HP ZBook 15u G3 Maintenance And Service Manual
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HP ZBook 15u G3 Maintenance And Service Manual

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HP EliteBook 850 G3 Notebook PC
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Maintenance and Service Guide

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Summary of Contents for HP ZBook 15u G3

  • Page 1 HP ZBook 15u G3 Mobile Workstation HP EliteBook 850 G3 Notebook PC HP EliteBook 840 G3 Notebook PC Maintenance and Service Guide...
  • Page 2 The information contained herein is subject to change without notice. The only warranties for HP products and services are set forth in the express warranty statements accompanying such products and services. Nothing herein should be construed as constituting an additional warranty.
  • Page 3 Important Notice about Customer Self-Repair Parts CAUTION: Your computer includes Customer Self-Repair parts and parts that should only be accessed by an authorized service provider. See Chapter 5, "Removal and replacement procedures for Customer Self-Repair parts," for details. Accessing parts described in Chapter 6, "Removal and replacement procedures for Authorized Service Provider only parts,"...
  • Page 4 Important Notice about Customer Self-Repair Parts...
  • Page 5 Safety warning notice WARNING! To reduce the possibility of heat-related injuries or of overheating the device, do not place the device directly on your lap or obstruct the device air vents. Use the device only on a hard, flat surface. Do not allow another hard surface, such as an adjoining optional printer, or a soft surface, such as pillows or rugs or clothing, to block airflow.
  • Page 6 Safety warning notice...

  • Page 7: Table Of Contents

    Table of contents 1 Product description ............................1 2 External component identification ........................7 Right ..................................7 Left ..................................9 Display ................................. 10 Top ..................................11 TouchPad ............................11 Lights ..............................12 Buttons, speakers, and fingerprint reader ..................14 Keys ..............................16 Using the hot keys ..........................
  • Page 8 5 Removal and replacement procedures for Customer Self-Repair parts ............. 35 Component replacement procedures ........................35 Bottom cover ............................. 35 Battery ............................... 40 Hard drive ............................41 SSD ..............................43 Memory modules ..........................44 WLAN/Bluetooth combo card ......................46 WWAN module ........................... 48 Keyboard ............................
  • Page 9 5. Remove or uninstall recently added hardware, software .......... 87 6. HP Hardware Diagnostics and Tools ................88 HP PC Hardware Diagnostics (UEFI) ............. 88 HP Support Assistant (HPSA) ............... 90 HP BIOS Configuration Utility (BCU) ............. 91 HP Image Diagnostic Tool ................91 HP Thermal Monitor ..................
  • Page 10 Display ............................. 119 Display anomalies ......................119 Symptom ....................119 Quick check ....................120 HP PC Hardware Diagnostics (UEFI) for video test ........120 Display assembly diagram ................. 121 Dead pixel ........................121 No video (internal) ......................121 No video (external) ....................... 122 DisplayPort/VGA ......................
  • Page 11 Display Issue: Pixel Anomalies ......................153 Cable management ......................... 154 Connector types ..........................155 8 Computer Setup (BIOS), TPM, and HP Sure Start in Windows 10 ..............157 Using Computer Setup ............................157 Starting Computer Setup ........................ 157 Navigating and selecting in Computer Setup ................. 157 Restoring factory settings in Computer Setup ................
  • Page 12 Using HP Sure Start (select products only) ....................... 161 9 Computer Setup (BIOS), TPM, and HP Sure Start in Windows 8 ................ 162 Using Computer Setup ............................162 Starting Computer Setup ........................ 162 Navigating and selecting in Computer Setup ................. 162 Restoring factory settings in Computer Setup ................
  • Page 13 14 Backing up and recovering Windows 7 ....................... 184 Creating recovery media and backups ......................184 Guidelines ............................184 Creating recovery media with HP Recovery Disc Creator ............... 184 Creating recovery media ....................185 Backing up your information ......................185 Performing a system recovery ..........................

  • Page 15: Product Description

    AMD FirePro W4190M 128-bit GDDR5, 18 W (mobile workstation only) ● AMD Radeon R7 M365X 64-bit GDDR5, 18 W (HP EliteBook 850 G3 only) Panel 39.6-cm (15.6-in), eDP 1.2 slim, high-definition (HD), AntiGlare (AG), SVA (1366 x 768) display with and without webcam (not available on mobile workstation) 39.6-cm (15.6-in), eDP 1.2 slim, full high-definition (FHD), AntiGlare (AG), SVA (1920 x 1080) display with and...
  • Page 16 Category Description 39.6-cm (15.6-in), eDP 1.2 slim, full high-definition (FHD), AntiGlare (AG), UWVA (1920 x 1080) display with and without webcam (mobile workstation only) 39.6-cm (15.6-in), eDP1.4 + PSR 1.2 slim, ultra high-definition (UHD), AntiGlare (AG), UWVA (3480 x 2160) display with and without webcam (mobile workstation only) 39.6-cm (15.6-in), eDP1.3 + PSR 1.2 slim, ultra high-definition (UHD), AntiGlare (AG), UWVA (3480 x 2160) display with and without webcam (not available on mobile workstation)
  • Page 17 Category Description Serial ATA M.2 (2280) 256 GB SATA-3 self-encrypting (Opal 2) ● ● M.2 (2280) 240 GB SATA-3 MLC ● M.2 (2280) 180 GB SATA-3 self-encrypting (Opal 2) MLC ● M.2 (2280) 180 GB SATA-3 MLC PCIe: (mobile workstation only) ●...
  • Page 18 Integrated wireless wide area network (WWAN) options by way of wireless module Two WWAN antennas built into display assembly Supports the following WWAN formats: ● HP lt4120 LTE/EVDO/HSPA+ SnapdragonT X5 LTE Mobile Broadband Module ● HP hs31110 HSPA + Intel Mobile Broadband Module Supports no WWAN option...
  • Page 19 Category Description Operating system Preinstalled: ● Windows ® 7 Professional 64-bit ● Windows 10 Home 64 Chinese Market (CPPP) ● Windows 10 Home 64 High-end ● Windows 10 Home 64 High-end Single Language ● Windows 10 Home 64 High-end Chinese Market Windows 10 Professional 64 ●...
  • Page 20 Category Description ● Windows 8.1 Enterprise Windows 7 Enterprise 64- and 32-bit ● (mobile workstation only) Windows 8.1 Emerging Markets 64 ● ● Windows 8.1 Multilingual 64 ● Windows 8.1 Professional 64 ● Windows 8.1 China 64 ● Windows 7 Professional 32-bit Serviceability End user replaceable parts: AC adapter...

  • Page 21: External Component Identification

    Safety, and Environmental Notices. To access this guide: Windows 10: Select the Start button, select All apps, select HP Help and Support, and then select HP Documentation. Windows 8 or Windows 7: Select the HP Support Assistant app on the Start screen, select My computer, and then select User guides.
  • Page 22 Component Description RJ-45 (network) jack/status lights Connects a network cable. Green (left): The network is connected. ● ● Amber (right): Activity is occurring on the network. Docking connector Connects an optional docking device. SIM card slot Supports a wireless subscriber identity module (SIM) card. Power connector Connects an AC adapter.

  • Page 23: Left

    Left Component Description Security cable slot Attaches an optional security cable to the computer. NOTE: The security cable is designed to act as a deterrent, but it may not prevent the computer from being mishandled or stolen. Vents (2) Enable airflow to cool internal components. NOTE: The computer fan starts up automatically to cool internal components and prevent overheating.

  • Page 24: Display

    Select the Start button, select All apps, select HP Help and Support, and then select HP Documentation. Windows 8 or Windows 7: Select the HP Support Assistant app on the Start screen, select My computer, and then select User guides. Chapter 2 External component identification...

  • Page 25: Top

    TouchPad Component Description Pointing stick (select products only) Moves the pointer and selects or activates items on the screen. Left pointing stick button (select products only) Functions like the left button on an external mouse. TouchPad on/off button/TouchPad light Turns the TouchPad on and off. ●...

  • Page 26: Lights

    Lights NOTE: Refer to the illustration that most closely matches your computer. Component Description Power light On: The computer is on. ● ● Blinking: The computer is in the Sleep state, a power-saving state. The computer shuts off power to the display and other unneeded components.
  • Page 27 Component Description ● Off: The TouchPad is on. Component Description Power light ● On: The computer is on. Blinking: The computer is in the Sleep state, a power-saving ● state. The computer shuts off power to the display and other unneeded components. ●...

  • Page 28: Buttons, Speakers, And Fingerprint Reader

    Component Description Caps lock light On: Caps lock is on, which switches the key input to all capital letters. TouchPad light ● On: The TouchPad is off. ● Off: The TouchPad is on. Buttons, speakers, and fingerprint reader Component Description Power button ●...
  • Page 29 Component Description ▲ Type power in the taskbar search box, and then select Power and sleep settings. ‒ or – Right-click the Start button, and then select Power Options. Speakers Produce sound. Wireless button Turns the wireless feature on or off but does not establish a wireless connection.

  • Page 30: Keys

    Keys NOTE: Refer to the illustration that most closely matches your computer. Component Description Displays system information when pressed in combination with key. Executes frequently used system functions when pressed in combination with a function key, the num lock key, or the key.

  • Page 31: Using The Hot Keys

    Component Description Displays system information when pressed in combination with key. Executes frequently used system functions when pressed in combination with a function key, the num lock key, or the key. Using the hot keys on page 17 Windows key Opens the Start menu.
  • Page 32 Press fn+function key Description Most external monitors receive video information on the computer using the external VGA video standard. fn+f4 hot key can also alternate images among other devices that are receiving video information on the computer. Decreases the screen brightness incrementally as long as you hold down the key. Increases the screen brightness incrementally as long as you hold down the key.

  • Page 33: Bottom

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

  • Page 34: Front

    ● Blinking white: The hard drive is being accessed. ● Amber: HP 3D DriveGuard has temporarily parked the hard drive. Locating system information Important system information is located on the bottom edge of the tablet or on the keyboard base. You may...
  • Page 35 IMPORTANT: Check the following locations for the labels described in this section: the bottom of the computer, inside the battery bay, under the service door, or on the back of the display. Service label—Provides important information to identify your computer. When contacting support, you ●...

  • Page 36: Illustrated Parts Catalog

    Computer major components NOTE: HP continually improves and changes product parts. For complete and current information on supported parts for your computer, go to http://partsurfer.hp.com, select your country or region, and then follow the on-screen instructions. NOTE: Details about your computer, including model, serial number, product key, and length of warranty, are on the service tag at the bottom of your computer.
  • Page 37 821169-001 For 15” computers 821190-001 TouchPad Touchpad button board for HP 840 821171-001 Touchpad button board w/NFC antenna (not for HP ZBook 15u) 821172-001 Touchpad button board for HP 850 836620-001 Touchpad button board for HP ZBook 15u 821153-001 Touchpad button board w/NFC antenna for HP ZBook 15u...
  • Page 38 Intel Dual Band Wireless-AC 8260NGW 802.11a/b/g/n+ac non-vPro 2x2 WiFi + BT 4.2 806722-001 combo adapter (not available on HP 850) (17) WWAN module HP lt4120 LTE/EVDO/HSPA+ SnapdragonT X5 LTE Mobile Broadband Module 800870-001 HP hs31110 HSPA + Intel Mobile Broadband Module 822828-001 (18)

  • Page 39: Display Assembly Subcomponents

    Left hinge cover (a) and right hinge cover (b) (spared with hinges) Left hinge (a) and right hinge (b) For 14” computers 821166-001 For 15” computers 821187-001 Microphone module For HP 840 and HP 850 821168-001 For HP ZBook 15u 821189-001 Display assembly subcomponents...

  • Page 40: Plastics Kit

    821161-001 For HP 850 with HD raw panel 821180-001 For HP 850 with FHD raw panel 839527-001 For HP ZBook 15u with HD raw panel 821151-001 For HP ZBook 15u with FHD raw panel 839528-001 Plastics kit Chapter 3 Illustrated parts catalog...

  • Page 41: Mass Storage Devices

    Item Component Spare part number Plastics kit for HP 840 and HP 850 821175-001 Plastics kit for HP ZBook 15u 821193-001 Fingerprint reader blank SD card blank Mass storage devices Item Component Spare part number Hard drive 1 TB, 5400 rpm, 7 mm...

  • Page 42: Miscellaneous Parts

    45 W HP Smart AC adapter, nPFC, 2P for HP 840 and HP 850 742436-001 65 W HP Smart AC adapter, nPFC, S-3P for HP 850 and HP ZBook 15u 710412-001 65 W HP Smart AC adapter, nPFC, emerging markets...
  • Page 43 For use in Taiwan (not available with HP 850) 490371-AB1 For use in Thailand (not available with HP 850) 490371-201 For use in the United Kingdom (not available with HP 850 or HP 840) 490371-031 Power cord (3-pin, black, 1 m): For use in Argentina (HP 840)

  • Page 44: Removal And Replacement Procedures Preliminary Requirements

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

  • Page 45: Cables And Connectors

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

  • Page 46: Grounding Guidelines

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

  • Page 47: Packaging And Transporting Guidelines

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

  • Page 48: Equipment Guidelines

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

  • Page 49: Removal And Replacement Procedures For Customer Self-Repair Parts

    NOTE: HP continually improves and changes product parts. For complete and current information on supported parts for your computer, go to http://partsurfer.hp.com, select your country or region, and then follow the on-screen instructions. There are as many as 22 screws that must be removed, replaced, and/or loosened when servicing Customer Self-Repair parts.
  • Page 50 Remove the 10 rubber plugs (1) and the SD card blank (2) from the bottom cover. NOTE: The 15” computer has one more rubber plug. Remove the screws that secure the bottom cover to the computer. 14” computers Remove the 10 Phillips PM2.5x5.0 screws in the following order. Chapter 5 Removal and replacement procedures for Customer Self-Repair parts...
  • Page 51 After you remove the PM2.5×5.0 screws (1), remove the 1 PM2.0×7.0 screw (2). – or – 15” computers Remove the 11 Phillips PM2.5x5.0 screws in the following order. Component replacement procedures...
  • Page 52 After you remove the PM2.5×5.0 screws (1), remove the 1 PM2.0×7.0 screw (2). Pry up on the top (near the display hinge) of the bottom cover to disengage it from the computer. Reverse the removal procedures to install the bottom cover. NOTE: There are five different sizes of rubber plugs.
  • Page 53 The rubber-plug locations for 14” computers are as follows. Component replacement procedures...

  • Page 54: Battery

    Battery Description Spare part number 3-cell, 46 WHr, 4.08 Ah Li-ion battery 800513-001 Before removing the battery, follow these steps: Shut down the computer. If you are unsure whether the computer is off or in Hibernation, turn the computer on, and then shut it down through the operating system. Disconnect all external devices connected to the computer.

  • Page 55: Hard Drive

    Hard drive Description Spare part number 1 TB, 5400 rpm, 7 mm 762990-001 500 GB, 7200 rpm, 7 mm, FIPS 820572-001 500 GB, 7200 rpm, 7 mm, Opal-2 820573-001 500 GB, 7200 rpm, 7 mm 703267-001 500 GB, 5400 rpm, 7 mm, hybrid, 8 GB cache 732000-001 Before removing the hard drive, follow these steps: Shut down the computer.
  • Page 56 To remove the hard drive cover and bracket from the hard drive, lift the Mylar cover up off the drive, remove the 4 Phillips PM3.0×3.0 screws (1) that secure the bracket to the drive, and then lift the bracket up and off the hard drive (2). Reverse this procedure to install a hard drive.

  • Page 57: Ssd

    Description Spare part number Solid-state drive 512 GB, PCIe 3x4 823959-001 256 GB, PCIe 3x4 823958-001 256 GB, SATA-3 self-encrypting drive Opal-2 MLC 823957-001 256 GB, SATA-3 TLC (not available on mobile workstation) 823956-001 180 GB, SATA-3, self-encrypting drive Opal-2 MLC 823955-001 180 GB, SATA-3 MLC 823954-001...

  • Page 58: Memory Modules

    Failure to update the computer to the latest BIOS prior to installing new memory may result in various system problems. To update BIOS: Navigate to www.hp.com. Click Support & Drivers > click Drivers & Software. In the Enter a product name/number box, type the computer model information, and then click Search.
  • Page 59 Remove the memory module (2) by pulling the module away from the slot at an angle. NOTE: Memory modules are designed with a notch to prevent incorrect insertion into the memory module slot. NOTE: The computer uses two memory sockets. The socket labeled 2 houses the expansion memory module and the socket labeled 1 houses the primary memory module.

  • Page 60: Wlan/Bluetooth Combo Card

    Intel Dual Band Wireless-AC 8260NGW 802.11a/b/g/n+ac non-vPro 2x2 WiFi + BT 4.2 combo adapter (not 806722-001 available on HP 850) Before removing the WLAN module, follow these steps: Shut down the computer. If you are unsure whether the computer is off or in Hibernation, turn the computer on, and then shut it down through the operating system.
  • Page 61 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 62: Wwan Module

    The WLAN module and WWAN module are not interchangeable. The WWAN module is available on select models only. Description Spare part number HP lt4120 LTE/EVDO/HSPA+ SnapdragonT X5 LTE Mobile Broadband Module 800870-001 HP hs31110 HSPA + Intel Mobile Broadband Module 822828-001 Before removing the WWAN module, follow these steps: Shut down the computer.
  • Page 63 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 64: Keyboard

    Keyboard, backlit for HP 840 821177-xx1 Keyboard, no backlight for HP 850 821194-xx1 Keyboard, backlit for HP 850 821195-xx1 Keyboard, no backlight for HP ZBook 15u 821156-xx1 Keyboard, backlit for HP zBook 15u 821157-xx1 For use in country Spare part...
  • Page 65 Remove the keyboard: On 14” computers, remove the 2 Phillips PM2.5×5.0 screws that secure the keyboard to the computer (1). NOTE: The screws are labeled with a keyboard symbol. – or – On 15” computers, remove the four Phillips PM2.5×5.0 screws that secure the keyboard to the computer (1).
  • Page 66 Position the computer upright with the front toward you. Open the computer as far as possible. Insert a screwdriver or similar thin tool into the hole beside the heat sink/fan assembly, and then press on the back of the keyboard until it disengages from the computer (2). Rotate the top of the keyboard upward, and then lift the keyboard up at an angle to disengage the tabs at the bottom of the keyboard.
  • Page 67 Slide the keyboard slightly downward toward the palm rest to disengage the top of the keyboard from the top cover (1). Remove the keyboard backlight cable (2), pointing stick cable (3), and keyboard cable (4). Remove the keyboard (5). Reverse this procedure to install the keyboard. Component replacement procedures...

  • Page 68: Removal And Replacement Procedures For Authorized Service Provider Parts

    NOTE: HP continually improves and changes product parts. For complete and current information on supported parts for your computer, go to http://partsurfer.hp.com, select your country or region, and then follow the on-screen instructions. There are as many as 45 screws that must be removed, replaced, and/or loosened when servicing Authorized Service Provider only parts.

  • Page 69: Rtc Battery

    RTC battery Description Spare part number RTC battery 665733-001 Before removing the RTC battery, follow these steps: Shut down the computer. If you are unsure whether the computer is off or in Hibernation, turn the computer on, and then shut it down through the operating system. Disconnect all external devices connected to the computer.

  • Page 70: Internal Base Plate

    Internal base plate Description Spare part number Internal base plate for 14” computers 821164-001 Internal base plate for 15” computers 821186-001 Before removing the internal base plate, follow these steps: Shut down the computer. If you are unsure whether the computer is off or in Hibernation, turn the computer on, and then shut it down through the operating system.
  • Page 71 Component replacement procedures...
  • Page 72 On 14” computers, remove 9 Phillips PM2.5x5.0 screws (1), and then remove the base plate from the computer (2). – or – On 15” computers, remove 8 Phillips PM2.5x2.5 screws (3), and then remove the base plate from the computer (4). Reverse this procedure to install the internal base plate.

  • Page 73: Heat Sink/Fan Assembly

    Heat sink/fan assembly NOTE: The heat sink/fan assembly spare part kit includes replacement thermal material. Description Spare part number Heat sink/thermal module with fans for 14” computers 821163-001 Heat sink/thermal module with fans for 15” computers with UMA graphics 821184-001 Heat sink/thermal module with fans for 15”...
  • Page 74 NOTE: The thermal material must be thoroughly cleaned from the surfaces of the heat sink and the system board components each time the heat sink is removed. Replacement thermal material is included with the heat sink, processor, and system board spare part kits. –...
  • Page 75 NOTE: The thermal material must be thoroughly cleaned from the surfaces of the heat sink and the system board components each time the heat sink is removed. Replacement thermal material is included with the heat sink, processor, and system board spare part kits. Reverse this procedure to install the heat sink/fan assembly.

  • Page 76: Fingerprint Reader Assembly

    Fingerprint reader assembly Description Spare part number Fingerprint reader assembly (includes cable, bracket, and bezel) 821165-001 Before removing the fingerprint reader assembly, follow these steps: Shut down the computer. If you are unsure whether the computer is off or in Hibernation, turn the computer on, and then shut it down through the operating system.

  • Page 77: Power Button Board

    Remove the fingerprint reader board and cable assembly from the top cover (4). Reverse this procedure to install the fingerprint reader assembly. Power button board Description Spare part number Power button board assembly for 14” computers 821169-001 Power button board assembly for 15” computers 821190-001 Before removing the power button board, follow these steps: Shut down the computer.
  • Page 78 Disconnect the cable from the system board (1). Remove the Phillips PM2.5×2.5 screw (2) that secures the power button board to the top cover. Push the lever left (3). Slide the power button board left from beneath the hinge (4). Remove the power button board from a 15”...
  • Page 79 Push the lever left, and then slide the power button board left (5). Reverse this procedure to install the power button board. Component replacement procedures...

  • Page 80: Touchpad Button Board

    Touchpad button board Description Spare part number Touchpad button board for HP 840 821171-001 Touchpad button board w/NFC antenna (not for HP ZBook 15u) 821172-001 Touchpad button board for HP 850 836620-001 Touchpad button board for HP ZBook 15u 821153-001...
  • Page 81 Lift the top of the touchpad button board up, and then pull it forward to remove it from the slot (5). Reverse this procedure to install the touchpad board. Component replacement procedures...

  • Page 82: Nfc Module

    NFC module Description Spare part number NFC (Near Field Communication) module 821666-001 Before removing the NFC module, follow these steps: Turn off the computer. If you are unsure whether the computer is off or in Hibernation, turn the computer on, and then shut it down through the operating system. Disconnect the power from the computer by unplugging the power cord from the computer.

  • Page 83: Smart Card Reader Board

    Smart card reader board Description Spare part number Smart card reader board (not available with mobile workstation) 821167-001 Smart card reader board (mobile workstation only) 821188-001 Before removing the card reader board, follow these steps: Shut down the computer. If you are unsure whether the computer is off or in Hibernation, turn the computer on, and then shut it down through the operating system.
  • Page 84 Lever the plastic tab left (3), and then slide the smart card reader board left to remove it from the top cover (4). Reverse this procedure to install the card reader board. Chapter 6 Removal and replacement procedures for Authorized Service Provider parts...

  • Page 85: Usb/Audio Board

    USB/audio board Description Spare part number USB/audio board for HP 850 836619-001 USB/audio board for HP 840 837846-001 Before removing the USB/audio board, follow these steps: Shut down the computer. If you are unsure whether the computer is off or in Hibernation, turn the computer on, and then shut it down through the operating system.

  • Page 86: System Board

    Intel i5-6200U for HP 850; discrete graphics memory 832426-xxx Intel i3-6100U for HP 850; discrete graphics memory 832425-xxx Intel i7-6600U for HP ZBook 15u; discrete graphics memory 839236-xxx Intel i7-6500U for HP ZBook 15u; discrete graphics memory 839235-xxx Intel i5-6300U for HP ZBook 15u; discrete graphics memory 839234-xxx Intel i5-6200U for HP ZBook 15u;...
  • Page 87 Keyboard (see Keyboard on page Hard drive (see Hard drive on page Internal base plate (see Internal base plate on page Fingerprint reader assembly (see Fingerprint reader assembly on page Power button board (see Power button board on page USB/audio board (see USB/audio board on page Smart card reader board (see Smart card reader board on page...
  • Page 88 On a 14” computer, remove the 2 Phillips PM2.5×5.0 screws (1) that secure the system board to the computer. – or – On a 15” computer, remove the 1 Phillips PM2.5×5.0 screws (1) that secures the system board to the computer.

  • Page 89: Speaker Assembly

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

  • Page 90: Display Assembly

    821178-001 Display panel assembly, touch screen for HP 850 821196-001 Display panel assembly, touch screen for HP ZBook 15u 827872-001 Before removing the display assembly, follow these steps: Shut down the computer. If you are unsure whether the computer is off or in Hibernation, turn the computer on, and then shut it down through the operating system.
  • Page 91 On a 14” computer, remove the 5 Phillips PM2.5×5.0 screws (1) from the display hinges. – or – On a 15” computer, remove the 4 Phillips PM2.5×5.0 screws (1) from the display hinges. Lift the display assembly straight up and remove it (2). Component replacement procedures...
  • Page 92 Remove the display bezel (4). The display bezel is available using spare part number 821152-001 for HP ZBook 15u, 821183-001 for HP 850, and 821160-001 for HP 840. If it is necessary to replace the webcam or microphone module, gently pull the module away from the double-sided tape on the display enclosure (1), and then disconnect the cable from the module (2).
  • Page 93 (HP 840 only) The raw display panel is available using spare part number 823950-001 for HD panels, 823951-001 for FHD panels, and 823952-001 for QHD panels.
  • Page 94 Remove the 6 Phillips PM2.5x2.5 screws that secure the hinges to the display enclosure (3), and then remove the display hinges from the display enclosure (4). Display hinges are available in the Display Hinge Kit using spare part number 821166-001 for 14” computers and 821187-001 for 15”...

  • Page 95: Top Cover

    821173-001 Top cover for HP 850 821191-001 Top cover for HP ZBook 15u 821155-001 Before removing the top cover, follow these steps: Shut down the computer. If you are unsure whether the computer is off or in Hibernation, turn the computer on, and then shut it down through the operating system.

  • Page 96: 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 97: 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 98: 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 99 No wake up on page 116 on page 106 Unresponsive on page 117 Burnt smell on page 107 Slow performance on page 117 HP Smart Adapter warning message on page 118 Incorrect time and date on page 118 a,b,c similar symptoms...

  • Page 100: Examine The Environment

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

  • Page 101: 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 102: 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 103 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 104: Hp Support Assistant (Hpsa)

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

  • Page 105: 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 106: 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 107: Blinking Light Codes

    Processors ● ● BIOS ● Mass storage devices ● Fans The following table describes errors encountered during HP PC Hardware Diagnostics (UEFI). Table 7-6 System diagnostics failure codes and user actions Error Test description Failure description code Suggested user actions...

  • Page 108: Power Good (Troubleshooting) Lights

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

  • Page 109: 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 110: 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 111: 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 112: Safe Mode

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

  • Page 113: 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 114: During Operation

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

  • Page 115: Common Issues And Possible Solutions

    ● Product model name and number Product identification number ● ● Applicable error messages Add-on boards or hardware ● ● Third-party hardware or software Operating system type and revision level ● Common issues and possible solutions This section contains common issues, symptoms, and a series of tables that describe possible solutions to issues from Failure classification on page 84 tables.
  • Page 116 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 117: Intermittent Power-On, Shutdown, Reboot

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

  • Page 118: 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 119 (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 120: Battery Discharges Too Fast

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

  • Page 121: Burnt Smell

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

  • Page 122: Blinking Lights

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

  • Page 123: Diagnostics Error Messages

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

  • Page 124: 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 125: 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 126: Blue Screen

    Resolving Blue Screen errors in Windows HP Troubleshooting Error Messages on a blue screen: HP Notebook PCs - Troubleshooting Error Messages on a Blue Screen that may Occur During Startup or Boot Overview of General Troubleshooting Steps for a blue screen error Note the blue screen error message and what activity was performed at the time.
  • Page 127 ● 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 128: Freeze At Windows Logo (Hang/Lockup)

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

  • Page 129: Electromagnetic Interference (Emi)

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

  • Page 130: No Wake Up

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

  • Page 131: Unresponsive

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

  • Page 132: Hp Smart Adapter Warning Message

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

  • Page 133: Display

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

  • Page 134: 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 135: Display Assembly Diagram

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

  • Page 136: No Video (External)

    (4. Update BIOS and drivers on page 87). Update BIOS and drivers (4. Update BIOS and drivers on page 87) when sound is heard but no video on HDTV. References HP Notebook PCs - Troubleshooting HDMI Display and Sound Issues 122 Chapter 7 Troubleshooting guide...

  • Page 137: 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 138: Touch Screen

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

  • Page 139: 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 140: Keyboard Point Stick

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

  • Page 141: 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 142: Network Connectivity Wireless (Wlan)

    Test with HP Support Assistant in Windows. Diagnose with HP PC Hardware Diagnostics (UEFI) to isolate a hardware issue from a software issue. Examine Ethernet ports on the computer, docking station, and wall for damage, dust, obstructions. Update drivers: Verify that Ethernet module is displayed in Device Manager and be sure that device driver is up to date.
  • Page 143 point. If disabling U-APSD improves the throughput issue, check with the access point provider for updated firmware that resolves the issue. Test with verified working operating system or perform operating system recovery to verify that the issue is not caused by customized settings. Test with a verified working wireless module.

  • Page 144: Usb

    Symptoms Possible causes ● USB devices are not recognized USB devices do not have the latest software drivers, port insufficient power, or not compliant. ● USB devices are not charging NOTE: USB Type-C uses a different connector entirely Examples of USB device Not Recognized Troubleshooting steps Unplug USB device and/or restart the computer (wait for 2-5 minutes) to reset USB port/hub in case of power surge.
  • Page 145 Smart card reader Symptoms Possible causes ● Not recognized Physical damage, incorrect insertion, dirt, driver, malfunctioning card reader. ● Unable to write NOTE: Some cards have a read/write security switch on the card. Make sure that switch is set to “write enabled” before attempting to write data to it. Card Reader Removal Policy Troubleshooting steps Verify card reader removal policy.

  • Page 146: 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 147: Thunderbolt (Tb)

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

  • Page 148: Storage

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

  • Page 149: 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 150: Read-Write Error

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

  • Page 151: 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 152: Mechanical

    Fan often is part of thermal solution, including heat sink, fin/ muffler, and thermal grease. Fan replacement requires reboot and fan function verification using HP PC Hardware Diagnostics (UEFI) tool. 138 Chapter 7 Troubleshooting guide...

  • Page 153: Noise (Sound)

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

  • Page 154: Fan Runs Constantly

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

  • Page 155: Thermal Shutdown (Hot)

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

  • Page 156: 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 157: Blinking Lights And Boot Error Codes

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

  • Page 158: 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 159: 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 160 Primary Battery This indicates that the primary battery has very low capacity. See Replace Checking the Status of the Battery for details on using the HP Support Assistant to verify the battery capacity and, if necessary, order a replacement. Battery Check Secondary Battery This indicates that the secondary battery has very low capacity.

  • Page 161: Routine Maintenance For Performance Improvement

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

  • Page 162: 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 163: Windows Software Development Kit (Sdk)

    Windows Software Development Kit (SDK) Download the SDK from the following link: https://msdn.microsoft.com/en-us/windows/desktop/bg162891.aspx Set up the SDK in the configuration window (Windows 10 shown). Select features to install. Additional information 149...
  • Page 164 Run the SDK as an administrator. Set the symbol path. Select File > Symbol File Path. In the Symbol path box, type SRV*C:\Windows\symbol_cache*http:// ● msdl.microsoft.com/download/symbols. ● Save the workspace. 150 Chapter 7 Troubleshooting guide...
  • Page 165 Open the crash dump file. Additional information 151...
  • Page 166 Analyze the file. In the following memory dump sample, look for Bug Check 0x3B. The ATIKMAG driver needs to be investigated for further root cause. Lookup for Bug Check 0xC2. 152 Chapter 7 Troubleshooting guide...

  • Page 167: 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 168: 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 169: Connector Types

    Connector types IMPORTANT: Connector pins and connector gold fingers should not be touched directly with bare hands. There are several different types of connectors on the system board with different requirements for cable removal or insertion. Flex cable When connecting flex cables, push the cable completely, evenly into the connector. When removing flex cables from a ZIF connector on the system board, always follow these steps: Squeeze on the top of the retaining latch attached to the cable end of the connector.
  • Page 170 Multi-pin horizontal insert connector (LVDS cable to display panel) Insert procedure: Slide connector evenly into receptacle on same horizontal plane as PCB connector. Pull lock bar to insert and push both side connector horizontally to firmly lock. Tape down lock bar over the panel to hold in position. Reverse the procedure above to remove the connector: Remove tape.

  • Page 171: Computer Setup (Bios), Tpm, And Hp Sure Start In Windows 10

    To start Computer Setup, follow these steps: ▲ Start Computer Setup. ● Computers or tablets with keyboards: ▲ Turn on or restart the computer, and when the HP logo appears, press to enter Computer Setup. Tablets without keyboards: ● ▲...

  • Page 172: Restoring Factory Settings In Computer Setup

    Select Main, select Save Changes and Exit, and then press enter. Your changes go into effect when the computer restarts. NOTE: Your password settings and security settings are not changed when you restore the factory settings. 158 Chapter 8 Computer Setup (BIOS), TPM, and HP Sure Start in Windows 10...

  • Page 173: Updating The Bios

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

  • Page 174: Changing The Boot Order Using The F9 Prompt

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

  • Page 175: Using Hp Sure Start (Select Products Only)

    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 176: Computer Setup (Bios), Tpm, And Hp Sure Start In Windows 8

    ● To close open dialog boxes and return to the main Computer Setup screen, press esc, and then follow the on-screen instructions. 162 Chapter 9 Computer Setup (BIOS), TPM, and HP Sure Start in Windows 8...

  • Page 177: Restoring Factory Settings In Computer Setup

    To exit Computer Setup menus, choose one of the following methods: To exit Computer Setup menus without saving your changes: ● Select the Exit icon in the lower-right corner of the screen, and then follow the on-screen instructions. – or – Select Main, select Ignore Changes and Exit, and then press enter.

  • Page 178: Updating The Bios

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

  • Page 179: Changing The Boot Order Using The F9 Prompt

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

  • Page 180: Using Hp Sure Start (Select Products Only)

    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 181: Computer Setup (Bios), Tpm, And Hp Sure Start In Windows 7

    To start Computer Setup, follow these steps: ▲ Start Computer Setup. ● Computers or tablets with keyboards: ▲ Turn on or restart the computer, and when the HP logo appears, press to enter Computer Setup. Tablets without keyboards: ● ▲...

  • Page 182: Restoring Factory Settings In Computer Setup

    Select Main, select Save Changes and Exit, and then press enter. Your changes go into effect when the computer restarts. NOTE: Your password settings and security settings are not changed when you restore the factory settings. 168 Chapter 10 Computer Setup (BIOS), TPM, and HP Sure Start in Windows 7...

  • Page 183: Updating The Bios

    Do not shut down the computer or initiate Sleep. Do not insert, remove, connect, or disconnect any device, cable, or cord. Access Help and Support by selecting Start > All Programs > HP Help and Support > HP Support Assistant.

  • Page 184: Changing The Boot Order Using The F9 Prompt

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

  • Page 185: Using Hp Sure Start (Select Products Only)

    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 186: Hp Pc Hardware Diagnostics (Uefi)

    11 HP PC Hardware Diagnostics (UEFI) HP PC Hardware Diagnostics is a Unified Extensible Firmware Interface (UEFI) that allows you to run diagnostic tests to determine whether the computer hardware is functioning properly. The tool runs outside the operating system so that it can isolate hardware failures from issues that are caused by the operating system or other software components.
  • Page 187 Download any version of UEFI for a specific product Go to http://www.hp.com/support, and then select your country. The HP Support page is displayed. Click Drivers & Downloads. In the text box, enter the product name, and then click Go. – or –...

  • Page 188: 12 Backing Up And Recovering Windows 10

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

  • Page 189: Using Windows Tools

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

  • Page 190: Restore And Recovery

    174. ● If your computer does not allow the creation of HP Recovery media or if the HP Recovery media does not work, you can obtain recovery media for your system from support. See the Worldwide Telephone Numbers booklet included with the computer. You can also find contact information from the HP...

  • Page 191: Using The Hp Recovery Partition (Select Products Only)

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

  • Page 192: Changing The Computer Boot Order

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

  • Page 193: Removing The Hp Recovery Partition (Select Products Only)

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

  • Page 194: 13 Backing Up And Recovering Windows 8

    For detailed instructions on various backup and restore options, perform a search for these topics in Windows Help and Support. In case of system instability, HP recommends that you print the recovery procedures and save them for later use. NOTE: Windows includes the User Account Control feature to improve the security of your computer.

  • Page 195: Using F11 Recovery Tools

    The recovery tool reinstalls the operating system and HP programs and drivers that were installed at the factory. Software not installed at the factory must be reinstalled.

  • Page 196: Using Windows Operating System Media (Purchased Separately)

    To order a Windows operating system DVD, contact support. See the Worldwide Telephone Numbers booklet included with the computer. You can also find contact information from the HP website. Go to http://www.hp.com/support, select your country or region, and follow the on-screen instructions.

  • Page 197: Using Windows Refresh Or Windows Reset

    For more information on these features, see Windows Help and Support. Using HP Software Setup HP Software Setup can be used to reinstall drivers or select software that has been corrupted or deleted from the system. From the Start screen, type HP Software Setup.

  • Page 198: 14 Backing Up And Recovering Windows 7

    14 Backing up and recovering Windows 7 Your computer includes HP and Windows tools to help you safeguard your information and retrieve it if you ever need to. These tools will help you return your computer to a proper working state, all with simple steps.

  • Page 199: Creating Recovery Media

    HP Recovery Disc Creator can create two kinds of recovery DVDs: ● Windows 7 operating system DVD—Installs the operating system without additional drivers or applications. Driver Recovery DVD—Installs specific drivers and applications only, in the same way that the HP ●...

  • Page 200: Performing A System Recovery

    To create a backup using Windows Backup and Restore: NOTE: The backup process may take over an hour, depending on file size and the speed of the computer. Select Start > All Programs > Maintenance > Backup and Restore. Follow the on-screen instructions to set up your backup, create a system image (select models only), or create system repair media (select models only).

  • Page 201: Using F11 Recovery Tools (Select Models Only)

    Windows 7 operating system DVD to reboot the computer and repair the operating system. To order a Windows 7 operating system DVD, go to the HP website. For U.S. support, go to http://www.hp.com/support. For worldwide support, go to http://welcome.hp.com/country/us/en/...
  • Page 202 NOTE: This process takes several minutes. If possible, back up all personal files. Restart the computer, and then insert the Windows 7 operating system DVD into the optical drive before the Windows operating system loads. When prompted, press any keyboard key. Follow the on-screen instructions.

  • Page 203: 15 Specifications

    100–240 V, 50–60 Hz. Although the computer can be powered from a standalone DC power source, it should be powered only with an AC adapter or a DC power source supplied and approved by HP for use with this computer. The computer can operate on DC power within the following specifications.

  • Page 204: 16 Power Cord Set Requirements

    16 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 205 Country/region Accredited agency Applicable note number Sweden SEMKO Switzerland Taiwan BSMI The United Kingdom The United States The flexible cord must be Type HO5VV-F, 3-conductor, 1.0-mm² conductor size. Power cord set fittings (appliance coupler and wall plug) must bear the certification mark of the agency responsible for evaluation in the country or region where it will be used.

  • Page 206: 17 Statement Of Memory Volatility

    Following system shutdown and removal of all power sources from an HP Business PC system, personal data can remain on volatile system memory (DIMMs) for a finite period of time and will also remain in nonvolatile memory.
  • Page 207 Reboot the system. If the system has a Trusted Platform Module (TPM) and/or fingerprint reader, one or two prompts will appear—one to clear the TPM and the other to Reset Fingerprint Sensor; press or tap to accept or to reject. Remove all power and system batteries for at least 24 hours.

  • Page 208: Nonvolatile Memory Usage

    HP Sure Start only) backup of The content is managed Embedded Controller. critical System solely by the HP Sure Start BIOS code, EC Embedded Controller. firmware, and critical PC configuration data for select...
  • Page 209 Fingerprint reader 512 KByte flash Stores Fingerprint reader memory is Only a digitally signed fingerprint programmed by user application can make the templates. enrollment in HP call to write to the flash. ProtectTools Security Manager. Nonvolatile memory usage 195...

  • Page 210: 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 211: 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 212: 18 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 213: Index

    HP PC Hardware Diagnostics (UEFI) left pointing stick 11 docking connector, identifying 8, 19 using 172 left TouchPad 11 drive light 20 HP Recovery Disc Creator, using 184 power 14 Driver Recovery DVD, HP Recovery Manager right pointing stick 11 creating 184...
  • Page 214 179 power 12, 13, 20 external monitor 9 using for recovery 187 RJ-45 (network) 8 product description 4 HP Sure Start 197 TouchPad 12, 14 USB 3.0 charging (powered) 9 webcam 10 USB Type-C (charging) 7 wireless 12, 13, 20...
  • Page 215 9 USB 3.0 port 7 USB flash drive 177 smart card reader board USB legacy support 157, 162, 167 using HP Recovery media 175 removal 69 USB ports, identifying 7 recovery media spare part number 69 USB Type-C (charging) port,...
  • Page 216 WLAN device 21 WLAN label 21 WLAN/Bluetooth combo card removal 46 spare part number 24, 46 WWAN antenna spare part number 26 WWAN antennas, identifying 10 WWAN module removal 48 spare part number 24, 48 202 Index...

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