HP ZBook 15u G5Base Model Mobile Workstation

HP ZBook 15u G5 Mobile Workstation
Maintenance and Service Guide
© Copyright 2018 HP Development Company,
L.P.
AMD and AMD Radeon are trademarks of
Advanced Micro Devices, Inc. Bluetooth is a
trademark owned by its proprietor and used by
HP Inc. under license. Intel and Core are
trademarks of Intel Corporation in the U.S. and
other countries. Microsoft and Windows are
trademarks of the Microsoft group of
companies.
The information contained herein is subject to
change without notice. The only warranties for
HP products and services are set forth in the
express warranty statements accompanying
such products and services. Nothing herein
should be construed as constituting an
additional warranty. HP shall not be liable for
technical or editorial errors or omissions
contained herein.
Second Edition: November 2018
First Edition: February 2018
Document Part Number: L12984-002
Product notice
Software terms
This user guide describes features that are
common to most models. Some features may
not be available on your computer.
By installing, copying, downloading, or
otherwise using any software product
preinstalled on this computer, you agree to be
bound by the terms of the HP End User License
Agreement (EULA). If you do not accept these
license terms, your sole remedy is to return the
entire unused product (hardware and software)
within 14 days for a full refund subject to the
refund policy of your seller.
Not all features are available in all editions of
Windows. This computer may require upgraded
and/or separately purchased hardware, drivers
and/or software to take full advantage of
Windows functionality. Go to
http://www.microsoft.com for details.
For any further information or to request a full
refund of the price of the computer, please
contact your seller.
Important Notice about Customer Self-Repair Parts
CAUTION: Your computer includes Customer Self-Repair parts and parts that should only be accessed by an
authorized service provider. See Chapter 5, "Removal and replacement procedures for Customer Self-Repair
parts," for details. Accessing parts described in Chapter 6, "Removal and replacement procedures for
Authorized Service Provider only parts," can damage the computer or void your warranty.
iii
iv
Important Notice about Customer Self-Repair Parts
Safety warning notice
WARNING! To reduce the possibility of heat-related injuries or of overheating the device, do not place the
device directly on your lap or obstruct the device air vents. Use the device only on a hard, flat surface. Do not
allow another hard surface, such as an adjoining optional printer, or a soft surface, such as pillows or rugs or
clothing, to block airflow. Also, do not allow the AC adapter to contact the skin or a soft surface, such as
pillows or rugs or clothing, during operation. The device and the AC adapter comply with the user-accessible
surface temperature limits defined by the International Standard for Safety of Information Technology
Equipment (IEC 60950-1).
v
vi
Safety warning notice
Table of contents
1 Product description ....................................................................................................................................... 1
2 Components .................................................................................................................................................. 7
Right ....................................................................................................................................................................... 7
Left ......................................................................................................................................................................... 9
Display ................................................................................................................................................................. 10
Keyboard area ...................................................................................................................................................... 12
TouchPad ........................................................................................................................................... 12
Lights ................................................................................................................................................. 13
Buttons, speakers, and fingerprint reader ........................................................................................ 14
Special keys ....................................................................................................................................... 15
Action keys ........................................................................................................................................ 16
Hot keys (select products only) ......................................................................................................... 17
Bottom ................................................................................................................................................................. 18
Front ..................................................................................................................................................................... 19
Cover .................................................................................................................................................................... 20
Labels ................................................................................................................................................................... 21
3 Illustrated parts catalog .............................................................................................................................. 23
Computer major components .............................................................................................................................. 23
Display assembly subcomponents ...................................................................................................................... 26
Cable Kit ............................................................................................................................................................... 28
Plastics Kit ........................................................................................................................................................... 29
Miscellaneous parts ............................................................................................................................................. 29
4 Removal and replacement procedures preliminary requirements .................................................................... 31
Tools required ...................................................................................................................................................... 31
Service considerations ......................................................................................................................................... 31
Plastic parts ....................................................................................................................................... 31
Cables and connectors ...................................................................................................................... 32
Drive handling ................................................................................................................................... 32
Grounding guidelines ........................................................................................................................................... 33
Electrostatic discharge damage ........................................................................................................ 33
Packaging and transporting guidelines .......................................................................... 34
Workstation guidelines ................................................................................................... 34
Equipment guidelines ..................................................................................................... 35
vii
5 Removal and replacement procedures for Customer Self-Repair parts ............................................................. 36
Component replacement procedures .................................................................................................................. 36
Bottom cover ..................................................................................................................................... 36
Solid-state drive (SSD) ...................................................................................................................... 38
Memory modules ............................................................................................................................... 40
WLAN/Bluetooth combo card ............................................................................................................ 42
WWAN module ................................................................................................................................... 44
Keyboard ........................................................................................................................................... 46
6 Removal and replacement procedures for Authorized Service Provider parts ................................................... 49
Component replacement procedures .................................................................................................................. 49
Battery ............................................................................................................................................... 50
Heat sink assembly ........................................................................................................................... 52
RTC battery ........................................................................................................................................ 55
USB board .......................................................................................................................................... 56
RJ-45 board with bracket .................................................................................................................. 57
Power button board .......................................................................................................................... 58
Speaker assembly ............................................................................................................................. 59
Fingerprint reader assembly ............................................................................................................. 60
TouchPad ........................................................................................................................................... 61
Pointing stick module ........................................................................................................................ 63
NFC module ....................................................................................................................................... 64
Smart card reader .............................................................................................................................. 65
Fan ..................................................................................................................................................... 66
System board .................................................................................................................................... 68
Display assembly ............................................................................................................................... 72
Top cover ........................................................................................................................................... 82
7 Interpreting system validation diagnostic front panel LEDs and audible codes ................................................. 83
8 Troubleshooting guide ................................................................................................................................. 85
Resources ............................................................................................................................................................. 86
General troubleshooting steps ............................................................................................................................ 86
Identify the issue ............................................................................................................................... 87
1. Understand the issue .................................................................................................. 87
Boot up sequence ......................................................................................... 87
Failure classification ..................................................................................... 87
2. Examine the environment .......................................................................................... 89
3. Perform a visual inspection of hardware ................................................................... 90
4. Update BIOS and drivers ............................................................................................. 90
viii
Manually updating BIOS and drivers ............................................................ 90
Remotely deploying BIOS and drivers .......................................................... 90
Analyze the issue ............................................................................................................................... 90
5. Remove or uninstall recently added hardware, software .......................................... 90
6. HP Hardware Diagnostics and Tools ........................................................................... 91
HP PC Hardware Diagnostics (UEFI) ............................................................. 91
HP Support Assistant (HPSA) ....................................................................... 93
HP BIOS Configuration Utility (BCU) ............................................................. 94
HP Image Diagnostic Tool ............................................................................. 94
HP Thermal Monitor ..................................................................................... 94
Non HP diagnostics tools ............................................................................. 94
7. Status lights, blinking light codes, troubleshooting lights, and POST error
messages ........................................................................................................................ 95
Status lights .................................................................................................. 95
Blinking light codes ...................................................................................... 96
POST error messages ................................................................................... 96
Power Good (Troubleshooting) lights .......................................................... 97
Resolve the issue ............................................................................................................................... 98
8. Hard reset .................................................................................................................... 98
9. Soft reset (Default Settings) ....................................................................................... 99
10. Reseat cables and connections ................................................................................ 99
11. Test with minimum configuration .......................................................................... 100
Essential hardware configuration .............................................................. 100
Safe mode ................................................................................................... 101
12. Test with verified working configuration (hardware and/or operating system) ... 101
13. Replace the system board ...................................................................................... 101
Verify solution ................................................................................................................................. 102
Helpful Hints ...................................................................................................................................................... 102
At startup ........................................................................................................................................ 103
During operation ............................................................................................................................. 103
Consulting with HP Service ............................................................................................................. 104
Common issues and possible solutions ............................................................................................................ 104
Power-on issues .............................................................................................................................. 104
No Power ....................................................................................................................... 104
Intermittent power-on, shutdown, reboot ................................................................... 106
AC adapter issue ........................................................................................................... 108
Battery not recognized, not charging ........................................................................... 108
Battery discharges too fast .......................................................................................... 110
Burnt smell .................................................................................................................... 111
POST ................................................................................................................................................ 111
No video (with power) ................................................................................................... 111
ix
Blinking lights ............................................................................................................... 112
Diagnostics error messages ......................................................................................... 113
BIOS password .............................................................................................................. 114
Performance (OS) ............................................................................................................................ 114
Intermittent shutdown ................................................................................................. 115
Blue screen .................................................................................................................... 116
Freeze at Windows Logo (hang/lockup) ....................................................................... 118
Electromagnetic Interference (EMI) .............................................................................. 119
No wake up .................................................................................................................... 120
Unresponsive ................................................................................................................ 121
Slow performance ......................................................................................................... 121
HP Smart Adapter warning message ........................................................................... 122
Incorrect time and date ................................................................................................ 122
Display ............................................................................................................................................. 123
Display anomalies ......................................................................................................... 123
Symptom .................................................................................................... 123
Quick check ................................................................................................. 124
HP PC Hardware Diagnostics (UEFI) for video test ..................................... 124
Display assembly diagram ......................................................................... 125
Dead pixel ..................................................................................................................... 125
No video (internal) ........................................................................................................ 125
No video (external) ....................................................................................................... 126
DisplayPort/VGA ........................................................................................................... 126
HDMI .............................................................................................................................. 126
No or bad external video via docking ........................................................................... 127
Incorrect or missing color/distorted image .................................................................. 127
Touch screen ................................................................................................................. 128
I/O devices ....................................................................................................................................... 129
Keyboard ....................................................................................................................... 129
Keyboard point stick ..................................................................................................... 130
Keyboard backlight ....................................................................................................... 130
TouchPad ....................................................................................................................... 131
Network Connectivity Ethernet (RJ-45 jack) ................................................................ 131
Network connectivity wireless (WLAN) ........................................................................ 132
WWAN ............................................................................................................................ 133
USB ................................................................................................................................ 134
Smart card reader ......................................................................................................... 135
Speaker, headphone - audio issues .............................................................................. 136
Thunderbolt (TB) ........................................................................................................... 137
Storage ............................................................................................................................................ 138
Hard drive/solid-state drive not recognized ................................................................ 139
x
No boot to operating system (no read/write error) ..................................................... 139
Read-write error ........................................................................................................... 140
Slow performance ......................................................................................................... 140
Blue screen (BSOD) error .............................................................................................. 140
Noisy hard drive ............................................................................................................ 141
Mechanical ....................................................................................................................................... 142
Fan error message - 90B .............................................................................................. 142
Noise (sound) ................................................................................................................ 143
Fan runs constantly ...................................................................................................... 144
Thermal shutdown (hot) ............................................................................................... 145
Stuck power button ...................................................................................................... 145
Additional information ...................................................................................................................................... 146
Acronyms ......................................................................................................................................... 146
Blinking lights and boot error codes ............................................................................................... 147
Processor not executing code ...................................................................................... 147
BIOS recovery code unable to find valid BIOS recovery image ..................................... 147
Memory module error ................................................................................................... 147
Graphics Controller Error (No Controller) ..................................................................... 148
Failure - System Board Error ........................................................................................ 148
Intel Trusted Execution Technology (TXT) Error .......................................................... 148
Sure Start unable to find valid BIOS Boot Block image ................................................ 148
Sure Start has identified a problem (Manual Recovery Policy Set) .............................. 149
POST Error Messages and User Actions .......................................................................................... 149
Routine Maintenance for Performance Improvement .................................................................... 152
Common Blue Screen Error Messages ............................................................................................ 152
Error message list ......................................................................................................... 152
Bug check symbolic names ........................................................................................... 152
Microsoft general troubleshooting of Windows bug check codes ............................... 153
Use Windows Debugging Tool ......................................................................................................... 153
Windows Software Development Kit (SDK) .................................................................. 154
Display Issue: Pixel Anomalies ........................................................................................................ 158
Cable management ......................................................................................................................... 159
Connector types .............................................................................................................................. 160
9 Computer Setup (BIOS), TPM, and HP Sure Start ........................................................................................... 162
Using Computer Setup ....................................................................................................................................... 162
Starting Computer Setup ................................................................................................................ 162
Using a USB keyboard or USB mouse to start Computer Setup (BIOS) ........................ 162
Navigating and selecting in Computer Setup ................................................................................. 162
Restoring factory settings in Computer Setup ............................................................................... 163
Updating the BIOS ........................................................................................................................... 163
xi
Determining the BIOS version ...................................................................................... 163
Downloading a BIOS update ......................................................................................... 164
Changing the boot order using the f9 prompt ................................................................................ 165
TPM BIOS settings (select products only) ......................................................................................................... 165
Using HP Sure Start (select products only) ....................................................................................................... 165
10 Using HP PC Hardware Diagnostics (UEFI) ................................................................................................... 166
Downloading HP PC Hardware Diagnostics (UEFI) to a USB device .................................................................. 166
11 Backing up, restoring, and recovering ........................................................................................................ 168
Creating recovery media and backups .............................................................................................................. 168
Using HP Recovery media (select products only) ........................................................................... 168
Using Windows tools ....................................................................................................................... 169
Using the HP Cloud Recovery Download Tool (select products only) ............................................. 170
Restore and recovery ......................................................................................................................................... 170
Recovering using HP Recovery Manager ........................................................................................ 170
What you need to know before you get started ........................................................... 170
Using the HP Recovery partition (select products only) .............................................. 171
Using HP Recovery media to recover ............................................................................ 172
Changing the computer boot order .............................................................................. 172
Removing the HP Recovery partition (select products only) ....................................... 172
12 Specifications .......................................................................................................................................... 173
Computer specifications .................................................................................................................................... 173
39.6-cm (15.6-in) display specifications .......................................................................................................... 174
M.2 PCIe solid-state drive specifications .......................................................................................................... 175
M.2 SATA solid-state drive specifications ......................................................................................................... 176
13 Power cord set requirements .................................................................................................................... 177
Requirements for all countries .......................................................................................................................... 177
Requirements for specific countries and regions ............................................................................................. 177
14 Statement of memory volatility ................................................................................................................ 179
Nonvolatile memory usage ............................................................................................................................... 181
Questions and answers ..................................................................................................................................... 183
Using HP Sure Start (select models only) .......................................................................................................... 184
15 Recycling ................................................................................................................................................ 185
Index ........................................................................................................................................................... 186
xii
1
Product description
Category
Description
Product Name
HP ZBook 15u G5 Mobile Workstation
Processors
8th-generation Intel® Core™ quad-core processors:
Intel Core i7-8650U
Intel Core i7-8550U
Intel Core i5-8350U
Intel Core i5-8250U
7th-generation Intel Core dual-core processors:
Intel Core i7-7500U
Intel Core i5-7300U
Intel Core i5-7200U
Chipset
Integrated with processor
Graphics
Internal graphics:
Intel HD Graphics 620 (7th generation processors)
Intel UHD Graphics 620 (8th generation processors)
Supports HD decode DX12 HDMI 1.4b HDCP 2.2 via HDMI/DP up to 4K @ 30Hz/DO 1.2 up to 4K @60Hz
External graphics:
AMD Radeon Pro WX3100, 2 GB
Both UMA and discrete configurations support three independent displays through docking stations as follows:
Panel
●
HP Docking Station - maximum resolution = 2.5K @60Hz (DisplayPort 1) and 2.5K @60Hz (DisplayPort 2)
●
HP Thunderbolt 3 Dock - maximum resolution = 4K @60Hz (DP1) and 4K @60Hz (DisplayPort 2)
●
HP Thunderbolt Dock 120W or 230W G2 - maximum resolution = 4K @60Hz (DisplayPort 1) and 4K @60Hz
(DisplayPort 2) with Thunderbolt
Supports privacy filter and narrow bezel
39.6-cm (15.6-in), UWVA, non-touch:
Full high-definition (FHD)(1920×1080), anti glare (AG), 220 nits, 45% CG, eDP, slim, without camera
FHD (1920×1080), anti glare (AG), 220 nits, 45% CG, eDP, slim, with HD camera
FHD (1920×1080), anti glare (AG), 220 nits, 45% CG, eDP, slim, with HD+IR camera
FHD (1920×1080), anti glare (AG), 220 nits, 45% CG, eDP, slim, without camera, with WWAN
FHD (1920×1080), anti glare (AG), 220 nits, 45% CG, eDP, slim, with HD camera, with WWAN
FHD (1920×1080), anti glare (AG), 220 nits, 45% CG, eDP, slim, with HD+IR camera, with WWAN
1
Category
Description
FHD (1920×1080), anti glare (AG), 400 nits, 72% CG, eDP+PSR, slim, Ambient Light Sensor, with HD+IR camera
FHD (1920×1080), anti glare (AG), 400 nits, 72% CG, eDP+PSR, slim, Ambient Light Sensor, with HD+IR camera,
with WWAN
Ultra high definition (UHD)/4K (3840x2160), anti glare (AG), 400 nits, 72% CG, eDP+PSR, ultra slim, Ambient Light
Sensor, with HD+IR camera, with WWAN
39.6-cm (15.6-in), UWVA, touch screen:
FHD (1920×1080), 220 nits, 45% CG, eDP, slim, with HD+IR camera
FHD (1920×1080), 220 nits, 45% CG, eDP, slim, with HD+IR camera, with WWAN
Memory
Two memory module slots
Memory is customer accessible/upgradeable
DDR4-2400 dual channel support (8th generation processors)
DDR4-2133 dual channel support (7th generation processors)
Supports up to 32 GB of system RAM in the following configurations:
Primary storage
●
32768 MB (16384 MB×2)
●
24576 MB (16384 MB×1 + 8192 MB×1)
●
20480 MB (16384 MB×1 + 4096 MB×1)
●
16384 MB (16384 MB×1 or 8192 MB×2)
●
12288 MB (8192 MB×1 + 4096 MB×1)
●
8192 MB (8192 MB×1 or 4096 MB×2)
●
4096 MB (4096 MB×1)
M.2 solid-state drives (2280):
2 TB, PCIe, Gen3×4, SS/DS, NVMe, TLC
1 TB, PCIe, Gen3×4, SS/DS, NVMe, TLC
1 TB, PCIe, Gen3×4, SS, NVMe, MLC
512 GB, PCIe, Gen3×4, SS, NVMe, TLC, Opal 2
512 GB, PCIe, Gen3×4, SS, NVMe, TLC
512 GB, PCIe, Gen3×4, SS, NVMe, MLC
512 GB, SATA-3, SS, TLC, FIPS-140-2
256 GB, PCIe, Gen3×4, NVMe, SS, TLC
256 GB, PCIe, Gen3×4, NVMe, SS, MLC
256 GB, PCIe, Gen3×4, SS, TLC, Opal 2
128 GB, SATA-3, SS, TLC
Audio and video
HP Bang & Olufsen Audio
Multi-array microphone (including World-Facing 3rd microphone)
Stereo speakers (2)(13mm × 38mm × 4mm)
2
Chapter 1 Product description
Category
Description
Webcam HD RGB 720p
Webcam HD+IR RGB 720p
Camera privacy shutter (only with non-touch camera panels)
Supports WDR (Wide Dynamic Range)
Support for models without camera
Ethernet
Intel Ethernet Connection I219-LM 10/100/1000 (vPro)
Intel Ethernet Connection I219-V 10/100/1000 (non-vPro)
S3/S4/S5 Wake-on-LAN
*The following support S3/S4/S5 wake on LAN/HBMA (via out of band): embedded NIC, HP Elite USB-C Dock G3,
HP USB-C Dock G4, HP USB-C Universal Dock, HP Thunderbolt Dock 120W/230W G2, and HP USB-C Mini Dock.
*The following support S3 wake on LAN/HBMA (via Windows operating system): HP Thunderbolt 3 Dock, HP Elite
USB-C Docking Station G2, HP USB-C Travel Dock, and HP USB Travel Dock.
Wireless
networking
WPAN Bluetooth:
Integrated wireless personal area network (PAN) supported by Bluetooth® 4.2 combo card
Wireless local area network (WLAN):
Integrated WLAN options with dual antennas (M.2 2230 socket PCIe/USB)
Supports the following WLAN formats:
●
Intel Dual band wireless-AC 8265 802.11ac 2×2 WiFi + Bluetooth 4.2 Combo Adaptor (vPro)
●
Intel Dual band wireless-AC 8265 802.11ac 2×2 WiFi + Bluetooth 4.2 Combo Adaptor (non-vPro)
●
Realtek RTL8822BE 802.11ac 2×2 Wi-Fi + Bluetooth 4.2 Combo Adapter
Two WLAN antennas built into bottom of display assembly
Support for models without WLAN
Compatible with Miracast-certified devices
Bluetooth Disabled IOPT
Support S3/S4 wake on Wireless LAN
Supports WLAN/LAN/WWAN switching
Support for HP Sure Connect with Client Side Load Balancing
Near-Field Communication (NFC):
NXP NPC300 Near Field Communication Module (NFC Mirage WNC XRAV-1 [NXP NPC300 I2C 10 mm x 17 mm])
NFC antenna
Support for models without NFC
Wireless wide area network (WLAN):
Integrated wireless wide area network (WWAN) options by way of wireless module
Two WWAN antennas (world wide 5 band, configured at top of display panel)
Supports the following WWAN formats:
3
Category
Description
●
Integrated WWAN options with dual antennas (M.2 30x42 socket USB2)
LTE CAT4: Huawei HP lt4132, LTE/HSPA+ w/GPS M.2
●
Integrated WWAN options with dual antennas (M.2 30x42 socket PCIe)
LTE CAT9: Fibocom Intel XMM 7360 LTE-Advanced
WWAN modules are compatible with a programmable removable eSIM
Support for models without WWAN
Support for WWAN after market option (AMO)
Ports
USB Type-C (Thunderbolt)
USB 3.1 Gen 1 port
USB 3.1 Gen 1 charging port
HDMI 1.4
RJ-45/Ethernet
Docking connector
Audio-out (headphone)/audio-in (microphone) combo jack
AC port
Docking
HP Thunderbolt Dock 120W G2
HP Thunderbolt Dock 230W G2
HP Thunderbolt 3 Dock
HP Docking Station
Keyboard/
pointing devices
Keyboard:
HP Collaboration Keyboard with numeric pad
●
Dual point, non-backlit, spill resistant with drain
●
Dual point, backlit, spill resistant with drain, with HP Dura Keys
TouchPad:
Support for Microsoft Precison Touchpad Default Gestures
Firmware PTP (Point to Point) with Filter Driver
Support for ‘No Hybrid Mode’
Power
requirements
Battery:
HP Long Life Lithium Polymer Soft Pack Battery, 3-cell, 56 WHr
HP Fast Charge Technology
AC adapter:
65 W “Smart” right angle, 4.5 mm
65 W “Smart” right angle, 4.5 mm - Argentina
65 W “Smart” right angle, 4.5 mm - EM
4
Chapter 1 Product description
Category
Description
65 W Straight USB Type C
45 W “Smart” right angle, 4.5 mm
45 W “Smart” right angle, 4.5 mm - Argentina
45 W “Smart” right angle, 4.5 mm, 2-prong (Japan only)
45 W Straight USB Type C
Power cord:
2 wire plug (C7), 1 m
3 wire plug (C5), 1 m
Duckhead power cord (C5), premium, 1 m
Duckhead power cord (C5)
Security
Security lock
Trusted Platform Module (TPM) 2.0 (Infineon, soldered down)
Touch fingerprint sensor (landed, touch with 8x8 sensor)
Support for models without a fingerprint reader
Smart Card reader (active)
Support for models without a Smart Card reader
Preboot authentication (password, smart card)
Hardware enforced Firmware Protection: HP Hardware Root of Trust + Sure Start Gen4
Operating system
Preinstalled:
Windows 10 Home 64 High End Chinese Market CPPP
Windows 10 Home 64 Plus
Windows 10 Home 64 Plus Single Language
Windows 10 Professional 64
Windows 10 Home 64 StF MSNA Standard
Windows 10 Home 64 StF MSNA Plus
FreeDOS 2.0
Restore Media:
Windows 10 DRDVD
Windows 10 DRUSB
Windows 10 Pro 64 OSDVD
Windows 10 Pro 64 OSUSB
Certified:
Microsoft WHQL
Web-only support:
5
Category
Description
Windows 10 Enterprise 64
Windows 10 Pro 64 CBB 1703
Windows 10 Enterprise 64 LTSB 1607
Serviceability
End user replaceable parts:
AC adapter
Solid-state drive
Memory module
WLAN module
WWAN module
Keyboard
6
Chapter 1 Product description
2
Components
Your computer features top-rated components. This chapter provides details about your components, where
they're located, and how they work.
Right
Component
(1)
Description
SIM card slot or plug
Supports a wireless subscriber identity module (SIM) card or
plug.
NOTE: All models have a SIM card slot and icon, but models
that do not have the HP Mobile Broadband Module, a wireless
wide area network (WWAN) device, installed at the factory are
shipped with a non-removable plug inserted into the slot.
(2)
Audio-out (headphone)/Audio-in (microphone)
combo jack
Connects optional powered stereo speakers, headphones,
earbuds, a headset, or a television audio cable. Also connects an
optional headset microphone. This jack does not support
optional standalone microphones.
WARNING! To reduce the risk of personal injury, adjust the
volume before putting on headphones, earbuds, or a headset.
For additional safety information, refer to the Regulatory,
Safety, and Environmental Notices.
To access this guide:
▲
Select the Start button, select HP Help and Support, and
then select HP Documentation.
‒ or –
▲
Select the Start button, select HP, and then select HP
Documentation.
NOTE: When a device is connected to the jack, the computer
speakers are disabled.
(3)
USB 3.x SuperSpeed port
Connects a USB device, such as a cell phone, camera, activity
tracker, or smartwatch, and provides high-speed data transfer.
(4)
HDMI port
Connects an optional video or audio device, such as a highdefinition television, any compatible digital or audio
component, or a high-speed High Definition Multimedia
Interface (HDMI) device.
Right
7
Component
(5)
Description
RJ-45 (network) jack/status lights
Connects a network cable.
●
Green (left): The network is connected.
●
Amber (right): Activity is occurring on the network.
(6)
Docking connector
Connects an optional docking device.
(7)
USB Type-C power connector and
Thunderbolt™ port with HP Sleep and Charge
Connects an AC adapter that has a USB Type-C connector,
supplying power to the computer and, if needed, charging the
computer battery.
– and –
Connects and charges most USB devices that have a Type-C
connector, such as a cell phone, camera, activity tracker, or
smartwatch, and provides high-speed data transfer.
– and –
Connects a display device that has a USB Type-C connector,
providing DisplayPort output.
NOTE: Your computer may also support a Thunderbolt
docking station.
NOTE: Cables and/or adapters (purchased separately) may be
required.
(8)
Power connector
Connects an AC adapter.
(9)
Battery light
When AC power is connected:
●
White: The battery charge is greater than 90 percent.
●
Amber: The battery charge is from 0 to 90 percent.
●
Off: The battery is not charging.
When AC power is disconnected (battery not charging):
8
Chapter 2 Components
●
Blinking amber: The battery has reached a low battery
level. When the battery has reached a critical battery level,
the battery light begins blinking rapidly.
●
Off: The battery is not charging.
Left
Component
(1)
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.
(2)
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.
(3)
USB 3.x SuperSpeed port with HP Sleep and
Charge
Connects a USB device, provides high-speed data transfer, and
even when the computer is off, charges most products such as a
cell phone, camera, activity tracker, or smartwatch.
(4)
Smart card reader
Supports optional smart cards.
Left
9
Display
NOTE:
10
Refer to the illustration that most closely matches your computer.
Chapter 2 Components
Component
Description
(1)
WWAN antennas* (select products only)
Send and receive wireless signals to communicate with wireless wide
area networks (WWANs).
(2)
Camera(s) (select products only)
Allow(s) you to video chat, record video, and record still images.
NOTE: Camera functions vary depending on the camera hardware
and software installed on your product.
(3)
Internal microphones
Record sound.
(4)
Camera light(s) (select products only)
On: One or more cameras are in use.
(5)
WLAN antennas* (select products only)
Send and receive wireless signals to communicate with wireless local
area networks (WLANs).
*The antennas are not visible from the outside of the computer. For optimal transmission, keep the areas immediately around the
antennas free from obstructions.
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:
▲
Select the Start button, select HP Help and Support, and then select HP Documentation.
‒ or –
▲
Select the Start button, select HP, and then select HP Documentation.
Display
11
Keyboard area
TouchPad
Component
Description
(1)
Pointing stick
Moves the pointer on the screen.
(2)
Left pointing stick button
Functions like the left button on an external mouse.
(3)
TouchPad zone
Reads your finger gestures to move the pointer or activate
items on the screen.
(4)
Right pointing stick button
Functions like the right button on an external mouse.
(5)
Near Field Communications (NFC) tapping area
and antenna* (select products only)
Allows you to wirelessly share information when you tap it with
an NFC-enabled device.
*The antenna is not visible from the outside of the computer. For optimal transmission, keep the area immediately around the antenna
free from obstructions.
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:
▲
Select the Start button, select HP Help and Support, and then select HP Documentation.
‒ or –
▲
12
Select the Start button, select HP, and then select HP Documentation.
Chapter 2 Components
Lights
Component
(1)
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.
(2)
Caps lock light
On: Caps lock is on, which switches the key input to all capital letters.
(3)
Mute light
●
On: Computer sound is off.
●
Off: Computer sound is on.
●
On: Microphone is off.
●
Off: Microphone is on.
(4)
(5)
Microphone mute light
Wireless light
On: An integrated wireless device, such as a wireless local area network (WLAN) device
and/or a Bluetooth® device, is on.
NOTE:
On some models, the wireless light is amber when all wireless devices are off.
(6)
Sharing or presenting light
On: Sharing is on.
(7)
Call answer light
On: Call answer is on.
(8)
Call end light
On: Call end is on.
(9)
Num lk light
On: Num lock is on.
(10
)
Fn lock light
On: The fn key is locked. For more information, see Hot keys (select products only)
on page 17.
Keyboard area
13
Buttons, speakers, and fingerprint reader
Component
(1)
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.
●
When the computer is in Hibernation, press the button briefly to exit Hibernation.
CAUTION: Pressing and holding down the power button results in the loss of unsaved
information.
If the computer has stopped responding and shutdown procedures are ineffective, press and
hold the power button for at least 5 seconds to turn off the computer.
To learn more about your power settings, see your power options.
▲
(2)
Vents (2)
Right-click the Power meter icon
and then select Power Options.
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.
(3)
Speakers (2)
Produce sound.
(4)
Fingerprint reader or
plug
Allows a fingerprint logon to Windows, instead of a password logon.
NOTE:
The fingerprint reader and plug look similar. To verify you have a fingerprint reader
and not a plug, press the Windows key
on your keyboard, select Settings, select
Accounts, and then select Sign-in options and follow the on-screen instructions.
14
Chapter 2 Components
Special keys
Component
Description
(1)
esc key
Displays system information when pressed in combination with the fn key.
(2)
fn key
Executes frequently used system functions when pressed in combination with
another key. Such key combinations are called hot keys.
See Hot keys (select products only) on page 17.
(3)
Windows key
Opens the Start menu.
NOTE:
(4)
Action keys
Pressing the Windows key again will close the Start menu.
Execute frequently used system functions.
See Action keys on page 16.
(5)
num lk key
Turns the embedded numeric keypad on and off.
– or –
Alternates between the navigational and numeric functions on the integrated
numeric keypad.
(6)
Integrated numeric keypad
A separate keypad to the right of the alphabet keyboard. When num lk is pressed,
the integrated keypad can be used like an external numeric keypad.
NOTE: If the keypad function is active when the computer is turned off, that
function is reinstated when the computer is turned back on.
Keyboard area
15
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 15.
▲
To use an action key, press and hold the key.
Icon
Description
Switches the screen image among display devices connected to the system. For example, if a monitor is
connected to the computer, repeatedly pressing the key alternates the screen image from computer display
to monitor display to simultaneous display on both the computer and monitor.
Helps prevent side-angle viewing from onlookers. If needed, decrease or increase brightness for well-lit or
darker environments. Press the key again to turn off the privacy screen.
NOTE:
To quickly turn on the highest privacy setting, press fn+p.
Decreases the screen brightness incrementally as long as you hold down the key.
Increases the screen brightness incrementally as long as you hold down the key.
Mutes or restores speaker sound.
Decreases speaker volume incrementally while you hold down the key.
Increases speaker volume incrementally while you hold down the key.
Mutes the microphone.
Turns the keyboard backlight off or on.
NOTE:
To conserve battery power, turn off this feature.
Turns the wireless feature on or off.
NOTE:
A wireless network must be set up before a wireless connection is possible.
Provides quick access to your Skype for Business calendar.
NOTE: This feature requires Skype® for Business or Lync® 2013 running on Microsoft Exchange or Office
365® servers.
Turns the screen sharing function on or off.
NOTE: This feature requires Skype for Business or Lync 2013 running on Microsoft Exchange or Office 365
servers.
●
16
Chapter 2 Components
Answers a call.
Icon
Description
●
Starts a call during a 1-on-1 chat.
●
Places a call on hold.
NOTE: This feature requires Skype for Business or Lync 2013 running on Microsoft Exchange or Office 365
servers.
●
Ends a call.
●
Declines incoming calls.
●
Ends screen sharing.
NOTE: This feature requires Skype for Business or Lync 2013 running on Microsoft Exchange or Office 365
servers.
NOTE: The action key feature is enabled at the factory. You can disable this feature by pressing and holding
the fn key and the left shift key. The fn lock light will turn on. After you have disabled the action key feature,
you can still perform each function by pressing the fn key in combination with the appropriate action key.
Hot keys (select products only)
A hot key is the combination of the fn key and another key.
To use a hot key:
▲
Press the fn key, and then press one of the keys listed in the following table.
Key
Description
C
Turns on scroll lock.
E
Turns on the insert function.
R
Breaks the operation.
S
Sends a programing query.
W
Pauses the operation.
Keyboard area
17
Bottom
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.
18
Chapter 2 Components
Front
Component
(1)
(2)
Description
Power light
Wireless light
●
On: The computer is on.
●
Blinking: The computer is in the Sleep state, a powersaving 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.
On: An integrated wireless device, such as a wireless local
area network (WLAN) device and/or a Bluetooth® device, is
on.
NOTE: On some models, the wireless light is amber when
all wireless devices are off.
(3)
Drive light
●
Blinking white: The hard drive is being accessed.
●
Amber: HP 3D DriveGuard has temporarily parked the
hard drive.
Front
19
Cover
20
Component
Description
Internal microphone(s)
Record(s) sound.
Chapter 2 Components
Labels
The labels affixed to the computer provide information you may need when you troubleshoot system
problems or travel internationally with the computer. Labels may be in paper form or imprinted on the
product.
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, on the back of the display, or on the bottom of a
tablet kickstand.
●
Service label—Provides important information to identify your computer. When contacting support, you
may be asked for the serial number, the product number, or the model number. Locate this information
before you contact support.
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.
Component
(1)
HP product name (select products only)
(2)
Model number
(3)
Product ID
(4)
Serial number
(5)
Warranty period
Component
(1)
HP product name (select products only)
(2)
Product ID
Labels
21
Component
22
(3)
Serial number
(4)
Warranty period
●
Regulatory label(s)—Provide(s) regulatory information about the computer.
●
Wireless certification label(s)—Provide(s) information about optional wireless devices and the approval
markings for the countries or regions in which the devices have been approved for use.
Chapter 2 Components
3
Illustrated parts catalog
Computer major components
NOTE: HP continually improves and changes product parts. For complete and current information on
supported parts for your computer, go to http://partsurfer.hp.com, select your country or region, and then
follow the on-screen instructions.
NOTE: Details about your computer, including model, serial number, product key, and length of warranty,
are on the service tag at the bottom of your computer. See Labels on page 21 for details.
Computer major components
23
Item
Component
Spare part number
(1)
Display assembly
not spared as whole hinge-up
Display assemblies are spared at the subcomponent level only. For display assembly spare
part information, see Display assembly subcomponents on page 26.
(2)
Touch
not spared as whole hinge-up
(3)
Keyboard (see Keyboard on page 46)
For a list of keyboard country codes, see Keyboard on page 46.
Without a backlight
L17970-xx1
With a backlight
L17971-xx1
With a backlight, privacy
L38064-xx1
(4)
Top cover (includes Mylar)
L17964-001
(5)
RJ-45 board with bracket
L19421-001
(6)
TouchPad
For use in models without an NFC module
L17965-001
For use in models with an NFC module
L19418-001
(7)
Pointing stick module
L17968-001
(8)
RTC battery
L17255-001
(9)
Power button board
L14374-001
(10)
USB board (includes bracket)
L14380-001
NOTE:
(11)
The USB bracket is available in the Bracket Kit, spare part number L13693-001.
Fingerprint reader assembly (includes cable)
L15537-001
NOTE: The fingerprint reader bracket is available in the Bracket Kit, spare part number
L13693-001.
(12)
Speakers (includes cable)
L14368-001
(13)
NFC module (includes antenna and TouchPad foam)
L14385-001
(14)
Smart card reader board (includes cable)
L18312-001
(15)
System board (includes processor and replacement thermal material, see System board on page 68)
All system boards use the following part numbers:
xxxxxx-001: Non-Windows operating systems
xxxxxx-601: Windows operating system
For use in models with discrete graphics memory
24
Intel i7-8650U processor
L16126-xx1
Intel i7-8550U processor
L16124-xx1
Intel i5-8350U processor
L16121-xx1
Intel i5-8250U processor
L16119-xx1
Intel i7-7500U processor
L44047-xx1
Chapter 3 Illustrated parts catalog
Item
Component
Spare part number
Intel i5-7200U processor
L16117-xx1
For use in models with UMA graphics memory
(16)
Intel i7-8650U processor
L15522-001
Intel i7-8550U processor
L15520-001
Intel i5-8350U processor
L15518-001
Intel i5-8250U processor
L15516-001
Intel i5-7300U processor
L15523-001
Intel i5-7200U processor
L15514-001
Fan
L22307-001
Heat sink
(17)
For use in models with discrete graphics memory
L14363-001
(18)
For use in models with UMA graphics memory
L14362-001
(19)
Memory module (DDR-2400)
(20)
(21)
(22)
4-GB
820569-001
8-GB
820570-001
16-GB
820571-001
WLAN/Bluetooth combo card
Realtek RTL8822BE 802.11ac 2x2 Wi-Fi + Bluetooth 4.2 Combo Adapter
915623-001
Intel Dual band wireless-AC 8265 802.11AC 2x2 WiFi + Bluetooth 4.2 Combo Adaptor
(vPro)
851592-001
Intel Dual band wireless-AC 8265 802.11AC 2x2 WiFi + Bluetooth 4.2 Combo Adaptor (nonvPro)
851594-001
WWAN module
LTE CAT4: Huawei HP lt4132, LTE/HSPA+ w/GPS M.2
845710-003
LTE CAT9: Fibocom Intel XMM 7360 LTE-Advanced
L15398-001
Solid-state drive (SSD)
2 TB, PCIe, Gen3×4, NVMe, TLC
L38488-001
1 TB, PCIe, Gen3×4, NVMe, TLC
L17246-001
1 TB, PCIe, Gen3×4, NVMe, SS, MLC
L17848-001
512 GB, PCIe, Gen3×4, SS, TLC
L17852-001
512 GB, PCIe, Gen3×4, SS, MLC
L17851-001
512 GB, PCIe, Gen3×4, Self-encrypting drive (SED), Opal 2, TLC
L17250-001
512 GB, SATA-3, FIPS-140–2, TLC
L17249-001
256 GB, PCIe, Gen3x4, SS, NVMe, TLC
L17247-001
256 GB, PCIe, Gen3x4, TLC, Opal 2, Self-encrypting drive (SED)
L17969-001
Computer major components
25
Item
Component
Spare part number
256 GB, PCIe, Gen3x4, SS, NVMe, MLC
L17849-001
128 GB, SATA-3, TLC
L17847-001
(23)
Battery (3 cell, 56 WHr, 4.85 Ah)
933322-855
(24)
Bottom cover (includes sponges)
L17961-001
Display assembly subcomponents
26
Chapter 3 Illustrated parts catalog
Item
Component
(1)
Bezel
(2)
(3)
Spare part number
For use in models with microphone modules
L15526-001
For use in models with an HD camera (includes camera shutter)
L15527-001
For use in models with an IR camera (includes camera shutter)
L15528-001
For use in models with an IR camera and an ambient light sensor (includes camera shutter)
L15529-001
Raw display panel kits
FHD, 220 nits
L17972-001
FHD, 400 nits
L17973-001
UHD, 400 nits
L17974-001
FHD, touch
L18660-001
Hinge cover
For use in models with touch displays
L17962-001 (Hinge Kit)
For use in models with non-touch displays
L17963-001 (Hinge Kit)
(4)
Ambient light sensor board (includes double-sided tape)
L15511-001
(5)
Camera module
HD camera
L13677-001
IR camera
L15509-001
(6)
Camera cable (HD and IR models)
L14361-001 (Cable Kit)
(7)
Hinges (left and right) (for use in models with touch displays)
L17962-001 (Hinge Kit)
Hinges (left and right) (for use in models with non-touch displays)
L17963-001 (Hinge Kit)
(8)
WLAN antenna (spared with display enclosure)
(9)
WWAN antenna (spared with display enclosure)
(10)
Display cable
(11)
Display enclosure (includes tape, gasket, and foam)
L14361-001 (Cable Kit)
For use in models without a WWAN module
L17967-001
For use in models with a WWAN module
L17966-001
Display assembly subcomponents
27
Cable Kit
Item
28
Description
Spare part number
Cable Kit, includes:
L14361-001
(1)
Keyboard cable
(2)
USB board cable
(3)
Card reader cable
(4)
TouchPad cable
(5)
Fingerprint reader cable
(6)
NFC cable
Chapter 3 Illustrated parts catalog
Plastics Kit
Item
Component
Spare part number
Plastics kit
L17376-001
(1)
SIM card reader insert
(2)
Fingerprint reader insert
(3)
Smart card reader insert
Miscellaneous parts
Component
Spare part number
Screw Kit
L18441-001
Bracket Kit (includes USB support bracket and fingerprint reader bracket)
L13693-001
Pointing stick covers, quantity of 20
L15396-001
AC adapter non-PFC, 4.5 mm
65 W HP Smart AC Travel adapter
693716-001
65 W HP Smart AC adapter, EM
913691-850
65 W HP Smart AC adapter, for use in Argentina
710340-850
45 W HP Smart AC adapter, 2 prong
742436-001
45 W HP Smart AC adapter
741727-001
45 W, wall mount, 3 pin, USB-C
860210-850
Power cord (3-pin, C5, black, conventional, 1.0-m), for use in:
Plastics Kit
29
Component
Spare part number
Australia
L30797-001
Brazil
L30798-001
Europe (Austria, Belgium, Finland, France, Germany, the Netherlands, Norway and Sweden)
L30411-001
Israel
L30803-001
Italy
L30804-001
North America
L30410-001
People’s Republic of China
L30799-001
South Africa
L30806-001
South Korea
L22328-001
Switzerland
L30807-001
Taiwan
L30808-001
Thailand
L30809-001
United Kingdom and Singapore
L30412-001
Power cord (3-pin, C5, black, conventional, 1.0-m, with tag), for use in:
Argentina
L31379-001
Australia
L31380-001
Brazil
L31381-001
Europe (Austria, Belgium, Finland, France, Germany, the Netherlands, Norway and Sweden)
L31383-001
Israel
L31384-001
India
L31385-001
Italy
L31386-001
Japan
L31387-001
North America
L31389-001
People’s Republic of China
L31390-001
South Africa
L31391-001
South Korea
L31388-001
Switzerland
L31392-001
Taiwan
L31394-001
Thailand
L31393-001
United Kingdom and Singapore
L31395-001
Power cord (3-pin, C5, black, duck head, 1.0-m, with tag), for use in:
30
Japan
L31396-001
Power cord, 1.0 m, C7, for use in Japan
L19375-001
Chapter 3 Illustrated parts catalog
4
Removal and replacement procedures
preliminary requirements
Tools required
You will need the following tools to complete the removal and replacement procedures:
●
Phillips P0 screwdriver
Service considerations
The following sections include some of the considerations that you must keep in mind during disassembly
and assembly procedures.
NOTE: As you remove each subassembly from the computer, place the subassembly (and all accompanying
screws) away from the work area to prevent damage.
Plastic parts
CAUTION: Using excessive force during disassembly and reassembly can damage plastic parts. Use care
when handling the plastic
Tools required
31
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. Handle cables by the connector whenever possible. In all cases, avoid
bending, twisting, or tearing cables. Be sure that cables are routed in such a way that they cannot be caught
or snagged by parts being removed or replaced. Handle flex cables with extreme care; these cables tear
easily.
Drive handling
CAUTION: Drives are fragile components that must be handled with care. To prevent damage to the
computer, damage to a drive, or loss of information, observe these precautions:
Before removing or inserting a hard drive, shut down the computer. If you are unsure whether the computer is
off or in Hibernation, turn the computer on, and then shut it down through the operating system.
Before handling a drive, be sure that you are discharged of static electricity. While handling a drive, avoid
touching the connector.
Before removing a diskette drive or optical drive, be sure that a diskette or disc is not in the drive and be sure
that the optical drive tray is closed.
Handle drives on surfaces covered with at least one inch of shock-proof foam.
Avoid dropping drives from any height onto any surface.
Avoid exposing an internal hard drive to products that have magnetic fields, such as monitors or speakers.
Avoid exposing an internal hard drive to products that have magnetic fields, such as monitors or speakers.
Avoid exposing a drive to temperature extremes or liquids.
If a drive must be mailed, place the drive in a bubble pack mailer or other suitable form of protective
packaging and label the package “FRAGILE.”
32
Chapter 4 Removal and replacement procedures preliminary requirements
Grounding guidelines
Electrostatic discharge damage
Electronic components are sensitive to electrostatic discharge (ESD). Circuitry design and structure determine
the degree of sensitivity. Networks built into many integrated circuits provide some protection, but in many
cases, ESD contains enough power to alter device parameters or melt silicon junctions.
A discharge of static electricity from a finger or other conductor can destroy static-sensitive devices or
microcircuitry. Even if the spark is neither felt nor heard, damage may have occurred.
An electronic device exposed to ESD may not be affected at all and can work perfectly throughout a normal
cycle. Or the device may function normally for a while, then degrade in the internal layers, reducing its life
expectancy.
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.
Avoid touching pins, leads, and circuitry. Handle electronic components as little as possible.
If you remove a component, place it in an electrostatic-safe container.
The following table shows how humidity affects the electrostatic voltage levels generated by different
activities.
CAUTION:
A product can be degraded by as little as 700 V.
Typical electrostatic voltage levels
Relative humidity
Event
10%
40%
55%
Walking across carpet
35,000 V
15,000 V
7,500 V
Walking across vinyl floor
12,000 V
5,000 V
3,000 V
Motions of bench worker
6,000 V
800 V
400 V
Removing DIPS from plastic tube
2,000 V
700 V
400 V
Removing DIPS from vinyl tray
11,500 V
4,000 V
2,000 V
Removing DIPS from Styrofoam
14,500 V
5,000 V
3,500 V
Removing bubble pack from PCB
26,500 V
20,000 V
7,000 V
Packing PCBs in foam-lined box
21,000 V
11,000 V
5,000 V
Grounding guidelines
33
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.
●
Place items on a grounded surface before removing items from their containers.
●
Always be properly grounded when touching a component or assembly.
●
Store reusable ESD-sensitive parts from assemblies in protective packaging or nonconductive foam.
●
Use transporters and conveyors made of antistatic belts and roller bushings. Be sure that mechanized
equipment used for moving materials is wired to ground and that proper materials are selected to avoid
static charging. When grounding is not possible, use an ionizer to dissipate electric charges.
Workstation guidelines
Follow these grounding workstation guidelines:
34
●
Cover the workstation with approved static-shielding material.
●
Use a wrist strap connected to a properly grounded work surface and use properly grounded tools and
equipment.
●
Use conductive field service tools, such as cutters, screwdrivers, and vacuums.
●
When fixtures must directly contact dissipative surfaces, use fixtures made only of static safe materials.
●
Keep the work area free of nonconductive materials, such as ordinary plastic assembly aids and
Styrofoam.
●
Handle ESD-sensitive components, parts, and assemblies by the case or PCM laminate. Handle these
items only at static-free workstations.
●
Avoid contact with pins, leads, or circuitry.
●
Turn off power and input signals before inserting or removing connectors or test equipment.
Chapter 4 Removal and replacement procedures preliminary requirements
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. On grounded mats with banana-plug connectors, use alligator clips
to connect a wrist strap.
●
When standing, use foot straps and a grounded floor mat. Foot straps (heel, toe, or boot straps) can be
used at standing workstations and are compatible with most types of shoes or boots. On conductive
floors or dissipative floor mats, use foot straps on both feet with a minimum of one megohm resistance
between the operator and ground. To be effective, the conductive must be worn in contact with the skin.
The following grounding equipment is recommended to prevent electrostatic damage:
●
Antistatic tape
●
Antistatic smocks, aprons, and sleeve protectors
●
Conductive bins and other assembly or soldering aids
●
Nonconductive foam
●
Conductive tabletop workstations with ground cords of one megohm resistance
●
Static-dissipative tables or floor mats with hard ties to the ground
●
Field service kits
●
Static awareness labels
●
Material-handling packages
●
Nonconductive plastic bags, tubes, or boxes
●
Metal tote boxes
●
Electrostatic voltage levels and protective materials
The following table lists the shielding protection provided by antistatic bags and floor mats.
Material
Use
Voltage protection level
Antistatic plastics
Bags
1,500 V
Carbon-loaded plastic
Floor mats
7,500 V
Metallized laminate
Floor mats
5,000 V
Grounding guidelines
35
5
Removal and replacement procedures for
Customer Self-Repair parts
This chapter provides removal and replacement procedures for Customer Self-Repair parts.
NOTE: The Customer Self-Repair program is not available in all locations. Installing a part not supported by
the Customer Self-Repair program may void your warranty. Check your warranty to determine if Customer
Self-Repair is supported in your location.
Component replacement procedures
NOTE: Details about your computer, including model, serial number, product key, and length of warranty,
are on the service tag at the bottom of your computer. See Labels on page 21 for details.
NOTE: HP continually improves and changes product parts. For complete and current information on
supported parts for your computer, go to http://partsurfer.hp.com, select your country or region, and then
follow the on-screen instructions.
There are as many as 16 screws that must be removed, replaced, and/or loosened when servicing Customer
Self-Repair parts. Make special note of each screw size and location during removal and replacement.
Bottom cover
Description
Spare part number
Bottom cover (includes sponges)
L17961-001
Before removing the bottom cover, follow these steps:
1.
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.
2.
Disconnect the power from the computer by unplugging the power cord from the computer.
3.
Disconnect all external devices from the computer.
Remove the bottom cover:
1.
36
Turn the computer upside down on a flat surface.
Chapter 5 Removal and replacement procedures for Customer Self-Repair parts
2.
Loosen the eight captive screws (1) and the two inset captive screws (2) that secure the bottom cover.
3.
Starting under the display, pry (1) and lift the bottom cover off the computer (2).
Reverse the removal procedures to install the bottom cover.
Component replacement procedures
37
Solid-state drive (SSD)
Description
Spare part number
2 TB, PCIe, Gen3×4, NVMe, TLC
L38488-001
1 TB, PCIe, Gen3×4, NVMe, TLC
L17246-001
1 TB, PCIe, Gen3×4, NVMe, SS, MLC
L17848-001
512 GB, PCIe, Gen3×4, SS, TLC
L17852-001
512 GB, PCIe, Gen3×4, SS, MLC
L17851-001
512 GB, PCIe, Gen3×4, Self-encrypting drive (SED), Opal 2, TLC
L17250-001
512 GB, SATA-3, FIPS-140–2, TLC
L17249-001
256 GB, PCIe, Gen3x4, SS, NVMe, TLC
L17247-001
256 GB, PCIe, Gen3x4, TLC, Opal 2, Self-encrypting drive (SED)
L17969-001
256 GB, PCIe, Gen3x4, SS, NVMe, MLC
L17849-001
128 GB, SATA-3, TLC
L17847-001
Before removing the solid-state drive, follow these steps:
1.
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.
2.
Disconnect the power from the computer by unplugging the power cord from the computer.
3.
Disconnect all external devices from the computer.
4.
Remove the bottom cover (see Bottom cover on page 36).
5.
Disconnect the battery cable from the system board (see Battery on page 50).
Remove the solid-state drive:
1.
38
Remove the Phillips M2.0×2.0 screw (1) that secures the drive to the system board.
Chapter 5 Removal and replacement procedures for Customer Self-Repair parts
2.
Remove the drive by pulling it away from the connector (2).
NOTE: M.2 solid-state drives are designed with notches to prevent incorrect insertion.
Reverse this procedure to install the solid-state drive.
Component replacement procedures
39
Memory modules
NOTE: Primary and expansion memory is installed in a side-by-side configuration in the bottom of the
computer.
If only one memory module is installed, it must be installed in the socket labeled ‘1’.
Description
Spare part number
4-GB (DDR-2400)
820569-001
8-GB (DDR-2400)
820570-001
16-GB (DDR-2400)
820571-001
Update BIOS before adding memory modules
Before adding new memory, make sure you update the computer to the latest BIOS.
CAUTION: Failure to update the computer to the latest BIOS prior to installing new memory may result in
various system problems.
To update BIOS:
1.
Navigate to www.hp.com.
2.
Click Support & Drivers > click Drivers & Software.
3.
In the Enter a product name/number box, type the computer model information, and then click Search.
4.
Click the link for the computer model.
5.
Select the operating system, and then click Next.
6.
Under Step 2: Select a Download, click the BIOS link.
7.
Click the link for the most recent BIOS.
8.
Click the Download button, and then follow the on-screen instructions.
Before removing the memory module, follow these steps:
1.
Shut down the computer. If you are unsure whether the computer is off or in Hibernation, turn the
computer on, and then shut it down through the operating system.
2.
Disconnect all external devices connected to the computer.
3.
Disconnect the power from the computer by first unplugging the power cord from the AC outlet, and
then unplugging the AC adapter from the computer.
4.
Remove the bottom cover (see Bottom cover on page 36).
5.
Disconnect the battery cable from the system board (see Battery on page 50).
Remove the memory module:
1.
40
Spread the retaining tabs (1) on each side of the memory module slot to release the memory module.
(The edge of the module opposite the slot rises away from the computer.)
Chapter 5 Removal and replacement procedures for Customer Self-Repair parts
2.
Remove the memory module (2) by pulling the module away from the slot at an angle.
NOTE: Memory modules are designed with a notch to prevent incorrect insertion into the memory
module slot.
NOTE: The computer uses two memory sockets. The socket labeled ‘2’ houses the expansion memory
module and the socket labeled ‘1’ houses the primary memory module. The removal procedure is the
same for both memory sockets.
Reverse this procedure to install a memory module.
Component replacement procedures
41
WLAN/Bluetooth combo card
The computer uses a card that provides both WLAN and Bluetooth functionality.
The WLAN module and WWAN module are not interchangeable.
Description
Spare part number
Realtek RTL8822BE 802.11ac 2x2 Wi-Fi + Bluetooth 4.2 Combo Adapter
915623-001
Intel Dual Band Wireless-AC 3165 802.11ac 1x1 WiFi + BT 4.0 combo adapter
851592-001
Intel Dual Band Wireless-AC 8260NGW 802.11a/g/g/n+ac 2x2 WiFi + BT 4.2 combo adapter
851594-001
Before removing the WLAN module, follow these steps:
1.
Shut down the computer. If you are unsure whether the computer is off or in Hibernation, turn the
computer on, and then shut it down through the operating system.
2.
Disconnect all external devices connected to the computer.
3.
Disconnect the power from the computer by first unplugging the power cord from the AC outlet, and
then unplugging the AC adapter from the computer.
4.
Remove the bottom cover (see Bottom cover on page 36).
5.
Disconnect the battery cable from the system board (see Battery on page 50).
Remove the WLAN module:
1.
Disconnect the WLAN antenna cables (1) from the terminals on the WLAN module.
NOTE: The WLAN antenna cable labeled ‘1’ connects to the WLAN module “Main” terminal labeled ‘1’.
The WLAN antenna cable labeled ‘2’ connects to the WLAN module ‘Aux’ terminal labeled ‘2’. If the
computer is equipped with an 802.11a/b/g/n WLAN module, the yellow WLAN antenna cable connects to
the middle terminal on the WLAN module.
2.
42
Remove the Phillips M2.0×2.0 screw (2) that secures the WLAN module to the computer. (The edge of
the module opposite the slot rises away from the computer.)
Chapter 5 Removal and replacement procedures for Customer Self-Repair parts
3.
Remove the WLAN module by pulling the module away from the slot at an angle (3).
NOTE: WLAN modules are designed with a notch to prevent incorrect insertion.
NOTE: If the WLAN antennas are not connected to the terminals on the WLAN module, the protective
sleeves must be installed on the antenna connectors, as shown in the following illustration.
Reverse this procedure to install the WLAN module.
Component replacement procedures
43
WWAN module
The WLAN module and WWAN module are not interchangeable.
The WWAN module is available on select models only.
Description
Spare part number
LTE CAT4: Huawei HP lt4132, LTE/HSPA+ w/GPS
845710-003
LTE CAT9: Fibocom Intel XMM 7360 LTE-Advanced
L15398-001
Before removing the WWAN module, follow these steps:
1.
Shut down the computer. If you are unsure whether the computer is off or in Hibernation, turn the
computer on, and then shut it down through the operating system.
2.
Disconnect all external devices connected to the computer.
3.
Disconnect the power from the computer by first unplugging the power cord from the AC outlet, and
then unplugging the AC adapter from the computer.
4.
Remove the bottom cover (see Bottom cover on page 36).
5.
Disconnect the battery cable from the system board (see Battery on page 50).
Remove the WWAN module:
1.
Position the computer upside-down.
2.
Disconnect the WWAN antenna cables (1) from the terminals on the WWAN module.
NOTE: The red WWAN antenna cable is connected to the WWAN module ‘Main’ terminal. The blue
WWAN antenna cable is connected to the WWAN module ‘Aux’ terminal.
3.
44
Remove the Phillips M2.0×2.0 screw (2) that secures the WWAN module to the computer. (The edge of
the module opposite the slot rises away from the computer.)
Chapter 5 Removal and replacement procedures for Customer Self-Repair parts
4.
Remove the WWAN module (3) by pulling the module away from the slot at an angle.
NOTE: WWAN modules are designed with a notch to prevent incorrect insertion.
NOTE: If the WWAN antennas are not connected to the terminals on the WWAN module, the protective
sleeves must be installed on the antenna connectors, as shown in the following illustration.
Reverse this procedure to install the WWAN module.
Component replacement procedures
45
Keyboard
In this section, the first table provides the main spare part number for the keyboards. The second table
provides the country codes.
Description
Spare part number
Keyboard, no backlight
L17970-xx1
Keyboard, backlit
L17971-xx1
Keyboard, backlit, privacy
L38064-xx1
Pointing stick covers, quantity of 20
L15396-001
For use in country
or region
Spare part
number
For use in country
or region
Spare part
number
For use in country
or region
Spare part
number
Belgium
-A41
India
-D61
Slovenia
-BA1
Brazil
-201
Israel
-BB1
South Korea
-AD1
Bulgaria
-261
Italy
-061
Spain
-071
Canada
-DB1
Japan
-291
Sweden and Finland
-B71
Czech Republic
and Slovakia
-FL1
Latin America
-161
Switzerland
-BG1
Denmark
-081
The Netherlands
-B31
Taiwan
-AB1
Denmark, Finland, and
Norway
-DH1
Northern Africa
-FP1
Thailand
-281
France
-051
Norway
-091
Turkey
-141
Germany
-041
Portugal
-131
Turkey F
-541
Greece
-151
Romania
-271
United Kingdom
-031
Hungary
-211
Russia
-251
United States
-001
Iceland
-DD1
Saudi Arabia
-171
Before removing the keyboard, follow these steps:
1.
Shut down the computer. If you are unsure whether the computer is off or in Hibernation, turn the
computer on, and then shut it down through the operating system.
2.
Disconnect all external devices connected to the computer.
3.
Disconnect the power from the computer by first unplugging the power cord from the AC outlet, and
then unplugging the AC adapter from the computer.
4.
Remove the bottom cover (see Bottom cover on page 36).
5.
Disconnect the battery cable from the system board (see Battery on page 50).
Remove the keyboard:
1.
46
Remove the three Phillips M2.0×3.0 screws that secure the keyboard to the computer (1).
Chapter 5 Removal and replacement procedures for Customer Self-Repair parts
NOTE: The screws are labeled with a keyboard symbol.
2.
Insert a screwdriver or similar thin tool into the release hole near the fan, and then press on the back of
the keyboard until it disengages from the computer (2).
NOTE: Cables connect the bottom of the keyboard to the system board. Make sure not to prematurely
pull the keyboard cables out of the system board connectors.
3.
Position the computer upright with the front toward you, and then open the computer as far as possible.
4.
Lift to disengage the top of the keyboard (1), and then rotate the keyboard over onto the palm rest (2).
5.
With the keyboard resting on the palm rest (1), disconnect the keyboard backlight cable from the system
board ZIF connector (2) (select models only).
6.
Disconnect the pointing stick cable from the system board ZIF connector (3).
7.
Disconnect the main keyboard cable from the system board ZIF connector (4).
Component replacement procedures
47
8.
Remove the keyboard (5).
Reverse this procedure to install the keyboard.
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Chapter 5 Removal and replacement procedures for Customer Self-Repair parts
6
Removal and replacement procedures for
Authorized Service Provider parts
This chapter provides removal and replacement procedures for Authorized Service Provider only 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.
CAUTION: This computer does not have user-replaceable parts. Only HP authorized service providers should
perform the removal and replacement procedures described here. Accessing the internal part could damage
the computer or void the warranty.
Component replacement procedures
NOTE: Details about your computer, including model, serial number, product key, and length of warranty,
are on the service tag at the bottom of your computer. See Labels on page 21 for details.
NOTE: HP continually improves and changes product parts. For complete and current information on
supported parts for your computer, go to http://partsurfer.hp.com, select your country or region, and then
follow the on-screen instructions.
There are as many as 63 screws that must be removed, replaced, and/or loosened when servicing Authorized
Service Provider only parts. Make special note of each screw size and location during removal and
replacement.
Component replacement procedures
49
Battery
Description
Spare part number
Battery, 3 cell, 56 WHr, 4.85 Ah
933322-855
Before removing the battery, follow these steps:
1.
Shut down the computer. If you are unsure whether the computer is off or in Hibernation, turn the
computer on, and then shut it down through the operating system.
2.
Disconnect all external devices connected to the computer.
3.
Disconnect the power from the computer by first unplugging the power cord from the AC outlet, and
then unplugging the AC adapter from the computer.
4.
Remove the bottom cover (see Bottom cover on page 36).
To remove the battery:
CAUTION: 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 and shut down the computer through Windows before
removing the battery.
50
1.
Disconnect the battery cable from the system board (1).
2.
Remove the four Torx T8 2.0×4.0 screws (2).
Chapter 6 Removal and replacement procedures for Authorized Service Provider parts
3.
Rotate the top of the battery upward (1), and then lift the battery out of the computer (2).
IMPORTANT: When installing the battery, insert the tabs on the bottom of battery into the clips built
into the computer (3), and then rotate the battery into place
Reverse the removal procedures to install the battery.
Component replacement procedures
51
Heat sink assembly
NOTE:
The heat sink assembly spare part kit includes replacement thermal material.
Description
Spare part number
Heat sink for use in models with discrete graphics memory
L14363-001
Heat sink for use in models with UMA graphics memory
L14362-001
Before removing the heat sink assembly, follow these steps:
1.
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.
2.
Disconnect the power from the computer by unplugging the power cord from the computer.
3.
Disconnect all external devices from the computer.
4.
Remove the bottom cover (see Bottom cover on page 36).
5.
Disconnect the battery cable from the system board (see Battery on page 50).
Remove the heat sink assembly:
1.
Discrete graphics models: Loosen the six captive screws on the heat sink following the sequence
stamped on the heat sink (1), and then remove the heat sink from the system board (2).
CAUTION: Take extreme care when removing the heat sink. The heatpipe is very fragile and can be
easily damaged and bent during removal.
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Chapter 6 Removal and replacement procedures for Authorized Service Provider parts
2.
Thoroughly clean the thermal material from the surfaces of the system board components (1)(3) and
the heat sink (2)(4) each time the heat sink is removed. Replacement thermal material is included with
the heat sink and system board spare part kits.
3.
UMA graphics models: Loosen the four captive screws on the heat sink following the sequence stamped
on the heat sink (1), and then remove the heat sink from the system board (2).
CAUTION: Take extreme care when removing the heat sink and fan assembly. The heatpipe is very
fragile and can be easily damaged and bent during removal.
Component replacement procedures
53
4.
Thoroughly clean the thermal material from the surfaces of the system board component (1) and the
heat sink (2) each time the heat sink is removed. Replacement thermal material is included with the heat
sink and system board spare part kits.
Reverse this procedure to install the heat sink.
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Chapter 6 Removal and replacement procedures for Authorized Service Provider parts
RTC battery
Description
Spare part number
RTC battery
L17255-001
Before removing the RTC battery, follow these steps:
1.
Shut down the computer. If you are unsure whether the computer is off or in Hibernation, turn the
computer on, and then shut it down through the operating system.
2.
Disconnect all external devices connected to the computer.
3.
Disconnect the power from the computer by first unplugging the power cord from the AC outlet, and
then unplugging the AC adapter from the computer.
4.
Remove the bottom cover (see Bottom cover on page 36).
5.
Disconnect the battery cable from the system board (see Battery on page 50).
Remove the RTC battery:
1.
Disconnect the RTC battery cable from the system board (1).
2.
Using a flat tool, pry the battery from the holder (2), and then remove the battery from the computer
(3).
Reverse this procedure to install the RTC battery.
Component replacement procedures
55
USB board
Description
Spare part number
USB board (includes bracket)
L14380-001
USB support bracket (included in the Bracket Kit)
L13693-001
Before removing the USB board, follow these steps:
1.
Shut down the computer. If you are unsure whether the computer is off or in Hibernation, turn the
computer on, and then shut it down through the operating system.
2.
Disconnect all external devices connected to the computer.
3.
Disconnect the power from the computer by first unplugging the power cord from the AC outlet, and
then unplugging the AC adapter from the computer.
4.
Remove the bottom cover (see Bottom cover on page 36).
5.
Disconnect the battery cable from the system board (see Battery on page 50).
Remove the USB board:
1.
Disconnect the cable from the USB board (1).
2.
Remove the Phillips M2.0×3.0 screw (2) that secures the board to the computer.
3.
Remove the board from the computer (3).
Reverse this procedure to install the USB board.
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Chapter 6 Removal and replacement procedures for Authorized Service Provider parts
RJ-45 board with bracket
Description
Spare part number
RJ-45 board with bracket
L19421-001
Before removing the RJ-45 board and bracket, follow these steps:
1.
Shut down the computer. If you are unsure whether the computer is off or in Hibernation, turn the
computer on, and then shut it down through the operating system.
2.
Disconnect all external devices connected to the computer.
3.
Disconnect the power from the computer by first unplugging the power cord from the AC outlet, and
then unplugging the AC adapter from the computer.
4.
Remove the bottom cover (see Bottom cover on page 36).
5.
Disconnect the battery cable from the system board (see Battery on page 50).
Remove the RJ-45 board and bracket:
1.
Remove the five Phillips M2.5×5.0 screws (1) that secure the assembly to the computer.
2.
Rotate the assembly out of the computer (2).
Reverse this procedure to install the RJ-45 assembly.
Component replacement procedures
57
Power button board
Description
Spare part number
Power button board assembly
L14374-001
Before removing the power button board, follow these steps:
1.
Shut down the computer. If you are unsure whether the computer is off or in Hibernation, turn the
computer on, and then shut it down through the operating system.
2.
Disconnect all external devices connected to the computer.
3.
Disconnect the power from the computer by first unplugging the power cord from the AC outlet, and
then unplugging the AC adapter from the computer.
4.
Remove the bottom cover (see Bottom cover on page 36).
5.
Disconnect the battery cable from the system board (see Battery on page 50).
Remove the power button board:
NOTE: The power button board sits under the right display hinge. You do not have to remove the display to
remove the board, but you do have to rotate the right display hinge upward to gain access.
1.
Remove the two Phillips M2.5×5.0 screws (1) that secure the right display hinge, and then rotate the
hinge upward from atop the power button board (2).
2.
Disconnect the cable from the power button board (3).
3.
Remove the Phillips M2.0×3.0 screw (4) that secures the power button board to the computer.
4.
Remove the power button board from the computer (5).
Reverse this procedure to install the power button board.
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Chapter 6 Removal and replacement procedures for Authorized Service Provider parts
Speaker assembly
Description
Spare part number
Speaker assembly (includes cable)
L14368-001
Before removing the speaker assembly, follow these steps:
1.
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.
2.
Disconnect the power from the computer by unplugging the power cord from the computer.
3.
Disconnect all external devices from the computer.
4.
Remove the bottom cover (see Bottom cover on page 36).
5.
Disconnect the battery cable from the system board (see Battery on page 50).
Remove the speaker assembly:
1.
Disconnect the speaker cable from the system board (1), and then remove the cable from the clip (2).
2.
Remove the two Phillips M2.0×2.5 screws (3) that secure the speaker to the computer.
3.
Remove the speaker from the computer (4).
Reverse this procedure to install the speaker.
Component replacement procedures
59
Fingerprint reader assembly
Description
Spare part number
Fingerprint reader assembly (includes cable)
L15537-001
Fingerprint reader bracket (included in the Bracket Kit)
L13693-001
Before removing the fingerprint reader assembly, follow these steps:
1.
Shut down the computer. If you are unsure whether the computer is off or in Hibernation, turn the
computer on, and then shut it down through the operating system.
2.
Disconnect all external devices connected to the computer.
3.
Disconnect the power from the computer by first unplugging the power cord from the AC outlet, and
then unplugging the AC adapter from the computer.
4.
Remove the bottom cover (see Bottom cover on page 36).
5.
Remove the battery (see Battery on page 50).
Remove the fingerprint reader assembly:
1.
Remove the Phillips M2.0×3.0 screw (1) that secures the fingerprint reader bracket to the computer.
2.
Lift the bracket from atop the fingerprint reader assembly (2).
3.
Use a tool to pry the fingerprint reader board free from the computer (3), and then remove the assembly
from the computer (4).
Reverse this procedure to install the fingerprint reader assembly.
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Chapter 6 Removal and replacement procedures for Authorized Service Provider parts
TouchPad
Description
Spare part number
TouchPad for use in models without an NFC module
L17965-001
TouchPad for use in models with an NFC module
L19418-001
Before removing the TouchPad, follow these steps:
1.
Shut down the computer. If you are unsure whether the computer is off or in Hibernation, turn the
computer on, and then shut it down through the operating system.
2.
Disconnect all external devices connected to the computer.
3.
Disconnect the power from the computer by first unplugging the power cord from the AC outlet, and
then unplugging the AC adapter from the computer.
4.
Remove the bottom cover (see Bottom cover on page 36).
5.
Remove the battery (see Battery on page 50).
Remove the TouchPad:
1.
Disconnect the NFC module cable from the ZIF connector on the NFC module (1).
2.
Disconnect the pointing stick module cable from the ZIF connector on the TouchPad (2).
3.
Disconnect the card reader cable from the ZIF connector on the TouchPad (3).
4.
Remove the five Phillips M2.0x2.5 screws (1) that secure the TouchPad to the computer.
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61
5.
Remove the TouchPad from the computer (2).
Reverse this procedure to install the TouchPad.
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Chapter 6 Removal and replacement procedures for Authorized Service Provider parts
Pointing stick module
Description
Spare part number
Pointing stick module
L17968-001
Before removing the pointing stick module, follow these steps:
1.
Shut down the computer. If you are unsure whether the computer is off or in Hibernation, turn the
computer on, and then shut it down through the operating system.
2.
Disconnect all external devices connected to the computer.
3.
Disconnect the power from the computer by first unplugging the power cord from the AC outlet, and
then unplugging the AC adapter from the computer.
4.
Remove the bottom cover (see Bottom cover on page 36).
5.
Remove the battery (see Battery on page 50).
Remove the pointing stick module:
1.
Disconnect the pointing stick module cable from the ZIF connector on the TouchPad (1).
2.
Remove the four Phillips M2.0x3.0 screws (2) that secure the module to the computer, and then remove
the module from the computer (3).
Reverse this procedure to install the pointing stick module.
Component replacement procedures
63
NFC module
Description
Spare part number
NFC module (includes antenna and TouchPad foam)
L14385-001
Before removing the NFC module, follow these steps:
1.
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.
2.
Disconnect the power from the computer by unplugging the power cord from the computer.
3.
Disconnect all external devices from the computer.
4.
Remove the bottom cover (see Bottom cover on page 36).
5.
Remove the battery (see Battery on page 50).
Remove the NFC module:
1.
Disconnect the system board cable (1) and the NFC antenna (2) from the ZIF connectors on the NFC
module.
2.
Use a tool to release the NFC module from the adhesive securing it to the computer (3), and then remove
the module from the computer (4).
Reverse the removal procedures to install the NFC module.
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Chapter 6 Removal and replacement procedures for Authorized Service Provider parts
Smart card reader
Description
Spare part number
Smart card reader
L18312-001
Smart card reader cable (available in Cable Kit)
L14361-001 (Cable Kit)
Before removing the card reader, follow these steps:
1.
Shut down the computer. If you are unsure whether the computer is off or in Hibernation, turn the
computer on, and then shut it down through the operating system.
2.
Disconnect all external devices connected to the computer.
3.
Disconnect the power from the computer by first unplugging the power cord from the AC outlet, and
then unplugging the AC adapter from the computer.
4.
Remove the bottom cover (see Bottom cover on page 36).
5.
Remove the battery (see Battery on page 50).
Remove the smart card reader:
NOTE: Before you remove the smart card reader, make sure nothing (memory card or plastic insert) in
inserted in the reader.
1.
Disconnect the system board cable from the connector on the smart card reader board (1).
2.
Disconnect the TouchPad cable from the ZIF connector on the smart card reader board (2).
3.
Remove the three Phillips M2.0x2.5 screws (3) that secure the smart card reader to the computer.
4.
Remove the smart card reader from the computer (4).
Reverse this procedure to install the smart card reader.
Component replacement procedures
65
Fan
Description
Spare part number
Fan
L22307-001
Before removing the fan, follow these steps:
1.
Shut down the computer. If you are unsure whether the computer is off or in Hibernation, turn the
computer on, and then shut it down through the operating system.
2.
Disconnect all external devices connected to the computer.
3.
Disconnect the power from the computer by first unplugging the power cord from the AC outlet, and
then unplugging the AC adapter from the computer.
4.
Remove the bottom cover (see Bottom cover on page 36).
5.
Remove the battery (see Battery on page 50).
6.
Remove the keyboard (see Keyboard on page 46).
Remove the fan:
NOTE: To remove the fan you must remove screws from both the top (under the keyboard) and bottom of
the computer.
66
1.
Position the computer upright and open as far as possible.
2.
Remove the four Phillips M2.0×3.0 screws that secure the fan to the computer.
3.
Close the computer and position it upside down.
4.
Disconnect the fan cable from the system board (1).
5.
Remove the Phillips M2.0×3.0 screw (2) that secures the fan to the computer.
6.
Loosen the two captive Phillips screws (3) that secure the fan to the computer.
Chapter 6 Removal and replacement procedures for Authorized Service Provider parts
7.
Remove the fan from the computer (4).
Reverse this procedure to install the fan.
Component replacement procedures
67
System board
NOTE:
All system board spare part kits include replacement thermal material.
All system boards use the following part numbers:
xxxxxx-001: Non-Windows operating systems
xxxxxx-601: Windows operating system
Description
Spare part number
System board for use in models with discrete graphics memory (includes integrated processor)
Intel i7-8650U processor
L16126-xx1
Intel i7-8550U processor
L16124-xx1
Intel i5-8350U processor
L16121-xx1
Intel i5-8250U processor
L16119-xx1
Intel i7-7500U processor
L44047-xx1
Intel i5-7200U processor
L16117-xx1
System board for use in models with UMA graphics memory
Intel i7-8650U processor
L15522-001
Intel i7-8550U processor
L15520-001
Intel i5-8350U processor
L15518-001
Intel i5-8250U processor
L15516-001
Intel i5-7300U processor
L15523-001
Intel i5-7200U processor
L15514-001
Before removing the system board, follow these steps:
1.
Shut down the computer. If you are unsure whether the computer is off or in Hibernation, turn the
computer on, and then shut it down through the operating system.
2.
Disconnect all external devices connected to the computer.
3.
Disconnect the power from the computer by first unplugging the power cord from the AC outlet, and
then unplugging the AC adapter from the computer.
4.
Remove the bottom cover (see Bottom cover on page 36).
5.
Remove the battery (see Battery on page 50).
6.
Remove the keyboard (see Keyboard on page 46).
7.
Remove the RJ-45 board and bracket (see RJ-45 board with bracket on page 57).
8.
Remove the fan (see Fan on page 66).
When replacing the system board, be sure to remove the following components (as applicable) from the
defective system board and install on the replacement system board:
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Chapter 6 Removal and replacement procedures for Authorized Service Provider parts
●
Solid-state drive (see Solid-state drive (SSD) on page 38)
●
Memory modules (see Memory modules on page 40)
●
WLAN/Bluetooth module (see WLAN/Bluetooth combo card on page 42)
●
WWAN module (see WWAN module on page 44)
●
Heat sink (see Heat sink assembly on page 52)
Remove the system board:
1.
Position the computer upright and open as far as possible.
2.
Remove the three Phillips M2.5×3.0 screws that secure the system board to the computer.
3.
Close the computer and position it upside down.
Component replacement procedures
69
4.
Disconnect the following cables from the system board:
(1) Speaker cable
(2) Display cable
(3) Camera cable
(4) Power button board cable
(5) USB cable
(6) Smart card reader cable
(7) NFC module cable
(8) RTC battery cable
(9) Fingerprint reader cable
70
5.
Remove the six Phillips M2.5×3.0 screws that secure the system board to the computer.
6.
Lift the right side of the system board up at an angle (1).
Chapter 6 Removal and replacement procedures for Authorized Service Provider parts
7.
Pull the system board up and toward the right to disengage the connectors from the left side of the
computer, and then remove the system board (2).
Reverse this procedure to install the system board.
Component replacement procedures
71
Display assembly
NOTE: Display assemblies are spared at the subcomponent level only. Additional display assembly spare
part information is available at Display assembly subcomponents on page 26.
Before removing the display assembly, follow these steps:
1.
Shut down the computer. If you are unsure whether the computer is off or in Hibernation, turn the
computer on, and then shut it down through the operating system.
2.
Disconnect all external devices connected to the computer.
3.
Disconnect the power from the computer by first unplugging the power cord from the AC outlet, and
then unplugging the AC adapter from the computer.
4.
Remove the bottom cover (see Bottom cover on page 36).
5.
Disconnect the battery cable from the system board (see Battery on page 50).
Remove the display assembly:
72
1.
Disconnect the antenna cables from the WWAN module (1) and the WLAN module (2).
2.
Remove the antenna cables from the clips built into the computer (3).
3.
Disconnect the display cable (4) and the camera cable (5) from the system board.
4.
Remove the cables from the clips built into the computer (6).
5.
With the computer upside down, open the display, and then place the computer on a table with the
display positioned off the edge of the table.
6.
Remove the five Phillips M2.5×5.0 screws (1) from the display hinges.
Chapter 6 Removal and replacement procedures for Authorized Service Provider parts
7.
Lift the display assembly straight up and remove it (2).
CAUTION: When installing the display assembly, be sure that the wireless antenna cables are routed
and arranged properly.
Failure to properly route the antennas can result in degradation of the computer's wireless performance.
Component replacement procedures
73
8.
To replace the remove hinge cover, rotate top of hinge cover away from display enclosure to disengage
the tabs (1), and then pull the cover off the enclosure (2).
The display hinge cover (for non-privacy displays) is available in the Hinge Kit (for touch displays) using
spare part number L17962-001. The display hinge cover (for non-touch displays) is available using spare
part number L17963-001.
When installing the hinge cover, make sure all cables are routed correctly under the hinge cover and the
hooks on the end of the cover are aligned correctly with the snaps on the bottom of the display (1).
Press the left (2), and then right (3) middle sections of the hinge cover until it snaps into place.
9.
74
To remove the display bezel, flex the top (1) of the bezel, the inside edges of the left and right sides (2),
and then the bottom (3) of the bezel until it disengages from the display enclosure.
Chapter 6 Removal and replacement procedures for Authorized Service Provider parts
10. Remove the display bezel (4).
The display bezel is available using the following spare part numbers:
Models with a microphone module: L15526-001
Models with an HD camera: L15527-001
Models with an IR camera: L15528-001
Models with an IR camera and an ambient light sensor: L15529-001
11. Two different camera modules are available. Refer to the following procedure appropriate for your
computer if it is necessary to replace the camera module:
a.
HD camera or microphone module
Lift upward to disengage the module from the adhesive on the display enclosure (1), disconnect
the cable from the module (2), and then remove the module from the display (3).
Component replacement procedures
75
The HD camera module is available using spare part number L13677-001.
b.
IR camera
Remove the tape from atop the module (1), lift upward to disengage the module from the adhesive
on the display enclosure (2), disconnect the cables from the left and right sides of the module (3),
and then remove the camera module from the display (4).
The IR camera module is available using spare part number L15509-001.
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Chapter 6 Removal and replacement procedures for Authorized Service Provider parts
12. If it is necessary to remove the ambient light sensor board, disconnect the cable from the board (1), lift
upward to disengage the board from the adhesive on the display enclosure (2), and then remove the
board from the display (3).
The ambient light sensor board is available using spare part number L15511-001.
13. If it is necessary to remove the display panel from the enclosure, remove the four Phillips M2.0×2.0
screws that secure the panel to the display enclosure.
14. Rotate the display panel over onto the keyboard (1).
Component replacement procedures
77
15. On the back of the display panel, lift the tape from atop the connector (2), and then disconnect the
display cable from the rear of the panel (3).
The raw display panel is available using the following spare part numbers:
FHD panel, non-touch, 220 nits: L17972-001
FHD panel, non-touch, 400 nits: L17973-001
UHD panel: L17974-001
FHD panel, touch: L18660-001
78
Chapter 6 Removal and replacement procedures for Authorized Service Provider parts
16. If it is necessary to replace the display hinges, remove the three Phillips M2.5x11.0 screws that secure
each hinge (1), and then remove the hinges from the display enclosure (2).
Display hinges (for touch displays) are available in the Hinge Kit using spare part number L17962-001.
Display hinges (for non-touch displays) are available using spare part number L17963-001.
17. If it is necessary to replace the display cable, lift the cable from the routing path in the display enclosure.
The display cable is available in the Cable Kit, using spare part number L14361-001.
18. If it is necessary to replace the camera/ambient light sensor cable:
Component replacement procedures
79
a.
HD camera models
Disconnect the cable from the ambient light sensor board (1) and from the HD camera (2), and
then remove the cable from the display enclosure (3).
b.
IR camera models
Disconnect the cable from the ambient light sensor board (1), from the left (2) and right (3) sides
of the IR camera, and then remove the cable from the display enclosure (4).
The camera cable is available in the Cable Kit using spare part number L14361-001.
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Chapter 6 Removal and replacement procedures for Authorized Service Provider parts
19. If it is necessary to replace the WLAN antenna cables, peel the antennas from the top of the display
enclosure (1), remove the antenna cables from the routing path on the bottom of the display enclosure
(2), and then remove the antenna cables (3).
NOTE: The WLAN antennas are spared with the display enclosure.
20. If it is necessary to replace the WWAN antenna cables, peel the antennas from the top of the display
enclosure (1), remove the antenna cables from the bottom and sides of the display enclosure (2), and
then remove the antenna cables (3).
NOTE: The WWAN antennas are spared with the display enclosure.
The display enclosure is available using spare part number L17967-001 for models without a WWAN
module and L17966-001 for models with a WWAN module.
Reverse this procedure to reassemble and install the display assembly.
Component replacement procedures
81
Top cover
Description
Spare part number
Top cover (includes Mylar)
L17964-001
The top cover remains after removing all other spared parts from the computer.
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Chapter 6 Removal and replacement procedures for Authorized Service Provider parts
7
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
●
BIOS corruption
●
Memory failure
●
Graphics failure
●
System board failure
●
BIOS authentication failure
If an error is detected, specific patterns of long and short blinks, accompanied by long and short beeps (where
applicable) are used to identify the error. These patterns will make up a two part code:
●
Major – the category of the error
●
Minor – the specific error within the category
NOTE:
Single beep/blink codes are not used.
Number of long beeps/blinks
Error category
1
Not used
2
BIOS
3
Hardware
4
Thermal
5
System board
Patterns of blink/beep codes are determined by using the following parameters:
●
1 second pause occurs after the last major blink.
●
2 second pause occurs after the last minor blink.
●
Beep error code sequences occur for the first 5 iterations of the pattern and then stop.
●
Blink error code sequences continue until the computer is unplugged or the power button is pressed.
NOTE:
Not all diagnostic lights and audible codes are available on all models.
83
The red LED blinks to represent the major error category (long blinks). The white LED blinks to represent the
minor error category (short blinks). For example, ‘3.5’ indicates 3 long red blinks and 5 short white blinks to
communicate the processor is not detected.
Component
tested
BIOS
Hardware
System
board
84
Major/
minor
code
Error condition
Notebook
Caps
Lock/Num
Lock LED
Desktop
Action
2.2
The main area (DXE) of BIOS has
become corrupted and there is
no recovery binary image
available
CAP/NUM
Blink = 2
2.2 - Power
LED
(red.white)
Follow the Crisis Recovery instructions at
http://support.hp.com/us-en/document/
c02693833/.
2.3
The embedded controller policy
requires the user to enter a key
sequence (SureStart 2.0)
CAP/NUM
Blink = 8
2.3 - Power
LED
(red.white)
If analysis of the event that caused Sure
Start recovery is desired, replace the
board and send the bad board back.
Otherwise, press this key combination to
restore BIOS and boot: Up Arrow+ Down
Arrow+ Esc.
2.4
The embedded controller is
recovering the boot block or
DXE. Since it takes 10 sec. or so
to load the DXE image and get
video in the DXE case, this blink
code is necessary. (SureStart)
Battery LED
White and
Amber
blinking
2.4 - Power
LED
(red.white)
Wait for DXE recovery to complete.
3.2
The embedded controller has
timed out waiting for BIOS to
return from memory
initialization
CAP/NUM
Blink = 3
3.2 - Power
LED
(red.white)
System board replacement.
3.3
The embedded controller has
timed out waiting for BIOS to
return from graphics
initialization ( 4/13- Graphics
adaptor not found)
CAP/NUM
Blink = 4
3.3 - Power
LED
(red.white)
If the system has an MXM module, try a
different MXM module. Otherwise, the
board most likely needs to be replaced.
3.4
The system board displays a
power failure (crowbar) *
CAP/NUM
Blink = 5
3.4 - Power
LED
(red.white)
System board replacement.
5.2
The embedded controller cannot
find valid firmware
CAP/NUM
Blink = 7 (2
BB failure)
Battery LED
Blinking = 1
Hz (3 B
failure)
5.2 - Power
LED
(red.white)
System board replacement.
5.3
The embedded controller has
timed out waiting for the BIOS
CAP/NUM
Blink = 1
Not
implemented
System board replacement.
Chapter 7 Interpreting system validation diagnostic front panel LEDs and audible codes
8
Troubleshooting guide
This chapter is primarily focused on troubleshooting HP Mobile Workstations and HP Notebooks. The
information is provided so that you can solve problems yourself or at least narrow down what may be causing
the problem. 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.
WARNING!
To reduce the risk of electric shock or damage to the equipment:
●
Do not disable the power cord grounding plug. The grounding plug is an important safety feature.
●
Plug the power cord into a grounded (earthed) outlet that is easily accessible at all times.
●
Disconnect power from the equipment by unplugging the power cord from the AC outlet.
●
Before disassembling notebooks, always disconnect power and remove the battery.
CAUTION: Static electricity can damage the electronic components of the computer. To prevent damage to
the computer, carefully observe the electrostatic discharge precautions.
●
Discharge static electricity by briefly touching a grounded metal object before you begin.
●
Work on a static-free mat.
●
Wear a static strap to ensure that any accumulated electrostatic charge is discharged from your body to
the ground.
●
Create a common ground for the equipment you are working on by connecting the static-free mat, static
strap, and peripheral units to that piece of equipment.
●
Refer to the Electrostatic Discharge Section of the Maintenance & Service Guide for more information.
CAUTION: The computer includes customer self-repair parts and parts that should only be accessed by an
authorized service provider. See the chapter titled "Removal and replacement procedures for Customer SelfRepair parts," for details. Accessing parts described in the chapter titled "Removal and replacement
procedures for authorized service provider only parts" can damage the computer or void the computer
warranty.
85
Resources
HP Resource Tool
Description
Link
HP Elite Support
Provides live HP Premium support (available 24/7) to
Elite computers.
http://www8.hp.com/us/en/ads/eliteproducts/overview.html
HP Support Center
Provides important support, such as warranty, support
cases, drivers, Customer Advisories, Customer and
Security Bulletins, and Product Change Notices.
http://h20565.www2.hp.com/portal/
site/hpsc
HP Troubleshooting Support
page
Provides troubleshooting information for your specific
HP computer.
http://www8.hp.com/us/en/
troubleshooting.html
Subscribers Choice
Allows you to sign up for HP product updates.
http://www8.hp.com/us/en/subscribe/
HP Support Forums
Provide discussions about HP products and issues.
http://h30434.www3.hp.com/psg/
Service Access Workbench (SAW)
(Available for technicians and
Business Partners only)
Provides navigable content intended for use by
internal and outsourced call center staff and can be a
resource for support and product division
professionals.
http://sawpro.atlanta.hp.com/km/saw/
home.do
Vendors’ web sites
Provide additional information for associated
components such as Intel (processor, WLAN), Microsoft
(Windows 7/8/10), AMD/NVidia (GPU), and so on.
http://www.intel.com/
content/www/us/en/homepage.html
http://www.microsoft.com
http://www.amd.com
http://www.nvidia.com
General troubleshooting steps
A basic logic should be used when troubleshooting computer issues. This section will help you become
familiar with troubleshooting methodology and efficiently resolve problems. 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.
NOTE:
apply.
General troubleshooting steps do not have to be followed in a specific order if an issue does not
Table 8-1 Troubleshooting methodology and general troubleshooting steps
Identify issue
Analyze issue
Resolve issue
Verify solution
1. Understand the issue
on page 87
5. Remove or uninstall recently
added hardware, software
on page 90
8. Hard reset on page 98
Verify solution
on page 102
2. Examine the environment
on page 89
3. Perform a visual inspection
of hardware on page 90
4. Update BIOS and drivers
on page 90
6. HP Hardware Diagnostics and
Tools on page 91
7. Status lights, blinking light
codes, troubleshooting lights,
and POST error messages
on page 95
9. Soft reset (Default Settings)
on page 99
10. Reseat cables and connections
on page 99
11. Test with minimum configuration
on page 100
12. Test with verified working
configuration (hardware and/or operating
system) on page 101
13. Replace the system board on page 101
86
Chapter 8 Troubleshooting guide
Identify the issue
1. Understand the issue
It is important to understand the issue that occurred, including related symptoms. It helps to understand the
basic computer boot-up sequence as well as the failure itself. The boot-up sequence and associated failures
are described below.
Boot up sequence
The computer performs several steps after you press the power button or restart the computer.
It is important to understand where in the boot-up sequence the symptoms occur. The following table lists
the phases of the boot-up sequence and explains the symptoms that may occur in each phase. For example, a
blue screen error (BSOD) often occurs during the performance phase.
Table 8-2 Boot-up sequence
Item
Procedure
Power-on
After power button is pressed, the computer boots after all internal power rails (i.e., 5V, 3.3V) are stable.
Confirm that power lights are on fan is spinning.
Next step: If the computer experiences a power-on issue, see “Verify Power Good (Troubleshooting) lights” in
No Power on page 104.
Common issues: all lights are off; troubleshooting lights are on; does not boot; video is absent.
POST (UEFI/BIOS)
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.
Performance
(operating system)
System boots to operating system, and Windows logo screen appears..
Common issues: hangs (lock up/freezes), blue screen, video distorted, driver conflict, slow performance,
display issue (dead pixel), I/O issue (no speaker sound), wireless/audio unavailable, noise.
See Analyze the issue on page 90 table below for detailed troubleshooting information).
Failure classification
Failure classification is a breakdown of different types of failures and symptoms that could occur during the
boot-up sequence. Table 3 and table 4 represent the failure classification for common notebook failures.
Table 3 categorizes failures by the boot-up sequence.
1.
Power-on: Common issues are No Power, Recycle/Reboot, etc.
2.
POST: Common issues are No Boot (have power), Light Flash or Diagnostics Error.
3.
Performance: Common issues are Intermittent Loss of Power, Blue Screen, Hang, etc. In many cases,
issues may be identified and associated with a particular hardware (i.e., display, storage).
Table 4 categorizes failures by hardware.
4.
Display
5.
I/O devices (Input/Output)
General troubleshooting steps
87
6.
Storage
7.
Mechanical
A single symptom can be listed under different groups. For example, No Video can belong to (1) Power-on or
(4) Display; but Flickering when powered should be listed in (4) Display. Or, in another example, a blue screen
can be caused by a driver conflict in Performance (4), but it can also be caused by a defective hard drive under
(6) Storage. Therefore, failures that share similar symptoms are noted..
If possible, make a record of the failure symptom, the phase of the boot-up sequence where the failure
occurs, and the most likely location in the failure tree (Table 8-3 Failure classification by boot-up sequence
on page 88 and Table 8-4 Failure classification by hardware devices and mechanical on page 89). This will
help isolate the issue and indicate the next steps. For example, when the computer is running the operating
system, it may experience an issue with (4) Display, (5) I/O devices (keyboard, wireless, and so on), (6)
Storage, or (7) Mechanical components (stuck buttons, thermal shutdown, and so on).
NOTE: “Uncategorized” is used if an issue found is not listed. For example, Bluetooth is offered on certain
hardware configurations; therefore, a Bluetooth issue can be classified under “I/O Device” if needed.
Failure classification by boot-up sequence
Table 8-3 Failure classification by boot-up sequence
1. Power-on
2. POST
3. Performance
1.
No Power on page 104
1.
1.
Intermittent shutdown on page 115a
2.
Intermittent power-on, shutdown,
reboot on page 106a
No video (with power)
on page 111
2.
2.
Blinking lights on page 112
Blue screen (BSOD) error on page 140b
AC adapter issue on page 108
3.
Freeze at Windows Logo (hang/lockup)
on page 118
4.
Battery not recognized, not charging
on page 108
Diagnostics error messages
on page 113
3.
3.
4.
BIOS password on page 114
4.
Electromagnetic Interference (EMI)
on page 119
5.
No wake up on page 120
6.
Unresponsive on page 121
7.
Slow performance on page 121c
8.
HP Smart Adapter warning message
on page 122
9.
Incorrect time and date on page 122
5.
Battery discharges too fast
on page 110
6.
Burnt smell on page 111
a,b,c
88
similar symptoms
Chapter 8 Troubleshooting guide
Failure classification by hardware devices and mechanical
Table 8-4 Failure classification by hardware devices and mechanical
4. Display
5. I/O devices
6. Storage
7. Mechanical
1.
Display anomalies
on page 123
1.
Keyboard on page 129
1.
1.
2.
Dead pixel on page 125
Keyboard point stick
on page 130
Fan error message - 90B
on page 142
2.
Hard drive/solid-state
drive not recognized
on page 139
2.
2.
No boot to operating
system (no read/write
error) on page 139
Noise (sound)
on page 143
3.
Fan runs constantly
on page 144
3.
Read-write error
on page 140
4.
HP Thermal Monitor
on page 94
4.
Slow performance
on page 121c
5.
Stuck power button
on page 145
5.
Blue screen (BSOD) error
on page 140b
6.
Noisy hard drive
on page 141
3.
4.
No video (internal)
on page 125d
3.
No video (external)
on page 126d
4.
TouchPad on page 131
5.
Network Connectivity
Ethernet (RJ-45 jack)
on page 131
5.
DisplayPort/VGA
on page 126
6.
HDMI on page 126
7.
No or bad external video
via docking on page 127
8.
Incorrect or missing color/
distorted image
on page 127
9.
Touch screen
on page 128
Keyboard backlight
on page 130
6.
Network connectivity
wireless (WLAN)
on page 132
7.
WWAN on page 133
8.
USB on page 134
9.
Smart card reader
on page 135
10. Speaker, headphone audio issues on page 136
11. Thunderbolt (TB)
on page 137
b,c,d
similar symptoms
2. Examine the environment
It is important to examine the computer’s environment. If you can quickly identify the cause of the issue,
fewer resolution steps may be needed. Perform the following environment inspections:
●
Check all cables and connections to be sure that there are no loose connections.
●
Confirm that power sources are good, such as wall power type/adapter (110V/220V ac), power strip. Test
with a verified working AC outlet.
●
Check for compatibility issues between the computer and third-party devices, peripherals, noncertified
devices, incompatible hardware (i.e., Mac OS device). Incompatibility can result in blue screen errors,
improper operation, and so on.
●
Isolate the computer from sources of electromagnetic interference (EMI), such as cell phones, 2-way
radios, floor mats, fans (and other electronic motors). EMI may contribute to a display freeze issue or
lock-up.
General troubleshooting steps
89
3. Perform a visual inspection of hardware
It is important to do a visual inspection of the hardware itself. Perform physical inspection of the computer:
●
Look for abnormalities such as a cracked display, dented battery, broken latches for battery bay,
keyboard key caps popped out, dust over connectors, liquid spill over keyboard, etc.
●
Look for signs of drop, movement, or vibration that may cause internal and external loose connections.
4. Update BIOS and drivers
IMPORTANT:
Whenever possible, update to the latest BIOS, firmware, and drivers before troubleshooting.
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.
Manually updating BIOS and drivers
●
See the Computer Setup chapters to manually update BIOS and drivers.
●
Refer to specific BIOS update installation instructions that accompany the download.
Remotely deploying BIOS and drivers
Instead of manually searching for and downloading each SoftPaq, users and IT personnel can use two tools to
identify and download all appropriate SoftPaqs for the selected HP models.
●
HP SoftPaq Download Manager (SDM) is a software tool designed to streamline the download,
extraction, and installation process of SoftPaqs, including BIOS and drivers.
●
HP System Software Manager (SSM) is a software tool designed to simplify the deployment of SoftPaqs
to HP computers.
Analyze the issue
5. Remove or uninstall recently added hardware, software
HP has designed this computer and validated it using a full-range hardware and software qualification matrix.
If an issue appears to have started recently, it may be related to the recent addition of hardware or software.
A good method to determine the root cause is to remove recently added components or uninstall applications
one at a time and restart the computer when necessary.
IMPORTANT: After you have completed the process of uninstalling hardware or software and are ready to
reinstall, when installing a new device be sure that it is seated properly and all cables are correctly connected.
After installing the device, restart the computer and make sure the new device is powered on. In addition, if
the new device is a root cause of a problem, it could cause a conflict in drivers or incompatibility issues with
other programs installed. For any new hardware you have added, be sure to install the latest drivers available
from the device vendor website.
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6. HP Hardware Diagnostics and Tools
HP offers different diagnostics and tools to diagnose hardware failure. This section describes how to use
some of these 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. These drives contain more advanced versions of the diagnostic tool than the BIOS-based version.
In addition, for HP authorized service partners and IT professionals who need to support a mixed environment
of older and newer HP/Compaq PCs, the http://www8.hp.com/us/en/campaigns/hpsupportassistant/pcdiags.html?jumpid=va_r602_us/en/any/pps/pl_ot_ob_ds_pd/HP_PC_Hardware_Diagnostics_cc/dt is a
diagnostic tool that supports a wide range of HP Desktop and Notebook computers.
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. In reality, many problems can be determined
using this tool if the issue is a defective part or a loose connection (i.e., reseating keyboard cable after the
tool reports a keyboard error).
The tool has three major functions:
●
System Tests - Check the computer’s hardware to assure everything is functioning properly. If your
system won’t boot into Windows, try the Quick System Test. For more comprehensive testing, use the
Extensive System Test option. If the System Test did not detect a hardware problem, continue with the
Component Tests.
●
Component Tests – Focus on selected hardware components in your computer.
●
Firmware Management – Update your computer’s BIOS to the latest version (available separately) or roll
back to a previous version.
To start HP PC Hardware Diagnostics (UEFI):
1.
Turn on or restart the computer, quickly press the esc button on the computer, and then press F2. The
BIOS searches three places for the diagnostic tools, in the following order:
a.
Connected USB drive
b.
Hard drive
c.
BIOS
General troubleshooting steps
91
2.
When the diagnostic tool opens, use the keyboard arrow keys to select the type of diagnostic test you
want to run, and then follow the on-screen instructions.
Screen shot appearance may vary.
NOTE:
Users should utilize this tool, especially when the computer cannot boot to Windows.
NOTE: 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).”
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HP Support Assistant (HPSA)
HP Support Assistant (HPSA) helps you maintain peak performance and resolve problems through automatic
updates, built-in diagnostics, and a variety of assistance options. 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/
hpsupportassistant.
NOTE: HPSA can be used only if the computer boots into Windows. If the computer does not boot into
Windows, use HP PC Hardware Diagnostics (UEFI) instead.
HPSA also integrates diagnostics and tools that help resolve issues. See example screen shots as follows.
General troubleshooting steps
93
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.
In some cases, it may help to compare this BIOS text file to the default settings of the computer.
For more information, see the http://ftp.hp.com/pub/caps-softpaq/cmit/whitepapers/
BIOS_Configuration_Utility_User_Guide.pdf.
NOTE: HP recommends that you reset BIOS before trying BCU. Resetting the BIOS is always available and
relatively quick to try, whereas BCU takes extra time and effort.
HP Image Diagnostic Tool
Available to HP Authorized Support Partners (ASPs) and users from the ftp://ftp.hp.com/pub/idr/
ImageDiags/, this tool collects information about the current state of the computer, including product serial
number, platform and BIOS information, and information about user-installed software and hardware
components. HP encourages you to review the report before sending it to support. The report may assist you
with diagnostics and solutions to problems you encounter.
HP Thermal Monitor
NOTE:
Available only to authorized service providers/technicians.
Available only for HP internal use, HP Thermal Monitor can be used to stress the processor and GPU and
monitor the temperature values of various components in the system. The components that are currently
monitored include the processor, GPU, ACPI thermal zones, hard drive, and battery. The tool reads the
temperatures of the components, logs the data, and helps to determine whether the computer would
overheat in the event of thermal shutdown, fan spinning loud, etc.
Non HP diagnostics tools
Windows-to-Go USB
Windows-To-Go USB is a Microsoft-based tool for Enterprise editions of Windows that can help in
troubleshooting. You can find a process online about how to create a live Windows USB drive. For more
information, see https://technet.microsoft.com/en-us/library/hh831833.aspx.
Intel Processor Diagnostic Tool
Determine what processor is in your computer and verify the processor operating frequency. The tool also
tests specific processor features and performs a stress test on the processor. For more information, see
http://www.intel.com/support/processors/sb/CS-031726.htm?iid=subhdr+tools_procdiagtool.
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7. Status lights, blinking light codes, troubleshooting lights, and POST error messages
Carefully observe any behavior the computer may be exhibiting: status lights, blinking lights, and POST error
messages during boot. It is important to understand what these indicators mean.
Status lights
See the chapter titled “External Component Identification” for light locations. The following table describes
basic lights on the computer.
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 (Windows) or Suspend
(Linux).
When the computer is in the Sleep state, press the button briefly to exit Sleep (Windows) or
Suspend (Linux).
When the computer is in Hibernation, press the button briefly to exit Hibernation.
CAUTION: Pressing and holding down the power button results in the loss of unsaved
information.
If the computer has stopped responding and operating system shutdown procedures are
ineffective, press and hold the power button.
Front power light
On: The computer is on.
Blinking: The computer is in the Sleep state.
Off: The computer is off.
Front AC adapter and battery light
White: The computer is connected to external power and the battery is charged from 90 to
99 percent.
Amber: The computer is connected to external power and the battery is charged from 0 to 90
percent.
Blinking amber: A battery that is the only available power source has reached a low battery
level. When the battery reaches a critical battery level, the battery light begins blinking
rapidly. By default, the critical battery level is defined in Power Options as 5%.
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.
Off: The computer is not connected to external power.
General troubleshooting steps
95
Blinking light codes
During startup, the computer may not boot properly. If this occurs, blinking light codes that will help identify
what is causing the issue. The computer uses the blinking lights below to identify a hardware component that
reports an error during startup. For more information, see Blinking lights and boot error codes on page 147.
Table 8-5 Boot-error codes
Blink codes
Error
Amber battery light: blinks 1 Hz continuously
Embedded controller unable to load firmware
Caps/num lock lights = 1 blink
Processor not executing code
Caps/num lock lights = 2 blinks
BIOS recovery code unable to find valid BIOS recovery image
Caps/num lock lights = 3 blinks
Memory module error
Caps/num lock lights = 4 blinks
Graphics controller error
Caps/num lock lights = 5 blinks
System board error
Caps/num lock lights = 6 blinks
Intel Trusted Execution Technology (TXT) Error
Caps/num lock lights = 7 blinks
Sure Start unable to find valid BIOS Boot Block image
Caps/num lock lights = 8 blinks
Sure Start has identified a problem (Manual Recovery Policy Set)
POST error messages
The Power-On Self-Test (POST) is a series of diagnostic tests that runs automatically when the computer is
powered on. If the POST encounters a problem, visual error messages are displayed before the operating
system starts. POST checks the following items to ensure that the computer system is functioning properly:
●
Memory
●
Processors
●
BIOS
●
Mass storage devices
●
Fans
The following table describes errors encountered during HP PC Hardware Diagnostics (UEFI).
Table 8-6 System diagnostics failure codes and user actions
Test description
Failure description
Error
code
Suggested user actions
Startup Test
Memory module
200
Attempt to reseat the memory module and then repeat the test.
See the support document titled http://h20566.www2.hp.com/
portal/site/hpsc/template.PAGE/action.process/public/kb/
docDisplay/?
javax.portlet.action=true&spf_p.tpst=kbDocDisplay&javax.portle
t.begCacheTok=com.vignette.cachetoken&spf_p.prp_kbDocDispl
ay=wsrp-interactionState%3DdocId%253Demr_nac01443371%257CdocLocale%253Den_US%257CcalledBy
%253D&javax.portlet.endCacheTok=com.vignette.cachetokenfor
details on troubleshooting issues related to the memory module.
Startup Test
96
Hard Disk 1 SMART
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301
Attempt to reseat the hard drive and repeat the test. The hard
drive may have failed.
Table 8-6 System diagnostics failure codes and user actions (continued)
Test description
Failure description
Error
code
Suggested user actions
Boot Device Manager
Boot device not found
3F0
Reset BIOS. Then reseat the hard drive and repeat the test.
BIOS Recovery
BIOS Recovery Occurred
500
This message indicates that BIOS recovery was completed
successfully. No further action is required.
BIOS Application
BIOS Application Error
501
The BIOS installation may have become corrupted. Download the
latest version of the BIOS and install it.
If reinstalling the BIOS fails, contact support for further
assistance.
CMOS Recovery
CMOS Recovery Occurred
502
This message indicates that CMOS recovery was completed
successfully. No further action is required.
Battery Check
Primary Battery Replace
601
This message indicates that the primary battery has very low
capacity. See http://h20566.www2.hp.com/portal/site/hpsc/
template.PAGE/action.process/public/kb/docDisplay/?
javax.portlet.action=true&spf_p.tpst=kbDocDisplay&javax.portle
t.begCacheTok=com.vignette.cachetoken&spf_p.prp_kbDocDispl
ay=wsrp-interactionState%3DdocId%253Demr_nac00821536%257CdocLocale%253Den_US%257CcalledBy
%253D&javax.portlet.endCacheTok=com.vignette.cachetoken
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
701
Reseat the wireless LAN adapter module and antennas.
Because seating or reseating a wireless LAN adapter is unique to
each computer model, see the WLAN module removal section in
the removal and replacement chapter for further details.
Contact support if third-party wireless adapters are installed in
the computer.
Fan
Fan not operating correctly
90B
The system fan may be malfunctioning. Replace the fan.
Power Good (Troubleshooting) lights
HP has added troubleshooting power lights to ZBook G3 Mobile Workstations (Studio, ZBook 15, and ZBook
17) to help troubleshoot power-on issues. The lights indicate when the system board power rails are unstable
and/or the system needs a hardware reset.
Example
These lights should be visible after removing the service door or bottom
cover. Consult with support for platform-specific locations of the lights.
Description
Troubleshooting LEDs diagram
General troubleshooting steps
97
●
●
Example: System board is good. Lights that turn on briefly (< 1 second) and immediately turn off indicate
normal function. In this case, system (3.3V), power good (3.3V), and system reset (3.3V) are all good and
troubleshooting lights should not be lit. However, other external lights should be lit as normal
afterward.
Troubleshooting lights
External lights
Action
Note
Off
On
Do not replace system board
No power-on issue
On
Off
Replace board
Power-on issue
Example: System board needs replacement. When (1) system 3.3V exists, but one power rail is bad then
(2) power good is low (0V), and troubleshooting lights will turn on.
After you press the system power button, troubleshooting lights will turn on for 5 seconds and turn
off. The system external lights will not light up. Follow general troubleshooting steps (i.e., remove
recently added hardware, test with minimum configuration, etc.) prior to replacing the system board.
Resolve the issue
8. Hard reset
A http://support.hp.com/us-en/document/c01684768 (or forced reset) erases all information in the
computer's memory and may restore functionality. Resetting the computer forces the system to clear and
reestablish the connections between the BIOS and the hardware.
Performing a hard reset might fix the following common conditions:
●
Windows stops responding.
●
Computer stops before Windows loads, indicated by incomplete boot-up, blinking cursor on a black
background, and errors relating to operating system not found or a missing drive.
●
Display suddenly goes blank and stays blank.
●
Software freezes.
●
Keyboard stops responding.
●
The computer does not exit Sleep or Suspend state.
●
An external device stops responding. Turn off the power to that device in addition to performing the
steps in this document.
Before performing a hard reset, you must disconnect or remove all peripheral devices. You should 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.
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Before beginning, turn the computer over and look for a battery compartment door (service door). For 2015
platforms, the battery is considered removable but not accessible. See the battery section for how to remove/
unplug the battery.
To perform a hard reset on a computer with a sealed or non removable battery, use the following steps:
1.
Turn off the computer.
2.
Remove the computer from any port replicator or docking station.
3.
Disconnect all external connected peripheral devices such as USB storage devices, external displays, and
printers.
4.
Unplug the AC adapter from the computer.
5.
Disconnect the battery.
6.
Press and hold the power button for at least 15 seconds to drain residual power.
7.
Reconnect the battery and plug the AC adapter back into the computer, but do not connect any of the
peripheral devices.
8.
Press the power button to turn on the computer.
9.
If a startup menu appears, use the arrow keys to select Start Windows Normally, and then press the
Enter key.
10. After reconnecting each of the peripheral devices, run Windows Update and HP Support Assistant to
update all device drivers.
Clear CMOS
CMOS refers to the battery-powered, semiconductor chip located on computer's system board. Notebooks
store low-level settings like the system time and hardware settings in CMOS. Sometimes it is necessary to
clear CMOS, which requires removing and reinserting the 3V RTC battery for a short period of time (a few
minutes before reinserting), in addition to removing the AC adapter and battery.
NOTE: Clearing the CMOS should only be performed for troubleshooting purposes. There is no reason to
clear CMOS if the computer is working properly.
The notebook service door must be removed to access the CMOS battery. See the RTC battery replacement
section for the battery removal/replacement.
9. Soft reset (Default Settings)
NOTE: Some company policies prohibit updates or changes. Check whether the computer has custom BIOS
settings before taking action.
If your computer is having issues booting, has errors during boot, is running into issues after adding
hardware, or you are having other abnormal system behaviors that cannot be resolved through any other
methods (i.e., hard reset), it may be necessary to reset the system BIOS to 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
NOTE: Before disassembling the computer to reseat cables and connections, always disconnect power and
remove the battery or disconnect a non removable battery.
General troubleshooting steps
99
Many problems are caused by improper connections or loose connections due to abnormal movement and
vibration. See Cable management on page 159 and Connector types on page 160 for suggested cable
management practices when removing and installing components.
You can access and reseat connections for Customer Self-Repair (CSR) parts (see the “Removal and
replacement procedures for Customer Self-Repair parts” chapter for details). Examples of reseating hardware
include:
●
Reseating the battery into the battery bay can resolve no-battery found and no-charging issues.
●
Reseating memory modules can resolve memory error, no-boot, and blue screen issues.
●
Reseating the hard drive can resolve a POST error 3F0 (no boot device) issue (see POST Error Messages
and User Actions on page 149).
●
Reseating the keyboard cable can resolve an unrecognized keys error.
●
Reseating the wireless module and antenna cable can resolve a wireless connection issue.
For field replaceable units (FRUs), authorized service providers can try the following steps (for more
information, see the ”Removal and replacement procedures for authorized service provider parts” chapter).
●
Reseating the fan cable can fix POST error 90B (no fan detected) issue (see POST Error Messages and
User Actions on page 149).
●
Reseating the power cable can fix a no boot issue.
●
Reseating the daughterboards (some models may have a power button board, VGA board, etc.) can
resolve their functional issues.
●
Reseating graphics cables and panel connectors can fix distorted/flickering video.
●
Replacing thermal pads may resolve thermal power-down issue.
11. Test with minimum configuration
The factory-shipped computer (hardware configuration and preinstalled operating system image) is well
tested and ready for use. Therefore, using the original factory hardware configuration and/or booting to
operating system safe mode often resolves issues quickly.
●
Disconnect any external USB storage, remove any discs in optical drives, remove the computer from a
docking station, remove external video, etc.
●
In addition to removing recently added components, the issue can be narrowed down further with a
minimum configuration. For example, if HP PC Diagnostics reports a memory error, test one memory
module at a time to isolate the defective module.
●
If the computer does not successfully boot the operating system, booting to safe mode may help
identify what may be causing the issue as described below.
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.
This essential configuration is often used to troubleshoot power-on related issues, such as no-boot, reboot,
and freezing issues.
100 Chapter 8 Troubleshooting guide
The essential hardware consists of the following:
●
System board
●
AC adapter (unplug nonremovable battery or remove battery)
●
Processor (and heat sink/fan). (Processor may be integrated into the system board.)
●
Memory (one verified working memory DIMM)
●
Graphics card (if no VGA port is available on the system board). Platform may have both Intel integrated
graphics and discrete graphics. Therefore, discrete graphics card may not be needed.
●
External VGA monitor
●
External USB keyboard
●
External mouse
NOTE: After the service door is removed, disconnect all connections (internal keyboard, display, discrete
GPU, hard drive/solid-state drive, daughterboards, etc.) to achieve the essential hardware configuration
above. DO NOT disassemble the system board from its enclosure at this time.
Reverse the procedure above by reinstalling each piece of hardware removed, one piece at a time, and testing
your computer after each installation. Since your computer works with only the essential hardware installed,
those parts must be working properly. This means that one of the hardware components removed is causing
the computer to not work properly. By installing each device back into the computer and testing each time,
the failing hardware will eventually be identified.
Safe mode
A driver conflict often results in a blue screen error message. Therefore, booting in safe mode can resolve
many issues in Windows because safe mode forces the computer to load a limited version of Windows which
only contains essential files. Safe mode is useful for troubleshooting problems with programs and drivers
that might not start correctly or that might prevent Windows from starting correctly.
If a problem does not reappear when you start in safe mode, eliminate the default settings and basic device
drivers as possible causes. Refer to the links below for how to start your computer in safe mode:
●
http://support.hp.com/us-en/document/c01835750
●
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.
A good example is to use an external keyboard, mouse, or VGA monitor when you have issues with an internal
keyboard, TouchPad, or display. 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. See Non HP diagnostics tools on page 94 for instructions about obtaining and using
a Windows-To-Go USB.
NOTE:
In some situations, more than one item may contribute to a problem.
13. Replace the system board
The system board may be replaced only by authorized service providers. This should not be considered an
initial step taken to resolve an issue. Review and perform all steps discussed previously before replacing the
system board. 4. Update BIOS and drivers on page 90, 7. Status lights, blinking light codes, troubleshooting
lights, and POST error messages on page 95, 8. Hard reset on page 98, and 9. Soft reset (Default Settings)
General troubleshooting steps 101
on page 99, and/or 10. Reseat cables and connections on page 99 can resolve many system board issues
without requiring the effort of replacing unnecessary hardware.
Review Table 8-1 Troubleshooting methodology and general troubleshooting steps on page 86 for
appropriate troubleshooting steps.
IMPORTANT: System board failure is not common. Do not replace the system board until you have tried all
other troubleshooting options.
NOTE: Determine whether a previous service case might be related to the current problem. For example, a
fan detection issue may be caused by a loose connection resulting from previous service.
TIP: Without an RTC battery (3V coin-cell battery), the computer automatically reboots. This is a useful
feature when the power connector cable (between external AC adapter and system board) is defective.
NOTE:
Most of the time, effective troubleshooting can prevent a system board replacement.
Items that may prevent resolution of the issue:
●
The information provided about the issue omits key details, including any actions taken before the issue
occurred.
●
BIOS, software, and drivers have not been updated.
●
Cables or connections are loose.
●
Technician is unaware of information available from the HP Support website (i.e., CA - Customer
Advisory).
●
The issue is related to existing or known issues that may be identified in existing support articles.
●
Technician may have omitted steps in the provided repair instructions (e.g., Spare Part Replacement
Instructions).
●
Skipping one of steps from Troubleshooting Methodology table results in No Defect Found (NDF)/No
Fault Found (NFF)/No Issue Detected (NID) messages.
Verify solution
●
Verify that the implemented solution works. Reboot the system or device and try to complete the task
that produced the issue.
●
If a part has been replaced, verify other basic functions. For example, GPU replacement requires
keyboard removal. Therefore, it is good practice to verify all basic components to be sure that the
solution is complete.
●
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.
Advise the customer to check the website first when they have an issue. It may save them time calling in.
●
Document the correct issue. Update the case with as many details as possible for other agents and
engineering to analyze and study for lessons learned.
Helpful Hints
After you become familiar with the general troubleshooting steps above (General troubleshooting steps
on page 86), follow the helpful hints below before running diagnostics and troubleshooting.
102 Chapter 8 Troubleshooting guide
At startup
TIP: If you have installed an operating system other than the factory-installed operating system, go to
http://http://www.hp.com/go/quickspecs and verify that it is supported on your system.
1.
Be sure that the computer is plugged into a working AC outlet.
2.
Be sure that power is connected to the docking station if a dock is used.
3.
Be sure that the AC adapter light is on.
4.
Be sure that the AC adapter is connected when you update BIOS to avoid BIOS corruption.
5.
Be sure that the computer is turned on, the rear power light is solid white (connected to an external
power source) and the front power light is solid white (normal operation).
6.
Remove all optical and flash drives from your system before turning it on.
7.
Be sure that the boot option is set to a working operating system drive.
8.
Be sure that externally connected monitors are turned on and their power lights are on. Not all monitors
are equipped with lights to indicate their functionality.
9.
Turn up the brightness and contrast controls of a display or external display device if the screen is dim.
During operation
1.
To wake the computer:
a.
Press the power button or any key on the keyboard.
b.
If the system remains in the Sleep (Windows), Suspend (Linux), or Hibernate state, shut down the
system by pressing and holding the power button for at least four seconds.
c.
If the system does not shut down, unplug the power cord, wait a few seconds, and then plug it in
again. Then press the power button again to restart the system. If it does not turn on, press the
power button to start the computer.
2.
Look for blinking lights on the computer. The blinking lights could be error codes that will help diagnose
the problem.
3.
Check all cables for loose or incorrect connections (external devices, power cords, dock, etc.).
4.
After installing a non-Plug and Play expansion board or other option, reconfigure the computer. For
example, if you upgrade to a solid-state drive, you may need to reconfigure the boot order.
5.
Be sure that all required device drivers have been installed. For example, if you have connected a printer,
you must install a printer driver.
6.
If there is a network connection issue, plug another computer with a different cable into the network
connection. There might be a problem with the network plug or cable.
7.
If hardware has recently been installed, remove it and determine whether the computer functions
properly.
8.
If software has recently been installed, uninstall it and determine whether the computer functions
properly.
9.
If the screen is blank, confirm the display choice by pressing Windows logo
+ P and set to screen
only. Or plug an external monitor into a different video port on the computer if one is available and close
the computer lid.
Helpful Hints 103
10. Verify that the latest version of BIOS, drivers, and software are installed. A new release might support
new features or fix the problem.
11. Press the caps lock and/or num lock key. If the caps lock and/or num lock light toggles on or off, the
keyboard is likely operating correctly.
12. 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.
●
Technical support registration number (if applicable)
●
Product serial number
●
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 87 tables. The following sections identify the issue with symptoms
and solutions to resolve an issue.
Power-on issues
No Power
When a unit experiences no power there are several contributing factors to consider. Be sure to consider all
symptoms related to this behavior in troubleshooting.
Items
Procedures
Symptoms
Possible causes
●
Computer does not start
Failed power input to the computer (external power source, AC adapter, faulty battery).
●
Display is black or blank
Bad connection to the computer (bad power button, power connector).
●
No fan noise
Defective parts (memory, hard drive, graphics) or failed system board.
●
No hard drive spinning
●
Lights do not glow
Troubleshooting steps
Perform quick check
Remove all external devices, including docking station.
Verify external power source (2. Examine the environment on page 89).
104 Chapter 8 Troubleshooting guide
Items
Procedures
Perform a hard reset (8. Hard reset on page 98).
Verify AC adapter
It is preferable to verify the battery before verifying the AC adapter. However, you can
verify the AC adapter first, before opening the service door for a battery check.
NOTE: Refer to battery replacement section
for removing/replacing the battery
●
Verify AC adapter is compatible with product. Verify that the part number is for
this computer if possible.
●
Verify AC adapter and power cord are good (no physical damage, bent middle ID
pin).
●
Verify AC adapter works on a verified working computer.
●
Plug in AC adapter and power on computer without battery.
●
Inspect power port on computer side for any damage, dust, or debris.
●
Check power light (7. Status lights, blinking light codes, troubleshooting lights,
and POST error messages on page 95). Rear power light indicates external power
to the computer is good.
Verify battery condition/status
1.
Check battery condition (overall result, cycle life, voltage, etc.) using HP PC
Hardware Diagnostics (UEFI) or HPSA tools.
2.
Verify that battery is installed properly in battery bay without a gap and that
latch locks are tight (for models with removable batteries).
3.
Check battery status light (7. Status lights, blinking light codes, troubleshooting
lights, and POST error messages on page 95). Be sure that battery is not fully
discharged, preventing system from booting.
4.
Determine whether the computer can turn on with battery only.
5.
Remove service door and test with a verified working battery. If the computer
boots, inspect original battery before replacement.
6.
Test battery with a verified working computer to verify that it is OK.
7.
If there is still no boot, remove battery and boot on AC power only.
The sections below are intended for authorized service providers/technicians.
Verify AC adapter – voltage
1.
Measure DC voltage output that should be around 19.5 VDC and acceptable
voltage range is from 18.5 – 20.5 VDC.
2.
If the DC voltage is out of range, replace the AC adapter.
NOTE:
NOTE: 2015 mWS does not have the power
cable between system board and power
connector on chassis
This action requires a digital voltmeter.
Verify power button, power connector
1.
Be sure that power button is not stuck.
2.
Reseat power connector cable (if applicable).
3.
Replace new power connector cable (if the cable exists and is defective)
4.
To isolate faulty power connector cable and power button, technicians can short
power-on pads/pins to power up the computer. Contact HP Engineering for this
information.
Verify blinking lights (7. Status lights, blinking light codes, troubleshooting lights,
and POST error messages on page 95)
Common issues and possible solutions 105
Items
Procedures
At this point, there should be sufficient power from the AC adapter to the system
board. Expect to hear the fan spinning and see blinking lights or error messages (i.e.,
faulty memory, HDD, etc)
Verify Power Good (Troubleshooting) lights
1.
Verify if the system board has power-on issue related. If there is no power-on
issue, move to next steps. For more information, see Power Good
(Troubleshooting) lights on page 97.
2.
Verify all connections and reseat parts (10. Reseat cables and connections
on page 99).
Verify system board
Tips and tricks
1.
Test essential hardware configuration (11. Test with minimum configuration
on page 100, 12. Test with verified working configuration (hardware and/or
operating system) on page 101, 13. Replace the system board on page 101) by
removing nonessential parts.
2.
If there is still no boot, replace system board.
Computer automatically boots without pressing power button when RTC 3V battery
has been removed. Therefore, after the service door and RTC 3V battery are removed,
no need to press power button from top side.
In essential hardware configuration, mWS G1 and G2 may require discrete GPU to boot.
However, mWS G3 can boot with integrated graphics.
See http://h20566.www2.hp.com/portal/site/hpsc/template.PAGE/action.process/
public/kb/docDisplay/?
javax.portlet.action=true&spf_p.tpst=kbDocDisplay&javax.portlet.begCacheTok=com.
vignette.cachetoken&spf_p.prp_kbDocDisplay=wsrp-interactionState%3DdocId
%253Demr_na-c01443371%257CdocLocale%253Den_US%257CcalledBy
%253D&javax.portlet.endCacheTok=com.vignette.cachetoken
Intermittent power-on, shutdown, reboot
Items
Procedures
Symptoms
Possible causes
●
Does not always turn on
●
Intermittently hangs
●
Intermittently shuts down
●
Spontaneously reboots
Electrical short, fluctuating power source, unstable power rails, loose connections, bent pins,
stray wires, dust, obvious damage, nearly faulty parts (bulging/leaking capacitor).
Potentially will turn into a no power issue soon (No Power on page 104).
Troubleshooting steps
1.
Visually check power ports on both AC adapter and computer sides.
2.
Inspect power sources:
a.
Verify AC adapter working correctly. Use a confirmed working adapter to test.
b.
Verify that battery is not depleted while system is in Sleep state. Test with a
confirmed working battery.
The sections below are intended for authorized service providers/technicians.
1.
106 Chapter 8 Troubleshooting guide
Follow actions in No Power on page 104.
Items
Procedures
a.
Be sure that AC adapter has correct DC voltage.
b.
Verify battery - test with a confirmed working battery.
c.
Verify that power button is not stuck.
d.
Verify that power connector is not loose.
e.
Verify that Power Good LEDs are solid.
f.
Remedy loose connections and reseat major components (processor, memory, GPU,
hard drive/solid-state drive, etc).
2.
Perform visual check for loose connections, bent pins, stray wires, dust, nearly faulty parts
(bulging/leaking capacitor).
3.
Test essential hardware configuration (11. Test with minimum configuration on page 100)
a.
If system boots, reinstall nonessential hardware one component at a time to isolate
issue.
b.
If system does not boot, replace essential hardware with verified working parts, one
component at a time. If system still does not boot, replace system board.
Common issues and possible solutions 107
AC adapter issue
Solution
Symptoms
Possible causes
●
No sign of power
AC adapter and others (i.e., external power source)
●
No boot
Troubleshooting steps
●
No rear power light
Quick check
●
No front power light
1.
Verify external power source (2. Examine the environment on page 89).
●
Battery does not charge when AC
adapter is connected
2.
Remove all external devices, including docking station.
3.
Perform a hard reset for the computer (8. Hard reset on page 98).
4.
Disconnect and reassemble the power cord and adapter in case the adapter
experienced short circuit, over current, over temperature events.
5.
Use a verified working adapter. If the computer operates normally, there is a
problem with the original adapter.
6.
Verify that the AC adapter works on a verified working computer. If the computer
operates normally, there is no problem with the adapter. See HP Smart Adapter
warning message on page 122 for further information.
Verify AC adapter
Tips and tricks
1.
Remove working battery.
2.
Verify that AC adapter is compatible with product. Verify that part number is for
this computer if possible.
3.
Inspect AC adapter and power cord for physical damage, bent middle ID pin.
4.
Plug in AC adapter and power the computer without battery.
5.
Inspect the power port on computer side for any damage, dust, debris.
6.
Check power light (7. Status lights, blinking light codes, troubleshooting lights,
and POST error messages on page 95). Rear power light indicates that external
power to the computer is good.
7.
If there is still no rear power light or no boot, replace the AC adapter.
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. Third party AC adapter will not work on the computer.
Use the AC adapter that came with the computer for better performance.
See http://h20564.www2.hp.com/hpsc/doc/public/display?docId=emr_na-c00363266
Battery not recognized, not charging
Items
Procedures
Symptoms
Possible causes
●
No battery status light
Defective AC adapter and/or battery.
●
Blinking amber (critically low
battery level)
NOTE: Before proceeding, verify that the computer can boot to BIOS or Windows with a
good AC adapter.
●
No boot without AC adapter
108 Chapter 8 Troubleshooting guide
Items
Procedures
Troubleshooting steps
Visual inspections
1.
Inspect battery connectors for any signs of damage.
2.
Verify that battery is installed properly in battery bay without gap or obstructions and
latch locks are tight. Reseat battery (for models with removable batteries).
3.
Determine whether battery gets hot (batteries heat up when charging, but not too hot
to touch).
Check battery warranty to see whether the battery is new or its warranty is expired. Battery
capacity degrades over time.
Verify front battery status light
1.
Battery status light is off: battery not recognized.
2.
Battery status light is blinking amber: critically low battery level.
Reset
1.
Hard reset (8. Hard reset on page 98)
2.
Soft reset (9. Soft reset (Default Settings) on page 99)
Verify AC adapter
1.
Determine whether the computer needs the AC adapter to boot and operate.
Sometimes, intermittently bad AC adapter and loose connection between adapter and
computer results in inability to charge battery which causes short run time.
2.
Inspect AC adapter to verify that it is functioning.
3.
Test with a working AC adapter and confirm whether battery is charging.
4.
Be sure that battery is fully charged (AC adapter plugged in at least 2.5 hours).
Diagnostics: HP tools will report results such as passed, calibrate, weak, replace, no battery
and unknown, and suggest corresponding actions.
Use HP Hardware Diagnostics (UEFI) (6. HP Hardware Diagnostics and Tools on page 91)
●
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 93)
Tips and tricks
1.
Verify that battery is recognized and charging.
2.
Verify battery condition if battery cycle life is over specs (i.e., long life of 1000-cycle life
and 3-year warranty). Battery may have premature capacity loss within its cycle life or
warranty.
3.
If issue remains, test with a verified working battery and verify battery status lights
and battery conditions.
4.
If issue remains, replace system board.
5.
Verify the new replacement.
See the computer user guide for instructions regarding battery maintenance and increasing
battery life.
●
Reference: http://support.hp.com/us-en/document/c01297640?
jumpid=hpr_r1002_usen_link3
●
Reference video: http://www8.hp.com/h22157/video-gallery/us/en/customer-care/
2536294556001/testing-and-calibrating-the-battery-on-hp-notebook-pcs-inwindows-8/video/
Common issues and possible solutions 109
Battery discharges too fast
Items
Procedures
Symptoms
Possible causes
Battery has good status light but discharges
too fast
AC adapter and/or battery.
Troubleshooting steps
Verify AC adapter
Determine whether the computer needs the AC adapter to boot and operate.
Sometimes, intermittently bad AC adapter and loose connection between adapter and
computer results in inability to charge battery and causes short run time.
1.
Inspect AC adapter to verify that it is working.
2.
Test with AC adapter alone and with a verified working AC adapter.
Verify battery: Battery capacity can degrade over time, so check the warranty
coverage. Run a battery test to confirm if issue is hardware-related.
1.
Review battery power plans in Control Panel > Power Options that may consume
more energy and discharge battery faster. Resetting default to Power Saver
option can conserve battery power.
2.
Determine whether any graphics processing is running.
3.
Verify battery maintenance and operations. Leaving the battery at a high level of
charge in a high-temperature environment for extended periods accelerates the
loss of capacity.
4.
Test and calibrate battery using HP PC Hardware Diagnostics (UEFI).
5.
Verify battery life cycle using HP Support Assistant tool.
If battery cycle life is over specs (long life battery of 1000-cycle life and 3-year
warranty), battery may have capacity loss beyond its lifecycle or warranty.
6.
Tips and tricks
Compare discharge time with a verified working battery (remove AC adapter)
using Hardware Diagnostics (UEFI) > Hard Drive Tests > Extensive Test > Loop
until error.
To conserve battery power, turn off Wireless On-Off button and other peripherals/USB
devices, applications, processes (in Task Manager) when not in use; also, reduce screen
brightness.
Follow HP instructions of how to maintain battery and increase battery life.
Reference: http://support.hp.com/us-en/document/c01297640?
jumpid=hpr_r1002_usen_link3
Reference video: http://www8.hp.com/h22157/video-gallery/us/en/customer-care/
2536294556001/testing-and-calibrating-the-battery-on-hp-notebook-pcs-inwindows-8/video/
110 Chapter 8 Troubleshooting guide
Burnt smell
Items
Procedures
Symptoms
Possible causes
Emits smoke, burnt smell
Defective on-board components.
Troubleshooting steps
General visual inspection
1.
Disconnect the computer from power source (AC adapter and battery).
2.
Inspect for visual damage on AC adapter and battery. Test on a known working
computer to isolate issue. If issue follows AC adapter or battery, replace it.
3.
Inspect any sign of liquid spill on the computer (back of keyboard).
The sections below are intended for authorized service providers/technicians.
Further inspection on components
1.
Inspect further sources internally after disassembling chassis, such as burnt or
damaged components.
2.
If the issue persists, replace boards, AC adapter, and battery for safety concern
and report issues to HP.
POST
No video (with power)
Items
Procedures
Symptoms
Possible causes
●
No video (black/blank image) but
have power
●
Light activity
●
No error messages
●
Fan noise
●
Hard drive light blinking and hard
drive noise
Failed display
Failed critical components (memory, hard drive, system board)
Loose connection
Recently added hardware
NOTE:
Assume the computer has not previously been set up for multiple displays.
Troubleshooting steps
Quick check
1.
Verify that system light activity is OK.
2.
Remove all external devices, including docking station. Recently added hardware
and/or applications may cause graphics driver conflict and result in loss of video.
3.
Perform hardware reset (8. Hard reset on page 98) and verify that HP Logo is presented
correctly on display screen when pressing F10.
4.
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. If unsuccessful,
contact HP service.
Common issues and possible solutions 111
Items
Procedures
5.
If external video is OK, update BIOS, software, and drivers (4. Update BIOS and drivers
on page 90) and perform soft reset (9. Soft reset (Default Settings) on page 99) if
needed. Go to next step to verify display.
Verify display
●
When booting to Windows, determine whether image appears on display screen (via
Windows Screen Solutions or Windows logo
●
+ P for display switcher).
If there is video on display, disconnect external display device, open the computer lid
and restart.
The sections below are intended for authorized service providers/technicians.
1.
Verify Power Good lights are on to be sure that system board power is functional.
2.
Reseat display cable connection on system board.
3.
Reseat display cable connection on display panel side.
4.
Examine and reseat major components, such as hard drive, memory.
5.
Test with minimum configuration (11. Test with minimum configuration on page 100)
by removing hard drive to isolate operating system issues and testing video in F10
Setup.
6.
If video is present, restart and retest the computer.
7.
If video is present but bad, go to Display on page 123 section.
8.
If issue persists (no video), test with external video.
9.
If issue persists, test or replace a confirmed working display.
10. If issue persists, replace discrete graphics card.
11. If issue persists, replace system board due to defective video function.
Tips and tricks
Swipe a metal piece (screwdriver) over wireless/mute buttons to act as if closing lid to force
video output to external display device. See the “External component identification –
Display” section for location of the magnetic sensor.
Blinking lights
Items
Procedures
Symptoms
Possible causes
Lights blink on keyboard caps
lock/num lock keys
Blinking lights on startup usually indicate a problem with basic functionality of a critical
component (processor, BIOS, graphics cards, memory, etc.) due to loose connection,
defective parts, or recently added parts.
Troubleshooting steps
112 Chapter 8 Troubleshooting guide
1.
Check for any blink patterns. Count the number of blinks in a sequence, followed by a
pause for a few seconds.
2.
See Status, Blinking Lights, and Error Message (7. Status lights, blinking light codes,
troubleshooting lights, and POST error messages on page 95) for corrective actions.
Items
Procedures
3.
Note
If internal hardware components (memory, hard drive, etc.) have been recently added, a
component may not be connected properly. Remove and reseat new components (10.
Reseat cables and connections on page 99) one at a time.
Since the display may not be functional, lights are used to indicate an error.
Diagnostics error messages
Items
Procedures
Symptoms
Possible causes
●
Computer has power
●
POST error message displays
(Windows logo has not yet
appeared)
Diagnostic error messages indicate a problem. There may be a problem with the instruction
being sent from the BIOS to a hardware component (e.g., keyboard failures), or
incompatible hardware. Can usually be resolved by installing updated firmware for the
component.
Troubleshooting steps
Note
1.
See 7. Status lights, blinking light codes, troubleshooting lights, and POST error
messages on page 95 for corrective actions. An example of a POST error message is
shown below.
2.
If there is power, you may be able to access BIOS. Reset BIOS to its default condition.
(9. Soft reset (Default Settings) on page 99)
3.
Restore hardware to its original condition (i.e., bootable solid-state drive instead of
hard drive).
4.
Reseat suspected components and verify connection.
5.
Test suspected components using HP PC Hardware Diagnostics (UEFI) tool.
An Error Message means the system has finished BIOS hardware validation and is ready to
launch the Startup Menu. To access the Startup Menu for further options, press the Esc key
while restarting the computer.
Common issues and possible solutions 113
BIOS password
Items
Procedures
Symptoms
Possible causes
Some sections are unavailable (grayed
out)
BIOS administration password is required.
Troubleshooting steps
Reference
1.
Review F10 BIOS Setup Overview to determine which features must be enabled.
2.
Your BIOS settings may be managed by a BIOS administrator password setup.
3.
If you lost or forgot user password, contact your IT personnel.
4.
If you lost or forgot administrator password, contact HP service to reset the password.
This process requires a unique UUID.
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 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.
Performance (OS)
NOTE:
Most software problems occur as a result of the following:
●
The application was not installed or configured correctly.
●
There is insufficient memory available to run the application.
●
There is a conflict between applications.
Make sure that all the needed device drivers are installed.
If an operating system other than the factory operating system is installed, check whether the operating
system is supported and the application is certified for the version of the operating system.
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.
UEFI Windows 8, 10 avoids many unexpected behaviors (i.e., blue screen error, graphics/video issues) in the
BIOS Legacy setting.
114 Chapter 8 Troubleshooting guide
Intermittent shutdown
Items
Procedures
Symptoms
Possible causes
●
Shutdown during startup
●
Shutdown during operation
It is often difficult to troubleshoot an intermittent issue. Possible causes include the
following:
Power-related issue: defective or insufficient power sources, poor connection.
OS Custom Setting: Energy Saver (Power Management).
Thermal-related issue: thermal sensors reach limits.
Hardware related issue: voltage, out-of-range current; electrical short.
Troubleshooting steps
1.
Update BIOS and drivers. (4. Update BIOS and drivers on page 90)
2.
Perform hard reset (8. Hard reset on page 98)
3.
Perform soft reset (9. Soft reset (Default Settings) on page 99)
Power related issue
1.
Verify functionality of AC adapter alone. If no functionality, test with a verified working
adapter.
2.
Verify battery alone. Verify that battery is not depleted. Test battery using HP PC
Hardware Diagnostics (UEFI) tool.
3.
Verify connection of power button, power cable.
OS custom settings
1.
Advise users to reset power options and close all applications that are not in use,
including applications in the background.
2.
Test with a confirmed working operating system to isolate custom settings by users or
any conflicting applications that cause shutdown.
The sections below are intended for authorized service providers/technicians.
Thermal-related issue
1.
2.
Verify thermal condition:
a.
Test fan using HP PC Hardware Diagnostics (UEFI) tool (6. HP Hardware
Diagnostics and Tools on page 91)
b.
Check fan and connection. Reseat fan cable.
c.
Be sure that no obstructions or dust are in heat sink fan, fin, or vent.
d.
Test with a verified working fan.
e.
Remove old thermal compound and pads and replace with new compound and
pads.
Verify thermal solution:
○
Use Thermal Monitor tool (available only to authorized service providers/
technicians) to perform stress test (processor and GPU) (6. HP Hardware
Diagnostics and Tools on page 91) and verify that thermal sensors are within
limits after thermal condition is serviced.
Hardware related issue
1.
Check for any signs of loose connections, bent pins, stray wires, dust, nearly faulty
parts (bulging/leaking capacitor).
Common issues and possible solutions 115
Items
Tips and tricks
Procedures
2.
Verify that lights are solid.
3.
If shutdown is reproducible, test essential hardware configuration:
a.
If no issue with hardware configuration, reinstall one non essential component at
a time to determine faulty hardware.
b.
If issue persists, replace essential hardware with a confirmed working part, one at
a time. If no boot, replace system board.
Intermittent issue is difficult to reproduce and troubleshoot. It is important to record details
on shutdown frequencies, system configuration (3D video application) and operating
conditions.
Blue screen
Items
Procedures
Symptoms
Possible causes
●
Have power, light activity, fan spinning
●
HP Logo displays briefly
●
Fails to boot into Windows operating
system, displays blue screen, and then
crashes, restarts, or stops responding
Recent changes: conflict of instructions from multiple programs or just added
hardware.
Incompatible hardware and driver.
Poor connection (hard drive, memory).
Hardware malfunctioning due to overheating (GPU, processor).
Defective hardware (memory, hard drive).
Important Notes & Resources
Troubleshooting steps
There are many different ways to troubleshoot a blue screen error. Therefore, you
need to identify working configuration (Windows 7/8/10) and specific symptoms
of the failure in order to narrow down the issue. Refer to Blue screen (BSOD) error
on page 140.
Recommended resources
Microsoft knowledge base:
http://windows.microsoft.com/en-us/windows-8/resolve-windows-blue-screenerrors
HP Troubleshooting Error Messages on a blue screen:
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
1.
Note the blue screen error message and what activity was performed at the time.
2.
Perform a hard reset (8. Hard reset on page 98) after disconnecting all external peripherals.
3.
Reset BIOS to default (9. Soft reset (Default Settings) on page 99) to prevent booting to another device.
4.
Run HP Hardware Diagnostics (6. HP Hardware Diagnostics and Tools on page 91) to isolate major faulty
hardware issues.
116 Chapter 8 Troubleshooting guide
●
HP PC Hardware Diagnostics (UEFI) tool to test hard drive, memory and system.
●
Thermal Monitor (available only to authorized service providers/technicians) tool to monitor
temperature limits of processor and GPU. See “HP Thermal Monitor” in 6. HP Hardware Diagnostics
and Tools on page 91.
5.
Remove or undo recently added hardware (5. Remove or uninstall recently added hardware, software
on page 90). For example, incompatible memory or new solid-state drive storage.
6.
Reseat cables and connections (10. Reseat cables and connections on page 99). Pay attention to proper
installation of memory and hard drive.
7.
Verify that a minimum of at least 100 MB of free space is available on your Windows partition.
8.
If you can start Windows:
9.
a.
Update BIOS and drivers (4. Update BIOS and drivers on page 90) to support updates for
incompatibilities.
b.
Get all the latest updates, using Windows Update.
c.
Undo recent changes:
–
Startup using Last Known Good Configuration.
–
Use System Restore.
–
Roll back device driver in Device Manager.
d.
Check for specific Error Message. See Common Blue Screen Error Messages on page 152.
e.
Boot to safe mode (11. Test with minimum configuration on page 100) to troubleshoot issues.
If you cannot start Windows:
a.
Boot to safe mode. (11. Test with minimum configuration on page 100)
b.
Use Startup Repair to fix Windows startup files.
c.
Undo recent changes using System Restore to revert to a previous “working” state.
d.
Check for specific STOP error by analyzing Crash Dump (retrieved via a bootable USB). See Use
Windows Debugging Tool on page 153.
e.
Restore computer using System Recovery or image backup to factory settings.
10. Lastly, test with essential hardware configuration (11. Test with minimum configuration on page 100)
along with a verified working operating system (i.e., USB Windows-To-Go), if available, to isolate the
software issue.
Tips & tricks
In some cases, the computer may reboot automatically before you have time to read the blue screen.
To identify the error message itself, disable the automatic restart using one of the following methods:
Right-click on My Computer, and then select Properties > Advanced. Under Startup and Recovery, select
Settings. Clear the Automatically Restart check box.
Common issues and possible solutions 117
Windows Advanced Boot Option
Windows 7:
1.
Press F8 to open the Windows Advanced Boot Option screen.
2.
Select Disable automatic restart on system failure to view error messages.
Windows 8:
1.
Press F11 (System Recovery) to open the Windows Advanced Boot Option screen.
2.
Select Startup Settings to view error messages.
Freeze at Windows Logo (hang/lockup)
Items
Procedures
Symptoms
Possible causes
●
Has power, light activity, fan spinning
●
HP Logo displays briefly
●
Attempt to boot to operating system and
freeze/hang at Windows logo
●
No response to pressing num lock or caps
lock key
118 Chapter 8 Troubleshooting guide
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
screen issue).
Items
Procedures
Troubleshooting steps
Follow suggested steps below one at a time to verify normal boot process:
Tips and tricks
1.
Disconnect all external peripherals, and perform a hard reset (8. Hard reset
on page 98).
2.
Perform soft reset (9. Soft reset (Default Settings) on page 99).
3.
Update BIOS and drivers (4. Update BIOS and drivers on page 90).
a.
Roll back to previous version may be necessary.
b.
Go to safe mode to install drivers.
4.
Run Hardware Diagnostics (6. HP Hardware Diagnostics and Tools on page 91)
to isolate hardware issue.
5.
Undo recent changes in Windows (5. Remove or uninstall recently added
hardware, software on page 90).
6.
Reseat cables and connections (10. Reseat cables and connections
on page 99).
7.
Start Windows in safe mode (11. Test with minimum configuration
on page 100).
8.
Use Startup Repair Windows to fix Windows damaged files.
9.
Test with essential hardware configuration (11. Test with minimum
configuration on page 100) along with a verified working operating system
(i.e., USB Windows-To-Go ) if available to isolate the software issue.
For more information, see http://support.hp.com/us-en/document/c03671001.
Electromagnetic Interference (EMI)
Items
Procedures
Symptoms
Possible causes
System locks up, freezes in certain
physical area or location
Electromagnetic interference (EMI).
Troubleshooting steps
1.
See (2. Examine the environment on page 89). Pay attention to external power source,
high-frequency signals such as cell phones, microwave ovens.
2.
Move the computer to different locations nearby to determine where it fails and where it
does not fail.
3.
Test with a verified working computer in original factory configuration.
4.
Consult with support.
Common issues and possible solutions 119
No wake up
Items
Procedures
Symptoms
Possible causes
When resuming from a power
management state the computer may
display:
Power-saving mode; multiple-display setting.
●
Blank screen
●
Some light activity
Troubleshooting steps
1.
Verify that front power light (7. Status lights, blinking light codes, troubleshooting
lights, and POST error messages on page 95) is blinking (indicating Sleep state). Press
power button to exit Sleep.
2.
Reset BIOS to default (associated with OS Power Management in Power Menu) (4.
Update BIOS and drivers on page 90)
3.
Verify power management settings in Windows Power Options. Disable Sleep options if
the issue is resolved.
4.
Screen saver is set. Press any key or touch TouchPad to resume.
5.
Verify that Display Choice is set to external video only. Toggle screen control key
combination Fn + F4 or Windows logo
Tips and tricks
120 Chapter 8 Troubleshooting guide
+P.
If you are using a docking station, set your notebook display as a primary display. When the
computer is undocked, you may think it is in a power-saving state, but the screen image may
actually display on an external display device in the docking configuration.
Unresponsive
Items
Procedures
Symptom
Possible causes
Unresponsive
Program in use has stopped responding to commands.
Troubleshooting steps
1.
If possible, use the Windows Task Manager to isolate and terminate the offending
process.
2.
Attempt the normal Windows shutdown procedure.
3.
Restart the computer using the power button.
Slow performance
Items
Procedures
Symptom
Possible causes
Slow performance when performing
small tasks, or even in idle mode
Processor is hot or hard drive is full.
Troubleshooting steps
Processor is hot
1.
Verify that airflow to the computer is not blocked.
2.
Verify that chassis fans are connected and working properly. Some fans operate only
when needed.
3.
Verify that the processor heat sink is installed properly.
Hard drive is full
1.
Transfer data from the hard drive to create more space on the hard drive. Microsoft
recommends at least 200 MB to sync system files.
2.
Perform disk defragmentation to consolidate fragmented data on the hard drive so it
will work more efficiently.
Also see Slow performance on page 140.
Tips and tricks
See http://h20564.www2.hp.com/hpsc/doc/public/display?
docLocale=en_US&docId=emr_na-c00816938 (see Routine Maintenance for Performance
Improvement on page 152).
See http://windows.microsoft.com/en-us/windows-8/free-up-disk-space.
See http://windows.microsoft.com/en-us/windows/optimize-windows-betterperformance#optimize-windows-better-performance=windows-vista.
Common issues and possible solutions 121
HP Smart Adapter warning message
Items
Procedures
Symptom
Possible causes
Warning message displayed in
Window
Less powerful AC adapter, BIOS out of date.
Troubleshooting steps
Note
1.
Update BIOS that may contain a table that
assigns an appropriate adapter for a certain
configuration.
2.
Update the latest HP Hotkey Support software
from Drivers website.
3.
Verify sufficient power source (where adapter is
connected).
4.
Use appropriate AC adapter (often supplied with
system) for optimum system performance.
5.
Test with a verified working AC adapter.
6.
Test the adapter on a verified working computer.
7.
Contact HP for configuration details.
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 sub-system, a video balance mode may occur to
further balance the power needs of the system.
System processor functions always have priority over
battery charging, so charging delays will occur first.
Incorrect time and date
Item
Procedure
Symptom
Possible cause
Incorrect date and time
Real-time clock (RTC) battery might need replacement.
Troubleshooting steps
122 Chapter 8 Troubleshooting guide
1.
Reset the date and time in the operating system Control Panel.
2.
Replace the RTC battery.
Item
Procedure
3.
Verify that date and time are correct.
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 specific symptom vs. generic symptoms
and utilize the HP PC Hardware Diagnostics (UEFI) tool before any replacement.
Symptom
Common display issues with symptoms:
●
Blank/black video
●
Incorrect/missing color/distorted image
●
Flickering image
●
Vertical lines (due to LDVS, decreased signal integrity, and data loss)
●
Dead pixel (due to display liquid, internal transistor, etc.)
●
Horizontal lines (due to video memory)
●
Distorted when hot (due to thermal issue)
●
Cracked screen/image (physical damage)
●
Light leakage/bleeding
Contact support for assistance.
●
Humming noise (due to frequency settings)
Contact support for assistance.
Display anomalies
Cracked screen
Cracked image
Blurred image
Common issues and possible solutions 123
Display anomalies
Dead pixel
Vertical lines
Horizontal lines
Quick check
●
Visually examine the display for cracked screen, liquid crystal leak, dirty spots on glass, etc.
●
Reset and update BIOS and docking firmware.
●
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.
●
Configure Windows settings (Power options, Screen brightness, Personalization, Screen resolution, etc.).
●
Test with a verified working external display.
●
Boot to Windows in safe mode.
●
Test with a verified working operating system (i.e., shipping image).
HP PC Hardware Diagnostics (UEFI) for video test
Use this tool to quickly determine if the display issue is related to a real hardware issue.
To start HP PC Hardware Diagnostics (UEFI) (6. HP Hardware Diagnostics and Tools on page 91), when the
computer is at boot, press the F2 key, select Component Tests, and then select Video.
There are three options:
●
Video Memory Check: to test video memory
●
Palette Check: to test the three video color components (red, green, blue)
●
Dead Pixel Check: to check dead pixels in eight different colors (Dead Pixel Check is available with the
“HP PC Diagnostics 3-in-1 USB Key” tool)
Review the video troubleshooting in the Display section below for specific issues and possible solutions. For
additional information about display problems, refer to documentation provided by the product
manufacturer.
124 Chapter 8 Troubleshooting guide
Display assembly diagram
The display assembly diagram shows basic video components: system board, graphics cards, display cables,
display connectors, operating system (OS), graphics driver, and LCD display panel. Any component or a
combination of these components can contribute to a video issue.
NOTE: The lid close switch is a Hall-effect sensor located in the top cover. When the display is closed, the
sensor acts like a switch is closed. A notebook can force a video output to an external monitor, or go to
hibernation or standby mode through power management. If the display screen does not light up when the
display is open, the lid close switch (Hall-effect sensor) could be faulty.
Dead pixel
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 158 for the HP dead pixel policy.
No video (internal)
Items
Procedures
Symptoms
Possible causes
No internal video with certain
programs (i.e., video-intensive games)
Display resolution, brightness, faulty lid switch, running a program requiring a higher
resolution than the display screen can support..
Faulty lid switch may put the system into Sleep or Hibernation mode.
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.
References
See section No video (with power) on page 111 for display information.
Common issues and possible solutions 125
No video (external)
Items
Procedures
Symptom
Possible causes
No image on external
monitor
External monitor, resolution, display configuration, drivers.
Troubleshooting steps
1.
Be sure external monitor is compatible with the
computer.
2.
Be sure that external monitor is turned on.
3.
Press any key to get out power saving mode.
4.
Adjust the brightness of the monitor.
5.
Test with a verified working monitor.
6.
Test the monitor via internal ports (VGA, DP ports).
7.
Install latest video driver.
8.
Reset the screen resolution as described in the
documentation.
9.
Configure display choice, and then force output to
external video by closing the notebook lid or pressing
Fn + F4 to switch screen output.
DisplayPort/VGA
See No video (external) on page 126.
HDMI
Items
Procedures
Symptoms
Possible causes
●
Display issue
●
Sound issue
Cable, connection, settings.
Troubleshooting steps
Quick Check
References
126 Chapter 8 Troubleshooting guide
1.
Verify HDMI device input source is set correctly (i.e., HDMI1).
2.
Be sure you are using the correct HDMI cable.
3.
Check connection and reconnect the HDMI cable.
4.
Verify if sound output is configured correctly in Control Panel > Sound Manager.
1.
Perform hard reset (4. Update BIOS and drivers on page 90).
2.
Update BIOS and drivers (4. Update BIOS and drivers on page 90) when sound is heard but
no video on HDTV.
http://support.hp.com/us-en/document/c01186408
No or bad external video via docking
Items
Procedures
Symptoms
Possible causes
No or bad image on external monitor
via ports of docking station (VGA, DP,
TB, display port, etc.)
Rooted from system board, software/drivers, dock connectors, docking station hardware/
firmware, dock video ports (DP, VGA, etc).
Troubleshooting steps
1.
Be sure that external monitor is powered on.
2.
Be sure that external monitor is compatible with the computer.
3.
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 > Technical white papers.
Note
4.
If the screen image is distorted, try a DP-to-VGA adapter. Connect the adapter to each
DisplayPort and VGA port of the dock.
5.
Test the monitor via internal ports (VGA, DP, HDMI, etc.).
6.
Verify that dock connectors of the notebook and the dock are clean, without dust,
debris (e.g., using air duster).
7.
Ideally, use a verified working operating system/system connected to the dock to
isolate the issue of the current operating system.
8.
Ideally, use a verified working docking station to isolate the faulty dock.
9.
Update latest dock firmware. Be sure to follow the installation instructions carefully.
You may want to try a DP-to-VGA adapter if you have a distorted screen image. Connect
the adapter to each DisplayPort of the dock. If you still cannot update the dock,
attempt to update it on a confirmed working notebook before having the dock
replaced.
See the technical white paper titled “Multiple displays on HP ZBook Mobile Workstations”
from HP platform support website. Go to http://support.hp.com/, enter your model number,
and then click Manuals > Technical white papers.
Incorrect or missing color/distorted image
Items
Procedures
Symptoms
Possible causes
System works normally but the display
shows:
Loose connection, display cable, display, graphics card.
●
Missing or strange color
●
Image distortion
Troubleshooting steps
Verify with external monitor (i.e., VGA)
1.
Use combination Fn + F4 to enable output to external monitor.
2.
Close the lid.
If the external monitor also shows incorrect color, it is graphics card issue. Test with a
verified working graphics card.
Verify display cable and cable connection–Display disassembly is required.
Be sure that external display cables are not pinched or damaged.
Common issues and possible solutions 127
Items
Procedures
Be sure that external display cables have good connection at both ends (system board and
display panel).
●
If moving cables affects the image, it is display cable. Test with a confirmed working
cable.
●
If moving cables does not affect the image, is display issue. Test with a confirmed
working display
Touch screen
Items
Procedures
Symptoms
Possible causes
Unresponsive
Dirt and smudge, driver, touch display configuration, power management.
Inaccurate
Troubleshooting steps
Quick check
Turn off the computer, spray glass cleaner onto a soft, damp cloth, and gently
wipe the screen to remove dirt and smudge.
NOTE:
Configure the touch display in Control Panel >
Tablet PC Settings
Do not spray cleaner directly onto the screen.
1.
Restart the computer.
2.
Verify touch screen and graphics drivers.
3.
Configure the touch display to identify the screen as a touch screen as shown
in the image at left.
4.
Calibrate the screen and reset if touch functionality is still not working
correctly.
5.
Perform diagnostic test in HP Hardware Diagnostics under Component Tests
> Touch Screen.
If the diagnostics tests pass but the touch screen still does not respond,
continue following the steps.
6.
Adjust the power management settings for your touch screen.
If the touch screen stops working after waking from sleep, adjust the power
management settings so that the touch screen device stays active while the
computer is in sleep mode.
References
7.
Perform Microsoft System Restore and restore to a time when the system
was working.
8.
Perform HP System Recovery if none of the above actions resolves the issue.
http://support.hp.com/us-en/document/c04789449
http://support.hp.com/us-en/document/c04676089
128 Chapter 8 Troubleshooting guide
I/O devices
NOTE:
●
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).
●
Be sure I/O devices are properly inserted into the I/O ports, and then be sure the I/O devices are
recognized by Windows Device Manager.
Keyboard
Items
Procedures
Symptoms
Possible causes
Keystrokes not recognized
Dust trapped under keycap, loose keycap, loose keyboard connection, defective keyboard.
Characters not matched
Troubleshooting steps
1.
Inspect the keyboard for any signs of dust, liquid, or debris trapped under sticky keys
that might prevent keystroke recognition.
2.
Check for incomplete connection between keyboard and system board by verifying that
caps lock or num lock light turns on when key is pressed.
3.
Verify whether the keyboard is recognized in Windows Device Manager and verify
whether the keyboard driver is installed properly.
4.
Test with a working external keyboard (i.e., USB keyboard).
Also test in Windows for special keys (Caps Lock, Shift, Ctrl, Fn, Windows, Alt) if
necessary.
5.
Test with HP PC Hardware Diagnostics (UEFI) to isolate a hardware issue from a
software issue.
6.
Verify that BIOS is up to date. If so, resetting BIOS to default may help.
7.
Test with verified working operating system or restore operating system to be sure that
the issue is not caused by different language settings, sticky keys feature, etc.
8.
Verify that keyboard flex cables are fully inserted and in good condition.
The sections below are intended for authorized service providers/technicians.
Tips and tricks
1.
Verify if keyboard flex cable is in good condition (no delamination or torn cable end, no
missing or cracked tracks, pads).
2.
Verify keyboard flex cable ends are fully inserted and aligned with connectors on
system board, and those connector tabs are properly closed. Reseat cables.
3.
Replace new internal keyboard and retest.
A key only works when pressed with force. Inspect and remove debris trapped under keycap.
Common issues and possible solutions 129
Keyboard point stick
Items
Procedures
Symptom
Possible causes
Point stick not working properly
Dust trapped under point stick, loose point stick cap.
Troubleshooting steps
1.
Inspect any signs of dust, liquid spill that prevent point stick from working.
2.
Check whether point stick cap is loose and reseat it if necessary.
The sections below are intended for authorized service providers/technicians.
1.
Verify whether keyboard flex cables are in good condition (no delamination or torn
cable end, no missing or cracked tracks, pads).
2.
Verify 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.
3.
Reseat point stick cables.
Example of back of keyboard, including
keyboard, point stick, and backlight
cables.
Keyboard backlight
Items
Procedures
Symptom
Possible causes
Backlight function not working
properly
Backlight disabled, loose connection.
Troubleshooting steps
NOTE:
Not all notebook computers have backlit keyboards.
A keyboard function key lets you turn the light on and off. Verify if backlit feature is not
disabled by pressing a combination of Fn + Backlit key.
The sections below are intended for authorized service providers/technicians.
130 Chapter 8 Troubleshooting guide
1.
Verify if backlight flex cables are in good condition (no delamination or torn cable end,
no missing or cracked tracks, pads).
2.
Verify backlight flex cable ends are fully inserted and aligned with connectors on
system board and that connector tabs are properly closed.
3.
Reseat backlight cable.
TouchPad
Items
Procedures
Symptoms
Possible causes
Not working properly
On/Off enabled, driver, settings.
(1) – TouchPad on/off button
Troubleshooting steps
(2) – TouchPad
1.
Ensure TouchPad On/Off light is not amber (disabled). Double touch to enable.
2.
Verify if TouchPad device is listed in Device Manager > Mice and other pointing
devices.
3.
Install the latest TouchPad driver.
4.
Adjust TouchPad settings (Control Panel > Mouse).
5.
Test TouchPad controller using the HP PC Hardware Diagnostics (UEFI) tool (F2 >
Component Tests > Mouse Test > Pointer Test & Drag and Drop Test).
The sections below are intended for authorized service providers/technicians.
1.
Check the TouchPad cable for damage or a loose connection, and then reseat the
TouchPad cable.
2.
If issue persists, replace the TouchPad and verify the change.
Network Connectivity Ethernet (RJ-45 jack)
Items
Procedures
Symptoms
Possible causes
●
Unable to find networks (yellow bang)
●
Connection dropouts
●
Slow performance
Network source, cable, connection, RJ-45 port, driver, settings.
Troubleshooting steps
Quick Check: verify the network status lights that supposed to flash when
there is network activity.
HP Support Assistant tool - No network detected in
HPSA
1.
Turn off the computer’s wireless feature (press wireless button).
2.
Verify that networking source with recommended distance to the base is
less than 300 feet.
3.
Examine the Ethernet cable for damage. Test with a verified working
cable.
4.
Test with different networks and jacks and check with IT for hardware
compatibility settings.
5.
Connect a verified working RJ-45 cable directly to the computer to isolate
other related issues (e.g., router, switch, docking station).
6.
Verify Ethernet port lights (RJ-45):
–
Green (left): network is connected.
–
Amber (right): network is showing activity.
Common issues and possible solutions 131
Items
Procedures
7.
Test with HP Support Assistant in Windows.
8.
Diagnose with HP PC Hardware Diagnostics (UEFI) to isolate a hardware
issue from a software issue.
9.
Examine Ethernet ports on the computer, docking station, and wall for
damage, dust, obstructions.
10. Update drivers: Verify that Ethernet module is displayed in Device
Manager and be sure that device driver is up to date. If updating drivers
does not help, try rolling back to previous drivers.
11. Reset BIOS to Default: If other devices can connect to network, but
computer cannot connect, a BIOS setting might be the cause of the
problem. Restore BIOS to default.
12. Test with verified working operating system or perform operating system
recovery to verify that the issue is not caused by customized settings.
13. Replace system board and verify that the issue is fixed.
Network connectivity wireless (WLAN)
Items
Procedures
Symptoms
Possible causes
●
Unable to find networks (yellow bang)
●
Connection dropouts
●
Slow performance
HP Support Assistant tool - No network detected in
HPSA
Network source, cable, connection, wireless module, driver, settings.
Troubleshooting steps
1.
Turn off the computer’s wired network (remove RJ-45 cable).
2.
Examine environment for interference, such as cell phone or microwave,
that may emit high frequencies (above 1 GHz).
3.
Verify wireless source by moving computer closer to the wireless base/
router.
4.
Test with different wireless networks and check with your IT department for
hardware compatibility, settings.
5.
Verify that the wireless light is on. If the light is amber, press the wireless
button to enable the wireless device.
6.
Test with HP Support Assistant in Windows.
7.
Diagnose with HP PC Hardware Diagnostics (UEFI) to isolate a hardware
issue from a software issue.
8.
Update drivers: Verify that wireless module is displayed in Device Manager
and be sure that wireless drivers are up to date using www.hp.com or HP
Support Assistant. If updating drivers does not help, try rolling back to
previous drivers.
9.
Reset BIOS to Default: If other devices can connect to your wireless
network, but your computer cannot connect, a BIOS setting might be the
cause of the problem. Restore BIOS to default.
Wireless Adapter Properties - U-APSD support
10. Configure power management advanced settings as necessary.
132 Chapter 8 Troubleshooting guide
Items
Procedures
In the example to the left, U-APSD support (Unscheduled Automatic Power
Save Delivery) is changed to Disabled to resolve an incompatible access
point. If disabling U-APSD improves the throughput issue, check with the
access point provider for updated firmware that resolves the issue.
11. Test with verified working operating system or perform operating system
recovery to verify that the issue is not caused by customized settings.
12. Test with a verified working wireless module.
The sections below are intended for authorized service providers/technicians.
1.
Verify that the wireless module and its antenna cables are fully inserted
and in good condition (see WLAN module removal and replacement
section). Reseat wireless module and antenna connection.
2.
Verify module antenna cable connection are not loose.
3.
Verify antenna cables are properly connected to the MAIN and AUX
terminals (see WLAN module removal and replacement section).
WWAN
Items
Procedures
Symptom
Possible causes
Unable to find networks/service
Network source, cable, connection, driver, settings.
Troubleshooting steps
1.
Update to the latest driver and utility.
2.
Check with network service provider for signal coverage.
3.
Make sure signal strength is good.
4.
Make sure your service is active.
The sections below are intended for authorized service providers/technicians.
●
Verify module and antenna cable connections are not loose.
●
Verify antenna cables are properly connected to the correct terminals. For example, the
antenna cable labeled “1” connects to the “Main” terminal labeled “1”. The antenna cable
labeled “2” connects to the “Aux” terminal labeled “2”.
Common issues and possible solutions 133
USB
Items
Procedures
Symptoms
Possible causes
●
USB devices are not recognized
●
USB devices are not charging
USB devices do not have the latest software drivers, port insufficient power, or not
compliant.
NOTE:
Examples of USB device Not Recognized
134 Chapter 8 Troubleshooting guide
USB Type-C uses a different connector entirely
Troubleshooting steps
1.
Unplug USB device and/or restart the computer (wait for 2-5 minutes) to reset USB
port/hub in case of power surge.
2.
Soft Reset (9. Soft reset (Default Settings) on page 99) and verify if USB device is
recognized.
3.
Verify if USB device is recognized in Device Manager > Universal Serial Bus
Controller, or USB is recognized without Yellow bang.
4.
Verify if the latest USB driver or/and USB chipset driver are installed. USB driver
could be removed and reinstalled.
5.
Make sure USB device is supported, for example, USB 3.0 device requires more
power drawn (0.9A) from USB port than USB 2.0 device (0.5A). As a result, identify
USB charging port to be used for charging a USB device, or an external AC power
adapter may be required for an external USB storage to work properly.
6.
Test with verified working USB devices (keyboard, mouse, USB key) to make sure
USB ports are functional.
7.
Test USB device on a verified working computer to make sure USB device is not
malfunctioning.
Smart card reader
Items
Procedures
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
1.
Verify card reader removal policy.
2.
Make sure there is no physical damage to the card.
3.
Inspect the ends of the memory cards for dirt or material closing a hole or
spoiling a metal contact. Clean the contacts with a lint-free cloth and small
amounts of isopropyl alcohol. Replace the memory card if necessary.
4.
Reinstall and update the drivers for the card reader.
5.
Make sure the smart card reader is compliant with ISO 7816 Class A, B, and C.
6.
Reinsert the card reader with correct face as described in its documentation.
7.
Check reader function with a verified working card.
CAUTION: If the card reader has an in-use indicator light, do not insert or remove
memory cards while the light is flashing. Doing so may cause loss of data on the card
or may permanently damage the card reader.
Common issues and possible solutions 135
Speaker, headphone - audio issues
Items
Procedures
Symptoms
Possible causes
●
No sound from external or
internal speakers
●
Distorted sound, too soft, too
loud, intermittent
Volume turned down, sound card not recognized, malfunctioning hardware, electronic
interference.
Troubleshooting steps
1.
Remove any device connected to the Audio jack to enable the internal speaker.
2.
Close all open programs.
3.
Adjust volume by pressing Fn + F6/F7. Be sure that volume button light is not amber
(mute).
- or Adjust Windows volume control by clicking the speaker icon on the Windows taskbar. Be
sure that the sound is not muted.
4.
Verify that sound card is detected in Windows Device Manager.
5.
Reinstall the latest audio driver.
6.
Test audio device using HP PC Hardware Diagnostics (UEFI) tool (F2 > Component Tests
> Audio).
7.
Test with a verified working operating system. If issue is resolved, restore full operating
system.
8.
Test with verified working external speakers or headset.
9.
Reseat internal speaker connections.
10. Test with verified working internal speakers.
11. Replace internal speakers.
No sound from headphones
No sound from external speakers
1.
Adjust volume by pressing Fn + F6/F7. Be sure that volume button light is not amber
(mute). Or adjust Windows volume control by clicking the speaker icon on the Windows
taskbar. Be sure that the sound it not muted.
2.
Check headphone cable connection.
3.
Test with a verified working audio board.
4.
Replace audio board and verify the change.
1.
Verify that external speakers are turned on.
2.
Disconnect headphones from headphone jack.
3.
Adjust volume by pressing Fn + F6/F7. Be sure that volume button light is not amber
(mute).
- or Adjust Windows volume control by clicking the speaker icon on the Windows taskbar. Be
sure that the sound is not muted.
4.
136 Chapter 8 Troubleshooting guide
Check for possible interference devices nearby that may impact the audio (cell phone or
portable communications handset.)
Thunderbolt (TB)
Items
Procedures
Symptom
Possible causes
Thunderbolt device not working
BIOS, drivers, and user settings.
Troubleshooting steps
1.
Update to the latest BIOS and choose appropriate TB Port settings.
2.
Reset User Account Settings to default.
3.
Update Intel Thunderbolt software that includes firmware version (for TB controller), driver
version (operating system driver), and application version.
4.
Verify that TB device is detected in Windows Device Manager.
5.
Verify TB port, cable and connection.
6.
Test with a verified working TB board, if possible.
NOTE: Thunderbolt is new technology. Thunderbolt cable and Thunderbolt device must be
compatible with Windows. To determine whether your device is Thunderbolt Certified for
Windows, see https://thunderbolttechnology.net/products.
Common issues and possible solutions 137
Storage
NOTE:
●
Back up all critical data prior to drive troubleshooting.
●
Prior to 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.
●
Diagnose the hard drive using BIOS, Diagnostics built in the shipping image, or an external USB
(http://www8.hp.com/us/en/campaigns/hpsupportassistant/pc-diags.html?
jumpid=va_r602_us/en/any/pps/pl_ot_ob_ds_pd/HP_PC_Hardware_Diagnostics_cc/dt).
●
The drive quick test is recommended to quickly (less than 10 minutes) identify the malfunctioning drive.
If the issue still exists, run Extensive Test (more than 2 hours, or loop mode, which will run until an error
occurs).
●
If any test fails, record failure code and contact support for instructions on how to order a replacement
hard drive.
●
If all of the tests pass, the hard drive is not damaged. As a rule, HP will not replace a hard drive under
warranty that does not fail the HP Hard Drive Self-Test.
●
If there is no physical problem with the hard drive (or memory), then try reinstalling the Windows
operating system to troubleshoot the problem.
138 Chapter 8 Troubleshooting guide
Hard drive/solid-state drive not recognized
Items
Procedures
Symptom
Possible causes
Hard drive is not recognized during
POST
Loose connection, faulty hard drive, faulty drive configuration/BIOS setting.
Troubleshooting steps
1.
Perform a hard reset (8. Hard reset on page 98).
2.
Reset BIOS to default.
3.
Verify hard drive connection and flex cable. Reseat hard drive and cable connection. For
multiple storage devices, keep the primary drive with the operating system and remove
other devices.
4.
Use the HP Hardware Diagnostics tool to verify the drive is recognized and test it.
5.
If the hard drive fails diagnostics, record failure and have the drive replaced.
6.
Identify when the issue is related to software. If the hard drive passes diagnostics, test
the drive on a verified working computer. If the failure follows the drive, reinstall the
operating system to make sure software is not an issue.
7.
Test with a verified working hard drive. If it is still not recognized, the system board is
faulty.
NOTE: If the drive is seen in BIOS and Diagnostics, try a secure erase prior to replacing a
drive as this may resolve related issues.
No boot to operating system (no read/write error)
Items
Procedures
Symptoms
Possible causes
●
Post error message: Boot Device
not found (3F0)
●
Hang when booting to operating
system
Operating system, loose connection, faulty hard drive, BIOS configuration, Secure Boot.
Troubleshooting steps
1.
Verify if Secure Boot is enabled in BIOS. Secure Boot prevents legacy boot devices from
starting the computer, including bootable CDs and DVDs. For more information, see
http://support.hp.com/us-en/document/c03653226.
2.
Reset BIOS to default. Be sure that BIOS Boot Mode in Boot Option is set up properly
for bootable device and its operating system (i.e., UEFI Native for Windows 8).
Another example, choosing Legacy Boot Order for an UEFI device will cause "Boot
Device not found (3F0)" error.
Note
3.
Verify hard drive connection and flex cable. Reseat connection. For multiple storage
devices, keep the primary drive with the operating system and remove other devices.
4.
Use PC Hardware Diagnostics tool to test. Record failure code and have the hard drive
replaced.
5.
If there is no error, reinstall the operating system using HP Restore.
6.
Test with a verified working operating system hard drive, if available.
If there is a hard drive POST error message, see POST Error Messages and User Actions
on page 149.
Common issues and possible solutions 139
Read-write error
Items
Procedures
Symptoms
Possible causes
●
Post error message (i.e., error
code 301)
●
Hang when working on data, files,
documents
Note
Loose connection, faulty hardware.
Troubleshooting steps
1.
Perform a hard reset (8. Hard reset on page 98).
2.
Reset BIOS to default (9. Soft reset (Default Settings) on page 99).
3.
Verify drive connection and flex cable. Reseat connection (10. Reseat cables and
connections on page 99).
4.
Use the HP Hardware Diagnostics tool to test. If failed, record failure code and have the
hard drive replaced.
5.
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.
6.
Test with a verified working hard drive. If it is not recognized, the system board is
faulty.
If there is a hard drive POST error message, see POST Error Messages and User Actions
on page 149.
Slow performance
Items
Procedures
Symptoms
Possible causes
Slow performance even when
performing small read/write
operations
Operating system files, hard drive is full.
Troubleshooting steps
1.
Transfer data from the hard drive to create more space. Microsoft recommends at least
200 MB to sync system files.
2.
Perform disk defragmentation to consolidate fragmented data on the hard drive so it
will work more efficiently.
NOTE:
Tips & tricks
Do not defrag an SSD.
For optimal system performance, you need to place your operating system and all of your
most commonly used applications and files in the fastest hard drive (solid-state drive) and
fastest areas on the drive (primary partition of 200 GB max).
See http://h20564.www2.hp.com/hpsc/doc/public/display?
docLocale=en_US&docId=emr_na-c00816938. Also see Routine Maintenance for
Performance Improvement on page 152).
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 152 for
detailed troubleshooting steps.
140 Chapter 8 Troubleshooting guide
Noisy hard drive
IMPORTANT:
An SSD has no moving parts, so it does not make loud or clicking noise.
Depending on type and rotational speed, some hard drives will make more noise then others.
Not all noises are related to the fan or hard drive.
Items
Procedures
Symptoms
Possible causes
●
Loud noise from hard drive
BIOS, hard drive firmware, driver, faulty drive, power supply (AC adapter).
●
Clicking noise from hard drive
Troubleshooting steps
●
Still boots to operating system
and operates normally
1.
Update BIOS and hard drive firmware.
2.
Examine AC adapter to be sure that it is not faulty or overloaded. Disconnect all
peripherals (USB storages, dock, etc.).
3.
Remove hard drive to isolate the noise.
4.
Test the hard drive on a verified working computer if the noise continues. If the hard
drive makes the same noise or clicking sounds, the sounds are either normal sounds
for the hard drive or a fault with the hard drive.
5.
Verify original hard drive connection and flex cable. Reseat hard drive and connection.
6.
Run HP PC Hardware Diagnostics (UEFI). If failed, record failure code and have the hard
drive replaced.
7.
If no error with HP PC Hardware Diagnostics (UEFI), perform disk defragmentation
(some hard drives make a clicking noise when highly fragmented).
Tips & tricks
For optimal system performance, place your operating system and all of your most
commonly used applications and files on the fastest hard drive or solid-state drive and on
the fastest areas on the drive (primary partition of 200 GB max).
See http://h20564.www2.hp.com/hpsc/doc/public/display?
docLocale=en_US&docId=emr_na-c00816938. Also, see Routine Maintenance for
Performance Improvement on page 152).
Common issues and possible solutions 141
Mechanical
Fan error message - 90B
Items
Procedures
Symptoms
Possible causes
Fan error 90B at boot
Defective fan; out-of-date BIOS.
CAUTION: May lead to system
shutdown, data loss or possible system
damage.
●
The system fan is not spinning or not spinning properly (loose connection, fan is stuck
or defective).
●
The temperature inside the case is too high, and the fan cannot spin fast enough to
remove the heat due to an obstruction to air flow.
Troubleshooting steps
General actions
1.
Update BIOS and drivers (4. Update BIOS and drivers on page 90) or reset BIOS to
default. BIOS may implement new fan characteristics and updates for other
components.
2.
Perform a hard reset (8. Hard reset on page 98). Performing a hard reset can reset
recorded thermal values in memory.
Thermal-related issue
1.
2.
Verify thermal condition:
a.
Check fan and connection. Reseat fan cable.
b.
Be sure that no obstructions or dust are in heat sink fan, fin, or vent.
c.
Test fan using HP PC Hardware Diagnostics (UEFI) tool (6. HP Hardware
Diagnostics and Tools on page 91). Be sure that the fan is not producing loud
noise and that fan blades spin correctly.
d.
Test with a verified working fan.
e.
Remove old thermal compound and pads, and replace properly with new pads.
Verify thermal solution
▲
Note
Use Thermal Monitor tool (available only to authorized service providers/
technicians) to run stress test (processor and GPU) and verify that thermal
sensors are within limits after thermal condition is serviced.
BIOS currently omits fan presence detection to shorten boot time delay less than four
seconds. Therefore, the fan error is generated based on previous boot to operating system
that found system fan error.
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.
142 Chapter 8 Troubleshooting guide
Items
Procedures
See http://h20564.www2.hp.com/hpsc/doc/public/display?
docLocale=en_US&docId=emr_na-c01657439.
Noise (sound)
Items
Procedures
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.
Troubleshooting steps
1.
Inspect external power source and change to verified working one.
2.
Determine whether the noise comes from AC power adapter. Test with a verified
working AC adapter.
Disconnect external devices and all cables connected to the computer to isolate issue to
computer only.
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, refer to Fan runs
constantly on page 144.
Noisy hard drive
Determine whether the noise comes from the hard drive.
See Noisy hard drive on page 141.
Noisy optical drive
Noisy speaker
Noisy display
1.
Determine whether the noise comes from an optical drive.
2.
Remove CD/DVD from the optical drive.
1.
Determine whether the noise comes from speaker.
2.
Test with a verified working external headset/speaker.
Determine whether the noise comes from display panel (humming noise). Change display
frequency settings. See Display on page 123.
The section below is intended for authorized service providers/technicians.
1.
After disassembling the chassis, inspect components of the interior for excessive wear
or damage.
2.
If noise issues persist, proceed with process of elimination for battery, AC adapter, or
boards.
Common issues and possible solutions 143
Fan runs constantly
Items
Procedures
Symptoms
Possible causes
●
Fan never stops running
●
BIOS not up to date.
●
Generates heat
●
●
Decreased computer
performance
Thermal condition (fan, air flow)--fan may not be defective but must run constantly to
remove excess heat generated by electrical components.
●
Inappropriate configuration.
Troubleshooting steps
General actions
1.
Verify whether BIOS is set to Fan Always on while on AC Power F10 Setup. When
booting the computer, press F10 to open Setup, and then select Advanced > Built-In
Device Options Menu.
2.
Update BIOS and drivers (4. Update BIOS and drivers on page 90) and reset BIOS to
default. BIOS may implement new fan characteristics and updates for other
components.
3.
Perform a hard reset (8. Hard reset on page 98). Performing a hard reset can reset
recorded thermal values in memory.
Thermal-related issue
1.
2.
Verify fan is spinning. Reseat fan cable before moving to next step.
a.
Check fan and connection. Reseat fan cable.
b.
Be sure that no obstructions or dust are in heat sink fan, heat sink fin, or vent.
c.
Test fan using HP PC Hardware Diagnostics (UEFI) tool (6. HP Hardware
Diagnostics and Tools on page 91). Be sure that the fan is not producing loud
noise and that fan blades spin correctly.
d.
Test with a verified working fan.
e.
Replace the fan.
Verify thermal solution
Use Thermal Monitor tool (available only to authorized service providers/technicians)
(HP Thermal Monitor on page 94) to run stress test (processor and GPU) and verify that
thermal sensors are within limits after thermal condition is serviced.
User configuration
Change Power Options in Windows (i.e., choosing Balanced mode instead of High
performance). High performance and extensive graphics may cause the fan run constantly
to release the heat.
Notes
BIOS currently omits fan presence detection to shorten boot time delay less than four
seconds. Therefore, the fan error is generated based on previous boot to operating system
that found system fan error.
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:
144 Chapter 8 Troubleshooting guide
●
http://support.hp.com/us-en/document/c01007591.
●
http://h20564.www2.hp.com/hpsc/doc/public/display?
docLocale=en_US&docId=emr_na-c01657439.
Items
Procedures
●
http://h20564.www2.hp.com/hpsc/doc/public/display?
docLocale=en_US&docId=emr_na-c00816938.
Thermal shutdown (hot)
Items
Procedures
Symptoms
Possible causes
Similar to fan runs constantly issue
(Fan runs constantly on page 144)
BIOS not up to date, thermal condition (fan, air flow)
●
System shutdown
●
Abnormal heat
●
●
Troubleshooting steps
1.
Update BIOS and drivers (4. Update BIOS and drivers on page 90) and reset BIOS to
default. BIOS may implement new fan characteristics and updates for other component.
Continually running fan
2.
Decreased computer
performance
Perform a hard reset (8. Hard reset on page 98). Performing a hard reset can reset
recorded thermal values in memory.
3.
Determine whether you are using a correct AC adapter.
4.
Be sure to turn power off completely when putting a notebook in a travel bag.
Thermal-related issue
1.
2.
Verify thermal condition:
a.
Check fan and connection. Reseat fan cable.
b.
Be sure that no obstructions or dust are in heat sink fan, fin, or vent.
c.
Be sure that the notebook is not sitting on a hot surface that blocks vent intakes.
d.
Test fan using HP PC Hardware Diagnostics (UEFI) tool (6. HP Hardware Diagnostics
and Tools on page 91). Be sure that the fan is not producing a loud noise and that
fan blades spin correctly.
e.
Test with a verified working fan.
f.
Remove old thermal compound and pads, and replace properly with new pads.
Verify thermal solution:
○
Note
Use Thermal Monitor tool (available only to authorized service providers/
technicians) to run stress test (processor and GPU) and verify that thermal sensors
are within limits after thermal condition is serviced.
See http://h20564.www2.hp.com/hpsc/doc/public/display?docLocale=en_US&docId=emr_nac01657439.
Stuck power button
Items
Procedures
Symptoms
Possible causes
●
Rear power indicator light is on
Sticky or defective power button.
●
Will not turn on when power
button is pressed
Troubleshooting steps
●
Automatically powers on
General actions
1.
Perform a hard reset (8. Hard reset on page 98).
Common issues and possible solutions 145
Items
Procedures
2.
Perform a soft reset if system can turn on.
The sections below are intended for authorized service providers/technicians.
1.
Disassemble the unit.
2.
Inspect power button on the top cover and on the system board to make sure these
buttons moves freely.
Additional information
The following sections provide additional information that can be used during the troubleshooting process.
Acronyms
The following acronyms are used in this chapter.
Blue screen (BSOD)—A Windows error screen that can occur if a problem causes your computer to shut down
or restart unexpectedly. When you experience this type of error, you will not be able to see items such as the
Start menu or the taskbar when your computer is turned on. Instead you might see a blue screen with a
message that your computer ran into a problem and needs to restart.
CPU—Central processing unit
DIMM—Dual in-line memory module
Daughterboard—Type of circuit board that plugs into or is attached to the system board or similar expansion
card to extend its features and services.
GPU–Graphics processor unit
GTS–General Troubleshooting Step
HDD–Hard drive
KB–Keyboard
LVDS–Low-Voltage Differential Signaling
MSG–Maintenance and Service Guide
mWS–Mobile Workstations
WS–Workstations
OS–Operating system
PC–Personal computer
POST–Power-On Self-Test
SSD–Solid-state drive
TSG–Troubleshooting Guide
UEFI–Unified Extensible Firmware Interface
WLAN–Wireless local area network
WWAN–Wireless wide area network
146 Chapter 8 Troubleshooting guide
Blinking lights and boot error codes
The information below is from the white paper 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.
Table 8-7 Boot-error codes
Blink codes
Error
Amber battery light: blinks 1 Hz continuously
Embedded Controller unable to load firmware
Caps/num lock lights = 1 blink
Processor not executing code
Caps/num lock lights = 2 blinks
BIOS recovery code unable to find valid BIOS recovery image
Caps/num lock lights = 3 blinks
Memory module error
Caps/num lock lights = 4 blinks
Graphics controller error
Caps/num lock lights = 5 blinks
System board error
Caps/num lock lights = 6 blinks
Intel Trusted Execution Technology (TXT) Error
Caps/num lock lights = 7 blinks
Sure Start unable to find valid BIOS Boot Block image
Caps/num lock lights = 8 blinks
Sure Start has identified a problem (Manual Recovery Policy Set)
Processor not executing code
This computer has experienced a problem due to the failure of certain code to execute, resulting in a failed
startup of the processor. The issue could be related to the processor or the system board in the computer. If
the processor is socketed, be sure that the processor is seated correctly in the socket. If this error reoccurs,
refer to General troubleshooting steps on page 86.
NOTE: The computer will attempt to notify you of this problem through a series of blinking lights. When you
attempt to turn on the computer from an “Off” or “Hibernated” state, lights associated with the caps lock and
num lock keys will both blink once followed by a pause, and then continue in a repeating pattern.
BIOS recovery code unable to find valid BIOS recovery image
This computer has experienced a problem in locating a valid BIOS image, resulting in a failed startup. This
problem may be resolved by placing a clean copy of the system BIOS on a USB key or in the appropriate hard
drive directory and performing a reboot. If this error reoccurs, refer to General troubleshooting steps
on page 86.
NOTE: The computer will attempt to notify you of this problem through a series of blinking lights. When you
attempt to turn on the computer from an “Off” or “Hibernated” state, lights associated with the caps lock and
num lock keys will both blink twice followed by a pause, and then continue in a repeating pattern.
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.
Additional information 147
NOTE: The computer will attempt to notify you of this problem through a series of blinking lights. When you
attempt to turn on the computer from an “Off” or “Hibernated” state, lights associated with the caps lock and
num lock keys will both blink three times followed by a pause, then continue in a repeating pattern.
Graphics Controller Error (No Controller)
This computer has experienced a graphics controller initialization problem resulting in a failed startup. This
issue may be related to the graphics controller in your machine. This problem may be resolved by ensuring
that the graphics controller module is seated correctly in machines with modular graphics. If this error
reoccurs, a service event is required to identify the source of the error and take the appropriate corrective
action.
NOTE: The computer will attempt to notify you of this problem through a series of blinking lights. When you
attempt to turn on the computer from an “Off” or “Hibernated” state, lights associated with the caps lock and
num lock keys will both blink four times followed by a pause, then continue in a repeating pattern.
Failure - System Board Error
This computer has experienced a system board initialization problem resulting in a failed startup. This issue
may be related to the system board in the computer. A service event is required to identify the source of the
error and take the appropriate corrective action.
NOTE: The computer will attempt to notify you of this problem through a series of blinking lights. When you
attempt to turn on the computer from an “Off” or “Hibernated” state, lights associated with the caps lock and
num lock keys will both blink five times followed by a pause, then continue in a repeating pattern.
Intel Trusted Execution Technology (TXT) Error
This computer has experienced a problem related to the Intel Trusted Execution Technology resulting in a
failed startup. The error occurs when all of the following are true:
●
The Intel Trusted Execution Technology (TXT) has been enabled on the computer.
●
Policies have been set to prevent startup if the BIOS measurement has changed.
●
The BIOS measurement has changed.
For more information about Intel TXT, go to http://www.intel.com/content/dam/www/public/us/en/
documents/white-papers/trusted-execution-technology-security-paper.pdf.
A service event is required to resolve this issue.
NOTE: The computer will attempt to notify you of this problem through a series of blinking lights. When you
attempt to turn on the computer from an “Off” or “Hibernated” state, lights associated with the caps lock and
num lock keys will both blink six times followed by a pause, then continue in a repeating pattern.
Sure Start unable to find valid BIOS Boot Block image
This computer has experienced a problem in locating a valid BIOS image, resulting in a failed startup. A service
event is required to identify the source of the error and take appropriate corrective action.
NOTE: The computer will attempt to notify you of this problem through a series of blinking lights. When you
attempt to turn on the computer from an “Off” or “Hibernated” state, lights associated with the caps lock and
num lock keys will both blink seven times followed by a pause, then continue in a repeating pattern.
148 Chapter 8 Troubleshooting guide
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. To proceed with the repair, press and hold the following keys: <ESC>
+<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, a service event is required to identify the source of the error and
take appropriate corrective action.
NOTE: The computer will attempt to notify you of this problem through a series of blinking lights. When you
attempt to turn on the computer from an “Off” or “Hibernated” state, lights associated with the caps lock and
num lock keys will both blink eight times followed by a pause, then continue in a repeating pattern.
POST Error Messages and User Actions
Test description
Failure descriptions
Error code
Possible user actions
Product
information
Invalid value
00A
Contact support for assistance.
Startup test
Memory module
200
Attempt to reseat the memory module and then repeat the test.
See http://h20566.www2.hp.com/portal/site/hpsc/template.PAGE/
action.process/public/kb/docDisplay/?
javax.portlet.action=true&spf_p.tpst=kbDocDisplay&javax.portlet.begCac
heTok=com.vignette.cachetoken&spf_p.prp_kbDocDisplay=wsrpinteractionState%3DdocId%253Demr_na-c01443371%257CdocLocale
%253Den_US%257CcalledBy
%253D&javax.portlet.endCacheTok=com.vignette.cachetokenfor details
on troubleshooting issues related to the memory module.
If the memory module still fails, contact support.
Startup test
Hard Disk 1 SMART
301
Attempt to reseat the hard drive and repeat the test.
The hard disk drive may have failed. Contact support for assistance.
Startup test
Hard Disk 2 SMART
302
The hard drive may have failed. Contact support for assistance.
Startup test
Hard Disk 1 Quick
303
The hard drive may have failed. Contact support for assistance.
Startup test
Hard Disk 2 Quick
304
The hard drive may have failed. Contact support for assistance.
Run-in test
Memory module
200
Attempt to reseat the memory module and then repeat the test.
See http://h20566.www2.hp.com/portal/site/hpsc/template.PAGE/
action.process/public/kb/docDisplay/?
javax.portlet.action=true&spf_p.tpst=kbDocDisplay&javax.portlet.begCac
heTok=com.vignette.cachetoken&spf_p.prp_kbDocDisplay=wsrpinteractionState%3DdocId%253Demr_na-c01443371%257CdocLocale
%253Den_US%257CcalledBy
%253D&javax.portlet.endCacheTok=com.vignette.cachetoken for details
on troubleshooting issues related to the memory module.
If the memory module still fails, contact support.
Run-in test
Hard Disk 1 SMART
301
Attempt to reseat the hard drive and repeat the test.
The hard drive may have failed. Contact support for assistance.
Run-in test
Hard Disk 2 SMART
302
The hard drive may have failed. Contact support for assistance.
Run-in test
Hard Disk 1 Quick
303
The hard drive may have failed. Contact support for assistance.
Run-in test
Hard Disk 2 Quick
304
The hard drive may have failed. Contact support for assistance.
Additional information 149
Test description
Failure descriptions
Error code
Possible user actions
Hard Disk Test
Hard Disk 1 SMART
301
Attempt to reseat the hard drive and repeat the test.
The hard drive may have failed. Contact support for assistance.
Hard Disk Test
Hard Disk 2 SMART
302
The hard drive may have failed. Contact support for assistance.
Hard Disk Test
Hard Disk 1 Quick
303
The hard drive may have failed. Contact support for assistance.
Hard Disk Test
Hard Disk 2 Quick
304
The hard drive may have failed. Contact support for assistance.
Hard Disk Test
Hard Disk 1 Full
305
The hard drive may have failed. Contact support for assistance.
Hard Disk Test
Hard Disk 2 Full
306
The hard drive may have failed. Contact support for assistance.
Boot Device
Manager
Boot device not found
3F0
Indicates a potential problem with the hard drive. Please run the hard
drive test.
See http://h20566.www2.hp.com/portal/site/hpsc/template.PAGE/
action.process/public/kb/docDisplay/?
javax.portlet.action=true&spf_p.tpst=kbDocDisplay&javax.portlet.begCac
heTok=com.vignette.cachetoken&spf_p.prp_kbDocDisplay=wsrpinteractionState%3DdocId%253Demr_na-c00439024%257CdocLocale
%253Den_US%257CcalledBy
%253D&javax.portlet.endCacheTok=com.vignette.cachetokenfor more
information.
Boot Device
Manager
Hard Disk 1 Error
Boot Device
Manager
Hard Disk 2 Error
Boot Device
Manager
Hard Disk 1 SMART
Boot Device
Manager
Hard Disk 2 SMART
3F1
Indicates a potential problem with the hard drive. Run the hard drive test.
See http://h20566.www2.hp.com/portal/site/hpsc/template.PAGE/
action.process/public/kb/docDisplay/?
javax.portlet.action=true&spf_p.tpst=kbDocDisplay&javax.portlet.begCac
heTok=com.vignette.cachetoken&spf_p.prp_kbDocDisplay=wsrpinteractionState%3DdocId%253Demr_na-c00439024%257CdocLocale
%253Den_US%257CcalledBy
%253D&javax.portlet.endCacheTok=com.vignette.cachetoken for more
information.
3F2
Indicates a potential problem with the hard drive. Run the hard drive test.
See http://h20566.www2.hp.com/portal/site/hpsc/template.PAGE/
action.process/public/kb/docDisplay/?
javax.portlet.action=true&spf_p.tpst=kbDocDisplay&javax.portlet.begCac
heTok=com.vignette.cachetoken&spf_p.prp_kbDocDisplay=wsrpinteractionState%3DdocId%253Demr_na-c00439024%257CdocLocale
%253Den_US%257CcalledBy
%253D&javax.portlet.endCacheTok=com.vignette.cachetoken for more
information.
301
Indicates a potential problem with the hard drive. Run the hard drive test.
See http://h20566.www2.hp.com/portal/site/hpsc/template.PAGE/
action.process/public/kb/docDisplay/?
javax.portlet.action=true&spf_p.tpst=kbDocDisplay&javax.portlet.begCac
heTok=com.vignette.cachetoken&spf_p.prp_kbDocDisplay=wsrpinteractionState%3DdocId%253Demr_na-c00439024%257CdocLocale
%253Den_US%257CcalledBy
%253D&javax.portlet.endCacheTok=com.vignette.cachetoken for more
information.
150 Chapter 8 Troubleshooting guide
302
Indicates a potential problem with the hard drive. Run the hard drive test.
See http://h20566.www2.hp.com/portal/site/hpsc/template.PAGE/
action.process/public/kb/docDisplay/?
javax.portlet.action=true&spf_p.tpst=kbDocDisplay&javax.portlet.begCac
heTok=com.vignette.cachetoken&spf_p.prp_kbDocDisplay=wsrpinteractionState%3DdocId%253Demr_na-c00439024%257CdocLocale
Test description
Failure descriptions
Error code
Possible user actions
%253Den_US%257CcalledBy
%253D&javax.portlet.endCacheTok=com.vignette.cachetoken for more
information.
BIOS Recovery
BIOS Recovery
Occurred
500
This message indicates that BIOS recovery was completed successfully. No
further action is required.
BIOS Application
BIOS Application Error
501
The BIOS installation may have become corrupted. Download the latest
version of the BIOS and install it. See 4. Update BIOS and drivers
on page 90 for more information.
If reinstalling the BIOS fails, contact support for further assistance.
CMOS Recovery
CMOS Recovery
Occurred
502
This message indicates that CMOS recovery was completed successfully.
No further action is required.
Battery Check
Primary Battery
Replace
601
This indicates that the primary battery has very low capacity. See
http://h20566.www2.hp.com/portal/site/hpsc/template.PAGE/
action.process/public/kb/docDisplay/?
javax.portlet.action=true&spf_p.tpst=kbDocDisplay&javax.portlet.begCac
heTok=com.vignette.cachetoken&spf_p.prp_kbDocDisplay=wsrpinteractionState%3DdocId%253Demr_na-c00821536%257CdocLocale
%253Den_US%257CcalledBy
%253D&javax.portlet.endCacheTok=com.vignette.cachetoken for details
on using the HP Support Assistant to verify the battery capacity and, if
necessary, order a replacement.
Battery Check
Secondary Battery
Replace
602
This indicates that the secondary battery has very low capacity. See
http://h20566.www2.hp.com/portal/site/hpsc/template.PAGE/
action.process/public/kb/docDisplay/?
javax.portlet.action=true&spf_p.tpst=kbDocDisplay&javax.portlet.begCac
heTok=com.vignette.cachetoken&spf_p.prp_kbDocDisplay=wsrpinteractionState%3DdocId%253Demr_na-c00821536%257CdocLocale
%253Den_US%257CcalledBy
%253D&javax.portlet.endCacheTok=com.vignette.cachetoken for details
on using the HP Support Assistant to verify the battery capacity and, if
necessary, order a replacement.
Wireless Module
Not installed or
responding
701
Reseat the wireless LAN adapter module, if your notebook supports it.
Fan not operating
correctly
90B
Fan
Because seating or reseating a wireless LAN adapter is unique to each
computer model. For more information, see the chapter titled “Removal
and replacement procedures for Customer Self-Repair parts.”
The system fan may be malfunctioning.
For information on 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. See
http://h20566.www2.hp.com/portal/site/hpsc/template.PAGE/
action.process/public/kb/docDisplay/?
javax.portlet.action=true&spf_p.tpst=kbDocDisplay&javax.portlet.begCac
heTok=com.vignette.cachetoken&spf_p.prp_kbDocDisplay=wsrpinteractionState%3DdocId%253Demr_na-c01684768%257CdocLocale
%253Den_US%257CcalledBy
%253D&javax.portlet.endCacheTok=com.vignette.cachetoken for details.
If the system fan continues to malfunction, contact support.
Additional information 151
Routine Maintenance for Performance Improvement
See 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.
Tasks
Weekly
Perform a system tune up.
X
Run Windows Update.
X
Scan for and remove viruses.
X
Scan for and remove spyware and adware.
X
Empty the Recycle Bin.
X
Delete temporary Internet files.
X
Monthly
Back up user files.
X
Create a restore point.
X
Defragment the hard drive.
X
Run Scan Disk.
X
Occasionally
Clean the exterior of the computer.
X
Close programs that are not being used.
X
Prevent programs from loading at startup.
X
Common Blue Screen Error Messages
Error message list
The following image shows an example of one possible “https://msdn.microsoft.com/en-us/library/windows/
hardware/hh994433(v=vs.85).aspx” from Microsoft:
The hexadecimal number following the word "STOP" is called the bug check code or Stop code. This is the
most important item on the screen.
Bug check symbolic names
Each bug check code also has an associated symbolic name. In the example, the screen shows
https://msdn.microsoft.com/en-us/library/windows/hardware/ff559209(v=vs.85).aspx (MISMATCHED_HAL).
152 Chapter 8 Troubleshooting guide
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.
●
Be sure that any expansion board is properly seated and all cables are completely connected.
●
Confirm that any new hardware that is installed is compatible with the installed version of Windows.
●
If new device drivers or system services have been added recently, try removing or updating them.
NOTE: Use safe mode when removing or disabling components. Safe mode loads only the minimum
required drivers and system services during the Windows startup. To enter safe mode, restart your
computer and press F8 at the menu that displays the operating system choices. At the resulting
Windows Advanced Options menu, choose Safe Mode.
●
Run a virus detection program. Viruses can infect all types of hard drives formatted for Windows, and
resulting drive corruption can generate system bug check codes. Be sure that the virus detection
program checks the Master Boot Record for infections.
●
Verify that the system has the latest service pack installed. To detect which service pack, if any, is
installed on your system, click Start, click Run, type winver, and then press Enter. The About Windows
dialog box displays the Windows version number and the version number of the service pack, if one has
been installed.
●
Disable BIOS memory options such as caching or shadowing.
●
Check the System Log and Application Log in Event Viewer to see if any additional error messages have
been logged recently. These might pinpoint the cause of the error.
Use Windows Debugging Tool
The https://msdn.microsoft.com/library/windows/hardware/ff551063%20(v=vs.85).aspx is one of the
primary tools used by Microsoft software developers to analyze and resolve errors that result in memory
dumps. Use the tool 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. This is a Microsoft tool supported by Microsoft.
Additional information 153
Windows Software Development Kit (SDK)
1.
Download the SDK from the following link:
https://dev.windows.com/en-US/downloads/windows-10-sdk
2.
Set up the SDK in the configuration window (Windows 10 shown).
3.
Select features to install.
154 Chapter 8 Troubleshooting guide
4.
Run the SDK as an administrator.
5.
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 155
6.
Open the crash dump file.
156 Chapter 8 Troubleshooting guide
7.
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 157
Display Issue: Pixel Anomalies
All HP notebook displays adhere to strict quality and reliability specifications. A small percentage of display
panels may have minor cosmetic manufacturing anomalies or irregularities such as bright or dark dots in the
viewable area. These cosmetic imperfections are common to all display panel types and are not specific to
any HP model or product line.
All display panel defects should be examined at the highest possible resolution using both the brightest and
darkest possible backgrounds, because some sub-pixel failures may not be readily visible under certain
conditions.
●
Type 1: Bright dot on a dark background = Always On
●
Type 2: Dark dot on a bright background = Always Off
●
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.
Source: http://support.hp.com/us-en/document/c00035844
Table 8-8 Electrical defect allowances
Panel resolution
Accept
Reject
N ≤ 2 Type 1
N ≥ 3 Type 1
Sub-pixel faults
VGA, SVGA, SD, WSVGA, XGA, 720p, SD+, WXGA, HD
N ≤ 2 Type 2
WXGA+, SXGA+, HD+, SXGA+
N ≤ 3 Type 1
N ≥ 4 Type 1
N ≤ 3 Type 2
WSXGA+, UXGA, FHD, WUXGA
N ≤ 4 Type 1
N ≥ 5 Type 1
N ≤ 4 Type 2
QHD, QHD+, WQXGA, UD
N ≤ 5 Type 1
N ≥ 6 Type 1
N ≤ 5 Type 2
Electrical defect clusters (defects within a 5x5 pixel block)
Minimum distance between ANY allowable defects (unless otherwise specified)
S ≥ 25 mm
S < 25 mm
Cluster with 2 or more sub-pixels with sub-pixel faults
Not allowed
Dim lines
Not allowed
Cross line(s) on/off
Not allowed
Horizontal line(s) on/off
Not allowed
Vertical line(s) on/off
Not allowed
NOTE: All LCD panel defects should be examined at the highest possible resolution using both the brightest
and darkest possible backgrounds, as some sub-pixel failures may not be readily visible under certain
conditions.
NOTE:
Contact support for assistance if issues are not listed.
158 Chapter 8 Troubleshooting guide
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.
●
When possible, handle cables by the connector or pull-strap.
●
Route cables in such a way that they cannot be caught or snagged by parts being removed or replaced.
●
Keep cables away from direct contact with major heat sources, such as the heat sink. (Some air flow
guides have a cable guide that lets you route cables safely around the heat sink.)
●
Do not jam cables on top of daughterboards or memory modules (DIMMs). Circuit cards and DIMMs are
not designed to take excessive pressure.
●
Keep cables clear of any movable or rotating parts (such as a fan) to prevent them from being cut or
crimped when the component is lowered into its normal position.
●
In all cases, avoid bending or twisting the cables. Do not bend any cable sharply. A sharp bend can break
the internal wires.
●
Do not rely on components like the keyboard or service door to push cables down internally. Always
position the cables to lay properly by themselves or in the cable guides and chassis areas designed for
cable routing.
CAUTION: Always release connector latch before removing the cable. Otherwise, pulling the cable could
damage the cable pins and result in a failed device.
Additional information 159
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:
1.
Squeeze on the top of the retaining latch attached to the cable end of the connector.
2.
Grasp the cable end of the connector and pull it straight out.
CAUTION: Always release connector latch before removing the cable. Otherwise, pulling the cable could
damage the cable pins and result in a failed device.
Horizontal installation cable
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 flat tool to push evenly into
receptacle.
160 Chapter 8 Troubleshooting guide
Multi-pin horizontal insert connector (LVDS cable to display panel)
Insert procedure:
1.
Slide connector evenly into receptacle on same horizontal plane as PCB connector.
2.
Pull lock bar to insert and push both side connector horizontally to firmly lock.
3.
Tape down lock bar over the panel to hold in position.
Reverse the procedure above to remove the connector:
1.
Remove tape.
2.
Pull up bar (pull tape) and release the lock with the PCB connector.
3.
Pull to the direction in parallel with PCB to withdraw the connector.
Multi-pin vertical insert connector (LVDS cable to system board)
●
Remove the connector gasket prior to removing the connector.
●
Use flat tool under the connector to remove evenly. Do not pull on the cable to remove.
●
Press evenly when reseating/reconnecting/installing the connector.
For more information about cable management, see Cable management on page 159.
Additional information 161
9
Computer Setup (BIOS), TPM, and HP Sure
Start
Using Computer Setup
Computer Setup, or Basic Input/Output System (BIOS), controls communication between all the input and
output devices on the system (such as disk drives, display, keyboard, mouse, and printer). Computer Setup
includes settings for the types of devices installed, the startup sequence of the computer, and the amount of
system and extended memory.
NOTE: Use extreme care when making changes in Computer Setup. Errors can prevent the computer from
operating properly.
Starting Computer Setup
▲
Turn on or restart the computer, and when the HP logo appears, press f10 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.
1.
Turn on or restart the computer, and when the HP logo appears, press f9 to enter the Boot Device
Options menu.
2.
Clear the check box for Fast Boot.
3.
To save your changes and exit, select the Save icon in the lower-right corner of the screen, and then
follow the on-screen instructions.
– or –
Select Main, select Save Changes and Exit, and then press enter.
Your changes go into effect when the computer restarts.
Navigating and selecting in Computer Setup
●
To select a menu or a menu item, use the tab key and the keyboard arrow keys and then press enter, or
use a pointing device to select the item.
●
To scroll up and down, select the up arrow or the down arrow in the upper-right corner of the screen, or
use the up arrow key or the down arrow key on the keyboard.
●
To close open dialog boxes and return to the main Computer Setup screen, press esc, and then follow
the on-screen instructions.
162 Chapter 9 Computer Setup (BIOS), TPM, and HP Sure Start
To exit Computer Setup menus, choose one of the following methods:
●
To exit Computer Setup menus without saving your changes:
Select the Exit icon in the lower-right corner of the screen, and then follow the on-screen instructions.
– or –
Select Main, select Ignore Changes and Exit, and then press enter.
●
To save your changes and exit Computer Setup menus:
Select the Save icon in the lower-right corner of the screen, and then follow the on-screen instructions.
– or –
Select Main, select Save Changes and Exit, and then press enter.
Your changes go into effect when the computer restarts.
Restoring factory settings in Computer Setup
NOTE:
Restoring defaults will not change the hard drive mode.
To return all settings in Computer Setup to the values that were set at the factory, follow these steps:
1.
Start Computer Setup. See Starting Computer Setup on page 162.
2.
Select Main, and then select Apply Factory Defaults and Exit.
NOTE: On select products, the selections may display Restore Defaults instead of Apply Factory
Defaults and Exit.
3.
Follow the on-screen instructions.
4.
To save your changes and exit, select the Save icon in the lower-right corner of the screen, and then
follow the on-screen instructions.
– or –
Select Main, select Save Changes and Exit, and then press enter.
Your changes go into effect when the computer restarts.
NOTE:
Your password settings and security settings are not changed when you restore the factory settings.
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.
Determining the BIOS version
To decide whether you need to update Computer Setup (BIOS), first determine the BIOS version on your
computer.
BIOS version information (also known as ROM date and System BIOS) can be accessed by pressing fn+esc (if
you are already in Windows) or by using Computer Setup.
Using Computer Setup 163
1.
Start Computer Setup. See Starting Computer Setup on page 162.
2.
Select Main, and then select System Information.
3.
To exit Computer Setup without saving your changes, select the Exit icon in the lower-right corner of the
screen, and then follow the on-screen instructions.
– or –
Select Main, select Ignore Changes and Exit, and then press enter.
To check for later BIOS versions, see Downloading a BIOS update on page 164.
Downloading a BIOS update
CAUTION: To reduce the risk of damage to the computer or an unsuccessful installation, download and
install a BIOS update only when the computer is connected to reliable external power using the AC adapter. Do
not download or install a BIOS update while the computer is running on battery power, docked in an optional
docking device, or connected to an optional power source. During the download and installation, follow these
instructions:
Do not disconnect power on the computer by unplugging the power cord from the AC outlet.
Do not shut down the computer or initiate Sleep.
Do not insert, remove, connect, or disconnect any device, cable, or cord.
1.
Type support in the taskbar search box, and then select the HP Support Assistant app.
– or –
Select the question mark icon in the taskbar.
2.
Select Updates, and then select Check for updates and messages.
3.
Follow the on-screen instructions.
4.
At the download area, follow these steps:
a.
Identify the most recent BIOS update and compare it to the BIOS version currently installed on your
computer. Make a note of the date, name, or other identifier. You may need this information to
locate the update later, after it has been downloaded to your hard drive.
b.
Follow the on-screen instructions to download your selection to the hard drive.
Make a note of the path to the location on your hard drive where the BIOS update is downloaded.
You will need to access this path when you are ready to install the update.
NOTE: If you connect your computer to a network, consult the network administrator before installing
any software updates, especially system BIOS updates.
BIOS installation procedures vary. Follow any instructions that are displayed on the screen after the download
is complete. If no instructions are displayed, follow these steps:
1.
Type file in the taskbar search box, and then select File Explorer.
2.
Select your hard drive designation. The hard drive designation is typically Local Disk (C:).
3.
Using the hard drive path you recorded earlier, open the folder that contains the update.
4.
Double-click the file that has an .exe extension (for example, filename.exe).
The BIOS installation begins.
5.
Complete the installation by following the on-screen instructions.
164 Chapter 9 Computer Setup (BIOS), TPM, and HP Sure Start
NOTE: After a message on the screen reports a successful installation, you can delete the downloaded file
from your hard drive.
Changing the boot order using the f9 prompt
To dynamically choose a boot device for the current startup sequence, follow these steps:
1.
Access the Boot Device Options menu:
●
2.
Turn on or restart the computer, and when the HP logo appears, press f9 to enter the Boot Device
Options menu.
Select a boot device, press enter, and then follow the on-screen instructions.
TPM BIOS settings (select products only)
IMPORTANT: Before enabling Trusted Platform Module (TPM) functionality on this system, you must ensure
that your intended use of TPM complies with relevant local laws, regulations and policies, and approvals or
licenses must be obtained if applicable. For any compliance issues arising from your operation/usage of TPM
which violates the above mentioned requirement, you shall bear all the liabilities wholly and solely. HP will
not be responsible for any related liabilities.
TPM provides additional security for your computer. You can modify the TPM settings in Computer Setup
(BIOS).
NOTE:
If you change the TPM setting to Hidden, TPM is not visible in the operating system.
To access TPM settings in Computer Setup:
1.
Start Computer Setup. See Starting Computer Setup on page 162.
2.
Select Security, select TPM Embedded Security, and then follow the on-screen instructions.
Using HP Sure Start (select products only)
Select computer models are configured with HP Sure Start, a technology that monitors the computer's 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. The default configuration can be customized by advanced users.
To access the latest documentation on HP Sure Start, go to http://www.hp.com/support. Select Find your
product, and then follow the on-screen instructions.
TPM BIOS settings (select products only) 165
10 Using HP PC Hardware Diagnostics (UEFI)
HP PC Hardware Diagnostics is a Unified Extensible Firmware Interface (UEFI) that allows you to run diagnostic
tests to determine whether the computer hardware is functioning properly. The tool runs outside the
operating system so that it can isolate hardware failures from issues that are caused by the operating system
or other software components.
When HP PC Hardware Diagnostics (UEFI) detects a failure that requires hardware replacement, a 24-digit
Failure ID code is generated. This ID code can then be provided to support to help determine how to correct
the problem.
NOTE: To start diagnostics on a convertible computer, your computer must be in notebook mode and you
must use the keyboard attached.
To start HP PC Hardware Diagnostics (UEFI), follow these steps:
1.
Turn on or restart the computer, and quickly press esc.
2.
Press f2.
The BIOS searches three places for the diagnostic tools, in the following order:
a.
Connected USB drive
NOTE: To download the HP PC Hardware Diagnostics (UEFI) tool to a USB drive, see Downloading
HP PC Hardware Diagnostics (UEFI) to a USB device on page 166.
3.
b.
Hard drive
c.
BIOS
When the diagnostic tool opens, select the type of diagnostic test you want to run, and then follow the
on-screen instructions.
NOTE:
If you need to stop a diagnostic test, press esc.
Downloading HP PC Hardware Diagnostics (UEFI) to a USB device
NOTE: The HP PC Hardware Diagnostics (UEFI) download instructions are provided in English only, and you
must use a Windows computer to download and create the HP UEFI support environment because only .exe
files are offered.
There are two options to download HP PC Hardware Diagnostics to a USB device.
Download the latest UEFI version
1.
Go to http://www.hp.com/go/techcenter/pcdiags. The HP PC Diagnostics home page is displayed.
2.
In the HP PC Hardware Diagnostics section, select the Download link, and then select Run.
Download any version of UEFI for a specific product
1.
Go to http://www.hp.com/support.
2.
Select Get software and drivers.
166 Chapter 10 Using HP PC Hardware Diagnostics (UEFI)
3.
Enter the product name or number.
– or –
Select Identify now to let HP automatically detect your product.
4.
Select your computer, and then select your operating system.
5.
In the Diagnostic section, follow the on-screen instructions to select and download the UEFI version
you want.
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/
techcenter/pcdiags. Additional information is included in the web-based training offered by HP University. See
the modules that cover HP PC Hardware Diagnostics (UEFI).
Downloading HP PC Hardware Diagnostics (UEFI) to a USB device 167
11 Backing up, restoring, and recovering
This chapter provides information about the following processes. The information in the chapter is standard
procedure for most products.
●
Creating recovery media and backups
●
Restoring and recovering your system
For additional information, refer to the HP Support Assistant app.
▲
Type support in the taskbar search box, and then select the HP Support Assistant app.
‒ or –
Select the question mark icon in the taskbar.
IMPORTANT: If you will be performing recovery procedures on a tablet, the tablet battery must be at least
70% charged before you start the recovery process.
IMPORTANT: For a tablet with a detachable keyboard, connect the tablet to the keyboard base before
beginning any recovery process.
Creating recovery media and backups
The following methods of creating recovery media and backups are available on select products only. Choose
the available method according to your computer model.
●
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
information on creating recovery media, see Using HP Recovery media (select products only)
on page 168. For information on the recovery options that are available using the recovery media, see
Using Windows tools on page 169.
●
Use Windows tools to create system restore points and create backups of personal information. See
Using Windows tools on page 169.
NOTE: If storage is 32 GB or less, Microsoft System Restore is disabled by default.
●
On select products, use the HP Cloud Recovery Download Tool to create a bootable USB flash drive for
your HP recovery media. For more information, see Using the HP Cloud Recovery Download Tool (select
products only) on page 170.
Using HP Recovery media (select products only)
If possible, check for the presence of the Recovery partition and the Windows partition. Right-click the Start
button, select File Explorer, and then select This PC.
●
If your computer does not list the Windows partition and the Recovery partition, you can obtain recovery
media for your system from support. You can find contact information on the HP website. Go to
http://www.hp.com/support, select your country or region, and follow the on-screen instructions.
●
If your computer does list the Recovery partition and the Windows partition, you can use HP Recovery
Manager to create recovery media after you successfully set up the computer. HP Recovery media can be
168 Chapter 11 Backing up, restoring, and recovering
used to perform system recovery if the hard drive becomes corrupted. System recovery reinstalls the
original operating system and software programs that were installed at the factory and then configures
the settings for the programs. HP Recovery media can also be used to customize the system or restore
the factory image if you replace the hard drive.
–
Only one set of recovery media can be created. Handle these recovery tools carefully, and keep
them in a safe place.
–
HP Recovery Manager examines the computer and determines the required storage capacity for
the media that will be required.
–
To create recovery discs, your computer must have an optical drive with DVD writer capability, and
you must use only high-quality blank DVD-R, DVD+R, DVD-R DL, or DVD+R DL discs. Do not use
rewritable discs such as CD±RW, DVD±RW, double-layer DVD±RW, or BD-RE (rewritable Blu-ray)
discs; they are not compatible with HP Recovery Manager software. Or, instead, you can use a highquality blank USB flash drive.
–
If your computer does not include an integrated optical drive with DVD writer capability, but you
would like to create DVD recovery media, you can use an external optical drive (purchased
separately) to create recovery discs. If you use an external optical drive, it must be connected
directly to a USB port on the computer; the drive cannot be connected to a USB port on an external
device, such as a USB hub. If you cannot create DVD media yourself, you can obtain recovery discs
for your computer from HP. You can find contact information on the HP website. Go to
http://www.hp.com/support, select your country or region, and follow the on-screen instructions.
–
Be sure that the computer is connected to AC power before you begin creating the recovery media.
–
The creation process can take an hour or more. Do not interrupt the creation process.
–
If necessary, you can exit the program before you have finished creating all of the recovery DVDs.
HP Recovery Manager will finish burning the current DVD. The next time you start HP Recovery
Manager, you will be prompted to continue.
To create HP Recovery media using HP recovery manager:
IMPORTANT: For a tablet with a detachable keyboard, connect the tablet to the keyboard base before
beginning these steps.
1.
Type recovery in the taskbar search box, and then select HP Recovery Manager.
2.
Select Create recovery media, and then follow the on-screen instructions.
If you ever need to recover the system, see Recovering using HP Recovery Manager on page 170.
Using Windows tools
You can create recovery media, system restore points, and backups of personal information using Windows
tools.
NOTE:
If storage is 32 GB or less, Microsoft System Restore is disabled by default.
For more information and steps, see the Get Help app.
▲
Select the Start button, and then select the Get Help app.
NOTE: You must be connected to the Internet to access the Get Help app.
Creating recovery media and backups 169
Using the HP Cloud Recovery Download Tool (select products only)
To create HP Recovery media using the HP Cloud Recovery Download Tool:
1.
Go to http://www.hp.com/support.
2.
Select Software and Drivers, and then follow the on-screen instructions.
Restore and recovery
There are several options for recovering your system. Choose the method that best matches your situation
and level of expertise:
IMPORTANT:
●
Not all methods are available on all products.
Windows offers several options for restoring from backup, refreshing the computer, and resetting the
computer to its original state. For more information see the Get Help app.
▲
Select the Start button, and then select the Get Help app.
NOTE: You must be connected to the Internet to access the Get Help app.
●
If you need to correct a problem with a preinstalled application or driver, use the Reinstall drivers and/or
applications option (select products only) of HP Recovery Manager to reinstall the individual application
or driver.
▲
Type recovery in the taskbar search box, select HP Recovery Manager, select Reinstall drivers
and/or applications, and then follow the on-screen instructions.
●
If you want to recover the Windows partition to original factory content, you can choose the System
Recovery option from the HP Recovery partition (select products only) or use the HP Recovery media.
For more information, see Recovering using HP Recovery Manager on page 170. If you have not already
created recovery media, see Using HP Recovery media (select products only) on page 168.
●
On select products, if you want to recover the computer's original factory partition and content, or if you
have replaced the hard drive, you can use the Factory Reset option of HP Recovery media. For more
information, see Recovering using HP Recovery Manager on page 170.
●
On select products, if you want to remove the Recovery partition to reclaim hard drive space, HP
Recovery Manager offers the Remove Recovery Partition option.
For more information, see Removing the HP Recovery partition (select products only) on page 172.
Recovering using HP Recovery Manager
HP Recovery Manager software allows you to recover the computer to its original factory state by using the
HP Recovery media that you either created or that you obtained from HP, or by using the HP Recovery
partition (select products only). If you have not already created recovery media, see Using HP Recovery media
(select products only) on page 168.
What you need to know before you get started
●
HP Recovery Manager recovers only software that was installed at the factory. For software not provided
with this computer, you must either download the software from the manufacturer's website or reinstall
the software from the media provided by the manufacturer.
170 Chapter 11 Backing up, restoring, and recovering
IMPORTANT: Recovery through HP Recovery Manager should be used as a final attempt to correct
computer issues.
●
HP Recovery media must be used if the computer hard drive fails. If you have not already created
recovery media, see Using HP Recovery media (select products only) on page 168.
●
To use the Factory Reset option (select products only), you must use HP Recovery media. If you have not
already created recovery media, see Using HP Recovery media (select products only) on page 168.
●
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. You can find contact information
from the HP website. Go to http://www.hp.com/support, select your country or region, and follow the
on-screen instructions.
IMPORTANT: HP Recovery Manager does not automatically provide backups of your personal data. Before
beginning recovery, back up any personal data you want to retain.
Using HP Recovery media, you can choose from one of the following recovery options:
NOTE:
Only the options available for your computer display when you start the recovery process.
●
System Recovery—Reinstalls the original operating system, and then configures the settings for the
programs that were installed at the factory.
●
Factory Reset—Restores the computer to its original factory state by deleting all information from the
hard drive and re-creating the partitions. Then it reinstalls the operating system and the software that
was installed at the factory.
The HP Recovery partition (select products only) allows System Recovery only.
Using the HP Recovery partition (select products only)
The HP Recovery partition allows you to perform a system recovery without the need for recovery discs or a
recovery USB flash drive. This type of recovery can be used only if the hard drive is still working.
To start HP Recovery Manager from the HP Recovery partition:
IMPORTANT: For a tablet with a detachable keyboard, connect the tablet to the keyboard base before
beginning these steps (select products only).
1.
Type recovery in the taskbar search box, select HP Recovery Manager, and then select Windows
Recovery Environment.
‒ or –
For computers or tablets with keyboards attached, press f11 while the computer boots, or press and
hold f11 as you press the power button.
For tablets without keyboards:
●
Turn on or restart the tablet, and then quickly hold down the volume up button; then select f11.
‒ or –
●
Turn on or restart the tablet, and then quickly hold down the volume down button; then select f11.
2.
Select Troubleshoot from the boot options menu.
3.
Select Recovery Manager, and then follow the on-screen instructions.
Restore and recovery 171
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.
1.
If possible, back up all personal files.
2.
Insert the HP Recovery media, and then restart the computer.
NOTE: If the computer does not automatically restart in HP Recovery Manager, change the computer
boot order. See Changing the computer boot order on page 172.
3.
Follow the on-screen instructions.
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.
To change the boot order:
IMPORTANT: For a tablet with a detachable keyboard, connect the tablet to the keyboard base before
beginning these steps.
1.
Insert the HP Recovery media.
2.
Access the system Startup menu.
For computers or tablets with keyboards attached:
▲
Turn on or restart the computer or tablet, quickly press esc, and then press f9 for boot options.
For tablets without keyboards:
▲
Turn on or restart the tablet, and then quickly hold down the volume up button; then select f9.
‒ or –
Turn on or restart the tablet, and then quickly hold down the volume down button; then select f9.
3.
Select the optical drive or USB flash drive from which you want to boot.
4.
Follow the on-screen instructions.
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. So before you remove the Recovery partition,
create HP Recovery media; see Using HP Recovery media (select products only) on page 168.
NOTE:
The Remove Recovery Partition option is only available on products that support this function.
Follow these steps to remove the HP Recovery partition:
1.
Type recovery in the taskbar search box, and then select HP Recovery Manager.
2.
Select Remove Recovery Partition, and then follow the on-screen instructions.
172 Chapter 11 Backing up, restoring, and recovering
12 Specifications
Computer specifications
Metric
U.S.
Depth
251.7 mm
9.91 in
Width
370.8 mm
14.60 in
Height (non-touch)
18.25 mm
0.72 in
Height (touch)
18.60 mm
0.73 in
Weight
1.78 kg
3.94 lbs
Dimensions
Input power
Operating voltage
19.0 V dc @ 4.74 A – 90 W or 18.5 V dc @ 3.5 A - 65 W or 45 W
Operating current
4.74 A or 3.5 A
Temperature
Operating (not writing to optical disc)
0°C to 35°C
32°F to 95°F
Operating (writing to optical disc)
5°C to 35°C
41°F to 95°F
Nonoperating
-20°C to 60°C
-4°F to 140°F
Relative humidity
Operating
10% to 90%
Nonoperating
5% to 95%
Maximum altitude (unpressurized)
Operating (14.7 to 10.1 psia)
-15 m to 3,048 m
50 ft to 10,000 ft
Nonoperating (14.7 to 4.4 psia)
-15 m to 12,192 m
-50 ft to 40,000 ft
Shock
Operating
125 g, 2 ms, half-sine
Nonoperating
200 g, 2 ms, half-sine
Random vibration
Operating
0.75 g zero-to-peak, 10 Hz to 500 Hz, 0.25 oct/min sweep rate
Nonoperating
1.50 g zero-to-peak, 10 Hz to 500 Hz, 0.5 oct/min sweep rate
NOTE: Applicable product safety standards specify thermal limits for plastic surfaces. The computer operates well within this range
of temperatures.
Computer specifications 173
39.6-cm (15.6-in) display specifications
Metric
U.S.
Active diagonal size
39.6-cm
15.6-in
Resolution
FHD: 1920×1080
UHD: 3840×2160
Surface treatment
Anti-glare (except touch screen)
Brightness
FHD (45% CG): 220 nits
FHD (72% CG): 400 nits or 650 nits
UHD: 400 nits
Viewing angle
UWVA
Backlight
LED
Aspect ratio
16:9
Display panel interface
eDP (220 nit)
eDP+PSR (400 nit or 650 nit)
174 Chapter 12 Specifications
M.2 PCIe solid-state drive specifications
256-GB*
512-GB*
1-TB*
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
ATA-7
Sequential Read
Up to 2150 MB/s
Up to 2150 MB/s
Up to 2150 MB/s
Random Read
Up to 300,000 IOPs
Up to 300,000 IOPs
Up to 300,000 IOPs
Sequential Write
Up to 1260 MB/s
Up to 1550 MB/s
Up to 1550 MB/s
Random Write
Up to 100,000 IOPs
Up to 100,000 IOPs
Up to 100,000 IOPs
Ready time, Maximum (to not busy)
1.0 s
1.0 s
1.0 s
Logical
0.1
0.1
0.1
Total logical sectors
500,118,192
1,000,215,216
1,500,336,388
0° to 70°C (32°F to
158°F)
0° to 70°C (32°F to
158°F)
0° to 70°C (32°F to
158°F)
-40° to 80°C (-40°F to
176°F)
-40° to 85°C (-40°F to
185°F)
-40° to 85°C (-40°F to
185°F)
Dimensions
Transfer rate
Access times
Operating temperature
Operating
Non-operating
*1 GB = 1 billion bytes when referring to hard drive storage capacity. Actual accessible capacity is less.
NOTE:
Certain restrictions and exclusions apply. Contact technical support for details.
M.2 PCIe solid-state drive specifications 175
M.2 SATA solid-state drive specifications
128-GB*
256-GB*
512-GB*
Height
1.35 mm
1.35 mm
1.35 mm
Weight
< 10 g
< 10 g
< 10 g
Form factor
M.2 2280-D2-B-M
M.2 2280-D2-B-M
M.2 2280-D2-B-M
Transfer rate
up to 540 MB/sec
up to 540 MB/sec
up to 540 MB/sec
Interface type
SATA-3
SATA-3
SATA-3
Ready time, maximum (to not busy)
1.0 ms
< 1.0 ms
< 1.0 ms
Access times, logical
0.1 ms
0.1 ms
0.1 ms
Total logical sectors
234,441,648
468,883,296
937,766,592
Operating temperature
0°C to 70°C (32°F to 158°F)
*1 GB = 1 billion bytes when referring to hard drive storage capacity. Actual accessible capacity is less. Actual drive specifications may
differ slightly.
NOTE:
Certain restrictions and exclusions apply. Contact technical support for details.
176 Chapter 12 Specifications
13 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.
Power cord sets for use in other countries and regions must meet the requirements of the country or region
where the computer is used.
Requirements for all countries
The following requirements are applicable to all countries and regions:
●
The length of the power cord set must be at least 1.0 m (3.3 ft) and no more than 2.0 m (6.5 ft).
●
All power cord sets must be approved by an acceptable accredited agency responsible for evaluation in
the country or region where the power cord set will be used.
●
The power cord sets must have a minimum current capacity of 10 amps and a nominal voltage rating of
125 or 250 V AC, as required by the power system of each country or region.
●
The appliance coupler must meet the mechanical configuration of an EN 60 320/IEC 320 Standard Sheet
C13 connector for mating with the appliance inlet on the back of the computer.
Requirements for specific countries and regions
Country/region
Accredited agency
Applicable note number
Australia
EANSW
1
Austria
OVE
1
Belgium
CEBC
1
Canada
CSA
2
Denmark
DEMKO
1
Finland
FIMKO
1
France
UTE
1
Germany
VDE
1
Italy
IMQ
1
Japan
METI
3
The Netherlands
KEMA
1
Norway
NEMKO
1
The People's Republic of China
COC
5
South Korea
EK
4
Requirements for all countries 177
Country/region
Accredited agency
Applicable note number
Sweden
SEMKO
1
Switzerland
SEV
1
Taiwan
BSMI
4
The United Kingdom
BSI
1
The United States
UL
2
1.
The flexible cord must be Type HO5VV-F, 3-conductor, 1.0-mm² conductor size. Power cord set fittings (appliance coupler
and wall plug) must bear the certification mark of the agency responsible for evaluation in the country or region where it will be
used.
2.
The flexible cord must be Type SPT-3 or equivalent, No. 18 AWG, 3-conductor. The wall plug must be a two-pole grounding type
with a NEMA 5-15P (15 A, 125 V) or NEMA 6-15P (15 A, 250 V) configuration.
3.
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 VCT or VCTF, 3-conductor, 1.00-mm² conductor size. The wall plug must be a twopole grounding type with a Japanese Industrial Standard C8303 (7 A, 125 V) configuration.
4.
The flexible cord must be Type RVV, 3-conductor, 0.75-mm² conductor size. Power cord set fittings (appliance coupler and wall
plug) must bear the certification mark of the agency responsible for evaluation in the country or region where it will be used.
5.
The flexible cord must be Type VCTF, 3-conductor, 0.75-mm² conductor size. Power cord set fittings (appliance coupler and wall
plug) must bear the certification mark of the agency responsible for evaluation in the country or region where it will be used.
178 Chapter 13 Power cord set requirements
14 Statement of memory volatility
The purpose of this chapter is to provide general information regarding nonvolatile memory in HP Business
computers. This chapter also provides general instructions for restoring nonvolatile memory that can contain
personal data after the system has been powered off and the hard drive has been removed.
HP Business computer products that use Intel®-based or AMD®-based system boards contain volatile DDR
memory. The amount of nonvolatile memory present in the system depends upon the system configuration.
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.
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 will also remain
in nonvolatile memory. Use the steps below to remove personal data from the computer, including the
nonvolatile memory found in Intel-based and AMD-based system boards.
NOTE: If your tablet has a keyboard base, connect to the keyboard base before beginning steps in this
chapter.
Current BIOS steps
1.
Follow steps (a) through (l) below to restore the nonvolatile memory that can contain personal data.
Restoring or reprogramming nonvolatile memory that does not store personal data is neither necessary
nor recommended.
a.
Turn on or restart the computer, and then press esc while the “Press the ESC key for Startup Menu”
message is displayed at the bottom of the screen.
NOTE: If the system has a BIOS administrator password, enter the password at the prompt.
b.
Select Main, select Apply Factory Defaults and Exit, and then select Yes to load defaults.
The computer will reboot.
c.
During the reboot, press esc while the “Press the ESC key for Startup Menu” message is displayed
at the bottom of the screen.
NOTE: If the system has a BIOS administrator password, enter the password at the prompt.
d.
Select the Security menu, select Restore Security Settings to Factory Defaults, and then select
Yes to restore security level defaults.
The computer will reboot.
e.
During the reboot, press esc while the “Press the ESC key for Startup Menu” message is displayed
at the bottom of the screen.
NOTE: If the system has a BIOS administrator password, enter the password at the prompt.
f.
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.
179
g.
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.
h.
Select the Main menu, and then select Reset BIOS Security to factory default. Click Yes at the
warning message.
The computer will reboot.
i.
During the reboot, press esc while the “Press the ESC key for Startup Menu” message is displayed
at the bottom of the screen.
NOTE: If the system has a BIOS administrator password, enter the password at the prompt.
2.
j.
Select the Main menu, select Apply Factory Defaults and Exit, select Yes to save changes and exit,
and then select Shutdown.
k.
Reboot the system. If the system has a Trusted Platform Module (TPM) and/or fingerprint reader,
one or two prompts will appear—one to clear the TPM and the other to Reset Fingerprint Sensor;
press or tap F1 to accept or F2 to reject.
l.
Remove all power and system batteries for at least 24 hours.
Complete one of the following:
●
Remove and retain the storage drive.
– or –
●
Clear the drive contents by using a third party utility designed to erase data from an SSD.
– or –
●
Clear the contents of the drive by using the following BIOS Setup Secure Erase command option
steps:
IMPORTANT:
If you clear data using Secure Erase, it cannot be recovered.
a.
Turn on or restart the computer, and then press esc while the “Press the ESC key for Startup Menu”
message is displayed at the bottom of the screen.
b.
Select the Security menu and scroll down to the Utilities menu.
c.
Select Hard Drive Utilities.
d.
Under Utilities, select Secure Erase, select the hard drive storing the data you want to clear, and
then follow the on-screen instructions to continue.
180 Chapter 14 Statement of memory volatility
Nonvolatile memory usage
Nonvolatile
Memory Type
HP Sure Start flash
(select models
only)
Amount (Size)
Does this
memory
store
customer
data?
Does this
memory
retain data
when power
is removed?
8 MBytes
No
Yes
What is the
purpose of this
memory?
Provides
protected
backup of
critical System
BIOS code, EC
firmware, and
critical
computer
configuration
data for select
platforms that
support HP
Sure Start.
How is data input into this
memory?
How is this memory
write-protected?
Data cannot be written to this
device via the host processor.
The content is managed
solely by the HP Sure Start
Embedded Controller.
This memory is protected
by the HP Sure Start
Embedded Controller.
For more
information,
see Using HP
Sure Start
(select models
only)
on page 184.
Real Time Clock
(RTC) battery
backed-up CMOS
configuration
memory
256 Bytes
No
Yes
Stores system
date and time
and noncritical
data.
RTC battery backed-up CMOS
is programmed using the
Computer Setup (BIOS), or
changing the Microsoft
Windows date & time.
This memory is not writeprotected.
Controller (NIC)
EEPROM
64 KBytes (not
customer
accessible)
No
Yes
Stores NIC
configuration
and NIC
firmware.
NIC EEPROM is programmed
using a utility from the NIC
vendor that can be run from
DOS.
A utility is required to
write data to this memory
and is available from the
NIC vendor. Writing data
to this ROM in an
inappropriate manner will
render the NIC nonfunctional.
DIMM Serial
Presence Detect
(SPD)
configuration data
256 Bytes per
memory
module, 128
Bytes
programmable
(not customer
accessible)
No
Yes
Stores memory
module
information.
DIMM SPD is programmed by
the memory vendor.
Data cannot be written to
this memory when the
module is installed in a
computer. The specific
write-protection method
varies by memory vendor.
System BIOS
9 MBytes
Yes
Yes
Stores system
BIOS code and
computer
configuration
data.
System BIOS code is
programmed at the factory.
Code is updated when the
system BIOS is updated.
Configuration data and
settings are input using the
Computer Setup (BIOS) or a
custom utility.
NOTE: Writing data to
this ROM in an
inappropriate manner can
render the computer nonfunctional.
A utility is required for
writing data to this
memory and is available
on the HP website; go to
http://www.hp.com/
support. Select Find your
Nonvolatile memory usage 181
Nonvolatile
Memory Type
Amount (Size)
Does this
memory
store
customer
data?
Does this
memory
retain data
when power
is removed?
What is the
purpose of this
memory?
How is data input into this
memory?
How is this memory
write-protected?
product, and then follow
the on-screen
instructions.
Intel Management 1.5 MBytes or 7
Engine Firmware
MBytes
(present only in
select Elite or Z
models. For more
information, go to
http://www.hp.com/
support. Select
Find your
product, and then
follow the onscreen
instructions.)
Yes
Yes
Stores
Management
Engine Code,
Settings,
Provisioning
Data and iAMT
third-party data
store.
Management Engine Code is
programmed at the factory.
Code is updated via Intel
secure firmware update
utility. Unique Provisioning
Data can be entered at the
factory or by an
administrator using the
Management Engine (MEBx)
setup utility. The third party
data store contents can be
populated by a remote
management console or local
applications that have been
registered by an
administrator to have access
to the space.
The Intel chipset is
configured to enforce
hardware protection to
block all direct read/write
access to this area. An
Intel utility is required for
updating the firmware.
Only firmware updates
digitally signed by Intel
can be applied using this
utility.
Bluetooth flash
(select products
only)
2 Mbit
No
Yes
Stores
Bluetooth
configuration
and firmware.
Bluetooth flash is
programmed at the factory.
Tools for writing data to this
memory are not publicly
available but can be obtained
from the silicon vendor.
A utility is required for
writing data to this
memory and is made
available through newer
versions of the driver
whenever the flash
requires an upgrade.
802.11 WLAN
EEPROM
4 Kbit to 8 Kbit
No
Yes
Stores
configuration
and calibration
data.
802.11 WLAN EEPROM is
programmed at the factory.
Tools for writing data to this
memory are not made public.
A utility is required for
writing data to this
memory and is typically
not made available to the
public unless a firmware
upgrade is necessary to
address a unique issue.
Webcam (select
products only)
64 Kbit
No
Yes
Stores webcam
configuration
and firmware.
Webcam memory is
programmed using a utility
from the device
manufacturer that can be run
from Windows.
A utility is required for
writing data to this
memory and is typically
not made available to the
public unless a firmware
upgrade is necessary to
address a unique issue.
Fingerprint reader
(select products
only)
512 KByte flash
Yes
Yes
Stores
fingerprint
templates.
Fingerprint reader memory is
programmed by user
enrollment in HP
ProtectTools Security
Manager.
Only a digitally signed
application can make the
call to write to the flash.
182 Chapter 14 Statement of memory volatility
Questions and answers
1.
How can the BIOS settings be restored (returned to factory settings)?
IMPORTANT: Restore defaults does not securely erase any data on your hard drive. See question and
answer 6 for steps to securely erase data.
Restore defaults does not reset the Custom Secure Boot keys. See question and answer 7 for
information about resetting the keys.
2.
a.
Turn on or restart the computer, and then press esc while the “Press the ESC key for Startup Menu”
message is displayed at the bottom of the screen.
b.
Select Main, and then select Apply Factory Defaults and Exit.
c.
Follow the on-screen instructions.
d.
Select Main, select Save Changes and Exit, and then follow the on-screen instructions.
What is a UEFI BIOS, and how is it different from a legacy BIOS?
The Unified Extensible Firmware Interface (UEFI) BIOS is an industry-standard software interface
between the platform firmware and an operating system (OS). It is a replacement for the older BIOS
architecture, but supports much of the legacy BIOS functionality.
Like the legacy BIOS, the UEFI BIOS provides an interface to display the system information and
configuration settings and to change the configuration of your computer before an OS is loaded. BIOS
provides a secure run-time environment that supports a Graphic User Interface (GUI). In this
environment, you can use either a pointing device (Touchscreen, TouchPad, pointing stick, or USB
mouse) or the keyboard to navigate and make menu and configuration selections. The UEFI BIOS also
contains basic system diagnostics.
The UEFI BIOS provides functionality beyond that of the legacy BIOS. In addition, the UEFI BIOS works to
initialize the computer’s hardware before loading and executing the OS; the run-time environment
allows the loading and execution of software programs from storage devices to provide more
functionality, such as advanced hardware diagnostics (with the ability to display more detailed system
information) and advanced firmware management and recovery software.
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.
3.
Where does the UEFI BIOS reside?
The UEFI BIOS resides on a flash memory chip. A utility is required to write to the chip.
4.
What kind of configuration data is stored on the DIMM Serial Presence Detect (SPD) memory
module? How would this data be written?
The DIMM SPD memory contains information about the memory module, such as size, serial number,
data width, speed/timing, voltage, and thermal information. This information is written by the module
manufacturer and stored on an EEPROM. This EEPROM cannot be written to when the memory module is
installed in a computer. Third-party tools do exist that can write to the EEPROM when the memory
module is not installed in a computer. Various third-party tools are available to read SPD memory.
5.
What is meant by “Restore the nonvolatile memory found in Intel-based system boards”?
This message relates to clearing the Real Time Clock (RTC) CMOS memory that contains computer
configuration data.
6.
How can the BIOS security be reset to factory defaults and data erased?
Questions and answers 183
IMPORTANT:
Resetting will result in the loss of information.
These steps will not reset Custom Secure Boot Keys. See question and answer 7 for information about
resetting the keys.
7.
a.
Turn on or restart the computer, and then press esc while the “Press the ESC key for Startup Menu”
message is displayed at the bottom of the screen.
b.
Select Main, and then select Reset Security to Factory Defaults.
c.
Follow the on-screen instructions.
d.
Select Main, select Save Changes and Exit, and then follow the on-screen instructions.
How can the Custom Secure Boot Keys be reset?
Secure Boot is a feature to ensure that only authenticated code can start on a platform. If you enabled
Secure Boot and created Custom Secure Boot Keys, simply disabling Secure Boot will not clear the keys.
You must also select to clear the Custom Secure Boot Keys. Use the same Secure Boot access procedure
you used to create the Custom Secure Boot Keys, but make the selection to clear or delete all Secure
Boot Keys.
a.
Turn on or restart the computer, and then press esc while the “Press the ESC key for Startup Menu”
message is displayed at the bottom of the screen.
b.
Select the Security menu, select Secure Boot Configuration, and then follow the on-screen
instructions.
c.
At the Secure Boot Configuration window, select Secure Boot, select Clear Secure Boot Keys, and
then follow the on-screen instructions to continue.
Using HP Sure Start (select models only)
Select computer models are configured with HP Sure Start, a technology that continuously monitors your
computer's BIOS for attacks or corruption. If the BIOS becomes corrupted or is attacked, HP Sure Start
restores the 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.
To access the latest documentation on HP Sure Start, go to http://www.hp.com/support. Select Find your
product, and then follow the on-screen instructions.
184 Chapter 14 Statement of memory volatility
15 Recycling
When a non-rechargeable or rechargeable battery has reached the end of its useful life, do not dispose of the
battery in general household waste. 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.
185
Index
Symbols/Numerics
`product description
ethernet 3
A
AC adapter, spare part numbers 29
action keys 16
identifying 16
keyboard backlight 16
mute 16
privacy screen 16
screen brightness 16
speaker volume 16
switch screen image 16
using 16
wireless 16
ambient light sensor board
spare part number 27
antennas
disconnecting 42, 44
audible codes 83
audio
adjusting volume 16
audio, product description 2
audio-out (headphone)/audio-in
(microphone) combo jack,
identifying 7
B
backups 168
battery
removing 50
spare part number 50
spare part numbers 26
battery light 8
beep codes 83
bezel
spare part number 27
BIOS
determining version 163
downloading an update 164
updating 163
Bluetooth card
spare part number 42
Bluetooth label 22
186 Index
boot order
changing 172
changing using the f9 prompt
165
bottom 22
bottom cover
removing 36
spare part number 26, 36
bracket kit, spare part number 29
buttons
left TouchPad 12
power 14
right TouchPad 12
C
Cable Kit
contents 28
spare part number 28
call answer light 13
call end light 13
camera 11
identifying 11
camera cable
spare part number 27
camera light, identifying 11
camera module
removal 75
spare part number 27
caps lock light, identifying 13
chipset, product description 1
components
bottom 18
cover 20
display 10
front 19
keyboard area 12
left side 9
right side 7
computer major components 23
Computer Setup
navigating and selecting 162
restoring factory settings 163
using a USB keyboard or USB
mouse to start Computer
Setup 162
computer setup 162
computer specifications
connector, power 8
173
D
display assembly
removal 72
spare part numbers 72
subcomponents 26
display bezel
removal 74
display components 10
display enclosure
spare part number 27
display hinge
removal 77
display panel
product description 1
display specifications 174
docking
product description 4
docking connector, identifying
drive light 19
8
E
error
codes 83
esc key, identifying 15
ethernet
product description 3
F
fan
removal 66
spare part number 25, 66
fingerprint reader
spare part number 24
fingerprint reader assembly
removal 60
spare part number 60
fingerprint reader, identifying 14
flashing LEDs 83
fn key, identifying 15
fn lock light 13
G
graphics, product description 1
H
HDMI port, identifying 7
heat sink
removal 52
spare part number 25
spare part numbers 52
hinge
removal 77
hot keys
break 17
insert 17
microphone mute 16
pause 17
programming query 17
scroll lock 17
hotkeys, using 17
HP PC Hardware Diagnostics (UEFI)
using 166
HP Recovery Manager
correcting boot problems 172
starting 171
HP Recovery media
recovery 172
using 168
HP Recovery partition
recovery 171
removing 172
HP Sure Start 184
I
integrated numeric keypad,
identifying 15
internal microphones, identifying
11, 20
J
jacks
audio-out (headphone)/audio-in
(microphone) combo 7
network 8
RJ-45 (network) 8
K
keyboard
product description 4
removal 46
spare part number 24
spare part numbers 46
keyboard backlight
action key 16
keypad
integrated numeric
keys
esc 15
fn 15
num lock 15
Windows key 15
15
L
labels
Bluetooth 22
regulatory 22
serial number 21
service 21
wireless certification 22
WLAN 22
left side components 9
lights
AC adapter and battery 8
battery 8
call answer 13
call end 13
camera 11
caps lock 13
drive 19
fn lock 13
microphone mute 13
num lock 13
power 13, 19
RJ-45 (network) 8
sharing or presenting 13
wireless 13, 19
M
M.2 solid-state drive
specifications 175
memory
nonvolatile 179
product description 2
volatile 179
memory module
removal 40
spare part number 25
spare part numbers 40
microphone
product description 2
microphone mute key, identifying
16
microphone mute light, identifying
13
minimized image recovery 171
minimized image, creating 170
model name 1
mute volume action key 16
N
network jack, identifying 8
NFC module
removal 64
spare part number 24, 64
NFC tapping area
Near Field Communications 12
nonvolatile memory 179
num lock light 13
O
operating system, product
description 5
original system recovery 170
P
pointing device, product
description 4
pointing stick module
removal 63
spare part number 24, 63
pointing stick, identifying 12
ports
HDMI 7
product description 4
USB 3.x SuperSpeed 7
USB 3.x SuperSpeed port with HP
Sleep and Charge 9
USB Type-C power connector and
Thunderbolt port with HP Sleep
and Charge 8
power button board
spare part number 24
power button board assembly
removal 58
spare part number 58
power button, identifying 14
power connector
identifying 8
identifying USB Type-C 8
power cord
set requirements 177
spare part numbers 29, 30
power lights 13, 19
Index 187
power requirements, product
description 4
primary storage
product description 2
privacy screen action key,
identifying 16
processors, product description 1
product description
audio 2
chipset 1
display panel 1
docking 4
graphics 1
keyboard 4
memory 2
microphone 2
operating system 5
pointing device 4
ports 4
power requirements 4
primary storage 2
processors 1
product name 1
security 5
serviceability 6
video 2
wireless networking 3
product name 1
product name and number,
computer 21
R
raw panel
spare part number 27
recover
options 170
recovery
discs 169, 172
HP Recovery Manager 170
media 172
starting 171
supported discs 169
system 170
USB flash drive 172
using HP Recovery media 169
recovery media
creating using HP Recovery
Manager 169
using 168
188 Index
recovery partition
removing 172
regulatory information
regulatory label 22
wireless certification labels 22
removal/replacement
procedures 36, 49
removing personal data from volatile
system memory 179
right side components 7
RJ-45 (network) jack, identifying 8
RJ-45 (network) lights, identifying
8
RJ-45 board with bracket
removal 57
spare part number 24, 57
RTC battery
removal 55
spare part number 24, 55
S
screen brightness action keys 16
screw kit, spare part number 29
security cable slot, identifying 9
security, product description 5
serial number, computer 21
service labels, locating 21
serviceability, product description 6
setup utility
navigating and selecting 162
restoring factory settings 163
sharing or presenting light 13
SIM card slot, identifying 7
slots
security cable 9
SIM card 7
smart card 9
smart card reader
removal 65
spare part number 65
smart card reader board
spare part numbers 24
smart card slot, identifying 9
solid-state drive
removal 38
spare part numbers 25, 38
specifications 176
speaker assembly
removal 59
spare part number 59
speaker volume action keys 16
speakers, identifying 14
special keys, using 15
specifications
computer 173
display 174
M.2 solid-state drive 175
solid-state drive 176
supported discs, recovery 169
Sure Start
using 165
switch screen image action key 16
system board
removal 68
spare part number 24
spare part numbers 68
system memory, removing personal
data from volatile 179
system recovery 170
system restore point
creating 169
system restore point, creating 168
T
Thunderbolt port with HP Sleep and
Charge
identifying USB Type-C 8
top cover
removal 82
spare part number 24, 82
TouchPad
buttons 12
removal 61
spare part number 24, 61
TouchPad zone
identifying 12
TPM settings 165
traveling with the computer 22
U
USB 3.x SuperSpeed port with HP
Sleep and Charge, identifying 9
USB 3.x SuperSpeed port,
identifying 7
USB board
removal 56
spare part number 24, 56
USB Type-C power connector and
Thunderbolt port with HP Sleep and
Charge, identifying 8
V
vents, identifying 9, 14, 18
video, product description 2
volume
adjusting 16
mute 16
W
Windows
system restore point 168, 169
Windows key, identifying 15
Windows tools
using 169
wireless action key 16
wireless antennas
disconnecting 42, 44
wireless antennas, identifying 11
wireless certification label 22
wireless light, identifying 13, 19
wireless networking
product description 3
WLAN antenna
spare part number 27
WLAN antennas, identifying 11
WLAN device 22
WLAN label 22
WLAN/Bluetooth combo card
removal 42
spare part number 25, 42
WWAN antenna
spare part number 27
WWAN antennas, identifying 11
WWAN module
removal 44
spare part number 25, 44
Index 189
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