HP ZBook 15 G5 Mobile Workstation Maintenance and Service Guide
© 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, Core, Thunderbolt, and Xeon are trademarks of Intel Corporation or its subsidiaries in the U.S. and/or other countries. Windows is either a registered trademark or trademark of Microsoft Corporation in the United States and/or other countries. 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 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 .................................................................................................................................................. 8 Locating hardware .................................................................................................................................................
Workstation guidelines ........................................................................................................................................ 39 Equipment guidelines .......................................................................................................................................... 40 5 Removal and replacement procedures for Customer Self-Repair parts ............................................................. 41 Component replacement procedures ....................
Manually updating BIOS and drivers ............................................................ 91 Remotely deploying BIOS and drivers .......................................................... 91 Analyze the issue ............................................................................................................................... 91 5. Remove or uninstall recently added hardware, software .......................................... 91 6. HP Hardware Diagnostics and Tools ..........................
Blinking lights ............................................................................................................... 113 Diagnostics error messages ......................................................................................... 114 BIOS password .............................................................................................................. 115 Performance (OS) .................................................................................................................
No boot to operating system (no read/write error) ..................................................... 140 Read-write error ........................................................................................................... 141 Slow performance ......................................................................................................... 141 Blue screen (BSOD) error .............................................................................................. 141 Noisy hard drive .......
Determining the BIOS version ...................................................................................... 163 Downloading a BIOS update ......................................................................................... 164 Changing the boot order using the f9 prompt ................................................................................ 165 TPM BIOS settings (select products only) ......................................................................................................
Index ...........................................................................................................................................................
xii
1 Product description Category Description Product Name HP ZBook 15 G5 Mobile Workstation Processors 8th Generation Intel® Core™ processors ● Intel Core i7-8850H 2.6 GHz (turbo up to 4.3 GHz) processor (2133-MHz front-side bus (FSB), 9 MB L3 cache, 45 W) ● Intel Core i7-8750H 2.2 GHz (turbo up to 41. GHz) processor (2133-MHz FSB, 9 MB L3 cache, 45 W) ● Intel Core i5-8400H 2.5 GHz (turbo up to 4.2 GHz) processor (2133-MHz FSB, 8 MB L3 cache, 45 W) ● Intel Core i5-8300H 2.3 GHz (turbo up to 4.
Category Description Panel 39.6 cm (15.
Category Description 256 GB PCIe SSD (NVMe), MLC, HP Z Turbo Drive 256 GB PCIe SSD (NVMe), TLC 256 GB PCIe SSD (NVMe) TLC Opal 2 Secondary M.2 M.
Category Description HP Clear Sound Amp Discrete amp Skype® for Business Certification Dual array microphone World-facing microphone HD 720p webcam IR/RGB HD camera Camera privacy shutter Intel SST Audio Support for no webcam option Ethernet Intel I219-LM 10/100/1000 Ethernet, with iAMT S3/S4/S5 wake on LAN *The following support S3/S5 wake on LAN/HBMA (via out of band): HP Elite USB-C Dock G3, HP USB-C Dock G4, HP USB-C Universal Dock, HP Thunderbolt Dock 120 W, and HP USB-C Mini Dock.
Category Description WWAN cards are compatible with a programmable, removable eSIM Support for the following WWAN formats: ● HP lt4132 LTE/HSPA+ 4G Mobile Broadband Module ● Intel XMM 7360 LTE-Advanced Near-Field Communication (NFC) NFC antenna (select products only) Supports No NFC option Support for the following NFC formats: NFC Mirage WNC XRAV-1 (NXP NPC300 12C 10 mm × 17 mm) External media cards Integrated SD UHS-II flash media slot (Realtek)—supports SD, SDHC, SDXC Ports ● Multi-Pin power con
Category Description ● 150 W HP Smart Adapter, slim 3-wire plug (with ground pin), C5, 1.0 m Support for the following batteries ● 4-cell, HP Long Life Polymer 90 WHr (5.83 Ah) Fast charge supported Security Support security lock Trusted platform module (TPM) 2.
Category Description ● Battery (system) ● Memory modules ● M.
2 Components Your computer features top-rated components. This chapter provides details about your components, where they're located, and how they work. Locating hardware To find out what hardware is installed on your computer: ▲ Type device manager in the taskbar search box, and then select the Device Manager app. A list displays all the devices installed on your computer. For information about system hardware components and the system BIOS version number, press fn+esc (select products only).
Right Component Description (1) Smart card reader Supports optional smart cards. (2) 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 Connect a display device that has a USB Type-C connector, providing DisplayPort output. NOTE: Your computer may also support a Thunderbolt docking station. NOTE: Cables and/or adapters (purchased separately) may be required. (6) Power connector Connects an AC adapter. (7) Battery light When AC power is connected: ● White: The battery charge is greater than 90 percent. ● Amber: The battery charge is from 0 to 90 percent. ● Off: The battery is not charging.
Left Component (1) Description Security cable slot Attaches an optional security cable to the computer. NOTE: The security cable is designed to act as a deterrent, but it may not prevent the computer from being mishandled or stolen. (2) RJ-45 (network) jack/status lights Connects a network cable. ● Green (left): The network is connected. ● Amber (right): Activity is occurring on the network.
Display Component Description (1) WLAN antennas* Send and receive wireless signals to communicate with wireless local area networks (WLANs). (2) WWAN antennas* Send and receive wireless signals to communicate with wireless wide area networks (WWANs). (3) Internal microphones Record sound. (4) Camera (select products only) Allows 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) Pointing stick Moves the pointer on the screen. (2) Left pointing stick button Functions like the left button on an external mouse. (3) Center pointing stick button Functions like the center button on an external mouse. (4) TouchPad zone Reads your finger gestures to move the pointer or activate items on the screen. (5) Center TouchPad button Functions like the center button on an external mouse.
Component Description For wireless regulatory notices, see the section of the Regulatory, Safety, and Environmental Notices that applies to your country or region. To access this guide: 1. Type support in the taskbar search box, and then select the HP Support Assistant app. ‒ or – Click the question mark icon in the taskbar. 2. 14 Select My Notebook, select the Specifications tab, and then select User Guides.
Lights Component (1) Description Power light ● On: The computer is on. ● Blinking: The computer is in the Sleep state, a power-saving state. The computer shuts off power to the display and other unneeded components. ● Off: The computer is off or in Hibernation. Hibernation is a power-saving state that uses the least amount of power. (2) Caps lock light On: Caps lock is on, which switches the key input to all capital letters. (3) Fn lock light On: The fn key is locked.
Component 16 Description (9) Call end light On: Call end is on. (10) Num lk light On: Num lock is on.
Buttons, speakers, and fingerprint reader Component (1) Description Power button ● When the computer is off, press the button to turn on the computer. ● When the computer is on, press the button briefly to initiate Sleep. ● When the computer is in the Sleep state, press the button briefly to exit Sleep. ● When the computer is in Hibernation, press the button briefly to exit Hibernation. CAUTION: Pressing and holding down the power button results in the loss of unsaved information.
Special keys Component Description (1) esc key Displays system information when pressed in combination with the fn key. (2) fn key Executes frequently used system functions when pressed in combination with another key. Such key combinations are called hot keys. See Hot keys (select products only) on page 21. (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 19.
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 18. ▲ 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. NOTE: To quickly turn on the highest privacy setting, press fn+p.
Icon Description Turns the wireless feature on or off. NOTE: A wireless network must be set up before a wireless connection is possible. Turns the TouchPad and TouchPad light on and off. 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 the monitor.
Hot keys (select products only) A hot key is the combination of the fn key and another key. To use a hot key: ▲ Press the fn key, and then press one of the keys listed in the following table. Key Description C Turns on scroll lock. E Turns on the insert function. R Breaks the operation. S Sends a programing query. W Pauses the operation.
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) 22 Chapter 2 Components Service door release latch and security screw Releases the service door after removing the security screw.
Cover Component Description Internal Microphones (2) Record sound Cover 23
Labels The labels affixed to the computer provide information you may need when you troubleshoot system problems or travel internationally with the computer. Labels may be in paper form or imprinted on the product. IMPORTANT: Check the following locations for the labels described in this section: the bottom of the computer, inside the battery bay, under the service door, on the back of the display, or on the bottom of a tablet kickstand.
Component (3) Serial number (4) Warranty period ● Regulatory label(s)—Provide(s) regulatory information about the computer. ● Wireless certification label(s)—Provide(s) information about optional wireless devices and the approval markings for the countries or regions in which the devices have been approved for use.
3 Illustrated parts catalog Computer major components 26 Chapter 3 Illustrated parts catalog
Item Component (1) Display assembly (Touch screen; UHD; UWVA) (2) Spare part number Without webcam and with privacy screen L30384-001 With webcam L30385-001 With webcam and IR camera L30386-001 Display assembly (Non-touch; UHD, UWVA) For more display assembly spare part information, see Display assembly subcomponents on page 29.
Item Component Spare part number (12) Power button board (includes cable) L28705-001 (13) System board (includes battery connector bracket and replacement thermal material) All system boards use the following part numbers: xxxxxx-001: Windows 7 or non-Windows operating systems xxxxxx-601: Windows 10 operating system Equipped with an Intel Core i7-8850H processor and NVIDIA Quadro P1000 graphics L28693-xxx Equipped with an Intel Core i7-8750H processor and NVIDIA Quadro P1000 graphics L28692-xxx E
Item Component Spare part number Macan ME906S LTE w/GPS M.2 845710-003 HP lt4120 LTE/HSPA+ w/GPS M.
Item (2) Component Spare part number Models with a webcam, black L31322-001 Models with a webcam and IR camera, white L28737-001 Models with a webcam and IR camera, black L31323-001 Display panel FHD UWVA L30381-001 FHD UWVA with webcam L30382-001 UHD UWVA L30383-001 (3) Display hinges (includes left and right hinges) L28703-001 (4) Display/IR camera cable L28735-001 (5) IR camera module L32741-001 The webcam shutter assembly is available using spare part number L31319-001.
Bracket Kit Item Component Spare part number Bracket Kit, includes: L28721-001 (1) USB Type-C bracket (2) EDP bracket (display cable bracket) (3) DDR cage shielding (4) Fingerprint reader bracket (5) Hard drive bracket Bracket Kit 31
Cable Kit Item 32 Component Spare part number Cable Kit, includes: L28710-001 (1) TouchPad cable (2) NFC cable (3) Fingerprint reader cable Chapter 3 Illustrated parts catalog
Plastics Kit Item Component Spare part number Plastics Kit, includes: L28722-001 (1) SD card blank (2) Fingerprint reader blank Plastics Kit 33
Mass storage devices Item Component (1) Solid-state drive, M.2 2 TB, PCIe NVMe TLC L28728-001 1 TB PCIe NVMe TLC L28724-001 512 GB PCIe NVMe TLC L28730-001 512 GB PCIe NVMe SED Opal2 TLC L28729-001 512 GB SATA-3 FIPS TLC L28731-001 256 GB PCIe NVMe TLC L28726-001 256 GB PCIe NVMe SED Opal2 TLC L28725-001 256 GB SATA-3 FIPS TLC L28727-001 16 GB I/O L28723-001 (2) Hard drive bracket, available in the Bracket Kit L28721-001 (3) Hard drive/solid-state drive 7.
Item Component Spare part number ● 2 TB, 5400 rpm, RAW 912487-850 ● 1 TB, 7200 rpm, RAW L06427-850 ● 1 TB, 5400 rpm, hybrid 8 GB 924036-850 ● 500 GB, 7200 rpm, RAW 703267-001 ● 500 GB, 5400 rpm, RAW, hybrid 8 GB 732000-001 ● 500 GB, 7200 rpm, RAW, FIPS 820572-001 500 GB, 7200 rpm, RAW, SED 820573-001 Miscellaneous parts Component Spare part number AC adapter 150-W HP Smart adapter (slim, 4.
Component Spare part number WLAN 36 Intel Dual Band Wireless-AC 9560 L32650-001 Intel Dual Band Wireless-AC 9560 (non-vPro) L32652-001 Screw Kit L28720-001 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: ● Flat-bladed screwdriver ● Magnetic screwdriver ● Phillips P0 and P1 screwdrivers ● Non-conductive plastic prying tool (such as a 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 Customer Self-Repair parts NOTE: The Customer Self-Repair program is not available in all locations. Installing a part not supported by the Customer Self-Repair program may void your warranty. Check your warranty to determine if Customer Self-Repair is supported in your location. Component replacement procedures NOTE: Please read and follow the procedures described here to access and replace Customer Self-Repair parts successfully.
4. Lift the service door away from the computer to remove it (4). Reverse this procedure to install the service door.
Battery Description Spare part number 4-cell, 90 WHr, 5.85 AHr, li-ion battery L05766-855 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. 4.
Solid-state drive (M.2) Description Spare part number 2 TB, PCIe NVMe TLC L28728-001 1 TB PCIe NVMe TLC L28724-001 512 GB PCIe NVMe TLC L28730-001 512 GB PCIe NVMe SED Opal2 TLC L28729-001 512 GB SATA-3 FIPS TLC L28731-001 256 GB PCIe NVMe TLC L28726-001 256 GB PCIe NVMe SED Opal2 TLC L28725-001 256 GB SATA-3 FIPS TLC L28727-001 16 GB I/O L28723-001 Before removing the solid-state drive, follow these steps: 1. Turn off the computer.
Hard drive NOTE: The hard drive spare part kit does not include the hard drive bracket or screws. These components are included in the Hard Drive Hardware Kit, spare part number L28721-001.
2. Lift the quick release tab, and then remove the hard drive from the computer (2). 3. If it is necessary to disassemble the hard drive, perform the following steps: a. Remove the four Phillips PM3.0×3.0 screws (1) that secure the hard drive bracket to the hard drive. b. Remove the hard drive bracket from the hard drive (2). The hard drive bracket and screws are available in the Hard Drive Hardware Kit, spare part number L28721-001. Reverse this procedure to install the hard drive.
WWAN module Description Spare part number HP lt4120 LTE/HSPA+ w/GPS M.2 L15398-001 Macan ME906S LTE w/GPS M.2 845710-003 CAUTION: To prevent an unresponsive system, replace the wireless module only with a wireless module authorized for use in the computer by the governmental agency that regulates wireless devices in your country or region. If you replace the module and then receive a warning message, remove the module to restore device functionality, and then contact technical support.
NOTE: If the WWAN antenna cables are not connected to the terminals on the WWAN module, protective sleeves should be installed on the antenna connectors, as shown in the following illustration. Reverse this procedure to install the WWAN module.
WLAN module Description Spare part number Intel Dual Band Wireless-AC 9560 L32650-005 Intel Dual Band Wireless-AC 9560 (non-vPro) L32652-005 CAUTION: To prevent an unresponsive system, replace the wireless module only with a wireless module authorized for use in the computer by the governmental agency that regulates wireless devices in your country or region.
Memory module Description Spare part number For use in models with Intel Core or Xeon processors 16 GB 937438-850 8 GB 937236-850 4 GB L10598-850 For use in models with Intel Xeon processors 16 GB L24981-001 8 GB L24983-001 Update BIOS before adding memory modules Before adding new memory, make sure you update the computer to the latest BIOS. CAUTION: Failure to update the computer to the latest BIOS prior to installing new memory may result in various system problems. To update BIOS: 1.
2. Remove the memory module (2) by pulling the module away from the slot at an angle. Reverse this procedure to install a memory module. NOTE: Memory modules are notched to prevent incorrect installation.
6 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. Component replacement procedures This chapter provides removal and replacement procedures for Authorized Service Provider only parts. There are as many as 68 screws that must be removed, replaced, and/or loosened when servicing the computer.
Keyboard In this section, the first table provides the main spare part number for the keyboards. The second table provides the country codes.
2. Partially open the computer. 3. Rest and secure the computer on its left side. 4. Insert a thin, non-conductive tool into the keyboard release hole near the vent, and then press on the back of the keyboard until the keyboard disengages from the computer. 5. Turn the computer right-side up, with the front toward you. 6. Open the computer as far as it will open. 7. Lift the rear edge of the keyboard and swing it up and forward until it rests upside down on the palm rest (1). 8.
11. Remove the keyboard (5). Reverse this procedure to install the keyboard. Bottom cover Description Spare part number Bottom cover L28709-001 Before removing the bottom cover, 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.
3. Remove the nine Torx 2.5x6.5 screws (1) that secure the bottom cover to the computer. 4. Remove the four Torx 2.5x6.5 screws from the rear edge of the bottom cover (2). 5. Remove the three Torx 2.5x2.5 screws from the bottom cover (2). 6. Lift the bottom cover off the computer (3). Reverse this procedure to install the bottom cover.
TouchPad module Description Spare part number TouchPad module L30663-001 TouchPad DreamColor module L28745-001 The TouchPad module cable is available in the Cable Kit using spare part number L28710-001. Before removing the TouchPad 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.
5. Lift the TouchPad module up (2), and remove it and the cables from the computer (3). Reverse this procedure to install the touchpad module.
Smart card reader Description Spare part number Smart card reader (includes cable) Not spared Before removing the smart card reader, 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.
NFC module Description Spare part number NFC module L02249-001 Before removing the NFC module, follow these steps: 1. Turn off the computer. If you are unsure whether the computer is off or in Hibernation, turn the computer on, and then shut it down through the operating system. 2. Disconnect the power from the computer by unplugging the power cord from the computer. 3. Disconnect all external devices from the computer. 4. Remove the service door (see Service door on page 41). 5.
Fans Description Spare part number Fan for use over the processor L28712-001 Fan for use over the graphics card L28713-001 Before removing the fan, 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.
2. 62 To remove the graphics board fan (right in following image): a. Remove the two Phillips 2.5x2.5 screws securing the display cable bracket (1), remove the display cable bracket (2), disconnect the display cable (3), disconnect the webcam module cable (4), and then remove the display cables from the clips in the fan (5). b. Disconnect the fan cable from the system board (1). c. Loosen the three captive Phillips screws that secure the fan to the computer (2). d.
Reverse this procedure to install the fan.
Heat sink assembly NOTE: Only remove the heat sink from the system board if its removal is required to remove other components. It is preferred to leave the heat sink connected to the system board when possible to preserve the thermal materials used between the heat sink and system board. Removal of the heat sink requires reapplication of this thermal material. NOTE: The heat sink assembly spare part kit includes replacement thermal material.
b. Remove the fan/heat sink assembly (2). NOTE: Due to the adhesive quality of the thermal material located between the fan/heat sink assembly and the system board components, it may be necessary to move the heat sink assembly from side to side to detach it. 2. On models with UMA graphics memory: a. Following the (1) through (4) sequence stamped into the processor heat sink, loosen the four Phillips captive screws that secure the processor heat sink to the system board (1). b.
● On models with discrete graphics memory, thermal pads are used on the processor (1) and the graphics board (3) and the heat sink sections (2) and (4) that service them. ● On models with UMA graphics memory, thermal pads are used on the processor (1) and the heat sink section (2) that services it Reverse this procedure to install the heat sink assembly. System board NOTE: The system board spare part kit includes battery connector bracket and replacement thermal material.
Description Spare part number System board equipped with an Intel Core i7-8850H processor and NVIDIA Quadro P1000 graphics L28693-xxx System board equipped with an Intel Core i7-8750H processor and NVIDIA Quadro P1000 graphics L28692-xxx System board equipped with an Intel Core i5-8400H processor and NVIDIA Quadro P1000 graphics L28691-xxx System board equipped with an Intel Core i5-8300H processor and NVIDIA Quadro P1000 graphics L28690-xxx System board equipped with an Intel Xeon E-2186M process
● Solid-state drive (see Solid-state drive (M.2) on page 44) ● WLAN module (see WLAN module on page 49) ● WWAN module (see WWAN module on page 47) ● Memory modules (see Memory module on page 50) Remove the system board: 1. Disconnect any remaining cables from the system board: (1) Speaker cable (2) Power button board cable (3) TouchPad cable (4) Touchpad cable (5) NFC module cable (6) Smart card reader cable (7) Fingerprint reader cable 2. 68 If present, eject the memory card reader blank (1).
3. Remove the eight Phillips PM2.5×2.5 screws securing the system board to the top cover (2). 4. Lift up on the right side of the system board (1) until it rests at an angle. 5. Remove the system board (2) by sliding it up and to the right.
6. When you remove the screw through the USB Type-C bracket to remove the system board (1), the USB Type-C bracket is then unsecured and can be removed after the system board is removed (2). The USB Type-C bracket is available in the Bracket Kit, spare part number L28721-001. Reverse this procedure to install the system board. RTC battery Description Spare part number RTC battery, CR 2032 3 V Not spared Before removing the RTC battery, follow these steps: 1. Turn off the computer.
2. Pry the RTC battery away from the computer (2). 3. Remove the RTC battery and cable. Reverse this procedure to install the RTC battery.
Memory module Description Spare part number For use in models with Intel Core or Xeon processors 16 GB 937438-850 8 GB 937236-850 4 GB L10598-850 For use in models with Intel Xeon processors 16 GB L24981-001 8 GB L24983-001 Update BIOS before adding memory modules Before adding new memory, make sure you update the computer to the latest BIOS. CAUTION: Failure to update the computer to the latest BIOS prior to installing new memory may result in various system problems. To update BIOS: 1.
2. Spread the retaining tabs (1) on each side of the memory module slot to release the memory module. (The memory module tilts up.) 3. Remove the memory module (2) by pulling the module away from the slot at an angle. Reverse this procedure to install a memory module. NOTE: Memory modules are notched to prevent incorrect installation.
Speakers Description Spare part number Speakers (includes cable) L28719-001 Before removing the 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. Remove the service door (see Service door on page 41). 5.
Fingerprint reader board Description Spare part number Fingerprint reader board L28662-001 The fingerprint reader bracket is available in the Bracket Kit, spare part number L28721-001. The fingerprint reader cable is available in the Cable Kit, spare part number L28710-001. 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.
3. Remove the fingerprint reader board (3) Reverse this procedure to install the fingerprint reader board.
Power button board Description Spare part number Power button board L28705-001 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.
Display assembly NOTE: Touch display assemblies are spared as a whole unit assemblies only. Non-touch display assemblies are spared at the subcomponent level and as whole units.
4. Separate the display from the computer (3). 5. If it is necessary to replace the display assembly subcomponents: a. Flex the inside edges of the top edge (1), the left and right sides (2), and the bottom edge (3) of the display bezel until the bezel disengages from the display enclosure.
b. Remove the display bezel. The display bezel is available using the following spare part numbers: L28738-001: Models without a webcam, white L31324-001: Models without a webcam, black L28736-001: Models with a webcam, white L31322-001: Models with a webcam, black L28737-001: Models with a webcam and IR camera, white L31323-001: Models with a webcam and IR camera, black 6. If it is necessary to replace the display panel: a. 80 Remove the four Phillips 2.5×2.
CAUTION: Before turning the display panel upside down, make sure the work surface is clear of tools, screws, and any other foreign objects. Failure to follow this caution can result in damage to the display panel. b. Lift the top edge of the display panel (1) and swing it up and forward until it rests upside down in front of the display enclosure. c. Release the adhesive strip that secures the display panel cable connector to the rear of the display panel (2). d.
b. Disconnect the cable (2) from the webcam/microphone module. The webcam/microphone module is available using spare part number L32740-001. 8. If it is necessary to replace the IR camera module: CAUTION: Handle the IR module with caution. These modules have a thin profile and are susceptible to damage when not handled carefully. a. Detach the IR camera module (1) from the display enclosure and remove it from the display enclosure.
9. If it is necessary to remove the ambient light sensor board, disconnect the cable from the board (1), and then lift upward to remove the board from the display (2). The ambient light sensor board is available using spare part number L28741-001. 10. If it is necessary to replace the display hinges: ▲ Remove the eight Phillips PM2.5×2.5 screws (1), and then remove the display hinges from the enclosure (2).
b. Remove the cables from the enclosure (2). The display cable is available using spare part number L28735-001. 12. If it is necessary to replace the WLAN antennas, release the WLAN antenna cables from the routing channels built into the display enclosure (1), and then lift the cables from the display enclosure (2).
13. If it is necessary to replace the WWAN antennas, release the WWAN antenna cables from the routing channels built into the display enclosure (1), and then lift the cables from the display enclosure (2). The WWAN antennas are available using spare part number L28740-001 14. If it is necessary to replace the camera/ambient light sensor cable, release the camera/ambient light sensor cable from the routing channels built into the display enclosure (1), and then lift the cable from the display enclosure (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.
6. Storage 7. Mechanical A single symptom can be listed under different groups. For example, No Video can belong to (1) Power-on or (4) Display; but Flickering when powered should be listed in (4) Display. Or, in another example, a blue screen can be caused by a driver conflict in Performance (4), but it can also be caused by a defective hard drive under (6) Storage. 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 124 1. Keyboard on page 130 1. 1. Fans on page 61 2. Dead pixel on page 126 Keyboard point stick on page 131 2. 2. Noise (sound) on page 144 3. No video (internal) on page 126d 3. Keyboard backlight on page 131 3. Fan runs constantly on page 145 4.
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 148.
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.
Example Description Troubleshooting LEDs diagram These lights should be visible after removing the service door or bottom cover. Consult with support for platform-specific locations of the lights. ● Example: System board is good. Lights that turn on briefly (< 1 second) and immediately turn off indicate normal function. In this case, system (3.3V), power good (3.3V), and system reset (3.3V) are all good and troubleshooting lights should not be lit.
● Example: System board needs replacement. When (1) system 3.3V exists, but one power rail is bad then (2) power good is low (0V), and troubleshooting lights will turn on. After you press the system power button, troubleshooting lights will turn on for 5 seconds and turn off. The system external lights will not light up. Follow general troubleshooting steps (i.e., remove recently added hardware, test with minimum configuration, etc.) prior to replacing the system board. Resolve the issue 8.
Before performing a hard reset, you must disconnect or remove all peripheral devices. You should start and test the computer by itself, and if the problem is not resolved, reconnect one peripheral device at a time. To resolve the startup or operational problem, run HP Support Assistant, or manually install all updated drivers from Microsoft and HP. Before beginning, turn the computer over and look for a battery compartment door (service door).
10. Reseat cables and connections NOTE: Before disassembling the computer to reseat cables and connections, always disconnect power and remove the battery or disconnect a non removable battery. Many problems are caused by improper connections or loose connections due to abnormal movement and vibration. See Cable management on page 159 and Connector types on page 160 for suggested cable management practices when removing and installing components.
If none of the steps above resolve the issue, start the computer with essential hardware only. The purpose is to remove as much as hardware as possible while still maintaining the computer’s ability to turn on. This essential configuration is often used to troubleshoot power-on related issues, such as no-boot, reboot, and freezing issues. The essential hardware consists of the following: ● System board ● AC adapter (unplug nonremovable battery or remove battery) ● Processor (and heat sink/fan).
13. Replace the system board The system board may be replaced only by authorized service providers. This should not be considered an initial step taken to resolve an issue. Review and perform all steps discussed previously before replacing the system board. 4. Update BIOS and drivers on page 91, 7. Status lights, blinking light codes, troubleshooting lights, and POST error messages on page 96, 8. Hard reset on page 100, and 9. Soft reset (Default Settings) on page 101, and/or 10.
Helpful Hints After you become familiar with the general troubleshooting steps above (General troubleshooting steps on page 87), follow the helpful hints below before running diagnostics and troubleshooting. At startup TIP: If you have installed an operating system other than the factory-installed operating system, go to http://www.hp.com/go/quickspecs and verify that it is supported on your system. 1. Be sure that the computer is plugged into a working AC outlet. 2.
9. If the screen is blank, confirm the display choice by pressing Windows logo + P and set to screen only. Or plug an external monitor into a different video port on the computer if one is available and close the computer lid. 10. Verify that the latest version of BIOS, drivers, and software are installed. A new release might support new features or fix the problem. 11. Press the caps lock and/or num lock key.
Items Procedures Troubleshooting steps Perform quick check Remove all external devices, including docking station. Verify external power source (2. Examine the environment on page 90). Perform a hard reset (8. Hard reset on page 100). 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.
Items Procedures 4. To isolate faulty power connector cable and power button, technicians can short power-on pads/pins to power up the computer. Contact HP Engineering for this information. Verify blinking lights (7. Status lights, blinking light codes, troubleshooting lights, and POST error messages on page 96) 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.
Items Procedures The sections below are intended for authorized service providers/technicians. 1. Follow actions in No Power on page 106. a. Be sure that AC adapter has correct DC voltage. b. Verify battery - test with a confirmed working battery. c. Verify that power button is not stuck. d. Verify that power connector is not loose. e. Verify that Power Good LEDs are solid. f. Remedy loose connections and reseat major components (processor, memory, GPU, hard drive/solid-state drive, etc). 2.
Solution Tips and tricks 5. Inspect the power port on computer side for any damage, dust, debris. 6. Check power light (7. Status lights, blinking light codes, troubleshooting lights, and POST error messages on page 96). Rear power light indicates that external power to the computer is good. 7. If there is still no rear power light or no boot, replace the AC adapter. The HP Smart AC adapter has a special pin in the middle, called the ID pin, for power rating and throttling purpose.
Items Procedures Diagnostics: HP tools will report results such as passed, calibrate, weak, replace, no battery and unknown, and suggest corresponding actions. Use HP Hardware Diagnostics (UEFI) (6. HP Hardware Diagnostics and Tools on page 92) ● HP PC Hardware Diagnostics (UEFI) is a good tool to use to isolate and determine faulty battery, especially for quickly discharging (short life) battery. Use HP Support Assistant tools in Windows (HP Support Assistant (HPSA) on page 94) Tips and tricks 1.
Items Procedures 6. Tips and tricks Compare discharge time with a verified working battery (remove AC adapter) using Hardware Diagnostics (UEFI) > Hard Drive Tests > Extensive Test > Loop until error. To conserve battery power, turn off Wireless On-Off button and other peripherals/USB devices, applications, processes (in Task Manager) when not in use; also, reduce screen brightness. Follow HP instructions of how to maintain battery and increase battery life. Also reference http://support.hp.
Items Procedures Troubleshooting steps Quick check 1. Verify that system light activity is OK. 2. Remove all external devices, including docking station. Recently added hardware and/or applications may cause graphics driver conflict and result in loss of video. 3. Perform hardware reset (8. Hard reset on page 100) and verify that HP Logo is presented correctly on display screen when pressing F10. 4. Test with external monitor via VGA port (or DisplayPort, HDMI, etc).
Items Procedures Lights blink on keyboard caps lock/num lock keys Blinking lights on startup usually indicate a problem with basic functionality of a critical component (processor, BIOS, graphics cards, memory, etc.) due to loose connection, defective parts, or recently added parts. Troubleshooting steps Note 1. Check for any blink patterns. Count the number of blinks in a sequence, followed by a pause for a few seconds. 2. See Status, Blinking Lights, and Error Message (7.
BIOS password Items Procedures Symptoms Possible causes Some sections are unavailable (grayed out) BIOS administration password is required. Troubleshooting steps Reference 1. Review F10 BIOS Setup Overview to determine which features must be enabled. 2. Your BIOS settings may be managed by a BIOS administrator password setup. 3. If you lost or forgot user password, contact your IT personnel. 4. If you lost or forgot administrator password, contact HP service to reset the password.
Intermittent shutdown Items Procedures Symptoms Possible causes ● Shutdown during startup ● Shutdown during operation It is often difficult to troubleshoot an intermittent issue. Possible causes include the following: Power-related issue: defective or insufficient power sources, poor connection. OS Custom Setting: Energy Saver (Power Management). Thermal-related issue: thermal sensors reach limits. Hardware related issue: voltage, out-of-range current; electrical short. Troubleshooting steps 1.
Items Tips and tricks Procedures 2. Verify that lights are solid. 3. If shutdown is reproducible, test essential hardware configuration: a. If no issue with hardware configuration, reinstall one non essential component at a time to determine faulty hardware. b. If issue persists, replace essential hardware with a confirmed working part, one at a time. If no boot, replace system board. Intermittent issue is difficult to reproduce and troubleshoot.
● HP PC Hardware Diagnostics (UEFI) tool to test hard drive, memory and system. ● Thermal Monitor (available only to authorized service providers/technicians) tool to monitor temperature limits of processor and GPU. See “HP Thermal Monitor” in 6. HP Hardware Diagnostics and Tools on page 92. 5. Remove or undo recently added hardware (5. Remove or uninstall recently added hardware, software on page 91). 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 100). 2. Perform soft reset (9. Soft reset (Default Settings) on page 101). 3. Update BIOS and drivers (4. Update BIOS and drivers on page 91). a. Roll back to previous version may be necessary. b. Go to safe mode to install drivers. 4. Run Hardware Diagnostics (6.
Items Procedures 4. Consult with support. 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 96) is blinking (indicating Sleep state). Press power button to exit Sleep. 2.
Unresponsive Items Procedures Symptom Possible causes Unresponsive Program in use has stopped responding to commands. Troubleshooting steps 1. If possible, use the Windows Task Manager to isolate and terminate the offending process. 2. Attempt the normal Windows shutdown procedure. 3. Restart the computer using the power button. Slow performance Items Procedures Symptom Possible causes Slow performance when performing small tasks, or even in idle mode Processor is hot or hard drive is full.
HP Smart Adapter warning message Items Procedures Symptom Possible causes Warning message displayed in Window Less powerful AC adapter, BIOS out of date. Troubleshooting steps Note 1. Update BIOS that may contain a table that assigns an appropriate adapter for a certain configuration. 2. Update the latest HP Hotkey Support software from Drivers website. 3. Verify sufficient power source (where adapter is connected). 4.
Item Procedure 3. Verify that date and time are correct. Display Display anomalies The display panel is a field replaceable unit (FRU) and must be replaced by only authorized technicians. However, HP highly recommends that users and technicians observe specific symptom vs. generic symptoms and utilize the HP PC Hardware Diagnostics (UEFI) tool before any replacement.
Display anomalies Cracked screen Cracked image Blurred image Dead pixel Vertical lines Horizontal lines Quick check ● Visually examine the display for cracked screen, liquid crystal leak, dirty spots on glass, etc. ● Reset and update BIOS and docking firmware. ● Update operating system (OS), graphics/video drivers (Intel/AMD/NVidia, etc).
Display assembly diagram The display assembly diagram shows basic video components: system board, graphics cards, display cables, display connectors, operating system (OS), graphics driver, and LCD display panel. Any component or a combination of these components can contribute to a video issue. NOTE: The lid close switch is a Hall-effect sensor located in the top cover. When the display is closed, the sensor acts like a switch is closed.
No video (external) Items Procedures Symptom Possible causes No image on external monitor External monitor, resolution, display configuration, drivers. Troubleshooting steps 1. Be sure external monitor is compatible with the computer. 2. Be sure that external monitor is turned on. 3. Press any key to get out power saving mode. 4. Adjust the brightness of the monitor. 5. Test with a verified working monitor. 6. Test the monitor via internal ports (VGA, DP ports). 7.
No or bad external video via docking Items Procedures Symptoms Possible causes No or bad image on external monitor via ports of docking station (VGA, DP, TB, display port, etc.) Rooted from system board, software/drivers, dock connectors, docking station hardware/ firmware, dock video ports (DP, VGA, etc). Troubleshooting steps 1. Be sure that external monitor is powered on. 2. Be sure that external monitor is compatible with the computer. 3. If applicable, plug the dock in different Type-C ports.
Items Procedures Be sure that external display cables have good connection at both ends (system board and display panel). ● If moving cables affects the image, it is display cable. Test with a confirmed working cable. ● If moving cables does not affect the image, is display issue. Test with a confirmed working display Touch screen Items Procedures Symptoms Possible causes Unresponsive Dirt and smudge, driver, touch display configuration, power management.
I/O devices NOTE: ● Make sure external devices are supported and compliant (i.e., USB Type C, Thunderbolt 3, PCI Express, etc). ● If you have problems with external devices not provided by HP, contact device manufacturers for compatibility and latest drivers prior to troubleshooting (i.e., USB devices, Thunderbolt devices, PCI Express Card reader, VGA/Display/HDMI monitors, Speakers, etc).
Keyboard point stick Items Procedures Symptom Possible causes Point stick not working properly Dust trapped under point stick, loose point stick cap. Troubleshooting steps 1. Inspect any signs of dust, liquid spill that prevent point stick from working. 2. Check whether point stick cap is loose and reseat it if necessary. The sections below are intended for authorized service providers/technicians. 1.
TouchPad Items Procedures Symptoms Possible causes Not working properly On/Off enabled, driver, settings. (1) – TouchPad on/off button Troubleshooting steps (2) – TouchPad 1. Ensure TouchPad On/Off light is not amber (disabled). Double touch to enable. 2. Verify if TouchPad device is listed in Device Manager > Mice and other pointing devices. 3. Install the latest TouchPad driver. 4. Adjust TouchPad settings (Control Panel > Mouse). 5.
Items Procedures 7. Test with HP Support Assistant in Windows. 8. Diagnose with HP PC Hardware Diagnostics (UEFI) to isolate a hardware issue from a software issue. 9. Examine Ethernet ports on the computer, docking station, and wall for damage, dust, obstructions. 10. Update drivers: Verify that Ethernet module is displayed in Device Manager and be sure that device driver is up to date. If updating drivers does not help, try rolling back to previous drivers. 11.
Items Procedures In the example to the left, U-APSD support (Unscheduled Automatic Power Save Delivery) is changed to Disabled to resolve an incompatible access point. If disabling U-APSD improves the throughput issue, check with the access point provider for updated firmware that resolves the issue. 11. Test with verified working operating system or perform operating system recovery to verify that the issue is not caused by customized settings. 12. Test with a verified working wireless module.
USB Items Procedures Symptoms Possible causes ● USB devices are not recognized ● USB devices are not charging USB devices do not have the latest software drivers, port insufficient power, or not compliant. NOTE: Examples of USB device Not Recognized USB Type-C uses a different connector entirely Troubleshooting steps 1. Unplug USB device and/or restart the computer (wait for 2-5 minutes) to reset USB port/hub in case of power surge. 2. Soft Reset (9.
Smart card reader Items Procedures Symptoms Possible causes ● Not recognized Physical damage, incorrect insertion, dirt, driver, malfunctioning card reader. ● Unable to write NOTE: Some cards have a read/write security switch on the card. Make sure that switch is set to “write enabled” before attempting to write data to it. Card Reader Removal Policy Troubleshooting steps 1. Verify card reader removal policy. 2. Make sure there is no physical damage to the card. 3.
Speaker, headphone - audio issues Items Procedures Symptoms Possible causes ● No sound from external or internal speakers ● Distorted sound, too soft, too loud, intermittent Volume turned down, sound card not recognized, malfunctioning hardware, electronic interference. Troubleshooting steps 1. Remove any device connected to the Audio jack to enable the internal speaker. 2. Close all open programs. 3. Adjust volume by pressing Fn + F6/F7. Be sure that volume button light is not amber (mute).
Thunderbolt (TB) Items Procedures Symptom Possible causes Thunderbolt device not working BIOS, drivers, and user settings. Troubleshooting steps 1. Update to the latest BIOS and choose appropriate TB Port settings. 2. Reset User Account Settings to default. 3. Update Intel Thunderbolt software that includes firmware version (for TB controller), driver version (operating system driver), and application version. 4. Verify that TB device is detected in Windows Device Manager. 5.
Storage NOTE: ● Back up all critical data prior to drive troubleshooting. ● Prior to contacting support, HP recommends that you run a drive (HDD, SSD, M.2 drive) test using the HP PC Hardware Diagnostics (UEFI) tool on the suspected failed drive. ● Diagnose the hard drive using BIOS, Diagnostics built in the shipping image, or an external USB (http://www8.hp.com/us/en/campaigns/hpsupportassistant/pc-diags.html? jumpid=va_r602_us/en/any/pps/pl_ot_ob_ds_pd/HP_PC_Hardware_Diagnostics_cc/dt).
Hard drive/solid-state drive not recognized Items Procedures Symptom Possible causes Hard drive is not recognized during POST Loose connection, faulty hard drive, faulty drive configuration/BIOS setting. Troubleshooting steps 1. Perform a hard reset (8. Hard reset on page 100). 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 100). 2. Reset BIOS to default (9. Soft reset (Default Settings) on page 101). 3. Verify drive connection and flex cable. Reseat connection (10. Reseat cables and connections on page 102). 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 145) 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 91) 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.
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 162. 2. Select Main, and then select System Information. 3. To exit Computer Setup without saving your changes, select the Exit icon in the lower-right corner of the screen, and then follow the on-screen instructions. – or – Select Main, select Ignore Changes and Exit, and then press enter. To check for later BIOS versions, see Downloading a BIOS update on page 164.
NOTE: After a message on the screen reports a successful installation, you can delete the downloaded file from your hard drive. Changing the boot order using the f9 prompt To dynamically choose a boot device for the current startup sequence, follow these steps: 1. Access the Boot Device Options menu: ● 2. Turn on or restart the computer, and when the HP logo appears, press f9 to enter the Boot Device Options menu. Select a boot device, press enter, and then follow the on-screen instructions.
9 Backing up, restoring, and recovering This chapter provides information about the following processes. The information in the chapter is standard procedure for most products. ● Creating recovery media and backups ● Restoring and recovering your system For additional information, refer to the HP Support Assistant app. ▲ Type support in the taskbar search box, and then select the HP Support Assistant app. ‒ or – Select the question mark icon in the taskbar.
used to perform system recovery if the hard drive becomes corrupted. System recovery reinstalls the original operating system and software programs that were installed at the factory and then configures the settings for the programs. HP Recovery media can also be used to customize the system or restore the factory image if you replace the hard drive. – Only one set of recovery media can be created. Handle these recovery tools carefully, and keep them in a safe place.
Using the HP Cloud Recovery Download Tool (select products only) To create HP Recovery media using the HP Cloud Recovery Download Tool: 1. Go to http://www.hp.com/support. 2. Select Software and Drivers, and then follow the on-screen instructions. Restore and recovery There are several options for recovering your system. Choose the method that best matches your situation and level of expertise: IMPORTANT: ● Not all methods are available on all products.
IMPORTANT: Recovery through HP Recovery Manager should be used as a final attempt to correct computer issues. ● HP Recovery media must be used if the computer hard drive fails. If you have not already created recovery media, see Using HP Recovery media (select products only) on page 166. ● To use the Factory Reset option (select products only), you must use HP Recovery media. If you have not already created recovery media, see Using HP Recovery media (select products only) on page 166.
Using HP Recovery media to recover You can use HP Recovery media to recover the original system. This method can be used if your system does not have an HP Recovery partition or if the hard drive is not working properly. 1. If possible, back up all personal files. 2. Insert the HP Recovery media, and then restart the computer. NOTE: If the computer does not automatically restart in HP Recovery Manager, change the computer boot order. See Changing the computer boot order on page 170. 3.
10 Using HP PC Hardware Diagnostics (UEFI) HP PC Hardware Diagnostics is a Unified Extensible Firmware Interface (UEFI) that allows you to run diagnostic tests to determine whether the computer hardware is functioning properly. The tool runs outside the operating system so that it can isolate hardware failures from issues that are caused by the operating system or other software components.
Downloading HP PC Hardware Diagnostics (UEFI) to a USB device NOTE: The HP PC Hardware Diagnostics (UEFI) download instructions are provided in English only, and you must use a Windows computer to download and create the HP UEFI support environment because only .exe files are offered. There are two options to download HP PC Hardware Diagnostics to a USB device. Download the latest UEFI version 1. Go to http://www.hp.com/go/techcenter/pcdiags. The HP PC Diagnostics home page is displayed. 2.
To access documentation on using Remote HP PC Hardware Diagnostics (UEFI) to configure a server for remote diagnostics or to customize which diagnostic tests are run, go to http://www.hp.com/support. Select Find your product, and then follow the on-screen instructions.
11 Specifications Computer specifications Metric U.S. Width 38.56 cm 15.18 in Depth 25.8 cm 10.15 in Height (front to back) 2.26 cm .89 in Weight 2.09 or 2.29 kg (depending on configuration) 4.61 lb or 5.05 (depending on configuration) Dimensions Input power Operating voltage and current 19.5 V dc @ 3.33 A – 65 W 19 V dc @ 4.62 A – 90 W 19.5 V dc @ 2.
xx cm (xx-in) display specifications Metric U.S. Height 20.77 cm 8.175 in Width 37.78 cm 14.875 in Diagonal 39.62 cm 15.6 in Number of colors Up to 16.8 million Contrast ratio 500:1 (typical) Brightness 200 nits Dimensions Pixel resolution Pitch 0.252mm x 0.252mm Format 1366×768 Configuration RGB vertical stripe Backlight LED Character display 80 × 25 Total power consumption 2.
500 GB* 750 GB* *Size refers to hard drive storage capacity. Actual accessible capacity is less. Actual drive specifications may differ slightly. NOTE: Certain restrictions and exclusions apply. Contact support for details.
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 V ac, or from 220 to 240 V ac. The 3-conductor power cord set included with the computer meets the requirements for use in the country or region where the equipment is purchased. Power cord sets for use in other countries or regions must meet the requirements of the country and region where the computer is used.
Requirements for specific countries and regions Country/region Accredited agency Applicable note number Argentina IRAM 1 Australia SAA 1 Austria OVE 1 Belgium CEBEC 1 Brazil ABNT 1 Canada CSA 2 Chile IMQ 1 Denmark DEMKO 1 Finland FIMKO 1 France UTE 1 Germany VDE 1 India BIS 1 Israel SII 1 Italy IMQ 1 Japan JIS 3 The Netherlands KEMA 1 New Zealand SANZ 1 Norway NEMKO 1 The People's 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 Statement of memory volatility The purpose of this chapter is to provide general information regarding nonvolatile memory in HP Business computers. This chapter also provides general instructions for restoring nonvolatile memory that can contain personal data after the system has been powered off and the hard drive has been removed. HP Business computer products that use Intel®-based or AMD®-based system boards contain volatile DDR memory.
g. If a DriveLock password is set, select the Security menu, and scroll down to Hard Drive Utilities under the Utilities menu. Select Hard Drive Utilities, select DriveLock, then uncheck the checkbox for DriveLock password on restart. Select OK to proceed. h. Select the Main menu, and then select Reset BIOS Security to factory default. Click Yes at the warning message. The computer will reboot. i.
c. Select Hard Drive Utilities. d. Under Utilities, select Disk Sanitizer, select the hard drive storing the data you want to clear, and then follow the on-screen instructions to continue.
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.
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.
Index A AC adapter, spare part numbers 35 action keys 19 identifying 19 keyboard backlight 19 mute 19 next 19 pause 19 play 19 privacy screen 19 screen brightness 19 speaker volume 19 stop 19 switch screen image 20 using 19 wireless 20 ambient light sensor board removal 83 spare part number 30, 83 ambient light sensor cable spare part number 30 audio adjusting volume 19 audio, product description 3 audio-out (headphone)/audio-in (microphone) combo jack, identifying 9 B back cover spare part number 30 backup
fingerprint reader board removal 75 spare part number 75 fingerprint reader board bracket removal 75 fingerprint reader bracket illustrated 31 fingerprint reader cable illustrated 32 fn key, identifying 18 fn lock light, identifying 15 G graphics, product description 1 grounding guidelines 38 guidelines equipment 40 grounding 38 packaging 39 transporting 39 workstation 39 H hard drive product description 3 removal 45 spare part numbers 34, 45 specifications 175 hard drive bracket illustrated 31 removal 46 h
O operating system, product description 6 original system recovery 168 P packaging guidelines 39 pause action key 19 Plastics Kit components 33 spare part number 33 Plastics Kit, spare part number 41 play action key 19 pointing device, product description 5 pointing stick, identifying 13 ports HDMI 9 product description 5 USB SuperSpeed 9, 11 USB SuperSpeed port with HP Sleep and Charge 11 USB Type-C power connector and Thunderbolt ports with HP Sleep and Charge 9 power button board removal 77 power button,
specifications computer 174 display 175 hard drive 175 stop action key 19 supported discs, recovery 167 Sure Start using 165 switch screen image action key 20 system board removal 66 spare part numbers 28, 66 system memory, removing personal data from volatile 180 system recovery 168 system restore point creating 167 system restore point, creating 166 T Thunderbolt ports with HP Sleep and Charge identifying USB Type-C 9 top cover spare part number 27 TouchPad buttons 13 TouchPad buttons identifying 13 Touch
