HP EliteBook 850 G4 Maintenance And Service Manual
  1. Manuals
  2. Brands
  3. HP Manuals
  4. Laptop
  5. EliteBook 850 G4
  6. Maintenance and service manual

HP EliteBook 850 G4 Maintenance And Service Manual

Hide thumbs
Table of Contents

Advertisement

Quick Links

HP EliteBook 850 G4 Notebook PC
HP ZBook 15u G4 Mobile Workstation
Maintenance and Service Guide

Advertisement

Table of Contents
loading

Related Manuals for HP EliteBook 850 G4

Summary of Contents for HP EliteBook 850 G4

  • Page 1 HP EliteBook 850 G4 Notebook PC HP ZBook 15u G4 Mobile Workstation Maintenance and Service Guide...
  • Page 2 HP End User License Not all features are available in all editions of HP Inc. under license. Intel and Core are Agreement (EULA).
  • Page 3 Important Notice about Customer Self-Repair Parts CAUTION: Your computer includes Customer Self-Repair parts and parts that should only be accessed by an authorized service provider. See Chapter 5, "Removal and replacement procedures for Customer Self-Repair parts," for details. Accessing parts described in Chapter 6, "Removal and replacement procedures for Authorized Service Provider only parts,"...
  • Page 4 Important Notice about Customer Self-Repair Parts...
  • Page 5 Safety warning notice WARNING! To reduce the possibility of heat-related injuries or of overheating the device, do not place the device directly on your lap or obstruct the device air vents. Use the device only on a hard, flat surface. Do not allow another hard surface, such as an adjoining optional printer, or a soft surface, such as pillows or rugs or clothing, to block airflow.
  • Page 6 Safety warning notice...

  • Page 7: Table Of Contents

    Table of contents 1 Product description ............................1 2 External component identification ........................7 Right ..................................7 Left ..................................8 Display ..................................9 Top ..................................10 TouchPad ............................10 Lights ..............................11 Buttons, speakers, and fingerprint reader ..................12 Keys ..............................13 Using the hot keys ..........................
  • Page 8 5 Removal and replacement procedures for Customer Self-Repair parts ............. 34 Component replacement procedures ........................34 Bottom cover ............................. 34 Battery ............................... 38 Hard drive ............................39 Solid-state drive (SSD) ........................41 Memory modules ..........................43 WLAN/Bluetooth combo card ......................45 WWAN module ...........................
  • Page 9 Remotely deploying BIOS and drivers ............87 Analyze the issue ..........................87 5. Remove or uninstall recently added hardware, software .......... 87 6. HP Hardware Diagnostics and Tools ................88 HP PC Hardware Diagnostics (UEFI) ............. 88 HP Support Assistant (HPSA) ............... 90 HP BIOS Configuration Utility (BCU) .............
  • Page 10 Display ............................. 119 Display anomalies ......................119 Symptom ....................119 Quick check ....................120 HP PC Hardware Diagnostics (UEFI) for video test ........120 Display assembly diagram ................. 121 Dead pixel ........................121 No video (internal) ......................121 No video (external) ....................... 122 DisplayPort/VGA ......................
  • Page 11 Display Issue: Pixel Anomalies ......................153 Cable management ......................... 154 Connector types ..........................155 9 Computer Setup (BIOS), TPM, and HP Sure Start ................... 157 Using Computer Setup ............................157 Starting Computer Setup ........................ 157 Navigating and selecting in Computer Setup ................. 157 Restoring factory settings in Computer Setup ................
  • Page 12 Using HP Sure Start (select products only) ....................... 160 10 Using HP PC Hardware Diagnostics (UEFI) ....................161 Downloading HP PC Hardware Diagnostics (UEFI) to a USB device ..............161 11 Backup and recovery ..........................163 Creating recovery media and backups ......................163 Creating HP Recovery media (select products only) ...............

  • Page 13: Product Description

    AMD FirePro W4190M (2 GB dedicated GDDR5; supports up to 3 independent √ displays via internal LCD Panel, system DisplayPort, system VGA, or using the HP UltraSlim Docking Station DisplayPort and VGA ports (sold separately)) Microsoft DirectX 12 (Shader Model 5.0) and OpenGL 4.3 capable AMD Enduro™...
  • Page 14 M.2 solid-state drives (PCIe, 2280, NGFF): √ ● 1 TB, PCIe, NVMe, MLC; HP Z Turbo Drive 512 GB, PCIe, NVMe, TLC, Opal 2; HP Z Turbo Drive ● ● 512 GB, PCIe, NVMe, MLC; HP Z Turbo Drive Chapter 1 Product description...
  • Page 15 Category Description EliteBook 850 ZBook 15u ● 256 GB, PCIe, NVMe, MLC, HP Z Turbo Drive 256 GB, PCIe, NVMe, TLC; HP Z Turbo Drive ● M.2 solid-state drives (SATA-3, 2280, NGFF): √ ● 512 GB, SATA-3, SS, FIPS-140-2, TLC ●...
  • Page 16 Two WWAN antennas (world wide 5 band, configured at top of panel on all units) Supports the following WWAN formats: ● Foxconn HP It4120 LTE/EVDO/HSPA+ with GPS M.2 ● Huawei HP It4132 - LTE/HSPA+ with GPS M.2 ● Fibocom HP hs3210 WW HSPA+ without GPS Supports “no WWAN” option External media Memory card reader (SD, SDHC, SDXC) √...
  • Page 17 Category Description EliteBook 850 ZBook 15u 3 wire plug, 1.8 m Security Security lock √ √ Fingerprint reader Supports “no fingerprint reader” option Supports Trusted Platform Module (TPM) 2.0/1.2 downgradeable (Infineon, soldered down; default is TPM 2.0) Integrated Smart Card reader (active) Preboot authentication (password, smart card) Operating Preinstalled:...
  • Page 18 Category Description EliteBook 850 ZBook 15u Hard drive Solid-state drive Memory module WLAN module WWAN module Keyboard Chapter 1 Product description...

  • Page 19: External Component Identification

    Safety, and Environmental Notices. To access this guide: Type support in the taskbar search box, and then select the HP Support Assistant app. ‒ or – Click the question mark icon in the taskbar. Select My PC, select the Specifications tab, and then select User Guides.

  • Page 20: Left

    Component Description NOTE: When a device is connected to the jack, the computer speakers are disabled. USB 3.x port Connects a USB device, such as a cell phone, camera, activity tracker, or smartwatch, and provides data transfer. RJ-45 (network) jack/status lights Connects a network cable.

  • Page 21: Display

    For wireless regulatory notices, see the section of the Regulatory, Safety, and Environmental Notices that applies to your country or region. To access this guide: Type support in the taskbar search box, and then select the HP Support Assistant app. ‒ or – Click the question mark icon in the taskbar.

  • Page 22: Top

    TouchPad Component Description Pointing stick Moves the pointer on the screen. Left pointing stick button Functions like the left button on an external mouse. TouchPad on/off button/TouchPad light Turns the TouchPad on and off. ● On: The TouchPad is off. ●...

  • Page 23: Lights

    Lights Component Description Power light ● On: The computer is on. ● Blinking: The computer is in the Sleep state, a power-saving state. The computer shuts off power to the display and other unneeded components. ● Off: The computer is off or in Hibernation. Hibernation is a power-saving state that uses the least amount of power.

  • Page 24: Buttons, Speakers, And Fingerprint Reader

    Buttons, speakers, and fingerprint reader Component Description Power button ● When the computer is off, press the button to turn on the computer. ● When the computer is on, press the button briefly to initiate Sleep. When the computer is in the Sleep state, press the button ●...

  • Page 25: Keys

    Component Description A wireless network must be set up before a wireless connection is possible. Volume mute button Mutes and restores speaker sound. Fingerprint reader (select products only) Allows a fingerprint logon to Windows, instead of a password logon. Keys Component Description Displays system information when pressed in combination with...

  • Page 26: Using The Hot Keys

    Using the hot keys To use a hot key: ▲ Press the key, and then press one of the keys listed in the following table. Press fn+function key Description Initiates Sleep, which saves your information in system memory. The display and other system components turn off and power is conserved.

  • Page 27: Bottom

    Bottom Component Description Docking connectors (2) Connect an optional docking device. Vents (2) Enable airflow to cool internal components. NOTE: The computer fan starts up automatically to cool internal components and prevent overheating. It is normal for the internal fan to cycle on and off during routine operation.

  • Page 28: Front

    ● Off: The battery is not charging. Drive light ● Blinking white: The hard drive is being accessed. ● Amber: HP 3D DriveGuard has temporarily parked the hard drive. Chapter 2 External component identification...

  • Page 29: Labels

    Labels The labels laser etched on the computer provide information you may need when you troubleshoot system problems or travel internationally with the computer. IMPORTANT: Check the following locations for the labels described in this section: the bottom of the computer, inside the battery bay, under the service door, or on the back of the display.

  • Page 30: Illustrated Parts Catalog

    Computer major components NOTE: HP continually improves and changes product parts. For complete and current information on supported parts for your computer, go to http://partsurfer.hp.com, select your country or region, and then follow the on-screen instructions. NOTE: Details about your computer, including model, serial number, product key, and length of warranty, are on the service tag at the bottom of your computer.
  • Page 31 Non-touch display assemblies are spared at the subcomponent level only. For more non- touch display assembly spare part information, see Display assembly subcomponents on page HP EliteBook 850 G4 Notebook PC models 914983-001 HP ZBook 15u G4 Mobile Workstation models 915927-001...
  • Page 32 System board on page All system boards use the following part numbers: xxxxxx-001: Non-Windows operating systems xxxxxx-601: Windows operating system For use in models with UMA graphics (HP EliteBook 850 G4 Notebook PC models only): ● Intel i7-7600U processor 917507-xx1 ●...
  • Page 33 (15) For use in models with discrete graphics 821185-001 (16) For use in models with UMA graphics (HP EliteBook 850 G4 Notebook PC models only) 821184-001 (17) WLAN/Bluetooth combo card Intel Dual band wireless-AC 8265 802.11AC 2x2 WiFi + BT 4.2 Combo Adaptor (vPro) 851592-001 Intel Dual band wireless-AC 8265 802.11AC 2x2 WiFi + BT 4.2 Combo Adaptor (non-vPro)

  • Page 34: Display Assembly Subcomponents

    Display assembly subcomponents Item Component Spare part number Bezel 821183-001 Hinge covers (left and right) 821187-001 (Hinge Kit) (2a) Left hinge cover (2b) Right hinge cover Hinge Kit (includes left and right hinges) 821187-001 (3a) Left hinge (3b) Right hinge Microphone module 920485-001 Webcam module (includes microphone)
  • Page 35 Item Component Spare part number WWAN antenna (spared with display enclosure) Raw panel HP EliteBook 850 G4 Notebook PC models 806864-005 ● ● 721363-016 ● 813033-002 HP ZBook 15u G4 Mobile Workstation models ● FHD, SVA 819354-003 ● FHD, UWVA 819355-004 ●...

  • Page 36: Plastics Kit

    Plastics Kit Item Component Spare part number Plastics kit 821175-001 Fingerprint reader blank Fingerprint reader bracket SD card blank Solid-state drive insert RJ-45 door Rubber feet Chapter 3 Illustrated parts catalog...

  • Page 37: Mass Storage Devices

    500 GB, 5400 rpm, hybrid, 8 GB cache 732000-001 Hard drive hardware kit 821665-001 Solid-state drive (M.2) HP EliteBook 850 G4 Notebook PC models 512 GB, PCIe, Gen3x4, NVMe, TLC 917758-001 ● ● 512 GB, PCIe, Gen3x4, NVMe, self-encrypting (SED), Opal 2, TLC 917760-001 ●...

  • Page 38: Cable Kit

    Spare part number ● 256 GB, SATA-3, self-encrypting (SED), Opal 2, TLC 917759-001 ● 128 GB, SATA-3 917756-001 HP ZBook 15u G4 Mobile Workstation models ● 1 TB, PCIe, Turbo Drive, MLC 915930-001 ● 512 GB, PCIe, Turbo Drive, MLC 915931-001...

  • Page 39: Miscellaneous Parts

    65 W HP Smart AC Adapter for use in Argentina 710340-850 65 W HP Smart AC adapter, 3 prong, EM (for use in HP EliteBook 850 G4 Notebook PC models) 714635-850 65 W HP Smart AC travel adapter, 3 prong (for use in HP ZBook 15u G4 Mobile Workstation models)
  • Page 40 Taiwan 393313-003 Thailand 285096-006 United Kingdom and Singapore 213351-008 Power cord (3-pin, black, 1.0 m; for use in HP ZBook 15u G4 Mobile Workstation models): Argentina 401300-010 Brazil 438722-007 Europe (Austria, Belgium, Finland, France, Germany, the Netherlands, Norway and Sweden)

  • Page 41: Removal And Replacement Procedures Preliminary Requirements

    Removal and replacement procedures preliminary requirements Tools required You will need the following tools to complete the removal and replacement procedures: Phillips P0 screwdriver ● Service considerations The following sections include some of the considerations that you must keep in mind during disassembly and assembly procedures.

  • Page 42: Cables And Connectors

    Cables and connectors CAUTION: When servicing the computer, be sure that cables are placed in their proper locations during the reassembly process. Improper cable placement can damage the computer. Cables must be handled with extreme care to avoid damage. Apply only the tension required to unseat or seat the cables during removal and insertion.

  • Page 43: Grounding Guidelines

    Grounding guidelines Electrostatic discharge damage Electronic components are sensitive to electrostatic discharge (ESD). Circuitry design and structure determine the degree of sensitivity. Networks built into many integrated circuits provide some protection, but in many cases, ESD contains enough power to alter device parameters or melt silicon junctions. A discharge of static electricity from a finger or other conductor can destroy static-sensitive devices or microcircuitry.

  • Page 44: Packaging And Transporting Guidelines

    Packaging and transporting guidelines Follow these grounding guidelines when packaging and transporting equipment: To avoid hand contact, transport products in static-safe tubes, bags, or boxes. ● ● Protect ESD-sensitive parts and assemblies with conductive or approved containers or packaging. ● Keep ESD-sensitive parts in their containers until the parts arrive at static-free workstations.

  • Page 45: Equipment Guidelines

    Equipment guidelines Grounding equipment must include either a wrist strap or a foot strap at a grounded workstation. When seated, wear a wrist strap connected to a grounded system. Wrist straps are flexible straps with a ● minimum of one megohm ±10% resistance in the ground cords. To provide proper ground, wear a strap snugly against the skin at all times.

  • Page 46: Removal And Replacement Procedures For Customer Self-Repair Parts

    Bottom cover Description Spare part number Bottom cover for use in HP EliteBook 850 G4 Notebook PC models (includes RJ-45 door, feet, sponge) 821181-001 Bottom cover for use in HP ZBook 15u G4 Mobile Workstation models (includes RJ-45 door, feet, sponge)
  • Page 47 Remove the 11 rubber screw covers and the SD card reader blank from the bottom cover. NOTE: The RJ-45 door and the SD card reader insert is available in the Plastics Kit using spare part number 821175-001. NOTE: Multiple RJ-45 doors are available using spare part number 917396-001. The kit contains 20 doors.
  • Page 48 Lift the bottom cover off the computer. Reverse the removal procedures to install the bottom cover. Replacing the bottom cover When replacing the bottom cover screws, after placing the cover on the computer, be sure to install the screws in the order indicated in the following image (1) – (12). IMPORTANT: Failure to install the screws in the correct order can result in uneven bottom cover installation.
  • Page 49 The rubber-screw cover locations are shown in the following image. NOTE: If installing new rubber screw covers, carefully inspect for adhesive tape liner inside the cap and remove if present. To properly insert the rubber covers, be sure to orient the covers in the correct direction: Place the lower edge into the recess (1), followed by the higher edge (2).

  • Page 50: Battery

    Battery Description Spare part number Battery, 3-cell, 51 WHr, 4.42 Ah 854108-850 Before removing the battery, follow these steps: Shut down the computer. If you are unsure whether the computer is off or in Hibernation, turn the computer on, and then shut it down through the operating system. Disconnect all external devices connected to the computer.

  • Page 51: Hard Drive

    Hard drive Description Spare part number 1 TB, 5400 rpm, 7 mm 762990-001 500 GB, 7200 rpm, 7 mm, FIPS 820572-001 500 GB, 7200 rpm, 7 mm, Opal-2 820573-001 500 GB, 7200 rpm, 7 mm 703267-001 500 GB, 5400 rpm, 7 mm, hybrid, 8 GB cache 732000-001 Before removing the hard drive, follow these steps: Shut down the computer.
  • Page 52 To remove the hard drive cover from the hard drive, remove the 4 Phillips M3.0×3.0 screws (1) that secure the cover to the drive, and then lift the cover up and off the hard drive (2). Reverse this procedure to install a hard drive. Chapter 5 Removal and replacement procedures for Customer Self-Repair parts...

  • Page 53: Solid-State Drive (Ssd)

    Solid-state drive (SSD) Description Spare part number HP EliteBook 850 G4 Notebook PC models 512 GB, PCIe, Gen3x4, NVMe, TLC 917758-001 512 GB, PCIe, Gen3x4, NVMe, self-encrypting (SED), Opal 2, TLC 917760-001 512 GB, PCIe, Gen3x4, NVMe, MLC 917755-001 512 GB, SATA-3, FIPS-140–2, TLC 917382-003 360 GB, PCIe, Gen3×4, NVMe, SS, TLC...
  • Page 54 Remove the drive (2) by pulling it away from the connector. NOTE: M.2 solid-state drives are designed with notches to prevent incorrect insertion. Reverse this procedure to install the solid–state drive. Chapter 5 Removal and replacement procedures for Customer Self-Repair parts...

  • Page 55: Memory Modules

    Failure to update the computer to the latest BIOS prior to installing new memory may result in various system problems. To update BIOS: Navigate to www.hp.com. Click Support & Drivers > click Drivers & Software. In the Enter a product name/number box, type the computer model information, and then click Search.
  • Page 56 Remove the memory module (2) by pulling the module away from the slot at an angle. NOTE: Memory modules are designed with a notch to prevent incorrect insertion into the memory module slot. NOTE: The computer uses two memory sockets. The socket labeled ‘2’ houses the expansion memory module and the socket labeled ‘1’...

  • Page 57: Wlan/Bluetooth Combo Card

    WLAN/Bluetooth combo card The computer uses a card that provides both WLAN and Bluetooth functionality. The WLAN module and WWAN module are not interchangeable. Description Spare part number Intel Dual Band Wireless-AC 3165 802.11ac 1x1 WiFi + BT 4.0 combo adapter 851592-001 Intel Dual Band Wireless-AC 8260NGW 802.11a/g/g/n+ac 2x2 WiFi + BT 4.2 combo adapter 851594-001...
  • Page 58 Remove the WLAN module by pulling the module away from the slot at an angle (3). NOTE: WLAN modules are designed with a notch to prevent incorrect insertion. NOTE: If the WLAN antennas are not connected to the terminals on the WLAN module, the protective sleeves must be installed on the antenna connectors, as shown in the following illustration.

  • Page 59: Wwan Module

    The WLAN module and WWAN module are not interchangeable. The WWAN module is available on select models only. Description Spare part number HP lt4120 LTE/EVDO/HSPA+ SnapdragonT X5 LTE Mobile Broadband Module 800870-001 Huawei HP It4132 - LTE/HSPA+ with GPS 845710-001...
  • Page 60 Remove the WWAN module (3) by pulling the module away from the slot at an angle. NOTE: WWAN modules are designed with a notch to prevent incorrect insertion. NOTE: If the WWAN antennas are not connected to the terminals on the WWAN module, the protective sleeves must be installed on the antenna connectors, as shown in the following illustration.

  • Page 61: Rtc Battery

    RTC battery Description Spare part number RTC battery 914384-001 Before removing the RTC battery, follow these steps: Shut down the computer. If you are unsure whether the computer is off or in Hibernation, turn the computer on, and then shut it down through the operating system. Disconnect all external devices connected to the computer.

  • Page 62: Keyboard

    In this section, the first table provides the main spare part number for the keyboards. The second table provides the country codes. Description Spare part number HP EliteBook 850 G4 Notebook PC models Keyboard, no backlight 836621-xx1 Keyboard, backlit 836623-xx1...
  • Page 63 Remove the bottom cover (see Bottom cover on page 34). Remove the battery (see Battery on page 38). Remove the keyboard: Position the computer upside down. Remove the 4 Phillips M2.5×5.0 screws that secure the keyboard to the computer (1). NOTE: The screws are labeled with a keyboard symbol.
  • Page 64 Remove the keyboard (8). Reverse this procedure to install the keyboard. Chapter 5 Removal and replacement procedures for Customer Self-Repair parts...

  • Page 65: Removal And Replacement Procedures For Authorized Service Provider Parts

    NOTE: HP continually improves and changes product parts. For complete and current information on supported parts for your computer, go to http://partsurfer.hp.com, select your country or region, and then follow the on-screen instructions. There are as many as 45 screws that must be removed, replaced, and/or loosened when servicing Authorized Service Provider only parts.
  • Page 66 Remove the internal base plate: Remove the 5 Phillips M2.0x7.0 screws (1) and the 6 Phillips M2.5x5.0 screws (2) that secure the internal base plate to the computer. Remove the 5 broadhead Phillips M2.5x2.5 screws that secure the internal base plate to the computer (3).

  • Page 67: Heat Sink/Fan Assembly

    The heat sink/fan assembly spare part kit includes replacement thermal material. Description Spare part number Heat sink/thermal module for use in models with UMA graphics (HP EliteBook 850 G4 Notebook PC 821184-001 models only) Heat sink/thermal module for use in models with discrete graphics...
  • Page 68 Discrete graphics models: The thermal material must be thoroughly cleaned from the surfaces of the heat sink and the system board components each time the heat sink is removed. Replacement thermal material is included with the heat sink, processor, and system board spare part kits. UMA graphics models: Loosen the six captive screws on the fan and heat sink following the sequence stamped on the fan and heat sink (1), disconnect the fan cable from the system board (2), and then remove the heat sink/fan assembly from the system board (3).
  • Page 69 UMA graphics models: The thermal material must be thoroughly cleaned from the surfaces of the heat sink and the system board components each time the heat sink is removed. Replacement thermal material is included with the heat sink, processor, and system board spare part kits. Reverse this procedure to install the heat sink/fan assembly.

  • Page 70: Fingerprint Reader Assembly

    Fingerprint reader assembly Description Spare part number Fingerprint reader assembly (includes cable) 849912-001 Before removing the fingerprint reader assembly, follow these steps: Shut down the computer. If you are unsure whether the computer is off or in Hibernation, turn the computer on, and then shut it down through the operating system.

  • Page 71: Touchpad Board

    Touchpad board Description Spare part number HP EliteBook 850 G4 Notebook PC models Touchpad board without NFC antenna 836620-001 Touchpad board with NFC antenna 837851-001 HP ZBook 15u G4 Mobile Workstation models Touchpad board without NFC antenna 821153-001 Touchpad board with NFC antenna...
  • Page 72 Lift the top of the touchpad board up, and then pull it forward to remove it from the computer (5). Reverse this procedure to install the touchpad board. Chapter 6 Removal and replacement procedures for Authorized Service Provider parts...

  • Page 73: Nfc Module

    NFC module Description Spare part number NFC (Near Field Communication) module (includes NFC cable, antenna cable, Mylar insulator, and foam) 821666-001 Before removing the NFC module, follow these steps: Turn off the computer. If you are unsure whether the computer is off or in Hibernation, turn the computer on, and then shut it down through the operating system.

  • Page 74: Smart Card Reader Board

    Smart card reader board Description Spare part number Smart card reader board 914380-001 Smart card reader cable (available in Cable Kit) 914749-001 (Cable Kit) Before removing the card reader board, follow these steps: Shut down the computer. If you are unsure whether the computer is off or in Hibernation, turn the computer on, and then shut it down through the operating system.
  • Page 75 Pull the plastic tab on the side of the card reader board to disengage the board (3), use a thin tool to pry up the side of board (near touchpad) (4), and then pull the board away from the side of the computer to remove it from the clips built into the computer (5).

  • Page 76: Usb/Audio Board

    USB/audio board Description Spare part number USB/audio board 916923-001 Before removing the USB/audio board, follow these steps: Shut down the computer. If you are unsure whether the computer is off or in Hibernation, turn the computer on, and then shut it down through the operating system. Disconnect all external devices connected to the computer.

  • Page 77: System Board

    All system boards use the following part numbers: xxxxxx-001: Non-Windows operating systems xxxxxx-601: Windows operating system Description Spare part number System board (including processor) for use in models with UMA graphics (HP EliteBook 850 G4 Notebook PC models only): Intel i7-7600U processor 917507-xx1 Intel i7-7500U processor...
  • Page 78 WWAN module (see WWAN module on page ● ● Heat sink/fan assembly (see Heat sink/fan assembly on page Remove the system board: Position the computer upright and open as far as possible. Disconnect the card reader cable (1) and the fingerprint reader cable (2) from the system board by lifting the ZIF connectors and removing the cables from the connectors.
  • Page 79 Disconnect the following cables from the system board: (1) Antenna cables from clips (2) Speaker cable (3) Display cable (4) Touch cable (if equipped) (5) Power button board cable (6) USB/audio board cable Remove the 2 Phillips M2.5×5.0 screws (1) that secure the system board to the computer. Lift the right side of the system board up at an angle (2).
  • Page 80 Pull the system board toward the right to disengage the connectors from the left side of the computer, and then remove the system board (3). Reverse this procedure to install the system board. Chapter 6 Removal and replacement procedures for Authorized Service Provider parts...

  • Page 81: Speaker Assembly

    Speaker assembly Description Spare part number Speaker assembly (includes cable) 821170-001 Before removing the speaker assembly, follow these steps: Turn off the computer. If you are unsure whether the computer is off or in Hibernation, turn the computer on, and then shut it down through the operating system. Disconnect the power from the computer by unplugging the power cord from the computer.

  • Page 82: Display Assembly

    Non-touch display assemblies are spared at the subcomponent level only. For more non-touch display assembly spare part information, see Display assembly subcomponents on page For use in HP EliteBook 850 G4 Notebook PC models 914983-001 For use in HP ZBook 15u G4 Mobile Workstation models...
  • Page 83 Lift the display assembly straight up and remove it (2). CAUTION: When installing the display assembly, be sure that the wireless antenna cables are routed and arranged properly. Failure to properly route the antennas can result in degradation of the computer's wireless performance. If you need to remove the display bezel, flex the top (1) of the bezel, the inside edges of the left and right sides (2), and then the bottom (3) of the bezel until it disengages from the display enclosure..
  • Page 84 If it is necessary to replace the webcam or microphone module, use a thin tool to pry the module away from the double-sided tape on the display enclosure (1), and then disconnect the cable from the module (2). The webcam module is available using spare part number 800575-020. The microphone module is available using spare part number 920485-001.
  • Page 85 If it is necessary to remove the display panel from the enclosure, remove the 4 Phillips M2.0×2.0 screws that secure the panel to the display enclosure. The raw display panel is available using the following spare part numbers: HP EliteBook 850 G4 Notebook PC models HD panels: 806864-005 FHD panels: 721363-016...
  • Page 86 Remove the display panel from the enclosure. If it is necessary to replace the display covers or hinges, remove the Phillips M2.0×3.0 screws (1) that secure the hinge covers to the display enclosure, and then remove the hinge covers (2). Remove the 6 Phillips M2.0x2.0 screws that secure the hinges to the display enclosure (3), and then remove the display hinges from the display enclosure (4).
  • Page 87 If it is necessary to replace the display/webcam cable, lift the display/webcam cable assembly (1) from the routing path on the side of the display enclosure (2), and then remove the cable (3). The display cable is available in the Cable Kit using spare part number 914749-001. If it is necessary to replace the WLAN antenna cables, peel the transceivers from the top of the display enclosure (1), remove the antenna cables from the routing path on the sides of the display enclosure (2), and then remove the antenna cables (3).
  • Page 88 NOTE: The WWAN antennas are spared with the display enclosure. The display enclosure is available using the following spare part numbers: HP EliteBook 850 G4 Notebook PC models HD/FHD models: 821180-001 UHD models: 918428-001 HP ZBook 15u G4 Mobile Workstation models...

  • Page 89: Power Button Board

    Power button board Description Spare part number Power button board assembly 914750-001 NOTE: The power button board sits under the left display hinge. You do not have to remove the display to remove the board, but you do have to rotate the left display hinge upward to gain access. Before removing the power button board, follow these steps: Shut down the computer.
  • Page 90 Pull the tab on the left side of the board, and then remove the board from the computer (5). Reverse this procedure to install the power button board. Chapter 6 Removal and replacement procedures for Authorized Service Provider parts...

  • Page 91: Top Cover

    Top cover Description Spare part number Top cover for use on HP EliteBook 850 G4 Notebook PC models 821191-001 Top cover for use on HP ZBook 15u G4 Mobile Workstation models 821155-001 The top cover remains after removing all other spared parts from the computer.

  • Page 92: Interpreting System Validation Diagnostic Front Panel Leds And Audible Codes

    Interpreting system validation diagnostic front panel LEDs and audible codes During the system validation phase that occurs at system startup, the BIOS validates the functionality of the following subsystems and conditions: AC adapter ● ● System board power ● Processor failure BIOS corruption ●...
  • Page 93 BIOS The main area (DXE) of BIOS has CAP/NUM 2.2 - Power Follow the Crisis Recovery instructions at become corrupted and there is Blink = 2 http://support.hp.com/us-en/document/ no recovery binary image (red.white) c02693833/. available The embedded controller policy CAP/NUM 2.3 - Power...

  • Page 94: Troubleshooting Guide

    Based on some of the most common symptoms, this chapter helps to identify logical steps and available resources or tools for resolving an issue. HP recommends that you follow the instructions carefully, observe safety precautions, and note any observations or results. Capturing this information may help identify and resolve the problem faster.

  • Page 95: Resources

    For example, if you resolve a memory issue using the HP PC Diagnostics (UEFI) tool in step 6, you can then move on to step 10 to reseat the memory into its memory slot.

  • Page 96: Identify The Issue

    Power-On Self-Test (POST) verifies that hardware components (processor, hard drive, memory, etc.) are functional. When POST is complete, the HP logo displays briefly and then disappears. If there are errors, the computer may exhibit blinking lights and POST error messages Common issues: lights blink, error message appears, hangs.
  • Page 97 No wake up on page 116 on page 106 Unresponsive on page 117 Burnt smell on page 107 Slow performance on page 117 HP Smart Adapter warning message on page 118 Incorrect time and date on page 118 a,b,c similar symptoms...

  • Page 98: Examine The Environment

    Fan runs constantly on page 121 error) on page 135 on page 140 TouchPad on page 127 No video (external) Read-write error HP Thermal Monitor on page 122 on page 136 Network Connectivity on page 91 Ethernet (RJ-45 jack) DisplayPort/VGA...

  • Page 99: Perform A Visual Inspection Of Hardware

    Note that some customer company policies prohibit updates. Check your company policy before taking action. The updates may include fixes for your computer issues, and they may also enhance system performance. HP continually improves the update process to make it easier. The BIOS update can be done locally through a manual process, through an automatic installation, or through a remote installation on multiple units.

  • Page 100: Hp Hardware Diagnostics And Tools

    Make sure to check for the latest versions before use. HP PC Hardware Diagnostics (UEFI) HP PC Hardware Diagnostics is a Unified Extensible Firmware Interface (UEFI) that allows you to run diagnostic tests to determine whether the computer hardware is functioning properly. The HP PC Hardware Diagnostics (UEFI) tool is built within BIOS (basic memory and hard drive diagnostics only), or within new hard drives themselves.
  • Page 101 If a component fails a test, write down the information so it is available when contacting support. The information is also available in Test Logs on the Main Menu. For more information, see the chapter titled “Using HP PC Hardware Diagnostics (UEFI).” General troubleshooting steps...

  • Page 102: Hp Support Assistant (Hpsa)

    HPSA is preinstalled on every new HP PC with Windows 7, Windows 8, or Windows 10. HP is continually improving this tool. Please verify the latest version is installed to receive the most benefit. For more information, see HP Support Assistant.

  • Page 103: Hp Bios Configuration Utility (Bcu)

    HP BIOS Configuration Utility (BCU) HP BCU is a free utility that captures the BIOS settings and their values. This tool provides a text file of the computer’s BIOS configuration. This can help identify any settings that may be contributing to an issue.

  • Page 104: Status Lights, Blinking Light Codes, Troubleshooting Lights, And Post Error Messages

    Off: The battery is fully charged. Front hard drive light Blinking white: The hard drive is being accessed. Amber: HP 3D DriveGuard has temporarily parked the hard drive. Rear AC adapter light White: The computer is connected to external power.

  • Page 105: Blinking Light Codes

    Processors ● ● BIOS ● Mass storage devices ● Fans The following table describes errors encountered during HP PC Hardware Diagnostics (UEFI). Table 8-6 System diagnostics failure codes and user actions Error Test description Failure description code Suggested user actions...

  • Page 106: Power Good (Troubleshooting) Lights

    The system fan may be malfunctioning. Replace the fan. Power Good (Troubleshooting) lights HP has added troubleshooting power lights to ZBook G3 Mobile Workstations (Studio, ZBook 15, and ZBook 17) to help troubleshoot power-on issues. The lights indicate when the system board power rails are unstable and/or the system needs a hardware reset.

  • Page 107: Resolve The Issue

    To resolve the startup or operational problem, run HP Support Assistant, or manually install all updated drivers from Microsoft and HP.

  • Page 108: Soft Reset (Default Settings)

    To load BIOS to default settings: Reboot the computer, and then press F10 > Main > Restore defaults. For more information, see the BIOS F10 Setup technical white paper at http://support.hp.com, enter your computer model, and then go to Manuals > White papers > HP PC BIOS F10 Setup Guide. 10. Reseat cables and connections...

  • Page 109: Test With Minimum Configuration

    Essential hardware configuration NOTE: This step is to be used by authorized service providers only. HP will not honor the warranty for a system tested with the system board removed without the heat sink, fan, etc. If none of the steps above resolve the issue, start the computer with essential hardware only. The purpose is to remove as much as hardware as possible while still maintaining the computer’s ability to turn on.

  • Page 110: Safe Mode

    HP PCs – Windows 7 Safe Mode ● HP PCs – Windows Safe Mode (Windows 10, 8) 12. Test with verified working configuration (hardware and/or operating system) One troubleshooting technique that can quickly isolate an issue is using a verified working part while testing.

  • Page 111: Verify Solution

    Explain to the customer why the issue occurred and what was done to resolve it. If the solution you used was in an HP Public document, provide the document information to the customer, letting them know it can be located on www.hp.com. Also, tell them that there are other solutions available on the website.

  • Page 112: During Operation

    Press the TouchPad On/Off button light. If the light toggles on or off, the TouchPad is likely operating correctly. Consulting with HP Service If further HP support is required, a lot of the following information may be requested when you call, so it may be helpful to take notes. ●...

  • Page 113: Common Issues And Possible Solutions

    ● Product model name and number Product identification number ● ● Applicable error messages Add-on boards or hardware ● ● Third-party hardware or software Operating system type and revision level ● Common issues and possible solutions This section contains common issues, symptoms, and a series of tables that describe possible solutions to issues from Failure classification on page 84 tables.
  • Page 114 Refer to battery replacement section Verify battery condition/status for removing/replacing the battery Check battery condition (overall result, cycle life, voltage, etc.) using HP PC Hardware Diagnostics (UEFI) or HPSA tools. Verify that battery is installed properly in battery bay without a gap and that latch locks are tight (for models with removable batteries).

  • Page 115: Intermittent Power-On, Shutdown, Reboot

    operating system) on page 13. Replace the system board on page 98) by removing nonessential parts. If there is still no boot, replace system board. Tips and tricks Computer automatically boots without pressing power button when RTC 3V battery has been removed. Therefore, after the service door and RTC 3V battery are removed, no need to press power button from top side.

  • Page 116: Ac Adapter Issue

    If there is still no rear power light or no boot, replace the AC adapter. Tips and tricks The HP Smart AC adapter has a special pin in the middle, called the ID pin, for power rating and throttling purpose. If this pin is broken, the rear power light will be on but the power button and front power lights will blink continuously and the computer will not turn on.
  • Page 117 (6. HP Hardware Diagnostics and Tools on page ● HP PC Hardware Diagnostics (UEFI) is a good tool to use to isolate and determine faulty battery, especially for quickly discharging (short life) battery. Use HP Support Assistant tools in Windows (HP Support Assistant (HPSA) on page Verify that battery is recognized and charging.

  • Page 118: Battery Discharges Too Fast

    To conserve battery power, turn off Wireless On-Off button and other peripherals/USB devices, applications, processes (in Task Manager) when not in use; also, reduce screen brightness. Follow HP instructions of how to maintain battery and increase battery life. Reference: HP Notebook Mobile Workstations - Improving Battery Performance...

  • Page 119: Burnt Smell

    Perform hardware reset (8. Hard reset on page 95) and verify that HP Logo is presented correctly on display screen when pressing F10. Test with external monitor via VGA port (or DisplayPort, HDMI, etc). Press power button and close the computer lid to force video output to external video.

  • Page 120: Blinking Lights

    If external video is OK, update BIOS, software, and drivers (4. Update BIOS and drivers on page 87) and perform soft reset (9. Soft reset (Default Settings) on page 96) if needed. Go to next step to verify display. Verify display ●...

  • Page 121: Diagnostics Error Messages

    Restore hardware to its original condition (i.e., bootable solid-state drive instead of hard drive). Reseat suspected components and verify connection. Test suspected components using HP PC Hardware Diagnostics (UEFI) tool. Note An Error Message means the system has finished BIOS hardware validation and is ready to launch the Startup Menu.

  • Page 122: Bios Password

    HP ships and supports Windows 7 with BIOS Legacy boot mode and Windows 8, 10 with BIOS UEFI boot mode. Therefore, HP recommends that you switch BIOS boot mode from Legacy to UEFI Native for clean Windows 8, 10 installations, or to UEFI Hybrid (if available) for upgrading the option from Windows 7 to Windows 8, 10.

  • Page 123: Intermittent Shutdown

    Verify functionality of AC adapter alone. If no functionality, test with a verified working adapter. Verify battery alone. Verify that battery is not depleted. Test battery using HP PC Hardware Diagnostics (UEFI) tool. Verify connection of power button, power cable.

  • Page 124: Blue Screen

    Resolving Blue Screen errors in Windows HP Troubleshooting Error Messages on a blue screen: HP Notebook PCs - Troubleshooting Error Messages on a Blue Screen that may Occur During Startup or Boot Overview of General Troubleshooting Steps for a blue screen error Note the blue screen error message and what activity was performed at the time.
  • Page 125 ● HP PC Hardware Diagnostics (UEFI) tool to test hard drive, memory and system. Thermal Monitor (available only to authorized service providers/technicians) tool to monitor ● temperature limits of processor and GPU. See “HP Thermal Monitor” in 6. HP Hardware Diagnostics...

  • Page 126: Freeze At Windows Logo (Hang/Lockup)

    Has power, light activity, fan spinning Conflict of instructions from multiple programs or drivers; installing a new hardware or program that is not compatible (may also cause a blue screen error—see blue HP Logo displays briefly ● screen issue). ●...

  • Page 127: Electromagnetic Interference (Emi)

    Roll back to previous version may be necessary. Go to safe mode to install drivers. Run Hardware Diagnostics (6. HP Hardware Diagnostics and Tools on page to isolate hardware issue. Undo recent changes in Windows (5. Remove or uninstall recently added hardware, software on page 87).

  • Page 128: No Wake Up

    No wake up Symptoms Possible causes When resuming from a power Power-saving mode; multiple-display setting. management state the computer may Troubleshooting steps display: Verify that front power light (7. Status lights, blinking light codes, troubleshooting ● Blank screen lights, and POST error messages on page 92) is blinking (indicating Sleep state).

  • Page 129: Unresponsive

    Unresponsive Symptom Possible causes Unresponsive Program in use has stopped responding to commands. Troubleshooting steps If possible, use the Windows Task Manager to isolate and terminate the offending process. Attempt the normal Windows shutdown procedure. Restart the computer using the power button. Slow performance Symptom Possible causes...

  • Page 130: Hp Smart Adapter Warning Message

    Contact HP for configuration details. Note HP Smart AC adapter warning message: informs you that as power demands increase, the notebook may not perform at full capacity, which may result in longer battery-charging time. In cases of extreme power demands, the system...

  • Page 131: Display

    The display panel is a field replaceable unit (FRU) and must be replaced by only authorized technicians. However, HP highly recommends that users and technicians observe specific symptom vs. generic symptoms and utilize the HP PC Hardware Diagnostics (UEFI) tool before any replacement.

  • Page 132: Quick Check

    ● Update operating system (OS), graphics/video drivers (Intel/AMD/NVidia, etc). For custom images, HP highly recommends upgrading or installing Windows in UEFI mode (or Legacy disabled) to fully support hybrid graphics and avoid unexpected behaviors (i.e., blue screen error, graphics/video issues) in the BIOS Legacy setting.

  • Page 133: Display Assembly Diagram

    Display panel may show one or more pixels that are not properly lit when displaying a single color over the screen area. Use HP PC Hardware Diagnostics (UEFI) tool to determine those defective pixels. There is no solution for dead pixels. Refer to Display Issue: Pixel Anomalies on page 153 for the HP dead pixel policy.

  • Page 134: No Video (External)

    (4. Update BIOS and drivers on page 87). Update BIOS and drivers (4. Update BIOS and drivers on page 87) when sound is heard but no video on HDTV. References HP Notebook PCs - Troubleshooting HDMI Display and Sound Issues 122 Chapter 8 Troubleshooting guide...

  • Page 135: No Or Bad External Video Via Docking

    Be sure that external monitor is compatible with the computer. If applicable, plug the dock in different Type-C ports. For more information, see the technical white paper titled ”HP ZBook 65/150/200 W Thunderbolt 3 Dock User Guide.” Go to http://support.hp.com/, enter your model number, and then click Manuals >...

  • Page 136: Touch Screen

    Perform Microsoft System Restore and restore to a time when the system was working. Perform HP System Recovery if none of the above actions resolves the issue. References HP Notebook PCs - Touch Screen Issues (Windows 10)

  • Page 137: I/O Devices

    Make sure external devices are supported and compliant (i.e., USB Type C, Thunderbolt 3, PCI Express, etc). If you have problems with external devices not provided by HP, contact device manufacturers for ● compatibility and latest drivers prior to troubleshooting (i.e., USB devices, Thunderbolt devices, PCI Express Card reader, VGA/Display/HDMI monitors, Speakers, etc).

  • Page 138: Keyboard Point Stick

    Keyboard point stick Symptom Possible causes Point stick not working properly Dust trapped under point stick, loose point stick cap. Troubleshooting steps Inspect any signs of dust, liquid spill that prevent point stick from working. Check whether point stick cap is loose and reseat it if necessary. The sections below are intended for authorized service providers/technicians.

  • Page 139: Touchpad

    Install the latest touchpad driver. Adjust touchpad settings (Control Panel > Mouse). Test touchpad controller using the HP PC Hardware Diagnostics (UEFI) tool > Component Tests > Mouse Test > Pointer Test & Drag and Drop Test). The sections below are intended for authorized service providers/technicians.

  • Page 140: Network Connectivity Wireless (Wlan)

    Test with HP Support Assistant in Windows. Diagnose with HP PC Hardware Diagnostics (UEFI) to isolate a hardware issue from a software issue. Examine Ethernet ports on the computer, docking station, and wall for damage, dust, obstructions. Update drivers: Verify that Ethernet module is displayed in Device Manager and be sure that device driver is up to date.

  • Page 141: Wwan

    point. If disabling U-APSD improves the throughput issue, check with the access point provider for updated firmware that resolves the issue. Test with verified working operating system or perform operating system recovery to verify that the issue is not caused by customized settings. Test with a verified working wireless module.

  • Page 142: Usb

    Symptoms Possible causes ● USB devices are not recognized USB devices do not have the latest software drivers, port insufficient power, or not compliant. ● USB devices are not charging NOTE: USB Type-C uses a different connector entirely Examples of USB device Not Recognized Troubleshooting steps Unplug USB device and/or restart the computer (wait for 2-5 minutes) to reset USB port/hub in case of power surge.

  • Page 143: Smart Card Reader

    Smart card reader Symptoms Possible causes ● Not recognized Physical damage, incorrect insertion, dirt, driver, malfunctioning card reader. ● Unable to write NOTE: Some cards have a read/write security switch on the card. Make sure that switch is set to “write enabled” before attempting to write data to it. Card Reader Removal Policy Troubleshooting steps Verify card reader removal policy.

  • Page 144: Speaker, Headphone - Audio Issues

    Verify that sound card is detected in Windows Device Manager. Reinstall the latest audio driver. Test audio device using HP PC Hardware Diagnostics (UEFI) tool > Component Tests > Audio). Test with a verified working operating system. If issue is resolved, restore full operating system.

  • Page 145: Thunderbolt (Tb)

    Thunderbolt (TB) Symptom Possible causes Thunderbolt device not working BIOS, drivers, and user settings. Troubleshooting steps Update to the latest BIOS and choose appropriate TB Port settings. Reset User Account Settings to default. Update Intel Thunderbolt software that includes firmware version (for TB controller), driver version (operating system driver), and application version.

  • Page 146: Storage

    If any test fails, record failure code and contact support for instructions on how to order a replacement hard drive. ● If all of the tests pass, the hard drive is not damaged. As a rule, HP will not replace a hard drive under warranty that does not fail the HP Hard Drive Self-Test. ●...

  • Page 147: Hard Drive/Solid-State Drive Not Recognized

    Use the HP Hardware Diagnostics tool to verify the drive is recognized and test it. If the hard drive fails diagnostics, record failure and have the drive replaced.

  • Page 148: Read-Write Error

    147). Blue screen (BSOD) error Faulty hard drive may cause blue screen error. Perform the drive tests using the HP Diagnostics Tool to make sure the drive is functional. If all of the tests pass, see Common Blue Screen Error Messages on page 147 detailed troubleshooting steps.

  • Page 149: Noisy Hard Drive

    Verify original hard drive connection and flex cable. Reseat hard drive and connection. Run HP PC Hardware Diagnostics (UEFI). If failed, record failure code and have the hard drive replaced.

  • Page 150: Mechanical

    Fan often is part of thermal solution, including heat sink, fin/ muffler, and thermal grease. Fan replacement requires reboot and fan function verification using HP PC Hardware Diagnostics (UEFI) tool. 138 Chapter 8 Troubleshooting guide...

  • Page 151: Noise (Sound)

    Reducing Heat Inside the PC to Prevent Overheating. Noise (sound) Symptoms Possible causes Computer emits abnormal noise Aside from basic components (power adapter/supply, fan, speaker, hard drive, optical drive, display panel, external devices), it is also common for electronic components to produce noise.

  • Page 152: Fan Runs Constantly

    Fan replacement requires reboot and fan function verification using HP PC Hardware Diagnostics (UEFI) tool. For more information, see the following links: ● HP Notebook PCs - Fan is Noisy and Spins Constantly, PC is Warmer than Normal. Reducing Heat Inside the PC to Prevent Overheating.

  • Page 153: Thermal Shutdown (Hot)

    Be sure that no obstructions or dust are in heat sink fan, fin, or vent. Be sure that the notebook is not sitting on a hot surface that blocks vent intakes. Test fan using HP PC Hardware Diagnostics (UEFI) tool (6. HP Hardware Diagnostics and Tools on page 88).

  • Page 154: Additional Information

    Additional information The following sections provide additional information that can be used during the troubleshooting process. Acronyms The following acronyms are used in this chapter. Blue screen (BSOD)—A Windows error screen that can occur if a problem causes your computer to shut down or restart unexpectedly.

  • Page 155: Blinking Lights And Boot Error Codes

    Blinking lights and boot error codes The information below is from the white paper HP Business Notebook and Desktop PC F10 Setup, 2014 Business PC models. In some cases, when the host processor is not executing code or does not have the necessary code to drive the display, light blink codes inform you of a problem.

  • Page 156: Graphics Controller Error (No Controller)

    NOTE: The computer will attempt to notify you of this problem through a series of blinking lights. When you attempt to turn on the computer from an “Off” or “Hibernated” state, lights associated with the caps lock num lock keys will both blink three times followed by a pause, then continue in a repeating pattern. Graphics Controller Error (No Controller) This computer has experienced a graphics controller initialization problem resulting in a failed startup.

  • Page 157: Sure Start Has Identified A Problem (Manual Recovery Policy Set)

    Sure Start has identified a problem (Manual Recovery Policy Set) This computer has experienced a problem in locating a valid BIOS image, resulting in a failed startup. HP Sure Start will normally repair this type of issue; however, on this computer HP Sure Start has been configured to operate in manual mode key sequence.
  • Page 158 Primary Battery This indicates that the primary battery has very low capacity. See Replace Checking the Status of the Battery for details on using the HP Support Assistant to verify the battery capacity and, if necessary, order a replacement. Battery Check Secondary Battery This indicates that the secondary battery has very low capacity.

  • Page 159: Routine Maintenance For Performance Improvement

    Routine Maintenance for Performance Improvement HP Notebook PCs - Improving the Performance of Your Computer. The following table presents a summary of the suggested times for performing the routine maintenance tasks described in this document. Tasks Weekly Monthly Occasionally Perform a system tune up.

  • Page 160: Microsoft General Troubleshooting Of Windows Bug Check Codes

    If you recently added hardware to the system, try removing or replacing it. Or check with the manufacturer to see if any patches are available. ● Try running HP PC Hardware Diagnostics (UEFI). Check with the manufacturer to see if an updated system BIOS or firmware is available. ●...

  • Page 161: Windows Software Development Kit (Sdk)

    Windows Software Development Kit (SDK) Download the SDK from the following link: https://msdn.microsoft.com/en-us/windows/desktop/bg162891.aspx Set up the SDK in the configuration window (Windows 10 shown). Select features to install. Additional information 149...
  • Page 162 Run the SDK as an administrator. Set the symbol path. Select File > Symbol File Path. In the Symbol path box, type SRV*C:\Windows\symbol_cache*http:// ● msdl.microsoft.com/download/symbols. ● Save the workspace. 150 Chapter 8 Troubleshooting guide...
  • Page 163 Open the crash dump file. Additional information 151...
  • Page 164 Analyze the file. In the following memory dump sample, look for Bug Check 0x3B. The ATIKMAG driver needs to be investigated for further root cause. Lookup for Bug Check 0xC2. 152 Chapter 8 Troubleshooting guide...

  • Page 165: Display Issue: Pixel Anomalies

    Combination = in any combination and any color that are always on or off Use the HP PC Hardware Diagnostics (UEFI) tool to determine numbers of pixels and their distance. HP uses the following set of criteria when damaged displays are submitted for warranty coverage.

  • Page 166: Cable Management

    Cable management Proper routing of the internal cables is critical to the operation of the computer. Follow good cable management practices when removing and installing components. Handle cables with care to avoid damage. ● ● Apply only the tension required to seat or unseat cables during insertion or removal from the connector. ●...

  • Page 167: Connector Types

    Connector types IMPORTANT: Connector pins and connector gold fingers should not be touched directly with bare hands. There are several different types of connectors on the system board with different requirements for cable removal or insertion. Flex cable When connecting flex cables, push the cable completely, evenly into the connector. When removing flex cables from a ZIF connector on the system board, always follow these steps: Squeeze on the top of the retaining latch attached to the cable end of the connector.
  • Page 168 Multi-pin horizontal insert connector (LVDS cable to display panel) Insert procedure: Slide connector evenly into receptacle on same horizontal plane as PCB connector. Pull lock bar to insert and push both side connector horizontally to firmly lock. Tape down lock bar over the panel to hold in position. Reverse the procedure above to remove the connector: Remove tape.

  • Page 169: Computer Setup (Bios), Tpm, And Hp Sure Start

    An external keyboard or mouse connected to a USB port can be used with Computer Setup only if USB legacy support is enabled. ▲ Turn on or restart the computer, and when the HP logo appears, press to enter Computer Setup. Navigating and selecting in Computer Setup ●...

  • Page 170: Updating The Bios

    Updating the BIOS Updated versions of the BIOS may be available on the HP website. Most BIOS updates on the HP website are packaged in compressed files called SoftPaqs. Some download packages contain a file named Readme.txt, which contains information regarding installing and troubleshooting the file.

  • Page 171: Downloading A Bios Update

    Do not shut down the computer or initiate Sleep. Do not insert, remove, connect, or disconnect any device, cable, or cord. Type support in the taskbar search box, and then select the HP Support Assistant app. – or – Select the question mark icon in the taskbar.

  • Page 172: Tpm Bios Settings (Select Products Only)

    If the BIOS becomes corrupted or is attacked, HP Sure Start automatically restores the BIOS to its previously safe state, without user intervention. HP Sure Start is configured and already enabled so that most users can use the HP Sure Start default configuration. The default configuration can be customized by advanced users.

  • Page 173: Using Hp Pc Hardware Diagnostics (Uefi)

    10 Using HP PC Hardware Diagnostics (UEFI) HP PC Hardware Diagnostics is a Unified Extensible Firmware Interface (UEFI) that allows you to run diagnostic tests to determine whether the computer hardware is functioning properly. The tool runs outside the operating system so that it can isolate hardware failures from issues that are caused by the operating system or other software components.
  • Page 174 Additional BIOS crisis recovery tool HP provides a BIOS crisis recovery tool through the HP PC Hardware Diagnostics 3-in-1 USB key. This tool can be used by HP authorized service providers to recover systems that have failed due to a corrupted BIOS. For more information about using the 3-in-1 USB key for BIOS crisis recovery, go to http://www.hp.com/go/...

  • Page 175: 11 Backup And Recovery

    Use HP Recovery Manager to create HP Recovery media after you successfully set up the computer. This step creates a backup of the HP Recovery partition on the computer. The backup can be used to reinstall the original operating system in cases where the hard drive is corrupted or has been replaced. For...

  • Page 176: Using Windows Tools

    HP Recovery media can also be used to customize the system or restore the factory image if you replace the hard drive.

  • Page 177: Restore And Recovery

    Creating HP Recovery media (select products only) on page 163. If your computer does not allow the creation of HP Recovery media or if the HP Recovery media does not ● work, you can obtain recovery media for your system from support. See the Worldwide Telephone Numbers booklet included with the computer.

  • Page 178: Using The Hp Recovery Partition (Select Products Only)

    Using HP Recovery media to recover You can use HP Recovery media to recover the original system. This method can be used if your system does not have an HP Recovery partition or if the hard drive is not working properly.

  • Page 179: Changing The Computer Boot Order

    Changing the computer boot order If your computer does not restart in HP Recovery Manager, you can change the computer boot order, which is the order of devices listed in BIOS where the computer looks for startup information. You can change the selection to an optical drive or a USB flash drive.

  • Page 180: Removing The Hp Recovery Partition (Select Products Only)

    Removing the HP Recovery partition (select products only) HP Recovery Manager software allows you to remove the HP Recovery partition to free up hard drive space. IMPORTANT: After you remove the HP Recovery partition, you will not be able to perform System Recovery or create HP recovery media from the HP Recovery partition.

  • Page 181: 12 Specifications

    12 Specifications Computer specifications Metric U.S. Dimensions Length 257.7 mm 10.1 in Width 383.6 mm 15.1 in Height (front to rear) 19.4 - 20.8 mm 0.76 - 0.82 in Weight 3-cell battery (51WHr), no FPR, 1 SODIMM, WLAN, M.2 SSD, no 1.89 kg 4.17 lbs camera, no WWAN, UHD panel...

  • Page 182: 39.6-Cm (15.6-In) Display Specifications

    39.6-cm (15.6-in) display specifications Metric U.S. Active diagonal size 39.6-cm 15.6-in Resolution HD: 1366x768 FHD: 1920x1080 UHD: 3840x2160 Surface treatment Anti-glare (except touch screen) Brightness HD: 220 nits FHD: 300 nits UHD: 340 nits Viewing angle UWVA Backlight Aspect ratio 16:9 Display panel interface eDP 1.2 –...

  • Page 183: Hard Drive Specifications

    Hard drive specifications 1-TB* 500-GB* 500-GB* hybrid Dimensions Height 9.5 mm 7.0 mm 7.0 mm Width 70 mm 70 mm 70 mm Weight 115 g 101 g or 95 g 95 g Interface type SATA SATA SATA Transfer rate 100 MB/sec 100 MB/sec 100 MB/sec Security...

  • Page 184: 13 Power Cord Set Requirements

    13 Power cord set requirements The wide-range input feature of the computer permits it to operate from any line voltage from 100 to 120 volts AC, or from 220 to 240 volts AC. The 3-conductor power cord set included with the computer meets the requirements for use in the country or region where the equipment is purchased.
  • Page 185 Country/region Accredited agency Applicable note number Sweden SEMKO Switzerland Taiwan BSMI The United Kingdom The United States The flexible cord must be Type HO5VV-F, 3-conductor, 1.0-mm² conductor size. Power cord set fittings (appliance coupler and wall plug) must bear the certification mark of the agency responsible for evaluation in the country or region where it will be used.

  • Page 186: 14 Statement Of Memory Volatility

    Following system shutdown and removal of all power sources from an HP Business PC system, personal data can remain on volatile system memory (DIMMs) for a finite period of time and will also remain in nonvolatile memory.
  • Page 187 If a DriveLock password is set, select the Security menu, and scroll down to Hard Drive Utilities under the Utilities menu. Select Hard Drive Utilities, select DriveLock, then uncheck the checkbox for DriveLock password on restart. Select OK to proceed. Select the Main menu, and then select Reset BIOS Security to factory default.
  • Page 188 NOTE: If the system has a BIOS administrator password, enter the password at the prompt. Select Main, select Restore Defaults, and then select Yes to load defaults. Select the Security menu, select Restore Security Level Defaults, and then select Yes to restore security level defaults.

  • Page 189: Nonvolatile Memory Usage

    HP Sure Start only) backup of The content is managed Embedded Controller. critical System solely by the HP Sure Start BIOS code, EC Embedded Controller. firmware, and critical PC configuration data for select...
  • Page 190 A utility is required for Computer Setup (BIOS) or a writing data to this custom utility. memory and is available on the HP website; go to http://www.hp.com/ support. Select Find your product, and then follow the on-screen instructions.

  • Page 191: Questions And Answers

    HP has provided options in Computer Setup (BIOS) to allow you to run in legacy BIOS, if required by the operating system. Examples of this requirement would be if you upgrade or downgrade the OS.

  • Page 192: Using Hp Sure Start (Select Models Only)

    BIOS to its previously safe state, without user intervention. Those select computer models ship with HP Sure Start configured and enabled. HP Sure Start is configured and already enabled so that most users can use the HP Sure Start default configuration. The default configuration can be customized by advanced users.

  • Page 193: 15 Recycling

    Follow the local laws and regulations in your area for battery disposal. HP encourages customers to recycle used electronic hardware, HP original print cartridges, and rechargeable batteries. For more information about recycling programs, see the HP Web site at http://www.hp.com/recycle.

  • Page 194: Index

    Index Symbols/Numerics `product description Cable Kit error ethernet 3 contents 26 codes 80 spare part number 26 esc key, identifying 13 caps lock light, identifying 11 ethernet AC adapter, spare part numbers 27 chipset, product description 1 product description 3 antennas components external monitor port 8...
  • Page 195 HP PC Hardware Diagnostics (UEFI) legacy support, USB 157 using 161 lights pointing device, product HP Recovery Manager battery 16 description 4 correcting boot problems 167 caps lock 11 pointing stick 10 starting 166 drive 16 ports HP Recovery media...
  • Page 196 164 specifications 170 system 165 solid–state drive USB flash drive 166 spare part numbers 25 vents, identifying 8, 15 using HP Recovery media 164 speaker assembly video, product description 3 recovery media removal 69 creating 163 spare part number 69...

This manual is also suitable for:

Zbook 15u g4

Table of Contents