HP ZBook 15v 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, Celeron, and Pentium are trademarks of Intel Corporation in the U.S. and other countries. Microsoft and Windows are U.S. registered trademarks of the Microsoft group of companies. The information contained herein is subject to change without notice.
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.
iv Safety warning notice
Table of contents 1 Product description ....................................................................................................................................... 1 2 Getting to know your computer ...................................................................................................................... 7 Right side ...............................................................................................................................................................
Battery ............................................................................................................................................... 40 WLAN module .................................................................................................................................... 42 Memory module ................................................................................................................................ 44 Solid-state drive (SSD) .......................................
. Status lights, blinking light codes, troubleshooting lights, and POST error messages ........................................................................................................................ 83 Status lights .................................................................................................. 83 Blinking light codes ...................................................................................... 84 POST error messages .....................................................
Display ............................................................................................................................................. 108 Display anomalies ......................................................................................................... 108 Symptom .................................................................................................... 108 Quick check .................................................................................................
Processor not executing code ...................................................................................... 132 BIOS recovery code unable to find valid BIOS recovery image ..................................... 132 Memory module error ................................................................................................... 132 Graphics Controller Error (No Controller) ..................................................................... 133 Failure - System Board Error .....................
Restoring, resetting, and refreshing using Windows tools ............................................................ 153 Restoring using HP Recovery Manager and the HP Recovery partition ......................................... 153 Recovering using HP Recovery Manager ........................................................................................ 153 Recovering using the HP Recovery partition (select products only) ..............................................
14 Recycling ................................................................................................................................................ 177 Index ...........................................................................................................................................................
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1 Product description Category Description Product name HP ZBook 15v 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 Memory Two non-customer-accessible/upgradable memory module slots DDR4-2666 dual channel support Supports up to 32 GB of non-ECC system RAM in the following configurations (Intel Core or Xeon processors): ● 32768-MB total system memory (16384×2) ● 16384-MB total system memory (8192×2 or 16384×1) ● 8192-MB total system memory (8192×1) or (4096×2) Supports up to 32 GB of ECC system RAM in the following configurations (Intel Xeon processors only): Primary storage, 2.
Category Description 256 GB, TLC, Opal 2 Camera HD camera, 720p IR/RGB FHD camera Audio HP Bang & Olufsen Audio HP Noise Cancellation Software Audio codec intergraded class-D AMP Skype for Business Certification Intel SST Audio Microphone (dual array) Dual speakers Ethernet Intel Ethernet Connection I219-LM 10/100/1000 The following support S3/S4/S5 wake on LAN/HBMA (via out of band): embedded NIC, HP Elite USB-C Desk Dock, HP USB-C Universal Dock, HP Thunderbolt Dock 230W G2, and HP USB-C Mini Dock.
Category Description HP Elite USB-C Desk Dock HP USB-C Universal Dock HP USB-C Mini Dock Keyboard/pointing devices Keyboard Backlit, spill resistant, standard notebook keyboard TouchPad Gestures enabled by default Taps enabled as default Power AC adapters (Smart, PFC, 4.5 mm) 150 W (models with discrete graphics) 120 W (models with UMA graphics) Power cord 1 meter, C5, 3-wire power cord Battery 4-cell, 70-Whr, 4550 mAh, polymer battery, 1,000 cycle 3-cell, 52.
Category Description Certified: Microsoft WHQL Web-only support: Windows 10 Enterprise 64 Windows 10 Enterprise 64 LTSB 1607 Serviceability End-user replaceable parts AC adapter 5
6 Chapter 1 Product description
2 Getting to know your computer Right side Component (1) Description Audio-out (headphone)/Audio-in (microphone) combo jack Connects optional powered stereo speakers, headphones, earbuds, a headset, or a television audio cable. Also connects an optional headset microphone. This jack does not support optional standalone microphones. WARNING! To reduce the risk of personal injury, adjust the volume before putting on headphones, earbuds, or a headset.
Component Description NOTE: Cables and/or adapters (purchased separately) may be required. (6) Power connector Connects an AC adapter. (7) 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.
Display Component Description (1) Internal WLAN antennas (internal)* Send and receive wireless signals to communicate with wireless local area networks (WLANs). (2) Internal microphones Record sound. (3) Camera lights (select products only) On: One or more cameras are in use. (4) Cameras (select products only) Allow 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 10 Description (1) TouchPad zone Reads your finger gestures to move the pointer or activate items on the screen. (2) Left TouchPad button Functions like the left button on an external mouse. (3) Right TouchPad 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 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. (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.
Button, 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 specific functions when pressed in combination with another key. (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. NOTE: On select products, the f5 action key turns the keyboard backlight feature off or on.
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. ▲ Icon To use an action key, press and hold the key. Description Helps prevent side-angle viewing from onlookers. If needed, decrease or increase brightness for well-lit or darker environments. Press the key again to turn off the privacy screen. Decreases the screen brightness incrementally as long as you hold down the key.
Icon Description NOTE: A wireless network must be set up before a wireless connection is possible. Turns the airplane mode and wireless feature on or off. NOTE: The airplane mode key is also referred to as the wireless button. NOTE: A wireless network must be set up before a wireless connection is possible. Bottom Component Description Vent Enables airflow to cool internal components. NOTE: The computer fan starts up automatically to cool internal components and prevent overheating.
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 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.
Item Component Spare part number (1) Display assembly not spared NOTE: For display assembly subcomponent spare part information, see Display assembly subcomponents on page 21. (2) Top cover/keyboard (includes thermal grease and keyboard connector Mylar) NOTE: (3) (4) L29290-001 The TouchPad cable is available using spare part number L20332-001.
Item Component Spare part number All system boards use the following part numbers: xxxxxx-001: Non-Windows operating systems xxxxxx-601: Windows 10 operating system For use in models with discrete graphics memory: ● Intel Core i7-8850H processor L25093-xx1 ● Intel Core i7-8750H processor L25092-xx1 ● Intel Core i5-8400H processor L25091-xx1 ● Intel Core i5-8300H processor L25090-xx1 ● Intel Xeon E-2176M processor L25096-xx1 For use in models with UMA graphics memory: (17) ● Intel Core i
Item (22) (23) 20 Component Spare part number 256 GB, Z Turbo Drive L25107-001 256 GB, PCIe, NVMe, TLC L25101-001 256 GB, PCIe, NVMe, self-encrypting drive, Opal 2, TLC L25100-001 256 GB, SATA-3, self-encrypting drive, Opal 2, TLC L25102-001 256 GB, SATA-3, TLC L25110-001 WLAN module Intel Dual Band Wireless-AC 9560 802.11 AC 2x2 WiFi + Bluetooth 5.0 Combo Adapter (vPro) L28418-005 Intel Dual Band Wireless-AC 9560 802.11 AC 2x2 WiFi + Bluetooth 5.
Display assembly subcomponents Item Component (1) Display bezel Spare part number For use in models with a standard HD camera L25221-001 For use in models with an IR camera L25222-001 Display enclosure support brackets Display assembly subcomponents 21
Item Component Spare part number (2) Left L20312-001 (3) Right L20311-001 (4) Hinge brackets (left and right) L21053-001 (5) Hinges (left and right; includes thermal pad kit and thermal grease) L30367-001 (6) Camera module, HD (includes microphone rubber) L20771-001 (7) Camera boards HD camera board L25226-001 IR camera board L25227-001 (8) Camera board cables (for use with the HD camera board and the IR camera board) L20347-001 (9) Camera module, IR FHD (includes microphone rubbe
Mass storage devices Item Component (1) Hard drive (includes sponge; does not include brackets, connector board, or cable): Spare part number 2-TB, 5400-rpm 912487-857 2-TB, 5400-rpm, hybrid drive 929167-856 1-TB, 5400-rpm 766457-858 1-TB, 5400-rpm, hybrid drive 924036-859 500-GB, 7200-rpm 703236-856 500-GB, 5400-rpm 731863-859 500-GB, 7200-rpm, self-encrypting drive (SED) 820573-006 Miscellaneous Kit (includes WLAN Mylar and hard drive cover Mylar; not illustrated) L29469-001 (2) Har
Item Component Spare part number 512 GB, Z Turbo Drive L25108-001 512 GB, PCIe, NVMe, self-encrypting drive, Opal 2, TLC L25104-001 256 GB, Z Turbo Drive L25107-001 256 GB, PCIe, NVMe, TLC L25101-001 256 GB, PCIe, NVMe, self-encrypting drive, Opal 2, TLC L25100-001 256 GB, SATA-3, self-encrypting drive, Opal 2, TLC L25102-001 256 GB, SATA-3, TLC L25110-001 Miscellaneous parts Component Spare part number HP Smart AC adapter (PFC, slim, 4.
Component Spare part number HP USB-C to VGA adapter 831751-001 HP USB-C to HDMI adapter 831752-001 HP USB-C to DisplayPort adapter 831753-001 HP Nano Dual Lock 918433-001 HP stereo USB headset 840340-001 HP USB laser mouse 674318-001 HP Comfort Grip Wireless Mouse 691922-001 HP USB External DVD+/-RW Drive 747080-001 HP ZBook Thunderbolt 3, 1 meter cable 914966-001 Top load case 679921-001 Miscellaneous parts 25
26 Chapter 3 Illustrated parts catalog
4 Removal and replacement procedures preliminary requirements Tools required You will need the following tools to complete the removal and replacement procedures: ● Non-marking, plastic pry tool ● Thin tool to disengage feet from bottom cover ● Phillips P0 and P1 magnetic screwdrivers 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% 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 11,000 V 5,000 V Packaging and transporting guidelines Follow these grounding guidelines when packaging and tr
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 Authorized Service Provider 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. 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.
b. 3. 4. 32 Remove the display bezel (4). To remove the HD camera module: a. Position the display assembly with the top edge toward you. b. Disconnect the cable (1) from the camera module. c. Pry up to disengage the camera module from the adhesive that secures it to the display (2).
5. 6. a. Position the display assembly with the top edge toward you. b. Disconnect the cables from the sides of the camera module (1). c. Pry up to disengage the camera module from the adhesive that secures it to the display (2). To remove the IR camera board and/or HD camera board: a. Position the display assembly with the top edge toward you. b. Disconnect the cable from the ZIF connector outside of the board (1) and disconnect the cable from the connector on the inside of the board (2). c.
a. Remove the two Phillips M2.0×3.0 screws (1) that secure the display panel to the top of the enclosure. b. Remove the four broad head Phillips M2.5×3.0 screws (2) that secure the display panel to the bottom of the enclosure. c. Remove the cover plates (1) and the display brackets (2). d. The panel is secured to the display enclosure with long strips of tape. Pull the tape out from under each side of the display panel (1).
e. Lift the top of the display panel off the display rear cover (2). f. Use the following illustration to determine tape installation location when replacing the panel. Position the top of the adhesive at the right angle marks (1), place the adhesive on the display enclosure (2), and then remove the paper from the adhesive (3).
36 g. Rotate the display panel onto the keyboard (1) to gain access to the display cable connection on the back of the panel. h. On the back of the display panel, release the adhesive strip that secures the display panel cable to the display panel (2), and then disconnect the cable (3). i. Remove the display panel from the display enclosure (4).
j. If replacing the raw display panel, install the EMI gaskets (1) and cover gaskets (2) as shown in the following image: NOTE: The gaskets are included in the raw display panel spare parts kits. Reverse this procedure to reassemble and install the display assembly components.
Bottom cover Description Spare part number Bottom cover for use in models with discrete graphics memory L25083-001 Bottom cover for use in models with UMA graphics memory L29289-001 Before removing the bottom cover, 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.
4. Using a non-marking tool, start prying near the middle of the computer near the display and work around to separate the bottom cover from computer (1), and then remove the bottom cover (2). Reverse this procedure to install the bottom cover.
Battery Description Spare part number Battery, 4 cell, 70 Wh, 4.55 Ah (includes Mylar and sponge) 917724-856 Battery, 4 cell, 52 Wh, 4.55 Ah (includes Mylar and sponge) L08855-856 Before disassembling the computer, 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.
Component replacement procedures 41
WLAN module Description Spare part number Intel Dual Band Wireless-AC 9560 802.11 AC 2x2 WiFi + Bluetooth 5.0 Combo Adapter (vPro) L28418-005 Intel Dual Band Wireless-AC 9560 802.11 AC 2x2 WiFi + Bluetooth 5.
4. Remove the WLAN module by pulling the module away from the slot at an angle (3). 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.
Memory module Description Spare part number Memory module, DDR4-2666, ECC (for use in models with an Intel Xeon processor): ● 16-GB L24981-005 ● 8-GB L24983-005 Memory module, DDR4-2666, non-ECC (for use in models with an Intel Core processor): ● 16-GB 937438-855 ● 8-GB 937236-855 ● 4-GB L10598-855 Before removing a memory module, follow these steps: 1. Shut down the computer.
2. Grasp the edge of the memory module (2), and then gently pull the module out of the slot. Use the same procedure to remove both memory modules. CAUTION: To prevent damage to the memory module, hold the memory module by the edges only. Do not touch the components on the memory module. To protect a memory module after removal, place it in an electrostatic-safe container. Reverse this procedure to install a memory module.
Solid-state drive (SSD) Description Spare part number 2 TB, PCIe, NVMe, TLC L25103-001 1 TB, PCIe, NVMe, TLC L25099-001 1 TB, Z Turbo Drive L25106-001 1 TB, SATA-3, TLC L25109-001 512 GB, PCIe, NVMe, TLC L25105-001 512 GB, Z Turbo Drive L25108-001 512 GB, PCIe, NVMe, self-encrypting drive, Opal 2, TLC L25104-001 256 GB, Z Turbo Drive L25107-001 256 GB, PCIe, NVMe, TLC L25101-001 256 GB, PCIe, NVMe, self-encrypting drive, Opal 2, TLC L25100-001 256 GB, SATA-3, self-encrypting drive, Opa
Reverse this procedure to reassemble and install the solid-state drive.
Hard drive NOTE: The hard drive spare part kit does not include the hard drive bracket or cable.
3. Remove the hard drive from the computer (4). 4. To remove the hard drive bracket and connector, pull the connector away from the hard drive (1). 5. Remove the four Phillips M3.0×3.0 screws (2) that secure the bracket to the hard drive. 6. Pull the bracket away from the sides of the hard drive to remove it (3). Reverse this procedure to reassemble and install the hard drive.
Card reader board Description Spare part number Card reader board L25225-001 Card reader board cable L20330-001 Before removing the card reader 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.
Fans Description Spare part number Fan for use over system processor (CPU) L25224-001 Fan for use over graphics processor (VGA) L25223-001 NOTE: To properly ventilate the computer, allow at least 7.6 cm (3.0 in) of clearance on the left side of the computer. The computer uses an electric fan for ventilation. The fan is controlled by a temperature sensor and is designed to turn on automatically when high temperature conditions exist.
5. Remove the fans from the computer (5). Reverse this procedure to install the fans.
Heat sink NOTE: The heat sink spare part kit includes replacement thermal materials. Description Spare part number Heat sink for use in models with discrete graphics memory L25086-001 Heat sink for use in models with UMA graphics memory L25085-001 Thermal pad kit L25230-001 Before removing the heat sink, 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.
3. Each time the heat sink is removed, thoroughly clean the thermal material from the system board components (1)(3) and the associated surfaces of the heat sink (2)(4). Replacement thermal material is included with the heat sink and system board spare part kits. Reverse this procedure to install the heat sink.
TouchPad board Description Spare part number TouchPad board L29290-001 TouchPad bracket L20331-001 TouchPad board cable (includes Mylar) L20332-001 Before removing the TouchPad 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.
USB board and security bracket Description Spare part number USB board L25088-001 USB board cable L30368-001 Security bracket L20353-001 Before removing the USB board and security 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.
5. Rotate the back of the board up and pull it away from the side of the computer to remove it (6). Reverse this procedure to install the USB board and security bracket.
Audio board Description Spare part number Audio board L25087-001 Audio board cable L20328-001 Before removing the audio board and security 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.
Fingerprint reader module Description Spare part number Fingerprint reader module L25098-001 Fingerprint reader module cable L25233-001 Before removing the fingerprint reader 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. Disconnect all external devices connected to the computer. 3.
Power button board Description Spare part number Power button board (includes rubber and thermal grease) L30366-001 Power button board cable (includes thermal pad kit and thermal grease) L20352-001 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.
System board NOTE: The system board spare part kit includes replacement thermal materials.
(3): TouchPad cable (ZIF) (4): Audio board cable (ZIF) (5): Fingerprint reader cable (ZIF) (6): Display cable (ZIF) (7): Speaker cable 62 2. Remove the eight Phillips M2.0×3.0 screws (1) that secure the system board to the computer. 3. Remove the Phillips M2.0×5.0 screw (2) that secures the system board to the computer.
4. Rotate the interior side of the board upward (1), and then disconnect the USB board cable (2) and the card reader board cable (3) from the ZIF connectors underneath the system board. Reverse this procedure to install the system board.
Speakers Description Spare part number Speakers (include thermal grease) L25229-001 Before removing the speakers, 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.
Display assembly You can remove the display bezel, display panel, and camera module without removing the display assembly from the computer. For more information, see Display subcomponents (bezel, panel, camera) on page 31.You must remove the display assembly to remove the remaining subcomponents, as described in this section. Display subcomponent spare parts are listed at Display assembly subcomponents on page 21. Before removing the display assembly, follow these steps: 1. Shut down the computer.
2. 3. 66 To remove the display hinges: a. Remove the three Phillips broad head M2.5×3.0 screws (1) that secure each hinge to the display enclosure. b. Remove the display hinges (2). To remove the wireless antennas an cables, release the cables from the clips built into the side of the display enclosure, and then remove the antennas and cables.
4. To remove the display/camera cable, remove the cable from the clips built into the side of the display enclosure, and then remove the cable from the display enclosure.
5. Use the following image to determine proper cable routing around the left hinge for the camera/display cable and the wireless antenna cables. (1): Display/camera cable routing path (2): Antenna cable routing path 6. If replacing the display enclosure, be sure that the subcomponents (including the camera/microphone module, the antenna receivers, and all associated cables and hardware) are transferred to the new enclosure. Reverse this procedure to reassemble and install the display assembly.
Top cover/keyboard The top cover/keyboard spare part remains after all other spare parts have been removed. The top cover/keyboard spare part kit includes the keyboard, keyboard cable and the keyboard backlight cable. In this section, the first table provides the main spare part number for the keyboard. The second table provides the country codes. NOTE: All top cover/keyboard spare part kits include thermal grease and keyboard connector Mylar.
70 Chapter 5 Removal and replacement procedures for Authorized Service Provider parts
6 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 72 Major/ minor code Error condition Notebook Caps Lock/Num Lock LED Desktop Action 2.
7 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.
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 7-4 Failure classification by hardware devices and mechanical 4. Display 5. I/O devices 6. Storage 7. Mechanical 1. Display anomalies on page 108 1. Keyboard on page 115 1. 1. 2. Dead pixel on page 111 Keyboard point stick on page 116 Fan error message - 90B on page 127 2. Hard drive/solid-state drive not recognized on page 124 2. 2. No boot to operating system (no read/write error) on page 124 Noise (sound) on page 128 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 132.
Table 7-6 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 87, 12. Test with verified working configuration (hardware and/or operating system) on page 88, 13. Replace the system board on page 88) 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 77). ● 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 85). 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 87) 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 108 section. 7.
Items Note Procedures 1. See 7. Status lights, blinking light codes, troubleshooting lights, and POST error messages on page 83 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 86) 3. Restore hardware to its original condition (i.e., bootable solid-state drive instead of hard drive). 4. Reseat suspected components and verify connection. 5.
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 79. 5. Remove or undo recently added hardware (5. Remove or uninstall recently added hardware, software on page 78). 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 85). 2. Perform soft reset (9. Soft reset (Default Settings) on page 86). 3. Update BIOS and drivers (4. Update BIOS and drivers on page 78). 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 83) 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 79), 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 85). 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 85). 2. Reset BIOS to default (9. Soft reset (Default Settings) on page 86). 3. Verify drive connection and flex cable. Reseat connection (10. Reseat cables and connections on page 86). 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 129) 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 78) 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.
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8 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.
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 151). ● Creating a restore point—You can use Windows tools to create a restore point (see Using Windows tools on page 151).
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 153. 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 155. 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.
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10 Using HP PC Hardware Diagnostics Using HP PC Hardware Diagnostics Windows (select products only) NOTE: Depending on the operating system preinstalled on your computer, HP PC Hardware Diagnostics may not be supported. 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.
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 a location on your computer or a USB flash drive. The tool is downloaded to the selected location.
Starting HP PC Hardware Diagnostics UEFI NOTE: For Windows 10 S computers, see Downloading HP PC Hardware Diagnostics UEFI to a USB flash drive on page 159. To start HP PC Hardware Diagnostics UEFI, follow these steps: 1. Turn on or restart the computer, and quickly press esc. 2. Press f2. The BIOS searches three places for the diagnostic tools, in the following order: a.
1. Go to http://www.hp.com/support. 2. Enter the product name or number, select your computer, and then select your operating system. 3. In the Diagnostics section, follow the on-screen instructions to select and download the specific UEFI Diagnostics version for your computer. Using Remote HP PC Hardware Diagnostics UEFI settings (select products only) Remote HP PC Hardware Diagnostics UEFI is a firmware (BIOS) feature that downloads HP PC Hardware Diagnostics UEFI to your computer.
● Set a location for storing the test results. You can also set the user name and password settings used for uploads. ● Display status information about the diagnostics run previously. To customize Remote HP PC Hardware Diagnostics UEFI settings, follow these steps: 1. Turn on or restart the computer, and when the HP logo appears, press f10 to enter Computer Setup. 2. Select Advanced, and then select Settings. 3. Make your customization selections. 4.
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11 Specifications Computer specifications Metric U.S. Depth 256.5 mm 10.10 in Width 365.0 mm 14.37 in Height 25.4 mm 1.00 in 52.5 WHr battery 2142 g 4.72 lb 70 WHr battery 2180 g 4.81 lb Dimensions Weight Input power Operating voltage and current 19.5 V dc @ 3.33 A – 65 W 19.5 V dc @ 2.
39.6-cm (15.6-in) display specifications Metric U.S. Active diagonal size 39.6-cm 15.6-in Resolution 1920x1080 (FHD) 3840x2160 (UHD) Surface treatment Anti glare BrightView Brightness 220 nits or 250 nits (FHD) 340 nits (UHD) Viewing angle UWVA Backlight WLED Graphics adapter eDP (FHD) eDP+NVSR (UHD) Thickness 164 Chapter 11 Specifications 3.
Hard drive specifications 2-TB* 1-TB* 500-GB* Height 9.5 mm 9.5 mm 7.0 mm Length 100.4 mm 100.4 mm 100.6 mm Width 69.9 mm 69.9 mm 70.1 mm Weight 130.0 g 107.0 g 92.0 g Interface type SATA SATA SATA Synchronous (maximum) 300 MB/sec 300 MB/sec 300 MB/sec Security ATA security ATA security ATA security Single track 2.0 ms 2.
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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, 0.75mm2 or 1.25mm2 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, 0.75mm2 conductor size.
170 Chapter 12 Power cord set requirements
13 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? (present only in select Elite or Z models. For more information, go to http://www.hp.com/ support. Select Find your product, and then follow the onscreen instructions.) What is the purpose of this memory? How is data input into this memory? How is this memory write-protected? Engine Code, Settings, Provisioning Data and iAMT third-party data store.
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.
6. 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. Select Main, select Save Changes and Exit, and then follow the on-screen instructions. How can the Custom Secure Boot Keys be reset? Secure Boot is a feature to ensure that only authenticated code can start on a platform.
14 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.
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Index A action keys airplane mode 15 help 14 identifying 13, 14 keyboard backlight 14 mute 14 next track 14 pause 14 play 14 privacy screen 14 screen brightness 14 speaker volume 14 stop 14 switch screen image 14 using 14 wireless 14 airplane mode key 15 antenna illustrated 22 antennas removing 66, 67 audible codes 71 audio adjusting volume 14 audio board removing 58 spare part number 18 audio, product description 3 audio-out (headphone)/audio-in (microphone) combo jack, identifying 7 B backup, creating 151
flashing LEDs 71 fn key, identifying 13 G Get Help in Windows 10 action key 14 graphics, product description 1 grounding guidelines 28 guidelines equipment 30 grounding 28 packaging 29 transporting 29 workstation 29 H hard drive illustrated 18, 23 precautions 28 removing 48 specifications 165 hard drive bracket illustrated 18, 23 hard drive brackets removing 49 hard drive cable illustrated 18, 23 HD camera board removing 33 HD camera module removing 32 HDMI port 7 heat sink removing 53 heat sink assembly il
power cord requirements for all countries 167 requirements for specific countries and regions 168 set requirements 167 power light 8 power lights, identifying 11 power requirements 4 primary storage, 2.5 inch product description 2 primary storage, M.
volume adjusting 14 mute 14 W Windows backup 151 recovery media 151 system restore point 151 Windows key, identifying 13 Windows tools, using 151 wireless action key 14 wireless antenna illustrated 22 wireless antennas removing 66, 67 wireless certification label 16 wireless, product description 3 WLAN antennas, identifying 9 WLAN device 16 WLAN label 16 WLAN module illustrated 20 removing 42 workstation guidelines 29 182 Index
