Servicing HP PCs 2024 – Pillar 2 Troubleshooting the Parts Assessment
Which diagnostic tool can be used outside of the operating system to diagnose and identify a faulty part?
BIOS
HP Support Assistant
HP PC Hardware Diagnostics for Windows
HP PC Hardware Diagnostics UEFI
What symptoms are typical of a faulty battery on a PC?
The PC does not run on battery power
The battery drains quickly
The battery passes all diagnostics
The battery does not charge or hold a charge
What symptoms are typical of network issues on a PC?
Inability to save data on the PC
Slow boot times
Dropped connection
Inability to connect to the internet
What should a customer do before troubleshooting storage issues on a PC?
Perform a disc cleanup
Make a backup of data to a reliable external backup location
Reboot the PC
Check that the storage device is compatible with the system
Which PC issues could be resolved by a firmware update?
Slow PC performance ?
Frequent PC crashes ?
Current firmware does not support a new hardware part or software
Damaged hardware parts
Why are firmware updates important in maintaining HP PC?
To fix potential bugs
To support running the BLT drive ?
Decrease performance of the PC
To protect a PC from security vulnerabilities
Which display connector type provides the ability to connect multiple monitors to a PC through daisy-chaining?
HDMI port
DVI port
DisplayPort
VGA port
What components does a PC need to connect to the internet through a wired LAN connection?
A RJ-45 (Ethernet) port
An Ethernet cable
Wireless LAN module
DisplayPort
Which USB port type is highlighted in the image?
USB-C 3.2
USB4 Thunderbolt
USB-A 3.2
USB-C 3.1
Which I/O ports are a popular choice for connecting displays or monitors to PCs?
USB-A
USB4 Thunderbolt
Audio/microphone jack
HDMI
What issues can cause a PC to not boot into the operating system afer powering on?
Damaged storage drive
Nonfunctional power supply
Missing OS files
Unsuccessful biometric login
Which features can be checked by the HP PC Hardware Diagnostics UEFI?
System Board
Memory
Display panel
Operating system
What information is displayed on the Test Logs page in UEFI Diagnostics?
Network performance speeds
Full system specifications
All test results for diagnostic tests run
Information on how to troubleshoot PC isues
What are the benefits of using Bluetooth technology for wireless connectivity?
Provides secure connections over short distances
Moves large amounts of data over long distances
Enables devices to connect automatically if they have been paired
Uses little power to provide connection
What information does HP PC Hardware Diagnostics for Windows provide that customers should give to HP Support if
a part fails after testing?
Failure ID
Diagnostics report
Test logs
QR code
What should the customer do when they receive a new HP notebook PC?
Unbox the PC
Make sure power is being supplied.
Power on the PC for the first time
Go through the initial setup of the OS
What operating systems could be pre-loaded on HP PC products?
Mac OS
Microsoft Windows
Google Chrome
Linux Ubuntu ????
What are the steps to check for driver updates using Windows Update in Windows 11
1. Access the Start menu
2. Open the Settings application
3. Click the Windows Update option
4. Check for any driver updates
Which tool checks and verifies the functioning of hardware on the PC before the operating system loads?
UEFI
BIOS
POST
ROM
What symptoms could indicate a storage issue on a PC?
Slow performance
Data loss or file corruption
PC will not turn on
Storage drive not detected at boot
What should customers check to solve issues with their wired network connection to the PC?
Check if the network cable is damaged
Check if the network is functional
Check if the WWAN module is faulty
Check if the network cable is properly inserted into the RJ-45 (Ethernet) port on the PC
Which network state does the highlighted icon reflect?
Connection to the internet via a wired network
Connection to the internet via a wireless network
Problem connecting to a network
Not connected to a network
What should you check when replacing memory modules to solve memory issues on a PC?
Make sure to use HP-branded memory modules
Seat the memory module properly
Install the memory module in the correct slot when primary and secondary slots are available
Only use larger memory module capacities than originally installed
Sequence the steps for troubleshooting a PC and verifying a failed hardware part.
1. Understand the operating environment
2. Understand the specific symptoms and steps already taken
3. Identify the root cause of the problem
4. Take corrective action to resolve the issue
5. Confirm the problem is resolved to the customer’s satisfaction
What should the customer do to activate the PC from ship mode?
Connect the included AC adapter before they power on the PC
Power on the PC before connecting the included AC adapter
Check if the battery is properly connected to the system board
Disconnect and reconnect the battery from the system board
What hardware issues could be the cause Wi-Fi connectivity issues on a PC?
A faulty wireless card
Incorrectly seated graphics card
Wireless antennas that aren’t properly connected to the wireless card
A CPU with insufficient cooling
What diagnostic notifications could a PC provide if a hardware issue is identified during POST?
Audible beep codes
Blinking lights (LEDs)
PC audio just provides the answer
Displays an error message
What should you check if a system experiences power issues?
Check if the AC adapter is properly connected to a working power source
Check if the system is receiving power
Swap the battery with a different battery and see if the problem still exists
Make sure it's connected to a wireless network
Sequence the actions to take when troubleshooting no power on desktops and workstations.?
Check that the power supply cables are properly connected to the system board
Remove any connected storage or other types of devices, one at a time
Remove any expansion cards, if applicable, one at a time
Replace the system board if necessary
