Hardware Troubleshooting Checklist

Pull the asset tag from the device sticker (Dell service tag, HP serial, Lenovo MTM) and reconcile against the RMM inventory and PSA ticket. A device that doesn't match the RMM record is a flag — either it was never enrolled, or somebody swapped hardware without updating CMDB.

Watch the failure happen before you start swapping parts. Intermittent issues that the user reports but you cannot reproduce are usually environmental (thermals, power, cable seating) — note conditions when it occurs.

Reseat power cable, monitor cable (DisplayPort connectors back out under their own weight — known issue), USB peripherals, and dock connections. Try a different wall outlet or PDU port if a desktop won't power on.

Boot the vendor's pre-OS diagnostic: Dell ePSA / SupportAssist (F12), HP PC Hardware Diagnostics UEFI (F2), Lenovo Diagnostics (F10). These run before the OS loads, which rules out driver and OS-layer noise.

Filter the System log for source disk, nvme, WHEA-Logger, and Kernel-Power. WHEA errors precede most CPU and memory failures by days. On Linux, check dmesg and journalctl -p err.

Confirm the boot drive is detected, Secure Boot and TPM are enabled per company baseline, and virtualization extensions (VT-x / AMD-V) are on. A drained CMOS battery resets these — symptom is wrong-clock errors and lost boot order.

Sagging 12V rails cause random reboots that look like every other failure mode. A $20 PSU tester or a multimeter on the 24-pin connector confirms it in 30 seconds.

Boot from a MemTest86 USB and run at least one full pass (4 passes for confidence). If errors appear, pull modules and test individually to identify which DIMM and which slot is at fault — bad slots are common on older motherboards.

Use CrystalDiskInfo on Windows or smartctl -a /dev/sdX on Linux. Watch reallocated sectors, pending sectors, and (for NVMe) media wear indicator. A drive in Caution status is on borrowed time — back up before further testing.

Run a 15-minute load while monitoring temps in HWiNFO. Artifacts under load with stable temps point to VRAM; thermal throttling above 90°C points to dried thermal paste or a clogged heatsink.

CPU package above 95°C, GPU above 90°C, or NVMe above 75°C all trigger throttling that the user experiences as random slowness or hangs. Idle thermals matter too — high idle indicates a fan or paste problem.

Compressed air outdoors or in a cleaning area, hold fans still while blowing (free-spinning fans generate back-EMF that can damage the controller). Laptops in dusty environments need this every 6-12 months.

Use Dell Command Update, HP Image Assistant, or Lenovo System Update — not random firmware off forums. For servers, run iDRAC / iLO / IPMI lifecycle controller updates with the device on AC power and no scheduled jobs running.

Pull drivers from the OEM support portal keyed to the asset tag, not from Windows Update. Windows Update ships generic Microsoft-signed drivers that often lag the vendor by months — chipset and storage drivers especially.

If the symptom started right after a Windows Update or driver push, use Device Manager → Properties → Driver tab → Roll Back Driver. Pin the prior version in WSUS / Intune / patch tool to prevent re-application until the vendor fixes it.

Reproduce the original failing condition and confirm with the user — not just a tech-side smoke test. Schedule a 24-hour soak before closing if the original report was intermittent.

File via the vendor support portal with the asset tag, diagnostic codes, and photos of the failure. Pro-support contracts (Dell ProSupport, HP CarePack, Lenovo Premier) typically ship a part next-business-day; standard warranty is depot repair at 5-10 days.

Pull a spare from the loaner pool, image with Autopilot or your MDM, and coordinate handoff with the user. Capture the BitLocker recovery key from the failed device before the chassis goes back to the OEM.