Hp PC Hardware Diagnostics doesn't work

[Erle2]

A friend's Pavilion 17 Notebook has been acting strangely, so I downloaded PC Diagnostics Windows.  It loaded just fine, but when executed, a window opens and nothing happens but the circular "clock" rotates ... forever.  I've also, while rebooting, hit ESC, got a response, but when selecting F2 for sytem check got an error, "System Check file missing ..."  What is wrong?

[Raj1788]

@Erle2

Thank you for joining HP Forums. 

This is a great place to get support, find answers to your technical queries.

I understand that you are in need of support, need not worry I'll be glad to assist you.

To provide you with an accurate solution, I'll need a few more details:

Could you please brief the issue in detail?

Can I get the exact product number?

Do you get any error message?

Eagerly waiting for the reply!

Cheers:)

[Erle2]

Raj, thank you for your quick response.

I think I have fully described the problem that is happening, but I will try again. 

The program PC Diagnostics downloaded from hp.com/go/techcenter/pcdiagnostics installs OK, but when selected for execution, does nothing.  No error message, NOTHING.

Also, trying to access built-in diagnostics through BIOS, (reboot, hitting ESC repeatedly) brings up a window, and when F2 is selected, the error  "System Check file is missing ... " appears.  If that is referring to the sfc internal program, then when I run from the command prompt "sfc /scannow" it runs OK but that is only doing a system file check, and does not do any hardware diagnostics

The only thing missing is the exact model number of the Pavilion 17 Notebook.  I will have to contact my friend to get the number and then get back with you.

[DavidSMP]

@Erle2,

I  read your quick response. Thanks for the update. it is awesome to hear from you again. Your commendable technical expertise and immaculate attitude are laudable. Kudos to you for a job well done. 🙂  As @Raj1788 is out for the day, I am responding on his behalf.

• Let me know the version of Windows installed on the computer and the model# of the computer to assist you correctly.

For now, please try these steps:

Perform a hard reset on the computer by following steps from this link: https://hp.care/2nwQ054

• Then create a new user account as an administrator  from this link:https://hp.care/2rZfJBC
• Log into the new user account after restarting your computer.
• Then download and install HP UEFI diagnostics from this link: https://hp.care/2fybrkj  and check if it installs correctly and runs.

Now check for issue resolution. If it continues, then perform these steps:

• Update the bios and chipset drivers from this link: https://hp.care/2syreDe and follow the on-screen instructions
• Then ensure that the latest Windows updates are installed on the computer.
• Please run HP support assistant and run all the HP and Microsoft updates if found

Now check if the issue gets fixed. If it persists, then perform these steps:

• If it continues, please backup all your important data and perform a Microsoft Push-Button Reset of Windows 10 by following instructions from this link: https://hp.care/2toQrBj (HP PCs - Microsoft Push-Button Reset (Windows 10)

This should do the trick for you. Now, you've been a valued HP customer and it has been an absolute privilege to share this platform with you and a delight to work with you.

I hope things work great for you.

Hope this helps. Let me know how it goes. 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.

Take care and have a blessed year ahead. Say healthy and smile big  🙂

 Cheers!

[Erle2]

DavidSMP

Wow!  What a quick and thorough response!  I visited my friend last evening and got the following info about her notebook using the HP Software and Driver Downloads web site and letting HP detect the product.

HP Pavilion 17-e135nr Notebook PC (ENERGY STAR)

Product Number: F9A45UA#ABA

I have not yet done any of the things you outlined in your reply.  I wanted to wait until you got the above info from me before doing anything.

Erle2

[DavidSMP]

@Erle2,

I read your super quick response as well. Thanks for the update. Please remove the Serial Number of the computer as it is private and confidential. Welcome back to the forums and I genuinely hope the issue gets resolved without hassles.

I check the product number of the computer and the model. The steps remain the same for this computer also.  Please break some good news that is music to your ears and mine. Fingers crossed!

So go right ahead and try the steps.

If this helps, 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.

Take care and have a blessed year ahead. Say healthy and smile big  🙂

 Cheers!

[Erle2]

I deleted the Serial Number from my post, and I see that I forgot to tell you that my friend is running Win 8.1.  Does this make a difference in the procedure you sent?

Before I follow your instructions, I like to preview as much of the procedures as possible.  I note that the link to adding a new user is for Win 10.  Is there another link for Win 8.1?  Also, a question.  Why create a new user?  And, should I do this as an administrator, or should the new user be granted administrator priviledges?

Later on, you mention updating the bios and chipset drivers.  When I followed the link to do that, not only was the bios shown, but a whole raft of drivers.  Do I reinstall all of them?

[DavidSMP]

@Erle2,

Your uncanny ability to pay attention to detail is enviable and so are your intelligent questions. Hats off to you there.

Answers to your questions.

Answer 1

• Yes to create a new local user account as an administrator follow steps from this link: https://hp.care/2wXjDxW

(Create a user account in Windows)

• This User profile or account could have some traces of corruption and we are trying to isolate the issue further by creating a new user account as an Administrator. Don't create any another user profile. It has to be an Administrator will full privileges to perform all commands and tasks without any hindrance. You should be able to install, uninstall, delete or perform any task with ease. So an administrator account needs to be created. 

Answer 2

So the action of a push button reset in Windows 10 can be achieved in Windows 8.1 by refreshing the PC to factory settings.

• Please visit this link: https://hp.care/2Kx6v98 (HP PCs - Refresh Your PC to Resolve Problems (Windows 😎 and follow all the relevant steps. The procedure is the same for Windows 8 and Windows 8.1
• This is as good as a clean install without data loss if you follow the correct on-screen instructions.
• But it is still recommended to backup your data before you proceed. 

Answer 3

Download only these drivers:

• Bios:
• HP Notebook System BIOS Update (AMD Processors) - F.39 Rev.A - 9.1 MB - Apr 21, 2017
• Diagnostic:
• HP PC Hardware Diagnostics UEFI - 6.4.1.0 Rev.A - 33.8 MB - Jul 25, 2017
• Link to download and install the drivers: https://hp.care/2k4Tp7S

A lot of time efforts and research has gone into it I hope things pan out great for you. Please keep me posted and go right ahead with the steps.

If this helps, 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.

Take care and have a blessed year ahead. Say healthy and smile big  🙂

 Cheers!

[Erle2]

Thanks for the explanations.  I am out of town over the weekend, so it will be some time next week before I visit my friend and try out all your suggestions.

[Raj1788]

@Erle2

Thanks for the reply,

Keep me posted once done, I'll be glad to assist you further.

Have a great week!

Cheers:)