HP ZBook 15 G4 Maintenance And Service Manual
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HP ZBook 15 G4 Maintenance And Service Manual

HP ZBook 15 G4 Maintenance And Service Manual

Mobile workstation
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HP ZBook 15 G4 Mobile Workstation
Maintenance and Service Guide
IMPORTANT! This document is intended for
HP authorized service providers only.

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Summary of Contents for HP ZBook 15 G4

  • Page 1 HP ZBook 15 G4 Mobile Workstation Maintenance and Service Guide IMPORTANT! This document is intended for HP authorized service providers only.
  • Page 2 HP Inc. under license. bound by the terms of the HP End User License Not all features are available in all editions or Intel, Celeron, and Pentium are trademarks of Agreement (EULA).
  • Page 3 Safety warning notice WARNING! To reduce the possibility of heat-related injuries or of overheating the computer, do not place the computer directly on your lap or obstruct the computer air vents. Use the computer only on a hard, flat surface. Do not allow another hard surface, such as an adjoining optional printer, or a soft surface, such as pillows or rugs or clothing, to block airflow.
  • Page 4 Safety warning notice...

  • Page 5: Table Of Contents

    Table of contents 1 Product description ............................1 2 Components ..............................6 Right ..................................6 Left ..................................8 Display ..................................9 Keyboard area ..............................10 TouchPad ............................10 Lights ..............................11 Buttons and fingerprint reader ......................12 Special keys ............................13 Action keys ............................
  • Page 6 Remotely deploying BIOS and drivers ............79 Analyze the issue ..........................79 5. Remove or uninstall recently added hardware, software .......... 79 6. HP Hardware Diagnostics and Tools ................80 HP PC Hardware Diagnostics (UEFI) ............. 80 HP Support Assistant (HPSA) ............... 82...
  • Page 7 HP BIOS Configuration Utility (BCU) ............. 83 HP Image Diagnostic Tool ................83 HP Thermal Monitor ..................83 Non HP diagnostics tools ................83 7. Status lights, blinking light codes, troubleshooting lights, and POST error messages ........................84 Status lights ....................84 Interpreting system validation diagnostic front panel LEDs and audible codes ....................
  • Page 8 Display ............................. 113 Display anomalies ......................113 Symptom ....................113 Quick check ....................114 HP PC Hardware Diagnostics (UEFI) for video test ........114 Display assembly diagram ................. 115 Dead pixel ........................115 No video (internal) ......................115 No video (external) ....................... 116 DisplayPort/VGA ......................
  • Page 9 Display Issue: Pixel Anomalies ......................148 Cable management ......................... 149 Connector types ..........................150 7 Computer Setup (BIOS), TPM, and HP Sure Start ................... 152 Using Computer Setup ............................152 Starting Computer Setup ........................ 152 Using a USB keyboard or USB mouse to start Computer Setup (BIOS) ......152 Navigating and selecting in Computer Setup .................
  • Page 10 8 Using HP PC Hardware Diagnostics (UEFI) ..................... 156 Downloading HP PC Hardware Diagnostics (UEFI) to a USB device ..............156 9 Backing up, restoring, and recovering ......................158 Creating recovery media and backups ......................158 Creating HP Recovery media (select products only) ............... 158 Using Windows tools ............................

  • Page 11: Product Description

    Product description Category Description Product Name HP ZBook 15 G4 Mobile Workstation Processors 7th Generation Intel® Core™ processors Intel Core i7-7820HQ 2.9-GHz (turbo up to 3.9-GHz) processor (2400-MHz front-side bus (FSB), 8.0-MB L3 cache, 45 W) Intel Core i7-7700HQ 2.8-GHz (turbo up to 3.8-GHz) processor (2400-MHz FSB, 6.0-MB L3 cache, 45 W) Intel Core i5-7440HQ 2.8-GHz (turbo up to 3.8-GHz) processor (2400-MHz FSB, 6.0-MB L3...
  • Page 12 Category Description Panel 39.6 cm (15.6 in), antiglare, LED backlight, 16:9 aspect ratio FHD (1920×1080), SVA, 60% CG, slim, 300 nits with or without camera ● ● FHD (1920×1080), UWVA, 72% CG. slim, 300 nits with or without camera ● FHD (1920×1080), UWVA, 72% CG, slim, 300 nits, touch screen, with camera ●...
  • Page 13 256-GB SATA-3, TLC ● Audio and video Stereo speakers (2) Dual array microphone (dual mic configuration tied to camera) HP Bang & Olufsen Audio HD 720p camera Intel SST Audio Support for no camera option Ethernet Intel I219-LM Gigabit Network Connection (10/100/1000 Ethernet)
  • Page 14 Supports "No WWAN" option Supports WWAN after market option Support for the following WWAN formats: ● Huawei HP It4132, LTE/HSPA+ 4G w/GPS M.2 ● Fibocom HP hs3210 WW HSPA+ w/o GPS External media cards Integrated SD UHS-II flash media slot (Realtek) - supports SD, SDHC, SDXC...
  • Page 15 Category Description Trusted platform module (TPM 9670) 2.0 (Infineon; soldered down) Fingerprint reader Support "No Fingerprint Reader" option Integrated smart card reader BIOS preboot power on - BIOS option (password, fingerprint) Drive encryption preboot option - (password; fingerprint; selected smart cards) Operating system Preinstalled Windows 10 Home 64 High-end...

  • Page 16: Components

    Safety, and Environmental Notices. To access this guide: Type support in the taskbar search box, and then select the HP Support Assistant app. ‒ or – Click the question mark icon in the taskbar. Select My PC, select the Specifications tab, and then select User Guides.
  • Page 17 Component Description USB Type-C SuperSpeed and Thunderbolt ports When the computer is on, connect and charge USB devices that have Type-C connectors, such as cell phones, cameras, activity trackers, or smartwatches, and provide high-speed data transfer. – or – Connect to various USB, video, HDMI, and LAN devices. NOTE: Cables and/or adapters (purchased separately) may be required.

  • Page 18: Left

    Left Component Description Security cable slot Attaches an optional security cable to the computer. NOTE: The security cable is designed to act as a deterrent, but it may not prevent the computer from being mishandled or stolen. RJ-45 (network) jack/status lights Connects a network cable.

  • Page 19: Display

    For wireless regulatory notices, see the section of the Regulatory, Safety, and Environmental Notices that applies to your country or region. To access this guide: Type support in the taskbar search box, and then select the HP Support Assistant app. ‒ or – Click the question mark icon in the taskbar.

  • Page 20: Keyboard Area

    Keyboard area TouchPad Component Description Pointing stick Moves the pointer on the screen. Left pointing stick button Functions like the left button on an external mouse. TouchPad on/off button/TouchPad light Turns the TouchPad on and off. ● Amber: The TouchPad is off. Off: The TouchPad is on.

  • Page 21: 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 22: 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 23: Special Keys

    Component Description Volume mute button Mutes and restores speaker sound. Fingerprint reader (select products only) Allows a fingerprint logon to Windows, instead of a password logon. Special 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 lk key, the...

  • Page 24: Action Keys

    Action keys An action key performs the function indicated by the icon on the key. To determine which keys are on your product, see Special keys on page To use an action key, press and hold the key. ▲ Icon Description Initiates Sleep, which saves your information in system memory.

  • Page 25: Bottom

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

  • Page 26: 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 (2) Produce sound. Chapter 2 Components...

  • Page 27: 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 28: Illustrated Parts Catalog

    Illustrated parts catalog Computer major components Chapter 3 Illustrated parts catalog...
  • Page 29 Item Component Spare part number Display assembly (Touch screen; FHD, UWVA; includes camera) 921058-001 Display assembly (Non-touch; UHD, UWVA) For more display assembly spare part information, see Display assembly subcomponents on page 22 Without camera 921059-001 With camera 921060-001 Keyboard (backlit; includes TouchPad and keyboard cables) 848311-xx1 For a list of keyboard country codes, see Keyboard on page...
  • Page 30 ● 256-GB, TLC 921055-001 ● 256-GB, MLC 921051-001 (18) WWAN module HP lt4120 LTE/EVDO/HSPA+ Gobi 4G Mobile Broadband Module 800870-002 Fibocom HP hs3210 WW HSPA+ w/o GPS 918670-852 Huawei HP It4132, LTE/HSPA+ 4G w/GPS M.2 918671-852 (19) WLAN module Intel Dual band wireless-AC 8265 802.11AC 2x2 WiFi + BT 4.2 Combo Adaptor (non-vPro) 910264-852 Intel Dual band wireless-AC 8265 802.11AC 2x2 WiFi + BT 4.2 Combo Adaptor (vPro)

  • Page 31: Bracket Kit

    Item Component Spare part number xxxxxx-001: Windows 7 or non-Windows operating systems xxxxxx-601: Windows 10 operating system Equipped with an Intel Core i7-7820HQ processor 921048-xxx Equipped with an Intel Core i7-7700HQ processor 921047-xxx Equipped with an Intel Core i7-7440HQ processor 921046-xxx Equipped with an Intel Core i7-7300HQ processor 921045-xxx...

  • Page 32: Display Assembly Subcomponents

    Display assembly subcomponents Item Component Spare part number Display bezel For use only on computer models not equipped with a camera 848241-001 For use only on computer models equipped with a camera 850154-001 Camera/microphone module (includes double-sided adhesive) 819336-006 Microphone module (includes double-sided adhesive) 854110-001 Display panel Includes display cable:...

  • Page 33: Cable Kit

    Item Component Spare part number Does not include display cable: ● 819354-004 ● UWVA 819355-005 Display hinges (includes left and right hinges) 848242-001 Display/Camera Cable Kit 848253-001 Antenna Kit, WWAN 848229-001 Antenna Kit, WLAN 848228-001 Display rear cover 928422-001 Cable Kit Item Component Spare part number...

  • Page 34: Plastics Kit

    Plastics Kit Item Component Spare part number Plastics Kit, includes: 850152-001 VGA cap Fingerprint reader bezel SD card reader insert Chapter 3 Illustrated parts catalog...

  • Page 35: Mass Storage Devices

    Mass storage devices Item Component Spare part number Solid-state drive, M.2 SATA-3 drives, TLC: 512-GB, FIPS 921052-001 ● ● 256-GB, TLC 932478-001 ● 256-GB, self-encrypting drive (SED), OPAL 2 921053-001 Z Turbo drives; PCIe: ● 1-TB, MLC 921057-001 ● 512-GB, self-encrypting drive (SED), OPAL 2, TLC 921054-001 ●...

  • Page 36: Miscellaneous Parts

    Hard drive bracket (3b) Hard drive cable Miscellaneous parts Component Spare part number AC adapter 150-W HP Smart adapter (slim, 4.5-mm) 776620-001 Power cord (3-pin, black, 1.83-m) For use in Europe 213350-012 For use in North America 213349-013 For use in Switzerland...

  • Page 37: 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: Torx driver ● ● Magnetic screwdriver Phillips P0 and P1 screwdrivers ● Service considerations The following sections include some of the considerations that you must keep in mind during disassembly and assembly procedures.

  • Page 38: 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 39 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 40: 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 41 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 42: Removal And Replacement Procedures For Authorized Service Provider Parts

    Removal and replacement procedures for Authorized Service Provider parts CAUTION: Components described in this chapter should only be accessed by an authorized service provider. Accessing these parts can damage the computer or void the warranty. Component replacement procedures This chapter provides removal and replacement procedures for Authorized Service Provider only parts. There are as many as 75 screws that must be removed, replaced, and/or loosened when servicing the computer.
  • Page 43 Remove the display bezel. The display bezel is available using the following spare part numbers: 848241-001: Models without a camera 850154-001: Models with a camera If it is necessary to replace the display panel: Remove the four Phillips PM2.0×3.0 screws that secure the display panel to the display enclosure. Component replacement procedures...
  • Page 44 CAUTION: Make sure the work surface is clear of tools, screws, and any other foreign objects. Failure to follow this caution can result in damage to the display panel. Lift the top edge of the display panel (1) and swing it up and forward until it rests upside down in front of the display enclosure.
  • Page 45 Remove the camera/microphone module (3). The camera/microphone module is available using spare part number 819336-006. The microphone module is available using spare part number 854110-001. Reverse this procedure to reassemble and install the display assembly components. Component replacement procedures...

  • Page 46: Bottom Cover

    Bottom cover Description Spare part number Bottom cover (includes SSD therrmal pad) 928423-001 Before removing the bottom cover, 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 47: 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 48: Memory Module

    Failure to update the computer to the latest BIOS prior to installing new memory may result in various system problems. To update BIOS: Navigate to www.hp.com. Click Support & Drivers > click Drivers & Software. In the Enter a product name/number box, type the computer model information, and then click Search.
  • Page 49 Remove the memory module: Spread the retaining tabs (1) on each side of the memory module slot to release the memory module. (The memory module tilts up.) Remove the memory module (2) by pulling the module away from the slot at an angle. Reverse this procedure to install a memory module.

  • Page 50: Solid-State Drive (M.2)

    Solid-state drive (M.2) Description Spare part number M.2 solid-state drives (SATA-3, TLC): 512-GB, FIPS 921052-001 ● ● 256-GB, TLC 932478-001 ● 256-GB, self-encrypting drive (SED), OPAL 2 921053-001 M.2 solid-state drives (Z Turbo, PCI): ● 1-TB, MLC 921057-001 ● 512-GB, self-encrypting drive (SED), OPAL 2, TLC 921054-001 512-GB, MLC 921056-001...

  • Page 51: Wlan Module

    WLAN module Description Spare part number Intel Dual band wireless-AC 8265 802.11AC 2x2 WiFi + BT 4.2 Combo Adaptor (non-vPro) 910264-852 Intel Dual band wireless-AC 8265 802.11AC 2x2 WiFi + BT 4.2 Combo Adaptor (vPro) 918855-852 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 52 Remove the WLAN module (3) by pulling the module away from the slot at an angle. NOTE: WLAN modules are notched to prevent incorrect installation. 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.

  • Page 53: Wwan Module

    WWAN module Description Spare part number HP lt4120 LTE/EVDO/HSPA+ Gobi 4G Mobile Broadband Module 800870-002 Fibocom HP hs3210 WW HSPA+ w/o GPS 918670-852 Huawei HP It4132, LTE/HSPA+ 4G w/GPS M.2 918671-852 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 54 Remove the WWAN module (3) by pulling the module away from the slot at an angle. NOTE: WWAN modules are notched to prevent incorrect installation. NOTE: If the WWAN antenna cables are not connected to the terminals on the WWAN module, protective sleeves should be installed on the antenna connectors, as shown in the following illustration.

  • Page 55: Smart Card Reader

    Smart card reader Description Spare part number Smart card reader (includes cable) 848245-001 The smart card reader bracket is available in the Bracket Kit, spare part number 848232-001. Before removing the smart card reader, 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 56: Hard Drive

    Hard drive NOTE: The hard drive spare part kit does not include the hard drive bracket or screws. These components are included in the Hard Drive Hardware Kit, spare part number 848231-001. Description Spare part number Hard drive or solid-state drive 1-TB, solid-state drive 924027-001 1-TB, 5400-rpm,...
  • Page 57 Lift the hard drive from the computer (2). If it is necessary to disassemble the hard drive, perform the following steps: Remove the four Phillips PM3.0×3.0 screws (1) that secure the hard drive bracket to the hard drive. Remove the hard drive bracket from the hard drive (2). Remove the hard drive connector and cable from the hard drive (3).

  • Page 58: Rtc Battery

    RTC battery Description Spare part number RTC battery (includes cable and double-sided adhesive) 922939-001 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 59: Keyboard

    Keyboard For use in country or region Spare part For use in country or region number Spare part number Keyboard with backlight and pointing stick (includes keyboard cable and backlight cable: The pointing stick cable is available in the Cable Kit using spare part number 848244-001. For use in Belgium 848311-A41 For use in Northwest Africa...
  • Page 60 Partially open the computer. Rest and secure the computer on its left side. Insert a thin tool into the keyboard release hole near the fan, and then press on the back of the keyboard until the keyboard disengages from the computer. Turn the computer right-side up, with the front toward you.
  • Page 61 Release the zero insertion force (ZIF) connector (2) to which the keyboard cable is attached, and then disconnect the keyboard cable from the system board (3). Release the ZIF connector (4) to which the pointing stick cable is attached, and then disconnect the pointing stick cable from the system board (5).

  • Page 62: Heat Sink Assembly

    Heat sink assembly NOTE: Only remove the heat sink from the system board if its removal is required to remove other components. It is preferred to leave the heat sink connected to the system board when possible to preserve the thermal materials used between the heat sink and system board. Removal of the heat sink requires reapplication of this thermal material.
  • Page 63 Remove the heat sink (2). NOTE: Due to the adhesive quality of the thermal material located between the heat sink assembly and the system board components, it may be necessary to move the heat sink assembly from side to side to detach it. On models with UMA graphics memory: Following the sequence stamped into the processor heat sink, loosen the four Phillips captive screws (1) that secure the heat sink to the system board.
  • Page 64 Remove the heat sink (2). NOTE: Due to the adhesive quality of the thermal material located between the heat sink assembly and the system board components, it may be necessary to move the heat sink assembly from side to side to detach it. NOTE: The thermal material must be thoroughly cleaned from the surfaces of the heat sink assembly and the system board components each time the heat sink assembly is removed.
  • Page 65 ● On models with UMA graphics memory, thermal pads are used on the processor (1) and the heat sink section (2) that services it Reverse this procedure to install the heat sink assembly. Component replacement procedures...

  • Page 66: Graphics Board

    Graphics board NOTE: The graphics board spare part kit includes replacement thermal material. Description Spare part number NVIDIA Quadro M2200 graphics board 924955-001 NVIDIA Quadro M1200 graphics board 924954-001 NVIDIA Quadro M620 graphics board 924953-001 AMD Radeon Pro WX 4150 924956-001 Before removing the graphics board, follow these steps: Turn off the computer.

  • Page 67: Speakers

    Speakers Description Spare part number Speakers (includes cable) 848233-001 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. Disconnect the power from the computer by unplugging the power cord from the computer.

  • Page 68: Touchpad Module

    TouchPad module Description Spare part number TouchPad module 850944-001 The TouchPad module cable is available in the Cable Kit using spare part number 848244-001. Before removing the TouchPad module, follow these steps: Turn off the computer. If you are unsure whether the computer is off or in Hibernation, turn the computer on, and then shut it down through the operating system.

  • Page 69: Led Board

    LED board Description Spare part number LED board (includes cable) 848246-001 Before removing the LED 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. Disconnect the power from the computer by unplugging the power cord from the computer.

  • Page 70: Fans

    Fans Description Spare part number Fan for use over the processor 848251-001 Fan for use over the graphics card 848252-001 Before removing the fan, 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 71: Fingerprint Reader Board

    Fingerprint reader board Description Spare part number Fingerprint reader board (includes cable) 850151-001 The fingerprint reader bracket is available in the Bracket Kit, spare part number 848232-001. 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 72: System Board

    The fingerprint reader board cable is attached to the top cover with double-sided adhesive. Use a tool to pry the fingerprint reader board up (4), and then remove the board and cable. Reverse this procedure to install the fingerprint reader board. System board NOTE: The system board spare part kit includes replacement thermal material.
  • Page 73 Remove the bottom cover (see Bottom cover on page 36). Remove the battery (see Battery on page 37). Remove the hard drive (see Hard drive on page 46). Remove the keyboard (see Keyboard on page 49). Remove the fans (see Fans on page 60).
  • Page 74 Remove the two Phillips PM2.5×7.0 screws (1) from the VGA bracket, and then remove the bracket (2). Remove the three Phillips PM2.5×7.0 screws (3) from the USB-C bracket, and then remove the bracket (4). Remove the four Phillips PM2.5×5.0 screws (1) that secure the system board to the computer. Lift up on the left side of the system board (2) until it rests at an angle.

  • Page 75: Display Assembly

    Display assembly NOTE: Touch display assemblies are spared as a whole unit assemblies only. Non-touch display assemblies are spared at the subcomponent level and as whole units. To remove the display assembly and non-touch display subcomponents, 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 76 Open the display all as far as possible (2). Separate the display from the computer (3). If it is necessary to replace the display assembly subcomponents: Flex the inside edges of the top edge (1), the left and right sides (2), and the bottom edge (3) of the display bezel until the bezel disengages from the display enclosure.
  • Page 77 Remove the display bezel. The display bezel is available using the following spare part numbers: 848241-001: Models without a camera 850154-001: Models with a camera NOTE: The display assembly will not be connected to the computer as shown in the following image.
  • Page 78 CAUTION: Before turning the display panel upside down, make sure the work surface is clear of tools, screws, and any other foreign objects. Failure to follow this caution can result in damage to the display panel. Lift the top edge of the display panel (1) and swing it up and forward until it rests upside down in front of the display enclosure.
  • Page 79 Remove the display panel from the display enclosure (3). NOTE: The display assembly will not be connected to the computer as shown in the following image. Remove the display panel. The display panel is available using the following spare part numbers: SVA panel with display cable: 936518-001 UWVA panel with display cable: 936519-001 SVA panel without display cable: 819354-004...
  • Page 80 Remove the camera/microphone module (3) from the display enclosure. Remove the camera/microphone module. The camera/microphone module is available using spare part number 819336-006. The microphone module is available using spare part number 854110-001. If it is necessary to replace the display hinges: Remove the display cable from the left hinge (1).
  • Page 81 Remove the cable from under the tape on the left side of the display enclosure (1). Remove the display/camera cable from the enclosure (2). The display/camera cable is available using spare part number 848253-001. If it is necessary to replace the WLAN antennas, release the WLAN antenna cables from the routing channels built into the display enclosure (1), and then lift the cables from the display enclosure (2).
  • Page 82 If it is necessary to replace the WWAN antennas, release the WWAN antenna cables from the routing channels built into the display enclosure (1), and then lift the cables from the display enclosure (2). The WWAN antennas are available using spare part number 848229-001 Reverse this procedure to reassemble and install the display assembly.

  • Page 83: Lock Bracket

    Lock bracket Before removing the lock bracket, 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. Disconnect all external devices from the computer.

  • Page 84: 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 85: 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 86: 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 87 No wake up on page 110 on page 100 Unresponsive on page 111 Burnt smell on page 101 Slow performance on page 111 HP Smart Adapter warning message on page 112 Incorrect time and date on page 112 a,b,c similar symptoms...

  • Page 88: Examine The Environment

    Fan runs constantly on page 115 error) on page 130 on page 135 No video (external) TouchPad on page 121 Read-write error HP Thermal Monitor on page 116 on page 131 Network Connectivity on page 83 Ethernet (RJ-45 jack) DisplayPort/VGA...

  • Page 89: 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 90: 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 91 If a component fails a test, write down the information so it is available when contacting support. The information is also available in Test Logs on the Main Menu. For more information, see the chapter titled “Using HP PC Hardware Diagnostics (UEFI).” General troubleshooting steps...

  • Page 92: Hp Support Assistant (Hpsa)

    HPSA is preinstalled on every new HP PC with Windows 7, Windows 8, or Windows 10. HP is continually improving this tool. Please verify the latest version is installed to receive the most benefit. For more information, see http://www.hp.com/go/...

  • Page 93: 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 94: 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 95: Interpreting System Validation Diagnostic Front Panel Leds And Audible Codes

    Interpreting system validation diagnostic front panel LEDs and audible codes During the system validation phase that occurs at system startup, the BIOS validates the functionality of the following subsystems and conditions: ● AC adapter ● System board power ● Processor failure ●...

  • Page 96: Post Error Messages

    Major/ Caps Component minor Lock/Num tested code Error condition Lock LED Action BIOS The main area (DXE) of BIOS has CAP/NUM Blink Contact service for system board replacement. become corrupted and there is no recovery binary image available The embedded controller policy CAP/NUM Blink Perform SureStart manual recovery if boot requires the user to enter a key...
  • Page 97 See Checking the Status of the Battery” http://h20566.www2.hp.com/hpsc/doc/public/display? docLocale=en_US&docId=emr_na-c00821536 for details on using the HP Support Assistant to verify the battery capacity and, if necessary, order a replacement. Wireless Modules Not installed or responding Reseat the wireless LAN adapter module and antennas.

  • Page 98: Power Good (Troubleshooting) Lights

    ● Power Good (Troubleshooting) lights HP has added troubleshooting power lights to mobile workstations 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. Power good lights...

  • Page 99: 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 100: 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 101: 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 102: Safe Mode

    ● ● HP PCs – Windows Safe Mode (Windows 10, 8): http://support.hp.com/us-en/document/c03439317 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 103: 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 104: 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 105: 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 76 tables.
  • Page 106 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 107: Intermittent Power-On, Shutdown, Reboot

    In essential hardware configuration, mWS G1 and G2 may require discrete GPU to boot. However, mWS G3 can boot with integrated graphics. See “Overview of How to Troubleshoot Problems When a Computer Does Not Start Up or Boot Properly” at http://h20566.www2.hp.com/hpsc/doc/public/display? docLocale=en_US&docId=emr_na-c01443371 Intermittent power-on, shutdown, reboot Symptoms Possible causes ●...

  • Page 108: 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 109: Battery Not Recognized, Not Charging

    (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 110: 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. 100 Chapter 6 Troubleshooting guide...

  • Page 111: Burnt Smell

    Reference “HP Notebook Mobile Workstations - Improving Battery Performance (Windows 10, 8, 7, Vista)” at http://support.hp.com/us-en/document/c01297640? jumpid=hpr_r1002_usen_link3 Reference video “Testing and Calibrating the Battery on PC Notebooks” at: http://www8.hp.com/h22157/video-gallery/us/en/customer-care/2536294556001/ testing-and-calibrating-the-battery-on-hp-notebook-pcs-in-windows-8/video/ Burnt smell Symptoms Possible causes Emits smoke, burnt smell Defective on-board components.

  • Page 112: Blinking Lights

    Perform hardware reset (8. Hard reset on page 89) 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 113: 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 114: 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 115: 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 116: Blue Screen

    Resolving Blue Screen errors in Windows: http://windows.microsoft.com/en-us/ windows-8/resolve-windows-blue-screen-errors 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: http://h20566.www2.hp.com/hpsc/doc/public/ display?docLocale=en_US&docId=emr_na-c00372711 Overview of General Troubleshooting Steps for a blue screen error...
  • Page 117 80) to isolate major faulty hardware issues. ● 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.

  • Page 118: 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 119: Electromagnetic Interference (Emi)

    91) along with a verified working operating system (i.e., USB Windows-To-Go ) if available to isolate the software issue. Tips and tricks For more information, see “HP PCs - Using Task Manager (Windows 10, 8)” at http://support.hp.com/us-en/document/c03671001. Electromagnetic Interference (EMI)

  • Page 120: No Wake Up

    No wake up Symptoms Possible causes When resuming from a power Power-saving mode; multiple-display setting. management state the computer may Troubleshooting steps display: Verify that front power light (7. Status lights, blinking light codes, troubleshooting ● Blank screen lights, and POST error messages on page 84) is blinking (indicating Sleep state).

  • Page 121: Unresponsive

    Also see Slow performance on page 131. Tips and tricks See “Improving System Performance” at http://h20564.www2.hp.com/hpsc/doc/public/ display?docLocale=en_US&docId=emr_na-c00816938 (see Routine Maintenance for Performance Improvement on page 141). See “Tips to free up drive space on your PC” at http://windows.microsoft.com/en-us/...

  • Page 122: Hp Smart Adapter Warning Message

    Test the adapter on a verified working computer. 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.

  • Page 123: 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 124: 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 125: 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 148 for the HP dead pixel policy.

  • Page 126: No Video (External)

    79). Update BIOS and drivers (4. Update BIOS and drivers on page 79) when sound is heard but no video on HDTV. References HP Notebook PCs - Troubleshooting HDMI Display and Sound Issues: http://support.hp.com/us- en/document/c01186408 116 Chapter 6 Troubleshooting guide...

  • Page 127: 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 128: 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): http://support.hp.com/us-...

  • Page 129: 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 130: 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 131: 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 132: Network Connectivity Wireless (Wlan)

    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 133: 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 134: 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 135: 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 136: 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 137: 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 138: Thunderbolt 3 Dock

    Troubleshooting steps Important: review dock user guide and documents in references section for best practices. Refer to “HP Elite Dock with Thunderbolt 3 and HP ZBook Dock with Thunderbolt 3 - Using and Troubleshooting the Dock” at http://h20565.www2.hp.com/hpsc/doc/public/display? sp4ts.oid=9822172&docLocale=en_US&docId=emr_na-c05060909 for detailed instructions on how to troubleshoot common problems.

  • Page 139: 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 ●...

  • Page 140: 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 141: Read-Write Error

    141). 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 142 detailed troubleshooting steps.

  • Page 142: 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 143: 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 133...

  • Page 144: Noise (Sound)

    See “Reducing Heat Inside the PC to Prevent Overheating” at http://h20564.www2.hp.com/ hpsc/doc/public/display?docLocale=en_US&docId=emr_na-c01657439. 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 145: 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: ● http://support.hp.com/us-en/document/c01007591.

  • Page 146: Thermal Shutdown (Hot)

    Be sure that no obstructions or dust are in heat sink fan, fin, or vent. Be sure that the notebook is not sitting on a hot surface that blocks vent intakes. Test fan using HP PC Hardware Diagnostics (UEFI) tool (6. HP Hardware Diagnostics and Tools on page 80).

  • Page 147: Stuck Power Button

    Stuck power button Symptoms Possible causes ● Rear power indicator light is on Sticky or defective power button. ● Will not turn on when power Troubleshooting steps button is pressed General actions ● Automatically powers on Perform a hard reset (8.

  • Page 148: Blinking Lights And Boot Error Codes

    WWAN–Wireless wide area network 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” at http://h10032.www1.hp.com/ctg/Manual/c04685655. In some cases, when the host processor is not executing code or does not have the necessary code to drive the display, light blink codes inform you of a problem.

  • Page 149: Memory Module Error

    Memory module error This computer has experienced a memory initialization problem resulting in a failed startup. This issue may be related to the memory modules in the computer. This problem may be resolved by ensuring that memory modules are correctly inserted and seated. If this error reoccurs, a service event is required to determine the source of the error (memory modules or system board) and take the appropriate corrective action.

  • Page 150: 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 151: Routine Maintenance For Performance Improvement

    ● Check for a BIOS update. Routine Maintenance for Performance Improvement See “HP Notebook PCs - Improving the Performance of Your Computer” at http://h20564.www2.hp.com/ hpsc/doc/public/display?docLocale=en_US&docId=emr_na-c00816938. The following table presents a summary of the suggested times for performing the routine maintenance tasks described in this document.

  • Page 152: Common Blue Screen Error Messages

    Tasks Weekly Monthly Occasionally Clean the exterior of the computer. Close programs that are not being used. Prevent programs from loading at startup. Common Blue Screen Error Messages Error message list The following image shows an example of one possible Bug Check (Blue Screen) Code Reference from Microsoft at https://msdn.microsoft.com/en-us/library/windows/hardware/hh994433(v=vs.85).aspx: The hexadecimal number following the word "STOP"...

  • Page 153: 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 154: Windows Software Development Kit (Sdk)

    Windows Software Development Kit (SDK) Download the SDK from the following link: https://dev.windows.com/en-US/downloads/windows-10-sdk Set up the SDK in the configuration window (Windows 10 shown). Select features to install. 144 Chapter 6 Troubleshooting guide...
  • Page 155 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 145...
  • Page 156 Open the crash dump file. 146 Chapter 6 Troubleshooting guide...
  • Page 157 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 147...

  • Page 158: 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 159: 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 160: 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 161 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 162: Computer Setup (Bios), Tpm, And Hp Sure Start

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

  • Page 163: Restoring Factory Settings In Computer Setup

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

  • Page 164: 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 165: Changing The Boot Order Using The F9 Prompt

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

  • Page 166: Using Hp Pc Hardware Diagnostics (Uefi)

    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 167 Additional BIOS crisis recovery tool HP provides a BIOS crisis recovery tool through the HP PC Hardware Diagnostics 3-in-1 USB key. This tool can be used by HP authorized service providers to recover systems that have failed due to a corrupted BIOS. For more information about using the 3-in-1 USB key for BIOS crisis recovery, go to http://www.hp.com/go/...

  • Page 168: Backing Up, Restoring, And Recovering

    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 169: 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 170: Restore And Recovery

    158. ● 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 171: 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 172: Changing The Computer Boot Order

    Changing the computer boot order If your computer does not restart in HP Recovery Manager, you can change the computer boot order, 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 173: Removing The Hp Recovery Partition (Select Products Only)

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

  • Page 174: 10 Specifications

    10 Specifications Computer specifications Metric U.S. Dimensions Width 386 mm 15.2 in Depth 264 mm 10.4 in Height Dream Color (front) 26.33 mm 1.037 in Height Touch (front) 26.51 mm 1.044 in Weight (lightest panel, Core i5 CPU, Discrete Gfx, 8GBx1 2.63 kg 5.79 lb SODIMM, SATA SSD, WLAN/BT, WWAN, non-FPR, 9-cell...

  • Page 175: Hard Drive Specifications

    Hard drive specifications 1-TB* 500-GB** Dimensions Height 9.5 mm 9.5 mm Length 100.4 mm 100.4 mm Width 69.9 mm 69.9 mm Weight 110 g 110 g Interface type SATA SATA Transfer rate Synchronous (maximum) 1.1 GB/sec 1.1 GB/sec Security ATA security ATA security Seek times (typical read, including setting) Single track...

  • Page 176: M.2 Solid-State Drive Specifications

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

  • Page 177: M.2 Pcie Solid-State Drive Specifications

    M.2 PCIe solid-state drive specifications 256-GB* 512-GB* 1-TB* Dimensions Height 1 mm 1 mm 1 mm Length 50.8 mm 50.8 mm 50.8 mm Width 28.9 mm 28.9 mm 28.9 mm Weight < 10 g < 10 g < 10 g Interface type ATA-7 ATA-7...

  • Page 178: 11 Statement Of Memory Volatility

    Intel-based and AMD-based system boards contain nonvolatile memory subcomponents as originally shipped from HP, assuming that no subsequent modifications have been made to the system and assuming that no applications, features, or functionality have been added to or installed on the system.
  • Page 179 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 180: Nonvolatile Memory Usage

    HP Sure Start only) backup of The content is managed Embedded Controller. critical System solely by the HP Sure Start BIOS code, EC Embedded Controller. firmware, and critical computer configuration data for select...
  • Page 181 512 KByte flash Stores Fingerprint reader memory is Only a digitally signed (select products fingerprint programmed by user application can make the only) templates. enrollment in HP call to write to the flash. ProtectTools Security Manager. Nonvolatile memory usage 171...

  • Page 182: 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 183: 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 184: 12 Power Cord Set Requirements

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

  • Page 185: 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 186 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 187: 13 Recycling

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

  • Page 188: Index

    Index power 12 display panel AC adapter, spare part numbers 26 right TouchPad 10 product description 2 action keys removal 33, 67 using 14 spare part numbers 22 Cable Kit action keys, identifying 13 display rear cover components 23 Antenna Kit, WLAN spare part number 23 spare part number 23 spare part number 23...
  • Page 189 59 description 5 microphone mute 14 spare part number 19 optical drive HP PC Hardware Diagnostics (UEFI) lights precautions 28 using 156 battery 7, 16 original system recovery 160 HP Recovery Manager camera 9...
  • Page 190 6 system 160 power button, identifying 12 solid-state drive USB flash drive 161 power connector, identifying 7 precautions 28 using HP Recovery media 159 power cord product description 2 recovery media requirements for specific removal 40 creating 158...
  • Page 191 TouchPad WWAN module buttons 10 removal 43 TouchPad cable spare part numbers 20, 43 illustrated 23 TouchPad light, identifying 10, 11 TouchPad module removal 58 spare part number 19, 58 TouchPad on/off button, identifying 10 TouchPad zone identifying 10 TPM settings 155 transporting guidelines 30 traveling with the computer 17 USB 3.x charging port, identifying 8...

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