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Testing for Hardware Failures (Windows 7, Vista)

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This document pertains to HP Notebook PCs with Windows 7 or Windows Vista.
HP PC Diagnostics UEFI or the HP System Diagnostics provides access to a comprehensive set of tests to check for hardware failures. These diagnostics are accessed by pressing the F2 key while the computer is starting. HP Support Assistant is accessed from Windows and includes a more limited set of hardware diagnostics tests.

Checking for the latest updates

The UEFI System Diagnostic is available on most HP notebook PCs, manufactured after late-2008. An updated BIOS and updated System Diagnostic may be available for your computer. If so, download and install the UEFI. Go to the Software Drivers and Downloads page for more information.
Many issues with HP Support Assistant can be resolved by downloading and installing the latest version of HP Support Assistant from the HP Support Assistant home site.

Testing using HP PC Hardware Diagnostics UEFI

HP PC Hardware Diagnostics UEFI enables you to test the main components on your computer using quick tests or longer, more comprehensive tests. You can use HP PC Hardware Diagnostics UEFI even if the computer does not open to Windows. Follow these steps to run the hardware diagnostics tests:
  1. Hold the power button for at least five seconds to turn off the computer.
  2. Turn on the computer and immediately press the F2 key repeatedly, about once every second, until you see one of the following screens:


If this screen is displayed, continue with UEFI System and Component Testing .


If this screen is displayed, see Basic hardware diagnostics tests .


If this screen is displayed, see Testing using HP System Diagnostics .
NOTE:If your HP PC Hardware Diagnostics UEFI is older than the version used here, you can upgrade it to the latest version. For the latest software version and installation instructions, go to Checking for the latest updates .
The HP PC Hardware Diagnostics UEFI main menu has system information, tests, and test logs. The steps in this section describe how to run the tests and view the test logs.
Figure 1: HP PC Hardware Diagnostics UEFI
Diagnostics UEFI opening screen - options
UEFI System and Component Testing
Use one of the following tests to check for hardware failures:
There are two system tests; Quick Test and Extensive Test. The Quick Test checks the system for basic functionally of the main components.
NOTE:Your computer cannot be used during the tests. The Quick Test can take up to 10 minutes to complete. The test can be ended by pressing the ESC key at any time.
Figure 2: System Test options
System tests opening screen
  1. Click Quick Test , and then Run once .
    Figure 3: Quick Test - Run once
    System Quick Tests Run once
  2. The test can take up to 10 minutes. The test result and time remaining are shown on the screen.
    Figure 4: Test in progress
    System Quick Tests in progress
  3. If no system component failed, continue to the Extensive Test .
    If a component fails a test, write down the information so you have it available when you contact HP Support. The information is also available in Test Logs on the Main Menu.
These tests are designed to comprehensively test the system components. These tests run consecutively through the listed components, and can take 2 or more hours to complete.
NOTE:Your computer cannot be used during the tests. The test can be ended by pressing the ESC key at any time.
Figure 5: System Test options
System tests opening screen
  1. Click Extensive Test , and then Run once , or Loop until error .
    Figure 6: System Extensive Test
  2. The test can take 2 or more hours to complete. The test result and time remaining are shown on the screen.
  3. If a component fails a test, write down the information so you have it available when you contact HP Support. The information is also available in Test Logs on the Main Menu.
    If the System Test did not detect a hardware problem, continue with the Component Tests .
These tests are used to manually select and test the individual computer components. The Component Tests can take two hours or longer to complete. The Memory and Hard Drive tests include Quick Tests and Extensive Tests, and can be set to loop until an error occurs. The Video test includes a video memory test.
Figure 7: Component Tests options
List of the Component tests
  1. Select one of the listed components and follow the on-screen instructions.
    • Processor - Quick (15 second) functional test of the processors. Click Processor , and then Run once .
    • Memory - There are two different memory tests available. If you think there is a problem with the memory, first try the Quick Test (about 10 minutes). If the Quick Test does not find a problem, run the Extensive Test (about 45 minutes).
      To run the memory tests follow the steps in UEFI Memory Test .
    • Hard Drive - There are six hard drive tests, which can take from 10 minutes to 2 hours or more to complete.
      To run the hard drive tests follow the steps in UEFI Hard Drive Tests .
    • Battery - To run the battery test and for battery information follow the steps in UEFI Battery Test .
    • Keyboard - Quick interactive functional test of the keys on the keyboard. Click Keyboard , and then Run once .
    • Mouse - 20 second interactive functional test to determine if the mouse is functioning correctly. Click Mouse , and then Run once .
    • Optical Drive - This is a set of 1- 2 minute functional tests of the optical drives. Select one of the tests listed, and then click Run once .
    • System Board - Quick (30 second) functional test of the components on the system board. Click System Board , and then Run once .
    • USB Port - This test is interactive and requires you to connect an external USB device when prompted. To start the test, click USB Port , and then Run once and follow the on-screen instructions.
    • Video - This test includes two tests of the video hardware on your computer. Select one of the following tests, and the click Run Once .
      • 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.
    • Wireless Module - This quick test verifies that the wireless module is detected by the BIOS and enabled. Click Wireless Module , and then Run once .
    • 1394 Port - This is a 1 minute interactive functional test of the 1394 ports and requires a 1394 device such as a 1394 hard drive or camera. Click 1394 Port , and then Run once and follow the on-screen instructions.
    • Main Menu - Returns to the beginning diagnostics screen.
  2. If any component fails a test, write down the information so you have it available when you contact HP Support. The information is also available in the Test Logs, on the Main Menu.
    NOTE:If you need to end a test before it is complete, press the ESC key.
The memory tests include a Quick Test and an Extensive Test. If you think there is a problem with the memory, first try the Quick Test (about 10 minutes). If the Quick Test does not find a problem, run the Extensive Test (about 45 minutes).
Follow these steps to run the Quick Test:
  1. Click Memory from the Component Tests page.
  2. Click Quick Test .
    Figure 8: Run the Quick Test
    Quick Memory  test page
    The Quick Test begins.
  3. When the Quick Test is complete the results are displayed on the screen.
    If the memory passes the Quick Test but there is still a problem with the computer memory, proceed to the next step to run the Extensive Test.
    If the memory fails the tests, write down the information so you have it available when you contact HP Support. The information is also available in the Test Logs , on the Diagnostics UEFI main page.
Follow these steps to run the Extensive Test:
  1. Click Main Menu , and then click Component Tests .
  2. Click Memory , and then select Extensive Test .
    Figure 9: Run the Extensive Test
    Extensive Memory  test page
  3. The Extensive Test begins. This test can take 45 minutes or longer.
  4. When the Extensive Test is complete the results are displayed on the screen.
If the memory fails one of the tests, write down the information so you have it available when you contact HP Support. The information is also available in the Test Logs on the Diagnostics UEFI main page.
There are six hard drive tests. If you think there is a problem with the hard drive, first try the Quick Test (about 10 minutes). If the Quick Test does not find a problem, run the Extensive Test (2 hours or more).
Follow these steps to run the Quick Test:
  1. Click Hard Drive from the Component Tests page.
    Figure 10: Hard Drive Tests
     Hard Drive Test
  2. Click Quick Test , and then select Run Once .
    Figure 11: Hard Drive Quick Test
    Hard Drive Quick Test - Run once
    The Hard Drive Quick Test begins. If the computer has more than one hard drive, you are asked to select a hard drive, or to test all the hard drives at once, select Test All Hard Drives .
  3. When the test is complete the results are displayed on the screen. Test results can also be found in the Test Logs on the Main Menu.
    Figure 12: Hard Drive Quick Test - results
    Hard Drive Quick Tests results
    If the hard drive passes the Quick Test, but there is still a problem with the hard drive, proceed to the next step to run the Extensive Test. This test includes the SMART Check, Short DST, Optimized DST, and Long DST.
    NOTE:The Hard Drive Extensive Tests can be run individually by clicking a test in the Hard Drive Tests menu, and then clicking Run once .
Follow these steps to run the Extensive Test:
  1. Click Main Menu , and then click Component Tests .
  2. Click Hard Drive , and then click Extensive Test .
  3. Click Run Once .
    Figure 13: Run the Extensive Test
    Extensive Test running
    If the computer has more than one hard drive, you are asked to select a hard drive, or to test all the hard drives at once, select Test All Hard Drives . The Extensive Test runs all the tests listed on the screen for the drive selected. The Estimated Time Remaining is also shown.
    Figure 14: Hard Drive Extensive Tests - in progress
    Hard Drive Tests in progress
  4. When the Extensive Test is complete the results are displayed on the screen.
If the hard drive fails one of the tests, write down the information so you have it available when you contact HP Support. The information is also available in the Test Logs on the Diagnostics UEFI Main Menu.
HP PC Hardware Diagnostics UEFI tests the functioning of 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. Click Component Tests on the Main Menu, and then click Battery .
  2. Click Run once .
    Figure 15: Battery Test - Run once
     Battery Test screen with Run once selected.
    The Battery Test begins.
  3. When the battery test is complete, the results are displayed on the screen. For additional battery information, click Battery Details .
    Figure 16: Battery test results
     Battery Details button
    Figure 17: Battery Details
     Battery Details screen
If the battery fails one of the tests, write down the information so you have it available when you contact HP Support. The information is also available in the Test Logs on the Diagnostics UEFI Main Menu.

System Diagnostics basic hardware diagnostics tests

If the hard drive is not detected or is reporting problems, the following screen is displayed with two testing options: Memory Test, and Hard Disk Check.
Figure 18: Basic HP System Diagnostics
Basic HP System Diagnostics showing the memory and hard disk tests

Running the Memory Test in System Diagnostics

To run the Memory Test, use the keyboard arrows to select Memory Test .
Figure 19: Memory Test
Running the memory test
After starting the test, there are two screens displayed: test in progress, and after the test, a pass or fail screen.

Running the Hard Disk Check in System Diagnostics

To run the Hard Disk test, use the keyboard arrows to select Hard Disk Check .
Figure 20: Hard Disk Check
Running the hard disk test
After starting the test, there are two screens displayed: test in progress, and after the test, a pass or fail screen.

Testing using HP System Diagnostics

HP System Diagnostics is a program built into the BIOS of your computer and is a quick and easy way to identify basic computer hardware problems. Since it is built into the BIOS, HP System Diagnostics can be opened even when you cannot open the computer to Windows.
NOTE:Some computers that came with Windows Vista may not have HP System Diagnostics.
Complete the following steps to open HP System Diagnostics:
  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 System 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 21: HP System Diagnostics
    Image of HP System Diagnostics screen
    The System Diagnostics window allows you to run several diagnostic tests. Each test determines if the hardware is functioning properly, and displays an error message and a warranty ID if there is a hardware failure.
Select the F2 option on the Startup Menu to access the following diagnostic tests. Most of the tests run until you press the esc key to cancel. Read a section below for more information.
System Information displays information about the computer including the Model and Product ID which you need to locate the proper BIOS and driver updates, or contact HP Support or order replacement parts.
Figure 22: System Information
Image of System Information screen
The Start-Up test analyzes the core system components that are required to boot the computer, including memory, the system board, chipset, CPU, and hard disk. Use the start-up test whenever the computer fails to boot properly. This diagnostic is highly accurate and determines if the problem is hardware-related or software-related in about ten to fifteen minutes.
Figure 23: Start-Up Test
Image of Start-Up Test screen
The following tests are performed in sequence.
  1. Memory test
  2. Hard Drive Quick test
  3. SMART check
The Run-In Test repeats the Start-Up Test and checks for intermittent problems that the short start-up test does not detect. The test runs continuously until it is manually stopped by pressing the esc key.
Figure 24: Run-In Test
Image of Run-In Test screen.
Use the Run-In Test to determine the cause of intermittent problems. For example, if the computer boots correctly and suddenly shuts down due to a critical error, the Run-In Test attempts to detect the root cause of the problem. Additionally, if the computer does not boot at all, the Run-In Test attempts to determine the cause of the boot failure.
The Hard Disk Test analyzes the physical condition of the hard disk, and then checks every bit of data in every sector on the hard disk. If the test detects a damaged sector, it attempts to retrieve the data from that sector and move it to a good sector. It also marks the damaged sector, so that the computer does not attempt to write data to this sector again.
Figure 25: Hard Disk Test
Image of Hard Disk Test screen.
The Hard Disk Test may take an hour or more, depending on the size of the hard drive.
  1. Quick test
  2. Full test
  3. SMART check
The Memory Test analyzes the physical condition of the memory modules. If it reports an error, replace the memory immediately.
Figure 26: Memory Test
Image of Memory Test screen.
The Battery Test analyzes the condition of the battery. If the battery fails the test and has an available warranty, it displays a warranty ID. You should contact HP support to report the issue and get a replacement battery.
Figure 27: Battery Test
Image of Battery Test screen.
The Error Log provides a historical record of the diagnostic tests and their results. This log is particularly valuable when you can contact HP Customer Service for assistance.
Figure 28: Error Log
Image of Error Log screen.
See the Failure Codes and recommended actions for information on the individual codes and recommended actions.
If you see a failure code after the system diagnostic tests complete, write it down and contact HP for support. Otherwise, the agent may want you to go through the diagnostic testing process again to obtain the failure ID.
The HP failure code contains four fields of six characters each, such as XXXXXX-XXXXXX-XXXXXX-XXXXXX , where X is an alpha-numeric character.
NOTE:Having a failure code does not mean that your computer is still under warranty. The warranty start date on the computer determines if it is still under warranty. The agent can assist you with this when you contact HP.
The BIOS displays the following error codes and messages. The error code consists of two parts. The first byte represents the Field Replaceable Unit (FRU), and the second byte represents the test that failed. If you receive an error code, contact HP with the Error Code for assistance. You are encouraged to contact an HP support agent for assistance because an error code may indicate different conditions or corrective actions depending on the specific models.
Field Replaceable Unit Codes
FRUCode
System BoardX0
CPUX1
MemoryX2
Hard DiskX3
Optical CD/DVD DiskX4
BIOSX5
BatteryX6
WirelessX7
System Diagnostics Failure Codes & Corrective Actions
Test DescriptionFailure DescriptionError CodePossible Corrective Actions
Product Information Invalid value 00A
Start-up Test Memory Module 200 You can attempt to reseat the memory module and then repeat the test.

See Computer Does not Start (Windows 7, Vista, XP) for details on troubleshooting start-up issues.

If the memory module still fails, contact HP Support.
Start-up Test Hard Disk 1 SMART 301 You can attempt to reseat the hard drive and repeat the test.

The hard disk drive may have failed. Contact HP Support for further assistance.
Start-up Test Hard Disk 2 SMART 302 The hard disk drive may have failed. Contact HP Support for further assistance.
Start-up Test Hard Disk 1 Quick 303 The hard disk drive may have failed. Contact HP Support for further assistance.
Start-up TestHard Disk 2 Quick 304 The hard disk drive may have failed. Contact HP Support for further assistance.
Run-in Test Memory Module 200You can attempt to reseat the memory module and then repeat the test.

See Computer Does not Start (Windows 7, Vista, XP) for details on troubleshooting start-up issues.

If the memory module still fails, contact HP Support.
Run-in TestHard Disk 1 SMART301 You can attempt to reseat the hard drive and repeat the test.

The hard disk drive may have failed. Contact HP Support for further assistance.
Run-in Test Hard Disk 2 SMART302 The hard disk drive may have failed. Contact HP Support for further assistance.
Run-in Test Hard Disk 1 Quick303 The hard disk drive may have failed. Contact HP Support for further assistance.
Run-in Test Hard Disk 2 Quick304 The hard disk drive may have failed. Contact HP Support for further assistance.
Hard Disk Test Hard Disk 1 SMART 301 You can attempt to reseat the hard drive and repeat the test.

The hard disk drive may have failed. Contact HP Support for further assistance.
Hard Disk TestHard Disk 2 SMART302 The hard disk drive may have failed. Contact HP Support for further assistance.
Hard Disk Test Hard Disk 1 Quick 303 The hard disk drive may have failed. Contact HP Support for further assistance.
Hard Disk Test Hard Disk 2 Quick 304 The hard disk drive may have failed. Contact HP Support for further assistance.
Hard Disk TestHard Disk 1 Full 305 The hard disk drive may have failed. Contact HP Support for further assistance.
Hard Disk Test Hard Disk 2 Full 306 The hard disk drive may have failed. Contact HP Support for further assistance.
BGA Detect BGA Integrity 001
Boot Device Manager Boot device not found 3F0 This indicates a potential problem with the hard drive. Please run the hard drive test.

See Testing a Hard Disk from the BIOS for more information.
Boot Device Manager Hard Disk 1 Error 3F1 This indicates a potential problem with the hard drive. Please run the hard drive test.

See Testing a Hard Disk from the BIOS for more information.
Boot Device Manager Hard Disk 2 Error 3F2 This indicates a potential problem with the hard drive. Please run the hard drive test.

See Testing a Hard Disk from the BIOS for more information.
Boot Device Manager Hard Disk 1 SMART 301 This indicates a potential problem with the hard drive. Please run the hard drive test.

See Testing a Hard Disk from the BIOS for more information.
Boot Device Manager Hard Disk 2 SMART 302 This indicates a potential problem with the hard drive. Please run the hard drive test.

See Testing a Hard Disk from the BIOS for more information.
BIOS Recovery BIOS Recovery Occurred 500 This is message indicates that BIOS recovery was completed successfully. No further action is required.
BIOS Application BIOS Application Error 501 The BIOS installation may have become corrupted. Download the latest version of the BIOS and install it. See Updating the BIOS for more information.

If re-installing the BIOS fails, contact HP support for further assistance.
CMOS Recovery CMOS Recovery Occurred 502 This is message indicates that CMOS recovery was completed successfully. No further action is required.
Battery Check Primary Battery Replace 601 This indicates that the primary battery has very low capacity. See Testing and Calibrating the Battery (Windows 7) or Testing the Battery (Windows Vista) for details on using the HP Support Assistant to verify the battery capacity and, if necessary, order a replacement.
Battery Check Secondary Battery Replace 602 This indicates that the secondary battery has very low capacity. See Testing and Calibrating the Battery (Windows 7) or Testing the Battery (Windows Vista) for details on using the HP Support Assistant to verify the battery capacity and, if necessary, order a replacement.
Wireless ModuleNot installed or responding 701 Reseat the wireless LAN adapter module, if your notebook supports it.

Because seating or reseating a wireless LAN adapter is unique to each HP notebook PC model, it is recommended that you go to www.hp.com and perform a search using the keywords reseat wireless . When the list of articles appears on the search results page, look for any articles that match your notebook model. Not all notebooks support the ability to remove and/or install a wireless LAN adapter module.

If the memory module still fails, contact HP Support.
Fan Fan not operating correctly 90B The system fan may be malfunctioning.

For information on troubleshooting heat-related issues, see Fan is Noisy and Spins Constantly, PC is Warmer than Normal .

It is also recommended that you perform a hard reset as that can sometimes restore the system fan to working order. See Use Hard Reset to Resolve Hardware and Software Issues for details.

If the system fan continues to malfunction, contact HP support.

Testing using HP Support Assistant in Windows 7 or Vista

HP Support Assistant provides easy access to several hardware diagnostic tests. This section describes how to test for hardware problems with HP Support Assistant Diagnostics.
NOTE:Many issues with HP Support Assistant can be resolved by downloading and installing the latest version of HP Support Assistant from the HP Support Assistant home site (in English).
HP Support Assistant can be used only if the computer boots into Windows. If the computer does not boot into Windows, use the UEFI.
The hard drive test in HP Support Assistant has been removed because of its inability to test in RAID and eSATA environments. To test the hard drive , restart the computer and perform the test from the UEFI environment. See the Component Tests in UEFI.

Opening the HP Support Assistant Diagnostics in Windows 7 or Vista

To open the HP Support Assistant Diagnostics, complete the following steps:
  1. Click Start .
  2. Click All Programs .
  3. In the Programs list, click HP , and then click HP Support Assistant .
  4. A welcome screen appears if it has not been deactivated. 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 29: Welcome screen
     HP Support Assistant welcome screen
  5. Click Next to go to the HP Support Assistant main page.
    Figure 30: HP Support Assistant
     HP Support Assistant
  6. To access the HP diagnostic tools using HP Support Assistant, click the My computer button from the main page.
    Figure 31: My computer button
     My computer button
  7. Click the Diagnostics tab. The tests available on this page depend on your system configuration. Some test examples are explained in the following sections.
    Figure 32: HP Support Assistant Diagnostics
    Diagnostics tab in HP Support Assistant
  8. Proceed to the section for the test you want to run.
HP Battery Check tests the battery to see how well it is charging and discharging power. Follow these steps to run HP Battery Check:
  1. Click HP Battery Check .
    Figure 33: HP Battery Check
    HP Support Assistant with Battery Check selected
    The HP Battery Check begins.
    Figure 34: Test in progress
     Test in progress window
  2. HP Battery Check displays the test results when the test is complete. If any problems are detected, follow the on-screen instructions.
    Figure 35: Battery status
     Battery status screen
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. Click HP Network Check from the Diagnostics tab.
    Figure 36: HP Network Check
    HP Support Assistant with Network Check selected
  2. If the Welcome screen displays, click Next .
    Figure 37: Welcome to HP Network Check
     Welcome to HP Network Check screen
    HP Network Check collects information about the Internet and network connections.
    Figure 38: Collecting information
    HP Network Check window Collecting information
  3. 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 39: 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 40: No network detected
    Connections Status showing No network connected
  4. Click Network Information to view information about the network and Internet connections. You can also change settings and manage connections.
    Figure 41: Network information
    Network information screen