Jump to content

HP Pavilion 14-c025us Chromebook support

Testing for Hardware Failures (Windows 8)

  • PrintPrint
This information applies to HP and Compaq notebook computers with Windows 8.
HP provides diagnostic software that you can use to test hardware components on your computer; to confirm hardware failures when you suspect something is wrong.
HP provides two ways to access the testing software: HP PC Diagnostics UEFI at startup or through the HP Support Assistant software in Windows.
  • Use HP PC Diagnostics UEFI as the preferred method for testing hardware and when Windows 8 does not start.
  • Use HP Support Assistant for convenience in Windows. Not all tests are supported from HP Support Assistant.
NOTE: If you are not using the latest version of Windows 8, some graphics and information in this document may vary. You can get the latest version from the Microsoft Store.

Installing the latest version of HP PC Hardware Diagnostics (UEFI)

HP occasionally makes updates to its HP PC Hardware Diagnostics (UEFI) environment. For steps to find the latest version, go to About UEFI and the Startup Menu . You can install UEFI to a blank FAT or FAT32 formatted USB drive to use when the main storage device fails or when the UEFI files are corrupted. UEFI can be accessed from a USB drive by disabling Secure Boot.
  1. Download the latest version of UEFI, and then select Run .
    The InstallShield Wizard opens.
  2. Click Next .
    Figure 1: InstallShield Wizard
    InstallShield Wizard
  3. Select I accept the terms , and then click Next .
  4. Click Change to choose where to save the files.
    NOTE:The InstallShield WIzard automatically chooses to save the files on the computer hard drive. If you are installing UEFI on a USB drive, select the USB drive location.
    Figure 2: Location to Save Files
    Location to Save Files UEFI Installation
  5. Click OK .
    Figure 3: Browse for Folder
    Browse for Folder UEFI Installation
  6. Click Next .
    The UEFI Setup Wizard opens.
    Figure 4: UEFI Setup Wizard
    UEFI Setup Wizard Windows 8
  7. Click Next .
  8. Select the install location, and then click Next .
    NOTE:If you are downloading UEFI on the computer being tested, select UEFI Partition on Hard Drive . If you are installing UEFI on a USB drive, select USB Flash Drive .
    Figure 5: UEFI Setup Install Location to install on a USB storage device
    UEFI Setup Install Location
  9. Click Install .
    Figure 6: Ready to Install
    Ready to Install UEFI Installation
  10. Click Yes to create the HP_TOOLS partition.
    Figure 7: UEFI Setup HP_TOOLS Partition
    UEFI Setup HP_TOOLS Partition
  11. Click Finish to close the wizard.

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 UEFI even if the computer does not open to Windows. Follow these steps to run the hardware diagnostics tests:
NOTE:If you have accessed UEFI from a USB drive, skip to the next section System 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.
  3. The HP PC Hardware Diagnostics (UEFI) home page displays.
    Figure 8: HP PC Hardware Diagnostics (UEFI) screen
    HP PC Hardware Diagnostic UEFI screen
NOTE:If your HP PC Hardware Diagnostics (UEFI) is older than the version used here, you can upgrade it to the latest version. For information on UEFI and installation instructions for the latest version, go to About UEFI and the Startup Menu .
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. 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 15 minutes to complete. The test can be ended by pressing any key at any time during the testing.
Figure 9: System Test options
System tests opening screen
  1. Click Quick Test , and then Run once .
    Figure 10: Quick Test - Run once
    System Quick Tests Run once
  2. The test can take up to 15 minutes. The test result and time remaining are shown on the screen.
    Figure 11: 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 any key at any time during the testing.
Figure 12: System Test options
System tests opening screen
  1. Click Extensive Test , and then Run once , or Loop until error .
    Figure 13: System Extensive Test
    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 14: 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 ten 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 Memory Test .
    • Hard Drive - There are six hard drive tests, and can take from 10 minutes to 2 hours or more to complete.
      To run the hard drive tests follow the steps in Hard Drive Tests .
    • Audio - Quick interactive test to check that the audio system is functioning properly. Click Audio , and then Run once . Choose to check either the speakers or the headphones. When asked, enter the number of notes you heard.
    • Battery - To run the battery test and for battery information follow the steps in 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 .
    • Touch Screen - Quick interactive functional test to determine if the touch screen is functioning correctly. Click Touch Screen , 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 . You need to insert a CD or DVD to complete this testing.
    • 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 any 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 ten 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 15: Run the Quick Test
    Quick Memory  test page
    Click Run once . 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 16: Run the Extensive Test
    Extensive Memory  test page
  3. Click Run once . 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 ten 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 on the Main Menu.
    Figure 17: Hard Drive Tests
     Hard Drive Test
  2. Click Quick Test , and then select Run Once .
    Figure 18: 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 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 19: 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 , select Component Test ,
  2. Click Hard Drive , and then click Extensive Test .
  3. Click Run Once .
    Figure 20: 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 21: 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 22: 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 23: Battery test results and details
     Battery Details button
    Figure 24: 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.
For the latest software version and installation instructions, see HP UEFI Support Environment .

Testing from an external USB device (UEFI)

In the event UEFI is unable to load the extended tests from the hard drive, a properly prepared USB device can be used to boot the PC into an extended testing environment. To prepare a USB device, download and install the latest version of HP PC Hardware Diagnostics (UEFI) .
  1. Turn off the computer.
  2. Insert the USB drive containing the latest UEFI version into a USB port on the computer.
  3. Press the power button. Press the Esc key repeatedly until the Startup Menu screen appears.
    NOTE: If you cannot start the computer from the USB storage device, temporarily disable Secure Boot from the BIOS. To disable Secure Boot, go to Secure Boot (Windows 8) .
  4. Press F2 to select System Diagnostics .
    Figure 25: Startup Menu
    Startup Menu
  5. Select your preferred language from the list.
    Language SelectionLanguage Selection UEFI
    The HP PC Hardware Diagnostics (UEFI) home page opens, showing the UEFI version number and USB.
    Figure 27: HP PC Hardware Diagnostics (UEFI) screen
    HP PC Hardware Diagnostic UEFI screen
    The system is ready to begin testing.

Testing using HP Support Assistant in Windows 8

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:HP Support Assistant can be used only if the computer boots into Windows. If the computer does not boot into Windows, use the HP PC Hardware Diagnostics (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 Testing using HP PC Hardware Diagnostics (UEFI) .

Opening the HP Support Assistant Diagnostics in Windows 8

To open the HP Support Assistant Diagnostics, complete the following steps:
  1. At the Start screen, type HP Support Assistant to open the Search charm, and then select HP Support Assistant in the Search results.
    Figure 28: Searching for HP Support Assistant
    Search results for HP Support Assistant
  2. 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
  3. Click Next to go to the HP Support Assistant main page.
    Figure 30: HP Support Assistant
     HP Support Assistant
  4. 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
  5. 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
  6. 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

Testing using HP Basic System Diagnostics

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 42: Basic HP System Diagnostics
Basic HP System Diagnostics showing the memory and hard disk tests
To enter HP Basic System Diagnostics hold the power button for at least five seconds to turn off the computer. Turn on the computer and immediately press the F2 key repeatedly, about once every second. If the HP PC Hardware Diagnostic UEFI screen displays, go to the Testing using HP PC Hardware Diagnostics (UEFI) section.
To run the Memory Test, click Memory Test .
Figure 43: 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.
To run the Hard Disk test, click Hard Disk Check .
Figure 44: 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.
After running each test, write down the information provided so you have it available when you contact HP Support.