First Aid HP

How to find your laptops serial number and check the warranty. Most HP laptops from Projekt Neptun have a 3-year basic warranty. 

For information on how to file a warranty claim with HP here.

Resetting the power and power supply of the laptop (a power reset) may fix problems like:

- Laptop does not turn on,
- Windows does not respond,
- black display,
- keyboard or keys do not work,
- audio controls do not work, etc.

Follow this guide to reset your laptop's power and power supply to possibly fix such issues.

Resetting the power will erase all data from the computer's cache an memory without deleting any personal data and it will restart all hardware components.

If your laptop won't start or doesn't boot properly and emits beeps and/or LED blink codes, here you can find possible causes and solutions.

Hardware driver, firmware updates and BIOS updates from the laptop manufacturer are very important. Use HP Support Assistant, which is pre-installed on all new HP laptops, to do this easily.

Install all updates that are offered (optional, recommended and critical) and check again after reboots for further updates until no more are offered.

Here you can find more information about software and driver updates for your HP laptop.

On this HP Support site you can find automatic diagnostic tools and instructions on how to fix computer problems (such as battery or charging problems, no sound, WLAN problems, "power but no system startup", or Windows problems).

Simple hardware tests are available in HP Support Assistant.

More detailed tests can be performed with HP Diagnostics. HP Diagnostics is available in different versions (as a program for Windows , as a bootable package or as a UEFI accessible preboot with F2).
Instructions on how to use HP Diagnostics.


On our HP manufacturer support page you find all information about the warranty and how to open a warranty claim.

If you have any difficulties, we will be happy to assist you. Just send us an email.

Data loss can happen at any time and for various reasons. We therefore recommend that you back up your data regularly.

Project Neptun laptop customers can use the professional backup solution for Windows Langmeier Backup for free.

For more general tips on backing up your data, please visit the ETH IT Security website: Protect your brainwork

If a problem cannot be resolved easily, or to rule out a software problem, resetting Windows is often the most efficient solution.

When you reset Windows, it is reinstalled. You can choose whether you want to keep or remove your files when resetting.

If you can't log in to your Microsoft account, you can get help from Microsoft by e-mail (Microsoft telephone support cannot help with many account access issues that can not be resolved automatically by eg. resetting your password): 

Jobs available!

We are looking for a working student as Deputy Support Coordinator (50-60%) and a Head of Relations, Marketing and Media (80-100%). You can find more details about the position here. Apply now or share the job description with your friends!

10. 11. 2023

Order Information

You can track the order status of your laptop in our distribution partner's customer account. For HP and Lenovo you can access your customer account here. Apple orders can be tracked here. Samsung orders can be viewed in your customer account on the Samsung website.

19. 9. 2022

Help Point : Please book an appointment

Our support staff at the Help Points ETHZ, Bern vonRoll, UNIBAS and UNILU are there for you. If you need technical support, contact us via email to make an appointment.

30. 9. 2020
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