HP laptop diagnostics: find the fault with HP’s built-in tools

When an HP laptop misbehaves, whether it won’t start, freezes, shows a black screen or throws up an error, it is tempting to guess at the cause. HP actually builds a good set of diagnostic tools into its laptops, and a few minutes with them can tell you whether you’re looking at a software problem you can fix yourself, or a hardware fault that needs a repair. This guide walks through them in a sensible order.

Step 1: a hard reset

Before anything else, try a hard reset. It clears leftover electrical charge and can bring back a laptop that won’t power on, won’t wake from sleep, or has a black screen:

1. Shut the laptop down, unplug the charger and disconnect any USB devices.
2. If the battery is removable, take it out. Most modern HP laptops have a built-in battery, so skip this step.
3. Press and hold the power button for about 15 seconds.
4. Plug the charger back in (refit the battery if you removed it) and switch on.

If the laptop now starts normally, the problem may not come back. If it does keep happening, carry on with the checks below.

Step 2: the Esc startup menu

Almost every HP laptop has a hidden startup menu. Switch the laptop on and immediately tap the Esc key repeatedly until the menu appears. From there:

• F1 shows system information, including the exact product name and number, the serial number and the BIOS version. Note these down: they identify the precise model, which matters for parts.
• F2 opens HP PC Hardware Diagnostics (see step 3).
• F9 lets you choose which drive or USB stick to start from.
• F10 opens BIOS setup.
• F11 opens HP’s system recovery options.

If the Esc menu appears, the motherboard, processor and memory are at least working well enough to get that far, which is useful information in itself.

Step 3: run HP PC Hardware Diagnostics

Press F2 from the startup menu to open HP PC Hardware Diagnostics. Because it runs outside Windows, it works even when Windows won’t load. It offers quick and extensive tests of the main components, including the memory, the hard drive or SSD, the battery and the system board.

• Run the quick system test first. It takes a few minutes.
• If that passes but you still suspect a hardware problem, run the extensive test, which can take an hour or more. Keep the charger connected.
• If a test fails, the tool shows a failure ID and a product ID. Write both down or photograph the screen. HP’s support website can decode the failure ID, and it tells a repairer exactly which component failed.

A failed storage test is the one to act on fastest: if the drive is failing, copy off anything important while you still can, or get help with HP laptop data recovery if it won’t read.

Black screen with flashing Caps Lock light

If the laptop powers on, the screen stays black and the Caps Lock (or Num Lock) light blinks in a repeating pattern, the laptop is reporting a hardware fault it found during start-up. Count the blinks in each group: HP publishes what each pattern means on its support site, and the meaning depends on your model. Typical causes include a memory, graphics or BIOS problem, or a general system board fault. Make a note of the pattern before you bring the laptop in, as it speeds up diagnosis.

BIOS recovery

A failed or interrupted BIOS update can leave a laptop that powers on but never gets as far as the HP logo. Many HP laptops can recover their BIOS by themselves. On supported models, with the charger connected and the laptop off, press and hold the Windows and B keys together, then press the power button for two or three seconds while still holding the keys. If the recovery starts, you will see a BIOS update screen or hear beeps. Business models such as EliteBook and ZBook have HP Sure Start, which checks the BIOS at every start-up and can repair it automatically.

What the results tell you

• All tests pass, but Windows is slow, crashes or won’t load: the cause is most likely software, such as a damaged Windows installation, a driver problem or malware.
• Storage test fails: the SSD or hard drive needs replacing. A new SSD is often an upgrade at the same time; see HP SSD upgrades.
• Memory or system board test fails, a blink code, or nothing at all on screen: this usually points to a component fault on the board. Many of these can be repaired at component level rather than replacing the whole board; see HP laptop motherboard repair.
• No power at all, even after a hard reset: check the charger and charging port first, then the board.

Book an HP laptop repair

If the diagnostics point to hardware, book a repair online and you get a job number by email straight away. Bring the laptop and charger to our workshop at 80 Willow Walk, Unit 1, London SE1 5SY, Monday to Saturday from 9am to 6pm, or we can arrange a courier collection from anywhere in the UK. Include any failure ID or blink pattern you noted. You can also call 020 7394 2525 or email info@creativeit.tv. We find the fault and tell you the price, and nothing is repaired until you agree. Not sure of your model? Use the finder on our HP laptop models page.