HP Zbook Firefly 14 G7 Mobile Workstation (8VK71AV) Guide

Remove the bottom cover ( Bottom cover on page 33 ).

Disconnect the battery cable from the system board (see Battery on page 43 ).

If you are replacing a memory module, remove the existing memory module:

Use the tab (1) to lift the cover off the memory modules (2). The cover is held in place by clips on the system board.

Component replacement procedures 35

Spread the two retention clips outward (1) until the memory module tilts up at a 45° angle, and then remove the module (2). Use the same procedure to remove all memory modules.

IMPORTANT: To prevent damage to the memory module, hold the memory module by the edges only.

Do not touch the components on the memory module.

To protect a memory module after removal, place it in an electrostatic-safe container.

To install a memory module:

Align the notched edge of the module with the tab in the slot (1), and then press the module into the slot at an angle until it is seated (2).

Press down on the module until the side retention clips snap into place (3).

36 Chapter 5 Removal and replacement procedures for Customer Self-Repair parts

Replace the cover by inserting the edges of the cover into the clips on the system board that surround the memory modules (1).

WLAN module

To remove the WLAN module, use this procedure and illustration.

Table 5-3 WLAN module descriptions and part numbers

Description

Intel Wi-Fi 6 AX201 + Bluetooth 5 (802.11ax 2 × 2, vPro)

Intel Wi-Fi 6 AX201 + Bluetooth 5 (802.11ax 2 × 2, non-vPro)

Spare part number

L57248-002

L57250-002

IMPORTANT: To prevent an unresponsive system, replace the wireless module only with a wireless module authorized for use in the computer by the governmental agency that regulates wireless devices in your country or region. If you replace the module and then receive a warning message, remove the module to restore device functionality, and then contact technical support.

Before removing the WLAN module, follow these steps:

Prepare the computer for disassembly (

Remove the bottom cover ( Bottom cover on page 33 ).

Disconnect the battery cable from the system board (see Battery on page 43 ).

Remove the WLAN module:

Carefully disconnect the two antenna cables from the module (1).

Component replacement procedures 37

Remove the Phillips M2.0 × 2.5 screw (2), and then remove the WLAN module (3).

NOTE: Models have either one or two WLAN antennas. On models with two antennas, the #1 white

WLAN antenna cable connects to the WLAN module #1 Main terminal. The #2 black WLAN antenna cable connects to the WLAN module #1 Aux terminal.

If the WLAN antenna is not connected to the terminal on the WLAN module, install a protective sleeve on the antenna connector, as shown in the following illustration.

Reverse this procedure to install the WLAN module.

WWAN module

To remove the WWAN module, use this procedure and illustration.

38 Chapter 5 Removal and replacement procedures for Customer Self-Repair parts

Table 5-4 WWAN module descriptions and part numbers

Description

Intel XMM 7560 LTE-Advanced Pro (Cat16)

Intel XMM 7360 LTE-Advanced (Cat 9)

Spare part number

L40752-002

L70670-002

Before removing the WWAN module, follow these steps:

Prepare the computer for disassembly (

Remove the bottom cover ( Bottom cover on page 33 ).

Disconnect the battery cable from the system board (see Battery on page 43 ).

Remove the WWAN module:

Disconnect the WWAN antenna cables (1) from the terminals on the WWAN module.

Remove the Phillips M2.0 × 2.0 screw (2) that secures the WWAN module to the bottom cover. (The

WWAN module tilts up.)

Remove the WWAN module (3) by pulling the module away from the slot at an angle.

NOTE: When viewed with the antenna terminals at the top of the module, the white WWAN antenna cables connects to the terminal to the left of the black WWAN antenna cables.

Component replacement procedures 39

If the WWAN antenna is not connected to the terminal on the WWAN module, a protective sleeve must be installed on the antenna connector, as shown in the following illustration.

Reverse this procedure to install the WWAN module.

Solid-state drive

To remove the M.2 solid-state drive, use this procedure and illustration.

Table 5-5 Solid-state drive descriptions and part numbers

Description

2 TB, PCIe, TLC

1 TB, PCIe, TLC

512 GB, PCIe, TLC, self-encrypting drive (SED)

512 GB, PCIe + 32 GB Optane memory

256 GB, PCIe, TLC

256 GB, PCIe, TLC, self-encrypting drive (SED)

256 GB, PCIe, value

256 GB, PCIe + 16 GB Optane memory

128 GB, SATA-3, TLC

Solid-state drive cover (included in Bracket Kit)

Before removing the solid-state drive, follow these steps:

Prepare the computer for disassembly ( Preparation for disassembly on page 33 ).

Remove the bottom cover (

Disconnect the battery cable from the system board (see

Removal and replacement procedures preliminary requirements on page 28

Remove the solid-state drive:

Spare part number

L85358-002

L85348-002

L85368-002

L85366-002

L85350-002

M07245-002

L85354-002

L85356-002

L85346-002

M07145-001

40 Chapter 5 Removal and replacement procedures for Customer Self-Repair parts

▲ Use the tab (1) to lift the cover off the solid-state drive (2). The cover is held in place by clips on the system board.

Remove the Phillips M2.0 × 2.5 screw (1) that secures the drive to the computer.

Pull the drive away from the socket to remove it (2).

Component replacement procedures 41

Replace the cover by inserting the edges of the cover into the clips on the system board near the sides of the solid-state drive.

To install the solid-state drive, reverse the removal procedures.

NOTE: Solid-state drives are designed with a notch to prevent incorrect insertion.

42 Chapter 5 Removal and replacement procedures for Customer Self-Repair parts

6 Removal and replacement procedures for authorized service provider parts

This chapter provides removal and replacement procedures for authorized service provider parts.

IMPORTANT: Components described in this chapter should be accessed only by an authorized service provider. Accessing these parts can damage the computer or void the warranty.

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.

Component replacement procedures

To remove and replace computer components, use these procedures.

NOTE: HP continually improves and changes product parts. For complete and current information about supported parts for your computer, go to http://partsurfer.hp.com

, select your country or region, and then follow the on-screen instructions.

You must remove, replace, or loosen as many as 50 screws when you service the parts described in this chapter. Make special note of each screw size and location during removal and replacement.

Preparation for disassembly

To remove and replace computer components, use these procedures.

See

for initial safety procedures.

Turn off the computer. If you are unsure whether the computer is off or in Hibernation, turn the computer on, and then shut it down through the operating system.

Disconnect the power from the computer by unplugging the power cord from the computer.

Disconnect all external devices from the computer.

Battery

To remove the battery, use this procedure and illustration.

Table 6-1 Battery description and part number

Description

Battery, 3 cell, 53 Whr

Spare part number

L78555-002

WARNING!

To avoid personal injury and damage to the product:

● Do not puncture, twist, or crack the battery.

● Do not cause an external puncture or rupture to the battery. They can cause a short inside the battery, which can result in battery thermal runaway.

● Do not handle or touch the battery enclosure with sharp objects such as tweezers or pliers, which might puncture the battery.

● Do not compress or squeeze the battery case with tools or heavy objects stacked on top of the case.

These actions can apply undue force on the battery.

● Do not touch the connectors with any metallic surface or object, such as metal tools, screws, or coins, which can cause shorting across the connectors.

Before removing the battery, follow these steps:

Prepare the computer for disassembly ( Preparation for disassembly on page 33 ).

Remove the bottom cover (

WARNING!

To reduce potential safety issues, use only the user-replaceable battery provided with the computer, a replacement battery provided by HP, or a compatible battery purchased from HP.

IMPORTANT: Removing a battery that is the sole power source for the computer can cause loss of information. To prevent loss of information, save your work or shut down the computer through Windows before you remove the battery.

Remove the battery:

Remove the speaker cable from the clips along the bottom of the battery (1).

Disconnect the battery cable from the system board (2).

Remove the four Phillips M2.0 × 4.0 screws (3) that secure the battery to the computer.

44 Chapter 6 Removal and replacement procedures for authorized service provider parts

Remove the battery from the computer (4).

To insert the battery, reverse the removal procedures.

RTC battery

To remove the RTC battery, use this procedure and illustration.

Table 6-2 RTC battery description and part number

Description

RTC battery

Before removing the RTC battery, follow these steps:

Prepare the computer for disassembly (

Remove the bottom cover ( Bottom cover on page 33 ).

Prepare the computer for disassembly ( Preparation for disassembly on page 33 ).

Remove the RTC battery:

Disconnect the battery cable from the system board (1).

Spare part number

L13694-001

Component replacement procedures 45

Use a tool (2) to release the battery from the computer (3).

Reverse this procedure to install the RTC battery.

Speakers

To remove the speakers, use this procedure and illustration.

Table 6-3 Speaker description and part number

Description

Speaker Kit

Spare part number

M07107-001

Before removing the speakers, follow these steps:

Remove the bottom cover (

Disconnect the battery cable from the system board (see

Remove the speakers:

Disconnect the speaker cable from the system board (1).

Remove the cable between the speakers from the clips along the bottom of the battery (2).

46 Chapter 6 Removal and replacement procedures for authorized service provider parts

Remove the speakers from the computer (3) .

Reverse this procedure to install the speakers.

Card reader board

To remove the card reader board, use this procedure and illustration.

Table 6-4 Card reader board description and part number

Description

Card reader board

Card reader board cable (included in Cable Kit)

Before removing the card reader board, follow these steps:

Prepare the computer for disassembly (

Remove the bottom cover ( Bottom cover on page 33 ).

Prepare the computer for disassembly ( Preparation for disassembly on page 33 ).

Remove the left speaker (see

Speakers on page 46 ).

Remove the card reader board:

Disconnect the cable from the reverse ZIF connector on the card reader board (1).

Remove the three Phillips M2.0 × 2.0 screws (2) that secure the board to the computer.

Spare part number

M07105-001

M07101-001

Component replacement procedures 47

Remove the board from the computer (3).

Reverse this procedure to install the card reader board.

Power connector cable

To remove the power connector cable, use this procedure and illustration.

Table 6-5 Power connector cable description and part number

Description

Power connector cable

Spare part number

M15626-001

Before removing the power connector cable, follow these steps:

Remove the bottom cover (

Disconnect the battery (see Battery on page 43 ).

Remove the power connector cable:

Disconnect the cable from the system board (1), and then remove the cable from the clip (2).

Remove the Phillips M2.0 × 4.0 screw (3) that secures the power connector cable to the computer.

48 Chapter 6 Removal and replacement procedures for authorized service provider parts

Remove the power connector cable from the computer (4).

Reverse this procedure to install the power connector cable.

USB board

To remove the USB board, use this procedure and illustration.

Table 6-6 USB board description and part number

Description

USB board

USB board cables (included in Cable Kit)

USB bracket (included in Bracket Kit)

Spare part number

M07207-001

M07101-001

M07145-001

Before removing the USB board, follow these steps:

Prepare the computer for disassembly (

Remove the bottom cover ( Bottom cover on page 33 ).

Disconnect the battery cable from the system board (see Battery on page 43 ).

Remove the USB board:

Disconnect the smaller cable from the USB board (1).

Disconnect the larger cable from the ZIF connector on the USB board (2).

Remove the three Phillips M2.0 × 4.0 screws (3) that secure the board to the computer, and then remove the bracket from the board (4).

Component replacement procedures 49

Remove the board from the computer (5).

Reverse this procedure to install the USB board.

Fingerprint reader board

To remove the fingerprint reader board, use this procedure and illustration.

Table 6-7 Fingerprint reader board description and part number

Description

Fingerprint reader board

Fingerprint reader board cable (included in Cable Kit)

Fingerprint reader board bracket (included in Bracket Kit)

Spare part number

M07151-001

M07101-001

M07145-001

Before removing the fingerprint reader board, follow these steps:

Prepare the computer for disassembly ( Preparation for disassembly on page 33 ).

Remove the bottom cover (

Remove the battery (see

Remove the fingerprint reader board:

Remove the Phillips M2.0 × 2.0 screw (1) that secures the fingerprint reader bracket to the computer, and then remove the bracket (2).

Disconnect the cable from the ZIF connector on the fingerprint reader board (3).

50 Chapter 6 Removal and replacement procedures for authorized service provider parts

Remove the fingerprint reader board from the computer (4).

Reverse this procedure to install the fingerprint reader board.

Touchpad

To remove the touchpad, use this procedure and illustration.

Table 6-8 Touchpad description and part number

Description

Touchpad button board for use in models with discrete graphics memory

Touchpad button board for use in models with UMA graphics memory

Touchpad

Touchpad with NFC antenna

Touchpad cable (included in Cable Kit)

Before removing the touchpad, follow these steps:

Prepare the computer for disassembly (

Remove the bottom cover ( Bottom cover on page 33 ).

Remove the touchpad:

Disconnect the system board cable from the ZIF connector on the touchpad (1).

Disconnect the middle cable from the ZIF connector on the touchpad (2).

Disconnect the touchpad button board cable from the ZIF connector on the touchpad (3).

Disconnect the cable from the ZIF connector on the system board (4).

Remove the four Phillips M1.6 × 1.8 screws (5) that secure the touchpad to the computer.

Spare part number

M07148-001

M07147-001

M07149-001

M07150-001

M07101-001

Component replacement procedures 51

Lift the metal tape (6), and then remove the touchpad from the computer (7).

Disconnect the cable from the reverse ZIF connector on the NFC module (1).

Peel the system board cable from the side of the touchpad (2).

Remove the five Phillips M1.6 × 1.8 screws (3) that secure the touchpad to the computer.

10.

Remove the touchpad from the computer (4).

Reverse this procedure to install the touchpad.

52 Chapter 6 Removal and replacement procedures for authorized service provider parts

NFC module

To remove the NFC module, use this procedure and illustration.

Table 6-9 NFC module description and part number

Description

NFC module

NFC module cable (included in Cable Kit)

Spare part number

M07214-001

M07101-001

Before removing the NFC module, follow these steps:

Prepare the computer for disassembly (

Remove the bottom cover ( Bottom cover on page 33 ).

Prepare the computer for disassembly ( Preparation for disassembly on page 33 ).

Remove the NFC module:

Disconnect the system board cable from the ZIF connector on the NFC module (1).

Disconnect the touchpad cable from the reverse ZIF connector on the NFC module (2).

Use a tool to release the module (3), and then remove the module from the computer (4). The module is secured with adhesive.

Reverse this procedure to install the NFC module.

Fan

To remove the fan, use this procedure and illustration.

Component replacement procedures 53

Table 6-10 Fan description and part number

Description

Fan assembly for use in models with discrete graphics memory

Fan assembly for use in models with UMA graphics memory

Spare part number

M07144-001

M07102-001

Before removing the fan, follow these steps:

Remove the bottom cover (

Disconnect the battery cable from the system board (see

Remove the fan assembly:

Remove the cables from the clips on the side of the fan (1).

Disconnect the fan cable from the system board (2).

Loosen the two captive Phillips screws (3) that secure the fan to the computer, and then remove the fan from the computer (4).

Reverse this procedure to install the fan assembly.

Heat sink

To remove the heat sink, use these procedures and illustrations.

Table 6-11 Heat sink descriptions and part numbers

Description

Heat sink for use in models with discrete graphics memory

Heat sink for use in models with UMA graphics memory

Before removing the heat sink, follow these steps:

54 Chapter 6 Removal and replacement procedures for authorized service provider parts

Spare part number

M07143-001

M07204-001

Prepare the computer for disassembly (

Remove the bottom cover ( Bottom cover on page 33 ).

Disconnect the battery cable from the system board (see Battery on page 43 ).

Remove the heat sink:

To remove the heat sink on models with UMA graphics memory: a.

In the order indicated on the heat sink, loosen the four captive Phillips screws (1) that secure the heat sink to the computer.

Remove the heat sink from the computer (2).

Component replacement procedures 55

Thoroughly clean the thermal material from the surfaces of the heat sink and the system board components each time the heat sink is removed. Replacement thermal material is included with the heat sink and system board spare part kits. The following illustration shows the replacement thermal material locations.

Thermal material is used on the system board component (1) and on the heat sink area (2) that services it.

To remove the heat sink on models with discrete graphics memory: a.

In the order indicated on the heat sink, loosen the six captive Phillips screws (1) that secure the heat sink to the computer.

Remove the heat sink from the computer (2).

56 Chapter 6 Removal and replacement procedures for authorized service provider parts

Thermal material is used on the system board components (1) (3) (5) and on the heat sink areas

(2) (4) (6) that service them.

Reverse this procedure to install the heat sink.

System board

To remove the system board, use these procedures and illustrations.

Table 6-12 System board descriptions and part numbers

Description

System board (includes processor):

All system boards use the following part numbers: xxxxxx-001: Non-Windows operating system xxxxxx-601: Windows 10 operating system

Models with discrete graphics memory and integrated system memory

Intel Core i7-10810 processor (OSR) and 32 GB of integrated system memory

Intel Core i7-10810 processor and 32 GB of integrated system memory

Intel Core i7-10810 processor and 16 GB of integrated system memory

Intel Core i7-10610 processor and 32 GB of integrated system memory

Intel Core i7-10610 processor (OSR) and 16 GB of integrated system memory

Intel Core i7-10610 processor and 16 GB of integrated system memory

Intel Core i7-10510 processor and 32 GB of integrated system memory

Spare part number

M07122-xx1

M07121-xx1

M07120-xx1

M07119-xx1

M07118-xx1

M07117-xx1

M07113-xx1

Component replacement procedures 57

Table 6-12 System board descriptions and part numbers (continued)

Description

Intel Core i7-10510 processor and 16 GB of integrated system memory

Intel Core i5-10310 processor (OSR) and 16 GB of integrated system memory

Intel Core i5-10310 processor and 16 GB of integrated system memory

Intel Core i5-10310 processor and 8 GB of integrated system memory

Intel Core i5-10210 processor and 16 GB of integrated system memory

Intel Core i5-10210 processor and 8 GB of integrated system memory

Models with UMA graphics memory

System board with integrated Intel Core i7-10810 processor (OSR)

System board with integrated Intel Core i7-10710 processor

System board with integrated Intel Core i7-10610 processor

System board with integrated Intel Core i7-10610 processor (OSR)

System board with integrated Intel Core i7-10510 processor

System board with integrated Intel Core i5-10310 processor

System board with integrated Intel Core i5-10310 processor (OSR)

System board with integrated Intel Core i5-10210 processor

Before removing the system board, follow these steps:

Prepare the computer for disassembly ( Preparation for disassembly on page 33 ).

Remove the bottom cover (

Remove the battery (see

Remove the fan (see Fan on page 53 ).

When you replace the system board, be sure to remove the following components (as applicable) from the defective system board and install them on the replacement system board:

● Memory modules (see

Memory modules on page 34 ).

● WLAN module (see

WLAN module on page 37

●

WWAN module (see WWAN module on page 38 ).

● Solid-state drive (see

Solid-state drive on page 40

● Heat sink (see

Heat sink on page 54 ).

Remove the system board:

NOTE: System board appearance might vary.

Disconnect the following cables from the system board:

Spare part number

M07112-xx1

M07115-xx1

M07114-xx1

M07116-xx1

M07110-xx1

M07111-xx1

M08564-xx1

M08563-xx1

M08561-xx1

M08562-xx1

M08558-xx1

M08559-xx1

M08560-xx1

M08557-xx1

58 Chapter 6 Removal and replacement procedures for authorized service provider parts

● Power connector cable (1)

● Camera cable (2)

● Antenna cables from the WWAN module (select products only) (3)

● Antenna cables from the WLAN module (4)

● Larger USB cable from the USB board (ZIF) (5)

● Speaker cable (6)

● Small USB cable from the USB board (7)

● Display cable (8)

● Keyboard cable (ZIF) (9)

● Card reader cable (ZIF) (10)

● Touchpad cable (ZIF) (11)

● Keyboard backlight cable (ZIF) (select products only) (12)

● RTC battery cable (13)

● NFC module cable (ZIF) (select products only) (14)

● Fingerprint reader cable (ZIF) (select products only) (15)

Component replacement procedures 59

Remove the four Phillips M2.0 × 4.0 screws (1) that secure the bracket to the system board, and then remove the bracket (2).

The plastic bracket is available in the Plastics Kit as spare part number M07215-001.

Remove the two Phillips M2.0 × 4.0 screws (1) and the three Phillips M2.0 × 2.0 screws (2) that secure the system board to the computer.

Remove the SIM card insert from the computer (3).

60 Chapter 6 Removal and replacement procedures for authorized service provider parts

Lift the side of the system board upward (1), and then pull the system board away from the connectors on the side of the computer to remove it (2).

Reverse this procedure to install the system board.

Display assembly

To remove and disassemble the display assembly, use these procedures and illustrations.

Full hinge-up displays are not available as spare parts. Spare parts for displays are available only at the subcomponent level.

Before removing the display panel, follow these steps:

Prepare the computer for disassembly (

Remove the bottom cover ( Bottom cover on page 33 ).

Disconnect the battery cable from the system board (see Battery on page 43 ).

Remove the power connector cable ( Power connector cable on page 48

Remove the display assembly:

Disconnect the display cable (1) and remove it from the clip (2).

Disconnect the antenna cables from the WWAN module (3), and then remove the cables from the clip

(4).

Component replacement procedures 61

Disconnect the antenna cables from the WLAN module (5) and disconnect the left display cable (6), and then remove the cables from the clips along the side of the fan (7).

Remove the six Phillips M2.5 × 4.0 screws (1) that secure the display assembly to the computer.

Rotate the display to open the hinges (2).

Separate the display assembly from the computer (3).

If you need to replace display assembly subcomponents:

62 Chapter 6 Removal and replacement procedures for authorized service provider parts

Release the bezel by flexing and lifting the bottom (1), left and right sides (2), and top (3).

Remove the bezel from the display (4).

Bezels are available as the following spare part numbers:

● M07163-001: IR camera and ambient light sensor

● M07164-001: IR camera

● M07165-001: RGB camera and ambient light sensor

● M07166-001: RGB camera

● M07100-001: Microphone module only (no camera module)

If you need to remove the hinge cover from the display enclosure: a.

Remove the Phillips M1.6 × 3.0 screw (1) that secures the hinge cover to the display.

Starting on the side with the screw, use a tool to release the hinge cover (2), working your way across the display.

Remove the hinge cover from the display (3).

The hinge cover is available in the Hinge Kit as spare part number M07146-001.

Component replacement procedures 63

If you need to remove the hinges from the display enclosure: a.

Remove the three Phillips M2.0 × 10.0 screws (1) from each hinge.

Remove the hinges from the display (2).

The hinges are available in the Hinge Kit as spare part number M07146-001.

10.

If you need to remove the display panel: a.

The display panel is secured to the display enclosure with tape that is installed under the left and right sides of the panel. To remove the panel, use tweezers to grasp the end of the tape (1). While turning the tweezers, wrap the tape around the tweezers (2) as you continue to pull the tape out from behind the display panel (3). You must pull the tape multiple times before it is completely removed.

64 Chapter 6 Removal and replacement procedures for authorized service provider parts

Rotate the display panel over and place it next to the display enclosure (4).

Display panels are available as the following spare part numbers:

M07281-001: 1000 nit panel

M07136-001: 250 nit panel, Touch-on Panel (TOP)

M07133-001: 250 nit panel

M07135-001: 400 nit, UHD panel

M07134-001: 400 nit, FHD panel c.

Lift the tape from the connector on the display panel (1), rotate the locking lever (2), and then disconnect the cable from the panel (3).

Component replacement procedures 65

Remove the panel (4).

11.

When replacing the display panel, follow these steps:

IMPORTANT: Before installing the display panel, be sure to install the display cable to the back of the panel.

Peel the protective layer from the bottom of the adhesive strips (1).

Starting near the bottom of the inside of the display back cover (2), install the adhesive strips by aligning them with the groove on the edge of cover (3).

Peel the protective layer from the top of the adhesive strips (4).

Install the alignment tools onto the upper left and right corners of the display rear cover (5).

66 Chapter 6 Removal and replacement procedures for authorized service provider parts

Insert the top of the panel into the top of the display rear cover (6), and then rotate the panel into place (7). Be sure that the upper corners of the panel are positioned up against the insides of the alignment tools.

Remove the alignment tool.

Replace the bezel by pressing along the bottom, sides, and then top of the bezel to snap it into place.

Component replacement procedures 67

Install temporary rubber spacer strips on the left and right sides of the bezel (1), and hten close the display (2).

Position the computer upside down on a table.

Leave the computer upside down on the table for 20 minutes to allow the adhesive to set.

Position the computer upright on a table.

68 Chapter 6 Removal and replacement procedures for authorized service provider parts

Leave the computer upright on the table for 10 minutes to be sure the panel sits correctly in the display.

m. Open the display and remove rubber spacer strips.

12.

If you need to remove the hub board from the display: a.

Disconnect the display cable from the ZIF connector (1) on the hub board.

Disconnect the camera cable from the ZIF connector (2) on the hub board.

Disconnect the smaller cables from the reverse ZIF connectors on the hub board (3), (4).

Use a tool (5) to release the board from the display rear cover (6).

The hub board is available as spare part number M07211-001 in models with an IR camera and

M07210-001 in models with an RGB camera or microphone module.

Component replacement procedures 69

13.

If you need to remove the ambient light sensor from the display, disconnect the cable from the reverse

ZIF connector on the board (1), and then use a tool (2) to release the sensor from the computer (3).

The ambient light sensor is available as spare part number M07212-001.

14.

If you need to remove the second ambient light sensor from the display, disconnect the cables from the

ZIF connectors on the board (1), and then remove the sensor from the computer (2).

The second ambient light sensor is available as spare part number M07213-001.

70 Chapter 6 Removal and replacement procedures for authorized service provider parts

15.

If you need to remove the microphone board from the display, disconnect the cable from the reverse ZIF connector on the board (1), and then use a tool (2) to release the board from the computer (3).

The microphone board is available as spare part number M07208-001 and M07209-001 for the rearfacing third microphone.

16.

If you need to remove the camera module:

▲ Use a tool (1) to lift up evenly across the module and peel the module up from the display back cover (2), and then disconnect the cable from the reverse ZIF connector on the module (3). The camera module is available as spare part number M07216-001 for RGB cameras and M08549-001 for IR cameras.

NOTE: For installation, note that the cable routes under the camera module before it connects to the module.

Component replacement procedures 71

17.

If you need to remove the display cable, disconnect the cable from the ZIF connector on the hub board

(1), remove the cable from the clips at the bottom of the display back cover (2), and then remove the cable (3).

The display panel cable is available as spare part number M07203-001.

18.

If you need to remove the camera cable, disconnect the cable from the ZIF connector on the hub board

(1), and then peel the cable off the inside of the display back cover to remove it (2).

The camera cable is available in the Cable Kit as spare part number M07101-001.

72 Chapter 6 Removal and replacement procedures for authorized service provider parts

19.

If you need to remove the WLAN antenna cables, peel the antennas off the inside of the display back cover (1), remove the cables from the clips at the bottom of the cover (2), (3), and then remove the antennas and cables (4).

20.

If you need to remove the WWAN antenna cables, peel the antennas off the inside of the display back cover (1), remove the cables from the clips in the back (2) and near the hinge on the display back cover

(3), and then remove the antennas and cables (4).

Component replacement procedures 73

21.

If you need to remove the ambient light sensor cable, disconnect the cable from the ZIF connectors on the ambient light sensor board (1) and hub board (2), and then peel the cable off the inside of the display back cover to remove it (3).

The ambient light sensor cable is available in the Cable Kit as spare part number M07101-001.

74 Chapter 6 Removal and replacement procedures for authorized service provider parts

22.

If you need to remove the second ambient light sensor cables, disconnect the cable from the ZIF connectors on the second ambient light sensor (1) and hub board (2), and then peel the cables off the inside of the display back cover to remove them (3).

The second ambient light sensor cable is available in the Cable Kit as spare part number M07101-001.

Display back covers are available as the following spare part numbers:

M07141-001: Models with WWAN, 250 nits

M07142-001: Models with WWAN, 400 nits or 1000 nits

M07139-001: Models without WWAN, 250 nits

M07140-001: Models without WWAN, 400 nits or 1000 nits

M14632-001: Models with UHD panels

Component replacement procedures 75

23.

Use the following illustration to determine proper cable routing. The WWAN antenna cables and display cable route through the right hinge (1). The WLAN antenna cables and display cable route through the left hinge (2).

Reverse this procedure to reassemble and replace the display assembly.

Keyboard with top cover

The top cover with keyboard remains after removing all other spare parts from the computer. In this section, the first table provides the main spare part number for the top cover/keyboards. The second table provides the country codes.

Table 6-13 Keyboard with top cover descriptions and part numbers

Description Spare part number

Keyboard with top cover for use models with discrete graphics:

Backlit

Backlit, for use in privacy models

Not backlit

For use models with UMA graphics:

Backlit

Backlit, for use in privacy models

Not backlit

M14635-xx1

M14636-xx1

M14634-xx1

M07131-xx1

M07132-xx1

M07130-xx1

Table 6-14 Spare part country codes

For use in country or region

Spare part number

Belgium

Brazil

Bulgaria

Chile

-A41

-201

-261

-161

For use in country or region

Hungary

Iceland

India

Israel

Spare part number

-211

-DD1

-D61

-BB1

For use in country or region

Saudi Arabia

Slovenia

South Korea

Spain

Spare part number

-171

-BA1

-AD1

-071

76 Chapter 6 Removal and replacement procedures for authorized service provider parts

Table 6-14 Spare part country codes (continued)

For use in country or region

Spare part number

For use in country or region

Czech Republic/Slovakia

Denmark

Denmark, Finland, and

Norway

French Canada

Finland/Sweden

France

Germany

Greece

-FL1

-081

-DH1

-DB1

-B71

-051

-041

-151

Italy

Japan

The Netherlands

Northern Africa

Norway

Portugal

Romania

Russia

-FP1

-091

-131

-271

-251

Spare part number

-061

-291

-B31

For use in country or region

Switzerland

Taiwan

Thailand

Turkey

Turkey-F

Ukraine

United Kingdom

United States

-141

-541

-BD1

-031

-001

Spare part number

-BG1

-AB1

-281

Component replacement procedures 77

7 Troubleshooting guide

This chapter primarily focuses on troubleshooting HP Mobile Workstations. The information is provided so that you can solve problems yourself or at least narrow down the number of possible causes.

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

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.

IMPORTANT: 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 that you are working on by connecting the static-free mat, static strap, and peripheral units to that piece of equipment.

● For more information, see

Electrostatic discharge information on page 29

IMPORTANT: The computer includes customer self-repair parts and parts that should be accessed only by an authorized service provider. 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.

Resources

Use this table to locate troubleshooting resources.

Table 7-1 Troubleshooting resources and their descriptions

HP Resource Tool Description

HP Elite Support

HP Customer Support

Subscribers Choice

HP Support Forums

Link

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.

https://support.hp.com/us-en/contact-hp

Allows you to sign up for HP product updates.

Provide discussions about HP products and issues.

http://www8.hp.com/us/en/subscribe/ http://h30434.www3.hp.com/psg/

78 Chapter 7 Troubleshooting guide

Table 7-1 Troubleshooting resources and their descriptions (continued)

HP Resource Tool

Service Access Workbench (SAW)

(available for technicians and

Business Partners only)

Vendors’ web sites

Description Link

Provides navigable content intended for use by internal and outsourced call center staff and can be a resource for support and product division professionals.

http://sawpro.atlanta.hp.com/km/saw/ home.do

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.amd.com

http://www.nvidia.com

General troubleshooting steps

This section helps 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: You can ignore troubleshooting steps that do not apply to your issue.

Table 7-2 Troubleshooting methodology and general troubleshooting steps

Identify issue Analyze issue Resolve issue

1. Understand the issue on page 79

2. Examine the environment on page 82

5. Remove or uninstall recently added hardware, software on page 83

6. HP Hardware Diagnostics and

Tools on page 83

3. Perform a visual inspection of hardware on page 82

7. Status lights, blinking light codes, troubleshooting lights, and POST error messages on page 85

8. Hard reset on page 88

9. Soft reset (Default Settings) on page 89

10. Reseat cables and connections on page 89

11. Test with minimum configuration on page 90

12. Test with verified working configuration (hardware or operating system) on page 91

13. Replace the system board on page 91

Verify solution

Verify solution on page 92

Identify the issue

Use these guidelines to correctly determine the problem.

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.

Boot up sequence

The computer performs several steps after you press the power button or restart the computer.

General troubleshooting steps 79

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 7-3 Boot-up sequence and associated failures

Item Procedure

Startup

POST (UEFI/BIOS)

Performance

(operating system)

After you press the power button, the computer boots after all internal power rails (such as 5 V, 3.3 V) are stable.

Confirm that power lights are on and fan is spinning.

Next step: If the computer experiences a startup issue, see “Verify Power Good (Troubleshooting) lights” in No power on page 94 .

Common issues: all lights are off; troubleshooting lights are on; computer does not boot; video is absent.

Power-On Self-Test (POST) verifies that hardware components (such as processor, hard drive, memory) are functional. When POST is complete, the HP logo appears briefly and then disappears.

If there are errors, the computer may exhibit blinking lights and POST error messages, and so on.

Common issues: lights blink; error message appears; system hangs (lock up or freezes)

System boots to operating system, and Windows logo screen appears.

Common issues: hangs, blue screen, distorted video, driver conflict, slow performance, display issue (dead pixel), I/O issue (no speaker sound), wireless/audio unavailable, noise.

See Analyze the issue on page 83 table 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.

Failure classification by boot-up sequence on page 81 and Failure classification by hardware devices on page 81 represent the failure classification for common notebook failures.

Failure classification by boot-up sequence on page 81 categorizes failures by the boot-up sequence.

Power-on: Common issues are no power, recycle, or reboot.

POST: Common issues are no boot (despite power), light flash, or diagnostics error.

Performance: Common issues are Intermittent Loss of Power, Blue Screen, Hang. In many cases, issues can be identified and associated with particular hardware (for example, display or storage).

Failure classification by hardware devices on page 81

categorizes failures by hardware:

● Display

● I/O (input/output) devices

● Storage

● 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 turned on 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.

80 Chapter 7 Troubleshooting guide

If possible, make a record of the failure symptom, the phase of the boot-up sequence where the failure

occurs, and the most likely location in the failure tree ( Failure classification by boot-up sequence on page 81 and Failure classification by hardware devices on page 81 ). This record helps isolate the issue and indicate

the next steps. For example, when the computer is running the operating system, it can 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, you can classify a Bluetooth issue under I/O Device if needed.

Failure classification by boot-up sequence

Use this table to locate failure classification information.

Table 7-4 Failure classification by boot-up sequence

1. Power-on 2. POST

No power on page 94

Intermittent power-on, shutdown, reboot on page 96 a

AC adapter issue on page 97

Battery not recognized, not charging on page 98

Battery discharges too fast on page 99

Burnt smell on page 100

No video (with power) on page 100

Blinking lights on page 102

Diagnostic error messages on page 102

BIOS password on page 103

3. Performance

Intermittent shutdown on page 104

Blue screen on page 105

Freeze at Windows Logo (hang or lockup) on page 105

Electromagnetic Interference (EMI) on page 106

No wake up on page 106

Unresponsive on page 107

Slow performance on page 108

HP Smart Adapter warning message on page 108

Incorrect time and date on page 109

a,b,c similar symptoms

Failure classification by hardware devices

To determine failure by device, use this table.

Table 7-5 Failure classification by hardware devices

4. Display 5. I/O devices

Display anomalies on page 110

Dead pixel on page 112

No video (internal) on page 112

No video (external) on page 112

DisplayPort/VGA on page 113

HDMI on page 113

Keyboard on page 116

Keyboard pointing stick on page 117

Keyboard backlight on page 118

Touchpad on page 118

Network connectivity

(RJ-45 jack) on page 119

Network connectivity wireless (WLAN) on page 119

6. Storage

Hard drive or solid-state drive not recognized on page 124

No boot to operating system (no read-write error) on page 125

Read-write error on page 125

Slow performance on page 108

Blue screen (BSOD) error on page 126

7. Mechanical

Noise (sound) on page 127

Fan runs constantly on page 128

Thermal shutdown (hot) on page 129

Malfunctioning power button on page 130

General troubleshooting steps 81

Table 7-5 Failure classification by hardware devices (continued)

4. Display 5. I/O devices 6. Storage

No or bad external video via docking on page 114

Incorrect or missing color/ distorted image on page 114

Touch screen on page 115

WWAN on page 119

USB on page 120

Smart card reader on page 121

10. Speaker, headphone - audio issues on page 122

11. Thunderbolt (TB) on page 123

b,c,d similar symptoms

Noisy hard drive on page 126

7. Mechanical

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 might be needed. Perform the following environment inspections:

● Check all cables and connections to be sure that no connections are loose.

● Confirm that power sources are good, such as AC outlet or adapter (110 V/220 V ac), power strip. Test with a verified working AC outlet.

● Check for compatibility issues between the computer and third-party devices, peripherals, uncertified devices, incompatible hardware (for instance, 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, two-way radios, floor mats, fans (and other electronic motors). EMI may contribute to a display freeze issue or lock-up.

3. Perform a visual inspection of hardware

Perform a 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.

● Look for signs of drop, movement, or vibration that may cause internal and external loose connections.

4. Update BIOS and drivers

Whenever possible, update to the latest BIOS, firmware, and drivers before troubleshooting.

IMPORTANT: 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. You can update the BIOS locally through a manual process, through an automatic installation, or through a remote installation on multiple units.

Manually updating BIOS and drivers

Use this information to update the BIOS.

82 Chapter 7 Troubleshooting guide

● To manually update the BIOS and drivers, see the Setup Utility (BIOS) chapter.

● See the specific BIOS update installation instructions that accompany the download.

Remotely deploying the 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 that streamlines the download, extraction, and installation process of SoftPaqs, including BIOS and drivers.

● HP System Software Manager (SSM) is a software tool that simplifies the deployment of SoftPaqs to HP computers.

Analyze the issue

Use these steps to evaluate and interpret the problem.

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, be sure that the new device seated properly and all cables are correctly connected. After installing the device, restart the computer, and make sure the new device is turned 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 installed programs. For any new hardware you have added, be sure to install the latest drivers available from the device vendor website.

6. HP Hardware Diagnostics and Tools

HP offers diagnostics and tools to diagnose hardware failure. This section describes how to use some of these tools. 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 HP PC Hardware Diagnostics Tool ( 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 ) supports a wide range of HP computers.

The tool runs outside the operating system so that it can isolate hardware failures from software issues, whether caused by the operating system or applications. In reality, you can determine many problems using this tool if the issue is a defective part or a loose connection (for example, reseating the keyboard cable after the tool reports a keyboard error).

The tool has three major functions:

General troubleshooting steps 83

● System Tests check the computer’s hardware to verify that 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 rolls back to a previous version.

Turn on or restart the computer, quickly press the esc key on the computer, and then press f2 . The BIOS searches three places for the diagnostic tools, in the following order:

● 1.

Connected USB drive

Hard drive

BIOS

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 capture appearance may vary.

84 Chapter 7 Troubleshooting guide

NOTE: Use this tool, especially when the computer cannot boot to Windows.

NOTE: If a component fails a test, write down the information so that it is available when you contact support. The information is also available in Test Logs on the Main Menu.

For more information, see Using HP PC Hardware Diagnostics on page 152

HP BIOS Configuration Utility (BCU)

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

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, 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.

Access this tool at ftp://ftp.hp.com/pub/idr/ImageDiags/ . 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

You can use HP Thermal Monitor to stress the processor and GPU and monitor the temperature values of various components in the system.

NOTE: Available only to authorized service providers and technicians.

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, and so on.

Non HP diagnostics tools

Refer to the following diagnostic tools for troubleshooting help.

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 .

7. Status lights, blinking light codes, troubleshooting lights, and POST error messages

Carefully observe any behavior that the computer may be exhibiting: status lights, blinking lights, and POST error messages during boot. It is important to understand what these indicators mean.

General troubleshooting steps 85

Status lights

The following table describes basic lights on the computer.

Table 7-6 Power button functions and lights and their descriptions

Component Description

Power button

Front power light

Front AC adapter and battery light

Front hard drive light

Rear AC adapter light

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.

IMPORTANT: Pressing and holding down the power button results in the loss of unsaved information.

If the computer stops 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%.

Amber: The computer is connected to external power, and the battery is charged from 0 to

90%.

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 blinks 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.

Blinking light codes

During startup, the computer may not boot properly. If this occurs, blinking light codes can help identify the cause.

The computer uses the following blinking lights to identify a hardware component that reports an error during startup. For more information, see

Blinking lights and boot error codes on page 131

Table 7-7 Blinking light codes and what they mean

Blink codes Error

Amber battery light: blinks 1 Hz continuously

Caps and num lk lights = 1 blink

Caps and num lk lights = 2 blinks

Embedded controller unable to load firmware

Processor not executing code

BIOS recovery code unable to find valid BIOS recovery image

86 Chapter 7 Troubleshooting guide

Table 7-7 Blinking light codes and what they mean (continued)

Blink codes Error

Caps and num lk lights = 3 blinks

Caps and num lk lights = 4 blinks

Caps and num lk lights = 5 blinks

Caps and num lk lights = 6 blinks

Caps and num lk lights = 7 blinks

Caps and num lk lights = 8 blinks

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 turned 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 7-8 System diagnostics failure codes and actions to address the failure

Test description Failure description

Error code Suggested user actions

Startup Test

Boot Device Manager

BIOS Recovery

BIOS Application

CMOS Recovery

Battery Check

Memory module

Hard Disk 1 SMART

Boot device not found

BIOS Recovery Occurred

BIOS Application Error

CMOS Recovery Occurred

Primary Battery Replace

200

301

3F0

500

501

502

601

Attempt to reseat the memory module, and then repeat the test.

For details on troubleshooting issues related to the memory module, search for support documentation at http://www.hp.com/support .

Attempt to reseat the hard drive, and repeat the test. The hard drive may have failed.

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. Search for support documentation at

General troubleshooting steps 87

Table 7-8 System diagnostics failure codes and actions to address the failure (continued)

Test description Failure description

Error code Suggested user actions

Wireless Modules

Fan

Not installed or responding 701

Fan not operating correctly 90B http://www.hp.com/support 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.

Resolve the issue

The following sections help you fix the issue.

8. Hard reset

A hard reset (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.

For more information, see http://support.hp.com/us-en/document/c01684768 .

Performing a hard reset might fix the following common conditions:

● Windows stops responding.

● Computer stops before Windows loads, indicated by incomplete startup, 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. 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.

Before beginning, turn the computer over and look for a battery compartment door (service door). On some platforms, the battery is considered removable but not accessible.

Turn off the computer.

Remove the computer from any port replicator or docking station.

88 Chapter 7 Troubleshooting guide

Disconnect all external connected peripheral devices such as USB storage devices, external displays, and printers.

Unplug the AC adapter from the computer.

Disconnect the battery.

Press and hold the power button for at least 15 seconds to drain residual power.

Reconnect the battery and plug the AC adapter back into the computer, but do not connect any of the peripheral devices.

Press the power button to turn on the computer.

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.

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 you must clear

CMOS, which requires removing and reinserting the 3 V RTC battery for a short 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.

You must remove the notebook service door to access the CMOS battery. If the computer has a replaceable

RTC battery, see the RTC battery replacement section for the battery removal or replacement.

9. Soft reset (Default Settings)

If your computer has issues booting, has errors during boot, has issues after you add hardware, or has other abnormal system behaviors that you cannot resolve through any other methods (for example, hard reset), it may be necessary to reset the system BIOS to default settings.

NOTE: Some company policies prohibit updates or changes. Check whether the computer has custom BIOS settings before taking action.

To load BIOS to default settings: Reboot the computer, and then press f10 > Main > Restore defaults. For more information, see http://support.hp.com

, and the search for BIOS Setup Utility Information and Menu

Options.

10. Reseat cables and connections

Many problems are caused by improper connections or loose connections because of abnormal movement and vibration.

NOTE: Before disassembling the computer to reseat cables and connections, always disconnect power and remove the battery, or disconnect a nonremovable battery.

See

Cable management on page 141

and

Connector types on page 142

for suggested cable management practices when you remove and install components.

You can access and reseat connections for Customer Self-Repair (CSR) parts. 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.

General troubleshooting steps 89

●

Reseating the hard drive can resolve a POST error 3F0 (no boot device) issue (see POST error messages and user actions on page 133

● 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

Removal and replacement procedures for authorized service provider parts on page 43

● Reseating the fan cable can fix POST error 90B (no fan detected) issue (see

POST error messages and user actions on page 133 ).

● Reseating the power cable can fix a no-boot issue.

● Reseating the daughterboards can resolve their functional issues. Some models may have items such as a power button board, VGA board, and others.

● Reseating graphics cables and panel connectors can fix distorted or 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 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, and others.

● In addition to removing recently added components, you can narrow the issue 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 the following possible causes of the issue.

Essential hardware configuration

If none of the previous steps 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.

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

This essential configuration is often used to troubleshoot power-on related issues, such as no-boot, reboot, and freezing issues.

The essential hardware consists of the following components:

● System board

● AC adapter (unplug nonremovable battery or remove battery)

● Processor (and heat sink or 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, you might not need a discrete graphics card.

● External VGA monitor

90 Chapter 7 Troubleshooting guide

● External USB keyboard

● External mouse

NOTE: After you remove the service door, disconnect all connections (internal keyboard, display, discrete

GPU, hard drive or solid-state drive, daughterboards, and so on) to achieve the essential hardware configuration. Do not disassemble the system board from its enclosure at this time.

Reverse the previous procedure by reinstalling each piece of hardware removed, one piece at a time, and testing your computer after each installation. Because 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 fail. By installing each device back into the computer and testing each time, you eventually identify the failing hardware.

Safe mode

A driver conflict often results in a blue screen error message. Booting in safe mode can resolve many issues in

Windows because safe mode forces the computer to load a limited version of Windows which contains only 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 following links 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 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 85

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

Only authorized service providers may replace the system board. 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.

7. Status lights, blinking light codes, troubleshooting lights, and POST error messages on page 85

, 8. Hard reset on page 88

, and 9. Soft reset (Default Settings) on page 89 , or 10. Reseat cables and connections on page 89 can resolve many system board issues without requiring the effort of replacing

unnecessary hardware.

Review Table 7-2 Troubleshooting methodology and general troubleshooting steps on page 79

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.

General troubleshooting steps 91

NOTE: Determine whether a previous service case might be related to the current problem. For example, a fan detection issue could be caused by a loose connection resulting from previous service.

TIP: Without an RTC battery (3 V coin-cell battery), the computer automatically reboots. This feature is useful 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.

Situations that can 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 (CA - Customer Advisory).

● The issue is related to existing or known issues that might be identified in existing support articles.

● Technician might have omitted steps in the provided repair instructions (for example, 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

Confirm 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 they can locate it on http://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 might save them time calling in.

● Document the correct issue. Update the case with as many details as possible for other agents and engineers to analyze and study for lessons learned.

Helpful Hints

After you become familiar with the troubleshooting steps, use the helpful hints before running diagnostics and troubleshooting.

At startup

These steps provide simple, useful checks that you can perform when troubleshooting.

TIP: If you have installed an operating system other than the factory-installed operating system, go to http://www.hp.com/go/quickspecs and verify that it is supported on your system.

Be sure that the computer is plugged into a working AC outlet.

Be sure that power is connected to the docking station if you use a dock.

92 Chapter 7 Troubleshooting guide

Be sure that the AC adapter light is on.

Be sure that the AC adapter is connected when you update BIOS to avoid BIOS corruption.

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).

Remove all optical and flash drives from your system before turning it on.

Be sure that the boot option is set to a working operating system drive.

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.

Turn up the brightness and contrast controls of a display or external display device if the screen is dim.

During operation

The following steps provide simple, useful checks that you can perform when troubleshooting.

To wake the computer: a.

Press the power button or any key on the keyboard.

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 4 seconds.

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.

Look for blinking lights on the computer. The blinking lights could be error codes that help diagnose the problem.

Check all cables for loose or incorrect connections (external devices, power cords, dock, and so on).

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 might have to reconfigure the boot order.

Be sure that all required device drivers have been installed. For example, if you have connected a printer, you must install a printer driver.

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.

If hardware has recently been installed, remove it and determine whether the computer functions properly.

If software has recently been installed, uninstall it and determine whether the computer functions properly.

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.

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 or num lk key. If the caps lock or num lk 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.

Helpful Hints 93

Consulting with HP Service

If further HP support is required, this information may be requested when you call. So it may be helpful to take notes.

● 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 tables. The following sections identify the issue with symptoms and solutions to resolve an issue.

Power-on issues

Use the following sections to troubleshooting power issues.

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 when troubleshooting.

Table 7-9 Issues, possible causes, and fixes

Items Procedures

Symptoms

● Computer does not start

● Display is black or blank

● No fan noise

● No hard drive spinning

● Lights do not glow

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 82 ).

Perform a hard reset (

8. Hard reset on page 88 ).

Verify AC adapter

94 Chapter 7 Troubleshooting guide

Table 7-9 Issues, possible causes, and fixes (continued)

Items Procedures

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.

● Check power light (

7. Status lights, blinking light codes, troubleshooting lights, and POST error messages on page 85

). Rear power light indicates external power to the computer is good.

Verify battery condition and status

Check battery condition (overall result, cycle life, voltage) using HP PC Hardware

Diagnostics (UEFI) tool.

Verify that battery is installed properly in battery bay without a gap and that latch locks are tight (for models with removable batteries).

Check battery status light (

7. Status lights, blinking light codes, troubleshooting lights, and POST error messages on page 85

). Be sure that battery is not fully discharged, preventing system from booting.

Determine whether the computer can turn on with battery only.

Remove service door and test with a verified working battery. If the computer boots, inspect original battery before replacement.

Test battery with a verified working computer to verify that it works.

If the computer still does not boot, remove battery and boot on AC power only.

The following steps are for authorized providers or technicians.

Verify AC adapter – voltage

Measure DC voltage output, which should be approximately 19.5 V dc. Acceptable voltage range is from 18.5 to 20.5 V dc.

If the DC voltage is out of range, replace the AC adapter.

NOTE: This action requires a digital voltmeter.

NOTE: Select models include a power cable between the system board and chassis power connector.

Verify power button, power connector

Be sure that power button is not stuck.

Reseat power connector cable (if applicable).

Replace new power connector cable (if the cable exists and is defective)

To isolate faulty power connector cable and power button, technicians can short power-on pads or pins to turn on the computer. Contact HP Engineering for this information.

Verify blinking lights ( 7. Status lights, blinking light codes, troubleshooting lights, and POST error messages on page 85

)

Common issues and possible solutions 95

Table 7-9 Issues, possible causes, and fixes (continued)

Items Procedures

Tips

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 (for example, faulty memory, HDD).

Verify Power Good (Troubleshooting) lights

Verify whether the system board has a related power-on issue. If there is no power-on issue, move to next steps.

Verify all connections and reseat parts ( 10. Reseat cables and connections on page 89

Verify system board

Test essential hardware configuration ( 11. Test with minimum configuration on page 90

12. Test with verified working configuration (hardware or operating system) on page 91

13. Replace the system board on page 91

) by removing nonessential parts.

If the computer still does not boot, replace system board.

Computer automatically boots without pressing power button when the RTC 3 V battery is removed. Therefore, after the service door and RTC 3 V battery are removed, you do not have to press power button from top side.

In essential hardware configuration, mWS G1 and G2 may require discrete graphics processing unit (GPU) to boot. However, mWS G3 can boot with integrated graphics.

Intermittent power-on, shutdown, reboot

Use this information to troubleshoot power-on, shutdown, and reboot issues.

Table 7-10 Issues, possible causes, and fixes

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 or leaking capacitor).

Potentially turn into a no-power issue ( No power on page 94 ).

Troubleshooting steps

Visually check power ports on both AC adapter and computer sides.

Inspect power sources: a.

Verify that the AC adapter is working correctly. Use a confirmed working adapter to test.

Verify that battery is not depleted while system is in the Sleep state. Test with a confirmed working battery.

The following steps are for authorized providers or technicians.

Follow actions in

No power on page 94 .

Be sure that AC adapter has correct DC voltage.

Verify battery: test with a confirmed working battery.

96 Chapter 7 Troubleshooting guide

Table 7-10 Issues, possible causes, and fixes (continued)

Items Procedures c.

Verify that power button is not stuck.

Verify that power connector is not loose.

Verify that Power Good LEDs are solid.

Remedy loose connections and reseat major components (processor, memory, GPU, hard drive, solid-state drive, and others).

Perform visual check for loose connections, bent pins, stray wires, dust, nearly faulty parts

(bulging or leaking capacitor).

Test essential hardware configuration (

11. Test with minimum configuration on page 90

) a.

If system boots, reinstall nonessential hardware one component at a time to isolate issue.

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.

AC adapter issue

Use this information to troubleshoot AC adapter issues.

Table 7-11 Issues, possible causes, and fixes

Solution

Symptoms

● No sign of power

● No boot

● No rear power light

● No front power light

● Battery does not charge when AC adapter is connected

Possible causes

AC adapter and others (for example, external power source).

Troubleshooting steps

Quick check

Verify external power source ( 2. Examine the environment on page 82

Remove all external devices, including docking station.

Perform a hard reset for the computer (

8. Hard reset on page 88 ).

Disconnect and reassemble the power cord and adapter in case the adapter experienced short circuit, over current, over temperature events.

Use a verified working adapter. If the computer operates normally, there is a problem with the original adapter.

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 108

for further information.

Verify AC adapter

Remove working battery.

Verify that AC adapter is compatible with product. Verify that part number is for this computer if possible.

Inspect AC adapter and power cord for physical damage, bent middle ID pin.

Plug in AC adapter and power the computer without battery.

Inspect the power port on computer side for any damage, dust, debris.

Common issues and possible solutions 97

Table 7-11 Issues, possible causes, and fixes (continued)

Solution

Tips

Check power light ( 7. Status lights, blinking light codes, troubleshooting lights, and POST error messages on page 85 ). Rear power light indicates that external

power to the computer is good.

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. If this pin is broken, the rear power light turns on, but the power button and front power lights blink continuously, and the computer does not turn on.

Third-party AC adapters do not work with the computer.

Use the AC adapter that came with the computer for better performance.

Battery not recognized, not charging

Use this information to troubleshoot battery issues.

Table 7-12 Issues, possible causes, and fixes

Items Procedures

Symptoms

● No battery status light

● Blinking amber (critically low battery level)

● No boot without AC adapter

Possible causes

Defective AC adapter , battery, or both.

NOTE: Before proceeding, verify that the computer can boot to BIOS or Windows with a good AC adapter.

Troubleshooting steps

Visual inspections

Inspect battery connectors for any signs of damage.

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).

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

Battery status light is off: battery not recognized.

Battery status light is blinking amber: critically low battery level.

Reset

Hard reset (

8. Hard reset on page 88 )

Soft reset (

9. Soft reset (Default Settings) on page 89 )

Verify AC adapter

Determine whether the computer needs the AC adapter to boot and operate.

Sometimes, an intermittently bad AC adapter and loose connection between adapter and computer results in inability to charge battery, which causes short run time.

Inspect AC adapter to verify that it is functioning.

Test with a working AC adapter and confirm whether battery is charging.

98 Chapter 7 Troubleshooting guide

Table 7-12 Issues, possible causes, and fixes (continued)

Items Procedures

Tips

Be sure that battery is fully charged (AC adapter plugged in at least 2.5 hours).

Diagnostics: HP tools report results such as passed, calibrate, weak, replace, no battery, and unknown, and they suggest corresponding actions.

Use HP Hardware Diagnostics (UEFI) ( 6. HP Hardware Diagnostics and Tools on page 83 )

HP PC Hardware Diagnostics (UEFI) is a good tool to use to isolate and determine faulty battery, especially for quickly discharging (short life) battery.

Verify that battery is recognized and charging.

Verify battery condition if battery cycle life is past its life expectancy (that is, past

1000-cycle life and 3-year warranty). Battery might need to be replaced.

If issue remains, test with a verified working battery and verify battery status lights and battery conditions.

If issue remains, replace system board.

Verify the new replacement.

See the computer user guide for instructions regarding battery maintenance and increasing battery life. Also see http://support.hp.com/us-en/document/c01297640?

jumpid=hpr_r1002_usen_link3 .

Battery discharges too fast

Use this information to troubleshoot battery issues.

Table 7-13 Issues, possible causes, and fixes

Items Procedures

Symptoms

Battery has good status light but discharges too fast

Possible causes

AC adapter, battery, or both.

Troubleshooting steps

Verify AC adapter

Determine whether the computer needs the AC adapter to boot and operate.

Sometimes an intermittently bad AC adapter and loose connection between adapter and computer results in the inability to charge the battery and causes short runtime.

Inspect AC adapter to verify that it is working.

Test with AC adapter alone and with a verified working AC adapter.

Verify battery: Because battery capacity can degrade over time, check the warranty coverage. Run a battery test to confirm whether issue is hardware related.

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.

Determine whether any graphics are processing.

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.

Test and calibrate battery using HP PC Hardware Diagnostics (UEFI).

Common issues and possible solutions 99

Table 7-13 Issues, possible causes, and fixes (continued)

Items Procedures

Tips

Verify battery life cycle using HP Support Assistant tool.

If battery cycle life is past its life expectancy (past the 1000-cycle life and 3-year warranty), the battery might need to be replaced.

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 and

USB devices, applications, processes (in Task Manager) when not in use; also, reduce screen brightness.

Follow HP instructions about how to maintain battery and increase battery life. Also reference http://support.hp.com/us-en/document/c01297640?

jumpid=hpr_r1002_usen_link3 .

Burnt smell

Use this information to troubleshoot burnt-odor issues.

Table 7-14 Issues, possible causes, and fixes

Items

Symptoms

Emits smoke, burnt smell

Procedures

Possible causes

Defective on-board components.

Troubleshooting steps

General visual inspection

Disconnect the computer from power source (AC adapter and battery).

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.

Inspect any sign of liquid spill on the computer (back of keyboard).

The following steps are for authorized providers or technicians.

Further inspection on components

Inspect further sources internally after disassembling chassis, such as burnt or damaged components.

If the issue persists, replace boards, AC adapter, and battery for safety concern, and report issues to HP.

POST

Use the following sections to troubleshoot Power-on Self Test issues.

No video (with power)

Use this information to troubleshoot video issues.

100 Chapter 7 Troubleshooting guide

Table 7-15 Issues, possible causes, and fixes

Items Procedures

Symptoms

● No video (black or 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: These suggestions assume that the computer has not previously been set up for multiple displays.

Troubleshooting steps

Quick check

Verify that system light activity is OK.

Remove all external devices, including docking station. Recently added hardware or applications may cause graphics driver conflict and result in loss of video.

Perform hardware reset ( 8. Hard reset on page 88 ) and verify that HP Logo is presented

correctly on display screen when pressing f10 .

Test with external monitor via VGA port (or DisplayPort, HDMI, or other). Press power button and close the computer lid to force video output to external video. If unsuccessful, contact HP service.

If external video is OK, update BIOS, software, and drivers ( 4. Update BIOS and drivers on page 82

), and perform soft reset ( 9. Soft reset (Default Settings) on page 89 ) if

needed. Go to next step to verify display.

Verify display

● When booting to Windows, determine whether image appears on display screen (via

Windows Screen Solutions or Windows logo + p for display switcher).

● If there is video on the display, disconnect external display device, open the computer lid, and restart.

The following steps are for authorized providers or technicians.

Verify that Power Good lights are on to be sure that system board power is functional.

Reseat display cable connection on system board.

Reseat display cable connection on display panel side.

Examine and reseat major components, such as hard drive and memory.

Test with minimum configuration (

11. Test with minimum configuration on page 90 ) by

removing hard drive to isolate operating system issues and testing video in F10 Setup.

If video is present, restart and retest the computer.

If video is present but bad, go to

Display on page 109 section.

If issue persists (no video), test with external video.

If issue persists, test or replace a confirmed working display.

10.

If issue persists, replace discrete graphics card.

Common issues and possible solutions 101

Table 7-15 Issues, possible causes, and fixes (continued)

Items Procedures

Tips

11.

If issue persists, replace system board because of defective video function.

Swipe a metal piece (screwdriver) over wireless or mute buttons to act as if closing lid to force video output to external display device.

Blinking lights

Use this information to interpret blinking lights on the computer.

Table 7-16 Issues, possible causes, and fixes

Items Procedures

Symptoms

Lights blink on keyboard caps lock / num lock keys

Note

Possible causes

Blinking lights on startup usually indicate a problem with basic functionality of a critical component (processor, BIOS, graphics cards, memory, and so on) because of a loose connection, defective parts, or recently added parts.

Troubleshooting steps

Check for any blink patterns. Count the number of blinks in a sequence, followed by a pause for a few seconds.

See status, blinking lights, and error message ( 7. Status lights, blinking light codes, troubleshooting lights, and POST error messages on page 85 ) for corrective actions.

If internal hardware components (such as memory, hard drive) have been recently added, a component may not be connected properly. Remove and reseat new

components ( 10. Reseat cables and connections on page 89

) one at a time.

Because the display might not be functional, lights are used to indicate an error.

Diagnostic error messages

Use the information in the table to help you understand diagnostic error messages.

Table 7-17 Issues, possible causes, and fixes

Items Procedures

Symptoms

● Computer has power

● POST error message displays

(Windows logo has not yet appeared)

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 (for example, keyboard failures), or incompatible hardware. Can usually be resolved by installing updated firmware for the component.

Troubleshooting steps

See

7. Status lights, blinking light codes, troubleshooting lights, and POST error messages on page 85

for corrective actions. An example of a POST error message might be "Boot Device Not Found."

If there is power, you might be able to access BIOS. Reset BIOS to its default condition.

(

9. Soft reset (Default Settings) on page 89

)

Restore hardware to its original condition (for example, bootable solid-state drive instead of hard drive).

102 Chapter 7 Troubleshooting guide

Table 7-17 Issues, possible causes, and fixes (continued)

Items Procedures

Note

Reseat suspected components and verify connection.

Test suspected components using HP PC Hardware Diagnostics (UEFI) tool.

An Error Message means that 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.

BIOS password

Use the information in the table to troubleshoot BIOS password issues.

Table 7-18 Issues, possible causes, and fixes

Items

Symptoms

Some sections are unavailable (grayed out)

Procedures

Possible causes

You must use an administrator password.

Reference

Troubleshooting steps

Review F10 BIOS Setup Overview to determine which features must be enabled.

Your BIOS settings may be managed by a BIOS administrator password setup.

If you lost or forgot the user password, contact your IT personnel.

If you lost or forgot the 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 HP PC BIOS F10 Setup Guide at http://support.hp.com

Performance (OS)

Most software problems occur as a result of certain situations.

● 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 necessary 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 and 10 with BIOS UEFI boot mode. Therefore, HP recommends that you switch BIOS boot mode from Legacy to UEFI Native for clean

Windows 8 or 10 installations, or to UEFI Hybrid (if available) for upgrading the option from Windows 7 to

Windows 8 or 10. UEFI Windows 8 or 10 avoids many unexpected behaviors (for instance, blue screen error, graphics or video issues) in the BIOS Legacy setting.

Common issues and possible solutions 103

Intermittent shutdown

Use this information to troubleshoot shutdown issues.

Table 7-19 Issues, possible causes, and fixes

Items Procedures

Symptoms

● Shutdown during startup

● Shutdown during operation

Possible causes

It is often difficult to troubleshoot an intermittent issue. Possible causes include:

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

Update BIOS and drivers. (

4. Update BIOS and drivers on page 82 )

Perform hard reset (

8. Hard reset on page 88 )

Perform soft reset ( 9. Soft reset (Default Settings) on page 89 )

Power-related issue

Verify functionality of AC adapter alone. If it does not work, test with a verified working adapter.

Verify battery alone. Verify that battery is not depleted. Test battery using HP PC

Hardware Diagnostics (UEFI) tool.

Verify connection of power button and cable.

OS custom settings

Advise users to reset power options and close all applications that are not in use, including applications in the background.

Test with a confirmed working operating system to isolate custom settings by users or any conflicting applications that cause shutdown.

The following steps are for authorized providers or technicians.

Thermal-related issue

Verify thermal condition: a.

Test fan using HP PC Hardware Diagnostics (UEFI) tool (

6. HP Hardware

Diagnostics and Tools on page 83

) b.

Check fan and connection. Reseat fan cable.

Be sure that no obstructions or dust are in heat sink fan, fin, or vent.

Test with a verified working fan.

Remove old thermal compound and pads and replace with new compound and pads.

Verify thermal solution:

○ Use Thermal Monitor tool (available only to authorized service providers/

technicians) to perform stress test (processor and GPU) ( 6. HP Hardware

Diagnostics and Tools on page 83

), and verify that thermal sensors are within limits after thermal condition is serviced.

Hardware-related issue

104 Chapter 7 Troubleshooting guide

Table 7-19 Issues, possible causes, and fixes (continued)

Items Procedures

Tips

Check for any signs of loose connections, bent pins, stray wires, dust, nearly faulty parts (bulging/leaking capacitor).

Verify that lights are solid.

If shutdown is reproducible, test essential hardware configuration: a.

If no issue with hardware configuration, reinstall one nonessential component at a time to determine faulty hardware.

If issue persists, replace essential hardware with a confirmed working part, one at a time. If the computer does not boot, replace system board.

Intermittent issues are difficult to reproduce and troubleshoot. It is important to record details about shutdown frequencies, system configuration (3D video application), and operating conditions.

Blue screen

Use this information to troubleshoot blue screen issues.

Freeze at Windows Logo (hang or lockup)

Use the following information to troubleshoot hang or lockup issues.

Table 7-20 Issues, possible causes, and fixes

Items Procedures

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 lk or caps lock key

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).

Troubleshooting steps

Perform the following steps one at a time to verify normal boot process:

Disconnect all external peripherals, and perform a hard reset (

8. Hard reset on page 88

Perform soft reset ( 9. Soft reset (Default Settings) on page 89

Common issues and possible solutions 105

Table 7-20 Issues, possible causes, and fixes (continued)

Items Procedures

Tips

Update BIOS and drivers (

Run Hardware Diagnostics ( 6. HP Hardware Diagnostics and Tools on page 83 )

Roll back to previous version may be necessary.

Go to safe mode to install drivers.

to isolate hardware issue.

Undo recent changes in Windows (

5. Remove or uninstall recently added hardware, software on page 83

Reseat cables and connections (

10. Reseat cables and connections on page 89 ).

Start Windows in safe mode ( 11. Test with minimum configuration on page 90 ).

Use Startup Repair Windows to fix Windows damaged files.

Test with essential hardware configuration (

11. Test with minimum configuration on page 90

) with a verified working operating system (for instance, 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)

Use this information to troubleshoot EMI issues.

Table 7-21 Issues, possible causes, and fixes

Items Procedures

Symptoms

System locks up, freezes in certain physical area or location

Possible causes

Electromagnetic interference (EMI).

Troubleshooting steps

See (

2. Examine the environment on page 82

). Pay attention to external power source, high-frequency signals such as cell phones, microwave ovens.

Move the computer to different locations nearby to determine where it fails and where it does not fail.

Test with a verified working computer in original factory configuration.

Consult with support.

No wake up

Use this information to troubleshoot wake-up issues.

Table 7-22 Issues, possible causes, and fixes

Items Procedures

Symptoms Possible causes

Power-saving mode; multiple-display setting.

106 Chapter 7 Troubleshooting guide

Table 7-22 Issues, possible causes, and fixes (continued)

Items Procedures

When resuming from a power management state the computer may display:

● Blank screen

● Some light activity

Troubleshooting steps

Verify that front power light (

power button to exit Sleep.

7. Status lights, blinking light codes, troubleshooting lights, and POST error messages on page 85 ) is blinking (indicating Sleep state). Press

Reset BIOS to default (associated with OS Power Management in Power Menu) (

Update BIOS and drivers on page 82

)

Check power management settings in Windows Power Options. Disable Sleep options if the issue is resolved.

Tips

Screen saver is set. Press any key or touch touchpad to resume.

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 appear on an external display device in the docking configuration.

Unresponsive

Use this information to troubleshoot issues with responsiveness.

Table 7-23 Issues, possible causes, and fixes

Items Procedures

Symptom Possible causes

Common issues and possible solutions 107

Table 7-23 Issues, possible causes, and fixes (continued)

Items Procedures

Unresponsive Program in use has stopped responding to commands.

Troubleshooting steps

If possible, use the Windows Task Manager to isolate and terminate the offending process.

Attempt the normal Windows shutdown procedure.

Restart the computer using the power button.

Slow performance

Use this information to troubleshoot performance issues.

Table 7-24 Issues, possible causes, and fixes

Items

Symptom

Slow performance when performing small tasks, or even in idle mode

Procedures

Possible causes

Processor is hot or hard drive is full.

Troubleshooting steps

Processor is hot

Tips

Verify that airflow to the computer is not blocked.

Verify that chassis fans are connected and working properly. Some fans operate only when needed.

Verify that the processor heat sink is installed properly.

Hard drive is full

Transfer data from the hard drive to create more space on the hard drive. Microsoft recommends at least 200 MB to sync system files.

Perform disk defragmentation to consolidate fragmented data on the hard drive so it works more efficiently.

See

Routine maintenance for performance improvement on page 135 ).

HP Smart Adapter warning message

Use this information to troubleshoot power adapter warning messages.

Table 7-25 Issues, possible causes, and fixes

Items Procedures

Symptom

Warning message appears in window

Possible causes

Less powerful AC adapter, BIOS out of date.

108 Chapter 7 Troubleshooting guide

Table 7-25 Issues, possible causes, and fixes (continued)

Items Procedures

Note

Troubleshooting steps

Update BIOS, which may contain information that assigns an appropriate adapter for the configuration.

Update the latest HP Hotkey Support software from Drivers website.

Be sure that the power source is sufficient (where adapter is connected).

Use appropriate AC adapter (often supplied with system) for optimum system performance.

Test with a verified working AC adapter.

Test the adapter on a verified working computer.

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 subsystem, a video balance mode may occur to further balance the power needs of the system.

Because system processor functions always have priority over battery charging, charging delays occur first.

Incorrect time and date

Use the following information to troubleshoot time and date issues.

Table 7-26 Issues, possible causes, and fixes

Item

Symptom

Incorrect date and time

Procedure

Possible cause

Real-time clock (RTC) battery might need replacement.

Troubleshooting steps

Reset the date and time in the operating system Control Panel.

Replace the RTC battery.

Verify that date and time are correct.

Display

Use these sections to troubleshoot display issues.

Common issues and possible solutions 109

Display anomalies

The display panel is a field-replaceable unit (FRU) and must be replaced by only authorized technicians.

However, HP highly recommends that users and technicians observe symptoms and use the HP PC Hardware

Diagnostics (UEFI) tool before any replacement.

Symptom

This section includes common display issues with symptoms:

● Blank or black video

● Incorrect color, missing color, distorted image

● Flickering image

● Vertical lines (because of LDVS, decreased signal integrity, and data loss)

● Dead pixel (because of display liquid, internal transistor, and others)

● Horizontal lines (because of video memory)

● Distorted when hot (because of thermal issue)

● Cracked screen/image (physical damage)

● Light leakage/bleeding

Contact support for assistance.

● Humming noise (due to frequency settings)

Contact support for assistance.

Table 7-27 Display anomaly illustrations

Display anomalies

Cracked screen Cracked image Blurred image

Dead pixel

110 Chapter 7 Troubleshooting guide

Vertical lines

Horizontal lines

Quick check

Use these steps to check the display.

● Visually examine the display for cracked screen, liquid crystal leak, dirty spots on glass, and other issues.

● Reset and update BIOS and docking firmware.

● Update operating system (OS), graphics or video drivers (Intel, AMD, NVIDIA, and others).

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

● Configure Windows settings (Power options, Screen brightness, Personalization, Screen resolution, and so on).

● Test with a verified working external display.

● Boot to Windows in safe mode.

● Test with a verified working operating system (for instance, 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 83

), 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 following Display section for specific issues and possible solutions.

For additional information about display problems, see documentation provided by the product manufacturer.

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.

Common issues and possible solutions 111

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. See

Display issue: pixel anomalies on page 140

for the HP dead pixel policy.

No video (internal)

Use this information to troubleshoot video issues.

Table 7-28 Issues, possible causes, and fixes

Items Procedures

Symptoms

No internal video with certain programs (for example, videointensive games)

References

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 100 for display information.

No video (external)

Use this information to troubleshoot external video issues.

112 Chapter 7 Troubleshooting guide

Table 7-29 Issues, possible causes, and fixes

Items Procedures

Symptom

No image on external monitor

Possible causes

External monitor, resolution, display configuration, drivers.

Troubleshooting steps

Be sure external monitor is compatible with the computer.

Be sure that external monitor is turned on.

Press any key to exit the power-saving mode.

Adjust the brightness of the monitor.

Test with a verified working monitor.

Test the monitor via internal ports (VGA, DP ports).

Install latest video driver.

Reset the screen resolution as described in the documentation.

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

Use this information to troubleshoot DisplayPort and VGA issues.

See

No video (external) on page 112

HDMI

Use this information to troubleshoot HDMI issues.

Table 7-30 Issues, possible causes, and fixes

Items Procedures

Symptoms

● Display issue

● Sound issue

Possible causes

Cable, connection, settings.

Troubleshooting steps

Quick Check

Verify that the HDMI device input source is set correctly (for example, HDMI1).

Be sure you are using the correct HDMI cable.

Check connection and reconnect the HDMI cable.

Verify whether sound output is configured correctly in Control Panel > Sound Manager.

Perform hard reset ( 4. Update BIOS and drivers on page 82 ).

Common issues and possible solutions 113

Table 7-30 Issues, possible causes, and fixes (continued)

Items Procedures

References

Update BIOS and drivers (

9. Soft reset (Default Settings) on page 89 ), and verify if the

) when your hear sound but do not see video on HDTV.

http://support.hp.com/us-en/document/c01186408

No or bad external video via docking

Use this information to troubleshoot video issues while docking.

Table 7-31 Issues, possible causes, and fixes

Items Procedures

Symptoms

No or bad image on external monitor via ports of docking station (such as

VGA, DP, TB, display port, and others)

Possible causes

Rooted from system board, software or drivers, dock connectors, docking station hardware or firmware, dock video ports (DP, VGA, and others).

Troubleshooting steps

Note

Be sure that external monitor is turned on.

Be sure that external monitor is compatible with the computer.

If applicable, plug the dock in different Type-C ports.

For more information, see the technical white paper titled ”HP Elite Dock with

Thunderbolt 3 & HP ZBook Dock with Thunderbolt 3.” Go to http://www.hp.com/ and search for HP ZBook Thunderbolt 3 Dock User Guide.

If the screen image is distorted, try a DP-to-VGA adapter. Connect the adapter to each

DisplayPort and VGA port of the dock.

Test the monitor via internal ports (such as VGA, DP, HDMI, and others).

Verify that dock connectors of the notebook and the dock are clean, without dust, debris (for example, using air duster).

Ideally, use a verified working operating system or system connected to the dock to isolate the issue of the current operating system.

Ideally, use a verified working docking station to isolate the faulty dock.

Update latest dock firmware. 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://h20195.www2.hp.com/v2/getpdf.aspx/

4aa5-2657enw .

Incorrect or missing color/distorted image

Use this information to troubleshoot image issues.

114 Chapter 7 Troubleshooting guide

Table 7-32 Issues, possible causes, and fixes

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

Use combination fn + f4 to enable output to external monitor.

Close the lid.

If the external monitor also shows incorrect color, it is graphics card issue. Test with a verified working graphics card.

Verify monitor cable and cable connection (Monitor disassembly is required.)

Be sure the monitor cables are not pinched or damaged.

Be sure the monitor cables have good connection at both ends (system board and display panel).

● If moving cables affects the image, the monitor cable is the cause of the issue. Test with a confirmed working cable.

● If moving cables does not affect the image, the monitor has an issue. Test with a confirmed working monitor.

Touch screen

Use this information to troubleshoot touch screen issues.

Table 7-33 Issues, possible causes, and fixes

Items Procedures

Symptoms

Unresponsive

Inaccurate

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.

Configure the touch display in Control Panel >

Tablet PC Settings

Restart the computer.

Verify touch screen and graphics drivers.

Configure the touch display to identify the screen as a touch screen as shown in the image at left.

Calibrate the screen and reset if touch functionality is still not working correctly.

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.

Common issues and possible solutions 115

Table 7-33 Issues, possible causes, and fixes (continued)

Items Procedures

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.

Perform Microsoft System Restore, and restore to a time when the system was working.

Perform HP System Recovery if none of the previous actions resolve the issue.

References https://support.hp.com/us-en/document/c03488148

I/O devices

Use this information to troubleshoot I/O device issues.

NOTE:

● Make sure external devices are supported and compliant (for example, USB Type-C, Thunderbolt 3, PCI

Express).

● If you have problems with external devices not provided by HP, contact device manufacturers for compatibility and latest drivers before troubleshooting (for example, USB devices, Thunderbolt devices,

PCI express card reader, VGA, display, HDMI monitors, speakers).

● Be sure I/O devices are properly inserted into the I/O ports, and then be sure that Windows Device

Manager recognizes the I/O devices.

Keyboard

Use this information to troubleshoot keyboard issues.

Table 7-34 Issues, possible causes, and fixes

Items Procedures

Symptoms

Keystrokes not recognized

Characters not matched

Possible causes

Dust trapped under keycap, loose keycap, loose keyboard connection, defective keyboard.

Troubleshooting steps

Inspect the keyboard for any signs of dust, liquid, or debris trapped under sticky keys that might prevent keystroke recognition.

Check for incomplete connection between keyboard and system board by verifying that caps lock or num lk light turns on when you press the key.

116 Chapter 7 Troubleshooting guide

Table 7-34 Issues, possible causes, and fixes (continued)

Items Procedures

Verify whether the keyboard is recognized in Windows Device Manager, and verify whether the keyboard driver is installed properly.

Test with a working external keyboard (such as a USB keyboard).

Also test in Windows for special keys ( caps lock , shift , ctrl , fn , Windows , alt ) if necessary.

Test with HP PC Hardware Diagnostics (UEFI) to isolate a hardware issue from a software issue.

Verify that BIOS is up to date. If so, resetting BIOS to default may help.

Test with a verified working operating system, or restore the operating system to be sure that the issue is not caused by items such as different language settings, sticky keys feature, and so on.

Verify that keyboard flex cables are fully inserted and in good condition.

The following steps are for authorized providers and technicians.

Tips

Verify whether keyboard flex cable is in good condition (no delamination or torn cable end, no missing or cracked tracks, pads).

Verify that keyboard flex cable ends are fully inserted and aligned with connectors on system board, and those connector tabs are properly closed. Reseat cables.

Replace new internal keyboard and retest.

If a key works only when pressed with force, inspect and remove debris trapped under keycap.

Keyboard pointing stick

Use this information to troubleshoot pointing stick issues.

Table 7-35 Issues, possible causes, and fixes

Items Procedures

Symptom

Point stick not working properly

Possible causes

Dust trapped under point stick, loose point stick cap.

Troubleshooting steps

Inspect for any signs of dust or liquid spill that prevents point stick from working.

Check whether point stick cap is loose, and reseat it if necessary.

The following steps are for authorized providers and technicians.

Verify whether keyboard flex cables are in good condition (no delamination or torn cable end, no missing or cracked tracks, pads).

Verify that keyboard flex cable ends are fully inserted and aligned with connectors on system board and back of keyboard, and that connector tabs are properly closed.

Reseat point stick cables.

Common issues and possible solutions 117

Table 7-35 Issues, possible causes, and fixes (continued)

Items Procedures

Example of back of keyboard, including keyboard, point stick, and backlight cables.

Keyboard backlight

Use this information to troubleshoot keyboard backlight issues.

Table 7-36 Issues, possible causes, and fixes

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 whether backlit feature is not disabled by pressing a combination of fn + backlit key.

The following steps are for authorized providers or technicians.

Verify whether backlight flex cables are in good condition (no delamination or torn cable end, no missing or cracked tracks or pads).

Verify that backlight flex cable ends are fully inserted and aligned with connectors on system board and that connector tabs are properly closed.

Reseat backlight cable.

Touchpad

Use this information to troubleshoot touchpad issues.

Table 7-37 Issues, possible causes, and fixes

Items Procedures

Symptoms

Not working properly

(1) Touchpad on/off button

(2) Touchpad

Possible causes

Touchpad turned off, driver, settings.

Troubleshooting steps

Ensure touchpad on/off light is not amber (disabled). Double tap to enable.

Verify whether touchpad device is listed in Device Manager > Mice and other pointing

devices.

Install the latest touchpad driver.

Adjust touchpad settings (Control Panel > Mouse).

Test touchpad controller using the HP PC Hardware Diagnostics (UEFI) tool ( f2 >

Component Tests > Mouse Test > Pointer Test & Drag and Drop Test).

118 Chapter 7 Troubleshooting guide

Table 7-37 Issues, possible causes, and fixes (continued)

Items Procedures

The following steps are for authorized service providers/technicians.

Check the touchpad cable for damage or a loose connection, and then reseat the touchpad cable.

If issue persists, replace the touchpad and verify the change.

Network connectivity (RJ-45 jack)

Use this information to troubleshoot network issues.

Table 7-38 Issues, possible causes, and fixes

Items

Symptoms

● Unable to find networks (yellow bang)

● Connection dropouts

● Slow performance

Procedures

Possible causes

Network source, cable, connection, RJ-45 (network) jack, driver, settings.

Troubleshooting steps

Quick Check: verify the network status lights that supposed to flash when there is network activity.

Network connectivity wireless (WLAN)

Use this information to troubleshoot wireless connectivity issues.

Table 7-39 Issues, possible causes, and fixes

Items

Symptoms

● Unable to find networks (yellow bang)

● Connection dropouts

● Slow performance

Procedures

Possible causes

Network source, cable, connection, wireless module, driver, settings.

The following steps are for authorized providers or technicians.

Verify that the wireless module and its antenna cables are fully inserted and in good condition (see WLAN module removal and replacement section). Reseat wireless module and antenna connection.

Verify that module antenna cable connection are not loose.

Verify that antenna cables are properly connected to the MAIN and AUX terminals (see WLAN module removal and replacement section).

WWAN

Use this information to troubleshoot WWAN issues.

Common issues and possible solutions 119

Table 7-40 Issues, possible causes, and fixes

Items Procedures

Symptom

Unable to find networks or service

Possible causes

Network source, cable, connection, driver, settings.

Troubleshooting steps

Update to the latest driver and utility.

Check with network service provider for signal coverage.

Be sure signal strength is good.

Be sure that your service is active.

The following steps are for authorized providers or 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.

USB

Use this information to troubleshoot USB port issues.

Table 7-41 Issues, possible causes, and fixes

Items Procedures

Symptoms

● USB devices are not recognized

● USB devices are not charging

Examples of USB device Not Recognized

Possible causes

USB devices do not have the latest software drivers or port insufficient power, or the devices are not compliant.

NOTE: USB Type-C uses a different connector entirely.

Troubleshooting steps

Unplug the USB device. Restart the computer (wait for 2–5 minutes) to reset the

USB port or hub in case of a power surge.

Perform a soft reset (

USB device is recognized.

Verify whether the USB device is recognized in Device Manager > Universal Serial

Bus Controller, or the USB is recognized without a yellow warning symbol, or bang.

Verify whether the latest USB driver, USB chipset driver, or both are installed. You can remove or reinstall the USB driver.

Be sure the USB device is supported, for example, USB 3.0 device requires more power draw (0.9 A) from a USB port than a USB 2.0 device (0.5 A). As a result, identify the USB charging port to be used for charging a USB device, or an external

AC power adapter might be required for an external USB storage device to work properly.

Test with verified working USB devices (keyboard, mouse, USB key) to be sure USB ports are functional.

120 Chapter 7 Troubleshooting guide

Table 7-41 Issues, possible causes, and fixes (continued)

Items Procedures

Test the USB device on a verified working computer to be sure the USB device is not malfunctioning.

Smart card reader

Use this information to troubleshoot smart card reader issues.

Table 7-42 Issues, possible causes, and fixes

Items Procedures

Symptoms

● Not recognized

● Unable to write

Card Reader Removal Policy

Possible causes

Physical damage, incorrect insertion, dirt, driver, malfunctioning card reader.

NOTE: Some cards have a read-write security switch on the card. Be sure that switch is set to Write Enabled before attempting to write data to it.

Troubleshooting steps

Verify card reader removal policy.

Make sure there is no physical damage to the card.

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.

Reinstall and update the drivers for the card reader.

Make sure the smart card reader is compliant with ISO 7816 Class A, B, and C.

Reinsert the card reader with correct face as described in its documentation.

Check reader function with a verified working card.

IMPORTANT: If the card reader has an in-use indicator light, do not insert or remove memory cards while the light is flashing. Doing so might cause loss of data on the card or might permanently damage the card reader.

Common issues and possible solutions 121

Speaker, headphone - audio issues

Use this information to troubleshoot audio issues.

Table 7-43 Issues, possible causes, and fixes

Items Procedures

Symptoms

● No sound from external or internal speakers

● Distorted sound, too soft, too loud, intermittent

Possible causes

Volume turned down, sound card not recognized, malfunctioning hardware, electronic interference.

No sound from headphones

No sound from external speakers

Troubleshooting steps

Remove any device connected to the audio jack to enable the internal speaker.

Close all open programs.

Adjust volume by pressing fn + f6 or 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.

Verify that the sound card is detected in Windows Device Manager.

Reinstall the latest audio driver.

Test audio device using HP PC Hardware Diagnostics (UEFI) tool ( f2 > Component Tests

> Audio).

Test with a verified working operating system. If issue is resolved, restore full operating system.

Test with verified working external speakers or headset.

Reseat internal speaker connections.

10.

Test with verified working internal speakers.

11.

Replace internal speakers.

Adjust volume by pressing fn + f6 or 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.

Check headphone cable connection.

Test with a verified working audio board.

Replace audio board and verify the change.

Verify that external speakers are turned on.

Disconnect headphones from headphone jack.

Adjust volume by pressing fn + f6 or 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.

Check for possible interference devices nearby that might affect the audio (cell phone or portable communications handset.)

122 Chapter 7 Troubleshooting guide

Thunderbolt (TB)

Use this information to troubleshoot Thunderbolt issues.

Table 7-44 Issues, possible causes, and fixes

Items Procedures

Symptom

Thunderbolt device not working

Possible causes

BIOS, drivers, and user settings.

Troubleshooting steps

Update to the latest BIOS and choose appropriate TB Port settings.

Reset User Account Settings to default.

Update Intel Thunderbolt software that includes firmware version (for TB controller), driver version (operating system driver), and application version.

Verify that Windows Device Manager detects the TB device.

Verify cable connection to TB port.

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 .

Storage

Use this information to troubleshoot storage issues.

Common issues and possible solutions 123

NOTE:

● Back up all critical data before troubleshooting the drive.

● Before contacting support, HP recommends that you run a drive (HDD, SSD, M.2 drive) test using the HP

PC Hardware Diagnostics (UEFI) tool on the suspected failed drive.

● 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 ).

● HP recommends the drive quick test 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 runs until an error occurs).

● If any test fails, record failure code and contact support for instructions about how to order a replacement hard drive.

● If all of the tests pass, the hard drive is not damaged. As a rule, HP will not replace a hard drive under warranty that does not fail the HP Hard Drive Self-Test.

● If there is no physical problem with the hard drive (or memory), then try reinstalling the Windows operating system to troubleshoot the problem.

Hard drive or solid-state drive not recognized

Use this information to troubleshoot storage device issues.

Table 7-45 Issues, possible causes, and fixes

Items Procedures

Symptom

Hard drive is not recognized during

POST

Possible causes

Loose connection, faulty hard drive, faulty drive configuration/BIOS setting.

Troubleshooting steps

POST error messages and user actions on page 133 .

Reset BIOS to default.

124 Chapter 7 Troubleshooting guide

Table 7-45 Issues, possible causes, and fixes (continued)

Items Procedures

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.

Use the HP Hardware Diagnostics tool to verify that the drive is recognized and test it.

If the hard drive fails diagnostics, record failure and have the drive replaced.

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 that software is not an issue.

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 before replacing a drive as this might resolve related issues.

No boot to operating system (no read-write error)

Use this information to troubleshoot issues with booting to the operating system.

Table 7-46 Issues, possible causes, and fixes

Items Procedures

Symptoms

● POST error message: Boot Device not found (3F0)

● Hang when booting to operating system

Possible causes

Operating system, loose connection, faulty hard drive, BIOS configuration, Secure Boot.

Troubleshooting steps

Verify whether 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 .

Reset BIOS to default. Be sure that BIOS Boot Mode in Boot Option is set up properly for bootable device and its operating system (for example, UEFI Native for Windows 8).

Another example, choosing Legacy Boot Order for an UEFI device causes "Boot Device not found (3F0)" error.

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.

Use PC Hardware Diagnostics tool to test. Record failure code and have the hard drive replaced.

If there is no error, reinstall the operating system using HP Restore.

Test with a verified working operating system hard drive, if available.

Note If there is a hard drive POST error message, see

Read-write error

Use this information to troubleshoot read and write errors.

Common issues and possible solutions 125

Table 7-47 Issues, possible causes, and fixes

Items Procedures

Symptoms

● POST error message (for example, error code 301)

● Hang when working on data, files, documents

Possible causes

Loose connection, faulty hardware.

Troubleshooting steps

Reset BIOS to default ( 9. Soft reset (Default Settings) on page 89

Verify the drive connection and flex cable. Reseat connection (

10. Reseat cables and connections on page 89 ).

Use the HP Hardware Diagnostics tool to test. If failed, record failure code and have the hard drive replaced.

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

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 133

Blue screen (BSOD) error

A faulty hard drive can cause a blue screen error. Perform the drive tests using the HP Diagnostics Tool to make sure that the drive is functional.

If all of the tests are successful, see

Common blue screen error messages on page 136 for detailed

troubleshooting steps.

Noisy hard drive

Use this information to troubleshoot a noisy hard drive.

IMPORTANT: Because an SSD has no moving parts, it does not make loud or clicking noises.

Depending on type and rotational speed, some hard drives make more noise then others.

Not all noises are related to the fan or hard drive.

Table 7-48 Issues, possible causes, and fixes

Items Procedures

Symptoms

● Loud noise from hard drive

● Clicking noise from hard drive

● Still boots to operating system and operates normally

Possible causes

BIOS, hard drive firmware, driver, faulty drive, power supply (AC adapter).

Troubleshooting steps

Update BIOS and hard drive firmware.

Examine AC adapter to be sure that it is not faulty or overloaded. Disconnect all peripherals (USB storages, dock, and others.

Remove hard drive to isolate the noise.

126 Chapter 7 Troubleshooting guide

Table 7-48 Issues, possible causes, and fixes (continued)

Items Procedures

Tips

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.

Verify original hard drive connection and flex cable. Reseat hard drive and connection.

Run HP PC Hardware Diagnostics (UEFI). If failed, record failure code and replace hard drive replace.

If you find no error with HP PC Hardware Diagnostics (UEFI), perform disk defragmentation. 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 Routine maintenance for performance improvement on page 135

Mechanical

Use this information to troubleshoot mechanical issues.

Noise (sound)

Use this information to troubleshoot abnormal noise issues.

Table 7-49 Issues, possible causes, and fixes

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

Inspect external power source and change to verified working one.

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, see

Fan runs constantly on page 128

Determine whether the noise comes from the hard drive.

See Noisy hard drive on page 126

Determine whether the noise comes from an optical drive.

Remove CD/DVD from the optical drive.

Determine whether the noise comes from speaker.

Test with a verified working external headset/speaker.

Common issues and possible solutions 127

Table 7-49 Issues, possible causes, and fixes (continued)

Items Procedures

Noisy display Determine whether the noise comes from display panel (humming noise). Change display frequency settings. See

Display on page 109

The section below is intended for authorized service providers and technicians.

After disassembling the chassis, inspect components of the interior for excessive wear or damage.

If noise issues persist, proceed with process of elimination for battery, AC adapter, or boards.

Fan runs constantly

Use this information to troubleshoot a constantly running fan.

Table 7-50 Issues, possible causes, and fixes

Items Procedures

Symptoms

● Fan never stops running

● Generates heat

● Decreased computer performance

Possible causes

● BIOS not up to date.

● Thermal condition (fan, air flow)—fan might not be defective but must run constantly to remove excess heat generated by electrical components.

● Inappropriate configuration.

Troubleshooting steps

General actions

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.

Update BIOS and drivers (

4. Update BIOS and drivers on page 82 ) and reset BIOS to

default. BIOS can implement new fan characteristics and updates for other components.

Diagnostics and Tools on page 83

). Performing a hard reset can reset recorded thermal values in memory.

Thermal-related issue

Verify that fan is spinning. Reseat fan cable before moving to next step.

Check fan and connection. Reseat fan cable.

Be sure that no obstructions or dust are in heat sink fan, heat sink fin, or vent.

Test fan using HP PC Hardware Diagnostics (UEFI) tool (

6. HP Hardware

). Be sure that the fan is not producing loud noise and that fan blades spin correctly.

Test with a verified working fan.

Replace the fan.

Verify thermal solution

Use Thermal Monitor tool (available only to authorized service providers and

technicians)( HP Thermal Monitor on page 85 ) to run stress test (processor and GPU)

and verify that thermal sensors are within limits after thermal condition is serviced.

128 Chapter 7 Troubleshooting guide

Table 7-50 Issues, possible causes, and fixes (continued)

Items Procedures

Notes

User configuration

Change Power Options in Windows (for example, choosing Balanced mode instead of High

performance). High performance and extensive graphics might 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 .

● https://support.hp.com/us-en/document/c01657439 .

Thermal shutdown (hot)

Use this information to troubleshoot a thermal shutdown.

Table 7-51 Issues, possible causes, and fixes

Items Procedures

Symptoms

Similar to fan runs constantly issue

(

Fan runs constantly on page 128 )

● System shutdown

● Abnormal heat

● Continually running fan

● Decreased computer performance

Possible causes

BIOS not up to date, thermal condition (fan, air flow)

Troubleshooting steps

Update BIOS and drivers (

6. HP Hardware Diagnostics and Tools on page 83

) and reset BIOS to default. BIOS can implement new fan characteristics and updates for other component.

Perform a hard reset (

8. Hard reset on page 88

). Performing a hard reset can reset recorded thermal values in memory.

Determine whether you are using a correct AC adapter.

Be sure to turn power off completely when putting a notebook in a travel bag.

Thermal-related issue

Verify thermal condition: a.

Check fan and connection. Is fan spinning when the system is turned on? Reseat fan cable.

Be sure that no obstructions or dust are in heat sink fan, fin, or vent.

Be sure that the notebook is not sitting on a hot surface that blocks vent intakes.

Test fan using HP PC Hardware Diagnostics (UEFI) tool (

). Be sure that the fan is not producing a loud noise and that fan blades spin correctly.

Test with a verified working fan.

Remove old thermal compound and pads, and replace properly with new pads.

Verify thermal solution:

Common issues and possible solutions 129

Table 7-51 Issues, possible causes, and fixes (continued)

Items Procedures

Note

○ Use Thermal Monitor tool (available only to authorized service providers and technicians) to run stress test (processor and GPU), and verify that thermal sensors are within limits after thermal condition is serviced.

See https://support.hp.com/us-en/document/c01657439 .

Malfunctioning power button

Use this information to troubleshoot a nonworking power button.

Table 7-52 Issues, possible causes, and fixes

Items Procedures

Symptoms

● Rear power indicator light is on

● Does not turn on when power button is pressed

● Automatically turns on

Possible causes

Defective keyboard.

Troubleshooting steps

General actions