Video Test Gets Failed in System Test

[chintan_shah]

Few weeks ago, my laptop's HP Support Assistant startrd giving me warning for Video Test Failed with following failure id:

Failure Id: 0GD62K-75S7PX-MFGH6J-Q2BT03

I performed System Test from BIOS and got same result. Now from last few days, whenever I perform System Test again then it just gets cancelled for Video and Touch Screen with no failure id. I uninstalled HP Support Assistant, installed it again, restarted my laptop and performed test again. This time also both tests get cancelled. So what is the meaning of above failure id and why these tests get cancelled everytime?

Please provide me info about this.

[Jeet_singh]

Hi @chintan_shah,

Thank you for showing your interest in HP Support Forums. It is a great place to find the help you need, from other users, HP experts, and other support personnel. For you to have the best experience on the HP forum, you could also visit our HP Forums Guide for the First Time Here? Learn How to Post and More.

As I understand the computer isn't booting into windows anymore, instead you get the error message. I'll try my best to help you with this,

You've performed the hardware test and it resulted with the failure ID, 0GD62K-75S7PX-MFGH6J-Q2BT03

Here's what the ID represents: Display Adapter Palette Test Failure

I would personally suggest you contact our HP phone support for available service related options. If your product is out of warranty, please choose paid options to get the tech support number. 

Please use the following link to create yourself a case number, then call and it may help speed up the call process:

Step 1. Open link: www.hp.com/contacthp/

Step 2. Enter Product number or select to auto detect

Step 3. Scroll down to "Still need help? Complete the form to select your contact options"

Step 4. Scroll down and click: HP contact options - click on Get phone numberCase number and phone number appear.

They will be happy to assist you immediately.

Keep me posted,

If the information I've provided was helpful,

give us some reinforcement by clicking the solution and kudos buttons,

that'll help us and others see that we've got the answers!

Good Luck.

[chintan_shah]

I have no problem in booting my laptop. I have also contacted with HP support on phone and after long discussion they concluded that it may be Software problem rather than hardware one.

[DavidSMP]

Hi @chintan_shah,

I read the post comprehensively. Great troubleshooting and fabulous efforts have been displayed by you to try and resolve the issue. Kudos to you on that score. 🙂 As @Jeet_singh is out of office for the day, I am taking over from here. The fact that the video tests are not working outside of the operating system in the UEFI diagnostics page and cancels it out, suggests that the computer has a hardware issue. There is no doubt about that. 

Does your touchscreen work correctly?

Are you able to use the display drivers for high-end graphics like games and videos without hassles?

If the answer to both these questions is a no, then please contact Hp technical support again to get the computer serviced.

HP Technical Support can be reached by clicking on the following link: http://h22207.www2.hp.com/us-en/?openCLC=true

(1) Once the support page opens please select the country in which you're located. Next, enter your HP model number on the right.

(2) Next, choose the 'Contact Support' tab at the top and scroll down to the bottom of the 'HP Support- Contact' page to fill out the form provided with your contact information.

(3) Once completed click the 'Show Options' icon on the bottom right.

(4) Lastly, scroll down to the bottom of the page and select 'Get phone number.' A case number and phone number will now populate for you.

Hope this helps. Let me know how this goes. I genuinely hope the issue gets resolved without hassles and the unit works great.

Take care now and have a superb week ahead. 🙂

[chintan_shah]

@DavidSMP thanks for the reply. No, my touch screen is working perfectly. I have not tested for high graphics games but the games I have running properly without any problem. That what's makes me confuse! If there is no problem in working then why the tests get cancelled?

[DavidSMP · Accepted solution]

Hi @chintan_shah,

I reviewed the response. You've done some terrific troubleshooting and amazing research here. I am awfully glad to hear that the touchscreen works correctly. However, as you stated that the video diagnostics don't work, I request you to try these steps out.

Please update the bios first from this link:http://hp.com/drivers please select the country and follow the on-screen instructions.

Once the bios is updated, please boot into windows and uninstall the HP UEFI diagnostics from Programs and features in control panel. Later restart the computer and reinstall the latest HP UEFI diagnostics from this link: http://www8.hp.com/us/en/campaigns/hpsupportassistant/pc-diags.html?jumpid=va_r602_us/en/any/pps/pl_... and this should do the trick for you.

Please check in video diagnostics section and it should ideally work.

It has been amazing working with you with such profound knowledge of computers and great technical skills. 🙂 Thank you for sharing this platform and giving me the privilege to share it also. 🙂

Trust me I've done everything I can to assist you by keeping your best interest in mind. I hope the unit after repair works great and stays healthy for a long time. 🙂

To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help.

If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles. 🙂

Do take care stay healthy, keep smiling big and have a blessed year ahead. 🙂

[chintan_shah]

Hi @DavidSMP,

I followed same steps as you mentioned and it did the trick! Thank you for identifying actual issue and providing exact solution.  But also want to share some points which can be useful to someone else:

1. I downloaded and updated new BIOS successfully.

2. I couldn't find HP UEFI diagnostics in Programs and features in Control Panel to uninstall it. So I just reinstalled it.

3. After that I performed system test again and it got passed but still video and touch screen got cancelled again. So I ran those tests manually and both tests got passed. Only one point here, the Drag and Drop Test in Touch Screen Test couldn't be completed.

4. The Drag and Drop Test in Touch Screen Test tells to drag and drop boxes in indicated blank boxes. I tried to drag and drop and the box easily got dragged and dropped. But I couldn't select another box because first one was not getting deselected even after placing it on right place and that's why the test got cancelled. But I think there must be a problem in the test as first selected box was not getting deselected but I could drag and drop.

So these are some points which I have faced. But the steps, mentioned by you, did the the trick and solved my problem. Thank you. 

[DavidSMP]

Hi @chintan_shah,

I read the post. Awesome that it is working now.  I am very happy for you. I hope the unit works great and stays healthy for a long time. 🙂

Trust me I've done all I can to assist you here by keeping your best interest in mind. 🙂 

To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help.

Do take care, stay healthy, keep smiling big and do have a blessed year ahead. 🙂