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The data collected based on the basic questionnaire (diagnostic checklist) should be used to provide the necessary information on the reported issue when opening the HP or HPE support ticket if the issue cannot be solved by simple actions described in the questionnaire.

Diagnostic Preparation Checklist HP Workstations & Servers:

 To help us provide you with a fast and efficient service, please complete this template before calling HP, or attach it when submitting a case on the HP Support Case Manager.

• HP: http://www.hp.com/go/hpsc

• HPE Support Center 

General Information

* Mandatory fields

• Company name*

• Company Priority Access PIN code *

• Customer contact name *

• Phone number *

• Service address/country * (location of the unit to repair)

• Contact email address *

Symptom specific Information

* Mandatory fields

Product information

• Product number * See label E.g.: M3P18EC#ACB

• Serial number * See label E.g.: CZC5xxxxxx, 2UA3xxxxxx

• Model number See label E.g.: Z440

• Bios / firmware

• Operating system

• Service pack

• Image source

Diagnostic checklist

• Description of incident * E.g.: no power, fatal system error occurred

• If the problem has already been diagnosed, fully document the diagnosis, process and tools used.

• Have any other problems with this system been reported? If so, please describe them.

• Was HP diagnostic software used? (Yes / No) If so, what were the results?

• Are any error messages displayed on the monitor? Please provide a full, detailed description.

• Are any LED lights on? (Yes / No) Which lights and what colour are they?

• Are the LEDs blinking? (Yes / No) If so, what is the blink pattern?

• Are the fans spinning? (Yes / No)

• Are there any sounds or beeping? (Yes / No) If so, please describe them. Please describe any sounds, and when they occur.

• Can user see Hewlett Packard logo when booting up?  (Yes / No)

• Can the Microsoft Windows logo or other operating system logo be seen?  (Yes / No)

• Has the system been tested with a known good power supply and / or battery?   (Yes / No)

• Was the system tested with a known good monitor? (Yes / No) What were the results?