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HP ZBook 14u G6 Maintenance And Service Manual

Mobile workstation
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Maintenance and Service Guide
HP ZBook 14u G6 Mobile Workstation

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  • Page 1 Maintenance and Service Guide HP ZBook 14u G6 Mobile Workstation...
  • Page 2 HP Inc. bound by the terms of the HP End User License Not all features are available in all editions or under license. DisplayPort and the DisplayPort Agreement (EULA).
  • Page 3 Important Notice about Customer Self-Repair Parts IMPORTANT: Your computer includes Customer Self-Repair parts and parts that should be accessed only 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 Components ..............................7 Right ..................................7 Left ..................................9 Display ................................. 10 Keyboard area ..............................11 Touchpad ............................11 Lights ..............................12 Buttons, speakers, and fingerprint reader ..................13 Special keys ............................15 Hot keys (select products only) ......................
  • Page 8 Packaging and transporting guidelines ......................33 5 Removal and replacement procedures for Customer Self-Repair parts ............. 34 Component replacement procedures ........................34 Preparation for disassembly ......................34 Bottom cover ............................. 34 Solid-state drive (SSD) ........................36 Memory modules ..........................37 WLAN/Bluetooth combo card ......................
  • Page 9 Remotely deploying BIOS and drivers ............85 Analyze the issue ..........................85 5. Remove or uninstall recently added hardware, software .......... 85 6. HP Hardware Diagnostics and Tools ................86 HP PC Hardware Diagnostics (UEFI) ............. 86 HP BIOS Configuration Utility (BCU) ............. 88 HP Image Diagnostic Tool ................
  • Page 10 Display ............................. 115 Display anomalies ......................115 Symptom ....................115 Quick check ....................116 HP PC Hardware Diagnostics (UEFI) for video test ........116 Display assembly diagram ................. 116 Dead pixel ........................117 No video (internal) ......................117 No video (external) ....................... 118 DisplayPort/VGA ......................
  • Page 11 Display issue: pixel anomalies ......................148 Cable management ......................... 149 Connector types ..........................150 9 Computer Setup (BIOS), TPM, and HP Sure Start ................... 153 Using Computer Setup ............................153 Starting Computer Setup ........................ 153 Navigating and selecting in Computer Setup ................. 153 Restoring factory settings in Computer Setup ................
  • Page 12 Backing up information and creating recovery media ..................162 Using Windows tools ........................162 Using the HP Cloud Recovery Download Tool to create recovery media (select products only) ... 162 Restoring and recovery ............................. 163 Restoring, resetting, and refreshing using Windows tools ............163 Recovering using HP Recovery media .....................
  • Page 13 Requirements for specific countries and regions ..................... 169 14 Statement of memory volatility ........................ 171 Nonvolatile memory usage ..........................173 Questions and answers ............................. 175 Using HP Sure Start (select models only) ......................176 15 Recycling ..............................177 Index ................................178 xiii...

  • Page 15: Product Description

    HP UltraSlim Docking Station - maximum resolution = 2.5K @ 60 Hz (DisplayPort 1) and 2.5K @ 60 Hz (DisplayPort 2) and FHD (VGA) HP Elite 90 W Thunderbolt™ 3 Dock - maximum resolution = 2.5K @ 60 Hz (DisplayPort 1) and 2.5K @ 60 Hz ●...
  • Page 16 Table 1-1 Product components and their descriptions (continued) Category Description FHD (1920 × 1080), antiglare, 950 nits, 72% CG, eDP + PSR, flat, Ambient Light Sensor, privacy, with HD + IR camera, with WWAN Ultra high definition (UHD) (3840 × 2160), antiglare, 400 nits, 72% CG, eDP + PSR, ultra slim, Ambient Light Sensor, with HD + IR camera, with WWAN UHD (3840 ×...
  • Page 17 Universal Dock, HP Thunderbolt Dock 120 W G2, and HP USB-C Mini Dock. The following support S0/S3/S4/S5 MAPT (via out of band): HP Elite USB-C Dock G4, HP USB-C Universal Dock, HP Thunderbolt Dock 120 W G2, and HP USB-C Mini Dock.
  • Page 18 Dual point, non-backlit, spill resistant with drain Dual point, backlit, spill resistant with drain, with HP Dura Keys, supports ALS ● Dual point, backlit, spill resistant with drain, with HP Dura Keys, supports ALS Privacy ● Touchpad Support for Microsoft® Precision touchpad default gestures...
  • Page 19 Support for models without a fingerprint reader Smart card reader (active) Support for models without a smart card reader Preboot authentication (password, smart card) Hardware enforced Firmware Protection: HP Hardware Root of Trust + Sure Start Gen5 Operating system Preinstalled Windows® 10 Home 64...
  • Page 20 Table 1-1 Product components and their descriptions (continued) Category Description Windows 10 Home 64 Plus Single Language APAC EM PPP Windows 10 Home 64 Plus Single Language India Market PPP Windows 10 Home 64 Plus Single Language Indonesia Market PPP Windows 10 Professional 64 Windows 10 Professional 64 Chinese Market Windows 10 Professional 64 StF MSNA Standard...

  • Page 21: Components

    For additional safety information, see the Regulatory, Safety, and Environmental Notices. To access this guide: ▲ Type HP Documentation in the taskbar search box, and then select HP Documentation. NOTE: When a device is connected to the jack, the computer speakers are disabled.
  • Page 22 Connects an AC adapter that has a USB Type-C connector, supplying power to the and Thunderbolt™ port with computer and, if needed, charging the computer battery. HP Sleep and Charge – and – Even when the computer is off, connects and charges most USB devices that have a Type-C connector, such as a cell phone, camera, activity tracker, or smartwatch, and provides high-speed data transfer.

  • Page 23: Left

    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. USB SuperSpeed port with HP Connects a USB device, provides high-speed data transfer, and even when the Sleep and Charge computer is off, charges most products such as a cell phone, camera, activity tracker, or smartwatch.

  • Page 24: 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 HP Documentation in the taskbar search box, and then select HP Documentation. Chapter 2 Components...

  • Page 25: Keyboard Area

    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 HP Documentation in the taskbar search box, and then select HP Documentation. ▲ Keyboard area...

  • Page 26: Lights

    Lights Table 2-5 Lights and their descriptions 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.

  • Page 27: Buttons, Speakers, And Fingerprint Reader

    Table 2-5 Lights and their descriptions (continued) Component Description Call answer light On: Call answer is on. Call end light On: Call end is on. (10) Fn lock light On: The key is locked. For more information, see Hot keys (select products only) on page Buttons, speakers, and fingerprint reader Table 2-6...
  • Page 28 Table 2-6 Buttons, speakers, and fingerprint reader and their descriptions (continued) Component Description If the computer has stopped responding and shutdown procedures are ineffective, press and hold the power button for at least 5 seconds to turn off the computer. To learn more about your power settings, see your power options.

  • Page 29: Special Keys

    Special keys Table 2-7 Special keys and their descriptions Component Description Displays system information when pressed in combination with the key. Executes frequently used system functions when pressed in combination with another key. Such key combinations are called hot keys. Hot keys (select products only) on page Windows key Opens the Start menu.

  • Page 30: Hot Keys (Select Products Only)

    Hot keys (select products only) A hot key is the combination of the key and another key. To use a hot key: ▲ Press the key, and then press one of the keys listed in the following table. Table 2-8 Hot keys and their descriptions Description Turns on scroll lock.

  • Page 31: Front

    On some models, the wireless light is amber when all wireless devices are off. Drive light Blinking white: The hard drive is being accessed. ● Amber: HP 3D DriveGuard has temporarily parked the hard drive. ● Internal microphones Record sound. Front...

  • Page 32: Labels

    Your service label will resemble one of the examples shown below. Refer to the illustration that most closely matches the service label on your computer. Table 2-11 Service label components Component HP product name Model number Product ID Serial number Warranty period...
  • Page 33 Table 2-12 Service label components (continued) Component Serial number Warranty period ● Regulatory label(s)—Provide(s) regulatory information about the computer. Wireless certification label(s)—Provide(s) information about optional wireless devices and the approval ● markings for the countries or regions in which the devices have been approved for use. Labels...

  • Page 34: 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 35 Table 3-1 Computer major components and their descriptions Item Component Spare part number Display assembly not available as whole hinge-up Display assemblies are available as spare parts only at the subcomponent level. For more display assembly spare part information, see Display assembly subcomponents on page Touch not available as whole...
  • Page 36 Table 3-1 Computer major components and their descriptions (continued) Item Component Spare part number Intel i5-8365U processor L64077-xx1 ● Intel i5-8265U processor L64076-xx1 ● For use in models with UMA graphics memory: Intel i7-8665U processor L62760-001 ● ● Intel i7-8565U processor L62758-001 ●...

  • Page 37: Display Assembly Subcomponents

    Table 3-1 Computer major components and their descriptions (continued) Item Component Spare part number (24) Battery (3 cell, 50 Whr, 4.33 Ahr) 933321-852 (25) Bottom cover L63375-001 Display assembly subcomponents Table 3-2 Display components and their descriptions Item Component Spare part number Bezel For use in models with microphone modules L62747-001...
  • Page 38 Table 3-2 Display components and their descriptions (continued) Item Component Spare part number For use in models with an HD camera (includes camera privacy cover) L62748-001 For use in models with an IR camera (includes camera privacy cover) L62749-001 For use in models with an IR camera and an ambient light sensor (includes camera privacy L62750-001 cover) Raw panel...

  • Page 39: Plastics Kit

    Plastics Kit Table 3-3 Plastics Kit components and their descriptions Item Component Spare part number Plastics kit L66571-001 SIM card reader insert Fingerprint reader insert Smart card reader insert Camera privacy cover (not illustrated) Plastics Kit...

  • Page 40: Cable Kit

    Cable Kit Table 3-4 Cable Kit components and their descriptions Description Spare part number Cable Kit, includes the following cables: L62734-001 Pointing stick cable USB board cable Card reader cable Touchpad cable Fingerprint reader cable NFC cable Power button board cable FHD display panel cable UHD display panel cable TOP panel cable...

  • Page 41: Miscellaneous Parts

    65 W USB Type-C, nPFC, 1.8 m L32392-001 65 W HP Smart AC adapter, EM 913691-850 65 W HP Smart AC adapter, nPFC, travel adapter 693716-001 65 W USB Type-C, nPFC, 1.8 m L32390-001 45 W HP Smart AC adapter, 2 prong 742436-001 45 W HP Smart AC adapter, nPFC, 4.5 mm...
  • Page 42 Table 3-5 Miscellaneous parts and their descriptions (continued) Component Spare part number Israel L31384-001 Italy L31386-001 Japan L31387-001 North America L31389-001 People’s Republic of China L31390-001 South Africa L31391-001 South Korea L31388-001 Switzerland L31392-001 Taiwan L31394-001 Thailand L31393-001 United Kingdom and Singapore L31395-001 Power cord (C5N5, duckhead, 1.0 m), for use in: North America...

  • Page 43: 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: Non-conductive, non-marking pry tool ● Magnetic Phillips P1 screwdriver ● Torx T8 screwdriver ● Service considerations The following sections include some of the considerations that you must keep in mind during disassembly and assembly procedures.

  • Page 44: Drive Handling

    Drive handling IMPORTANT: Drives are fragile components that must be handled with care. To prevent damage to the computer, damage to a drive, or loss of information, observe these precautions: Before removing or inserting a hard drive, 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 45: Generating Static Electricity

    IMPORTANT: To prevent damage to the device when you are removing or installing internal components, observe these precautions: Keep components in their electrostatic-safe containers until you are ready to install them. Before touching an electronic component, discharge static electricity by using the guidelines described in this section.

  • Page 46: Personal Grounding Methods And Equipment

    ● Use field service tools, such as cutters, screwdrivers, and vacuums, that are conductive. ● Recommended materials and equipment HP recommends the following materials and equipment to prevent static electricity: ● Antistatic tape Antistatic smocks, aprons, or sleeve protectors ●...

  • Page 47: Packaging And Transporting Guidelines

    Field service kits ● ● Static awareness labels ● Wrist straps and footwear straps providing 1 MΩ ±10% resistance ● Material handling packages ● Conductive plastic bags ● Conductive plastic tubes ● Conductive tote boxes Opaque shielding bags ● Transparent metallized shielding bags ●...

  • Page 48: Removal And Replacement Procedures For Customer Self-Repair 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 12 screws that must be removed, replaced, and/or loosened when servicing Customer Self-Repair parts.
  • Page 49 Loosen the five captive screws (1) and the three inset captive screws (2) that secure the bottom cover. Starting under the display in the upper left corner, pry (1) and lift the bottom cover off the computer (2). Reverse the removal procedures to install the bottom cover. Component replacement procedures...

  • Page 50: Solid-State Drive (Ssd)

    Solid-state drive (SSD) Table 5-2 Solid-state drive descriptions and part numbers Description Spare part number 2 TB, PCIe, TLC L62766-001 1 TB, PCIe, TLC L62763-001 512 GB, PCIe, TLC L62769-001 512 GB, PCIe, Self-encrypting drive (SED), Opal 2, TLC L62768-001 512 GB, SATA-3, FIPS-140-2, TLC L62767-001 256 GB, PCIe, NVMe, TLC...

  • Page 51: Memory Modules

    16 GB (DDR-2666) 937438-852 IMPORTANT: Before adding new memory, make sure you update the computer to the latest BIOS, available at www.hp.com. Before removing the memory module, follow these steps: Prepare the computer for disassembly (Preparation for disassembly on page 34).

  • Page 52: 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. Table 5-4 WLAN module descriptions and part numbers Description Spare part number Intel Wireless-AC 9560 802.11ac 2 × 2 Wi-Fi + Bluetooth 5 (non-vPro) L22634-002 Intel Wireless-AC 9560 802.11ac 2 ×...
  • Page 53 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 54: Wwan Module

    WWAN module The WLAN module and WWAN module are not interchangeable. The WWAN module is available on select models only. Table 5-5 WWAN module descriptions and part numbers Description Spare part number Intel XMM 7360 LTE-Advanced (CAT 9) L15398-002 Intel XMM 7560 LTE-Advanced Pro (CAT 16) L27188-002 Intel XMM 7262 LTE-Advanced (CAT 6) L35286-002...
  • Page 55 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 56: Keyboard

    Keyboard In this section, the first table provides the main spare part number for the keyboards. The second table provides the country codes. Table 5-6 Keyboard descriptions and part numbers Description Spare part number Keyboard, no backlight L15542-xx1 Keyboard, backlit L15540-xx1 Keyboard, backlit, privacy L15541-xx1...
  • Page 57 Insert a screwdriver or similar thin tool into the release hole near the fan, and then press on the back of the keyboard until it releases (2). NOTE: Cables connect the bottom of the keyboard to the system board. Make sure not to prematurely pull the keyboard cables out of the system board connectors.
  • Page 58 Remove the keyboard (5). Reverse this procedure to install the keyboard. Chapter 5 Removal and replacement procedures for Customer Self-Repair parts...

  • Page 59: 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 81 screws that must be removed, replaced, and/or loosened when servicing authorized service provider only parts.

  • Page 60: Battery

    Battery Table 6-1 Battery description and part number Description Spare part number Battery, 3 cell, 50 Whr, 4.33 Ahr 933321-852 Before removing the battery, follow these steps: Prepare the computer for disassembly (Preparation for disassembly on page 34). Remove the bottom cover (see Bottom cover on page 34).
  • Page 61 Rotate the top of the battery upward (1), and then lift the battery out of the computer (2). IMPORTANT: When installing the battery, insert the tabs on the bottom of battery into the clips built into the computer (3), and then rotate the battery into place Reverse the removal procedures to install the battery.

  • Page 62: Heat Sink Assembly

    Heat sink assembly NOTE: The heat sink assembly spare part kit includes replacement thermal material. Table 6-2 Heat sink descriptions and part numbers Description Spare part number Heat sink for use in models with discrete graphics memory L62751-001 Heat sink for use in models with UMA graphics memory L62740-001 Before removing the heat sink assembly, follow these steps: Prepare the computer for disassembly...
  • Page 63 The heat sink and system board use both thermal grease and thermal pads. Thoroughly clean this thermal material each time the heat sink is removed. Replacement thermal material is included with the heat sink and system board spare part kits. (1) System board thermal grease (2) System board thermal pads (3) Heat sink thermal grease...
  • Page 64 UMA graphics models: Loosen the four captive screws on the heat sink following the sequence stamped on the heat sink (1), and then remove the heat sink from the system board (2). IMPORTANT: Take extreme care when removing the heat sink and fan assembly. The heatpipe is very fragile and can be easily damaged and bent during removal.

  • Page 65: Rtc Battery

    RTC battery Table 6-3 RTC battery description and part number Description Spare part number RTC battery L17255-001 Before removing the RTC battery, follow these steps: Prepare the computer for disassembly (Preparation for disassembly on page 34). Remove the bottom cover (see Bottom cover on page 34).

  • Page 66: Usb Board

    USB board Table 6-4 USB board and support bracket descriptions and part numbers Description Spare part number USB board (includes support bracket and cable) L62735-001 USB support bracket (included in the Bracket Kit) L62737-001 Before removing the USB board, follow these steps: Prepare the computer for disassembly (Preparation for disassembly on page 34).

  • Page 67: Rj-45 Board With Bracket

    RJ-45 board with bracket Table 6-5 RJ-45 board with bracket description and part number Description Spare part number RJ-45 board with bracket L19422-001 Before removing the RJ-45 board and bracket, follow these steps: Prepare the computer for disassembly (Preparation for disassembly on page 34).

  • Page 68: Power Button Board

    Power button board Table 6-6 Power button board description and part number Description Spare part number Power button board assembly (includes cable) L62738-001 Before removing the power button board, follow these steps: Prepare the computer for disassembly (Preparation for disassembly on page 34).

  • Page 69: Speaker Assembly

    Speaker assembly Table 6-7 Speaker assembly description and part number Description Spare part number Speaker assembly (includes cable) L62736-001 Before removing the speaker assembly, follow these steps: Prepare the computer for disassembly (Preparation for disassembly on page 34). Remove the bottom cover (see Bottom cover on page 34).

  • Page 70: Touchpad

    Touchpad Table 6-8 Touchpad descriptions and part numbers Description Spare part number Touchpad for use in models without an NFC module L63377-001 Touchpad for use in models with an NFC module L63378-001 Before removing the touchpad, follow these steps: Prepare the computer for disassembly (Preparation for disassembly on page 34).
  • Page 71 Remove the touchpad from the computer (2). Reverse this procedure to install the touchpad. Component replacement procedures...

  • Page 72: Touchpad Button Board

    Touchpad button board Table 6-9 Touchpad button board descriptions and part numbers Description Spare part number Touchpad button board L17826-001 Before removing the touchpad button board, follow these steps: Prepare the computer for disassembly (Preparation for disassembly on page 34). Remove the bottom cover (see Bottom cover on page 34).

  • Page 73: Nfc Module

    NFC module Table 6-10 NFC module description and part number Description Spare part number NFC module (includes antenna and touchpad foam) L14385-001 Before removing the NFC module, follow these steps: Prepare the computer for disassembly (Preparation for disassembly on page 34).

  • Page 74: Smart Card Reader

    Smart card reader Table 6-11 Smart card reader and cable descriptions and part numbers Description Spare part number Smart card reader L62733-001 Smart card reader pass-thru board (for use in models without a smart card) L62743-001 NOTE: This board provides cable pass through capability for models without a smart card. Smart card reader cable (available in Cable Kit) L62734-001 (Cable Kit) Before removing the card reader, follow these steps:...

  • Page 75: Fan

    Table 6-12 Fan description and part number Description Spare part number L62739-001 Before removing the fan, follow these steps: Prepare the computer for disassembly (Preparation for disassembly on page 34). Remove the bottom cover (see Bottom cover on page 34). Remove the battery (see Battery on page 46).
  • Page 76 Remove the fan from the computer (3). Reverse this procedure to install the fan. Chapter 6 Removal and replacement procedures for authorized service provider parts...

  • Page 77: System Board

    System board NOTE: All system board spare part kits include replacement thermal material. All system boards use the following part numbers: xxxxxx-001: Non-Windows operating systems xxxxxx-601: Windows operating system Table 6-13 System board descriptions and part numbers Description Spare part number System board for use in models with discrete graphics memory (includes integrated processor) Intel i7-8665U processor L64078-xx1...
  • Page 78 Remove the three Phillips M2.0 × 3.0 screws that secure the system board to the computer. Close the computer and position it upside down. Disconnect the following cables from the system board: (1) RTC battery cable (2) Fingerprint reader cable (reverse ZIF) (3) NFC module cable (ZIF) (4) Speaker cable (5) Display cable...
  • Page 79 Remove the five Phillips M2.0 × 3.0 screws that secure the system board to the computer. Lift the right side of the system board up at an angle (1). Pull the system board up and toward the right to release the connectors from the left side of the computer, and then remove the system board (2).

  • Page 80: Fingerprint Reader Assembly

    Fingerprint reader assembly Table 6-14 Fingerprint reader and bracket descriptions and part numbers Description Spare part number Fingerprint reader assembly (includes cable) L65695-001 Fingerprint reader bracket (included in Bracket Kit) L62737-001 Before removing the fingerprint reader assembly, follow these steps: Prepare the computer for disassembly (Preparation for disassembly on page 34).

  • Page 81: Display Assembly

    Display assembly NOTE: Displays are not available as whole assemblies – only subcomponent spare parts are available. Display assembly spare part information is also available at Display assembly subcomponents on page Before removing the display assembly, follow these steps: Prepare the computer for disassembly (Preparation for disassembly on page 34).
  • Page 82 Lift the display assembly straight up and remove it (2). Failure to properly route the antennas can result in degradation of the computer's wireless performance. IMPORTANT: When installing the display assembly, be sure that the wireless antenna cables are routed and arranged properly. Chapter 6 Removal and replacement procedures for authorized service provider parts...
  • Page 83 To remove the display hinge cover, rotate top of hinge cover away from display enclosure to release the tabs (1), and then pull the cover off the enclosure (2). The display hinge cover for touch displays is available in the Hinge Kit as spare part number L15538-001.
  • Page 84 Remove the display bezel (4). The display bezel is available using the following spare part numbers: Models with a microphone module: L62747-001 Models with an HD camera: L62748-001 Models with an IR camera: L62749-001 Models with an IR camera and an ambient light sensor: L62750-001 Two different camera modules are available.
  • Page 85 The HD camera module is available as spare part number L62742-001. The microphone module is available as spare part number L62744-001. IR camera Remove the tape from the module (1), lift upward to release the module from the adhesive on the display enclosure (2), disconnect the cables from the left and right sides of the module (3), and then remove the camera module from the display (4).
  • Page 86 If it is necessary to remove the ambient light sensor board, disconnect the cable from the board (1), lift upward to release the board from the adhesive on the display enclosure (2), and then remove the board from the display (3). The ambient light sensor board is available as spare part number L62745-001.
  • Page 87 On the back of the display panel, lift the tape from the connector (2), and then disconnect the display cable from the rear of the panel (3). The raw display panel is available using the following spare part numbers: FHD panel, non-touch, 400 nits: L62772-001 FHD panel, non-touch, 250 nits: L62773-001 FHD panel, non-touch, privacy: L62774-001 FHD touch-on panel (TOP), privacy, 250 nits: L62771-001...
  • Page 88 If it is necessary to replace the display hinges, remove the three Phillips M2.5 × 11.0 screws that secure each hinge (1), and then remove the hinges from the display enclosure (2). Display hinges for touch displays are available in the Hinge Kit as spare part number L15538-001. Display hinges for non-touch displays are available as spare part number L15539-001.
  • Page 89 HD camera models Disconnect the cable from the ambient light sensor board (1) and from the HD camera (2), and then remove the cable from the display enclosure (3). IR camera models Disconnect the cable from the ambient light sensor board (1), from the left (2) and right (3) sides of the IR camera, and then remove the cable from the display enclosure (4).
  • Page 90 If it is necessary to replace the WLAN antenna cables, peel the antennas from the top of the display enclosure (1), remove the antenna cables from the routing path on the bottom of the display enclosure (2), and then remove the antenna cables (3). NOTE: The WLAN antennas are available with the display enclosure.

  • Page 91: Top Cover

    Top cover Table 6-15 Top cover description and part number Description Spare part number Top cover L63384-001 The top cover remains after removing all other spare parts from the computer. Component replacement procedures...

  • 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 ●...
  • 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

    Troubleshooting guide This chapter is primarily focused on troubleshooting HP Mobile Workstations. The information is provided so that you can solve problems yourself or at least narrow down what may be causing the problem. Based on some of the most common symptoms, this chapter helps to identify logical steps and available resources or tools for resolving an issue.

  • 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, system hangs.
  • Page 97 No wake up on page 112 on page 102 Unresponsive on page 113 Burnt smell on page 103 Slow performance on page 113 HP Smart Adapter warning message on page 113 Incorrect time and date on page 114 a,b,c similar symptoms...

  • Page 98: Examine The Environment

    Fan runs constantly on page 117 error) on page 130 on page 135 No video (external) Touchpad on page 123 Read-write error HP Thermal Monitor on page 118 on page 131 Network Connectivity on page 88 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 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 103: 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 104: Blinking Light Codes

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

  • Page 105: 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 106: 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 107: 11. 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 108: Safe Mode

    Testing with a verified working AC adapter can identify an error caused by a faulty one. Similarly, testing with a verified working operating system can determine bad behaviors of the current operating system. See Non HP diagnostics tools on page 88 for instructions about obtaining and using a Windows-To-Go USB.

  • Page 109: 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 110: At Startup

    At startup TIP: If you have installed an operating system other than the factory-installed operating system, go to http://www.hp.com/go/quickspecs and verify that it is supported on your system. Be sure that the computer is plugged into a working AC outlet.

  • Page 111: Consulting With Hp Service

    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 112 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) tool. Verify that battery is installed properly in battery bay without a gap and that latch locks are tight (for models with removable batteries).

  • Page 113: Intermittent Power-On, Shutdown, Reboot

    Table 8-9 Issues, possible causes, and fixes (continued) Items Procedures Verify blinking lights (7. Status lights, blinking light codes, troubleshooting lights, and POST error messages on page At this point, there should be sufficient power from the AC adapter to the system board.

  • Page 114: 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...

  • Page 115: Battery Not Recognized, Not Charging

    Use HP Hardware Diagnostics (UEFI) (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.

  • Page 116: Battery Discharges Too Fast

    Test and calibrate battery using HP PC Hardware Diagnostics (UEFI). Verify battery life cycle using HP Support Assistant tool. If battery cycle life is over specs (long life battery of 1000-cycle life and 3-year warranty), battery may have capacity loss beyond its lifecycle or warranty.

  • Page 117: Burnt Smell

    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. Also reference http://support.hp.com/us-en/document/c01297640? jumpid=hpr_r1002_usen_link3.
  • Page 118 Perform hardware reset (8. Hard reset on page 91) 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 119: Blinking Lights

    Blinking lights Table 8-16 Issues, possible causes, and fixes Items Procedures Symptoms Possible causes Lights blink on keyboard caps Blinking lights on startup usually indicate a problem with basic functionality of a critical lock/num lock keys component (processor, BIOS, graphics cards, memory, etc.) due to loose connection, defective parts, or recently added parts.

  • Page 120: 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 121: 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 122: Blue Screen

    Microsoft knowledge base: http://windows.microsoft.com/en-us/windows-8/resolve-windows-blue-screen- errors For more information search for HP Troubleshooting Error Messages on a blue screen at http://www.hp.com. 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 123 86) to isolate major faulty hardware issues. ● 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.

  • Page 124: 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 125: 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 85).

  • Page 126: No Wake Up

    Table 8-22 Issues, possible causes, and fixes (continued) Items Procedures Consult with support. No wake up Table 8-23 Issues, possible causes, and fixes Items Procedures 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...

  • Page 127: Unresponsive

    Slow performance on page 131. Tips and tricks Routine maintenance for performance improvement on page 142). See http://windows.microsoft.com/en-us/windows-8/free-up-disk-space. http://windows.microsoft.com/en-us/windows/optimize-windows-better- performance#optimize-windows-better-performance=windows-vista. HP Smart Adapter warning message Table 8-26 Issues, possible causes, and fixes Items Procedures Symptom Possible causes Common issues and possible solutions 113...

  • Page 128: Incorrect Time And Date

    Test the adapter on a verified working computer. 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...

  • Page 129: 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 130: 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 131: Dead Pixel

    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 148 for the HP dead pixel policy.

  • Page 132: No Video (External)

    Verify if sound output is configured correctly in Control Panel > Sound Manager. Perform hard reset (4. Update BIOS and drivers on page 85). Update BIOS and drivers (4. Update BIOS and drivers on page 85) when sound is heard but no video on HDTV. References http://support.hp.com/us-en/document/c01186408 118 Chapter 8 Troubleshooting guide...

  • Page 133: 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 134: Touch Screen

    Sleep mode. 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 https://support.hp.com/us-en/document/c03488148 120 Chapter 8 Troubleshooting guide...

  • Page 135: 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 136: Keyboard Point Stick

    Keyboard point stick Table 8-36 Issues, possible causes, and fixes Items Procedures 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.

  • Page 137: 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 138: Wwan

    Table 8-40 Issues, possible causes, and fixes (continued) Items Procedures The sections below are intended for authorized service providers/technicians. Verify that the wireless module and its antenna cables are fully inserted and in good condition (see WLAN module removal and replacement section).
  • Page 139 Table 8-42 Issues, possible causes, and fixes (continued) Items Procedures Soft Reset (9. Soft reset (Default Settings) on page 92) and verify if USB device is recognized. Verify if USB device is recognized in Device Manager > Universal Serial Bus Controller, or USB is recognized without Yellow bang.

  • Page 140: Smart Card Reader

    Smart card reader Table 8-43 Issues, possible causes, and fixes Items Procedures Symptoms Possible causes Not recognized Physical damage, incorrect insertion, dirt, driver, malfunctioning card reader. ● NOTE: Some cards have a read/write security switch on the card. Make sure that ●...

  • Page 141: 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 142: Thunderbolt (Tb)

    Thunderbolt (TB) Table 8-45 Issues, possible causes, and fixes Items Procedures 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 143: 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 144: 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 145: Read-Write Error

    142). 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 142 detailed troubleshooting steps.

  • Page 146: 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 147: Mechanical

    Verify thermal condition: Check fan and connection. Reseat fan cable. Be sure that no obstructions or dust are in heat sink fan, fin, or vent. Test fan using HP PC Hardware Diagnostics (UEFI) tool (6. HP Hardware Diagnostics and Tools on page 86).

  • Page 148: Noise (Sound)

    Issues, possible causes, and fixes (continued) Items Procedures 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. See https://support.hp.com/us-en/document/c01657439. Noise (sound)

  • Page 149: Fan Runs Constantly

    Fan often is part of thermal solution, including heat sink, heat sink fin/muffler, and thermal grease. Fan replacement requires reboot and fan function verification using HP PC Hardware Diagnostics (UEFI) tool. For more information, see the following links: ●...

  • Page 150: 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 86).

  • Page 151: Additional Information

    Table 8-55 Issues, possible causes, and fixes (continued) Items Procedures Inspect power button on the top cover and on the system board to make sure these buttons moves freely. 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.

  • Page 152: Blinking Lights And Boot Error Codes

    Blinking lights and boot error codes The information below is from the white paper http://h10032.www1.hp.com/ctg/Manual/c04685655. 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 153: 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 154: 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 155 Primary Battery This indicates that the primary battery has very low capacity. Replace Search http://www.hp.com/support 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 156: Routine Maintenance For Performance Improvement

    Routine maintenance for performance improvement The following table presents a summary of the suggested times for performing the routine maintenance tasks described in this document. Table 8-58 Routine maintenance tasks to improve performance Tasks Weekly Monthly Occasionally Perform a system tune up. Run Windows Update.

  • Page 157: 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 158: Windows Software Development Kit (Sdk)

    Windows Software Development Kit (SDK) Download the SDK from the following link: https://dev.windows.com/en-US/downloads/windows-10-sdk Set up the SDK in the configuration window (Windows 10 shown). Select features to install. 144 Chapter 8 Troubleshooting guide...
  • Page 159 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. ● Additional information 145...
  • Page 160 Open the crash dump file. 146 Chapter 8 Troubleshooting guide...
  • Page 161 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. Additional information 147...

  • Page 162: 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 163: 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 164: 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 to a ZIF connector, rotate the latch to 90 degrees, push the cable completely, evenly into the connector, and then close the latch.
  • Page 165 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 166 For more information about cable management, see Cable management on page 149. 152 Chapter 8 Troubleshooting guide...

  • Page 167: Computer Setup (Bios), Tpm, And Hp Sure Start

    Use extreme care when making changes in Computer Setup. Errors can prevent the computer from operating properly. Starting Computer Setup Turn on or restart the computer, and when the HP logo appears, press to enter Computer Setup. ▲ Navigating and selecting in Computer Setup ●...

  • Page 168: Updating The Bios

    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 169: Changing The Boot Order Using The F9 Prompt

    For any compliance issues arising from your operation/usage of TPM which violates the above mentioned requirement, you shall bear all the liabilities wholly and solely. HP will not be responsible for any related liabilities.

  • Page 170: Using Hp Sure Start (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 171: 10 Using Hp Pc Hardware Diagnostics

    The tool runs within the Windows operating system in order to diagnose hardware failures. If HP PC Hardware Diagnostics Windows is not installed on your computer, first you must download and install it. To download HP PC Hardware Diagnostics Windows, see...

  • Page 172: Downloading The Latest Hp Pc Hardware Diagnostics Windows Version

    If your PC will not boot into Windows, you can use HP PC Hardware Diagnostics UEFI to diagnose hardware issues.

  • Page 173: Starting Hp Pc Hardware Diagnostics Uefi

    Downloading HP PC Hardware Diagnostics UEFI to a USB flash drive Downloading HP PC Hardware Diagnostics UEFI to a USB flash drive can be useful in the following situations: HP PC Hardware Diagnostics UEFI is not included in the preinstall image.

  • Page 174: Using Remote Hp Pc Hardware Diagnostics Uefi Settings (Select Products Only)

    Find out more. Downloading Remote HP PC Hardware Diagnostics UEFI NOTE: HP Remote PC Hardware Diagnostics UEFI is also available as a Softpaq that can be downloaded to a server. Downloading the latest Remote HP PC Hardware Diagnostics UEFI version To download the latest Remote HP PC Hardware Diagnostics UEFI version, follow these steps: Go to http://www.hp.com/go/techcenter/pcdiags.
  • Page 175 Display status information about the diagnostics run previously. ● To customize Remote HP PC Hardware Diagnostics UEFI settings, follow these steps: Turn on or restart the computer, and when the HP logo appears, press to enter Computer Setup. Select Advanced, and then select Settings.

  • Page 176: 11 Backing Up, Restoring, And Recovering

    You must be connected to the Internet to access the Get Help app. Using the HP Cloud Recovery Download Tool to create recovery media (select products only) You can use the HP Cloud Recovery Download Tool to create HP Recovery media on a bootable USB flash drive. To download the tool: ▲...

  • Page 177: Restoring And Recovery

    HP Recovery media is used to recover the original operating system and software programs that were installed at the factory. On select products, it can be created on a bootable USB flash drive using the HP Cloud Recovery Download Tool. For details, see...

  • Page 178: 12 Specifications

    12 Specifications Computer specifications Table 12-1 Computer specifications Metric U.S. Dimensions Length 234.0 mm 9.22 in. Width 326.0 mm 12.84 in. Height (non-touch) 17.9 mm 0.71 in. Height (touch) 18.1 mm 0.72 in. Weight Models with UHD panel 1.48 kg 3.27 lbs Models with FHD panel 1.61 kg...

  • Page 179: 35.6 Cm (14.0 In.) Display Specifications

    35.6 cm (14.0 in.) display specifications Table 12-2 Display specifications Metric U.S. Active diagonal size 35.6 cm 14.0 in. Resolution FHD: 1920 × 1080 UHD: 3840 × 2160 Surface treatment Anti-glare (except touch screen) Brightness FHD (45% CG): 250 nits FHD (72% CG): 400 nits or 950 nits UHD: 400 nits or 600 nits Viewing angle...

  • Page 180: M.2 Pcie Solid-State Drive Specifications

    M.2 PCIe solid-state drive specifications Table 12-3 M.2 PCIe solid-state drive specifications 256 GB* 512 GB* 1 TB* Dimensions Height 1 mm 1 mm 1 mm Length 50.8 mm 50.8 mm 50.8 mm Width 28.9 mm 28.9 mm 28.9 mm Weight <...

  • Page 181: M.2 Sata Solid-State Drive Specifications

    M.2 SATA solid-state drive specifications Table 12-4 M.2 SATA solid-state drive specifications 128 GB* 256 GB* 512 GB* Height 1.35 mm 1.35 mm 1.35 mm Weight < 10 g < 10 g < 10 g Form factor M.2 2280-D2-B-M M.2 2280-D2-B-M M.2 2280-D2-B-M Transfer rate up to 540 MB/sec...

  • Page 182: 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 V ac, or from 220 to 240 V 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 183: Requirements For Specific Countries And Regions

    Requirements for specific countries and regions Table 13-1 Power cord requirements for specific countries and regions Country/region Accredited agency Applicable note number Argentina IRAM Australia Austria Belgium CEBEC Brazil ABNT Canada Chile Denmark DEMKO Finland FIMKO France Germany India Israel Italy Japan The Netherlands...
  • Page 184 Table 13-1 Power cord requirements for specific countries and regions (continued) Country/region Accredited agency Applicable note number The flexible cord must be Type SVT/SJT or equivalent, No. 18 AWG, 3-conductor. The wall plug must be a two-pole grounding type with a NEMA 5-15P (15 A, 125 V ac) or NEMA 6-15P (15 A, 250 V ac) configuration. CSA or C-UL mark. UL file number must be on each element.

  • Page 185: 14 Statement Of Memory Volatility

    Intel-based and AMD-based system boards contain nonvolatile memory subcomponents as originally shipped from HP, assuming that no subsequent modifications have been made to the system and assuming that no applications, features, or functionality have been added to or installed on the system.
  • Page 186 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 187: 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 computer configuration data for select...
  • Page 188 A utility must be used for the Computer Setup (BIOS) or writing data to this a 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 189: 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 190: 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 191: 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 192: Index

    Index Symbols/Numerics buttons display bezel `product description left touchpad 11 removal 69 RJ-45 (network) 3 power 13 display components 10 right touchpad 11 display enclosure spare part number 24 AC adapter, spare part numbers 27 display hinge ambient light sensor board Cable Kit removal 72 spare part number 24...
  • Page 193 AC adapter and battery 8 scroll lock 16 pointing device, product battery 8 using 16 description 4 call answer 13 HP PC Hardware Diagnostics UEFI pointing stick, identifying 11 call end 13 downloading 159 ports camera 10 starting 159 HDMI 7...
  • Page 194 5 system restore point, creating 162 primary storage 2 screw kit, spare part number 28 processors 1 security cable slot, identifying 9 Thunderbolt port with HP Sleep and product name 1 security, product description 5 Charge security 5 sensors...
  • Page 195 Windows application key, identifying 15 Windows key, identifying 15 Windows tools, using 162 wireless antennas disconnecting 38, 40 wireless antennas, identifying 10 wireless certification label 19 wireless light, identifying 12, 17 wireless networking product description 3 WLAN antenna spare part number 24 WLAN antennas, identifying 10 WLAN device 19 WLAN label 19...

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