HP ZBook 14u G5 Maintenance and Service Guide
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HP ZBook 14u 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: L12980-002
Product notice
This user guide describes features that are common to most models. Some features may not be available on your computer.
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.
Software terms
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.
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
vii
viii
Manually updating BIOS and drivers ............................................................ 89
Remotely deploying BIOS and drivers .......................................................... 89
HP PC Hardware Diagnostics (UEFI) ............................................................. 90
HP BIOS Configuration Utility (BCU) ............................................................. 93
Power Good (Troubleshooting) lights .......................................................... 96
Essential hardware configuration ................................................................ 99
12. Test with verified working configuration (hardware and/or operating system) ... 100
ix
x
HP PC Hardware Diagnostics (UEFI) for video test ..................................... 123
Sure Start has identified a problem (Manual Recovery Policy Set) .............................. 149
Microsoft general troubleshooting of Windows bug check codes ............................... 153
Using a USB keyboard or USB mouse to start Computer Setup (BIOS) ........................ 162
xi
xii
1 Product description
Category
Product Name
Processors
Chipset
Graphics
Panel
Description
HP ZBook 14u G5 Mobile Workstation
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 i7-7600U
Intel Core i7-7500U
Intel Core i5-7300U
Intel Core i5-7200U
Integrated with processor
Internal graphics:
Intel HD Graphics 620
External graphics:
AMD Radeon Pro WX3100, 2 GB
Both UMA and discrete configurations support three independent displays through docking stations as follows:
● 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
35.6-cm (14.0-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
FHD (1920×1080), anti glare (AG), 400 nits, 72% CG, eDP+PSR ,slim, Ambient Light Sensor, with HD+IR camera
1
Category
Memory
Primary storage
Audio and video
Description
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
35.6-cm (14.0-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
FHD (1920×1080), 700 nits, 72% CG, eDP+PSR, ultra slim, anti-glare (AG), Privacy, with HD+IR camera, with
WWAN
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:
● 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):
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
Multi-array microphone (including World-Facing 3rd microphone)
Stereo speakers (2)(13mm × 38mm × 4mm)
Webcam HD RGB 720p
2 Chapter 1 Product description
Category
Ethernet
Wireless networking
Description
Webcam HD+IR RGB 720p
Camera privacy shutter (only with non-touch camera panels)
Supports WDR (Wide Dynamic Range)
Support for models without camera
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.
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:
● LTE CAT4: Huawei HP lt4132, LTE/HSPA+ w/GPS M.2
3
Category
Ports
Docking
Keyboard/ pointing devices
Power requirements
Description
● 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)
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
HP Thunderbolt Dock 120W G2
HP Thunderbolt Dock 230W G2
HP Thunderbolt 3 Dock
HP Docking Station
Keyboard:
HP Collaboration Keyboard
● Dual point, non-backlit, spill resistant with drain
● Dual point, backlit, spill resistant with drain, with HP Dura Keys
● Dual point, backlit, spill resistant with drain, with HP Dura Keys – Privacy
TouchPad:
Support for Microsoft Precison Touchpad Default Gestures
Firmware PTP (Point to Point) with Filter Driver
Support for ‘No Hybrid Mode’
Battery:
HP Long Life Lithium Polymer Soft Pack Battery, 3-cell, 50 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
65 W Straight USB Type C
45 W “Smart” right angle, 4.5 mm
4 Chapter 1 Product description
Category Description
Security
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) 1.0 m
Duckhead power cord (C5)
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 G
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
Windows 10 G DRDVD
Windows 10 G OSDVD
Certified:
Microsoft WHQL
5
Category
Serviceability
Description
Web-only support:
Windows 10 Enterprise 64
Windows 10 Pro 64 CBB 1703
Windows 10 Enterprise 64 LTSB 1607
End user replaceable parts:
AC adapter
Solid-state drive
Memory module
WLAN module
WWAN module
Keyboard
6 Chapter 1 Product description
2 Components
Right
Your computer features top-rated components. This chapter provides details about your components, where they're located, and how they work.
(3)
(4)
Component
(1)
(2)
SIM card slot or plug
Audio-out (headphone)/Audio-in (microphone) combo jack
USB 3.x SuperSpeed port
Description
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.
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.
Connects a USB device, such as a cell phone, camera, activity tracker, or smartwatch, and provides high-speed data transfer.
HDMI port Connects an optional video or audio device, such as a highdefinition television, any compatible digital or audio
Right 7
Component
(5)
(6)
(7)
(8)
(9)
RJ-45 (network) jack/status lights
Docking connector
USB Type-C power connector and
Thunderbolt™ port with HP Sleep and Charge
Power connector
Description component, or a high-speed High Definition Multimedia
Interface (HDMI) device.
Connects a network cable.
● Green (left): The network is connected.
● Amber (right): Activity is occurring on the network.
Connects an optional docking device.
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.
Connects an AC adapter.
Battery light When AC power is connected:
● White: The battery charge is greater than 90 percent.
● Amber: The battery charge is from 0 to 90 percent.
● Off: The battery is not charging.
When AC power is disconnected (battery not charging):
● 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.
8 Chapter 2 Components
Left
Component
(1)
(2)
(3)
(4)
Security cable slot
Vent
USB 3.x SuperSpeed port with HP Sleep and
Charge
Smart card reader
Description
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.
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.
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.
Supports optional smart cards.
Left 9
Display
NOTE: Refer to the illustration that most closely matches your computer.
10 Chapter 2 Components
Component Description
(1)
(2)
(3)
(4)
WWAN antennas* (select products only)
Camera light(s) (select products only)
Internal microphones
Camera(s) (select products only)
Send and receive wireless signals to communicate with wireless wide area networks (WWANs).
On: One or more cameras are in use.
Record sound.
(5) WLAN antennas* (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.
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)
(2)
(3)
Pointing stick
Left pointing stick button
TouchPad zone
Moves the pointer on the screen.
Functions like the left button on an external mouse.
Reads your finger gestures to move the pointer or activate items on the screen.
(4)
(5)
Right pointing stick button
Near Field Communications (NFC) tapping area and antenna* (select products only)
Functions like the right button on an external mouse.
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 –
▲ Select the Start button, select HP, and then select HP Documentation.
12 Chapter 2 Components
Lights
Component
(1)
(2)
(3)
(4)
(5)
(6)
(7)
Description
Power light
Caps lock light
Mute light
Microphone mute 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.
On: Caps lock is on, which switches the key input to all capital letters.
● On: Computer sound is off.
● Off: Computer sound is on.
● On: Microphone is off.
● Off: Microphone is on.
On: Num lock is on.
Num lk 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.
Sharing or presenting light On: Sharing is on.
(8)
(9)
(10)
Call answer light
Call end light
Fn lock light
On: Call answer is on.
On: Call end is on.
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)
(2)
(3)
(4)
Power button
Description
● 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.
▲
Right-click the Power meter icon and then select Power Options.
Vents (2)
Speakers (2)
Fingerprint reader or plug
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.
Produce sound.
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
(1)
(2)
(3)
(4)
(5)
(6)
(7) esc fn
key
key
Windows key
Action keys
Integrated numeric keypad
Windows application key
(select products only) num lk key
Description
Displays system information when pressed in combination with the 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 .
Opens the Start menu.
NOTE: Pressing the Windows key again will close the Start menu.
Execute frequently used system functions.
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.
Displays options for a selected object.
Turns the embedded numeric keypad on and off.
– or –
Alternates between the navigational and numeric functions on the integrated numeric keypad.
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
.
▲ 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 .
16 Chapter 2 Components
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.
● 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
R
S
W
C
E
Description
Turns on scroll lock.
Turns on the insert function.
Breaks the operation.
Sends a programing query.
Pauses the operation.
Keyboard area 17
Bottom
Component
Vent
Description
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) Power light
(2)
(3)
Wireless light
Drive light
Description
● 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.
● Blinking white: The hard drive is being accessed.
● Amber: HP 3D DriveGuard has temporarily parked the hard drive.
Front 19
Cover
Component
Internal microphone(s) (1 or 2 depending on model)
Description
Record(s) sound.
20 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
(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.
22 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
for details.
Computer major components 23
(13)
(14)
(15)
(16)
(4)
(5)
(6)
(7)
(8)
(9)
(10)
(11)
(12)
Item
(1)
(2)
(3)
Component Spare part number
Display assemblies are spared at the subcomponent level only. For display assembly spare part information, see
Display assembly subcomponents on page 27 .
Touch
Keyboard (see Keyboard on page 45 )
For a list of keyboard country codes, see
Without a backlight
With a backlight
With a backlight, privacy
Top cover
RJ-45 board with bracket not spared as whole hinge-up not spared as whole hinge-up
L15542-xx1
L15540-xx1
L15541-xx1
L17825-001
L19422-001
TouchPad
For use in models without an NFC module
For use in models with an NFC module
TouchPad button board
RTC battery
Power button board
USB board
USB board bracket (included in the Bracket Kit)
L15544-001
L19419-001
L17826-001
L17255-001
L14374-001
L14380-001
L13693-001
Fingerprint reader assembly (includes cable)
The fingerprint reader bracket in included in the Bracket Kit, spare part number
L13693-001.
NFC module (includes antenna and TouchPad foam)
L15537-001
Speakers (includes cable)
Smart card reader board (includes cable)
L14385-001
L13684-001
L18312-001
System board (includes processor and replacement thermal material, see
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
Intel i7-8650U processor
Intel i7-8550U processor
Intel i5-8350U processor
Intel i5-8250U processor
Intel i7-7600U processor
Intel i7-7500U processor
L16126-xx1
L16124-xx1
L16121-xx1
L16119-xx1
L43961-xx1
L44047-xx1
24 Chapter 3 Illustrated parts catalog
Item
(20)
(17)
(18)
(19)
(21)
(22)
(23)
Component
Intel i5-7200U processor
For use in models with UMA graphics memory
Intel i7-8650U processor
Intel i7-8550U processor
Intel i5-8350U processor
Intel i5-8250U processor
Intel i7-7600U processor
Intel i7-7500U processor
Intel i5-7300U processor
Intel i5-7200U processor
Fan
Heat sink
For use in models with discrete graphics memory
For use in models with UMA graphics memory
Memory module (DDR-2400)
4-GB
8-GB
16-GB
WLAN/Bluetooth combo card
Realtek RTL8822BE 802.11ac 2x2 Wi-Fi + Bluetooth 4.2 Combo Adapter
Intel Dual band wireless-AC 8265 802.11AC 2x2 WiFi + Bluetooth 4.2 Combo Adaptor
(vPro)
Intel Dual band wireless-AC 8265 802.11AC 2x2 WiFi + Bluetooth 4.2 Combo Adaptor
(non-vPro)
WWAN module
LTE CAT4: Huawei HP lt4132, LTE/HSPA+ w/GPS
LTE CAT9: Fibocom Intel XMM 7360 LTE-Advanced
Solid-state drive (SSD)
1 TB, PCIe, Gen3×4, NVMe, TLC
1 TB, PCIe, Gen3×4, NVMe, SS, MLC
512 GB, PCIe, Gen3×4, SS, TLC
512 GB, PCIe, Gen3×4, SS, MLC
512 GB, PCIe, Gen3×4, Self-encrypting drive (SED), Opal 2, TLC
512 GB, SATA-3, FIPS-140–2, TLC
256 GB, PCIe, Gen3x4, SS, NVMe, TLC
Spare part number
L16117-xx1
L15522-001
L15520-001
L15518-001
L15516-001
L43960-xx1
L43959-xx1
L15523-001
L15514-001
L22306-001
L14373-001
L14372-001
820569-001
820570-001
820571-001
915623-001
851592-001
851594-001
845710-003
L15398-001
L17246-001
L17848-001
L17852-001
L17851-001
L17250-001
L17249-001
L17247-001
Computer major components 25
Item
(24)
(25)
Component
256 GB, PCIe, Gen3x4, TLC, Opal 2, Self-encrypting drive (SED)
256 GB, PCIe, Gen3x4, SS, NVMe, MLC
128 GB, SATA-3, TLC
Battery (3 cell, 50 WHr, 4.33 Ah)
Bottom cover
Cable Kit
Spare part number
L17850-001
L17849-001
L17847-001
933321-855
L15536-001
Item Description
(4)
(5)
(6)
(1)
(2)
(3)
Cable Kit
Keyboard cable
USB board cable
Card reader cable
TouchPad cable
Fingerprint reader cable
NFC cable
26 Chapter 3 Illustrated parts catalog
Spare part number
L14370-001
Display assembly subcomponents
Item
(1)
(2)
Component
Bezel
For use in models with microphone modules
For use in models with an HD camera (includes camera shutter)
For use in models with an IR camera (includes camera shutter)
For use in models with an IR camera and an ambient light sensor (includes camera shutter)
Raw panel
FHD, 220 nits, non-touch (includes cable)
FHD, 400 nits, non-touch (includes cable)
Spare part number
L15505-001
L15506-001
L15507-001
L15508-001
L17853-001
L17854-001
Display assembly subcomponents 27
Item
(8)
(9)
(10)
(6)
(7)
(11)
(4)
(5)
(3)
Component
UHD, 400 nits, non-touch (includes cable)
FHD, touch, privacy screen
FHD, non-touch, privacy screen
FHD, touch
Hinge cover
For use in models with touch displays
For use in models with non-touch displays
Ambient light sensor board (includes double-sided tape)
Camera module
HD camera
IR camera
Microphone module (includes double-sided tape; not shown)
Camera cable (HD and IR models)
Hinges (left and right) (for use in models with touch displays)
Hinges (left and right) (for use in models with non-touch displays)
WLAN antenna (spared with display enclosure)
WWAN antenna (spared with display enclosure)
Display cable
Display enclosure (includes tape, gasket, and foam for display)
For use in models without a WWAN module
For use in models with a WWAN module
Spare part number
L17855-001
L17856-001
L21943-001
L17857-001
L15538-001 (Hinge Kit)
L15539-001 (Hinge Kit)
L15511-001
L15510-001
L15509-001
L15512-001
L14370-001 (Cable Kit)
L15538-001 (Hinge Kit)
L15539-001 (Hinge Kit)
L14370-001 (Cable Kit)
L17823-001
L17824-001
28 Chapter 3 Illustrated parts catalog
Plastics Kit
Item
(1)
(2)
(3)
Component
Plastics kit
SIM card reader insert
Fingerprint reader insert
Smart card reader insert
Miscellaneous parts
Component
AC adapter _non-PFC, 4.5 mm
65 W HP Smart AC adapter, 3 prong
65 W HP Smart AC Travel Adapter
65 W HP Smart AC adapter, EM
65 W, wall mount, 3 pin, USB-C
45 W HP Smart AC adapter, 2 prong
45 W HP Smart AC Adapter, non-slim
45 W, wall mount, 3 pin, USB-C
Bracket Kit (includes USB support bracket and fingerprint reader bracket)
Screw Kit
Power cord (3-pin, C5, black, conventional, 1.0-m), for use in:
Spare part number
L17827-001
Spare part number
710412-001
693716-001
913691-850
860209-850
742436-001
741727-001
860210-850
L13693-001
L14352-001
Plastics Kit 29
Component
Australia
Brazil
Europe (Austria, Belgium, Finland, France, Germany, the Netherlands, Norway and Sweden)
Israel
Italy
North America
People’s Republic of China
South Africa
South Korea
Switzerland
Taiwan
Thailand
United Kingdom and Singapore
Power cord (3-pin, C5, black, conventional, 1.0-m, with tag), for use in:
Argentina
Australia
Brazil
Europe (Austria, Belgium, Finland, France, Germany, the Netherlands, Norway and Sweden)
Israel
India
Italy
Japan
North America
People’s Republic of China
South Africa
South Korea
Switzerland
Taiwan
Thailand
United Kingdom and Singapore
Power cord (3-pin, C5, black, duck head, 1.0-m, with tag), for use in:
Japan
Power cord (3-pin, C7, black, conventional, 1.0-m), for use in:
Japan
30 Chapter 3 Illustrated parts catalog
Spare part number
L30797-001
L30798-001
L30411-001
L30803-001
L30804-001
L30410-001
L30799-001
L30806-001
L22328-001
L30807-001
L30808-001
L30809-001
L30412-001
L31389-001
L31390-001
L31391-001
L31388-001
L31392-001
L31394-001
L31393-001
L31395-001
L31379-001
L31380-001
L31381-001
L31383-001
L31384-001
L31385-001
L31386-001
L31387-001
L31396-001
L19375-001
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
Event
Walking across carpet
Walking across vinyl floor
Motions of bench worker
Removing DIPS from plastic tube
Removing DIPS from vinyl tray
Removing DIPS from Styrofoam
Removing bubble pack from PCB
Packing PCBs in foam-lined box
10%
35,000 V
12,000 V
6,000 V
2,000 V
11,500 V
14,500 V
26,500 V
21,000 V
Relative humidity
40%
15,000 V
5,000 V
800 V
700 V
4,000 V
5,000 V
20,000 V
11,000 V
55%
7,500 V
3,000 V
400 V
400 V
2,000 V
3,500 V
7,000 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:
● 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.
34 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
Antistatic plastics
Carbon-loaded plastic
Metallized laminate
Use
Bags
Floor mats
Floor mats
Voltage protection level
1,500 V
7,500 V
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 12 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
Bottom cover
Spare part number
L15536-001
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.
Turn the computer upside down on a flat surface.
36 Chapter 5 Removal and replacement procedures for Customer Self-Repair parts
2.
Loosen the five captive screws (1) and the two inset captive screws (2) that secure the bottom cover.
3.
Starting under the display in the upper left corner, 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
1 TB, PCIe, Gen3×4, NVMe, TLC
1 TB, PCIe, Gen3×4, NVMe, SS, MLC
512 GB, PCIe, Gen3×4, SS, TLC
512 GB, PCIe, Gen3×4, SS, MLC
512 GB, PCIe, Gen3×4, Self-encrypting drive (SED), Opal 2, TLC
512 GB, SATA-3, FIPS-140–2, TLC
256 GB, PCIe, Gen3x4, SS, NVMe, TLC
256 GB, PCIe, Gen3x4, TLC, Opal 2, Self-encrypting drive (SED)
256 GB, PCIe, Gen3x4, SS, NVMe, MLC
128 GB, SATA-3, TLC
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
).
Remove the solid-state drive:
1.
Remove the Phillips M2.0×2.0 screw (1) that secures the drive to the system board.
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.
Spare part number
L17246-001
L17848-001
L17852-001
L17851-001
L17250-001
L17249-001
L17247-001
L17850-001
L17849-001
L17847-001
Reverse this procedure to install the solid-state drive.
38 Chapter 5 Removal and replacement procedures for Customer Self-Repair parts
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
4-GB (DDR-2400)
8-GB (DDR-2400)
16-GB (DDR-2400)
Spare part number
820569-001
820570-001
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
).
5.
Disconnect the battery cable from the system board (see Battery on page 49 ).
Remove the memory module:
1.
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.)
Component replacement procedures 39
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.
40 Chapter 5 Removal and replacement procedures for Customer Self-Repair parts
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
Realtek RTL8822BE 802.11ac 2x2 Wi-Fi + Bluetooth 4.2 Combo Adapter
Intel Dual Band Wireless-AC 3165 802.11ac 1x1 WiFi + BT 4.0 combo adapter
Intel Dual Band Wireless-AC 8260NGW 802.11a/g/g/n+ac 2x2 WiFi + BT 4.2 combo adapter
Spare part number
915623-001
851592-001
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
).
5.
Disconnect the battery cable from the system board (see Battery on page 49 ).
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.
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.)
Component replacement procedures 41
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.
42 Chapter 5 Removal and replacement procedures for Customer Self-Repair parts
WWAN module
The WLAN module and WWAN module are not interchangeable.
The WWAN module is available on select models only.
Description
LTE CAT4: Huawei HP lt4132, LTE/HSPA+ w/GPS
LTE CAT9: Fibocom Intel XMM 7360 LTE-Advanced
Spare part number
845710-003
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
).
5.
Disconnect the battery cable from the system board (see Battery on page 49 ).
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.
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.)
Component replacement procedures 43
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.
44 Chapter 5 Removal and replacement procedures for Customer Self-Repair parts
Keyboard
In this section, the first table provides the main spare part number for the keyboards. The second table provides the country codes.
Description
Keyboard, no backlight
Keyboard, backlit
Keyboard, backlit, privacy
Spare part number
L15542-xx1
L15540-xx1
L15541-xx1
For use in country or region
Belgium
Brazil
Bulgaria
Canada
Czech Republic and Slovakia
Denmark
Denmark, Finland, and
Norway
France
Germany
Greece
Hungary
Iceland
Spare part number
-A41
-201
-261
-DB1
-FL1
For use in country or region
India
Israel
Italy
Japan
Latin America
-081
-DH1
-051
-041
-151
-211
-DD1
The Netherlands
Northern Africa
Norway
Portugal
Romania
Russia
Saudi Arabia
-B31
-FP1
-091
-131
-271
-251
-171
Spare part number
-D61
-BB1
-061
-291
-161
For use in country or region
Slovenia
South Korea
Spain
Sweden and Finland
Switzerland
Taiwan
Thailand
Turkey
Turkey F
United Kingdom
United States
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
).
5.
Disconnect the battery cable from the system board (see Battery on page 49 ).
Remove the keyboard:
1.
Remove the two Phillips M2.0×3.0 screws that secure the keyboard to the computer (1).
NOTE: The screws are labeled with a keyboard symbol.
-AB1
-281
-141
-541
-031
-001
Spare part number
-BA1
-AD1
-071
-B71
-BG1
Component replacement procedures 45
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 main keyboard cable from the system board ZIF connector (2).
6.
Disconnect the pointing stick cable from the system board ZIF connector (3).
7.
Disconnect the keyboard backlight cable from the system board ZIF connector (4) (select models only).
46 Chapter 5 Removal and replacement procedures for Customer Self-Repair parts
8.
Remove the keyboard (5).
Reverse this procedure to install the keyboard.
Component replacement procedures 47
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 81 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.
48 Chapter 6 Removal and replacement procedures for Authorized Service Provider parts
Battery
Description
Battery, 3 cell, 50 WHr, 4.33 Ah
Spare part number
933321-855
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
).
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.
1.
Disconnect the battery cable from the system board (1).
2.
Remove the five Torx T8 2.0×4.0 screws (2).
Component replacement procedures 49
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.
50 Chapter 6 Removal and replacement procedures for Authorized Service Provider parts
Heat sink assembly
NOTE: The heat sink assembly spare part kit includes replacement thermal material.
Description
Heat sink for use in models with discrete graphics memory
Heat sink for use in models with UMA graphics memory
Spare part number
L14373-001
L14372-001
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
).
5.
Disconnect the battery cable from the system board (see Battery on page 49 ).
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.
Component replacement procedures 51
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.
52 Chapter 6 Removal and replacement procedures for Authorized Service Provider parts
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.
Component replacement procedures 53
RTC battery
Description
RTC battery
Spare part number
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
).
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.
54 Chapter 6 Removal and replacement procedures for Authorized Service Provider parts
USB board
Description
USB board
USB support bracket (included in the Bracket Kit)
Spare part number
L14380-001
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
).
5.
Disconnect the battery cable from the system board (see Battery on page 49 ).
Remove the USB board:
1.
Disconnect the cable from the USB board (1).
2.
Remove the two Phillips M2.0×3.0 screws (2) that secure the board to the computer.
3.
Lift the bracket from atop the board (3).
4.
Remove the board from the computer (4).
Reverse this procedure to install the USB board.
Component replacement procedures 55
RJ-45 board with bracket
Description
RJ-45 board with bracket
Spare part number
L19422-001
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
).
Remove the RJ-45 board and bracket:
1.
Remove the six 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.
56 Chapter 6 Removal and replacement procedures for Authorized Service Provider parts
Power button board
Description
Power button board assembly
Spare part number
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
).
5.
Disconnect the battery cable from the system board (see Battery on page 49 ).
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.
Component replacement procedures 57
Speaker assembly
Description
Speaker assembly (includes cable)
Spare part number
L13684-001
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
).
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.
58 Chapter 6 Removal and replacement procedures for Authorized Service Provider parts
Fingerprint reader assembly
Description
Fingerprint reader assembly (includes cable)
Fingerprint reader bracket (included in the Bracket Kit)
Spare part number
L15537-001
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
).
5.
Remove the battery (see Battery on page 49 ).
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.
Component replacement procedures 59
TouchPad
Description
TouchPad for use in models without an NFC module
TouchPad for use in models with an NFC module
Spare part number
L15544-001
L19419-001
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
).
Remove the TouchPad:
1.
Disconnect the NFC module cable from the ZIF connector on the NFC module (1).
2.
Disconnect the TouchPad button board 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.
60 Chapter 6 Removal and replacement procedures for Authorized Service Provider parts
5.
Remove the TouchPad from the computer (2).
Reverse this procedure to install the TouchPad.
Component replacement procedures 61
TouchPad button board
Description
TouchPad button board
Spare part number
L17826-001
Before removing the TouchPad 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.
Remove the battery (see
).
Remove the TouchPad button board:
1.
Disconnect the TouchPad button board cable from the ZIF connector on the TouchPad (1).
2.
Remove the four Phillips M2.0x3.0 screws (2) that secure the board to the computer, and then remove the TouchPad button board from the computer (3).
Reverse this procedure to install the TouchPad button board.
62 Chapter 6 Removal and replacement procedures for Authorized Service Provider parts
NFC module
Description
NFC module (includes antenna and TouchPad foam)
Spare part number
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
).
5.
Remove the battery (see Battery on page 49 ).
Remove the NFC module:
1.
Disconnect the system board cable (1) and 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.
Component replacement procedures 63
Smart card reader
Description
Smart card reader
Smart card reader cable (available in Cable Kit)
Spare part number
L18312-001
L14370-001 (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
).
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.
64 Chapter 6 Removal and replacement procedures for Authorized Service Provider parts
Fan
Description
Fan
Spare part number
L22306-001
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
).
5.
Remove the battery (see Battery on page 49 ).
6.
Remove the keyboard (see
Remove the fan:
NOTE: To remove the fan you must remove screws from both the top (under the keyboard) and bottom of the computer.
1.
Position the computer upright and open as far as possible.
2.
Remove the five 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.
Loosen the two captive Phillips screws (2) that secure the fan to the computer.
Component replacement procedures 65
6.
Remove the fan from the computer (3).
Reverse this procedure to install the fan.
66 Chapter 6 Removal and replacement procedures for Authorized Service Provider parts
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
System board for use in models with discrete graphics memory (includes integrated processor)
Intel i7-8650U processor
Intel i7-8550U processor
Intel i5-8350U processor
Intel i5-8250U processor
Intel i7-7600U processor
Intel i7-7500U processor
Intel i5-7200U processor
System board for use in models with UMA graphics memory
Intel i7-8650U processor
Intel i7-8550U processor
Intel i5-8350U processor
Intel i5-8250U processor
Intel i7-7600U processor
Intel i7-7500U processor
Intel i5-7300U processor
Intel i5-7200U processor
Spare part number
L15522-001
L15520-001
L15518-001
L15516-001
L43960xx1
L43959-xx1
L15523-001
L15514-001
L16126-xx1
L16124-xx1
L16121-xx1
L16119-xx1
L43961-xx1
L44047-xx1
L16117-xx1
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
).
5.
Remove the battery (see Battery on page 49 ).
6.
Remove the keyboard (see
7.
Remove the RJ-45 board and bracket (see RJ-45 board with bracket on page 56
).
8.
Remove the fan (see
).
Component replacement procedures 67
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:
● Solid-state drive (see
Solid-state drive (SSD) on page 38
)
● Memory modules (see
●
WLAN/Bluetooth module (see WLAN/Bluetooth combo card on page 41
)
●
WWAN module (see WWAN module on page 43 )
● Heat sink (see
)
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.
68 Chapter 6 Removal and replacement procedures for Authorized Service Provider parts
4.
Disconnect the following cables from the system board:
(1) RTC battery cable
(2) Fingerprint reader cable
(3) NFC module cable
(4) Speaker cable
(5) Display cable
(6) Camera cable
(7) Power button board cable
(8) USB cable
(9) Smart card reader cable
5.
Remove the four 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).
Component replacement procedures 69
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.
70 Chapter 6 Removal and replacement procedures for Authorized Service Provider parts
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 27 .
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
).
5.
Disconnect the battery cable from the system board (see Battery on page 49 ).
Remove the display assembly:
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.
Component replacement procedures 71
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.
72 Chapter 6 Removal and replacement procedures for Authorized Service Provider parts
8.
To replace the display 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 L15538-001. The display hinge cover (for non-touch displays) is available using spare part number L15539-001.
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.
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.
Component replacement procedures 73
10.
Remove the display bezel (4).
The display bezel is available using the following spare part numbers:
Models with a microphone module: L15505-001
Models with an HD camera: L15506-001
Models with an IR camera: L15507-001
Models with an IR camera and an ambient light sensor: L15508-001
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).
74 Chapter 6 Removal and replacement procedures for Authorized Service Provider parts
The HD camera module is available using spare part number L15510-001. The microphone module is available using spare part number L15512-001.
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.
Component replacement procedures 75
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).
76 Chapter 6 Removal and replacement procedures for Authorized Service Provider parts
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, 220 nits, non-touch: L17853-001
FHD panel, 400 nits, non-touch: L17854-001
UHD panel, 400 nits, non-touch: L17855-001
FHD panel, touch, privacy screen: L17856-001
FHD panel, touch, non-privacy: L17857-001
FHD panel, non-touch, privacy: L21943-001
Component replacement procedures 77
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 L15538-001.
Display hinges (for non-touch displays) are available using spare part number L15539-001.
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 L14370-001.
18.
If it is necessary to replace the camera/ambient light sensor cable:
78 Chapter 6 Removal and replacement procedures for Authorized Service Provider parts
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 L14370-001.
Component replacement procedures 79
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 L17823-001 for models without a WWAN module and L17824-001 for models with a WWAN module.
Reverse this procedure to reassemble and install the display assembly.
80 Chapter 6 Removal and replacement procedures for Authorized Service Provider parts
Top cover
Description
Top cover
The top cover remains after removing all other spared parts from the computer.
Spare part number
L17825-001
Component replacement procedures 81
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.
2
3
4
5
Number of long beeps/blinks
1
Error category
Not used
BIOS
Hardware
Thermal
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.
82 Chapter 7 Interpreting system validation diagnostic front panel LEDs and audible codes
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
Major/ minor code
2.2
Hardware
System board
2.3
2.4
3.2
3.3
3.4
5.2
5.3
Error condition
The main area (DXE) of BIOS has become corrupted and there is no recovery binary image available
The embedded controller policy requires the user to enter a key sequence (SureStart 2.0)
Notebook
Caps
Lock/Num
Lock LED
CAP/NUM
Blink = 2
CAP/NUM
Blink = 8
Desktop
2.2 - Power
LED
(red.white)
2.3 - Power
LED
(red.white)
Action
Follow the Crisis Recovery instructions at http://support.hp.com/us-en/document/ c02693833/ .
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.
Wait for DXE recovery to complete.
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)
The embedded controller has timed out waiting for BIOS to return from memory initialization
The embedded controller has timed out waiting for BIOS to return from graphics initialization ( 4/13- Graphics adaptor not found)
The system board displays a power failure (crowbar) *
Battery LED
White and
Amber blinking
CAP/NUM
Blink = 3
CAP/NUM
Blink = 4
2.4 - Power
LED
(red.white)
3.2 - Power
LED
(red.white)
3.3 - Power
LED
(red.white)
System board replacement.
If the system has an MXM module, try a different MXM module. Otherwise, the board most likely needs to be replaced.
CAP/NUM
Blink = 5
The embedded controller cannot find valid firmware
The embedded controller has timed out waiting for the BIOS
CAP/NUM
Blink = 7 (2
BB failure)
Battery LED
Blinking = 1
Hz (3 B failure)
CAP/NUM
Blink = 1
3.4 - Power
LED
(red.white)
5.2 - Power
LED
(red.white)
System board replacement.
System board replacement.
Not implemented
System board replacement.
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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 Self-
Repair 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.
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Resources
HP Resource Tool Description Link
HP Elite Support
HP Support Center
Provides live HP Premium support (available 24/7) to
Elite computers.
http://www8.hp.com/us/en/ads/eliteproducts/overview.html
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.
Subscribers Choice Allows you to sign up for HP product updates.
Provide discussions about HP products and issues.
HP Support Forums
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://www8.hp.com/us/en/ troubleshooting.html
http://www8.hp.com/us/en/subscribe/ http://h30434.www3.hp.com/psg/ 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: General troubleshooting steps do not have to be followed in a specific order if an issue does not apply.
Table 8-1 Troubleshooting methodology and general troubleshooting steps
Identify issue Analyze issue Resolve issue
1. Understand the issue on page 86
2. Examine the environment on page 88
3. Perform a visual inspection of hardware on page 89
4. Update BIOS and drivers on page 89
5. Remove or uninstall recently added hardware, software on page 89
6. HP Hardware Diagnostics and
7. Status lights, blinking light codes, troubleshooting lights, and POST error messages on page 94
9. Soft reset (Default Settings) on page 98
10. Reseat cables and connections on page 98
11. Test with minimum configuration on page 99
12. Test with verified working configuration (hardware and/or operating system) on page 100
Verify solution
Resources 85
Table 8-1 Troubleshooting methodology and general troubleshooting steps
Identify issue Analyze issue Resolve issue
13. Replace the system board on page 100
Verify solution
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
POST (UEFI/BIOS)
Performance
(operating system)
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
Common issues: all lights are off; troubleshooting lights are on; does not boot; video is absent.
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.
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 89 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).
86 Chapter 8 Troubleshooting guide
Table 4 categorizes failures by hardware.
4.
Display
5.
I/O devices (Input/Output)
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
and
Table 8-4 Failure classification by hardware devices and mechanical on page 88
). 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
1.
2.
Intermittent power-on, shutdown, reboot on page 105
a
3.
4.
Battery not recognized, not charging on page 107
5.
Battery discharges too fast on page 109
6.
1.
No video (with power) on page 110
2.
3.
Diagnostics error messages on page 112
4.
a,b,c similar symptoms
3. Performance
1.
Intermittent shutdown on page 114
a
2.
Blue screen (BSOD) error on page 139
b
3.
Freeze at Windows Logo (hang/lockup) on page 117
4.
Electromagnetic Interference (EMI) on page 118
5.
6.
7.
c
8.
HP Smart Adapter warning message on page 121
9.
Incorrect time and date on page 121
General troubleshooting steps 87
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
1.
2.
3.
No video (internal) on page 124 d
4.
No video (external) on page 125 d
5.
6.
7.
No or bad external video via docking on page 126
8.
Incorrect or missing color/ distorted image on page 126
9.
b,c,d similar symptoms
1.
2.
Keyboard point stick on page 129
3.
Keyboard backlight on page 129
4.
5.
Ethernet (RJ-45 jack) on page 130
6.
Network connectivity wireless (WLAN) on page 131
7.
8.
9.
10. Speaker, headphone - audio issues on page 135
11. Thunderbolt (TB) on page 136
1.
Hard drive/solid-state drive not recognized on page 138
2.
No boot to operating system (no read/write error) on page 138
3.
4.
Slow performance on page 120 c
5.
Blue screen (BSOD) error on page 139 b
6.
7. Mechanical
1.
Fan error message - 90B on page 141
2.
3.
Fan runs constantly on page 143
4.
5.
Stuck power button on page 144
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.
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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.
General troubleshooting steps 89
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
90 Chapter 8 Troubleshooting guide
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).”
General troubleshooting steps 91
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.
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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 .
General troubleshooting steps 93
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
Power button
Front power light
Front AC adapter and battery light
Front hard drive light
Rear AC adapter light
Description
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.
On: The computer is on.
Blinking: The computer is in the Sleep state.
Off: The computer is off.
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.
Blinking white: The hard drive is being accessed.
Amber: HP 3D DriveGuard has temporarily parked the hard drive.
White: The computer is connected to external power.
Off: The computer is not connected to external power.
94 Chapter 8 Troubleshooting guide
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
Caps/num lock lights = 1 blink
Caps/num lock lights = 2 blinks
Caps/num lock lights = 3 blinks
Caps/num lock lights = 4 blinks
Caps/num lock lights = 5 blinks
Caps/num lock lights = 6 blinks
Caps/num lock lights = 7 blinks
Caps/num lock lights = 8 blinks
Embedded controller unable to load firmware
Processor not executing code
BIOS recovery code unable to find valid BIOS recovery image
Memory module error
Graphics controller error
System board error
Intel Trusted Execution Technology (TXT) Error
Sure Start unable to find valid BIOS Boot Block image
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
Startup Test Hard Disk 1 SMART 301
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.cachetoken
for details on troubleshooting issues related to the memory module.
Attempt to reseat the hard drive and repeat the test. The hard drive may have failed.
General troubleshooting steps 95
Table 8-6 System diagnostics failure codes and user actions (continued)
Test description Failure description
Error code Suggested user actions
Boot Device Manager
BIOS Recovery
BIOS Application
CMOS Recovery
Battery Check
Wireless Modules
Fan
Boot device not found
BIOS Recovery Occurred
BIOS Application Error
CMOS Recovery Occurred
Primary Battery Replace
3F0
500
501
502
601
Not installed or responding 701
Fan not operating correctly 90B
Reset BIOS. Then reseat the hard drive and repeat the test.
This message indicates that BIOS recovery was completed successfully. No further action is required.
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.
This message indicates that CMOS recovery was completed successfully. No further action is required.
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.
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.
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 Description
These lights should be visible after removing the service door or bottom cover. Consult with support for platform-specific locations of the lights.
Troubleshooting LEDs diagram
96 Chapter 8 Troubleshooting guide
● 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
Off
On
External lights
On
Off
Action Note
Do not replace system board No power-on issue
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.
General troubleshooting steps 97
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.
98 Chapter 8 Troubleshooting guide
Many problems are caused by improper connections or loose connections due to abnormal movement and vibration. See
and
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
).
● 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.
General troubleshooting steps 99
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 93
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 89 ,
7. Status lights, blinking light codes, troubleshooting lights, and POST error messages on page 94 ,
, and
9. Soft reset (Default Settings)
100 Chapter 8 Troubleshooting guide
, and/or
10. Reseat cables and connections on page 98
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 85
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 85
), follow the helpful hints below before running diagnostics and troubleshooting.
Helpful Hints 101
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.
102 Chapter 8 Troubleshooting guide
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 86
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
Symptoms
● Computer does not start
● Display is black or blank
● No fan noise
● No hard drive spinning
● Lights do not glow
Procedures
Possible causes
Failed power input to the computer (external power source, AC adapter, faulty battery).
Bad connection to the computer (bad power button, power connector).
Defective parts (memory, hard drive, graphics) or failed system board.
Troubleshooting steps
Perform quick check
Remove all external devices, including docking station.
Verify external power source ( 2. Examine the environment on page 88
).
Common issues and possible solutions 103
Items Procedures
Perform a hard reset (
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.
● 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.
●
to the computer is good.
NOTE: Refer to battery replacement section for removing/replacing the battery
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.
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: This action requires a digital voltmeter.
NOTE: 2015 mWS does not have the power cable between system board and power connector on chassis
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 94 )
104 Chapter 8 Troubleshooting guide
Items
Tips and tricks
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
(Troubleshooting) lights on page 96 .
2.
Verify all connections and reseat parts (
10. Reseat cables and connections on page 98 ).
Verify system board
1.
Test essential hardware configuration (
11. Test with minimum configuration on page 99 ,
12. Test with verified working configuration (hardware and/or operating system) on page 100
,
13. Replace the system board on page 100 ) 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
● Does not always turn on
● Intermittently hangs
● Intermittently shuts down
● Spontaneously reboots
Possible causes
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 (
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.
Follow actions in No Power on page 103 .
Common issues and possible solutions 105
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 99 )
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.
106 Chapter 8 Troubleshooting guide
AC adapter issue
Symptoms
● No sign of power
● No boot
● No rear power light
● No front power light
● Battery does not charge when AC adapter is connected
Tips and tricks
Solution
Possible causes
AC adapter and others (i.e., external power source)
Troubleshooting steps
Quick check
1.
Verify external power source ( 2. Examine the environment on page 88
).
2.
Remove all external devices, including docking station.
3.
Perform a hard reset for the computer (
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 121
for further information.
Verify AC adapter
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 94
). 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
Symptoms
● No battery status light
● Blinking amber (critically low battery level)
● No boot without AC adapter
Procedures
Possible causes
Defective AC adapter and/or battery.
NOTE: Before proceeding, verify that the computer can boot to BIOS or Windows with a good AC adapter.
Common issues and possible solutions 107
Items
Tips and tricks
108 Chapter 8 Troubleshooting guide
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 (
2.
Soft reset (
9. Soft reset (Default Settings) on page 98 )
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 90
)
● 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 92
)
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/
Battery discharges too fast
Items
Symptoms
Battery has good status light but discharges too fast
Tips and tricks
Procedures
Possible causes
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.
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/
Common issues and possible solutions 109
Burnt smell
Items Procedures
Symptoms
Emits smoke, burnt smell
Possible causes
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
● No video (black/blank image) but have power
● Light activity
● No error messages
● Fan noise
● Hard drive light blinking and hard drive noise
Possible causes
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 (
) 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.
110 Chapter 8 Troubleshooting guide
Items Procedures
5.
If external video is OK, update BIOS, software, and drivers ( 4. Update BIOS and drivers on page 89
) and perform soft reset ( 9. Soft reset (Default Settings) on page 98 ) 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).
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 99 ) 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
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
● If there is video on display, disconnect external display device, open the computer lid and restart.
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
Symptoms
Lights blink on keyboard caps lock / num lock keys
Note
Procedures
Possible causes
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
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 94
) for corrective actions.
3.
If internal hardware components (memory, hard drive, etc.) have been recently added, a component may not be connected properly. Remove and reseat new components (
Reseat cables and connections on page 98
) one at a time.
Since the display may not be functional, lights are used to indicate an error.
Common issues and possible solutions 111
Diagnostics error messages
Items
Symptoms
● Computer has power
● POST error message displays
(Windows logo has not yet appeared)
Procedures
Possible causes
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
1.
See
7. Status lights, blinking light codes, troubleshooting lights, and POST error messages on page 94
for corrective actions. An example of a POST error message is shown below.
Note
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 98
)
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.
112 Chapter 8 Troubleshooting guide
BIOS password
Items Procedures
Symptoms
Some sections are unavailable (grayed out)
Possible causes
BIOS administration password is required.
Reference
Troubleshooting steps
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.
Common issues and possible solutions 113
Intermittent shutdown
Items Procedures
Symptoms
● Shutdown during startup
● Shutdown during operation
Possible causes
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 89 )
2.
Perform hard reset (
3.
Perform soft reset ( 9. Soft reset (Default Settings) on page 98 )
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.
Verify thermal condition: a.
Test fan using HP PC Hardware Diagnostics (UEFI) tool (
Diagnostics and Tools on page 90
) 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.
2.
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 90
) 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).
114 Chapter 8 Troubleshooting guide
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
Symptoms
● 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
Important Notes & Resources
Procedures
Possible causes
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).
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 139
.
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 (
) after disconnecting all external peripherals.
3.
Reset BIOS to default (
9. Soft reset (Default Settings) on page 98
) to prevent booting to another device.
4.
Run HP Hardware Diagnostics ( 6. HP Hardware Diagnostics and Tools on page 90
) to isolate major faulty hardware issues.
Common issues and possible solutions 115
● 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 90 .
5.
6.
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: a.
Update BIOS and drivers ( 4. Update BIOS and drivers on page 89 ) 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 99
) to troubleshoot issues.
9.
If you cannot start Windows: a.
Boot to safe mode. (
11. Test with minimum configuration on page 99
) 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.
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.
116 Chapter 8 Troubleshooting guide
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
Symptoms
● 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
Procedures
Possible causes
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).
Common issues and possible solutions 117
Items Procedures
Tips and tricks
Troubleshooting steps
Follow suggested steps below one at a time to verify normal boot process:
1.
Disconnect all external peripherals, and perform a hard reset ( 8. Hard reset on page 97 ).
2.
Perform soft reset (
9. Soft reset (Default Settings) on page 98 ).
3.
Update BIOS and drivers (
4. Update BIOS and drivers on page 89
).
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 90 )
to isolate hardware issue.
5.
Undo recent changes in Windows (
5. Remove or uninstall recently added hardware, software on page 89
).
6.
Reseat cables and connections (
10. Reseat cables and connections on page 98 ).
7.
Start Windows in safe mode ( 11. Test with minimum configuration on page 99 ).
8.
Use Startup Repair Windows to fix Windows damaged files.
9.
Test with essential hardware configuration (
11. Test with minimum configuration on page 99
) 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
Symptoms
System locks up, freezes in certain physical area or location
Procedures
Possible causes
Electromagnetic interference (EMI).
Troubleshooting steps
1.
See (
2. Examine the environment on page 88
). 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.
118 Chapter 8 Troubleshooting guide
No wake up
Items Procedures
Symptoms
When resuming from a power management state the computer may display:
● Blank screen
● Some light activity
Possible causes
Power-saving mode; multiple-display setting.
Troubleshooting steps
1.
power button to exit Sleep.
2.
Reset BIOS to default (associated with OS Power Management in Power Menu) (
Update BIOS and drivers on page 89
)
3.
Verify power management settings in Windows Power Options. Disable Sleep options if the issue is resolved.
Tips and tricks
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 + 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.
Common issues and possible solutions 119
Unresponsive
Items
Symptom
Unresponsive
Procedures
Possible causes
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
Symptom
Slow performance when performing small tasks, or even in idle mode
Tips and tricks
Procedures
Possible causes
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 139 .
See http://h20564.www2.hp.com/hpsc/doc/public/display?
docLocale=en_US&docId=emr_na-c00816938 (see
Routine Maintenance for Performance
).
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 .
120 Chapter 8 Troubleshooting guide
HP Smart Adapter warning message
Items
Symptom
Warning message displayed in
Window
Procedures
Possible causes
Less powerful AC adapter, BIOS out of date.
Note
Incorrect time and date
Item
Symptom
Incorrect date and time
Troubleshooting steps
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.
Procedure
Possible cause
Real-time clock (RTC) battery might need replacement.
Troubleshooting steps
1.
Reset the date and time in the operating system Control Panel.
2.
Replace the RTC battery.
Common issues and possible solutions 121
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
122 Chapter 8 Troubleshooting guide
Dead pixel
Display anomalies
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 90
), 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.
Common issues and possible solutions 123
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
Symptoms
No internal video with certain programs (i.e., video-intensive games)
References
Procedures
Possible causes
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.
See section No video (with power) on page 110 for display information.
124 Chapter 8 Troubleshooting guide
No video (external)
Items
Symptom
No image on external monitor
Procedures
Possible causes
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 125
.
HDMI
Items
Symptoms
● Display issue
● Sound issue
Procedures
Possible causes
Cable, connection, settings.
References
Troubleshooting steps
Quick Check
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 89 ).
2.
Update BIOS and drivers ( 4. Update BIOS and drivers on page 89 ) when sound is heard but
no video on HDTV.
http://support.hp.com/us-en/document/c01186408
Common issues and possible solutions 125
No or bad external video via docking
Items
Symptoms
No or bad image on external monitor via ports of docking station (VGA, DP,
TB, display port, etc.)
Note
Procedures
Possible causes
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.
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
System works normally but the display shows:
● Missing or strange color
● Image distortion
Possible causes
Loose connection, display cable, display, graphics card.
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.
126 Chapter 8 Troubleshooting guide
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
Symptoms
Unresponsive
Inaccurate
Configure the touch display in Control Panel >
Tablet PC Settings
References
Procedures
Possible causes
Dirt and smudge, driver, touch display configuration, power management.
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: 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.
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
Common issues and possible solutions 127
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
Keystrokes not recognized
Characters not matched
Possible causes
Dust trapped under keycap, loose keycap, loose keyboard connection, defective keyboard.
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.
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.
Tips and tricks A key only works when pressed with force. Inspect and remove debris trapped under keycap.
128 Chapter 8 Troubleshooting guide
Keyboard point stick
Items Procedures
Symptom
Point stick not working properly
Possible causes
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
Backlight function not working properly
Possible causes
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.
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.
Common issues and possible solutions 129
TouchPad
Items
Symptoms
Not working properly
(1) – TouchPad on/off button
(2) – TouchPad
Procedures
Possible causes
On/Off enabled, driver, settings.
Troubleshooting steps
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
Symptoms
● Unable to find networks (yellow bang)
● Connection dropouts
● Slow performance
Procedures
Possible causes
Network source, cable, connection, RJ-45 port, driver, settings.
HP Support Assistant tool - No network detected in
HPSA
Troubleshooting steps
Quick Check: verify the network status lights that supposed to flash when there is network activity.
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.
130 Chapter 8 Troubleshooting guide
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
● Unable to find networks (yellow bang)
● Connection dropouts
● Slow performance
Possible causes
Network source, cable, connection, wireless module, driver, settings.
HP Support Assistant tool - No network detected in
HPSA
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.
Wireless Adapter Properties - U-APSD support
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.
10.
Configure power management advanced settings as necessary.
Common issues and possible solutions 131
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
Unable to find networks/service
Possible causes
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”.
132 Chapter 8 Troubleshooting guide
USB
Items
Symptoms
● USB devices are not recognized
● USB devices are not charging
Examples of USB device Not Recognized
Procedures
Possible causes
USB devices do not have the latest software drivers, port insufficient power, or not compliant.
NOTE: 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 98 ) 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.
Common issues and possible solutions 133
Smart card reader
Items
Symptoms
● Not recognized
● Unable to write
Card Reader Removal Policy
Procedures
Possible causes
Physical damage, incorrect insertion, dirt, driver, malfunctioning card reader.
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.
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.
134 Chapter 8 Troubleshooting guide
Speaker, headphone - audio issues
Items
Symptoms
● No sound from external or internal speakers
● Distorted sound, too soft, too loud, intermittent
No sound from headphones
No sound from external speakers
Procedures
Possible causes
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.
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.
Check for possible interference devices nearby that may impact the audio (cell phone or portable communications handset.)
Common issues and possible solutions 135
Thunderbolt (TB)
Items
Symptom
Thunderbolt device not working
Procedures
Possible causes
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 .
136 Chapter 8 Troubleshooting guide
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.
Common issues and possible solutions 137
Hard drive/solid-state drive not recognized
Items
Symptom
Hard drive is not recognized during
POST
Procedures
Possible causes
Loose connection, faulty hard drive, faulty drive configuration/BIOS setting.
Troubleshooting steps
1.
Perform a hard reset ( 8. Hard reset on page 97
).
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
Symptoms
● Post error message: Boot Device not found (3F0)
● Hang when booting to operating system
Note
Procedures
Possible causes
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.
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
.
138 Chapter 8 Troubleshooting guide
Read-write error
Items Procedures
Symptoms
● Post error message (i.e., error code 301)
● Hang when working on data, files, documents
Possible causes
Loose connection, faulty hardware.
Troubleshooting steps
1.
Perform a hard reset (
2.
Reset BIOS to default (
9. Soft reset (Default Settings) on page 98 ).
3.
).
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.
Note If there is a hard drive POST error message, see
POST Error Messages and User Actions on page 149 .
Slow performance
Items
Symptoms
Slow performance even when performing small read/write operations
Tips & tricks
Procedures
Possible causes
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: 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
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
for detailed troubleshooting steps.
Common issues and possible solutions 139
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
Symptoms
● Loud noise from hard drive
● Clicking noise from hard drive
● Still boots to operating system and operates normally
Tips & tricks
Procedures
Possible causes
BIOS, hard drive firmware, driver, faulty drive, power supply (AC adapter).
Troubleshooting steps
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).
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 ).
140 Chapter 8 Troubleshooting guide
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.
Note
Troubleshooting steps
General actions
1.
Update BIOS and drivers ( 4. Update BIOS and drivers on page 89
) 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 97 ). Performing a hard reset can reset
recorded thermal values in memory.
Thermal-related issue
1.
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 90 ). 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.
2.
Verify thermal solution
▲ 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.
Common issues and possible solutions 141
Items Procedures
See http://h20564.www2.hp.com/hpsc/doc/public/display?
docLocale=en_US&docId=emr_na-c01657439 .
Noise (sound)
Items Procedures
Symptoms
Computer emits abnormal noise
Noisy fan
Noisy hard drive
Noisy optical drive
Noisy speaker
Possible causes
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.
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 143 .
Determine whether the noise comes from the hard drive.
See
Noisy hard drive on page 140 .
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.
Noisy display Determine whether the noise comes from display panel (humming noise). Change display frequency settings. See
.
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.
142 Chapter 8 Troubleshooting guide
Fan runs constantly
Items
Symptoms
● Fan never stops running
● Generates heat
● Decreased computer performance
Notes
Procedures
Possible causes
● BIOS not up to date.
● 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 89
) 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 97 ). Performing a hard reset can reset
recorded thermal values in memory.
Thermal-related issue
1.
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 90 ). 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.
2.
Verify thermal solution
Use Thermal Monitor tool (available only to authorized service providers/technicians)
( HP Thermal Monitor on page 93
) 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.
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:
● http://support.hp.com/us-en/document/c01007591 .
● http://h20564.www2.hp.com/hpsc/doc/public/display?
docLocale=en_US&docId=emr_na-c01657439 .
Common issues and possible solutions 143
Items Procedures
● http://h20564.www2.hp.com/hpsc/doc/public/display?
docLocale=en_US&docId=emr_na-c00816938 .
Thermal shutdown (hot)
Items
Symptoms
Similar to fan runs constantly issue
( Fan runs constantly on page 143
)
● System shutdown
● Abnormal heat
● Continually running fan
● Decreased computer performance
Note
Procedures
Possible causes
BIOS not up to date, thermal condition (fan, air flow)
Troubleshooting steps
1.
Update BIOS and drivers ( 4. Update BIOS and drivers on page 89 ) and reset BIOS to
default. BIOS may implement new fan characteristics and updates for other component.
2.
Perform a hard reset ( 8. Hard reset on page 97 ). 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.
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.
fan blades spin correctly.
e.
Test with a verified working fan.
f.
Remove old thermal compound and pads, and replace properly with new pads.
2.
Verify thermal solution:
○ 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
Symptoms
● Rear power indicator light is on
● Will not turn on when power button is pressed
● Automatically powers on
Procedures
Possible causes
Sticky or defective power button.
Troubleshooting steps
General actions
1.
Perform a hard reset ( 8. Hard reset on page 97
).
144 Chapter 8 Troubleshooting guide
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.
Common issues and possible solutions 145
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
Caps/num lock lights = 1 blink
Caps/num lock lights = 2 blinks
Caps/num lock lights = 3 blinks
Caps/num lock lights = 4 blinks
Caps/num lock lights = 5 blinks
Caps/num lock lights = 6 blinks
Caps/num lock lights = 7 blinks
Caps/num lock lights = 8 blinks
Embedded Controller unable to load firmware
Processor not executing code
BIOS recovery code unable to find valid BIOS recovery image
Memory module error
Graphics controller error
System board error
Intel Trusted Execution Technology (TXT) Error
Sure Start unable to find valid BIOS Boot Block image
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 85 .
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
.
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
Startup test
Invalid value
Memory module
00A
200
Contact support for assistance.
Startup test
Startup test
Startup test
Startup test
Run-in test
Run-in test
Run-in test
Run-in test
Run-in test
Hard Disk 1 SMART
Hard Disk 2 SMART
Hard Disk 1 Quick
Hard Disk 2 Quick
Memory module
Hard Disk 1 SMART
Hard Disk 2 SMART
Hard Disk 1 Quick
Hard Disk 2 Quick
301
302
303
304
200
301
302
303
304
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
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%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.
Attempt to reseat the hard drive and repeat the test.
The hard disk drive may have failed. Contact support for assistance.
The hard drive may have failed. Contact support for assistance.
The hard drive may have failed. Contact support for assistance.
The hard drive may have failed. Contact support for assistance.
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.
Attempt to reseat the hard drive and repeat the test.
The hard drive may have failed. Contact support for assistance.
The hard drive may have failed. Contact support for assistance.
The hard drive may have failed. Contact support for assistance.
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 Test
Hard Disk Test
Hard Disk Test
Hard Disk Test
Hard Disk Test
Boot Device
Manager
Boot Device
Manager
Boot Device
Manager
Boot Device
Manager
Boot Device
Manager
Hard Disk 1 SMART
Hard Disk 2 SMART
Hard Disk 1 Quick
Hard Disk 2 Quick
Hard Disk 1 Full
Hard Disk 2 Full
302
303
304
305
306
Boot device not found 3F0
Hard Disk 1 Error
Hard Disk 2 Error
Hard Disk 1 SMART
Hard Disk 2 SMART
301
3F1
3F2
301
302
Attempt to reseat the hard drive and repeat the test.
The hard drive may have failed. Contact support for assistance.
The hard drive may have failed. Contact support for assistance.
The hard drive may have failed. Contact support for assistance.
The hard drive may have failed. Contact support for assistance.
The hard drive may have failed. Contact support for assistance.
The hard drive may have failed. Contact support for assistance.
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.cachetoken
for more information.
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.
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.
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.
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
150 Chapter 8 Troubleshooting guide
Test description Failure descriptions Error code Possible user actions
BIOS Recovery
BIOS Application
CMOS Recovery
Battery Check
Battery Check
Wireless Module
Fan
BIOS Recovery
Occurred
CMOS Recovery
Occurred
Primary Battery
Replace
500
BIOS Application Error 501
Secondary Battery
Replace
Not installed or responding
Fan not operating correctly
502
601
602
701
90B
%253Den_US%257CcalledBy
%253D&javax.portlet.endCacheTok=com.vignette.cachetoken
for more information.
This message indicates that BIOS recovery was completed successfully. No further action is required.
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 89 for more information.
If reinstalling the BIOS fails, contact support for further assistance.
This message indicates that CMOS recovery was completed successfully.
No further action is required.
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.
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.
Reseat the wireless LAN adapter module, if your notebook supports it.
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
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%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
Perform a system tune up.
Run Windows Update.
Scan for and remove viruses.
Scan for and remove spyware and adware.
Empty the Recycle Bin.
Delete temporary Internet files.
Back up user files.
Create a restore point.
Defragment the hard drive.
Run Scan Disk.
Clean the exterior of the computer.
Close programs that are not being used.
Prevent programs from loading at startup.
Weekly
X
X
X
X
X
X
Monthly
X
X
X
X
Occasionally
X
X
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
Sub-pixel faults
VGA, SVGA, SD, WSVGA, XGA, 720p, SD+, WXGA, HD
WXGA+, SXGA+, HD+, SXGA+
WSXGA+, UXGA, FHD, WUXGA
QHD, QHD+, WQXGA, UD
Electrical defect clusters (defects within a 5x5 pixel block)
Minimum distance between ANY allowable defects (unless otherwise specified)
Cluster with 2 or more sub-pixels with sub-pixel faults
Dim lines
Cross line(s) on/off
Horizontal line(s) on/off
Vertical line(s) on/off
N ≤ 2 Type 1
N ≤ 2 Type 2
N ≤ 3 Type 1
N ≤ 3 Type 2
N ≤ 4 Type 1
N ≤ 4 Type 2
N ≤ 5 Type 1
N ≤ 5 Type 2
S ≥ 25 mm
N ≥ 3 Type 1
N ≥ 4 Type 1
N ≥ 5 Type 1
N ≥ 6 Type 1
S < 25 mm
Not allowed
Not allowed
Not allowed
Not allowed
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
.
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:
● Turn on or restart the computer, and when the HP logo appears, press f9 to enter the Boot Device
Options menu.
2.
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 .
b.
Hard drive c.
BIOS
3.
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 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
.
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
(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.
Dimensions
Length
Width
Height (non-touch)
Height (touch)
Weight
Input power
Operating voltage
Operating current
Temperature
234.0 mm
326.0 mm
17.9 mm
18.05 mm
1.48 kg
9.22 in
12.84 in
0.71 in
0.72 in
3.27 lbs
19.0 V dc @ 4.74 A – 90 W or 18.5 V dc @ 3.5 A - 65 W or 45 W
4.74 A or 3.5 A
Operating (not writing to optical disc)
Operating (writing to optical disc)
Nonoperating
Relative humidity
0°C to 35°C
5°C to 35°C
-20°C to 60°C
32°F to 95°F
41°F to 95°F
-4°F to 140°F
Operating
Nonoperating
Maximum altitude (unpressurized)
Operating (14.7 to 10.1 psia)
10% to 90%
5% to 95%
Nonoperating (14.7 to 4.4 psia)
Shock
Operating
Nonoperating
-15 m to 3,048 m
-15 m to 12,192 m
125 g, 2 ms, half-sine
200 g, 2 ms, half-sine
50 ft to 10,000 ft
-50 ft to 40,000 ft
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
35.6-cm (14.0-in) display specifications
Active diagonal size
Resolution
Surface treatment
Brightness
Viewing angle
Backlight
Aspect ratio
Display panel interface
Metric U.S.
35.6-cm
FHD: 1920×1080
UHD: 3840×2160
Anti-glare (except touch screen)
FHD (45% CG): 220 nits
FHD (72% CG): 400 nits or 700 nits
UHD: 400 nits
UWVA
LED
16:9 eDP
14.0-in
174 Chapter 12 Specifications
M.2 PCIe solid-state drive specifications
256-GB* 512-GB* 1-TB*
Dimensions
Height
Length
Width
Weight
Interface type
Transfer rate
Sequential Read
Random Read
Sequential Write
Random Write
Ready time, Maximum (to not busy)
1 mm
50.8 mm
28.9 mm
< 10 g
ATA-7
Up to 2150 MB/s
Up to 300,000 IOPs
Up to 1260 MB/s
Up to 100,000 IOPs
1.0 s
1 mm
50.8 mm
28.9 mm
< 10 g
ATA-7
Up to 2150 MB/s
Up to 300,000 IOPs
Up to 1550 MB/s
Up to 100,000 IOPs
1.0 s
1 mm
50.8 mm
28.9 mm
< 10 g
ATA-7
Up to 2150 MB/s
Up to 300,000 IOPs
Up to 1550 MB/s
Up to 100,000 IOPs
1.0 s
Access times
Logical
Total logical sectors
Operating temperature
Operating
Non-operating
0.1
500,118,192
0° to 70°C (32°F to
158°F)
-40° to 80°C (-40°F to
176°F)
0.1
1,000,215,216
0° to 70°C (32°F to
158°F)
-40° to 85°C (-40°F to
185°F)
*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.
0.1
1,500,336,388
0° to 70°C (32°F to
158°F)
-40° to 85°C (-40°F to
185°F)
M.2 PCIe solid-state drive specifications 175
M.2 SATA solid-state drive specifications
128-GB* 256-GB* 512-GB*
Height
Weight
Form factor
Transfer rate
Interface type
Ready time, maximum (to not busy)
Access times, logical
Total logical sectors
1.35 mm
< 10 g
M.2 2280-D2-B-M up to 540 MB/sec
SATA-3
1.0 ms
0.1 ms
234,441,648
1.35 mm
< 10 g
M.2 2280-D2-B-M up to 540 MB/sec
SATA-3
< 1.0 ms
0.1 ms
468,883,296
1.35 mm
< 10 g
M.2 2280-D2-B-M up to 540 MB/sec
SATA-3
< 1.0 ms
0.1 ms
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
Australia
Austria
Belgium
Canada
Denmark
Finland
France
Germany
Italy
Japan
The Netherlands
Norway
The People's Republic of China
South Korea
Accredited agency
IMQ
METI
KEMA
NEMKO
COC
EK
EANSW
OVE
CEBC
CSA
DEMKO
FIMKO
UTE
VDE
Applicable note number
1
3
1
1
5
4
1
1
1
1
1
1
1
2
Requirements for all countries 177
Country/region Accredited agency Applicable note number
Sweden
Switzerland
Taiwan
The United Kingdom
SEMKO
SEV
BSMI
BSI
1
1
4
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.
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.
2.
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 Amount (Size)
HP Sure Start flash
(select models only)
8 MBytes
Does this memory store customer data?
No
Real Time Clock
(RTC) battery backed-up CMOS configuration memory
Controller (NIC)
EEPROM
256 Bytes
64 KBytes (not customer accessible)
No
No
DIMM Serial
Presence Detect
(SPD) configuration data
System BIOS
256 Bytes per memory module, 128
Bytes programmable
(not customer accessible)
9 MBytes
No
Yes
Does this memory retain data when power is removed?
Yes
Yes
Yes
Yes
What is the purpose of this memory?
How is data input into this memory?
How is this memory write-protected?
Provides protected backup of critical System
BIOS code, EC firmware, and critical computer configuration data for select platforms that support HP
Sure Start.
For more information, see
(select models only) on page 184 .
Stores system date and time and noncritical data.
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.
Stores NIC configuration and NIC firmware.
Stores memory module information.
RTC battery backed-up CMOS is programmed using the
Computer Setup (BIOS), or changing the Microsoft
Windows date & time.
This memory is not writeprotected.
NIC EEPROM is programmed using a utility from the NIC vendor that can be run from
DOS.
DIMM SPD is programmed by the memory vendor.
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.
Data cannot be written to this memory when the module is installed in a computer. The specific write-protection method varies by memory vendor.
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
Intel Management
Engine Firmware
(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.)
Bluetooth flash
(select products only)
802.11 WLAN
EEPROM
Webcam (select products only)
Fingerprint reader
(select products only)
Amount (Size)
Does this memory store customer data?
1.5 MBytes or 7
MBytes
2 Mbit
4 Kbit to 8 Kbit
64 Kbit
512 KByte flash
Yes
No
No
No
Yes
Does this memory retain data when power is removed?
What is the purpose of this memory?
How is data input into this memory?
Yes
Yes
Yes
Yes
Yes
How is this memory write-protected?
product, and then follow the on-screen instructions.
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.
Stores
Bluetooth configuration and firmware.
Stores configuration and calibration data.
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 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.
Stores webcam configuration and firmware.
Stores fingerprint templates.
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 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.
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.
2.
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.
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.
7.
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
A
AC adapter, spare part numbers 29
ambient light sensor board
antennas
audio
audio-out (headphone)/audio-in
(microphone) combo jack,
B
battery
removing 49 spare part number 49
bezel
BIOS
Bluetooth card
boot order
changing using the f9 prompt
bottom cover
removing 36 spare part number 26, 36
bracket kit, spare part number 29
buttons
C
Cable Kit
contents 26 spare part number 26
call answer light 13 call end light 13
camera cable
camera module
caps lock light, identifying 13
chipset, product description 1
components
Computer Setup
restoring factory settings 163
using a USB keyboard or USB mouse to start Computer
D display assembly
removal 71 spare part numbers 71
display bezel
display enclosure
display hinge
display panel
docking
docking connector, identifying 8
E error
ethernet
F fan
removal 65 spare part number 25, 65
fingerprint reader
fingerprint reader assembly
removal 59 spare part number 59
fingerprint reader, identifying 14
186 Index
G
graphics, product description 1
H
heat sink
hinge
hot keys
pause 17 programming query 17 scroll lock 17 hotkeys, using 17
HP PC Hardware Diagnostics (UEFI)
HP Recovery Manager
HP Recovery media
HP Recovery partition
I integrated numeric keypad,
internal microphones, identifying
J jacks audio-out (headphone)/audio-in
K keyboard
keyboard backlight
keypad
keys
L labels
lights
AC adapter and battery 8 battery 8
fn lock 13 microphone mute 13 num lock 13
M
M.2 solid-state drive
memory
memory module
microphone
microphone module
microphone mute key, identifying
microphone mute light, identifying
N
NFC module
removal 63 spare part number 24, 63
NFC tapping area
O operating system, product
P pointing device, product
pointing stick, identifying 12
ports
USB 3.x SuperSpeed port with HP
USB Type-C power connector and
Thunderbolt port with HP Sleep
power button board
power button board assembly
removal 57 spare part number 57
power connector
identifying 8 identifying USB Type-C 8
power cord
Index 187
power requirements, product
primary storage
privacy screen action key,
processors, product description 1
product description
pointing device 4 ports 4 power requirements 4
product name and number,
R raw panel
recover
recovery
recovery media creating using HP Recovery
recovery partition
regulatory information
regulatory label 22 wireless certification labels 22
removal/replacement
removing personal data from volatile
RJ-45 (network) jack, identifying 8
RJ-45 (network) lights, identifying
RJ-45 board with bracket
removal 56 spare part number 24, 56
RTC battery
removal 54 spare part number 24, 54
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
restoring factory settings 163
sharing or presenting light 13
slots
smart card reader
removal 64 spare part number 64
smart card reader board
smart card slot, identifying 9
solid-state drive
removal 38 spare part numbers 25, 38
speaker assembly
removal 58 spare part number 58
specifications
Sure Start
switch screen image action key 16
system board
system memory, removing personal
system restore point
system restore point, creating 168
T
Thunderbolt port with HP Sleep and
Charge
top cover
removal 81 spare part number 24, 81
TouchPad
removal 60 spare part number 24, 60
TouchPad button board
removal 62 spare part number 24, 62
TouchPad zone
traveling with the computer 22
U
USB 3.x SuperSpeed port with HP
Sleep and Charge, identifying 9
USB 3.x SuperSpeed port,
USB board
removal 55 spare part number 24, 55
188 Index
USB Type-C power connector and
Thunderbolt port with HP Sleep and
V
volume
W
Windows
Windows application key,
Windows tools
wireless antennas
wireless antennas, identifying 11
wireless certification label 22
wireless light, identifying 13, 19
wireless networking
WLAN antenna
WLAN/Bluetooth combo card
removal 41 spare part number 25, 41
WWAN antenna
WWAN module
removal 43 spare part number 25, 43
Index 189
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