HP ZBook Studio x360 G5 Maintenance And Service Manual
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HP ZBook Studio x360 G5 Maintenance And Service Manual

Mobile workstation
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HP ZBook Studio x360 G5 Mobile
Workstation
Maintenance and Service Guide
IMPORTANT! This document is intended for
HP authorized service providers only.

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Summary of Contents for HP ZBook Studio x360 G5

  • Page 1 HP ZBook Studio x360 G5 Mobile Workstation Maintenance and Service Guide IMPORTANT! This document is intended for HP authorized service providers only.
  • Page 2 HP Inc. under license. bound by the terms of the HP End User License Not all features are available in all editions of Intel and Xeon are trademarks of Intel Agreement (EULA).
  • Page 3 Safety warning notice WARNING! To reduce the possibility of heat-related injuries or of overheating the computer, do not place the computer directly on your lap or obstruct the computer air vents. Use the computer 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 4 Safety warning notice...

  • Page 5: Table Of Contents

    Table of contents 1 Product description ............................1 2 Components ..............................6 Right ..................................6 Left ..................................8 Display ..................................9 Keyboard area ..............................10 TouchPad ............................10 Lights ..............................11 Button, speakers, and fingerprint reader ..................12 Special keys ............................13 Action keys ............................
  • Page 6 Remotely deploying BIOS and drivers ............79 Analyze the issue ..........................79 5. Remove or uninstall recently added hardware, software .......... 79 6. HP Hardware Diagnostics and Tools ................80 HP PC Hardware Diagnostics (UEFI) ............. 80 HP Support Assistant (HPSA) ............... 82 HP BIOS Configuration Utility (BCU) .............
  • Page 7 HP Thermal Monitor ..................83 Non HP diagnostics tools ................83 7. Status lights, blinking light codes, troubleshooting lights, and POST error messages ........................84 Status lights ....................84 Blinking light codes ..................85 POST error messages ................... 85 Resolve the issue ..........................86 8.
  • Page 8 Display ............................. 109 Display anomalies ......................109 Symptom ....................109 Quick check ....................110 HP PC Hardware Diagnostics (UEFI) for video test ........111 Display assembly diagram ................. 112 Dead pixel ........................112 No video (internal) ......................112 No video (external) ....................... 113 DisplayPort/VGA ......................
  • Page 9 Display Issue: Pixel Anomalies ......................143 Cable management ......................... 144 Connector types ..........................145 7 Computer Setup (BIOS), TPM, and HP Sure Start ................... 147 Using Computer Setup ............................147 Starting Computer Setup ........................ 147 Using a USB keyboard or USB mouse to start Computer Setup (BIOS) ......147 Navigating and selecting in Computer Setup .................
  • Page 10 Using HP PC Hardware Diagnostics UEFI ......................152 Starting HP PC Hardware Diagnostics UEFI ..................153 Downloading HP PC Hardware Diagnostics UEFI to a USB flash drive ..........153 Downloading the latest HP PC Hardware Diagnostics UEFI version ......153 Downloading HP PC Hardware Diagnostics UEFI by product name or number (select products only) ....................
  • Page 11 12 Power cord set requirements ........................170 Requirements for all countries .......................... 170 Requirements for specific countries and regions ..................... 171 13 Recycling ..............................173 Index ................................174...

  • Page 13: Product Description

    Product description Category Description Product name HP ZBook Studio x360 G5 Mobile Workstation Processor 8th generation Intel® Core™ processors i7-8850H (2.6-GHz, turbo up to 4.3 GHz, 2400-MHz/9-MB L3 cache, six core, 45 W, Intel UHD Graphics 630 GPU) i7-8750H (2.2-GHz, turbo up to 4.1 GHz, 2400-MHz/9-MB L3 cache, six core, 45 W, Intel UHD Graphics 630 GPU) i5-8400H (2.5-GHz, turbo up to 4.2 GHz, 2400-MHz/8-MB L3 cache, quad core, 45 W, Intel UHD Graphics...
  • Page 14 Category Description Full high-definition (FHD)(1920×1080), UWVA, 650 nits, 72% CG, uslim, privacy, with HD+IR camera Chemically-strengthened Gorilla glass top cover. Memory Two customer-accessible/upgradable memory module slots DDR4-2666 dual channel support Supports up to 32 GB of non-ECC system RAM in the following configurations (Intel Core and Xeon processors): ●...
  • Page 15 256 GB, TLC, Opal 2 Camera HD camera, 720p IR/RGB 720p FHD camera (select models only) Audio HP Bang & Olufsen Audio (Conexant CX8400) HP Noise Cancellation Software HP Clear Sound Amp Skype for Business Certification Intel SST Audio Microphone (dual array)
  • Page 16 Integrated WWAN options with dual antennas (world wide 5 band, configured at top of panel on all models except UHD) Support for the following WWAN formats: ● LTE CAT4: Huawei HP lt4132, LTE/HSPA+ w/GPS M.2 LTE CAT9: Fibocom lt4210 LTE/HSPA+ w/GPS ● NFC (select models only): NFC Mirage WNC XRAV-1 (NXP NPC300 I2C 10mm ×...
  • Page 17 Category Description Touch fingerprint sensor (select models only) Drive encryption preboot option - password, fingerprint, selected smart cards BIOS preboot power on - BIOS option (password, fingerprint) Operating system Operating system version: Windows 10, RS3 Preinstalled: Windows 10 Home 64 Plus Windows 10 Home 64 Plus Single Language Windows 10 Home 64 High-End Chinese Market CPPP Windows 10 Pro 64...

  • Page 18: Components

    For additional safety information, refer to the Regulatory, Safety, and Environmental Notices. To access this guide: Select the Start button, select HP Help and Support, and ▲ then select HP Documentation. ‒ or –...
  • Page 19 High Definition Multimedia Interface (HDMI) device. USB Type-C power connector and Connect an AC adapter that has a USB Type-C connector, Thunderbolt™ ports (2) with HP Sleep and supplying power to the computer and, if needed, charging the Charge computer battery.

  • Page 20: Left

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

  • Page 21: Display

    For wireless regulatory notices, see the section of the Regulatory, Safety, and Environmental Notices that applies to your country or region. To access this guide: Select the Start button, select HP Help and Support, and then select HP Documentation. ▲ ‒ or –...

  • Page 22: 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: ▲ Select the Start button, select HP Help and Support, and then select HP Documentation. ‒ or – Select the Start button, select HP, and then select HP Documentation. ▲...

  • Page 23: Lights

    Lights Component Description Caps lock light On: Caps lock is on, which switches the key input to all capital letters. Fn lock light On: The key is locked. Mute light ● On: Computer sound is off. ● Off: Computer sound is on. Microphone mute light ●...

  • Page 24: Button, Speakers, And Fingerprint Reader

    Button, speakers, and fingerprint reader Component Description Speakers (2) Produce sound. Fingerprint reader (select Allows a fingerprint logon to Windows, instead of a password logon. products only) Chapter 2 Components...

  • Page 25: Special Keys

    Special keys Component Description Displays system information when pressed in combination with key. Executes frequently used system functions when pressed in combination with another key. Such key combinations are called hot keys. Windows key Opens the Start menu. NOTE: Pressing the Windows key again will close the Start menu.

  • Page 26: Action Keys

    Action keys An action key performs the function indicated by the icon on the key. To determine which keys are on your product, see Special keys on page To use an action key, press and hold the key. ▲ Icon Description Switches the screen image among display devices connected to the system.
  • Page 27 Icon Description ● Starts a call during a 1-on-1 chat. Places a call on hold. ● NOTE: This feature requires Skype for Business or Lync 2013 running on Microsoft Exchange or Office 365 servers. ● Ends a call. ● Declines incoming calls. ●...

  • Page 28: Bottom

    Bottom Component Description Vent Enables airflow to cool internal components. NOTE: The computer fan starts up automatically to cool internal components and prevent overheating. It is normal for the internal fan to cycle on and off during routine operation. Speakers (2) Produce sound.

  • Page 29: Labels

    Service label—Provides important information to identify your computer. When contacting support, you may be asked for the serial number, the product number, or the model number. Locate this information before you contact support. Component HP product name (select products only) Model number Product ID Serial number Warranty period ●...

  • Page 30: Illustrated Parts Catalog

    Illustrated parts catalog Computer major components Item Component Spare part number Display assembly: The touch screen display is spared as a whole unit assembly only. The non-touch display assembly is spared at the subcomponent level only. For non-touch display assembly spare part information, see Display assembly subcomponents on page Non-touch screen...
  • Page 31 Item Component Spare part number Touch screen: ● 15.6-in, UHD, UWVA, display assembly not equipped with a camera L28663-001 ● 15.6-in, UHD, UWVA, display assembly equipped with a camera L28664-001 Top cover with keyboard (includes keyboard cable): NOTE: For a detailed list of keyboard country codes, see Keyboard on page 116.
  • Page 32 256-GB, SATA-3, self-encrypting drive (SED), OPAL 2 L28680-001 Optane memory module, 16-GB L28676-001 (20) WWAN module HP lt4132 LTE/HSPA+ 4G Mobile BroadBand Module (LTE CAT4: Huawei HP lt4132, LTE/ 845710-003 HSPA+ w/GPS M.2) Intel XMM 7360 LTE-Advanced (LTE CAT9: Fibocom lt4210 LTE/HSPA+ w/GPS) L15398-001 (21) WLAN module Intel Wireless-AC 9560 802.11ac 2x2 WiFi + BT 5 Combo Adaptor (non vPro)

  • Page 33: Display Assembly Subcomponents

    Item Component Spare part number L33681-001 (Hard Drive Hardware Kit) (25) Battery (4-cell) L07046-855 (26) Battery (6-cell) L07045-855 (27) Bottom cover L28667-001 Display assembly subcomponents Item Component Spare part number Display bezel For use in models with an ambient light sensor: ●...
  • Page 34 Item Component Spare part number For use in models without an ambient light sensor ● Equipped with only an HD camera L31692-001 ● Equipped with an IR camera L31693-001 ● Not equipped with a camera L31694-001 Display panel (includes display cable, bezel adhesive, and panel adhesive tape) L32562-001 FHD, privacy L32561-001...

  • Page 35: Mass Storage Devices

    Mass storage devices Item Component Spare part number Solid-state drive (2.5 inch) 1 TB, SATA, TLC L28686-001 256 GB, SATA, TLC L28687-001 Drive brackets (for use in non-touch screen models) L28674-001 (Bracket Kit) L33681-001 (Hard Drive Hardware Kit) Drive bracket (for use in touch screen models) L28674-001 (Bracket Kit) L33681-001 (Hard Drive Hardware Kit)

  • Page 36: Bracket Kit

    Item Component Spare part number 512-GB, PCIe, self-encrypting drive (SED), OPAL 2, TLC L28682-001 512-GB, SATA, FIPS, TLC L28684-001 360-GB, PCIe, TLC L28685-001 256-GB, PCIe, TLC L28679-001 256-GB, PCIe, self-encrypting drive (SED), OPAL 2 L28678-001 256-GB, SATA-3, self-encrypting drive (SED), OPAL 2 L28680-001 Optane memory module, 16-GB L28676-001...

  • Page 37: Plastics Kit

    Item Component Spare part number Bracket Kit L28674-001 Power button bracket LCD clip Power connector bracket (separate brackets for use in non-touch and touch screen models) Memory cover Fingerprint reader bracket Hard drive bracket (for use in touch screen models) Left and right hard drive brackets (for use in non-touch models) Plastics Kit Item...

  • Page 38: Miscellaneous Parts

    Miscellaneous parts Component Spare part number AC adapter, 150-W HP Smart adapter (PFC, 4.5-mm) L32661-001 Rubber Kit L28671-001 Cable Kit (includes hard drive connector cable, fingerprint reader cable, TouchPad cable, and NFC cable) L28668-001 Adapters HP HDMI to DVI adapter...

  • Page 39: 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 screw driver ● ● Magnetic screw driver Phillips P0 and P1 screw drivers ● ● Torx screwdriver Thin plastic (non-conductive) prying tool (spudger) ●...

  • Page 40: Drive Handling

    Drive handling CAUTION: 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 41: Packaging And Transporting Guidelines

    Typical electrostatic voltage levels Relative humidity Event Walking across carpet 35,000 V 15,000 V 7,500 V Walking across vinyl floor 12,000 V 5,000 V 3,000 V Motions of bench worker 6,000 V 800 V 400 V Removing DIPS from plastic tube 2,000 V 700 V 400 V...

  • Page 42: Equipment Guidelines

    Avoid contact with pins, leads, or circuitry. ● ● Turn off power and input signals before inserting or removing connectors or test equipment. Equipment guidelines Grounding equipment must include either a wrist strap or a foot strap at a grounded workstation. ●...

  • Page 43: Removal And Replacement Procedures For Authorized Service Provider Parts

    Removal and replacement procedures for authorized service provider parts CAUTION: Components described in this chapter should be accessed only by an authorized service provider. Users who access these parts can damage the computer or void the warranty. Component replacement procedures There are as many as 82 screws that must be removed, replaced, and/or loosened when servicing the parts described in this chapter.
  • Page 44 Starting near the display hinges, use a plastic non-conductive tool (2) to release the bottom cover, and then remove the bottom cover from the computer (3). Reverse this procedure to install the bottom cover. Chapter 5 Removal and replacement procedures for authorized service provider parts...

  • Page 45: Battery

    Remove the 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. 4-cell battery Disconnect the battery cable from the system board (1).
  • Page 46 Remove the battery from the computer (3). Reverse this procedure to install the battery. When installing the battery, be sure to properly route the battery cable as shown in the following images: 4-cell battery cable routing 6-cell battery cable routing Chapter 5 Removal and replacement procedures for authorized service provider parts...

  • Page 47: Solid-State Drive (M.2)

    Solid-state drive (M.2) Description Spare part number 2-TB, TLC L28681-001 1-TB, TLC L28677-001 1-TB, MLC L28685-001 512-GB, TLC L28683-001 512-GB, self-encrypting drive (SED), OPAL 2, TLC L28682-001 512-GB, FIPS, TLC L28684-001 256-GB, TLC L28679-001 256-GB, PCIe, self-encrypting drive (SED), OPAL 2 L28678-001 256-GB, SATA-3, self-encrypting drive (SED), OPAL 2 L28680-001...
  • Page 48 Remove the solid-state drive (2) by pulling the drive away from the slot at an angle. Reverse this procedure to install the solid-state drive. Chapter 5 Removal and replacement procedures for authorized service provider parts...

  • Page 49: Optane Memory Module

    Optane memory module Description Spare part number Optane memory module, 16 GB L20383-001 Before removing the Optane memory module, follow these steps: Shut down the computer. Disconnect all external devices connected to the computer. Disconnect the power from the computer by first unplugging the power cord from the AC outlet and then unplugging the AC adapter from the computer.

  • Page 50: Memory Module

    Memory module Description Spare part number Memory module for use in models with Core processors: 16 GB, non-ECC 937438-850 ● ● 8 GB, non-ECC 937236-850 ● 4 GB, non-ECC L10598-850 Memory module for use in models with Xeon processors: ● 16 GB, ECC L24981-001 ●...
  • Page 51 Remove the memory module (2) by pulling the module away from the slot at an angle. IMPORTANT: To prevent damage to the memory module, hold the memory module by the edges only. Do not touch the components on the memory module. Reverse this procedure to install a memory module.

  • Page 52: Solid-State Drive (2.5 Inch)

    Solid-state drive (2.5 inch) NOTE: 2.5-inch solid-state drives are only available on models with a 4-cell battery. Description Spare part number 1 TB, SATA, TLC, 2.5-inch L28686-001 256 GB, SATA, TLC, 2.5-inch L28687-001 Drive bracket, touch and non-touch models L28674-001 (Bracket Kit) L33681-001 (Hard Drive Hardware Kit) Before removing the solid-state drive, follow these steps:...
  • Page 53 If it is necessary to disassemble the drive, remove the four Phillips M3.0×3.0 screws (1), and then remove the brackets from the drive (2). Drive bracket used in non-touch models Drive bracket used in touch screen models Reverse this procedure to reassemble and install the solid-state drive. Component replacement procedures...

  • Page 54: Wwan Modules

    WWAN modules are spared only as separate modules that are not integrated into the system board. Description Spare part number HP lt4132 LTE/HSPA+ 4G Mobile BroadBand Module (LTE CAT4: Huawei HP lt4132, LTE/HSPA+ w/GPS M.2) 845710-003 Intel XMM 7360 LTE-Advanced (LTE CAT9: Fibocom lt4210 LTE/HSPA+ w/GPS)
  • 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: Wlan/Bluetooth Combo Card

    WLAN/Bluetooth combo card NOTE: The system board includes an integrated, non-removable WLAN component. Separate WLAN modules that are not integrated into the system board are also available. Description Spare part number Intel Wireless-AC 9560 802.11ac 2x2 WiFi + BT 5 Combo Adaptor (vPro) L32652-005 Intel Wireless-AC 9560 802.11ac 2x2 WiFi + BT 5 Combo Adaptor (non vPro) L32650-005...
  • Page 57 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 58: Drive Connector

    Drive connector Description Spare part number Drive connector L28668-001 (Cable Kit) Before removing the drive connector, 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 59: Fingerprint Reader Board

    Fingerprint reader board Description Spare part number Fingerprint reader board (includes bracket) L28662-001 Fingerprint reader board bracket L28674-001 (Bracket Kit) Fingerprint reader cable L28668-001 (Cable Kit) 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 60: Touchpad

    TouchPad Description Spare part number TouchPad L32746-001 TouchPad cable L28668-001 (Cable Kit) 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 61 Lift the TouchPad out of the computer (2). Reverse this procedure to install the TouchPad. Component replacement procedures...

  • Page 62: Nfc Module

    NFC module Description Spare part number NFC module L33682-001 NFC module cable L28668-001 (Cable Kit) Before removing the NFC module, follow these steps: Turn off the computer. If you are unsure whether the computer is off or in Hibernation, turn the computer on, and then shut it down through the operating system.

  • Page 63: Bottom Speakers

    Bottom speakers Description Spare part number Bottom speakers (includes cable) L28672-001 (Speaker Kit) Before removing the bottom 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 64 Remove the speaker (4). Reverse this procedure to install the speakers. NOTE: When installing the speakers, make sure the rubber grommets around the screws are correctly installed. Chapter 5 Removal and replacement procedures for authorized service provider parts...

  • Page 65: Card Reader/Audio Board

    Card reader/audio board Description Spare part number Card reader/audio board (includes cable) L28660-001 Before removing the card reader/audio 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: Power Button Board

    Power button board Description Spare part number Power button board (includes cable) L30975-001 Before removing the power button 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 67: Thermal Module

    Thermal module NOTE: The thermal module spare part kit includes replacement thermal material. Description Spare part number Thermal module for use only with models with discrete graphics memory L28670-001 Thermal module for use only with models with UMA graphics memory L30973-001 Before removing the thermal module, follow these steps: Turn off the computer.
  • Page 68 Remove the fan/heat sink assembly (4). CAUTION: When lifting the heat sink out of the computer, be careful not to bend the arms that connect the fans. Discrete graphics models: UMA graphics models: Various thermal pads are used on the system board components and the heat sink sections and that service them.
  • Page 69 Discrete graphics models: UMA graphics models: Reverse this procedure to install the thermal module. Component replacement procedures...

  • Page 70: System Board

    System board NOTE: All system boards use the following part numbers: xxxxxx-001: Non-Windows operating systems xxxxxx-601: Windows 10 operating system Description Spare part number System board with integrated processor for use in models with discrete graphics memory: ● Intel Xeon E-2186M processor L30971-001, -601 ●...
  • Page 71 Remove the two Phillips M2.0×2.0 screws (P0 driver) (3) from the display connector bracket, and then lift the bracket off the system board (4). Brackets are available in the Bracket Kit using spare part number L28674-001. Component replacement procedures...
  • Page 72 Disconnect the following cables from the system board: (1) Camera cable (2) WLAN antennas cable (3) Touch cable (4) Display cable (5) Top speaker cable (6) Power button board cable (7) Right speaker cable (8) Hard drive connector cable (9) TouchPad cable (10) Card reader cable (11) Keyboard backlight cable (12) Keyboard cable...
  • Page 73 Remove the three Phillips M2.0×4.0 screws (2) that secure the system board. Lift in the right side of the board until the connectors disengage from the left side of the computer (1). Rotate the board (2), and then remove the system board from the computer (3). Reverse this procedure to install the system board.

  • Page 74: Rtc Battery

    RTC battery Description Spare part number RTC battery (includes cable and double-sided adhesive) not spared 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 75: Top Speaker

    Top speaker Description Spare part number Top speaker L28672-001 (Speaker Kit) Before removing the top speaker, 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 76: Display Assembly

    Display assembly NOTE: The Dream Color display assembly and touch display assemblies are spared only as whole unit assemblies. Non-touch display assemblies are spared at the subcomponent level only. For non-touch display assembly spare part information, see the individual removal subsections. Description Spare part number 15.6-in, UHD, UWVA, Dream Color display assembly not equipped with a camera...
  • Page 77 Open the computer as far as possible (2). Separate the display from the computer (3). If it is necessary to replace any of the 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 78 Remove the display bezel (4). The display bezel is available using the following spare part numbers: L31689-001: Models with an ambient light sensor and only an HD camera L31690-001: Models with an ambient light sensor and an IR camera L31691-001: Models with an ambient light sensor and without a camera L31692-001: Models without an ambient light sensor and only an HD camera L31693-001: Models without an ambient light sensor and an IR camera L31694-001: Models without an ambient light sensor and without a camera...
  • Page 79 Disconnect the cable from the module (2). NOTE: HD cameras have one connected cable. IR cameras have two connected cables. The camera module is available using spare part number L28470-001 for HD cameras. IR camera Detach the camera module (1) from the display enclosure. (The module is attached to the display enclosure with double-sided adhesive.) Disconnect the cables from the sides of the module (2).
  • Page 80 Lift the top edge of the display panel (2). Rotate the display panel over and place it upside down next to the display enclosure (1). Lift the tape (2), and then disconnect the display panel cable (3) from the display panel. The display panel is available using the following spare part numbers: FHD panel: L32562-001 FHD, privacy panel: L32561-001...
  • Page 81 Lift the hinge covers off the hinges (3). The hinge covers are available using spare part number L31695-001. If it is necessary to replace the display hinges: Remove the three broad head Phillips M2.0×2.0 screws (1) that secure each display hinge to the display enclosure.
  • Page 82 If it is necessary to replace the wireless antennas: Remove the cables from the routing path on the sides and bottom of the display enclosure (1). Peel the antennas off the display (2). The antennas are available using spare part number L31688-001. If it is necessary to replace the camera cable: Remove the camera cable from the routing path along the bottom and inside of the display enclosure (1).
  • Page 83 Remove the camera cable from the display enclosure (2). The camera cable is available using spare part number L31696-001. HD camera models IR camera models If it is necessary to replace the display cable: Remove the display cable from the routing path along the bottom of the display enclosure (1). Component replacement procedures...
  • Page 84 Remove the display cable from the display enclosure (2). The display cable is available using spare part number L31696-001. Reverse this procedure to reassemble and install the display assembly. Chapter 5 Removal and replacement procedures for authorized service provider parts...

  • Page 85: Top Cover/Keyboard

    Top cover/keyboard The top cover/keyboard spare remains after removing all other spare parts. In this section, the first table provides the main spare part number for the keyboard. The second table provides the country codes. Description Spare part number Keyboard, backlit L34210-xx1 Keyboard, backlit, privacy L34211-xx1...

  • Page 86: 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 87: 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 88: 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 89 Battery discharges too fast No wake up on page 107 on page 97 Unresponsive on page 108 Burnt smell on page 97 Slow performance on page 108 HP Smart Adapter warning message on page 109 a,b,c similar symptoms General troubleshooting steps...

  • Page 90: Examine The Environment

    Fan runs constantly on page 112 error) on page 125 on page 130 No video (external) TouchPad on page 118 Read-write error HP Thermal Monitor on page 113 on page 126 Network Connectivity on page 83 Ethernet (RJ-45 jack) DisplayPort/VGA...

  • Page 91: 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 92: 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 93 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 94: 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 95: 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 96: 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 97: Blinking Light Codes

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

  • Page 98: 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 99: 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 100: 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 101: Safe Mode

    TouchPad, or display. 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 83 for instructions about obtaining and using a Windows-To-Go USB.

  • Page 102: 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 103: During Operation

    Be sure that the AC adapter is connected when you update BIOS to avoid BIOS corruption. Be sure that the computer is turned on, the rear power light is solid white (connected to an external power source) and the front power light is solid white (normal operation). Remove all optical and flash drives from your system before turning it on.

  • Page 104: Consulting With Hp Service

    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. Technical support registration number (if applicable) ● ● Product serial number ●...
  • Page 105 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 106: Intermittent Power-On, Shutdown, Reboot

    Items Procedures At this point, there should be sufficient power from the AC adapter to the system board. Expect to hear the fan spinning and see blinking lights or error messages (i.e., faulty memory, HDD, etc) Verify system board Test essential hardware configuration (11.

  • Page 107: 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 108 (6. HP Hardware Diagnostics and Tools on page ● HP PC Hardware Diagnostics (UEFI) is a good tool to use to isolate and determine faulty battery, especially for quickly discharging (short life) battery. Use HP Support Assistant tools in Windows (HP Support Assistant (HPSA) on page Verify that battery is recognized and charging.

  • Page 109: Battery Discharges Too Fast

    To conserve battery power, turn off Wireless On-Off button and other peripherals/USB devices, applications, processes (in Task Manager) when not in use; also, reduce screen brightness. Follow HP instructions of how to maintain battery and increase battery life. Also reference http://support.hp.com/us-en/document/c01297640? jumpid=hpr_r1002_usen_link3.

  • Page 110: Post

    Perform hardware reset (8. Hard reset on page 86) 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 111: Blinking Lights

    Items Procedures Reseat display cable connection on system board. Reseat display cable connection on display panel side. Examine and reseat major components, such as hard drive, memory. Test with minimum configuration (11. Test with minimum configuration on page 88) by removing hard drive to isolate operating system issues and testing video in F10 Setup.
  • Page 112 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 113: 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 114: 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 115: 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 116 HP PC Hardware Diagnostics (UEFI) tool to test hard drive, memory and system. ● ● Thermal Monitor (available only to authorized service providers/technicians) tool to monitor temperature limits of processor and GPU. See “HP Thermal Monitor” in 6. HP Hardware Diagnostics...

  • Page 117: 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 118: 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 79).

  • Page 119: No Wake Up

    No wake up 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 (7. Status lights, blinking light codes, troubleshooting Blank screen ● lights, and POST error messages on page 84) is blinking (indicating Sleep state).

  • Page 120: Unresponsive

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

  • Page 121: Hp Smart Adapter Warning Message

    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 122: 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 123: Hp Pc Hardware Diagnostics (Uefi) For Video Test

    ● Test with a verified working operating system (i.e., shipping image). HP PC Hardware Diagnostics (UEFI) for video test Use this tool to quickly determine if the display issue is related to a real hardware issue. To start HP PC Hardware Diagnostics (UEFI) (6.

  • Page 124: 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 143 for the HP dead pixel policy.

  • Page 125: No Video (External)

    Perform hard reset (4. Update BIOS and drivers on page 79). Update BIOS and drivers (4. Update BIOS and drivers on page 79) when sound is heard but no video on HDTV. References http://support.hp.com/us-en/document/c01186408 Common issues and possible solutions 113...

  • Page 126: 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 127: 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 https://support.hp.com/us-en/document/c03488148 Common issues and possible solutions 115...

  • Page 128: 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 129: Keyboard Point Stick

    Keyboard point stick 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. The sections below are intended for authorized service providers/technicians.

  • Page 130: 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 131: Network Connectivity Wireless (Wlan)

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

  • Page 132: Usb

    Items Procedures In the example to the left, U-APSD support (Unscheduled Automatic Power Save Delivery) is changed to Disabled to resolve an incompatible access 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.

  • Page 133: Smart Card Reader

    Items Procedures Test USB device on a verified working computer to make sure USB device is not malfunctioning. Smart card reader Items Procedures 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.

  • Page 134: 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 135: Thunderbolt (Tb)

    Thunderbolt (TB) 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 136: Storage

    ● 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. If there is no physical problem with the hard drive (or memory), then try reinstalling the Windows ●...

  • Page 137: 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 138: Read-Write Error

    137). 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 137 detailed troubleshooting steps.

  • Page 139: 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 140: 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. 128 Chapter 6 Troubleshooting guide...

  • Page 141: Noise (Sound)

    Items Procedures See https://support.hp.com/us-en/document/c01657439. Noise (sound) Items Procedures 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 142: 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 143: 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 80).

  • Page 144: Additional Information

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

  • Page 145: 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 146: 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 147: 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 148 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 149: 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. Tasks Weekly Monthly Occasionally Perform a system tune up. Run Windows Update. Scan for and remove viruses. Scan for and remove spyware and adware.

  • Page 150: 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 151: 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. Additional information 139...
  • Page 152 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. 140 Chapter 6 Troubleshooting guide...
  • Page 153 Open the crash dump file. Additional information 141...
  • Page 154 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. 142 Chapter 6 Troubleshooting guide...

  • Page 155: 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 156: 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 157: 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 158 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 159: Computer Setup (Bios), Tpm, And Hp Sure Start

    Starting Computer Setup ▲ Turn on or restart the computer, and when the HP logo appears, press to enter Computer Setup. Using a USB keyboard or USB mouse to start Computer Setup (BIOS) You can start Computer Setup by using a keyboard or mouse connected to a USB port, but you must first disable FastBoot.

  • Page 160: Restoring Factory Settings In Computer Setup

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

  • Page 161: Downloading A Bios Update

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

  • Page 162: Changing The Boot Order Using The F9 Prompt

    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 163: 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 164: 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 165: 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 166: 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 167 Make your customization selections. Select Main, and then Save Changes and Exit to save your settings. Your changes take effect when the computer restarts. Using Remote HP PC Hardware Diagnostics UEFI settings (select products only) 155...

  • Page 168: Backing Up, Restoring, And Recovering

    Creating HP Recovery media (select products only) After you have successfully set up the computer, use HP Recovery Manager to create a backup of the HP Recovery partition on the computer. This backup is called HP Recovery media. In cases where the hard drive is corrupted or has been replaced, the HP Recovery media can be used to reinstall the original operating system.

  • Page 169: Using Hp Recovery Manager To Create Recovery Media

    On select products, you can use the HP Cloud Recovery Download Tool to create HP Recovery media on a bootable USB flash drive. For more information, see Using the HP Cloud Recovery Download Tool to create recovery media on page 158.

  • Page 170: Using The Hp Cloud Recovery Download Tool To Create Recovery Media

    Recovering using HP Recovery Manager You can use HP Recovery Manager software to recover the computer to its original factory state by using the HP Recovery media that you either created or that you obtained from HP, or by using the HP Recovery partition (select products only).

  • Page 171: Recovering Using The Hp Recovery Partition (Select Products Only)

    Recovering using HP Recovery media If your computer does not have an HP Recovery partition or if the hard drive is not working properly, you can use HP Recovery media to recover the original operating system and software programs that were installed at the factory.

  • Page 172: Changing The Computer Boot Order

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

  • Page 173: 10 Specifications

    10 Specifications Computer specifications Metric U.S. Dimensions Width 360 mm 14.17 in Depth 254 mm 10.00 in Height (front to rear, LED display assembly) 20.4 mm 0.80 in Weight (4-cell battery) 2.26 kg 4.99 lb Input power Operating voltage and current 19.5 V dc @ 6.15 A - 120 W, Slim Smart AC Adapter (select models only) 19.5 V dc @ 7.69 A - 150 W, Slim Smart AC Adapter (select models only) 19.5 V dc @ 10.3A - 200 W, Slim Smart AC Adapter (select models only)

  • Page 174: M.2 Pcie Solid-State Drive Specifications

    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 < 10 g < 10 g < 10 g Interface type ATA-7 ATA-7...

  • Page 175: M.2 Solid-State Drive Specifications

    M.2 solid-state drive specifications 256-GB* 512-GB* Dimensions Height 1 mm 1 mm Length 50.8 mm 50.8 mm Width 28.9 mm 28.9 mm Weight < 10 g < 10 g Interface type ATA-7 ATA-7 Transfer rate Sequential Read Up to 540 MB/s Up to 500 MB/s Random Read Up to 85K IOPs...

  • Page 176: 11 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 177 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 178: 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 179 512 KByte flash Stores Fingerprint reader memory is Only a digitally signed (select products fingerprint programmed by user application can make the only) templates. enrollment in HP call to write to the flash. ProtectTools Security Manager. Nonvolatile memory usage 167...

  • Page 180: 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 181: 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 182: 12 Power Cord Set Requirements

    12 Power cord set requirements The wide-range input feature of the computer permits it to operate from any line voltage from 100 to 120 volts AC, or from 220 to 240 volts AC. The 3-conductor power cord set included with the computer meets the requirements for use in the country or region where the equipment is purchased.

  • Page 183: 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 184 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 185: 13 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 186: Index

    Index boot order left side 8 AC adapter, spare part number 26 changing using the f9 prompt right side 6 action keys 14 computer identifying 14 boot order, changing 160 major components 18 keyboard backlight 14 bottom 17 specifications 161 mute 14 bottom cover Computer Setup...
  • Page 187 DVD±RW SuperMulti Double-Layer HP PC Hardware Diagnostics UEFI left control zone, identifying 10 Drive downloading 153 left side components 8 precautions 28 starting 153 lights using 152 AC adapter and battery 7 HP PC Hardware Diagnostics Windows battery 7 electrostatic discharge 28...
  • Page 188 3 regulatory label 17 removal 37 camera 3 wireless certification labels 17 spare part number 37 digital pen 4 Remote HP PC Hardware Diagnostics spare part numbers 37 display panel 1 UEFI settings optical drive docking 4 customizing 154...
  • Page 189 USB Type-C power connector and precautions 28 Thunderbolt port with HP Sleep and removal 35, 40 Charge, identifying 7 spare part numbers 20, 23, 35, vents, identifying 6, 8, 16 speaker volume action keys 14 volume speakers, identifying 12, 16...

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