HP ZBook 17 G3 Maintenance And Service Manual
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HP ZBook 17 G3 Maintenance And Service Manual

Mobile workstation
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HP ZBook 17 G3 Mobile Workstation
Maintenance and Service Guide

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Summary of Contents for HP ZBook 17 G3

  • Page 1 HP ZBook 17 G3 Mobile Workstation Maintenance and Service Guide...
  • Page 2 HP Inc. bound by the terms of the HP End User License Not all features are available in all editions of under license. Intel, Thunderbolt, and Xeon are Agreement (EULA).
  • Page 3 Important Notice about Customer Self-Repair Parts CAUTION: Your computer includes Customer Self-Repair parts and parts that should only be accessed by an authorized service provider. See Chapter 5, "Removal and replacement procedures for Customer Self-Repair parts," for details. Accessing parts described in Chapter 6, "Removal and replacement procedures for Authorized Service Provider parts,"...
  • Page 4 Important Notice about Customer Self-Repair Parts...
  • Page 5 Safety warning notice WARNING! To reduce the possibility of heat-related injuries or of overheating the device, do not place the device directly on your lap or obstruct the device air vents. Use the device only on a hard, flat surface. Do not allow another hard surface, such as an adjoining optional printer, or a soft surface, such as pillows or rugs or clothing, to block airflow.
  • Page 6 Safety warning notice...

  • Page 7: Table Of Contents

    Table of contents 1 Product description ............................1 2 External component identification ........................7 Right ..................................7 Left ..................................8 Display ..................................9 Top ..................................10 TouchPad ............................10 Lights ..............................11 Buttons and fingerprint reader ......................12 Special function keys ........................13 Using the hot keys ..........................
  • Page 8 Remotely deploying BIOS and drivers ............80 Analyze the issue ..........................80 5. Remove or uninstall recently added hardware, software .......... 80 6. HP Hardware Diagnostics and Tools ................81 HP PC Hardware Diagnostics (UEFI) ............. 81 HP Support Assistant (HPSA) ............... 83 HP BIOS Configuration Utility (BCU) .............
  • Page 9 HP Image Diagnostic Tool ................84 HP Thermal Monitor ..................84 Non HP diagnostics tools ................84 7. Status lights, blinking light codes, troubleshooting lights, and POST error messages ........................85 Status lights ....................85 Blinking light codes ..................86 POST error messages ...................
  • Page 10 Display ............................. 112 Display anomalies ......................112 Symptom ....................112 Quick check ....................113 HP PC Hardware Diagnostics (UEFI) for video test ........113 Display assembly diagram ................. 114 Dead pixel ........................114 No video (internal) ......................114 No video (external) ....................... 115 DisplayPort/VGA ......................
  • Page 11 Display Issue: Pixel Anomalies ......................146 Cable management ......................... 147 Connector types ..........................148 8 Computer Setup (BIOS), TPM, and HP Sure Start in Windows 7 ................ 150 Using Computer Setup ............................150 Starting Computer Setup ........................ 150 Navigating and selecting in Computer Setup ................. 150 Restoring factory settings in Computer Setup ................
  • Page 12 Using HP Sure Start (select products only) ....................... 158 10 Using HP PC Hardware Diagnostics (UEFI) ....................159 Downloading HP PC Hardware Diagnostics (UEFI) to a USB device ..............159 11 Backup and recovery in Windows 7 ......................161 Creating recovery media and backups ......................161 Guidelines ............................
  • Page 13 Questions and answers ............................. 178 Using HP Sure Start (select models only) ......................179 15 Power cord set requirements ........................180 Requirements for all countries .......................... 180 Requirements for specific countries and regions ..................... 181 16 Recycling ..............................183 Index ................................184...

  • Page 15: Product Description

    Product description Category Description Product Name HP ZBook 17 G3 Mobile Workstation Processors 6th Generation Intel® Core™ i7 Processor, quad-core, BGA: ● Intel Core i7-6820HQ 2.70 GHz (up to 3.60 GHz) processor (2133 MHz, 8.0 MB L3 cache, 45 W) ●...
  • Page 16 Category Description Support for NVIDIA Optimus Technology Support through an optional HP ZBook Thunderbolt 3 Dock for up to 4 displays (discrete) or 3 displays (UMA) ● Support for AMD Eyefinity Technology Support for NVIDIA Mosaic Technology ● Panel 17.3 in, light-emitting diode (LED) backlight High definition+ (HD+), AG, Standard Viewing Angle (SVA) (1600 x 900 resolution, 220 ●...
  • Page 17 Category Description ● 256 GB SATA-3 self-encrypting drive (Opal 2) PCIe SSD Z Turbo Drive (not available if primary M.2 SATA drive is selected): ● 1 TB NVMe ● 512 GB NVMe ● 256 GB NVMe Primary 2.5 inch SATA storage Primary 2.5 inch storage is not a required category if PCIe SSD is selected.
  • Page 18 ◦ 2-finger scrolling ◦ 2-finger zoom (pinch) ● Image sensor TouchPad Power requirements AC adapter ● 200 W, HP Smart Adapter, slim Battery ● 6 cell HP Long Life Prismatic 96 Whr (4.21 Ahr) Li-ion battery Chapter 1 Product description...
  • Page 19 Category Description Power cord (localized) 3 wire plug, 1.8 m (with ground pin) Security Support security lock Trusted platform module (TPM) 9760 1.2/2.0 (Infineon; soldered down) Fingerprint reader (select products only) Integrated Smart Card Reader BIOS preboot power on - BIOS option (password, fingerprint) Drive Encryption preboot option (fingerprint, password, Smart Card) Operating system Preinstalled:...
  • Page 20 Category Description ● Windows 8.1 ML 64 Windows 8.1 CH 64 ● Serviceability End user replaceable parts: AC adapter ● ● Battery (system) ● Memory modules ● Hard drives/SSD ● M.2 Solid-state drives ● WLAN module WWAN module ● Chapter 1 Product description...

  • Page 21: External Component Identification

    External component identification Right Component Description Smart card reader Supports optional Smart cards. Audio-out (headphone)/Audio-in (microphone) Connects optional powered stereo speakers, headphones, combo jack earbuds, a headset, or a television audio cable. Also connects an optional headset microphone. This jack does not support optional standalone microphones.

  • Page 22: Left

    Component Description Power connector Connects an AC adapter. Battery light When AC power is connected: ● White: The battery charge is greater than 90 percent. ● Amber: The battery charge is from 0 to 90 percent. Off: The battery is not charging. ●...

  • Page 23: Display

    Component Description NOTE: USB charging ports can also charge select models of cell phones and MP3 players, even when the computer is off. Memory card reader Reads optional memory cards that store, manage, share, or access information. Display Component Description WLAN antennas* Send and receive wireless signals to communicate with wireless local area networks (WLANs).

  • Page 24: Top

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

  • Page 25: Lights

    Lights Component Description Power light ● On: The computer is on. ● Blinking: The computer is in the Sleep state, a power-saving state. The computer shuts off power to the display and other unneeded components. ● Off: The computer is off or in Hibernation. Hibernation is a power-saving state that uses the least amount of power.

  • Page 26: Buttons And Fingerprint Reader

    Buttons and fingerprint reader Component Description Power button ● When the computer is off, press the button to turn on the computer. ● When the computer is on, press the button briefly to initiate Sleep. ● When the computer is in the Sleep state, press the button briefly to exit Sleep.

  • Page 27: Special Function Keys

    Special function keys Component Description Displays system information when pressed in combination with key. Executes frequently used system functions when pressed in combination with a function key, the num lock key, or the key. Using the hot keys on page Windows key Opens the Start menu.
  • Page 28 Press fn+function key Description 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. Decreases speaker volume incrementally while you hold down the key. Increases speaker volume incrementally while you hold down the key.

  • Page 29: Bottom

    Bottom Component Description Service door Provides access to the hard drive bay, the WLAN module slot, the WWAN module slot, and the memory module slots. CAUTION: To prevent an unresponsive system, replace the wireless module only with a wireless module authorized for use in the computer by the governmental agency that regulates wireless devices in your country or region.

  • Page 30: Front

    ● Off: The battery is not charging. Drive light ● Blinking white: The hard drive is being accessed. ● Amber: HP 3D DriveGuard has temporarily parked the hard drive. Speakers Produce sound. Chapter 2 External component identification...

  • Page 31: Labels

    Labels The labels affixed to the computer provide information you may need when you troubleshoot system problems or travel internationally with the computer. 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. ●...

  • Page 32: 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. Chapter 3 Illustrated parts catalog...
  • Page 33 Item Component Spare part number 17.3 in, display assembly: The Dream Color 3 display assembly is spared as a whole unit assembly only. The LED display assembly is spared at the subcomponent level only. For more LED display assembly spare part information, see Display assembly subcomponents on page UHD, UWVA, Dream Color 3 display assembly not equipped with a webcam...
  • Page 34 Item Component Spare part number For use in Brazil 848311-201 For use in Bulgaria 848311-261 For use in Canada 848311-DB1 For use in the Czech Republic and Slovakia 848311-FL1 For use in Denmark 848311-081 For use in France 848311-051 For use in Germany 848311-041 For use in Greece 848311-151...
  • Page 35 Item Component Spare part number All system boards use the following part numbers: xxxxxx-001: Windows 7 or non-Windows operating systems xxxxxx-601: Windows 10 operating system Intel Xeon E3-1535M processor 848306-xxx Intel Core i7-6820HQ processor 848304-xxx Intel Core i7-6700HQ processor 848302-xxx Intel Core i5-6440HQ processor 848300-xxx Memory module...
  • Page 36 Intel Dual Band Wireless-AC 8260 3rd Gen Intel 802.11ac, Dual Band, 2x2 Wi-Fi + Bluetooth 806722-001 4.2 (non-vPro) (14) WWAN module: HP lt4120 Qualcomm® Snapdragon™ X5 LTE/EVDO/HSPA+ Gobi 4G Mobile Broadband 800870-001 Module HP hs3110 HSPA+ Intel® Mobile Broadband Module 822828-001...

  • Page 37: Display Assembly Subcomponents

    Display assembly subcomponents Item Component Spare part number Display bezel For use only on computer models equipped with a webcam 850119-001 For use only on computer models not equipped with a webcam 848368-001 Webcam module (includes double-sided adhesive) 848264-001 Microphone module (for models without webcams, includes double-sided adhesive) 854110-001 Display panel 17.3 in, FHD, UWVA, AG display panel...
  • Page 38 Item Component Spare part number WWAN antenna 848347-001 WLAN antenna 848346-001 Dream Color calibration board (select products only) 848375-001 Display hinges (includes left and right hinges) 848370-001 Display enclosure 848348-001 Chapter 3 Illustrated parts catalog...

  • Page 39: Miscellaneous Parts

    Miscellaneous parts Component Spare part number AC adapter: 200 W HP Smart adapter (PFC, 4.5 mm, slim, 3 p) 835888-001 HP USB Type-C to VGA adapter 831751-001 HP USB Type-C to DisplayPort adapter 831753-001 Bracket kit (includes EDP bracket, the security lock bracket, anti-magnetic speaker bracket, USB ports...
  • Page 40 Component Spare part number For use in the United Kingdom and Singapore 491683-031 Screw Kit 851612-001 Chapter 3 Illustrated parts catalog...

  • Page 41: Removal And Replacement Procedures Preliminary Requirements

    Removal and replacement procedures preliminary requirements Tools required You will need the following tools to complete the removal and replacement procedures: Flat-bladed screw driver ● ● Magnetic screw driver Phillips P0 and P1 screw drivers ● ● Torx screw driver Thin plastic utility tool ●...

  • Page 42: 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 43 CAUTION: To prevent damage to the computer when you are removing or installing internal components, observe these precautions: Keep components in their electrostatic-safe containers until you are ready to install them. Before touching an electronic component, discharge static electricity by using the guidelines described in this section.

  • Page 44: 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 45 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 46: Removal And Replacement Procedures For Customer Self-Repair Parts

    Self-Repair is supported in your location. NOTE: HP continually improves and changes product parts. For complete and current information on supported parts for your computer, go to http://partsurfer.hp.com, select your country or region, and then follow the on-screen instructions. Component replacement procedures...

  • Page 47: Service Door

    Service door Description Spare part number Service door 848345-001 Before removing the service door, follow these steps: Turn off the computer. If you are unsure whether the computer is off or in Hibernation, turn the computer on, and then shut it down through the operating system. Disconnect the power from the computer by unplugging the power cord from the computer.

  • Page 48: Battery

    WARNING! To reduce potential safety issues, use only the user-replaceable battery provided with the computer, a replacement battery provided by HP, or a compatible battery purchased from HP. CAUTION: Removing a user-replaceable battery that is the sole power source for the computer can cause loss of information.

  • Page 49: Hard Drive

    Reverse this procedure to install the battery. Hard drive NOTE: The hard drive spare kit does not include the hard drive bracket or hard drive cable. The hard drive bracket, screws, and hard drive cable are included in the Hard Drive Hardware Kit, spare part number 848351-001.
  • Page 50 Lift the tab and remove the primary hard drive (4). Chapter 5 Removal and replacement procedures for Customer Self-Repair parts...
  • Page 51 Repeat steps 1 through 4 to remove the secondary hard drive. If it is necessary to replace the hard drive connector adapter on a hard drive, slide the adapter (1) off of the front end of the hard drive. Component replacement procedures...
  • Page 52 If it is necessary to replace the hard drive bracket, remove the four screws (2) of the bracket from the hard drive, and then lift the bracket straight up (3) and remove the bracket from the hard drive. Reverse this procedure to reassemble and install the hard drives. Chapter 5 Removal and replacement procedures for Customer Self-Repair parts...

  • Page 53: Solid-State Drives (M.2)

    Solid-state drives (M.2) Description Spare part number 1 TB, Z Turbo drive PCIe 848366-001 512 GB, Z Turbo Drive, PCIe 848364-001 256 GB, Z Turbo Drive, PCIe 848363-001 256 GB, SATA-3, self-encrypting drive (SED), Opal 2 848365-001 512 GB, SATA-3, self-encrypting drive (SED), Opal 2 848367-001 Before removing the SSD, follow these steps: Turn off the computer.

  • Page 54: Wlan Module

    WLAN module Description Spare part number Intel Dual Band Wireless-AC 8260 3rd Gen Intel 802.11ac, Dual Band, 2x2 Wi-Fi + Bluetooth 4.2 806721-001 Intel Dual Band Wireless-AC 8260 3rd Gen Intel 802.11ac, Dual Band, 2x2 Wi-Fi + Bluetooth 4.2 (non- 806722-001 vPro) CAUTION:...
  • Page 55 Remove the WLAN module (3) by pulling the module away from the slot at an angle. NOTE: If the WLAN antenna cables are not connected to the terminals on the WLAN module, protective sleeves should be installed on the antenna connectors, as shown in the following illustration. Reverse this procedure to install the WLAN module.

  • Page 56: Wwan Module

    NOTE: The WWAN module and the WLAN module are not interchangeable. Description Spare part number HP lt4120 Qualcomm Snapdragon X5 LTE/EVDO/HSPA+ Gobi 4G Mobile Broadband Module 800870-001 HP hs3110 HSPA Intel Mobile Broadband Module 822828-001 Before removing the WWAN module, follow these steps: Turn off the computer.
  • Page 57 Remove the WWAN module (3) by pulling the module away from the slot. NOTE: WWAN modules are designed with a notch to prevent incorrect insertion. NOTE: If the WWAN antennas are not connected to the terminals on the WWAN module, the protective sleeves must be installed on the antenna connectors, as shown in the following illustration.

  • Page 58: Memory Module

    To update BIOS: Navigate to http:\\www.hp.com. Select Support > Support & drivers. In the Enter my HP model number box, type the computer model information, and then select Find my product. -or- Select Identify now. Select the link for the computer model.
  • Page 59 Identify the location of the memory module slots (1) – (4). The system memory must be installed in the order shown. The BIOS checks for this and will not boot if the memory is not installed into the correct slots. The BIOS will display a message in POST notifying the user that the system memory is not installed in the proper order.

  • Page 60: Removal And Replacement Procedures For Authorized Service Provider Parts

    Users who access these parts can damage the computer or void the warranty. NOTE: HP continually improves and changes product parts. For complete and current information on supported parts for your computer, go to http://partsurfer.hp.com, select your country or region, and then follow the on-screen instructions. Component replacement procedures There are as many as 88 screws that must be removed, replaced, and/or loosened when servicing the parts described in this chapter.

  • Page 61: Rtc Battery

    RTC battery Description Spare part number RTC battery (includes cable and double-sided adhesive) 848362-001 Before removing the RTC battery, follow these steps: Turn off the computer. If you are unsure whether the computer is off or in Hibernation, turn the computer on, and then shut it down through the operating system.

  • Page 62: Middle Frame

    Middle frame Description Spare part number Middle frame 851613-001 Before removing the middle frame, follow these steps: Turn off the computer. If you are unsure whether the computer is off or in Hibernation, turn the computer on, and then shut it down through the operating system. Disconnect the power from the computer by unplugging the power cord from the computer.

  • Page 63: Speakers

    Speakers Description Spare part number Anti-magnetic speaker bracket (part of the bracket kit) 848360-001 Speakers (includes cable) 848361-001 Before removing the speakers, follow these steps: Turn off the computer. If you are unsure whether the computer is off or in Hibernation, turn the computer on, and then shut it down through the operating system.
  • Page 64 Remove the Phillips screw (3) that secures the speaker cable to the system board, and then release the cable from the guides (4) securing it to the computer. Remove the two Phillips screws (5) that secure the left speaker to the computer. Remove the left speaker (6).

  • Page 65: Touchpad

    TouchPad Description Spare part number TouchPad module (included cable) 850944-001 Before removing the TouchPad, follow these steps: Turn off the computer. If you are unsure whether the computer is off or in Hibernation, turn the computer on, and then shut it down through the operating system. Disconnect the power from the computer by unplugging the power cord from the computer.

  • Page 66: Smart Card Reader Board

    Smart Card reader board Description Spare part number Smart Card reader bracket (part of the plastics kit) 850117-001 Smart Card reader board 848373-001 Before removing the Smart Card reader board, follow these steps: Turn off the computer. If you are unsure whether the computer is off or in Hibernation, turn the computer on, and then shut it down through the operating system.
  • Page 67 Remove the board (4). Reverse this procedure to install the Smart Card reader board. Component replacement procedures...

  • Page 68: Fingerprint Reader Board

    Fingerprint reader board Description Spare part number Fingerprint reader board bracket (part of the bracket kit) 848360-001 Fingerprint reader board 850116-001 Before removing the fingerprint reader board, follow these steps: Turn off the computer. If you are unsure whether the computer is off or in Hibernation, turn the computer on, and then shut it down through the operating system.

  • Page 69: Fans

    Fans Description Spare part number CPU fan (includes replacement thermal material) 848377-001 GPU Fan (includes replacement thermal material) (This fan is included as a blank for models with UMA graphics memory.): ● For use only with models with discrete graphics memory 848378-001 ●...

  • Page 70: Discrete Graphics Board

    Release the display cable (3) from the routing around the fan, and then remove the fan (4) from the computer. Reverse this procedure to install the fans. Discrete graphics board Description Spare part number NVIDIA Quadro M5000M: NVIDIA N16E-Q5 with 8 GB GDDR5 graphics subsystem memory 827228-001 NVIDIA Quadro M4000M: NVIDIA N16E-Q3 with 4 GB GDDR5 graphics subsystem memory 827227-001...

  • Page 71: Display Led Board

    ▲ Remove the two screws (1) securing the board to the system board, and then remove the discrete graphics board (2). Reverse this procedure to install the discrete graphics board. Display LED board Description Spare part number Display LED board 848374-001 Before removing the display LED board, follow these steps: Turn off the computer.

  • Page 72: Heat Sink

    Remove the screw (3) securing the board to the computer, and then remove the display LED board (4). Reverse this procedure to install the display LED board. Heat sink Description Spare part number Heat sink for use only with models with NVIDIA N16P discrete graphics memory 850109-001 Heat sink for use only with models with NVIDIA N16E discrete graphics memory 850110-001...
  • Page 73 The following illustration shows the replacement thermal material locations. The thermal material must be thoroughly cleaned from the surfaces of the heat sink and the system board components each time the heat sink is removed. Replacement thermal material is included with the heat sink and system board spare part kits.
  • Page 74 The following illustration shows the replacement thermal material locations. The thermal material must be thoroughly cleaned from the surfaces of the heat sink and the system board components each time the heat sink is removed. Replacement thermal material is included with the heat sink and system board spare part kits.

  • Page 75: Keyboard

    Keyboard For use in country or region Spare part For use in country or region Spare part number number Keyboard with backlight: For use in Belgium 848311-A41 For use in Northwest Africa 848311-FP1 For use in Brazil 848311-201 For use in Norway 848311-091 For use in Bulgaria 848311-261...
  • Page 76 Insert a thin tool (2) into the keyboard release hole beside the second fan, and then press on the back of the keyboard until the keyboard disengages from the computer . Swing the keyboard up and forward until it rests upside down on the palm rest. Open the ZIF connector (1) on the system board to release the keyboard ribbon cable.

  • Page 77: System Board

    Remove the keyboard (4). Reverse this procedure to install the keyboard. System board NOTE: The system board spare part kit includes battery connector bracket and replacement thermal material. All system boards use the following part numbers: xxxxxx-001: Windows 7 or non-Windows operating systems xxxxxx-601: Windows 10 operating system Description Spare part number...
  • Page 78 Disconnect all external devices from the computer. Remove any SD card or SD blank from the computer. Remove the service door (see Service door on page 33). Remove the battery (see Battery on page 34). Remove the hard drives (see Hard drive on page 35).
  • Page 79 Remove the eight Phillips screws (1) securing the system board edges. Remove the two Phillips screws (2) securing the system board. Remove the two Phillips screws (3) securing the display cable bracket, and then remove the bracket (4). NOTE: Use flat tool under the connector to remove evenly. Do not pull on the cable to remove. Release the connector (5) for the display cable.
  • Page 80 Lift the side of the system board (1) and slide system board (2) at angle away from the computer to remove it. Reverse this procedure to install the system board. Chapter 6 Removal and replacement procedures for authorized service provider parts...

  • Page 81: Display Assembly

    Display assembly NOTE: The Dream Color display assembly is spared as a whole unit assembly only. The LED display assembly is spared at the subcomponent level only. For more LED display assembly spare part information, see the individual removal subsections. Description Spare part number 17.3 in, UHD, UWVA, Dream Color 3 display assembly not equipped with a webcam...
  • Page 82 Use a plastic tool to disengage the bezel starting at the top (1), left and right sides (2), and bottom (3). Remove the display bezel (4). The display bezel is available using the following spare part numbers: 850119-001: Models with a webcam 848368-001: Models without a webcam If it is necessary to replace the display panel: Remove the four Phillips screws (1) that secure the display panel to the display enclosure.
  • Page 83 Lift the top edge of the display panel (2) and swing it up and forward until it rests upside down in front of the display enclosure. Lift the tape (1), and then disconnect the display panel cable (2) from the display panel. Remove the display panel display panel (3).
  • Page 84 NOTE: The webcam module and microphone module are similar in appearance and installed in the same location. The removal procedures are the same for both modules. CAUTION: Handle the module with caution. This module has a thin profile and is susceptible to damage when not handled carefully.
  • Page 85 Remove the Phillips screw (2) securing the board, and then remove the board (3) from the display enclosure. The calibration board is available using spare part number 848375-001. If it is necessary to replace the display hinges: Remove the two outer screws (1) and the six Phillips screws (2) that secure each display hinges to the display enclosure.
  • Page 86 Remove the display hinges (3). The display hinges are available using the spare part number 848370-001 and include the left and right hinges. If it is necessary to replace the WLAN antennas: Lift and remove the WLAN antennas (1) off the display enclosure. Release the antenna cables (2) from the routing path of the display enclosure.
  • Page 87 Lift and remove the WWAN antennas (1) off the display enclosure. Remove the antenna cables (2) from the routing path of the display enclosure. Remove the WWAN antennas (3) from the bottom of the display enclosure. The antennas are available using spare part number 848347-001. If it is necessary to replace the display cable: Disconnect the end of the display cable (1) from the connector securing it to the display enclosure.

  • Page 88: Top Cover

    Reverse this procedure to reassemble and install the display assembly. Top cover Description Spare part number Top cover 850108-001 The top cover spare remains after removing all other spare parts. Chapter 6 Removal and replacement procedures for authorized service provider parts...

  • Page 89: 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 90: 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 91: 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 92 No wake up on page 108 on page 99 Unresponsive on page 110 Burnt smell on page 100 Slow performance on page 110 HP Smart Adapter warning message on page 111 Incorrect time and date on page 111 a,b,c similar symptoms...

  • Page 93: Examine The Environment

    Fan runs constantly on page 114 error) on page 128 on page 133 TouchPad on page 120 No video (external) Read-write error HP Thermal Monitor on page 115 on page 129 Network Connectivity on page 84 Ethernet (RJ-45 jack) DisplayPort/VGA...

  • Page 94: 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 95: 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 96 If a component fails a test, write down the information so it is available when contacting support. The information is also available in Test Logs on the Main Menu. For more information, see the chapter titled “Using HP PC Hardware Diagnostics (UEFI).” Chapter 7 Troubleshooting guide...

  • Page 97: 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 98: 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 99: 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 100: 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 101: 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 102: Resolve The Issue

    To resolve the startup or operational problem, run HP Support Assistant, or manually install all updated drivers from Microsoft and HP.

  • Page 103: Soft Reset (Default Settings)

    To load BIOS to default settings: Reboot the computer, and then press F10 > Main > Restore defaults. For more information, see the BIOS F10 Setup technical white paper at http://support.hp.com, enter your computer model, and then go to Manuals > White papers > HP PC BIOS F10 Setup Guide. 10. Reseat cables and connections...

  • Page 104: 11. Test With Minimum Configuration

    Essential hardware configuration NOTE: This step is to be used by authorized service providers only. HP will not honor the warranty for a system tested with the system board removed without the heat sink, fan, etc. If none of the steps above resolve the issue, start the computer with essential hardware only. The purpose is to remove as much as hardware as possible while still maintaining the computer’s ability to turn on.

  • Page 105: Safe Mode

    HP PCs – Windows 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 106: Verify Solution

    Explain to the customer why the issue occurred and what was done to resolve it. If the solution you used was in an HP Public document, provide the document information to the customer, letting them know it can be located on www.hp.com. Also, tell them that there are other solutions available on the website.

  • Page 107: During Operation

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

  • Page 108: Common Issues And Possible Solutions

    Product model name and number ● ● Product identification number ● Applicable error messages ● Add-on boards or hardware Third-party hardware or software ● ● Operating system type and revision level Common issues and possible solutions This section contains common issues, symptoms, and a series of tables that describe possible solutions to issues from Failure classification on page 77 tables.
  • Page 109 Refer to battery replacement section Verify battery condition/status for removing/replacing the battery Check battery condition (overall result, cycle life, voltage, etc.) using HP PC Hardware Diagnostics (UEFI) or HPSA tools. Verify that battery is installed properly in battery bay without a gap and that latch locks are tight (for models with removable batteries).

  • Page 110: Intermittent Power-On, Shutdown, Reboot

    operating system) on page 13. Replace the system board on page 91) 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 111: 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 112 (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 113: 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 114: Burnt Smell

    Perform hardware reset (8. Hard reset on page 88) 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 115: Blinking Lights

    If external video is OK, update BIOS, software, and drivers (4. Update BIOS and drivers on page 80) and perform soft reset (9. Soft reset (Default Settings) on page 89) if needed. Go to next step to verify display. Verify display When booting to Windows, determine whether image appears on display screen (via ●...

  • Page 116: 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 117: 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 118: 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 119: 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 120 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 121: Freeze At Windows Logo (Hang/Lockup)

    Conflict of instructions from multiple programs or drivers; installing a new hardware or program that is not compatible (may also cause a blue screen error—see blue ● HP Logo displays briefly screen issue). ● Attempt to boot to operating system and freeze/hang at Windows logo ●...

  • Page 122: 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 80).
  • Page 123 ● Blank screen Verify that front power light (7. Status lights, blinking light codes, troubleshooting lights, and POST error messages on page 85) is blinking (indicating Sleep state). Press ● Some light activity power button to exit Sleep. Reset BIOS to default (associated with OS Power Management in Power Menu) Update BIOS and drivers on page Verify power management settings in Windows Power Options.

  • Page 124: 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 125: 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 126: 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 127: 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 128: 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 146 for the HP dead pixel policy.

  • Page 129: No Video (External)

    (4. Update BIOS and drivers on page 80). Update BIOS and drivers (4. Update BIOS and drivers on page 80) when sound is heard but no video on HDTV. References HP Notebook PCs - Troubleshooting HDMI Display and Sound Issues Common issues and possible solutions 115...

  • Page 130: 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 131: 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 132: 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 133: 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 134: 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 135: 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 136: Wwan

    point. If disabling U-APSD improves the throughput issue, check with the access point provider for updated firmware that resolves the issue. Test with verified working operating system or perform operating system recovery to verify that the issue is not caused by customized settings. Test with a verified working wireless module.

  • Page 137: 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 138: Smart Card Reader

    Smart card reader Symptoms Possible causes ● Not recognized Physical damage, incorrect insertion, dirt, driver, malfunctioning card reader. ● Unable to write NOTE: Some cards have a read/write security switch on the card. Make sure that switch is set to “write enabled” before attempting to write data to it. Card Reader Removal Policy Troubleshooting steps Verify card reader removal policy.

  • Page 139: 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 140: 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 141: 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 142: 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 143: Read-Write Error

    140). 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 140 detailed troubleshooting steps.

  • Page 144: 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 145: 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. Common issues and possible solutions 131...

  • Page 146: 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 147: 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 148: Thermal Shutdown (Hot)

    Be sure that no obstructions or dust are in heat sink fan, fin, or vent. Be sure that the notebook is not sitting on a hot surface that blocks vent intakes. Test fan using HP PC Hardware Diagnostics (UEFI) tool (6. HP Hardware Diagnostics and Tools on page 81).

  • Page 149: 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 150: 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 151: 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 152: 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 153 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 154: 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 155: 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 156: 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. 142 Chapter 7 Troubleshooting guide...
  • Page 157 Run the SDK as an administrator. Set the symbol path. Select File > Symbol File Path. In the Symbol path box, type SRV*C:\Windows\symbol_cache*http:// ● msdl.microsoft.com/download/symbols. Save the workspace. ● Additional information 143...
  • Page 158 Open the crash dump file. 144 Chapter 7 Troubleshooting guide...
  • Page 159 Analyze the file. In the following memory dump sample, look for Bug Check 0x3B. The ATIKMAG driver needs to be investigated for further root cause. Lookup for Bug Check 0xC2. Additional information 145...

  • Page 160: 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 161: 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 162: 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 163 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 164: Computer Setup (Bios), Tpm, And Hp Sure Start In Windows 7

    ● To close open dialog boxes and return to the main Computer Setup screen, press esc, and then follow the on-screen instructions. 150 Chapter 8 Computer Setup (BIOS), TPM, and HP Sure Start in Windows 7...

  • Page 165: 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 166: 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 167: 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 168: Using Hp Sure Start (Select Products Only)

    If the BIOS becomes corrupted or is attacked, HP Sure Start automatically restores the BIOS to its previously safe state, without user intervention. HP Sure Start is configured and already enabled so that most users can use the HP Sure Start default configuration. The default configuration can be customized by advanced users.

  • Page 169: Computer Setup (Bios), Tpm, And Hp Sure Start In Windows 10

    An external keyboard or mouse connected to a USB port can be used with Computer Setup only if USB legacy support is enabled. ▲ Turn on or restart the computer, and when the HP logo appears, press to enter Computer Setup. Navigating and selecting in Computer Setup ●...

  • Page 170: 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 171: Downloading A Bios Update

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

  • Page 172: Tpm Bios Settings (Select Products Only)

    If the BIOS becomes corrupted or is attacked, HP Sure Start automatically restores the BIOS to its previously safe state, without user intervention. HP Sure Start is configured and already enabled so that most users can use the HP Sure Start default configuration. The default configuration can be customized by advanced users.

  • Page 173: Using Hp Pc Hardware Diagnostics (Uefi)

    10 Using HP PC Hardware Diagnostics (UEFI) HP PC Hardware Diagnostics is a Unified Extensible Firmware Interface (UEFI) that allows you to run diagnostic tests to determine whether the computer hardware is functioning properly. The tool runs outside the operating system so that it can isolate hardware failures from issues that are caused by the operating system or other software components.
  • Page 174 Enter the product name or number. – or – Select Identify now to let HP automatically detect your product. Select your computer, and then select your operating system. In the Diagnostic section, follow the on-screen instructions to select and download the UEFI version you want.

  • Page 175: 11 Backup And Recovery In Windows 7

    11 Backup and recovery in 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 176: 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 Software Setup utility installs drivers and applications.

  • Page 177: 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 178: 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 179 To initiate recovery using a Windows 7 operating system DVD: 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.

  • Page 180: Backing Up, Restoring, And Recovering In 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 181: 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 182: Restore And Recovery

    166. ● 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 183: 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 184: 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 185: 13 Specifications

    13 Specifications Computer specifications Metric U.S. Dimensions Width 420 mm 16.5 in Depth 280 mm 11.0 in Height (front to rear, LED display assembly) 30 mm 1.2 in Weight (computer equipped with Quad Core Core i5 CPU, HD 3.52 kg 7.75 lb +, Intel UMA, 8 GBx1 SODIMM, Z Turbo Drive, WLAN/ Bluetooth, fingerprint reader, 6 cell battery, no WWAN)

  • Page 186: 14 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 187 If a DriveLock password is set, select the Security menu, and scroll down to Hard Drive Utilities under the Utilities menu. Select Hard Drive Utilities, select DriveLock, then uncheck the checkbox for DriveLock password on restart. Select OK to proceed. Select the Main menu, and then select Reset BIOS Security to factory default.
  • Page 188 NOTE: If the system has a BIOS administrator password, enter the password at the prompt. Select Main, select Restore Defaults, and then select Yes to load defaults. Select the Security menu, select Restore Security Level Defaults, and then select Yes to restore security level defaults.
  • Page 189 NOTE: The amount of time it takes for Disk Sanitizer to run can take several hours. Plug the computer into an AC outlet before starting. Turn on or restart the computer, and then press while the "Press the ESC key for Startup Menu" message is displayed at the bottom of the screen.

  • Page 190: 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 191 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 177...

  • Page 192: 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 193: 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 194: 15 Power Cord Set Requirements

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

  • Page 195: Requirements For Specific Countries And Regions

    Requirements for specific countries and regions Country/region Accredited agency Applicable note number Argentina IRAM Australia Austria Belgium CEBEC Brazil ABNT Canada Chile Denmark DEMKO Finland FIMKO France Germany India Israel Italy Japan The Netherlands KEMA New Zealand SANZ Norway NEMKO The People's Republic of China Saudi Arabia SASO...
  • Page 196 Country/region Accredited agency Applicable note number The appliance coupler, flexible cord, and wall plug must bear a “T” mark and registration number in accordance with the Japanese Dentori Law. The flexible cord must be Type VCTF, 3-conductor, 0.75 mm² or 1.25 mm² conductor size. The wall plug must be a two-pole grounding type with a Japanese Industrial Standard C8303 (7 A, 125 V ac) configuration.

  • Page 197: 16 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 198: Index

    Index center TouchPad 10 display bezel AC adapter, spare part numbers 25 left TouchPad 10 removal 67 antennas power 12 spare part numbers 23, 68 removal 72, 73 right pointing stick 10 display cable spare part number 72, 73 right TouchPad 10 spare part number 73 anti-magnetic speaker bracket TouchPad on/off 10...
  • Page 199 28 HP PC Hardware Diagnostics (UEFI) left pointing stick button, original system recovery 168 using 159 identifying 10 HP Recovery Disc Creator, using 161 legacy support, USB 150, 155 HP Recovery Manager lights packaging guidelines 30 correcting boot problems 170...
  • Page 200 151, system 168 power button, identifying 12 USB flash drive 169 power connector, identifying 8 slots using HP Recovery media 167 power cord security cable 8 recovery media requirements for all countries smart card 7 creating 166...
  • Page 201 system restore point, creating 166 wireless antennas, identifying 9 wireless certification label 17 wireless light 11, 16 tools required 27 wireless, product description 3 top cover WLAN antennas, identifying 9 spare part number 20, 74 WLAN device 17 TouchPad WLAN label 17 buttons 10 WLAN module removal 51...

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