HP EliteBook x360 1030 G3 Notebook PC Guide

Remove the battery:

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

Remove the four Phillips screws (2) that secure the battery to the computer.

Component replacement procedures 27

Remove the Phillips broadhead screw, and lift the battery out of the computer (3).

28 Chapter 5 Removal and replacement procedures for authorized service provider parts

Solid State drive

Description

Solid State drive (SSD)

128 GB, M2 SATA-3 TLC

256 GB, PCIe NVMe TLC

256 GB, PCIe NVMe Value

256 GB, SED OPAL2 TLC

512 GB, PCIe Gen 3 x 4 NVMe SS TLC

1 TB, PCIe NVMe TLC

2TB, PCIe NVMe TLC

Spare part number

L31873-001

L31875-001

L31881-001

L31876-001

L31878-001

L31879-001

L31874-001

L31877–001

Before removing the SSD, follow these steps:

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

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

Disconnect all external devices from the computer.

Remove the bottom cover (see

Remove the battery. (see Battery on page 27

Remove the SSD:

Remove the Mylar strip that covers the SSD .

Component replacement procedures 29

Remove the Phillips PM2.0×1.8 screw (1) that secures the drive to the system board.

Remove the drive (2) by pulling it away from the connector.

NOTE: SSDs are designed with notches to prevent incorrect insertion.

Reverse this procedure to reassemble and install the SSD.

30 Chapter 5 Removal and replacement procedures for authorized service provider parts

System board

NOTE: The system board spare part kit includes replacement thermal material.

All system boards use the following part numbers: xxxxxx-001: Windows 7 or non-Windows operating systems xxxxxx-601: Windows 8.1 or Windows 10 operating system

Description

Equipped with Intel Core i5-8250U processor 8 GB

Equipped with Intel Core i5-8250U processor 16GB

Equipped with Intel Core i5-8350U processor 8 GB

Equipped with Intel Core i7-8550U processor 16 GB

Equipped with Intel Core i7-8550U processor 8 GB

Equipped with Intel Core i7-8650U processor 8 GB

Spare part number

L31860-xxx

L31861-xxx

L31862-xxx

L31863-xxx

L31864-xxx

L31865–xxx

Before removing the system board, follow these steps:

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

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

Disconnect all external devices from the computer.

Remove the bottom cover (see

Remove the battery (see

Remove the SSD (see Solid State drive on page 29

Remove the system board:

Disconnect the following cables:

(1): Audio

(2): Power button

(3): Speaker

(4): Panel

(5): TouchPad

(6): Keyboard back light

(7): NFC module

(8): Keyboard

(9): Fingerprint reader

Component replacement procedures 31

Remove the SIM card insert (1), and then remove the 2 long screws (2).

Remove the HDMI module (3).

Remove the eight Phillips screws (4) that secure the system board to the computer.

Pull the system board up (5) and away from the computer (6), making sure the connectors on the side of the board are clear of the computer.

CAUTION: To avoid damaging or breaking the system board, use two hands when removing the board. Do not lift up on the narrow end of the board.

32 Chapter 5 Removal and replacement procedures for authorized service provider parts

Reverse this procedure to install the system board.

Component replacement procedures 33

Display assembly

This section describes removing components that require you to completely remove the display panel. Individual components are not spared for the display assembly.

Before removing the display assembly, follow these steps:

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

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

Disconnect all external devices from the computer.

Remove the bottom cover (see Bottom cover on page 26 ).

Remove the display assembly:

Open the computer completely and fold the display under the base enclosure.

Remove the six Phillips screws (1) that secure the left and right brackets, and open the display slightly.

Slide the display slightly toward the front (2) to disengage the display from the computer and remove the display (3).

Reverse this procedure to reinstall the display assembly.

34 Chapter 5 Removal and replacement procedures for authorized service provider parts

Audio jack board

Description

Audio jack board

Spare part number

L31858-001

IMPORTANT: Make special note of each screw and screw lock size and location during removal and replacement

Before removing the audio module, follow these steps:

Shut down the computer.

Disconnect all external devices connected to the computer.

Disconnect the power from the computer by first unplugging the power cord from the AC outlet and then unplugging the AC adapter from the computer.

Remove the battery (see

Remove the battery (see Battery on page 27 ).

Remove the Audio jack board:

Disconnect the audio jack board cable from the system board (1).

Remove the Phillips screw (2), and then remove the audio jack board (3).

Reverse this procedure to install the audio jack board.

Component replacement procedures 35

Power module

Description

Power module

Spare part number

L31857-001

IMPORTANT: Make special note of each screw and screw lock size and location during removal and replacement

Before removing the power module, follow these steps:

Shut down the computer.

Disconnect all external devices connected to the computer.

Disconnect the power from the computer by first unplugging the power cord from the AC outlet and then unplugging the AC adapter from the computer.

Remove the Power module:

Disconnect the Power module (1).

Remove the two Phillips screws (2), and then remove the Power module.

Reverse this procedure to install the power module.

36 Chapter 5 Removal and replacement procedures for authorized service provider parts

Speaker assembly

Description

Speaker assembly contains four speakers, with foam/rubber tape

Spare part number

L31854-001

Before removing the speaker assembly, follow these steps:

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

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

Disconnect all external devices from the computer.

Remove the bottom cover (see

Remove the battery (see

Remove the bottom cover (see Bottom cover on page 26 ).

Remove the speaker assembly:

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

Remove the six screws securing the speakers (2).

Remove the plastic tape holding the speaker cable (3), and then remove the wiring (4).

Remove the left and right speakers (5).

Reverse this procedure to install the speaker.

Component replacement procedures 37

Fingerprint reader board

Description

Fingerprint reader board (includes cable)

Spare part number

L31852-001

Before removing the fingerprint reader board, follow these steps:

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

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

Disconnect all external devices from the computer.

Remove the battery (see Battery on page 27 ).

Remove the fingerprint reader board:

Disconnect the fingerprint reader board from the system board (1).

Remove the Phillips screw (2) that secures the assembly to the computer.

Lift the bracket up at the screw end and remove the fingerprint bracket (3).

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

Reverse this procedure to install the fingerprint reader board.

38 Chapter 5 Removal and replacement procedures for authorized service provider parts

TouchPad

Description

TouchPad

TouchPad with NFC module (includes antenna and tape)

Spare part number

L31855-001

L31856-001

Before removing the TouchPad, follow these steps:

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

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

Disconnect all external devices from the computer.

Remove the bottom cover (see

Remove the battery (see

Remove the battery (see Battery on page 27 ).

Remove the TouchPad:

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

Remove the six Phillips screws (2) that secure the TouchPad to the computer, and then lift the TouchPad from the computer (3).

Reverse the removal procedures to install the TouchPad.

Component replacement procedures 39

NFC board

Description Spare part number

NFC board

NOTE: The NFC board spare part kit does not include the NFC board cable. The NFC board cable is included in the Cable Kit, spare part number.

L31856-001

IMPORTANT: Make special note of each screw and screw lock size and location during removal and replacement

Before removing the NFC board, follow these steps:

Shut down the computer.

Disconnect all external devices connected to the computer.

Disconnect the power from the computer by first unplugging the power cord from the AC outlet and then unplugging the AC adapter from the computer.

Disconnect all external devices from the computer.

Remove the bottom cover.

Remove the NFC board:

Release the ZIF connector (1) to which the NFC board cable is attached, and then disconnect the NFC board cable from the card reader board.

Release the grounding tape (2) that secures the NFC board cable to the NFC board.

Release the ZIF connector (3) to which the NFC board cable is attached, and then disconnect the NFC board cable from the NFC board.

40 Chapter 5 Removal and replacement procedures for authorized service provider parts

Detach the NFC board (4) from the keyboard/top cover. (The NFC board is attached to the keyboard/top cover with double-side adhesive.)

Remove the NFC board.

Reverse this procedure to install the NFC board.

Component replacement procedures 41

WWAN module

Description

WWAN module

HP It4132 LTE/HSPA+ 4G with GPS M.2 WWAN module

Spare part number

L29292–800

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

IMPORTANT: Make special note of each screw and screw lock size and location during removal and replacement

Before removing the WWAN module, follow these steps:

Shut down the computer.

Disconnect all external devices connected to the computer.

Disconnect the power from the computer by first unplugging the power cord from the AC outlet and then unplugging the AC adapter from the computer.

Remove the battery (see Battery on page 27 ), and then remove the following components:

Remove the WWAN module:

NOTE: In order to remove or replace the WWAN module, you may need to first remove the Mylar strip that may block access to the WWAN module.

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

42 Chapter 5 Removal and replacement procedures for authorized service provider parts

NOTE: The #5/red WWAN antenna cable connects to the WWAN module #5/Main terminal. The #6/blue

WWAN antenna cable connects to the WWAN module #6/Aux terminal.

Remove the Phillips PM2.0×2.4 screw (2) that secures the WWAN module to the system board. (The WWAN module tilts up.)

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

NOTE: 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.

Component replacement procedures 43

6 Troubleshooting guide

This chapter is primarily focused on troubleshooting HP Mobile Workstations and HP Notebooks. The information is provided so that you can solve problems yourself or at least narrow down what may be causing the problem. Based on some of the most common symptoms, this chapter helps to identify logical steps and available resources or tools for resolving an issue. HP recommends that you follow the instructions carefully, observe safety precautions, and note any observations or results. Capturing this information may help identify and resolve the problem faster.

WARNING!

To reduce the risk of electric shock or damage to the equipment:

● Do not disable the power cord grounding plug. The grounding plug is an important safety feature.

● Plug the power cord into a grounded (earthed) outlet that is easily accessible at all times.

● Disconnect power from the equipment by unplugging the power cord from the AC outlet.

● Before disassembling notebooks, always disconnect power and remove the battery.

CAUTION: Static electricity can damage the electronic components of the computer. To prevent damage to the computer, carefully observe the electrostatic discharge precautions.

● Discharge static electricity by briefly touching a grounded metal object before you begin.

● Work on a static-free mat.

● Wear a static strap to ensure that any accumulated electrostatic charge is discharged from your body to the ground.

● Create a common ground for the equipment you are working on by connecting the static-free mat, static strap, and peripheral units to that piece of equipment.

● Refer to the Electrostatic Discharge Section of the Maintenance & Service Guide for more information.

CAUTION: The computer includes customer self-repair parts and parts that should only be accessed by an authorized service provider. See the chapter titled "Removal and replacement procedures for Customer Self-

Repair parts," for details. Accessing parts described in the chapter titled "Removal and replacement procedures for authorized service provider only parts" can damage the computer or void the computer warranty.

44 Chapter 6 Troubleshooting guide

Resources

HP Resource Tool Description Link

HP Elite Support

HP Support Center

Provides live HP Premium support (available 24/7) to

Elite computers.

http://www8.hp.com/us/en/ads/eliteproducts/overview.html

Provides important support, such as warranty, support cases, drivers, Customer Advisories, Customer and

Security Bulletins, and Product Change Notices.

http://h20565.www2.hp.com/portal/site/ hpsc

HP Troubleshooting Support page Provides troubleshooting information for your specific

HP computer.

Subscribers Choice

HP Support Forums

Service Access Workbench (SAW)

(Available for technicians and

Business Partners only)

Allows you to sign up for HP product updates.

Provide discussions about HP products and issues.

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

http://www8.hp.com/us/en/ troubleshooting.html

http://www8.hp.com/us/en/subscribe/ http://h30434.www3.hp.com/psg/ http://sawpro.atlanta.hp.com/km/saw/ home.do

Vendors’ web sites Provide additional information for associated components such as Intel (processor, WLAN), Microsoft

(Windows 7/8/10), AMD/NVidia (GPU), and so on.

http://www.intel.com/content/www/us/en/ homepage.html

http://www.amd.com

http://www.nvidia.com

General troubleshooting steps

A basic logic should be used when troubleshooting computer issues. This section will help you become familiar with troubleshooting methodology and efficiently resolve problems. Proceed through the steps in the following table until the issue is resolved, and then move on to the next step that is relevant to the issue. For example, if you resolve a memory issue using the HP PC Diagnostics (UEFI) tool in step 6, you can then move on to step 10 to reseat the memory into its memory slot.

NOTE: General troubleshooting steps do not have to be followed in a specific order if an issue does not apply.

Table 6-1 Troubleshooting methodology and general troubleshooting steps

Identify issue

1. Understand the issue on page 46

2. Examine the environment on page 48

3. Perform a visual inspection of hardware on page 49

4. Update BIOS and drivers on page 49

Analyze issue

5. Remove or uninstall recently added hardware, software on page 49

6. HP Hardware Diagnostics and

Tools on page 50

7. Status lights, blinking light codes, troubleshooting lights, and

POST error messages on page 54

Resolve issue

9. Soft reset (Default Settings) on page 58

10. Reseat cables and connections on page 58

12. Test with verified working configuration

(hardware and/or operating system) on page 60

13. Replace the system board on page 60

Verify solution

Verify solution on page 61

Resources 45

Identify the issue

1. Understand the issue

It is important to understand the issue that occurred, including related symptoms. It helps to understand the basic computer boot-up sequence as well as the failure itself. The boot-up sequence and associated failures are described below.

Boot up sequence

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

It is important to understand where in the boot-up sequence the symptoms occur. The following table lists the phases of the boot-up sequence and explains the symptoms that may occur in each phase. For example, a blue screen error (BSOD) often occurs during the performance phase.

Table 6-2 Boot-up sequence

Item Procedure

Power-on

POST (UEFI/BIOS)

Performance

(operating system)

After power button is pressed, the computer boots after all internal power rails (i.e., 5V, 3.3V) are stable.

Confirm that power lights are on fan is spinning.

Next step: If the computer experiences a power-on issue, see “Verify Power Good (Troubleshooting) lights” in

Power on page 63

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

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

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

Common issues: lights blink, error message appears, hangs.

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

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

See Analyze the issue on page 49 table below for detailed troubleshooting information).

Failure classification

Failure classification is a breakdown of different types of failures and symptoms that could occur during the boot-up sequence. Table 3 and table 4 represent the failure classification for common notebook failures.

Table 3 categorizes failures by the boot-up sequence.

Power-on: Common issues are No Power, Recycle/Reboot, etc.

POST: Common issues are No Boot (have power), Light Flash or Diagnostics Error.

Performance: Common issues are Intermittent Loss of Power, Blue Screen, Hang, etc. In many cases, issues may be identified and associated with a particular hardware (i.e., display, storage).

Table 4 categorizes failures by hardware.

Display

I/O devices (Input/Output)

46 Chapter 6 Troubleshooting guide

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 powered should be listed in (4) Display. Or, in another example, a blue screen can be caused by a driver conflict in Performance (4), but it can also be caused by a defective hard drive under (6)

Storage. Therefore, failures that share similar symptoms are noted.

If possible, make a record of the failure symptom, the phase of the boot-up sequence where the failure occurs, and the most likely location in the failure tree (

Table 6-3 Failure classification by boot-up sequence on page 47

and

Table 6-4 Failure classification by hardware devices and mechanical on page 48 ). This will help isolate the

issue and indicate the next steps. For example, when the computer is running the operating system, it may experience an issue with (4) Display, (5) I/O devices (keyboard, wireless, and so on), (6) Storage, or (7) Mechanical components (stuck buttons, thermal shutdown, and so on).

NOTE: “Uncategorized” is used if an issue found is not listed. For example, Bluetooth is offered on certain hardware configurations; therefore, a Bluetooth issue can be classified under “I/O Device” if needed.

Failure classification by boot-up sequence

Table 6-3 Failure classification by boot-up sequence

1. Power-on 2. POST

No Power on page 63

Intermittent power-on, shutdown, reboot on page 65 a

AC adapter issue on page 66

Battery not recognized, not charging on page 66

Battery discharges too fast on page 68

Burnt smell on page 68

No video (with power) on page 69

Blinking lights on page 70

Diagnostics error messages on page 70

BIOS password on page 72

a,b,c similar symptoms

3. Performance

Intermittent shutdown on page 73

Blue screen (BSOD) error on page 98

Freeze at Windows Logo (hang/lockup) on page 76

Electromagnetic Interference (EMI) on page 77

No wake up on page 78

Unresponsive on page 79

Slow performance on page 79 c

HP Smart Adapter warning message on page 80

Incorrect time and date on page 80

General troubleshooting steps 47

Failure classification by hardware devices and mechanical

Table 6-4 Failure classification by hardware devices and mechanical

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

Display anomalies on page 81

Dead pixel on page 83

No video (internal) on page 83 d

No video (external) on page 84 d

DisplayPort/VGA on page 84

HDMI on page 84

No or bad external video via docking on page 85

Incorrect or missing color/ distorted image on page 85

Touch screen on page 86

b,c,d similar symptoms

Keyboard on page 87

Keyboard point stick on page 88

Keyboard backlight on page 88

TouchPad on page 89

Network Connectivity

Ethernet (RJ-45 jack) on page 89

Network connectivity wireless (WLAN) on page 90

WWAN on page 91

USB on page 92

Smart card reader on page 93

10. Speaker, headphone - audio issues on page 94

11. Thunderbolt (TB) on page 95

Hard drive/solid-state drive not recognized on page 97

No boot to operating system (no read/write error) on page 97

Read-write error on page 98

Slow performance on page 79 c

Blue screen (BSOD) error on page 98 b

Noisy hard drive on page 99

7. Mechanical

Fan error message - 90B on page 100

Noise (sound) on page 101

Fan runs constantly on page 102

HP Thermal Monitor on page 53

Stuck power button on page 103

2. Examine the environment

It is important to examine the computer’s environment. If you can quickly identify the cause of the issue, fewer resolution steps may be needed. Perform the following environment inspections:

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

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

● Check for compatibility issues between the computer and third-party devices, peripherals, noncertified devices, incompatible hardware (i.e., Mac OS device). Incompatibility can result in blue screen errors, improper operation, and so on.

● Isolate the computer from sources of electromagnetic interference (EMI), such as cell phones, 2-way radios, floor mats, fans (and other electronic motors). EMI may contribute to a display freeze issue or lockup.

48 Chapter 6 Troubleshooting guide

3. Perform a visual inspection of hardware

It is important to do a visual inspection of the hardware itself. Perform physical inspection of the computer:

● Look for abnormalities such as a cracked display, dented battery, broken latches for battery bay, keyboard key caps popped out, dust over connectors, liquid spill over keyboard, etc.

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

4. Update BIOS and drivers

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

Note that some customer company policies prohibit updates. Check your company policy before taking action.

The updates may include fixes for your computer issues, and they may also enhance system performance. HP continually improves the update process to make it easier. The BIOS update can be done locally through a manual process, through an automatic installation, or through a remote installation on multiple units.

Manually updating BIOS and drivers

● See the Computer Setup chapters to manually update BIOS and drivers.

● Refer to specific BIOS update installation instructions that accompany the download.

Remotely deploying BIOS and drivers

Instead of manually searching for and downloading each SoftPaq, users and IT personnel can use two tools to identify and download all appropriate SoftPaqs for the selected HP models.

● HP SoftPaq Download Manager (SDM) is a software tool designed to streamline the download, extraction, and installation process of SoftPaqs, including BIOS and drivers.

● HP System Software Manager (SSM) is a software tool designed to simplify the deployment of SoftPaqs to

HP computers.

Analyze the issue

5. Remove or uninstall recently added hardware, software

HP has designed this computer and validated it using a full-range hardware and software qualification matrix. If an issue appears to have started recently, it may be related to the recent addition of hardware or software. A good method to determine the root cause is to remove recently added components or uninstall applications one at a time and restart the computer when necessary.

IMPORTANT: After you have completed the process of uninstalling hardware or software and are ready to reinstall, when installing a new device be sure that it is seated properly and all cables are correctly connected.

After installing the device, restart the computer and make sure the new device is powered on. In addition, if the new device is a root cause of a problem, it could cause a conflict in drivers or incompatibility issues with other programs installed. For any new hardware you have added, be sure to install the latest drivers available from the device vendor website.

General troubleshooting steps 49

6. HP Hardware Diagnostics and Tools

HP offers different diagnostics and tools to diagnose hardware failure. This section describes how to use some of these tools. Make sure to check for the latest versions before use.

HP PC Hardware Diagnostics (UEFI)

HP PC Hardware Diagnostics is a Unified Extensible Firmware Interface (UEFI) that allows you to run diagnostic tests to determine whether the computer hardware is functioning properly. The HP PC Hardware Diagnostics

(UEFI) tool is built within BIOS (basic memory and hard drive diagnostics only), or within new hard drives themselves. These drives contain more advanced versions of the diagnostic tool than the BIOS-based version.

In addition, for HP authorized service partners and IT professionals who need to support a mixed environment of older and newer HP/Compaq PCs, the http://www8.hp.com/us/en/campaigns/hpsupportassistant/pcdiags.html?jumpid=va_r602_us/en/any/pps/pl_ot_ob_ds_pd/HP_PC_Hardware_Diagnostics_cc/dt is a diagnostic tool that supports a wide range of HP Desktop and Notebook computers.

The tool runs outside the operating system so that it can isolate hardware failures from issues that are caused by the operating system or other software components. In reality, many problems can be determined using this tool if the issue is a defective part or a loose connection (i.e., reseating keyboard cable after the tool reports a keyboard error).

The tool has three major functions:

● System Tests - Check the computer’s hardware to assure everything is functioning properly. If your system won’t boot into Windows, try the Quick System Test. For more comprehensive testing, use the Extensive

System Test option. If the System Test did not detect a hardware problem, continue with the Component

Tests.

● Component Tests – Focus on selected hardware components in your computer.

● Firmware Management – Update your computer’s BIOS to the latest version (available separately) or roll back to a previous version.

To start HP PC Hardware Diagnostics (UEFI):

Turn on or restart the computer, quickly press the esc button on the computer, and then press F2 . The BIOS searches three places for the diagnostic tools, in the following order: a.

Connected USB drive b.

Hard drive c.

BIOS

50 Chapter 6 Troubleshooting guide

When the diagnostic tool opens, use the keyboard arrow keys to select the type of diagnostic test you want to run, and then follow the on-screen instructions.

Screen shot appearance may vary.

NOTE: Users should utilize this tool, especially when the computer cannot boot to Windows.

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

For more information, see the chapter titled “Using HP PC Hardware Diagnostics (UEFI).”

General troubleshooting steps 51

HP Support Assistant (HPSA)

HP Support Assistant (HPSA) helps you maintain peak performance and resolve problems through automatic updates, built-in diagnostics, and a variety of assistance options. HPSA is preinstalled on every new HP PC with

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

NOTE: HPSA can be used only if the computer boots into Windows. If the computer does not boot into

Windows, use HP PC Hardware Diagnostics (UEFI) instead.

HPSA also integrates diagnostics and tools that help resolve issues. See example screen shots as follows.

52 Chapter 6 Troubleshooting guide

HP BIOS Configuration Utility (BCU)

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

In some cases, it may help to compare this BIOS text file to the default settings of the computer.

For more information, see the http://ftp.hp.com/pub/caps-softpaq/cmit/whitepapers/

BIOS_Configuration_Utility_User_Guide.pdf

NOTE: HP recommends that you reset BIOS before trying BCU. Resetting the BIOS is always available and relatively quick to try, whereas BCU takes extra time and effort.

HP Image Diagnostic Tool

Available to HP Authorized Support Partners (ASPs) and users from the ftp://ftp.hp.com/pub/idr/ImageDiags/ , this tool collects information about the current state of the computer, including product serial number, platform and BIOS information, and information about user-installed software and hardware components. HP encourages you to review the report before sending it to support. The report may assist you with diagnostics and solutions to problems you encounter.

HP Thermal Monitor

NOTE: Available only to authorized service providers/technicians.

Available only for HP internal use, HP Thermal Monitor can be used to stress the processor and GPU and monitor the temperature values of various components in the system. The components that are currently monitored include the processor, GPU, ACPI thermal zones, hard drive, and battery. The tool reads the temperatures of the components, logs the data, and helps to determine whether the computer would overheat in the event of thermal shutdown, fan spinning loud, etc.

Non HP diagnostics tools

Windows-to-Go USB

Windows-To-Go USB is a Microsoft-based tool for Enterprise editions of Windows that can help in troubleshooting. You can find a process online about how to create a live Windows USB drive. For more information, see https://technet.microsoft.com/en-us/library/hh831833.aspx

Intel Processor Diagnostic Tool

Determine what processor is in your computer and verify the processor operating frequency. The tool also tests specific processor features and performs a stress test on the processor. For more information, see http://www.intel.com/support/processors/sb/CS-031726.htm?iid=subhdr+tools_procdiagtool .

General troubleshooting steps 53

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

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

Status lights

See the chapter titled “External Component Identification” for light locations. The following table describes basic lights on the computer.

Component

Power button

Front power light

Front AC adapter and battery light

Front hard drive light

Rear AC adapter light

Description

When the computer is off, press the button to turn on the computer.

When the computer is on, press the button briefly to initiate Sleep (Windows) or Suspend

(Linux).

When the computer is in the Sleep state, press the button briefly to exit Sleep (Windows) or

Suspend (Linux).

When the computer is in Hibernation, press the button briefly to exit Hibernation.

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

If the computer has stopped responding and operating system shutdown procedures are ineffective, press and hold the power button.

On: The computer is on.

Blinking: The computer is in the Sleep state.

Off: The computer is off.

White: The computer is connected to external power and the battery is charged from 90 to 99 percent.

Amber: The computer is connected to external power and the battery is charged from 0 to 90 percent.

Blinking amber: A battery that is the only available power source has reached a low battery level. When the battery reaches a critical battery level, the battery light begins blinking rapidly.

By default, the critical battery level is defined in Power Options as 5%.

Off: The battery is fully charged.

Blinking white: The hard drive is being accessed.

Amber: HP 3D DriveGuard has temporarily parked the hard drive.

White: The computer is connected to external power.

Off: The computer is not connected to external power.

54 Chapter 6 Troubleshooting guide

Blinking light codes

During startup, the computer may not boot properly. If this occurs, blinking light codes that will help identify what is causing the issue. The computer uses the blinking lights below to identify a hardware component that

reports an error during startup. For more information, see Blinking lights and boot error codes on page 105

Table 6-5 Boot-error codes

Blink codes Error

Amber battery light: blinks 1 Hz continuously

Caps/num lock lights = 1 blink

Caps/num lock lights = 2 blinks

Caps/num lock lights = 3 blinks

Caps/num lock lights = 4 blinks

Caps/num lock lights = 5 blinks

Caps/num lock lights = 6 blinks

Caps/num lock lights = 7 blinks

Caps/num lock lights = 8 blinks

Embedded controller unable to load firmware

Processor not executing code

BIOS recovery code unable to find valid BIOS recovery image

Memory module error

Graphics controller error

System board error

Intel Trusted Execution Technology (TXT) Error

Sure Start unable to find valid BIOS Boot Block image

Sure Start has identified a problem (Manual Recovery Policy Set)

POST error messages

The Power-On Self-Test (POST) is a series of diagnostic tests that runs automatically when the computer is powered on. If the POST encounters a problem, visual error messages are displayed before the operating system starts. POST checks the following items to ensure that the computer system is functioning properly:

● Memory

● Processors

● BIOS

● Mass storage devices

● Fans

The following table describes errors encountered during HP PC Hardware Diagnostics (UEFI).

Table 6-6 System diagnostics failure codes and user actions

Test description Failure description Error code Suggested user actions

Startup Test

Boot Device Manager

BIOS Recovery

Memory module

Hard Disk 1 SMART

Boot device not found

BIOS Recovery Occurred

200

301

3F0

500

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.

General troubleshooting steps 55

Table 6-6 System diagnostics failure codes and user actions (continued)

Test description Failure description Error code Suggested user actions

BIOS Application

CMOS Recovery

Battery Check

Wireless Modules

Fan

BIOS Application Error

CMOS Recovery Occurred

Primary Battery Replace

501

502

601

Not installed or responding 701

Fan not operating correctly 90B

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 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.

Power Good (Troubleshooting) lights

HP has added troubleshooting power lights to ZBook G3 Mobile Workstations (Studio, ZBook 15, and ZBook 17) to help troubleshoot power-on issues. The lights indicate when the system board power rails are unstable and/or the system needs a hardware reset.

Example Description

These lights should be visible after removing the service door or bottom cover. Consult with support for platform-specific locations of the lights.

Troubleshooting LEDs diagram

● Example: System board is good. Lights that turn on briefly (< 1 second) and immediately turn off indicate normal function. In this case, system (3.3V), power good (3.3V), and system reset (3.3V) are all good and troubleshooting lights should not be lit. However, other external lights should be lit as normal afterward.

Troubleshooting lights

Off

External lights

Off

Action

Do not replace system board

Replace board

Note

No power-on issue

Power-on issue

56 Chapter 6 Troubleshooting guide

● Example: System board needs replacement. When (1) system 3.3V exists, but one power rail is bad then (2) power good is low (0V), and troubleshooting lights will turn on.

After you press the system power button, troubleshooting lights will turn on for 5 seconds and turn off. The system external lights will not light up. Follow general troubleshooting steps (i.e., remove recently added hardware, test with minimum configuration, etc.) prior to replacing the system board.

Resolve the issue

8. Hard reset

A 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 boot-up, blinking cursor on a black background, and errors relating to operating system not found or a missing drive.

● Display suddenly goes blank and stays blank.

● Software freezes.

● Keyboard stops responding.

● The computer does not exit Sleep or Suspend state.

● An external device stops responding. Turn off the power to that device in addition to performing the steps in this document.

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

Microsoft and HP.

Before beginning, turn the computer over and look for a battery compartment door (service door). For 2015 platforms, the battery is considered removable but not accessible. See the battery section for how to remove/ unplug the battery.

To perform a hard reset on a computer with a sealed or non removable battery, use the following steps:

Turn off the computer.

Remove the computer from any port replicator or docking station.

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

General troubleshooting steps 57

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.

Clear CMOS

CMOS refers to the battery-powered, semiconductor chip located on computer's system board. Notebooks store low-level settings like the system time and hardware settings in CMOS. Sometimes it is necessary to clear CMOS, which requires removing and reinserting the 3V RTC battery for a short period of time (a few minutes before reinserting), in addition to removing the AC adapter and battery.

NOTE: Clearing the CMOS should only be performed for troubleshooting purposes. There is no reason to clear

CMOS if the computer is working properly.

The notebook service door must be removed to access the CMOS battery. If the computer has a replaceable RTC battery, see the RTC battery replacement section for the battery removal/replacement.

9. Soft reset (Default Settings)

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

If your computer is having issues booting, has errors during boot, is running into issues after adding hardware, or you are having other abnormal system behaviors that cannot be resolved through any other methods (i.e., hard reset), it may be necessary to reset the system BIOS to default settings.

To load BIOS to default settings: Reboot the computer, and then press F10 > Main > Restore defaults. For more information, see the BIOS F10 Setup technical white paper at http://support.hp.com

, enter your computer model, and then go to Manuals > White papers > HP PC BIOS F10 Setup Guide.

10. Reseat cables and connections

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

Many problems are caused by improper connections or loose connections due to abnormal movement and

vibration. See Cable management on page 116

and Connector types on page 117 for suggested cable

management practices when removing and installing components.

You can access and reseat connections for Customer Self-Repair (CSR) parts (see the “Removal and replacement procedures for Customer Self-Repair parts” chapter for details). Examples of reseating hardware include:

● Reseating the battery into the battery bay can resolve no-battery found and no-charging issues.

● Reseating memory modules can resolve memory error, no-boot, and blue screen issues.

● Reseating the hard drive can resolve a POST error 3F0 (no boot device) issue (see

POST Error Messages and

User Actions on page 107

58 Chapter 6 Troubleshooting guide

● Reseating the keyboard cable can resolve an unrecognized keys error.

● Reseating the wireless module and antenna cable can resolve a wireless connection issue.

For field replaceable units (FRUs), authorized service providers can try the following steps (for more information, see the ”Removal and replacement procedures for authorized service provider parts” chapter).

●

Reseating the fan cable can fix POST error 90B (no fan detected) issue (see POST Error Messages and User

Actions on page 107 ).

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

● Reseating the daughterboards (some models may have a power button board, VGA board, etc.) can resolve their functional issues.

● Reseating graphics cables and panel connectors can fix distorted/flickering video.

● Replacing thermal pads may resolve thermal power-down issue.

11. Test with minimum configuration

The factory-shipped computer (hardware configuration and preinstalled operating system image) is well tested and ready for use. Therefore, using the original factory hardware configuration and/or booting to operating system safe mode often resolves issues quickly.

● Disconnect any external USB storage, remove any discs in optical drives, remove the computer from a docking station, remove external video, etc.

● In addition to removing recently added components, the issue can be narrowed down further with a minimum configuration. For example, if HP PC Diagnostics reports a memory error, test one memory module at a time to isolate the defective module.

● If the computer does not successfully boot the operating system, booting to safe mode may help identify what may be causing the issue as described below.

Essential hardware configuration

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

If none of the steps above resolve the issue, start the computer with essential hardware only. The purpose is to remove as much as hardware as possible while still maintaining the computer’s ability to turn on.

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

The essential hardware consists of the following:

● System board

● AC adapter (unplug nonremovable battery or remove battery)

● Processor (and heat sink/fan). (Processor may be integrated into the system board.)

● Memory (one verified working memory DIMM)

● Graphics card (if no VGA port is available on the system board). Platform may have both Intel integrated graphics and discrete graphics. Therefore, discrete graphics card may not be needed.

● External VGA monitor

General troubleshooting steps 59

● External USB keyboard

● External mouse

NOTE: After the service door is removed, disconnect all connections (internal keyboard, display, discrete GPU, hard drive/solid-state drive, daughterboards, etc.) to achieve the essential hardware configuration above. DO

NOT disassemble the system board from its enclosure at this time.

Reverse the procedure above by reinstalling each piece of hardware removed, one piece at a time, and testing your computer after each installation. Since your computer works with only the essential hardware installed, those parts must be working properly. This means that one of the hardware components removed is causing the computer to not work properly. By installing each device back into the computer and testing each time, the failing hardware will eventually be identified.

Safe mode

A driver conflict often results in a blue screen error message. Therefore, booting in safe mode can resolve many issues in Windows because safe mode forces the computer to load a limited version of Windows which only contains essential files. Safe mode is useful for troubleshooting problems with programs and drivers that might not start correctly or that might prevent Windows from starting correctly.

If a problem does not reappear when you start in safe mode, eliminate the default settings and basic device drivers as possible causes. Refer to the links below for how to start your computer in safe mode:

● http://support.hp.com/us-en/document/c01835750

● http://support.hp.com/us-en/document/c03439317

12. Test with verified working configuration (hardware and/or operating system)

One troubleshooting technique that can quickly isolate an issue is using a verified working part while testing. A good example is to use an external keyboard, mouse, or VGA monitor when you have issues with an internal keyboard, TouchPad, or display. Testing with a verified working AC adapter can identify an error caused by a faulty one. Similarly, testing with a verified working operating system can determine bad behaviors of the

current operating system. See Non HP diagnostics tools on page 53

for instructions about obtaining and using a

Windows-To-Go USB.

NOTE: In some situations, more than one item may contribute to a problem.

13. Replace the system board

The system board may be replaced only by authorized service providers. This should not be considered an initial step taken to resolve an issue. Review and perform all steps discussed previously before replacing the system

board. 4. Update BIOS and drivers on page 49 ,

7. Status lights, blinking light codes, troubleshooting lights, and

POST error messages on page 54 ,

9. Soft reset (Default Settings) on page 58 ,

, and

and/or

10. Reseat cables and connections on page 58 can resolve many system board issues without requiring

the effort of replacing unnecessary hardware.

Review

Table 6-1 Troubleshooting methodology and general troubleshooting steps on page 45 for appropriate

troubleshooting steps.

IMPORTANT: System board failure is not common. Do not replace the system board until you have tried all other troubleshooting options.

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

TIP: Without an RTC battery (3V coin-cell battery), the computer automatically reboots. This is a useful feature when the power connector cable (between external AC adapter and system board) is defective.

60 Chapter 6 Troubleshooting guide

NOTE: Most of the time, effective troubleshooting can prevent a system board replacement.

Items that may prevent resolution of the issue:

● The information provided about the issue omits key details, including any actions taken before the issue occurred.

● BIOS, software, and drivers have not been updated.

● Cables or connections are loose.

● Technician is unaware of information available from the HP Support website (i.e., CA - Customer Advisory).

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

● Technician may have omitted steps in the provided repair instructions (e.g., Spare Part Replacement

Instructions).

● Skipping one of steps from Troubleshooting Methodology table results in No Defect Found (NDF)/No Fault

Found (NFF)/No Issue Detected (NID) messages.

Verify solution

● Verify that the implemented solution works. Reboot the system or device and try to complete the task that produced the issue.

● If a part has been replaced, verify other basic functions. For example, GPU replacement requires keyboard removal. Therefore, it is good practice to verify all basic components to be sure that the solution is complete.

● Explain to the customer why the issue occurred and what was done to resolve it. If the solution you used was in an HP Public document, provide the document information to the customer, letting them know it can be located on www.hp.com

. Also, tell them that there are other solutions available on the website.

Advise the customer to check the website first when they have an issue. It may save them time calling in.

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

Helpful Hints

After you become familiar with the general troubleshooting steps above (

General troubleshooting steps on page 45 ), follow the helpful hints below before running diagnostics and troubleshooting.

At startup

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 a dock is used.

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.

Helpful Hints 61

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

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 four 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. If it does not turn on, press the power button to start the computer.

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

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

After installing a non-Plug and Play expansion board or other option, reconfigure the computer. For example, if you upgrade to a solid-state drive, you may need to reconfigure the boot order.

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 and/or num lock key. If the caps lock and/or num lock light toggles on or off, the keyboard is likely operating correctly.

12.

Press the TouchPad On/Off button light. If the light toggles on or off, the TouchPad is likely operating correctly.

Consulting with HP Service

If further HP support is required, a lot of the following information may be requested when you call, so it may be helpful to take notes.

● Technical support registration number (if applicable)

● Product serial number

● Product model name and number

● Product identification number

62 Chapter 6 Troubleshooting guide

● Applicable error messages

● Add-on boards or hardware

● Third-party hardware or software

● Operating system type and revision level

Common issues and possible solutions

This section contains common issues, symptoms, and a series of tables that describe possible solutions to issues from

Failure classification on page 46

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

Power-on issues

No Power

When a unit experiences no power there are several contributing factors to consider. Be sure to consider all symptoms related to this behavior in troubleshooting.

Items

Symptoms

● Computer does not start

● Display is black or blank

● No fan noise

● No hard drive spinning

● Lights do not glow

Procedures

Possible causes

Failed power input to the computer (external power source, AC adapter, faulty battery).

Bad connection to the computer (bad power button, power connector).

Defective parts (memory, hard drive, graphics) or failed system board.

Troubleshooting steps

Perform quick check

Remove all external devices, including docking station.

Verify external power source (

2. Examine the environment on page 48 ).

Perform a hard reset ( 8. Hard reset on page 57 ).

Verify AC adapter

It is preferable to verify the battery before verifying the AC adapter. However, you can verify the AC adapter first, before opening the service door for a battery check.

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

● Verify AC adapter and power cord are good (no physical damage, bent middle ID pin).

● Verify AC adapter works on a verified working computer.

● Plug in AC adapter and power on computer without battery.

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

●

Check power light ( 7. Status lights, blinking light codes, troubleshooting lights, and

POST error messages on page 54

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

Common issues and possible solutions 63

Items Procedures

NOTE: Refer to battery replacement section for removing/replacing the battery

The sections below are intended for authorized service providers/technicians.

Verify AC adapter – voltage

Measure DC voltage output that should be around 19.5 VDC and acceptable voltage range is from 18.5 – 20.5 VDC.

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

NOTE: This action requires a digital voltmeter.

NOTE: 2015 mWS does not have the power cable between system board and power connector on chassis

Verify battery condition/status

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

Hardware Diagnostics (UEFI) or HPSA tools.

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

Check battery status light (

7. Status lights, blinking light codes, troubleshooting lights, and POST error messages on page 54 ). 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 is OK.

If there is still no boot, remove battery and boot on AC power only.

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/pins to power up the computer. Contact HP Engineering for this information.

Verify blinking lights (

7. Status lights, blinking light codes, troubleshooting lights, and

POST error messages on page 54 )

At this point, there should be sufficient power from the AC adapter to the system board.

Expect to hear the fan spinning and see blinking lights or error messages (i.e., faulty memory, HDD, etc)

Verify Power Good (Troubleshooting) lights

Verify if the system board has power-on issue related. If there is no power-on

issue, move to next steps. For more information, see Power Good

(Troubleshooting) lights on page 56

Verify all connections and reseat parts (

10. Reseat cables and connections on page 58 ).

Verify system board

Test essential hardware configuration ( 11. Test with minimum configuration on page 59 ,

12. Test with verified working configuration (hardware and/or operating system) on page 60 , 13. Replace the system board on page 60 ) by

removing nonessential parts.

64 Chapter 6 Troubleshooting guide

Items

Tips and tricks

Procedures

If there is still no boot, replace system board.

Computer automatically boots without pressing power button when RTC 3V battery has been removed. Therefore, after the service door and RTC 3V battery are removed, no need to press power button from top side.

In essential hardware configuration, mWS G1 and G2 may require discrete GPU to boot.

However, mWS G3 can boot with integrated graphics.

Intermittent power-on, shutdown, reboot

Items Procedures

Symptoms

● Does not always turn on

● Intermittently hangs

● Intermittently shuts down

● Spontaneously reboots

Possible causes

Electrical short, fluctuating power source, unstable power rails, loose connections, bent pins, stray wires, dust, obvious damage, nearly faulty parts (bulging/leaking capacitor).

Potentially will turn into a no power issue soon ( No Power on page 63 ).

Troubleshooting steps

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

Inspect power sources: a.

Verify AC adapter working correctly. Use a confirmed working adapter to test.

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

The sections below are intended for authorized service providers/technicians.

Follow actions in No Power on page 63 .

Be sure that AC adapter has correct DC voltage.

Verify battery - test with a confirmed working battery.

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, etc).

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

(bulging/leaking capacitor).

Test essential hardware configuration (

Verify external power source ( 2. Examine the environment on page 48

) 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.

Common issues and possible solutions 65

AC adapter issue

Symptoms

● No sign of power

● No boot

● No rear power light

● No front power light

● Battery does not charge when AC adapter is connected

Tips and tricks

Solution

Possible causes

AC adapter and others (i.e., external power source)

Troubleshooting steps

Quick check

Remove all external devices, including docking station.

Perform a hard reset for the computer ( 8. Hard reset on page 57

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 80

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.

Check power light (

7. Status lights, blinking light codes, troubleshooting lights, and

POST error messages on page 54 ). 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 purpose. If this pin is broken, the rear power light will be on but the power button and front power lights will blink continuously and the computer will not turn on. Third party AC adapter will not work on the computer.

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

Battery not recognized, not charging

Items

Symptoms

● No battery status light

● Blinking amber (critically low battery level)

● No boot without AC adapter

Procedures

Possible causes

Defective AC adapter and/or battery.

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

AC adapter.

Troubleshooting steps

66 Chapter 6 Troubleshooting guide

Items

Tips and tricks

Procedures

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 57 )

Soft reset (

9. Soft reset (Default Settings) on page 58 )

Verify AC adapter

Determine whether the computer needs the AC adapter to boot and operate. Sometimes, intermittently bad AC adapter and loose connection between adapter and computer results in inability to charge battery 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.

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

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

Use HP Hardware Diagnostics (UEFI) (

6. HP Hardware Diagnostics and Tools on page 50 )

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

Use HP Support Assistant tools in Windows ( HP Support Assistant (HPSA) on page 52

)

Verify that battery is recognized and charging.

Verify battery condition if battery cycle life is over specs (i.e., long life of 1000-cycle life and 3-year warranty). Battery may have premature capacity loss within its cycle life or warranty.

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 reference http://support.hp.com/us-en/document/c01297640?

jumpid=hpr_r1002_usen_link3 .

Common issues and possible solutions 67

Battery discharges too fast

Items

Symptoms

Battery has good status light but discharges too fast

Tips and tricks

Procedures

Possible causes

AC adapter and/or battery.

Troubleshooting steps

Verify AC adapter

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

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

Inspect AC adapter to verify that it is working.

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

Verify battery: Battery capacity can degrade over time, so check the warranty coverage.

Run a battery test to confirm if issue is hardware-related.

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 processing is running.

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).

Verify battery life cycle using HP Support Assistant tool.

If battery cycle life is over specs (long life battery of 1000-cycle life and 3-year warranty), battery may have capacity loss beyond its lifecycle or warranty.

Compare discharge time with a verified working battery (remove AC adapter) using

Hardware Diagnostics (UEFI) > Hard Drive Tests > Extensive Test > Loop until error.

To conserve battery power, turn off Wireless On-Off button and other peripherals/USB devices, applications, processes (in Task Manager) when not in use; also, reduce screen brightness.

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

jumpid=hpr_r1002_usen_link3 .

Burnt smell

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.

68 Chapter 6 Troubleshooting guide

Items Procedures

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

The sections below are intended for authorized service providers/technicians.

Further inspection on components

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

No video (with power)

Items

Symptoms

● No video (black/blank image) but have power

● Light activity

● No error messages

● Fan noise

● Hard drive light blinking and hard drive noise

Procedures

Possible causes

Failed display

Failed critical components (memory, hard drive, system board)

Loose connection

Recently added hardware

NOTE: Assume the computer has not previously been set up for multiple displays.

Troubleshooting steps

Quick check

Verify that system light activity is OK.

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

Perform hardware reset ( 8. Hard reset on page 57 ) and verify that HP Logo is presented

correctly on display screen when pressing F10 .

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

HP service.

If external video is OK, update BIOS, software, and drivers (

4. Update BIOS and drivers on page 49 ) and perform soft reset (

9. Soft reset (Default Settings) on page 58

) if needed.

Go to next step to verify display.

Verify display

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

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

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

The sections below are intended for authorized service providers/technicians.

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

Common issues and possible solutions 69

Items

Tips and tricks

Diagnostics error messages

Items

Symptoms

● Computer has power

● POST error message displays

(Windows logo has not yet appeared)

Procedures

Reseat display cable connection on system board.

Reseat display cable connection on display panel side.

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

Test with minimum configuration (

11. Test with minimum configuration on page 59 ) 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 81 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.

11.

If issue persists, replace system board due to defective video function.

Swipe a metal piece (screwdriver) over wireless/mute buttons to act as if closing lid to force video output to external display device. See the “External component identification – Display” section for location of the magnetic sensor.

Blinking lights

Items Procedures

Symptoms

Lights blink on keyboard caps lock / num lock keys

Possible causes

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

Troubleshooting steps

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 54 ) for corrective actions.

If internal hardware components (memory, hard drive, etc.) have been recently added, a

component may not be connected properly. Remove and reseat new components ( 10.

Reseat cables and connections on page 58 ) one at a time.

Note Since the display may not be functional, lights are used to indicate an error.

Procedures

Possible causes

Diagnostic error messages indicate a problem. There may be a problem with the instruction being sent from the BIOS to a hardware component (e.g., keyboard failures), or incompatible hardware. Can usually be resolved by installing updated firmware for the component.

Troubleshooting steps

70 Chapter 6 Troubleshooting guide

Items

Note

Procedures

See

7. Status lights, blinking light codes, troubleshooting lights, and POST error messages on page 54 for corrective actions. An example of a POST error message is

shown below.

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

Soft reset (Default Settings) on page 58 )

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

Reseat suspected components and verify connection.

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

An Error Message means the system has finished BIOS hardware validation and is ready to launch the Startup Menu. To access the Startup Menu for further options, press the Esc key while restarting the computer.

Common issues and possible solutions 71

BIOS password

Items

Symptoms

Some sections are unavailable (grayed out)

Reference

Procedures

Possible causes

BIOS administration password is required.

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 user password, contact your IT personnel.

If you lost or forgot administrator password, contact HP service to reset the password.

This process requires a unique UUID.

HP F10 Setup Overview http://h10032.www1.hp.com/ctg/Manual/c04460979 http://h10032.www1.hp.com/ctg/Manual/c04685655

2015 Business PC models – see the BIOS F10 Setup technical white paper at http://support.hp.com

, enter your computer model, and then go to Manuals > White papers >

HP PC BIOS F10 Setup Guide.

Performance (OS)

NOTE: Most software problems occur as a result of the following:

● The application was not installed or configured correctly.

● There is insufficient memory available to run the application.

● There is a conflict between applications.

Make sure that all the needed device drivers are installed.

If an operating system other than the factory operating system is installed, check whether the operating system is supported and the application is certified for the version of the operating system.

HP ships and supports Windows 7 with BIOS Legacy boot mode and Windows 8, 10 with BIOS UEFI boot mode.

Therefore, HP recommends that you switch BIOS boot mode from Legacy to UEFI Native for clean Windows 8, 10 installations, or to UEFI Hybrid (if available) for upgrading the option from Windows 7 to Windows 8, 10. UEFI

Windows 8, 10 avoids many unexpected behaviors (i.e., blue screen error, graphics/video issues) in the BIOS

Legacy setting.

72 Chapter 6 Troubleshooting guide

Intermittent shutdown

Items Procedures

Symptoms

● Shutdown during startup

● Shutdown during operation

Possible causes

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

Power-related issue: defective or insufficient power sources, poor connection.

OS Custom Setting: Energy Saver (Power Management).

Thermal-related issue: thermal sensors reach limits.

Hardware related issue: voltage, out-of-range current; electrical short.

Troubleshooting steps

Update BIOS and drivers. ( 4. Update BIOS and drivers on page 49

)

Perform hard reset ( 8. Hard reset on page 57

)

Perform soft reset ( 9. Soft reset (Default Settings) on page 58

)

Power related issue

Verify functionality of AC adapter alone. If no functionality, test with a verified working adapter.

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

Hardware Diagnostics (UEFI) tool.

Verify connection of power button, power cable.

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 sections below are intended for authorized service providers/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 50 )

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 50

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

Hardware related issue

Check for any signs of loose connections, bent pins, stray wires, dust, nearly faulty parts

(bulging/leaking capacitor).

Common issues and possible solutions 73

Items

Tips and tricks

Procedures

Verify that lights are solid.

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

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

If issue persists, replace essential hardware with a confirmed working part, one at a time. If no boot, replace system board.

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

Blue screen

Items Procedures

Symptoms

● Have power, light activity, fan spinning

● HP Logo displays briefly

● Fails to boot into Windows operating system, displays blue screen, and then crashes, restarts, or stops responding

Possible causes

Recent changes: conflict of instructions from multiple programs or just added hardware.

Incompatible hardware and driver.

Poor connection (hard drive, memory).

Hardware malfunctioning due to overheating (GPU, processor).

Defective hardware (memory, hard drive).

Important Notes & Resources Troubleshooting steps

There are many different ways to troubleshoot a blue screen error. Therefore, you need to identify working configuration (Windows 7/8/10) and specific symptoms of

the failure in order to narrow down the issue. Refer to Blue screen (BSOD) error on page 98

Recommended resources

Microsoft knowledge base: http://windows.microsoft.com/en-us/windows-8/resolve-windows-blue-screenerrors

For more information search for HP Troubleshooting Error Messages on a blue screen at http://www.hp.com

Overview of General Troubleshooting Steps for a blue screen error

Note the blue screen error message and what activity was performed at the time.

Perform a hard reset (

9. Soft reset (Default Settings) on page 58 ) to prevent booting to another device.

) after disconnecting all external peripherals.

Reset BIOS to default (

Run HP Hardware Diagnostics ( 6. HP Hardware Diagnostics and Tools on page 50 ) to isolate major faulty

hardware issues.

74 Chapter 6 Troubleshooting guide

● HP PC Hardware Diagnostics (UEFI) tool to test hard drive, memory and system.

● Thermal Monitor (available only to authorized service providers/technicians) tool to monitor

temperature limits of processor and GPU. See “HP Thermal Monitor” in 6. HP Hardware Diagnostics and Tools on page 50 .

Remove or undo recently added hardware (

5. Remove or uninstall recently added hardware, software on page 49 ). For example, incompatible memory or new solid-state drive storage.

Reseat cables and connections (

10. Reseat cables and connections on page 58

). Pay attention to proper installation of memory and hard drive.

Verify that a minimum of at least 100 MB of free space is available on your Windows partition.

If you can start Windows: a.

Update BIOS and drivers ( 4. Update BIOS and drivers on page 49 ) to support updates for

incompatibilities.

Get all the latest updates, using Windows Update.

Undo recent changes:

– Startup using Last Known Good Configuration.

– Use System Restore.

– Roll back device driver in Device Manager.

Check for specific Error Message. See Common Blue Screen Error Messages on page 109

Boot to safe mode ( 11. Test with minimum configuration on page 59 ) to troubleshoot issues.

If you cannot start Windows: a.

Boot to safe mode. (

Check for specific STOP error by analyzing Crash Dump (retrieved via a bootable USB). See Use

) b.

Use Startup Repair to fix Windows startup files.

Undo recent changes using System Restore to revert to a previous “working” state.

Windows Debugging Tool on page 110

Restore computer using System Recovery or image backup to factory settings.

10.

Lastly, test with essential hardware configuration (

Disconnect all external peripherals, and perform a hard reset ( 8. Hard reset on page 57 ).

) along with a verified working operating system (i.e., USB Windows-To-Go), if available, to isolate the software issue.

Tips & tricks

In some cases, the computer may reboot automatically before you have time to read the blue screen.

To identify the error message itself, disable the automatic restart using one of the following methods:

Right-click on My Computer, and then select Properties > Advanced. Under Startup and Recovery, select Settings.

Clear the Automatically Restart check box.

Common issues and possible solutions 75

Windows Advanced Boot Option

Windows 7:

Press F8 to open the Windows Advanced Boot Option screen.

Select Disable automatic restart on system failure to view error messages.

Windows 8:

Press F11 (System Recovery) to open the Windows Advanced Boot Option screen.

Select Startup Settings to view error messages.

Freeze at Windows Logo (hang/lockup)

Items

Symptoms

● Has power, light activity, fan spinning

● HP Logo displays briefly

● Attempt to boot to operating system and freeze/hang at Windows logo

● No response to pressing num lock or caps lock key

Procedures

Possible causes

Conflict of instructions from multiple programs or drivers; installing a new hardware or program that is not compatible (may also cause a blue screen error—see blue screen issue).

76 Chapter 6 Troubleshooting guide

Items Procedures

Tips and tricks

Troubleshooting steps

Follow suggested steps below one at a time to verify normal boot process:

Perform soft reset ( 9. Soft reset (Default Settings) on page 58 ).

Update BIOS and drivers ( 4. Update BIOS and drivers on page 49 ).

Roll back to previous version may be necessary.

Go to safe mode to install drivers.

Run Hardware Diagnostics (

6. HP Hardware Diagnostics and Tools on page 50 ) to

isolate hardware issue.

Undo recent changes in Windows ( 5. Remove or uninstall recently added hardware, software on page 49

Reseat cables and connections (

10. Reseat cables and connections on page 58

Start Windows in safe mode (

Test with essential hardware configuration ( 11. Test with minimum configuration on page 59 ) along with a verified working operating system (i.e.,

Use Startup Repair Windows to fix Windows damaged files.

USB Windows-To-Go ) if available to isolate the software issue.

For more information, see http://support.hp.com/us-en/document/c03671001 .

Electromagnetic Interference (EMI)

Items

Symptoms

System locks up, freezes in certain physical area or location

Procedures

Possible causes

Electromagnetic interference (EMI).

Troubleshooting steps

See (

2. Examine the environment on page 48 ). 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.

Common issues and possible solutions 77

No wake up

Items

Symptoms

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

● Blank screen

● Some light activity

Procedures

Possible causes

Power-saving mode; multiple-display setting.

Troubleshooting steps

Verify that front power light (

7. Status lights, blinking light codes, troubleshooting lights, and POST error messages on page 54 ) is blinking (indicating Sleep state). Press power

button to exit Sleep.

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

4. Update

BIOS and drivers on page 49

)

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

Tips and tricks

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 display on an external display device in the docking configuration.

78 Chapter 6 Troubleshooting guide

Unresponsive

Items

Symptom

Unresponsive

Procedures

Possible causes

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

Items

Symptom

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

Tips and tricks

Procedures

Possible causes

Processor is hot or hard drive is full.

Troubleshooting steps

Processor is hot

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 will work more efficiently.

Also see Slow performance on page 98 .

See Routine Maintenance for Performance Improvement on page 109

See http://windows.microsoft.com/en-us/windows-8/free-up-disk-space .

See http://windows.microsoft.com/en-us/windows/optimize-windows-betterperformance#optimize-windows-better-performance=windows-vista .

Common issues and possible solutions 79

HP Smart Adapter warning message

Items

Symptom

Warning message displayed in

Window

Procedures

Possible causes

Less powerful AC adapter, BIOS out of date.

Note

Incorrect time and date

Item

Symptom

Incorrect date and time

Troubleshooting steps

Update BIOS that may contain a table that assigns an appropriate adapter for a certain configuration.

Update the latest HP Hotkey Support software from Drivers website.

Verify sufficient power source (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 sub-system, a video balance mode may occur to further balance the power needs of the system.

System processor functions always have priority over battery charging, so charging delays will occur first.

Procedure

Possible cause

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

Troubleshooting steps

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

Replace the RTC battery.

Verify that date and time are correct.

80 Chapter 6 Troubleshooting guide

Display

Display anomalies

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

HP highly recommends that users and technicians observe specific symptom vs. generic symptoms and utilize the HP PC Hardware Diagnostics (UEFI) tool before any replacement.

Symptom

Common display issues with symptoms:

● Blank/black video

● Incorrect/missing color/distorted image

● Flickering image

● Vertical lines (due to LDVS, decreased signal integrity, and data loss)

● Dead pixel (due to display liquid, internal transistor, etc.)

● Horizontal lines (due to video memory)

● Distorted when hot (due to thermal issue)

● Cracked screen/image (physical damage)

● Light leakage/bleeding

Contact support for assistance.

● Humming noise (due to frequency settings)

Contact support for assistance.

Display anomalies

Cracked screen Cracked image Blurred image

Dead pixel

Vertical lines

Horizontal lines

Common issues and possible solutions 81

Quick check

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

● Reset and update BIOS and docking firmware.

● Update operating system (OS), graphics/video drivers (Intel/AMD/NVidia, etc).

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

● Configure Windows settings (Power options, Screen brightness, Personalization, Screen resolution, etc.).

● Test with a verified working external display.

● Boot to Windows in safe mode.

● Test with a verified working operating system (i.e., shipping image).

HP PC Hardware Diagnostics (UEFI) for video test

Use this tool to quickly determine if the display issue is related to a real hardware issue.

To start HP PC Hardware Diagnostics (UEFI) ( 6. HP Hardware Diagnostics and Tools on page 50 ), when the

computer is at boot, press the F2 key, select Component Tests, and then select Video.

There are three options:

● Video Memory Check: to test video memory

● Palette Check: to test the three video color components (red, green, blue)

● Dead Pixel Check: to check dead pixels in eight different colors (Dead Pixel Check is available with the “HP

PC Diagnostics 3-in-1 USB Key” tool)

Review the video troubleshooting in the Display section below for specific issues and possible solutions. For additional information about display problems, refer to documentation provided by the product manufacturer.

82 Chapter 6 Troubleshooting guide

Display assembly diagram

The display assembly diagram shows basic video components: system board, graphics cards, display cables, display connectors, operating system (OS), graphics driver, and LCD display panel. Any component or a combination of these components can contribute to a video issue.

NOTE: The lid close switch is a Hall-effect sensor located in the top cover. When the display is closed, the sensor acts like a switch is closed. A notebook can force a video output to an external monitor, or go to hibernation or standby mode through power management. If the display screen does not light up when the display is open, the lid close switch (Hall-effect sensor) could be faulty.

Dead pixel

Display panel may show one or more pixels that are not properly lit when displaying a single color over the screen area. Use HP PC Hardware Diagnostics (UEFI) tool to determine those defective pixels. There is no solution for dead pixels. Refer to

Display Issue: Pixel Anomalies on page 115 for the HP dead pixel policy.

No video (internal)

Items Procedures

Symptoms

No internal video with certain programs

(i.e., video-intensive 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 69

for display information.

Common issues and possible solutions 83

No video (external)

Items

Symptom

No image on external monitor

Procedures

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 get out 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

See

No video (external) on page 84 .

HDMI

Items

Symptoms

● Display issue

● Sound issue

Procedures

Possible causes

Cable, connection, settings.

References

Troubleshooting steps

Quick Check

Verify HDMI device input source is set correctly (i.e., HDMI1).

Be sure you are using the correct HDMI cable.

Check connection and reconnect the HDMI cable.

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

Perform hard reset (

4. Update BIOS and drivers on page 49 ).

Update BIOS and drivers (

4. Update BIOS and drivers on page 49

) when sound is heard but no video on HDTV.

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

84 Chapter 6 Troubleshooting guide

No or bad external video via docking

Items Procedures

Symptoms Possible causes

No or bad image on external monitor via ports of docking station (VGA, DP, TB, display port, etc.)

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

Troubleshooting steps

Be sure that external monitor is powered 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 ZBook 65/150/200 W

Thunderbolt 3 Dock User Guide.” Go to http://support.hp.com/ , enter your model number, and then click Manuals > Technical white papers.

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 (VGA, DP, HDMI, etc.).

Verify that dock connectors of the notebook and the dock are clean, without dust, debris

(e.g., using air duster).

Ideally, use a verified working operating system/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. Be sure to follow the installation instructions carefully. You may want to try a DP-to-VGA adapter if you have a distorted screen image. Connect the adapter to each DisplayPort of the dock. If you still cannot update the dock, attempt to update it on a confirmed working notebook before having the dock replaced.

Note See the technical white paper titled “Multiple displays on HP ZBook Mobile Workstations” from

HP platform support website. Go to http://support.hp.com/ , enter your model number, and then click Manuals > Technical white papers.

Incorrect or missing color/distorted image

Items

Symptoms

System works normally but the display shows:

● Missing or strange color

● Image distortion

Procedures

Possible causes

Loose connection, display cable, display, graphics card.

Troubleshooting steps

Verify with external monitor (i.e., VGA)

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 display cable and cable connection–Display disassembly is required.

Be sure that external display cables are not pinched or damaged.

Common issues and possible solutions 85

Items Procedures

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

● If moving cables affects the image, it is display cable. Test with a confirmed working cable.

● If moving cables does not affect the image, is display issue. Test with a confirmed working display

Touch screen

Items

Symptoms

Unresponsive

Inaccurate

Configure the touch display in Control Panel >

Tablet PC Settings

References

Procedures

Possible causes

Dirt and smudge, driver, touch display configuration, power management.

Troubleshooting steps

Quick check

Turn off the computer, spray glass cleaner onto a soft, damp cloth, and gently wipe the screen to remove dirt and smudge.

NOTE: Do not spray cleaner directly onto the screen.

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.

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 above actions resolves the issue.

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

86 Chapter 6 Troubleshooting guide

I/O devices

NOTE:

● Make sure external devices are supported and compliant (i.e., USB Type C, Thunderbolt 3, PCI Express, etc).

● If you have problems with external devices not provided by HP, contact device manufacturers for compatibility and latest drivers prior to troubleshooting (i.e., USB devices, Thunderbolt devices, PCI Express

Card reader, VGA/Display/HDMI monitors, Speakers, etc).

● Be sure I/O devices are properly inserted into the I/O ports, and then be sure the I/O devices are recognized by Windows Device Manager.

Keyboard

Items Procedures

Symptoms

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 lock light turns on when key is pressed.

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 (i.e., 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 verified working operating system or restore operating system to be sure that the issue is not caused by different language settings, sticky keys feature, etc.

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

The sections below are intended for authorized service providers/technicians.

Tips and tricks

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

Verify 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.

A key only works when pressed with force. Inspect and remove debris trapped under keycap.

Common issues and possible solutions 87

Keyboard point stick

Items Procedures

Symptom

Point stick not working properly

Possible causes

Dust trapped under point stick, loose point stick cap.

Troubleshooting steps

Inspect any signs of dust, liquid spill that prevent point stick from working.

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

The sections below are intended for authorized service providers/technicians.

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

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

Reseat point stick cables.

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

Keyboard backlight

Items Procedures

Symptom

Backlight function not working properly

Possible causes

Backlight disabled, loose connection.

Troubleshooting steps

NOTE: Not all notebook computers have backlit keyboards.

A keyboard function key lets you turn the light on and off. Verify if backlit feature is not disabled by pressing a combination of Fn + Backlit key.

The sections below are intended for authorized service providers/technicians.

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

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

Reseat backlight cable.

88 Chapter 6 Troubleshooting guide

TouchPad

Items

Symptoms

Not working properly

(1) – TouchPad on/off button

(2) – TouchPad

Procedures

Possible causes

On/Off enabled, driver, settings.

Troubleshooting steps

Ensure TouchPad On/Off light is not amber (disabled). Double touch to enable.

Verify if 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).

The sections below are intended 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 Ethernet (RJ-45 jack)

Items

Symptoms

● Unable to find networks (yellow bang)

● Connection dropouts

● Slow performance

Procedures

Possible causes

Network source, cable, connection, RJ-45 port, driver, settings.

HP Support Assistant tool - No network detected in

HPSA

Troubleshooting steps

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

Turn off the computer’s wireless feature (press wireless button).

Verify that networking source with recommended distance to the base is less than 300 feet.

Examine the Ethernet cable for damage. Test with a verified working cable.

Test with different networks and jacks and check with IT for hardware compatibility settings.

Connect a verified working RJ-45 cable directly to the computer to isolate other related issues (e.g., router, switch, docking station).

Verify Ethernet port lights (RJ-45):

– Green (left): network is connected.

– Amber (right): network is showing activity.

Test with HP Support Assistant in Windows.

Common issues and possible solutions 89

Items Procedures

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

Examine Ethernet ports on the computer, docking station, and wall for damage, dust, obstructions.

10.

Update drivers: Verify that Ethernet module is displayed in Device Manager and be sure that device driver is up to date. If updating drivers does not help, try rolling back to previous drivers.

11.

Reset BIOS to Default: If other devices can connect to network, but computer cannot connect, a BIOS setting might be the cause of the problem. Restore BIOS to default.

12.

Test with verified working operating system or perform operating system recovery to verify that the issue is not caused by customized settings.

13.

Replace system board and verify that the issue is fixed.

Network connectivity wireless (WLAN)

Items

Symptoms

● Unable to find networks (yellow bang)

● Connection dropouts

● Slow performance

HP Support Assistant tool - No network detected in

HPSA

Wireless Adapter Properties - U-APSD support

Procedures

Possible causes

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

Troubleshooting steps

Turn off the computer’s wired network (remove RJ-45 cable).

Examine environment for interference, such as cell phone or microwave, that may emit high frequencies (above 1 GHz).

Verify wireless source by moving computer closer to the wireless base/router.

Test with different wireless networks and check with your IT department for hardware compatibility, settings.

Verify that the wireless light is on. If the light is amber, press the wireless button to enable the wireless device.

Test with HP Support Assistant in Windows.

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

Update drivers: Verify that wireless module is displayed in Device Manager and be sure that wireless drivers are up to date using www.hp.com

or HP

Support Assistant. If updating drivers does not help, try rolling back to previous drivers.

Reset BIOS to Default: If other devices can connect to your wireless network, but your computer cannot connect, a BIOS setting might be the cause of the problem. Restore BIOS to default.

10.

Configure power management advanced settings as necessary.

In the example to the left, U-APSD support (Unscheduled Automatic Power

Save Delivery) is changed to Disabled to resolve an incompatible access point.

If disabling U-APSD improves the throughput issue, check with the access point provider for updated firmware that resolves the issue.

90 Chapter 6 Troubleshooting guide

Items Procedures

11.

Test with verified working operating system or perform operating system recovery to verify that the issue is not caused by customized settings.

12.

Test with a verified working wireless module.

The sections below are intended for authorized service providers/technicians.

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 module antenna cable connection are not loose.

Verify antenna cables are properly connected to the MAIN and AUX terminals

(see WLAN module removal and replacement section).

WWAN

Items Procedures

Symptom

Unable to find networks/service

Possible causes

Network source, cable, connection, driver, settings.

Troubleshooting steps

Update to the latest driver and utility.

Check with network service provider for signal coverage.

Make sure signal strength is good.

Make sure your service is active.

The sections below are intended for authorized service providers/technicians.

● Verify module and antenna cable connections are not loose.

● Verify antenna cables are properly connected to the correct terminals. For example, the antenna cable labeled “1” connects to the “Main” terminal labeled “1”. The antenna cable labeled “2” connects to the “Aux” terminal labeled “2”.

Common issues and possible solutions 91

USB

Items

Symptoms

● USB devices are not recognized

● USB devices are not charging

Examples of USB device Not Recognized

Procedures

Possible causes

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

NOTE: USB Type-C uses a different connector entirely

Troubleshooting steps

Unplug USB device and/or restart the computer (wait for 2-5 minutes) to reset USB port/hub in case of power surge.

Soft Reset ( 9. Soft reset (Default Settings) on page 58

) and verify if USB device is recognized.

Verify if USB device is recognized in Device Manager > Universal Serial Bus Controller, or USB is recognized without Yellow bang.

Verify if the latest USB driver or/and USB chipset driver are installed. USB driver could be removed and reinstalled.

Make sure USB device is supported, for example, USB 3.0 device requires more power drawn (0.9A) from USB port than USB 2.0 device (0.5A). As a result, identify USB charging port to be used for charging a USB device, or an external AC power adapter may be required for an external USB storage to work properly.

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

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

92 Chapter 6 Troubleshooting guide

Smart card reader

Items

Symptoms

● Not recognized

● Unable to write

Card Reader Removal Policy

Procedures

Possible causes

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

NOTE: Some cards have a read/write security switch on the card. Make sure that switch is set to “write enabled” before attempting to write data to it.

Troubleshooting steps

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.

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

Common issues and possible solutions 93

Speaker, headphone - audio issues

Items Procedures

Symptoms Possible causes

● No sound from external or internal speakers

● Distorted sound, too soft, too loud, intermittent

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

Troubleshooting steps

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

Close all open programs.

Adjust volume by pressing Fn + F6/F7 . Be sure that volume button light is not amber

(mute).

- or -

Adjust Windows volume control by clicking the speaker icon on the Windows taskbar. Be sure that the sound is not muted.

Verify that sound card is detected in Windows Device Manager.

Reinstall the latest audio driver.

Test audio device using HP PC Hardware Diagnostics (UEFI) tool ( 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.

No sound from headphones

No sound from external speakers

Adjust volume by pressing Fn + F6/F7 . Be sure that volume button light is not amber

(mute). Or adjust Windows volume control by clicking the speaker icon on the Windows taskbar. Be sure that the sound it not muted.

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/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 may impact the audio (cell phone or portable communications handset.)

94 Chapter 6 Troubleshooting guide

Thunderbolt (TB)

Items

Symptom

Thunderbolt device not working

Procedures

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 TB device is detected in Windows Device Manager.

Verify TB port, cable and connection.

Test with a verified working TB board, if possible.

NOTE: Thunderbolt is new technology. Thunderbolt cable and Thunderbolt device must be compatible with Windows. To determine whether your device is Thunderbolt Certified for Windows, see https://thunderbolttechnology.net/products .

Common issues and possible solutions 95

Storage

NOTE:

● Back up all critical data prior to drive troubleshooting.

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

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

● Diagnose the hard drive using BIOS, Diagnostics built in the shipping image, or an external USB

( http://www8.hp.com/us/en/campaigns/hpsupportassistant/pc-diags.html?

jumpid=va_r602_us/en/any/pps/pl_ot_ob_ds_pd/HP_PC_Hardware_Diagnostics_cc/dt ).

● The drive quick test is recommended to quickly (less than 10 minutes) identify the malfunctioning drive. If the issue still exists, run Extensive Test (more than 2 hours, or loop mode, which will run until an error occurs).

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

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

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

96 Chapter 6 Troubleshooting guide

Hard drive/solid-state drive not recognized

Items

Symptom

Hard drive is not recognized during

POST

Procedures

Possible causes

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

Troubleshooting steps

Perform a hard reset (

POST Error Messages and User Actions on page 107

Reset BIOS to default.

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 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 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 prior to replacing a drive as this may resolve related issues.

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

Items

Symptoms

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

● Hang when booting to operating system

Note

Procedures

Possible causes

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

Troubleshooting steps

Verify if Secure Boot is enabled in BIOS. Secure Boot prevents legacy boot devices from starting the computer, including bootable CDs and DVDs. For more information, see http://support.hp.com/us-en/document/c03653226 .

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

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

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.

If there is a hard drive POST error message, see

Common issues and possible solutions 97

Read-write error

Items

Symptoms

● Post error message (i.e., error code 301)

● Hang when working on data, files, documents

Note

Procedures

Possible causes

Loose connection, faulty hardware.

Troubleshooting steps

Perform a hard reset ( 8. Hard reset on page 57 ).

Reset BIOS to default (

9. Soft reset (Default Settings) on page 58

Verify drive connection and flex cable. Reseat connection (

10. Reseat cables and connections on page 58 ).

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.

If there is a hard drive POST error message, see POST Error Messages and User Actions on page 107 .

Slow performance

Items

Symptoms

Slow performance even when performing small read/write operations

Tips & tricks

Procedures

Possible causes

Operating system files, hard drive is full.

Troubleshooting steps

Transfer data from the hard drive to create more space. Microsoft recommends at least

200 MB to sync system files.

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

NOTE: Do not defrag an SSD.

For optimal system performance, you need to place your operating system and all of your most commonly used applications and files in the fastest hard drive (solid-state drive) and fastest areas on the drive (primary partition of 200 GB max).

See

Routine Maintenance for Performance Improvement on page 109 ).

Blue screen (BSOD) error

Faulty hard drive may cause blue screen error. Perform the drive tests using the HP Diagnostics Tool to make

sure the drive is functional. If all of the tests pass, see Common Blue Screen Error Messages on page 109

for detailed troubleshooting steps.

98 Chapter 6 Troubleshooting guide

Noisy hard drive

IMPORTANT: An SSD has no moving parts, so it does not make loud or clicking noise.

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

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

Items

Symptoms

● Loud noise from hard drive

● Clicking noise from hard drive

● Still boots to operating system and operates normally

Tips & tricks

Procedures

Possible causes

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

Troubleshooting steps

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, etc.).

Remove hard drive to isolate the noise.

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 have the hard drive replaced.

If no error with HP PC Hardware Diagnostics (UEFI), perform disk defragmentation (some hard drives make a clicking noise when highly fragmented).

For optimal system performance, place your operating system and all of your most commonly used applications and files on the fastest hard drive or solid-state drive and on the fastest areas on the drive (primary partition of 200 GB max).

See Routine Maintenance for Performance Improvement on page 109

Common issues and possible solutions 99

Mechanical

Fan error message - 90B

Items Procedures

Symptoms

Fan error 90B at boot

CAUTION: May lead to system shutdown, data loss or possible system damage.

Possible causes

Defective fan; out-of-date BIOS.

● The system fan is not spinning or not spinning properly (loose connection, fan is stuck or defective).

● The temperature inside the case is too high, and the fan cannot spin fast enough to remove the heat due to an obstruction to air flow.

Note

100 Chapter 6 Troubleshooting guide

Troubleshooting steps

General actions

Update BIOS and drivers ( 4. Update BIOS and drivers on page 49

) or reset BIOS to default.

BIOS may implement new fan characteristics and updates for other components.

Perform a hard reset ( 8. Hard reset on page 57 ). Performing a hard reset can reset

recorded thermal values in memory.

Thermal-related issue

Verify thermal condition: a.

Check fan and connection. Reseat fan cable.

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

Test fan using HP PC Hardware Diagnostics (UEFI) tool ( 6. HP Hardware Diagnostics and Tools on page 50

). Be sure that the fan is not producing 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

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

BIOS currently omits fan presence detection to shorten boot time delay less than four seconds.

Therefore, the fan error is generated based on previous boot to operating system that found system fan error.

Fan often is part of thermal solution, including heat sink, fin/ muffler, and thermal grease. Fan replacement requires reboot and fan function verification using HP PC Hardware Diagnostics

(UEFI) tool.

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

Noise (sound)

Items Procedures

Symptoms

Computer emits abnormal noise

Noisy fan

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, refer to Fan runs constantly on page 102

Noisy hard drive

Noisy optical drive

Determine whether the noise comes from the hard drive.

See Noisy hard drive on page 99

Determine whether the noise comes from an optical drive.

Remove CD/DVD from the optical drive.

Noisy speaker

Noisy display

Determine whether the noise comes from speaker.

Test with a verified working external headset/speaker.

Determine whether the noise comes from display panel (humming noise). Change display

frequency settings. See Display on page 81 .

The section below is intended for authorized service providers/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.

Common issues and possible solutions 101

Fan runs constantly

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 may not be defective but must run constantly to remove excess heat generated by electrical components.

● Inappropriate configuration.

Notes

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 49

) and reset BIOS to default. BIOS may implement new fan characteristics and updates for other components.

Perform a hard reset ( 8. Hard reset on page 57 ). Performing a hard reset can reset

recorded thermal values in memory.

Thermal-related issue

Verify 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 Diagnostics and Tools on page 50

). 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/technicians)(

Thermal Monitor on page 53 ) to run stress test (processor and GPU) and verify that

thermal sensors are within limits after thermal condition is serviced.

User configuration

Change Power Options in Windows (i.e., choosing Balanced mode instead of High performance). High performance and extensive graphics may cause the fan run constantly to release the heat.

BIOS currently omits fan presence detection to shorten boot time delay less than four seconds.

Therefore, the fan error is generated based on previous boot to operating system that found system fan error.

Fan often is part of thermal solution, including heat sink, heat sink fin/muffler, and thermal grease. Fan replacement requires reboot and fan function verification using HP PC Hardware

Diagnostics (UEFI) tool.

For more information, see the following links:

● http://support.hp.com/us-en/document/c01007591 .

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

102 Chapter 6 Troubleshooting guide

Thermal shutdown (hot)

Items

Symptoms

Similar to fan runs constantly issue

( Fan runs constantly on page 102

)

● System shutdown

● Abnormal heat

● Continually running fan

● Decreased computer performance

Note

Procedures

Possible causes

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

Troubleshooting steps

Update BIOS and drivers (

4. Update BIOS and drivers on page 49

) and reset BIOS to default.

BIOS may implement new fan characteristics and updates for other component.

Perform a hard reset (

8. Hard reset on page 57 ). 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. 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 ( 6. HP Hardware Diagnostics and Tools on page 50 ). 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:

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

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

Stuck power button

Items Procedures

Symptoms

● Rear power indicator light is on

● Will not turn on when power button is pressed

● Automatically powers on

Possible causes

Sticky or defective power button.

Troubleshooting steps

General actions

Perform a hard reset (