CSDP Failure Code

Changes

November 22, 2022

CSDP Claim Failure Information
Operating System

Type Operating System

Computing Chrome
Computing Linux
Computing MS Windows
Computing Other
Printing N/A
Action
Type Action Definition
Use whenever a mechanical adjustment, alignment or troubleshooting was PERFORMED ONSITE
without using parts. DO NOT use for firmware or software re-configurations. Instead, use Software
Printing Align or Adjust Support.
Use in product repairs requiring parts replacement, where part(s) were not acquired through normal
GPSC processes (e.g. customer purchased stock, product division provided parts, parts purchased
Computing/Printing Alternative Part(s) Replaced outside HP etc.).
Use in product repairs requiring parts replacement as either an onsite or bench repair service. It is very
important that this Repair Class Code only be used when part(s) replacement is occurring, and the part
Computing/Printing Component(s) Replaced was acquired through normal GPSC processes.
Use when a product problem is recognized but can not be resolved or repaired immediately during the
current trip. Use when repair is not complete, awaiting parts or additional resources. Use when a
Computing/Printing Incomplete Repair second trip is necessary. Should not be used if an onsite trip was never made to the customer’s site.
Use when the reported problem cannot be duplicated or demonstrated. Product tested via diagnostics
Computing/Printing No Trouble Found or self-tests, but no mechanical adjustments were made AND no parts were used.
Computing/Printing Not Defined Used for Non-Repair activities for which there is no current code or definition which would apply.
PM is typically used for non-warranty activities to document periodic maintenance required to keep the
product functioning properly. Examples include cleaning, replacing filters and lubricating gear
Printing Preventative Maintenance assemblies.
Computing/Printing Software Support Use for firmware updates. Use for HP product software support.
Observation - Computing
Type Observation Definition

Computing Connectivity Bluetooth, LAN, WLAN, WWAN

Damage (including liquid spill), scratches, rubber feet, missing or loose screws, fit issue (loose
Computing Mechanical/Cosmetic or poor connection between port and peripheral)
Computing No Power Unit fails to power on or show any signs of life (no beeps or lights
Non-performance issues in the OS: activation, applications, features or configuration,
Computing Operating System installation, recovery
Computing Other
Computing Performance Slow/sluggish in OS, crash/freeze/BSOD, sleep/hibernate/wake-from-sleep issues
Dock, fingerprint reader, keyboard, mouse, touchpad, USB devices, webcam, audio
Computing Peripheral (headphones, microphone/speakers)
Boot to black/blue/white screen, boot to error message, hang at HP logo, beep/blink code,
Computing POST/Boot BIOS issues and configuration
Power issues other than “no power”: charging issues, AC adapter, battery (including swelling),
Computing Power Supply power button
Computing Storage HDD, SSD, M.2, external storage, RAID, media card reader, optical drive, memory
Computing Thermal/Heating Issue Fan, heat or CPU temperature, potential health and safety issue (electrical/smoke/fire/odor)
Display issues other than physical damage such as backlight, light leakage, touchscreen, VR,
poor quality (bad pixel, blur, color, fade, flicker, lines, etc.) unit fails to show any video at any
Computing Video Display point
Observation - Printing

Type Observation Definition

Printing Connectivity LAN, Wi-Fi, USB

Printing Control Panel Numerical or alphabetical error code
Printing Hardware Noises, power, ink/toner cartridge problem, ink/toner leak
Printing Paper Jam No pick or multi-pick, input or output jam
Printing Print Quality Missing/wrong color, blank lines/streaks, smearing
Printing Scan/Copy/Fax ADF no pick or multi-pick, copy quality (wrong color or lines), fax problems
Printing Software Drivers, software, solutions, firmware updates
Printing Supplies PM (ADF, fuser, ITB) Kit needed, drum/developer needed, ink/toner needed, ICU/TCU needed
Printing Other
Resolution Note: previously called Modifier

Type Resolution Definition

Printing Clean Clean or dust the hardware

Computing/Printing DOA/Post Shipment Issue Carrier damage, dead on arrival or other shipping issues
Reseat or realign a component or connection; replace filters, lubricate
Printing Hardware Adjustment internal components
Computing/Printing Hardware Defect Hardware component is defective or damaged
Computing/Printing N/A None of the action taken is listed or applicable
Computing/Printing Other
The system BIOS or firmware for a hardware component was updated to the
Software (BIOS, Firmware, OS, latest version, OS was reinstalled or recovered to the factory image, any
Computing/Printing Drivers driver related tasks