HP Pavilion 15-AB153NR Troubleshooting

Nothing happens when you press the power button

• Verify wall outlet is functioning properly.

• Confirm AC power adapter is a genuine HP part.
• Determine wattage by looking near the bottom of the adapter.
• Check the AC power adapter for damage, including wires and pins.

Damaged components, like the AC adapter or the pin in the power connector, might require an HP-certified repair.

• Remove the power cord from the AC power adapter for approximately 5-10 seconds.

* Reconnect the power cord to the AC power adapter, making sure the AC cable is fitted tightly into the AC power adapter inlet.

• Verify all cords and connectors are secure between the power cord, AC power adapter, and computer.
• Try to start the computer.

• Remove the notebook battery.
• Connect the AC power adapter.
• Turn on the computer .

You can also try these steps with an alternate AC power adapter that has the correct wattage and connector.

• LEDs do not glow and the fan or hard drive does not spin
  • AC adapter might need to be replaced
• LEDs glow and computer starts
  • Battery might need to be replaced

Steps listed in Battery Replacement Guide.

If the AC adapter and battery tests both result in the LEDs not glowing and the fan and hard drive not spinning, there might be an issue with the system board, which could require service from HP.

• Hold the power button for at least five seconds to turn off the computer.
• Turn on the computer and immediately press Esc repeatedly, about once every second, until the Startup Menu displays, and then press the F2 key.
• Run System Tests and Component Tests

• Turn off the computer and disconnect the power cord.
• Remove the cover to access the memory.
  • Procedure to remove cover listed under Case Cover Replacement Guide.
• Reinsert all memory modules.
• Replace the service cover, battery, and power cord.
• Turn on the computer.

Hard Reset (removable battery)

• Turn off the computer.
• Remove the computer from any port replicator or docking station.
• Disconnect all external connected peripheral devices, such as USB storage devices, external displays, and printers.
• Unplug the AC adapter from the computer.
• Remove the battery from the battery compartment using Battery Replacement Guide.
• Press and hold the Power button for about 15 seconds to drain residual electrical charge from the capacitors that protect the memory.
• Insert the battery and plug the AC adapter back into the notebook, but do not connect any of the peripheral devices.
• Press the Power button to turn on the computer.
• On the Options screen, select “Continue” and continue to Windows 10.
• If a startup menu opens, use the arrow keys to select “Start Windows Normally”, then press the “Enter” key.
• Reconnect each of the peripheral devices.

Hard Reset (sealed/non-removable battery)

Follow the same steps as above, except removing the battery.

If this doesn’t work, system restore the device back to original factory state.

System restore

• Follow steps listed in the mentioned guide: Microsoft System Restore.

Windows restarts without warning.

Disable the automatic restart option to view error messages

• In Windows, search and open “View advanced system settings”
• Open “Startup and Recovery” section, click “Settings”
• Remove the check mark next to “Automatically restart” under system failure heading, and then click “OK”.
• Restart the computer to display blue screen with useful information to use in order to resolve errors.

Check for failed hardware

• In Windows, search and open “HP PC Hardware Diagnostics” app which can be downloaded from HP PC Hardware Diagnostics.
• On the main menu, click “System Tests” and then click “System Fast Test” tab, click “Run once”.
  • If a component fails a test, write down failure ID (24-digit code) for when you contact HP Customer Support.

If no system component fails, continue to run System Extensive test by clicking the tab “System Extensive Test” in the same manner as the previous test.

Testing using HP Support Assistant

• Can be downloaded from HP Support Assistant.
• In windows, search and open “HP Support Assistant”, select “My devices” tab, then select your PC from list.
• Click “troubleshooting and fixes” tab and select what you want to do from one click fixes to guided troubleshooting to diagnostics.
• Proceed to the section for the problem and follow on-screen instructions.

Update the BIOS: Using HP Support Assistant:

• In Windows, search and open “HP Support Assistant”, under the My PC box, click “Updates” button. Click “check for updates and messages”.
• If a BIOS update is available, click “Install now” icon to update.

If restart issue is recent, restore the computer to a point before the problem began.

• Perform Windows Restore: follow the steps described in Microsoft System Restore Guide.

If the issue persists recover the computer back to its original configuration.

Recover the computer: some resources that could be helpful.

Resetting your Computer ; HP System Recovery

• Uninstall the latest Windows Update
• Prevent Windows updates from reinstalling the update in Windows 8.
• Search and open “Windows Update”, click “change settings”.
• In the important updates box, select “check for updates, but let me decide whether to download or install them”
• Click check box next to “Give me recommended updates the same way i receive important updates”, click “OK”.
• Click on links under “you’re set to automatically install updates”. On the select updates you want to install window, if the update you uninstalled displays, right-click the update and select “Hide update”

No sound coming from the computer

External speakers could be faulty. Try using another set of speakers or a pair or headphones and see if the problem still occurs.

• Making sure the audio device is enabled, update the audio driver by using the device manager. First, search for ‘Device Manager’ in window, then double-click ‘sound, video and game controllers’.
• A down arrow listed on a sound device indicates the device is disabled. Right-click the sound device and name, selecting ‘enable’.
• Right-click the sound device and select ‘update driver’. Then click ‘search automatically for updated driver software’.
• If a window pops up and asks to restart computer, do so. If there is still no audio, right-click your sound device and select ‘uninstall’ and restart the computer to reinstall the driver.

• Power resets can restore the function of computers by clearing information from the computer memory (without erasing personal data). Disconnect any attached devices from the laptop.
• Turn off the computer. Turn the computer over and find the battery compartment door.
• Remove the screws and remove the battery. Press and hold the power button for 15 seconds.
• Reinsert the battery and close the door, re-screwing the door shut. Turn on the computer.
• Click ‘start windows normally’ and press enter.

If sound has been muted on the device, no sound will come out. Press and hold the ‘fn’ button and press ‘f6’. This should unmute the audio.

Slow Internet Speeds

When using a web browser, it runs slowly, or not at all.

Surfing the web makes your laptop susceptible to pop-up ads. When a pop-up comes up, always click to ‘X’. If there is no ‘X’, press ‘Alt’ and ‘F4’.

• To block, if your browser is Microsoft Edge: Click the more actions icon in the upper right hand corner and click ‘settings. Click ‘view advanced settings’, then turn ‘block pop-ups’ to ‘on’.
• If your browser is internet explorer: click ‘tools’ then ‘internet options’. On the privacy tab, check  the ‘turn on pop-up blocker’ and click ‘ok’.

A buildup of your history can make your internet very slow.

• Edge: Click more actions in the upper left corner and click ‘settings’, then ‘clear browsing data’.
  • Click ‘choose what to clear, then check ‘browsing history’, ‘cookies and saved website data’, ‘cached data and files’, then click ‘clear’.
• Internet Explorer: search ‘add-ons’ and open ‘manage browser add-ons’.
  • Click ‘manage add-ons’.
  • Select ‘toolbars and extensions’ on the left-hand side, and click ‘all add-ons’.
  • Then click ‘disable’ in the bottom right corner.
  • Repeat for every add-on enabled. Search and open ‘internet options’ and click ‘general’, then ‘browsing history’ and lastly ‘delete’.
  • Select ‘preserve favorites website data’, ‘temporary internet files and website files’ and ‘history’.
  • Click ‘delete’.

You may not be connected to the internet, which would result in a failure to open web pages. Open settings and find ‘WiFi’, and click on it. If you are connected, under the name of the router will be ‘connected’ and ‘secured’. If this is not present, click on the router you wish to connect to and click ‘connect’. Follow the steps such as entering a password if need be.

If none of the above help, you may need to replace the WiFi Card.

Windows stops responding to mouse and keyboard input.

HP releases updates to the BIOS that resolve known issues that cause Lockups/Freezes.

To update the BIOS:

• Disable the BitLocker Drive Encryption, by searching for ‘bitlocker’ in the windows search bar.
• Click on the Manage BitLocker Icon, and then Click on ‘Suspend Protection’, and then the ‘Yes’ option.

Next it is necessary to get the computer Product Number, ROM Family SSID, and current BIOS Version.

• This is done by pressing the ‘CTRL’ and ‘ALT’ Keys, and then pressing the ‘S’ Key.
• The System Information Window will now appear with the Product Number, Motherboard ID, and BIOS Version.

Using this information, it is now possible to Download and Install the correct BIOS.

• Go to the ‘HP Software & Driver Downloads’ website.
• Find the BIOS Version needed for the computer and see if an updated version is available.  If there is one, ‘Download’ it and ‘Run’ the file.

Before starting the installation,

• Close all other programs and disable the Antivirus by searching for ‘Security’ and opening the ‘Security and Maintenance’ settings, then click on ‘Security’.

Once the installation is complete,

• Re-enable the Bitlocker and Antivirus Software.

The RAM could be bad and need replacement, or depending on increased demand on the computer, additional RAM is needed.  One of the most important parts for a computer to function properly is to have correctly functioning RAM. As this RAM is constantly being Read and Written, it is possible to develop bad sectors of memory.  This can lead to the computer freezing or locking up.

To test the RAM,

• Open the ‘HP PC Hardware Diagnostics’ Program.
• Then click on ‘Components Test’, and ‘Memory’.
• Three types of tests can be selected, either a ‘Fast Test’, ‘Quick Test’ or ‘Extensive Test’, and started by clicking ‘Run Once’.
• If any errors are generated during the test the ‘Failure ID’ will be given that can be identified on the internet or by HP Customer Support.

If it is determined that the computer is not registering the correct amount of RAM in the System Information Window,

• Which is opened by pressing the ‘CTRL’ and ‘ALT’ Keys, and then pressing the ‘S’ Key.

It will be necessary to either re-seat or Replace the RAM.  As well as if it is determined that the computer will benefit from installing increased RAM modules.  Refer to the RAM Replacement Guide.

.

The Webcam is not recognized by Windows or is not functioning when used by Programs.

The Webcam is recognized, and its active light is ‘ON’ but no video is displayed, the Device may need Updated Drivers.  If the webcam is not acting properly after a major Windows Update, all that might be needed is to update the Webcams Drivers.

One way to get updated drivers,

• Go to the ‘HP Software & Driver Downloads’ Page and select the computer model to ‘Download’ the latest drivers for this Webcam.

Another way is to use ‘Windows Update’,

• Use the Windows Search Bar and search for ‘windows update’ then select the ‘Windows Update’ Icon.
• Once the Windows Update Window opens, select ‘Update’.
• Follow the on-screen instructions to ‘Download’ and ‘Install’ the most recent update.

The Webcam is not recognized, and its active light is ‘OFF’ when it is being used various programs.  If Webcam is not showing up in the Windows Device Manager, there could be a connection issue with the Webcam or it is Faulty.

To determine this,

• Open the ‘HP PC Hardware Diagnostics’ Program.
• Then Click on ‘Components Test’, and ‘Webcam Connection’, then ‘Run Once’.   This test will determine if the Webcam is properly recognized by the Windows Software.
• If any errors are generated during the test the ‘Failure ID’ will be given that can be identified on the internet or by HP Customer Support.

If it is determined that the Webcam is faulty, it will be necessary to replace it or to re-seat its hardware connections.  Refer to the HP’s documentation on Webcam Replacement.

The battery does not power the device or the device does not hold a charge.

• Verify that it is the correct cable for the computer. If not, a new one can be purchased from the HP store website.
• If the cable is the correct one, the cable should be plugged into a wall outlet (not a power strip or surge protector).
• Unplug the cable from the laptop, and remove the battery from the laptop. Plug the power cable back into the laptop. If the laptop turns on, the problem is with the battery.
• Make sure that the AC adapter brick component of the cable is not lose and connections are secure. If they are, the cable may need to be replaced. Make sure that the power button is illuminated when the device is on. If the power button is still off, try plugging the cable into a different outlet.
• Feel along the length of the cable for any kinks, warps, or discoloration. If any of these are present, the cable may need to be replaced.

• If the computer starts but you would like to test the AC adaptor’s functionality, first make sure the power cord is plugged into the computer and into a wall outlet.
• Press and hold the power button until the computer is completely off, then turn back on the computer.
• Press the F2 key repeatedly at a rate of 1 time per second until the UEIF Hardware Diagnostics page appears.
• Select “Component Tests.” Next, select “Power,” then “AC adaptor.” Select “Run Test,” and after a few minutes the test results will be displayed on the screen.
  • If the screen reads “Passed,” then there is no issue with the AC adaptor. The issue could be with the power supply or the battery.
  • If the test reads “Failed” and the computer is under warranty, the fail code displayed will be important in ordering a replacement. If the computer is no longer under warranty, a replacement part can be purchased.

• If you have made sure the both the power supply and AC adaptor are properly working, there may be an issue with the battery. Refer to the Battery Replacement Guide.
  • Remove the battery and check for any visual damage.
  • Remove all USB devices from the computer.
  • Unplug the AC power cable and place the battery back into the computer.
  • Plug the AC adapter into a wall outlet and let the battery charge for 15-30 mins.
  • Unplug the power cord from the device and press the power button.
    • If the computer powers on, there may be an issue with the battery holding a charge.
    • If the computer does not power on and you have second battery, replace the original battery and repeat these steps.
    • If the computer powers on and the battery charges, a replacement battery can be purchased. If the problem remains, there may be an issue with the system board.

• Heat buildup inside the laptop, often caused by dust, can cause extensive damage to other components. Some signs of cooling issues include games and windows not responding during use, fans inside the device sounding louder, windows not launching, keyboard and mouse issues, and the laptop restarts randomly.

• Make sure the laptop is powered off and the charger is unplugged.
  • Use a can of compressed air to remove dust buildup from the fans without opening the laptop.
  • Make sure all vents are cleared, including the ones on the sides and back.
  • If the problem persists, follow to the next step.

• An easy fix to overheating problems is a lack of ventilation space.
  • The laptop should be used upright on a solid surface with about 6 inches of space around each vent. This is especially important if the laptop is being used in a high altitude.
    • If the room you are in is hot, just moving to a cooler room could solve the problem.

• CoolSense is an HP program that can monitor the temperature of your laptop.
  • If it is not already downloaded on your device, you can download it from the HP website.
    • CoolSense can help manage the temperature of the laptop and solve any cooling issues.
    • If CoolSense is not working or you cannot download it, continue to the next step.

• It is important to keep the  BIOS software up to date to prevent running issues, including cooling issues.
  • If BIOS is up to date or you cannot update it, continue to the next step.

• If cooling issues are still present, a hardware component may be damaged.
  • Use the diagnostic software on the device to test for any hardware damage.