Maintenance and Service Guide HP ZBook 14u G6 Mobile Workstation
© Copyright 2019 HP Development Company, L.P. AMD and Radeon are trademarks of Advanced Micro Devices, Inc. Bluetooth is a trademark owned by its proprietor and used by HP Inc. under license. DisplayPort and the DisplayPort logo are trademarks owned by the Video Electronics Standards Association (VESA) in the United States and other countries. Intel, Core, Optane, XMM, and Thunderbolt are trademarks of Intel Corporation or its subsidiaries in the U.S. and/or other countries.
Important Notice about Customer Self-Repair Parts IMPORTANT: Your computer includes Customer Self-Repair parts and parts that should be accessed only by an authorized service provider. See Chapter 5, "Removal and replacement procedures for Customer SelfRepair parts," for details. Accessing parts described in Chapter 6, "Removal and replacement procedures for authorized service provider only parts," can damage the computer or void your warranty.
iv Important Notice about Customer Self-Repair Parts
Safety warning notice WARNING! To reduce the possibility of heat-related injuries or of overheating the device, do not place the device directly on your lap or obstruct the device air vents. Use the device only on a hard, flat surface. Do not allow another hard surface, such as an adjoining optional printer, or a soft surface, such as pillows or rugs or clothing, to block airflow. Also, do not allow the AC adapter to contact the skin or a soft surface, such as pillows or rugs or clothing, during operation.
vi Safety warning notice
Table of contents 1 Product description ....................................................................................................................................... 1 2 Components .................................................................................................................................................. 7 Right ......................................................................................................................................................................
Packaging and transporting guidelines .............................................................................................................. 33 5 Removal and replacement procedures for Customer Self-Repair parts ............................................................. 34 Component replacement procedures .................................................................................................................. 34 Preparation for disassembly ................................................
2. Examine the environment .......................................................................................... 84 3. Perform a visual inspection of hardware ................................................................... 85 4. Update BIOS and drivers ............................................................................................. 85 Manually updating BIOS and drivers ............................................................ 85 Remotely deploying BIOS and drivers ..................
No video (with power) ................................................................................................... 103 Blinking lights ............................................................................................................... 105 Diagnostics error messages ......................................................................................... 105 BIOS password ..............................................................................................................
Hard drive/solid-state drive not recognized ................................................................ 130 No boot to operating system (no read/write error) ..................................................... 130 Read-write error ........................................................................................................... 131 Slow performance ......................................................................................................... 131 Blue screen (BSOD) error ..........
Determining the BIOS version ...................................................................................... 154 Downloading a BIOS update ......................................................................................... 154 Changing the boot order using the f9 prompt ................................................................................ 155 TPM BIOS settings (select products only) ......................................................................................................
Power cord set requirements .................................................................................................................... 168 Requirements for all countries .......................................................................................................................... 168 Requirements for specific countries and regions ............................................................................................. 169 14 Statement of memory volatility ......................
xiv
1 Product description Table 1-1 Product components and their descriptions Category Description Product Name HP ZBook 14u G6 Mobile Workstation Processors 8th-generation Intel® Core™ processors: Intel Core i7-8665U (1.9 GHz, turbo up to 4.8 GHz, 8 MB SmartCache, quad core, 15 W; Intel UHD Graphics 620) Intel Core i7-8565U (1.8 GHz, turbo up to 4.6 GHz, 8 MB SmartCache, quad core, 15 W; Intel UHD Graphics 620) Intel Core i5-8365U (1.6 GHz, turbo up to 4.
Table 1-1 Product components and their descriptions (continued) Category Description FHD (1920 × 1080), antiglare, 950 nits, 72% CG, eDP + PSR, flat, Ambient Light Sensor, privacy, with HD + IR camera, with WWAN Ultra high definition (UHD) (3840 × 2160), antiglare, 400 nits, 72% CG, eDP + PSR, ultra slim, Ambient Light Sensor, with HD + IR camera, with WWAN UHD (3840 × 2160), antiglare, 600 nits, 100% AdobeRGB, eDP + PSR, ultra slim, Ambient Light Sensor, with HD + IR camera, with WWAN 35.6 cm (14.0 in.
Table 1-1 Product components and their descriptions (continued) Category Description Audio and video HP Bang & Olufsen Audio Multiple-array microphone (including rear-facing 3rd microphone) Stereo speakers (2) (13 mm × 38 mm × 4 mm) Webcam HD RGB 720p Webcam HD + IR RGB 720p Camera privacy cover Supports WDR (Wide Dynamic Range) Support for models without camera RJ-45 (network) Intel Ethernet Connection I219-LM 10/100/1000 (vPro) Intel Ethernet Connection I219-V 10/100/1000 (non-vPro) S3/S4/S5 Wake-on-
Table 1-1 Product components and their descriptions (continued) Category Description NFC antenna Support for models without NFC Wireless wide area network (WWAN) WWAN cards are compatible with a programmable removable eSIM Two WWAN antennas (worldwide 5-band, configured at top of display panel) Supports the following WWAN formats: Integrated WWAN options with dual antennas (M.2 30 × 42 socket USB2): ● Intel XMM™ 7262 LTE-Advanced (CAT 6) Integrated WWAN options with dual antennas (M.
Table 1-1 Product components and their descriptions (continued) Category Description Power requirements Battery HP Long Life Lithium Polymer Soft Pack Battery, 3 cell, 50 Whr HP Fast Charge Technology AC adapter 65 W Smart right angle, 4.5 mm 65 W Smart right angle, 4.5 mm - Argentina 65 W Smart right angle, 4.5 mm - EM 65 W Straight USB Type C 45 W Smart right angle, 4.5 mm 45 W Smart right angle, 4.5 mm - Argentina 45 W Smart right angle, 4.
Table 1-1 Product components and their descriptions (continued) Category Description Windows 10 Home 64 Plus Single Language APAC EM PPP Windows 10 Home 64 Plus Single Language India Market PPP Windows 10 Home 64 Plus Single Language Indonesia Market PPP Windows 10 Professional 64 Windows 10 Professional 64 Chinese Market Windows 10 Professional 64 StF MSNA Standard Windows 10 Professional 64 StF MSNA Plus Windows 10 Government Edition FreeDOS 3.
2 Components Your computer features top-rated components. This chapter provides details about your components, where they are located, and how they work. Right NOTE: Refer to the illustration that most closely matches your computer. Table 2-1 Right-side components and their descriptions Component Description (1) SIM card slot (select products only) Supports a wireless subscriber identity module (SIM) card.
Table 2-1 Right-side components and their descriptions (continued) Component (7) Description USB Type-C power connector and Thunderbolt™ port with HP Sleep and Charge Connects an AC adapter that has a USB Type-C connector, supplying power to the computer and, if needed, charging the computer battery. – and – Even when the computer is off, connects and charges most USB devices that have a Type-C connector, such as a cell phone, camera, activity tracker, or smartwatch, and provides high-speed data transfer.
Left Table 2-2 Left-side components and their descriptions Component (1) Description Security cable slot Attaches an optional security cable to the computer. NOTE: The security cable is designed to act as a deterrent, but it may not prevent the computer from being mishandled or stolen. (2) Vent Enables airflow to cool internal components. NOTE: The computer fan starts up automatically to cool internal components and prevent overheating.
Display NOTE: Refer to the illustration that most closely matches your computer. Table 2-3 Display components and their descriptions Component Description (1) WWAN antennas* (select products only) Send and receive wireless signals to communicate with wireless wide area networks (WWANs). (2) Ambient light sensor (select products only) Adjusts the brightness of the display, depending on the ambient light. (3) Internal microphones Record sound.
Keyboard area Touchpad Table 2-4 Touchpad components and their descriptions Component Description (1) Pointing stick Moves the pointer on the screen. (2) Left pointing stick button Functions like the left button on an external mouse. (3) Touchpad zone Reads your finger gestures to move the pointer or activate items on the screen. (4) Right pointing stick button Functions like the right button on an external mouse.
Lights Table 2-5 Lights and their descriptions Component (1) Description Power light ● On: The computer is on. ● Blinking: The computer is in the Sleep state, a power-saving state. The computer shuts off power to the display and other unneeded components. ● Off: The computer is off or in Hibernation. Hibernation is a power-saving state that uses the least amount of power. (2) Caps lock light On: Caps lock is on, which switches the key input to all capital letters.
Table 2-5 Lights and their descriptions (continued) Component Description (8) Call answer light On: Call answer is on. (9) Call end light On: Call end is on. (10) Fn lock light On: The fn key is locked. For more information, see Hot keys (select products only) on page 16.
Table 2-6 Buttons, speakers, and fingerprint reader and their descriptions (continued) Component Description If the computer has stopped responding and shutdown procedures are ineffective, press and hold the power button for at least 5 seconds to turn off the computer. To learn more about your power settings, see your power options. ▲ (2) Vents (2) Right-click the Power meter icon and then select Power Options. Enable airflow to cool internal components.
Special keys Table 2-7 Special keys and their descriptions Component Description (1) esc key Displays system information when pressed in combination with the fn key. (2) fn key Executes frequently used system functions when pressed in combination with another key. Such key combinations are called hot keys. See Hot keys (select products only) on page 16. (3) Windows key Opens the Start menu. NOTE: Pressing the Windows key again will close the Start menu.
Hot keys (select products only) A hot key is the combination of the fn key and another key. To use a hot key: ▲ Press the fn key, and then press one of the keys listed in the following table. Table 2-8 Hot keys and their descriptions Key Description C Turns on scroll lock. E Turns on the insert function. R Breaks the operation. S Sends a programing query. W Pauses the operation.
Front Table 2-10 Front components and their descriptions Component (1) (2) Description Power light Wireless light ● On: The computer is on. ● Blinking: The computer is in the Sleep state, a power-saving state. The computer shuts off power to the display and other unneeded components. ● Off: The computer is off or in Hibernation. Hibernation is a power-saving state that uses the least amount of power.
Labels The labels affixed to the computer provide information you may need when you troubleshoot system problems or travel internationally with the computer. Labels may be in paper form or imprinted on the product. IMPORTANT: Check the following locations for the labels described in this section: the bottom of the computer, inside the battery bay, under the service door, on the back of the display, or on the bottom of a tablet kickstand.
Table 2-12 Service label components (continued) Component (3) Serial number (4) Warranty period ● Regulatory label(s)—Provide(s) regulatory information about the computer. ● Wireless certification label(s)—Provide(s) information about optional wireless devices and the approval markings for the countries or regions in which the devices have been approved for use.
3 Illustrated parts catalog Computer major components NOTE: HP continually improves and changes product parts. For complete and current information on supported parts for your computer, go to http://partsurfer.hp.com, select your country or region, and then follow the on-screen instructions. NOTE: Details about your computer, including model, serial number, product key, and length of warranty, are on the service tag at the bottom of your computer. See Labels on page 18 for details.
Table 3-1 Computer major components and their descriptions Item Component Spare part number (1) Display assembly not available as whole hinge-up Display assemblies are available as spare parts only at the subcomponent level. For more display assembly spare part information, see Display assembly subcomponents on page 23. (2) Touch (3) Keyboard (see Keyboard on page 42) not available as whole hinge-up For a list of keyboard country codes, see Keyboard on page 42.
Table 3-1 Computer major components and their descriptions (continued) Item Component Spare part number ● Intel i5-8365U processor L64077-xx1 ● Intel i5-8265U processor L64076-xx1 For use in models with UMA graphics memory: (17) ● Intel i7-8665U processor L62760-001 ● Intel i7-8565U processor L62758-001 ● Intel i5-8365U processor L62759-001 ● Intel i5-8265U processor L62757-xx1 Fan L62739-001 Heat sink (18) For use in models with discrete graphics memory L62751-001 (19) For use
Table 3-1 Computer major components and their descriptions (continued) Item Component Spare part number (24) Battery (3 cell, 50 Whr, 4.
Table 3-2 Display components and their descriptions (continued) Item (2) (3) 24 Component Spare part number For use in models with an HD camera (includes camera privacy cover) L62748-001 For use in models with an IR camera (includes camera privacy cover) L62749-001 For use in models with an IR camera and an ambient light sensor (includes camera privacy cover) L62750-001 Raw panel FHD, non-touch, 400 nits L62772-001 FHD, non-touch, 250 nits L62773-001 FHD, non-touch, privacy L62774-001 FHD,
Plastics Kit Table 3-3 Plastics Kit components and their descriptions Item Component Spare part number Plastics kit L66571-001 (1) SIM card reader insert (2) Fingerprint reader insert (3) Smart card reader insert Camera privacy cover (not illustrated) Plastics Kit 25
Cable Kit Table 3-4 Cable Kit components and their descriptions Description Spare part number Cable Kit, includes the following cables: L62734-001 Pointing stick cable USB board cable Card reader cable Touchpad cable Fingerprint reader cable NFC cable Power button board cable FHD display panel cable UHD display panel cable TOP panel cable UHD display (600 nits) cable Privacy display, flat cable Privacy display TOP, cable Webcam/microphone cable IR webcam cable IR + ALS webcam cable 26 Chapter 3 Illust
Miscellaneous parts Table 3-5 Miscellaneous parts and their descriptions Component Spare part number AC adapter (non-PFC, 4.5 mm): 65 W HP Smart AC adapter, 3 prong 710412-001 65 W USB Type-C, nPFC, 1.8 m L32392-001 65 W HP Smart AC adapter, EM 913691-850 65 W HP Smart AC adapter, nPFC, travel adapter 693716-001 65 W USB Type-C, nPFC, 1.8 m L32390-001 45 W HP Smart AC adapter, 2 prong 742436-001 45 W HP Smart AC adapter, nPFC, 4.5 mm 741727-001 Power cord (3 pin, C5, black, 1.
Table 3-5 Miscellaneous parts and their descriptions (continued) Component Spare part number Israel L31384-001 Italy L31386-001 Japan L31387-001 North America L31389-001 People’s Republic of China L31390-001 South Africa L31391-001 South Korea L31388-001 Switzerland L31392-001 Taiwan L31394-001 Thailand L31393-001 United Kingdom and Singapore L31395-001 Power cord (C5N5, duckhead, 1.
4 Removal and replacement procedures preliminary requirements Tools required You will need the following tools to complete the removal and replacement procedures: ● Non-conductive, non-marking pry tool ● Magnetic Phillips P1 screwdriver ● Torx T8 screwdriver Service considerations The following sections include some of the considerations that you must keep in mind during disassembly and assembly procedures.
Drive handling IMPORTANT: Drives are fragile components that must be handled with care. To prevent damage to the computer, damage to a drive, or loss of information, observe these precautions: Before removing or inserting a hard drive, shut down the computer. If you are unsure whether the computer is off or in Hibernation, turn the computer on, and then shut it down through the operating system. Before handling a drive, be sure that you are discharged of static electricity.
IMPORTANT: To prevent damage to the device when you are removing or installing internal components, observe these precautions: Keep components in their electrostatic-safe containers until you are ready to install them. Before touching an electronic component, discharge static electricity by using the guidelines described in this section. Avoid touching pins, leads, and circuitry. Handle electronic components as little as possible. If you remove a component, place it in an electrostatic-safe container.
● Avoid contact with pins, leads, or circuitry. ● Place reusable electrostatic-sensitive parts from assemblies in protective packaging or conductive foam. Personal grounding methods and equipment Use the following equipment to prevent static electricity damage to electronic components: ● Wrist straps are flexible straps with a maximum of 1 MΩ ±10% resistance in the ground cords. To provide proper ground, a strap must be worn snug against bare skin.
● Field service kits ● Static awareness labels ● Wrist straps and footwear straps providing 1 MΩ ±10% resistance ● Material handling packages ● Conductive plastic bags ● Conductive plastic tubes ● Conductive tote boxes ● Opaque shielding bags ● Transparent metallized shielding bags ● Transparent shielding tubes Packaging and transporting guidelines Follow these grounding guidelines when packaging and transporting equipment: ● To avoid hand contact, transport products in static-safe tube
5 Removal and replacement procedures for Customer Self-Repair parts This chapter provides removal and replacement procedures for Customer Self-Repair parts. NOTE: The Customer Self-Repair program is not available in all locations. Installing a part not supported by the Customer Self-Repair program may void your warranty. Check your warranty to determine if Customer Self-Repair is supported in your location.
2. Loosen the five captive screws (1) and the three inset captive screws (2) that secure the bottom cover. 3. Starting under the display in the upper left corner, pry (1) and lift the bottom cover off the computer (2). Reverse the removal procedures to install the bottom cover.
Solid-state drive (SSD) Table 5-2 Solid-state drive descriptions and part numbers Description Spare part number 2 TB, PCIe, TLC L62766-001 1 TB, PCIe, TLC L62763-001 512 GB, PCIe, TLC L62769-001 512 GB, PCIe, Self-encrypting drive (SED), Opal 2, TLC L62768-001 512 GB, SATA-3, FIPS-140-2, TLC L62767-001 256 GB, PCIe, NVMe, TLC L64700-001 256 GB, PCIe, NVMe, value L62765-001 256 GB, SATA-3, Opal 2, TLC L64701-001 Before removing the solid-state drive, follow these steps: 1.
Memory modules NOTE: Primary and expansion memory is installed in a side-by-side configuration in the bottom of the computer. If only one memory module is installed, it must be installed in the socket labeled 1. Table 5-3 Memory module descriptions and part numbers Description Spare part number 4 GB (DDR-2666) L10598-852 8 GB (DDR-2666) 937236-852 16 GB (DDR-2666) 937438-852 IMPORTANT: Before adding new memory, make sure you update the computer to the latest BIOS, available at www.hp.com.
WLAN/Bluetooth combo card The computer uses a card that provides both WLAN and Bluetooth functionality. The WLAN module and WWAN module are not interchangeable. Table 5-4 WLAN module descriptions and part numbers Description Spare part number Intel Wireless-AC 9560 802.11ac 2 × 2 Wi-Fi + Bluetooth 5 (non-vPro) L22634-002 Intel Wireless-AC 9560 802.11ac 2 × 2 Wi-Fi + Bluetooth 5 (vPro) L28418-002 Intel Wi-Fi 6 AX200 802.11ax 2 × 2 + Bluetooth 5 (non-vPro) L35282-002 Intel Wi-Fi 6 AX200 802.
3. Remove the WLAN module by pulling the module away from the slot at an angle (3). NOTE: WLAN modules are designed with a notch to prevent incorrect insertion. NOTE: If the WLAN antennas are not connected to the terminals on the WLAN module, the protective sleeves must be installed on the antenna connectors, as shown in the following illustration. Reverse this procedure to install the WLAN module.
WWAN module The WLAN module and WWAN module are not interchangeable. The WWAN module is available on select models only. Table 5-5 WWAN module descriptions and part numbers Description Spare part number Intel XMM 7360 LTE-Advanced (CAT 9) L15398-002 Intel XMM 7560 LTE-Advanced Pro (CAT 16) L27188-002 Intel XMM 7262 LTE-Advanced (CAT 6) L35286-002 Before removing the WWAN module, follow these steps: 1. Prepare the computer for disassembly (Preparation for disassembly on page 34). 2.
4. Remove the WWAN module (3) by pulling the module away from the slot at an angle. NOTE: WWAN modules are designed with a notch to prevent incorrect insertion. NOTE: If the WWAN antennas are not connected to the terminals on the WWAN module, the protective sleeves must be installed on the antenna connectors, as shown in the following illustration. Reverse this procedure to install the WWAN module.
Keyboard In this section, the first table provides the main spare part number for the keyboards. The second table provides the country codes.
2. Insert a screwdriver or similar thin tool into the release hole near the fan, and then press on the back of the keyboard until it releases (2). NOTE: Cables connect the bottom of the keyboard to the system board. Make sure not to prematurely pull the keyboard cables out of the system board connectors. 3. Position the computer upright with the front toward you, and then open the computer as far as possible. 4.
9. Remove the keyboard (5). Reverse this procedure to install the keyboard.
6 Removal and replacement procedures for authorized service provider parts IMPORTANT: Components described in this chapter should be accessed only by an authorized service provider. Accessing these parts can damage the computer or void the warranty. NOTE: Details about your computer, including model, serial number, product key, and length of warranty, are on the service tag at the bottom of your computer. See Labels on page 18 for details.
Battery Table 6-1 Battery description and part number Description Spare part number Battery, 3 cell, 50 Whr, 4.33 Ahr 933321-852 Before removing the battery, follow these steps: 1. Prepare the computer for disassembly (Preparation for disassembly on page 34). 2. Remove the bottom cover (see Bottom cover on page 34). To remove the battery: IMPORTANT: Removing a battery that is the sole power source for the computer can cause loss of information.
3. Rotate the top of the battery upward (1), and then lift the battery out of the computer (2). IMPORTANT: When installing the battery, insert the tabs on the bottom of battery into the clips built into the computer (3), and then rotate the battery into place Reverse the removal procedures to install the battery.
Heat sink assembly NOTE: The heat sink assembly spare part kit includes replacement thermal material. Table 6-2 Heat sink descriptions and part numbers Description Spare part number Heat sink for use in models with discrete graphics memory L62751-001 Heat sink for use in models with UMA graphics memory L62740-001 Before removing the heat sink assembly, follow these steps: 1. Prepare the computer for disassembly (Preparation for disassembly on page 34). 2.
2. The heat sink and system board use both thermal grease and thermal pads. Thoroughly clean this thermal material each time the heat sink is removed. Replacement thermal material is included with the heat sink and system board spare part kits.
3. UMA graphics models: Loosen the four captive screws on the heat sink following the sequence stamped on the heat sink (1), and then remove the heat sink from the system board (2). IMPORTANT: Take extreme care when removing the heat sink and fan assembly. The heatpipe is very fragile and can be easily damaged and bent during removal. 4. Thoroughly clean the thermal material from the surfaces of the system board component (1) and the heat sink (2) each time the heat sink is removed.
RTC battery Table 6-3 RTC battery description and part number Description Spare part number RTC battery L17255-001 Before removing the RTC battery, follow these steps: 1. Prepare the computer for disassembly (Preparation for disassembly on page 34). 2. Remove the bottom cover (see Bottom cover on page 34). 3. Disconnect the battery cable from the system board (see Battery on page 46). Remove the RTC battery: 1. Disconnect the RTC battery cable from the system board (1). 2.
USB board Table 6-4 USB board and support bracket descriptions and part numbers Description Spare part number USB board (includes support bracket and cable) L62735-001 USB support bracket (included in the Bracket Kit) L62737-001 Before removing the USB board, follow these steps: 1. Prepare the computer for disassembly (Preparation for disassembly on page 34). 2. Remove the bottom cover (see Bottom cover on page 34). 3. Disconnect the battery cable from the system board (see Battery on page 46).
RJ-45 board with bracket Table 6-5 RJ-45 board with bracket description and part number Description Spare part number RJ-45 board with bracket L19422-001 Before removing the RJ-45 board and bracket, follow these steps: 1. Prepare the computer for disassembly (Preparation for disassembly on page 34). 2. Remove the bottom cover (see Bottom cover on page 34). 3. Disconnect the battery cable from the system board (see Battery on page 46). Remove the RJ-45 board and bracket: 1.
Power button board Table 6-6 Power button board description and part number Description Spare part number Power button board assembly (includes cable) L62738-001 Before removing the power button board, follow these steps: 1. Prepare the computer for disassembly (Preparation for disassembly on page 34). 2. Remove the bottom cover (see Bottom cover on page 34). 3. Disconnect the battery cable from the system board (see Battery on page 46).
Speaker assembly Table 6-7 Speaker assembly description and part number Description Spare part number Speaker assembly (includes cable) L62736-001 Before removing the speaker assembly, follow these steps: 1. Prepare the computer for disassembly (Preparation for disassembly on page 34). 2. Remove the bottom cover (see Bottom cover on page 34). 3. Disconnect the battery cable from the system board (see Battery on page 46). Remove the speaker assembly: 1.
Touchpad Table 6-8 Touchpad descriptions and part numbers Description Spare part number Touchpad for use in models without an NFC module L63377-001 Touchpad for use in models with an NFC module L63378-001 Before removing the touchpad, follow these steps: 1. Prepare the computer for disassembly (Preparation for disassembly on page 34). 2. Remove the bottom cover (see Bottom cover on page 34). 3. Remove the battery (see Battery on page 46). Remove the touchpad: 56 1.
5. Remove the touchpad from the computer (2). Reverse this procedure to install the touchpad.
Touchpad button board Table 6-9 Touchpad button board descriptions and part numbers Description Spare part number Touchpad button board L17826-001 Before removing the touchpad button board, follow these steps: 1. Prepare the computer for disassembly (Preparation for disassembly on page 34). 2. Remove the bottom cover (see Bottom cover on page 34). 3. Remove the battery (see Battery on page 46). Remove the touchpad button board: 1.
NFC module Table 6-10 NFC module description and part number Description Spare part number NFC module (includes antenna and touchpad foam) L14385-001 Before removing the NFC module, follow these steps: 1. Prepare the computer for disassembly (Preparation for disassembly on page 34). 2. Disconnect all external devices from the computer. 3. Remove the bottom cover (see Bottom cover on page 34). 4. Remove the battery (see Battery on page 46). Remove the NFC module: 1.
Smart card reader Table 6-11 Smart card reader and cable descriptions and part numbers Description Spare part number Smart card reader L62733-001 Smart card reader pass-thru board (for use in models without a smart card) L62743-001 NOTE: This board provides cable pass through capability for models without a smart card. Smart card reader cable (available in Cable Kit) L62734-001 (Cable Kit) Before removing the card reader, follow these steps: 1.
Fan Table 6-12 Fan description and part number Description Spare part number Fan L62739-001 Before removing the fan, follow these steps: 1. Prepare the computer for disassembly (Preparation for disassembly on page 34). 2. Remove the bottom cover (see Bottom cover on page 34). 3. Remove the battery (see Battery on page 46). 4. Remove the keyboard (see Keyboard on page 42).
6. Remove the fan from the computer (3). Reverse this procedure to install the fan.
System board NOTE: All system board spare part kits include replacement thermal material.
2. Remove the three Phillips M2.0 × 3.0 screws that secure the system board to the computer. 3. Close the computer and position it upside down. 4.
5. Remove the five Phillips M2.0 × 3.0 screws that secure the system board to the computer. 6. Lift the right side of the system board up at an angle (1). 7. Pull the system board up and toward the right to release the connectors from the left side of the computer, and then remove the system board (2). Reverse this procedure to install the system board.
Fingerprint reader assembly Table 6-14 Fingerprint reader and bracket descriptions and part numbers Description Spare part number Fingerprint reader assembly (includes cable) L65695-001 Fingerprint reader bracket (included in Bracket Kit) L62737-001 Before removing the fingerprint reader assembly, follow these steps: 1. Prepare the computer for disassembly (Preparation for disassembly on page 34). 2. Remove the bottom cover (see Bottom cover on page 34). 3.
Display assembly NOTE: Displays are not available as whole assemblies – only subcomponent spare parts are available. Display assembly spare part information is also available at Display assembly subcomponents on page 23. Before removing the display assembly, follow these steps: 1. Prepare the computer for disassembly (Preparation for disassembly on page 34). 2. Remove the bottom cover (see Bottom cover on page 34). 3. Disconnect the battery cable from the system board (see Battery on page 46).
7. Lift the display assembly straight up and remove it (2). Failure to properly route the antennas can result in degradation of the computer's wireless performance. IMPORTANT: When installing the display assembly, be sure that the wireless antenna cables are routed and arranged properly.
8. To remove the display hinge cover, rotate top of hinge cover away from display enclosure to release the tabs (1), and then pull the cover off the enclosure (2). The display hinge cover for touch displays is available in the Hinge Kit as spare part number L15538-001. The display hinge cover for non-touch displays is available in the Hinge Kit as spare part number L15539-001.
10. Remove the display bezel (4). The display bezel is available using the following spare part numbers: Models with a microphone module: L62747-001 Models with an HD camera: L62748-001 Models with an IR camera: L62749-001 Models with an IR camera and an ambient light sensor: L62750-001 11. Two different camera modules are available. Refer to the following procedure appropriate for your computer if it is necessary to replace the camera module: a.
The HD camera module is available as spare part number L62742-001. The microphone module is available as spare part number L62744-001. b. IR camera Remove the tape from the module (1), lift upward to release the module from the adhesive on the display enclosure (2), disconnect the cables from the left and right sides of the module (3), and then remove the camera module from the display (4). The IR camera module is available as spare part number L64702-001.
12. If it is necessary to remove the ambient light sensor board, disconnect the cable from the board (1), lift upward to release the board from the adhesive on the display enclosure (2), and then remove the board from the display (3). The ambient light sensor board is available as spare part number L62745-001. 13. If it is necessary to remove the display panel from the enclosure, remove the four Phillips M2.0 × 2.0 screws that secure the panel to the display enclosure. 14.
15. On the back of the display panel, lift the tape from the connector (2), and then disconnect the display cable from the rear of the panel (3).
16. If it is necessary to replace the display hinges, remove the three Phillips M2.5 × 11.0 screws that secure each hinge (1), and then remove the hinges from the display enclosure (2). Display hinges for touch displays are available in the Hinge Kit as spare part number L15538-001. Display hinges for non-touch displays are available as spare part number L15539-001. 17. If it is necessary to replace the display cable, lift the cable from the routing path in the display enclosure.
a. HD camera models Disconnect the cable from the ambient light sensor board (1) and from the HD camera (2), and then remove the cable from the display enclosure (3). b. IR camera models Disconnect the cable from the ambient light sensor board (1), from the left (2) and right (3) sides of the IR camera, and then remove the cable from the display enclosure (4). The camera cable is available in the Cable Kit as spare part number L62734-001.
19. If it is necessary to replace the WLAN antenna cables, peel the antennas from the top of the display enclosure (1), remove the antenna cables from the routing path on the bottom of the display enclosure (2), and then remove the antenna cables (3). NOTE: The WLAN antennas are available with the display enclosure. 20.
Top cover Table 6-15 Top cover description and part number Description Spare part number Top cover L63384-001 The top cover remains after removing all other spare parts from the computer.
7 Interpreting system validation diagnostic front panel LEDs and audible codes During the system validation phase that occurs at system startup, the BIOS validates the functionality of the following subsystems and conditions: ● AC adapter ● System board power ● Processor failure ● BIOS corruption ● Memory failure ● Graphics failure ● System board failure ● BIOS authentication failure If an error is detected, specific patterns of long and short blinks, accompanied by long and short beeps (wh
The red LED blinks to represent the major error category (long blinks). The white LED blinks to represent the minor error category (short blinks). For example, 3.5 indicates 3 long red blinks and 5 short white blinks to communicate the processor is not detected. Table 7-2 Front panel LEDs and audible code indications Component tested BIOS Hardware System board Major/ minor code Error condition Notebook Caps Lock/Num Lock LED Desktop Action 2.
8 Troubleshooting guide This chapter is primarily focused on troubleshooting HP Mobile Workstations. The information is provided so that you can solve problems yourself or at least narrow down what may be causing the problem. Based on some of the most common symptoms, this chapter helps to identify logical steps and available resources or tools for resolving an issue. HP recommends that you follow the instructions carefully, observe safety precautions, and note any observations or results.
Resources Table 8-1 Troubleshooting resources and their descriptions HP Resource Tool Description Link HP Elite Support Provides live HP Premium support (available 24/7) to Elite computers. http://www8.hp.com/us/en/ads/eliteproducts/overview.html HP Support Center Provides important support, such as warranty, support cases, drivers, Customer Advisories, Customer and Security Bulletins, and Product Change Notices. http://h20565.www2.hp.
Identify the issue 1. Understand the issue It is important to understand the issue that occurred, including related symptoms. It helps to understand the basic computer boot-up sequence as well as the failure itself. The boot-up sequence and associated failures are described below. Boot up sequence The computer performs several steps after you press the power button or restart the computer. It is important to understand where in the boot-up sequence the symptoms occur.
A single symptom can be listed under different groups. For example, No Video can belong to (1) Power-on or (4) Display; but Flickering when powered should be listed in (4) Display. Or, in another example, a blue screen can be caused by a driver conflict in Performance (4), but it can also be caused by a defective hard drive under (6) Storage. Therefore, failures that share similar symptoms are noted.
Failure classification by hardware devices and mechanical Table 8-5 Failure classification by hardware devices and mechanical 4. Display 5. I/O devices 6. Storage 7. Mechanical 1. Display anomalies on page 115 1. Keyboard on page 121 1. 1. 2. Dead pixel on page 117 Keyboard point stick on page 122 Fan error message - 90B on page 133 2. Hard drive/solid-state drive not recognized on page 130 2. 2. No boot to operating system (no read/write error) on page 130 Noise (sound) on page 134 3.
3. Perform a visual inspection of hardware It is important to do a visual inspection of the hardware itself. Perform physical inspection of the computer: ● Look for abnormalities such as a cracked display, dented battery, broken latches for battery bay, keyboard key caps popped out, dust over connectors, liquid spill over keyboard, etc. ● Look for signs of drop, movement, or vibration that may cause internal and external loose connections. 4.
6. HP Hardware Diagnostics and Tools HP offers different diagnostics and tools to diagnose hardware failure. This section describes how to use some of these tools. Make sure to check for the latest versions before use. HP PC Hardware Diagnostics (UEFI) HP PC Hardware Diagnostics is a Unified Extensible Firmware Interface (UEFI) that allows you to run diagnostic tests to determine whether the computer hardware is functioning properly.
2. When the diagnostic tool opens, use the keyboard arrow keys to select the type of diagnostic test you want to run, and then follow the on-screen instructions. Screen shot appearance may vary. NOTE: Users should utilize this tool, especially when the computer cannot boot to Windows. NOTE: If a component fails a test, write down the information so it is available when contacting support. The information is also available in Test Logs on the Main Menu.
HP BIOS Configuration Utility (BCU) HP BCU is a free utility that captures the BIOS settings and their values. This tool provides a text file of the computer’s BIOS configuration. This can help identify any settings that may be contributing to an issue. In some cases, it may help to compare this BIOS text file to the default settings of the computer. For more information, see the http://ftp.hp.com/pub/caps-softpaq/cmit/whitepapers/ BIOS_Configuration_Utility_User_Guide.pdf.
7. Status lights, blinking light codes, troubleshooting lights, and POST error messages Carefully observe any behavior the computer may be exhibiting: status lights, blinking lights, and POST error messages during boot. It is important to understand what these indicators mean. Status lights See the chapter titled “External Component Identification” for light locations. The following table describes basic lights on the computer.
Blinking light codes During startup, the computer may not boot properly. If this occurs, blinking light codes that will help identify what is causing the issue. The computer uses the blinking lights below to identify a hardware component that reports an error during startup. For more information, see Blinking lights and boot error codes on page 138.
Table 8-8 System diagnostics failure codes and actions to address the failure (continued) Test description Failure description Error code BIOS Application BIOS Application Error 501 Suggested user actions 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. CMOS Recovery CMOS Recovery Occurred 502 This message indicates that CMOS recovery was completed successfully.
Before beginning, turn the computer over and look for a battery compartment door (service door). For 2015 platforms, the battery is considered removable but not accessible. See the battery section for how to remove/ unplug the battery. To perform a hard reset on a computer with a sealed or non removable battery, use the following steps: 1. Turn off the computer. 2. Remove the computer from any port replicator or docking station. 3.
Many problems are caused by improper connections or loose connections due to abnormal movement and vibration. See Cable management on page 149 and Connector types on page 150 for suggested cable management practices when removing and installing components. You can access and reseat connections for Customer Self-Repair (CSR) parts (see the “Removal and replacement procedures for Customer Self-Repair parts” chapter for details).
The essential hardware consists of the following: ● System board ● AC adapter (unplug nonremovable battery or remove battery) ● Processor (and heat sink/fan). (Processor may be integrated into the system board.) ● Memory (one verified working memory DIMM) ● Graphics card (if no VGA port is available on the system board). Platform may have both Intel integrated graphics and discrete graphics. Therefore, discrete graphics card may not be needed.
on page 92, and/or 10. Reseat cables and connections on page 92 can resolve many system board issues without requiring the effort of replacing unnecessary hardware. Review Table 8-2 Troubleshooting methodology and general troubleshooting steps on page 81 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.
At startup TIP: If you have installed an operating system other than the factory-installed operating system, go to http://www.hp.com/go/quickspecs and verify that it is supported on your system. 1. Be sure that the computer is plugged into a working AC outlet. 2. Be sure that power is connected to the docking station if a dock is used. 3. Be sure that the AC adapter light is on. 4. Be sure that the AC adapter is connected when you update BIOS to avoid BIOS corruption. 5.
10. Verify that the latest version of BIOS, drivers, and software are installed. A new release might support new features or fix the problem. 11. Press the caps lock and/or num lock key. If the caps lock and/or num lock light toggles on or off, the keyboard is likely operating correctly. 12. Press the touchpad On/Off button light. If the light toggles on or off, the touchpad is likely operating correctly.
Table 8-9 Issues, possible causes, and fixes (continued) Items Procedures Verify external power source (2. Examine the environment on page 84). Perform a hard reset (8. Hard reset on page 91). Verify AC adapter It is preferable to verify the battery before verifying the AC adapter. However, you can verify the AC adapter first, before opening the service door for a battery check. NOTE: Refer to battery replacement section for removing/replacing the battery ● Verify AC adapter is compatible with product.
Table 8-9 Issues, possible causes, and fixes (continued) Items Procedures Verify blinking lights (7. Status lights, blinking light codes, troubleshooting lights, and POST error messages on page 89) At this point, there should be sufficient power from the AC adapter to the system board. Expect to hear the fan spinning and see blinking lights or error messages (i.e., faulty memory, HDD, etc) Verify system board Tips and tricks 1. Test essential hardware configuration (11.
Table 8-10 Issues, possible causes, and fixes (continued) Items Procedures f. Remedy loose connections and reseat major components (processor, memory, GPU, hard drive/solid-state drive, etc). 2. Perform visual check for loose connections, bent pins, stray wires, dust, nearly faulty parts (bulging/leaking capacitor). 3. Test essential hardware configuration (11. Test with minimum configuration on page 93) a. If system boots, reinstall nonessential hardware one component at a time to isolate issue. b.
Table 8-11 Issues, possible causes, and fixes (continued) Solution the power button and front power lights will blink continuously and the computer will not turn on. Third-party AC adapters will not work on the computer. Use the AC adapter that came with the computer for better performance. Battery not recognized, not charging Table 8-12 Issues, possible causes, and fixes Items Procedures Symptoms Possible causes ● No battery status light Defective AC adapter and/or battery.
Table 8-12 Issues, possible causes, and fixes (continued) Items Tips and tricks Procedures 1. Verify that battery is recognized and charging. 2. Verify battery condition if battery cycle life is over specs (i.e., long life of 1000-cycle life and 3-year warranty). Battery may have premature capacity loss within its cycle life or warranty. 3. If issue remains, test with a verified working battery and verify battery status lights and battery conditions. 4. If issue remains, replace system board. 5.
Table 8-13 Issues, possible causes, and fixes (continued) Items Procedures 6. Tips and tricks Compare discharge time with a verified working battery (remove AC adapter) using Hardware Diagnostics (UEFI) > Hard Drive Tests > Extensive Test > Loop until error. To conserve battery power, turn off Wireless On-Off button and other peripherals/USB devices, applications, processes (in Task Manager) when not in use; also, reduce screen brightness.
Table 8-15 Issues, possible causes, and fixes (continued) Items ● Hard drive light blinking and hard drive noise Procedures NOTE: Assume the computer has not previously been set up for multiple displays. Troubleshooting steps Quick check 1. Verify that system light activity is OK. 2. Remove all external devices, including docking station. Recently added hardware and/or applications may cause graphics driver conflict and result in loss of video. 3. Perform hardware reset (8.
Blinking lights Table 8-16 Issues, possible causes, and fixes Items Procedures Symptoms Possible causes Lights blink on keyboard caps lock/num lock keys Blinking lights on startup usually indicate a problem with basic functionality of a critical component (processor, BIOS, graphics cards, memory, etc.) due to loose connection, defective parts, or recently added parts. Troubleshooting steps Note 1. Check for any blink patterns.
Table 8-17 Issues, possible causes, and fixes (continued) Items Procedures 5. Note Test suspected components using HP PC Hardware Diagnostics (UEFI) tool. An Error Message means the system has finished BIOS hardware validation and is ready to launch the Startup Menu. To access the Startup Menu for further options, press the Esc key while restarting the computer.
Intermittent shutdown Table 8-19 Issues, possible causes, and fixes Items Procedures Symptoms Possible causes ● Shutdown during startup ● Shutdown during operation It is often difficult to troubleshoot an intermittent issue. Possible causes include the following: Power-related issue: defective or insufficient power sources, poor connection. OS Custom Setting: Energy Saver (Power Management). Thermal-related issue: thermal sensors reach limits.
Table 8-19 Issues, possible causes, and fixes (continued) Items Tips and tricks Procedures 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 non essential component at a time to determine faulty hardware. b.
3. Reset BIOS to default (9. Soft reset (Default Settings) on page 92) to prevent booting to another device. 4. Run HP Hardware Diagnostics (6. HP Hardware Diagnostics and Tools on page 86) to isolate major faulty hardware issues. ● HP PC Hardware Diagnostics (UEFI) tool to test hard drive, memory and system. ● Thermal Monitor (available only to authorized service providers/technicians) tool to monitor temperature limits of processor and GPU. See “HP Thermal Monitor” in 6.
Windows Advanced Boot Option Windows 7: 1. Press F8 to open the Windows Advanced Boot Option screen. 2. Select Disable automatic restart on system failure to view error messages. Windows 8: 1. Press F11 (System Recovery) to open the Windows Advanced Boot Option screen. 2. Select Startup Settings to view error messages.
Table 8-21 Issues, possible causes, and fixes (continued) Items Procedures Troubleshooting steps Follow suggested steps below one at a time to verify normal boot process: Tips and tricks 1. Disconnect all external peripherals, and perform a hard reset (8. Hard reset on page 91). 2. Perform soft reset (9. Soft reset (Default Settings) on page 92). 3. Update BIOS and drivers (4. Update BIOS and drivers on page 85). a. Roll back to previous version may be necessary. b.
Table 8-22 Issues, possible causes, and fixes (continued) Items Procedures 4. Consult with support. No wake up Table 8-23 Issues, possible causes, and fixes Items Procedures Symptoms Possible causes When resuming from a power management state the computer may display: Power-saving mode; multiple-display setting. ● Blank screen ● Some light activity Troubleshooting steps 1. Verify that front power light (7.
Unresponsive Table 8-24 Issues, possible causes, and fixes Items Procedures Symptom Possible causes 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.
Table 8-26 Issues, possible causes, and fixes (continued) Items Procedures Warning message displayed in Window Less powerful AC adapter, BIOS out of date. Troubleshooting steps Note 1. Update BIOS that may contain a table that assigns an appropriate adapter for a certain configuration. 2. Update the latest HP Hotkey Support software from Drivers website. 3. Verify sufficient power source (where adapter is connected). 4.
Display Display anomalies The display panel is a field replaceable unit (FRU) and must be replaced by only authorized technicians. However, HP highly recommends that users and technicians observe specific symptom vs. generic symptoms and utilize the HP PC Hardware Diagnostics (UEFI) tool before any replacement.
Quick check ● Visually examine the display for cracked screen, liquid crystal leak, dirty spots on glass, etc. ● Reset and update BIOS and docking firmware. ● Update operating system (OS), graphics/video drivers (Intel/AMD/NVidia, etc). For custom images, HP highly recommends upgrading or installing Windows in UEFI mode (or Legacy disabled) to fully support hybrid graphics and avoid unexpected behaviors (i.e., blue screen error, graphics/video issues) in the BIOS Legacy setting.
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.
No video (external) Table 8-30 Issues, possible causes, and fixes Items Procedures Symptom Possible causes No image on external monitor External monitor, resolution, display configuration, drivers. Troubleshooting steps 1. Be sure external monitor is compatible with the computer. 2. Be sure that external monitor is turned on. 3. Press any key to get out power saving mode. 4. Adjust the brightness of the monitor. 5. Test with a verified working monitor. 6.
No or bad external video via docking Table 8-32 Issues, possible causes, and fixes Items Procedures Symptoms Possible causes No or bad image on external monitor via ports of docking station (VGA, DP, TB, display port, etc.) Rooted from system board, software/drivers, dock connectors, docking station hardware/ firmware, dock video ports (DP, VGA, etc). Troubleshooting steps 1. Be sure that external monitor is powered on. 2. Be sure that external monitor is compatible with the computer. 3.
Table 8-33 Issues, possible causes, and fixes (continued) Items Procedures If the external monitor also shows incorrect color, it is graphics card issue. Test with a verified working graphics card. Verify display cable and cable connection–Display disassembly is required. Be sure that external display cables are not pinched or damaged. Be sure that external display cables have good connection at both ends (system board and display panel). ● If moving cables affects the image, it is display cable.
I/O devices NOTE: ● Make sure external devices are supported and compliant (i.e., USB Type C, Thunderbolt 3, PCI Express, etc). ● If you have problems with external devices not provided by HP, contact device manufacturers for compatibility and latest drivers prior to troubleshooting (i.e., USB devices, Thunderbolt devices, PCI Express Card reader, VGA/Display/HDMI monitors, Speakers, etc).
Keyboard point stick Table 8-36 Issues, possible causes, and fixes Items Procedures Symptom Possible causes Point stick not working properly Dust trapped under point stick, loose point stick cap. Troubleshooting steps 1. Inspect any signs of dust, liquid spill that prevent point stick from working. 2. Check whether point stick cap is loose and reseat it if necessary. The sections below are intended for authorized service providers/technicians. 1.
Touchpad Table 8-38 Issues, possible causes, and fixes Items Procedures Symptoms Possible causes Not working properly On/Off enabled, driver, settings. (1) – Touchpad on/off button Troubleshooting steps (2) – Touchpad 1. Ensure touchpad On/Off light is not amber (disabled). Double touch to enable. 2. Verify if touchpad device is listed in Device Manager > Mice and other pointing devices. 3. Install the latest touchpad driver. 4. Adjust touchpad settings (Control Panel > Mouse). 5.
Table 8-40 Issues, possible causes, and fixes (continued) Items Procedures The sections below are intended for authorized service providers/technicians. 1. Verify that the wireless module and its antenna cables are fully inserted and in good condition (see WLAN module removal and replacement section). Reseat wireless module and antenna connection. 2. Verify module antenna cable connection are not loose. 3.
Table 8-42 Issues, possible causes, and fixes (continued) Items Procedures 2. Soft Reset (9. Soft reset (Default Settings) on page 92) and verify if USB device is recognized. 3. Verify if USB device is recognized in Device Manager > Universal Serial Bus Controller, or USB is recognized without Yellow bang. 4. Verify if the latest USB driver or/and USB chipset driver are installed. USB driver could be removed and reinstalled. 5. Make sure USB device is supported, for example, USB 3.
Smart card reader Table 8-43 Issues, possible causes, and fixes Items Procedures Symptoms Possible causes ● Not recognized Physical damage, incorrect insertion, dirt, driver, malfunctioning card reader. ● Unable to write NOTE: Some cards have a read/write security switch on the card. Make sure that switch is set to “write enabled” before attempting to write data to it. Card Reader Removal Policy Troubleshooting steps 1. Verify card reader removal policy. 2.
Speaker, headphone - audio issues Table 8-44 Issues, possible causes, and fixes Items Procedures Symptoms Possible causes ● No sound from external or internal speakers ● Distorted sound, too soft, too loud, intermittent Volume turned down, sound card not recognized, malfunctioning hardware, electronic interference. Troubleshooting steps 1. Remove any device connected to the Audio jack to enable the internal speaker. 2. Close all open programs. 3. Adjust volume by pressing Fn + F6/F7.
Thunderbolt (TB) Table 8-45 Issues, possible causes, and fixes Items Procedures Symptom Possible causes Thunderbolt device not working 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.
Storage NOTE: ● Back up all critical data prior to drive troubleshooting. ● Prior to contacting support, HP recommends that you run a drive (HDD, SSD, M.2 drive) test using the HP PC Hardware Diagnostics (UEFI) tool on the suspected failed drive. ● Diagnose the hard drive using BIOS, Diagnostics built in the shipping image, or an external USB (http://www8.hp.com/us/en/campaigns/hpsupportassistant/pc-diags.html? jumpid=va_r602_us/en/any/pps/pl_ot_ob_ds_pd/HP_PC_Hardware_Diagnostics_cc/dt).
Hard drive/solid-state drive not recognized Table 8-46 Issues, possible causes, and fixes Items Procedures Symptom Possible causes Hard drive is not recognized during POST Loose connection, faulty hard drive, faulty drive configuration/BIOS setting. Troubleshooting steps 1. Perform a hard reset (8. Hard reset on page 91). 2. Reset BIOS to default. 3. Verify hard drive connection and flex cable. Reseat hard drive and cable connection.
Read-write error Table 8-48 Issues, possible causes, and fixes Items Procedures Symptoms Possible causes ● Post error message (i.e., error code 301) ● Hang when working on data, files, documents Note Loose connection, faulty hardware. Troubleshooting steps 1. Perform a hard reset (8. Hard reset on page 91). 2. Reset BIOS to default (9. Soft reset (Default Settings) on page 92). 3. Verify drive connection and flex cable. Reseat connection (10. Reseat cables and connections on page 92). 4.
Noisy hard drive IMPORTANT: An SSD has no moving parts, so it does not make loud or clicking noise. Depending on type and rotational speed, some hard drives will make more noise then others. Not all noises are related to the fan or hard drive. Table 8-50 Issues, possible causes, and fixes Items Procedures Symptoms Possible causes ● Loud noise from hard drive BIOS, hard drive firmware, driver, faulty drive, power supply (AC adapter).
Mechanical Fan error message - 90B Table 8-51 Issues, possible causes, and fixes Items Procedures Symptoms Possible causes Fan error 90B at boot Defective fan; out-of-date BIOS. CAUTION: May lead to system shutdown, data loss or possible system damage. ● The system fan is not spinning or not spinning properly (loose connection, fan is stuck or defective). ● The temperature inside the case is too high, and the fan cannot spin fast enough to remove the heat due to an obstruction to air flow.
Table 8-51 Issues, possible causes, and fixes (continued) Items Procedures Fan often is part of thermal solution, including heat sink, fin/ muffler, and thermal grease. Fan replacement requires reboot and fan function verification using HP PC Hardware Diagnostics (UEFI) tool. See https://support.hp.com/us-en/document/c01657439.
Fan runs constantly Table 8-53 Issues, possible causes, and fixes Items Procedures Symptoms Possible causes ● Fan never stops running ● BIOS not up to date. ● Generates heat ● ● Decreased computer performance Thermal condition (fan, air flow)--fan may not be defective but must run constantly to remove excess heat generated by electrical components. ● Inappropriate configuration. Troubleshooting steps General actions 1. Verify whether BIOS is set to Fan Always on while on AC Power F10 Setup.
Thermal shutdown (hot) Table 8-54 Issues, possible causes, and fixes Items Procedures Symptoms Possible causes Similar to fan runs constantly issue (Fan runs constantly on page 135) BIOS not up to date, thermal condition (fan, air flow) ● System shutdown ● Abnormal heat ● ● Troubleshooting steps 1. Update BIOS and drivers (4. Update BIOS and drivers on page 85) and reset BIOS to default. BIOS may implement new fan characteristics and updates for other component. Continually running fan 2.
Table 8-55 Issues, possible causes, and fixes (continued) Items Procedures 2. Inspect power button on the top cover and on the system board to make sure these buttons moves freely. Additional information The following sections provide additional information that can be used during the troubleshooting process. Acronyms The following acronyms are used in this chapter. Blue screen (BSOD)—A Windows error screen that can occur if a problem causes your computer to shut down or restart unexpectedly.
Blinking lights and boot error codes The information below is from the white paper http://h10032.www1.hp.com/ctg/Manual/c04685655. In some cases, when the host processor is not executing code or does not have the necessary code to drive the display, light blink codes inform you of a problem.
NOTE: The computer will attempt to notify you of this problem through a series of blinking lights. When you attempt to turn on the computer from an “Off” or “Hibernated” state, lights associated with the caps lock and num lock keys will both blink three times followed by a pause, then continue in a repeating pattern. Graphics Controller Error (No Controller) This computer has experienced a graphics controller initialization problem resulting in a failed startup.
Sure Start has identified a problem (Manual Recovery Policy Set) This computer has experienced a problem in locating a valid BIOS image, resulting in a failed startup. HP Sure Start will normally repair this type of issue; however, on this computer HP Sure Start has been configured to operate in manual mode key sequence. To proceed with the repair, press and hold the following keys: ++.
Table 8-57 POST error messages and user actions to address the error (continued) Test description Failure descriptions Error code Possible user actions Hard Disk Test Hard Disk 2 Full 306 The hard drive may have failed. Contact support for assistance. Boot Device Manager Boot device not found 3F0 Indicates a potential problem with the hard drive. Please run the hard drive test. See https://support.hp.com/emea_africa-en/document/c01443371 for more information.
Routine maintenance for performance improvement The following table presents a summary of the suggested times for performing the routine maintenance tasks described in this document. Table 8-58 Routine maintenance tasks to improve performance Tasks Weekly Perform a system tune up. X Run Windows Update. X Scan for and remove viruses. X Scan for and remove spyware and adware. X Empty the Recycle Bin. X Delete temporary Internet files. X Monthly Back up user files. X Create a restore point.
Microsoft general troubleshooting of Windows bug check codes ● If you recently added hardware to the system, try removing or replacing it. Or check with the manufacturer to see if any patches are available. ● Try running HP PC Hardware Diagnostics (UEFI). ● Check with the manufacturer to see if an updated system BIOS or firmware is available. ● Be sure that any expansion board is properly seated and all cables are completely connected.
Windows Software Development Kit (SDK) 1. Download the SDK from the following link: https://dev.windows.com/en-US/downloads/windows-10-sdk 2. Set up the SDK in the configuration window (Windows 10 shown). 3. Select features to install.
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.
6. Open the crash dump file.
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 may have minor cosmetic manufacturing anomalies or irregularities such as bright or dark dots in the viewable area. These cosmetic imperfections are common to all display panel types and are not specific to any HP model or product line.
Cable management Proper routing of the internal cables is critical to the operation of the computer. Follow good cable management practices when removing and installing components. ● Handle cables with care to avoid damage. ● Apply only the tension required to seat or unseat cables during insertion or removal from the connector. ● When possible, handle cables by the connector or pull-strap. ● Route cables in such a way that they cannot be caught or snagged by parts being removed or replaced.
Connector types IMPORTANT: Connector pins and connector gold fingers should not be touched directly with bare hands. There are several different types of connectors on the system board with different requirements for cable removal or insertion. Flex cable When connecting flex cables to a ZIF connector, rotate the latch to 90 degrees, push the cable completely, evenly into the connector, and then close the latch.
Multi-pin horizontal insert connector (LVDS cable to display panel) Insert procedure: 1. Slide connector evenly into receptacle on same horizontal plane as PCB connector. 2. Pull lock bar to insert and push both side connector horizontally to firmly lock. 3. Tape down lock bar over the panel to hold in position. Reverse the procedure above to remove the connector: 1. Remove tape. 2. Pull up bar (pull tape) and release the lock with the PCB connector. 3.
For more information about cable management, see Cable management on page 149.
9 Computer Setup (BIOS), TPM, and HP Sure Start Using Computer Setup Computer Setup, or Basic Input/Output System (BIOS), controls communication between all the input and output devices on the system (such as disk drives, display, keyboard, mouse, and printer). Computer Setup includes settings for the types of devices installed, the startup sequence of the computer, and the amount of system and extended memory. NOTE: Use extreme care when making changes in Computer Setup.
NOTE: On select products, the selections may display Restore Defaults instead of Apply Factory Defaults and Exit. Your changes go into effect when the computer restarts. NOTE: Your password settings and security settings are not changed when you restore the factory settings. Updating the BIOS Updated versions of the BIOS may be available on the HP website. Most BIOS updates on the HP website are packaged in compressed files called SoftPaqs. Some download packages contain a file named Readme.
a. Identify the most recent BIOS update and compare it to the BIOS version currently installed on your computer. Make a note of the date, name, or other identifier. You may need this information to locate the update later, after it has been downloaded to your hard drive. b. Follow the on-screen instructions to download your selection to the hard drive. Make a note of the path to the location on your hard drive where the BIOS update is downloaded.
Using HP Sure Start (select products only) Select computer models are configured with HP Sure Start, a technology that monitors the computer's BIOS for attacks or corruption. If the BIOS becomes corrupted or is attacked, HP Sure Start automatically restores the BIOS to its previously safe state, without user intervention. HP Sure Start is configured and already enabled so that most users can use the HP Sure Start default configuration. The default configuration can be customized by advanced users.
10 Using HP PC Hardware Diagnostics Using HP PC Hardware Diagnostics Windows (select products only) HP PC Hardware Diagnostics Windows is a Windows-based utility that allows you to run diagnostic tests to determine whether the computer hardware is functioning properly. The tool runs within the Windows operating system in order to diagnose hardware failures. If HP PC Hardware Diagnostics Windows is not installed on your computer, first you must download and install it.
Downloading the latest HP PC Hardware Diagnostics Windows version To download HP PC Hardware Diagnostics Windows, follow these steps: 1. Go to http://www.hp.com/go/techcenter/pcdiags. The HP PC Diagnostics home page is displayed. 2. Select Download HP Diagnostics Windows, and then select a location on your computer or a USB flash drive. The tool is downloaded to the selected location.
NOTE: To start diagnostics on a convertible computer, your computer must be in notebook mode, and you must use the attached keyboard. NOTE: If you need to stop a diagnostic test, press esc. Starting HP PC Hardware Diagnostics UEFI To start HP PC Hardware Diagnostics UEFI, follow these steps: 1. Turn on or restart the computer, and quickly press esc. 2. Press f2. The BIOS searches three places for the diagnostic tools, in the following order: a.
1. Go to http://www.hp.com/support. 2. Enter the product name or number, select your computer, and then select your operating system. 3. In the Diagnostics section, follow the on-screen instructions to select and download the specific UEFI Diagnostics version for your computer. Using Remote HP PC Hardware Diagnostics UEFI settings (select products only) Remote HP PC Hardware Diagnostics UEFI is a firmware (BIOS) feature that downloads HP PC Hardware Diagnostics UEFI to your computer.
● Set a location for storing the test results. You can also set the user name and password settings used for uploads. ● Display status information about the diagnostics run previously. To customize Remote HP PC Hardware Diagnostics UEFI settings, follow these steps: 1. Turn on or restart the computer, and when the HP logo appears, press f10 to enter Computer Setup. 2. Select Advanced, and then select Settings. 3. Make your customization selections. 4.
11 Backing up, restoring, and recovering This chapter provides information about the following processes, which are standard procedure for most products: ● Backing up your personal information—You can use Windows tools to back up your personal information (see Using Windows tools on page 162). ● Creating a restore point—You can use Windows tools to create a restore point (see Using Windows tools on page 162).
NOTE: If you cannot create recovery media yourself, contact support to obtain recovery discs. Go to http://www.hp.com/support, select your country or region, and then follow the on-screen instructions. Restoring and recovery Restoring, resetting, and refreshing using Windows tools Windows offers several options for restoring, resetting, and refreshing the computer. For details, see Using Windows tools on page 162.
12 Specifications Computer specifications Table 12-1 Computer specifications Metric U.S. Length 234.0 mm 9.22 in. Width 326.0 mm 12.84 in. Height (non-touch) 17.9 mm 0.71 in. Height (touch) 18.1 mm 0.72 in. Models with UHD panel 1.48 kg 3.27 lbs Models with FHD panel 1.61 kg 3.56 lbs Dimensions Weight Input power Operating voltage 19.0 V dc @ 4.74 A – 90 W or 18.5 V dc @ 3.5 A - 65 W or 45 W Operating current 4.74 A or 3.
35.6 cm (14.0 in.) display specifications Table 12-2 Display specifications Metric U.S. Active diagonal size 35.6 cm 14.0 in. Resolution FHD: 1920 × 1080 UHD: 3840 × 2160 Surface treatment Anti-glare (except touch screen) Brightness FHD (45% CG): 250 nits FHD (72% CG): 400 nits or 950 nits UHD: 400 nits or 600 nits Viewing angle UWVA Backlight LED Aspect ratio 16:9 Display panel interface FHD (45% CG): eDP FHD (72% CG): eDP + PSR 35.6 cm (14.0 in.
M.2 PCIe solid-state drive specifications Table 12-3 M.2 PCIe solid-state drive specifications 256 GB* 512 GB* 1 TB* Height 1 mm 1 mm 1 mm Length 50.8 mm 50.8 mm 50.8 mm Width 28.9 mm 28.9 mm 28.
M.2 SATA solid-state drive specifications Table 12-4 M.2 SATA solid-state drive specifications 128 GB* 256 GB* 512 GB* Height 1.35 mm 1.35 mm 1.35 mm Weight < 10 g < 10 g < 10 g Form factor M.2 2280-D2-B-M M.2 2280-D2-B-M M.2 2280-D2-B-M Transfer rate up to 540 MB/sec up to 540 MB/sec up to 540 MB/sec Interface type SATA-3 SATA-3 SATA-3 Ready time, maximum (to not busy) 1.0 ms < 1.0 ms < 1.0 ms Access times, logical 0.1 ms 0.1 ms 0.
13 Power cord set requirements The wide-range input feature of the computer permits it to operate from any line voltage from 100 to 120 V ac, or from 220 to 240 V ac. The 3-conductor power cord set included with the computer meets the requirements for use in the country or region where the equipment is purchased. Power cord sets for use in other countries or regions must meet the requirements of the country and region where the computer is used.
Requirements for specific countries and regions Table 13-1 Power cord requirements for specific countries and regions Country/region Accredited agency Applicable note number Argentina IRAM 1 Australia SAA 1 Austria OVE 1 Belgium CEBEC 1 Brazil ABNT 1 Canada CSA 2 Chile IMQ 1 Denmark DEMKO 1 Finland FIMKO 1 France UTE 1 Germany VDE 1 India BIS 1 Israel SII 1 Italy IMQ 1 Japan JIS 3 The Netherlands KEMA 1 New Zealand SANZ 1 Norway NEMKO 1 The People's R
Table 13-1 Power cord requirements for specific countries and regions (continued) Country/region Accredited agency Applicable note number 2. The flexible cord must be Type SVT/SJT or equivalent, No. 18 AWG, 3-conductor. The wall plug must be a two-pole grounding type with a NEMA 5-15P (15 A, 125 V ac) or NEMA 6-15P (15 A, 250 V ac) configuration. CSA or C-UL mark. UL file number must be on each element. 3.
14 Statement of memory volatility The purpose of this chapter is to provide general information regarding nonvolatile memory in HP Business computers. This chapter also provides general instructions for restoring nonvolatile memory that can contain personal data after the system has been powered off and the hard drive has been removed. HP Business computer products that use Intel®-based or AMD®-based system boards contain volatile DDR memory.
g. If a DriveLock password is set, select the Security menu, and scroll down to Hard Drive Utilities under the Utilities menu. Select Hard Drive Utilities, select DriveLock, then uncheck the checkbox for DriveLock password on restart. Select OK to proceed. h. Select the Main menu, and then select Reset BIOS Security to factory default. Click Yes at the warning message. The computer will reboot. i.
c. Select Hard Drive Utilities. d. Under Utilities, select Disk Sanitizer, select the hard drive storing the data you want to clear, and then follow the on-screen instructions to continue.
Table 14-1 Troubleshooting steps for nonvolatile memory usage (continued) Nonvolatile memory type Amount (Size) Does this memory store customer data? System BIOS 9 MB Yes Does this memory retain data when power is removed? Yes What is the purpose of this memory? Stores system BIOS code and computer configuration data. How is data entered into this memory? How is this memory write-protected? System BIOS code is programmed at the factory. Code is updated when the system BIOS is updated.
Table 14-1 Troubleshooting steps for nonvolatile memory usage (continued) Nonvolatile memory type Amount (Size) Does this memory store customer data? Does this memory retain data when power is removed? What is the purpose of this memory? How is data entered into this memory? How is this memory write-protected? upgrade is necessary to address a unique issue. Fingerprint reader (select products only) 512 KB flash Yes Yes Stores fingerprint templates.
4. What kind of configuration data is stored on the DIMM Serial Presence Detect (SPD) memory module? How would this data be written? The DIMM SPD memory contains information about the memory module, such as size, serial number, data width, speed/timing, voltage, and thermal information. This information is written by the module manufacturer and stored on an EEPROM. This EEPROM cannot be written to when the memory module is installed in a computer.
15 Recycling When a non-rechargeable or rechargeable battery has reached the end of its useful life, do not dispose of the battery in general household waste. Follow the local laws and regulations in your area for battery disposal. HP encourages customers to recycle used electronic hardware, HP original print cartridges, and rechargeable batteries. For more information about recycling programs, see the HP Web site at http://www.hp.com/recycle.
Index Symbols/Numerics `product description RJ-45 (network) 3 A AC adapter, spare part numbers 27 ambient light sensor board spare part number 24 ambient light sensor, identifying 10 antennas disconnecting 38, 40 audible codes 78 audio, product description 3 audio-out (headphone)/audio-in (microphone) combo jack, identifying 7 B backup, creating 162 backups 162 battery removing 46 spare part number 46 spare part numbers 23 battery light 8 beep codes 78 bezel spare part number 23 BIOS determining version 154
H HDMI port, identifying 7 heat sink removal 48 spare part number 22 spare part numbers 48 hinge removal 72 hot keys break 16 insert 16 pause 16 programming query 16 scroll lock 16 using 16 HP PC Hardware Diagnostics UEFI downloading 159 starting 159 using 158 HP PC Hardware Diagnostics Windows downloading 157 installing 158 using 157 HP Recovery media recovery 163 HP Sure Start 176 I internal microphones, identifying 10, 17 J jacks audio-out (headphone)/audio-in (microphone) combo 7 network 7 RJ-45 (networ
display panel 1 graphics 1 keyboard 4 memory 2 microphone 3 operating system 5 pointing device 4 ports 4 power requirements 5 primary storage 2 processors 1 product name 1 security 5 sensors 4 serviceability 6 video 3 wireless networking 3 product name 1 product name and number, computer 18 R raw panel spare part number 24 recovery 162 discs 163 HP Recovery partition 163 media 163 USB flash drive 163 recovery media creating using HP Cloud Recovery Download Tool 162 creating using Windows tools 162 regulator
Windows application key, identifying 15 Windows key, identifying 15 Windows tools, using 162 wireless antennas disconnecting 38, 40 wireless antennas, identifying 10 wireless certification label 19 wireless light, identifying 12, 17 wireless networking product description 3 WLAN antenna spare part number 24 WLAN antennas, identifying 10 WLAN device 19 WLAN label 19 WLAN/Bluetooth combo card removal 38 spare part number 22, 38 workstation guidelines 30 WWAN antenna spare part number 24 WWAN antennas, identif
