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The Device Will Not Power On
The device will not turn on.
The Battery is Below 10% Charge
When the charge drops below 10%, the device automatically shuts off and will not turn on to prevent battery damage. To fix this issue, charge the device with the included charging cable until it powers on.
The Battery is Damaged
The battery may become damaged through accident or general wear and tear. If the battery is damaged, it must be replaced. To replace the battery, follow our battery repair guide.
The Device is Overheating
When in use, the device becomes unusually hot or noisy.
The Battery is Faulty
The battery can become damaged through accident or normal use, which can cause the device to overheat and slow down. To fix this issue, follow this battery replacement guide.
The Device's Insides are Dirty
Under normal wear and tear, the device's internals can become dusty or dirty. This will cause the device to become very hot, as the fan is no longer fully dissipating heat. To clean the device, follow this guide to open the device, then carefully clean it with a dry cloth and vacuum.
The Screen is Distorted
The screen is partially black or displays blurry images.
Incompatible Screen Resolution
If the display isn’t set to the optimal resolution, the screen can appear distorted. To fix this go into Settings > System > Display and change the resolution to the default of 2736x1824 pixels.
If the display has visible external damage, you need to replace the screen. To do this, follow our screen replacement guide.
The Screen is Unresponsive or Will Not Display Anything
The screen displays nothing while the device is on, or the touch screen is unresponsive.
If the screen displays images but responds inaccurately or not at all, first perform a hard reset. Take out the device's battery, disconnect the power adapter, then press the power button for about 30 seconds. To remove the battery, follow our battery repair guide, but put the same battery back into the device after the reset.
If the touchscreen is dirty it may impact the accuracy and speed of response. Wipe down the screen with a microfiber cloth.
A malfunctioning touchscreen can be due to faulty or outdated drivers. To update the drivers, click the Start button, open Device Manager and under the "Human Interface Devices" tab there should be a device ending in "touch screen". Right click on that device and select Uninstall device, then restart your computer. Windows will automatically reinstall and update your touch screen driver.
If the device is running but will not display anything, or if the screen display is clearly physically damaged, follow our screen replacement guide.
The Device Won’t Connect to the Internet
The device is unable to connect to the internet.
Problem With the Modem or Router
The most common issue is with the modem or router. Issues with internet connectivity can often be resolved by restarting the modem or router. Unplug the modem or router, wait about thirty seconds, then plug it back in.
Outdated or Faulty Network Drivers
Outdated network drivers can cause issues with internet connectivity. To update the driver, click the Start button, open Device Manager and locate your wifi card (its name should end with "Network Adapter”). Right click on the adapter and click Uninstall device, then restart your computer. Windows should automatically reinstall and update your wifi driver.
Firewall or Antivirus Blocking Connection
Windows firewall and third-party antivirus applications can interfere with wireless connections. To make sure this isn’t the problem, disable your firewall. Click the Start button, open Windows Defender Security Center > Firewall & network protection, choose a network profile, and then under Windows Firewall, turn the firewall off.
Disconnected or Damaged Wifi Card
If all of the above has failed, the problem lies within the device. The wifi card can become damaged or disconnected through accident or manufacturing flaws. To replace the wifi card, follow our wifi card replacement guide.
The Keyboard or Trackpad is Malfunctioning
The device won’t respond to the trackpad or keyboard.
Outdated Windows Version
An outdated version of Windows can cause the keyboard to malfunction. To ensure your Windows version is up-to-date, click the Start button, and then go to Settings > Update & security > Windows Update, and select Check for updates. If your device is not running Windows 10, we recommend upgrading to Windows 10, as the HP Elite X2 1012 G2 is designed for use with the latest Windows version.
Ensure the drivers for the keyboard are up to date. To find the latest drivers, go here on the HP website.
If individual keys are not working, they will need to be replaced. A replacement guide can be found here.
Poor Connection between Keyboard and Device
The connection between the device and the keyboard can become damaged, preventing the keyboard from working properly. To fix this issue, perform a system drain by doing the following:
- Remove the keyboard
- Turn off the computer
- Hold down the power button for 30 seconds
- Reattach the keyboard
- Power on the computer
The Device Turns on but Crashes Immediately
The device loads the startup screen, only to crash or shut off before reaching the login page.
The Device’s Storage Has Been Used Up
The lack of available space in the device’s storage may cause the the device to malfunction on startup . Restart the device to free up storage and ensure that multiple apps aren't open. In order to free up storage, you should start by taking the following steps:
- Clear the recycling bin on your device
- Remove any unwanted programs or apps
- Delete temporary files on the device
If the device’s storage continues to cause problems or slow down the device, consider transferring large files to an external device, such as a hard drive.
The SSD is Damaged or Not Properly Connected
If the SSD is damaged or poorly connected to the motherboard, you may receive one or more of the following errors:
- “Boot device not found”
- “Please install an Operating System”
- “Hard Disk - f30”
Restart the device to see if it accepts the SSD. If it does not, you need to replace the SSD as described in our SSD replacement guide.
The Front-Facing Camera is Malfunctioning
The front-facing webcam camera is blurry, distorted or not functioning at all.
Make the application you are using with the camera is compatible. Ensure the application is up-to-date and compatible with the device.
Ensure the drivers for the camera are up to date. Click the Start button and select Device Manager from the menu. The camera drivers should be under a tab labeled Cameras. Right-click on the front-facing camera, choose Update Driver, and select yes when Windows prompts you to restart your device.
If the camera is still not working, then the camera is broken. To replace the camera follow our camera replacement guide.