HSE Presentation FULL Dec2015

HP EMEA PPS PC Repair
Support Training
December 2015
Efrain Pizarro & Ales Kruml
Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Hardware Service Engineering (HSE) Team Scope
In Scope Not in Scope

WUR Consumer / Commercial HPSP technical support & HPSP
Notebooks technical issues SharePoint access
WUR Consumer / Commercial Parts Quality
Desktops technical issues Refurbishing Operations Support
WUR Consumer/Commercial BOM / Wrong Parts Issues
Tablets technical issues ITW (international units) part
WUR Consumer/Commercial requests
Spare parts/Internal Parts Recovery Media requests
technical issues
WUR Accessories technical issues
WUR & Internal HP WUR
2
SharePoint access
2LS Front End (2LS FE) Team Scope

HPSP/TPM Consumer Notebooks WUR technical support & WUR
technical issues SharePoint access
HPSP/TPM Consumer Desktops Parts Quality
technical issues
Commercial Technical issues
HPSP/TPM Consumer Tablets (Pine 4T
PL ONLY) technical issues Refurbishing Operations Support
HPSP/TPM Consumer Spare BOM / Wrong Parts Issues
parts/Internal Parts technical issues ITW (international units) part
HPSP/TPM Accessories technical requests
issues
Recovery Media requests
HPSP/TPM HPSP SharePoint access
3 Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Product Data Management (PDM) Team Scope

Consumer Notebooks BOM / Technical support & SharePoint
Wrong Parts requests access
Consumer Desktops BOM / Wrong Parts Quality
Parts requests Refurbishing Operations Support
ITW (international units) part
requests
Recovery Media requests
PDM Escalation Management
December 2015
Vinit Kumar Nahar
SharePoint Escalation Management + Email Request
Serious TTF - 24 Hrs. 8/5 Support managed by1 Resource in PDM
80-90% allocation for ticket handling
Medium TTF - 48 Hrs.
10-20% allocation for other activity such as Accessories PL
Low TTF - 72 Hrs. (NB & DT) NPI, BOMs Extracts & Reporting
o In Scope request on Missing/inactive Parts in BOM, EMEA Equivalent Parts Request, RCD, CSR & Customer
Clarifications
1. Missing Parts for Ordering 2. Part Non Orderability

Issue Reported when a particular part is not available for Issue Reported when a particular part is not available for ordering
ordering No issues with the BOMs but need Flextronics to update the system with stock
BOM Related issue for Core/Non Core parts need to be fixed and orderability Flag.
Normally 24 - 48hrs. to fix once identified. This is due to In such cases list of requested parts notification sent for Flextronics to take
Wizpart automated process to update the DB. action. (Twice in a week)
In complex cases, PSM is involved to find the root cause for 2-4 days of ETA for the resolution if everything is setup correctly at Flex
missing parts in the system. And PDM updates the ticket log In some cases it may take several weeks if NPI forecast is not available or part
based on the input from PSM/GBU etc.. price missing at Flextronics
3. EMEA Equivalent Part 4. EOSL/SECR Part change

Request
Request for EMEA Equivalent Part for Non-EMEA, Notification
Requested part not available in Wizpart
Refurbished or CTO units This could be due to Part EOL or SECR notification
PDM to identify Product Platforms, Parts configuration and Customer need the clarification for old units, for product with new cycle
provide appropriate alternative. alternative must be provided.
In some cases PDM may contact to PSM for further advise if If not in PDM scope PSM/Flextronics is contacted for alternative parts and
no alternative is available (Specially for new cycle products) ticket is updated accordingly
PDM updates the ticket log based on the input from PSM. In case of no solution, commercial solution is advised.
SharePoint Escalation Management + Email Request
Serious TTF - 24 Hrs. 8/5 Support managed by1 Resource in PDM
80-90% allocation for ticket handling
Medium TTF - 48 Hrs.
10-20% allocation for other activity such as Accessories PL
Low TTF - 72 Hrs. (NB & DT) NPI, BOMs Extracts & Reporting
o In Scope request on Missing/inactive Parts in BOM, EMEA Equivalent Parts Request, RCD, CSR & Customer
Clarifications
5. Part wrong Part Order / 6. Customer Clarification

Shipment
Issue Reported when the requested part is not same as Issue Reported when customer is not sure on what part to order for the given
expected. issue
Could be issue with BOM, need fix in 24-48hrs Part description is not sufficient and lookup not available. PDM contact PSM or
Issue with Incorrect part shipment from Flextronics, need Flextronics to get the confirmation on part lookup
follow-up with supplier on the fix and update to customer. Stock is checked and information is passed to PDM
ETA 48 72hrs depend upon the complexity of the issue. PDM update the ticket log based on the input from the sources.
Issue with part setup, Expect resolution from PSM / GBU for Such cases ETA varies from 2 to 5 days.
the permanent fix.
7. CSR Cases 8. Request for more information

Issue reported when A particular part is now shown in CSR Applicable to all the cases 1-7 for requesting more information from the
assistant customer
Could be clarification wherein the particular commodity is The case where incomplete information is provided or need the Picture and
non-csr Part such is BAI (Battery internal) or commodity label of the part
restriction for specific platform Multiple interaction to get clarity on the request
Part/commodity setup needed in Wizpart, 24-48 hrs of Followed one of the resolution steps from 1-7 whichever is applicable
resolution is expected.
SharePoint Escalation Management + Email Request Contacts
https://hp.sharepoint.com/teams/support/default.aspx
The highlighted link New BOM/Parts/RCD request Issues Escalation must be selected for addressing issue to PDM.
In case of tool or access issue, Partner can also send email to PDM contact DL
HP Customer Support PDM csspdmmembers@hpe.com
For escalation, Please contact vinit-kumar.nahar@hpe.com or sujay.v@hpe.com

SharePoint Escalation Management + Email Request Dependencies
1. Missing Parts for Ordering 2. Part Non Orderability
Issue Reported when a particular part is not available for ordering
BOM Related issue for Core/Non Core parts need to be fixed Issue Reported when a particular part is not available for ordering
Normally 24 - 48hrs. to fix once identified. This is due to Wizpart automated No issues with the BOMs but need Flextronics to update the system with stock and orderability Flag.
process to update the DB. In such cases list of requested parts notification sent for Flextronics to take action. (Twice in a week)
In complex cases, PSM is involved to find the root cause for missing parts in the 2-4 days of ETA for the resolution if everything is setup correctly at Flex
system. And PDM updates the ticket log based on the input from PSM/GBU etc.. In some cases it may take several weeks if NPI forecast is not available or part price missing at
Flextronics
3. EMEA Equivalent Part 4. EOSL/SECR Part change

Request
Request for EMEA Equivalent Part for Non-EMEA, Refurbished or CTO units Notification
PDM to identify Product Platforms, Parts configuration and provide appropriate Requested part not available in Wizpart
This could be due to Part EOL or SECR notification
alternative.
In some cases PDM may contact to PSM for further advise if no alternative is Customer need the clarification for old units, for product with new cycle alternative must be provided.
If not in PDM scope PSM/Flextronics is contacted for alternative parts and ticket is updated accordingly
available (Specially for new cycle products)
PDM updates the ticket log based on the input from PSM. In case of no solution, commercial solution is advised.
5. Part wrong Part Order / 6. Customer Clarification

Shipment
Issue Reported when the requested part is not same as expected. Issue Reported when customer is not sure on what part to order for the given issue
Could be issue with BOM, need fix in 24-48hrs Part description is not sufficient and lookup not available. PDM contact PSM or Flextronics to get the
Issue with Incorrect part shipment from Flextronics, need follow-up with supplier confirmation on part lookup
on the fix and update to customer. ETA 48 72hrs depend upon the complexity of Stock is checked and information is passed to PDM
the issue. PDM update the ticket log based on the input from the sources.
Issue with part setup, Expect resolution from PSM / GBU for the permanent fix. Such cases ETA varies from 2 to 5 days.
7. CSR Cases 8. Request for more information

Issue reported when A particular part is now shown in CSR assistant Applicable to all the cases 1-7 for requesting more information from the customer
Could be clarification wherein the particular commodity is non-csr Part such is BAI The case where incomplete information is provided or need the Picture and label of the part
(Battery internal) or commodity restriction for specific platform Multiple interaction to get clarity on the request
Part/commodity setup needed in Wizpart, 24-48 hrs of resolution is expected. Followed one of the resolution steps from 1-7 whichever is applicable
Information Resources
HP Support Information Resources
HP EMEA HP Service
Engineering
Service BIOS PC
WUR / Support
HPSP /
Change Media GDrive Tracker
Website Request
PDM (SECR) Library /
SharePoin Wizpart
HP EMEA
t HP Support SECR Service Media HP BIOS GDrive PC Tracker
WUR / HPSP / Drivers Process Library DOS versions Wizpart
PDM Changes Assembly/Disa
Service Windows BOM
SharePoint ssembly videos
Manuals Supporting versions PCID Info
Technical SECR files BIOS
Firmware CRISIS BIOS Feature Byte /
issue Simulator
Product SECR list files Build ID Info
escalations
Descriptions S2P files Diagnostic
BOM/Parts/RC info Platform Name
D requests BIOS files SECR and revision
database LED
Links to Other DMI info
Diagnostics
different HP
support sites Parts Locator
HP Support Information: SharePoint
NB Diagnostics
Recovery info
International Warranty (ITW)
DMI files
Trainings
SECR
HP Support Information: SharePoint
1 2
1. New BOM/Parts/RCD
Requests
3 2. New HP PC Repairs
4 Escalations
5 3. List of Repair Issues
4. List of Old HP
Escalation
5. List of
BOM/Parts/RCD
requests
HP Support Information: SharePoint Search
2 1. Enter the term that you are

looking for into the search
box Find an Item
1
2. Do not use the top Search
this site search box as it is
not configured
HP Support Information: SharePoint Insert files
2
1. After creating a new ticket,
3 click reply
2. On the top select the Insert
tab
3. Select the upload file option
or the upload picture option
HP Support Information: SharePoint New Ticket
2 After selecting the
correct link for the type
3 of issue (BOM etc. Or
Technical) fill all areas
correctly.
Failing to fill any option
or using incorrect
information may result in
ticket disqualification.
There is a bug in
SharePoint. If you use
1 the same Problem
Subject as an older ticket
with the same name, the
data shown will be
incorrect. Add the SN in
16
the Problem Subject to
HP Sharepoint Escalation Rules
Failing to follow any of the following rules may cause the ticket to be disregarded /
disqualified
Partners must complete all the mandatory fields, including the platform and partner name.
It is mandatory to provide diagnostic/troubleshooting information everytime it applies. Please

escalate to us when you finished all your diagnostic/troubleshooting possibilities and you are
unable to proceed.
It is mandatory to provide the number of affected units. You must include a list with all S/Ns of
these units.
For all recovery / DMI / Tattoo cases: it is mandatory to put photos and pictures from BIOS main
page, DMI utility where product information is displayed, System label (with product, serial
number), PCID / FeatureByte label, log files (if available), any error message.
Each ticket will be closed after 2 working days if there is no update/change from the partners
side.
You MUST reply / comment to every action we ask you to complete.
If Copyright
17
partners need to order a component as part of the troubleshooting, we will close the existing
2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
ticket and we are kindly asking all partners to open a new ticket making reference to the old
SERVICE ENGINEERING
CHANGE REQUEST
(SECR)
PROCESS OVERVIEW
Change is the key for improvement
Jonathan Primavera
SECR Process Purpose
To manage service engineering changes with a closed-loop
communication between repair partners & the PPS EMEA
Engineering team. This process provides monitoring, tracking and
verification of the implementation of engineering changes in the
partners repair sites.
Allows for data to be collected and analyzed to monitor process

performance. The analysis is summarized in two metrics:
Primary Metric: % of implemented SECRs

Secondary Metric: SECR implemented in due time
SECR Process application
Repair process related SECR is valid for IW and OOW repairs
Product related SECR is applicable only for IW repairs, unless OOW

is stated in. If a unit is IW, falls within the scope of an SECR
related to some issue then it should be repaired IW by completing
all the actions from this SECR. If a unit is OOW, then it depends
on the Warranty entitlements for the country and on the OOW
model for the partner/country which should dictate how the repair
will be completed.
SECR Document detailed
Header
Actions
Summary
SECR Document detailed (cont.)
Scope & Detailed
SECR Description
SECR category
section
Detailed Actions
SECR Categories
Service parts changes in BOMs, part rolls, part
Parts Change alternative setups, part status changes (EOL, remove
from support)
Any Software Changes (patches, driver updates, BIOS
Software Change updates, etc)
Any Recovery Software Changes (replacing/rolling the

Recovery SW change recovery kits, adding Supplemental media, etc)
Category used for material purge requests
Material Purge
Used for capturing parts from the Repair partner`s

Part Capture
Used for changes to processes (e.g. repair process,

Process Change material handling process, etc)
Anything else not covered by the above categories

Other
SECR Confirmations
- Partner is responsible to review all SECRs received. This is to make sure proper impact of the
SECR is analyzed also from partner side, not just by HP
- Partner is responsible to provide confirmation feedback to HP in case there is an action required
from the partner AND the SECR content is understood and accepted.
- In case of any issues or questions related to the SECR content, partner should not send any
SECR confirmation to HP. In that case partner is responsible to contact SECR owner as outlined
in the SECR header (Contact field) and clarify any issues / questions before proceeding further
- Partners are required to send SECR confirmations to HP via EMEA-SECR@hp.com within 2/5
business days, depending on the SECR priority (see previous slides)
- By sending out the SECR confirmation, partner accepts the SECR and assumes responsibility for
implementing the SECR without unnecessary delays
- The confirmation email must include:
- The SECR number
- Statement that the SECR has been reviewed and accepted
- Date of final implementation (in case implementation will be completed after the SECR
confirmation is sent out)
SECR Process Flowchart
Updates to SECR process
Standardized SECR structure on sharepoint
Sharepoint structure is unified (ALL, ACC, DT, MON, NB, TBT folders, partners and internal
customers can easily locate the SECR)
Location: ENG Sharepoint
Updates to SECR process
SECR Database
Database is an one stop shop for all the SECRs (accessible on Sharepoint, regularly updated
after every SECR is released)
MS Access based SECR database including retrospectively data since Jan 2011 (includes
SECRs covering almost all products in WIB)
SECR database automated filling (transferring the SECR content to DTB without human input
saving time, avoiding typos etc.)
SECR Database is used for creating SECR2Product number list/database
SECR Database
To provide actual and valid data, ready for implementation or
external usage we have SECR DTB on HP PPS CSS Sharepoint.
Documents>SECR> SECR-DTB or link
All information from SECR are transferred to there to allow finding

and parsing information to your systems.
SECR-DTB can be downloaded and used offline, we recommend

weekly update of offline copies.
SECR Database - details
Recent updates to SECR process
S2P (SECR2Prodnumber) database
Weekly updated database holding the list of SECRs linked to product numbers
Uses criteria set by the SECR Originator, stored in the SECR DTB (Product Numbers, Cycle,
Platform, PN)
Enables visibility what particular SECR`s should be applied when repairing the unit
SECR product scope is determined by generic criteria`s applied to Wizpart extract = up
to date on weekly basis
Desktop Diagnostic
Tools
A good mechanic always keeps his

tools close by
B. Rodriguez
HP DT Diagnostics tools - POST
Power-On Self-Test (POST)
The POST is a series of diagnostic tests that run automatically when you turn your computer on. The
actual tests can differ depending on how the BIOS is configured, but usually the POST tests the
following: OS
1 VGA 2 RAM 3 Keyboard 4 CPU 5 CMOS 6BIOS ROM 7
LOAD
The Video adapter - It is initialized, the video card and video memory is tested, and configuration
information or any errors are displayed.
The RAM - A read/write test of each memory address is performed and a running sum of installed
memory is displayed.
The keyboard - PS/2 ports or USB ports are checked to verify whether the keyboard is connected
or not.
The Processor
Errors indicated by -combination
The cacheof:memory is checked andTothe CPU to
respond type and speed are displayed.
error:
CMOS - Read/write test.
Beep code Ignore and continuepress F1
ROM BIOS
LED code
checksum. Correct system configuration errorpress F10
Error message View detailspress Enter
Note: See BIOS provider web for particular
BIOS error codes
HP DT Diagnostics tools - POST/BIOS beep
Beeps Error Message Description
codes DRAM refresh failure
1 short The programmable interrupt timer or programmable interrupt controller has probably failed
2 short Memory parity error A memory parity error has occurred in the first 64K of RAM. The RAM IC is probably bad
3 short Base 64K memory failure A memory failure has occurred in the first 64K of RAM. The RAM IC is probably bad
4 short System timer failure The system clock/timer IC has failed or there is a memory error in the first bank of memory
5 short Processor error The system CPU has failed
6 short Gate A20 failure The keyboard controller IC has failed, which is not allowing Gate A20 to switch the processor
to protected mode. Replace the keyboard controller
7 short Virtual mode processor The CPU has generated an exception error because of a fault in the CPU or motherboard
exception error circuitry
8 short Display memory The system video adapter is missing or defective
read/write error
9 short ROM checksum error The contents of the system BIOS ROM does not match the expected checksum value. The
BIOS ROM is probably defective and should be replaced
10 short CMOS shutdown register The shutdown for the CMOS has failed
read/write error
11 short Cache error The L2 cache is faulty
1 long, 2 short Failure in video system An error was encountered in the video BIOS ROM, or a horizontal retrace failure has been
encountered
1 long, 3 short Memory test failure A fault has been detected in memory above 64KB
1 long, 8 short Display test failure The video adapter is either missing or defective
2 short POST
36 Copyright 2012 Hewlett-Packard Failure
Development Company, L.P. Onetoof
The information contained herein is subject the without
change hardware
notice. tests have failed
1 long POST has passed all
HP DT Diagnostics tools - POST/BIOS blink codes
HP DT Diagnostic tools
BIOS/Vision/UEFI/HPSA
HP Basic BIOS Diagnostics
HP Vision Diagnostics (Vision) shipped with Win7 units since Fall 2010.
HP PC Diagnostics UEFI part of all units with UEFI BIOS starting 2012
Diagnostics is called by pressing F2 key during POST
HP Support Assistant can be found on every new HP PC with Windows 7 or Windows 8 purchased since fall
2012
HP PC Hardware Diagnostics Home Page link
1 CD/USB key 2 HDD (UEFI only) 3 BIOS Embedded 4 Windows Based
Running by Pressing F2 Running when there is Running when there is Running HPSA from
during POST no USB detected no HP_Tools partition Start Menu
Vision/UEFI diagnostics is Using the diagnostics diagnostics files source Contains few diagnostics
searching for the USB stick sources on HP_Tools present checks, depending on
presence, if not present partition the version installed
HDD diagnostics source is
being called
HP DT Diagnostic tools
HP Basic BIOS Diagnostics Contains only basic diagnostic tools: Memory Test + Hard Disk
BIOS/Vision/UEFI/2in1/HPSA
Check
HP Vision Diagnostics - shipped with Win7 units since Fall 2010. Executable from either a
bootable CD or USB key, HP Vision Diagnostics will perform tests on the computer hardware and
memory. Since these tests run outside the Windows operating system, use them when you need to
isolate whether the issue is caused by the computer hardware or the operating system, or when
Windows will not start.
CD version link, USB version link
HP PC Diagnostics UEFI part of all units with UEFI BIOS starting 2012
System Information Display Provides information about the system such as Model, Serial
Number, Warranty Start Date, and hardware configuration .
System Tests - Check the PCs hardware to assure everything is functioning properly in case that
system wont boot into Windows.
Component Tests Select individual tests focused on selected hardware components in PC.
Firmware Management Update your computers BIOS to the latest version (available separately)
or roll back to a previous version.
HP PC Diagnostics UEFI link, Diagnostics Failure ID Decoder link,
HP 2in1 diagnostics - The HP PC Hardware Diagnostics 2-in-1 USB Key includes the latest UEFI
based diagnostics as well as the older HP Vision Diagnostics. UEFI based diagnostics run in the
new UEFI BIOS now included on the latest HP PCs.
HP PC Hardware Diagnostics 2-in-1 USB Key link
HP Support Assistant can be found on every new HP PC with Windows 7 or Windows 8
purchased
39 since
Copyright 2012 fall 2012.
Hewlett-Packard Contains
Development Company,few diagnostics
L.P. The checks,
information contained herein is depending on the
subject to change without version installed
notice.
HP Support Assistant Home Page link

Desktop:
BIOS, DMI, & Recovery
Behind every clock there are some gears
that make it work.
Philip J. Fry
Repair requirements
BIOS Flash: Proactive ,during every repair

DMI flashing: When MB is exchanged, DMI its prerequisite for System Recovery
Recovery: When HDD is exchanged or repair/symptoms requires it
DT BIOS
BIOS - The Basic Input Output System (BIOS) is responsible for enabling the hardware
system on the computer is turned on. It provides different settings to adjust some of the core
functionalities of the computer.
BIOS evolution @HP

BIOS v. 3.xx BIOS v. 5.xx BIOS v. 6.xx BIOS v. 7.xx UEFI BIOS v. 8.xx UEFI
BIOS v.3 - WinXP BIOS v.5 Vista BIOS v.6 Win7. UEFI BIOS (Unified UEFI BIOS w/ Secure
units. units. Extensible Firmware boot feature Win8.
Not backwards compatible Interface ) Win7.
Not compatible with Backwards with older versions. Not backwards
Vista & Win7. compatible with WinXP; Not backwards compatible with v6.xx and
in most of cases works Vision Diagnostics compatible with older oder versions.
It used various versions with Win7. embedded. versions.
of flashing utilities Must be used only for
depending on PC Doctor Embedded interface for Uses different access Win8 units, not for those
manufacturing cycle & Diagnostics embedded. DMI information. CPC_DMI key combination from sold with Win7
BIOS manufacturer. tool is no more needed for previous versions.
unit Tattooing.
DT BIOS Flashing
BIOS - The Basic Input Output System (BIOS) is responsible for enabling the hardware
system on the computer is turned on. It provides different settings to adjust some of the core
functionalities of the computer.
BIOS v. 3.xx BIOS v. 5.xx BIOS v. 6.xx BIOS v. 7.xx UEFI BIOS v. 8.xx UEFI
1. Identify the Motherboard
2. Find the correct BIOS and place it to the USB stick
3. BOOT flash USB Stick
4. Flash the BIOS and verify thats flashed in BIOS
DT BIOS sharepoint location 1234

link
DT BIOS Flashing 1. Identifying the MB
DT BIOS sharepoint location BIOS Overview

(link)
DT BIOS Flashing 2. Finding the BIOS

(link)
DT BIOS Flashing 3. Flashing / 4. Verification
All the BIOSes uploaded on Sharepoint are self executable when placed to the root of
bootable USB stick, if is it placed do any folder run autoexec.bat file
DO NOT switch the unit off or unplug the power during the flashing
Verify that BIOS is flashed by entering to the BIOS and comparing the version in BIOS with
file name of BIOS you used for flashing

(link)
Desktop DMI
The Desktop Management Interface (DMI) - Is an OS independent industry framework for managing
and keeping track of hardware and software components in PC systems.
HP specific DMI Content for Desktops - HP production is using DMI aka TATTOO tools for
customization of SW images to control and manage preinstalled software, application, driver settings,
some HW components or features. Mandatory information in every system is:
Product Name / Serial Number / SKU Number / FeatureByte / Build ID
DMI information can be found on labels, inside the BIOS or in Windows environment
Desktop DMI Content
Product name
Serial Number
Product (SKU) Number
Feature Byte
Build ID (BID)
DT DMI Flashing/Editing BIOS v3->v5
Step-by -step
1. Get unit information
2. Get the ptattoo66d from Sharepoint here
3. Unzip package using password from Sharepoint
4. Create bootable CD/USB using the extracted
files
5. Update all DMI according the screen instructions
1234567
Desktop DMI Flashing/Editing BIOS v7,v8,
Flashing: Product Name, Serial Number, Product (SKU) Number,
Build ID (BID)
DMI editor embedded in BIOS
Easy access by Ctrl+F10 (v6)
Easy access by Ctrl+A (v7,8)
Edits all values except Feature byte
Desktop DMI Flashing/Editing BIOS v6
Feature byte - Flashing
Step-by -step
2. Identify the BIOS Version
3. Download the BIOS flashing file from Sharepoint based on
Motherboard name.
4. Modify the Autoexec.bat file and add /n parameter as shown
here:
AFU FILENAME /p /b /c /n
5. Boot from USB stick and wait for BIOS flash
6. Press Ctrl+F10 in BIOS to enable the Feature byte line editor
7. Reboot Press Ctrl+F10 and update the rest of Unit information
Desktop DMI Flashing/Editing BIOS v7,v8,
Feature byte - Flashing
Step-by -step
2. Identify the BIOS Version
3. Download the BIOS flashing file from Sharepoint based on
Motherboard name.
4. Modify the Autoexec.bat file and add /sp parameter as shown
here:
AFU FILENAME /p /b /c /sp
5. Boot from USB stick and wait for BIOS flash
6. Press Ctrl+A in BIOS to enable the Feature byte line editor
7. Reboot Press Ctrl+A and update the rest of Unit information
DT DMI Flashing 1a. Unit Information - Labels
Serial Number
Product (SKU) Number
Model Number/Name
Build ID (BID)
Feature Byte
DMI Overview
DT DMI Flashing 1b. Unit Information - BIOS
Product Name - Serial Number - Model (SKU) Number - Feature Byte - Build ID
DMI Overview
DT DMI Flashing 1c. Unit Information MS
Windows
Model (SKU) Number - Product name- Serial Number - Build ID
Ctrl+Alt+S
Ctrl+Shift+S DMI Overview
DT DMI Flashing 1d. Unit Information SNR PC
Tracker
DMI Overview
DT DMI Flashing - 2. Identifying BIOS
DMI Overview
DT DMI Flashing - 3. Finding the BIOS
DT BIOS sharepoint location DMI Overview

(link)
DT DMI Flashing - 4. Parameter updating
Applicable for units using BIOS v6 and
higher
Parameter update is needed only for FB
editing
Original BIOS flash
Change to edit FB
DMI Overview
DT DMI Flashing - 6. Editing FB
Press CTRL+F 10 (BIOS v6.xx) or Ctrl+A (BIOS v7/8.xx) DMI Overview

60 to editDevelopment
Copyright 2012 Hewlett-Packard FB Company, L.P. The information contained herein is subject to change without notice.
DT DMI Flashing - 7. Editing unit information
Product Number - Serial Number - Model (SKU) Number - Feature Byte - Build ID
Press CTRL+F 10 (BIOS v6.xx) or Ctrl+A (BIOS v7/8.xx) DMI Overview

61 to editDevelopment
Copyright 2012 Hewlett-Packard FB Company, L.P. The information contained herein is subject to change without notice.
DT BIOS/DMI DETAILED
Access to
BIOS BIOS Compatibl
version Advanced e OS DOS flashing string example/notes
BIOS
AWFL855A W7093BH5.312 /py /sn /cc
3.xx F1/F11 Win XP
Forced flash /f
XP, Vista,
5.xx AFU FILENAME /p /b /c
F10/CTRL+F10 Win7
AFU FILENAME /p /b /c standard flash (Example: AFU EU36.05 /p /b /c )
AFU FILENAME /p /b /c /n - use /n switch every time before re-writing Feature byte (DMI)
Exception: Phoenix BIOS on Capirona (Amazon) is the only motherboard affected which does
6.xx F10/CTRL+F10 Vista, Win7 not use AMI BIOS, and has a different command string. Use this string for both scenarios.
(phlash16 filename) /bbl /mode=3 /x /s /force /c /pf="sc"
Flash between v.5 and v.6 AFU FILENAME /p /b /c /n /x

AFUEFI CHI_706.BIN /p /b /n /r standard flash
7.xx Esc - F10/CTRL+A Win7
AFUEFI CHI_706.BIN /p /b /n /sp use for removing the read-only Type 11 strings
BIOS ROM Security and HP BIOS Digital Signature functions for 3C11. Please note that
7.xx (3C11) BIOS with these features implemented CAN NOT be rolled back to older BIOS by normal
Esc - F10/CTRL+A Win7/Win8
v7,v8, process.
Note: Detailed BIOS history with fixes applied, flashing methods and utilities including BIOS recovery function are available in every
SAFUEFI ING_707.ROM /p /b /n / sp use for removing the read-only Type 11 strings
BIOS update zip package in the Release Notes text file.
Important ! BIOS has to be updated to the latest available version on every unit under repair after or during defect validation. DMI Overview
If62BIOS is up2012
Copyright to date alwaysDevelopment
Hewlett-Packard load BIOS defaults
Company, before
L.P. The proceeding.
information BIOS
contained herein updates
is subject are
to change available
without notice. on Sharepoint.
Desktop Recovery 1/2
The main system recovery feature is to recover the Windows OS and all
the pre-loaded software to the original factory condition.
Recovery from Recovery Partition (RP)
The fastest way to recover the system. The System Recovery option
deletes all partitions on the primary HDD (except the RP), and re-
creates the original configuration.
Recovery from Support Sent Recovery Disc (SSRD)

The slowest way to recover the system. The Factory Reset option
deletes all partitions on the primary HDD and then re-creates the WDT
63
download configuration. SSRDs may be used to recover on more than
Desktop Recovery 2/2
Recovery from User Created Recovery Disc (UCRD)
The medium speed way to recover the system. The Factory Reset option
deletes all partitions on the primary HDD and then re-creates the original
configuration. The build image files are copied from the UCRD to the RP and
then a recovery from RP is performed.
Create Recovery Disc (UCRD)

Customers can create one set of recovery media that can be used when other
system recovery methods are unavailable. Media can be blank DVDs or a USB
flash drive. The contents of the Recovery Partition are copied to the recovery
media. If the system does not contain a healthy RP, it is not possible to create
64
UCRD.
UCRD media is locked to the PC model# that was used to create the media.
SysLock Functionality
SysLock is a utility that runs when you boot recovery media. SysLock examines the system
DMI and the software builds on the recovery media to determine if recovery is allowed.
SysLock failure would cause Recovery Manager to show an error message - These system
recovery discs do not support this computer.
SysLock performs a few checks on the system DMI.

Is the PC manufacturer Hewlett-Packard (or Compaq) ?
Is the SW Build ID compatible with the builds on the recovery media ?
What version of the Windows OS is installed. (This is used for UCRD media.)
What is the three letter language code? This is used to determine the Recovery Manager UI
language.
SysLock does not look at all the DMI values. These values are important for software build
configuration but do not affect the system recovery process.
SSRD/UCRD Recovery Procedure
System recovery process is being initiated by hitting

F11 on the POST Some versions of the process
enable selective recovery of drivers or applications,
others not.
Change boot order in BIOS to boot from ODD or

USB first according to recovery media type
Insert SSRD disk No1 and follow the instructions
You may be prompted to insert Supplemental disk at

the end of the process
Desktop Questions
1. Name the Diagnostic tools provided by HP
2. What do you need to do to update FeatureByte in DT BIOS
version 7.x?
3. Are you able to make a full factory restore from a HDD partition?
Notebook Diagnostic
Tools
A good mechanic always keeps his

tools close by
B. Rodriguez
HP NB Diagnostic tools
1 POST state /pre-boot 2 BIOS embedded 3 Windows based
POST blinking codes In the BIOS you have options to test HP Support Assistant: system
UEFI Diagnostics: tests for the RAM memory and the HDD. information, battery test..etc.
HDD(short and extended), RAM-
memory, Battery and system
tune-up tests.
POST
- The Power On Self-Test (POST) is the prime troubleshooting tool used to
diagnose and isolate system problems on the HP PCs. It starts when the unit
powers on.
- Reports errors by showing Error message or blinking [LED] codes
LED Component Error Condition
Blinking battery power LED Battery Insufficient charge on the
battery
Blink: 1 - Caps Lock/Num Lock CPU CPU not functional
Blink: 2 - Caps Lock/Num Lock BIOS BIOS corruption failure
Blink: 3 - Caps Lock/Num Lock Memory Module error not functional
Blink: 4 - Caps Lock/Num Lock Graphics Graphics controller not

functional
Blink: 5 - Caps Lock/Num Lock System board General system board failure
Blink: 6 - Caps Lock/Num Lock

UEFI Diagnostics
- Press F2 at POST to launch the UEFI.
- Many options to test the most important components.
Diagnostic from BIOS
Tests available from NB BIOS:
test the HDD/s
test the RAM/memory
HP Support Assistant
HPSA allows customers to run
diagnostics on:
Battery health
Storage devices, including
hard drives and optical drives
Graphics, video, and display
Network and Internet
connectivity
Audio and Sound
Performance and software
Around the computer(or
peripheral devices)
Each button contains
troubleshooting information and
resources. These seven buttons
also contain diagnostic tests. These
tests are the focus of this training.
HP NB Utilities &
Recovery Process
It is better to start anew than trying to fix

when you dont know what went wrong
Brian Griffin
BIOS
BIOS for notebooks are stored in Sharepoint and are sorted based on the units platform name.
Use the HP Drive Key Boot utility located in Sharepoint

to prepare the USB stick before flashing.
Always flash the latest BIOS revision during each
repair as a mandatory rule.
Always load BIOS default settings before repair.
Locked BIOS can be unlocked using the BIOS
unlock tool available in SharePoint.
EEPROM Utility/Tattoo
Utility for managing the DMI information.
A new version is released every cycle to
cover new platforms.
Stored on our Sharepoint.
Must be executed from Command Prompt:
DriveKey Boot Utility available on Sharepoint.
Every time the MB is exchanged, the
DMI information must be updated/corrected.
EEPROM Utility
- EEPROM/Tattoo utility is used in service to program product DMI information and
set configuration options on the replacement motherboard or current system.
- It is crucial for system functionality that these options are configured correctly
and match the factory settings of customers original unit.
- If the configuration is incorrect the system may not successfully be able to reload
an image and/or the customer may not have the same
functions/features/applications as the original configuration. This will affect future
support from and future updates.
- Recovery will not work properly either from RCDs or from customer created
recovery if the DMI information is not correct.
EEPROM Utility, a visual overview
EVERYTIME WHEN A MOTHERBOARD IS REPLACED
=> WRITE EEPROM CONTENT
EEPROM Content
Serial Number
- Serial number must be programmed into new
motherboard whenever a motherboard replacement
occurs.
- Serial number to use can be found on the Service Tag
on bottom of customer unit or by reading DMI
information on original board
Service Tag
Notebook Model
- Model information must follow below format:
Brand Name + space + Series Number + space +
Notebook PC
79
- Examples Brand Name: HP Pavilion dv5 Notebook
EEPROM Content
GUID NUMBER
- GUID = 1394 MAC address
- If the motherboard does not have a 1394 port then this option is not
going to show in the list of menu options
- This field is programmed from the factory on motherboards used in
service and should not need to be altered.
- If the motherboard does have 1394, but GUID is missing then program
this field with the information from the 1394 sticker on motherboard
UUID NUMBER
- The UUID is a globally unique identifier which is programmed in factory
using special tool.
- This field should be programmed from the factory on motherboards
used in service but if the field is blank then a new UUID can be
80 generated
Copyright usingDevelopment
2012 Hewlett-Packard this option.
Company, L.P. The information contained herein is subject to change without notice.
EEPROM Content
SKU NUMBER
- SKU information must be programmed exactly as on original board otherwise the recovery media the
customer created will not work. The localization code must match the recovery kit specification.
- Notebook SKU information to use can be found on the Service Tag on bottom of customer unit (p/n) or by
reading EEPROM information on original board.
CTO LOCALIZATION CODE

- It is only used to add the localization code on CTO systems.
- CTO (Customer to order) is not used in EMEA.
MAC ADDRESS
- Option to set the MAC address of the LAN card embedded on the motherboard.
- The MAC address must be unique for each motherboard. It is normally configured at factory and should
not need to be altered.
81 - IfCopyright
the MAC is missing,
2012 Hewlett-Packard a sticker
Development on
Company, L.P. Thethe motherboard
information should
contained herein is subject to changeprovide
without notice.the MAC address of the board.
EEPROM Content
PCID NUMBER
- Product Configuration ID (PCID) was designed to ease the process of correctly
configuring replacement motherboard with the factory configuration from original board
- PCID is available in the BIOS, in New Traceability database and on the new PCID label
on the system (located in the battery bay)
PLATFORM REVISION
- The Platform Revision is a new option used to distinguish platforms released in different
cycles that may have different motherboard configurations.
- The Platform Revision is part of the PCID (the 5th & 6th digit in the PCID)
DMI Tips & Tricks
- If DMI is not writeable:

Try using previous versions of Tattoo tool
Try using different USB stick, or use USB FDD, or different OS boot files but it
must be FAT32.
- If Tattoo is not launching try to run individual .exe files.(view in notepad the batch
file for ODM .exe file identification)
- Find another same unit/platform and save the EEPROM content to file and load it
to the defective unit.
Notebook Recovery 1/2
The main system recovery feature is to recover the OS and all the pre-loaded
software to the original factory condition.
Recovery from Recovery Partition (RP)
The fastest way to recover the system. The System Recovery option deletes all
partitions on the primary HDD (except the RP), and re-creates the original
configuration. Push F11 at boot/POST.
Recovery from Support Sent Recovery Disc (SSRD)

The slowest way to recover the system but the most comprehensive. The
Factory Reset option deletes all partitions on the primary HDD and then re-
creates the entire configuration. SSRDs may be used to recover on more than
one PC model#. Push F9 at boot/POST and boot from media/ODD.
Notebook Recovery 2/2
Recovery from User Created Recovery Disc (UCRD)
Customers can create one set of recovery media that can be used when other
system recovery methods are unavailable. Media can be blank DVDs or a USB
flash drive. The contents of the Recovery Partition are copied to the recovery
media. If the system does not contain a healthy RP, it is not possible to create
UCRD.
UCRD media is locked to the PC model# that was used to create the media.
The medium speed way to recover the system. The Factory Reset option
deletes all partitions on the primary HDD and then re-creates the original
configuration. The build image files are copied from the UCRD to the RP and
then a recovery from RP is performed.
SSRD/UCRD Recovery Procedure
System recovery from the RP is being initiated by

hitting F11 on the POST. Some versions of the
process enable selective recovery of drivers or
applications, others not.
Change boot order (F9) at POST to boot from ODD or

USB first according to recovery media type for
SSRD.
Insert SSRD disk No1 and follow the instructions.

Then the disk No2 and so on.
You will be prompted to insert Supplemental disk at

the end of the process.
Recovery Tips & Tricks
- Check if the information in DMI/Tattoo is corresponding to the system label, BIOS and PC
Tracker.
- Use appropriate recovery kit from Wizpart and the NB RDVD Sign Off Sheet.
- Always use the latest Supplemental DVD from the NB RDVD Sign Off Sheet.
- Use latest BIOS and load BIOS defaults.
- Always wait for the recovery process to finish. Sometimes the recovery can take 8 hours;
unless you get an error message, let it finish.
- As a reference test please make recovery with the EURO kit.

QUESTIONS
1. What you need to do every time for every repair, no matter what is the issue?
2. When exchanging MB, what information needs to be updated?
3. When unit is powered on, what is the first diagnostic tool that you can use?
4. Name 2 places where you need to check for the right RDVD kit?
Failure Analysis &
Troubleshooting
All problems have a solution, you just need
to look harder.
Leonard McCoy
What we would do if we were you!
Always recreate customers issue
Debug Contact the customer for more information about the issue
Check the error blinking codes
Test with minimum configuration: MB(CPU+RAM)+Video+HDD
Test with parts from another same unit(or golden parts), only one part at a
time, until you identify the faulty part.
Reseat all parts and check cables and connectors
Upgrade and downgrade drivers and note the differences
Check HP resources for knows issues: in Support SharePoint escalations
and SECRs.
Test with external monitor when having video issues
If you cannot find the root cause please escalate in our SP Escalation tool
Use diagnostic tools to find the exact root cause
Try to recreate again the customers issue and the root cause
Repair Check HP resources for knows issues: in Support SharePoint escalations
and SECRs.
Always load the latest BIOS
For SW issues make full Recovery and load the latest drivers from
hp.com
Fix any other technical issue you see
Verify what was done at Debug+Repair and confirm the fix
Final test Do a full system functional test
Goodbye

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HP EMEA PPS PC Repair

In Scope Not in Scope

In Scope Not in Scope

In Scope Not in Scope

1. Missing Parts for Ordering 2. Part Non Orderability

3. EMEA Equivalent Part 4. EOSL/SECR Part change

5. Part wrong Part Order / 6. Customer Clarification

7. CSR Cases 8. Request for more information

For escalation, Please contact vinit-kumar.nahar@hpe.com or sujay.v@hpe.com

3. EMEA Equivalent Part 4. EOSL/SECR Part change

5. Part wrong Part Order / 6. Customer Clarification

7. CSR Cases 8. Request for more information

2 1. Enter the term that you are

It is mandatory to provide diagnostic/troubleshooting information everytime it applies. Please

You MUST reply / comment to every action we ask you to complete.

Change is the key for improvement

Allows for data to be collected and analyzed to monitor process

Primary Metric: % of implemented SECRs

Product related SECR is applicable only for IW repairs, unless OOW

Any Recovery Software Changes (replacing/rolling the

Used for capturing parts from the Repair partner`s

Used for changes to processes (e.g. repair process,

Anything else not covered by the above categories

All information from SECR are transferred to there to allow finding

SECR-DTB can be downloaded and used offline, we recommend

A good mechanic always keeps his

HP Support Assistant Home Page link

Behind every clock there are some gears

that make it work.

BIOS Flash: Proactive ,during every repair

BIOS evolution @HP

DT BIOS sharepoint location 1234

DT BIOS sharepoint location BIOS Overview

DT BIOS sharepoint location BIOS Overview

DT BIOS sharepoint location BIOS Overview

Easy access by Ctrl+F10 (v6)

Easy access by Ctrl+A (v7,8)

Edits all values except Feature byte

DT BIOS sharepoint location DMI Overview

Press CTRL+F 10 (BIOS v6.xx) or Ctrl+A (BIOS v7/8.xx) DMI Overview

Press CTRL+F 10 (BIOS v6.xx) or Ctrl+A (BIOS v7/8.xx) DMI Overview

Flash between v.5 and v.6 AFU FILENAME /p /b /c /n /x

Recovery from Support Sent Recovery Disc (SSRD)

Create Recovery Disc (UCRD)

SysLock performs a few checks on the system DMI.

System recovery process is being initiated by hitting

Change boot order in BIOS to boot from ODD or

Insert SSRD disk No1 and follow the instructions

You may be prompted to insert Supplemental disk at

1. Name the Diagnostic tools provided by HP

2. What do you need to do to update FeatureByte in DT BIOS

A good mechanic always keeps his

Blink: 2 - Caps Lock/Num Lock BIOS BIOS corruption failure

Blink: 3 - Caps Lock/Num Lock Memory Module error not functional

Blink: 4 - Caps Lock/Num Lock Graphics Graphics controller not

Blink: 6 - Caps Lock/Num Lock

It is better to start anew than trying to fix

Use the HP Drive Key Boot utility located in Sharepoint

CTO LOCALIZATION CODE

- If DMI is not writeable:

Recovery from Support Sent Recovery Disc (SSRD)

System recovery from the RP is being initiated by

Change boot order (F9) at POST to boot from ODD or

Insert SSRD disk No1 and follow the instructions.