HP PC Global Business Unit

HP PC Diagnostics USB Key

User’s Guide

This user’s guide provides instructions for creating and using the HP PC Diagnostics USB Key.

This document is intended for internal audiences and authorized HP service partners only.

Table of Contents

Introduction..................................................................................................................................3
Using HP PC Diagnostics............................................................................................................3

12th Edition: April 2021

Creating the HP PC Diagnostics USB Key..................................................................................4
Running Windows Diagnostics from the Key............................................................................5
Running Other Diagnostic Solutions from the Key.....................................................................6
BIOS Crisis Recovery Instructions............................................................................................15
Pre-Boot Diagnostic Codes........................................................................................................19
LED Blink Codes Common to HP Notebook PCs.................................................................19
Beep Codes Common to HP Desktop and Workstation PCs.................................................22
Protection from Viruses and Malware.......................................................................................23
Troubleshooting.........................................................................................................................24

HP PC Diagnostics USB Key User Guide 2

Introduction
The HP PC Diagnostics USB Key is a diagnostic tool that supports a wide range of platforms
across Desktops and Notebooks; it enables technicians to have a single HP diagnostic tool to
troubleshoot suspected hardware issues on a customer’s PC.

The HP PC Diagnostics USB Key includes the latest Windows Diagnostics, UEFI Diagnostics as
well as the legacy Vision Diagnostics. In addition to diagnostics, it also supports the recovery of
a corrupted BIOS on supported systems.

Windows Diagnostics runs within your Windows OS, while UEFI Diagnostics runs in the UEFI
BIOS included in newer HP PCs. In general, the following diagnostic tools should be used on
the following systems:

 Windows – All notebooks and Desktops running Windows 7 – 10.

 UEFI – All notebooks manufactured since 2009 and desktops manufactured since mid
2012.
 Vision – All desktops manufactured between 2010 and mid 2012.

HP is continuously working to improve and expand existing diagnostic capabilities. Updated HP

PC Diagnostics will be released at various times throughout the year, and technicians should
ensure they are using the latest version available.

Using HP PC Diagnostics
HP PC Diagnostics are designed to be used in diagnosing and isolating hardware faults on HP
PCs. They are not designed to detect malware or corrupted software images. Usage of HP PC
Diagnostics with other software diagnostic utilities is encouraged.

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Creating the HP PC Diagnostics USB Key
Preparation:

The HP PC Diagnostics USB Key download will create a bootable USB key. It should be
executed on an HP PC running either the XP (32/64), Vista (32/64), Win7 (32/64), Win8.X
(32/64) or Win10 operating system.

The blank USB key should be of 8GB capacity or more.

Important:

 If re-purposing an existing USB key, please note that all existing data on the USB key
will be erased during the HP PC Diagnostics USB Key creation process.
 Do not install any other applications or store any other data on the HP PC Diagnostics
USB Key! The key should be used solely to run the diagnostics and store the results.

Installation Procedure:

1) Unplug all other USB keys or other USB storage devices, if present.
2) Insert the blank USB key into the PC, wait for the system to identify the device. Note the
drive letter that is assigned to the USB Key.
3) Initiate the download. The softpaq will automatically unzip and installation will begin.
4) During the installation, you will be prompted to confirm the drive letter of the USB key.
Confirm and press [Y] and [Return] if it is correct.
5) Upon completion, verify that “The USB key drive is ready to use” appear on the screen
before hitting any key to finish the installation procedure.

Copying BIOS Binaries:

For 2020 and prior products, you need to download below SoftPaq and follow the Readme.txt to
copy the BIOS binaries into USB key.
http://ftp.hp.com/pub/softpaq/sp105501-106000/sp105878.exe
http://ftp.hp.com/pub/softpaq/sp105501-106000/sp105879.exe
http://ftp.hp.com/pub/softpaq/sp112001-112500/sp112026.exe

Running Windows Diagnostics from the Key

The user needs to boot from PC into Windows OS with this USB key inserted, then locates the
HpHwDiagA folder to launch the HpHwDiagLauncher.exe. Log files can be saved to a desired
location preferable to 4in1 USB key using Save Logs button under Test Logs Menu.

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Window Diagnostics has a minimum requirement of Microsoft .NET Framework 4.5.2 installed
and Internet Brower 11 running.

Running Other Diagnostic Solutions from the Key

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HP PC Diagnostics USB Key User Guide 6
USB Key could be utilized in Customer Mode and Field Mode

For HW Diagnostic Vision: After Booting into USB Key in Legacy Mode

Step1: CSO Entry

Format - Alphanumeric, no special characters allowed. (Example below)

Should there be a key entry violation, below screen will show.

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Step 2: Agent ID Entry

Format - Alphanumeric, no special characters allowed. (Example below)

Always check for the correct CSO Number and Agent ID before hitting “Enter”. User will need
to reboot and re-enter should there be any error(s)

Step 3: Main Screen upon successful entry

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Error Messages for HW Diagnostic Vision:

Users will be warned when booting a Notebook (Business or Consumer) unit to DOS (Vision)

User will be warned when a Non-HP system is detected:

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User will be warned when an invalid Family is detected (e.g., user tries it on an HP server or
very old system):

User will be warned when a duplicate CSO Number is detected. The entered CSO Number had
been previously used on a different system. Each CSO Number can be used on only one system.

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For HW Diagnostic UEFI: After Booting into USB Key in UEFI

Step 1: CSO Entry

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Step 2: Agent ID Entry

Format - Alphanumeric, no special characters allowed. (Example below)

Step 3: Main menu upon successful entry

Important:

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Although most Notebook products manufactured since 2009 come with HP UEFI Diagnostics
preinstalled, it is preferable that diagnostics is run from the USB key to ensure the latest version
is being used. Verify that diagnostics is being run from the key by confirming the tag “USB”
appears after the version number on the HP PC Hardware Diagnostics UEFI main menu (See
figure below).

Capturing of Test Logs:

Step 1: Select “Test Logs” (highlighted in above screen shot) from Main Menu after
diagnostic tests

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User can choose to see Test Logs (All), Test Logs (Failed), or Test Logs (Passed). A unique
Failure ID is generated each time a diagnostic test has failed (see column “Failure ID”). Test
logs can be saved onto the Diagnostic USB key itself.

BIOS Crisis Recovery Instructions

BIOS crisis recovery can be used to recover from some types of BIOS corruption on HP products
by utilizing the HP PC Diagnostics USB Key (below referred as “4-in-1 USB Key”). There are 3
options for implementing this process:

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Option 1: For Majority of Supported Platforms

1. Insert the 4-in-1 USB Key into a functional system and open BIOSCopy.csv file on the
USB Key. Find the failed platform street name or System Board ID (go to Option 2 if
the failed platform is not listed in this file); launch BIOSCopy.exe.
2. Click Clear button to delete any file under \Hewlett-Packard\BIOS\Current directory, or
HP\BIOS\Current directory, or \HP\DEVFW directory; enter failed platform street name
or SSID as prompted then press Enter. Use arrow key combined with Ctrl or Shift to
select single or multiple line items, then click OK button to copy needed binary file(s)
into \Hewlett-Packard\BIOS\Current directory, or HP\BIOS\Current directory, or \HP\
DEVFW directory.

3. After copy completed, remove the 4-in-1 USB Key from the functional system and insert
it directly into the USB port of the failed system.
4. Power on the failed system.
5. The system will start the recovery process
o For Volume notebook and desktop products, the system should boot to the BIOS
recovery write and verification progress screens:

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 These will be, followed by a reboot and a message that BIOS recovery was
completed (error code 500):

o For Business notebook products, there may be no initial screen output; recovery
operations will be indicated by blinking keyboard LEDs ([Caps Lock] and/or [Num
Lock]).

6. BIOS Recovery Complete screen is displayed within ~ 5 minutes with a successful

restoration (time various by platforms).

If you DO NOT see above screen after 3~ 5 minutes for a supported unit, please try Option 3.

Option 2: For Supported Legacy Platforms

1. Insert the 4-in-1 USB Key into a functional computer and launch BIOSCopy.exe.
2. Click Clear button to delete any file under \Hewlett-Packard\BIOS\Current directory, and
click Legacy button to unzip all legacy binary files.

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 3. The rest of BIOS recovery process is same as above Option 1. Please refer to Option1 #3
& on for details.
4. Click Normal button to clean all unzipped binary files when to resume to BIOSCopy.exe.

If you DO NOT see BIOS recovery completion screen after 3 ~ 5 minutes for a supported
unit, please try Option 3.

Option 3: Manually invoke BIOS Crisis Recovery

In order to use this Option, the needed binary files must be in \Hewlett-Packard\BIOS\Current
directory, or HP\BIOS\Current directory, or \HP\DEVFW directory as can be achieved in the first
2 steps of Option 1 or 2.

1. Power down the failed system.

2. Hold down one of the following two key combinations:
a. The [Windows] and [B] keys
b. All 4 arrow keys
3. While holding down one of the two key combinations from 2a & 2b, power on the
system.
4. Release the keys approximately three seconds after powering up the system.
5. The system will start the recovery process. Please refer to Option 1, #5 & #6, for details.

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If the BIOS recovery does not execute after these Options have been executed, then the system
BIOS will not be recoverable.

Flowchart of BIOS Crisis Recovery Options

Important:

 The key must be directly attached, and not attached via a USB hub or composite device
(such as an external keyboard with a USB port).

 For desktop and All-in-One systems, HP recommends inserting the HP PC Hardware

Diagnostics 4-in-1 USB Key into an available USB port on the back of the unit when
performing BIOS recovery!

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 Some desktop and All-in-One systems with USB ports on the front panel of the unit (such
as systems with a combined media card reader / USB ports) utilize an internal USB hub.

BIOS recovery is NOT supported through such hubs, requiring the use of a rear USB
connector.

 Individual USB disk on keys may not be compatible with BIOS recovery.

USB keys that are not compatible will not be detected during the recovery process. If
support or repair personnel encounter a USB key that consistently does not recover BIOS
across multiple products and platforms, HP recommends that they use another USB key
from another vendor.

Pre-Boot Diagnostic Codes

LED Blink Codes Common to HP Notebook PCs

If the Notebook PC does not start and you only see a blank screen, look at the LEDs for Caps
Lock, Num Lock, and the Battery Charge to diagnose the problem. The LED codes below
indicate a basic function was unable to start. A basic function might be reading memory, reading
BIOS, displaying video, or a problem related to power.

Important: Boot or Post codes have changed over time. With the development of the
Extensible Firmware Interface (EFI) BIOS, the HP Pavilion and Compaq Presario notebook
computers built in 2009 or later use standard definition of blinking LEDs to identify
hardware component reporting an error during startup. These codes are not valid for earlier
models.

Use the following table to learn about the meaning of a code that a notebook may encounter.
The number of blinks is determined from counting the number of one second blinks followed by
two seconds of off time. The pattern is repeated.

Number of Component Possible

LED Condition
Blinks Being Checked solution(s)

AC power Constantly on Power adapter OK. AC power is Working correctly

adapter being supplied
correctly.
AC power Constantly off Power adapter Power is not being Try a different power
adapter supplied outlet.

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 Replace power
adapter.
AC power Continuous Power adapter Incorrect power Try a different power
adapter blinking adapter adapter.

Battery charge Continuous Battery Battery low power Charge battery

blinking

AC LED = off
Battery charge Continuous Battery Battery not Reseat battery
Blinking functional
Charge battery
AC LED = on
Test battery with HP
Battery Check
Battery charge On Battery Battery charging Working correctly
Battery charge Off Battery Battery Fully Working correctly
Charged
Caps Off System Board System board power Service (Replace
Lock/Num not functional power inverters)
Lock AC LED = on

Component
Number of
LED Being Condition Possible solution(s)
Blinks
Checked

Caps 1 CPU CPU not functional Reseat CPU

Lock/Num Service (Replace CPU)
Lock
Caps 2 BIOS BIOS corruption Perform BIOS
Lock/Num failure recovery **
Lock Service (Replace Flash
Memory)
Caps 3 Memory Memory module Reseat memory
Lock/Num not functional modules.
Lock Remove one memory
module and test the
others. Repeat until
bad module is isolated.
Service (Replace SB)

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Caps 4 Graphics Graphics Processor Reseat GPU
Lock/Num not functional Reseat CPU
Lock Service (Replace GPU)
Caps 5 System board General system Service (Replace SB)
Lock/Num board failure
Lock
Caps 6 BIOS BIOS Service (Replace
Lock/Num authentication TPM)
Lock failure

** BIOS Recovery on many HP PCs is automated unless the HP_TOOLS partition is removed
from the hard drive – in that case, please refer to the Instructions for BIOS Recovery section
above.

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Beep Codes Common to HP Desktop and Workstation PCs
If a desktop PC makes one or two short beeps before starting, this is normal and the computer is
telling you that BIOS startup was successful. If the desktop PC beeps and does not start, a more
serious hardware issue is likely occurring.
The following beep codes are common to many HP desktop and workstation computers. Use
these codes first before referring to the other code lists.

Note: Not all codes are shown. Please see www.hp.com for beep codes for older HP desktop
and workstation PCs.

Beeps Description

1 short beep and 1 long beep Memory problem

2 short beeps and 1 long beep Unable to initialize video or video card required
(repeats 5 times) but not installed
3 short beeps and 1 long beep CPU configuration error or CPU type is not
compatible

The following beep codes are common to many HP and Compaq desktop computers that can occur
while restoring, flashing or updating the BIOS :

Beeps Description

1 short beep Legacy floppy drive or CD/DVD drive not detected

2 short beeps Floppy diskette or compact disc not detected
3 short beeps Unable to start flashing (such as when missing a utility or BIOS
image)
4 short beeps Flashing failed (checksum error, corrupted image, etc.)
5 short beeps BIOS recovery successful

Protection from Viruses and Malware

If the USB flash drive becomes infected with viruses, not only may the functionality of the USB
key become impaired, but the virus may also infect every PC on which the USB flash drive is
used.

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Recommendations:

 Always use a USB key that is dedicated to the sole function of running HP PC
Diagnostics. Never install any other applications on this USB key.
 Never leave the key plugged into the customer’s PC while booting into their operating
system.
 Ensure the PC being used to make the key is free from viruses and malware.
 The HP PC Diagnostics key should be scanned periodically using virus scan software
recommended or provided by your local IT group to assure it is free from viruses and
malware.

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Troubleshooting
USB Key Creation Troubleshooting

1) Insufficient Disk Space

The user must have 8GB of hard disk space to install HP PC Diagnostics. Half of that is
required for the downloaded softpaq. Half of that is needed for the location where the
softpaq gets installed (e.g., C:\Swsetup).

2) USB Creation
If the softpaq installs properly, it will launch a command box prompting the user to enter the
drive letter of the USB key. If the user enters the wrong drive letter, he may see one of the
following messages:

A) *** No connected USB Disk Storage devices!

Press <Enter> to view the command-line syntax of this tool,

or
<Esc> to exit this help screen...

B) ***ERROR*** DriveLetterToPhysical.CreateFile: The system

cannot find the file specified.
***ERROR*** Failed to locate the physical disk of H:!

C) Connected USB Disk Storage devices:

ID Label Description
----- ----------- --------------------
G: USB Disk 0.00
HD1 USB Disk 0.00

Press <Enter> to view the command-line syntax of this tool,

or
<Esc> to exit this help screen...

If any of these messages appear, the user will need to try again and make sure that the targeted
USB key is at the drive letter specified.

USB Key sizes below 8GB are not supported. Please insert a USB with a size of 8GB or larger.

HP PC Diagnostics Troubleshooting

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1) Unable to launch Windows Diagnostics on certain Windows 7 units
Windows Diagnostics requires Microsoft .NET Framework 4.5.2 installed, and Internet
Brower 11 running
a. Check whether Microsoft .NET Framework 4.5.2 is installed on the PC under test
b. Installed Microsoft .NET Framework 4.5.2 by located DotNetFX452 folder on the
usb key and click on NDP452-KB2901907-x86-x64-AllOS-ENU.exe

2) Not hitting [Esc]

The most common problem when running HP PC Diagnostics is failing to hit the [Esc] key at
the correct time after powering up the system. If this occurs, the user will need to try again.
If the user misses hitting the [Esc] key and starts booting to Windows, he should immediately
remove the HP PC Diagnostics USB key from the system. After shutting down the system,
he should then reconnect the key and try again.

If repeated attempts to hit the [Esc] fail, the BIOS should be updated to the latest version.
Also, verify that the system was manufactured 2009 or later.

3) Booting to USB key disabled in BIOS

Booting to USB will need to be enabled in the BIOS in order to use the key.

4) No UEFI on certain 2009 Consumer Notebooks

Some of the 2009 Consumer Notebooks did not support UEFI Diagnostics. On those
systems, the user should use the ROM Diagnostics provided when pressing the [F2] key in
the Setup Menu.

5) Unexpected screen not on process flow

If the user sees a screen not indicated on the Process Flow flowchart, he should verify that he
followed all the steps of the Process Flow correctly. If he did, the problem may be one of the
following:

a. Misidentified system
The user should verify that he’s following the Process Flow for the correct machine
type.
b. Incorrect diagnostics launches
The user should verify what diagnostics is supported on the machine. Note that some
of the 2009 Consumer Notebooks did not support UEFI Diagnostics. On those
systems, the user should use the ROM Diagnostics provided when pressing the [F2]
key in the Setup Menu.
c. Old or corrupted BIOS
Try updating the BIOS to the most recent version.

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 d. Key corruption
If the files on the key get corrupted or altered, HP PC Diagnostics will need to be
reinstalled.

6) Unable to boot to the USB key

For Desktops and Workstations built before mid 2012, the Process Flow requires booting to
the HP PC Diagnostics key. Booting to USB will need to be enabled in the BIOS in order to
use the key.

7) Other errors
For any errors not mentioned above, try reinstalling HP PC Diagnostics to the key and
updating the system’s BIOS.

Diagnostics Errors

To troubleshoot errors found with the diagnostics, themselves, please refer to the troubleshooting
guide for that diagnostics.

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