HP 13 3 Probook 430 G2 Notebook User Manual

							B Troubleshooting
Troubleshooting resources
●Access website links and additional information about the computer through HP Support
Assistant. To access HP Support Assistant, from the Start screen, select the HP Support
Assistant app.
NOTE:Some checkup and repair tools require an Internet connection. HP also provides
additional tools that do not require an Internet connection.
●Contact HP support. For U.S. support, go to http://www.hp.com/go/contactHP. For worldwide
support, go to 
http://welcome.hp.com/country/us/en/wwcontact_us.html.
Choose from the following types of support:
◦Chat online with an HP technician.
NOTE:When chat is not available in a particular language, it is available in English.
◦E-mail HP support.
◦Find HP support worldwide telephone numbers.
◦Locate an HP service center.
Resolving issues
The following sections describe several common issues and solutions.
The computer is unable to start up
If the computer does not turn on when you press the power button, the following suggestions may
help you determine why the computer does not start up:
●If the computer is plugged into an AC outlet, plug another electrical device into the outlet to be
sure that the outlet is providing adequate power.
NOTE:Use only the AC adapter provided with the computer or one approved by HP for this
computer.
●If the computer is plugged into an external power source other than an AC outlet, plug the
computer into an AC outlet using the AC adapter. Be sure that the power cord and AC adapter
connections are secure.
The computer screen is blank
If the screen is blank but you have not turned off the computer, one or more of these settings may be
the cause:
●The computer may be in the Sleep state. To exit Sleep, briefly press the power button. Sleep is
an energy-saving feature that turns off the display. Sleep can be initiated by the system while the
computer is on but is not in use, or when the computer has reached a low battery level. To
Troubleshooting resources 81 
						

							change these and other power settings, right-click the Battery icon on the Windows desktop in
the notification area, at the far right of the taskbar, and then click Preferences.
●The computer may not be set to display the image on the computer screen. To transfer the
image to the computer screen, press fn+f4. On most models, when an optional external display,
such as a monitor, is connected to the computer, the image can be displayed on the computer
screen or the external display, or on both devices simultaneously. When you press fn+f4
repeatedly, the image alternates among the computer display, one or more external displays,
and simultaneous display on all devices.
Software is functioning abnormally
If the software is unresponsive or responds abnormally, restart the computer by pointing to the right
side of the screen. When the charms display, click Settings. Click the Power icon, and then click Shut
down. If you cannot restart the computer using this procedure, see the next section, 
The computer is
on but not responding on page 82.
The computer is on but not responding
If the computer is turned on but is not responding to software or keyboard commands, try the
following emergency shutdown procedures, in the sequence provided, until shutdown occurs:
CAUTION:Emergency shutdown procedures result in the loss of unsaved information.
●Press and hold the power button for at least 5 seconds.
●Disconnect the computer from external power and remove the battery.
The computer is unusually warm
It is normal for the computer to feel warm to the touch while it is in use. But if the computer feels
unusually warm, it may be overheating because a vent is blocked.
If you suspect that the computer is overheating, allow the computer to cool to room temperature. Be
sure to keep all vents free from obstructions while you are using the computer.
WARNING!To reduce the possibility of heat-related injuries or of overheating the computer, do not
place the computer directly on your lap or obstruct the computer air vents. Use the computer only on
a hard, flat surface. Do not allow another hard surface, such as an adjoining optional printer, or a soft
surface, such as pillows or rugs or clothing, to block airflow. Also, do not allow the AC adapter to
contact the skin or a soft surface, such as pillows or rugs or clothing, during operation. The computer
and the AC adapter comply with the user-accessible surface temperature limits defined by the
International Standard for Safety of Information Technology Equipment (IEC 60950).
NOTE:The fan in the computer starts up automatically to cool internal components and prevent
overheating. It is normal for the internal fan to cycle on and off during operation.
An external device is not working
Follow these suggestions if an external device does not function as expected:
●Turn on the device according to the manufacturer's instructions.
●Be sure that all device connections are secure.
●Be sure that the device is receiving electrical power.
82 Appendix B   Troubleshooting 
						

							●Be sure that the device, especially if it is older, is compatible with the operating system.
●Be sure that the correct drivers are installed and updated.
The wireless network connection is not working
If a wireless network connection is not working as expected, follow these suggestions:
●To enable or disable a wireless or wired network device, right-click the Network Connection icon
on the Windows desktop in the notification area, at the far right of the taskbar. To enable
devices, select the check box from the menu option. To disable the device, clear the check box.
●Be sure that the wireless device is turned on.
●Be sure that the computer wireless antennas are free from obstructions.
●Be sure that the cable or DSL modem and its power cord are properly connected and that the
lights are on.
●Be sure that the wireless router or access point is properly connected to its power adapter and to
the cable or DSL modem, and that the lights are on.
●Disconnect and then reconnect all cables, and turn the power off and then back on.
An optional external optical drive disc does not play
●Save your work and close all open programs before playing a CD or a DVD.
●Log off the Internet before playing a CD or a DVD.
●Be sure that you insert the disc properly.
●Be sure that the disc is clean. If necessary, clean the disc with filtered water and a lint-free cloth.
Wipe from the center of the disc to the outer edge.
●Check the disc for scratches. If you find scratches, treat the disc with an optical disc repair kit
available at many electronics stores.
●Disable Sleep mode before playing the disc.
Do not initiate Sleep while playing a disc. Otherwise, you may see a warning message asking if
you want to continue. If this message is displayed, click No. After you click No, the computer
may behave in either of the following ways:
◦Playback may resume.
– or –
◦The playback window in the multimedia program may close. To return to playing the disc,
click the Play button in your multimedia program to restart the disc. In rare cases, you may
need to exit the program and then restart it.
A movie is not visible on an external display
1.If both the computer display and an external display are turned on, press fn+f4 one or more
times to switch between the 2 displays.
2.Configure the monitor settings to make the external display primary:
a.From the Windows desktop, right-click on a blank area of the computer desktop, and select
Screen resolution.
b.Specify a primary display and a secondary display.
Resolving issues 83 
						

							NOTE:When using both displays, the DVD image will not appear on any display designated as
the secondary display.
The process of burning an optional external optical drive disc does not begin, or
it stops before completion
●Be sure that all other programs are closed.
●Turn off Sleep mode.
●Be sure that you are using the right kind of disc for your drive.
●Be sure that the disc is inserted properly.
●Select a slower write speed and try again.
●If you are copying a disc, save the information on the source disc to your hard drive before trying
to burn the contents to a new disc, and then burn from your hard drive.
84 Appendix B   Troubleshooting 
						

							C Electrostatic discharge
Electrostatic discharge is the release of static electricity when two objects come into contact—for
example, the shock you receive when you walk across the carpet and touch a metal door knob.
A discharge of static electricity from fingers or other electrostatic conductors may damage electronic
components. To prevent damage to the computer, damage to a drive, or loss of information, observe
these precautions:
●If removal or installation instructions direct you to unplug the computer, unplug it after being
properly grounded and before removing a cover.
●Keep components in their electrostatic-safe containers until you are ready to install them.
●Avoid touching pins, leads, and circuitry. Handle electronic components as little as possible.
●Use nonmagnetic tools.
●Before handling components, discharge static electricity by touching an unpainted metal surface
of the component.
●If you remove a component, place it in an electrostatic-safe container.
If you need more information about static electricity or assistance with component removal or
installation, contact HP support.
85 
						

							Index
Symbols/Numerics
2-finger pinch zoom TouchPad
gesture 25
A
AC adapter, testing 43
AC adapter/battery light 4
administrator password 55
airport security devices 48
antivirus software 61
audio functions, checking 33
audio-in (microphone) jack,
identifying 4
audio-out (headphone) jack,
identifying 4
Automatic DriveLock password
entering 60
removing 60
B
battery
conserving power 42
discharging 40
displaying remaining charge
40
disposing 42
low battery levels 40
replacing 43
storing 42
battery bay, identifying 14
Battery Check 40
battery information, finding 39
battery power 39
battery release latch 13
battery temperature 42
BIOS
determining version 72
downloading an update 73
updating 72
Bluetooth device 16, 21
Bluetooth label 78
buttons
left TouchPad 8
power 10, 37right TouchPad 8
volume 32
C
cables
USB 46
caps lock light, identifying 9
caring for your computer 65
checking audio functions 33
cleaning your computer 65
components
bottom 13
display 7
front 15
left side 6
right side 4
top 8
Computer Setup
BIOS administrator password
56
DriveLock password 57
navigating and selecting 71
restoring factory settings 72
computer, traveling 42, 80
configuring
audio for HDMI 35
connecting to a WLAN 19
connector, power 5
conservation, power 42
corporate WLAN connection 19
critical battery level 38
critical updates, software 61
D
Disk Cleanup software 52
Disk Defragmenter software 52
display image, switching 29
drive media 38
DriveLock password
changing 59
description 57
entering 58
removing 59
setting 58drives
external 47
handling 48
hard 47
optical 47
using 48
E
electrostatic discharge 85
embedded numeric keypad,
identifying 12, 30
esc key, identifying 12
external AC power, using 43
external devices 47
external drive 47
external monitor port 6, 34
F
f11 recovery 69
Face Recognition 33
fingerprint reader
identifying 11
using 62
firewall software 61
fn key, identifying 12, 29
function keys, identifying 12
G
GPS 21
H
hard drive
external 47
HP 3D DriveGuard 52
installing 51
removing 50
hard drive light 15, 53
hard drive recovery 69
hard drive, identifying 13
HDMI port
connecting 35
identifying 6
HDMI, configuring audio 35
headphone (audio-out) jack 4
86 Index 
						

							headphones and microphones,
connecting 32
Hibernation
exiting 38
initiating 38
high-definition devices,
connecting 35
hot keys
adjusting volume 29
decrease screen brightness
29
decreasing speaker sound 29
description 29
increase screen brightness 30
increasing speaker sound 29
keyboard backlight 30
Sleep 29
switching screen image 29
using 29
HP 3D DriveGuard 52
HP Client Security  61
HP Mobile Broadband, disabled
20
HP PC Hardware Diagnostics
(UEFI)
downloading 76
using 76
hubs 46
I
input power 79
integrated webcam light,
identifying 7
internal display switch 7
internal microphones, identifying
7
Internet connection setup 18
issues, resolving 81
J
jacks
audio-in (microphone) 4
audio-out (headphone) 4
network 4
RJ-45 (network) 4
K
keyboard backlight 30
keyboard hot keys, identifying 29keypad
embedded numeric 12
identifying 30
keypad, external
num lock 31
using 31
keys
esc 12
fn 12
function 12
volume 32
Windows applications 12
Windows key 12
L
labels
Bluetooth 78
Microsoft Certificate of
Authenticity 78
regulatory 78
serial number 78
wireless certification 78
WLAN 78
latch, battery release 13
legacy support, USB 71
lights
AC adapter/battery 4
caps lock 9
hard drive 15, 53
microphone mute 9
num lock 9
power 9
RJ-45 (network) 4
TouchPad 9
webcam 7
wireless 9
low battery level 40
M
maintenance
Disk Cleanup 52
Disk Defragmenter 52
memory card 38
inserting 45
removing 45
supported formats 45
memory card reader, identifying
15
memory module
identifying 13inserting 64
removing 63
replacing 63
microphone (audio-in) jack,
identifying 4
microphone mute light,
identifying 9
Microsoft Certificate of Authenticity
label 78
mouse, external
setting preferences 23
N
network jack, identifying 4
num lk key, identifying 30
num lock light 9
num lock, external keypad 31
O
operating environment 79
optical drive 47
optional external devices, using
47
P
passwords
administrator 55
BIOS administrator 56
DriveLock 57
user 55
pointing devices, setting
preferences 23
ports
external monitor 6, 34
HDMI 6, 35
USB 2.0 charging (powered)
4
VGA 34
power
battery 39
conserving 42
options 37
power button
identifying 10
managing power 37
power connector, identifying 5
power lights 9
power switch 37
power-saving states 37
product name and number,
computer 78
Index 87 
						

							public WLAN connection 19
R
readable media 38
recovery 70
recovery partition 69
refresh 70
regulatory information
regulatory label 78
wireless certification labels 78
reset 70
restoring the hard drive 69
RJ-45 (network) jack, identifying
4
RJ-45 (network) lights,
identifying 4
rotating TouchPad gesture 26
S
screen brightness keys 30
screen image, switching 29
scrolling TouchPad gesture 25
security cable slot, identifying 6
security, wireless 18
serial number, computer 78
setting password protection on
wakeup 39
setting power options 37
setup of WLAN 18
setup utility
navigating and selecting 71
restoring factory settings 72
shutdown 37
SIM
inserting 20
SIM slot, identifying 14
Sleep
exiting 38
initiating 38
slots
security cable 6
SIM  14
SoftPaqs, downloading 67
software
antivirus 61
critical updates 61
Disk Cleanup 52
Disk Defragmenter 52
firewall 61
speakers, identifying 10storing a battery 42
switch, power 37
T
temperature 42
testing an AC adapter 43
TouchPad
buttons 8
using 23
TouchPad gestures
2-finger pinch zoom 25
rotating 26
scrolling 25
TouchPad light, identifying 9
TouchPad zone
identifying 8
traveling with the computer 42,
78, 80
troubleshooting
disc burning 84
disc play 83
external display 83
turning off the computer 37
U
unresponsive system 37
USB 2.0 charging (powered) port,
identifying 4
USB 3.0 port 6
USB cable, connecting 46
USB devices
connecting 46
description 46
removing 47
USB hubs 46
USB legacy support 71
USB ports, identifying 6
user password 55
using
external AC power 43
power-saving states 37
V
vents, identifying 6, 13
VGA port, connecting 34
video 33
volume
adjusting 32
buttons 32
keys 32
volume keys, identifying 29W
webcam
identifying 7
using 33
webcam light, identifying 7
Windows
Refresh 70
Reset 70
Windows applications key,
identifying 12
Windows key, identifying 12
Windows operating system DVD
70
wireless antennas, identifying 7
wireless button 16
wireless certification label 78
wireless controls
button 16
operating system 16
wireless light 9, 16
wireless network (WLAN)
connecting 19
corporate WLAN connection
19
equipment needed 18
functional range 19
public WLAN connection 19
security 18
using 17
WLAN antennas, identifying 7
WLAN device 17, 78
WLAN label 78
writable media 38
WWAN antennas, identifying 7
WWAN device 16, 19
88 Index