HP ZBook 14u G5 Mobile Workstation Maintenance and Service Guide
© Copyright 2018 HP Development Company, L.P. AMD and AMD Radeon are trademarks of Advanced Micro Devices, Inc. Bluetooth is a trademark owned by its proprietor and used by HP Inc. under license. Intel and Core are trademarks of Intel Corporation in the U.S. and other countries. Microsoft and Windows are trademarks of the Microsoft group of companies. The information contained herein is subject to change without notice.
Important Notice about Customer Self-Repair Parts CAUTION: Your computer includes Customer Self-Repair parts and parts that should only be accessed by an authorized service provider. See Chapter 5, "Removal and replacement procedures for Customer Self-Repair 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 ......................................................................................................................................................................
5 Removal and replacement procedures for Customer Self-Repair parts ............................................................. 36 Component replacement procedures .................................................................................................................. 36 Bottom cover ..................................................................................................................................... 36 Solid-state drive (SSD) ......................................................
Manually updating BIOS and drivers ............................................................ 89 Remotely deploying BIOS and drivers .......................................................... 89 Analyze the issue ............................................................................................................................... 89 5. Remove or uninstall recently added hardware, software .......................................... 89 6. HP Hardware Diagnostics and Tools ..........................
Blinking lights ............................................................................................................... 111 Diagnostics error messages ......................................................................................... 112 BIOS password .............................................................................................................. 113 Performance (OS) .................................................................................................................
No boot to operating system (no read/write error) ..................................................... 138 Read-write error ........................................................................................................... 139 Slow performance ......................................................................................................... 139 Blue screen (BSOD) error .............................................................................................. 139 Noisy hard drive .......
Determining the BIOS version ...................................................................................... 163 Downloading a BIOS update ......................................................................................... 164 Changing the boot order using the f9 prompt ................................................................................ 165 TPM BIOS settings (select products only) ......................................................................................................
1 Product description Category Description Product Name HP ZBook 14u G5 Mobile Workstation Processors 8th-generation Intel® Core™ quad-core processors: Intel Core i7-8650U Intel Core i7-8550U Intel Core i5-8350U Intel Core i5-8250U 7th-generation Intel Core dual-core processors: Intel Core i5-7300U Intel Core i5-7200U Chipset Integrated with processor Graphics Internal graphics: Intel HD Graphics 620 External graphics: AMD Radeon Pro WX3100, 2 GB Both UMA and discrete configurations support three
Category Description Ultra high definition (UHD)/4K (3840x2160), anti glare (AG), 400 nits, 72% CG, eDP+PSR ,ultra slim, Ambient Light Sensor, with HD+IR camera, with WWAN 35.6-cm (14.
Category Description Supports WDR (Wide Dynamic Range) Support for models without camera Ethernet Intel Ethernet Connection I219-LM 10/100/1000 (vPro) Intel Ethernet Connection I219-V 10/100/1000 (non-vPro) S3/S4/S5 Wake-on-LAN *The following support S3/S4/S5 wake on LAN/HBMA (via out of band): embedded NIC, HP Elite USB-C Dock G3, HP USB-C Dock G4, HP USB-C Universal Dock, HP Thunderbolt Dock 120W/230W G2, and HP USB-C Mini Dock.
Category Description Support for models without WWAN Support for WWAN after market option (AMO) Ports USB Type-C (Thunderbolt) USB 3.1 Gen 1 port USB 3.1 Gen 1 charging port HDMI 1.
Category Description 45 W Straight USB Type C Power cord: 2 wire plug (C7), 1 m 3 wire plug (C5), 1 m Duckhead power cord (C5) 1.0 m Duckhead power cord (C5) Security Security lock Trusted Platform Module (TPM) 2.
Category Description AC adapter Solid-state drive Memory module WLAN module WWAN module Keyboard 6 Chapter 1 Product description
2 Components Your computer features top-rated components. This chapter provides details about your components, where they're located, and how they work. Right Component (1) Description SIM card slot or plug Supports a wireless subscriber identity module (SIM) card or plug.
Component Description component, or a high-speed High Definition Multimedia Interface (HDMI) device. (5) RJ-45 (network) jack/status lights Connects a network cable. ● Green (left): The network is connected. ● Amber (right): Activity is occurring on the network. (6) Docking connector Connects an optional docking device.
Left 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. It is normal for the internal fan to cycle on and off during routine operation. (3) USB 3.
Display NOTE: 10 Refer to the illustration that most closely matches your computer.
Component Description (1) WWAN antennas* (select products only) Send and receive wireless signals to communicate with wireless wide area networks (WWANs). (2) Camera light(s) (select products only) On: One or more cameras are in use. (3) Internal microphones Record sound. (4) Camera(s) (select products only) Allow(s) you to video chat, record video, and record still images. NOTE: Camera functions vary depending on the camera hardware and software installed on your product.
Keyboard area TouchPad 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 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. (3) Mute light ● On: Computer sound is off.
Component 14 Description (7) Sharing or presenting light On: Sharing is on. (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 18.
Buttons, speakers, and fingerprint reader Component (1) Description Power button ● 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. ● When the computer is in the Sleep state, press the button briefly to exit Sleep. ● When the computer is in Hibernation, press the button briefly to exit Hibernation. CAUTION: Pressing and holding down the power button results in the loss of unsaved information.
Special keys 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 18. (3) Windows key Opens the Start menu. NOTE: (4) Action keys Pressing the Windows key again will close the Start menu. Execute frequently used system functions. See Action keys on page 17.
Action keys An action key performs the function indicated by the icon on the key. To determine which keys are on your product, see Special keys on page 16. ▲ Icon To use an action key, press and hold the key. Description Switches the screen image among display devices connected to the system. For example, if a monitor is connected to the computer, repeatedly pressing the key alternates the screen image from computer display to monitor display to simultaneous display on both the computer and monitor.
Icon Description ● Answers a call. ● Starts a call during a 1-on-1 chat. ● Places a call on hold. NOTE: This feature requires Skype for Business or Lync 2013 running on Microsoft Exchange or Office 365 servers. ● Ends a call. ● Declines incoming calls. ● Ends screen sharing. NOTE: This feature requires Skype for Business or Lync 2013 running on Microsoft Exchange or Office 365 servers. NOTE: The action key feature is enabled at the factory.
Bottom Component Description Vent Enables airflow to cool internal components. NOTE: The computer fan starts up automatically to cool internal components and prevent overheating. It is normal for the internal fan to cycle on and off during routine operation.
Front Component (1) (2) Description Power light Wireless light ● On: The computer is on. ● Blinking: The computer is in the Sleep state, a powersaving 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. On: An integrated wireless device, such as a wireless local area network (WLAN) device and/or a Bluetooth® device, is on.
Cover Component Description Internal microphone(s) (1 or 2 depending on model) Record(s) sound.
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.
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 22 for details.
Item Component Spare part number (1) Display assemblies are spared at the subcomponent level only. For display assembly spare part information, see Display assembly subcomponents on page 28. not spared as whole hinge-up (2) Touch not spared as whole hinge-up (3) Keyboard (see Keyboard on page 45) For a list of keyboard country codes, see Keyboard on page 45.
Item (17) Component Spare part number Intel i5-8350U processor L15518-001 Intel i5-8250U processor L15516-001 Intel i5-7300U processor L15523-001 Intel i5-7200U processor L15514-001 Fan L22306-001 Heat sink (18) For use in models with discrete graphics memory L14373-001 (19) For use in models with UMA graphics memory L14372-001 (20) Memory module (DDR-2400) (21) (22) (23) 26 4-GB 820569-001 8-GB 820570-001 16-GB 820571-001 WLAN/Bluetooth combo card Realtek RTL8822BE 802.
Cable Kit Item Description Spare part number Cable Kit L14370-001 (1) Keyboard cable (2) USB board cable (3) Card reader cable (4) TouchPad cable (5) Fingerprint reader cable (6) NFC cable Cable Kit 27
Display assembly subcomponents Item Component (1) Bezel (2) 28 Spare part number For use in models with microphone modules L15505-001 For use in models with an HD camera (includes camera shutter) L15506-001 For use in models with an IR camera (includes camera shutter) L15507-001 For use in models with an IR camera and an ambient light sensor (includes camera shutter) L15508-001 Raw panel FHD, 220 nits, non-touch (includes cable) L17853-001 FHD, 400 nits, non-touch (includes cable) L17854-
Item (3) Component Spare part number UHD, 400 nits, non-touch (includes cable) L17855-001 FHD, touch, privacy screen L17856-001 FHD, touch L17857-001 Hinge cover For use in models with touch displays L15538-001 (Hinge Kit) For use in models with non-touch displays L15539-001 (Hinge Kit) (4) Ambient light sensor board (includes double-sided tape) L15511-001 (5) Camera module HD camera L15510-001 IR camera L15509-001 Microphone module (includes double-sided tape; not shown) L15512-001
Plastics Kit Item Component Spare part number Plastics kit L17827-001 (1) SIM card reader insert (2) Fingerprint reader insert (3) Smart card reader insert Miscellaneous parts Component Spare part number AC adapter _non-PFC, 4.
4 Removal and replacement procedures preliminary requirements Tools required You will need the following tools to complete the removal and replacement procedures: ● Phillips P0 screwdriver Service considerations The following sections include some of the considerations that you must keep in mind during disassembly and assembly procedures. NOTE: As you remove each subassembly from the computer, place the subassembly (and all accompanying screws) away from the work area to prevent damage.
Cables and connectors CAUTION: When servicing the computer, be sure that cables are placed in their proper locations during the reassembly process. Improper cable placement can damage the computer. Cables must be handled with extreme care to avoid damage. Apply only the tension required to unseat or seat the cables during removal and insertion. Handle cables by the connector whenever possible. In all cases, avoid bending, twisting, or tearing cables.
Grounding guidelines Electrostatic discharge damage Electronic components are sensitive to electrostatic discharge (ESD). Circuitry design and structure determine the degree of sensitivity. Networks built into many integrated circuits provide some protection, but in many cases, ESD contains enough power to alter device parameters or melt silicon junctions. A discharge of static electricity from a finger or other conductor can destroy static-sensitive devices or microcircuitry.
Packaging and transporting guidelines Follow these grounding guidelines when packaging and transporting equipment: ● To avoid hand contact, transport products in static-safe tubes, bags, or boxes. ● Protect ESD-sensitive parts and assemblies with conductive or approved containers or packaging. ● Keep ESD-sensitive parts in their containers until the parts arrive at static-free workstations. ● Place items on a grounded surface before removing items from their containers.
Equipment guidelines Grounding equipment must include either a wrist strap or a foot strap at a grounded workstation. ● When seated, wear a wrist strap connected to a grounded system. Wrist straps are flexible straps with a minimum of one megohm ±10% resistance in the ground cords. To provide proper ground, wear a strap snugly against the skin at all times. On grounded mats with banana-plug connectors, use alligator clips to connect a wrist strap.
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 two 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) Description Spare part number 1 TB, PCIe, Gen3×4, NVMe, TLC L17246-001 1 TB, PCIe, Gen3×4, NVMe, SS, MLC L17848-001 512 GB, PCIe, Gen3×4, SS, TLC L17852-001 512 GB, PCIe, Gen3×4, SS, MLC L17851-001 512 GB, PCIe, Gen3×4, Self-encrypting drive (SED), Opal 2, TLC L17250-001 512 GB, SATA-3, FIPS-140–2, TLC L17249-001 256 GB, PCIe, Gen3x4, SS, NVMe, TLC L17247-001 256 GB, PCIe, Gen3x4, TLC, Opal 2, Self-encrypting drive (SED) L17850-001 256 GB, PCIe, Gen3x4, SS, NVMe, ML
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’. Description Spare part number 4-GB (DDR-2400) 820569-001 8-GB (DDR-2400) 820570-001 16-GB (DDR-2400) 820571-001 Update BIOS before adding memory modules Before adding new memory, make sure you update the computer to the latest BIOS.
2. Remove the memory module (2) by pulling the module away from the slot at an angle. NOTE: Memory modules are designed with a notch to prevent incorrect insertion into the memory module slot. NOTE: The computer uses two memory sockets. The socket labeled ‘2’ houses the expansion memory module and the socket labeled ‘1’ houses the primary memory module. The removal procedure is the same for both memory sockets. Reverse this procedure to install a memory module.
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. Description Spare part number Realtek RTL8822BE 802.11ac 2x2 Wi-Fi + Bluetooth 4.2 Combo Adapter 915623-001 Intel Dual Band Wireless-AC 3165 802.11ac 1x1 WiFi + BT 4.0 combo adapter 851592-001 Intel Dual Band Wireless-AC 8260NGW 802.11a/g/g/n+ac 2x2 WiFi + BT 4.
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. Description Spare part number LTE CAT4: Huawei HP lt4132, LTE/HSPA+ w/GPS 845710-003 LTE CAT9: Fibocom Intel XMM 7360 LTE-Advanced 917823-001 Before removing the WWAN module, follow these steps: 1. 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. 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 disengages from the computer (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. 46 3. Position the computer upright with the front toward you, and then open the computer as far as possible. 4.
8. Remove the keyboard (5). Reverse this procedure to install the keyboard.
6 Removal and replacement procedures for Authorized Service Provider parts This chapter provides removal and replacement procedures for Authorized Service Provider only parts. CAUTION: Components described in this chapter should only be accessed by an authorized service provider. Accessing these parts can damage the computer or void the warranty. CAUTION: This computer does not have user-replaceable parts.
Battery Description Spare part number Battery, 3 cell, 50 WHr, 4.33 Ah 933321-855 Before removing the battery, follow these steps: 1. 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. 2. Disconnect all external devices connected to the computer. 3.
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. Description Spare part number Heat sink for use in models with discrete graphics memory L14373-001 Heat sink for use in models with UMA graphics memory L14372-001 Before removing the heat sink assembly, follow these steps: 1. Turn off the computer. If you are unsure whether the computer is off or in Hibernation, turn the computer on, and then shut it down through the operating system. 2.
2. Thoroughly clean the thermal material from the surfaces of the system board components (1)(3) and the heat sink (2)(4) 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). CAUTION: Take extreme care when removing the heat sink and fan assembly.
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. Replacement thermal material is included with the heat sink and system board spare part kits. Reverse this procedure to install the heat sink.
RTC battery Description Spare part number RTC battery L17255-001 Before removing the RTC battery, follow these steps: 1. 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. 2. Disconnect all external devices connected to the computer. 3. Disconnect the power from the computer by first unplugging the power cord from the AC outlet, and then unplugging the AC adapter from the computer. 4.
USB board Description Spare part number USB board (includes bracket) L14380-001 Before removing the USB board, follow these steps: 1. 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. 2. Disconnect all external devices connected to the computer. 3.
RJ-45 board with bracket Description Spare part number RJ-45 board with bracket L19422-001 Before removing the RJ-45 board and bracket, follow these steps: 1. 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. 2. Disconnect all external devices connected to the computer. 3.
Power button board Description Spare part number Power button board assembly L14374-001 Before removing the power button board, follow these steps: 1. 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. 2. Disconnect all external devices connected to the computer. 3.
Speaker assembly Description Spare part number Speaker assembly (includes cable) L13684-001 Before removing the speaker assembly, follow these steps: 1. Turn off the computer. If you are unsure whether the computer is off or in Hibernation, turn the computer on, and then shut it down through the operating system. 2. Disconnect the power from the computer by unplugging the power cord from the computer. 3. Disconnect all external devices from the computer. 4.
Fingerprint reader assembly Description Spare part number Fingerprint reader assembly (includes cable) L15537-001 Before removing the fingerprint reader assembly, follow these steps: 1. 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. 2. Disconnect all external devices connected to the computer. 3.
TouchPad Description Spare part number TouchPad for use in models without an NFC module L15544-001 TouchPad for use in models with an NFC module L19419-001 Before removing the TouchPad, follow these steps: 1. 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. 2. Disconnect all external devices connected to the computer. 3.
5. Remove the TouchPad from the computer (2). Reverse this procedure to install the TouchPad.
TouchPad button board Description Spare part number TouchPad button board L17826-001 Before removing the TouchPad button board, follow these steps: 1. 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. 2. Disconnect all external devices connected to the computer. 3.
NFC module Description Spare part number NFC module (includes antenna and TouchPad foam) L14385-001 Before removing the NFC module, follow these steps: 1. Turn off the computer. If you are unsure whether the computer is off or in Hibernation, turn the computer on, and then shut it down through the operating system. 2. Disconnect the power from the computer by unplugging the power cord from the computer. 3. Disconnect all external devices from the computer. 4.
Smart card reader Description Spare part number Smart card reader L18312-001 Smart card reader cable (available in Cable Kit) L14370-001 (Cable Kit) Before removing the card reader, follow these steps: 1. 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. 2. Disconnect all external devices connected to the computer. 3.
Fan Description Spare part number Fan L22306-001 Before removing the fan, follow these steps: 1. 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. 2. Disconnect all external devices connected to the computer. 3. Disconnect the power from the computer by first unplugging the power cord from the AC outlet, and then unplugging the AC adapter from the computer. 4.
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.
● WLAN/Bluetooth module (see WLAN/Bluetooth combo card on page 41) ● WWAN module (see WWAN module on page 43) ● Heat sink (see Heat sink assembly on page 51) Remove the system board: 68 1. Position the computer upright and open as far as possible. 2. Remove the three Phillips M2.5×3.0 screws that secure the system board to the computer. 3. Close the computer and position it upside down.
4. Disconnect the following cables from the system board: (1) RTC battery cable (2) Fingerprint reader cable (3) NFC module cable (4) Speaker cable (5) Display cable (6) Camera cable (7) Power button board cable (8) USB cable (9) Smart card reader cable 5. Remove the four Phillips M2.5×3.0 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 disengage the connectors from the left side of the computer, and then remove the system board (2). Reverse this procedure to install the system board.
Display assembly NOTE: Display assemblies are spared at the subcomponent level only. Additional display assembly spare part information is available at Display assembly subcomponents on page 28. Before removing the display assembly, follow these steps: 1. 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. 2. Disconnect all external devices connected to the computer. 3.
7. Lift the display assembly straight up and remove it (2). CAUTION: When installing the display assembly, be sure that the wireless antenna cables are routed and arranged properly. Failure to properly route the antennas can result in degradation of the computer's wireless performance.
8. To replace the display hinge cover, rotate top of hinge cover away from display enclosure to disengage the tabs (1), and then pull the cover off the enclosure (2). The display hinge cover (for non-privacy displays) is available in the Hinge Kit (for touch displays) using spare part number L15538-001. The display hinge cover (for non-touch displays) is available using 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: L15505-001 Models with an HD camera: L15506-001 Models with an IR camera: L15507-001 Models with an IR camera and an ambient light sensor: L15508-001 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 using spare part number L15510-001. The microphone module is available using spare part number L15512-001. b. IR camera Remove the tape from atop the module (1), lift upward to disengage 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 using spare part number L15509-001.
12. If it is necessary to remove the ambient light sensor board, disconnect the cable from the board (1), lift upward to disengage 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 using spare part number L15511-001. 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 atop 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 M2.5x11.0 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 using spare part number L15538-001. Display hinges (for non-touch displays) are available using 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 using spare part number L14370-001.
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 spared with the display enclosure. 20.
Top cover Description Spare part number Top cover L17825-001 The top cover remains after removing all other spared 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. 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 and HP Notebooks. The information is provided so that you can solve problems yourself or at least narrow down what may be causing the problem. Based on some of the most common symptoms, this chapter helps to identify logical steps and available resources or tools for resolving an issue. HP recommends that you follow the instructions carefully, observe safety precautions, and note any observations or results.
Resources 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.com/portal/site/ hpsc HP Troubleshooting Support page Provides troubleshooting information for your specific HP computer.
Table 8-1 Troubleshooting methodology and general troubleshooting steps Identify issue Analyze issue Resolve issue Verify solution 13. Replace the system board on page 100 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.
Table 4 categorizes failures by hardware. 4. Display 5. I/O devices (Input/Output) 6. Storage 7. Mechanical A single symptom can be listed under different groups. For example, No Video can belong to (1) Power-on or (4) Display; but Flickering when powered should be listed in (4) Display. Or, in another example, a blue screen can be caused by a driver conflict in Performance (4), but it can also be caused by a defective hard drive under (6) Storage.
Failure classification by hardware devices and mechanical Table 8-4 Failure classification by hardware devices and mechanical 4. Display 5. I/O devices 6. Storage 7. Mechanical 1. Display anomalies on page 122 1. Keyboard on page 128 1. 1. 2. Dead pixel on page 124 Keyboard point stick on page 129 Fan error message - 90B on page 141 2. Hard drive/solid-state drive not recognized on page 138 2. 2. No boot to operating system (no read/write error) on page 138 Noise (sound) on page 142 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 Support Assistant (HPSA) HP Support Assistant (HPSA) helps you maintain peak performance and resolve problems through automatic updates, built-in diagnostics, and a variety of assistance options. HPSA is preinstalled on every new HP PC with Windows 7, Windows 8, or Windows 10. HP is continually improving this tool. Please verify the latest version is installed to receive the most benefit. For more information, see http://www.hp.com/go/ hpsupportassistant.
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 147.
Table 8-6 System diagnostics failure codes and user actions (continued) Test description Failure description Error code Suggested user actions Boot Device Manager Boot device not found 3F0 Reset BIOS. Then reseat the hard drive and repeat the test. BIOS Recovery BIOS Recovery Occurred 500 This message indicates that BIOS recovery was completed successfully. No further action is required. BIOS Application BIOS Application Error 501 The BIOS installation may have become corrupted.
● ● Example: System board is good. Lights that turn on briefly (< 1 second) and immediately turn off indicate normal function. In this case, system (3.3V), power good (3.3V), and system reset (3.3V) are all good and troubleshooting lights should not be lit. However, other external lights should be lit as normal afterward.
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 159 and Connector types on page 160 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 98, and/or 10. Reseat cables and connections on page 98 can resolve many system board issues without requiring the effort of replacing unnecessary hardware. Review Table 8-1 Troubleshooting methodology and general troubleshooting steps on page 85 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://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.
Items Procedures Perform a hard reset (8. Hard reset on page 97). 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. Verify that the part number is for this computer if possible.
Items Procedures At this point, there should be sufficient power from the AC adapter to the system board. Expect to hear the fan spinning and see blinking lights or error messages (i.e., faulty memory, HDD, etc) Verify Power Good (Troubleshooting) lights 1. Verify if the system board has power-on issue related. If there is no power-on issue, move to next steps. For more information, see Power Good (Troubleshooting) lights on page 96. 2. Verify all connections and reseat parts (10.
Items 106 Chapter 8 Troubleshooting guide Procedures a. Be sure that AC adapter has correct DC voltage. b. Verify battery - test with a confirmed working battery. 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, etc). 2.
AC adapter issue Solution Symptoms Possible causes ● No sign of power AC adapter and others (i.e., external power source) ● No boot Troubleshooting steps ● No rear power light Quick check ● No front power light 1. Verify external power source (2. Examine the environment on page 88). ● Battery does not charge when AC adapter is connected 2. Remove all external devices, including docking station. 3. Perform a hard reset for the computer (8. Hard reset on page 97). 4.
Items Procedures 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.
Battery discharges too fast Items Procedures Symptoms Possible causes Battery has good status light but discharges too fast AC adapter and/or battery. Troubleshooting steps Verify AC adapter Determine whether the computer needs the AC adapter to boot and operate. Sometimes, intermittently bad AC adapter and loose connection between adapter and computer results in inability to charge battery and causes short run time. 1. Inspect AC adapter to verify that it is working. 2.
Burnt smell Items Procedures Symptoms Possible causes Emits smoke, burnt smell 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).
Items Procedures 5. If external video is OK, update BIOS, software, and drivers (4. Update BIOS and drivers on page 89) and perform soft reset (9. Soft reset (Default Settings) on page 98) if needed. Go to next step to verify display. Verify display ● When booting to Windows, determine whether image appears on display screen (via Windows Screen Solutions or Windows logo ● + P for display switcher). If there is video on display, disconnect external display device, open the computer lid and restart.
Diagnostics error messages Items Procedures Symptoms Possible causes ● Computer has power ● POST error message displays (Windows logo has not yet appeared) Diagnostic error messages indicate a problem. There may be a problem with the instruction being sent from the BIOS to a hardware component (e.g., keyboard failures), or incompatible hardware. Can usually be resolved by installing updated firmware for the component. Troubleshooting steps Note 112 Chapter 8 Troubleshooting guide 1. See 7.
BIOS password Items Procedures Symptoms Possible causes Some sections are unavailable (grayed out) BIOS administration password is required. Troubleshooting steps Reference 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 user password, contact your IT personnel. 4. If you lost or forgot administrator password, contact HP service to reset the password.
Intermittent shutdown 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. Hardware related issue: voltage, out-of-range current; electrical short. Troubleshooting steps 1.
Items Tips and tricks Procedures 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. If issue persists, replace essential hardware with a confirmed working part, one at a time. If no boot, replace system board. Intermittent issue is difficult to reproduce and troubleshoot.
● HP PC Hardware Diagnostics (UEFI) tool to test hard drive, memory and system. ● Thermal Monitor (available only to authorized service providers/technicians) tool to monitor temperature limits of processor and GPU. See “HP Thermal Monitor” in 6. HP Hardware Diagnostics and Tools on page 90. 5. Remove or undo recently added hardware (5. Remove or uninstall recently added hardware, software on page 89). For example, incompatible memory or new solid-state drive storage. 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.
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 97). 2. Perform soft reset (9. Soft reset (Default Settings) on page 98). 3. Update BIOS and drivers (4. Update BIOS and drivers on page 89). a. Roll back to previous version may be necessary. b. Go to safe mode to install drivers. 4. Run Hardware Diagnostics (6.
No wake up 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. Status lights, blinking light codes, troubleshooting lights, and POST error messages on page 94) is blinking (indicating Sleep state). Press power button to exit Sleep. 2.
Unresponsive 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. Slow performance Items Procedures Symptom Possible causes Slow performance when performing small tasks, or even in idle mode Processor is hot or hard drive is full.
HP Smart Adapter warning message Items Procedures Symptom Possible causes 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.
Item Procedure 3. Verify that date and time are correct. 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.
Display anomalies Dead pixel Vertical lines Horizontal lines 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.
Display assembly diagram The display assembly diagram shows basic video components: system board, graphics cards, display cables, display connectors, operating system (OS), graphics driver, and LCD display panel. Any component or a combination of these components can contribute to a video issue. NOTE: The lid close switch is a Hall-effect sensor located in the top cover. When the display is closed, the sensor acts like a switch is closed.
No video (external) 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. Test the monitor via internal ports (VGA, DP ports). 7.
No or bad external video via docking Items Procedures Symptoms Possible causes No or bad image on external monitor via ports of docking station (VGA, DP, TB, display port, etc.) Rooted from system board, software/drivers, dock connectors, docking station hardware/ firmware, dock video ports (DP, VGA, etc). Troubleshooting steps 1. Be sure that external monitor is powered on. 2. Be sure that external monitor is compatible with the computer. 3. If applicable, plug the dock in different Type-C ports.
Items Procedures Be sure that external display cables have good connection at both ends (system board and display panel). ● If moving cables affects the image, it is display cable. Test with a confirmed working cable. ● If moving cables does not affect the image, is display issue. Test with a confirmed working display Touch screen Items Procedures Symptoms Possible causes Unresponsive Dirt and smudge, driver, touch display configuration, power management.
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 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 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.
Items Procedures 7. Test with HP Support Assistant in Windows. 8. Diagnose with HP PC Hardware Diagnostics (UEFI) to isolate a hardware issue from a software issue. 9. Examine Ethernet ports on the computer, docking station, and wall for damage, dust, obstructions. 10. Update drivers: Verify that Ethernet module is displayed in Device Manager and be sure that device driver is up to date. If updating drivers does not help, try rolling back to previous drivers. 11.
Items Procedures In the example to the left, U-APSD support (Unscheduled Automatic Power Save Delivery) is changed to Disabled to resolve an incompatible access point. If disabling U-APSD improves the throughput issue, check with the access point provider for updated firmware that resolves the issue. 11. Test with verified working operating system or perform operating system recovery to verify that the issue is not caused by customized settings. 12. Test with a verified working wireless module.
USB Items Procedures Symptoms Possible causes ● USB devices are not recognized ● USB devices are not charging USB devices do not have the latest software drivers, port insufficient power, or not compliant. NOTE: Examples of USB device Not Recognized USB Type-C uses a different connector entirely Troubleshooting steps 1. Unplug USB device and/or restart the computer (wait for 2-5 minutes) to reset USB port/hub in case of power surge. 2. Soft Reset (9.
Smart card reader 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. Make sure there is no physical damage to the card. 3.
Speaker, headphone - audio issues Items Procedures Symptoms Possible causes ● No sound from external or internal speakers ● Distorted sound, too soft, too loud, intermittent Volume turned down, sound card not recognized, malfunctioning hardware, electronic interference. Troubleshooting steps 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. Be sure that volume button light is not amber (mute).
Thunderbolt (TB) 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. Verify that TB device is detected in Windows Device Manager. 5.
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 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 97). 2. Reset BIOS to default. 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.
Read-write error 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 97). 2. Reset BIOS to default (9. Soft reset (Default Settings) on page 98). 3. Verify drive connection and flex cable. Reseat connection (10. Reseat cables and connections on page 98). 4. Use the HP Hardware Diagnostics tool to test.
Noisy hard drive IMPORTANT: An SSD has no moving parts, so it does not make loud or clicking noise. Depending on type and rotational speed, some hard drives will make more noise then others. Not all noises are related to the fan or hard drive. Items 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 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. Troubleshooting steps General actions 1.
Items Procedures See http://h20564.www2.hp.com/hpsc/doc/public/display? docLocale=en_US&docId=emr_na-c01657439. Noise (sound) Items Procedures Symptoms Possible causes Computer emits abnormal noise 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.
Fan runs constantly 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.
Items Procedures ● http://h20564.www2.hp.com/hpsc/doc/public/display? docLocale=en_US&docId=emr_na-c00816938. Thermal shutdown (hot) Items Procedures Symptoms Possible causes Similar to fan runs constantly issue (Fan runs constantly on page 143) 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 89) and reset BIOS to default.
Items Procedures 2. Perform a soft reset if system can turn on. The sections below are intended for authorized service providers/technicians. 1. Disassemble the unit. 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. When you experience this type of error, you will not be able to see items such as the Start menu or the taskbar when your computer is turned on.
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: ++.
Test description Failure descriptions Error code Possible user actions Hard Disk Test Hard Disk 1 SMART 301 Attempt to reseat the hard drive and repeat the test. The hard drive may have failed. Contact support for assistance. Hard Disk Test Hard Disk 2 SMART 302 The hard drive may have failed. Contact support for assistance. Hard Disk Test Hard Disk 1 Quick 303 The hard drive may have failed. Contact support for assistance.
Test description Failure descriptions Error code Possible user actions %253Den_US%257CcalledBy %253D&javax.portlet.endCacheTok=com.vignette.cachetoken for more information. BIOS Recovery BIOS Recovery Occurred 500 This message indicates that BIOS recovery was completed successfully. No further action is required. BIOS Application BIOS Application Error 501 The BIOS installation may have become corrupted. Download the latest version of the BIOS and install it. See 4.
Routine Maintenance for Performance Improvement See http://h20564.www2.hp.com/hpsc/doc/public/display?docLocale=en_US&docId=emr_na-c00816938. The following table presents a summary of the suggested times for performing the routine maintenance tasks described in this document. 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.
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, push the cable completely, evenly into the connector. When removing flex cables from a ZIF connector on the system board, always follow these steps: 1.
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.
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.
To exit Computer Setup menus, choose one of the following methods: ● To exit Computer Setup menus without saving your changes: Select the Exit icon in the lower-right corner of the screen, and then follow the on-screen instructions. – or – Select Main, select Ignore Changes and Exit, and then press enter. ● To save your changes and exit Computer Setup menus: Select the Save icon in the lower-right corner of the screen, and then follow the on-screen instructions.
1. Start Computer Setup. See Starting Computer Setup on page 162. 2. Select Main, and then select System Information. 3. To exit Computer Setup without saving your changes, select the Exit icon in the lower-right corner of the screen, and then follow the on-screen instructions. – or – Select Main, select Ignore Changes and Exit, and then press enter. To check for later BIOS versions, see Downloading a BIOS update on page 164.
NOTE: After a message on the screen reports a successful installation, you can delete the downloaded file from your hard drive. Changing the boot order using the f9 prompt To dynamically choose a boot device for the current startup sequence, follow these steps: 1. Access the Boot Device Options menu: ● 2. Turn on or restart the computer, and when the HP logo appears, press f9 to enter the Boot Device Options menu. Select a boot device, press enter, and then follow the on-screen instructions.
10 Using 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 tool runs outside the operating system so that it can isolate hardware failures from issues that are caused by the operating system or other software components.
3. Enter the product name or number. – or – Select Identify now to let HP automatically detect your product. 4. Select your computer, and then select your operating system. 5. In the Diagnostic section, follow the on-screen instructions to select and download the UEFI version you want. Additional BIOS crisis recovery tool HP provides a BIOS crisis recovery tool through the HP PC Hardware Diagnostics 3-in-1 USB key.
11 Backing up, restoring, and recovering This chapter provides information about the following processes. The information in the chapter is standard procedure for most products. ● Creating recovery media and backups ● Restoring and recovering your system For additional information, refer to the HP Support Assistant app. ▲ Type support in the taskbar search box, and then select the HP Support Assistant app. ‒ or – Select the question mark icon in the taskbar.
used to perform system recovery if the hard drive becomes corrupted. System recovery reinstalls the original operating system and software programs that were installed at the factory and then configures the settings for the programs. HP Recovery media can also be used to customize the system or restore the factory image if you replace the hard drive. – Only one set of recovery media can be created. Handle these recovery tools carefully, and keep them in a safe place.
Using the HP Cloud Recovery Download Tool (select products only) To create HP Recovery media using the HP Cloud Recovery Download Tool: 1. Go to http://www.hp.com/support. 2. Select Software and Drivers, and then follow the on-screen instructions. Restore and recovery There are several options for recovering your system. Choose the method that best matches your situation and level of expertise: IMPORTANT: ● Not all methods are available on all products.
IMPORTANT: Recovery through HP Recovery Manager should be used as a final attempt to correct computer issues. ● HP Recovery media must be used if the computer hard drive fails. If you have not already created recovery media, see Using HP Recovery media (select products only) on page 168. ● To use the Factory Reset option (select products only), you must use HP Recovery media. If you have not already created recovery media, see Using HP Recovery media (select products only) on page 168.
Using HP Recovery media to recover You can use HP Recovery media to recover the original system. This method can be used if your system does not have an HP Recovery partition or if the hard drive is not working properly. 1. If possible, back up all personal files. 2. Insert the HP Recovery media, and then restart the computer. NOTE: If the computer does not automatically restart in HP Recovery Manager, change the computer boot order. See Changing the computer boot order on page 172. 3.
12 Specifications 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) 18.05 mm 0.72 in Weight 1.48 kg 3.27 lbs Dimensions 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 Metric U.S. Active diagonal size 35.6-cm 14.
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 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 volts AC, or from 220 to 240 volts 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 and regions must meet the requirements of the country or region where the computer is used.
Country/region Accredited agency Applicable note number Sweden SEMKO 1 Switzerland SEV 1 Taiwan BSMI 4 The United Kingdom BSI 1 The United States UL 2 1. The flexible cord must be Type HO5VV-F, 3-conductor, 1.0-mm² conductor size. Power cord set fittings (appliance coupler and wall plug) must bear the certification mark of the agency responsible for evaluation in the country or region where it will be used. 2. The flexible cord must be Type SPT-3 or equivalent, No. 18 AWG, 3-conductor.
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.
Nonvolatile memory usage Nonvolatile Memory Type HP Sure Start flash (select models only) Amount (Size) Does this memory store customer data? Does this memory retain data when power is removed? 8 MBytes No Yes What is the purpose of this memory? Provides protected backup of critical System BIOS code, EC firmware, and critical computer configuration data for select platforms that support HP Sure Start.
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 input into this memory? How is this memory write-protected? product, and then follow the on-screen instructions. Intel Management 1.5 MBytes or 7 Engine Firmware MBytes (present only in select Elite or Z models. For more information, go to http://www.hp.com/ support.
Questions and answers 1. How can the BIOS settings be restored (returned to factory settings)? IMPORTANT: Restore defaults does not securely erase any data on your hard drive. See question and answer 6 for steps to securely erase data. Restore defaults does not reset the Custom Secure Boot keys. See question and answer 7 for information about resetting the keys. 2. a.
IMPORTANT: Resetting will result in the loss of information. These steps will not reset Custom Secure Boot Keys. See question and answer 7 for information about resetting the keys. 7. a. Turn on or restart the computer, and then press esc while the “Press the ESC key for Startup Menu” message is displayed at the bottom of the screen. b. Select Main, and then select Reset Security to Factory Defaults. c. Follow the on-screen instructions. d.
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 ethernet 3 A AC adapter, spare part numbers 30 action keys 17 identifying 17 keyboard backlight 17 mute 17 privacy screen 17 screen brightness 17 speaker volume 17 switch screen image 17 using 17 wireless 17 ambient light sensor board spare part number 29 antennas disconnecting 41, 43 audible codes 82 audio adjusting volume 17 audio, product description 2 audio-out (headphone)/audio-in (microphone) combo jack, identifying 7 B backups 168 battery removing 49 spare
G graphics, product description 1 H HDMI port, identifying 7 heat sink removal 51 spare part number 26 spare part numbers 51 hinge removal 76 hot keys microphone mute 17 hotkeys, using 18 HP PC Hardware Diagnostics (UEFI) using 166 HP Recovery Manager correcting boot problems 172 starting 171 HP Recovery media recovery 172 using 168 HP Recovery partition recovery 171 removing 172 HP Sure Start 184 I integrated numeric keypad, identifying 16 internal microphones, identifying 11, 21 J jacks audio-out (headpho
privacy screen action key, identifying 17 processors, product description 1 product description audio 2 chipset 1 display panel 1 docking 4 graphics 1 keyboard 4 memory 2 microphone 2 operating system 5 pointing device 4 ports 4 power requirements 4 primary storage 2 processors 1 product name 1 security 5 serviceability 5 video 2 wireless networking 3 product name 1 product name and number, computer 22 R raw panel spare part number 28 recover options 170 recovery discs 169, 172 HP Recovery Manager 170 media
video, product description 2 volume adjusting 17 mute 17 W Windows system restore point 168, 169 Windows application key, identifying 16 Windows key, identifying 16 Windows tools using 169 wireless action key 17 wireless antennas disconnecting 41, 43 wireless antennas, identifying 11 wireless certification label 23 wireless light, identifying 13, 20 wireless networking product description 3 WLAN antenna spare part number 29 WLAN antennas, identifying 11 WLAN device 23 WLAN label 23 WLAN/Bluetooth combo card
