HP ZBook 17 G4 Mobile Workstation Maintenance And Service Manual
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HP ZBook 17 G4 Mobile Workstation Maintenance And Service Manual

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HP ZBook 17 G4 Mobile Workstation
HP ZBook 17 G4
Maintenance and Service Guide

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Summary of Contents for HP ZBook 17 G4 Mobile Workstation

  • Page 1 HP ZBook 17 G4 Mobile Workstation HP ZBook 17 G4 Maintenance and Service Guide...
  • Page 2 Red Hat, Inc. in the United States and other countries. Bluetooth is a trademark owned by its proprietor and used by HP Inc. under license. Intel, Pentium, and Core are trademarks of Intel Corporation in the U.S. and other countries.
  • 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 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 Locating hardware ..............................7 Locating software ..............................7 Right ..................................7 Left ..................................9 Display ................................. 10 Top ..................................11 TouchPad ............................11 Lights ..............................12 Buttons and fingerprint reader ......................
  • Page 8 5 Removal and replacement procedures for Customer Self-Repair parts ............. 29 Component replacement procedures ........................29 Service door ............................30 Battery ............................... 31 Base enclosure ..........................33 Hard drive(s) and internal frame ....................... 33 Solid-state drives (M.2) ........................38 WLAN module ............................ 40 WWAN module ...........................
  • Page 9 5. Remove or uninstall recently added hardware, software .......... 80 6. HP Hardware Diagnostics and Tools ................81 HP PC Hardware Diagnostics (UEFI) ............. 81 HP Support Assistant (HPSA) ............... 83 HP BIOS Configuration Utility (BCU) ............. 84 HP Image Diagnostic Tool ................84 HP Thermal Monitor ..................
  • Page 10 Display ............................. 115 Display anomalies ......................115 Symptom ....................115 Quick check ....................116 HP PC Hardware Diagnostics (UEFI) for video test ........116 Display assembly diagram ................. 117 Dead pixel ........................117 No video (internal) ......................117 No video (external) ....................... 118 DisplayPort/VGA ......................
  • Page 11 Cable management ......................... 153 Connector types ..........................154 8 Using HP PC Hardware Diagnostics (UEFI) ..................... 156 Downloading HP PC Hardware Diagnostics (UEFI) to a USB device ..............156 Additional BIOS crisis recovery tool ........................157 9 Specifications ............................158...
  • Page 12 Requirements for specific countries and regions ..................... 160 11 Statement of memory volatility ........................ 162 Nonvolatile memory usage ..........................164 Questions and answers ............................. 166 Using HP Sure Start (select models only) ......................167 12 Recycling ..............................168 Index ................................169...

  • Page 13: Product Description

    Product description Category Description Product Name HP ZBook 17 G4 Mobile Workstation Processors 7th Generation Intel® Core™ i5 Processor, Kaby Lake, quad-core, BGA: Core i5-7300HQ ( 2.5 GHz ( up to 3.5 GHz )/2400 MHz/ 6 MB L3 cache/45W ) Core i5-7440HQ ( 2.8 GHz ( up to 3.8 GHz )/2400 MHz/6 MB L3 cache/45W )
  • Page 14 Category Description 17.3" HD+ AG LED SVA with camera, (1600 x 900 resolution, 220nits, 60%CG, eDP, flat) 17.3" FHD AG LED UWVA, (1920 x 1080 resolution, 300nits, 72%CG, eDP, flat) 17.3" FHD AG LED UWVA with camera, (1920 x 1080 resolution, 300nits, 72%CG, dDP, flat) 17.3"...
  • Page 15 1 TB PCIe (NVMe) MLC, HP Z Turbo Drive, not available if primary M.2 SATA drive is selected 512 GB PCIe (NVMe) TLC Opal 2, HP Z Turbo Drive2, not available if primary M.2 SATA drive is selected Primary 2.5" SATA Primary 2.5"...
  • Page 16 WWAN: SIM Module (3FF/micro SIM): (user Accessible behind battery), SIM slot 100% attach Foxconn MDM9625 LTE/EVDO/HSPA+ NGFF (Amstel) Foxconn HP It4120 LTE/EVDO/HSPA+ w/GPS M.2 (Amstel), HP lt4120 Qualcomm® Snapdragon™ X5 LTE Mobile Broadband Module Huawei HP It4132, LTE/HSPA+ 4G w/GPS M.2 (Macan)
  • Page 17 Gestures enabled by default - 2 Finger Scrolling, 2 Finger Zoom (Pinch) Image sensor touchpad Power requirements Battery: 6-cell HP Long Life Prismatic 96 Whr (4.21 Ahr), 606080 AC adapter (4.5mm DC jack) 200W SLIM Smart AC Adapter Power Cord (localized) 3-wire plug (with ground pin) (C13) (1.8m)
  • Page 18 Category Description Supports "No Fingerprint Reader" option Integrated Smart Card Reader (Active) (Alcor), 100% attach BIOS Preboot power on - BIOS option (Password, Fingerprint) Drive Encryption preboot option - (Password, Fingerprint, Selected Smartcards) Operating system Windows 10 - Redstone 1 Preinstalled: Win 10 Home 64 High-end Win 10 Home 64 High-end Single Language...

  • Page 19: External Component Identification

    External component identification Locating hardware To find out what hardware is installed on your computer: ▲ Type device manager in the taskbar search box, and then select the Device Manager app. A list displays all the devices installed on your computer. For information about system hardware components and the system BIOS version number, press fn+esc (select products only).
  • Page 20 Regulatory, 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.

  • Page 21: Left

    Left Component Description Security cable slot Attaches an optional security cable to the computer. NOTE: The security cable is designed to act as a deterrent, but it may not prevent the computer from being mishandled or stolen. RJ-45 (network) jack/status lights Connects a network cable.

  • Page 22: 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 23: Top

    TouchPad Component Description Pointing stick Moves the pointer and selects or activates items on the screen. Left pointing stick button Functions like the left button on an external mouse. TouchPad on/off button Turns the TouchPad on and off. TouchPad zone Reads your finger gestures to move the pointer or activate items on the screen.

  • Page 24: 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 25: Buttons And Fingerprint Reader

    Buttons 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 briefly to exit Sleep.

  • Page 26: Special Function Keys

    Special function keys Component Description Displays system information when pressed in combination with key. Executes frequently used system functions when pressed in combination with a function key, the num lock key, or the key. Using the hot keys on page Windows key Opens the Start menu.

  • Page 27: Using The Hot Keys

    Using the hot keys To use a hot key: ▲ Press the key, and then press the correct function key represented by the icons below. 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 28: Bottom

    If you replace the module and then receive a warning message, remove the module to restore computer functionality, and then contact support. Type support in the taskbar search box, and then select the HP ▲ Support Assistant app.

  • Page 29: Front

    Drive light ● Blinking white: The hard drive is being accessed. ● Amber: HP 3D DriveGuard has temporarily parked the hard drive. Speakers Produce sound. Locating system information Important system information is located on the bottom edge of the tablet or on the keyboard base. You may...
  • Page 30 Using Windows, briefly press the fn+esc key combination to display the System Information screen, which provides the product name and serial number of your computer, as well as information about the memory, processor, BIOS, and keyboard. Chapter 2 External component identification...

  • Page 31: 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 32 Item Component Spare part number Display panel (See Display assembly subcomponents on page Keyboard (See ) 848311-001 Top cover 929011-001 System board (see System board on page Memory (See Memory module on page Chapter 3 Illustrated parts catalog...
  • Page 33 Item Component Spare part number Heat sink for models with UMA graphics (see Heat sink on page Graphics board (see Discrete graphics board on page Heat sink (see Heat sink on page Fan (see Fan on page (10) Fan (see Fan on page (11) Solid-state drives (2) (see...

  • Page 34: Display Assembly Subcomponents

    Display assembly subcomponents Item Component Spare part number Bezel LCD bezel with magnet FHD 17 848368-001 LCD bezel with camera 850119-001 Panel LCD HU 17.3 FHD UWVA AG with camera and touch screen 921322-001 Display HU DRM3 UHD UWVA 921323-001 Display HU DRM3 UHD UWVA f/CAM 921324-001 Raw panel 17.3 FHDAGWLEDUWVA300eDP Flat AK...

  • Page 35: Miscellaneous Parts

    HP USB-C to DisplayPort adapter 831753-001 200W PFC SMART 4.5mm SLIM 3P AC adapter 835888-001 Cable kit 848372-001 HP ZBook Thunderbolt 3 power cable A 855116-001 HP Business Top Load Case 718550-001 HP Executive Slim Top Load Case 838256-001 HP Elite USB-C Docking Station...

  • Page 36: 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: ● Flat-bladed screwdriver ● Magnetic screwdriver Phillips P0 and Torx8 T8 screwdrivers ● Service considerations The following sections include some of the considerations that you must keep in mind during disassembly and assembly procedures.

  • Page 37: 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 38: 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 39: 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 40: 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 41: Removal And Replacement Procedures For Customer Self-Repair Parts

    Self-Repair is supported in your location. 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. Component replacement procedures...

  • Page 42: Service Door

    Service door Description Spare part number Service door 906121-001 Before removing the service door, 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 43: Battery

    WARNING! To reduce potential safety issues, use only the user-replaceable battery provided with the computer, a replacement battery provided by HP, or a compatible battery purchased from HP. CAUTION: Removing a user-replaceable battery that is the sole power source for the computer can cause loss of information.
  • Page 44 Remove the battery cable: ▲ Release the battery cable from the guides (1), disconnect the battery cable from the system board (2), and then remove the cable (3). Reverse this procedure to install the battery cable and the battery. Chapter 5 Removal and replacement procedures for Customer Self-Repair parts...

  • Page 45: Base Enclosure

    Base enclosure Description Spare part number Base enclosure 906112-001 Before removing the base enclosure, 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 46 Description Spare part number 500 GB 7200 RPM RAW 7mm 703267-002 500 GB 5400 RPM SATA RAW Hybrid 8 GB cache 7 mm 732000-002 1 TB 7200 RPM SATA RAW 9.5 mm 766644-002 500 GB 7200 RPM SATA FIPS RAW 7 mm 820572-002 500 GB 7200 RPM SATA RAW SED 7 mm 820573-002...
  • Page 47 Lift the tab (4), and remove the primary hard drive (5). If it is necessary to replace the hard drive connector adapter on the primary hard drive, slide the adapter (1) off of the front end of the hard drive, and then remove the cable from the adapter (2). Remove the internal frame: ▲...
  • Page 48 Loosen the four captive screws (3) that secure the hard drive to the bottom cover. Lift the tab (4), and remove the primary hard drive (5). Remove the hard drive bracket(s): If it is necessary to replace the primary hard drive bracket, remove 4 screws (2) from the hard drive, and then lift the bracket straight up (3) to remove the bracket from the hard drive.
  • Page 49 If it is necessary to replace the secondary hard drive bracket, remove the connector from the bracket (1), remove 4 screws (2) from the hard drive, and then lift the bracket straight up (3) to remove the bracket from the hard drive. Reverse this procedure to reassemble and install the hard drive(s) and the internal frame.

  • Page 50: Solid-State Drives (M.2)

    Solid-state drives (M.2) Description Spare part number 256 GB, Turbo Drive, G2, MLC 921331-001 512 GB, M2 SATA-3, FIPS, TLC 921332-001 256 GB, SATA-3 self-encrypting drive (SED), Opal 2, TLC 921333-001 256 GB, Turbo Drive, G2, TLC 921334-001 512 GB, Turbo Drive, G2, MLC 921335-001 512 GB, Turbo Drive, G2, self-encrypting drive (SED), Opal 2, TLC 921336-001...
  • Page 51 Reverse this procedure to install the solid-state drive. Component replacement procedures...

  • Page 52: Wlan Module

    WLAN module Description Spare part number Intel Dual Band Wireless-AC 8265 3rd Gen Intel 802.11ac, Dual Band, 2x2 Wi-Fi + Bluetooth 4.2 910264-852 Intel Dual Band Wireless-AC 8265 3rd Gen Intel 802.11ac, Dual Band, 2x2 Wi-Fi + Bluetooth 4.2 (non- 918855-852 vPro) CAUTION:...
  • Page 53 Remove the WLAN module (3) by pulling the module away from the slot at an angle. NOTE: If the WLAN antenna cables are not connected to the terminals on the WLAN module, protective sleeves should be installed on the antenna connectors, as shown in the following illustration. Reverse this procedure to install the WLAN module.

  • Page 54: Wwan Module

    WWAN module NOTE: The WWAN module and the WLAN module are not interchangeable. Description Spare part number T77W595 LTE M.2 with GPS 800870-001 HSPA+M.2 918670-852 ME906S LTE with GPS M.2 918671-852 Before removing the WWAN 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 55 Remove the WWAN module (3) by pulling the module away from the slot. 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: Memory Module

    To update BIOS: Navigate to http:\\www.hp.com. Select Support > Support & drivers. In the Enter my HP model number box, type the computer model information, and then select Find my product. -or- Select Identify now. Select the link for the computer model.
  • Page 57 Hard drive(s) and internal frame (see Hard drive(s) and internal frame on page 33). Solid-state drive(s) (see Solid-state drives (M.2) on page 38). WLAN module (see WLAN module on page 40). WWAN module (see WWAN module on page 42). Remove the memory module: Identify the location of the memory module slots (1) –...
  • Page 58 Remove the memory module (2) by pulling the module away from the slot at an angle. Reverse this procedure to install a memory module. Chapter 5 Removal and replacement procedures for Customer Self-Repair parts...

  • Page 59: Removal And Replacement Procedures For Authorized Service Provider Parts

    Users who access these parts can damage the computer or void the warranty. 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. Component replacement procedures There are as many as 88 screws that must be removed, replaced, and/or loosened when servicing the parts described in this chapter.

  • Page 60: Rtc Battery

    RTC battery Description Spare part number RTC battery (includes cable and double-sided adhesive) 922847-001 Before removing the RTC battery, 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 61: Speakers

    Speakers Description Spare part number Speakers (includes cable) 848361-001 Before removing the speakers, 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 62: Touchpad

    TouchPad Description Spare part number TouchPad module (includes cable) 924810-001 Before removing the TouchPad, 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 63: Smart Card Reader And Frame

    Reverse this procedure to install the TouchPad. Smart card reader and frame Description Spare part number Smart card reader Before removing the smart card reader, 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 64 Disconnect the smart card reader cable from the system board (1), lift the cable (2), remove 2 Phillips screws (3), and then lift the smart card reader to remove it (4). Reverse this procedure to install the smart card reader. Chapter 6 Removal and replacement procedures for authorized service provider parts...

  • Page 65: Fingerprint Reader Board

    Fingerprint reader board Description Spare part number Fingerprint reader board bracket (part of the bracket kit) 848360-001 Fingerprint reader board 850116-001 Before removing the fingerprint reader board, 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 66: Fan

    Release the fingerprint reader (6) from the double-sided tape and remove it from the computer. Reverse this procedure to install the fingerprint reader board. Description Spare part number CPU fan (includes replacement thermal material) 848377-001 GPU Fan (includes replacement thermal material) (This fan is included as a blank for models with UMA graphics memory.): ●...
  • Page 67 WWAN module (see WWAN module on page 42). Speakers (see Speakers on page 49). Remove the CPU (right) fan: Release the fan connection (1) on the CPU (right) fan, and then loosen the two captive screws (2) securing the CPU fan to the computer. Release the display cable (3) and remove it from the guides around the fan, and then remove the fan (4) from the computer.

  • Page 68: Heat Sink

    Release the WWAN cable and WLAN cable (3) from the routing around the fan, and then remove the fan (4) from the computer. Reverse this procedure to install the CPU (right) and GPU (left) fans. Heat sink Description Spare part number Heat sink for use only with models with NVIDIA N17EQ1 discrete graphics memory 922842-001 Heat sink for use only with models with NVIDIA N17PQ1 discrete graphics memory...
  • Page 69 Hard drive(s) and internal frame (see Hard drive(s) and internal frame on page 33). Fans (see Fan on page 54). Remove the heat sink: Heat sink for use with models with discrete graphics memory Remove the screws in the order shown (1 – 8) and then remove the heat sink (9) from the system board. Component replacement procedures...
  • Page 70 The following illustration shows the replacement thermal material locations. 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 and system board spare part kits.

  • Page 71: Discrete Graphics Board

    The following illustration shows the replacement thermal material locations. 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 and system board spare part kits.

  • Page 72: Display Led Board

    Service door (see Service door on page 30). Battery (see Battery on page 31). Base enclosure (see Base enclosure on page 33). Hard drive(s) (see Hard drive(s) and internal frame on page 33). Fans (see Fan on page 54). Heat sink (see Heat sink on page 56).
  • Page 73 Service door (see Service door on page 30). Battery (see Battery on page 31). Base enclosure (see Base enclosure on page 33). Hard drive(s) and internal frame (see Hard drive(s) and internal frame on page 33). RTC battery (see RTC battery on page 48).

  • Page 74: Keyboard

    Keyboard For use in country or region Spare part For use in country or region number Spare part number Keyboard with backlight: For use in Belgium 848311-A41 For use in Northwest Africa 848311-FP1 For use in Brazil 848311-201 For use in Norway 848311-091 For use in Bulgaria 848311-261...
  • Page 75 Insert a thin tool (2) into the keyboard release hole beside the second fan, and then press on the back of the keyboard until the keyboard disengages from the computer. Swing the keyboard up and forward until it rests upside down on the palm rest. Open the ZIF connector (1) on the system board to release the keyboard ribbon cable.

  • Page 76: System Board

    Remove the keyboard (4). Reverse this procedure to install the keyboard. System board NOTE: The system board spare part kit includes battery connector bracket and replacement thermal material. All system boards use the following part numbers: xxxxxx-001: Windows 7 or non-Windows operating systems xxxxxx-601: Windows 10 operating system Description Spare part number...
  • Page 77 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. Disconnect all external devices from the computer.
  • Page 78 Remove the eight Phillips screws (1) securing the system board edges. Remove the two Phillips screws (2) securing the system board. Remove the two Phillips screws (3) securing the display cable bracket, and then remove the bracket (4). NOTE: Use flat tool under the connector to remove evenly. Do not pull on the cable to remove. Release the connector (5) for the display cable.
  • Page 79 Lift the side of the system board (1) and slide system board (2) at angle away from the computer to remove it. Reverse this procedure to install the system board. Component replacement procedures...

  • Page 80: Display Assembly

    Display assembly NOTE: The Dream Color display assembly is spared as a whole unit assembly only. The LED display assembly is spared at the subcomponent level only. For more LED display assembly spare part information, see the individual removal subsections. Description Spare part number 17.3 FHD, UWVA AG with camera and touch screen...
  • Page 81 Separate the display from the computer (2). If it is necessary to replace the display bezel or any of the LED display assembly subcomponents: Use a plastic tool to disengage the bezel starting at the top (1), left and right sides (2), and bottom (3).
  • Page 82 CAUTION: Before turning the display panel upside down, make sure the work surface is clear of tools, screws, and any other foreign objects. Failure to follow this caution can result in damage to the display panel. Lift the top edge of the display panel (2) and swing it up and forward until it rests upside down in front of the display enclosure.
  • Page 83 NOTE: The webcam module and microphone module are similar in appearance and installed in the same location. The removal procedures are the same for both modules. CAUTION: Handle the module with caution. This module has a thin profile and is susceptible to damage when not handled carefully.
  • Page 84 Remove the Phillips screw (2) securing the board, and then remove the board (3) from the display enclosure. If it is necessary to replace the display hinges: Remove the two outer screws (1) and the six Phillips screws (2) that secure each display hinge to the display enclosure.
  • Page 85 If it is necessary to replace the WLAN antennas: Lift and remove the WLAN antennas (1) off the display enclosure. Release the antenna cables (2) from the routing path of the display enclosure. Remove the WLAN antennas (3) from the bottom of the display enclosure. The antennas are available using spare part number 848346-001.

  • Page 86: Top Cover

    Disconnect the end of the display cable (1) from the connector securing it to the display enclosure. Disconnect display cable (2) from the small connector securing it to the display enclosure. Release the cable (3) from the routing path along the display enclosure. Remove the cable (4).

  • Page 87: 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 88: 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 89: 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 90 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 114 Incorrect time and date on page 114 a,b,c similar symptoms...

  • Page 91: Examine The Environment

    Fan runs constantly on page 117 error) on page 133 on page 138 TouchPad on page 123 No video (external) Read-write error HP Thermal Monitor on page 118 on page 134 Network Connectivity on page 84 Ethernet (RJ-45 jack) DisplayPort/VGA...

  • Page 92: 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 93: 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 94 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).” Chapter 7 Troubleshooting guide...

  • Page 95: 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 http://www.hp.com/go/...

  • Page 96: 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 97: 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 98: 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 99: Post Error Messages

    Major/ Caps Component minor Lock/Num tested code Error condition Lock LED Action BIOS The main area (DXE) of BIOS has CAP/NUM Blink Contact service for system board replacement. become corrupted and there is no recovery binary image available The embedded controller policy CAP/NUM Blink Perform SureStart manual recovery if boot requires the user to enter a key...
  • Page 100 See Checking the Status of the Battery” http://h20566.www2.hp.com/hpsc/doc/public/display? docLocale=en_US&docId=emr_na-c00821536 for details on using the HP Support Assistant to verify the battery capacity and, if necessary, order a replacement. Wireless Modules Not installed or responding Reseat the wireless LAN adapter module and antennas.

  • Page 101: Power Good (Troubleshooting) Lights

    Check for a BIOS update. Power Good (Troubleshooting) lights HP has added troubleshooting power lights to mobile workstations 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 102: 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 103: 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 104: 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 105: Safe Mode

    ● ● HP PCs – Windows Safe Mode (Windows 10, 8): http://support.hp.com/us-en/document/c03439317 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 106: 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 107: 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 108: 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 77 tables.
  • Page 109 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 110: Intermittent Power-On, Shutdown, Reboot

    In essential hardware configuration, mWS G1 and G2 may require discrete GPU to boot. However, mWS G3 can boot with integrated graphics. See “Overview of How to Troubleshoot Problems When a Computer Does Not Start Up or Boot Properly” at http://h20566.www2.hp.com/hpsc/doc/public/display? docLocale=en_US&docId=emr_na-c01443371 Intermittent power-on, shutdown, reboot Symptoms Possible causes ●...
  • Page 111 If system boots, reinstall nonessential hardware one component at a time to isolate issue. If system does not boot, replace essential hardware with verified working parts, one component at a time. If system still does not boot, replace system board. Common issues and possible solutions...

  • Page 112: 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 113 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 114: Battery Discharges Too Fast

    (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 (Windows 10, 8, 7, Vista)” at http://support.hp.com/us-en/document/c01297640?

  • Page 115: Burnt Smell

    Perform hardware reset (8. Hard reset on page 90) 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 116: Blinking Lights

    If external video is OK, update BIOS, software, and drivers (4. Update BIOS and drivers on page 80) and perform soft reset (9. Soft reset (Default Settings) on page 91) if needed. Go to next step to verify display. Verify display ●...

  • Page 117: 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 118: 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 119: 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 120: Blue Screen

    Resolving Blue Screen errors in Windows: http://windows.microsoft.com/en-us/ windows-8/resolve-windows-blue-screen-errors 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: http://h20566.www2.hp.com/hpsc/doc/public/ display?docLocale=en_US&docId=emr_na-c00372711 Overview of General Troubleshooting Steps for a blue screen error...
  • Page 121 81) 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 122: Freeze At Windows Logo (Hang/Lockup)

    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). ● Attempt to boot to operating system and freeze/hang at Windows logo ●...

  • Page 123: Electromagnetic Interference (Emi)

    92) along with a verified working operating system (i.e., USB Windows-To-Go ) if available to isolate the software issue. Tips and tricks For more information, see “HP PCs - Using Task Manager (Windows 10, 8)” at http://support.hp.com/us-en/document/c03671001. Electromagnetic Interference (EMI)

  • Page 124: 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 85) is blinking (indicating Sleep state).

  • Page 125: Unresponsive

    Also see Slow performance on page 134. Tips and tricks See “Improving System Performance” at http://h20564.www2.hp.com/hpsc/doc/public/ display?docLocale=en_US&docId=emr_na-c00816938 (see Routine Maintenance for Performance Improvement on page 146). See “Tips to free up drive space on your PC” at http://windows.microsoft.com/en-us/...

  • Page 126: Hp Smart Adapter Warning Message

    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.

  • Page 127: 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 128: 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 129: 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 152 for the HP dead pixel policy.

  • Page 130: No Video (External)

    80). Update BIOS and drivers (4. Update BIOS and drivers on page 80) when sound is heard but no video on HDTV. References HP Notebook PCs - Troubleshooting HDMI Display and Sound Issues: http://support.hp.com/us- en/document/c01186408 118 Chapter 7 Troubleshooting guide...

  • Page 131: 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 132: 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): http://support.hp.com/us-...

  • Page 133: 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 134: 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 135: 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 136: Network Connectivity Wireless (Wlan)

    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 137: 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 138: 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 139: 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 140: 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 141: 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 142: Thunderbolt 3 Dock

    Troubleshooting steps Important: review dock user guide and documents in references section for best practices. Refer to “HP Elite Dock with Thunderbolt 3 and HP ZBook Dock with Thunderbolt 3 - Using and Troubleshooting the Dock” at http://h20565.www2.hp.com/hpsc/doc/public/display? sp4ts.oid=9822172&docLocale=en_US&docId=emr_na-c05060909 for detailed instructions on how to troubleshoot common problems.

  • 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 144 132 Chapter 7 Troubleshooting guide...

  • Page 145: 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 146: Read-Write Error

    146). 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 146 detailed troubleshooting steps.

  • Page 147: 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 148: 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. 136 Chapter 7 Troubleshooting guide...

  • Page 149: Noise (Sound)

    See “Reducing Heat Inside the PC to Prevent Overheating” at http://h20564.www2.hp.com/ hpsc/doc/public/display?docLocale=en_US&docId=emr_na-c01657439. 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 150: 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: http://support.hp.com/us-en/document/c01007591http://h20564.www2.hp.com/ hpsc/doc/public/display/docLocale=en_US&docId=emr_na-c01657439. 138 Chapter 7 Troubleshooting guide...

  • Page 151: 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 81).

  • Page 152: Stuck Power Button

    Stuck power button Symptoms Possible causes ● Rear power indicator light is on Sticky or defective power button. Will not turn on when power ● Troubleshooting steps button is pressed General actions ● Automatically powers on Perform a hard reset (8.
  • Page 153 SSD–Solid-state drive TSG–Troubleshooting Guide UEFI–Unified Extensible Firmware Interface WLAN–Wireless local area network WWAN–Wireless wide area network Additional information 141...

  • Page 154: 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” at 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 155: 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 156: 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 157 Replace “Checking the Status of the Battery” at http://h20566.www2.hp.com/ hpsc/doc/public/display?docLocale=en_US&docId=emr_na-c00821536 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. See Replace “Checking the Status of the Battery”...

  • Page 158: Routine Maintenance For Performance Improvement

    Routine Maintenance for Performance Improvement See “HP Notebook PCs - Improving the Performance of Your Computer” at http://h20564.www2.hp.com/ hpsc/doc/public/display?docLocale=en_US&docId=emr_na-c00816938. The following table presents a summary of the suggested times for performing the routine maintenance tasks described in this document. Tasks...

  • Page 159: 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 160: 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. 148 Chapter 7 Troubleshooting guide...
  • Page 161 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 149...
  • Page 162 Open the crash dump file. 150 Chapter 7 Troubleshooting guide...
  • Page 163 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 151...

  • Page 164: 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 165: 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 166: 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 167 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 168: Using Hp Pc Hardware Diagnostics (Uefi)

    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 169: Additional Bios Crisis Recovery Tool

    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 170: Specifications

    Specifications Computer specifications Metric U.S. Dimensions Width 42 cm 16.5 in Depth 28 cm 11 in Height (front to back) 3.33 cm 1.31 in Weight 3.52, 3.55, or 3.63 kg (depending 7.75, 7.85, or 8.0 lb. (depending on configuration) on configuration) Input power Operating voltage and current 19.5 V dc @ 10.3 A –...

  • Page 171: 10 Power Cord Set Requirements

    10 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 172: Requirements For Specific Countries And Regions

    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 KEMA New Zealand SANZ Norway NEMKO The People's Republic of China Saudi Arabia SASO...
  • Page 173 Country/region Accredited agency Applicable note number The appliance coupler, flexible cord, and wall plug must bear a “T” mark and registration number in accordance with the Japanese Dentori Law. The flexible cord must be Type VCTF, 3-conductor, 0.75 mm² or 1.25 mm² conductor size. The wall plug must be a two-pole grounding type with a Japanese Industrial Standard C8303 (7 A, 125 V ac) configuration.

  • Page 174: 11 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 175 Reboot the system. If the system has a Trusted Platform Module (TPM) and/or fingerprint reader, one or two prompts will appear—one to clear the TPM and the other to Reset Fingerprint Sensor; press or tap to accept or to reject. Remove all power and system batteries for at least 24 hours.

  • Page 176: 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 177 Fingerprint reader 512 KByte flash Stores Fingerprint reader memory is Only a digitally signed fingerprint programmed by user application can make the templates. enrollment in HP call to write to the flash. ProtectTools Security Manager. Nonvolatile memory usage 165...

  • Page 178: 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 179: 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 180: 12 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 181: Index

    14 HP USB-C to DisplayPort adapterr, calibiration board Ethernet, product description 4 spare part numbers 23 removal 71 external monitor port 8 HP ZBook Thunderbolt 3 power cable caps lock light, identifying 12 A, spare part number 23 Index 169...
  • Page 182 locating information power connector, identifying 8 integrated numeric keypad, hardware 7 power cord identifying 14 software 7 requirements for all countries integrated webcam light, identifying 10 requirements for specific memory internal frame countries and regions 160 nonvolatile 162 spare part number 21 set requirements 159 spare part number 20 internal microphones, identifying...
  • Page 183 RTC battery top cover removal 48 spare part number 74 spare part number 21, 48 TouchPad buttons 11 removal 50 security cable slot, identifying 9 spare part number 21, 50 security, product description 5 TouchPad light, identifying 12 serial number 17 TouchPad on/off button, serial number, computer 17 identifying 11...

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