HP ZBook Studio x360 G5 Mobile Workstation Maintenance and Service Guide IMPORTANT! This document is intended for HP authorized service providers only.
© Copyright 2018 HP Development Company, L.P. AMD is a trademark of Advanced Micro Devices, Inc. Bluetooth is a trademark owned by its proprietor and used by HP Inc. under license. Intel and Xeon are trademarks of Intel Corporation in the U.S. and other countries. Windows is either a registered trademark or trademark of Microsoft Corporation in the United States and/or other countries. NVIDIA and Quadro are trademarks and/or registered trademarks of NVIDIA Corporation in the U.S. and other countries.
Safety warning notice WARNING! To reduce the possibility of heat-related injuries or of overheating the computer, do not place the computer directly on your lap or obstruct the computer air vents. Use the computer only on a hard, flat surface. Do not allow another hard surface, such as an adjoining optional printer, or a soft surface, such as pillows or rugs or clothing, to block airflow.
iv Safety warning notice
Table of contents 1 Product description ....................................................................................................................................... 1 2 Components .................................................................................................................................................. 6 Right ......................................................................................................................................................................
Bottom cover ..................................................................................................................................... 31 Battery ............................................................................................................................................... 33 Solid-state drive (M.2) ....................................................................................................................... 35 Optane memory module .......................................
HP Thermal Monitor ..................................................................................... 83 Non HP diagnostics tools ............................................................................. 83 7. Status lights, blinking light codes, troubleshooting lights, and POST error messages ........................................................................................................................ 84 Status lights ........................................................................
Slow performance ......................................................................................................... 108 HP Smart Adapter warning message ........................................................................... 109 Display ............................................................................................................................................. 109 Display anomalies ....................................................................................................
Acronyms ......................................................................................................................................... 132 Blinking lights and boot error codes ............................................................................................... 133 Processor not executing code ...................................................................................... 133 BIOS recovery code unable to find valid BIOS recovery image .....................................
Installing HP PC Hardware Diagnostics Windows ........................................................................... 152 Using HP PC Hardware Diagnostics UEFI ........................................................................................................... 152 Starting HP PC Hardware Diagnostics UEFI .................................................................................... 153 Downloading HP PC Hardware Diagnostics UEFI to a USB flash drive .........................................
12 Power cord set requirements .................................................................................................................... 170 Requirements for all countries .......................................................................................................................... 170 Requirements for specific countries and regions ............................................................................................. 171 13 Recycling ...........................................
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1 Product description Category Description Product name HP ZBook Studio x360 G5 Mobile Workstation Processor 8th generation Intel® Core™ processors i7-8850H (2.6-GHz, turbo up to 4.3 GHz, 2400-MHz/9-MB L3 cache, six core, 45 W, Intel UHD Graphics 630 GPU) i7-8750H (2.2-GHz, turbo up to 4.1 GHz, 2400-MHz/9-MB L3 cache, six core, 45 W, Intel UHD Graphics 630 GPU) i5-8400H (2.5-GHz, turbo up to 4.2 GHz, 2400-MHz/8-MB L3 cache, quad core, 45 W, Intel UHD Graphics 630 GPU) i5-8300H (2.3-GHz, turbo up to 4.
Category Description Full high-definition (FHD)(1920×1080), UWVA, 650 nits, 72% CG, uslim, privacy, with HD+IR camera Chemically-strengthened Gorilla glass top cover.
Category Description PCIe (NVMe) 2 TB, TLC 1 TB, TLC 1 TB, MLC (Z Turbo Drive) 512 GB, TLC 512 GB, MLC (Z Turbo Drive) 512 GB, TLC, Opal 2 360 GB, TLC 256 GB, TLC 256 GB, MLC (Z Turbo Drive) 256 GB, TLC, Opal 2 Camera HD camera, 720p IR/RGB 720p FHD camera (select models only) Audio HP Bang & Olufsen Audio (Conexant CX8400) HP Noise Cancellation Software HP Clear Sound Amp Skype for Business Certification Intel SST Audio Microphone (dual array) Microphone (world facing) Stereo speakers (4) Wireless Ne
Category Description Integrated WWAN options with dual antennas (world wide 5 band, configured at top of panel on all models except UHD) Support for the following WWAN formats: ● LTE CAT4: Huawei HP lt4132, LTE/HSPA+ w/GPS M.2 ● LTE CAT9: Fibocom lt4210 LTE/HSPA+ w/GPS NFC (select models only): NFC Mirage WNC XRAV-1 (NXP NPC300 I2C 10mm × 17mm) NFC antenna External media card HP Multi-Format Digital Media Reader Support SD/SDHC/SDXC Ports HDMI 2.0 with discrete graphics; HDMI 1.
Category Description Touch fingerprint sensor (select models only) Drive encryption preboot option - password, fingerprint, selected smart cards BIOS preboot power on - BIOS option (password, fingerprint) Operating system Operating system version: Windows 10, RS3 Preinstalled: Windows 10 Home 64 Plus Windows 10 Home 64 Plus Single Language Windows 10 Home 64 High-End Chinese Market CPPP Windows 10 Pro 64 Windows 10 Pro 64 Workstation Tier 1 FreeDOS 2.
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 Memory card reader Reads optional memory cards that store, manage, share, or access information. To insert a card: 1. Hold the card label-side up, with the connectors facing the computer. 2. Insert the card into the memory card reader, and then press in on the card until it is firmly seated.
Component Description 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. (4) HDMI port Connects an optional video or audio device, such as a highdefinition television, any compatible digital or audio component, or a high-speed High Definition Multimedia Interface (HDMI) device.
Left Component Description (1) USB SuperSpeed port with HP Sleep and Charge Connects a USB device, provides high-speed data transfer, and even when the computer is off, charges most products such as a cell phone, camera, activity tracker, or smartwatch. (2) USB SuperSpeed port Connects a USB device, such as a cell phone, camera, activity tracker, or smartwatch, and provides high-speed data transfer.
Display Component Description (1) WLAN antennas* (select products only) Send and receive wireless signals to communicate with wireless local area networks (WLANs). (2) Internal microphones (2) Record sound. (3) Camera light (select products only) On: The camera is in use. (4) Camera(s) (select products only) Allow(s) you to video chat, record video, and record still images. Some cameras also allow a facial recognition logon to Windows, instead of a password logon.
Keyboard area TouchPad Component Description (1) TouchPad zone Reads your finger gestures to move the pointer or activate items on the screen. (2) Left control zone Textured area that allows you to perform additional gestures. (3) Right control zone Textured area that allows you to perform additional gestures. (4) Near Field Communications (NFC) tapping area and antenna* (select products only) Allows you to wirelessly share information when you tap it with an NFC-enabled device.
Lights Component Description (1) Caps lock light On: Caps lock is on, which switches the key input to all capital letters. (2) Fn lock light On: The fn key is locked. (3) Mute light ● On: Computer sound is off. ● Off: Computer sound is on. ● On: Microphone is off. ● Off: Microphone is on. (4) Microphone mute light (5) Num lk light On: Num lock is on.
Button, speakers, and fingerprint reader Component 12 Description (1) Speakers (2) Produce sound. (2) Fingerprint reader (select products only) Allows a fingerprint logon to Windows, instead of a password logon.
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. (3) Windows key Opens the Start menu. NOTE: Pressing the Windows key again will close the Start menu. (4) Action keys Execute frequently used system functions. See Action keys on page 14.
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 13. ▲ To use an action key, press and hold the key. Icon 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 ● 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 (1) 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. (2) 16 Chapter 2 Components Speakers (2) Produce 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.
3 Illustrated parts catalog Computer major components Item Component Spare part number Display assembly: The touch screen display is spared as a whole unit assembly only. The non-touch display assembly is spared at the subcomponent level only. For non-touch display assembly spare part information, see Display assembly subcomponents on page 21.
Item Component (2) Touch screen: (3) Spare part number ● 15.6-in, UHD, UWVA, display assembly not equipped with a camera L28663-001 ● 15.6-in, UHD, UWVA, display assembly equipped with a camera L28664-001 Top cover with keyboard (includes keyboard cable): NOTE: For a detailed list of keyboard country codes, see Keyboard on page 116.
Item Component Spare part number Speaker Kit L28672-001 (15) Left speaker (16) Right speaker (17) Memory module (DDR4-2400-MHz) For use with Core processors: ● 16 GB 937438-850 ● 8 GB 937236-850 ● 4 GB L10598-850 For use with Xeon processors: 16 GB, ECC L24981-001 ● 8 GB, ECC L24983-001 (18) Memory cover (19) Solid-state drive (SSD) (20) (21) L28674-001 (Bracket Kit) 2-TB, PCIe, TLC L28681-001 1-TB, PCIe, TLC L28677-001 512-GB, PCIe, TLC L28683-001 512-GB, PCIe, self-enc
Item Component Spare part number L33681-001 (Hard Drive Hardware Kit) (25) Battery (4-cell) L07046-855 (26) Battery (6-cell) L07045-855 (27) Bottom cover L28667-001 Display assembly subcomponents Item Component (1) Display bezel Spare part number For use in models with an ambient light sensor: ● Equipped with only an HD camera L31689-001 ● Equipped with an IR camera L31690-001 ● Not equipped with a camera L31691-001 Display assembly subcomponents 21
Item Component Spare part number For use in models without an ambient light sensor (2) 22 ● Equipped with only an HD camera L31692-001 ● Equipped with an IR camera L31693-001 ● Not equipped with a camera L31694-001 Display panel (includes display cable, bezel adhesive, and panel adhesive tape) FHD L32562-001 FHD, privacy L32561-001 UHD L32563-001 (3) Hinge cap (left and right; includes bezel adhesive) L31695-001 (4) Display hinges (includes left and right hinges and bezel adhesive)
Mass storage devices Item Component (1) Solid-state drive (2.5 inch) (2) Spare part number 1 TB, SATA, TLC L28686-001 256 GB, SATA, TLC L28687-001 Drive brackets (for use in non-touch screen models) L28674-001 (Bracket Kit) L33681-001 (Hard Drive Hardware Kit) (3) Drive bracket (for use in touch screen models) L28674-001 (Bracket Kit) L33681-001 (Hard Drive Hardware Kit) (4) Solid-state drive (M.
Item Component Spare part number 512-GB, PCIe, self-encrypting drive (SED), OPAL 2, TLC L28682-001 512-GB, SATA, FIPS, TLC L28684-001 360-GB, PCIe, TLC L28685-001 256-GB, PCIe, TLC L28679-001 256-GB, PCIe, self-encrypting drive (SED), OPAL 2 L28678-001 256-GB, SATA-3, self-encrypting drive (SED), OPAL 2 L28680-001 Optane memory module, 16-GB L28676-001 Bracket Kit 24 Chapter 3 Illustrated parts catalog
Item Component Spare part number Bracket Kit L28674-001 (1) Power button bracket (2) LCD clip (3) Power connector bracket (separate brackets for use in non-touch and touch screen models) (4) Memory cover (5) Fingerprint reader bracket (6) Hard drive bracket (for use in touch screen models) (7) Left and right hard drive brackets (for use in non-touch models) Plastics Kit Item Component Spare part number Plastics Kit L28675-001 (1) Card reader insert (2) MicroSIM insert (3) Micro
Miscellaneous parts Component Spare part number AC adapter, 150-W HP Smart adapter (PFC, 4.
4 Removal and replacement procedures preliminary requirements Tools required You will need the following tools to complete the removal and replacement procedures: ● Flat-bladed screw driver ● Magnetic screw driver ● Phillips P0 and P1 screw drivers ● Torx screwdriver ● Thin plastic (non-conductive) prying tool (spudger) Service considerations The following sections include some of the considerations that you must keep in mind during disassembly and assembly procedures.
Drive handling CAUTION: 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.
Typical electrostatic voltage levels Relative humidity Event 10% 40% 55% Walking across carpet 35,000 V 15,000 V 7,500 V Walking across vinyl floor 12,000 V 5,000 V 3,000 V Motions of bench worker 6,000 V 800 V 400 V Removing DIPS from plastic tube 2,000 V 700 V 400 V Removing DIPS from vinyl tray 11,500 V 4,000 V 2,000 V Removing DIPS from Styrofoam 14,500 V 5,000 V 3,500 V Removing bubble pack from PCB 26,500 V 20,000 V 7,000 V Packing PCBs in foam-lined box 21,000 V 11,0
● Avoid contact with pins, leads, or circuitry. ● Turn off power and input signals before inserting or removing connectors or test equipment. 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.
5 Removal and replacement procedures for authorized service provider parts CAUTION: Components described in this chapter should be accessed only by an authorized service provider. Users who access these parts can damage the computer or void the warranty. Component replacement procedures There are as many as 82 screws that must be removed, replaced, and/or loosened when servicing the parts described in this chapter. Make special note of each screw size and location during removal and replacement.
2. Starting near the display hinges, use a plastic non-conductive tool (2) to release the bottom cover, and then remove the bottom cover from the computer (3). Reverse this procedure to install the bottom cover.
Battery Description Spare part number 6-cell, 95-WHr, 4.15-AHr, Li-ion battery L07045-855 4-cell, 64-WHr, 4.15-AHr, Li-ion battery L07046-855 Before removing the battery, 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.
3. Remove the battery from the computer (3). Reverse this procedure to install the battery.
Solid-state drive (M.2) Description Spare part number 2-TB, TLC L28681-001 1-TB, TLC L28677-001 1-TB, MLC L28685-001 512-GB, TLC L28683-001 512-GB, self-encrypting drive (SED), OPAL 2, TLC L28682-001 512-GB, FIPS, TLC L28684-001 256-GB, TLC L28679-001 256-GB, PCIe, self-encrypting drive (SED), OPAL 2 L28678-001 256-GB, SATA-3, self-encrypting drive (SED), OPAL 2 L28680-001 Optane memory module, 16-GB L28676-001 Before removing the solid-state drive, follow these steps: 1.
3. Remove the solid-state drive (2) by pulling the drive away from the slot at an angle. Reverse this procedure to install the solid-state drive.
Optane memory module Description Spare part number Optane memory module, 16 GB L20383-001 Before removing the Optane memory module, follow these steps: 1. Shut down the computer. 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. Remove the bottom cover (see Bottom cover on page 31). 5. Remove the battery (see Battery on page 33).
Memory module Description Spare part number Memory module for use in models with Core processors: ● 16 GB, non-ECC 937438-850 ● 8 GB, non-ECC 937236-850 ● 4 GB, non-ECC L10598-850 Memory module for use in models with Xeon processors: ● 16 GB, ECC L24981-001 ● 8 GB, ECC L24983-001 Before removing a memory module, follow these steps: 1. Turn off the computer.
3. Remove the memory module (2) by pulling the module away from the slot at an angle. IMPORTANT: To prevent damage to the memory module, hold the memory module by the edges only. Do not touch the components on the memory module. Reverse this procedure to install a memory module. Small clips on the system board hold the memory cover in place. When replacing the memory cover, be sure to align the cover with these clips.
Solid-state drive (2.5 inch) NOTE: 2.5-inch solid-state drives are only available on models with a 4-cell battery. Description Spare part number 1 TB, SATA, TLC, 2.5-inch L28686-001 256 GB, SATA, TLC, 2.5-inch L28687-001 Drive bracket, touch and non-touch models L28674-001 (Bracket Kit) L33681-001 (Hard Drive Hardware Kit) Before removing the solid-state drive, follow these steps: 1. Shut down the computer. 2. Disconnect all external devices connected to the computer. 3.
3. If it is necessary to disassemble the drive, remove the four Phillips M3.0×3.0 screws (1), and then remove the brackets from the drive (2). Drive bracket used in non-touch models Drive bracket used in touch screen models Reverse this procedure to reassemble and install the solid-state drive.
WWAN modules The WWAN module is available on select models only. NOTE: WWAN modules are spared only as separate modules that are not integrated into the system board. Description Spare part number HP lt4132 LTE/HSPA+ 4G Mobile BroadBand Module (LTE CAT4: Huawei HP lt4132, LTE/HSPA+ w/GPS M.2) 845710-003 Intel XMM 7360 LTE-Advanced (LTE CAT9: Fibocom lt4210 LTE/HSPA+ w/GPS) L15398-001 Before removing the WWAN module, follow these steps: 1. Shut down the computer. 2.
3. 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.
WLAN/Bluetooth combo card NOTE: The system board includes an integrated, non-removable WLAN component. Separate WLAN modules that are not integrated into the system board are also available. Description Spare part number Intel Wireless-AC 9560 802.11ac 2x2 WiFi + BT 5 Combo Adaptor (vPro) L32652-005 Intel Wireless-AC 9560 802.11ac 2x2 WiFi + BT 5 Combo Adaptor (non vPro) L32650-005 Before removing the WLAN module, follow these steps: 1. Shut down the computer. 2.
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.
Drive connector Description Spare part number Drive connector L28668-001 (Cable Kit) Before removing the drive connector, 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 board Description Spare part number Fingerprint reader board (includes bracket) L28662-001 Fingerprint reader board bracket L28674-001 (Bracket Kit) Fingerprint reader cable L28668-001 (Cable Kit) Before removing the fingerprint reader board, 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.
TouchPad Description Spare part number TouchPad L32746-001 TouchPad cable L28668-001 (Cable Kit) Before removing the TouchPad, 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.
7. Lift the TouchPad out of the computer (2). Reverse this procedure to install the TouchPad.
NFC module Description Spare part number NFC module L33682-001 NFC module cable L28668-001 (Cable Kit) 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.
Bottom speakers Description Spare part number Bottom speakers (includes cable) L28672-001 (Speaker Kit) Before removing the bottom speakers, 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.
4. Remove the speaker (4). Reverse this procedure to install the speakers. NOTE: When installing the speakers, make sure the rubber grommets around the screws are correctly installed.
Card reader/audio board Description Spare part number Card reader/audio board (includes cable) L28660-001 Before removing the card reader/audio board, 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.
Power button board Description Spare part number Power button board (includes cable) L30975-001 Before removing the power button board, 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.
Thermal module NOTE: The thermal module spare part kit includes replacement thermal material. Description Spare part number Thermal module for use only with models with discrete graphics memory L28670-001 Thermal module for use only with models with UMA graphics memory L30973-001 Before removing the thermal 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.
3. Remove the fan/heat sink assembly (4). CAUTION: the fans. When lifting the heat sink out of the computer, be careful not to bend the arms that connect Discrete graphics models: UMA graphics models: Various thermal pads are used on the system board components and the heat sink sections and that service them. See the following images for thermal pad locations.
Discrete graphics models: UMA graphics models: Reverse this procedure to install the thermal module.
System board NOTE: All system boards use the following part numbers: xxxxxx-001: Non-Windows operating systems xxxxxx-601: Windows 10 operating system Description Spare part number System board with integrated processor for use in models with discrete graphics memory: ● Intel Xeon E-2186M processor L30971-001, -601 ● Intel Xeon E-2176M processor L30969-001, -601 ● Intel Core i7-8850H processor L33161-001, -601 ● Intel Core i7-8750H processor L33160-001, -601 ● Intel Core i5-8400H processor
2. Remove the two Phillips M2.0×2.0 screws (P0 driver) (3) from the display connector bracket, and then lift the bracket off the system board (4). Brackets are available in the Bracket Kit using spare part number L28674-001.
3. Disconnect the following cables from the system board: (1) Camera cable (2) WLAN antennas cable (3) Touch cable (4) Display cable (5) Top speaker cable (6) Power button board cable (7) Right speaker cable (8) Hard drive connector cable (9) TouchPad cable (10) Card reader cable (11) Keyboard backlight cable (12) Keyboard cable (13) NFC cable (14) Fingerprint reader cable (15) Left speaker cable 4. 60 Remove the two Phillips M2.0×4.0 screws (2) from each fan.
5. Remove the three Phillips M2.0×4.0 screws (2) that secure the system board. 6. Lift in the right side of the board until the connectors disengage from the left side of the computer (1). 7. Rotate the board (2), and then remove the system board from the computer (3). Reverse this procedure to install the system board.
RTC battery Description Spare part number RTC battery (includes cable and double-sided adhesive) not spared Before removing the RTC battery, 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.
Top speaker Description Spare part number Top speaker L28672-001 (Speaker Kit) Before removing the top speaker, 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. Remove the bottom cover (see Bottom cover on page 31).
Display assembly NOTE: The Dream Color display assembly and touch display assemblies are spared only as whole unit assemblies. Non-touch display assemblies are spared at the subcomponent level only. For non-touch display assembly spare part information, see the individual removal subsections. Description Spare part number 15.6-in, UHD, UWVA, Dream Color display assembly not equipped with a camera L28663-001 15.
6. Open the computer as far as possible (2). 7. Separate the display from the computer (3). 8. If it is necessary to replace any of the display assembly subcomponents: a. Use a plastic tool to disengage the bezel starting at the top (1), left and right sides (2), and bottom (3).
b. Remove the display bezel (4).
b. Disconnect the cable from the module (2). NOTE: HD cameras have one connected cable. IR cameras have two connected cables. The camera module is available using spare part number L28470-001 for HD cameras. c. IR camera Detach the camera module (1) from the display enclosure. (The module is attached to the display enclosure with double-sided adhesive.) d. Disconnect the cables from the sides of the module (2). The camera module is available using spare part number L30660-001 for IR cameras. 10.
b. Lift the top edge of the display panel (2). c. Rotate the display panel over and place it upside down next to the display enclosure (1). d. Lift the tape (2), and then disconnect the display panel cable (3) from the display panel. The display panel is available using the following spare part numbers: FHD panel: L32562-001 FHD, privacy panel: L32561-001 UHD panel: L32563-001-001 11. If it is necessary to replace the hinge covers: 68 a. Rotate the hinges as far as possible (1). b.
c. Lift the hinge covers off the hinges (3). The hinge covers are available using spare part number L31695-001. 12. If it is necessary to replace the display hinges: a. Remove the three broad head Phillips M2.0×2.0 screws (1) that secure each display hinge to the display enclosure. b. Remove the display hinges (2). Both display hinges are available using spare part number L28659-001.
13. If it is necessary to replace the wireless antennas: a. Remove the cables from the routing path on the sides and bottom of the display enclosure (1). b. Peel the antennas off the display (2). The antennas are available using spare part number L31688-001. 14. If it is necessary to replace the camera cable: a. 70 Remove the camera cable from the routing path along the bottom and inside of the display enclosure (1).
b. Remove the camera cable from the display enclosure (2). The camera cable is available using spare part number L31696-001. HD camera models IR camera models 15. If it is necessary to replace the display cable: a. Remove the display cable from the routing path along the bottom of the display enclosure (1).
b. Remove the display cable from the display enclosure (2). The display cable is available using spare part number L31696-001. Reverse this procedure to reassemble and install the display assembly.
Top cover/keyboard The top cover/keyboard spare remains after removing all other spare parts. In this section, the first table provides the main spare part number for the keyboard. The second table provides the country codes.
6 Troubleshooting guide This chapter is primarily focused on troubleshooting HP Mobile Workstations and HP Notebooks. The information is provided so that you can solve problems yourself or at least narrow down what may be causing the problem. Based on some of the most common symptoms, this chapter helps to identify logical steps and available resources or tools for resolving an issue. HP recommends that you follow the instructions carefully, observe safety precautions, and note any observations or results.
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 Subscribers Choice Allows you to sign up for HP product updates. http://www8.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 6-4 Failure classification by hardware devices and mechanical 4. Display 5. I/O devices 6. Storage 7. Mechanical 1. Display anomalies on page 109 1. Keyboard on page 116 1. 1. 2. Dead pixel on page 112 Keyboard point stick on page 117 Fan error message - 90B on page 128 2. Hard drive/solid-state drive not recognized on page 125 2. 2. No boot to operating system (no read/write error) on page 125 Noise (sound) on page 129 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 133.
Table 6-6 System diagnostics failure codes and user actions (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.
You can access and reseat connections for Customer Self-Repair (CSR) parts (see the “Removal and replacement procedures for Customer Self-Repair parts” chapter for details). Examples of reseating hardware include: ● Reseating the battery into the battery bay can resolve no-battery found and no-charging issues. ● Reseating memory modules can resolve memory error, no-boot, and blue screen issues.
● 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.
IMPORTANT: System board failure is not common. Do not replace the system board until you have tried all other troubleshooting options. NOTE: Determine whether a previous service case might be related to the current problem. For example, a fan detection issue may be caused by a loose connection resulting from previous service. NOTE: Most of the time, effective troubleshooting can prevent a system board replacement.
4. Be sure that the AC adapter is connected when you update BIOS to avoid BIOS corruption. 5. Be sure that the computer is turned on, the rear power light is solid white (connected to an external power source) and the front power light is solid white (normal operation). 6. Remove all optical and flash drives from your system before turning it on. 7. Be sure that the boot option is set to a working operating system drive. 8.
Consulting with HP Service If further HP support is required, a lot of the following information may be requested when you call, so it may be helpful to take notes.
Items Procedures 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. ● Verify AC adapter and power cord are good (no physical damage, bent middle ID pin).
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 system board Tips and tricks 1. Test essential hardware configuration (11. Test with minimum configuration on page 88, 12. Test with verified working configuration (hardware and/or operating system) on page 89, 13. Replace the system board on page 89) by removing nonessential parts. 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 78). ● 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 86). 4.
Items Procedures 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.
Items Procedures 2. Inspect for visual damage on AC adapter and battery. Test on a known working computer to isolate issue. If issue follows AC adapter or battery, replace it. 3. Inspect any sign of liquid spill on the computer (back of keyboard). The sections below are intended for authorized service providers/technicians. Further inspection on components 1. Inspect further sources internally after disassembling chassis, such as burnt or damaged components. 2.
Items Procedures 1. Reseat display cable connection on system board. 2. Reseat display cable connection on display panel side. 3. Examine and reseat major components, such as hard drive, memory. 4. Test with minimum configuration (11. Test with minimum configuration on page 88) by removing hard drive to isolate operating system issues and testing video in F10 Setup. 5. If video is present, restart and retest the computer. 6. If video is present but bad, go to Display on page 109 section. 7.
Items Note 100 Chapter 6 Troubleshooting guide Procedures 1. See 7. Status lights, blinking light codes, troubleshooting lights, and POST error messages on page 84 for corrective actions. An example of a POST error message is shown below. 2. If there is power, you may be able to access BIOS. Reset BIOS to its default condition. (9. Soft reset (Default Settings) on page 87) 3. Restore hardware to its original condition (i.e., bootable solid-state drive instead of hard drive). 4.
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 80. 5. Remove or undo recently added hardware (5. Remove or uninstall recently added hardware, software on page 79). 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 86). 2. Perform soft reset (9. Soft reset (Default Settings) on page 87). 3. Update BIOS and drivers (4. Update BIOS and drivers on page 79). 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 84) 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.
● Blank/black video ● Incorrect/missing color/distorted image ● Flickering image ● Vertical lines (due to LDVS, decreased signal integrity, and data loss) ● Dead pixel (due to display liquid, internal transistor, etc.) ● Horizontal lines (due to video memory) ● Distorted when hot (due to thermal issue) ● Cracked screen/image (physical damage) ● Light leakage/bleeding Contact support for assistance. ● Humming noise (due to frequency settings) Contact support for assistance.
● Test with a verified working external display. ● Boot to Windows in safe mode. ● Test with a verified working operating system (i.e., shipping image). HP PC Hardware Diagnostics (UEFI) for video test Use this tool to quickly determine if the display issue is related to a real hardware issue. To start HP PC Hardware Diagnostics (UEFI) (6. HP Hardware Diagnostics and Tools on page 80), when the computer is at boot, press the F2 key, select Component Tests, and then select Video.
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.
Items Procedures 7. Test USB device on a verified working computer to make sure USB device is not malfunctioning. 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.
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 86). 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 86). 2. Reset BIOS to default (9. Soft reset (Default Settings) on page 87). 3. Verify drive connection and flex cable. Reseat connection (10. Reseat cables and connections on page 87). 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 https://support.hp.com/us-en/document/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. Determine whether the noise comes from AC power adapter.
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.
Thermal shutdown (hot) Items Procedures Symptoms Possible causes Similar to fan runs constantly issue (Fan runs constantly on page 130) 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 79) and reset BIOS to default. BIOS may implement new fan characteristics and updates for other component. Continually running fan 2.
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 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. Boot Device Manager Hard Disk 1 Error 3F1 Indicates a potential problem with the hard drive.
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. 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. X Defragment the hard drive. X Run Scan Disk.
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.
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. Pull to the direction in parallel with PCB to withdraw the connector.
7 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 147. 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 149.
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.
8 Using HP PC Hardware Diagnostics Using HP PC Hardware Diagnostics Windows 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. In the HP PC Hardware Diagnostics section, select Download, and then select the installation location: To run the tool on your computer, download it to the computer desktop. – or – To run the tool from a USB flash drive, download it to a USB flash drive. 3. Select Run.
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. Connected USB flash drive NOTE: To download the HP PC Hardware Diagnostics UEFI tool to a USB flash drive, see Downloading the latest HP PC Hardware Diagnostics UEFI version on page 153. 3.
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. It can then execute the diagnostics on your computer, and it may upload results to a preconfigured server. For more information on Remote HP PC Hardware Diagnostics UEFI, go to http://www.hp.com/go/techcenter/pcdiags, and then select Find out more.
3. Make your customization selections. 4. Select Main, and then Save Changes and Exit to save your settings. Your changes take effect when the computer restarts.
9 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 156). ● Creating a restore point—You can use Windows tools to create a restore point (see Using Windows tools on page 156).
On select products, you can use the HP Cloud Recovery Download Tool to create HP Recovery media on a bootable USB flash drive. For more information, see Using the HP Cloud Recovery Download Tool to create recovery media on page 158. Using HP Recovery Manager to create recovery media 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.
Using the HP Cloud Recovery Download Tool to create recovery media 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. Restoring and recovery Restoring and recovery can be performed using one or more of the following options: Windows tools, HP Recovery Manager, or the HP Recovery partition. IMPORTANT: Not all methods are available on all products.
IMPORTANT: issues. NOTE: Recovery through HP Recovery Manager should be used as a final attempt to correct computer When you start the recovery process, only the options available for your computer are displayed. Before you begin, note the following: ● HP Recovery Manager recovers only software that was installed at the factory.
NOTE: If your computer does not automatically restart in HP Recovery Manager, change the computer boot order, and then follow the on-screen instructions. See Changing the computer boot order on page 160. Changing the computer boot order If your computer does not restart in HP Recovery Manager, you can change the computer boot order. This is the order of devices listed in BIOS where the computer looks for startup information.
10 Specifications Computer specifications Metric U.S. Width 360 mm 14.17 in Depth 254 mm 10.00 in Height (front to rear, LED display assembly) 20.4 mm 0.80 in Weight (4-cell battery) 2.26 kg 4.99 lb Dimensions Input power Operating voltage and current 19.5 V dc @ 6.15 A - 120 W, Slim Smart AC Adapter (select models only) 19.5 V dc @ 7.69 A - 150 W, Slim Smart AC Adapter (select models only) 19.5 V dc @ 10.
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 solid-state drive specifications 256-GB* 512-GB* Height 1 mm 1 mm Length 50.8 mm 50.8 mm Width 28.9 mm 28.9 mm Weight < 10 g < 10 g Interface type ATA-7 ATA-7 Sequential Read Up to 540 MB/s Up to 500 MB/s Random Read Up to 85K IOPs Up to 84K IOPs Sequential Write Up to 280 MB/s Up to 455 MB/s Random Write Up to 67K IOPs Up to 59K IOPs Ready time, Maximum (to not busy) 1.0 s 3.0 s Logical 0.1 0.1 Total logical sectors 500,118,192 1.000.215.
11 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.
12 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.
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 ISI 1 Israel SII 1 Italy IMQ 1 Japan JIS 3 The Netherlands KEMA 1 New Zealand SANZ 1 Norway NEMKO 1 The People's Republic of China CCC 4 Saudi Arabia SASO 7 Singapore PSB 1 So
Country/region Accredited agency Applicable note number 3. The appliance coupler, flexible cord, and wall plug must bear a “T” mark and registration number in accordance with the Japanese Dentori Law. The flexible cord must be Type VCTF, 3-conductor, 0.75 mm² or 1.25 mm² conductor size. The wall plug must be a two-pole grounding type with a Japanese Industrial Standard C8303 (7 A, 125 V ac) configuration. 4. The flexible cord must be Type RVV, 3-conductor, 0.75 mm² conductor size.
13 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 A AC adapter, spare part number 26 action keys 14 identifying 14 keyboard backlight 14 mute 14 privacy screen 14 screen brightness 14 speaker volume 14 switch screen image 14 using 14 wireless 14 antennas disconnecting 42, 44 removal 70 spare part number 70 audio adjusting volume 14 audio, product description 3 audio-out (headphone)/audio-in (microphone) combo jack, identifying 6 B backup, creating 156 backups 156 battery removal 33 spare part numbers 21, 33 battery light 7 BIOS determining version 14
DVD±RW SuperMulti Double-Layer Drive precautions 28 E electrostatic discharge 28 embedded numeric keypad, identifying 13 equipment guidelines 30 esc key, identifying 13 external media cards 4 F fingerprint reader board removal 47 spare part number 19, 47 fingerprint reader board bracket removal 47 fingerprint reader insert illustrated 25 fingerprint reader, identifying 12 fn key, identifying 13 fn lock light, identifying 11 G graphics, product description 1 grounding guidelines 28 guidelines equipment 30 gr
N NFC module removal 50 spare part number 19, 50 NFC tapping area, identifying 10 nonvolatile memory 164 num lock light 11 O operating system 5 Optane memory module removal 37 spare part number 37 spare part numbers 37 optical drive precautions 28 original system recovery 158 P packaging guidelines 29 plastic parts, service considerations 27 Plastics Kit spare part number 25 pointing device 4 ports HDMI 7 product description 4 USB SuperSpeed 8 USB SuperSpeed port with HP Sleep and Charge 8 USB Type-C power
solid-state drive precautions 28 removal 35, 40 spare part numbers 20, 23, 35, 40 speaker volume action keys 14 speakers, identifying 12, 16 special keys, using 13 specifications computer 161 M.
