Using HP PC Hardware Diagnostics. HP Pavilion 15-bc300 Notebook PC, Pavilion 15-bc000 Notebook PC series, Pavilion 15-bc500 Laptop, Pavilion 15-bc000 Notebook PC series (Touch), Pavilion 15-bc200 Notebook PC, Pavilion 15-bc400 Notebook PC series, Pavilion 15-dp0000 Laptop PC

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7 Using HP PC Hardware Diagnostics

Using HP PC Hardware Diagnostics Windows (select products only)

HP PC Hardware Diagnostics Windows is a Windows-based utility that allows you to run diagnostic tests to determine whether the computer hardware is functioning properly. The tool runs within the Windows operating system in order to diagnose hardware failures.

If HP PC Hardware Diagnostics Windows is not installed on your computer, first you must download and install it. To download HP PC Hardware Diagnostics Windows, see

Downloading HP PC Hardware Diagnostics

Windows on page 72 .

After HP PC Hardware Diagnostics Windows is installed, follow these steps to access it from HP Help and

Support or HP Support Assistant.

To access HP PC Hardware Diagnostics Windows from HP Help and Support: a.

Select the Start button, and then select HP Help and Support.

Right-click HP PC Hardware Diagnostics Windows, select More, and then select Run as

administrator.

– or –

To access HP PC Hardware Diagnostics Windows from HP Support Assistant: a.

Type support in the taskbar search box, and then select the HP Support Assistant app.

– or –

Select the question mark icon in the taskbar.

Select Troubleshooting and fixes.

Select Diagnostics, and then select HP PC Hardware Diagnostics Windows.

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

NOTE: If you need to stop a diagnostic test at any time, select Cancel.

When HP PC Hardware Diagnostics Windows detects a failure that requires hardware replacement, a 24-digit

Failure ID code is generated. The screen displays one of the following options:

● A Failure ID link is displayed. Select the link and follow the on-screen instructions.

● A Quick Response (QR) code is displayed. With a mobile device, scan the code and then follow the onscreen instructions.

● Instructions for calling support are displayed. Follow those instructions.

Downloading HP PC Hardware Diagnostics Windows

● The HP PC Hardware Diagnostics Windows download instructions are provided in English only.

● You must use a Windows computer to download this tool because only .exe files are provided.

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Downloading the latest HP PC Hardware Diagnostics Windows version

To download HP PC Hardware Diagnostics Windows, follow these steps:

Go to http://www.hp.com/go/techcenter/pcdiags . The HP PC Diagnostics home page is displayed.

Select Download HP Diagnostics Windows, and then select a location on your computer or a USB flash drive.

The tool is downloaded to the selected location.

Downloading HP Hardware Diagnostics Windows by product name or number (select products only)

NOTE: For some products, it may be necessary to download the software to a USB flash drive by using the product name or number.

To download HP PC Hardware Diagnostics Windows by product name or number, follow these steps:

Go to http://www.hp.com/support .

Select Get software and drivers, select your type of product, and then enter the product name or number in the search box that is displayed.

In the Diagnostics section, select Download, and then follow the on-screen instructions to select the specific Windows diagnostics version to be downloaded to your computer or USB flash drive.

The tool is downloaded to the selected location.

Installing HP PC Hardware Diagnostics Windows

To install HP PC Hardware Diagnostics Windows, follow these steps:

▲ Navigate to the folder on your computer or the USB flash drive where the .exe file was downloaded, double-click the .exe file, and then follow the on-screen instructions.

Using HP PC Hardware Diagnostics UEFI

NOTE: For Windows 10 S computers, you must use a Windows computer and a USB flash drive to download and create the HP UEFI support environment because only .exe files are provided. For more information, see

Downloading HP PC Hardware Diagnostics UEFI to a USB flash drive on page 74

HP PC Hardware Diagnostics UEFI (Unified Extensible Firmware Interface) allows you to run diagnostic tests to determine whether the computer hardware is functioning properly. The tool runs outside the operating system so that it can isolate hardware failures from issues that are caused by the operating system or other software components.

If your PC will not boot into Windows, you can use HP PC Hardware Diagnostics UEFI to diagnose hardware issues.

When HP PC Hardware Diagnostics Windows detects a failure that requires hardware replacement, a 24-digit

Failure ID code is generated. For assistance in solving the problem:

▲ Select Get Support, and then use a mobile device to scan the QR code that displays on the next screen.

The HP Customer Support - Service Center page displays, with your Failure ID and product number automatically filled in. Follow the on-screen instructions.

– or –

Contact support, and provide the Failure ID code.

Using HP PC Hardware Diagnostics UEFI 73

NOTE: To start diagnostics on a convertible computer, your computer must be in notebook mode, and you must use the attached keyboard.

NOTE: If you need to stop a diagnostic test, press esc .

Starting HP PC Hardware Diagnostics UEFI

To start HP PC Hardware Diagnostics UEFI, follow these steps:

Turn on or restart the computer, and quickly press esc .

Press f2 .

The BIOS searches three places for the diagnostic tools, in the following order: a.

Connected USB flash drive

NOTE: To download the HP PC Hardware Diagnostics UEFI tool to a USB flash drive, see

Downloading the latest HP PC Hardware Diagnostics UEFI version on page 74

Hard drive c.

BIOS

When the diagnostic tool opens, select a language, select the type of diagnostic test you want to run, and then follow the on-screen instructions.

Downloading HP PC Hardware Diagnostics UEFI to a USB flash drive

Downloading HP PC Hardware Diagnostics UEFI to a USB flash drive can be useful in the following situations:

● HP PC Hardware Diagnostics UEFI is not included in the preinstall image.

● HP PC Hardware Diagnostics UEFI is not included in the HP Tool partition.

● The hard drive is damaged.

NOTE: The HP PC Hardware Diagnostics UEFI download instructions are provided in English only, and you must use a Windows computer to download and create the HP UEFI support environment because only .exe files are provided.

Downloading the latest HP PC Hardware Diagnostics UEFI version

To download the latest HP PC Hardware Diagnostics UEFI version to a USB flash drive:

Go to http://www.hp.com/go/techcenter/pcdiags . The HP PC Diagnostics home page is displayed.

Select Download HP Diagnostics UEFI, and then select Run.

Downloading HP PC Hardware Diagnostics UEFI by product name or number (select products only)

NOTE: For some products, it may be necessary to download the software to a USB flash drive by using the product name or number.

To download HP PC Hardware Diagnostics UEFI by product name or number (select products only) to a USB flash drive:

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Go to http://www.hp.com/support .

Enter the product name or number, select your computer, and then select your operating system.

In the Diagnostics section, follow the on-screen instructions to select and download the specific UEFI

Diagnostics version for your computer.

Using Remote HP PC Hardware Diagnostics UEFI settings (select products only)

Remote HP PC Hardware Diagnostics UEFI is a firmware (BIOS) feature that downloads HP PC Hardware

Diagnostics UEFI to your computer. It can then execute the diagnostics on your computer, and it may upload results to a preconfigured server. For more information about Remote HP PC Hardware Diagnostics UEFI, go to http://www.hp.com/go/techcenter/pcdiags , and then select Find out more.

Downloading Remote HP PC Hardware Diagnostics UEFI

NOTE: HP Remote PC Hardware Diagnostics UEFI is also available as a Softpaq that can be downloaded to a server.

Downloading the latest Remote HP PC Hardware Diagnostics UEFI version

To download the latest Remote HP PC Hardware Diagnostics UEFI version, follow these steps:

Go to http://www.hp.com/go/techcenter/pcdiags . The HP PC Diagnostics home page is displayed.

Select Download Remote Diagnostics, and then select Run.

Downloading Remote HP PC Hardware Diagnostics UEFI by product name or number

NOTE: For some products, it may be necessary to download the software by using the product name or number.

To download HP Remote PC Hardware Diagnostics UEFI by product name or number, follow these steps:

Go to http://www.hp.com/support .

Select Get software and drivers, select your type of product, enter the product name or number in the search box that is displayed, select your computer, and then select your operating system.

In the Diagnostics section, follow the on-screen instructions to select and download the Remote UEFI version for the product.

Customizing Remote HP PC Hardware Diagnostics UEFI settings

Using the Remote HP PC Hardware Diagnostics setting in Computer Setup (BIOS), you can perform the following customizations:

● Set a schedule for running diagnostics unattended. You can also start diagnostics immediately in interactive mode by selecting Execute Remote HP PC Hardware Diagnostics.

● Set the location for downloading the diagnostic tools. This feature provides access to the tools from the

HP website or from a server that has been preconfigured for use. Your computer does not require the traditional local storage (such as a disk drive or USB flash drive) to run remote diagnostics.

Using Remote HP PC Hardware Diagnostics UEFI settings (select products only) 75

● Set a location for storing the test results. You can also set the user name and password settings used for uploads.

● Display status information about the diagnostics run previously.

To customize Remote HP PC Hardware Diagnostics UEFI settings, follow these steps:

Turn on or restart the computer, and when the HP logo appears, press f10 to enter Computer Setup.

Select Advanced, and then select Settings.

Make your customization selections.

Select Main, and then Save Changes and Exit to save your settings.

Your changes take effect when the computer restarts.

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