HP Zbook Firefly 15 G7 Mobile Workstation (8WR99AV) is a powerful and portable workstation that is perfect for creative professionals and engineers. It features a stunning display, powerful processor, and long battery life. With its sleek design and lightweight, it is easy to take with you wherever you go. Whether you are working on complex 3D models, editing videos, or running simulations, the HP Zbook Firefly 15 G7 Mobile Workstation (8WR99AV) has the power and performance to get the job done.
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SUMMARY
This guide provides information about spare parts, removal and replacement of parts, security, backing up, and more.
© Copyright 2020 HP Development Company,
L.P.
Bluetooth is a trademark owned by its proprietor and used by HP Inc. under license.
Intel, Core, Optane, Thunderbolt, and XMM are trademarks of Intel Corporation or its subsidiaries in the U.S. and/or other countries.
Microsoft and Windows are either registered trademarks or trademarks of Microsoft
Corporation in the United States and/or other countries. NVIDIA, GeForce, and Quadro are trademarks and/or registered trademarks of
NVIDIA Corporation in the U.S. and other countries. USB Type-C and USB-C are registered trademarks of USB Implementers
Forum. DisplayPort™ and the DisplayPort™ logo are trademarks owned by the Video
Electronics Standards Association (VESA®) in the United States and other countries. Miracast is a registered trademark of Wi-Fi Alliance.
The information contained herein is subject to change without notice. The only warranties for
HP products and services are set forth in the express warranty statements accompanying such products and services. Nothing herein should be construed as constituting an additional warranty. HP shall not be liable for technical or editorial errors or omissions contained herein.
First Edition: June 2020
Document Part Number: M02982-001
Product notice
This guide describes features that are common to most models. Some features may not be available on your computer.
Not all features are available in all editions or versions of Windows. Systems may require upgraded and/or separately purchased hardware, drivers, software or BIOS update to take full advantage of Windows functionality.
Windows 10 is automatically updated, which is always enabled. ISP fees may apply and additional requirements may apply over time for updates. Go to http://www.microsoft.com for details.
To access the latest user guides, go to http://www.hp.com/support , and follow the instructions to find your product. Then select
Manuals.
Software terms
By installing, copying, downloading, or otherwise using any software product preinstalled on this computer, you agree to be bound by the terms of the HP End User License
Agreement (EULA). If you do not accept these license terms, your sole remedy is to return the entire unused product (hardware and software) within 14 days for a full refund subject to the refund policy of your seller.
For any further information or to request a full refund of the price of the computer, please contact your seller.
Your computer includes Customer Self-Repair Parts and parts that should be accessed by only an authorized service provider.
IMPORTANT: See "Removal and replacement procedures for Customer Self-Repair parts" for details.
Accessing parts described in "Removal and replacement procedures for authorized service provider parts" can damage the computer or void your warranty.
iii
iv Important notice about Customer Self-Repair parts
Reduce the possibility of heat-related injuries or of overheating the computer by following the practices described.
WARNING!
To reduce the possibility of heat-related injuries or of overheating the computer, do not place the computer directly on your lap or obstruct the computer air vents. Use the computer only on a hard, flat surface. Do not allow another hard surface, such as an adjoining optional printer, or a soft surface, such as pillows or rugs or clothing, to block airflow. Also, do not allow the AC adapter to come into contact with the skin or a soft surface, such as pillows or rugs or clothing, during operation. The computer and the AC adapter comply with the user-accessible surface temperature limits defined by applicable safety standards.
v
vi Safety warning notice
vii
viii
Manually updating BIOS and drivers ............................................................ 77
Remotely deploying the BIOS and drivers .................................................... 78
HP PC Hardware Diagnostics (UEFI) ............................................................. 78
HP BIOS Configuration Utility (BCU) ............................................................. 80
Essential hardware configuration ................................................................ 85
12. Test with verified working configuration (hardware or operating system) ............. 86
ix
x
HP PC Hardware Diagnostics (UEFI) for video test ..................................... 106
Sure Start has identified a problem (Manual Recovery Policy Set) .............................. 128
Microsoft general troubleshooting of Windows bug check codes ............................... 131
Multiple-pin horizontal connector (LVDS cable to display panel) ................................ 138
xi
xii
Using the HP Cloud Recovery Download Tool to create recovery media (select products only) ... 144
Accessing HP PC Hardware Diagnostics Windows from HP Help and Support ............ 147
Accessing HP PC Hardware Diagnostics Windows from Support Assistant ................. 148
Downloading the latest HP PC Hardware Diagnostics Windows version from HP ...... 148
Downloading the HP PC Hardware Diagnostics Windows from the Microsoft Store ... 148
Downloading HP Hardware Diagnostics Windows by product name or number
Downloading the latest HP PC Hardware Diagnostics UEFI version ............................ 150
Downloading HP PC Hardware Diagnostics UEFI by product name or number
Downloading the latest Remote HP PC Hardware Diagnostics UEFI version ............... 151
xiii
xiv
This table provides detailed product information.
Table 1-1 Product components and their descriptions
Category Description
Product Name
Processors
Graphics
Display
HP Zbook Firefly 15 G7 Mobile Workstation
10th Generation Intel® Core™ processors
Intel Core i7-10810U (1.1 GHz [turbo up to 4.9 GHz], 6 cores, 12 MB L3 cache, 15 W)
Intel Core i7-10710U (1.8 GHz [turbo up to 4.7 GHz], 6 cores, 12 MB L3 cache, 15 W)
Intel Core i7-10610U (1.8 GHz [turbo up to 4.9 GHz], 4 cores, 8 MB L3 cache, 15 W)
Intel Core i7-10510U (1.8 GHz [turbo up to 4.9 GHz], 4 cores, 8 MB L3 cache, 15 W)
Intel Core i5-10310U (1.7 GHz [turbo up to 4.4 GHz], 4 cores, 6 MB L3 cache, 15 W)
Intel Core i5-10210U (1.6 GHz [turbo up to 4.2 GHz], 4 cores, 6 MB L3 cache, 15 W)
Internal graphics
Intel UHD Graphics 620
Supports HD Decode, DX12, and HDMI 1.4b, HDCP 2.3 via DisplayPort up to 4 K @ 60 Hz and via HDMI up to 4 K
@ 30 Hz
External graphics
NVIDIA® Quadro® P520 Graphics Card
4 GB DDR5 VRAM
Supports maximum of three independent displays when on the HP USB-C Dock G5: Max resolution = 1920 ×
1200 @ 60 Hz and 1280 × 768 @ 60 Hz
Supports maximum of three independent displays when on the HP USB-C/A Universal Dock G2; Max resolution = 2.5 K @ 60 Hz and 2.5 K @ 60 Hz
Supports maximum of three independent displays when on the HP Thunderbolt Dock 120W G2; Max resolution = 2.5 K @ 60 Hz and 2.5 K @ 60 Hz
39.6 cm (15.6 in), narrow bezel, UWVA, antiglare, bent, supports privacy filter, nontouch
Full high definition (FHD) (1920 × 1080), 250 nits, 45% CG, eDP, no camera
FHD, 250 nits, 45% CG, eDP, HD camera
FHD, 250 nits, 45% CG, eDP, HD + IR camera
FHD, 250 nits, 45% CG, eDP, no camera, WWAN
FHD, 250 nits, 45% CG, eDP, HD camera, WWAN
FHD, 250 nits, 45% CG, eDP, HD + IR camera, WWAN
FHD, 400 nits, sRGB 100%, eDP + PSR, low power, ambient light sensor, HD + IR camera
FHD, 400 nits, sRGB 100%, eDP + PSR, low power, ambient light sensor, HD + IR camera, WWAN
1
Table 1-1 Product components and their descriptions (continued)
Category Description
Memory
Ultra high definition (UHD) (3840 × 2160), 400 nits, sRGB 100%, eDP + PSR, low power, ambient light sensor,
HD + IR camera
UHD, 400 nits, sRGB 100%, eDP + PSR, low power, ambient light sensor, HD + IR camera, WWAN
FHD, 1000 nits, 72% CG, eDP + PSR, Sure View Reflect, ambient light sensor, HD camera
FHD, 1000 nits, 72% CG, eDP + PSR, Sure View Reflect, ambient light sensor, HD camera, WWAN
FHD, 1000 nits, 72% CG, eDP + PSR, Sure View Reflect, ambient light sensor, HD + IR camera
FHD, 1000 nits, 72% CG, eDP + PSR, Sure View Reflect, ambient light sensor, HD + IR camera, WWAN
39.6 cm (15.6 in), full high definition (FHD) (1920 × 1080), UWVA, antiglare, bent, touch screen, 250 nits, touch screen
FHD, 250 nits, HD + IR camera, Touch-on panel (TOP)
FHD, 250 nits, HD + IR camera, WWAN, Touch-on panel (TOP)
Two customer-accessible memory module slots supporting up to 64 GB of RAM
DDR4-2666 dual-channel support
Supports the following configurations:
● 64 GB (32 × 2)
● 48 GB (32 + 16)
● 32 GB (16 × 2) or (32 × 1)
● 24 GB (16 + 8)
● 20 GB (16 + 4)
● 16 GB (8 × 2) or (16 × 1)
● 12 GB (8 + 4)
● 8 GB (8 × 1 or 4 × 2)
● 4 GB (4 × 1)
32 GB eMMC (On-board embedded MultiMedia Controller) Operating system recovery
Primary storage M.2 2280 solid-state drives (NGFF)
2 TB, PCIe, Gen3 × 4, NVMe, SS, TLC
1 TB, PCIe, Gen3 × 4, NVMe, SS, TLC
512 GB, PCIe, Gen3 × 2 × 2, SS QLC + 32 GB Intel Optane™ memory
512 GB, PCIe, Gen3 × 4, NVMe, SS, TLC
512 GB, PCIe, Gen3 × 4, NVMe, SS, TLC (OPAL 2)
256 GB, PCIe, Gen3 × 2 × 2, SS QLC + 16 GB Intel Optane memory
256 GB, PCIe, Gen3 × 4, NVMe, SS, TLC
256 GB, PCIe, TLC (OPAL 2)
256, PCIe, NVMe, SS, value
2 Chapter 1 Product description
Table 1-1 Product components and their descriptions (continued)
Category Description
Audio and video HP Bang & Olufsen Audio
Stereo speakers (2), 11 mm × 34 mm × 4 mm with 3× magnet speaker drivers
Microphone (multi-array)
Camera, HD RGB 720p
Camera, HD RGB 720p + IR (infrared)
Camera privacy cover
Supports WDR (Wide Dynamic Range)
Support for models without a camera
RJ-45 (network) jack No direct Ethernet support, available via accessories
The following support S4/S5 wake on LAN (via out of band) and S0/S0ix/S4/S5 MPAT (via out of band): HP
USB-C Mini Dock, HP USB-C/A Universal Dock G2, HP USB-C Dock G5, HP USB-C Dock G4 3, HP Thunderbolt
Dock G2, and HP USB-C Mini Dock.
Wireless Wireless Local Area Network (WLAN) (select products only)
Intel Wi-Fi 6 AX201 + Bluetooth® 5 (802.11ax 2 × 2) (non-vPro)
Intel Wi-Fi 6 AX201 + Bluetooth 5 (802.11ax 2 × 2) (vPro)
Compatible with Miracast® devices
Two WLAN antennas configured at top of panel
Supports HP Connection Optimizer (with data analytics)
Ports
UEFI Wi-Fi (Wireless imaging/image recovery/BitLocker unlock)
Intel BT audio offload
Supports Static BIOS SAR for Intel modules
Supports HP Extended Range Wireless LAN
Supports HP LAN-Wireless Protection (WLAN/LAN/WWAN switching)
Near Field Communication (NFC) (select products only)
NXP NPC300 Near Field Communication Module
NFC antenna
WWAN (select products only)
Intel XMM™ 7360 LTE-Advanced (Cat 9)
Intel XMM 7560 LTE-Advanced Pro (Cat 16)
Four WWAN antennas (worldwide 5 band, 2 at top and 2 at bottom of WWAN panels)
WWAN cards are compatible with a programmable removable eSIM
Supports WWAN after market option
HDMI v1.4
Audio-out (headphone)/audio-in (microphone) combo jack
3
Table 1-1 Product components and their descriptions (continued)
Category Description
Sensors
Keyboard/pointing devices
(2) USB 3.1 Gen 1 Type-C® with Thunderbolt™
USB 3.1 Gen 1 port
USB 3.1 Gen 1 charging port
AC Smart Pin adapter plug, 4.5 mm
Ambient light sensor (ALS)
Hall sensor
HP Premium Keyboard (with numeric keypad)
Backlit, spill resistant, HP Dura Keys
Backlit, spill resistant, HP Dura Keys, privacy
Not backlit, spill resistant, HP Dura Keys
Not backlit, spill resistant, HP Dura Keys, privacy
Touchpad
Firmware PTP
Microsoft® precision touchpad default gestures support
No hybrid mode support
Power requirements Battery
Security
3 cell, 56 Whr, lithium polymer, HP Long Life
HP Fast Charge Technology
Smart AC adapters
65 W, right angle, 4.5 mm
65 W, right angle, 4.5 mm, for use in Argentina
65 W, right angle, 4.5 mm, EM
65 W, straight, USB Type-C®
65 W, slim, USB Type-C, 1.8 m
45 W, right angle, 4.5 mm (for UMA models only)
45 W, right angle, 4.5 mm, for use in Argentina (for UMA models only)
45 W, right angle, 4.5 mm, 2 prong (for UMA models only)
Power cord
3 wire, C5, 1.0 m, premium
3 wire, C5, 1.0 m conventional
2 wire, C7, 1.0 m, conventional
Trusted Platform Module (TPM) 2.0, Infineon, soldered down
Touch fingerprint sensor (select products only)
4 Chapter 1 Product description
Table 1-1 Product components and their descriptions (continued)
Category Description
Operating system
Nano security lock
Smart card reader (active) (select products only)
Preboot authentication (password, smart card)
SecureBIO capable
Hardware enforced firmware protection: HP Hardware Root of Trust + Sure Start Gen6
Windows® 10 Home 64
Windows 10 Home 64 Advanced
Windows 10 Home 64 Advanced Single Language
Windows 10 Home 64 Chinese Market CPPP
Windows 10 Home 64 High-End Chinese Market CPPP
Windows 10 Home 64 Plus
Windows 10 Home 64 Plus Single Language
Windows 10 Home 64 Plus Single Language Africa Market PPP
Windows 10 Home 64 Plus Single Language APAC EM PPP
Windows 10 Home 64 Plus Single Language India Market PPP
Windows 10 Home 64 Plus Single Language Indonesia Market PPP
Windows 10 Home 64 Single Language
Windows 10 Home 64 Single Language Africa Market PPP
Windows 10 Home 64 Single Language APAC Market PPP
Windows 10 Home 64 Single Language India Market PPP
Windows 10 Home 64 Single Language Indonesia Market PPP
Windows 10 Pro 64
Windows 10 Pro 64 Chinese Market
Windows 10 Government Edition V0 (People's Republic of China only)
FreeDOS 3.0
Restore media
Windows 10 Driver DVD
Windows 10 Driver USB
Windows 10 Professional 64 bit OS DVD
Certified
Microsoft WHQL
Tested and documented
Windows 10 Enterprise 64 LTSC 1809 (available only by request)
5
Table 1-1 Product components and their descriptions (continued)
Category Description
Serviceability
Web-only support
Windows 10 Enterprise 64
Ubuntu Linux 18.04
End user replaceable parts
AC adapter
Memory module
Solid-state drive
WLAN module
WWAN module
6 Chapter 1 Product description
Your computer features top-rated components. This chapter provides details about your components, where they are located, and how they work.
Use the illustration and table to identify the components on the right side of the computer.
Table 2-1 Right-side components and their descriptions
Component
(1)
(2)
Description nano SIM card slot (select products only) Supports a wireless subscriber identity module (nano SIM) card.
IMPORTANT: Inserting a SIM card of the wrong size could damage the SIM card or cause the SIM card to become stuck in the slot. To prevent damage to the SIM card or the connectors, use minimal force when inserting a SIM card.
NOTE: Before purchasing a SIM card, follow these instructions to determine the correct SIM card size for your computer:
1.
Go to http://www.hp.com/support , and then search for your computer by product name or number.
2.
Select Product Information.
3.
Refer to the listed options to determine which card to purchase.
USB Type-C power connector and Thunderbolt™ ports (2) with HP Sleep and Charge
Connect an AC adapter that has a USB Type-C connector, supplying power to the computer and, if needed, charging the computer battery.
- and -
Connect a USB device, provides high-speed data transfer, and charges small devices, even when the computer is off.
- and -
Connect a display device that has a USB Type-C connector, providing DisplayPort™ output.
NOTE: Your computer might also support a Thunderbolt docking station.
NOTE: Cables, adapters, or both (purchased separately) might be required.
7
Table 2-1 Right-side components and their descriptions (continued)
Component Description
(3)
(4)
(5)
(6)
HDMI port
USB SuperSpeed port
Battery light
Power connector
Connects an optional video or audio device, such as a highdefinition television, any compatible digital or audio component, or a high-speed High-Definition Multimedia Interface (HDMI) device.
Connects a USB device, provides high-speed data transfer, and
(for select products) charges small devices when the computer is on or in Sleep mode.
When AC power is connected:
● White: The battery charge is greater than 90%.
● Amber: The battery charge is from 0 to 90%.
● Off: The battery is not charging.
When AC power is disconnected (battery not charging):
● Blinking amber: The battery has reached a low battery level. When the battery has reached a critical battery level, the battery light begins blinking rapidly.
● Off: The battery is not charging.
Connects an AC adapter.
Use the illustration and table to identify the components on the left side of the computer.
Table 2-2 Left-side components and their descriptions
Component
(1)
(2)
Description
Security cable slot Attaches an optional security cable to the computer.
NOTE: The security cable is designed to act as a deterrent, but it might not prevent the computer from being mishandled or stolen.
USB SuperSpeed port with HP Sleep and Charge Connects a USB device, provides high-speed data transfer, and charges small devices, even when the computer is off.
(3) Audio-out (headphone)/Audio-in (microphone) combo jack
Connects optional powered stereo speakers, headphones, earbuds, a headset, or a television audio cable. Also connects an optional headset microphone. This jack does not support optional standalone microphones.
8 Chapter 2 Components
Table 2-2 Left-side components and their descriptions (continued)
Component Description
(4) Smart card reader
WARNING!
To reduce the risk of personal injury, adjust the volume before putting on headphones, earbuds, or a headset.
For additional safety information, see the Regulatory, Safety,
and Environmental Notices.
To access this guide:
▲ Type HP Documentation in the taskbar search box, and then select HP Documentation.
NOTE: When a device is connected to the jack, the computer speakers are disabled.
Supports optional smart cards.
The computer display can include essential components such as speakers, antennas, cameras, and microphones.
Table 2-3 Display components and their descriptions
Component
(1) WLAN antennas* (select products only)
(2)
(3)
(4)
Ambient light sensor (select products only)
Camera light(s)
Internal microphones
Description
Send and receive wireless signals to communicate with wireless local area networks (WLANs).
Adjusts the brightness of the display, depending on the ambient light.
On: One or more cameras are in use.
Record sound.
Display 9
Table 2-3 Display components and their descriptions (continued)
Component Description
(5)
(6)
(7)
Camera (select products only)
Camera privacy cover
WWAN antennas* (select products only)
Allows you to video chat, record video, and record still images. Some cameras also allow a facial recognition logon to Windows, instead of a password logon.
NOTE: Camera functions vary depending on the camera hardware and software installed on your product.
By default, the camera lens is uncovered, but you can slide the camera privacy cover to block the camera's view. To use the camera, slide the camera privacy cover in the opposite direction to reveal the lens.
NOTE: If you have both front-facing and rear-facing cameras, when one camera lens is revealed and ready to use, the other is concealed.
Send and receive wireless signals to communicate with wireless wide area networks (WWANs).
*The antennas are not visible from the outside of the computer. For optimal transmission, keep the areas immediately around the antennas free from obstructions.
For wireless regulatory notices, see the section of the Regulatory, Safety, and Environmental Notices that applies to your country or region.
To access this guide:
▲ Type HP Documentation in the taskbar search box, and then select HP Documentation.
Keyboards can vary by language.
Use the illustration and table to identify the touchpad components.
To adjust touchpad settings and gestures, or to turn off the touchpad:
1.
Type touchpad settings in the taskbar search box, and then press enter .
2.
Choose a setting.
To turn on the touchpad:
1.
Type touchpad settings in the taskbar search box, and then press enter .
2.
Using an external mouse, click the touchpad button.
- or -
▲ Press the Tab key repeatedly until the pointer rests on the touchpad button. Then press the spacebar to select the button.
10 Chapter 2 Components
Table 2-4 Touchpad components and their descriptions
Component
(1)
(2)
(3)
(4)
(5)
Pointing stick
Left pointing stick button
Right pointing stick button
Touchpad zone
Near Field Communications (NFC) tapping area and antenna (select products only)
Description
Moves the pointer on the screen.
Functions like the left button on an external mouse
Functions like the right button on an external mouse
Reads your finger gestures to move the pointer or activate items on the screen.
Allows you to wirelessly share information when you tap it with an NFC-enabled device.
Use the illustration and table to identify the lights on the computer.
Keyboard area 11
(4)
(5)
(6)
Table 2-5 Lights and their descriptions
Component
(1) Caps lock light
(2)
(3)
Fn lock light
Privacy key light (select products only)
Mute light
Microphone mute light
Power light
Description
On: Caps lock is on, which switches the key input to all capital letters.
On: The fn key is locked.
On: Privacy screen is on, which helps prevent side-angle viewing.
● On: Computer sound is off.
● Off: Computer sound is on.
● On: The microphone is off.
● Off: The microphone is on.
● On: The computer is on.
● Blinking (select products only): The computer is in the
Sleep state, a power-saving state. The computer shuts off power to the display and other unnecessary components.
● Off: Depending on your computer model, the computer is off, in Hibernation, or in Sleep. Hibernation is the powersaving state that uses the least amount of power.
On: Num lock is on.
(7) Num lk light
Identify the computer button, speakers, and fingerprint reader.
Fingerprint readers can be located on the touchpad, on a side panel of the computer, or on the top cover below the keyboard.
12 Chapter 2 Components
IMPORTANT: To verify that your computer supports fingerprint reader sign-in, type Sign-in options in the taskbar search box and follow the on-screen instructions. If Fingerprint reader is not listed as an option, then your notebook does not include a fingerprint reader.
Table 2-6 Button, speakers, and fingerprint reader and their descriptions
Description
Component
(1)
(2)
(3)
Speakers (2)
Vents (2)
Power button
Produce sound
Enable airflow to cool internal components.
NOTE: The computer fan starts up automatically to cool internal components and prevent overheating. It is normal for the internal fan to cycle on and off during routine operation.
● When the computer is off, press the button briefly to turn on the computer.
● When the computer is on, press the button briefly to initiate Sleep.
● When the computer is in the Sleep state, press the button briefly to exit Sleep (select products only).
● When the computer is in Hibernation, press the button briefly to exit Hibernation.
IMPORTANT: Pressing and holding down the power button results in the loss of unsaved information.
If the computer has stopped responding and shutdown procedures are ineffective, press and hold the power button down for at least 4 seconds to turn off the computer.
To learn more about your power settings, see your power options:
Keyboard area 13
Table 2-6 Button, speakers, and fingerprint reader and their descriptions (continued)
Description
Component
(4) Fingerprint reader (select products only)
▲ Right-click the Power icon, and then select Power
Options.
Allows a fingerprint logon to Windows, instead of a password logon.
▲ Swipe down across the fingerprint reader.
IMPORTANT: To prevent fingerprint logon issues, be sure when you register your fingerprint that all sides of your finger are registered by the fingerprint reader.
Use the illustration and table to identify the special keys.
(4)
(5)
(6)
Table 2-7 Special keys and their descriptions
Component
(1) esc key
(2) fn key
(3) Windows key
Action keys
Programmable key
Power button
Description
Displays system information when pressed in combination with the fn key.
Executes frequently used system functions when pressed in combination with another key. Such key combinations are called hot keys.
Opens the Start menu.
NOTE: Pressing the Windows key again will close the Start menu.
Execute frequently used system functions.
Executes frequently used tasks. Some tasks might not be available on all products.
● When the computer is off, press the button briefly to turn on the computer.
14 Chapter 2 Components
Table 2-7 Special keys and their descriptions (continued)
Component
(7)
(8) num lk key
Integrated numeric keypad
Description
● When the computer is on, press the button briefly to initiate Sleep.
● When the computer is in the Sleep state, press the button briefly to exit Sleep (select products only).
● When the computer is in Hibernation, press the button briefly to exit Hibernation.
IMPORTANT: Pressing and holding down the power button results in the loss of unsaved information.
If the computer has stopped responding and shutdown procedures are ineffective, press and hold the power button down for at least 4 seconds to turn off the computer.
To learn more about your power settings, see your power options:
▲ Right-click the Power icon, and then select Power Options.
Alternates between the navigational and numeric functions on the integrated numeric keypad.
A separate keypad to the right of the alphabet keyboard. When num lk is pressed, the integrated keypad can be used like an external numeric keypad.
NOTE: If the keypad function is active when the computer is turned off, that function is reinstated when the computer is turned back on.
A hot key is the combination of the fn key and another key. Use the table to identify the hot keys.
To use a hot key:
▲ Press the fn key, and then press one of the keys listed in the following table.
Table 2-8 Hot keys and their descriptions
Key Description
R
S
W
C
E
Turns on scroll lock.
Turns on the insert function.
Breaks the operation.
Sends a programing query.
Pauses the operation.
Use the illustration and table to identify the bottom component.
Bottom 15
Table 2-9 Bottom component and its description
Component
Vent
Description
Enables airflow to cool internal components.
NOTE: The computer fan starts up automatically to cool internal components and prevent overheating. It is normal for the internal fan to cycle on and off during routine operation.
The labels affixed to the computer provide information that you might need when you troubleshoot system problems or travel internationally with the computer. Labels can be in paper form or imprinted on the product.
IMPORTANT: Check the following locations for the labels described in this section: the bottom of the computer, inside the battery bay, under the service door, on the back of the display, or on the bottom of a tablet kickstand.
● Service label—Provides important information to identify your computer. When contacting support, you might be asked for the serial number, the product number, or the model number. Locate this information before you contact support.
Your service label information order may vary by country and might not include the wording "Model" due to the country regulation.
16 Chapter 2 Components
Table 2-10 Service label components
Component
(1) HP product name
(2) Product ID
(3) Serial number
(4) Warranty period
● Regulatory label(s)—Provide(s) regulatory information about the computer.
● Wireless certification label(s)—Provide(s) information about optional wireless devices and the approval markings for the countries or regions in which the devices have been approved for use.
Labels 17
Use this table to determine the spare parts that are available for the computer.
To identify the computer major components, use this illustration and table.
NOTE: HP continually improves and changes product parts. For complete and current information about supported parts for your computer, go to http://partsurfer.hp.com
, select your country or region, and then follow the on-screen instructions.
18 Chapter 3 Illustrated parts catalog
Table 3-1 Computer major component descriptions and part numbers
Item Component
(1)
(2)
(3)
(4)
(5)
(6)
(7)
(8)
(9)
Display assembly
NOTE: Display spare parts are available only as subcomponents. For spare part information, see
Display assembly subcomponents on page 21 .
Top cover/keyboard
NOTE:
For a detailed list of country codes, see Keyboard with top cover on page 72
.
Backlit
Not backlit
Backlit, for use in privacy models
Touchpad
Without NFC antenna
Includes NFC antenna
Touchpad button board
Fingerprint reader
NOTE: The fingerprint reader cable is available in the Cable Kit as spare part number
M05255-001.
RTC battery
NFC module
NOTE: The NFC module cable is available in the Cable Kit as spare part number M05255-001.
Speakers (left and right)
System board (includes integrated processor)
NOTE: All system board spare part kits include replacement thermal material.
All system boards use the following part numbers: xxxxxx-001: Non-Windows operating systems xxxxxx-601: Windows operating system
Models with discrete graphics memory:
● Intel Core i7-10810 processor (OSR)
● Intel Core i7-10810 processor
● Intel Core i7-10610 processor
● Intel Core i7-10610 processor (OSR)
● Intel Core i7-10510 processor
● Intel Core i5-10310 processor
● Intel Core i5-10310 processor (OSR)
● Intel Core i5-10210 processor
For use in models with UMA graphics memory:
● Intel Core i7-10810 processor
Spare part number not available as a spare part
M07494-xx1
M07496-xx1
M07495-xx1
M05520-001
M05521-001
M05519-001
M07151-001
L17255-001
M07214-001
M05268-001
M05502-xx1
M05501-xx1
M05499-xx1
M05500-xx1
M05496-xx1
M05497-xx1
M05498-xx1
M05495-xx1
M05509-xx1
Computer major components 19
Table 3-1 Computer major component descriptions and part numbers (continued)
Item Component
(10)
(11)
(12)
(13)
(14)
(15)
(16)
(17)
(18)
(19)
(20)
(21)
● Intel Core i7-10810 processor (OSR)
● Intel Core i7-10710 processor
● Intel Core i7-10610 processor
● Intel Core i7-10610 processor (OSR)
● Intel Core i5-10210 processor
● Intel Core i5-10310 processor
● Intel Core i5-10310 processor (OSR)
● Intel Core i5-10210 processor
Card reader board
NOTE: The card reader board cable is available in the Cable Kit as spare part number
M05255-001.
USB board
NOTE: The USB board cable is available in the Cable Kit as spare part number M05255-001.
Power connector cable
System board bracket (available in Plastics Kit)
Fan
Heat sink (includes replacement thermal material)
For use in models with UMA graphics memory
For use in models with discrete graphics memory
WLAN module
Intel Wi-Fi 6 AX201 + Bluetooth 5 (802.11ax 2 × 2, vPro)
Intel Wi-Fi 6 AX201 + Bluetooth 5 (802.11ax 2 × 2, non-vPro)
Memory modules (DDR4, PC-2666)
32 GB
16 GB
8 GB
Memory cover (included in Bracket Kit)
WWAN module
Intel XMM 7560 LTE-Advanced Pro (Cat16)
Intel XMM 7360 LTE-Advanced (Cat 9)
Solid-state drive
2 TB, PCIe, TLC
1 TB, PCIe, TLC
512 GB, PCIe, TLC
Spare part number
M05252-xx1
M14258-xx1
M05250-xx1
M05251-xx1
M05247-xx1
M05248-xx1
M05249-xx1
M05246-xx1
M07105-001
M05266-001
M15626-001
M14239-001
M05261-001
M05262-001
M05263-001
L57248-002
L57250-002
L50384-002
937438-852
937236-852
M05517-001
L40752-002
L70670-002
L85358-002
L85348-002
L85360-002
20 Chapter 3 Illustrated parts catalog
Table 3-1 Computer major component descriptions and part numbers (continued)
Item Component
(22)
(23)
512 GB, PCIe, TLC, self-encrypting drive (SED)
512 GB, PCIe + 32 GB Optane memory
256 GB, PCIe, TLC
256 GB, PCIe, TLC, self-encrypting drive (SED)
256 GB, PCIe, value
256 GB, PCIe + 16 GB Optane memory
128 GB, SATA-3, TLC
Battery (3 cell, 56 Whr)
Bottom cover
For use in models with discrete graphics memory
For use in models with UMA graphics memory
To identify the display assembly subcomponents, use this illustration and table.
Spare part number
L85368-002
L85366-002
L85350-002
M07245-002
L85354-002
L85356-002
L85346-002
L77991-002
M05511-001
M14240-001
Table 3-2 Display component descriptions and part numbers
Item Component
(1) Display bezel
For use in models with an IR camera and ambient light sensor
For use in models with an IR camera
Spare part number
M05256-001
M05257-001
Display assembly subcomponents 21
(13)
(14)
(15)
(16)
(5)
(6)
(7)
(8)
(9)
(10)
Table 3-2 Display component descriptions and part numbers (continued)
Item Component
(2)
(3)
(4)
(11)
(12)
For use in models with an RGB camera and ambient light sensor
For use in models with an RGB camera
For use in models with a microphone module (no camera)
Display panel
Privacy
250 nits, nontouch
250 nits, Touch-on Panel (TOP)
400 nits, FHD
400 nits, UHD
Hinge cover (included in Hinge Kit)
Camera module
RGB camera
IR camera
Camera cable (included in Cable Kit)
WLAN antennas and cables
WWAN antennas and cables
Ambient light sensor
Ambient light sensor board to hub board cable (included in Cable Kit)
Microphone module
Third microphone module
Microphone board cable (included in Cable Kit)
Hub board
For use in models with an RGB camera or microphone module
For use in models with an IR camera
Display cable (included in Display Cable Kit)
Display cable (included in Display Cable Kit)
Hinges (left and right)
Display back cover
Models with 250 nit, Touch-on Panel (TOP)
Models with 400 nit, FHD panel, and no WWAN
Models with 400 nit, FHD panel, and WWAN
Models with 400 nit, UHD panel, and no WWAN
Second ambient light sensor (not illustrated)
22 Chapter 3 Illustrated parts catalog
M07212-001
M05255-001
M07208-001
M07209-001
M05255-001
M07210-001
M07211-001
M07203-001
M05513-001
M05518-001
M05512-001
M14241-001
M14242-001
M14243-001
M07213-001
Spare part number
M05258-001
M05259-001
M05260-001
M14368-001
M05491-001
M05492-001
M05493-001
M05494-001
M05518-001
M07216-001
M08549-001
M05255-001
Table 3-2 Display component descriptions and part numbers (continued)
Item Component
Second ambient light sensor to display panel cable (included in Cable Kit; not illustrated)
Second ambient light sensor to hub board cable (included in Cable Kit; not illustrated)
To identify the Plastics Kit components, use this illustration and table.
Spare part number
M05255-001
M05255-001
(1)
(2)
(3)
(4)
Table 3-3 Plastics Kit component descriptions and part numbers
Item Component
Plastics Kit, includes:
I/O frame
Fingerprint reader insert
SIM card insert
Smart card reader insert
Gasket (not illustrated)
To identify the contents of the Cable Kit, use this table.
Table 3-4 Cable Kit content descriptions and part number
Component
Cable Kit, includes:
Ambient light sensor to hub board cable
Third microphone board to hub board cable
Spare part number
M14239-001
Spare part number
M05255-001
Plastics Kit 23
Table 3-4 Cable Kit content descriptions and part number (continued)
Component
Camera/microphone module to hub board cable
Touchpad cable
Fingerprint reader board cable
NFC module to system board cable
Smart card reader to system board cable
USB board to system board cable
IR camera to hub board cable
Hub board to system board cable
To identify the miscellaneous parts, use this table.
Table 3-5 Miscellaneous part descriptions and part numbers
Component
AC adapters
65 W, nPFC, SMART, 3 pin, 4.5 mm
65 W, nPFC, SMART, 4.5 mm, EM
65 W, nPFC, USB-C, straight, 1.8 m
65 W, nPFC, USB-C, 1.8 m
45 W, nPFC, SMART, RC, 4.5 mm, nonslim
45 W, nPFC, SMART, RC, 4.5 mm, 2 pin
Bracket Kit (includes fingerprint reader bracket, memory cover, and SIM tray)
Screw Kit
Power cord (C7, conventional, 1.0 m)
Japan
Power adapter (C5)
Japan
Power cord (C5, premium, 1.0 m)
Argentina
Australia
Brazil
Denmark
Europe (Austria, Belgium, Finland, France, Germany, the Netherlands, Norway, and Sweden)
India
24 Chapter 3 Illustrated parts catalog
Spare part number
Spare part number
710412-001
913691-850
L04650-850
L67440-001
741727-001
742436-001
M05517-001
M14238-001
L19375-001
226768-001
920689-003
L30769-001
L30770-001
L30771-001
L30772-001
920689-016
Table 3-5 Miscellaneous part descriptions and part numbers (continued)
Component
Israel
Italy
Japan
North America
People's Republic of China
South Africa
South Korea
Switzerland
Taiwan
Thailand
The United Kingdom
Power cord (C5, conventional, 1.0 m)
Argentina
Australia
Brazil
Denmark
Europe (Austria, Belgium, Finland, France, Germany, the Netherlands, Norway, and Sweden)
India
Italy
Japan
North America
People's Republic of China
South Korea
Switzerland
Taiwan
Thailand
The United Kingdom
Spare part number
L30773-001
L30774-001
L30775-001
920689-001
920689-014
L30777-001
L30776-001
L30778-001
L30780-001
L30779-001
L30781-001
L31379-001
L31380-001
L31381-001
L31382-001
L31383-001
L31385-001
L31386-001
L31387-001
L31389-001
L31390-001
L31388-001
L31392-001
L31394-001
L31393-001
L31395-001
Miscellaneous parts 25
Use this information to properly prepare to disassemble and reassemble the computer.
You need the following tools to complete the removal and replacement procedures:
● Tweezers
● Nonconductive, nonmarking pry tool
● Magnetic Phillips P1 screwdriver
The following sections include some of the considerations that you must keep in mind during disassembly and assembly procedures.
NOTE: As you remove each subassembly from the computer, place the subassembly (and all accompanying screws) away from the work area to prevent damage.
Using excessive force during disassembly and reassembly can damage plastic parts.
Handle cables with extreme care to avoid damage.
IMPORTANT: When servicing the computer, be sure that cables are placed in their proper locations during the reassembly process. Improper cable placement can damage the computer.
Apply only the tension required to unseat or seat the cables during removal and insertion. Handle cables by the connector whenever possible. In all cases, avoid bending, twisting, or tearing cables. Be sure that cables are routed so that they cannot be caught or snagged as you remove or replace parts. Handle flex cables with extreme care; these cables tear easily.
Note the following guidelines when handling drives.
26 Chapter 4 Removal and replacement procedures preliminary requirements
IMPORTANT: Drives are fragile components. Handle them with care. To prevent damage to the computer, damage to a drive, or loss of information, observe these precautions:
Before removing or inserting a hard drive, shut down the computer. If you are unsure whether the computer is off or in Hibernation, turn the computer on, and then shut it down through the operating system.
Before handling a drive, be sure that you are discharged of static electricity. While handling a drive, avoid touching the connector.
Handle drives on surfaces covered with at least 2.54 cm (1 inch) of shock-proof foam.
Avoid dropping drives from any height onto any surface.
After removing a hard drive or an optical drive, place it in a static-proof bag.
Avoid exposing an internal hard drive to products that have magnetic fields, such as monitors or speakers.
Avoid exposing a drive to temperature extremes or liquids.
If a drive must be mailed, place the drive in a bubble pack mailer or other suitable form of protective packaging, and label the package “FRAGILE.”
Follow these grounding workstation guidelines:
● Cover the workstation with approved static-shielding material.
● Use a wrist strap connected to a properly grounded work surface and use properly grounded tools and equipment.
● Use conductive field service tools, such as cutters, screw drivers, and vacuums.
● When fixtures must directly contact dissipative surfaces, use fixtures made only of static-safe materials.
● Keep the work area free of nonconductive materials, such as ordinary plastic assembly aids and polystyrene foam.
● Handle ESD-sensitive components, parts, and assemblies by the case or PCM laminate. Handle these items only at static-free workstations.
● Avoid contact with pins, leads, or circuitry.
● Turn off power and input signals before inserting or removing connectors or test equipment.
A sudden discharge of static electricity from your finger or other conductor can destroy static-sensitive devices or microcircuitry. Often the spark is neither felt nor heard, but damage occurs. An electronic device exposed to electrostatic discharge (ESD) might not appear to be affected at all and can work perfectly throughout a normal cycle. The device might function normally for a while, but it has been degraded in the internal layers, reducing its life expectancy.
Networks built into many integrated circuits provide some protection, but in many cases, the discharge contains enough power to alter device parameters or melt silicon junctions.
Electrostatic discharge information 27
IMPORTANT: To prevent damage to the device when you remove or install internal components, observe these precautions:
Keep components in their electrostatic-safe containers until you are ready to install them.
Before touching an electronic component, discharge static electricity by using the guidelines described
Personal grounding methods and equipment on page 29 .
Avoid touching pins, leads, and circuitry. Handle electronic components as little as possible.
If you remove a component, place it in an electrostatic-safe container.
Follow these static electricity guidelines.
● Different activities generate different amounts of static electricity.
● Static electricity increases as humidity decreases.
Table 4-1 Static electricity occurrence based on activity and humidity
Event
Walking across carpet
Walking across vinyl floor
Motions of bench worker
Removing DIPs (dual in-line packages) from plastic tube
Removing DIPs from vinyl tray
Removing DIPs from polystyrene foam
Removing bubble pack from PCB (printed circuit board)
Packing PCBs in foam-lined box
55%
7,500 V
3,000 V
400 V
400 V
2,000 V
3,500 V
7,000 V
5,000 V
Relative humidity
Multiple electric components can be packaged together in plastic tubes, trays, or polystyrene foam.
40%
15,000 V
5,000 V
800 V
700 V
4,000 V
5,000 V
20,000 V
11,000 V
10%
35,000 V
12,000 V
6,000 V
2,000 V
11,500 V
14,500 V
26,500 V
21,000 V
NOTE: As little as 700 V can degrade a product.
Many electronic components are sensitive to ESD. Circuitry design and structure determine the degree of sensitivity. The following packaging and grounding precautions are necessary to prevent static electricity damage to electronic components.
● To avoid hand contact, transport products in static-safe containers such as tubes, bags, or boxes.
● Protect all electrostatic parts and assemblies with conductive or approved containers or packaging.
● Keep electrostatic-sensitive parts in their containers until they arrive at static-free stations.
● Place items on a grounded surface before removing them from their container.
● Always be properly grounded when touching a sensitive component or assembly.
28 Chapter 4 Removal and replacement procedures preliminary requirements
● Avoid contact with pins, leads, or circuitry.
● Place reusable electrostatic-sensitive parts from assemblies in protective packaging or conductive foam.
Using certain equipment can prevent static electricity damage to electronic components.
● Wrist straps are flexible straps with a maximum of 1 MΩ ±10% resistance in the ground cords. To provide proper ground, a strap must be worn snug against bare skin. The ground cord must be connected and fit snugly into the banana plug connector on the grounding mat or workstation.
● Heel straps/Toe straps/Boot straps can be used at standing workstations and are compatible with most types of shoes or boots. On conductive floors or dissipative floor mats, use them on both feet with a maximum of 1 MΩ ±10% resistance between the operator and ground.
Table 4-2 Static shielding protection levels
Static shielding protection levels
Method
Antistatic plastic
Carbon-loaded plastic
Metallized laminate
Voltage
1,500
7,500
15,000
To prevent static damage at the work area, follow these precautions.
● Cover the work surface with approved static-dissipative material. Provide a wrist strap connected to the work surface and properly grounded tools and equipment.
● Use static-dissipative mats, foot straps, or air ionizers to give added protection.
● Handle electrostatic sensitive components, parts, and assemblies by the case or PCB laminate. Handle them only at static-free work areas.
● Turn off power and input signals before inserting and removing connectors or test equipment.
● Use fixtures made of static-safe materials when fixtures must directly contact dissipative surfaces.
● Keep work area free of nonconductive materials such as ordinary plastic assembly aids and polystyrene foam.
● Use field service tools, such as cutters, screwdrivers, and vacuums, that are conductive.
HP recommends certain materials and equipment to prevent static electricity.
● Antistatic tape
● Antistatic smocks, aprons, or sleeve protectors
● Conductive bins and other assembly or soldering aids
● Conductive foam
● Conductive tabletop workstations with ground cord of 1 MΩ ±10% resistance
Electrostatic discharge information 29
● Static-dissipative table or floor mats with hard tie to ground
● Field service kits
● Static awareness labels
● Wrist straps and footwear straps providing 1 MΩ ±10% resistance
● Material handling packages
● Conductive plastic bags
● Conductive plastic tubes
● Conductive tote boxes
● Opaque shielding bags
● Transparent metallized shielding bags
● Transparent shielding tubes
Follow these grounding guidelines when packaging and transporting equipment.
● To avoid hand contact, transport products in static-safe tubes, bags, or boxes.
● Protect ESD-sensitive parts and assemblies with conductive or approved containers or packaging.
● Keep ESD-sensitive parts in their containers until the parts arrive at static-free workstations.
● Place items on a grounded surface before removing items from their containers.
● Always be properly grounded when touching a component or assembly.
● Store reusable ESD-sensitive parts from assemblies in protective packaging or nonconductive foam.
● Use transporters and conveyors made of antistatic belts and roller bushings. Be sure that mechanized equipment used for moving materials is wired to ground and that proper materials are selected to avoid static charging. When grounding is not possible, use an ionizer to dissipate electric charges.
30 Chapter 4 Removal and replacement procedures preliminary requirements
This chapter provides removal and replacement procedures for Customer Self-Repair parts.
NOTE: The Customer Self-Repair program is not available in all locations. Installing a part that is not supported by the Customer Self-Repair program can void your warranty. Check your warranty to determine whether Customer Self-Repair is supported in your location.
To remove and replace computer components, use these procedures.
NOTE: Details about your computer, including model, serial number, product key, and length of warranty, are on the service tag at the bottom of your computer.
NOTE: HP continually improves and changes product parts. For complete and current information about supported parts for your computer, go to http://partsurfer.hp.com
, select your country or region, and then follow the on-screen instructions.
You must remove, replace, or loosen as many as 8 screws when you service Customer Self-Repair parts. Make special note of each screw size and location during removal and replacement.
To prepare to disassemble the computer, use these steps.
See
Removal and replacement procedures preliminary requirements on page 26
for initial safety procedures.
1.
Turn off the computer. If you are unsure whether the computer is off or in Hibernation, turn the computer on, and then shut it down through the operating system.
2.
Disconnect the power from the computer by unplugging the power cord from the computer.
3.
Disconnect all external devices from the computer.
To remove the bottom cover, use this procedure and illustration.
Table 5-1 Bottom cover description and part number
Description
Bottom cover for use in models with discrete graphics memory
Bottom cover for use in models with UMA graphics memory
Spare part number
M05511-001
M14240-001
).
Remove the bottom cover:
31
1.
Loosen the five captive Phillips screws that secure the bottom cover to the computer.
2.
Starting near the hinges, use a nonmarking, nonconductive tool to release the edges of the bottom cover from the computer (1).
3.
Remove the bottom cover from the computer (2).
To replace the bottom cover, reverse the removal procedures.
To remove the memory modules, use this procedure and illustration.
Table 5-2 Memory module descriptions and part numbers
Description
32 GB, DDR4-2666
16 GB, DDR4-2666
8 GB, DDR4-2666
Memory module cover (included in Bracket Kit)
32 Chapter 5 Removal and replacement procedures for Customer Self-Repair parts
Spare part number
L50384-002
937438-852
937236-852
M05517-001
Before removing the memory, follow these steps:
1.
Prepare the computer for disassembly (
Preparation for disassembly on page 31
).
2.
Remove the bottom cover ( Bottom cover on page 31 ).
3.
Disconnect the battery cable from the system board (see Battery on page 41 ).
If you are replacing a memory module, remove the existing memory module:
1.
Use the tab (1) to lift the cover off the memory modules (2). The cover is held in place by clips on the system board.
Component replacement procedures 33
2.
Spread the two retention clips outward (1) until the memory module tilts up at a 45° angle, and then remove the module (2). Use the same procedure to remove all memory modules.
IMPORTANT: To prevent damage to the memory module, hold the memory module by the edges only.
Do not touch the components on the memory module.
To protect a memory module after removal, place it in an electrostatic-safe container.
To install a memory module:
1.
Align the notched edge of the module with the tab in the slot (1), and then press the module into the slot at an angle until it is seated (2).
2.
Press down on the module until the side retention clips snap into place (3).
34 Chapter 5 Removal and replacement procedures for Customer Self-Repair parts
3.
Replace the cover by inserting the edges of the cover into the clips on the system board that surround the memory modules (1).
To remove the WLAN module, use this procedure and illustration.
Table 5-3 WLAN module descriptions and part numbers
Description
Intel Wi-Fi 6 AX201 + Bluetooth 5 (802.11ax 2 × 2, vPro)
Intel Wi-Fi 6 AX201 + Bluetooth 5 (802.11ax 2 × 2, non-vPro)
Spare part number
L57248-002
L57250-002
IMPORTANT: To prevent an unresponsive system, replace the wireless module only with a wireless module authorized for use in the computer by the governmental agency that regulates wireless devices in your country or region. If you replace the module and then receive a warning message, remove the module to restore device functionality, and then contact technical support.
Before removing the WLAN module, follow these steps:
1.
Prepare the computer for disassembly (
Preparation for disassembly on page 31
).
2.
Remove the bottom cover ( Bottom cover on page 31 ).
3.
Disconnect the battery cable from the system board (see Battery on page 41 ).
Remove the WLAN module:
1.
Carefully disconnect the two antenna cables from the module (1).
Component replacement procedures 35
2.
Remove the Phillips M2.0 × 2.5 screw (2), and then remove the WLAN module (3).
NOTE: Models have either one or two WLAN antennas. On models with two antennas, the #1 white
WLAN antenna cable connects to the WLAN module #1 Main terminal. The #2 black WLAN antenna cable connects to the WLAN module #1 Aux terminal.
3.
If the WLAN antenna is not connected to the terminal on the WLAN module, install a protective sleeve on the antenna connector, as shown in the following illustration.
Reverse this procedure to install the WLAN module.
36 Chapter 5 Removal and replacement procedures for Customer Self-Repair parts
To remove the WWAN module, use this procedure and illustration.
Table 5-4 WWAN module descriptions and part numbers
Description
Intel XMM 7560 LTE-Advanced Pro (Cat16)
Intel XMM 7360 LTE-Advanced (Cat 9)
Spare part number
L40752-002
L70670-002
IMPORTANT: To prevent an unresponsive system, replace the wireless module only with a wireless module authorized for use in the computer by the governmental agency that regulates wireless devices in your country or region. If you replace the module and then receive a warning message, remove the module to restore device functionality, and then contact technical support.
Before removing the WWAN module, follow these steps:
1.
Prepare the computer for disassembly (
Preparation for disassembly on page 31
).
2.
Remove the bottom cover ( Bottom cover on page 31 ).
3.
Disconnect the battery cable from the system board (see Battery on page 41 ).
Remove the WWAN module:
1.
Disconnect the WWAN antenna cables (1) from the terminals on the WWAN module.
2.
Remove the Phillips M2.0 × 2.0 screw (2) that secures the WWAN module to the bottom cover. (The
WWAN module tilts up.)
Component replacement procedures 37
3.
Remove the WWAN module (3) by pulling the module away from the slot at an angle.
NOTE: When viewed with the antenna terminals at the top of the module, the white WWAN antenna cables connects to the terminal to the left of the black WWAN antenna cables.
4.
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.
38 Chapter 5 Removal and replacement procedures for Customer Self-Repair parts
To remove the M.2 solid-state drive, use this procedure and illustration.
Table 5-5 Solid-state drive descriptions and part numbers
Description
2 TB, PCIe, TLC
1 TB, PCIe, TLC
512 GB, PCIe, TLC
512 GB, PCIe, TLC, self-encrypting drive (SED)
512 GB, PCIe + 32 GB Optane memory
256 GB, PCIe, TLC
256 GB, PCIe, TLC, self-encrypting drive (SED)
256 GB, PCIe, value
256 GB, PCIe + 16 GB Optane memory
128 GB, SATA-3, TLC
Before removing the solid-state drive, follow these steps:
1.
Prepare the computer for disassembly (
Preparation for disassembly on page 31
).
2.
Remove the bottom cover ( Bottom cover on page 31 ).
3.
Disconnect the battery cable from the system board (see Battery on page 41 ).
Remove the solid-state drive:
1.
Remove the Phillips M2.0 × 2.5 screw (1) that secures the drive to the computer.
2.
Pull the drive away from the socket to remove it (2).
Spare part number
L85358-002
L85348-002
L85360-002
L85368-002
L85366-002
L85350-002
M07245-002
L85354-002
L85356-002
L85346-002
To install the solid-state drive, reverse the removal procedures.
Component replacement procedures 39
NOTE: Solid-state drives are designed with a notch to prevent incorrect insertion.
40 Chapter 5 Removal and replacement procedures for Customer Self-Repair parts
This chapter provides removal and replacement procedures for authorized service provider parts.
IMPORTANT: Components described in this chapter should be accessed only by an authorized service provider. Accessing these parts can damage the computer or void the warranty.
NOTE: Details about your computer, including model, serial number, product key, and length of warranty, are on the service tag at the bottom of your computer.
To remove and replace computer components, use these procedures.
NOTE: HP continually improves and changes product parts. For complete and current information about supported parts for your computer, go to http://partsurfer.hp.com
, select your country or region, and then follow the on-screen instructions.
You must remove, replace, or loosen as many as 50 screws when you service the parts described in this chapter. Make special note of each screw size and location during removal and replacement.
To remove and replace computer components, use these procedures.
See
Removal and replacement procedures preliminary requirements on page 26
for initial safety procedures.
1.
Turn off the computer. If you are unsure whether the computer is off or in Hibernation, turn the computer on, and then shut it down through the operating system.
2.
Disconnect the power from the computer by unplugging the power cord from the computer.
3.
Disconnect all external devices from the computer.
To remove the battery, use this procedure and illustration.
Table 6-1 Battery description and part number
Description
Battery, 3 cell, 56 Whr
Spare part number
L77991-002
41
WARNING!
To avoid personal injury and damage to the product:
● Do not puncture, twist, or crack the battery.
● Do not cause an external puncture or rupture to the battery. They can cause a short inside the battery, which can result in battery thermal runaway.
● Do not handle or touch the battery enclosure with sharp objects such as tweezers or pliers, which might puncture the battery.
● Do not compress or squeeze the battery case with tools or heavy objects stacked on top of the case.
These actions can apply undue force on the battery.
● Do not touch the connectors with any metallic surface or object, such as metal tools, screws, or coins, which can cause shorting across the connectors.
Before removing the battery, follow these steps:
1.
Prepare the computer for disassembly ( Preparation for disassembly on page 31 ).
2.
Remove the bottom cover (
).
WARNING!
To reduce potential safety issues, use only the user-replaceable battery provided with the computer, a replacement battery provided by HP, or a compatible battery purchased from HP.
IMPORTANT: Removing a battery that is the sole power source for the computer can cause loss of information. To prevent loss of information, save your work or shut down the computer through Windows before you remove the battery.
Remove the battery:
1.
Disconnect the battery cable from the system board (1).
2.
Remove the four Phillips M2.0 × 4.0 screws (2) that secure the battery to the computer.
3.
Remove the battery from the computer (3).
To insert the battery, reverse the removal procedures.
42 Chapter 6 Removal and replacement procedures for authorized service provider parts
To remove the RTC battery, use this procedure and illustration.
Table 6-2 RTC battery description and part number
Description
RTC battery
Before removing the RTC battery, follow these steps:
1.
Prepare the computer for disassembly (
Preparation for disassembly on page 31
).
2.
Remove the bottom cover ( Bottom cover on page 31 ).
3.
Disconnect the battery cable from the system board (see Battery on page 41 ).
4.
Remove the solid-state drive to the left of the battery ( Solid-state drive on page 39
).
Remove the RTC battery:
1.
Disconnect the battery cable from the system board (1).
2.
Use a tool (2) to release the battery from the computer (3).
Spare part number
L17255-001
Reverse this procedure to install the RTC battery.
To remove the card reader board, use this procedure and illustration.
Table 6-3 Card reader board description and part number
Description
Card reader board
Card reader board cable (included in Cable Kit)
Before removing the card reader board, follow these steps:
Spare part number
M07105-001
M05255-001
Component replacement procedures 43
1.
Prepare the computer for disassembly ( Preparation for disassembly on page 31 ).
2.
Remove the bottom cover (
).
3.
Remove the battery (see
).
Remove the card reader board:
1.
Disconnect the cable from the reverse ZIF connector on the card reader board (1).
2.
Peel the cable off the card reader board (2).
3.
Remove the three Phillips M2.0 × 2.0 screws (3) that secure the board to the computer.
4.
Remove the board from the computer (4).
Reverse this procedure to install the card reader board.
To remove the power connector cable, use this procedure and illustration.
Table 6-4 Power connector cable description and part number
Description
Power connector cable
Spare part number
M15626-001
Before removing the power connector cable, follow these steps:
1.
Prepare the computer for disassembly ( Preparation for disassembly on page 31 ).
2.
Remove the bottom cover (
).
3.
Disconnect the battery cable from the system board (see
).
Remove the power connector cable:
1.
Disconnect the cable from the system board (1), and then remove the cable from the clip (2).
2.
Remove the Phillips M2.0 × 4.0 screw (3) that secures the power connector cable to the computer.
44 Chapter 6 Removal and replacement procedures for authorized service provider parts
3.
Remove the power connector cable from the computer (4).
Reverse this procedure to install the power connector cable.
To remove the USB board, use this procedure and illustration.
Table 6-5 USB board description and part number
Description
USB board
USB board cable (included in Cable Kit)
USB bracket (included in Bracket Kit)
Spare part number
M05266-001
M05255-001
M05264-001
Before removing the USB board, follow these steps:
1.
Prepare the computer for disassembly (
Preparation for disassembly on page 31
).
2.
Remove the bottom cover ( Bottom cover on page 31 ).
3.
Disconnect the battery cable from the system board (see Battery on page 41 ).
Remove the USB board:
1.
Disconnect the cable from the ZIF connector on the USB board (1).
2.
Remove the three Phillips M2.0 × 4.0 screws (2) that secure the board to the computer, and then remove the bracket from the board (3).
Component replacement procedures 45
3.
Remove the board from the computer (4).
Reverse this procedure to install the USB board.
To remove the fingerprint reader board, use this procedure and illustration.
Table 6-6 Fingerprint reader board description and part number
Description
Fingerprint reader board
Fingerprint reader board cable (included in Cable Kit)
Fingerprint reader board bracket (included in Bracket Kit)
Spare part number
M07151-001
M05255-001
M05517-001
Before removing the fingerprint reader board, follow these steps:
1.
Prepare the computer for disassembly ( Preparation for disassembly on page 31 ).
2.
Remove the bottom cover (
).
3.
Disconnect the battery cable from the system board (see
).
4.
Remove the solid-state drive to the left of the battery (
Solid-state drive on page 39 ).
Remove the fingerprint reader board:
1.
Remove the Phillips M2.0 × 2.0 screw (1) that secures the fingerprint reader bracket to the computer, and then remove the bracket (2).
2.
Disconnect the cable from the ZIF connector on the fingerprint reader board (3).
46 Chapter 6 Removal and replacement procedures for authorized service provider parts
3.
Remove the fingerprint reader board from the computer (4).
Reverse this procedure to install the fingerprint reader board.
To remove the touchpad, use this procedure and illustration.
Table 6-7 Touchpad description and part number
Description
Touchpad button board
Touchpad
Touchpad with NFC antenna
Touchpad cable (included in Cable Kit)
Before removing the touchpad, follow these steps:
1.
Prepare the computer for disassembly (
Preparation for disassembly on page 31
).
2.
Remove the bottom cover ( Bottom cover on page 31 ).
3.
Remove the battery (see Battery on page 41 ).
Remove the touchpad:
1.
Disconnect the system board cable from the ZIF connector on the touchpad (1).
2.
Disconnect the touchpad button board cable from the ZIF connector on the touchpad (2).
3.
Remove the four Phillips M1.6 × 1.8 screws (3) that secure the touchpad to the computer.
Spare part number
M05519-001
M05520-001
M05521-001
M05255-001
Component replacement procedures 47
4.
Remove the touchpad button board from the computer (4).
5.
Disconnect the cable from the reverse ZIF connector on the NFC module (1).
6.
Disconnect the system board cable from the ZIF connector on the touchpad (2).
7.
Disconnect the middle system board cable from the ZIF connector on the touchpad (3).
8.
Disconnect the touchpad button board cable from the ZIF connector on the touchpad (4).
9.
Remove the five Phillips M1.6 × 1.8 screws (5) that secure the touchpad to the computer.
10.
Remove the touchpad from the computer (6).
48 Chapter 6 Removal and replacement procedures for authorized service provider parts
Reverse this procedure to install the touchpad.
To remove the NFC module, use this procedure and illustration.
Table 6-8 NFC module description and part number
Description
NFC module
NFC module cable (included in Cable Kit)
Spare part number
M07214-001
M05255-001
Before removing the NFC module, follow these steps:
1.
Prepare the computer for disassembly (
Preparation for disassembly on page 31
).
2.
Remove the bottom cover ( Bottom cover on page 31 ).
3.
Remove the battery (see Battery on page 41 ).
Remove the NFC module:
1.
Disconnect the system board cable from the ZIF connector on the NFC module (1).
2.
Disconnect the touchpad cable from the reverse ZIF connector on the NFC module (2).
3.
Use a tool to release the module (3), and then remove the module from the computer (4). The module is secured with adhesive.
Reverse this procedure to install the NFC module.
To remove the fan, use this procedure and illustration.
Component replacement procedures 49
Table 6-9 Fan description and part number
Description
Fan assembly
Spare part number
M05261-001
Before removing the fan, follow these steps:
1.
Prepare the computer for disassembly ( Preparation for disassembly on page 31 ).
2.
Remove the bottom cover (
).
3.
Disconnect the battery cable from the system board (see
).
Remove the fan assembly:
1.
Remove the speaker cable from the clips on the left side of the fan (1).
2.
Remove display cable and the WLAN antenna cables from the clips on the right side of the fan (2).
3.
Disconnect the fan cable from the system board (3).
4.
Loosen the two Phillips captive screws (4) that secure the fan to the computer, and then remove the fan from the computer (5).
Reverse this procedure to install the fan assembly.
To remove the heat sink, use these procedures and illustrations.
Table 6-10 Heat sink descriptions and part numbers
Description
Heat sink for use in models with discrete graphics memory
Heat sink for use in models with UMA graphics memory
Before removing the heat sink, follow these steps:
50 Chapter 6 Removal and replacement procedures for authorized service provider parts
Spare part number
M05263-001
M05262-001
1.
Prepare the computer for disassembly (
Preparation for disassembly on page 31
).
2.
Remove the bottom cover ( Bottom cover on page 31 ).
3.
Disconnect the battery cable from the system board (see Battery on page 41 ).
Remove the heat sink:
1.
To remove the heat sink on models with UMA graphics memory: a.
In the order indicated on the heat sink, loosen the four captive Phillips screws (1) that secure the heat sink to the computer.
b.
Remove the heat sink from the computer (2).
Component replacement procedures 51
c.
Thoroughly clean the thermal material from the surfaces of the heat sink and the system board components each time the heat sink is removed. Replacement thermal material is included with the heat sink and system board spare part kits. The following illustration shows the replacement thermal material locations.
Thermal material is used on the system board component (1) and on the heat sink area (2) that services it.
2.
To remove the heat sink on models with discrete graphics memory: a.
In the order indicated on the heat sink, loosen the six captive Phillips screws (1) that secure the heat sink to the computer.
b.
Remove the heat sink from the computer (2).
52 Chapter 6 Removal and replacement procedures for authorized service provider parts
c.
Thoroughly clean the thermal material from the surfaces of the heat sink and the system board components each time the heat sink is removed. Replacement thermal material is included with the heat sink and system board spare part kits. The following illustration shows the replacement thermal material locations.
Thermal material is used on the system board components (1) (3) (5) and on the heat sink areas
(2) (4) (6) that service them.
Reverse this procedure to install the heat sink.
To remove the system board, use these procedures and illustrations.
Table 6-11 System board descriptions and part numbers
Description
System board (includes processor):
All system boards use the following part numbers: xxxxxx-001: Non-Windows operating system xxxxxx-601: Windows 10 operating system
Models with discrete graphics memory:
● Intel Core i7-10810 processor (OSR)
● Intel Core i7-10810 processor
● Intel Core i7-10610 processor
● Intel Core i7-10610 processor (OSR)
● Intel Core i7-10510 processor
● Intel Core i5-10310 processor
● Intel Core i5-10310 processor (OSR)
Spare part number
M05502-xx1
M05501-xx1
M05499-xx1
M05500-xx1
M05496-xx1
M05497-xx1
M05498-xx1
Component replacement procedures 53
Table 6-11 System board descriptions and part numbers (continued)
Description
● Intel Core i5-10210 processor
For use in models with UMA graphics memory:
● Intel Core i7-10810 processor
● Intel Core i7-10810 processor (OSR)
● Intel Core i7-10710 processor
● Intel Core i7-10610 processor
● Intel Core i7-10610 processor (OSR)
● Intel Core i5-10210 processor
● Intel Core i5-10310 processor
● Intel Core i5-10310 processor (OSR)
● Intel Core i5-10210 processor
Before removing the system board, follow these steps:
1.
Prepare the computer for disassembly ( Preparation for disassembly on page 31 ).
2.
Remove the bottom cover (
).
3.
Remove the battery (see
).
4.
Remove the fan (see Fan on page 49 ).
When you replace the system board, be sure to remove the following components (as applicable) from the defective system board and install them on the replacement system board:
● Memory modules (see
● WLAN module (see
).
●
WWAN module (see WWAN module on page 37 ).
● Solid-state drive (see
).
● Heat sink (see
Remove the system board:
1.
Disconnect the following cables from the system board:
● Antenna cables from the WWAN module (select products only) (1)
● Power connector cable (2)
● Camera cable (3)
● Speaker cable (4)
● USB cable (ZIF) (5)
● Display cable (6)
● Card reader cable (ZIF) (7)
Spare part number
M05495-xx1
M05509-xx1
M05252-xx1
M14258-xx1
M05250-xx1
M05251-xx1
M05247-xx1
M05248-xx1
M05249-xx1
M05246-xx1
54 Chapter 6 Removal and replacement procedures for authorized service provider parts
● Antenna cables from the WLAN module (8)
● Touchpad cable (ZIF) (9)
● Keyboard backlight cable (ZIF) (select products only) (10)
● NFC module cable (ZIF) (select products only) (11)
● Keyboard cable (ZIF) (12)
● Fingerprint reader cable (ZIF) (select products only) (13)
● RTC battery cable (14)
2.
Remove the four Phillips M2.0 × 4.0 screws (1) that secure the brackets to the system board, and then remove the plastic (2) and metal (3) brackets.
The plastic bracket is available in the Plastics Kit as spare part number M16739-001. The metal bracket is available in the Bracket Kit as spare part number M05264-001.
Component replacement procedures 55
3.
Remove the five Phillips M2.0 × 4.0 screws (1) that secure the system board to the computer.
4.
Remove the SIM card insert from the computer (2).
5.
Lift the side of the system board upward (1), and then pull the system board away from the connectors on the side of the computer to remove it (2).
Reverse this procedure to install the system board.
To remove the speakers, use this procedure and illustration.
Table 6-12 Speaker description and part number
Description
Speaker Kit
56 Chapter 6 Removal and replacement procedures for authorized service provider parts
Spare part number
M05268-001
Before removing the speakers, follow these steps:
1.
Prepare the computer for disassembly (
Preparation for disassembly on page 31
).
2.
Remove the bottom cover ( Bottom cover on page 31 ).
3.
Remove the battery (see Battery on page 41 ).
4.
Remove the system board (see System board on page 53 ).
Remove the speakers:
▲ Remove the speakers from the computer (1) . For reinstallation, be sure that the rubber grommets are properly installed in the speakers (2).
Reverse this procedure to install the speakers.
To remove and disassemble the display assembly, use these procedures and illustrations.
Full hinge-up displays are not available as spare parts. Spare parts for displays are available only at the subcomponent level.
Before removing the display panel, follow these steps:
1.
Prepare the computer for disassembly (
Preparation for disassembly on page 31
).
2.
Remove the bottom cover ( Bottom cover on page 31 ).
3.
Disconnect the battery cable from the system board (see Battery on page 41 ).
4.
Remove the power connector cable ( Power connector cable on page 44
).
Remove the display assembly:
1.
Disconnect the antenna cables from the WWAN module (1), and then disconnect the display cable (2).
2.
Remove the cables from the clip (3).
3.
Disconnect the antenna cables from the WLAN module (4) and then disconnect the left display cable (5).
Component replacement procedures 57
4.
Remove the cables from the clips along the side of the fan (6).
5.
Remove the six Phillips M2.5 × 4.0 screws (1) that secure the display assembly to the computer.
6.
Rotate the display to open the hinges (2).
7.
Separate the display assembly from the computer (3).
8.
If you need to replace display assembly subcomponents:
58 Chapter 6 Removal and replacement procedures for authorized service provider parts
a.
Release the bezel by flexing and lifting the bottom (1), left and right sides (2), and top (3).
b.
Remove the bezel from the display (4).
Bezels are available as the following spare part numbers:
● M05256-001: IR camera and ambient light sensor
● M05257-001: IR camera
● M05258-001: RGB camera and ambient light sensor
● M05259-001: RGB camera
● M05260-001: Microphone module only (no camera module)
9.
If you need to remove the hinge cover from the display enclosure: a.
Remove the Phillips M1.6 × 3.0 screw (1) that secures the hinge cover to the display.
b.
Slide the hinge cover toward the right (2).
c.
Rotate the bottom of the hinge cover up, and then remove it from the display (3).
The hinge cover is available in the Hinge Kit as spare part number M05265-001.
Component replacement procedures 59
10.
If you need to remove the hinges from the display enclosure: a.
Remove the three Phillips M2.0 × 10.0 screws (1) from each hinge.
b.
Remove the hinges from the display (2).
The hinges are available in the Hinge Kit as spare part number M05518-001.
11.
If you need to remove the display panel: a.
The display panel is secured to the display enclosure with tape that is installed under the left and right sides of the panel. To remove the panel, use tweezers to grasp the end of the tape (1). While turning the tweezers, wrap the tape around the tweezers (2) as you continue to pull the tape out from behind the display panel (3). You must pull the tape multiple times before it is completely removed.
60 Chapter 6 Removal and replacement procedures for authorized service provider parts
b.
Rotate the display panel over and place it next to the display enclosure (4).
Display panels are available as the following spare part numbers:
M05491-001: 250 nit, nontouch panel
M05492-001: 250 nit, Touch-on Panel (TOP)
M05493-001: 400 nit, FHD panel
M05494-001: 400 nit, UHD panel
M14368-001: Privacy panel c.
Lift the tape from the connector on the display panel (1), rotate the locking lever (2), and then disconnect the cable from the panel (3).
Component replacement procedures 61
d.
Remove the panel (4).
12.
When replacing the display panel, follow these steps:
IMPORTANT: Before installing the display panel, be sure to install the display cable to the back of the panel.
a.
Peel the protective layer from the bottom of the adhesive strips (1).
b.
Starting near the bottom of the inside of the display back cover (2), install the adhesive strips by aligning them with the groove on the edge of cover (3).
c.
Peel the protective layer from the top of the adhesive strips (4).
d.
Install the alignment tools onto the upper left and right corners of the display rear cover (5).
62 Chapter 6 Removal and replacement procedures for authorized service provider parts
e.
Insert the top of the panel into the top of the display rear cover (6), and then rotate the panel into place (7). Be sure that the upper corners of the panel are positioned up against the insides of the alignment tools.
f.
Remove the alignment tool.
g.
Replace the bezel by pressing along the bottom, sides, and then top of the bezel to snap it into place.
Component replacement procedures 63
h.
Install temporary rubber spacer strips on the left and right sides of the bezel (1), and hten close the display (2).
i.
Position the computer upside down on a table.
j.
Leave the computer upside down on the table for 20 minutes to allow the adhesive to set.
k.
Position the computer upright on a table.
64 Chapter 6 Removal and replacement procedures for authorized service provider parts
l.
Leave the computer upright on the table for 10 minutes to be sure the panel sits correctly in the display.
m. Open the display and remove rubber spacer strips.
13.
If you need to remove the hub board from the display: a.
Disconnect the display cable from the ZIF connector (1) on the hub board.
b.
Disconnect the camera cable from the ZIF connector (2) on the hub board.
c.
Disconnect the smaller cables from the reverse ZIF connectors on the hub board (3) (4).
d.
Use a tool (5) to release the board from the display rear cover (6).
The hub board is available as spare part number M07211-001 in models with an IR camera and
M07210-001 in models with an RGB camera or microphone module.
Component replacement procedures 65
14.
If you need to remove the ambient light sensor from the display, disconnect the cable from the reverse
ZIF connector on the board (1), and then use a tool (2) to release the sensor from the computer (3).
The ambient light sensor is available as spare part number M07212-001.
15.
If you need to remove the second ambient light sensor from the display, disconnect the cables from the
ZIF connectors on the board (1), and then remove the sensor from the computer (2).
The second ambient light sensor is available as spare part number M07213-001.
66 Chapter 6 Removal and replacement procedures for authorized service provider parts
16.
If you need to remove the microphone board from the display, disconnect the cable from the reverse ZIF connector on the board (1), and then use a tool (2) to release the board from the computer (3).
The microphone board is available as spare part number M07208-001 and M07209-001 for the rearfacing third microphone.
17.
If you need to remove the camera module:
▲ Use a tool (1) to lift up evenly across the module and peel the module up from the display back cover (2), and then disconnect the cable from the reverse ZIF connector on the module (3). The camera module is available as spare part number M07216-001 for RGB cameras and M08549-001 for IR cameras.
NOTE: For installation, note that the cable routes under the camera module before it connects to the module.
Component replacement procedures 67
18.
If you need to remove the display cable, disconnect the cable from the ZIF connector on the hub board
(1), remove the cable from the clips at the bottom of the display back cover (2), and then remove the cable (3).
The display panel cable is available as spare part number M05513-001.
19.
If you need to remove the camera cable, disconnect the cable from the ZIF connector on the hub board
(1), and then peel the cable off the inside of the display back cover to remove it (2).
The camera cable is available in the Cable Kit as spare part number M05255-001.
68 Chapter 6 Removal and replacement procedures for authorized service provider parts
20.
If you need to remove the WLAN antenna cables, peel the antennas off the inside of the display back cover (1), remove the cables from the clips at the bottom of the cover (2), (3), and then remove the antennas and cables (4).
21.
If you need to remove the WWAN antenna cables, peel the antennas off the inside of the display back cover (1), remove the cables from the clips in the back (2) and near the hinge on the display back cover
(3), and then remove the antennas and cables (4).
Component replacement procedures 69
22.
If you need to remove the ambient light sensor cable, disconnect the cable from the ZIF connectors on the ambient light sensor board (1) and hub board (2), and then peel the cable off the inside of the display back cover to remove it (3).
The ambient light sensor cable is available in the Cable Kit as spare part number M05255-001.
70 Chapter 6 Removal and replacement procedures for authorized service provider parts
23.
If you need to remove the second ambient light sensor cables, disconnect the cable from the ZIF connectors on the second ambient light sensor (1) and hub board (2), and then peel the cables off the inside of the display back cover to remove them (3).
The second ambient light sensor cable is available in the Cable Kit as spare part number M05255-001.
Display back covers are available as the following spare part numbers:
M05512-001: Models with 250 nit, Touch-on Panel (TOP)
M14241-001: Models with 400 nit panel, without WWAN
M14242-001: Models with 400 nit FHD panel, with WWAN
M14243-001: Models with 400 nit UHD panel, without WWAN
24.
Use the following illustration to determine proper cable routing. The WWAN antenna cables and display cable route through the right hinge (1). The WLAN antenna cables and display cable route through the left hinge (2).
Component replacement procedures 71
Reverse this procedure to reassemble and replace the display assembly.
The top cover with keyboard remains after removing all other spare parts from the computer. In this section, the first table provides the main spare part number for the top cover/keyboards. The second table provides the country codes.
Table 6-13 Keyboard with top cover descriptions and part numbers
Description Spare part number
Keyboard with top cover, backlit
Keyboard with top cover, not backlit
Keyboard with top cover, backlit, for use in privacy models
M07494-xx1
M07496-xx1
M07495-xx1
Table 6-14 Spare part country codes
For use in country or region
Spare part number
Belgium
Brazil
Bulgaria
Chile
Czech Republic/Slovakia
Denmark
Denmark, Finland, and
Norway
French Canada
Finland/Sweden
France
Germany
Greece
-DB1
-B71
-051
-041
-151
-A41
-201
-261
-161
-FL1
-081
-DH1
For use in country or region
Hungary
Iceland
India
Israel
Italy
Japan
The Netherlands
Northern Africa
Norway
Portugal
Romania
Russia
-FP1
-091
-131
-271
-251
Spare part number
-211
-DD1
-D61
-BB1
-061
-291
-B31
For use in country or region
Saudi Arabia
Slovenia
South Korea
Spain
Switzerland
Taiwan
Thailand
Turkey
Turkey-F
Ukraine
United Kingdom
United States
-141
-541
-BD1
-031
-001
Spare part number
-171
-BA1
-AD1
-071
-BG1
-AB1
-281
72 Chapter 6 Removal and replacement procedures for authorized service provider parts
This chapter primarily focuses on troubleshooting HP Mobile Workstations. The information is provided so that you can solve problems yourself or at least narrow down the number of possible causes.
Based on some of the most common symptoms, this chapter identifies logical steps and available resources or tools for resolving an issue. HP recommends that you follow the instructions carefully, observe safety precautions, and note any observations or results. Capturing this information can help identify and resolve the problem more quickly.
WARNING!
To reduce the risk of electric shock or damage to the equipment:
● Do not disable the power cord grounding plug. The grounding plug is an important safety feature.
● Plug the power cord into a grounded (earthed) outlet that is easily accessible at all times.
● Disconnect power from the equipment by unplugging the power cord from the AC outlet.
● Before disassembling notebooks, always disconnect power and remove the battery.
IMPORTANT: Static electricity can damage the electronic components of the computer. To prevent damage to the computer, carefully observe the electrostatic discharge precautions.
● Discharge static electricity by briefly touching a grounded metal object before you begin.
● Work on a static-free mat.
● Wear a static strap to ensure that any accumulated electrostatic charge is discharged from your body to the ground.
● Create a common ground for the equipment that you are working on by connecting the static-free mat, static strap, and peripheral units to that piece of equipment.
●
For more information, see Electrostatic discharge information on page 27 .
IMPORTANT: The computer includes customer self-repair parts and parts that should be accessed only by an authorized service provider. Accessing parts described in the chapter titled "Removal and replacement procedures for authorized service provider only parts" can damage the computer or void the computer warranty.
Use this table to locate troubleshooting resources.
Table 7-1 Troubleshooting resources and their descriptions
HP Resource Tool Description
HP Elite Support
HP Customer Support
Subscribers Choice
HP Support Forums
Link
Provides live HP Premium support (available 24/7) to
Elite computers.
http://www8.hp.com/us/en/ads/eliteproducts/overview.html
Provides important support, such as warranty, support cases, drivers, Customer Advisories,
Customer and Security Bulletins, and Product Change
Notices.
https://support.hp.com/us-en/contact-hp
Allows you to sign up for HP product updates.
Provide discussions about HP products and issues.
http://www8.hp.com/us/en/subscribe/ http://h30434.www3.hp.com/psg/
73
Table 7-1 Troubleshooting resources and their descriptions (continued)
HP Resource Tool
Service Access Workbench (SAW)
(available for technicians and
Business Partners only)
Vendors’ web sites
Description Link
Provides navigable content intended for use by internal and outsourced call center staff and can be a resource for support and product division professionals.
http://sawpro.atlanta.hp.com/km/saw/ home.do
Provide additional information for associated components such as Intel (processor, WLAN),
Microsoft (Windows 7, 8, 10), AMD®/NVIDIA® (GPU), and so on.
http://www.intel.com/ content/www/us/en/homepage.html
http://www.amd.com
http://www.nvidia.com
This section helps you become familiar with troubleshooting methodology and efficiently resolve problems.
Proceed through the steps in the following table until the issue is resolved, and then move on to the next step that is relevant to the issue. For example, if you resolve a memory issue using the HP PC Diagnostics (UEFI) tool in step 6, you can then move on to step 10 to reseat the memory into its memory slot.
NOTE: You can ignore troubleshooting steps that do not apply to your issue.
Table 7-2 Troubleshooting methodology and general troubleshooting steps
Identify issue Analyze issue Resolve issue
1. Understand the issue on page 74
2. Examine the environment on page 77
5. Remove or uninstall recently added hardware, software on page 78
6. HP Hardware Diagnostics and
3. Perform a visual inspection of hardware on page 77
4. Update BIOS and drivers on page 77
7. Status lights, blinking light codes, troubleshooting lights, and POST error messages on page 80
9. Soft reset (Default Settings) on page 84
10. Reseat cables and connections on page 84
11. Test with minimum configuration on page 85
12. Test with verified working configuration (hardware or operating system) on page 86
13. Replace the system board on page 86
Verify solution
Use these guidelines to correctly determine the problem.
It is important to understand the issue that occurred, including related symptoms. It helps to understand the basic computer boot-up sequence as well as the failure itself.
Boot up sequence
The computer performs several steps after you press the power button or restart the computer.
74 Chapter 7 Troubleshooting guide
It is important to understand where in the boot-up sequence the symptoms occur. The following table lists the phases of the boot-up sequence and explains the symptoms that may occur in each phase. For example, a blue screen error (BSOD) often occurs during the performance phase.
Table 7-3 Boot-up sequence and associated failures
Item Procedure
Startup
POST (UEFI/BIOS)
Performance
(operating system)
After you press the power button, the computer boots after all internal power rails (such as 5 V, 3.3 V) are stable.
Confirm that power lights are on and fan is spinning.
Next step: If the computer experiences a startup issue, see “Verify Power Good (Troubleshooting) lights” in
.
Common issues: all lights are off; troubleshooting lights are on; computer does not boot; video is absent.
Power-On Self-Test (POST) verifies that hardware components (such as processor, hard drive, memory) are functional. When POST is complete, the HP logo appears briefly and then disappears.
If there are errors, the computer may exhibit blinking lights and POST error messages, and so on.
Common issues: lights blink; error message appears; system hangs (lock up or freezes)
System boots to operating system, and Windows logo screen appears.
Common issues: hangs, blue screen, distorted video, driver conflict, slow performance, display issue (dead pixel), I/O issue (no speaker sound), wireless/audio unavailable, noise.
See
table for detailed troubleshooting information.
Failure classification
Failure classification is a breakdown of different types of failures and symptoms that could occur during the boot-up sequence.
represent the failure classification for common notebook failures.
Failure classification by boot-up sequence on page 76
categorizes failures by the boot-up sequence.
1.
Power-on: Common issues are no power, recycle, or reboot.
2.
POST: Common issues are no boot (despite power), light flash, or diagnostics error.
3.
Performance: Common issues are Intermittent Loss of Power, Blue Screen, Hang. In many cases, issues can be identified and associated with particular hardware (for example, display or storage).
Failure classification by hardware devices on page 76 categorizes failures by hardware:
● Display
● I/O (input/output) devices
● Storage
● Mechanical
A single symptom can be listed under different groups. For example, No Video can belong to (1) power-on or
(4) display; but flickering when turned on should be listed in (4) display. Or, in another example, a blue screen can be caused by a driver conflict in performance (4), but it can also be caused by a defective hard drive under
(6) storage. Therefore, failures that share similar symptoms are noted.
General troubleshooting steps 75
If possible, make a record of the failure symptom, the phase of the boot-up sequence where the failure occurs, and the most likely location in the failure tree (
Failure classification by boot-up sequence on page 76
and
Failure classification by hardware devices on page 76
). This record helps isolate the issue and indicate the next steps. For example, when the computer is running the operating system, it can experience an issue with (4) display, (5) I/O devices (keyboard, wireless, and so on), (6) storage, or (7) mechanical components
(stuck buttons, thermal shutdown, and so on).
NOTE: Uncategorized is used if an issue found is not listed. For example, Bluetooth is offered on certain hardware configurations; therefore, you can classify a Bluetooth issue under I/O Device if needed.
Failure classification by boot-up sequence
Use this table to locate failure classification information.
Table 7-4 Failure classification by boot-up sequence
1. Power-on 2. POST
1.
2.
Intermittent power-on, shutdown, reboot on page 91
a
3.
4.
Battery not recognized, not charging on page 93
5.
Battery discharges too fast on page 94
6.
1.
No video (with power) on page 95
2.
3.
Diagnostic error messages on page 97
4.
3. Performance
1.
Intermittent shutdown on page 99
a
2.
3.
Freeze at Windows Logo (hang or lockup) on page 100
4.
Electromagnetic Interference (EMI) on page 101
5.
6.
7.
Slow performance on page 103 c
8.
HP Smart Adapter warning message on page 103
9.
Incorrect time and date on page 104
a,b,c similar symptoms
Failure classification by hardware devices
To determine failure by device, use this table.
Table 7-5 Failure classification by hardware devices
4. Display 5. I/O devices
1.
2.
3.
No video (internal) on page 107 d
4.
No video (external) on page 107 d
5.
6.
1.
2.
Keyboard pointing stick on page 112
3.
Keyboard backlight on page 113
4.
5.
6.
Network connectivity wireless (WLAN) on page 114
6. Storage
1.
Hard drive or solid-state drive not recognized on page 119
2.
No boot to operating system (no read-write error) on page 120
3.
4.
Slow performance on page 103 c
5.
Blue screen (BSOD) error on page 121 b
7. Mechanical
1.
2.
Fan runs constantly on page 123
3.
Thermal shutdown (hot) on page 124
4.
Malfunctioning power button on page 125
76 Chapter 7 Troubleshooting guide
Table 7-5 Failure classification by hardware devices (continued)
4. Display 5. I/O devices 6. Storage
7.
No or bad external video via docking on page 109
8.
Incorrect or missing color/ distorted image on page 109
9.
7.
8.
9.
10. Speaker, headphone - audio issues on page 117
11. Thunderbolt (TB) on page 118
b,c,d similar symptoms
6.
7. Mechanical
It is important to examine the computer’s environment. If you can quickly identify the cause of the issue, fewer resolution steps might be needed. Perform the following environment inspections:
● Check all cables and connections to be sure that no connections are loose.
● Confirm that power sources are good, such as AC outlet or adapter (110 V/220 V ac), power strip. Test with a verified working AC outlet.
● Check for compatibility issues between the computer and third-party devices, peripherals, uncertified devices, incompatible hardware (for instance, Mac OS device). Incompatibility can result in blue screen errors, improper operation, and so on.
● Isolate the computer from sources of electromagnetic interference (EMI), such as cell phones, two-way radios, floor mats, fans (and other electronic motors). EMI may contribute to a display freeze issue or lock-up.
Perform a physical inspection of the computer.
● Look for abnormalities such as a cracked display, dented battery, broken latches for battery bay, keyboard key caps popped out, dust over connectors, liquid spill over keyboard.
● Look for signs of drop, movement, or vibration that may cause internal and external loose connections.
Whenever possible, update to the latest BIOS, firmware, and drivers before troubleshooting.
IMPORTANT: Note that some customer company policies prohibit updates. Check your company policy before taking action.
The updates may include fixes for your computer issues, and they may also enhance system performance. HP continually improves the update process to make it easier. You can update the BIOS locally through a manual process, through an automatic installation, or through a remote installation on multiple units.
Manually updating BIOS and drivers
Use this information to update the BIOS.
General troubleshooting steps 77
● To manually update the BIOS and drivers, see the Setup Utility (BIOS) chapter.
● See the specific BIOS update installation instructions that accompany the download.
Remotely deploying the BIOS and drivers
Instead of manually searching for and downloading each SoftPaq, users and IT personnel can use two tools to identify and download all appropriate SoftPaqs for the selected HP models.
● HP SoftPaq Download Manager (SDM) is a software tool that streamlines the download, extraction, and installation process of SoftPaqs, including BIOS and drivers.
● HP System Software Manager (SSM) is a software tool that simplifies the deployment of SoftPaqs to HP computers.
Use these steps to evaluate and interpret the problem.
HP has designed this computer and validated it using a full-range hardware and software qualification matrix.
If an issue appears to have started recently, it may be related to the recent addition of hardware or software.
A good method to determine the root cause is to remove recently added components or uninstall applications one at a time and restart the computer when necessary.
IMPORTANT: After you have completed the process of uninstalling hardware or software and are ready to reinstall, be sure that the new device seated properly and all cables are correctly connected. After installing the device, restart the computer, and make sure the new device is turned on. In addition, if the new device is a root cause of a problem, it could cause a conflict in drivers or incompatibility issues with other installed programs. For any new hardware you have added, be sure to install the latest drivers available from the device vendor website.
HP offers diagnostics and tools to diagnose hardware failure. This section describes how to use some of these tools. Make sure to check for the latest versions before use.
HP PC Hardware Diagnostics (UEFI)
HP PC Hardware Diagnostics is a Unified Extensible Firmware Interface (UEFI) that allows you to run diagnostic tests to determine whether the computer hardware is functioning properly.
The HP PC Hardware Diagnostics (UEFI) tool is built within BIOS (basic memory and hard drive diagnostics only), or within new hard drives themselves. These drives contain more advanced versions of the diagnostic tool than the BIOS-based version.
In addition, for HP authorized service partners and IT professionals who need to support a mixed environment of older and newer HP/Compaq PCs, the HP PC Hardware Diagnostics Tool ( http://www8.hp.com/us/en/ campaigns/hpsupportassistant/pc-diags.html?jumpid=va_r602_us/en/any/pps/pl_ot_ob_ds_pd/
HP_PC_Hardware_Diagnostics_cc/dt ) supports a wide range of HP computers.
The tool runs outside the operating system so that it can isolate hardware failures from software issues, whether caused by the operating system or applications. In reality, you can determine many problems using this tool if the issue is a defective part or a loose connection (for example, reseating the keyboard cable after the tool reports a keyboard error).
The tool has three major functions:
78 Chapter 7 Troubleshooting guide
● System Tests check the computer’s hardware to verify that everything is functioning properly. If your system won’t boot into Windows, try the Quick System Test. For more comprehensive testing, use the
Extensive System Test option. If the System Test did not detect a hardware problem, continue with the
Component Tests.
● Component Tests focus on selected hardware components in your computer.
● Firmware Management update your computer’s BIOS to the latest version (available separately) or rolls back to a previous version.
1.
Turn on or restart the computer, quickly press the esc key on the computer, and then press f2 . The BIOS searches three places for the diagnostic tools, in the following order:
● 1.
Connected USB drive
2.
Hard drive
3.
BIOS
2.
When the diagnostic tool opens, use the keyboard arrow keys to select the type of diagnostic test you want to run, and then follow the on-screen instructions.
Screen capture appearance may vary.
General troubleshooting steps 79
NOTE: Use this tool, especially when the computer cannot boot to Windows.
NOTE: If a component fails a test, write down the information so that it is available when you contact support. The information is also available in Test Logs on the Main Menu.
For more information, see
Using HP PC Hardware Diagnostics on page 147
HP BIOS Configuration Utility (BCU)
HP BCU is a free utility that captures the BIOS settings and their values. This tool provides a text file of the computer’s BIOS configuration. This file can help identify any settings that may be contributing to an issue.
In some cases, it may help to compare this BIOS text file to the default settings of the computer.
For more information, see the http://ftp.hp.com/pub/caps-softpaq/cmit/whitepapers/
BIOS_Configuration_Utility_User_Guide.pdf
.
NOTE: HP recommends that you reset BIOS before trying BCU. Resetting the BIOS is always available and relatively quick to try, whereas BCU takes extra time and effort.
HP Image Diagnostic Tool
Available to HP Authorized Support Partners (ASPs) and users, this tool collects information about the current state of the computer, including product serial number, platform and BIOS information, and information about user-installed software and hardware components.
Access this tool at ftp://ftp.hp.com/pub/idr/ImageDiags/ . HP encourages you to review the report before sending it to support. The report may assist you with diagnostics and solutions to problems you encounter.
HP Thermal Monitor
You can use HP Thermal Monitor to stress the processor and GPU and monitor the temperature values of various components in the system.
NOTE: Available only to authorized service providers and technicians.
The components that are currently monitored include the processor, GPU, ACPI thermal zones, hard drive, and battery. The tool reads the temperatures of the components, logs the data, and helps to determine whether the computer would overheat in the event of thermal shutdown, fan spinning loud, and so on.
Non HP diagnostics tools
Refer to the following diagnostic tools for troubleshooting help.
Windows-to-Go USB
Windows-To-Go USB is a Microsoft-based tool for Enterprise editions of Windows that can help in troubleshooting. You can find a process online about how to create a live Windows USB drive. For more information, see https://technet.microsoft.com/en-us/library/hh831833.aspx
.
Intel Processor Diagnostic Tool
Determine what processor is in your computer and verify the processor operating frequency. The tool also tests specific processor features and performs a stress test on the processor. For more information, see http://www.intel.com/support/processors/sb/CS-031726.htm?iid=subhdr+tools_procdiagtool .
Carefully observe any behavior that the computer may be exhibiting: status lights, blinking lights, and POST error messages during boot. It is important to understand what these indicators mean.
80 Chapter 7 Troubleshooting guide
Status lights
The following table describes basic lights on the computer.
Table 7-6 Power button functions and lights and their descriptions
Component Description
Power button
Front power light
Front AC adapter and battery light
Front hard drive light
Rear AC adapter light
When the computer is off, press the button to turn on the computer.
When the computer is on, press the button briefly to initiate Sleep (Windows) or Suspend
(Linux®).
When the computer is in the Sleep state, press the button briefly to exit Sleep (Windows) or
Suspend (Linux).
When the computer is in Hibernation, press the button briefly to exit Hibernation.
IMPORTANT: Pressing and holding down the power button results in the loss of unsaved information.
If the computer stops responding and operating system shutdown procedures are ineffective, press and hold the power button.
On: The computer is on.
Blinking: The computer is in the Sleep state.
Off: The computer is off.
White: The computer is connected to external power, and the battery is charged from 90% to
99%.
Amber: The computer is connected to external power, and the battery is charged from 0 to
90%.
Blinking amber: A battery that is the only available power source has reached a low battery level. When the battery reaches a critical battery level, the battery light blinks rapidly. By default, the critical battery level is defined in Power Options as 5%.
Off: The battery is fully charged.
Blinking white: The hard drive is being accessed.
Amber: HP 3D DriveGuard has temporarily parked the hard drive.
White: The computer is connected to external power.
Off: The computer is not connected to external power.
Blinking light codes
During startup, the computer may not boot properly. If this occurs, blinking light codes can help identify the cause.
The computer uses the following blinking lights to identify a hardware component that reports an error
during startup. For more information, see Blinking lights and boot error codes on page 126 .
Table 7-7 Blinking light codes and what they mean
Blink codes Error
Amber battery light: blinks 1 Hz continuously
Caps and num lk lights = 1 blink
Caps and num lk lights = 2 blinks
Embedded controller unable to load firmware
Processor not executing code
BIOS recovery code unable to find valid BIOS recovery image
General troubleshooting steps 81
Table 7-7 Blinking light codes and what they mean (continued)
Blink codes Error
Caps and num lk lights = 3 blinks
Caps and num lk lights = 4 blinks
Caps and num lk lights = 5 blinks
Caps and num lk lights = 6 blinks
Caps and num lk lights = 7 blinks
Caps and num lk lights = 8 blinks
Memory module error
Graphics controller error
System board error
Intel Trusted Execution Technology (TXT) Error
Sure Start unable to find valid BIOS Boot Block image
Sure Start has identified a problem (Manual Recovery Policy Set)
POST error messages
The Power-On Self-Test (POST) is a series of diagnostic tests that runs automatically when the computer is turned on. If the POST encounters a problem, visual error messages are displayed before the operating system starts.
POST checks the following items to ensure that the computer system is functioning properly:
● Memory
● Processors
● BIOS
● Mass storage devices
● Fans
The following table describes errors encountered during HP PC Hardware Diagnostics (UEFI).
Table 7-8 System diagnostics failure codes and actions to address the failure
Test description Failure description
Error code Suggested user actions
Startup Test
Startup Test
Boot Device Manager
BIOS Recovery
BIOS Application
CMOS Recovery
Battery Check
Memory module
Hard Disk 1 SMART
Boot device not found
BIOS Recovery Occurred
BIOS Application Error
CMOS Recovery Occurred
Primary Battery Replace
200
301
3F0
500
501
502
601
Attempt to reseat the memory module, and then repeat the test.
For details on troubleshooting issues related to the memory module, search for support documentation at http://www.hp.com/support .
Attempt to reseat the hard drive, and repeat the test. The hard drive may have failed.
Reset BIOS. Then reseat the hard drive, and repeat the test.
This message indicates that BIOS recovery was completed successfully. No further action is required.
The BIOS installation may have become corrupted. Download the latest version of the BIOS and install it.
If reinstalling the BIOS fails, contact support for further assistance.
This message indicates that CMOS recovery was completed successfully. No further action is required.
This message indicates that the primary battery has very low capacity. Search for support documentation at
82 Chapter 7 Troubleshooting guide
Table 7-8 System diagnostics failure codes and actions to address the failure (continued)
Test description Failure description
Error code Suggested user actions
Wireless Modules
Fan
Not installed or responding 701
Fan not operating correctly 90B http://www.hp.com/support for details on using the HP Support
Assistant to verify the battery capacity and, if necessary, order a replacement.
Reseat the wireless LAN adapter module and antennas.
Because seating or reseating a wireless LAN adapter is unique to each computer model, see the WLAN module removal section in the removal and replacement chapter for further details.
Contact support if third-party wireless adapters are installed in the computer.
The system fan may be malfunctioning. Replace the fan.
The following sections help you fix the issue.
A hard reset (or forced reset) erases all information in the computer's memory and may restore functionality.
Resetting the computer forces the system to clear and reestablish the connections between the BIOS and the hardware.
For more information, see http://support.hp.com/us-en/document/c01684768 .
Performing a hard reset might fix the following common conditions:
● Windows stops responding.
● Computer stops before Windows loads, indicated by incomplete startup, blinking cursor on a black background, and errors relating to operating system not found or a missing drive.
● Display suddenly goes blank and stays blank.
● Software freezes.
● Keyboard stops responding.
● The computer does not exit Sleep or Suspend state.
● An external device stops responding. Turn off the power to that device in addition to performing the steps in this document.
Before performing a hard reset, you must disconnect or remove all peripheral devices. Start and test the computer by itself, and if the problem is not resolved, reconnect one peripheral device at a time. To resolve the startup or operational problem, run HP Support Assistant, or manually install all updated drivers from
Microsoft and HP.
Before beginning, turn the computer over and look for a battery compartment door (service door). On some platforms, the battery is considered removable but not accessible.
1.
Turn off the computer.
2.
Remove the computer from any port replicator or docking station.
General troubleshooting steps 83
3.
Disconnect all external connected peripheral devices such as USB storage devices, external displays, and printers.
4.
Unplug the AC adapter from the computer.
5.
Disconnect the battery.
6.
Press and hold the power button for at least 15 seconds to drain residual power.
7.
Reconnect the battery and plug the AC adapter back into the computer, but do not connect any of the peripheral devices.
8.
Press the power button to turn on the computer.
9.
If a startup menu appears, use the arrow keys to select Start Windows Normally, and then press the enter key.
10.
After reconnecting each of the peripheral devices, run Windows Update and HP Support Assistant to update all device drivers.
CMOS refers to the battery-powered semiconductor chip located on computer's system board. Notebooks store low-level settings like the system time and hardware settings in CMOS. Sometimes you must clear
CMOS, which requires removing and reinserting the 3 V RTC battery for a short time (a few minutes before reinserting), in addition to removing the AC adapter and battery.
NOTE: Clearing the CMOS should only be performed for troubleshooting purposes. There is no reason to clear CMOS if the computer is working properly.
You must remove the notebook service door to access the CMOS battery. If the computer has a replaceable
RTC battery, see the RTC battery replacement section for the battery removal or replacement.
If your computer has issues booting, has errors during boot, has issues after you add hardware, or has other abnormal system behaviors that you cannot resolve through any other methods (for example, hard reset), it may be necessary to reset the system BIOS to default settings.
NOTE: Some company policies prohibit updates or changes. Check whether the computer has custom BIOS settings before taking action.
To load BIOS to default settings: Reboot the computer, and then press f10 > Main > Restore defaults. For more information, see http://support.hp.com
, and the search for BIOS Setup Utility Information and Menu
Options.
Many problems are caused by improper connections or loose connections because of abnormal movement and vibration.
NOTE: Before disassembling the computer to reseat cables and connections, always disconnect power and remove the battery, or disconnect a nonremovable battery.
See Cable management on page 136 and
Connector types on page 137 for suggested cable management
practices when you remove and install components.
You can access and reseat connections for Customer Self-Repair (CSR) parts. Examples of reseating hardware include:
● Reseating the battery into the battery bay can resolve no-battery found and no-charging issues.
● Reseating memory modules can resolve memory error, no-boot, and blue screen issues.
84 Chapter 7 Troubleshooting guide
● Reseating the hard drive can resolve a POST error 3F0 (no boot device) issue (see
POST error messages and user actions on page 128 ).
● 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
●
).
● Reseating the power cable can fix a no-boot issue.
● Reseating the daughterboards can resolve their functional issues. Some models may have items such as a power button board, VGA board, and others.
● Reseating graphics cables and panel connectors can fix distorted or flickering video.
● Replacing thermal pads may resolve thermal power-down issue.
The factory-shipped computer (hardware configuration and preinstalled operating system image) is well tested and ready for use. Therefore, using the original factory hardware configuration or booting to operating system safe mode often resolves issues quickly.
● Disconnect any external USB storage, remove any discs in optical drives, remove the computer from a docking station, remove external video, and others.
● In addition to removing recently added components, you can narrow the issue down further with a minimum configuration. For example, if HP PC Diagnostics reports a memory error, test one memory module at a time to isolate the defective module.
● If the computer does not successfully boot the operating system, booting to safe mode may help identify the following possible causes of the issue.
Essential hardware configuration
If none of the previous steps resolve the issue, start the computer with essential hardware only. The purpose is to remove as much as hardware as possible while still maintaining the computer’s ability to turn on.
NOTE: This step is to be used by authorized service providers only. HP will not honor the warranty for a system tested with the system board removed without the heat sink or fan.
This essential configuration is often used to troubleshoot power-on related issues, such as no-boot, reboot, and freezing issues.
The essential hardware consists of the following components:
● System board
● AC adapter (unplug nonremovable battery or remove battery)
● Processor (and heat sink or fan). (Processor may be integrated into the system board.)
● Memory (one verified working memory DIMM)
● Graphics card (if no VGA port is available on the system board). Platform may have both Intel integrated graphics and discrete graphics. Therefore, you might not need a discrete graphics card.
● External VGA monitor
General troubleshooting steps 85
● External USB keyboard
● External mouse
NOTE: After you remove the service door, disconnect all connections (internal keyboard, display, discrete
GPU, hard drive or solid-state drive, daughterboards, and so on) to achieve the essential hardware configuration. Do not disassemble the system board from its enclosure at this time.
Reverse the previous procedure by reinstalling each piece of hardware removed, one piece at a time, and testing your computer after each installation. Because your computer works with only the essential hardware installed, those parts must be working properly. This means that one of the hardware components removed is causing the computer to fail. By installing each device back into the computer and testing each time, you eventually identify the failing hardware.
Safe mode
A driver conflict often results in a blue screen error message. Booting in safe mode can resolve many issues in
Windows because safe mode forces the computer to load a limited version of Windows which contains only essential files.
Safe mode is useful for troubleshooting problems with programs and drivers that might not start correctly or that might prevent Windows from starting correctly. If a problem does not reappear when you start in safe mode, eliminate the default settings and basic device drivers as possible causes. Refer to the following links for how to start your computer in safe mode:
● http://support.hp.com/us-en/document/c01835750
● http://support.hp.com/us-en/document/c03439317
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
HP diagnostics tools on page 80 for instructions about obtaining and using a Windows-To-Go USB.
NOTE: In some situations, more than one item may contribute to a problem.
Only authorized service providers may replace the system board. This should not be considered an initial step taken to resolve an issue.
7. Status lights, blinking light codes, troubleshooting lights, and POST error messages on page 80 ,
8. Hard reset on page 83 , and
9. Soft reset (Default Settings) on page 84 , or 10. Reseat cables and connections on page 84
can resolve many system board issues without requiring the effort of replacing unnecessary hardware.
Review
Table 7-2 Troubleshooting methodology and general troubleshooting steps on page 74 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.
86 Chapter 7 Troubleshooting guide
NOTE: Determine whether a previous service case might be related to the current problem. For example, a fan detection issue could be caused by a loose connection resulting from previous service.
TIP: Without an RTC battery (3 V coin-cell battery), the computer automatically reboots. This feature is useful when the power connector cable (between external AC adapter and system board) is defective.
NOTE: Most of the time, effective troubleshooting can prevent a system board replacement.
Situations that can prevent resolution of the issue:
● The information provided about the issue omits key details, including any actions taken before the issue occurred.
● BIOS, software, and drivers have not been updated.
● Cables or connections are loose.
● Technician is unaware of information available from the HP Support website (CA - Customer Advisory).
● The issue is related to existing or known issues that might be identified in existing support articles.
● Technician might have omitted steps in the provided repair instructions (for example, Spare Part
Replacement Instructions).
● Skipping one of steps from Troubleshooting Methodology table results in No Defect Found (NDF)/No
Fault Found (NFF)/No Issue Detected (NID) messages.
Confirm that the implemented solution works.
● Reboot the system or device, and try to complete the task that produced the issue.
● If a part has been replaced, verify other basic functions. For example, GPU replacement requires keyboard removal. Therefore, it is good practice to verify all basic components to be sure that the solution is complete.
● Explain to the customer why the issue occurred and what was done to resolve it. If the solution you used was in an HP public document, provide the document information to the customer, letting them know they can locate it on http://www.hp.com
. Also, tell them that there are other solutions available on the website. Advise the customer to check the website first when they have an issue. It might save them time calling in.
● Document the correct issue. Update the case with as many details as possible for other agents and engineers to analyze and study for lessons learned.
After you become familiar with the troubleshooting steps, use the helpful hints before running diagnostics and troubleshooting.
These steps provide simple, useful checks that you can perform when troubleshooting.
TIP: If you have installed an operating system other than the factory-installed operating system, go to http://www.hp.com/go/quickspecs and verify that it is supported on your system.
1.
Be sure that the computer is plugged into a working AC outlet.
2.
Be sure that power is connected to the docking station if you use a dock.
Helpful Hints 87
3.
Be sure that the AC adapter light is on.
4.
Be sure that the AC adapter is connected when you update BIOS to avoid BIOS corruption.
5.
Be sure that the computer is turned on, the rear power light is solid white (connected to an external power source), and the front power light is solid white (normal operation).
6.
Remove all optical and flash drives from your system before turning it on.
7.
Be sure that the boot option is set to a working operating system drive.
8.
Be sure that externally connected monitors are turned on and their power lights are on. Not all monitors are equipped with lights to indicate their functionality.
9.
Turn up the brightness and contrast controls of a display or external display device if the screen is dim.
The following steps provide simple, useful checks that you can perform when troubleshooting.
1.
To wake the computer: a.
Press the power button or any key on the keyboard.
b.
If the system remains in the Sleep (Windows), Suspend (Linux), or Hibernate state, shut down the system by pressing and holding the power button for at least 4 seconds.
c.
If the system does not shut down, unplug the power cord, wait a few seconds, and then plug it in again. Then press the power button again to restart the system.
2.
Look for blinking lights on the computer. The blinking lights could be error codes that help diagnose the problem.
3.
Check all cables for loose or incorrect connections (external devices, power cords, dock, and so on).
4.
After installing a non–Plug and Play expansion board or other option, reconfigure the computer. For example, if you upgrade to a solid-state drive, you might have to reconfigure the boot order.
5.
Be sure that all required device drivers have been installed. For example, if you have connected a printer, you must install a printer driver.
6.
If there is a network connection issue, plug another computer with a different cable into the network connection. There might be a problem with the network plug or cable.
7.
If hardware has recently been installed, remove it and determine whether the computer functions properly.
8.
If software has recently been installed, uninstall it and determine whether the computer functions properly.
9.
If the screen is blank, confirm the display choice by pressing Windows logo + p and set to screen only. Or plug an external monitor into a different video port on the computer, if one is available, and close the computer lid.
10.
Verify that the latest version of BIOS, drivers, and software are installed. A new release might support new features or fix the problem.
11.
Press the caps lock or num lk key. If the caps lock or num lk light toggles on or off, the keyboard is likely operating correctly.
12.
Press the touchpad On/Off button light. If the light toggles on or off, the touchpad is likely operating correctly.
88 Chapter 7 Troubleshooting guide
If further HP support is required, this information may be requested when you call. So it may be helpful to take notes.
● Technical support registration number (if applicable)
● Product serial number
● Product model name and number
● Product identification number
● Applicable error messages
● Add-on boards or hardware
● Third-party hardware or software
● Operating system type and revision level
This section contains common issues, symptoms, and a series of tables that describe possible solutions to issues from Failure Classification tables. The following sections identify the issue with symptoms and solutions to resolve an issue.
Use the following sections to troubleshooting power issues.
When a unit experiences no power, there are several contributing factors to consider. Be sure to consider all symptoms related to this behavior when troubleshooting.
Table 7-9 Issues, possible causes, and fixes
Items Procedures
Symptoms
● Computer does not start
● Display is black or blank
● No fan noise
● No hard drive spinning
● Lights do not glow
Possible causes
Failed power input to the computer (external power source, AC adapter, faulty battery).
Bad connection to the computer (bad power button, power connector).
Defective parts (memory, hard drive, graphics) or failed system board.
Troubleshooting steps
Perform quick check
Remove all external devices, including docking station.
Verify external power source ( 2. Examine the environment on page 77
).
Perform a hard reset ( 8. Hard reset on page 83
).
Verify AC adapter
Common issues and possible solutions 89
Table 7-9 Issues, possible causes, and fixes (continued)
Items Procedures
Verify the battery before verifying the AC adapter. However, you can verify the AC adapter first, before opening the service door for a battery check.
● Verify AC adapter is compatible with product. Verify that the part number is for this computer if possible.
● Verify AC adapter and power cord are good (no physical damage, bent middle ID pin).
● Verify AC adapter works on a verified working computer.
● Plug in AC adapter and power on computer without battery.
● Inspect power port on computer side for any damage, dust, or debris.
●
to the computer is good.
Verify battery condition and status
1.
Check battery condition (overall result, cycle life, voltage) using HP PC Hardware
Diagnostics (UEFI) tool.
2.
Verify that battery is installed properly in battery bay without a gap and that latch locks are tight (for models with removable batteries).
3.
discharged, preventing system from booting.
4.
Determine whether the computer can turn on with battery only.
5.
Remove service door and test with a verified working battery. If the computer boots, inspect original battery before replacement.
6.
Test battery with a verified working computer to verify that it works.
7.
If the computer still does not boot, remove battery and boot on AC power only.
The following steps are for authorized providers or technicians.
Verify AC adapter – voltage
1.
Measure DC voltage output, which should be approximately 19.5 V dc. Acceptable voltage range is from 18.5 to 20.5 V dc.
2.
If the DC voltage is out of range, replace the AC adapter.
NOTE: This action requires a digital voltmeter.
NOTE: Select models include a power cable between the system board and chassis power connector.
Verify power button, power connector
1.
Be sure that power button is not stuck.
2.
Reseat power connector cable (if applicable).
3.
Replace new power connector cable (if the cable exists and is defective)
4.
To isolate faulty power connector cable and power button, technicians can short power-on pads or pins to turn on the computer. Contact HP Engineering for this information.
Verify blinking lights (
7. Status lights, blinking light codes, troubleshooting lights, and POST error messages on page 80 )
90 Chapter 7 Troubleshooting guide
Table 7-9 Issues, possible causes, and fixes (continued)
Items Procedures
Tips
At this point, there should be sufficient power from the AC adapter to the system board. Expect to hear the fan spinning and see blinking lights or error messages (for example, faulty memory, HDD).
Verify Power Good (Troubleshooting) lights
1.
Verify whether the system board has a related power-on issue. If there is no power-on issue, move to next steps.
2.
Verify all connections and reseat parts (
10. Reseat cables and connections on page 84 ).
Verify system board
1.
Test essential hardware configuration (
11. Test with minimum configuration on page 85 ,
nonessential parts.
2.
If the computer still does not boot, replace system board.
Computer automatically boots without pressing power button when the RTC 3 V battery is removed. Therefore, after the service door and RTC 3 V battery are removed, you do not have to press power button from top side.
In essential hardware configuration, mWS G1 and G2 may require discrete graphics processing unit (GPU) to boot. However, mWS G3 can boot with integrated graphics.
Use this information to troubleshoot power-on, shutdown, and reboot issues.
Table 7-10 Issues, possible causes, and fixes
Items Procedures
Symptoms
● Does not always turn on
● Intermittently hangs
● Intermittently shuts down
● Spontaneously reboots
Possible causes
Electrical short, fluctuating power source, unstable power rails, loose connections, bent pins, stray wires, dust, obvious damage, nearly faulty parts (bulging or leaking capacitor).
Potentially turn into a no-power issue (
).
Troubleshooting steps
1.
Visually check power ports on both AC adapter and computer sides.
2.
Inspect power sources: a.
Verify that the AC adapter is working correctly. Use a confirmed working adapter to test.
b.
Verify that battery is not depleted while system is in the Sleep state. Test with a confirmed working battery.
The following steps are for authorized providers or technicians.
1.
Follow actions in No power on page 89
.
a.
Be sure that AC adapter has correct DC voltage.
b.
Verify battery: test with a confirmed working battery.
Common issues and possible solutions 91
Table 7-10 Issues, possible causes, and fixes (continued)
Items Procedures c.
Verify that power button is not stuck.
d.
Verify that power connector is not loose.
e.
Verify that Power Good LEDs are solid.
f.
Remedy loose connections and reseat major components (processor, memory, GPU, hard drive, solid-state drive, and others).
2.
Perform visual check for loose connections, bent pins, stray wires, dust, nearly faulty parts
(bulging or leaking capacitor).
3.
Test essential hardware configuration ( 11. Test with minimum configuration on page 85 )
a.
If system boots, reinstall nonessential hardware one component at a time to isolate issue.
b.
If system does not boot, replace essential hardware with verified working parts, one component at a time. If system still does not boot, replace system board.
Use this information to troubleshoot AC adapter issues.
Table 7-11 Issues, possible causes, and fixes
Solution
Symptoms
● No sign of power
● No boot
● No rear power light
● No front power light
● Battery does not charge when AC adapter is connected
Possible causes
AC adapter and others (for example, external power source).
Troubleshooting steps
Quick check
1.
Verify external power source (
2. Examine the environment on page 77 ).
2.
Remove all external devices, including docking station.
3.
Perform a hard reset for the computer ( 8. Hard reset on page 83
).
4.
Disconnect and reassemble the power cord and adapter in case the adapter experienced short circuit, over current, over temperature events.
5.
Use a verified working adapter. If the computer operates normally, there is a problem with the original adapter.
6.
Verify that the AC adapter works on a verified working computer. If the computer
Verify AC adapter
1.
Remove working battery.
2.
Verify that AC adapter is compatible with product. Verify that part number is for this computer if possible.
3.
Inspect AC adapter and power cord for physical damage, bent middle ID pin.
4.
Plug in AC adapter and power the computer without battery.
5.
Inspect the power port on computer side for any damage, dust, debris.
92 Chapter 7 Troubleshooting guide
Table 7-11 Issues, possible causes, and fixes (continued)
Solution
Tips
6.
Check power light (
7. Status lights, blinking light codes, troubleshooting lights, and POST error messages on page 80
). Rear power light indicates that external power to the computer is good.
7.
If there is still no rear power light or no boot, replace the AC adapter.
The HP Smart AC adapter has a special pin in the middle, called the ID pin, for power rating and throttling. If this pin is broken, the rear power light turns on, but the power button and front power lights blink continuously, and the computer does not turn on.
Third-party AC adapters do not work with the computer.
Use the AC adapter that came with the computer for better performance.
Use this information to troubleshoot battery issues.
Table 7-12 Issues, possible causes, and fixes
Items Procedures
Symptoms
● No battery status light
● Blinking amber (critically low battery level)
● No boot without AC adapter
Possible causes
Defective AC adapter , battery, or both.
NOTE: Before proceeding, verify that the computer can boot to BIOS or Windows with a good AC adapter.
Troubleshooting steps
Visual inspections
1.
Inspect battery connectors for any signs of damage.
2.
Verify that battery is installed properly in battery bay without gap or obstructions and latch locks are tight. Reseat battery (for models with removable batteries).
3.
Determine whether battery gets hot (batteries heat up when charging, but not too hot to touch).
Check battery warranty to see whether the battery is new or its warranty is expired. Battery capacity degrades over time.
Verify front battery status light
1.
Battery status light is off: battery not recognized.
2.
Battery status light is blinking amber: critically low battery level.
Reset
1.
Hard reset ( 8. Hard reset on page 83
)
2.
Soft reset ( 9. Soft reset (Default Settings) on page 84
)
Verify AC adapter
1.
Determine whether the computer needs the AC adapter to boot and operate.
Sometimes, an intermittently bad AC adapter and loose connection between adapter and computer results in inability to charge battery, which causes short run time.
2.
Inspect AC adapter to verify that it is functioning.
3.
Test with a working AC adapter and confirm whether battery is charging.
Common issues and possible solutions 93
Table 7-12 Issues, possible causes, and fixes (continued)
Items Procedures
Tips
4.
Be sure that battery is fully charged (AC adapter plugged in at least 2.5 hours).
Diagnostics: HP tools report results such as passed, calibrate, weak, replace, no battery, and unknown, and they suggest corresponding actions.
Use HP Hardware Diagnostics (UEFI) (
6. HP Hardware Diagnostics and Tools on page 78
)
HP PC Hardware Diagnostics (UEFI) is a good tool to use to isolate and determine faulty battery, especially for quickly discharging (short life) battery.
1.
Verify that battery is recognized and charging.
2.
Verify battery condition if battery cycle life is past its life expectancy (that is, past
1000-cycle life and 3-year warranty). Battery might need to be replaced.
3.
If issue remains, test with a verified working battery and verify battery status lights and battery conditions.
4.
If issue remains, replace system board.
5.
Verify the new replacement.
See the computer user guide for instructions regarding battery maintenance and increasing battery life. Also see http://support.hp.com/us-en/document/c01297640?
jumpid=hpr_r1002_usen_link3 .
Use this information to troubleshoot battery issues.
Table 7-13 Issues, possible causes, and fixes
Items Procedures
Symptoms
Battery has good status light but discharges too fast
Possible causes
AC adapter, battery, or both.
Troubleshooting steps
Verify AC adapter
Determine whether the computer needs the AC adapter to boot and operate.
Sometimes an intermittently bad AC adapter and loose connection between adapter and computer results in the inability to charge the battery and causes short runtime.
1.
Inspect AC adapter to verify that it is working.
2.
Test with AC adapter alone and with a verified working AC adapter.
Verify battery: Because battery capacity can degrade over time, check the warranty coverage. Run a battery test to confirm whether issue is hardware related.
1.
Review battery power plans in Control Panel > Power Options that may consume more energy and discharge battery faster. Resetting default to Power Saver option can conserve battery power.
2.
Determine whether any graphics are processing.
3.
Verify battery maintenance and operations. Leaving the battery at a high level of charge in a high-temperature environment for extended periods accelerates the loss of capacity.
4.
Test and calibrate battery using HP PC Hardware Diagnostics (UEFI).
94 Chapter 7 Troubleshooting guide
Table 7-13 Issues, possible causes, and fixes (continued)
Items Procedures
Tips
5.
Verify battery life cycle using HP Support Assistant tool.
If battery cycle life is past its life expectancy (past the 1000-cycle life and 3-year warranty), the battery might need to be replaced.
6.
Compare discharge time with a verified working battery (remove AC adapter) using Hardware Diagnostics (UEFI)>Hard Drive Tests>Extensive Test>Loop
until error.
To conserve battery power, turn off Wireless On-Off button and other peripherals and
USB devices, applications, processes (in Task Manager) when not in use; also, reduce screen brightness.
Follow HP instructions about how to maintain battery and increase battery life. Also reference http://support.hp.com/us-en/document/c01297640?
jumpid=hpr_r1002_usen_link3 .
Use this information to troubleshoot burnt-odor issues.
Table 7-14 Issues, possible causes, and fixes
Items
Symptoms
Emits smoke, burnt smell
Procedures
Possible causes
Defective on-board components.
Troubleshooting steps
General visual inspection
1.
Disconnect the computer from power source (AC adapter and battery).
2.
Inspect for visual damage on AC adapter and battery. Test on a known working computer to isolate issue. If issue follows AC adapter or battery, replace it.
3.
Inspect any sign of liquid spill on the computer (back of keyboard).
The following steps are for authorized providers or technicians.
Further inspection on components
1.
Inspect further sources internally after disassembling chassis, such as burnt or damaged components.
2.
If the issue persists, replace boards, AC adapter, and battery for safety concern, and report issues to HP.
Use the following sections to troubleshoot Power-on Self Test issues.
Use this information to troubleshoot video issues.
Common issues and possible solutions 95
Table 7-15 Issues, possible causes, and fixes
Items Procedures
Symptoms
● No video (black or blank image) but have power
● Light activity
● No error messages
● Fan noise
● Hard drive light blinking and hard drive noise
Possible causes
Failed display
Failed critical components (memory, hard drive, system board)
Loose connection
Recently added hardware
NOTE: These suggestions assume that the computer has not previously been set up for multiple displays.
Troubleshooting steps
Quick check
1.
Verify that system light activity is OK.
2.
Remove all external devices, including docking station. Recently added hardware or applications may cause graphics driver conflict and result in loss of video.
3.
Perform hardware reset (
) and verify that HP Logo is presented correctly on display screen when pressing f10 .
4.
Test with external monitor via VGA port (or DisplayPort, HDMI, or other). Press power button and close the computer lid to force video output to external video. If unsuccessful, contact HP service.
5.
If external video is OK, update BIOS, software, and drivers (
4. Update BIOS and drivers on page 77 ), and perform soft reset (
9. Soft reset (Default Settings) on page 84
) if needed. Go to next step to verify display.
Verify display
● When booting to Windows, determine whether image appears on display screen (via
Windows Screen Solutions or Windows logo + p for display switcher).
● If there is video on the display, disconnect external display device, open the computer lid, and restart.
The following steps are for authorized providers or technicians.
1.
Verify that Power Good lights are on to be sure that system board power is functional.
2.
Reseat display cable connection on system board.
3.
Reseat display cable connection on display panel side.
4.
Examine and reseat major components, such as hard drive and memory.
5.
Test with minimum configuration ( 11. Test with minimum configuration on page 85
) by removing hard drive to isolate operating system issues and testing video in F10 Setup.
6.
If video is present, restart and retest the computer.
7.
If video is present but bad, go to Display on page 104
section.
8.
If issue persists (no video), test with external video.
9.
If issue persists, test or replace a confirmed working display.
10.
If issue persists, replace discrete graphics card.
96 Chapter 7 Troubleshooting guide
Table 7-15 Issues, possible causes, and fixes (continued)
Items Procedures
Tips
11.
If issue persists, replace system board because of defective video function.
Swipe a metal piece (screwdriver) over wireless or mute buttons to act as if closing lid to force video output to external display device.
Use this information to interpret blinking lights on the computer.
Table 7-16 Issues, possible causes, and fixes
Items Procedures
Symptoms
Lights blink on keyboard caps lock / num lock keys
Note
Possible causes
Blinking lights on startup usually indicate a problem with basic functionality of a critical component (processor, BIOS, graphics cards, memory, and so on) because of a loose connection, defective parts, or recently added parts.
Troubleshooting steps
1.
Check for any blink patterns. Count the number of blinks in a sequence, followed by a pause for a few seconds.
2.
See status, blinking lights, and error message (
7. Status lights, blinking light codes, troubleshooting lights, and POST error messages on page 80
) for corrective actions.
3.
If internal hardware components (such as memory, hard drive) have been recently added, a component may not be connected properly. Remove and reseat new components (
10. Reseat cables and connections on page 84 ) one at a time.
Because the display might not be functional, lights are used to indicate an error.
Use the information in the table to help you understand diagnostic error messages.
Table 7-17 Issues, possible causes, and fixes
Items Procedures
Symptoms
● Computer has power
● POST error message displays
(Windows logo has not yet appeared)
Possible causes
Diagnostic error messages indicate a problem. There may be a problem with the instruction being sent from the BIOS to a hardware component (for example, keyboard failures), or incompatible hardware. Can usually be resolved by installing updated firmware for the component.
Troubleshooting steps
1.
might be "Boot Device Not Found."
2.
If there is power, you might be able to access BIOS. Reset BIOS to its default condition.
( 9. Soft reset (Default Settings) on page 84 )
3.
Restore hardware to its original condition (for example, bootable solid-state drive instead of hard drive).
Common issues and possible solutions 97
Table 7-17 Issues, possible causes, and fixes (continued)
Items Procedures
Note
4.
Reseat suspected components and verify connection.
5.
Test suspected components using HP PC Hardware Diagnostics (UEFI) tool.
An Error Message means that the system has finished BIOS hardware validation and is ready to launch the Startup Menu. To access the Startup Menu for further options, press the esc key while restarting the computer.
Use the information in the table to troubleshoot BIOS password issues.
Table 7-18 Issues, possible causes, and fixes
Items
Symptoms
Some sections are unavailable (grayed out)
Procedures
Possible causes
You must use an administrator password.
Reference
Troubleshooting steps
1.
Review F10 BIOS Setup Overview to determine which features must be enabled.
2.
Your BIOS settings may be managed by a BIOS administrator password setup.
3.
If you lost or forgot the user password, contact your IT personnel.
4.
If you lost or forgot the administrator password, contact HP service to reset the password. This process requires a unique UUID.
HP F10 Setup Overview http://h10032.www1.hp.com/ctg/Manual/c04460979 http://h10032.www1.hp.com/ctg/Manual/c04685655
2015 Business PC models: see the HP PC BIOS F10 Setup Guide at http://support.hp.com
.
Most software problems occur as a result of certain situations.
● The application was not installed or configured correctly.
● There is insufficient memory available to run the application.
● There is a conflict between applications.
Make sure that all the necessary device drivers are installed.
If an operating system other than the factory operating system is installed, check whether the operating system is supported and the application is certified for the version of the operating system.
HP ships and supports Windows 7 with BIOS Legacy boot mode and Windows 8 and 10 with BIOS UEFI boot mode. Therefore, HP recommends that you switch BIOS boot mode from Legacy to UEFI Native for clean
Windows 8 or 10 installations, or to UEFI Hybrid (if available) for upgrading the option from Windows 7 to
Windows 8 or 10. UEFI Windows 8 or 10 avoids many unexpected behaviors (for instance, blue screen error, graphics or video issues) in the BIOS Legacy setting.
98 Chapter 7 Troubleshooting guide
Use this information to troubleshoot shutdown issues.
Table 7-19 Issues, possible causes, and fixes
Items Procedures
Symptoms
● Shutdown during startup
● Shutdown during operation
Possible causes
It is often difficult to troubleshoot an intermittent issue. Possible causes include:
Power-related issue: defective or insufficient power sources, poor connection.
OS Custom Setting: Energy Saver (Power Management).
Thermal-related issue: thermal sensors reach limits.
Hardware related issue, voltage, out-of-range current, electrical short.
Troubleshooting steps
1.
Update BIOS and drivers. ( 4. Update BIOS and drivers on page 77
)
2.
Perform hard reset ( 8. Hard reset on page 83
)
3.
Perform soft reset (
9. Soft reset (Default Settings) on page 84
)
Power-related issue
1.
Verify functionality of AC adapter alone. If it does not work, test with a verified working adapter.
2.
Verify battery alone. Verify that battery is not depleted. Test battery using HP PC
Hardware Diagnostics (UEFI) tool.
3.
Verify connection of power button and cable.
OS custom settings
1.
Advise users to reset power options and close all applications that are not in use, including applications in the background.
2.
Test with a confirmed working operating system to isolate custom settings by users or any conflicting applications that cause shutdown.
The following steps are for authorized providers or technicians.
Thermal-related issue
1.
Verify thermal condition: a.
Test fan using HP PC Hardware Diagnostics (UEFI) tool ( 6. HP Hardware
Diagnostics and Tools on page 78 )
b.
Check fan and connection. Reseat fan cable.
c.
Be sure that no obstructions or dust are in heat sink fan, fin, or vent.
d.
Test with a verified working fan.
e.
Remove old thermal compound and pads and replace with new compound and pads.
2.
Verify thermal solution:
○ Use Thermal Monitor tool (available only to authorized service providers/ technicians) to perform stress test (processor and GPU) (
Diagnostics and Tools on page 78 ), and verify that thermal sensors are within
limits after thermal condition is serviced.
Hardware-related issue
Common issues and possible solutions 99
Table 7-19 Issues, possible causes, and fixes (continued)
Items Procedures
Tips
1.
Check for any signs of loose connections, bent pins, stray wires, dust, nearly faulty parts (bulging/leaking capacitor).
2.
Verify that lights are solid.
3.
If shutdown is reproducible, test essential hardware configuration: a.
If no issue with hardware configuration, reinstall one nonessential component at a time to determine faulty hardware.
b.
If issue persists, replace essential hardware with a confirmed working part, one at a time. If the computer does not boot, replace system board.
Intermittent issues are difficult to reproduce and troubleshoot. It is important to record details about shutdown frequencies, system configuration (3D video application), and operating conditions.
Use this information to troubleshoot blue screen issues.
Use the following information to troubleshoot hang or lockup issues.
Table 7-20 Issues, possible causes, and fixes
Items Procedures
Symptoms
● Has power, light activity, fan spinning
● HP Logo displays briefly
● Attempt to boot to operating system and freeze/hang at Windows logo
● No response to pressing num lk or caps lock key
Possible causes
Conflict of instructions from multiple programs or drivers; installing a new hardware or program that is not compatible (may also cause a blue screen error—see blue screen issue).
100 Chapter 7 Troubleshooting guide
Troubleshooting steps
Perform the following steps one at a time to verify normal boot process:
1.
Disconnect all external peripherals, and perform a hard reset ( 8. Hard reset on page 83 ).
2.
Perform soft reset (
9. Soft reset (Default Settings) on page 84 ).
Table 7-20 Issues, possible causes, and fixes (continued)
Items Procedures
Tips
3.
Update BIOS and drivers ( 4. Update BIOS and drivers on page 77 ).
a.
Roll back to previous version may be necessary.
b.
Go to safe mode to install drivers.
4.
Run Hardware Diagnostics (
6. HP Hardware Diagnostics and Tools on page 78
) to isolate hardware issue.
5.
6.
Reseat cables and connections ( 10. Reseat cables and connections on page 84
).
7.
Start Windows in safe mode (
11. Test with minimum configuration on page 85
).
8.
Use Startup Repair Windows to fix Windows damaged files.
9.
instance, USB Windows-To-Go), if available, to isolate the software issue.
For more information, see http://support.hp.com/us-en/document/c03671001 .
Use this information to troubleshoot EMI issues.
Table 7-21 Issues, possible causes, and fixes
Items Procedures
Symptoms
System locks up, freezes in certain physical area or location
Possible causes
Electromagnetic interference (EMI).
Troubleshooting steps
1.
See ( 2. Examine the environment on page 77 ). Pay attention to external power source,
high-frequency signals such as cell phones, microwave ovens.
2.
Move the computer to different locations nearby to determine where it fails and where it does not fail.
3.
Test with a verified working computer in original factory configuration.
4.
Consult with support.
Use this information to troubleshoot wake-up issues.
Table 7-22 Issues, possible causes, and fixes
Items Procedures
Symptoms Possible causes
Power-saving mode; multiple-display setting.
Common issues and possible solutions 101
Table 7-22 Issues, possible causes, and fixes (continued)
Items Procedures
When resuming from a power management state the computer may display:
● Blank screen
● Some light activity
Troubleshooting steps
1.
Verify that front power light ( power button to exit Sleep.
7. Status lights, blinking light codes, troubleshooting lights, and POST error messages on page 80
) is blinking (indicating Sleep state). Press
2.
Reset BIOS to default (associated with OS Power Management in Power Menu) ( 4.
Update BIOS and drivers on page 77 )
3.
Check power management settings in Windows Power Options. Disable Sleep options if the issue is resolved.
Tips
4.
Screen saver is set. Press any key or touch touchpad to resume.
5.
Verify that Display Choice is set to external video only. Toggle screen control key combination fn + f4 or Windows logo + P .
If you are using a docking station, set your notebook display as a primary display. When the computer is undocked, you may think it is in a power-saving state, but the screen image may actually appear on an external display device in the docking configuration.
Use this information to troubleshoot issues with responsiveness.
Table 7-23 Issues, possible causes, and fixes
Items Procedures
Symptom Possible causes
102 Chapter 7 Troubleshooting guide
Table 7-23 Issues, possible causes, and fixes (continued)
Items Procedures
Unresponsive Program in use has stopped responding to commands.
Troubleshooting steps
1.
If possible, use the Windows Task Manager to isolate and terminate the offending process.
2.
Attempt the normal Windows shutdown procedure.
3.
Restart the computer using the power button.
Use this information to troubleshoot performance issues.
Table 7-24 Issues, possible causes, and fixes
Items
Symptom
Slow performance when performing small tasks, or even in idle mode
Procedures
Possible causes
Processor is hot or hard drive is full.
Troubleshooting steps
Processor is hot
Tips
1.
Verify that airflow to the computer is not blocked.
2.
Verify that chassis fans are connected and working properly. Some fans operate only when needed.
3.
Verify that the processor heat sink is installed properly.
Hard drive is full
1.
Transfer data from the hard drive to create more space on the hard drive. Microsoft recommends at least 200 MB to sync system files.
2.
Perform disk defragmentation to consolidate fragmented data on the hard drive so it works more efficiently.
See Routine maintenance for performance improvement on page 130
).
Use this information to troubleshoot power adapter warning messages.
Table 7-25 Issues, possible causes, and fixes
Items Procedures
Symptom
Warning message appears in window
Possible causes
Less powerful AC adapter, BIOS out of date.
Common issues and possible solutions 103
Table 7-25 Issues, possible causes, and fixes (continued)
Items Procedures
Note
Troubleshooting steps
1.
Update BIOS, which may contain information that assigns an appropriate adapter for the configuration.
2.
Update the latest HP Hotkey Support software from Drivers website.
3.
Be sure that the power source is sufficient (where adapter is connected).
4.
Use appropriate AC adapter (often supplied with system) for optimum system performance.
5.
Test with a verified working AC adapter.
6.
Test the adapter on a verified working computer.
7.
Contact HP for configuration details.
HP Smart AC adapter warning message: informs you that as power demands increase, the notebook may not perform at full capacity, which may result in longer battery-charging time.
In cases of extreme power demands, the system may also throttle back the processor, or with systems that have a discrete video subsystem, a video balance mode may occur to further balance the power needs of the system.
Because system processor functions always have priority over battery charging, charging delays occur first.
Use the following information to troubleshoot time and date issues.
Table 7-26 Issues, possible causes, and fixes
Item
Symptom
Incorrect date and time
Procedure
Possible cause
Real-time clock (RTC) battery might need replacement.
Troubleshooting steps
1.
Reset the date and time in the operating system Control Panel.
2.
Replace the RTC battery.
3.
Verify that date and time are correct.
Use these sections to troubleshoot display issues.
104 Chapter 7 Troubleshooting guide
The display panel is a field-replaceable unit (FRU) and must be replaced by only authorized technicians.
However, HP highly recommends that users and technicians observe symptoms and use the HP PC Hardware
Diagnostics (UEFI) tool before any replacement.
Symptom
This section includes common display issues with symptoms:
● Blank or black video
● Incorrect color, missing color, distorted image
● Flickering image
● Vertical lines (because of LDVS, decreased signal integrity, and data loss)
● Dead pixel (because of display liquid, internal transistor, and others)
● Horizontal lines (because of video memory)
● Distorted when hot (because of thermal issue)
● Cracked screen/image (physical damage)
● Light leakage/bleeding
Contact support for assistance.
● Humming noise (due to frequency settings)
Contact support for assistance.
Table 7-27 Display anomaly illustrations
Display anomalies
Cracked screen Cracked image Blurred image
Dead pixel
Vertical lines
Horizontal lines
Common issues and possible solutions 105
Quick check
Use these steps to check the display.
● Visually examine the display for cracked screen, liquid crystal leak, dirty spots on glass, and other issues.
● Reset and update BIOS and docking firmware.
● Update operating system (OS), graphics or video drivers (Intel, AMD, NVIDIA, and others).
For custom images, HP highly recommends upgrading or installing Windows in UEFI mode (or Legacy disabled) to fully support hybrid graphics and avoid unexpected behaviors (for example, blue screen error, graphics or video issues) in the BIOS Legacy setting.
● Configure Windows settings (Power options, Screen brightness, Personalization, Screen resolution, and so on).
● Test with a verified working external display.
● Boot to Windows in safe mode.
● Test with a verified working operating system (for instance, shipping image).
HP PC Hardware Diagnostics (UEFI) for video test
Use this tool to quickly determine if the display issue is related to a real hardware issue.
To start HP PC Hardware Diagnostics (UEFI) (
6. HP Hardware Diagnostics and Tools on page 78 ), when the
computer is at boot, press the f2 key, select Component Tests, and then select Video.
There are three options:
● Video Memory Check: to test video memory
● Palette Check: to test the three video color components (red, green, blue)
● Dead Pixel Check: to check dead pixels in eight different colors (Dead Pixel Check is available with the
HP PC Diagnostics 3-in-1 USB Key tool)
Review the video troubleshooting in the following Display section for specific issues and possible solutions.
For additional information about display problems, see documentation provided by the product manufacturer.
Display assembly diagram
The display assembly diagram shows basic video components: system board, graphics cards, display cables, display connectors, operating system (OS), graphics driver, and LCD display panel. Any component or a combination of these components can contribute to a video issue.
106 Chapter 7 Troubleshooting guide
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.
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.
policy.
Use this information to troubleshoot video issues.
Table 7-28 Issues, possible causes, and fixes
Items Procedures
Symptoms
No internal video with certain programs (for example, videointensive games)
References
Possible causes
Display resolution, brightness, faulty lid switch, running a program requiring a higher resolution than the display screen can support.
Faulty lid switch may put the system into Sleep or Hibernation mode.
Troubleshooting steps
Use an external monitor with higher resolution.
Test with external monitor using HDMI or HP port. Press the power button and close the computer lid to force video output to external video. If there is still no video, contact support.
See section
No video (with power) on page 95 for display information.
Use this information to troubleshoot external video issues.
Common issues and possible solutions 107
Table 7-29 Issues, possible causes, and fixes
Items Procedures
Symptom
No image on external monitor
Possible causes
External monitor, resolution, display configuration, drivers.
Troubleshooting steps
1.
Be sure external monitor is compatible with the computer.
2.
Be sure that external monitor is turned on.
3.
Press any key to exit the power-saving mode.
4.
Adjust the brightness of the monitor.
5.
Test with a verified working monitor.
6.
Test the monitor via internal ports (VGA, DP ports).
7.
Install latest video driver.
8.
Reset the screen resolution as described in the documentation.
9.
Configure display choice, and then force output to external video by closing the notebook lid or pressing fn + f4 to switch screen output.
Use this information to troubleshoot DisplayPort and VGA issues.
See No video (external) on page 107 .
Use this information to troubleshoot HDMI issues.
Table 7-30 Issues, possible causes, and fixes
Items Procedures
Symptoms
● Display issue
● Sound issue
Possible causes
Cable, connection, settings.
Troubleshooting steps
Quick Check
1.
Verify that the HDMI device input source is set correctly (for example, HDMI1).
2.
Be sure you are using the correct HDMI cable.
3.
Check connection and reconnect the HDMI cable.
4.
Verify whether sound output is configured correctly in Control Panel > Sound Manager.
1.
Perform hard reset (
4. Update BIOS and drivers on page 77
).
108 Chapter 7 Troubleshooting guide
Table 7-30 Issues, possible causes, and fixes (continued)
Items Procedures
References
2.
Update BIOS and drivers ( 4. Update BIOS and drivers on page 77 ) when your hear sound but
do not see video on HDTV.
http://support.hp.com/us-en/document/c01186408
Use this information to troubleshoot video issues while docking.
Table 7-31 Issues, possible causes, and fixes
Items Procedures
Symptoms
No or bad image on external monitor via ports of docking station (such as
VGA, DP, TB, display port, and others)
Possible causes
Rooted from system board, software or drivers, dock connectors, docking station hardware or firmware, dock video ports (DP, VGA, and others).
Troubleshooting steps
Note
1.
Be sure that external monitor is turned on.
2.
Be sure that external monitor is compatible with the computer.
3.
If applicable, plug the dock in different Type-C ports.
For more information, see the technical white paper titled ”HP Elite Dock with
Thunderbolt 3 & HP ZBook Dock with Thunderbolt 3.” Go to http://www.hp.com/ and search for HP ZBook Thunderbolt 3 Dock User Guide.
4.
If the screen image is distorted, try a DP-to-VGA adapter. Connect the adapter to each
DisplayPort and VGA port of the dock.
5.
Test the monitor via internal ports (such as VGA, DP, HDMI, and others).
6.
Verify that dock connectors of the notebook and the dock are clean, without dust, debris (for example, using air duster).
7.
Ideally, use a verified working operating system or system connected to the dock to isolate the issue of the current operating system.
8.
Ideally, use a verified working docking station to isolate the faulty dock.
9.
Update latest dock firmware. Follow the installation instructions carefully. You may want to try a DP-to-VGA adapter if you have a distorted screen image. Connect the adapter to each DisplayPort of the dock. If you still cannot update the dock, attempt to update it on a confirmed working notebook before having the dock replaced.
See the technical white paper titled “Multiple displays on HP ZBook Mobile Workstations” from HP platform support website. Go to http://h20195.www2.hp.com/v2/getpdf.aspx/
4aa5-2657enw .
Use this information to troubleshoot image issues.
Common issues and possible solutions 109
Table 7-32 Issues, possible causes, and fixes
Items Procedures
Symptoms
System works normally but the display shows:
● Missing or strange color
● Image distortion
Possible causes
Loose connection, display cable, display, graphics card.
Troubleshooting steps
Verify with external monitor
1.
Use combination fn + f4 to enable output to external monitor.
2.
Close the lid.
If the external monitor also shows incorrect color, it is graphics card issue. Test with a verified working graphics card.
Verify monitor cable and cable connection (Monitor disassembly is required.)
Be sure the monitor cables are not pinched or damaged.
Be sure the monitor cables have good connection at both ends (system board and display panel).
● If moving cables affects the image, the monitor cable is the cause of the issue. Test with a confirmed working cable.
● If moving cables does not affect the image, the monitor has an issue. Test with a confirmed working monitor.
Use this information to troubleshoot touch screen issues.
Table 7-33 Issues, possible causes, and fixes
Items Procedures
Symptoms
Unresponsive
Inaccurate
Possible causes
Dirt and smudge, driver, touch display configuration, power management.
Troubleshooting steps
Quick check
Turn off the computer, spray glass cleaner onto a soft, damp cloth, and gently wipe the screen to remove dirt and smudge.
NOTE: Do not spray cleaner directly onto the screen.
Configure the touch display in Control Panel >
Tablet PC Settings
1.
Restart the computer.
2.
Verify touch screen and graphics drivers.
3.
Configure the touch display to identify the screen as a touch screen as shown in the image at left.
4.
Calibrate the screen and reset if touch functionality is still not working correctly.
5.
Perform diagnostic test in HP Hardware Diagnostics under Component Tests
> Touch Screen.
If the diagnostics tests pass but the touch screen still does not respond, continue following the steps.
110 Chapter 7 Troubleshooting guide
Table 7-33 Issues, possible causes, and fixes (continued)
Items Procedures
6.
Adjust the power management settings for your touch screen.
If the touch screen stops working after waking from sleep, adjust the power management settings so that the touch screen device stays active while the computer is in Sleep mode.
7.
Perform Microsoft System Restore, and restore to a time when the system was working.
8.
Perform HP System Recovery if none of the previous actions resolve the issue.
References https://support.hp.com/us-en/document/c03488148
Use this information to troubleshoot I/O device issues.
NOTE:
● Make sure external devices are supported and compliant (for example, USB Type-C, Thunderbolt 3, PCI
Express).
● If you have problems with external devices not provided by HP, contact device manufacturers for compatibility and latest drivers before troubleshooting (for example, USB devices, Thunderbolt devices,
PCI express card reader, VGA, display, HDMI monitors, speakers).
● Be sure I/O devices are properly inserted into the I/O ports, and then be sure that Windows Device
Manager recognizes the I/O devices.
Use this information to troubleshoot keyboard issues.
Table 7-34 Issues, possible causes, and fixes
Items Procedures
Symptoms
Keystrokes not recognized
Characters not matched
Possible causes
Dust trapped under keycap, loose keycap, loose keyboard connection, defective keyboard.
Troubleshooting steps
1.
Inspect the keyboard for any signs of dust, liquid, or debris trapped under sticky keys that might prevent keystroke recognition.
2.
Check for incomplete connection between keyboard and system board by verifying that caps lock or num lk light turns on when you press the key.
Common issues and possible solutions 111
Table 7-34 Issues, possible causes, and fixes (continued)
Items Procedures
3.
Verify whether the keyboard is recognized in Windows Device Manager, and verify whether the keyboard driver is installed properly.
4.
Test with a working external keyboard (such as a USB keyboard).
Also test in Windows for special keys ( caps lock , shift , ctrl , fn , Windows , alt ) if necessary.
5.
Test with HP PC Hardware Diagnostics (UEFI) to isolate a hardware issue from a software issue.
6.
Verify that BIOS is up to date. If so, resetting BIOS to default may help.
7.
Test with a verified working operating system, or restore the operating system to be sure that the issue is not caused by items such as different language settings, sticky keys feature, and so on.
8.
Verify that keyboard flex cables are fully inserted and in good condition.
The following steps are for authorized providers and technicians.
Tips
1.
Verify whether keyboard flex cable is in good condition (no delamination or torn cable end, no missing or cracked tracks, pads).
2.
Verify that keyboard flex cable ends are fully inserted and aligned with connectors on system board, and those connector tabs are properly closed. Reseat cables.
3.
Replace new internal keyboard and retest.
If a key works only when pressed with force, inspect and remove debris trapped under keycap.
Use this information to troubleshoot pointing stick issues.
Table 7-35 Issues, possible causes, and fixes
Items Procedures
Symptom
Point stick not working properly
Possible causes
Dust trapped under point stick, loose point stick cap.
Troubleshooting steps
1.
Inspect for any signs of dust or liquid spill that prevents point stick from working.
2.
Check whether point stick cap is loose, and reseat it if necessary.
The following steps are for authorized providers and technicians.
1.
Verify whether keyboard flex cables are in good condition (no delamination or torn cable end, no missing or cracked tracks, pads).
2.
Verify that keyboard flex cable ends are fully inserted and aligned with connectors on system board and back of keyboard, and that connector tabs are properly closed.
3.
Reseat point stick cables.
112 Chapter 7 Troubleshooting guide
Table 7-35 Issues, possible causes, and fixes (continued)
Items Procedures
Example of back of keyboard, including keyboard, point stick, and backlight cables.
Use this information to troubleshoot keyboard backlight issues.
Table 7-36 Issues, possible causes, and fixes
Items Procedures
Symptom
Backlight function not working properly
Possible causes
Backlight disabled, loose connection.
Troubleshooting steps
NOTE: Not all notebook computers have backlit keyboards.
A keyboard function key lets you turn the light on and off. Verify whether backlit feature is not disabled by pressing a combination of fn + backlit key.
The following steps are for authorized providers or technicians.
1.
Verify whether backlight flex cables are in good condition (no delamination or torn cable end, no missing or cracked tracks or pads).
2.
Verify that backlight flex cable ends are fully inserted and aligned with connectors on system board and that connector tabs are properly closed.
3.
Reseat backlight cable.
Use this information to troubleshoot touchpad issues.
Table 7-37 Issues, possible causes, and fixes
Items Procedures
Symptoms
Not working properly
(1) Touchpad on/off button
(2) Touchpad
Possible causes
Touchpad turned off, driver, settings.
Troubleshooting steps
1.
Ensure touchpad on/off light is not amber (disabled). Double tap to enable.
2.
Verify whether touchpad device is listed in Device Manager > Mice and other pointing
devices.
3.
Install the latest touchpad driver.
4.
Adjust touchpad settings (Control Panel > Mouse).
5.
Test touchpad controller using the HP PC Hardware Diagnostics (UEFI) tool ( f2 >
Component Tests > Mouse Test > Pointer Test & Drag and Drop Test).
Common issues and possible solutions 113
Table 7-37 Issues, possible causes, and fixes (continued)
Items Procedures
The following steps are for authorized service providers/technicians.
1.
Check the touchpad cable for damage or a loose connection, and then reseat the touchpad cable.
2.
If issue persists, replace the touchpad and verify the change.
Use this information to troubleshoot network issues.
Table 7-38 Issues, possible causes, and fixes
Items
Symptoms
● Unable to find networks (yellow bang)
● Connection dropouts
● Slow performance
Procedures
Possible causes
Network source, cable, connection, RJ-45 (network) jack, driver, settings.
Troubleshooting steps
Quick Check: verify the network status lights that supposed to flash when there is network activity.
Use this information to troubleshoot wireless connectivity issues.
Table 7-39 Issues, possible causes, and fixes
Items
Symptoms
● Unable to find networks (yellow bang)
● Connection dropouts
● Slow performance
Procedures
Possible causes
Network source, cable, connection, wireless module, driver, settings.
The following steps are for authorized providers or technicians.
1.
Verify that the wireless module and its antenna cables are fully inserted and in good condition (see WLAN module removal and replacement section). Reseat wireless module and antenna connection.
2.
Verify that module antenna cable connection are not loose.
3.
Verify that antenna cables are properly connected to the MAIN and AUX terminals (see WLAN module removal and replacement section).
Use this information to troubleshoot WWAN issues.
114 Chapter 7 Troubleshooting guide
Table 7-40 Issues, possible causes, and fixes
Items Procedures
Symptom
Unable to find networks or service
Possible causes
Network source, cable, connection, driver, settings.
Troubleshooting steps
1.
Update to the latest driver and utility.
2.
Check with network service provider for signal coverage.
3.
Be sure signal strength is good.
4.
Be sure that your service is active.
The following steps are for authorized providers or technicians.
● Verify module and antenna cable connections are not loose.
● Verify antenna cables are properly connected to the correct terminals. For example, the antenna cable labeled 1 connects to the Main terminal labeled 1. The antenna cable labeled
2 connects to the Aux terminal labeled 2.
Use this information to troubleshoot USB port issues.
Table 7-41 Issues, possible causes, and fixes
Items Procedures
Symptoms
● USB devices are not recognized
● USB devices are not charging
Examples of USB device Not Recognized
Possible causes
USB devices do not have the latest software drivers or port insufficient power, or the devices are not compliant.
NOTE: USB Type-C uses a different connector entirely.
Troubleshooting steps
1.
Unplug the USB device. Restart the computer (wait for 2–5 minutes) to reset the
USB port or hub in case of a power surge.
2.
Perform a soft reset ( 9. Soft reset (Default Settings) on page 84
), and verify if the
USB device is recognized.
3.
Verify whether the USB device is recognized in Device Manager > Universal Serial
Bus Controller, or the USB is recognized without a yellow warning symbol, or bang.
4.
Verify whether the latest USB driver, USB chipset driver, or both are installed. You can remove or reinstall the USB driver.
5.
Be sure the USB device is supported, for example, USB 3.0 device requires more power draw (0.9 A) from a USB port than a USB 2.0 device (0.5 A). As a result, identify the USB charging port to be used for charging a USB device, or an external
AC power adapter might be required for an external USB storage device to work properly.
6.
Test with verified working USB devices (keyboard, mouse, USB key) to be sure USB ports are functional.
Common issues and possible solutions 115
Table 7-41 Issues, possible causes, and fixes (continued)
Items Procedures
7.
Test the USB device on a verified working computer to be sure the USB device is not malfunctioning.
Use this information to troubleshoot smart card reader issues.
Table 7-42 Issues, possible causes, and fixes
Items Procedures
Symptoms
● Not recognized
● Unable to write
Card Reader Removal Policy
Possible causes
Physical damage, incorrect insertion, dirt, driver, malfunctioning card reader.
NOTE: Some cards have a read-write security switch on the card. Be sure that switch is set to Write Enabled before attempting to write data to it.
Troubleshooting steps
1.
Verify card reader removal policy.
2.
Make sure there is no physical damage to the card.
3.
Inspect the ends of the memory cards for dirt or material closing a hole or spoiling a metal contact. Clean the contacts with a lint-free cloth and small amounts of isopropyl alcohol. Replace the memory card if necessary.
4.
Reinstall and update the drivers for the card reader.
5.
Make sure the smart card reader is compliant with ISO 7816 Class A, B, and C.
6.
Reinsert the card reader with correct face as described in its documentation.
7.
Check reader function with a verified working card.
IMPORTANT: If the card reader has an in-use indicator light, do not insert or remove memory cards while the light is flashing. Doing so might cause loss of data on the card or might permanently damage the card reader.
116 Chapter 7 Troubleshooting guide
Use this information to troubleshoot audio issues.
Table 7-43 Issues, possible causes, and fixes
Items Procedures
Symptoms
● No sound from external or internal speakers
● Distorted sound, too soft, too loud, intermittent
Possible causes
Volume turned down, sound card not recognized, malfunctioning hardware, electronic interference.
No sound from headphones
No sound from external speakers
Troubleshooting steps
1.
Remove any device connected to the audio jack to enable the internal speaker.
2.
Close all open programs.
3.
Adjust volume by pressing fn + f6 or f7 . Be sure that volume button light is not amber
(mute).
- or -
Adjust Windows volume control by clicking the speaker icon on the Windows taskbar. Be sure that the sound is not muted.
4.
Verify that the sound card is detected in Windows Device Manager.
5.
Reinstall the latest audio driver.
6.
Test audio device using HP PC Hardware Diagnostics (UEFI) tool ( f2 > Component Tests
> Audio).
7.
Test with a verified working operating system. If issue is resolved, restore full operating system.
8.
Test with verified working external speakers or headset.
9.
Reseat internal speaker connections.
10.
Test with verified working internal speakers.
11.
Replace internal speakers.
1.
Adjust volume by pressing fn + f6 or f7 . Be sure that volume button light is not amber
(mute). Or adjust Windows volume control by clicking the speaker icon on the Windows taskbar. Be sure that the sound it not muted.
2.
Check headphone cable connection.
3.
Test with a verified working audio board.
4.
Replace audio board and verify the change.
1.
Verify that external speakers are turned on.
2.
Disconnect headphones from headphone jack.
3.
Adjust volume by pressing fn + f6 or f7 . Be sure that volume button light is not amber
(mute).
- or -
Adjust Windows volume control by clicking the speaker icon on the Windows taskbar. Be sure that the sound is not muted.
4.
Check for possible interference devices nearby that might affect the audio (cell phone or portable communications handset.)
Common issues and possible solutions 117
Use this information to troubleshoot Thunderbolt issues.
Table 7-44 Issues, possible causes, and fixes
Items Procedures
Symptom
Thunderbolt device not working
Possible causes
BIOS, drivers, and user settings.
Troubleshooting steps
1.
Update to the latest BIOS and choose appropriate TB Port settings.
2.
Reset User Account Settings to default.
3.
Update Intel Thunderbolt software that includes firmware version (for TB controller), driver version (operating system driver), and application version.
4.
Verify that Windows Device Manager detects the TB device.
5.
Verify cable connection to TB port.
6.
Test with a verified working TB board, if possible.
NOTE: Thunderbolt is new technology. Thunderbolt cable and Thunderbolt device must be compatible with Windows. To determine whether your device is Thunderbolt Certified for
Windows, see https://thunderbolttechnology.net/products .
Use this information to troubleshoot storage issues.
118 Chapter 7 Troubleshooting guide
NOTE:
● Back up all critical data before troubleshooting the drive.
● Before contacting support, HP recommends that you run a drive (HDD, SSD, M.2 drive) test using the HP
PC Hardware Diagnostics (UEFI) tool on the suspected failed drive.
● Diagnose the hard drive using BIOS, Diagnostics built in the shipping image, or an external USB
( http://www8.hp.com/us/en/campaigns/hpsupportassistant/pc-diags.html?
jumpid=va_r602_us/en/any/pps/pl_ot_ob_ds_pd/HP_PC_Hardware_Diagnostics_cc/dt ).
● HP recommends the drive quick test to quickly (less than 10 minutes) identify the malfunctioning drive.
If the issue still exists, run Extensive Test (more than 2 hours, or loop mode, which runs until an error occurs).
● If any test fails, record failure code and contact support for instructions about how to order a replacement hard drive.
● If all of the tests pass, the hard drive is not damaged. As a rule, HP will not replace a hard drive under warranty that does not fail the HP Hard Drive Self-Test.
● If there is no physical problem with the hard drive (or memory), then try reinstalling the Windows operating system to troubleshoot the problem.
Use this information to troubleshoot storage device issues.
Table 7-45 Issues, possible causes, and fixes
Items Procedures
Symptom
Hard drive is not recognized during
POST
Possible causes
Loose connection, faulty hard drive, faulty drive configuration/BIOS setting.
Troubleshooting steps
1.
Perform a hard reset (
2.
Reset BIOS to default.
Common issues and possible solutions 119
Table 7-45 Issues, possible causes, and fixes (continued)
Items Procedures
3.
Verify hard drive connection and flex cable. Reseat hard drive and cable connection. For multiple storage devices, keep the primary drive with the operating system and remove other devices.
4.
Use the HP Hardware Diagnostics tool to verify that the drive is recognized and test it.
5.
If the hard drive fails diagnostics, record failure and have the drive replaced.
6.
Identify when the issue is related to software. If the hard drive passes diagnostics, test the drive on a verified working computer. If the failure follows the drive, reinstall the operating system to make sure that software is not an issue.
7.
Test with a verified working hard drive. If it is still not recognized, the system board is faulty.
NOTE: If the drive is seen in BIOS and Diagnostics, try a secure erase before replacing a drive as this might resolve related issues.
Use this information to troubleshoot issues with booting to the operating system.
Table 7-46 Issues, possible causes, and fixes
Items Procedures
Symptoms
● POST error message: Boot Device not found (3F0)
● Hang when booting to operating system
Possible causes
Operating system, loose connection, faulty hard drive, BIOS configuration, Secure Boot.
Troubleshooting steps
1.
Verify whether Secure Boot is enabled in BIOS. Secure Boot prevents legacy boot devices from starting the computer, including bootable CDs and DVDs. For more information, see http://support.hp.com/us-en/document/c03653226 .
2.
Reset BIOS to default. Be sure that BIOS Boot Mode in Boot Option is set up properly for bootable device and its operating system (for example, UEFI Native for Windows 8).
Another example, choosing Legacy Boot Order for an UEFI device causes "Boot Device not found (3F0)" error.
3.
Verify hard drive connection and flex cable. Reseat connection. For multiple storage devices, keep the primary drive with the operating system and remove other devices.
4.
Use PC Hardware Diagnostics tool to test. Record failure code and have the hard drive replaced.
5.
If there is no error, reinstall the operating system using HP Restore.
6.
Test with a verified working operating system hard drive, if available.
Note
If there is a hard drive POST error message, see POST error messages and user actions on page 128
.
Use this information to troubleshoot read and write errors.
120 Chapter 7 Troubleshooting guide
Table 7-47 Issues, possible causes, and fixes
Items Procedures
Symptoms
● POST error message (for example, error code 301)
● Hang when working on data, files, documents
Possible causes
Loose connection, faulty hardware.
Troubleshooting steps
1.
Perform a hard reset (
2.
Reset BIOS to default (
9. Soft reset (Default Settings) on page 84 ).
3.
).
4.
Use the HP Hardware Diagnostics tool to test. If failed, record failure code and have the hard drive replaced.
5.
If no error with HP PC Hardware Diagnostics (UEFI) tool, try to repair the hard drive and its files in Windows (using command “CHKDSK /f /r /x” ). Use HP Restore to reinstall the operating system, if needed.
6.
Test with a verified working hard drive. If it is not recognized, the system board is faulty.
Note If there is a hard drive POST error message, see
POST error messages and user actions on page 128 .
A faulty hard drive can cause a blue screen error. Perform the drive tests using the HP Diagnostics Tool to make sure that the drive is functional.
If all of the tests are successful, see Common blue screen error messages on page 131
for detailed troubleshooting steps.
Use this information to troubleshoot a noisy hard drive.
IMPORTANT: Because an SSD has no moving parts, it does not make loud or clicking noises.
Depending on type and rotational speed, some hard drives make more noise then others.
Not all noises are related to the fan or hard drive.
Table 7-48 Issues, possible causes, and fixes
Items Procedures
Symptoms
● Loud noise from hard drive
● Clicking noise from hard drive
● Still boots to operating system and operates normally
Possible causes
BIOS, hard drive firmware, driver, faulty drive, power supply (AC adapter).
Troubleshooting steps
1.
Update BIOS and hard drive firmware.
2.
Examine AC adapter to be sure that it is not faulty or overloaded. Disconnect all peripherals (USB storages, dock, and others.
3.
Remove hard drive to isolate the noise.
Common issues and possible solutions 121
Table 7-48 Issues, possible causes, and fixes (continued)
Items Procedures
Tips
4.
Test the hard drive on a verified working computer if the noise continues. If the hard drive makes the same noise or clicking sounds, the sounds are either normal sounds for the hard drive or a fault with the hard drive.
5.
Verify original hard drive connection and flex cable. Reseat hard drive and connection.
6.
Run HP PC Hardware Diagnostics (UEFI). If failed, record failure code and replace hard drive replace.
7.
If you find no error with HP PC Hardware Diagnostics (UEFI), perform disk defragmentation. Some hard drives make a clicking noise when highly fragmented.
For optimal system performance, place your operating system and all of your most commonly used applications and files on the fastest hard drive or solid-state drive and on the fastest areas on the drive (primary partition of 200 GB max).
See
Routine maintenance for performance improvement on page 130 ).
Use this information to troubleshoot mechanical issues.
Use this information to troubleshoot abnormal noise issues.
Table 7-49 Issues, possible causes, and fixes
Items Procedures
Symptoms
Computer emits abnormal noise
Noisy fan
Noisy hard drive
Noisy optical drive
Noisy speaker
Possible causes
Aside from basic components (power adapter, supply, fan, speaker, hard drive, optical drive, display panel, external devices), it is also common for electronic components to produce noise.
Troubleshooting steps
1.
Inspect external power source and change to verified working one.
2.
Determine whether the noise comes from AC power adapter. Test with a verified working AC adapter.
Disconnect external devices and all cables connected to the computer to isolate issue to computer only.
Determine whether the noise comes from the fan. Disconnect the fan briefly to isolate
Determine whether the noise comes from the hard drive.
See
Noisy hard drive on page 121 .
1.
Determine whether the noise comes from an optical drive.
2.
Remove CD/DVD from the optical drive.
1.
Determine whether the noise comes from speaker.
2.
Test with a verified working external headset/speaker.
122 Chapter 7 Troubleshooting guide
Table 7-49 Issues, possible causes, and fixes (continued)
Items Procedures
Noisy display Determine whether the noise comes from display panel (humming noise). Change display
frequency settings. See Display on page 104 .
The section below is intended for authorized service providers and technicians.
1.
After disassembling the chassis, inspect components of the interior for excessive wear or damage.
2.
If noise issues persist, proceed with process of elimination for battery, AC adapter, or boards.
Use this information to troubleshoot a constantly running fan.
Table 7-50 Issues, possible causes, and fixes
Items Procedures
Symptoms
● Fan never stops running
● Generates heat
● Decreased computer performance
Possible causes
● BIOS not up to date.
● Thermal condition (fan, air flow)—fan might not be defective but must run constantly to remove excess heat generated by electrical components.
● Inappropriate configuration.
Troubleshooting steps
General actions
1.
Verify whether BIOS is set to Fan Always on while on AC Power F10 Setup. When booting the computer, press f10 to open Setup, and then select Advanced > Built-In
Device Options Menu.
2.
Update BIOS and drivers ( 4. Update BIOS and drivers on page 77
) and reset BIOS to default. BIOS can implement new fan characteristics and updates for other components.
3.
Perform a hard reset (
8. Hard reset on page 83 ). Performing a hard reset can reset
recorded thermal values in memory.
Thermal-related issue
1.
Verify that fan is spinning. Reseat fan cable before moving to next step.
a.
Check fan and connection. Reseat fan cable.
b.
Be sure that no obstructions or dust are in heat sink fan, heat sink fin, or vent.
c.
Test fan using HP PC Hardware Diagnostics (UEFI) tool ( 6. HP Hardware
Diagnostics and Tools on page 78 ). Be sure that the fan is not producing loud
noise and that fan blades spin correctly.
d.
Test with a verified working fan.
e.
Replace the fan.
2.
Verify thermal solution
Use Thermal Monitor tool (available only to authorized service providers and technicians)(
) to run stress test (processor and GPU) and verify that thermal sensors are within limits after thermal condition is serviced.
Common issues and possible solutions 123
Table 7-50 Issues, possible causes, and fixes (continued)
Items Procedures
Notes
User configuration
Change Power Options in Windows (for example, choosing Balanced mode instead of High
performance). High performance and extensive graphics might cause the fan run constantly to release the heat.
BIOS currently omits fan presence detection to shorten boot time delay less than four seconds. Therefore, the fan error is generated based on previous boot to operating system that found system fan error.
Fan often is part of thermal solution, including heat sink, heat sink fin/muffler, and thermal grease. Fan replacement requires reboot and fan function verification using HP PC Hardware
Diagnostics (UEFI) tool.
For more information, see the following links:
● http://support.hp.com/us-en/document/c01007591 .
● https://support.hp.com/us-en/document/c01657439 .
Use this information to troubleshoot a thermal shutdown.
Table 7-51 Issues, possible causes, and fixes
Items Procedures
Symptoms
Similar to fan runs constantly issue
( Fan runs constantly on page 123
)
● System shutdown
● Abnormal heat
● Continually running fan
● Decreased computer performance
Possible causes
BIOS not up to date, thermal condition (fan, air flow)
Troubleshooting steps
1.
Update BIOS and drivers ( 4. Update BIOS and drivers on page 77 ) and reset BIOS to
default. BIOS can implement new fan characteristics and updates for other component.
2.
Perform a hard reset ( 8. Hard reset on page 83 ). Performing a hard reset can reset
recorded thermal values in memory.
3.
Determine whether you are using a correct AC adapter.
4.
Be sure to turn power off completely when putting a notebook in a travel bag.
Thermal-related issue
1.
Verify thermal condition: a.
Check fan and connection. Is fan spinning when the system is turned on? Reseat fan cable.
b.
Be sure that no obstructions or dust are in heat sink fan, fin, or vent.
c.
Be sure that the notebook is not sitting on a hot surface that blocks vent intakes.
d.
fan blades spin correctly.
e.
Test with a verified working fan.
f.
Remove old thermal compound and pads, and replace properly with new pads.
2.
Verify thermal solution:
124 Chapter 7 Troubleshooting guide
Table 7-51 Issues, possible causes, and fixes (continued)
Items Procedures
Note
○ Use Thermal Monitor tool (available only to authorized service providers and technicians) to run stress test (processor and GPU), and verify that thermal sensors are within limits after thermal condition is serviced.
See https://support.hp.com/us-en/document/c01657439 .
Use this information to troubleshoot a nonworking power button.
Table 7-52 Issues, possible causes, and fixes
Items Procedures
Symptoms
● Rear power indicator light is on
● Does not turn on when power button is pressed
● Automatically turns on
Possible causes
Defective keyboard.
Troubleshooting steps
General actions
1.
Perform a hard reset (
2.
Treat as a defective keyboard.
The following sections provide additional information that you can use during the troubleshooting process.
These acronyms are used in this chapter.
Blue screen (BSOD)—A Windows error screen that can occur if a problem causes your computer to shut down or restart unexpectedly. When you experience this type of error, you cannot see items such as the Start menu or the taskbar when your computer is turned on. Instead you might see a blue screen with a message that your computer ran into a problem and needs to restart.
CPU—Central processing unit
DIMM—Dual in-line memory module
Daughterboard—Type of circuit board that plugs into or is attached to the system board or similar expansion card to extend its features and services.
GPU–Graphics processor unit
GTS–General Troubleshooting Step
HDD–Hard drive
KB–Keyboard
LVDS–Low-Voltage Differential Signaling
MSG–Maintenance and Service Guide
Additional information 125
mWS–Mobile Workstations
WS–Workstations
OS–Operating system
PC–Personal computer
POST–Power-On Self-Test
SSD–Solid-state drive
TSG–Troubleshooting Guide
UEFI–Unified Extensible Firmware Interface
WLAN–Wireless local area network
WWAN–Wireless wide area network
In some cases, when the host processor is not executing code or does not have the necessary code to drive the display, light blink codes inform you of a problem.
The following information is from the white paper http://h10032.www1.hp.com/ctg/Manual/c04685655 .
Table 7-53 Blinking lights and boot error codes
Blink codes Error
Amber battery light: blinks 1 Hz continuously
Caps and num lk lights = 1 blink
Caps and num lk lights = 2 blinks
Caps and num lk lights = 3 blinks
Caps and num lk lights = 4 blinks
Caps and num lk lights = 5 blinks
Caps and num lk lights = 6 blinks
Caps and num lk lights = 7 blinks
Caps and num lk lights = 8 blinks
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)
This computer experienced a problem due to the failure of certain code to execute, resulting in a failed startup of the processor.
The issue could be related to the processor or the system board in the computer. If the processor is socketed,
.
NOTE: The computer attempts to notify you of this problem through a series of blinking lights. When you attempt to turn on the computer from an Off or Hibernated state, lights associated with the caps lock and num lk keys both blink once, followed by a pause, and then continue in a repeating pattern.
126 Chapter 7 Troubleshooting guide
This computer has experienced a problem in locating a valid BIOS image, resulting in a failed startup.
You can resolve this problem by placing a clean copy of the system BIOS on a USB key or in the appropriate
.
NOTE: The computer attempts to notify you of this problem through a series of blinking lights. When you attempt to turn on the computer from an Off or Hibernated state, lights associated with the caps lock and num lock keys both blink twice, followed by a pause, and then continue in a repeating pattern.
This computer has experienced a memory initialization problem resulting in a failed startup. This issue might be related to the memory modules in the computer. You can resolve this problem by ensuring that memory modules are correctly inserted and seated.
If this error reoccurs, you must use a service event to determine the source of the error (memory modules or system board) and take the appropriate corrective action.
NOTE: The computer attempts to notify you of this problem through a series of blinking lights. When you attempt to turn on the computer from an Off or Hibernated state, lights associated with the caps lock and num lock keys both blink three times, followed by a pause, and then continue in a repeating pattern.
This computer has experienced a graphics controller initialization problem resulting in a failed startup. This issue might be related to the graphics controller in your machine.
You can resolve this problem by ensuring that the graphics controller module is seated correctly in machines with modular graphics. If this error reoccurs, you must use a service event to identify the source of the error and take the appropriate corrective action.
NOTE: The computer attempts to notify you of this problem through a series of blinking lights. When you attempt to turn on the computer from an Off or Hibernated state, lights associated with the caps lock and num lock keys both blink four times, followed by a pause, and then continue in a repeating pattern.
This computer has experienced a system board initialization problem resulting in a failed startup. This issue might be related to the system board in the computer. You must use a service event to identify the source of the error and take the appropriate corrective action.
NOTE: The computer attempts to notify you of this problem through a series of blinking lights. When you attempt to turn on the computer from an Off or Hibernated state, lights associated with the caps lock and num lock keys both blink five times, followed by a pause, and then continue in a repeating pattern.
This computer has experienced a problem related to the Intel Trusted Execution Technology resulting in a failed startup. The error occurs when three situations are true:
● The Intel Trusted Execution Technology (TXT) has been enabled on the computer.
● Policies have been set to prevent startup if the BIOS measurement has changed.
● The BIOS measurement has changed.
Additional information 127
For more information about Intel TXT, go to http://www.intel.com/content/dam/www/public/us/en/ documents/white-papers/trusted-execution-technology-security-paper.pdf
.
You must use a service event to resolve this issue.
NOTE: The computer attempts to notify you of this problem through a series of blinking lights. When you attempt to turn on the computer from an Off or Hibernated state, lights associated with the caps lock and num lock keys both blink six times, followed by a pause, and then continue in a repeating pattern.
This computer has experienced a problem in locating a valid BIOS image, resulting in a failed startup. You must use a service event to identify the source of the error and take appropriate corrective action.
NOTE: The computer attempts to notify you of this problem through a series of blinking lights. When you attempt to turn on the computer from an Off or Hibernated state, lights associated with the caps lock and num lock keys both blink seven times, followed by a pause, and then continue in a repeating pattern.
This computer has experienced a problem in locating a valid BIOS image, resulting in a failed startup. HP Sure
Start normally repairs this type of issue; however, on this computer HP Sure Start has been configured to operate in manual mode key sequence.
To proceed with the repair, press and hold the following keys: esc + up arrow + down arrow . To avoid the need for this manual recovery step, set the HP Sure Start recovery policy to automatic. If this error reoccurs, you must use a service event to identify the source of the error and take appropriate corrective action.
NOTE: The computer attempts to notify you of this problem through a series of blinking lights. When you attempt to turn on the computer from an Off or Hibernated state, lights associated with the caps lock and num lk keys both blink eight times, followed by a pause, and then continue in a repeating pattern.
Use this information to determine the meaning of POST error messages.
Table 7-54 POST error messages and user actions to address the error
Test description Failure descriptions Error code Possible user actions
Product information
Startup test
Invalid value
Memory module
00A
200
Contact support for assistance.
Startup test
Startup test
Startup test
Startup test
Run-in test
Hard Disk 1 SMART
Hard Disk 2 SMART
Hard Disk 1 Quick
Hard Disk 2 Quick
Memory module
301
302
303
304
200
Attempt to reseat the memory module and then repeat the test.
Search http://www.hp.com/support for details about troubleshooting issues related to the memory module.
If the memory module still fails, contact support.
Attempt to reseat the hard drive and repeat the test.
The hard disk drive might have failed. Contact support for assistance.
The hard drive might have failed. Contact support for assistance.
The hard drive might have failed. Contact support for assistance.
The hard drive might have failed. Contact support for assistance.
Attempt to reseat the memory module and then repeat the test.
128 Chapter 7 Troubleshooting guide
Table 7-54 POST error messages and user actions to address the error (continued)
Test description Failure descriptions Error code Possible user actions
Run-in test
Run-in test
Run-in test
Run-in test
Hard Disk Test
Hard Disk Test
Hard Disk Test
Hard Disk Test
Hard Disk Test
Hard Disk Test
Boot Device
Manager
Boot Device
Manager
Boot Device
Manager
Boot Device
Manager
Boot Device
Manager
BIOS Recovery
BIOS Application
Hard Disk 1 SMART
Hard Disk 2 SMART
Hard Disk 1 Quick
Hard Disk 2 Quick
Hard Disk 1 SMART
Hard Disk 2 SMART
Hard Disk 1 Quick
Hard Disk 2 Quick
Hard Disk 1 Full
Hard Disk 2 Full 306
Boot device not found 3F0
302
303
304
305
Hard Disk 1 Error
Hard Disk 2 Error
Hard Disk 1 SMART
Hard Disk 2 SMART
301
302
303
304
301
3F1
3F2
301
302
BIOS Recovery
Occurred
500
BIOS Application Error 501
Search http://www.hp.com/support for details about troubleshooting issues related to the memory module.
If the memory module still fails, contact support.
Attempt to reseat the hard drive and repeat the test.
The hard drive might have failed. Contact support for assistance.
The hard drive might have failed. Contact support for assistance.
The hard drive might have failed. Contact support for assistance.
The hard drive might have failed. Contact support for assistance.
Attempt to reseat the hard drive and repeat the test.
The hard drive might have failed. Contact support for assistance.
The hard drive might have failed. Contact support for assistance.
The hard drive might have failed. Contact support for assistance.
The hard drive might have failed. Contact support for assistance.
The hard drive might have failed. Contact support for assistance.
The hard drive might have failed. Contact support for assistance.
This code indicates a potential problem with the hard drive. Run the hard drive test.
See https://support.hp.com/emea_africa-en/document/c01443371 for more information.
Indicates a potential problem with the hard drive. Run the hard drive test.
See https://support.hp.com/emea_africa-en/document/c01443371 for more information.
This code indicates a potential problem with the hard drive. Run the hard drive test.
See https://support.hp.com/emea_africa-en/document/c01443371 for more information.
This code indicates a potential problem with the hard drive. Run the hard drive test.
See https://support.hp.com/emea_africa-en/document/c01443371 for more information.
This code indicates a potential problem with the hard drive. Run the hard drive test.
See https://support.hp.com/emea_africa-en/document/c01443371 for more information.
This message indicates that BIOS recovery was completed successfully. No further action is required.
The BIOS installation might have become corrupted. Download the latest version of the BIOS and install it. See
4. Update BIOS and drivers on page 77 for more information.
If reinstalling the BIOS fails, contact support for further assistance.
Additional information 129
Table 7-54 POST error messages and user actions to address the error (continued)
Test description Failure descriptions Error code Possible user actions
CMOS Recovery
Battery Check
Battery Check
Wireless Module
Fan
CMOS Recovery
Occurred
Primary Battery
Replace
Secondary Battery
Replace
Not installed or responding
Fan not operating correctly
502
601
602
701
90B
This message indicates that CMOS recovery was completed successfully.
No further action is required.
This code indicates that the primary battery has very low capacity.
Search http://www.hp.com/support for details about using the HP
Support Assistant to verify the battery capacity and, if necessary, order a replacement.
This indicates that the secondary battery has very low capacity.
Search http://www.hp.com/support for details about using the HP
Support Assistant to verify the battery capacity and, if necessary, order a replacement.
Reseat the wireless LAN adapter module, if your notebook supports it.
Because seating or reseating a wireless LAN adapter is unique to each computer model.
The system fan might be malfunctioning.
For information about troubleshooting heat-related issues, see http://support.hp.com/us-en/document/c01007591 .
A hard reset can sometimes restore the system fan to working order. See https://support.hp.com/us-en/document/c01684768 for details.
If the system fan continues to malfunction, contact support.
The table presents a summary of the suggested times for performing the routine maintenance tasks that are described in this document.
Table 7-55 Routine maintenance tasks to improve performance
Tasks Weekly Monthly Occasionally
Perform a system tune up.
Run Windows Update.
Scan for and remove viruses.
Scan for and remove spyware and adware.
Empty the Recycle Bin.
Delete temporary Internet files.
Back up user files.
Create a restore point.
Defragment the hard drive.
Run Scan Disk.
Clean the exterior of the computer.
Close programs that are not being used.
X
X
X
X
X
X
X
X
X
X
X
X
130 Chapter 7 Troubleshooting guide
Table 7-55 Routine maintenance tasks to improve performance (continued)
Tasks Weekly
Prevent programs from loading at startup.
Remove rear cover and clean fan blades and vents with compressed air.
Monthly Occasionally
X
X
The following sections define blue screen error messages.
For an example of a Bug Check Code Reference, use this image.
For more information, see https://msdn.microsoft.com/en-us/library/windows/hardware/hh994433(v=vs.
85).aspx
.
Note that the hexadecimal number following the word "STOP" is called the bug check code or Stop code.
Each bug check code also has an associated symbolic name.
In the example, the screen shows https://msdn.microsoft.com/en-us/library/windows/hardware/ ff559209(v=vs.85).aspx
Use this information to troubleshoot Windows bug codes.
● If you recently added hardware to the system, try removing or replacing it. Or check with the manufacturer to see if any patches are available.
● Try running HP PC Hardware Diagnostics (UEFI).
● Check with the manufacturer to see if an updated system BIOS or firmware is available.
● Be sure that any expansion board is properly seated and all cables are completely connected.
● Confirm that any new hardware that is installed is compatible with the installed version of Windows.
● If new device drivers or system services have been added recently, try removing or updating them.
NOTE: Use safe mode when removing or disabling components. Safe mode loads only the minimum required drivers and system services during the Windows startup. To enter safe mode, restart your computer and press f8 at the menu that displays the operating system choices. At the resulting
Windows Advanced Options menu, choose Safe Mode.
Additional information 131
● Run a virus detection program. Viruses can infect all types of hard drives formatted for Windows, and resulting drive corruption can generate system bug check codes. Be sure that the virus detection program checks the Master Boot Record for infections.
● Verify that the system has the latest service pack installed. To detect which service pack, if any, is installed on your system, click Start, click Run, type winver , and then press enter . The About Windows dialog box displays the Windows version number and the version number of the service pack, if one has been installed.
● Disable BIOS memory options such as caching or shadowing.
● Check the System Log and Application Log in Event Viewer to see if any additional error messages have been logged recently. These might pinpoint the cause of the error.
Debugging Tools for Windows are the primary tools used by Microsoft software developers to analyze and resolve errors that result in memory dumps.
Use the tool ( https://msdn.microsoft.com/library/windows/hardware/ff551063%20(v=vs.85).aspx
) to determine the cause of the error. Follow general steps for downloading, setting up, and using the Windows 10 debugging tool. A similar process is used for Windows 7 or Windows 8.
NOTE: The following screen shots provide only an example of the tool. Specifics shown are not representative of all applications of the debugging tool. This is a Microsoft tool supported by Microsoft.
Use these steps to download and use the Windows SDK.
1.
Download the SDK from the following link: https://dev.windows.com/en-US/downloads/windows-10-sdk
2.
Set up the SDK in the configuration window (Windows 10 shown).
132 Chapter 7 Troubleshooting guide
3.
Select features to install.
4.
Run the SDK as an administrator.
5.
Set the symbol path. Select File > Symbol File Path.
● In the Symbol path box, type SRV*C:\Windows\symbol_cache*http:// msdl.microsoft.com/download/symbols .
● Save the workspace.
Additional information 133
6.
Open the crash dump file.
134 Chapter 7 Troubleshooting guide
7.
Analyze the file. In the following memory dump sample, look for Bug Check 0x3B. The ATIKMAG driver needs to be investigated for further root cause.
Lookup for Bug Check 0xC2.
All HP notebook displays adhere to strict quality and reliability specifications. A small percentage of display panels might have minor cosmetic manufacturing anomalies or irregularities such as bright or dark dots in the viewable area. These cosmetic imperfections are common to all display panel types, not specifically HP products.
Additional information 135
All display panel defects should be examined at the highest possible resolution using both the brightest and darkest possible backgrounds, because some subpixel failures might not be readily visible under certain conditions.
● Type 1: Bright dot on a dark background = Always On
● Type 2: Dark dot on a bright background = Always Off
● Combination = in any combination and any color that are always on or off
Use the HP PC Hardware Diagnostics (UEFI) tool to determine numbers of pixels and their distance. HP uses the following set of criteria when damaged displays are submitted for warranty coverage.
Source: http://support.hp.com/us-en/document/c00035844
Table 7-56 Electrical defect criteria
Panel resolution Accept Reject
Subpixel faults
VGA, SVGA, SD, WSVGA, XGA, 720p, SD+, WXGA, HD N ≥ 3 Type 1
WXGA+, SXGA+, HD+, SXGA+
WSXGA+, UXGA, FHD, WUXGA
QHD, QHD+, WQXGA, UD
N ≤ 2 Type 1
N ≤ 2 Type 2
N ≤ 3 Type 1
N ≤ 3 Type 2
N ≤ 4 Type 1
N ≤ 4 Type 2
N ≤ 5 Type 1
N ≤ 5 Type 2
N ≥ 4 Type 1
N ≥ 5 Type 1
N ≥ 6 Type 1
Electrical defect clusters (defects within a 5x5 pixel block)
Minimum distance between ANY allowable defects (unless otherwise specified)
Cluster with 2 or more subpixels with subpixel faults
Dim lines
Cross lines on/off
Horizontal lines on/off
Vertical lines on/off
S ≥ 25 mm S < 25 mm
Not allowed
Not allowed
Not allowed
Not allowed
Not allowed
NOTE: Examine all LCD panel defects at the highest possible resolution using both the brightest and darkest possible backgrounds, because some subpixel failures might not be readily visible under certain conditions.
NOTE: Contact support for assistance if issues are not listed.
Proper routing of the internal cables is critical to the operation of the computer. Follow good cable management practices when you have to remove and install components.
● Handle cables with care to avoid damage.
● Apply only the tension required to seat or unseat cables during insertion or removal from the connector.
136 Chapter 7 Troubleshooting guide
● When possible, handle cables by the connector or pull-strap.
● Route cables in such a way that they cannot be caught or snagged by parts being removed or replaced.
● Keep cables away from direct contact with major heat sources, such as the heat sink. (Some air flow guides have a cable guide that lets you route cables safely around the heat sink.)
● Do not jam cables on top of daughterboards or memory modules (DIMMs). Circuit cards and DIMMs are not designed to take excessive pressure.
● Keep cables clear of any movable or rotating parts (such as a fan) to prevent them from being cut or crimped when the component is lowered into its normal position.
● In all cases, avoid bending or twisting the cables. Do not bend any cable sharply. A sharp bend can break the internal wires.
● Do not rely on components like the keyboard or service door to push cables down internally. Always position the cables to lie properly by themselves or in the cable guides and chassis areas designed for cable routing.
IMPORTANT: Always release connector latch before removing the cable. Otherwise, pulling the cable could damage the cable pins and result in a failed device.
There are several types of connectors on the system board with different requirements for cable removal or insertion.
IMPORTANT: Do not touch connector pins and connector gold fingers directly with bare hands.
Use this information to properly use flex cables.
When connecting flex cables to a ZIF connector, rotate the latch to 90°, push the cable completely, evenly into the connector, and then close the latch.
When removing flex cables from a ZIF connector on the system board, you must release the latch before removing the cable. Always follow these steps:
1.
Flip the connector latch 90° to release the cable.
2.
Grasp the cable end of the connector and pull it straight out.
IMPORTANT: Always release connector latch before removing the cable. Otherwise, pulling the cable could damage the cable pins and result in a failed device.
Additional information 137
Use flat tool to pull connector evenly. Do not pull on cable to remove.
Slide connector into receptacle on same horizontal plane as board and use a flat tool to push evenly into receptacle.
Use these procedures to properly insert and remove a multiple-pin horizontal connector.
Insert procedure:
1.
Slide connector evenly into receptacle on same horizontal plane as PCB connector.
2.
Pull lock bar to insert and push both side connector horizontally to firmly lock.
3.
Tape down lock bar over the panel to hold in position.
Reverse the previous procedure to remove the connector:
1.
Remove tape.
2.
Pull up bar (pull tape) and release the lock with the PCB connector.
3.
Pull to the direction in parallel with PCB to withdraw the connector.
Use this procedure to properly insert and remove a multiple-pin vertical connector.
● Remove the connector gasket before removing the connector.
● If the connector has a plastic pull tab, pull the tab to disconnect. Otherwise, use flat tool under the connector to remove evenly. Do not pull on the cable to remove.
● Press evenly when reseating, reconnecting, or installing the connector.
138 Chapter 7 Troubleshooting guide
For more information about cable management, see
.
Additional information 139
HP provides several tools to help set up and protect your computer.
Computer Setup, or Basic Input/Output System (BIOS), controls communication between all the input and output devices on the system (such as hard drives, display, keyboard, mouse, and printer). Computer Setup includes settings for types of devices installed, the startup sequence of the computer, and amount of system and extended memory.
NOTE: Use extreme care when making changes in Computer Setup. Errors can prevent the computer from operating properly.
To start Computer Setup, turn on or restart the computer, and when the HP logo appears, press f10 to enter
Computer Setup.
You can navigate and select in Computer Setup using one or more methods.
● To select a menu or a menu item, use the tab key and the keyboard arrow keys and then press enter , or use a pointing device to select the item.
● To scroll up and down, select the up arrow or the down arrow in the upper-right corner of the screen, or use the up arrow key or the down arrow key on the keyboard.
● To close open dialog boxes and return to the main Computer Setup screen, press esc , and then follow the on-screen instructions.
To exit Computer Setup, choose one of the following methods:
● To exit Computer Setup menus without saving your changes, select Main, select Ignore Changes and
Exit, and then select Yes.
NOTE: If you are using arrow keys to highlight your choice, you must then press enter .
● To save your changes and exit Computer Setup menus, select Main, select Save Changes and Exit, and then select Yes.
NOTE: If you are using arrow keys to highlight your choice, you must then press enter .
Your changes go into effect when the computer restarts.
To return all settings in Computer Setup to the values that were set at the factory, follow these steps.
NOTE: Restoring defaults will not change the hard drive mode.
140 Chapter 8 Computer Setup (BIOS), TPM, and HP Sure Start
1.
Start Computer Setup. See
Using Computer Setup on page 140
.
2.
Select Main, select Apply Factory Defaults and Exit, and then select Yes.
NOTE: If you are using arrow keys to highlight your choice, you must then press enter .
NOTE: On select products, the selections might display Restore Defaults instead of Apply Factory
Defaults and Exit.
Your changes go into effect when the computer restarts.
NOTE: Your password settings and security settings are not changed when you restore the factory settings.
Updated versions of the BIOS might be available on the HP website. Most BIOS updates on the HP website are packaged in compressed files called SoftPaqs.
Some download packages contain a file named Readme.txt, which contains information regarding installing and troubleshooting the file.
To decide whether you need to update Computer Setup (BIOS), first determine the BIOS version on your computer.
You can access BIOS version information (also known as ROM date and System BIOS) by pressing fn + esc (if you are already in Windows) or by using Computer Setup.
1.
Start Computer Setup. See
Using Computer Setup on page 140
.
2.
Select Main, and then select System Information.
3.
To exit Computer Setup menus without saving your changes, select Main, select Ignore Changes and
Exit, and then select Yes.
NOTE: If you are using arrow keys to highlight your choice, you must then press enter .
To check for later BIOS versions, see Preparing for a BIOS update on page 141 .
Be sure to follow all prerequisites before downloading and installing a BIOS update.
IMPORTANT: To reduce the risk of damage to the computer or an unsuccessful installation, download and install a BIOS update only when the computer is connected to reliable external power using the AC adapter. Do not download or install a BIOS update while the computer is running on battery power, docked in an optional docking device, or connected to an optional power source. During the download and installation, follow these instructions:
Do not disconnect power on the computer by unplugging the power cord from the AC outlet.
Do not shut down the computer or initiate Sleep.
Do not insert, remove, connect, or disconnect any device, cable, or cord.
Downloading a BIOS update
After you review the prerequisites, you can check for and download BIOS updates.
Using Computer Setup 141
1.
Type support in the taskbar search box, and then select the HP Support Assistant app.
– or –
Select the question mark icon in the taskbar.
2.
Select Updates, and then select Check for updates and messages.
3.
Follow the on-screen instructions.
4.
At the download area, follow these steps: a.
Identify the most recent BIOS update and compare it to the BIOS version currently installed on your computer. Make a note of the date, name, or other identifier. You might need this information to locate the update later, after it has been downloaded to your hard drive.
b.
Follow the on-screen instructions to download your selection to the hard drive.
Make a note of the path to the location on your hard drive where the BIOS update is downloaded.
You will need to access this path when you are ready to install the update.
NOTE: If you connect your computer to a network, consult the network administrator before installing any software updates, especially system BIOS updates.
Installing a BIOS update
BIOS installation procedures vary. Follow any instructions that are displayed on the screen after the download is complete. If no instructions are displayed, follow these steps.
1.
Type file in the taskbar search box, and then select File Explorer.
2.
Select your hard drive designation. The hard drive designation is typically Local Disk (C:).
3.
Using the hard drive path you recorded earlier, open the folder that contains the update.
4.
Double-click the file that has an .exe extension (for example, filename.exe).
The BIOS installation begins.
5.
Complete the installation by following the on-screen instructions.
NOTE: After a message on the screen reports a successful installation, you can delete the downloaded file from your hard drive.
To dynamically choose a boot device for the current startup sequence, follow these steps.
1.
Access the Boot Device Options menu:
● Turn on or restart the computer, and when the HP logo appears, press f9 to enter the Boot Device
Options menu.
2.
Select a boot device, press enter , and then follow the on-screen instructions.
TPM provides additional security for your computer. You can modify the TPM settings in Computer Setup
(BIOS).
142 Chapter 8 Computer Setup (BIOS), TPM, and HP Sure Start
IMPORTANT: Before enabling Trusted Platform Module (TPM) functionality on this system, you must ensure that your intended use of TPM complies with relevant local laws, regulations and policies, and approvals or licenses must be obtained if applicable. For any compliance issues arising from your operation or usage of
TPM that violates the previously mentioned requirement, you shall bear all the liabilities wholly and solely. HP will not be responsible for any related liabilities.
NOTE: If you change the TPM setting to Hidden, TPM is not visible in the operating system.
To access TPM settings in Computer Setup:
1.
Start Computer Setup. See
Using Computer Setup on page 140
.
2.
Select Security, select TPM Embedded Security, and then follow the on-screen instructions.
Select computer models are configured with HP Sure Start, a technology that monitors the computer's BIOS for attacks or corruption. If the BIOS becomes corrupted or is attacked, HP Sure Start automatically restores the BIOS to its previously safe state, without user intervention.
HP Sure Start is configured and already enabled so that most users can use the HP Sure Start default configuration. Advanced users can customize the default configuration.
To access the latest documentation on HP Sure Start, go to http://www.hp.com/support . Select Find your
product, and then follow the on-screen instructions.
Using HP Sure Start (select products only) 143
This chapter provides information about processes that are standard procedure for most products.
● Backing up your personal information—You can use Windows tools to back up your personal information (see
Using Windows tools on page 144 ).
● Creating a restore point—You can use Windows tools to create a restore point (see
Using Windows tools on page 144
).
● Creating recovery media (select products only)—You can use the HP Cloud Recovery Download Tool
● Restoring and recovery—Windows offers several options for restoring from backup, refreshing the computer, and resetting the computer to its original state (see
Using Windows tools on page 144 ).
IMPORTANT: If you will be performing recovery procedures on a tablet, the tablet battery must be at least
70% charged before you start the recovery process.
IMPORTANT: For a tablet with a detachable keyboard, connect the tablet to the keyboard base before beginning any recovery process.
These methods of creating recovery media and backups are available on select products only. Choose the appropriate method for your computer model.
You can use Windows tools to back up personal information and create system restore points and recovery media.
IMPORTANT: Windows is the only option that allows you to back up your personal information. Schedule regular backups to avoid information loss.
NOTE: If computer storage is 32 GB or less, Microsoft System Restore is disabled by default.
For more information and steps, see the Get Help app.
NOTE: You must be connected to the Internet to access the Get Help app.
1.
Select the Start button, and then select the Get Help app.
2.
Enter the task you want to perform.
You can use the HP Cloud Recovery Download Tool to create HP Recovery media on a bootable USB flash drive.
For details:
▲ Go to http://www.hp.com/support , search for HP Cloud Recovery, and then select the result that matches the type of computer that you have.
144 Chapter 9 Backing up, restoring, and recovering
NOTE: If you cannot create recovery media yourself, contact support to obtain recovery discs. Go to http://www.hp.com/support , select your country or region, and then follow the on-screen instructions.
You have several options for recovering your system. Choose the method that best matches your situation and level of expertise.
NOTE: Not all methods are available on all products.
Windows offers several options for restoring, resetting, and refreshing the computer.
For details, see Using Windows tools on page 144 .
You can use HP Recovery media to recover the original operating system and software programs that were installed at the factory. On select products, it can be created on a bootable USB flash drive using the HP Cloud
Recovery Download Tool.
.
NOTE: If you cannot create recovery media yourself, contact support to obtain recovery discs. Go to http://www.hp.com/support , select your country or region, and then follow the on-screen instructions.
To recover your system:
▲ Insert the HP Recovery media, and then restart the computer.
If your computer does not restart using the HP Recovery media, you can change the computer boot order. This is the order of devices listed in BIOS where the computer looks for startup information. You can change the selection to an optical drive or a USB flash drive, depending on the location of your HP Recovery media.
To change the boot order:
IMPORTANT: For a tablet with a detachable keyboard, connect the tablet to the keyboard base before beginning these steps.
1.
Insert the HP Recovery media.
2.
Access the system Startup menu.
● For computers or tablets with keyboards attached, turn on or restart the computer or tablet, quickly press esc , and then press f9 for boot options.
● For tablets without keyboards, turn on or restart the tablet, quickly hold down the volume up button, and then select f9.
‒ or –
Turn on or restart the tablet, quickly hold down the volume down button, and then select f9.
3.
Select the optical drive or USB flash drive from which you want to boot, and then follow the on-screen instructions.
Restoring and recovery 145
Select computer models are configured with HP Sure Recover, a PC OS recovery solution built into the hardware and firmware. HP Sure Recover can fully restore the HP OS image without installed recovery software.
Using HP Sure Recover, an administrator or user can restore the system and install:
● Latest version of the operating system
● Platform-specific device drivers
● Software applications, in the case of a custom image
To access the latest documentation for HP Sure Recover, go to http://www.hp.com/support . Select Find your
product, and then follow the on-screen instructions.
146 Chapter 9 Backing up, restoring, and recovering
You can use the HP PC Hardware Diagnostics utility to determine whether your computer hardware is running properly. The three versions are HP PC Hardware Diagnostics Windows, HP PC Hardware Diagnostics UEFI
(Unified Extensible Firmware Interface), and (for select products only) Remote HP PC Hardware Diagnostics
UEFI, a firmware feature.
HP PC Hardware Diagnostics Windows is a Windows-based utility that allows you to run diagnostic tests to determine whether the computer hardware is functioning properly. The tool runs within the Windows operating system to diagnose hardware failures.
If HP PC Hardware Diagnostics Windows is not installed on your computer, first you must download and install
it. To download HP PC Hardware Diagnostics Windows, see Downloading HP PC Hardware Diagnostics
.
When HP PC Hardware Diagnostics Windows detects a failure that requires hardware replacement, a 24-digit
Failure ID code is generated.
▲ Depending on the instructions on the screen, choose one of these options:
● If failure ID link is displayed, select the link and follow the on-screen instructions.
● If instructions for calling support are displayed. Follow those instructions.
After HP PC Hardware Diagnostics Windows is installed, you can access it from HP Help and Support or HP
Support Assistant.
After HP PC Hardware Diagnostics Windows is installed, follow these steps to access it from HP Help and
Support.
To access HP PC Hardware Diagnostics Windows from HP Help and Support:
1.
Select the Start button, and then select HP Help and Support.
2.
Select HP PC Hardware Diagnostics Windows.
3.
When the tool opens, select the type of diagnostic test that you want to run, and then follow the onscreen instructions.
NOTE: To stop a diagnostic test, select Cancel.
Using HP PC Hardware Diagnostics Windows (select products only) 147
After HP PC Hardware Diagnostics Windows is installed, follow these steps to access it from HP Support
Assistant.
To access HP PC Hardware Diagnostics Windows from HP Support Assistant:
1.
Type support in the taskbar search box, and then select the HP Support Assistant app.
– or –
Select the question mark icon in the taskbar.
2.
Select Troubleshooting and fixes.
3.
Select Diagnostics, and then select HP PC Hardware Diagnostics Windows.
4.
When the tool opens, select the type of diagnostic test that you want to run, and then follow the onscreen instructions.
NOTE: To stop a diagnostic test, select Cancel.
The HP PC Hardware Diagnostics Windows downloading instructions are provided in English only. You must use a Windows computer to download this tool because only .exe files are provided.
To download HP PC Hardware Diagnostics Windows from HP, follow these steps.
1.
Go to http://www.hp.com/go/techcenter/pcdiags . The HP PC Diagnostics home page is displayed.
2.
Select Download HP Diagnostics Windows, and then select a location on your computer or a USB flash drive.
The tool downloads to the selected location.
You can download the HP PC Hardware Diagnostics Windows from the Microsoft Store.
1.
Select the Microsoft Store app on your desktop or enter Microsoft Store in the taskbar search box.
2.
Enter HP PC Hardware Diagnostics Windows in the Microsoft Store search box.
3.
Follow the on-screen directions.
The tool downloads to the selected location.
You can download HP PC Hardware Diagnostics Windows by product name or number.
NOTE: For some products, you might have to download the software to a USB flash drive by using the product name or number.
148 Chapter 10 Using HP PC Hardware Diagnostics
1.
Go to http://www.hp.com/support .
2.
Select Software and Drivers, select your type of product, and then enter the product name or number in the search box that is displayed.
3.
In the Diagnostics section, select Download, and then follow the on-screen instructions to select the specific Windows diagnostics version to be downloaded to your computer or USB flash drive.
The tool downloads to the selected location.
To install HP PC Hardware Diagnostics Windows, navigate to the folder on your computer or the USB flash drive where the .exe file downloaded, double-click the .exe file, and then follow the on-screen instructions.
HP PC Hardware Diagnostics UEFI (Unified Extensible Firmware Interface) allows you to run diagnostic tests to determine whether the computer hardware is functioning properly. The tool runs outside the operating system so that it can isolate hardware failures from issues that are caused by the operating system or other software components.
NOTE: For Windows 10 S computers, you must use a Windows computer and a USB flash drive to download and create the HP UEFI support environment because only .exe files are provided. For more information, see
Downloading HP PC Hardware Diagnostics UEFI to a USB flash drive on page 150
.
If your PC does not start in Windows, you can use HP PC Hardware Diagnostics UEFI to diagnose hardware issues.
When HP PC Hardware Diagnostics UEFI detects a failure that requires hardware replacement, a 24-digit
Failure ID code is generated.
For assistance in solving the problem:
▲ Select Contact HP, accept the HP privacy disclaimer, and then use a mobile device to scan the Failure ID code that appears on the next screen. The HP Customer Support - Service Center page appears with your
Failure ID and product number automatically filled in. Follow the on-screen instructions.
– or –
Contact support, and provide the Failure ID code.
NOTE: To start diagnostics on a convertible computer, your computer must be in notebook mode, and you must use the attached keyboard.
NOTE: If you need to stop a diagnostic test, press esc .
To start HP PC Hardware Diagnostics UEFI, follow this procedure.
1.
Turn on or restart the computer, and quickly press esc .
2.
Press f2 .
The BIOS searches three places for the diagnostic tools, in the following order:
Using HP PC Hardware Diagnostics UEFI 149
a.
Connected USB flash drive
NOTE: To download the HP PC Hardware Diagnostics UEFI tool to a USB flash drive, see
Downloading the latest HP PC Hardware Diagnostics UEFI version on page 150
.
b.
Hard drive c.
BIOS
3.
When the diagnostic tool opens, select a language, select the type of diagnostic test you want to run, and then follow the on-screen instructions.
Downloading HP PC Hardware Diagnostics UEFI to a USB flash drive can be useful in some situations.
● HP PC Hardware Diagnostics UEFI is not included in the preinstallation image.
● HP PC Hardware Diagnostics UEFI is not included in the HP Tool partition.
● The hard drive is damaged.
NOTE: The HP PC Hardware Diagnostics UEFI downloading instructions are provided in English only, and you must use a Windows computer to download and create the HP UEFI support environment because only .exe files are provided.
To download the latest HP PC Hardware Diagnostics UEFI version to a USB flash drive, follow this procedure.
1.
Go to http://www.hp.com/go/techcenter/pcdiags . The HP PC Diagnostics home page is displayed.
2.
Select Download HP Diagnostics UEFI, and then select Run.
You can download HP PC Hardware Diagnostics UEFI by product name or number (select products only) to a
USB flash drive.
NOTE: For some products, you might have to download the software to a USB flash drive by using the product name or number.
1.
Go to http://www.hp.com/support .
2.
Enter the product name or number, select your computer, and then select your operating system.
3.
In the Diagnostics section, follow the on-screen instructions to select and download the specific UEFI
Diagnostics version for your computer.
Remote HP PC Hardware Diagnostics UEFI is a firmware (BIOS) feature that downloads HP PC Hardware
Diagnostics UEFI to your computer. It can then execute the diagnostics on your computer, and it might upload results to a preconfigured server.
For more information about Remote HP PC Hardware Diagnostics UEFI, go to http://www.hp.com/go/ techcenter/pcdiags , and then select Find out more.
150 Chapter 10 Using HP PC Hardware Diagnostics
HP Remote PC Hardware Diagnostics UEFI is also available as a SoftPaq that you can download to a server.
You can download the latest HP PC Hardware Diagnostics UEFI version to a USB flash drive.
1.
Go to http://www.hp.com/go/techcenter/pcdiags . The HP PC Diagnostics home page is displayed.
2.
Select Download Remote Diagnostics, and then select Run.
You can download HP Remote PC Hardware Diagnostics UEFI by product name or number.
NOTE: For some products, you might have to download the software by using the product name or number.
1.
Go to http://www.hp.com/support .
2.
Select Software and Drivers, select your type of product, enter the product name or number in the search box that is displayed, select your computer, and then select your operating system.
3.
In the Diagnostics section, follow the on-screen instructions to select and download the Remote UEFI version for the product.
Using the Remote HP PC Hardware Diagnostics setting in Computer Setup (BIOS), you can perform several customizations.
● Set a schedule for running diagnostics unattended. You can also start diagnostics immediately in interactive mode by selecting Execute Remote HP PC Hardware Diagnostics.
● Set the location for downloading the diagnostic tools. This feature provides access to the tools from the
HP website or from a server that has been preconfigured for use. Your computer does not require the traditional local storage (such as a hard drive or USB flash drive) to run remote diagnostics.
● Set a location for storing the test results. You can also set the user name and password that you use for uploads.
● Display status information about the diagnostics run previously.
To customize Remote HP PC Hardware Diagnostics UEFI settings, follow these steps:
1.
Turn on or restart the computer, and when the HP logo appears, press f10 to enter Computer Setup.
2.
Select Advanced, and then select Settings.
3.
Make your customization selections.
4.
Select Main, and then Save Changes and Exit to save your settings.
Your changes take effect when the computer restarts.
Using Remote HP PC Hardware Diagnostics UEFI settings (select products only) 151
This chapter provides specifications for your computer.
This section provides specifications for your computer. When traveling with your computer, the computer dimensions and weights, as well as input power ratings and operating specifications, provide helpful information.
Table 11-1 Computer specifications
Metric U.S.
Dimensions
Width
Depth
Height (400 nits and above, nontouch)
Height (250 nits, nontouch or touch)
Weight
Nontouch panel
Touch panel
Input power
Operating voltage and current
359.5 mm
233.7 mm
19.2 mm
19.9 mm
1.75 kg
1.90 kg
14.2 in
9.2 in
0.76 in
0.78 in
3.87 lbs
4.19 lbs
19.5 V dc @ 2.31 A – 45 W
19.5 V dc @ 3.33 A – 65 W
Temperature
Operating
Nonoperating
Relative humidity (noncondensing)
Operating
Nonoperating
5°C to 35°C
–20°C to 60°C
41°F to 95°F
–4°F to 140°F
10% to 90%
5% to 95%
Maximum altitude (unpressurized)
Operating –15 m to 3,048 m –50 ft to 10,000 ft
Nonoperating –15 m to 12,192 m –50 ft to 40,000 ft
NOTE: Applicable product safety standards specify thermal limits for plastic surfaces. The device operates well within this range of temperatures.
152 Chapter 11 Specifications
This section provides specifications for your display.
Table 11-2 Display specifications
Metric
Active diagonal size
Resolution
Surface treatment
Brightness
Viewing angle
Backlight
Display panel interface
U.S.
39.6 cm
1920 × 1080
3940 × 2160
15.6 in
Antiglare
250 nits (45% CG panels, touch and nontouch)
400 nits (sRGB 100% panels)
1000 nits (72% CG panels)
UWVA
LED eDP
This section provides specifications for your solid-state drives.
Table 11-3 Solid-state drive specifications
256 GB*
Dimensions
Height
Length
Width
Weight
Interface type
Ready time, maximum (to not busy)
Access times, logical
Transfer rate
Sequential read
Random read
Sequential write
Random write
Total logical sectors
Operating temperature
1.0 mm
50.8 mm
28.9 mm
< 10 g
PCIe
1.0 ms
0.1 ms up to 2150 MB/s
Up to 300,000 IOPs up to 1550 MB/s
Up to 100,000 IOPs
468,883,296
512 GB*
1.0 mm
50.8 mm
28.9 mm
< 10 g
PCIe
< 1.0 ms
0.1 ms
1 TB*
1.0 mm
50.8 mm
28.9 mm
< 10 g
PCIe
1.0 ms
0.1 ms up to 2150 MB/s
Up to 300,000 IOPs up to 1550 MB/s
Up to 100,000 IOPs up to 2150 MB/s
Up to 300,000 IOPs up to 1550 MB/s
Up to 100,000 IOPs
1,000,215,216 1,500,336,388
0°C to 70°C (32°F to 158°F)
39.6 cm (15.6 in) display specifications 153
Table 11-3 Solid-state drive specifications (continued)
256 GB* 512 GB* 1 TB*
*1 GB = 1 billion bytes when referring to hard drive storage capacity. Actual accessible capacity is less. Actual drive specifications may differ slightly.
NOTE: Certain restrictions and exclusions apply. Contact support for details.
154 Chapter 11 Specifications
For general information regarding nonvolatile memory in HP Business computers, and to restore nonvolatile memory that can contain personal data after the system has been turned off and the hard drive has been removed, use these instructions.
HP Business computer products that use Intel®-based or AMD®-based system boards contain volatile DDR memory. The amount of nonvolatile memory present in the system depends upon the system configuration.
Intel-based and AMD-based system boards contain nonvolatile memory subcomponents as originally shipped from HP, with the following assumptions:
● No subsequent modifications were made to the system.
● No applications, features, or functionality were added to or installed on the system.
Following system shutdown and removal of all power sources from an HP Business computer system, personal data can remain on volatile system memory (DIMMs) for a finite period of time and also remains in nonvolatile memory. Use the following steps to remove personal data from the computer, including the nonvolatile memory found in Intel-based and AMD-based system boards.
NOTE: If your tablet has a keyboard base, connect to the keyboard base before beginning steps in this chapter.
Use these instructions to restore nonvolatile memory.
1.
Follow these steps to restore the nonvolatile memory that can contain personal data. Restoring or reprogramming nonvolatile memory that does not store personal data is neither necessary nor recommended.
a.
Turn on or restart the computer, and then quickly press esc .
NOTE: If the system has a BIOS administrator password, enter the password at the prompt.
b.
Select Main, select Apply Factory Defaults and Exit, and then select Yes to load defaults. The computer restarts.
c.
During the restart, press esc while the "Press the ESC key for Startup Menu" message is displayed at the bottom of the screen.
NOTE: If the system has a BIOS administrator password, enter the password at the prompt.
d.
Select the Security menu, select Restore Security Settings to Factory Defaults, and then select
Yes to restore security level defaults. The computer reboots.
e.
During the reboot, press esc while the "Press the ESC key for Startup Menu" message is displayed at the bottom of the screen.
NOTE: If the system has a BIOS administrator password, enter the password at the prompt.
f.
If an asset or ownership tag is set, select the Security menu and scroll down to the Utilities menu.
Select System IDs, and then select Asset Tracking Number. Clear the tag, and then make the selection to return to the prior menu.
155
g.
If a DriveLock password is set, select the Security menu, and scroll down to Hard Drive Utilities under the Utilities menu. Select Hard Drive Utilities, select DriveLock, and then clear the check box for DriveLock password on restart. Select OK to proceed.
h.
Select the Main menu, and then select Reset BIOS Security to factory default. Click Yes at the warning message. The computer reboots.
i.
During the reboot, press esc while the "Press the ESC key for Startup Menu" message is displayed at the bottom of the screen.
NOTE: If the system has a BIOS administrator password, enter the password at the prompt.
j.
Select the Main menu, select Apply Factory Defaults and Exit, select Yes to save changes and exit, and then select Shutdown.
k.
Reboot the system. If the system has a Trusted Platform Module (TPM), fingerprint reader, or both, one or two prompts will appear—one to clear the TPM and the other to Reset Fingerprint Sensor.
Press or tap f1 to accept or f2 to reject.
l.
Remove all power and system batteries for at least 24 hours.
2.
Complete one of the following:
● Remove and retain the storage drive.
– or –
● Clear the drive contents by using a third-party utility designed to erase data from an SSD.
– or –
● Clear the contents of the drive by using the following BIOS Setup Secure Erase command option steps:
If you clear data using Secure Erase, you cannot recover it.
a.
Turn on or restart the computer, and then quickly press esc .
b.
Select the Security menu and scroll down to the esc menu.
c.
Select Hard Drive Utilities.
d.
Under Utilities, select Secure Erase, select the hard drive storing the data you want to clear, and then follow the on-screen instructions to continue.
– or –
Clear the contents of the drive using the following Disk Sanitizer commands steps: i.
Turn on or restart the computer, and then quickly press esc .
ii.
Select the Security menu and scroll down to the Utilities menu.
iii. Select Hard Drive Utilities.
iv. Under Utilities, select Disk Sanitizer, select the hard drive with the data that you want to clear, and then follow the on-screen instructions to continue.
NOTE: The amount of time it takes for Disk Sanitizer to run can take several hours. Plug the computer into an AC outlet before starting.
156 Chapter 12 Statement of memory volatility
Use this table to troubleshooting nonvolatile memory usage.
Table 12-1 Troubleshooting steps for nonvolatile memory usage
Nonvolatile memory type Amount (Size)
Does this memory store customer data?
Does this memory retain data when power is removed?
What is the purpose of this memory?
How is data entered into this memory?
How is this memory write-protected?
HP Sure Start flash
(select models only)
8 MB
Real Time Clock
(RTC) battery backed-up CMOS configuration memory
Controller (NIC)
EEPROM
256 bytes
64 KB (not customer accessible)
DIMM Serial
Presence Detect
(SPD) configuration data
System BIOS
256 bytes per memory module, 128 bytes programmable
(not customer accessible)
9 MB
No
No
No
No
Yes
Yes
Yes
Yes
Yes
Yes
Provides protected backup of critical System
BIOS code, EC firmware, and critical computer configuration data for select platforms that support HP
Sure Start.
For more information, see
(select products only) on page 160 .
Data cannot be written to this device via the host processor.
The content is managed solely by the HP Sure Start
Embedded Controller.
This memory is protected by the HP Sure Start
Embedded Controller.
Stores system date and time and noncritical data.
RTC battery backed-up CMOS is programmed using
Computer Setup (BIOS), or by changing the Windows date & time.
This memory is not writeprotected.
Stores NIC configuration and NIC firmware.
NIC EEPROM is programmed using a utility from the NIC vendor that can be run from
DOS.
Stores memory module information.
DIMM SPD is programmed by the memory vendor.
A utility must be used to write data to this memory and is available from the
NIC vendor. Writing data to this ROM in an inappropriate manner will render the NIC nonfunctional.
Data cannot be written to this memory when the module is installed in a computer. The specific write-protection method varies by memory vendor.
Stores system
BIOS code and computer configuration data.
System BIOS code is programmed at the factory.
Code is updated when the system BIOS is updated.
Configuration data and settings are entered using the Computer Setup (BIOS) or a custom utility.
NOTE: Writing data to this ROM in an inappropriate manner can render the computer nonfunctional.
A utility must be used for writing data to this memory and is available
Nonvolatile memory usage 157
Table 12-1 Troubleshooting steps for nonvolatile memory usage (continued)
Nonvolatile memory type Amount (Size)
Does this memory store customer data?
Does this memory retain data when power is removed?
What is the purpose of this memory?
How is data entered into this memory?
How is this memory write-protected?
Intel Management
Engine Firmware
(present only in select Elite or Z models. For more information, go to http://www.hp.com/ support . Select
Identify your product for manuals and specific product
information, and then follow the on-screen instructions.)
1.5 MB or 7 MB Yes
Bluetooth flash
(select products only)
802.11 WLAN
EEPROM
Camera (select products only)
2 megabits
4 kilobits to 8 kilobits
64 kilobits
Fingerprint reader
(select products only)
512 KB flash
No
No
No
Yes
Yes
Yes
Yes
Yes
Yes on the HP website; go to http://www.hp.com/ support . Select Find your
product, and then follow the on-screen instructions.
Stores
Management
Engine Code,
Settings,
Provisioning
Data and iAMT third-party data store.
Management Engine Code is programmed at the factory.
Code is updated via Intel secure firmware update utility. Unique Provisioning
Data can be entered at the factory or by an administrator using the
Management Engine (MEBx) setup utility. The third-party data store contents can be populated by a remote management console or local applications that have been registered by an administrator to have access to the space.
The Intel chipset is configured to enforce hardware protection to block all direct read-write access to this area. An
Intel utility must be used for updating the firmware. Only firmware updates digitally signed by Intel can be applied using this utility.
Stores
Bluetooth configuration and firmware.
Stores configuration and calibration data.
Bluetooth flash is programmed at the factory.
Tools for writing data to this memory are not publicly available but can be obtained from the silicon vendor.
A utility must be used for writing data to this memory and is made available through newer versions of the driver whenever the flash requires an upgrade.
802.11 WLAN EEPROM is programmed at the factory.
Tools for writing data to this memory are not made public.
A utility must be used for writing data to this memory and is typically not made available to the public unless a firmware upgrade is necessary to address a unique issue.
Stores camera configuration and firmware.
Stores fingerprint templates.
Camera memory is programmed using a utility from the device manufacturer that can be run from Windows.
A utility must be used for writing data to this memory and is typically not made available to the public unless a firmware upgrade is necessary to address a unique issue.
Fingerprint reader memory is programmed by user enrollment in HP
ProtectTools Security
Manager.
Only a digitally signed application can make the call to write to the flash.
158 Chapter 12 Statement of memory volatility
Use this section to answer your questions about nonvolatile memory.
1.
How can the BIOS settings be restored (returned to factory settings)?
IMPORTANT: The restore defaults feature does not securely erase any data on your hard drive. See question and answer 6 for steps to securely erase data.
The restore defaults feature does not reset the Custom Secure Boot keys. See question and answer 7 for information about resetting the keys.
a.
Turn on or restart the computer, and then quickly press esc .
b.
Select Main, and then select Apply Factory Defaults and Exit.
c.
Follow the on-screen instructions.
d.
Select Main, select Save Changes and Exit, and then follow the on-screen instructions.
2.
What is a UEFI BIOS, and how is it different from a legacy BIOS?
The Unified Extensible Firmware Interface (UEFI) BIOS is an industry-standard software interface between the platform firmware and an operating system (OS). It replaces the older BIOS architecture but supports much of the legacy BIOS functionality.
Like the legacy BIOS, the UEFI BIOS provides an interface to display the system information and configuration settings and to change the configuration of your computer before an OS is loaded. BIOS provides a secure runtime environment that supports a Graphic User Interface (GUI). In this environment, you can use either a pointing device (touch screen, touchpad, pointing stick, or USB mouse) or the keyboard to navigate and make menu and configuration selections. The UEFI BIOS also contains basic system diagnostics.
The UEFI BIOS provides functionality beyond that of the legacy BIOS. In addition, the UEFI BIOS works to initialize the computer’s hardware before loading and executing the OS; the runtime environment allows the loading and execution of software programs from storage devices to provide more functionality, such as advanced hardware diagnostics (with the ability to display more detailed system information) and advanced firmware management and recovery software.
HP has provided options in Computer Setup (BIOS) to allow you to run in legacy BIOS, if required by the operating system. Examples of this requirement would be if you upgrade or downgrade the OS.
3.
Where is the UEFI BIOS located?
The UEFI BIOS is located on a flash memory chip. You must use a utility to write to the chip.
4.
What kind of configuration data is stored on the DIMM Serial Presence Detect (SPD) memory module? How would this data be written?
The DIMM SPD memory contains information about the memory module, such as size, serial number, data width, speed and timing, voltage, and thermal information. This information is written by the module manufacturer and stored on an EEPROM. You cannot write to this EEPROM when the memory module is installed in a computer. Third-party tools do exist that can write to the EEPROM when the memory module is not installed in a computer. Various third-party tools are available to read SPD memory.
5.
What is meant by “Restore the nonvolatile memory found in Intel-based system boards”?
This message relates to clearing the Real Time Clock (RTC) CMOS memory that contains computer configuration data.
6.
How can the BIOS security be reset to factory defaults and erase the data?
Questions and answers 159
IMPORTANT: Resetting results in the loss of information.
These steps do not reset Custom Secure Boot Keys. See question and answer 7 for information about resetting the keys.
a.
Turn on or restart the computer, and then quickly press esc .
b.
Select Main, and then select Reset Security to Factory Defaults.
c.
Follow the on-screen instructions.
d.
Select Main, select Save Changes and Exit, and then follow the on-screen instructions.
7.
How can the Custom Secure Boot Keys be reset?
Secure Boot is a feature to ensure that only authenticated code can start on a platform. If you enabled
Secure Boot and created Custom Secure Boot Keys, disabling Secure Boot does not clear the keys. You must also select to clear the Custom Secure Boot Keys. Use the same Secure Boot access procedure that you used to create the Custom Secure Boot Keys, but select to clear or delete all Secure Boot Keys.
a.
Turn on or restart the computer, and then quickly press esc .
b.
Select the Security menu, select Secure Boot Configuration, and then follow the on-screen instructions.
c.
At the Secure Boot Configuration window, select Secure Boot, select Clear Secure Boot Keys, and then follow the on-screen instructions to continue.
Select computer models are configured with HP Sure Start, a technology that continuously monitors your computer's BIOS for attacks or corruption.
If the BIOS becomes corrupted or is attacked, HP Sure Start restores the BIOS to its previously safe state, without user intervention. Those select computer models ship with HP Sure Start configured and enabled. HP
Sure Start is configured and already enabled so that most users can use the HP Sure Start default configuration. Advanced users can customize the default configuration.
To access the latest documentation on HP Sure Start, go to http://www.hp.com/support .
160 Chapter 12 Statement of memory volatility
This chapter provides power cord requirements for countries and regions.
The wide-range input feature of the computer permits it to operate from any line voltage from 100 V ac to
120 V ac, or from 220 V ac to 240 V ac.
The 3-conductor power cord set included with the computer meets the requirements for use in the country or region where the equipment is purchased.
Power cord sets for use in other countries or regions must meet the requirements of the country and region where the computer is used.
These power cord requirements are applicable to all countries and regions.
● The length of the power cord set must be at least 1.0 m (3.3 ft) and no more than 2.0 m (6.5 ft).
● All power cord sets must be approved by an acceptable accredited agency responsible for evaluation in the country or region where the power cord set will be used.
● The power cord sets must have a minimum current capacity of 10 A and a nominal voltage rating of 125
V ac or 250 V ac, as required by the power system of each country or region.
● The appliance coupler must meet the mechanical configuration of an EN 60 320/IEC 320 Standard Sheet
C13 connector for mating with the appliance inlet on the back of the computer.
To determine power cord requirements for specific countries and regions, use this table.
Table 13-1 Power cord requirements for specific countries and regions
Country/region Accredited agency Applicable note number
Argentina
Australia
Austria
Belgium
Brazil
Canada
Chile
Denmark
Finland
France
Germany
IRAM
SAA
OVE
CEBEC
ABNT
CSA
IMQ
DEMKO
FIMKO
UTE
VDE
1
1
2
1
1
1
1
1
1
1
1
161
Table 13-1 Power cord requirements for specific countries and regions (continued)
Country/region Accredited agency Applicable note number
India
Israel
Italy
Japan
The Netherlands
New Zealand
Norway
The People's Republic of China
Saudi Arabia
Singapore
South Africa
South Korea
Sweden
Switzerland
Taiwan
Thailand
The United Kingdom
The United States
BSMI
TISI
ASTA
UL
SABS
KTL
SEMKO
SEV
BIS
SII
IMQ
JIS
KEMA
SANZ
NEMKO
CCC
SASO
PSB
6
1
1
2
1
5
1
1
1
4
7
1
1
3
1
1
1
1
1.
The flexible cord must be Type HO5VV-F, 3-conductor, 0.75 mm² conductor size. Power cord set fittings (appliance coupler and wall plug) must bear the certification mark of the agency responsible for evaluation in the country or region where it will be used.
2.
The flexible cord must be Type SVT/SJT or equivalent, No. 18 AWG, 3-conductor. The wall plug must be a two-pole grounding type with a NEMA 5-15P (15 A, 125 V ac) or NEMA 6-15P (15 A, 250 V ac) configuration. CSA or C-UL mark. UL file number must be on each element.
3.
The appliance coupler, flexible cord, and wall plug must bear a T mark and registration number in accordance with the Japanese
Dentori Law. The flexible cord must be Type VCTF, 3-conductor, 0.75 mm² or 1.25 mm² conductor size. The wall plug must be a two-pole grounding type with a Japanese Industrial Standard C8303 (7 A, 125 V ac) configuration.
4.
The flexible cord must be Type RVV, 3-conductor, 0.75 mm² conductor size. Power cord set fittings (appliance coupler and wall plug) must bear the CCC certification mark.
5.
The flexible cord must be Type H05VV-F 3-conductor, 0.75 mm² conductor size. KTL logo and individual approval number must be on each element. Approval number and logo must be printed on a flag label.
6.
The flexible cord must be Type HVCTF 3-conductor, 1.25 mm² conductor size. Power cord set fittings (appliance coupler, cable, and wall plug) must bear the BSMI certification mark.
7.
For 127 V ac, the flexible cord must be Type SVT or SJT 3-conductor, 18 AWG, with plug NEMA 5-15P (15 A, 125 V ac), with UL and
CSA or C-UL marks. For 240 V ac, the flexible cord must be Type H05VV-F 3-conductor, 0.75 mm² or 1.00 mm² conductor size, with plug BS 1363/A with BSI or ASTA marks.
162 Chapter 13 Power cord set requirements
When a nonrechargeable or rechargeable battery has reached the end of its useful life, do not dispose of the battery in general household waste. Follow the local laws and regulations in your area for battery disposal.
HP encourages customers to recycle used electronic hardware, HP original print cartridges, and rechargeable batteries. For more information about recycling programs, see the HP website at http://www.hp.com/recycle .
163
A
AC adapters, spare part numbers 24
ambient light sensor, identifying 9
audio-out (headphone)/audio-in
B
backup, creating 144 backups 144
BIOS
determining version 141 downloading an update 141,
boot order changing using the f9 prompt
bottom cover
removal 31 spare part number 31
buttons
power 13, 14 programmable key 14
C
Cable Kit
camera
camera privacy cover
card reader board
removal 43 spare part number 43
cautions
electrostatic discharge 26, 27
component
components
Computer Setup
navigating and selecting 140 restoring factory settings 140 starting 140
D display
display assembly
display back cover
illustrated 21 spare part number 21
display bezel
illustrated 21 spare part number 21
display cable
illustrated 21 spare part number 21
display panel
illustrated 21 spare part number 21
E
electrostatic discharge (ESD) 26, 27
esc key, identifying keys
F fan
removal 49 spare part number 49
fingerprint reader board
removal 46 spare part numbers 46
fingerprint reader insert
fingerprint reader, identifying 14 fn key, identifying 14
G
guidelines
packaging 26, 30 transporting 26, 30
H hard drive
heat sink
removal 50 spare part numbers 50
hinge
illustrated 21 spare part number 21
hinge cover
illustrated 21 spare part number 21
hot keys
HP PC Hardware Diagnostics UEFI
HP PC Hardware Diagnostics Windows
accessing 147, 148 downloading 148
HP Recovery media
164 Index
I
I/O bracket insert
integrated numeric keypad,
internal microphones, identifying 9
J jacks audio-out (headphone)/audio-in
(microphone) combo,
K keyboard
keyboard with top cover
keys
L labels
Bluetooth 16 regulatory 16 serial number 16 service 16 wireless certification 16
lights
caps lock 12 mute 12 mute light, identifying 12
M memory
memory modules
removal 32 spare part numbers 32
N
NFC module
removal 49 spare part number 49
P
Plastics Kit
pointing device, product
ports
USB Type-C power connector and
power button, identifying 13, 14
power connector cable
removal 44 spare part number 44
power cord requirements for all countries
requirements for specific
countries and regions 161 set requirements 161
power cords, spare part numbers
product description
product name and number,
programmable key, identifying 14
R
recovery 144, 145 discs 145 media 145
creating using HP Cloud Recovery
creating using Windows tools
regulatory information
regulatory label 16 wireless certification labels 16
Remote HP PC Hardware Diagnostics
UEFI settings
removal and replacement
removing personal data from volatile
S
Screw Kit, spare part number 24
sensors
serial number, computer 16 service labels, locating 16
setup utility
navigating and selecting 140 restoring factory settings 140
SIM card insert
slots
smart card insert
solid-state drive
speaker
removal 56 spare part numbers 56
specifications
Sure Start
system board
removal 53 spare part numbers 53
Index 165
system memory, removing personal
system restore point, creating 144
T touchpad
removal 47 spare part number 47
transporting guidelines 26, 30
traveling with the computer 16
U
USB board
removal 45 spare part number 45
USB SuperSpeed ports
USB Type-C power connector and
V
W
Windows
backup 144 recovery media 144 system restore point 144
wireless antennas
illustrated 21 spare part number 21
wireless antennas, identifying 9
wireless certification label 16
WLAN module
removal 35 spare part numbers 35
WWAN insulator
WWAN module
removal 37 spare part numbers 37
166 Index
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How to remove or replace the camera module?
Prepare the computer by removing the bottom cover, battery, and display assembly. Use a tool to lift the module from the display back cover and disconnect the cable from the ZIF connector. This procedure is intended for authorized service providers.
How to troubleshoot an HP Zbook Firefly 15 G7 when the internal screen is blank but an external monitor works?
Run the HP PC Hardware Diagnostics (UEFI) by restarting and pressing Esc then F2. Navigate to Component Tests to run video and display tests. If tests pass, the issue is likely a physical connection. Reseat the display cables at the system board, the hub board behind the bezel, and the display panel connector.
How to access and remove the display panel and cables on an HP Zbook Firefly 15 G7?
Power down the device and disconnect the battery. Remove the bottom cover and disconnect the display and antenna cables from the system board. Remove the display assembly hinges and the display bezel. Use tweezers to pull the stretch-release adhesive tape from behind the left and right sides of the panel to release it, then disconnect the cables from the back of the panel and the hub board.
How to troubleshoot a device screen that remains blank while external video output functions?
Run HP PC Hardware Diagnostics (UEFI) by pressing 'esc' then 'f2' at startup to check for hardware failures. If the system board and onboard video tests pass, the issue is likely isolated to physical connections or components. Inspect and reseat the display cable at the system board, the hub board behind the bezel, and the display panel. If the cable or panel is defective, they should be replaced using the specific spare part numbers (e.g., M05513-001 for FHD cables or M05491-001 for 250-nit panels).
How to view UEFI diagnostics on an external monitor when the internal display is not working?
Connect the external monitor, restart the computer, and immediately press the 'esc' key followed by 'f2'. To force the video output to the external screen before the operating system loads, close the laptop lid immediately after entering the command.
How to access internal display components and cables for replacement?
Power down the device and disconnect the battery. Remove the bottom cover and unscrew the display hinges to remove the display assembly. Flex and lift the display bezel to release it. To remove the panel, use tweezers to pull out the stretch-release adhesive tape from behind the left and right sides, then rotate the panel over to access the connectors and the hub board.
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