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- Device Cannot Power On
- Blank Video Display
- No Sound or Distorted Sound from Speakers
- Weak Wifi Connection
- Weak Bluetooth Connection
- Touchscreen Unresponsive to Touch
- Keyboard Unresponsive to Typing
- TouchPad Not Responding
A hard reset should be the first step when your computer cannot turn on before following any troubleshooting procedure your device.
Common problems can be resolved by a hard reset, such as:
- Screen goes black
- Windows doesn't respond
- Downloads and Software freeze or fail
- Device does not return from sleep or hibernate mode-
A hard reset clears the memory and reconnects BIOS with the hardware.
To execute a hard reset follow these steps:
- Turn off the computer.
- Remove the computer from any port replicator or charging station.
- Disconnect all external connected devices (USB storage devices, external displays, printers, etc.).
- Unplug the AC adapter from the computer.
- Plug in only the AC adapter back into the computer
- Press the Power button to turn on the computer.
- If a startup menu opens, use the arrow keys to select Start Windows Normally, then press the Enter key.
To find where this problem is occurring, run the systems diagnostic test. These tests check the main components of your computer to find a problem and make sure they are properly functioning. To run a diagnostics test, follow these steps:
- Press the power button until the system completely turns off.
- Turn the computer back on, and immediately press the Esc button repeatedly. A startup menu will appear.
- Press the F2 Key. The System Diagnostics screen will be displayed and the following menu options will appear:
- System Information
- Start-Up Test
- Run-In Test
- Hard Disk Test
- Memory Test
- Battery Test
- Error Log
After you select which test you want to run individually, the results are displayed.
This section details troubleshooting steps to fix video playback errors that include the following symptoms:
- Screen turn greens while video playback
- Unable to run certain 3D games
- Unable to stream online videos
- Small,colored dots appear on the display
- Connect to the internet
- In Windows, search for and open Windows Update.
- Install all available updates by clicking Install Now. Click Check for Updates if no updates are currently listed. Then click Install Now after windows has detected any updates.
- Restart your computer if the updates are not yet already applied.
- Go to the Adobe Uninstaller website, find and download the current uninstaller.
- Close all open browser windows.
- Open the uninstaller and follow the provided instructions. This will uninstall the current Flash Player.
- Restart the computer.
- Go to the Adobe Flash Player website to reinstall the Flash Player.
- Type update Flash in the search tool and follow the provided instructions to download and install the latest version of the Flash plug-in.
The steps in this section are meant to resolve audio issues on your computer. If there is no sound coming from the speakers, or the sound is muffled, intermittent, crackling/popping, or otherwise distorted then try this process to fix the problem.
- In Windows, search for and double-click on Device Manager.
- Open Sound, video and game controllers.
- If a sound device is listed and has a down arrow , then the device is disabled. Right-click the sound device name and select Enable to enable the device.
- Right-click the sound device and select Update Driver Software.
- Click Search Automatically for updated driver software. This allows windows to check for and install any updated drivers found. The window tell you whether the computer already has the latest available driver or if an audio driver was successfully updated.
- Restart the computer.
- Test for sound. If you cannot find a driver or the audio problem persists after using Device Manager, try a solution from this HP support site.
Note: If you are using external speakers, they might be faulty. Try using another set of speakers, or a pair of headphones, with your computer. If the second set of speakers or headphones produces sound without problems, the first set of speakers is faulty.
Wireless Connection is a useful convenience for every device. However, a lot of problems can occur while using wifi causing it to run slowly or is unable to connect. This document will provide steps to fix common problems such as the device is not connecting to the internet or no internet or wireless connection being made at all.
- Search for and open Device Manager in Windows.
- Double-click Network adapters, right-click the name of the correct Wireless Adapter.
- Select Update Driver Software.
- Click the option "Search automatically for updated driver software."
- Follow the instructions of installation if an updated driver is found.
If the updated driver does not solve the problem, follow the next set of instructions
By resetting the hardware on your wireless network in the proper sequence, a variety of connection and performance problems can be resolved.
- Click "Shut Down" in Windows.
- If your network is connected to any kind of wireless router/gateway/modem, unplug the attached power cord.
- Unplug the power cord from the broadband modem also if necessary.
- Wait at least 5 seconds before plugging in both systems
- Normal internet and PC activity will return after all lights have come back.
- Turn on your computer and wait until Windows opens and automatically connects to your wireless internet connection.If Windows does not automatically connect, click the wireless connection icon in the notification area and select the name of your wireless network.
- Click Connect
If no changes were made, perform a hard reset as instructed in the "Device Cannot Power On" section to activate the new changes.
No further steps are needed if the network is connected to the internet.
Bluetooth wireless technology enables traditionally linked (wifi accessible) electronic devices, such as speakers, printers, and computers, to communicate with each other in a network without a physical cable connection.
- Search and open Bluetooth settings in Windows.
- In the Bluetooth tab, click the Bluetooth toggle switch to turn it on. This allows Windows to search for Bluetooth devices in range.
- Select the Bluetooth device you want to add from the provided list and click Pair. (Windows will add the device automatically, unless the Bluetooth device requires verification before pairing. If this is the case, a passcode will appear on a window display on the screen. Allow the device access to the Bluetooth first before another window appears allowing you to confirm the passcode. Follow the on-screen instructions on the computer and the device to confirm the passcodes match.)
- Wait until Windows is done configuring the device.
- In Windows, search for and open Devices and Printers. Look in the Devices and Printers window for the device you added to make sure the device finished installing correctly.
- Click Connect using, then Direct connection or Access point, depending on the desktop.
Your computer now has an established Bluetooth connection, allowing connected devices to:
- Share pictures
- Listen to music
- Send files
- Transfer files
When tapping or swiping the touchscreen, nothing happens.
Sometimes the drivers are not updated correctly. What should be done in this case is to download the drivers manually. The needed driver is the Intel Series IO Driver without Connected Standby Support. Simply install the driver and restart your computer. If this install does not work, download the HP Support Assistant and run the automated updates.
When typing, keyboard is either unresponsive or is showing extra characters.
1. Access Device Manager in Windows
2. Click View and then select Show Hidden Devices
3. Click the arrow next to Keyboards in order to expand selections. Right-click on Standard PS/2 Keyboard
4. Restart the laptop. Right-click the Windows button on the bottom-left, then Restart
5. The keyboard should now function properly
When trying to perform simple clicking gestures or trying to scroll, the touchpad is unresponsive.
Using the touchscreen or an external mouse, you would need to navigate to Mouse Properties screen:
1. From the Start Screen, type personalize to open the Search charm, and select Personalize your computer from the search results
2. In the Personalization window, click Change mouse pointers to open Mouse Properties.
3. Click the Device Settings tab of the Mouse Properties screen. From this screen, make sure that the TouchPad is enabled. If it is enabled and the TouchPad is still unresponsive, then proceed to installing the latest driver below
Sometimes, the issue could be related to your current driver. It may be out-of-date and must be updated. To solve this issue, download the latest driver provided by HP. You will need your HP product name or full serial number. This is the link:
After typing in your product number, a page will appear on your browser to download the recent driver.