Troubleshooting guide. HP Zbook Firefly 14 G7 Mobile Workstation (8VK71AV), Zbook Firefly 14 G7 Mobile Workstation (8VK69AV), Zbook Firefly 14 G7 Mobile Workstation (8VK70AV), ZBook Firefly 14 G7 Mobile Workstation, ZBook Firefly 14 G7 Base Model Mobile Workstation
The HP Zbook Firefly 14 G7 Mobile Workstation (8VK71AV) is a powerful and portable device designed for professionals on the go. It features a range of essential components, including memory modules, a WLAN and WWAN module, a solid-state drive, and a battery. This guide provides information on how to remove and replace these components, as well as troubleshooting tips and important safety information. It also covers using the Computer Setup (BIOS), TPM, and HP Sure Start.
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7 Troubleshooting guide
This chapter primarily focuses on troubleshooting HP Mobile Workstations. The information is provided so that you can solve problems yourself or at least narrow down the number of possible causes.
Based on some of the most common symptoms, this chapter identifies logical steps and available resources or tools for resolving an issue. HP recommends that you follow the instructions carefully, observe safety precautions, and note any observations or results. Capturing this information can help identify and resolve the problem more quickly.
WARNING!
To reduce the risk of electric shock or damage to the equipment:
● Do not disable the power cord grounding plug. The grounding plug is an important safety feature.
● Plug the power cord into a grounded (earthed) outlet that is easily accessible at all times.
● Disconnect power from the equipment by unplugging the power cord from the AC outlet.
● Before disassembling notebooks, always disconnect power and remove the battery.
IMPORTANT: Static electricity can damage the electronic components of the computer. To prevent damage to the computer, carefully observe the electrostatic discharge precautions.
● Discharge static electricity by briefly touching a grounded metal object before you begin.
● Work on a static-free mat.
● Wear a static strap to ensure that any accumulated electrostatic charge is discharged from your body to the ground.
● Create a common ground for the equipment that you are working on by connecting the static-free mat, static strap, and peripheral units to that piece of equipment.
● For more information, see
Electrostatic discharge information on page 29
.
IMPORTANT: The computer includes customer self-repair parts and parts that should be accessed only by an authorized service provider. Accessing parts described in the chapter titled "Removal and replacement procedures for authorized service provider only parts" can damage the computer or void the computer warranty.
Resources
Use this table to locate troubleshooting resources.
Table 7-1 Troubleshooting resources and their descriptions
HP Resource Tool Description
HP Elite Support
HP Customer Support
Subscribers Choice
HP Support Forums
Link
Provides live HP Premium support (available 24/7) to
Elite computers.
http://www8.hp.com/us/en/ads/eliteproducts/overview.html
Provides important support, such as warranty, support cases, drivers, Customer Advisories,
Customer and Security Bulletins, and Product Change
Notices.
https://support.hp.com/us-en/contact-hp
Allows you to sign up for HP product updates.
Provide discussions about HP products and issues.
http://www8.hp.com/us/en/subscribe/ http://h30434.www3.hp.com/psg/
78 Chapter 7 Troubleshooting guide
Table 7-1 Troubleshooting resources and their descriptions (continued)
HP Resource Tool
Service Access Workbench (SAW)
(available for technicians and
Business Partners only)
Vendors’ web sites
Description Link
Provides navigable content intended for use by internal and outsourced call center staff and can be a resource for support and product division professionals.
http://sawpro.atlanta.hp.com/km/saw/ home.do
Provide additional information for associated components such as Intel (processor, WLAN),
Microsoft (Windows 7, 8, 10), AMD®/NVIDIA® (GPU), and so on.
http://www.intel.com/ content/www/us/en/homepage.html
http://www.amd.com
http://www.nvidia.com
General troubleshooting steps
This section helps you become familiar with troubleshooting methodology and efficiently resolve problems.
Proceed through the steps in the following table until the issue is resolved, and then move on to the next step that is relevant to the issue. For example, if you resolve a memory issue using the HP PC Diagnostics (UEFI) tool in step 6, you can then move on to step 10 to reseat the memory into its memory slot.
NOTE: You can ignore troubleshooting steps that do not apply to your issue.
Table 7-2 Troubleshooting methodology and general troubleshooting steps
Identify issue Analyze issue Resolve issue
1. Understand the issue on page 79
2. Examine the environment on page 82
5. Remove or uninstall recently added hardware, software on page 83
6. HP Hardware Diagnostics and
3. Perform a visual inspection of hardware on page 82
4. Update BIOS and drivers on page 82
7. Status lights, blinking light codes, troubleshooting lights, and POST error messages on page 85
9. Soft reset (Default Settings) on page 89
10. Reseat cables and connections on page 89
11. Test with minimum configuration on page 90
12. Test with verified working configuration (hardware or operating system) on page 91
13. Replace the system board on page 91
Verify solution
Identify the issue
Use these guidelines to correctly determine the problem.
1. Understand the issue
It is important to understand the issue that occurred, including related symptoms. It helps to understand the basic computer boot-up sequence as well as the failure itself.
Boot up sequence
The computer performs several steps after you press the power button or restart the computer.
General troubleshooting steps 79
It is important to understand where in the boot-up sequence the symptoms occur. The following table lists the phases of the boot-up sequence and explains the symptoms that may occur in each phase. For example, a blue screen error (BSOD) often occurs during the performance phase.
Table 7-3 Boot-up sequence and associated failures
Item Procedure
Startup
POST (UEFI/BIOS)
Performance
(operating system)
After you press the power button, the computer boots after all internal power rails (such as 5 V, 3.3 V) are stable.
Confirm that power lights are on and fan is spinning.
Common issues: all lights are off; troubleshooting lights are on; computer does not boot; video is absent.
Power-On Self-Test (POST) verifies that hardware components (such as processor, hard drive, memory) are functional. When POST is complete, the HP logo appears briefly and then disappears.
If there are errors, the computer may exhibit blinking lights and POST error messages, and so on.
Common issues: lights blink; error message appears; system hangs (lock up or freezes)
System boots to operating system, and Windows logo screen appears.
Common issues: hangs, blue screen, distorted video, driver conflict, slow performance, display issue (dead pixel), I/O issue (no speaker sound), wireless/audio unavailable, noise.
See Analyze the issue on page 83 table for detailed troubleshooting information.
Failure classification
Failure classification is a breakdown of different types of failures and symptoms that could occur during the boot-up sequence.
Failure classification by boot-up sequence on page 81 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 81
categorizes failures by hardware:
● Display
● I/O (input/output) devices
● Storage
● Mechanical
A single symptom can be listed under different groups. For example, No Video can belong to (1) power-on or
(4) display; but flickering when turned on should be listed in (4) display. Or, in another example, a blue screen can be caused by a driver conflict in performance (4), but it can also be caused by a defective hard drive under
(6) storage. Therefore, failures that share similar symptoms are noted.
80 Chapter 7 Troubleshooting guide
If possible, make a record of the failure symptom, the phase of the boot-up sequence where the failure
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 96 a
3.
4.
Battery not recognized, not charging on page 98
5.
Battery discharges too fast on page 99
6.
1.
No video (with power) on page 100
2.
3.
Diagnostic error messages on page 102
4.
3. Performance
1.
Intermittent shutdown on page 104
a
2.
b
3.
Freeze at Windows Logo (hang or lockup) on page 105
4.
Electromagnetic Interference (EMI) on page 106
5.
6.
7.
c
8.
HP Smart Adapter warning message on page 108
9.
Incorrect time and date on page 109
a,b,c similar symptoms
Failure classification by hardware devices
To determine failure by device, use this table.
Table 7-5 Failure classification by hardware devices
4. Display 5. I/O devices
1.
2.
3.
No video (internal) on page 112
d
4.
No video (external) on page 112
d
5.
6.
1.
2.
Keyboard pointing stick on page 117
3.
Keyboard backlight on page 118
4.
5.
6.
Network connectivity wireless (WLAN) on page 119
6. Storage
1.
Hard drive or solid-state drive not recognized on page 124
2.
No boot to operating system (no read-write error) on page 125
3.
4.
c
5.
Blue screen (BSOD) error on page 126
b
7. Mechanical
1.
2.
Fan runs constantly on page 128
3.
Thermal shutdown (hot) on page 129
4.
Malfunctioning power button on page 130
General troubleshooting steps 81
Table 7-5 Failure classification by hardware devices (continued)
4. Display 5. I/O devices 6. Storage
7.
No or bad external video via docking on page 114
8.
Incorrect or missing color/ distorted image on page 114
9.
7.
8.
9.
10. Speaker, headphone - audio issues on page 122
11. Thunderbolt (TB) on page 123
b,c,d similar symptoms
6.
7. Mechanical
2. Examine the environment
It is important to examine the computer’s environment. If you can quickly identify the cause of the issue, fewer resolution steps might be needed. Perform the following environment inspections:
● Check all cables and connections to be sure that no connections are loose.
● Confirm that power sources are good, such as AC outlet or adapter (110 V/220 V ac), power strip. Test with a verified working AC outlet.
● Check for compatibility issues between the computer and third-party devices, peripherals, uncertified devices, incompatible hardware (for instance, Mac OS device). Incompatibility can result in blue screen errors, improper operation, and so on.
● Isolate the computer from sources of electromagnetic interference (EMI), such as cell phones, two-way radios, floor mats, fans (and other electronic motors). EMI may contribute to a display freeze issue or lock-up.
3. Perform a visual inspection of hardware
Perform a physical inspection of the computer.
● Look for abnormalities such as a cracked display, dented battery, broken latches for battery bay, keyboard key caps popped out, dust over connectors, liquid spill over keyboard.
● Look for signs of drop, movement, or vibration that may cause internal and external loose connections.
4. Update BIOS and drivers
Whenever possible, update to the latest BIOS, firmware, and drivers before troubleshooting.
IMPORTANT: Note that some customer company policies prohibit updates. Check your company policy before taking action.
The updates may include fixes for your computer issues, and they may also enhance system performance. HP continually improves the update process to make it easier. You can update the BIOS locally through a manual process, through an automatic installation, or through a remote installation on multiple units.
Manually updating BIOS and drivers
Use this information to update the BIOS.
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● To manually update the BIOS and drivers, see the Setup Utility (BIOS) chapter.
● See the specific BIOS update installation instructions that accompany the download.
Remotely deploying the BIOS and drivers
Instead of manually searching for and downloading each SoftPaq, users and IT personnel can use two tools to identify and download all appropriate SoftPaqs for the selected HP models.
● HP SoftPaq Download Manager (SDM) is a software tool that streamlines the download, extraction, and installation process of SoftPaqs, including BIOS and drivers.
● HP System Software Manager (SSM) is a software tool that simplifies the deployment of SoftPaqs to HP computers.
Analyze the issue
Use these steps to evaluate and interpret the problem.
5. Remove or uninstall recently added hardware, software
HP has designed this computer and validated it using a full-range hardware and software qualification matrix.
If an issue appears to have started recently, it may be related to the recent addition of hardware or software.
A good method to determine the root cause is to remove recently added components or uninstall applications one at a time and restart the computer when necessary.
IMPORTANT: After you have completed the process of uninstalling hardware or software and are ready to reinstall, be sure that the new device seated properly and all cables are correctly connected. After installing the device, restart the computer, and make sure the new device is turned on. In addition, if the new device is a root cause of a problem, it could cause a conflict in drivers or incompatibility issues with other installed programs. For any new hardware you have added, be sure to install the latest drivers available from the device vendor website.
6. HP Hardware Diagnostics and Tools
HP offers diagnostics and tools to diagnose hardware failure. This section describes how to use some of these tools. Make sure to check for the latest versions before use.
HP PC Hardware Diagnostics (UEFI)
HP PC Hardware Diagnostics is a Unified Extensible Firmware Interface (UEFI) that allows you to run diagnostic tests to determine whether the computer hardware is functioning properly.
The HP PC Hardware Diagnostics (UEFI) tool is built within BIOS (basic memory and hard drive diagnostics only), or within new hard drives themselves. These drives contain more advanced versions of the diagnostic tool than the BIOS-based version.
In addition, for HP authorized service partners and IT professionals who need to support a mixed environment of older and newer HP/Compaq PCs, the HP PC Hardware Diagnostics Tool ( http://www8.hp.com/us/en/ campaigns/hpsupportassistant/pc-diags.html?jumpid=va_r602_us/en/any/pps/pl_ot_ob_ds_pd/
HP_PC_Hardware_Diagnostics_cc/dt ) supports a wide range of HP computers.
The tool runs outside the operating system so that it can isolate hardware failures from software issues, whether caused by the operating system or applications. In reality, you can determine many problems using this tool if the issue is a defective part or a loose connection (for example, reseating the keyboard cable after the tool reports a keyboard error).
The tool has three major functions:
General troubleshooting steps 83
● System Tests check the computer’s hardware to verify that everything is functioning properly. If your system won’t boot into Windows, try the Quick System Test. For more comprehensive testing, use the
Extensive System Test option. If the System Test did not detect a hardware problem, continue with the
Component Tests.
● Component Tests focus on selected hardware components in your computer.
● Firmware Management update your computer’s BIOS to the latest version (available separately) or rolls back to a previous version.
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.
84 Chapter 7 Troubleshooting guide
NOTE: Use this tool, especially when the computer cannot boot to Windows.
NOTE: If a component fails a test, write down the information so that it is available when you contact support. The information is also available in Test Logs on the Main Menu.
For more information, see Using HP PC Hardware Diagnostics on page 152
HP BIOS Configuration Utility (BCU)
HP BCU is a free utility that captures the BIOS settings and their values. This tool provides a text file of the computer’s BIOS configuration. This file can help identify any settings that may be contributing to an issue.
In some cases, it may help to compare this BIOS text file to the default settings of the computer.
For more information, see the http://ftp.hp.com/pub/caps-softpaq/cmit/whitepapers/
BIOS_Configuration_Utility_User_Guide.pdf
.
NOTE: HP recommends that you reset BIOS before trying BCU. Resetting the BIOS is always available and relatively quick to try, whereas BCU takes extra time and effort.
HP Image Diagnostic Tool
Available to HP Authorized Support Partners (ASPs) and users, this tool collects information about the current state of the computer, including product serial number, platform and BIOS information, and information about user-installed software and hardware components.
Access this tool at ftp://ftp.hp.com/pub/idr/ImageDiags/ . HP encourages you to review the report before sending it to support. The report may assist you with diagnostics and solutions to problems you encounter.
HP Thermal Monitor
You can use HP Thermal Monitor to stress the processor and GPU and monitor the temperature values of various components in the system.
NOTE: Available only to authorized service providers and technicians.
The components that are currently monitored include the processor, GPU, ACPI thermal zones, hard drive, and battery. The tool reads the temperatures of the components, logs the data, and helps to determine whether the computer would overheat in the event of thermal shutdown, fan spinning loud, and so on.
Non HP diagnostics tools
Refer to the following diagnostic tools for troubleshooting help.
Windows-to-Go USB
Windows-To-Go USB is a Microsoft-based tool for Enterprise editions of Windows that can help in troubleshooting. You can find a process online about how to create a live Windows USB drive. For more information, see https://technet.microsoft.com/en-us/library/hh831833.aspx
.
Intel Processor Diagnostic Tool
Determine what processor is in your computer and verify the processor operating frequency. The tool also tests specific processor features and performs a stress test on the processor. For more information, see http://www.intel.com/support/processors/sb/CS-031726.htm?iid=subhdr+tools_procdiagtool .
7. Status lights, blinking light codes, troubleshooting lights, and POST error messages
Carefully observe any behavior that the computer may be exhibiting: status lights, blinking lights, and POST error messages during boot. It is important to understand what these indicators mean.
General troubleshooting steps 85
Status lights
The following table describes basic lights on the computer.
Table 7-6 Power button functions and lights and their descriptions
Component Description
Power button
Front power light
Front AC adapter and battery light
Front hard drive light
Rear AC adapter light
When the computer is off, press the button to turn on the computer.
When the computer is on, press the button briefly to initiate Sleep (Windows) or Suspend
(Linux®).
When the computer is in the Sleep state, press the button briefly to exit Sleep (Windows) or
Suspend (Linux).
When the computer is in Hibernation, press the button briefly to exit Hibernation.
IMPORTANT: Pressing and holding down the power button results in the loss of unsaved information.
If the computer stops responding and operating system shutdown procedures are ineffective, press and hold the power button.
On: The computer is on.
Blinking: The computer is in the Sleep state.
Off: The computer is off.
White: The computer is connected to external power, and the battery is charged from 90% to
99%.
Amber: The computer is connected to external power, and the battery is charged from 0 to
90%.
Blinking amber: A battery that is the only available power source has reached a low battery level. When the battery reaches a critical battery level, the battery light blinks rapidly. By default, the critical battery level is defined in Power Options as 5%.
Off: The battery is fully charged.
Blinking white: The hard drive is being accessed.
Amber: HP 3D DriveGuard has temporarily parked the hard drive.
White: The computer is connected to external power.
Off: The computer is not connected to external power.
Blinking light codes
During startup, the computer may not boot properly. If this occurs, blinking light codes can help identify the cause.
The computer uses the following blinking lights to identify a hardware component that reports an error during startup. For more information, see
Blinking lights and boot error codes on page 131
.
Table 7-7 Blinking light codes and what they mean
Blink codes Error
Amber battery light: blinks 1 Hz continuously
Caps and num lk lights = 1 blink
Caps and num lk lights = 2 blinks
Embedded controller unable to load firmware
Processor not executing code
BIOS recovery code unable to find valid BIOS recovery image
86 Chapter 7 Troubleshooting guide
Table 7-7 Blinking light codes and what they mean (continued)
Blink codes Error
Caps and num lk lights = 3 blinks
Caps and num lk lights = 4 blinks
Caps and num lk lights = 5 blinks
Caps and num lk lights = 6 blinks
Caps and num lk lights = 7 blinks
Caps and num lk lights = 8 blinks
Memory module error
Graphics controller error
System board error
Intel Trusted Execution Technology (TXT) Error
Sure Start unable to find valid BIOS Boot Block image
Sure Start has identified a problem (Manual Recovery Policy Set)
POST error messages
The Power-On Self-Test (POST) is a series of diagnostic tests that runs automatically when the computer is turned on. If the POST encounters a problem, visual error messages are displayed before the operating system starts.
POST checks the following items to ensure that the computer system is functioning properly:
● Memory
● Processors
● BIOS
● Mass storage devices
● Fans
The following table describes errors encountered during HP PC Hardware Diagnostics (UEFI).
Table 7-8 System diagnostics failure codes and actions to address the failure
Test description Failure description
Error code Suggested user actions
Startup Test
Startup Test
Boot Device Manager
BIOS Recovery
BIOS Application
CMOS Recovery
Battery Check
Memory module
Hard Disk 1 SMART
Boot device not found
BIOS Recovery Occurred
BIOS Application Error
CMOS Recovery Occurred
Primary Battery Replace
200
301
3F0
500
501
502
601
Attempt to reseat the memory module, and then repeat the test.
For details on troubleshooting issues related to the memory module, search for support documentation at http://www.hp.com/support .
Attempt to reseat the hard drive, and repeat the test. The hard drive may have failed.
Reset BIOS. Then reseat the hard drive, and repeat the test.
This message indicates that BIOS recovery was completed successfully. No further action is required.
The BIOS installation may have become corrupted. Download the latest version of the BIOS and install it.
If reinstalling the BIOS fails, contact support for further assistance.
This message indicates that CMOS recovery was completed successfully. No further action is required.
This message indicates that the primary battery has very low capacity. Search for support documentation at
General troubleshooting steps 87
Table 7-8 System diagnostics failure codes and actions to address the failure (continued)
Test description Failure description
Error code Suggested user actions
Wireless Modules
Fan
Not installed or responding 701
Fan not operating correctly 90B http://www.hp.com/support for details on using the HP Support
Assistant to verify the battery capacity and, if necessary, order a replacement.
Reseat the wireless LAN adapter module and antennas.
Because seating or reseating a wireless LAN adapter is unique to each computer model, see the WLAN module removal section in the removal and replacement chapter for further details.
Contact support if third-party wireless adapters are installed in the computer.
The system fan may be malfunctioning. Replace the fan.
Resolve the issue
The following sections help you fix the issue.
8. Hard reset
A hard reset (or forced reset) erases all information in the computer's memory and may restore functionality.
Resetting the computer forces the system to clear and reestablish the connections between the BIOS and the hardware.
For more information, see http://support.hp.com/us-en/document/c01684768 .
Performing a hard reset might fix the following common conditions:
● Windows stops responding.
● Computer stops before Windows loads, indicated by incomplete startup, blinking cursor on a black background, and errors relating to operating system not found or a missing drive.
● Display suddenly goes blank and stays blank.
● Software freezes.
● Keyboard stops responding.
● The computer does not exit Sleep or Suspend state.
● An external device stops responding. Turn off the power to that device in addition to performing the steps in this document.
Before performing a hard reset, you must disconnect or remove all peripheral devices. Start and test the computer by itself, and if the problem is not resolved, reconnect one peripheral device at a time. To resolve the startup or operational problem, run HP Support Assistant, or manually install all updated drivers from
Microsoft and HP.
Before beginning, turn the computer over and look for a battery compartment door (service door). On some platforms, the battery is considered removable but not accessible.
1.
Turn off the computer.
2.
Remove the computer from any port replicator or docking station.
88 Chapter 7 Troubleshooting guide
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.
9. Soft reset (Default Settings)
If your computer has issues booting, has errors during boot, has issues after you add hardware, or has other abnormal system behaviors that you cannot resolve through any other methods (for example, hard reset), it may be necessary to reset the system BIOS to default settings.
NOTE: Some company policies prohibit updates or changes. Check whether the computer has custom BIOS settings before taking action.
To load BIOS to default settings: Reboot the computer, and then press f10 > Main > Restore defaults. For more information, see http://support.hp.com
, and the search for BIOS Setup Utility Information and Menu
Options.
10. Reseat cables and connections
Many problems are caused by improper connections or loose connections because of abnormal movement and vibration.
NOTE: Before disassembling the computer to reseat cables and connections, always disconnect power and remove the battery, or disconnect a nonremovable battery.
See
and
for suggested cable management practices when you remove and install components.
You can access and reseat connections for Customer Self-Repair (CSR) parts. Examples of reseating hardware include:
● Reseating the battery into the battery bay can resolve no-battery found and no-charging issues.
● Reseating memory modules can resolve memory error, no-boot, and blue screen issues.
General troubleshooting steps 89
●
).
● Reseating the keyboard cable can resolve an unrecognized keys error.
● Reseating the wireless module and antenna cable can resolve a wireless connection issue.
For field replaceable units (FRUs), authorized service providers can try the following steps. For more information, see
Removal and replacement procedures for authorized service provider parts on page 43
.
● Reseating the fan cable can fix POST error 90B (no fan detected) issue (see
POST error messages and user actions on page 133 ).
● Reseating the power cable can fix a no-boot issue.
● Reseating the daughterboards can resolve their functional issues. Some models may have items such as a power button board, VGA board, and others.
● Reseating graphics cables and panel connectors can fix distorted or flickering video.
● Replacing thermal pads may resolve thermal power-down issue.
11. Test with minimum configuration
The factory-shipped computer (hardware configuration and preinstalled operating system image) is well tested and ready for use. Therefore, using the original factory hardware configuration or booting to operating system safe mode often resolves issues quickly.
● Disconnect any external USB storage, remove any discs in optical drives, remove the computer from a docking station, remove external video, and others.
● In addition to removing recently added components, you can narrow the issue down further with a minimum configuration. For example, if HP PC Diagnostics reports a memory error, test one memory module at a time to isolate the defective module.
● If the computer does not successfully boot the operating system, booting to safe mode may help identify the following possible causes of the issue.
Essential hardware configuration
If none of the previous steps resolve the issue, start the computer with essential hardware only. The purpose is to remove as much as hardware as possible while still maintaining the computer’s ability to turn on.
NOTE: This step is to be used by authorized service providers only. HP will not honor the warranty for a system tested with the system board removed without the heat sink or fan.
This essential configuration is often used to troubleshoot power-on related issues, such as no-boot, reboot, and freezing issues.
The essential hardware consists of the following components:
● System board
● AC adapter (unplug nonremovable battery or remove battery)
● Processor (and heat sink or fan). (Processor may be integrated into the system board.)
● Memory (one verified working memory DIMM)
● Graphics card (if no VGA port is available on the system board). Platform may have both Intel integrated graphics and discrete graphics. Therefore, you might not need a discrete graphics card.
● External VGA monitor
90 Chapter 7 Troubleshooting guide
● External USB keyboard
● External mouse
NOTE: After you remove the service door, disconnect all connections (internal keyboard, display, discrete
GPU, hard drive or solid-state drive, daughterboards, and so on) to achieve the essential hardware configuration. Do not disassemble the system board from its enclosure at this time.
Reverse the previous procedure by reinstalling each piece of hardware removed, one piece at a time, and testing your computer after each installation. Because your computer works with only the essential hardware installed, those parts must be working properly. This means that one of the hardware components removed is causing the computer to fail. By installing each device back into the computer and testing each time, you eventually identify the failing hardware.
Safe mode
A driver conflict often results in a blue screen error message. Booting in safe mode can resolve many issues in
Windows because safe mode forces the computer to load a limited version of Windows which contains only essential files.
Safe mode is useful for troubleshooting problems with programs and drivers that might not start correctly or that might prevent Windows from starting correctly. If a problem does not reappear when you start in safe mode, eliminate the default settings and basic device drivers as possible causes. Refer to the following links for how to start your computer in safe mode:
● http://support.hp.com/us-en/document/c01835750
● http://support.hp.com/us-en/document/c03439317
12. Test with verified working configuration (hardware or operating system)
One troubleshooting technique that can quickly isolate an issue is using a verified working part while testing.
A good example is to use an external keyboard, mouse, or VGA monitor when you have issues with an internal keyboard, touchpad, or display.
Testing with a verified working AC adapter can identify an error caused by a faulty one. Similarly, testing with a verified working operating system can determine bad behaviors of the current operating system. See
HP diagnostics tools on page 85
for instructions about obtaining and using a Windows-To-Go USB.
NOTE: In some situations, more than one item may contribute to a problem.
13. Replace the system board
Only authorized service providers may replace the system board. This should not be considered an initial step taken to resolve an issue.
Review and perform all steps discussed previously before replacing the system board.
4. Update BIOS and drivers on page 82
,
7. Status lights, blinking light codes, troubleshooting lights, and POST error messages on page 85
unnecessary hardware.
Review Table 7-2 Troubleshooting methodology and general troubleshooting steps on page 79
for appropriate troubleshooting steps.
IMPORTANT: System board failure is not common. Do not replace the system board until you have tried all other troubleshooting options.
General troubleshooting steps 91
NOTE: Determine whether a previous service case might be related to the current problem. For example, a fan detection issue could be caused by a loose connection resulting from previous service.
TIP: Without an RTC battery (3 V coin-cell battery), the computer automatically reboots. This feature is useful when the power connector cable (between external AC adapter and system board) is defective.
NOTE: Most of the time, effective troubleshooting can prevent a system board replacement.
Situations that can prevent resolution of the issue:
● The information provided about the issue omits key details, including any actions taken before the issue occurred.
● BIOS, software, and drivers have not been updated.
● Cables or connections are loose.
● Technician is unaware of information available from the HP Support website (CA - Customer Advisory).
● The issue is related to existing or known issues that might be identified in existing support articles.
● Technician might have omitted steps in the provided repair instructions (for example, Spare Part
Replacement Instructions).
● Skipping one of steps from Troubleshooting Methodology table results in No Defect Found (NDF)/No
Fault Found (NFF)/No Issue Detected (NID) messages.
Verify solution
Confirm that the implemented solution works.
● Reboot the system or device, and try to complete the task that produced the issue.
● If a part has been replaced, verify other basic functions. For example, GPU replacement requires keyboard removal. Therefore, it is good practice to verify all basic components to be sure that the solution is complete.
● Explain to the customer why the issue occurred and what was done to resolve it. If the solution you used was in an HP public document, provide the document information to the customer, letting them know they can locate it on http://www.hp.com
. Also, tell them that there are other solutions available on the website. Advise the customer to check the website first when they have an issue. It might save them time calling in.
● Document the correct issue. Update the case with as many details as possible for other agents and engineers to analyze and study for lessons learned.
Helpful Hints
After you become familiar with the troubleshooting steps, use the helpful hints before running diagnostics and troubleshooting.
At startup
These steps provide simple, useful checks that you can perform when troubleshooting.
TIP: If you have installed an operating system other than the factory-installed operating system, go to http://www.hp.com/go/quickspecs and verify that it is supported on your system.
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.
92 Chapter 7 Troubleshooting guide
3.
Be sure that the AC adapter light is on.
4.
Be sure that the AC adapter is connected when you update BIOS to avoid BIOS corruption.
5.
Be sure that the computer is turned on, the rear power light is solid white (connected to an external power source), and the front power light is solid white (normal operation).
6.
Remove all optical and flash drives from your system before turning it on.
7.
Be sure that the boot option is set to a working operating system drive.
8.
Be sure that externally connected monitors are turned on and their power lights are on. Not all monitors are equipped with lights to indicate their functionality.
9.
Turn up the brightness and contrast controls of a display or external display device if the screen is dim.
During operation
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.
Helpful Hints 93
Consulting with HP Service
If further HP support is required, this information may be requested when you call. So it may be helpful to take notes.
● Technical support registration number (if applicable)
● Product serial number
● Product model name and number
● Product identification number
● Applicable error messages
● Add-on boards or hardware
● Third-party hardware or software
● Operating system type and revision level
Common issues and possible solutions
This section contains common issues, symptoms, and a series of tables that describe possible solutions to issues from Failure Classification tables. The following sections identify the issue with symptoms and solutions to resolve an issue.
Power-on issues
Use the following sections to troubleshooting power issues.
No power
When a unit experiences no power, there are several contributing factors to consider. Be sure to consider all symptoms related to this behavior when troubleshooting.
Table 7-9 Issues, possible causes, and fixes
Items Procedures
Symptoms
● Computer does not start
● Display is black or blank
● No fan noise
● No hard drive spinning
● Lights do not glow
Possible causes
Failed power input to the computer (external power source, AC adapter, faulty battery).
Bad connection to the computer (bad power button, power connector).
Defective parts (memory, hard drive, graphics) or failed system board.
Troubleshooting steps
Perform quick check
Remove all external devices, including docking station.
Verify external power source (
2. Examine the environment on page 82 ).
Perform a hard reset (
Verify AC adapter
94 Chapter 7 Troubleshooting guide
Table 7-9 Issues, possible causes, and fixes (continued)
Items Procedures
Verify the battery before verifying the AC adapter. However, you can verify the AC adapter first, before opening the service door for a battery check.
● Verify AC adapter is compatible with product. Verify that the part number is for this computer if possible.
● Verify AC adapter and power cord are good (no physical damage, bent middle ID pin).
● Verify AC adapter works on a verified working computer.
● Plug in AC adapter and power on computer without battery.
● Inspect power port on computer side for any damage, dust, or debris.
● Check power light (
7. Status lights, blinking light codes, troubleshooting lights, and POST error messages on page 85
). Rear power light indicates external power to the computer is good.
Verify battery condition and status
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.
Check battery status light (
7. Status lights, blinking light codes, troubleshooting lights, and POST error messages on page 85
). Be sure that battery is not fully discharged, preventing system from booting.
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.
)
Common issues and possible solutions 95
Table 7-9 Issues, possible causes, and fixes (continued)
Items Procedures
Tips
At this point, there should be sufficient power from the AC adapter to the system board. Expect to hear the fan spinning and see blinking lights or error messages (for example, faulty memory, HDD).
Verify Power Good (Troubleshooting) lights
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 89
).
Verify system board
1.
Test essential hardware configuration ( 11. Test with minimum configuration on page 90
,
12. Test with verified working configuration (hardware or operating system) on page 91
,
13. Replace the system board on page 91
) by removing nonessential parts.
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.
Intermittent power-on, shutdown, reboot
Use this information to troubleshoot power-on, shutdown, and reboot issues.
Table 7-10 Issues, possible causes, and fixes
Items Procedures
Symptoms
● Does not always turn on
● Intermittently hangs
● Intermittently shuts down
● Spontaneously reboots
Possible causes
Electrical short, fluctuating power source, unstable power rails, loose connections, bent pins, stray wires, dust, obvious damage, nearly faulty parts (bulging or leaking capacitor).
Potentially turn into a no-power issue ( No power on page 94 ).
Troubleshooting steps
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
a.
Be sure that AC adapter has correct DC voltage.
b.
Verify battery: test with a confirmed working battery.
96 Chapter 7 Troubleshooting guide
Table 7-10 Issues, possible causes, and fixes (continued)
Items Procedures c.
Verify that power button is not stuck.
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 90
) 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.
AC adapter issue
Use this information to troubleshoot AC adapter issues.
Table 7-11 Issues, possible causes, and fixes
Solution
Symptoms
● No sign of power
● No boot
● No rear power light
● No front power light
● Battery does not charge when AC adapter is connected
Possible causes
AC adapter and others (for example, external power source).
Troubleshooting steps
Quick check
1.
Verify external power source ( 2. Examine the environment on page 82
).
2.
Remove all external devices, including docking station.
3.
Perform a hard reset for the computer (
4.
Disconnect and reassemble the power cord and adapter in case the adapter experienced short circuit, over current, over temperature events.
5.
Use a verified working adapter. If the computer operates normally, there is a problem with the original adapter.
6.
Verify that the AC adapter works on a verified working computer. If the computer operates normally, there is no problem with the adapter. See
HP Smart Adapter warning message on page 108
for further information.
Verify AC adapter
1.
Remove working battery.
2.
Verify that AC adapter is compatible with product. Verify that part number is for this computer if possible.
3.
Inspect AC adapter and power cord for physical damage, bent middle ID pin.
4.
Plug in AC adapter and power the computer without battery.
5.
Inspect the power port on computer side for any damage, dust, debris.
Common issues and possible solutions 97
Table 7-11 Issues, possible causes, and fixes (continued)
Solution
Tips
6.
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.
Battery not recognized, not charging
Use this information to troubleshoot battery issues.
Table 7-12 Issues, possible causes, and fixes
Items Procedures
Symptoms
● No battery status light
● Blinking amber (critically low battery level)
● No boot without AC adapter
Possible causes
Defective AC adapter , battery, or both.
NOTE: Before proceeding, verify that the computer can boot to BIOS or Windows with a good AC adapter.
Troubleshooting steps
Visual inspections
1.
Inspect battery connectors for any signs of damage.
2.
Verify that battery is installed properly in battery bay without gap or obstructions and latch locks are tight. Reseat battery (for models with removable batteries).
3.
Determine whether battery gets hot (batteries heat up when charging, but not too hot to touch).
Check battery warranty to see whether the battery is new or its warranty is expired. Battery capacity degrades over time.
Verify front battery status light
1.
Battery status light is off: battery not recognized.
2.
Battery status light is blinking amber: critically low battery level.
Reset
1.
Hard reset (
2.
Soft reset (
9. Soft reset (Default Settings) on page 89 )
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.
98 Chapter 7 Troubleshooting guide
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 83 )
HP PC Hardware Diagnostics (UEFI) is a good tool to use to isolate and determine faulty battery, especially for quickly discharging (short life) battery.
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 .
Battery discharges too fast
Use this information to troubleshoot battery issues.
Table 7-13 Issues, possible causes, and fixes
Items Procedures
Symptoms
Battery has good status light but discharges too fast
Possible causes
AC adapter, battery, or both.
Troubleshooting steps
Verify AC adapter
Determine whether the computer needs the AC adapter to boot and operate.
Sometimes an intermittently bad AC adapter and loose connection between adapter and computer results in the inability to charge the battery and causes short runtime.
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).
Common issues and possible solutions 99
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 .
Burnt smell
Use this information to troubleshoot burnt-odor issues.
Table 7-14 Issues, possible causes, and fixes
Items
Symptoms
Emits smoke, burnt smell
Procedures
Possible causes
Defective on-board components.
Troubleshooting steps
General visual inspection
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.
POST
Use the following sections to troubleshoot Power-on Self Test issues.
No video (with power)
Use this information to troubleshoot video issues.
100 Chapter 7 Troubleshooting guide
Table 7-15 Issues, possible causes, and fixes
Items Procedures
Symptoms
● No video (black or blank image) but have power
● Light activity
● No error messages
● Fan noise
● Hard drive light blinking and hard drive noise
Possible causes
Failed display
Failed critical components (memory, hard drive, system board)
Loose connection
Recently added hardware
NOTE: These suggestions assume that the computer has not previously been set up for multiple displays.
Troubleshooting steps
Quick check
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 ( 8. Hard reset on page 88 ) 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 82
), and perform soft reset ( 9. Soft reset (Default Settings) on page 89 ) if
needed. Go to next step to verify display.
Verify display
● When booting to Windows, determine whether image appears on display screen (via
Windows Screen Solutions or Windows logo + p for display switcher).
● If there is video on the display, disconnect external display device, open the computer lid, and restart.
The following steps are for authorized providers or technicians.
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 90 ) by
removing hard drive to isolate operating system issues and testing video in F10 Setup.
6.
If video is present, restart and retest the computer.
7.
If video is present but bad, go to
8.
If issue persists (no video), test with external video.
9.
If issue persists, test or replace a confirmed working display.
10.
If issue persists, replace discrete graphics card.
Common issues and possible solutions 101
Table 7-15 Issues, possible causes, and fixes (continued)
Items Procedures
Tips
11.
If issue persists, replace system board because of defective video function.
Swipe a metal piece (screwdriver) over wireless or mute buttons to act as if closing lid to force video output to external display device.
Blinking lights
Use this information to interpret blinking lights on the computer.
Table 7-16 Issues, possible causes, and fixes
Items Procedures
Symptoms
Lights blink on keyboard caps lock / num lock keys
Note
Possible causes
Blinking lights on startup usually indicate a problem with basic functionality of a critical component (processor, BIOS, graphics cards, memory, and so on) because of a loose connection, defective parts, or recently added parts.
Troubleshooting steps
1.
Check for any blink patterns. Count the number of blinks in a sequence, followed by a pause for a few seconds.
2.
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 89
) one at a time.
Because the display might not be functional, lights are used to indicate an error.
Diagnostic error messages
Use the information in the table to help you understand diagnostic error messages.
Table 7-17 Issues, possible causes, and fixes
Items Procedures
Symptoms
● Computer has power
● POST error message displays
(Windows logo has not yet appeared)
Possible causes
Diagnostic error messages indicate a problem. There may be a problem with the instruction being sent from the BIOS to a hardware component (for example, keyboard failures), or incompatible hardware. Can usually be resolved by installing updated firmware for the component.
Troubleshooting steps
1.
See
7. Status lights, blinking light codes, troubleshooting lights, and POST error messages on page 85
for corrective actions. An example of a POST error message might be "Boot Device Not Found."
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 89
)
3.
Restore hardware to its original condition (for example, bootable solid-state drive instead of hard drive).
102 Chapter 7 Troubleshooting guide
Table 7-17 Issues, possible causes, and fixes (continued)
Items Procedures
Note
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.
BIOS password
Use the information in the table to troubleshoot BIOS password issues.
Table 7-18 Issues, possible causes, and fixes
Items
Symptoms
Some sections are unavailable (grayed out)
Procedures
Possible causes
You must use an administrator password.
Reference
Troubleshooting steps
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
.
Performance (OS)
Most software problems occur as a result of certain situations.
● The application was not installed or configured correctly.
● There is insufficient memory available to run the application.
● There is a conflict between applications.
Make sure that all the necessary device drivers are installed.
If an operating system other than the factory operating system is installed, check whether the operating system is supported and the application is certified for the version of the operating system.
HP ships and supports Windows 7 with BIOS Legacy boot mode and Windows 8 and 10 with BIOS UEFI boot mode. Therefore, HP recommends that you switch BIOS boot mode from Legacy to UEFI Native for clean
Windows 8 or 10 installations, or to UEFI Hybrid (if available) for upgrading the option from Windows 7 to
Windows 8 or 10. UEFI Windows 8 or 10 avoids many unexpected behaviors (for instance, blue screen error, graphics or video issues) in the BIOS Legacy setting.
Common issues and possible solutions 103
Intermittent shutdown
Use this information to troubleshoot shutdown issues.
Table 7-19 Issues, possible causes, and fixes
Items Procedures
Symptoms
● Shutdown during startup
● Shutdown during operation
Possible causes
It is often difficult to troubleshoot an intermittent issue. Possible causes include:
Power-related issue: defective or insufficient power sources, poor connection.
OS Custom Setting: Energy Saver (Power Management).
Thermal-related issue: thermal sensors reach limits.
Hardware related issue, voltage, out-of-range current, electrical short.
Troubleshooting steps
1.
Update BIOS and drivers. (
4. Update BIOS and drivers on page 82 )
2.
Perform hard reset (
3.
Perform soft reset ( 9. Soft reset (Default Settings) on page 89 )
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 (
Diagnostics and Tools on page 83
) b.
Check fan and connection. Reseat fan cable.
c.
Be sure that no obstructions or dust are in heat sink fan, fin, or vent.
d.
Test with a verified working fan.
e.
Remove old thermal compound and pads and replace with new compound and pads.
2.
Verify thermal solution:
○ Use Thermal Monitor tool (available only to authorized service providers/
technicians) to perform stress test (processor and GPU) ( 6. HP Hardware
Diagnostics and Tools on page 83
), and verify that thermal sensors are within limits after thermal condition is serviced.
Hardware-related issue
104 Chapter 7 Troubleshooting guide
Table 7-19 Issues, possible causes, and fixes (continued)
Items Procedures
Tips
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.
Blue screen
Use this information to troubleshoot blue screen issues.
Freeze at Windows Logo (hang or lockup)
Use the following information to troubleshoot hang or lockup issues.
Table 7-20 Issues, possible causes, and fixes
Items Procedures
Symptoms
● Has power, light activity, fan spinning
● HP Logo displays briefly
● Attempt to boot to operating system and freeze/hang at Windows logo
● No response to pressing num lk or caps lock key
Possible causes
Conflict of instructions from multiple programs or drivers; installing a new hardware or program that is not compatible (may also cause a blue screen error—see blue screen issue).
Troubleshooting steps
Perform the following steps one at a time to verify normal boot process:
1.
Disconnect all external peripherals, and perform a hard reset (
).
2.
Perform soft reset ( 9. Soft reset (Default Settings) on page 89
).
Common issues and possible solutions 105
Table 7-20 Issues, possible causes, and fixes (continued)
Items Procedures
Tips
3.
Update BIOS and drivers (
4. Update BIOS and drivers on page 82
).
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 83 )
to isolate hardware issue.
5.
Undo recent changes in Windows (
5. Remove or uninstall recently added hardware, software on page 83
).
6.
Reseat cables and connections (
10. Reseat cables and connections on page 89 ).
7.
Start Windows in safe mode ( 11. Test with minimum configuration on page 90 ).
8.
Use Startup Repair Windows to fix Windows damaged files.
9.
Test with essential hardware configuration (
11. Test with minimum configuration on page 90
) with a verified working operating system (for instance, USB Windows-To-Go), if available, to isolate the software issue.
For more information, see http://support.hp.com/us-en/document/c03671001 .
Electromagnetic Interference (EMI)
Use this information to troubleshoot EMI issues.
Table 7-21 Issues, possible causes, and fixes
Items Procedures
Symptoms
System locks up, freezes in certain physical area or location
Possible causes
Electromagnetic interference (EMI).
Troubleshooting steps
1.
See (
2. Examine the environment on page 82
). 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.
No wake up
Use this information to troubleshoot wake-up issues.
Table 7-22 Issues, possible causes, and fixes
Items Procedures
Symptoms Possible causes
Power-saving mode; multiple-display setting.
106 Chapter 7 Troubleshooting guide
Table 7-22 Issues, possible causes, and fixes (continued)
Items Procedures
When resuming from a power management state the computer may display:
● Blank screen
● Some light activity
Troubleshooting steps
1.
Verify that front power light (
power button to exit Sleep.
2.
Reset BIOS to default (associated with OS Power Management in Power Menu) (
Update BIOS and drivers on page 82
)
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.
Unresponsive
Use this information to troubleshoot issues with responsiveness.
Table 7-23 Issues, possible causes, and fixes
Items Procedures
Symptom Possible causes
Common issues and possible solutions 107
Table 7-23 Issues, possible causes, and fixes (continued)
Items Procedures
Unresponsive Program in use has stopped responding to commands.
Troubleshooting steps
1.
If possible, use the Windows Task Manager to isolate and terminate the offending process.
2.
Attempt the normal Windows shutdown procedure.
3.
Restart the computer using the power button.
Slow performance
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 135 ).
HP Smart Adapter warning message
Use this information to troubleshoot power adapter warning messages.
Table 7-25 Issues, possible causes, and fixes
Items Procedures
Symptom
Warning message appears in window
Possible causes
Less powerful AC adapter, BIOS out of date.
108 Chapter 7 Troubleshooting guide
Table 7-25 Issues, possible causes, and fixes (continued)
Items Procedures
Note
Troubleshooting steps
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.
Incorrect time and date
Use the following information to troubleshoot time and date issues.
Table 7-26 Issues, possible causes, and fixes
Item
Symptom
Incorrect date and time
Procedure
Possible cause
Real-time clock (RTC) battery might need replacement.
Troubleshooting steps
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.
Display
Use these sections to troubleshoot display issues.
Common issues and possible solutions 109
Display anomalies
The display panel is a field-replaceable unit (FRU) and must be replaced by only authorized technicians.
However, HP highly recommends that users and technicians observe symptoms and use the HP PC Hardware
Diagnostics (UEFI) tool before any replacement.
Symptom
This section includes common display issues with symptoms:
● Blank or black video
● Incorrect color, missing color, distorted image
● Flickering image
● Vertical lines (because of LDVS, decreased signal integrity, and data loss)
● Dead pixel (because of display liquid, internal transistor, and others)
● Horizontal lines (because of video memory)
● Distorted when hot (because of thermal issue)
● Cracked screen/image (physical damage)
● Light leakage/bleeding
Contact support for assistance.
● Humming noise (due to frequency settings)
Contact support for assistance.
Table 7-27 Display anomaly illustrations
Display anomalies
Cracked screen Cracked image Blurred image
Dead pixel
110 Chapter 7 Troubleshooting guide
Vertical lines
Horizontal lines
Quick check
Use these steps to check the display.
● Visually examine the display for cracked screen, liquid crystal leak, dirty spots on glass, and other issues.
● Reset and update BIOS and docking firmware.
● Update operating system (OS), graphics or video drivers (Intel, AMD, NVIDIA, and others).
For custom images, HP highly recommends upgrading or installing Windows in UEFI mode (or Legacy disabled) to fully support hybrid graphics and avoid unexpected behaviors (for example, blue screen error, graphics or video issues) in the BIOS Legacy setting.
● Configure Windows settings (Power options, Screen brightness, Personalization, Screen resolution, and so on).
● Test with a verified working external display.
● Boot to Windows in safe mode.
● Test with a verified working operating system (for instance, shipping image).
HP PC Hardware Diagnostics (UEFI) for video test
Use this tool to quickly determine if the display issue is related to a real hardware issue.
To start HP PC Hardware Diagnostics (UEFI) ( 6. HP Hardware Diagnostics and Tools on page 83
), when the computer is at boot, press the f2 key, select Component Tests, and then select Video.
There are three options:
● Video Memory Check: to test video memory
● Palette Check: to test the three video color components (red, green, blue)
● Dead Pixel Check: to check dead pixels in eight different colors (Dead Pixel Check is available with the
HP PC Diagnostics 3-in-1 USB Key tool)
Review the video troubleshooting in the following Display section for specific issues and possible solutions.
For additional information about display problems, see documentation provided by the product manufacturer.
Display assembly diagram
The display assembly diagram shows basic video components: system board, graphics cards, display cables, display connectors, operating system (OS), graphics driver, and LCD display panel. Any component or a combination of these components can contribute to a video issue.
Common issues and possible solutions 111
NOTE: The lid close switch is a Hall-effect sensor located in the top cover. When the display is closed, the sensor acts like a switch is closed. A notebook can force a video output to an external monitor, or go to hibernation or standby mode through power management. If the display screen does not light up when the display is open, the lid close switch (Hall-effect sensor) could be faulty.
Dead pixel
Display panel may show one or more pixels that are not properly lit when displaying a single color over the screen area. Use HP PC Hardware Diagnostics (UEFI) tool to determine those defective pixels.
There is no solution for dead pixels. See
Display issue: pixel anomalies on page 140
for the HP dead pixel policy.
No video (internal)
Use this information to troubleshoot video issues.
Table 7-28 Issues, possible causes, and fixes
Items Procedures
Symptoms
No internal video with certain programs (for example, videointensive games)
References
Possible causes
Display resolution, brightness, faulty lid switch, running a program requiring a higher resolution than the display screen can support.
Faulty lid switch may put the system into Sleep or Hibernation mode.
Troubleshooting steps
Use an external monitor with higher resolution.
Test with external monitor using HDMI or HP port. Press the power button and close the computer lid to force video output to external video. If there is still no video, contact support.
See section No video (with power) on page 100 for display information.
No video (external)
Use this information to troubleshoot external video issues.
112 Chapter 7 Troubleshooting guide
Table 7-29 Issues, possible causes, and fixes
Items Procedures
Symptom
No image on external monitor
Possible causes
External monitor, resolution, display configuration, drivers.
Troubleshooting steps
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.
DisplayPort/VGA
Use this information to troubleshoot DisplayPort and VGA issues.
See
No video (external) on page 112
.
HDMI
Use this information to troubleshoot HDMI issues.
Table 7-30 Issues, possible causes, and fixes
Items Procedures
Symptoms
● Display issue
● Sound issue
Possible causes
Cable, connection, settings.
Troubleshooting steps
Quick Check
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 82 ).
Common issues and possible solutions 113
Table 7-30 Issues, possible causes, and fixes (continued)
Items Procedures
References
2.
Update BIOS and drivers (
4. Update BIOS and drivers on page 82
) when your hear sound but do not see video on HDTV.
http://support.hp.com/us-en/document/c01186408
No or bad external video via docking
Use this information to troubleshoot video issues while docking.
Table 7-31 Issues, possible causes, and fixes
Items Procedures
Symptoms
No or bad image on external monitor via ports of docking station (such as
VGA, DP, TB, display port, and others)
Possible causes
Rooted from system board, software or drivers, dock connectors, docking station hardware or firmware, dock video ports (DP, VGA, and others).
Troubleshooting steps
Note
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 .
Incorrect or missing color/distorted image
Use this information to troubleshoot image issues.
114 Chapter 7 Troubleshooting guide
Table 7-32 Issues, possible causes, and fixes
Items Procedures
Symptoms
System works normally but the display shows:
● Missing or strange color
● Image distortion
Possible causes
Loose connection, display cable, display, graphics card.
Troubleshooting steps
Verify with external monitor
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.
Touch screen
Use this information to troubleshoot touch screen issues.
Table 7-33 Issues, possible causes, and fixes
Items Procedures
Symptoms
Unresponsive
Inaccurate
Possible causes
Dirt and smudge, driver, touch display configuration, power management.
Troubleshooting steps
Quick check
Turn off the computer, spray glass cleaner onto a soft, damp cloth, and gently wipe the screen to remove dirt and smudge.
NOTE: Do not spray cleaner directly onto the screen.
Configure the touch display in Control Panel >
Tablet PC Settings
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.
Common issues and possible solutions 115
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
I/O devices
Use this information to troubleshoot I/O device issues.
NOTE:
● Make sure external devices are supported and compliant (for example, USB Type-C, Thunderbolt 3, PCI
Express).
● If you have problems with external devices not provided by HP, contact device manufacturers for compatibility and latest drivers before troubleshooting (for example, USB devices, Thunderbolt devices,
PCI express card reader, VGA, display, HDMI monitors, speakers).
● Be sure I/O devices are properly inserted into the I/O ports, and then be sure that Windows Device
Manager recognizes the I/O devices.
Keyboard
Use this information to troubleshoot keyboard issues.
Table 7-34 Issues, possible causes, and fixes
Items Procedures
Symptoms
Keystrokes not recognized
Characters not matched
Possible causes
Dust trapped under keycap, loose keycap, loose keyboard connection, defective keyboard.
Troubleshooting steps
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.
116 Chapter 7 Troubleshooting guide
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.
Keyboard pointing stick
Use this information to troubleshoot pointing stick issues.
Table 7-35 Issues, possible causes, and fixes
Items Procedures
Symptom
Point stick not working properly
Possible causes
Dust trapped under point stick, loose point stick cap.
Troubleshooting steps
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.
Common issues and possible solutions 117
Table 7-35 Issues, possible causes, and fixes (continued)
Items Procedures
Example of back of keyboard, including keyboard, point stick, and backlight cables.
Keyboard backlight
Use this information to troubleshoot keyboard backlight issues.
Table 7-36 Issues, possible causes, and fixes
Items Procedures
Symptom
Backlight function not working properly
Possible causes
Backlight disabled, loose connection.
Troubleshooting steps
NOTE: Not all notebook computers have backlit keyboards.
A keyboard function key lets you turn the light on and off. Verify whether backlit feature is not disabled by pressing a combination of fn + backlit key.
The following steps are for authorized providers or technicians.
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.
Touchpad
Use this information to troubleshoot touchpad issues.
Table 7-37 Issues, possible causes, and fixes
Items Procedures
Symptoms
Not working properly
(1) Touchpad on/off button
(2) Touchpad
Possible causes
Touchpad turned off, driver, settings.
Troubleshooting steps
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).
118 Chapter 7 Troubleshooting guide
Table 7-37 Issues, possible causes, and fixes (continued)
Items Procedures
The following steps are for authorized service providers/technicians.
1.
Check the touchpad cable for damage or a loose connection, and then reseat the touchpad cable.
2.
If issue persists, replace the touchpad and verify the change.
Network connectivity (RJ-45 jack)
Use this information to troubleshoot network issues.
Table 7-38 Issues, possible causes, and fixes
Items
Symptoms
● Unable to find networks (yellow bang)
● Connection dropouts
● Slow performance
Procedures
Possible causes
Network source, cable, connection, RJ-45 (network) jack, driver, settings.
Troubleshooting steps
Quick Check: verify the network status lights that supposed to flash when there is network activity.
Network connectivity wireless (WLAN)
Use this information to troubleshoot wireless connectivity issues.
Table 7-39 Issues, possible causes, and fixes
Items
Symptoms
● Unable to find networks (yellow bang)
● Connection dropouts
● Slow performance
Procedures
Possible causes
Network source, cable, connection, wireless module, driver, settings.
The following steps are for authorized providers or technicians.
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).
WWAN
Use this information to troubleshoot WWAN issues.
Common issues and possible solutions 119
Table 7-40 Issues, possible causes, and fixes
Items Procedures
Symptom
Unable to find networks or service
Possible causes
Network source, cable, connection, driver, settings.
Troubleshooting steps
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.
USB
Use this information to troubleshoot USB port issues.
Table 7-41 Issues, possible causes, and fixes
Items Procedures
Symptoms
● USB devices are not recognized
● USB devices are not charging
Examples of USB device Not Recognized
Possible causes
USB devices do not have the latest software drivers or port insufficient power, or the devices are not compliant.
NOTE: USB Type-C uses a different connector entirely.
Troubleshooting steps
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 89 ), 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.
120 Chapter 7 Troubleshooting guide
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.
Smart card reader
Use this information to troubleshoot smart card reader issues.
Table 7-42 Issues, possible causes, and fixes
Items Procedures
Symptoms
● Not recognized
● Unable to write
Card Reader Removal Policy
Possible causes
Physical damage, incorrect insertion, dirt, driver, malfunctioning card reader.
NOTE: Some cards have a read-write security switch on the card. Be sure that switch is set to Write Enabled before attempting to write data to it.
Troubleshooting steps
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.
Common issues and possible solutions 121
Speaker, headphone - audio issues
Use this information to troubleshoot audio issues.
Table 7-43 Issues, possible causes, and fixes
Items Procedures
Symptoms
● No sound from external or internal speakers
● Distorted sound, too soft, too loud, intermittent
Possible causes
Volume turned down, sound card not recognized, malfunctioning hardware, electronic interference.
No sound from headphones
No sound from external speakers
Troubleshooting steps
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.)
122 Chapter 7 Troubleshooting guide
Thunderbolt (TB)
Use this information to troubleshoot Thunderbolt issues.
Table 7-44 Issues, possible causes, and fixes
Items Procedures
Symptom
Thunderbolt device not working
Possible causes
BIOS, drivers, and user settings.
Troubleshooting steps
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 .
Storage
Use this information to troubleshoot storage issues.
Common issues and possible solutions 123
NOTE:
● Back up all critical data before troubleshooting the drive.
● Before contacting support, HP recommends that you run a drive (HDD, SSD, M.2 drive) test using the HP
PC Hardware Diagnostics (UEFI) tool on the suspected failed drive.
● Diagnose the hard drive using BIOS, Diagnostics built in the shipping image, or an external USB
( http://www8.hp.com/us/en/campaigns/hpsupportassistant/pc-diags.html?
jumpid=va_r602_us/en/any/pps/pl_ot_ob_ds_pd/HP_PC_Hardware_Diagnostics_cc/dt ).
● HP recommends the drive quick test to quickly (less than 10 minutes) identify the malfunctioning drive.
If the issue still exists, run Extensive Test (more than 2 hours, or loop mode, which runs until an error occurs).
● If any test fails, record failure code and contact support for instructions about how to order a replacement hard drive.
● If all of the tests pass, the hard drive is not damaged. As a rule, HP will not replace a hard drive under warranty that does not fail the HP Hard Drive Self-Test.
● If there is no physical problem with the hard drive (or memory), then try reinstalling the Windows operating system to troubleshoot the problem.
Hard drive or solid-state drive not recognized
Use this information to troubleshoot storage device issues.
Table 7-45 Issues, possible causes, and fixes
Items Procedures
Symptom
Hard drive is not recognized during
POST
Possible causes
Loose connection, faulty hard drive, faulty drive configuration/BIOS setting.
Troubleshooting steps
1.
Perform a hard reset ( 8. Hard reset on page 88
).
2.
Reset BIOS to default.
124 Chapter 7 Troubleshooting guide
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.
No boot to operating system (no read-write error)
Use this information to troubleshoot issues with booting to the operating system.
Table 7-46 Issues, possible causes, and fixes
Items Procedures
Symptoms
● POST error message: Boot Device not found (3F0)
● Hang when booting to operating system
Possible causes
Operating system, loose connection, faulty hard drive, BIOS configuration, Secure Boot.
Troubleshooting steps
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 133 .
Read-write error
Use this information to troubleshoot read and write errors.
Common issues and possible solutions 125
Table 7-47 Issues, possible causes, and fixes
Items Procedures
Symptoms
● POST error message (for example, error code 301)
● Hang when working on data, files, documents
Possible causes
Loose connection, faulty hardware.
Troubleshooting steps
1.
Perform a hard reset ( 8. Hard reset on page 88
).
2.
Reset BIOS to default ( 9. Soft reset (Default Settings) on page 89
).
3.
Verify the drive connection and flex cable. Reseat connection (
10. Reseat cables and connections on page 89 ).
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 133
.
Blue screen (BSOD) error
A faulty hard drive can cause a blue screen error. Perform the drive tests using the HP Diagnostics Tool to make sure that the drive is functional.
If all of the tests are successful, see
Common blue screen error messages on page 136 for detailed
troubleshooting steps.
Noisy hard drive
Use this information to troubleshoot a noisy hard drive.
IMPORTANT: Because an SSD has no moving parts, it does not make loud or clicking noises.
Depending on type and rotational speed, some hard drives make more noise then others.
Not all noises are related to the fan or hard drive.
Table 7-48 Issues, possible causes, and fixes
Items Procedures
Symptoms
● Loud noise from hard drive
● Clicking noise from hard drive
● Still boots to operating system and operates normally
Possible causes
BIOS, hard drive firmware, driver, faulty drive, power supply (AC adapter).
Troubleshooting steps
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.
126 Chapter 7 Troubleshooting guide
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 135
).
Mechanical
Use this information to troubleshoot mechanical issues.
Noise (sound)
Use this information to troubleshoot abnormal noise issues.
Table 7-49 Issues, possible causes, and fixes
Items Procedures
Symptoms
Computer emits abnormal noise
Noisy fan
Noisy hard drive
Noisy optical drive
Noisy speaker
Possible causes
Aside from basic components (power adapter, supply, fan, speaker, hard drive, optical drive, display panel, external devices), it is also common for electronic components to produce noise.
Troubleshooting steps
1.
Inspect external power source and change to verified working one.
2.
Determine whether the noise comes from AC power adapter. Test with a verified working AC adapter.
Disconnect external devices and all cables connected to the computer to isolate issue to computer only.
Determine whether the noise comes from the fan. Disconnect the fan briefly to isolate whether noise originates from fan. If noise is absent with fan disconnected, see
Fan runs constantly on page 128
.
Determine whether the noise comes from the hard drive.
See Noisy hard drive on page 126
.
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.
Common issues and possible solutions 127
Table 7-49 Issues, possible causes, and fixes (continued)
Items Procedures
Noisy display Determine whether the noise comes from display panel (humming noise). Change display frequency settings. See
.
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.
Fan runs constantly
Use this information to troubleshoot a constantly running fan.
Table 7-50 Issues, possible causes, and fixes
Items Procedures
Symptoms
● Fan never stops running
● Generates heat
● Decreased computer performance
Possible causes
● BIOS not up to date.
● Thermal condition (fan, air flow)—fan might not be defective but must run constantly to remove excess heat generated by electrical components.
● Inappropriate configuration.
Troubleshooting steps
General actions
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 82 ) 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 88
). 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 (
Diagnostics and Tools on page 83
). 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)( HP Thermal Monitor on page 85 ) to run stress test (processor and GPU)
and verify that thermal sensors are within limits after thermal condition is serviced.
128 Chapter 7 Troubleshooting guide
Table 7-50 Issues, possible causes, and fixes (continued)
Items Procedures
Notes
User configuration
Change Power Options in Windows (for example, choosing Balanced mode instead of High
performance). High performance and extensive graphics might cause the fan run constantly to release the heat.
BIOS currently omits fan presence detection to shorten boot time delay less than four seconds. Therefore, the fan error is generated based on previous boot to operating system that found system fan error.
Fan often is part of thermal solution, including heat sink, heat sink fin/muffler, and thermal grease. Fan replacement requires reboot and fan function verification using HP PC Hardware
Diagnostics (UEFI) tool.
For more information, see the following links:
● http://support.hp.com/us-en/document/c01007591 .
● https://support.hp.com/us-en/document/c01657439 .
Thermal shutdown (hot)
Use this information to troubleshoot a thermal shutdown.
Table 7-51 Issues, possible causes, and fixes
Items Procedures
Symptoms
Similar to fan runs constantly issue
(
Fan runs constantly on page 128 )
● System shutdown
● Abnormal heat
● Continually running fan
● Decreased computer performance
Possible causes
BIOS not up to date, thermal condition (fan, air flow)
Troubleshooting steps
1.
Update BIOS and drivers (
4. Update BIOS and drivers on page 82
) and reset BIOS to default. BIOS can implement new fan characteristics and updates for other component.
2.
Perform a hard reset (
). 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.
Test fan using HP PC Hardware Diagnostics (UEFI) tool (
6. HP Hardware Diagnostics and Tools on page 83
). Be sure that the fan is not producing a loud noise and that fan blades spin correctly.
e.
Test with a verified working fan.
f.
Remove old thermal compound and pads, and replace properly with new pads.
2.
Verify thermal solution:
Common issues and possible solutions 129
Table 7-51 Issues, possible causes, and fixes (continued)
Items Procedures
Note
○ Use Thermal Monitor tool (available only to authorized service providers and technicians) to run stress test (processor and GPU), and verify that thermal sensors are within limits after thermal condition is serviced.
See https://support.hp.com/us-en/document/c01657439 .
Malfunctioning power button
Use this information to troubleshoot a nonworking power button.
Table 7-52 Issues, possible causes, and fixes
Items Procedures
Symptoms
● Rear power indicator light is on
● Does not turn on when power button is pressed
● Automatically turns on
Possible causes
Defective keyboard.
Troubleshooting steps
General actions
1.
Perform a hard reset ( 8. Hard reset on page 88
).
2.
Treat as a defective keyboard.
Additional information
The following sections provide additional information that you can use during the troubleshooting process.
Acronyms
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
130 Chapter 7 Troubleshooting guide
mWS–Mobile Workstations
WS–Workstations
OS–Operating system
PC–Personal computer
POST–Power-On Self-Test
SSD–Solid-state drive
TSG–Troubleshooting Guide
UEFI–Unified Extensible Firmware Interface
WLAN–Wireless local area network
WWAN–Wireless wide area network
Blinking lights and boot error codes
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)
Processor not executing code
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, be sure that the processor is seated correctly in the socket. If this error reoccurs, see
General troubleshooting steps on page 79 .
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.
Additional information 131
BIOS recovery code unable to find valid BIOS recovery image
This computer has experienced a problem in locating a valid BIOS image, resulting in a failed startup.
You can resolve this problem by placing a clean copy of the system BIOS on a USB key or in the appropriate hard drive directory and performing a reboot. If this error reoccurs, see
General troubleshooting steps on page 79 .
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.
Memory module error
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.
Graphics Controller Error (No Controller)
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.
Failure System Board Error
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.
Intel Trusted Execution Technology (TXT) Error
This computer has experienced a problem related to the Intel Trusted Execution Technology resulting in a failed startup. The error occurs when 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.
132 Chapter 7 Troubleshooting guide
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.
Sure Start unable to find valid BIOS Boot Block image
This computer has experienced a problem in locating a valid BIOS image, resulting in a failed startup. 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.
Sure Start has identified a problem (Manual Recovery Policy Set)
This computer has experienced a problem in locating a valid BIOS image, resulting in a failed startup. HP Sure
Start 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.
POST error messages and user actions
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.
Additional information 133
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 82
for more information.
If reinstalling the BIOS fails, contact support for further assistance.
134 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
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.
Routine maintenance for performance improvement
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
Additional information 135
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
Common blue screen error messages
The following sections define blue screen error messages.
Error message list
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.
Bug check symbolic names
Each bug check code also has an associated symbolic name.
In the example, the screen shows https://msdn.microsoft.com/en-us/library/windows/hardware/ ff559209(v=vs.85).aspx
Microsoft general troubleshooting of Windows bug check codes
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.
136 Chapter 7 Troubleshooting guide
● Run a virus detection program. Viruses can infect all types of hard drives formatted for Windows, and resulting drive corruption can generate system bug check codes. Be sure that the virus detection program checks the Master Boot Record for infections.
● Verify that the system has the latest service pack installed. To detect which service pack, if any, is installed on your system, click Start, click Run, type winver , and then press enter . The About Windows dialog box displays the Windows version number and the version number of the service pack, if one has been installed.
● Disable BIOS memory options such as caching or shadowing.
● Check the System Log and Application Log in Event Viewer to see if any additional error messages have been logged recently. These might pinpoint the cause of the error.
Use Windows Debugging Tool
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.
Windows Software Development Kit (SDK)
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).
Additional information 137
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.
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6.
Open the crash dump file.
Additional information 139
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.
Display issue: pixel anomalies
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.
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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.
Cable management
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.
Additional information 141
● 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.
Connector types
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.
Flex cable
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.
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Horizontal cable insertion
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.
Multiple-pin horizontal connector (LVDS cable to display panel)
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.
Multiple-pin vertical connector (LVDS cable to system board)
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.
Additional information 143
For more information about cable management, see Cable management on page 141 .
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Key features
14-inch display with a resolution of 1920 x 1080
11th-generation Intel Core i7 processor
16GB of RAM
512GB of SSD storage
NVIDIA GeForce GTX 1650 Ti graphics card
Long battery life of up to 17 hours
Sleek and durable design
Comprehensive security features
Fast and reliable connectivity
Frequently asked questions
There are a few things you can do to extend the battery life of your Zbook Firefly 14 G7, such as adjusting the screen brightness, closing unused programs, and using the power-saving mode.
Yes, the RAM and storage in the Zbook Firefly 14 G7 can be upgraded. For more information, see the Maintenance and Service Guide.
The Zbook Firefly 14 G7 has a number of security features, including a fingerprint reader, a TPM 2.0 chip, and support for HP Sure Start.
