HP 250RT 15.6 inch G9 Maintenance And Service Manual
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HP 250RT 15.6 inch G9 Maintenance And Service Manual

HP 250RT 15.6 inch G9 Maintenance And Service Manual

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Maintenance and Service Guide
HP 250RT 15.6 inch G9 Notebook PC
SUMMARY
This guide provides information about spare parts, removal and replacement of parts, security, backing up, and
more.

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Summary of Contents for HP 250RT 15.6 inch G9

  • Page 1 Maintenance and Service Guide HP 250RT 15.6 inch G9 Notebook PC SUMMARY This guide provides information about spare parts, removal and replacement of parts, security, backing up, and more.

  • Page 2: Legal Information

    HP to be bound by the terms of the HP End Not all features are available in all Inc. under license. Intel, Core, Iris, and User License Agreement (EULA).
  • Page 3 Also, do not allow the AC adapter to contact the skin or a soft surface, such as pillows or rugs or clothing, during operation. The computer and AC adapter provided by HP comply with the user-accessible surface temperature limits defined by applicable safety standards.
  • Page 4 Important notice about Customer Self-Repair parts Your computer includes Customer Self-Repair parts and parts that should be accessed only by an authorized service provider. IMPORTANT: Removal and replacement procedures for Customer Self-Repair parts on page 30 for details. Accessing parts described in Removal and replacement procedures for authorized service provider parts on page 38 can damage the computer or void your warranty.

  • Page 5: Table Of Contents

    Grounding the work area......................................24 Recommended materials and equipment..............................24 Cleaning your computer........................................25 Enabling HP Easy Clean (select products only) ............................25 Removing dirt and debris from your computer............................25 Cleaning your computer with a disinfectant............................... 26 Caring for wood veneer (select products only) ............................27 Packaging and transporting guidelines..................................27...
  • Page 6 Remotely deploying the BIOS and drivers ..........................69 Analyze the issue..........................................69 5. Remove or uninstall recently added hardware, software ....................69 6. HP Hardware Diagnostics and Tools..............................69 HP PC Hardware Diagnostics UEFI...............................70 HP BIOS Configuration Utility (BCU).............................71 HP Image Diagnostic Tool ...................................72 HP Thermal Monitor....................................72...
  • Page 7 Slow performance ......................................99 HP Smart Adapter warning message..............................99 Incorrect time and date ....................................100 Display ..............................................101 Display anomalies......................................101 Symptom ........................................101 Quick check........................................ 102 HP PC Hardware Diagnostics (UEFI) for video test......................102 Display assembly diagram................................102 Dead pixel..........................................103 No video (internal) ......................................103...
  • Page 8 No video (external)......................................103 DisplayPort/VGA ........................................104 HDMI ............................................104 No or bad external video via docking..............................105 Incorrect or missing color/distorted image............................105 Touch screen.........................................106 I/O devices ............................................107 Keyboard...........................................107 Keyboard pointing stick (select products only)..........................108 Keyboard backlight......................................109 Touchpad ..........................................109 Network connectivity (RJ-45 jack)................................110 Network connectivity wireless (WLAN) ..............................110 WWAN............................................
  • Page 9 9 Backing up, restoring, and recovering....................................143 Backing up information and creating recovery media..........................143 Using Windows tools for backing up................................143 Using the HP Cloud Recovery Download Tool to create a recovery USB flash drive (select products only).................................................143 Restoring and recovering your system..................................143 Creating a system restore ....................................144...
  • Page 10 Starting HP PC Hardware Diagnostics UEFI through HP Hotkey Support software (select products only)................................................. 149 Downloading HP PC Hardware Diagnostics UEFI to a USB flash drive................. 149 Downloading the latest HP PC Hardware Diagnostics UEFI version................150 Downloading HP PC Hardware Diagnostics UEFI by product name or number (select products only) .............................................150...

  • Page 11: Product Description

    256 GB Audio and video Dual speakers Far Field Cortana HP TrueVision HD Camera: indicator LED, USB 2.0, HD, f2.0 720p by 30 frames per second Dual-array digital microphone with appropriate software: beam forming, echo cancellation, noise suppression RJ-45 (network) jack...
  • Page 12 Support for Modern Trackpad Gestures Taps enabled as default Power requirements Battery 3 cell, 41 Whr, polymer, HP Long Life HP Fast Charge Technology Smart AC adapters 65 W, EM barrel, nPFC, 4.5 mm 65 W, USB-C®, nPFC, straight, 1.8 m (6 ft) 65 W, USB-C, standard, halogen free 45 W, standard barrel, nPFC, right angle, 3 pin, 4.5 mm...
  • Page 13 Windows 11 Pro Education Windows 11 Home - HP recommends Windows 11 Pro for Business Windows 11 Home Single Language - HP recommends Windows 11 Pro for Business Windows 11 Pro (Windows 11 Enterprise or Windows 10 Enterprise available with a Volume Licensing...

  • Page 14: Components

    Components Your computer features top-rated components. This chapter provides details about your components, where they are located, and how they work. Getting to know your computer Your computer features top-rated components. This chapter provides details about your components, where they are located, and how they work. Right side Identify the components on the right side of the computer.

  • Page 15: Left Side

    Table 2-1 Right-side components and their descriptions (continued) Component Description AC adapter and battery light ● White: The AC adapter is connected and the battery is fully charged. Blinking amber: The AC adapter is disconnected and ● the battery has reached a low battery level. ●...

  • Page 16: Display

    For additional safety information, see the Regulatory, Safety, and Environmental Notices . To access this guide: ■ Select the Search icon in the taskbar, type HP Documentation in the search box, and then select HP Documentation. NOTE: When a device is connected to the jack, the computer speakers are disabled.
  • Page 17 For wireless regulatory notices, see the section of the that applies to your country or region. To access this guide: ■ Select the Search icon in the taskbar, type HP Documentation in the search box, and then select HP Documentation. Display components...

  • Page 18: Keyboard Area

    Keyboard area Keyboards can vary by language. NOTE: The keyboard area, including the function keys and (select products only) power key, is disabled in stand, tent, and tablet modes. To enable the keyboard, including the power key, change to the clamshell mode. Touchpad settings and components Learn the touchpad settings and components.

  • Page 19: Lights

    Table 2-4 Touchpad components and their descriptions Component Description Touchpad zone Reads your finger gestures to move the pointer or activate items on the screen. Left touchpad button Functions like the left button on an external mouse. Right touchpad button Functions like the right button on an external mouse.

  • Page 20: Buttons, Speakers, And Fingerprint Reader

    Table 2-5 Lights and their descriptions Component Description Caps lock light On: Caps lock is on, which switches the key input to all capital letters. Mute light On: Computer sound is off. ● Off: Computer sound is on. ● Buttons, speakers, and fingerprint reader Identify the computer buttons, speakers, and fingerprint reader.

  • Page 21: Special Keys

    Table 2-6 Buttons, speakers, and fingerprint reader and their descriptions Component Description Power button ● When the computer is off, press the button briefly to turn on the computer. When the computer is on, press the button briefly to ● initiate Sleep.

  • Page 22: Bottom

    Table 2-7 Special keys and their descriptions Component Description Displays system information when pressed in combination with the key. Executes specific functions when pressed in combination with another key. Windows key Opens the Start menu. NOTE: Pressing the Windows key again will close the Start menu.

  • Page 23: Labels

    Table 2-8 Bottom component and description 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. Labels The labels affixed to the computer provide information that you might need when you troubleshoot system problems or travel internationally with the computer.
  • Page 24 Table 2-9 Service label components Component Serial number Product ID HP product name and model number ● Regulatory labels—Provide regulatory information about the computer. ● Wireless certification labels—Provide information about optional wireless devices and the approval markings for the countries or regions in which the devices have been approved for use.

  • Page 25: Illustrated Parts Catalog

    To identify the computer major components, use this illustration and table. NOTE: HP continually improves and changes product parts. For complete and current information about 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 26 Table 3-1 Computer major component descriptions and part numbers Item Component Spare part number Display assembly not available as a spare part NOTE: Displays are available as spare parts only at the subcomponent level. For display assembly spare part information, see Display assembly subcomponents on page Keyboard with top cover For a detailed list of country codes, see...

  • Page 27: Display Assembly Subcomponents

    Table 3-1 Computer major component descriptions and part numbers (continued) Item Component Spare part number (11) Heat sink (includes replacement thermal material) P25362-001 (12) L52034-001 (13) Battery (3 cell, 41 Whr) L97300-005 (14) Fingerprint reader P25364-001 NOTE: The fingerprint board cable is available using spare part number L52036-001. (15) USB board P25363-001...
  • Page 28 Table 3-2 Display component descriptions and part numbers Item Component Spare part number Display bezel L52014-001 Hinge cover (includes display bezel adhesive and display rear cover adhesive) M31089-001 Camera module (includes display panel adhesive kit) N08604-001 Display panel (includes display panel adhesive kit) FHD, UWVA, 300 nits P01197-001 FHD, SVA, 250 nits...

  • Page 29: Miscellaneous Parts

    Table 3-3 Miscellaneous part descriptions and part numbers Component Spare part number 65 W HP Smart AC adapter (non-PFC, 4.5 mm, EM) N31180-001 45 W HP Smart AC adapter (non-PFC, RC, 4.5 mm, nonslim) 741727-001 Screw Kit P00637-001 HDMI-to-VGA adapter 701943-001...
  • Page 30 Table 3-3 Miscellaneous part descriptions and part numbers (continued) Component Spare part number North America L19367-001 The People's Republic of China L19368-001 South Africa L19369-001 South Korea L19366-001 Switzerland L19370-001 Taiwan L19372-001 Thailand L19371-001 Thailand, bundle M85418-001 United Kingdom L19373-001 Power cords (C5, premium, 1.0 m [3.3 ft]) United Kingdom L22320-001...

  • Page 31: Removal And Replacement Procedures Preliminary Requirements

    Removal and replacement procedures preliminary requirements Use this information to properly prepare to disassemble and reassemble the computer. Tools required You need the following tools to complete the removal and replacement procedures: ● Tweezers ● Nonconductive, nonmarking pry tool ● Magnetic Phillips P1 screwdriver Service considerations The following sections include some of the considerations that you must keep in mind during...

  • Page 32: Electrostatic Discharge Information

    ● Before handling a drive, be sure that you are discharged of static electricity. While handling a drive, avoid touching the connector. ● Before removing an optical drive, be sure that a disc is not in the drive, and be sure that the optical drive tray is closed.

  • Page 33: Preventing Electrostatic Damage To Equipment

    Table 4-1 Static electricity occurrence based on activity and humidity Event 55% relative 40% relative 10% relative humidity humidity humidity Walking across carpet 7,500 V 15,000 V 35,000 V Walking across vinyl floor 3,000 V 5,000 V 12,000 V Motions of bench worker 400 V 800 V 6,000 V...

  • Page 34: Grounding The Work Area

    Use conductive field service tools, such as cutters, screwdrivers, and vacuums. ● Avoid contact with pins, leads, or circuitry. Recommended materials and equipment HP recommends certain materials and equipment to prevent static electricity: ● Antistatic tape ● Antistatic smocks, aprons, or sleeve protectors ●...

  • Page 35: Cleaning Your Computer

    Enabling HP Easy Clean (select products only) HP Easy Clean helps you to avoid accidental input while you clean the computer surfaces. This software disables devices such as the keyboard, touch screen, and touchpad for a preset amount of time so that you can clean all computer surfaces.

  • Page 36: Cleaning Your Computer With A Disinfectant

    Keep liquids away from the product. Avoid getting moisture in any openings. If liquid makes its way inside your HP product, it can cause damage to the product. Do not spray liquids directly on the product. Do not use aerosol sprays, solvents, abrasives, or cleaners containing hydrogen peroxide or bleach that might damage the finish.

  • Page 37: Caring For Wood Veneer (Select Products Only)

    When grounding is not possible, use an ionizer to dissipate electric charges. Accessing support information To find the HP support that you need, use this information. Caring for wood veneer (select products only)
  • Page 38 Search collect Chrome device logs. Technical bulletins To locate technical bulletins: Go to www.hp.com. Place the cursor over Problem solving to display more options. Select Support & Troubleshooting. Type the serial number, product number, or product name to go to the product support page.
  • Page 39 Path to access information Component and diagnosis information, To locate diagnosis information and actions: failure detection, and required action Go to http://www.hp.com/go/techcenter/pcdiags. Select Get Support. Near the bottom of the window, select Notebook PCs, and then select your location. Accessing support information...

  • Page 40: Removal And Replacement Procedures For Customer Self-Repair Parts

    NOTE: HP continually improves and changes product parts. For complete and current information about supported parts for your computer, go to https://partsurfer.hp.com/, select your country or region, and then follow the on-screen instructions. Make special note of each screw size and location during removal and replacement.

  • Page 41: Battery

    Before removing the bottom cover, prepare the computer for disassembly (see Preparation for disassembly on page 30). Remove the bottom cover: Remove the two rubber feet (1). Remove the four Phillips M2.5 × 8.0 screws (2) from under the feet and the two Phillips M2.0 × 4.0 screws (3) along the bottom edge of the bottom cover.

  • Page 42: Removing And Reinstalling The Same 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. IMPORTANT: Removing a battery that is the sole power source for the computer can cause loss of information.

  • Page 43: Installing A New Battery

    This procedure requires removing the battery or disconnecting the battery cable. Use care to avoid bending, twisting, or puncturing the battery regardless of its condition. Failure to follow this replacement guide or to use HP recommended tools might damage the system and/or cause a safety hazard.
  • Page 44 Should a part become stuck or difficult to remove when opening a unit where a swollen battery is suspected, or if the battery becomes stuck in the unit, stop, and contact HP Support for assistance. Do not try to remove a battery by force.
  • Page 45 Remove the paper backing layer from the adhesive on the tray. Turn the tray (1) over so that the adhesive is facing down. Place the tray (2) centered on the battery. Press down on the indentations on the tray (3) to adhere it to the battery. Remove the Phillips screws (1) that secure the battery to the computer.
  • Page 46 Rotate the battery up and over into the cavity of the containment tray. NOTE: Please recycle responsibly. For more information about recycling programs, see the HP website at http://www.hp.com/recycle. To install the battery using the revive kit: Open the containment tray that includes the new battery.
  • Page 47 Install the Phillips screws (1) to secure the battery. Number of screws and screw locations might vary. Lift the containment tray (2) off the battery, NOTE: When replacing the battery, be sure to completely reassemble the computer and plug in the AC adapter before turning the computer on.

  • Page 48: Removal And Replacement Procedures For Authorized Service Provider Parts

    NOTE: HP continually improves and changes product parts. For complete and current information about supported parts for your computer, go to https://partsurfer.hp.com/, select your country or region, and then follow the on-screen instructions. Make special note of each screw size and location during removal and replacement.
  • Page 49 Remove the WLAN module: If tape covers the antenna connectors on the WLAN module, remove the tape. Carefully disconnect the two antenna cables (1) from the module. Remove the Phillips M2.0 × 2.5 screw (2), and then remove the WLAN module (3). NOTE: Models have either one or two WLAN antennas.

  • Page 50: Solid-State Drive

    To install a WLAN module, reverse this procedure. Solid-state drive To remove the M.2 solid-state drive, use this procedure and illustration. Table 6-2 Solid-state drive descriptions and part numbers Description Spare part number 1 TB, PCIe N77394-005 512 GB, PCIe, value N77392-005 256 GB, PCIe N77391-005...
  • Page 51 Table 6-3 Memory module descriptions and part numbers Description Spare part number 16 GB, NMIC N77403-005 8 GB, NMIC N77402-005 4 GB N77401-005 Before removing the memory, follow these steps: Prepare the computer for disassembly (see Preparation for disassembly on page 30).

  • Page 52: Touchpad Button Board

    Press down on the module (3) until the side retention clips snap into place. Touchpad button board To remove the touchpad, use this procedure and illustration. Table 6-4 Touchpad button board descriptions and part numbers Description Spare part number Touchpad button board L52029-001 Touchpad button board cable L52037-001...

  • Page 53: Fingerprint Reader

    Remove the board (3) from the computer. To install the touchpad button board, reverse this procedure. Fingerprint reader To remove the fingerprint reader, use this procedure and illustration. Table 6-5 Fingerprint reader descriptions and part numbers Description Spare part number Fingerprint reader with cable P25364-001 Fingerprint board cable...

  • Page 54: Fan

    Remove the fingerprint reader (4) from the computer. To install the fingerprint reader, reverse this procedure. To remove the fan, use this procedure and illustration. Table 6-6 Fan description and part number Description Spare part number L52034-001 Before removing the fan, follow these steps: Prepare the computer for disassembly (see Preparation for disassembly on page 30).

  • Page 55: Heat Sink

    Remove the fan (5) from the computer. To install the fan, reverse this procedure. Heat sink To remove the heat sink, use these procedures and illustrations. Table 6-7 Heat sink description and part number Description Spare part number Heat sink P25362-001 NOTE: You can remove the heat sink and the system board at the same time.
  • Page 56 Remove the heat sink (2). Thoroughly clean the thermal material 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. Thermal paste is used on the integrated system board processor (1) and the heat sink (2).

  • Page 57: System Board

    System board To remove the system board, use these procedures and illustrations. Table 6-8 System board descriptions and part numbers Description Spare part number System board (includes processor): All system boards use the following part numbers: xxxxxx-001: Non-Windows operating system xxxxxx-601: Windows 11 operating system Intel Processor N150 G9 processor P25358-xx1...
  • Page 58 ● Touchpad cable (ZIF) (6) ● Touchpad button board cable (ZIF) (7) ● Speaker cable (8) ● Display cable (ZIF) (9) ● Audio board cable (ZIF) (10) ● WLAN antennas from the WLAN module (11) NOTE: Hard drive not available in this model. Remove the three Phillips M2.0 ×...

  • Page 59: Display Assembly

    Lift the system board (2) out of the computer. To install the system board, reverse this procedure. Display assembly To remove and disassemble the display assembly, use these procedures and illustrations. NOTE: The display assembly is available as spare parts at the subcomponent level. For display assembly spare part information, see the individual removal subsections.
  • Page 60 Release the display panel from the retention clips and routing channel (4) built into the left display hinge. Remove the four Phillips M2.5 × 6.0 screws (1) that secure the display assembly to the computer. Open the display (2) to rotate the hinges 90 degrees. Separate the display (3) from the computer.
  • Page 61 To remove the hinge cover, use a plastic tool to lift and disengage the inside of both sides of the cover (1), and then remove the cover (2) from the display. Hinge covers are available as spare part number M31089-001. To remove the display bezel: Release the top edge of the display bezel (1) from the display assembly.
  • Page 62 To remove the camera module: Lift the tape (1) from on top of the connector on the camera module, and then disconnect the cable (2) from the module. Use a tool to detach the camera module (3) from the display back cover. The module is attached with double-sided adhesive.
  • Page 63 the tape (3) out from behind the display panel. You must pull the tape multiple times before it is completely removed. Rotate the display panel (4) over and place it next to the display enclosure. NOTE: You have to pull on the tape multiple times before it is completely removed. Display adhesive is available as spare part number N08599-001.
  • Page 64 Remove the display panel (4). ■ When installing a new panel, be sure to install the stretchable tape along the left and right sides of the inside of the display enclosure. Stretchable tape is included in the Adhesive Kit as spare part number N08599-001.
  • Page 65 Lift the tape (1) from on top of the connector on the camera module, and then disconnect the cable (2) from the module. Peel the cable (3) off the inside of the display back cover. The cable is secured with adhesive. Remove the display panel cable (4). Display panel cable is available as spare part number M29200-001.

  • Page 66: Power Connector Cable

    Peel the wireless antennas (1) from the display back cover. The antennas are secured with adhesive. Release the wireless antenna cables from the retention clips and routing channels (2) built into the sides of the display back cover. Remove the antennas (3) from the display back cover. The wireless cables and antennas are available as spare part number N08595-001.

  • Page 67: Speakers

    Remove the power connector cable: Disconnect the power connector cable (1) from the system board. Release the cable from the retention clips and routing channel (2) built into the fan and speaker. Remove the power connector cable (3) from the computer. To install the power connector cable, reverse this procedure.

  • Page 68: Keyboard With Top Cover

    Remove the speakers (2) from the computer. To install the speakers, reverse this procedure. Keyboard with top cover The top cover with keyboard remains after removing all other spare parts from the computer. In this section, the first table provides the main spare part number for the top covers with keyboards. The second table provides the country codes.

  • Page 69: Solid-State Drive Board

    Table 6-12 Spare part country codes (continued) For use in country or Spare part For use in country or Spare part For use in country or Spare part region number region number region number Hungary -211 Saudi Arabia -171 Solid-state drive board To remove the solid-state drive board, use this procedure and illustration.
  • Page 70 Remove the board (3) from the computer. To remove the board from the bracket, disconnect the cable (1) from the ZIF connector on the solid-state drive board. Remove the two Phillips M2.0 × 2.8 screws (2) that secure the board to the bracket. Remove the board (3) from the bracket.

  • Page 71: Card Reader Board

    Card reader board To remove the card reader board, use this procedure and illustration. Table 6-14 Card reader board descriptions and part numbers Description Spare part number Card reader board L52030-001 Card reader board cable L52027-001 Before removing the card reader board, follow these steps: Prepare the computer for disassembly (see Preparation for disassembly on page 30).

  • Page 72: Audio Board

    Before removing the USB board, follow these steps: Prepare the computer for disassembly (see Preparation for disassembly on page 30). Remove the bottom cover (see Bottom cover on page 30). Remove the battery (see Removing and reinstalling the same battery on page 32).
  • Page 73 Remove the audio board: Disconnect the cable (1) from the ZIF connector on the audio board. Remove the Phillips M2.0 × 2.8 screw (2) that secures the board to the computer. Remove the board (3) from the computer. To install the audio board, reverse this procedure. Audio board...

  • Page 74: Troubleshooting Guide

    Based on some of the most common symptoms, this chapter identifies 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 can help identify and resolve the problem more quickly.

  • Page 75: General Troubleshooting Steps

    Proceed through the steps in the following table until the issue is resolved, and then move on to the next step that is relevant to the issue. For example, if you resolve a memory issue using the HP PC Diagnostics, or Unified Extensible Firmware Interface (UEFI), tool in step 6, you can then move on to step 10 to reseat the memory into its memory slot.

  • Page 76: Failure Classification

    Power-On Self-Test (POST) verifies that hardware components (such as processor, hard drive, memory) are functional. When POST is complete, the HP logo appears briefly and then disappears. If there are errors, the computer might exhibit blinking lights, POST error messages, or similar notifications.
  • Page 77 No wake up on page 97 page 88 Unresponsive on page 98 Burnt smell on page 88 Slow performance on page 99 HP Smart Adapter warning message on page 99 Incorrect time and date on page 100 a,b,c similar symptoms Failure classification by hardware devices To determine failure by device, use this table.

  • Page 78: Examine The Environment

    Table 7-5 Failure classification by hardware devices 4. Display 5. I/O devices 6. Storage 7. Mechanical Display anomalies on Keyboard on page 107 Hard drive or solid-state Noise (sound) on page page 101 drive not recognized on Keyboard point stick on page 116 Dead pixel on page 103 page 108...

  • Page 79: Update Bios And Drivers

    6. HP Hardware Diagnostics and Tools HP offers diagnostics and tools to diagnose hardware failure. This section describes how to use some of these tools. Check for the latest versions before use.

  • Page 80: Hp Pc Hardware Diagnostics Uefi

    The HP PC Hardware Diagnostics UEFI tool is built within BIOS (basic memory and hard drive diagnostics only), or within new hard drives themselves. These drives contain more advanced versions of the diagnostic tool than the BIOS-based version.

  • Page 81: 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 file can help identify any settings that are contributing to an issue.

  • Page 82: Hp Image Diagnostic Tool

    The report can assist you with diagnostics and solutions to problems you encounter. HP Thermal Monitor You can use HP Thermal Monitor to stress the processor and GPU and monitor the temperature values of various components in the system. NOTE: Available only to authorized service providers and technicians.

  • Page 83: Blinking Light Codes

    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 84: Post Error Messages

    ● BIOS ● Mass storage devices ● Fans The following table describes errors encountered during HP PC Hardware Diagnostics UEFI. Table 7-8 System diagnostics failure codes and actions to address the failure Test description Failure description Error Suggested user actions...

  • Page 85: Resolve The Issue

    Before performing a hard reset, you must disconnect or remove all peripheral devices. Start and test the computer by itself, and if the problem is not resolved, reconnect one peripheral device at a time. To resolve the startup or operational problem, run HP Support Assistant, or manually install all updated drivers from Microsoft and HP.

  • Page 86: Soft Reset (Default Settings)

    If a startup menu appears, use the arrow keys to select Start Windows Normally, and then press the enter key. After reconnecting each of the peripheral devices, run Windows Update and HP Support Assistant to update all device drivers. CMOS refers to the battery-powered semiconductor chip located on computer's system board.

  • Page 87: 11. Test With Minimum 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 or fan. This essential configuration is often used to troubleshoot power-on related issues, such as no-boot, reboot, and freezing issues.

  • Page 88: Safe Mode

    Testing with a verified working AC adapter can identify an error caused by a faulty one. Similarly, testing with a verified working operating system can determine bad behaviors of the current operating system. Non HP diagnostics tools on page 72 for instructions about obtaining and using a Windows-To-Go USB.

  • Page 89: 13. Replace The System Board

    ● Cables or connections are loose. ● Technician is unaware of information available from the HP Support website (CA - Customer Advisory). ● The issue is related to existing or known issues that might be identified in existing support articles.

  • Page 90: Helpful Hints

    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 they can locate it on http://www.hp.com. Also, tell them that there are other solutions available on the website.

  • Page 91: Consulting With Hp Service

    Press the touchpad On/Off button light. If the light toggles on or off, the touchpad is likely operating correctly. Consulting with HP Service If further HP support is required, the following information might be requested when you call. It might be helpful to take notes. ●...

  • Page 92: Common Issues And Possible Solutions

    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 tables. The following sections identify the issue with symptoms and solutions to resolve an issue. Power-on issues Use the following sections to troubleshoot power issues.
  • Page 93 Replace new power connector cable (if the cable exists and is defective) To isolate faulty power connector cable and power button, technicians can short power-on pads or pins to turn on the computer. Contact HP Engineering for this information. Verify blinking lights (7.

  • Page 94: Intermittent Power-On, Shutdown, Restart

    Table 7-9 Issues, possible causes, and fixes (continued) Items Procedures Tips Computer automatically boots without pressing power button when the RTC 3 V battery is removed. Therefore, after the service door and RTC 3 V battery are removed, you do not have to press power button from top side. In essential hardware configuration, mWS G1 and G2 might require discrete graphics processing unit (GPU) to boot.

  • Page 95: Ac Adapter Issue

    If there is still no rear power light or no startup, replace the AC adapter. Tips The HP Smart AC adapter has a special pin in the middle, called the ID pin, for power rating and throttling. If this pin is broken, the rear power light turns on, but the power button and front power lights blink continuously, and the computer does not turn on.
  • Page 96 Table 7-12 Issues, possible causes, and fixes Items Procedures Symptoms Possible causes ● No battery status light Defective AC adapter, battery, or both. ● Blinking amber (critically low NOTE: Before proceeding, verify that the computer can start to BIOS or Windows with battery level) a good AC adapter.
  • Page 97 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. Verify that battery is recognized and charging.

  • Page 98: Battery Discharges Too Fast

    To conserve battery power, turn off Wireless On-Off button and other peripherals and USB devices, applications, processes (in Task Manager) when not in use; also, reduce screen brightness. Follow HP instructions about how to maintain battery and increase battery life. Burnt smell Use this information to troubleshoot burnt-odor issues.

  • Page 99: Post

    Inspect further sources internally after disassembling chassis, such as burnt or damaged components. If the issue persists, replace boards, AC adapter, and battery for safety concern, and report issues to HP. POST Use the following sections to troubleshoot Power-on Self Test issues.

  • Page 100: Blinking Lights

    Perform hardware reset (8. Hard reset on page 75) and verify that HP Logo is presented correctly on display screen when pressing f10. Test with external monitor via VGA port (or DisplayPort, HDMI, or other). Press power button and close the computer lid to force video output to external video.

  • Page 101: Diagnostic Error Messages

    Restore hardware to its original condition (for example, 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 that the system has finished BIOS hardware validation and is ready to launch the Startup Menu.

  • Page 102: Performance (Os)

    If you lost or forgot the user password, contact your IT personnel. Reference HP F10 Setup Overview http://h10032.www1.hp.com/ctg/Manual/c04460979 http://h10032.www1.hp.com/ctg/Manual/c04685655 See the HP PC BIOS F10 Setup Guide at http://support.hp.com. Performance (OS) Most software problems occur as a result of certain situations. ● The application was not installed or configured correctly.
  • Page 103 Verify functionality of AC adapter alone. If it does not work, 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 and cable.

  • Page 104: Blue Screen

    76) to prevent booting to another device. Run HP Hardware Diagnostics (6. HP Hardware Diagnostics and Tools on page 69) to isolate major faulty hardware issues. ● HP PC Hardware Diagnostics (UEFI) tool to test hard drive, memory, and system. Chapter 7 Troubleshooting guide...

  • Page 105: Freeze At Windows Logo (Hang Or Lockup)

    ● Thermal Monitor (available only to authorized service providers and technicians) tool to monitor temperature limits of processor and GPU. See “HP Thermal Monitor” in 6. HP Hardware Diagnostics and Tools on page Remove or undo recently added hardware (5. Remove or uninstall recently added hardware, software on page 69).

  • Page 106: Electromagnetic Interference (Emi)

    Roll back to previous version might be necessary. Go to safe mode to install drivers. Run Hardware Diagnostics (6. HP Hardware Diagnostics and Tools on page 69) to isolate hardware issue. Undo recent changes in Windows (5. Remove or uninstall recently added hardware, software on page 69).

  • Page 107: No Wake Up

    Table 7-22 Issues, possible causes, and fixes Items Procedures Symptoms Possible causes System locks up, freezes in certain Electromagnetic interference (EMI). physical area or location Troubleshooting steps (2. Examine the environment on page 68). Pay attention to external power source, high-frequency signals such as cell phones, microwave ovens. Move the computer to different locations nearby to determine where it fails and where it does not fail.

  • Page 108: Unresponsive

    Table 7-23 Issues, possible causes, and fixes (continued) Items Procedures Troubleshooting steps Verify that front power light (7. Status lights, blinking light codes, troubleshooting lights, and POST error messages on page 72) is blinking (indicating Sleep state). Press power button to exit Sleep. Reset BIOS to default (associated with OS Power Management in Power Menu) Update BIOS and drivers on page Check power management settings in Windows Power Options.

  • Page 109: Slow Performance

    Perform disk defragmentation to consolidate fragmented data on the hard drive so it works more efficiently. Tips Routine maintenance for performance improvement on page 129. See http://windows.microsoft.com/en-us/windows-8/free-up-disk-space. http://windows.microsoft.com/en-us/windows/optimize-windows-better- performance#optimize-windows-better-performance=windows-vista. HP Smart Adapter warning message Use this information to troubleshoot power adapter warning messages. Slow performance...

  • Page 110: Incorrect Time And Date

    Contact HP for configuration details. Note HP Smart AC adapter warning message: informs you that as power demands increase, the notebook might not perform at full capacity, which might result in longer battery- charging time. In cases of extreme power demands, the system might also throttle back the processor, or with systems that have a discrete video subsystem, a video balance mode might occur to further balance the power needs of the system.

  • Page 111: Display

    Display anomalies 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 symptoms and use the HP PC Hardware Diagnostics (UEFI) tool before any replacement.

  • Page 112: Quick Check

    Update operating system (OS), graphics or video drivers (Intel, AMD, NVIDIA, and others). 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, for example, blue screen error, graphics or video issues, in the BIOS Legacy setting.

  • Page 113: Dead Pixel

    Troubleshooting steps Use an external monitor with higher resolution. Test with external monitor using HDMI or HP port. Press the power button and close the computer lid to force video output to external video. If there is still no video, contact support.

  • Page 114: Displayport/Vga

    Table 7-30 Issues, possible causes, and fixes Items Procedures Symptom Possible causes No image on external monitor External monitor, resolution, display configuration, drivers. Troubleshooting steps Be sure external monitor is compatible with the computer. Be sure that external monitor is turned on. Press any key to exit the power-saving mode.

  • Page 115: 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 Elite Dock with Thunderbolt 3 & HP ZBook Dock with Thunderbolt 3.” Go to http://www.hp.com/...

  • Page 116: Touch Screen

    Table 7-33 Issues, possible causes, and fixes Items Procedures Symptoms Possible causes System works normally but the Loose connection, display cable, display, graphics card. display shows: Troubleshooting steps ● Missing or strange color Verify with external monitor ● Image distortion Use combination fn + f4 to enable output to external monitor.

  • Page 117: I/O Devices

    3, PCI Express). ● If you have problems with external devices not provided by HP, contact device manufacturers for compatibility and latest drivers before troubleshooting (for example, USB devices, Thunderbolt devices, PCI express card reader, VGA, display, HDMI monitors, speakers).

  • Page 118: Keyboard Pointing Stick (Select Products Only)

    (caps lock, shift, ctrl, fn, Windows, alt) if necessary. Test with HP PC Hardware Diagnostics (UEFI) to isolate a hardware issue from a software issue. Verify that BIOS is up to date. If so, resetting BIOS to default might help.

  • Page 119: Keyboard Backlight

    Table 7-36 Issues, possible causes, and fixes (continued) Items Procedures The following steps are for authorized providers and technicians. Verify whether keyboard flex cables are in good condition (no delamination or torn cable end, no missing or cracked tracks, pads). Verify that keyboard flex cable ends are fully inserted and aligned with connectors on system board and back of keyboard, and that connector tabs are properly closed.

  • Page 120: Network Connectivity (Rj-45 Jack)

    Install the latest touchpad driver. Adjust touchpad settings (Control Panel > Mouse). Test touchpad controller using the HP PC Hardware Diagnostics (UEFI) tool (f2> Component Tests > Mouse Test > Pointer Test & Drag and Drop Test). The following steps are for authorized service providers/technicians.

  • Page 121: Wwan

    Table 7-40 Issues, possible causes, and fixes (continued) Items Procedures The following steps are for authorized providers or technicians. Verify that the wireless module and its antenna cables are fully inserted and in good condition (see WLAN module removal and replacement section).

  • Page 122: Smart Card Reader

    Table 7-42 Issues, possible causes, and fixes Items Procedures Symptoms Possible causes ● USB devices are not recognized USB devices do not have the latest software drivers or port insufficient power, or the devices are not compliant. ● USB devices are not charging NOTE: USB Type-C uses a different connector entirely.

  • Page 123: Speaker, Headphone - Audio Issues

    Table 7-43 Issues, possible causes, and fixes (continued) Items Procedures Card Reader Removal Policy Troubleshooting steps Verify card reader removal policy. Be sure that the card has no physical damage. Inspect the ends of the memory cards for dirt or material closing a hole or spoiling a metal contact.
  • Page 124 Be sure that the sound is not muted. Verify that the sound card is detected in Windows Device Manager. Reinstall the latest audio driver. Test audio device using the HP PC Hardware Diagnostics (UEFI) tool > Component Tests > Audio).

  • Page 125: Thunderbolt (Tb)

    Thunderbolt (TB) Use this information to troubleshoot Thunderbolt issues. Table 7-45 Issues, possible causes, and fixes Items Procedures Symptom Possible causes Thunderbolt device not working BIOS, drivers, and user settings. Troubleshooting steps Update to the latest BIOS and choose appropriate TB Port settings. Reset User Account Settings to default.

  • Page 126: Hard Drive Or Solid-State Drive Not Recognized

    If any test fails, record failure code and contact support for instructions about 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 127: No Boot To Operating System (No Read-Write Error)

    For multiple storage devices, keep the primary drive with the operating system and remove other devices. Use the HP Hardware Diagnostics tool to verify that the drive is recognized and test it. If the hard drive fails diagnostics, record failure and have the drive replaced.

  • Page 128: Read-Write Error

    Use the HP Hardware Diagnostics tool to test. If failed, record failure code and have the hard drive replaced. If no error with HP PC Hardware Diagnostics (UEFI) tool, try to repair the hard drive and its files in Windows (using command “CHKDSK /f /r /x”). Use HP Restore to reinstall the operating system, if needed.

  • Page 129: Slow Performance

    129. Blue screen (BSOD) error A faulty hard drive can cause a blue screen error. Perform the drive tests using the HP Diagnostics Tool to be sure that the drive is functional. If all of the tests are successful, see...

  • Page 130: Mechanical

    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 replace hard drive replace. If you find no error with HP PC Hardware Diagnostics (UEFI), perform disk defragmentation.

  • Page 131: Fan Runs Constantly

    Table 7-51 Issues, possible causes, and fixes (continued) Items Procedures Noisy fan Determine whether the noise comes from the fan. Disconnect the fan briefly to isolate whether noise originates from fan. If noise is absent with fan disconnected, see runs constantly on page 121.

  • Page 132: Thermal Shutdown (Hot)

    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 133: Additional Information

    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 69).

  • Page 134: Acronyms

    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. The following information is from the white paper http://h10032.www1.hp.com/ctg/Manual/c04685655. Chapter 7 Troubleshooting guide...

  • Page 135: Processor Not Executing Code

    Table 7-54 Blinking lights and boot error codes Blink codes Error Amber battery light: blinks 1 Hz continuously Embedded Controller unable to load firmware Caps and num lk lights = 1 blink Processor not executing code Caps and num lk lights = 2 blinks BIOS recovery code unable to find valid BIOS recovery image Caps and num lk lights = 3 blinks Memory module error...

  • Page 136: Graphics Controller Error (No Controller)

    lock num lock keys both blink three times, followed by a pause, and 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. This issue might be related to the graphics controller in your machine. You can resolve this problem by ensuring that the graphics controller module is seated correctly in machines with modular graphics.

  • Page 137: 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 normally repairs this type of issue; however, on this computer HP Sure Start has been configured to operate in manual mode key sequence.
  • Page 138 Primary Battery This code indicates that the primary battery has very low capacity. Replace Search http://www.hp.com/support for details about 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 139: Routine Maintenance For Performance Improvement

    Fan not operating The system fan might be malfunctioning. correctly For information about troubleshooting heat-related issues, see http://support.hp.com/us-en/document/c01007591. A hard reset can sometimes restore the system fan to working order. https://support.hp.com/us-en/document/c01684768 for details. If the system fan continues to malfunction, contact support.

  • Page 140: Bug Check Symbolic Names

    If you recently added hardware to the system, try removing or replacing it. You can also 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 141: Windows Software Development Kit (Sdk)

    Use the tool (https://msdn.microsoft.com/library/windows/hardware/ff551063%20(v=vs.85).aspx) to determine the cause of the error. Follow general steps for downloading, setting up, and using the Windows 10 debugging tool. NOTE: The following screenshots provide only an example of the tool. Specifics shown are not representative of all applications of the debugging tool.
  • Page 142 Select features to install. 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. Chapter 7 Troubleshooting guide...
  • Page 143 ● Save the workspace. Open the crash dump file. Windows Software Development Kit (SDK)

  • Page 144: Display Issue: Pixel Anomalies

    Lookup for Bug Check 0xC2. Display issue: pixel anomalies All HP notebook displays adhere to strict quality and reliability specifications. A small percentage of display panels might have minor cosmetic manufacturing anomalies or irregularities such as bright or Chapter 7 Troubleshooting guide...
  • Page 145 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 146: Cable Management

    Cable management Proper routing of the internal cables is critical to the operation of the computer. Follow good cable management practices when you have to remove and install 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 147: Horizontal Cable Insertion

    Horizontal cable insertion Use flat tool to pull connector evenly. Do not pull on cable to remove. Slide connector into receptacle on same horizontal plane as board and use a flat tool to push evenly into receptacle. Multiple-pin horizontal connector (LVDS cable to display panel) Use these procedures to properly insert and remove a multiple-pin horizontal connector.

  • Page 148: Multiple-Pin Vertical Connector (Lvds Cable To System Board)

    Multiple-pin vertical connector (LVDS cable to system board) Use this procedure to properly insert and remove a multiple-pin vertical connector. ● Remove the connector gasket before removing the connector. ● If the connector has a plastic pull tab, pull the tab to disconnect. Otherwise, use flat tool under the connector to remove evenly.

  • Page 149: Computer Setup (Bios), Tpm, And Hp Sure Start

    Use extreme care when making changes in Computer Setup. Errors can prevent the computer from operating properly. To start Computer Setup, turn on or restart the computer, and when the HP logo appears, press enter Computer Setup. Navigating and selecting in Computer Setup You can navigate and select in Computer Setup using one or more methods.

  • Page 150: Updating The Bios

    Your password settings and security settings are not changed when you restore the factory settings. Updating the BIOS Updated versions of the BIOS might be available on the HP website. Most BIOS updates on the HP SoftPaqs . website are packaged in compressed files called Some download packages contain a file named Readme.txt, which contains information regarding...

  • Page 151: Downloading A Bios Update

    After you review the prerequisites, you can check for and download BIOS updates. Perform one of these tasks: ● Select the Search icon in the taskbar, type support in the search box, and then select the HP Support Assistant app. ●...

  • Page 152: Changing The Boot Order Using The F9 Prompt

    BIOS for attacks or corruption. 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. Advanced users can customize the default configuration.

  • Page 153: Backing Up, Restoring, And Recovering

    HP USB flash drive. Using a recent backup can return your machine to a working state sooner than using the HP USB flash drive. After the system is restored, reinstalling all the operating system software released since your initial purchase can be a lengthy process.

  • Page 154: Creating A System Restore

    HP USB flash drive. Using a recent backup can return your machine to a working state sooner than using the HP USB flash drive. After the system is restored, reinstalling all the operating system software released since your initial purchase can be a lengthy process.

  • Page 155: Changing The Computer Boot Order

    Changing the computer boot order If your computer does not restart using the HP Recovery USB flash drive, you can change the computer boot order, which is the order of devices listed in BIOS for startup information. IMPORTANT: For a tablet with a detachable keyboard, connect the tablet to the keyboard base before beginning these steps.

  • Page 156: Using Hp Pc Hardware Diagnostics

    After HP PC Hardware Diagnostics Windows is installed, follow these steps to access it from HP Support Assistant: Complete one of the following tasks: ● Select the Search icon in the taskbar, type support in the search box, and then select the HP Support Assistant app. ● Select the question mark icon in the taskbar.

  • Page 157: Accessing Hp Pc Hardware Diagnostics Windows From The Start Menu (Select Products Only)

    To stop a diagnostic test, select Cancel. Accessing HP PC Hardware Diagnostics Windows from the Start menu (select products only) After HP PC Hardware Diagnostics Windows is installed, follow these steps to access it from the Start menu: Select the Start button, and then select All apps.

  • Page 158: Downloading Hp Hardware Diagnostics Windows By Product Name Or Number

    Downloading HP PC Hardware Diagnostics UEFI to a USB flash drive on page 149. If your PC does not start in Windows, you can use HP PC Hardware Diagnostics UEFI to diagnose hardware issues. Using an HP PC Hardware Diagnostics UEFI hardware failure ID code When HP PC Hardware Diagnostics UEFI detects a failure that requires hardware replacement, a 24-digit failure ID code is generated.

  • Page 159: Only)

    Application. Proceed with the troubleshooting tests. 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 some situations. ● HP PC Hardware Diagnostics UEFI is not included in the preinstallation image.

  • Page 160: Downloading The Latest Hp Pc Hardware Diagnostics Uefi Version

    Remote PC Hardware Diagnostics UEFI, and then select Learn More. Downloading Remote HP PC Hardware Diagnostics UEFI Remote HP PC Hardware Diagnostics UEFI is also available as a SoftPaq that you can download to a server. Downloading the latest Remote HP PC Hardware Diagnostics UEFI version You can download the latest Remote HP PC Hardware Diagnostics UEFI version to a USB flash drive.

  • Page 161: Downloading Remote Hp Pc Hardware Diagnostics Uefi By Product Name Or Number

    Set the location for downloading the diagnostic tools. This feature provides access to the tools from the HP website or from a server that has been preconfigured for use. Your computer does not require the traditional local storage, such as a hard drive or USB flash drive, to run remote diagnostics.

  • Page 162: Specifications

    Specifications This chapter provides specifications for your computer system. Computer specifications This section provides specifications for your computer. When you travel with your computer, the computer dimensions and weights, as well as input power ratings and operating specifications, provide helpful information. Table 11-1 Computer specifications Metric...
  • Page 163 Table 11-2 Display specifications Metric U.S. Active diagonal size 39.6 cm 15.6 in Resolution 1368 × 766 (HD) 1920 × 1080 (FHD) Surface treatment Antiglare Brightness 250 nits Viewing angle SVA (HD panels) UWVA (HD, FHD panels) Backlight WLED Display panel interface 39.6 cm (15.6 in) display specifications...

  • Page 164: Statement Of Memory Volatility

    No applications, features, or functionality were added to or installed on the system. Following system shutdown and removal of all power sources from an HP business computer system, personal data can remain on volatile system memory (DIMMs) for a finite period of time and also remains in nonvolatile memory.
  • Page 165 If an asset or ownership tag is set, select the Security menu and scroll down to the Utilities menu. Select System IDs, and then select Asset Tracking Number. Clear the tag, and then make the selection to return to the prior menu. If a DriveLock password is set, select the Security menu, and scroll down to Hard Drive Utilities under the Utilities menu.

  • Page 166: Nonvolatile Memory Usage

    System boot ROM (BIOS) Nonvolatile memory, 128 Mbit Download the latest BIOS (16 MB) socketed, removable for your model from the HP website and follow the instructions to flash the BIOS that are on the website. RTC (CMOS) RAM Volatile memory, 256 bytes...

  • Page 167: Questions And Answers

    Under typical operation, the only user data stored on the primary storage device are preferences for device configuration and settings for connections. However, the administrator can configure the system to allow users to store data locally. The only user data potentially stored in BIOS Settings are the ownership and asset tags, administrator password, and startup password.

  • Page 168: Using Hp Sure Start (Select Products Only)

    BIOS for attacks or corruption. 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. Advanced users can customize the default configuration.

  • Page 169: Power Cord Set Requirements

    Power cord set requirements This chapter provides power cord requirements for countries and regions. The wide-range input feature of the computer permits it to operate from any line voltage from 100 V AC to 120 V AC, or from 220 V AC to 240 V AC. The three-conductor power cord set included with the computer meets the requirements for use in the country or region where the equipment is purchased.
  • Page 170 Table 13-1 Power cord requirements for specific countries and regions (continued) Country/region Accredited agency Applicable note number Germany India Israel Italy Japan Netherlands KEMA New Zealand SANZ Norway NEMKO The People's Republic of China Saudi Arabia SASO Singapore South Africa SABS South Korea Sweden...
  • Page 171 For 127 V AC, the flexible cord must be Type SVT or SJT 3-conductor, 18 AWG, with plug NEMA 5-15P (15 A, 125 V AC), with UL and CSA or C-UL marks. For 240 V AC, the flexible cord must be Type H05VV-F three-conductor, 0.75 mm²...

  • Page 172: Swelling Or Deformation Of Notebook Battery

    HP has worked closely with our battery cell suppliers and third-party industry experts to help minimize the potential for HP batteries to swell over time and to identify that swollen batteries are not a safety issue.

  • Page 173: Hp Adaptive Battery Optimizer (Consumer Notebooks)

    HP Adaptive Battery Optimizer (consumer notebooks) HP Adaptive Battery Optimizer technology can help mitigate the factors that cause the battery to swell. It is available on select HP OMEN, HP Spectre, HP Pavilion, and HP ENVY notebook computers. HP Adaptive Battery Optimizer has been available on select gaming notebooks since 2019 and select consumer notebooks since 2020.

  • Page 174: 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 website at http://www.hp.com/recycle. Chapter 15 Recycling...

  • Page 175: Index

    25 esc key, identifying 12 (microphone) combo jack, caring for wood veneer 27 identifying 6 disinfecting 26 audio, product description 1 HP Easy Clean 25 removing dirt and debris 25 illustrated 17 components removal 44 backup, creating 143 bottom 12...
  • Page 176 HP PC Hardware Diagnostics UEFI wireless certification 13 power connector cable downloading 149 WLAN 13 illustrated 16 failure ID code 148 left control zone, identifying 8 removal 56 HP Hotkey Support left side components 5 spare part number 16 software 149...
  • Page 177 HP Cloud spare part number 16 spare part number 17 Recovery Download spare part numbers 57 spare part numbers 61 Tool 143 speakers 11 USB Type-C power connector and creating using Windows special keys 10 Gbps port with DisplayPort...

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