messages

Hardware Diagnostic Tools scans the computer for any disabled or misconfigured devices. Detected issues are displayed in the Alerts section at the top of the main page. Always check the Alerts first, the computer issue may be related to an alert.
Figure 91: Alerts
Hardware Diagnostic Tools Alerts
  1. Click Alerts and review the messages.
    If no alerts are displayed, go to Step 4: Testing a device to start testing.
  2. Record a bootable diagnostic disc (optional).
    The first alert is usually a reminder to record a bootable diagnostic disc. In case the computer is ever unable to start, the bootable disc can be used to open Hardware Diagnostic Tools to help diagnose the problem.
    Figure 92: Alert: Create Bootable Diagnostic Disc
    Alert: Create Bootable Diagnostic Disc
    Click Bootable Diagnostic Media Creator and follow the on-screen instructions to create a bootable disc.
  3. Review any other alerts. Read the information and decide whether it relates to the issue you are troubleshooting.

Step 4: Testing a device

The Hardware Diagnostic Tools main page displays device categories. Mouse over the category to view more information.
Figure 93: Hardware Diagnostic Tools: main page
Hardware Diagnostic Tools
  1. Select a category from the list on the left or from the groups on the main page.
  2. Look for any Misconfigured devices.
    Do one of the following:
    • Click the device and review the device information.
    • Click one of the System Tools and resolve the misconfiguration issue.
    • Do not troubleshoot the misconfigured device. The misconfigured device is not related to your current issue. Resolve the misconfigured device issue another time.
  3. Select a device and click Run test.
  4. Click Yes to continue.
    Figure 94: Confirm test
    Confirm test
    NOTE:Some tests may display additional messages. Follow the instructions and click OK to continue.

Step 5: Understanding test results

Three test results are possible:
  • Pass: No problems were detected for the hardware device tested. This may indicate that the computer issue is caused by a software program and not the hardware.
  • Fail or Specific problem description: A problem was detected with the hardware device. Follow the detailed instructions to help fix the problem, or click one of the links to view related help topics in the Help and Support Center or in the Hardware Diagnostic Tools online help.
  • Test aborted: The test was cancelled before completion.
Figure 95: Test results
Test results
If you cannot access Windows 7, you can still use the Hardware Diagnostic Tools to test for hardware issues.
Use the following steps to perform a hardware test from the hard drive through the Recovery Manager upon system startup:
Step 1: Start Hardware Diagnostic Tools
NOTE: Hardware Diagnostic Tools provides a lot of information. For best results, read and follow the instructions as they are displayed. The instructions may be displayed before, during, and after the tests are run.
  1. Turn off the computer.
  2. Disconnect all connected devices (such as the Personal Media Drive, USB drives, printer, and fax), remove media from drives, and remove any recently added internal hardware. Do not disconnect the monitor, keyboard, mouse, or power cord.
  3. Turn on the computer.
  4. Do one of the following actions depending on how Windows 7 was installed:
    • If Windows 7 came pre-installed on your computer, or you upgraded from Windows Vista, press the F11 key repeatedly when the first screen opens (the logo screen), until the Recovery Manager program opens on the screen.
    • If your computer was upgraded from Windows XP to Windows 7, press the F10 key repeatedly when the first screen opens (the logo screen) until the Recovery Manager program opens on the screen.
    Figure 96: Recovery manager
    Recovery Manager
  5. Click Run Computer Checkup.
Step 2: Run tests
  1. Click Basic Test to test the CPU, hard disk drive, and computer memory.
  2. For more detailed analysis of the hard drive, optical drive, CPU or memory, choose one of the tests under Advanced Category.
    Figure 97: Hardware Diagnostic Tools
    Hardware Diagnostic Tools
  3. On the test screen, click Run.
    Three test results are possible:
    • Passed: No problems were detected for the hardware device tested. This may indicate that the computer issue is caused by software program and not the hardware.
    • Failed: A problem was detected with the hardware device. Make a note of the error code. Replace the bad component or have your computer serviced.
    • Test aborted: The test was cancelled before completion.
  4. When the test is complete, click Quit to finish using Hardware Diagnostic Tools and restart the computer.
  5. Click Quit to finish using the Hardware Diagnostic Tools and restart the computer.
If your computer was manufactured in 2008 or later, you may be able to run a hardware diagnostic test during the startup process. To do so, turn on the computer and press the F9 key during the screen with the HP or Compaq logo.
Figure 98: Example of Boot screen that displays the key press to enter the BIOS test.
Diagnostic Tools opens and performs a variety of hardware tests. Green checkmarks appear next to hardware items that pass the test. Any problems found are reported.
Figure 99: Screen example: Diagnostic Tools test
If you cannot access Windows 7 or the Recovery Manager, you can use a Bootable Diagnostic Disc to run the Hardware Diagnostic Tools. The Bootable Diagnostic Disc is created using the Hardware Diagnostic Tools in Windows 7. For more information about creating the Bootable Diagnostic Disc, see Using Hardware Diagnostic Tools from Windows .
Once you have created the Bootable Diagnostic Disc, use these steps to run Hardware Diagnostic Tools from the disc:
  1. Insert the Bootable Diagnostic Disc into the disc drive.
  2. Restart the computer.
  3. On the Language Selection screen, type the letter that corresponds to your language. For example, type A to select English.
  4. On the Introduction screen, press the spacebar to continue.
  5. From the Symptoms menu, press the number key that corresponds to the symptom you are experiencing. If you are not sure which symptom to use, press the 4 key to run the basic test suite.
  6. Based on the symptom you chose, the Hardware Diagnostic Tools run tests on your computer hardware.
    Three test results are possible:
    • Passed: No problems were detected for the hardware device tested. This may indicate that the computer issue is caused by software program and not the hardware.
    • Failed: A problem was detected with the hardware device. Make a note of the error code in the test log. To view the test log, press the spacebar to return to the Symptoms menu, then press the 7 key.
      Replace the bad component or have your computer serviced.
    • Test aborted: The test was cancelled before completion.
  7. Press the spacebar to return to the Symptoms menu.
  8. To view detailed information about each test performed, press the 7 key from the Symptoms menu.
  9. Press 8 to exit Hardware Diagnostic Tools.
  10. Remove the disc from the drive, then press any key to restart the system.

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