HP 15-bs168cl Troubleshooting

Screen or touchpad doesn’t respond to user input.

Restarting the device may resolve the issue. Simply turn the device off and on and check to see if anything has changed.

The drivers for the screen or touchpad may not be communicating correctly with the device. To install updates, go to the “Device Manager” and check that the “Synaptics TouchPad Drivers” are all enabled and updated. It is also possible to manually download the latest drivers at HP’s site.

This device has a feature where double tapping on the upper-left hand corner of the touchpad disables it. Ensure this setting wasn’t accidentally activated by double tapping and testing the touchpad.

The screen may have hardware issues and will need to be replaced. First check for any obvious physical damage to verify this could be the cause. If there are defects, a new screen could resolve the issue.

Applications are running slowly and seem to lag.

Having multiple programs or tabs open can use up RAM on the device. RAM is used to access programs quickly, so once it starts reaching its limit, the device won’t run as quickly. Use “Task Manager” to see if applications are slowing things down. “Task Manager” can be accessed by pressing Ctrl + Shift + Esc. Close any unnecessary programs.

A virus may be affecting the system and causing disruptions. Use an antivirus program to scan for malware and resolve any issues.

Using outdated software may lead to slower speeds. Security and performance updates are important in ensuring the device runs efficiently. Check for updates by going to the “Start Menu” and click on Settings > Update & Security Settings > Windows Update. Click Check for Updates. Individual applications should be updated as well.

This device uses an integrated graphics card, which isn’t as effective at running certain tasks. Intensive programs like editing software may heavily impact the performance experienced. Check the system requirements of applications being using them to ensure they are compatible with the device.

Battery remains low despite staying connected to the charger.

To make sure it’s not a broken outlet, try plugging your charger into an outlet in a different room. If your computer starts charging, then you know that the first outlet you used isn’t working properly.

If you plug your charger in and see a notification that says, “Slow charger, charging slowly” then your charger may be the issue. Inspect your power cord and charger for damage. If you can see any exposed wire or it looks physically damaged then you may need to replace the charger. You can plug it into a computer with a compatible charging port to verify that the charger is in working condition.

Over time, batteries can degrade and lose their ability to hold a charge, so it’s important to check up on their health every once in a while. Remove the battery and connect the charger to see if your computer turns on. If it turns on, then your issue is battery related. If this is the case, run the battery troubleshooting setting in windows to determine if it is a driver related issue that can be fixed through software. You can also follow HP’s own visual step by step diagnostics instructions to determine your battery’s condition. If the issue still persists, you can replace the battery by following our guide.

Output over speaker or headphone is distorted.

During the startup the computer may have failed to properly load the audio drivers. Perform a reset by  powering off the laptop. Disconnect the AC adapter if it is plugged into the computer. Remove the battery. Press and hold the power button for 15 seconds. Reconnect the battery and plug in the AC adapter. Power on the laptop.

Audio drivers may sometimes become corrupted in the event of an improper shut off or power surge. To correct this the drivers should be uninstalled and reinstalled. From the “Start Menu” search for “Device Manager”.  Search for “Sound, Video and Game Controllers” and expand by clicking on the small triangle. Right click the audio drivers and select Uninstall. Close the “Device Manager” and download and install the drivers from this link. Restart the laptop after installation.

An out of date BIOS may also cause issues for computer components. To update the BIOS use this link and follow the instructions.

If all else fails then the issue may be a hardware malfunction. To test this shutdown the laptop. Turn on the laptop and immediately press the Esc key repeatedly. When a menu appears press the F2 key. Select the Component Tests > Audio. Initiate the audio test. This will check the system to ensure the audio device is functioning properly. During the test a few music notes are played in sequence and repeated. If the tests fails or hissing noise/distortion occurs then the test confirms a hardware issue in which case the audio device will have to be replaced.

Computer displays blue screen with error message.

Error Message: IRQL_NOT_LESS_OR_EQUAL or similar

When associated with this error message, the blue screen may be caused by compatibility issues between hardware. If you have recently installed a new hardware device try disconnecting it. If this does not resolve the problem, disconnect all non-essential devices including external hard drives and printers in order to isolate the device that is causing the issue.

Error Message: NTFS_FILE_SYSTEM

If this error message is shown then it refers to a potential malfunction of the computer’s internal storage, either a hard disk drive (HDD) or solid state drive (SSD). You may try scanning the disk by going to the start menu and searching “Command Prompt.” Right click on the application shown and select the Run as Administrator option. Next, type the following command:

chkdsk /f

This will check the main drive for any errors and will attempt to repair them. The results will be displayed on-screen. If an error is indicated you may also try to run the command:

chkdsk /r

This will check the entire surface for bad sectors and attempt to repair anything it finds.

If your computer does not start and you are unable to run the disk scan you will need to boot from a Windows installation USB or DVD in order to access the ”Command Prompt”. Failure to boot may be caused by malicious software infections.

If after running these tasks you still receive an error message, then the storage drive may be at the end of its life and require replacement.

Error Message: BAD_POOL_HEADER

A memory error is usually reported with the message. If any change to the system has been made recently, revert to previous settings or default system settings. You may do this by going to the “Start Menu” and searching for “Control Panel”. Once you have accessed the “Control Panel” in the search box type “Recovery”. Select Recovery > Open System Restore. Select Next in the “Restore System Files and Settings” box. Choose the restore point that you want to use and select Scan for affected programs. If you’re OK with the deletions select Close > Next > Finish.

If System Restore does not work then the issue may be attributed to faulty hardware. Disconnect any non-essential device to isolate the offending device. If this does not resolve the issue then a corrupted RAM stick may be the underlying cause and will need to be replaced.

A far less common issue among normal users, the blue screen may be caused due to an overheating component within the computer. There are a host of free monitoring applications available online that can be used to determine your computer’s operating temperatures and ensure that they are within a safe range. If the temperatures are above normal, you will have to open the computer case to clean the computer, getting rid of any accumulated dust with a can of computer safe compressed air. While the case is open you may also check to see that the fans are connected properly and that the heat sink is placed securely on the computer’s CPU. If you are comfortable you may also have to check and reapply thermal paste onto the CPU.

If you have adjusted the computer’s core settings through the BIOS and experienced this issue, you should revert back to defaults.

If you have accidentally made changes to the BIOS settings during the computer start up you should revert back to defaults. You can access the “BIOS” by turning on or restarting the computer and repeatedly pressing the DEL key as it turns on; refer back to the computer’s instruction manual to determine which key accesses the “BIOS” as different systems use different keys. From the “BIOS” select the option to restore settings to default, select Save and Exit, and the computer will restart.