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HP ZBook Power G10 Maintenance And Service Manual

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Maintenance and Service Guide
SUMMARY
This guide provides maintenance information about such topics as spare parts, removal and replacement of
parts, security, and backing up.

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Summary of Contents for HP ZBook Power G10

  • Page 1 Maintenance and Service Guide SUMMARY This guide provides maintenance information about such topics as spare parts, removal and replacement of parts, security, and backing up.
  • Page 2 HP End Not all features are available in all used by HP Inc. under license. Bluetooth is a User License Agreement (EULA).
  • Page 3 Safety warning notice Reduce the possibility of heat-related injuries or of overheating the computer by following the practices described. WARNING! To reduce the possibility of heat-related injuries or of overheating the computer, do not place the computer directly on your lap or obstruct the computer air vents. Use the computer only on a hard, flat surface.

  • Page 4: Table Of Contents

    Table of contents 1 Product description............................................. 1 2 Components................................................5 Right..................................................5 Left................................................... 6 Display ...................................................7 Auto Lock and Awake........................................7 Low blue light mode (select products only)..............................7 Keyboard area..............................................9 Touchpad ..............................................9 Touchpad settings ......................................... 9 Adjusting touchpad settings................................9 Turning on the touchpad ..................................
  • Page 5 Cleaning your computer........................................32 Enabling HP Easy Clean (select products only) ............................32 Removing dirt and debris from your computer............................32 Cleaning your computer with a disinfectant............................... 33 Caring for wood veneer (select products only) ............................34 Packaging and transporting guidelines..................................34 Accessing support information ......................................
  • Page 6 Electromagnetic Interference (EMI)..............................100 No wake up ..........................................101 Unresponsive........................................102 Slow performance ......................................103 HP Smart Adapter warning message..............................103 Incorrect time and date ....................................104 Display ..............................................105 Display anomalies......................................105 Symptom ........................................105 Quick check........................................106 HP PC Hardware Diagnostics (UEFI) for video test......................106 Display assembly diagram................................106...
  • Page 7 Dead pixel..........................................107 No video (internal) ......................................107 No video (external)......................................107 DisplayPort/VGA ........................................108 HDMI ............................................108 No or bad external video via docking..............................109 Incorrect or missing color/distorted image............................109 Touch screen..........................................110 I/O devices ............................................111 Keyboard............................................ 111 Keyboard pointing stick (select products only)..........................112 Keyboard backlight......................................
  • Page 8 7 Backing up, restoring, and recovering.....................................143 Backing up information and creating recovery media..........................143 Using Windows tools for backing up................................143 Using the HP Cloud Recovery Download Tool to create recovery media (select products only).......143 Restoring and recovering your system..................................143 Creating a system restore ....................................144 Restoring and recovery methods ..................................144...
  • Page 9 Starting HP PC Hardware Diagnostics UEFI ............................. 152 Starting HP PC Hardware Diagnostics UEFI through HP Hotkey Support software (select products only).................................................153 Downloading HP PC Hardware Diagnostics UEFI to a USB flash drive.................153 Downloading the latest HP PC Hardware Diagnostics UEFI version................153 Downloading HP PC Hardware Diagnostics UEFI by product name or number (select products only) .............................................154...

  • Page 10: Product Description

    Product components and their descriptions Category Description Product Name HP ZBook Power 15.6 inch G10 A Mobile Workstation PC Processors AMD® Ryzen™ processors AMD Ryzen 9 PRO 7940HS (4.0 GHz, up to 5.2 GHz AMD Boost Technology, 8 cores, 16 MB L3 cache, 35 W) AMD Ryzen 9 7940HS (4.0 GHz, up to 5.2 GHz AMD Boost Technology, 8 cores, 16 MB L3 cache, 35 W)
  • Page 11 Table 1-1 Product components and their descriptions (continued) Category Description Memory Two memory module slots (small outline dual in-line memory modules (SODIMMs) supporting up to 64 GB of RAM DDR5-5600 dual-channel support Supports the following configurations: ● 64 GB (32 × 2) ●...
  • Page 12 ● ● Realtek™ 8852CE Wi-Fi 6E Bluetooth 5.3 WLAN Supports UEFI Wi-Fi Supports HP Connection Optimizer Supports HP Extended Range Wireless Lan Intel® Bluetooth audio offload UNII-4 5GHz channel (US only) Supports Indonesia New Band Wi-Fi DASH Supports WLAN and BT PLDR...
  • Page 13 Windows 11 Pro Education Windows 11 Home - HP recommends Windows 11 Pro for Business Windows 11 Home Single Language - HP recommends Windows 11 Pro for Business Windows 11 Pro (Windows 11 Enterprise or Windows 10 Enterprise available with a Volume Licensing...

  • Page 14: Components

    For additional safety information, see the Regulatory, Safety, and Environmental Notices . To access this guide: ■ Select the Search icon in the taskbar, type HP Documentation in the search box, and then select HP Documentation. NOTE: When a device is connected to the jack, the computer speakers are disabled.

  • Page 15: Left

    Component Description USB Type-C® power connector and Connects an AC adapter that has a USB Type-C connector, Thunderbolt™ port with HP Sleep and Charge supplying power to the computer and, if needed, charging and DisplayPort™ output the computer battery. – and –...

  • Page 16: Display

    Table 2-2 Left-side components and their descriptions 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 might not prevent the computer from being mishandled or stolen.
  • Page 17 Regulatory, Safety, and Environmental Notices that applies to your For wireless regulatory notices, see the section of the country or region. To access this guide: ■ Select the Search icon in the taskbar, type HP Documentation in the search box, and then select HP Documentation. Chapter 2 Components...

  • Page 18: Keyboard Area

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

  • Page 19: Lights

    Table 2-4 Touchpad components and their descriptions Component Description Touchpad zone Reads your finger gestures to move the pointer or activate items on the screen. Left touchpad button Functions like the left button on an external mouse. Right touchpad button Functions like the right button on an external mouse.
  • Page 20 Table 2-5 Lights and their descriptions Component Description Caps lock light On: Caps lock is on, which switches the key input to all capital letters. Mute light ● On: Computer sound is off. ● Off: Computer sound is on. Microphone mute light ●...

  • Page 21: Power Button, Speakers, And Fingerprint Reader

    Power button, speakers, and fingerprint reader Fingerprint readers can be located on the touchpad, on a side panel of the computer, or on the top cover below the keyboard. Table 2-6 Power button, speakers, and fingerprint reader and their descriptions Component Description Speakers (2)

  • Page 22: Special Keys

    Table 2-6 Power button, speakers, and fingerprint reader and their descriptions (continued) Component Description Fingerprint reader Allows a fingerprint logon to Windows, instead of a password logon. ■ Touch your finger to the fingerprint reader. IMPORTANT: To prevent fingerprint logon issues, make sure when you register your fingerprint that all sides of your finger are registered by the fingerprint reader.

  • Page 23: Bottom

    Table 2-7 Special keys and their descriptions (continued) Component Description Programmable key Executes frequently used tasks. Some tasks might not be available on all products. ● Opens an application, file, or website ● Enters frequently used text into a permanent clipboard ●...

  • Page 24: Rear

    Table 2-8 Bottom component and its description Component Description Vent Enables airflow to cool internal components. NOTE: The computer fan starts up automatically to cool internal components and prevent overheating. It is normal for the internal fan to cycle on and off during routine operation. Rear Use the illustration and table to identify the rear component.
  • Page 25 Your service label will resemble one of the examples shown below. Refer to the illustration that most closely matches the service label on your computer. Table 2-10 Service label components Component Serial number Product ID HP product name Table 2-11 Service label components Component HP product name Product ID Serial number...

  • Page 26: Using Tile (Select Products Only)

    Table 2-12 Service label components Component HP product name Warranty period Product ID Serial number ● Regulatory labels—Provide regulatory information about the computer. ● Wireless certification labels—Provide information about optional wireless devices and the approval markings for the countries or regions in which the devices have been approved for use.

  • Page 27: Illustrated Parts Catalog

    To identify the computer major components, use this illustration and table. NOTE: HP continually improves and changes product parts. For complete and current information about supported parts for your computer, go to https://partsurfer.hp.com/partsurfer/, select your country or region, and then follow the on-screen instructions.
  • Page 28 Table 3-1 Computer major component descriptions and part numbers Item Component Spare part number Display assembly NOTE: Display spare parts are available only as subcomponents. For spare part information, see Display assembly subcomponents on page Top cover with keyboard NOTE: For a detailed list of country codes, see Top cover with keyboard on page Backlit...
  • Page 29 Table 3-1 Computer major component descriptions and part numbers (continued) Item Component Spare part number Touchpad NOTE: Touchpad conductive tape is available in the Plastic Kit as spare part number N06911-001. The touchpad cable is available in the Cable Kit as spare part number N56092-001. Models without NFC N60057-001 Models with NFC...
  • Page 30 Table 3-1 Computer major component descriptions and part numbers (continued) Item Component Spare part number ● AMD Ryzen R9 7940HS processor N55723-xx1 ● AMD Ryzen R7 PRO 7840HS processor N55722-xx1 ● AMD Ryzen R7 7840HS processor N55721-xx1 ● AMD Ryzen R5 PRO 7640HS processor N55720-xx1 ●...

  • Page 31: Display Assembly Subcomponents

    Table 3-1 Computer major component descriptions and part numbers (continued) Item Component Spare part number (16) Card reader board N12914-001 NOTE: The card reader board bracket is available in the Bracket Kit as spare part number M21855-001. The card reader cable is available in the Cable Kit as spare part number N56092-001. (17) Fan Kit (includes left processor fan and right graphics fan) N32583-001...

  • Page 32: Cables

    Table 3-2 Display component descriptions and part numbers (continued) Item Component Spare part number Models without a camera M21865-001 Display panel QHD, 300 nit panel N52398-001 FHD, 400 nit panel, lock N60316-001 FHD, 400 nit panel N52397-001 FHD, 250 nit panel N52395-001 FHD, 250 nit panel, touch screen N06892-001...

  • Page 33: Miscellaneous Parts

    Spare part number AC adapter 150 W HP Smart Adapter (PFC, 4.5 mm, slim barrel) L32661-001 120 W HP Smart Adapter (PFC, RC, 4.5 mm, slim barrel) M95377-001 Screw Kit M21874-001 Cable Kit (includes card reader cable, touchpad cable, NFC cable, fingerprint reader cable, and...
  • Page 34 M03618-001 HP Business 15.6 laptop bag M55006-001 HP USB-C/A Universal Dock (with cable) L64087-001 HP TB 280 W G4 Dock (with combo cable) M97106-001 Cable, HP TB 280 W G4 Dock M88059-001 Screw Kit for HP USB-C/A Universal Dock L64089-001...
  • Page 35 Table 3-4 Miscellaneous part descriptions and part numbers (continued) Component Spare part number For use in Switzerland L19370-002 For use in Switzerland (HF) N17811-001 For use in Taiwan L19372-002 For use in the United Kingdom L19373-002 Power cord (C5, 1.0 m [3.3 ft], conventional with sticker): For use in Argentina L31379-001 For use in Australia...
  • Page 36 Table 3-4 Miscellaneous part descriptions and part numbers (continued) Component Spare part number For use in Italy L30774-001 For use in Japan L30775-001 For use in North America L22319-001 For use in the People's Republic of China L21930-001 For use in South Africa L30777-001 For use in South Korea L30776-001...

  • Page 37: Removal And Replacement Procedures Preliminary Requirements

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

  • Page 38: Electrostatic Discharge Information

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

  • Page 39: Preventing Electrostatic Damage To Equipment

    Table 4-1 Static electricity occurrence based on activity and humidity Relative humidity Event Walking across carpet 7,500 V 15,000 V 35,000 V Walking across vinyl floor 3,000 V 5,000 V 12,000 V Motions of bench worker 400 V 800 V 6,000 V Removing dual in-line packages (DIPs) from plastic tube 400 V...

  • Page 40: Grounding The Work Area

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

  • Page 41: Cleaning Your Computer

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

  • Page 42: Cleaning Your Computer With A Disinfectant

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

  • Page 43: Caring For Wood Veneer (Select Products Only)

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

  • Page 44: Accessing Support Information

    When grounding is not possible, use an ionizer to dissipate electric charges. Accessing support information To find the HP support that you need, use this information. Table 4-3 Support information locations Service consideration...
  • Page 45 Support information locations (continued) Service consideration Path to access information Repair professionals To locate repair professionals: Go to www.hp.com. Place the cursor over Support resources to display more options. Select Authorized service providers. Component and diagnosis information, To locate diagnosis information and actions: failure detection, and required action Go to http://www.hp.com/go/techcenter/pcdiags.

  • Page 46: Removal And Replacement Procedures For Authorized Service Provider Parts

    To remove and replace computer components, use the procedures described in this section. NOTE: HP continually improves and changes product parts. For complete and current information about supported parts for your computer, go to https://partsurfer.hp.com/partsurfer/, select your country or region, and then follow the on-screen instructions.
  • Page 47 Remove the bottom cover: Loosen the three captive Phillips screws (1) that secure the bottom cover to the computer. Remove the two Phillips M2.5 × 4.0 screws (2) that secure the bottom cover to the computer. Use a thin, plastic tool (1) to separate the rear edge (2) of the bottom cover from the top cover. Remove the bottom cover (3).

  • Page 48: Battery

    37). Remove the bottom cover (see Bottom cover on page 37). 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. Battery...

  • Page 49: Memory Modules

    IMPORTANT: Removing a battery that is the sole power source for the computer can cause loss of information. To prevent loss of information, save your work or shut down the computer through Windows before you remove the battery. Remove the battery: Disconnect the battery cable (1) from the system board.
  • Page 50 ■ Spread the two retention clips outward (1) until the memory module tilts up at a 45° angle, and then remove the module (2). Use the same procedure to remove all memory modules. IMPORTANT: To prevent damage to the memory module, hold the memory module by the edges only.

  • Page 51: Solid-State Drive

    On both sides of the module, use your fingers to press down on the module until the side retention clips snap into place (3). Solid-state drive To remove the solid-state drive, use this procedure and illustration. Table 5-4 Solid-state drive descriptions and part numbers Description Spare part number 4 TB, TLC...

  • Page 52: Wlan Module

    Pull the drive away from the socket to remove it (2). To install the solid-state drive, reverse the removal procedures. Before installing solid-state drives, be sure thermal pads are installed underneath the drives as shown in the following illustration. NOTE: Solid-state drives are designed with a notch to prevent incorrect insertion.
  • Page 53 devices in your country or region. If you replace the module and then receive a warning message, remove the module to restore device functionality, and then contact technical support. Before removing the WLAN module, follow these steps: Prepare the computer for disassembly (see Preparation for disassembly on page 37).

  • Page 54: Rtc Battery

    If the WLAN antenna is not connected to the terminal on the WLAN module, you must install a protective sleeve on the antenna connector, as shown in the following illustration. To install the WLAN module, reverse the removal procedure. RTC battery To remove the RTC battery, use this procedure and illustration.

  • Page 55: Card Reader Board

    Detach the RTC battery (2) from the computer. The RTC battery is attached with adhesive. To install the RTC battery, reverse this procedure. Card reader board To remove the card reader board, use this procedure and illustration. Table 5-7 Card reader board description and part number Description Spare part number Card reader board...
  • Page 56 Remove the battery support bracket (2). Remove the four Phillips M2.0 × 2.5 screws (1) that secure the card reader bracket to the computer. Remove the card reader bracket (2). Disconnect the card reader board cable from the ZIF connector (1) on the card reader board. Card reader board...

  • Page 57: Nfc Module

    Remove the card reader board (2). To install the card reader board, reverse this procedure. NFC module To remove the NFC module, use this procedure and illustration. Table 5-8 NFC module description and part number Description Spare part number NFC module L02249-001 NFC module cable N56092-001...

  • Page 58: Touchpad

    Detach the NFC module (3) from the computer. The NFC module is attached with adhesive. To install the NFC module, reverse this procedure. Touchpad To remove the touchpad, use this procedure and illustration. Table 5-9 Touchpad description and part number Description Spare part number Touchpad for use in models without NFC...

  • Page 59: Fans

    Disconnect the touchpad cable from the ZIF connector (3) on the touchpad. Detach the grounding tape (1) that covers the upper-left screw. Remove the five Phillips M2.0 × 2.0 screws (2) that secure the touchpad to the computer. Remove the Phillips M1.2 × 2.0 screw (3) that secures the touchpad to the computer. Lift the bottom of the touchpad up (4), and then pull the touchpad away from the system board to remove it (5).
  • Page 60 Table 5-10 Fans descriptions and part numbers Description Spare part number Fan Kit (includes left processor fan and right graphics fan) N32583-001 Before removing the fans, follow these steps: Prepare the computer for disassembly (see Preparation for disassembly on page 37).

  • Page 61: Fingerprint Reader Board

    Remove the three Phillips M2.0 × 4.0 screws (2) that secure the fan to the computer, and then remove the fan (3). To install the fans, reverse these procedures. Fingerprint reader board To remove the fingerprint reader board, use this procedure and illustration. Table 5-11 Fingerprint reader board description and part number Description...

  • Page 62: Sensor Board

    Remove the fingerprint reader board (4) To install the fingerprint reader board, reverse this procedure. Sensor board To remove the sensor board cable, use this procedure and illustration. Table 5-12 Sensor board cable description and part number Description Spare part number Sensor board N56100-001 Sensor board cable (included in the Cable Kit)

  • Page 63: System Board

    Remove the sensor board (5). To install the sensor board, reverse this procedure. System board To remove the system board, use these procedures and illustrations. Table 5-13 System board descriptions and part numbers Description Spare part number System board NOTE: All system boards use the following part numbers: xxxxxx-001: Non-Windows operating systems xxxxxx-601: Windows operating system...
  • Page 64 Table 5-13 System board descriptions and part numbers (continued) Description Spare part number ● AMD Ryzen R7 7840HS processor with NVIDIA GeForce RTX 4050 graphics N55735-xx1 ● AMD Ryzen R5 PRO 7640HS processor with NVIDIA RTX A1000 graphics N55725-xx1 ● AMD Ryzen R5 7640HS processor with NVIDIA RTX A1000 graphics N55718-xx1 ●...
  • Page 65 ● Backlight cable (ZIF) (6) ● NFC module cable (ZIF) (7) ● Keyboard cable (ZIF) (8) ● RTC battery cable (9) ● Fingerprint reader cable (ZIF) (10) ● Wireless antenna cables (11) Remove the two Phillips M2.0 × 4.0 screws (1) that secure the I/O bracket to the computer. Remove the two Phillips M2.0 ×...

  • Page 66: Speakers

    Remove the system board by lifting it up and to the right away from the computer (2). To install the system board, reverse this procedure. Speakers To remove the speakers, use this procedure and illustration. Table 5-14 Speaker description and part number Description Spare part number Speaker Kit...

  • Page 67: Heat Sink

    To install the speakers, reverse this procedure. Heat sink To remove the heat sink, use these procedures and illustrations. Table 5-15 Heat sink descriptions and part numbers Description Spare part number For use in models with discrete graphics memory N55740-001 For use in models with UMA graphics memory N55741-001 Thermal pad kit (includes three pads)

  • Page 68: Display Assembly

    Remove the heat sink (2). Thoroughly clean and replace the thermal paste and gel from the surfaces on the system board components each time the heat sink is removed. The thermal pads are reusable. Be sure that thermal grease (1), thick thermal pads (2), and thin thermal pads (3) are installed on the heat sink as shown in the following illustrations.
  • Page 69 Disconnect the display panel cable (3) from the system board. Remove the four Phillips M2.5 × 5.0 screws that secure the display assembly to the computer. Open the computer (1). Chapter 5 Removal and replacement procedures for authorized service provider parts...
  • Page 70 Separate the display assembly (2) from the top cover. To remove the display bezel: Flex the inside of the left and right sides (1) and the top (2) of the bezel to release the bezel from the display back cover. Starting on the side of the bottom of the bezel, insert a tool (3) and pull it along the bottom to release the bezel.
  • Page 71 ● M21863-001—Models with an HD camera ● M21865-001—Models without a camera To remove the display panel: Use tweezers to grasp the end of the retention tape that is installed under all four sides (1) of the panel. While turning the tweezers (2), wrap the tape around the tweezers as you continue to pull the tape (3) out from behind the display panel.
  • Page 72 Disconnect the display panel cable (4) from the display panel. Panel adhesive is available in the LCD Support Kit as spare part number M27375-001. Display panels are available as the following spare part numbers: ● N52398-001—QHD, 300 nit panel ● N60316-001—FHD, 400 nit panel, lock ●...
  • Page 73 Remove the three Phillips M2.0 × 2.0 screws (1) that secure each hinge to the display back cover. Remove the display hinges (2). The display hinges are available using spare part number N56095-001. To remove the camera module: Disconnect the cable from the ZIF connector on the camera module (1). Use a tool to release the module (2).
  • Page 74 To remove the display panel cable: Disconnect the cable (1) from the camera module. Detach the module (2) from the display back cover. The module is attached with adhesive. Remove the cable from the clips (3) along the bottom of the display back cover. To remove the WLAN antennas: Release the wireless antenna cables from the tape (1) on the inside of the display back cover.

  • Page 75: Top Cover With Keyboard

    Peel the wireless antennas (2) from the display back cover. The antennas are attached with adhesive. The wireless antennas are available using spare part number N03119-001. Display rear covers are available as the following spare part numbers: ● N56096-001—FHD, 250 nit panel ●...
  • Page 76 Table 5-17 Spare part country codes (continued) For use in country or Spare part For use in country or Spare part For use in country or Spare part region number region number region number Bulgaria -261 India -D61 South Korea -AD1 Chile -161...

  • Page 77: Troubleshooting Guide

    Based on some of the most common symptoms, this chapter identifies logical steps and available resources or tools for resolving an issue. HP recommends that you follow the instructions carefully, observe safety precautions, and note any observations or results. Capturing this information can help identify and resolve the problem more quickly.

  • Page 78: General Troubleshooting Steps

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

  • Page 79: Understand The Issue

    Power-On Self-Test (POST) verifies that hardware components (such as processor, hard drive, memory) are functional. When POST is complete, the HP logo appears briefly and then disappears. If there are errors, the computer may exhibit blinking lights and POST error messages, and so on.
  • Page 80 No wake up on page 101 page 92 Unresponsive on page 102 Burnt smell on page 92 Slow performance on page 103 HP Smart Adapter warning message on page 103 Incorrect time and date on page 104 a,b,c similar symptoms Failure classification by hardware devices To determine failure by device, use this table.

  • Page 81: Examine The Environment

    Table 6-5 Failure classification by hardware devices 4. Display 5. I/O devices 6. Storage 7. Mechanical Display anomalies on Keyboard on page 111 Hard drive or solid-state Noise (sound) on page page 105 drive not recognized on Keyboard pointing stick page 120 Dead pixel on page 107 (select products only) on...

  • Page 82: Update Bios And Drivers

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

  • Page 83: Hp Pc Hardware Diagnostics (Uefi)

    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 84: Hp Bios Configuration Utility (Bcu)

    HP BIOS Configuration Utility (BCU) HP BCU is a free utility that captures the BIOS settings and their values. This tool provides a text file of the computer’s BIOS configuration. This file can help identify any settings that may be contributing to an issue.

  • Page 85: Hp Image Diagnostic Tool

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

  • Page 86: Blinking Light Codes

    Off: The battery is fully charged. Front hard drive light Blinking white: The hard drive is being accessed. Amber: HP 3D DriveGuard has temporarily parked the hard drive. Rear AC adapter light White: The computer is connected to external power.

  • Page 87: Post Error Messages

    ● BIOS ● Mass storage devices ● Fans The following table describes errors encountered during HP PC Hardware Diagnostics (UEFI). Table 6-8 System diagnostics failure codes and actions to address the failure Test description Failure description Error Suggested user actions...

  • Page 88: Resolve The Issue

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

  • Page 89: Soft Reset (Default Settings)

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

  • Page 90: 11. Test With Minimum Configuration

    NOTE: This step is to be used by authorized service providers only. HP will not honor the warranty for a system tested with the system board removed without the heat sink or fan. 11. Test with minimum configuration...

  • Page 91: Safe Mode

    Testing with a verified working AC adapter can identify an error caused by a faulty one. Similarly, testing with a verified working operating system can determine bad behaviors of the current operating system. Non HP diagnostics tools on page 76 for instructions about obtaining and using a Windows-To-Go USB.

  • Page 92: 13. Replace The System Board

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

  • Page 93: Helpful Hints

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

  • Page 94: Consulting With Hp Service

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

  • Page 95: Common Issues And Possible Solutions

    Common issues and possible solutions This section contains common issues, symptoms, and a series of tables that describe possible solutions to issues from Failure Classification tables. The following sections identify the issue with symptoms and solutions to resolve an issue. Power-on issues Use the following sections to troubleshooting power issues.
  • Page 96 Replace new power connector cable (if the cable exists and is defective) To isolate faulty power connector cable and power button, technicians can short power-on pads or pins to turn on the computer. Contact HP Engineering for this information. Verify blinking lights (7.

  • Page 97: Intermittent Power-On, Shutdown, Reboot

    Table 6-9 Issues, possible causes, and fixes (continued) Items Procedures Tips Computer automatically boots without pressing power button when the RTC 3 V battery is removed. Therefore, after the service door and RTC 3 V battery are removed, you do not have to press power button from top side. In essential hardware configuration, mWS G1 and G2 may require discrete graphics processing unit (GPU) to boot.

  • Page 98: Ac Adapter Issue

    If there is still no rear power light or no boot, replace the AC adapter. Tips The HP Smart AC adapter has a special pin in the middle, called the ID pin, for power rating and throttling. If this pin is broken, the rear power light turns on, but the power button and front power lights blink continuously, and the computer does not turn on.
  • Page 99 Table 6-12 Issues, possible causes, and fixes Items Procedures Symptoms Possible causes ● No battery status light Defective AC adapter , battery, or both. ● Blinking amber (critically low NOTE: Before proceeding, verify that the computer can boot to BIOS or Windows with battery level) a good AC adapter.
  • Page 100 Use HP Hardware Diagnostics (UEFI) (6. HP Hardware Diagnostics and Tools on page HP PC Hardware Diagnostics (UEFI) is a good tool to use to isolate and determine faulty battery, especially for quickly discharging (short life) battery. Verify that battery is recognized and charging.

  • Page 101: Battery Discharges Too Fast

    Test and calibrate battery using HP PC Hardware Diagnostics (UEFI). Verify battery life cycle using HP Support Assistant tool. If battery cycle life is past its life expectancy (past the 1000-cycle life and 3-year warranty), the battery might need to be replaced.

  • Page 102: Post

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

  • Page 103: Blinking Lights

    Perform hardware reset (8. Hard reset on page 79) and verify that HP Logo is presented correctly on display screen when pressing f10. Test with external monitor via VGA port (or DisplayPort, HDMI, or other). Press power button and close the computer lid to force video output to external video.

  • Page 104: Diagnostic Error Messages

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

  • Page 105: Performance (Os)

    If you lost or forgot the user password, contact your IT personnel. Reference HP F10 Setup Overview http://h10032.www1.hp.com/ctg/Manual/c04460979 http://h10032.www1.hp.com/ctg/Manual/c04685655 2015 Business PC models: see the HP PC BIOS F10 Setup Guide at http://support.hp.com. Performance (OS) Most software problems occur as a result of certain situations. ●...
  • Page 106 Verify functionality of AC adapter alone. If it does not work, test with a verified working adapter. Verify battery alone. Verify that battery is not depleted. Test battery using HP PC Hardware Diagnostics (UEFI) tool. Verify connection of power button and cable.

  • Page 107: Blue Screen

    80) to prevent booting to another device. Run HP Hardware Diagnostics (6. HP Hardware Diagnostics and Tools on page 73) to isolate major faulty hardware issues. ● HP PC Hardware Diagnostics (UEFI) tool to test hard drive, memory, and system. Chapter 6 Troubleshooting guide...

  • Page 108: Freeze At Windows Logo (Hang Or Lockup)

    ● Thermal Monitor (available only to authorized service providers and technicians) tool to monitor temperature limits of processor and GPU. See “HP Thermal Monitor” in 6. HP Hardware Diagnostics and Tools on page Remove or undo recently added hardware (5. Remove or uninstall recently added hardware, software on page 73).

  • Page 109: 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 73) to isolate hardware issue. Undo recent changes in Windows (5. Remove or uninstall recently added hardware, software on page 73).

  • Page 110: No Wake Up

    Table 6-22 Issues, possible causes, and fixes Items Procedures Symptoms Possible causes System locks up, freezes in certain Electromagnetic interference (EMI). physical area or location Troubleshooting steps (2. Examine the environment on page 72). Pay attention to external power source, high-frequency signals such as cell phones, microwave ovens. Move the computer to different locations nearby to determine where it fails and where it does not fail.

  • Page 111: Unresponsive

    Table 6-23 Issues, possible causes, and fixes Items Procedures Symptoms Possible causes When resuming from a power Power-saving mode; multiple-display setting. management state the computer Troubleshooting steps may display: ● Blank screen Verify that front power light (7. Status lights, blinking light codes, troubleshooting lights, and POST error messages on page 76) is blinking (indicating Sleep state).

  • Page 112: Slow Performance

    Perform disk defragmentation to consolidate fragmented data on the hard drive so it works more efficiently. Tips Routine maintenance for performance improvement on page 133. See http://windows.microsoft.com/en-us/windows-8/free-up-disk-space. http://windows.microsoft.com/en-us/windows/optimize-windows-better- performance#optimize-windows-better-performance=windows-vista. HP Smart Adapter warning message Use this information to troubleshoot power adapter warning messages. Slow performance...

  • Page 113: Incorrect Time And Date

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

  • Page 114: Display

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

  • Page 115: Quick Check

    Update operating system (OS), graphics or video drivers (Intel, AMD, NVIDIA, and others). For custom images, HP highly recommends upgrading or installing Windows in UEFI mode (or Legacy disabled) to fully support hybrid graphics and avoid unexpected behaviors (for example, blue screen error, graphics or video issues) in the BIOS Legacy setting.

  • Page 116: Dead Pixel

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

  • Page 117: Displayport/Vga

    Table 6-30 Issues, possible causes, and fixes Items Procedures Symptom Possible causes No image on external External monitor, resolution, display configuration, drivers. monitor Troubleshooting steps Be sure external monitor is compatible with the computer. Be sure that external monitor is turned on. Press any key to exit the power-saving mode.

  • Page 118: No Or Bad External Video Via Docking

    Be sure that external monitor is compatible with the computer. If applicable, plug the dock in different Type-C ports. For more information, see the technical white paper titled ”HP Elite Dock with Thunderbolt 3 & HP ZBook Dock with Thunderbolt 3.” Go to http://www.hp.com/...

  • Page 119: Touch Screen

    Table 6-33 Issues, possible causes, and fixes Items Procedures Symptoms Possible causes System works normally but the Loose connection, display cable, display, graphics card. display shows: Troubleshooting steps ● Missing or strange color Verify with external monitor ● Image distortion Use combination fn + f4 to enable output to external monitor.

  • Page 120: I/O Devices

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

  • Page 121: Keyboard Pointing Stick (Select Products Only)

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

  • Page 122: Keyboard Backlight

    Table 6-36 Issues, possible causes, and fixes (continued) Items Procedures The following steps are for authorized providers and technicians. Verify whether keyboard flex cables are in good condition (no delamination or torn cable end, no missing or cracked tracks, pads). Verify that keyboard flex cable ends are fully inserted and aligned with connectors on system board and back of keyboard, and that connector tabs are properly closed.

  • Page 123: Network Connectivity (Rj-45 Jack)

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

  • Page 124: Wwan

    Table 6-40 Issues, possible causes, and fixes (continued) Items Procedures The following steps are for authorized providers or technicians. Verify that the wireless module and its antenna cables are fully inserted and in good condition (see WLAN module removal and replacement section).

  • Page 125: Smart Card Reader

    Table 6-42 Issues, possible causes, and fixes Items Procedures Symptoms Possible causes ● USB devices are not recognized USB devices do not have the latest software drivers or port insufficient power, or the devices are not compliant. ● USB devices are not charging NOTE: USB Type-C uses a different connector entirely.

  • Page 126: Speaker, Headphone - Audio Issues

    Table 6-43 Issues, possible causes, and fixes (continued) Items Procedures Card Reader Removal Policy Troubleshooting steps Verify card reader removal policy. Be sure that the card has no physical damage. Inspect the ends of the memory cards for dirt or material closing a hole or spoiling a metal contact.

  • Page 127: Thunderbolt (Tb)

    Be sure that the sound is not muted. Verify that the sound card is detected in Windows Device Manager. Reinstall the latest audio driver. Test audio device using the HP PC Hardware Diagnostics (UEFI) tool > Component Tests > Audio).

  • Page 128: Storage

    ● Back up all critical data before troubleshooting the drive. ● Before contacting support, HP recommends that you run a drive (HDD, SSD, M.2 drive) test using the HP PC Hardware Diagnostics (UEFI) tool on the suspected failed drive. Storage...

  • Page 129: Hard Drive Or Solid-State Drive Not Recognized

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

  • Page 130: No Boot To Operating System (No Read-Write Error)

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

  • Page 131: Read-Write Error

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

  • Page 132: Slow Performance

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

  • Page 133: Mechanical

    Verify original hard drive connection and flex cable. Reseat hard drive and connection. Run HP PC Hardware Diagnostics (UEFI). If failed, record failure code and replace hard drive replace. If you find no error with HP PC Hardware Diagnostics (UEFI), perform disk defragmentation.

  • Page 134: Fan Runs Constantly

    Table 6-51 Issues, possible causes, and fixes (continued) Items Procedures Noisy fan Determine whether the noise comes from the fan. Disconnect the fan briefly to isolate whether noise originates from fan. If noise is absent with fan disconnected, see runs constantly on page 125.

  • Page 135: Thermal Shutdown (Hot)

    Fan often is part of thermal solution, including heat sink, heat sink fin/muffler, and thermal grease. Fan replacement requires reboot and fan function verification using HP PC Hardware Diagnostics (UEFI) tool. For more information, see the following links: ●...

  • Page 136: Additional Information

    Be sure that no obstructions or dust are in heat sink fan, fin, or vent. Be sure that the notebook is not sitting on a hot surface that blocks vent intakes. Test fan using HP PC Hardware Diagnostics (UEFI) tool (6. HP Hardware Diagnostics and Tools on page 73).

  • Page 137: Blinking Lights And Boot Error Codes

    In some cases, when the host processor is not executing code or does not have the necessary code to drive the display, light blink codes inform you of a problem. The following information is from the white paper http://h10032.www1.hp.com/ctg/Manual/c04685655. Table 6-54...

  • Page 138: Processor Not Executing Code

    Table 6-54 Blinking lights and boot error codes (continued) Blink codes Error Caps and num lk lights = 8 blinks Sure Start has identified a problem (Manual Recovery Policy Set) Processor not executing code This computer experienced a problem due to the failure of certain code to execute, resulting in a failed startup of the processor.

  • Page 139: Failure System Board Error

    This computer has experienced a problem in locating a valid BIOS image, resulting in a failed startup. HP Sure Start normally repairs this type of issue; however, on this computer HP Sure Start has been configured to operate in manual mode key sequence.

  • Page 140: Post Error Messages And User Actions

    + up arrow + down arrow. To avoid the need for this manual recovery step, set the HP Sure Start recovery policy to automatic. If this error reoccurs, you must use a service event to identify the source of the error and take appropriate corrective action.
  • Page 141 Primary Battery This code indicates that the primary battery has very low capacity. Replace Search http://www.hp.com/support for details about using the HP Support Assistant to verify the battery capacity and, if necessary, order a replacement. Battery Check Secondary Battery This indicates that the secondary battery has very low capacity.

  • Page 142: Routine Maintenance For Performance Improvement

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

  • Page 143: Bug Check Symbolic Names

    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 144: Windows Software Development Kit (Sdk)

    Use the tool (https://msdn.microsoft.com/library/windows/hardware/ff551063%20(v=vs.85).aspx) to determine the cause of the error. Follow general steps for downloading, setting up, and using the Windows 10 debugging tool. A similar process is used for Windows 7 or Windows 8. NOTE: The following screen shots provide only an example of the tool. Specifics shown are not representative of all applications of the debugging tool.
  • Page 145 Select features to install. Run the SDK as an administrator. Set the symbol path. Select File > Symbol File Path. ● In the Symbol path box, type SRV*C:\Windows\symbol_cache*http://msdl.microsoft.com/download/ symbols. Chapter 6 Troubleshooting guide...
  • Page 146 ● Save the workspace. Open the crash dump file. Windows Software Development Kit (SDK)

  • Page 147: Display Issue: Pixel Anomalies

    Lookup for Bug Check 0xC2. Display issue: pixel anomalies All HP notebook displays adhere to strict quality and reliability specifications. A small percentage of display panels might have minor cosmetic manufacturing anomalies or irregularities such as bright or Chapter 6 Troubleshooting guide...
  • Page 148 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 149: Cable Management

    Cable management Proper routing of the internal cables is critical to the operation of the computer. Follow good cable management practices when you have to remove and install components. ● Handle cables with care to avoid damage. ● Apply only the tension required to seat or unseat cables during insertion or removal from the connector.

  • Page 150: Horizontal Cable Insertion

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

  • Page 151: Multiple-Pin Vertical Connector (Lvds Cable To System Board)

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

  • Page 152: Backing Up, Restoring, And Recovering

    Backing up, restoring, and recovering You can use Windows tools or HP software to back up your information, create a restore point, reset your computer, create recovery media, or restore your computer to its factory state. Performing these standard procedures can return your computer to a working state faster.

  • Page 153: Creating A System Restore

    Recovering using HP Recovery media You can use HP Recovery media to recover the operating system and drivers that were installed at the factory. On select products, you can create recovery media on a bootable USB flash drive using the HP Cloud Recovery Download Tool.

  • Page 154: Changing The Computer Boot Order

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

  • Page 155: Computer Setup (Bios), Tpm, And Hp Sure Start

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

  • Page 156: Updating The Bios

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

  • Page 157: Downloading A Bios Update

    Downloading a BIOS update After you review the prerequisites, you can check for and download BIOS updates. Select the Search icon in the taskbar, type support in the search box, and then select the HP Support Assistant app. – or –...

  • Page 158: Tpm Bios Settings (Select Products Only)

    BIOS for attacks or corruption. If the BIOS becomes corrupted or is attacked, HP Sure Start automatically restores the BIOS to its previously safe state, without user intervention. HP Sure Start is configured and already enabled so that most users can use the HP Sure Start default configuration. Advanced users can customize the default configuration.

  • Page 159: Using Hp Pc Hardware Diagnostics

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

  • Page 160: Accessing Hp Pc Hardware Diagnostics Windows From The Start Menu (Select Products Only)

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

  • Page 161: Installing Hp Pc Hardware Diagnostics Windows

    Downloading HP PC Hardware Diagnostics UEFI to a USB flash drive on page 153. If your PC does not start in Windows, you can use HP PC Hardware Diagnostics UEFI to diagnose hardware issues. Using an HP PC Hardware Diagnostics UEFI hardware failure ID code When HP PC Hardware Diagnostics UEFI detects a failure that requires hardware replacement, a 24-digit failure ID code is generated.

  • Page 162: Only)

    Application. Proceed with the troubleshooting tests. Downloading HP PC Hardware Diagnostics UEFI to a USB flash drive Downloading HP PC Hardware Diagnostics UEFI to a USB flash drive can be useful in some situations. ● HP PC Hardware Diagnostics UEFI is not included in the preinstallation image.

  • Page 163: Only)

    Find out more. Downloading Remote HP PC Hardware Diagnostics UEFI Remote HP PC Hardware Diagnostics UEFI is also available as a SoftPaq that you can download to a server. Downloading the latest Remote HP PC Hardware Diagnostics UEFI version You can download the latest Remote HP PC Hardware Diagnostics UEFI version to a USB flash drive.

  • Page 164: Customizing Remote Hp Pc Hardware Diagnostics Uefi Settings

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

  • Page 165: Specifications

    Specifications This chapter provides specifications for your computer system. Computer specifications This section provides specifications for your computer. When you travel with your computer, the computer dimensions and weights, as well as input power ratings and operating specifications, provide helpful information. Table 10-1 Computer specifications Metric...

  • Page 166: Solid-State Drive Specifications

    Table 10-2 Display specifications Metric U.S. Active diagonal size 39.6 cm 15.6 in Resolution 1920 × 1080 (FHD) 2560 × 1440 (QHD) Surface treatment Antiglare Brightness 250 nits or 400 nits (FHD panels) 300 nits (QHD panels) Viewing angle UWVA Backlight WLED or LED Display panel interface...
  • Page 167 Table 10-3 Solid-state drive specifications (continued) 512 GB* 1 TB* 2 TB* 4 TB* NOTE: Certain restrictions and exclusions apply. Contact support for details. Chapter 10 Specifications...

  • Page 168: Statement Of Memory Volatility

    No applications, features, or functionality were added to or installed on the system. Following system shutdown and removal of all power sources from an HP business computer system, personal data can remain on volatile system memory (DIMMs) for a finite period of time and also remains in nonvolatile memory.
  • Page 169 If an asset or ownership tag is set, select the Security menu and scroll down to the Utilities menu. Select System IDs, and then select Asset Tracking Number. Clear the tag, and then make the selection to return to the prior menu. If a DriveLock password is set, select the Security menu, and scroll down to Hard Drive Utilities under the Utilities menu.

  • Page 170: Nonvolatile Memory Usage

    System boot ROM (BIOS) Non-volatile memory, 128 Mbit Download the latest BIOS (16 MB) socketed, removable for your model from the HP website and follow the instructions to flash the BIOS that are on the website RTC (CMOS) RAM Volatile memory, 256 bytes...
  • Page 171 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 172: Using Hp Sure Start (Select Products Only)

    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. Advanced users can customize the default configuration.

  • Page 173: Power Cord Set Requirements

    Power cord set requirements This chapter provides power cord requirements for countries and regions. The wide-range input feature of the computer permits it to operate from any line voltage from 100 V AC to 120 V AC, or from 220 V AC to 240 V AC. The three-conductor power cord set included with the computer meets the requirements for use in the country or region where the equipment is purchased.
  • Page 174 Table 12-1 Power cord requirements for specific countries and regions (continued) Country/region Accredited agency Applicable note number Germany India Israel Italy Japan Netherlands KEMA New Zealand SANZ Norway NEMKO People's Republic of China Saudi Arabia SASO Singapore South Africa SABS South Korea Sweden SEMKO...

  • Page 175: Recycling

    Follow the local laws and regulations in your area for battery disposal. HP encourages customers to recycle used electronic hardware, HP original print cartridges, and rechargeable batteries. For more information about recycling programs, see the HP website at http://www.hp.com/recycle. Chapter 13 Recycling...

  • Page 176: Index

    34 removal 50 spare part number 21 disinfecting 33 spare part numbers 22, 50 battery light 6 HP Easy Clean 32 fingerprint reader board battery support bracket removing dirt and debris 32 removal 52 removal 46...
  • Page 177 4 illustrated 23 Bluetooth 15 spare part number 23 regulatory 15 HP PC Hardware Diagnostics UEFI serial number 15 packaging guidelines 28, 34 downloading 153 service 15 pointing device, product failure ID code 152 wireless certification 15...
  • Page 178 15 smart card slot, identifying 7 solid-state drive recovery 143 illustrated 21 discs 144 USB SuperSpeed port with HP product description 2 media 144 Sleep and Charge, removal and replacement 42 USB flash drive 144 identifying 5...

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