HP ZBook Studio G3 Mobile Workstation Maintenance and Service Guide
© Copyright 2015, 2017 HP Development Company, L.P. AMD is a trademark of Advanced Micro Devices, Inc. Bluetooth is a trademark owned by its proprietor and used by HP Inc. under license. Intel and Xeon are trademarks of Intel Corporation in the U.S. and other countries. Windows is either a registered trademark or trademark of Microsoft Corporation in the United States and/or other countries. NVIDIA and Quadro are trademarks and/or registered trademarks of NVIDIA Corporation in the U.S. and other countries.
Important Notice about Customer Self-Repair Parts CAUTION: Your computer includes Customer Self-Repair parts and parts that should only be accessed by an authorized service provider. See Chapter 5, "Removal and replacement procedures for Customer Self-Repair parts," for details. Accessing parts described in Chapter 6, "Removal and replacement procedures for Authorized Service Provider parts," can damage the computer or void your warranty.
iv Important Notice about Customer Self-Repair Parts
Safety warning notice WARNING! To reduce the possibility of heat-related injuries or of overheating the 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.
vi Safety warning notice
Table of contents 1 Product description ....................................................................................................................................... 1 2 External component identification .................................................................................................................. 6 Display .................................................................................................................................................................... 6 Top ..
Battery ............................................................................................................................................... 32 Solid-state drive (M.2) ....................................................................................................................... 33 WLAN module .................................................................................................................................... 35 Memory module ................................................
7. Status lights, blinking light codes, troubleshooting lights, and POST error messages ........................................................................................................................ 72 Status lights .................................................................................................. 72 Interpreting system validation diagnostic front panel LEDs and audible codes ................................................................................................
Slow performance ........................................................................................................... 98 HP Smart Adapter warning message .............................................................................. 99 Incorrect time and date ................................................................................................... 99 Display ......................................................................................................................................
Additional information ...................................................................................................................................... 123 Acronyms ......................................................................................................................................... 123 Blinking lights and boot error codes ............................................................................................... 124 Processor not executing code .................................
Determining the BIOS version ...................................................................................... 145 Downloading a BIOS update ......................................................................................... 145 Changing the boot order using the f9 prompt ................................................................................ 146 TPM BIOS settings (select products only) ......................................................................................................
15 Recycling ................................................................................................................................................ 169 Index ...........................................................................................................................................................
xiv
1 Product description Category Description Product Name HP ZBook Studio G3 Mobile Workstation Model numbers: 15-ap000 – 15ap099 Processors 6th Generation Intel® Core™ i7 Processor, Skylake, quad-core, BGA: ● Intel Core i7-6820HQ 2.70-GHz (up to 3.60-GHz) processor (2133-MHz front-side bus (FSB), 8.0-MB L3 cache, 45 W) ● Intel Core i7-6700HQ 2.60-GHz (up to 3.50-GHz) processor (2133-MHz front-side bus (FSB), 6.0-MB L3 cache, 45 W) ● Intel Core i5-6440HQ 2.60-GHz (up to 3.
Category Description Memory Two customer-accessible/upgradable memory module slots Support for DDR4 2133-MHz PC4-17000 dual channel memory Support for 32-GB of system RAM in the following configurations: DDR4-2133: (for models with Core processors) ● 32-GB total system memory (16-GB×2) ● 16-GB total system memory (16-GB×1 or 8-GB×2) ● 8-GB total system memory (8192-GB×1, 4096-GB×2) ECC DDR4-2133: (for models with Xeon processors) Primary M.
Category Description 1 TB (NVMe) 1 TB (NVMe), TLC 512 GB (NVMe) 512 GB (NVMe), TLC 256 GB (NVMe) 256 GB (NVMe), TLC Audio and video Stereo speakers Dual array microphone Intel SST Audio Conexant Smart Amplifier & Ambient Noise Suppression with DTS Studio Sound Integrated HD 720p webcam Support for no webcam option Ethernet Intel I219-LM 10/100/1000 Ethernet, with Intel I217-LM Gigabit Network Connection S3/S4/S5 wake on LAN Wireless WLAN Integrated wireless local area network (WLAN) options by way of
Category Description ● On/off button ● Glass with chemical etched surface ● Taps enabled by default ● Gestures enabled by default: ● Power requirements – 2-finger scrolling – 2-finger zoom (pinch) Image sensor TouchPad AC adapter 150-W, HP Smart Adapter, slim Battery 4-cell, 64-WHr, 4.21-AHr, Li-ion battery Power cord (localized) 3-wire plug, 1.8 m (with ground pin) Security Support security lock Trusted platform module (TPM) 9760 1.2/2.
Category Description ● Windows 7 Service Pack 1 (available with any Windows 7 Professional or Windows 10 Downgrade operating system; not available in the People’s Republic of China or Asia) Certified: ● Microsoft WHQL Supported: ● Red Hat® Enterprise Linux (RHEL) 6.x 64bit ● Red Hat® Enterprise Linux (RHEL) 7.x 64bit Web-only support: Serviceability ● Windows 10 Enterprise ● Windows 7 Enterprise 64-bit, Service Pack 1 ● Windows 8.
2 External component identification Display Component Description (1) WLAN antennas* (select products only) Send and receive wireless signals to communicate with wireless local area networks (WLANs). (2) Internal microphones (2) (select products only) Record sound. (3) Webcam light (select products only) On: The webcam is in use. (4) Webcam (select products only) Records video and captures photographs. Some models allow you to video conference and chat online using streaming video.
Component Description Click the question mark icon in the taskbar. 2. Select My PC, select the Specifications tab, and then select User Guides. To access the user guides in Windows 7, select Start > All Programs > HP Help and Support > HP Documentation. Top TouchPad Component Description (1) TouchPad on/off button Turns the TouchPad on and off. (2) TouchPad zone Reads your finger gestures to move the pointer or activate items on the screen.
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) Microphone mute light ● Amber: Microphone sound is off.
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.
Component Description A wireless network must be set up before a wireless connection is possible. (3) Volume mute button Mutes and restores speaker sound. (4) Speakers (2) Produce sound. (5) Fingerprint reader (select products only) Allows a fingerprint logon to Windows, instead of a password logon. Left Component (1) Description Security cable slot Attaches an optional security cable to the computer.
Right 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 microphone-only devices. WARNING! To reduce the risk of personal injury, adjust the volume before putting on headphones, earbuds, or a headset.
Component Description ● Off: The AC adapter is not connected. Front Component (1) Description Wireless light On: An integrated wireless device, such as a wireless local area network (WLAN) device and/or a Bluetooth® device, is on. NOTE: On some models, the wireless light is amber when all wireless devices are off. (2) (3) Power light Battery light ● On: The computer is on. ● Blinking: The computer is in the Sleep state, a powersaving state.
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.
Labels The labels affixed to the computer provide information you may need when you troubleshoot system problems or travel internationally with the computer. 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, or on the back of the display. ● Service label—Provides important information to identify your computer.
3 Illustrated parts catalog Computer major components Computer major components 15
16 Item Component Spare part number (1) Display assembly: The DreamColor display assembly is spared as a whole unit assembly only. The LED display assembly is spared at the subcomponent level only. For more LED display assembly spare part information, see Display assembly subcomponents on page 19. 15.6-in, UHD, UWVA, DreamColor display assembly not equipped with a webcam 840945-001 15.6-in, UHD, UWVA, DreamColor display assembly equipped with a webcam 840946-001 15.
Item Component Spare part number For use in South Korea 841681-AD1 For use in Spain 841681-071 For use in Sweden and Finland 841681-B71 For use in Switzerland 841681-BG1 For use in Taiwan 841681-AB1 For use in Thailand 841681-281 For use in Turkey 841681-141 For use in the United Kingdom and Singapore 841681-031 For use in the United States 841681-001 (7) LED board 840957-001 (8) Speakers (include cable) 840958-001 (9) System board (includes processor and replacement thermal mate
Item Component Spare part number 512-GB, SATA-3, self-encrypting drive (SED), OPAL2, MLC 860756-001 512-GB, SATA-3, self-encrypting drive (SED), OPAL2, TLC 923709-001 512-GB, locked, for Proctor & Gamble 919662-001 512-GB, SATA-3, TLC 922236-001 256-GB, Z Turbo Drive, PCIe 840949-001 256-GB, SATA-3, self-encrypting drive (SED), OPAL2, TLC 930462-001 256-GB, SATA-3, TLC 922235-001 128-GB, TLC 846386-001 (15) Solid-state drive bracket (included in Bracket Kit, spare part number 840966-001)
Display assembly subcomponents Item Component (1) Display bezel (2) Spare part number For use only on computer models equipped with a webcam 840935-001 For use only on computer models not equipped with a webcam 840936-001 Display panel 15.6-in, FHD, UWVA, LED display panel 840941-001 15.
Bracket Kit Item 20 Component Spare part number Bracket Kit 840966-001 (1) EDP bracket (2) Display panel bracket, left (3) Display panel bracket, right (4) 2nd SSD bracket (5) I/O support bracket Chapter 3 Illustrated parts catalog
Plastics Kit Item Component Spare part number Plastics Kit 840964-001 (1) Fingerprint reader insert (2) Card reader insert Plastics Kit 21
Miscellaneous parts Component Spare part number AC adapter 150-W HP Smart adapter (non-PFC, 4.5-mm) 776620-001 65-W HP Smart adapter (PFC, 4.5-mm) 710412-001 Power cord (3-pin, black, 1.
Component Spare part number South Africa 361240-002 South Korea 267836-008 Switzerland 213354-008 Taiwan 393313-003 Thailand 285096-006 United Kingdom and Singapore 213351-008 HP USB External DVD+RW Drive 747080-001 HP Elite USB-C Docking Station 844549-001 HP Thunderbolt 3 Docking Station 849784-001 HP Thunderbolt 3 power cable 855116-001 HP Professional Slim Top Load Case 703888-001 HP Business Top Load Case 718550-001 Fingerprint reader insert (for use in models without a finger
4 Removal and replacement procedures preliminary requirements Tools required You will need the following tools to complete the removal and replacement procedures: ● Flat-bladed screw driver ● Magnetic screw driver ● Phillips P0 and P1 screw drivers ● Torx screwdriver Service considerations The following sections include some of the considerations that you must keep in mind during disassembly and assembly procedures.
Cables and connectors CAUTION: When servicing the computer, be sure that cables are placed in their proper locations during the reassembly process. Improper cable placement can damage the computer. Cables must be handled with extreme care to avoid damage. Apply only the tension required to unseat or seat the cables during removal and insertion. Handle cables by the connector whenever possible. In all cases, avoid bending, twisting, or tearing cables.
CAUTION: To prevent damage to the computer when you are removing or installing internal components, observe these precautions: Keep components in their electrostatic-safe containers until you are ready to install them. Before touching an electronic component, discharge static electricity by using the guidelines described in this section. Avoid touching pins, leads, and circuitry. Handle electronic components as little as possible. If you remove a component, place it in an electrostatic-safe container.
Packaging and transporting guidelines Follow these grounding guidelines when packaging and transporting equipment: ● To avoid hand contact, transport products in static-safe tubes, bags, or boxes. ● Protect ESD-sensitive parts and assemblies with conductive or approved containers or packaging. ● Keep ESD-sensitive parts in their containers until the parts arrive at static-free workstations. ● Place items on a grounded surface before removing items from their containers.
Equipment guidelines Grounding equipment must include either a wrist strap or a foot strap at a grounded workstation. ● When seated, wear a wrist strap connected to a grounded system. Wrist straps are flexible straps with a minimum of one megohm ±10% resistance in the ground cords. To provide proper ground, wear a strap snugly against the skin at all times. On grounded mats with banana-plug connectors, use alligator clips to connect a wrist strap.
5 Removal and replacement procedures for Customer Self-Repair parts 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.
Service door Description Spare part number Service door 840959-001 Before removing the service door, 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. Remove the service door: 1. Position the computer upside down. 2.
Bottom cover Description Spare part number Bottom cover 840959-001 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. Disconnect all external devices from the computer. 4. Remove the service door (see Service door on page 30).
Battery Description Spare part number 4-cell, 64-WHr, 4.21-AHr, Li-ion battery 808450-002 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.
Reverse this procedure to install the solid-state drive.
WLAN module Description Spare part number Intel Dual Band Wireless-AC 8260 3rd Gen Intel 802.11ac, Dual Band, 2x2 Wi-Fi + Bluetooth 4.2 806721-005 Intel Dual Band Wireless-AC 8260 3rd Gen Intel 802.11ac, Dual Band, 2x2 Wi-Fi + Bluetooth 4.2 (nonvPro) 806722-005 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.
3. Remove the WLAN module (3) by pulling the module away from the slot at an angle. NOTE: If the WLAN antenna cables are not connected to the terminals on the WLAN module, protective sleeves should 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 For use with Core processors: 16 GB 820571-002 8 GB 820570-002 4 GB 820569-002 For use with Xeon processors: 16 GB, ECC 835886-002 8 GB, ECC 835887-002 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. Navigate to www.hp.com. 2.
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.
RTC battery Description Spare part number RTC battery (includes cable and double-sided adhesive) 840953-001 Before removing the RTC battery, follow these steps: 1. Turn off the computer. If you are unsure whether the computer is off or in Hibernation, turn the computer on, and then shut it down through the operating system. 2. Disconnect the power from the computer by unplugging the power cord from the computer. 3. Disconnect all external devices from the computer. 4.
6 Removal and replacement procedures for authorized service provider parts CAUTION: Components described in this chapter should be accessed only by an authorized service provider. Users who access these parts can damage the computer or void the warranty. Component replacement procedures There are as many as 74 screws that must be removed, replaced, and/or loosened when servicing the parts described in this chapter. Make special note of each screw size and location during removal and replacement.
4. Remove the fan/heat sink assembly (5). CAUTION: the fans. When lifting the heat sink out of the computer, be careful not to bend the arm that connects Discrete models: UMA models: NOTE: The thermal material must be thoroughly cleaned from the surfaces of the fan/heat sink assembly and the system board components each time the fan/heat sink assembly is removed. Replacement thermal material is included with the thermal module, processor, and system board spare part kits.
UMA graphics models: ● Various thermal pads are used on the system board components and the heat sink sections and that service them. See the following image for thermal pad locations. Reverse this procedure to install the thermal module.
Fingerprint reader board Description Spare part number Fingerprint reader board (includes bracket) 840952-001 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. 2. Disconnect the power from the computer by unplugging the power cord from the computer. 3. Disconnect all external devices from the computer. 4.
LED board Description Spare part number LED board 840957-001 Before removing the LED 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. Remove the service door (see Service door on page 30). 5.
TouchPad Description Spare part number TouchPad 840962-001 Before removing the TouchPad, follow these steps: 1. Turn off the computer. If you are unsure whether the computer is off or in Hibernation, turn the computer on, and then shut it down through the operating system. 2. Disconnect the power from the computer by unplugging the power cord from the computer. 3. Disconnect all external devices from the computer. 4. Remove the service door (see Service door on page 30). 5.
Display cable Description Spare part number Display cable 840938-001 eDP bracket (included in Bracket Kit, spare part number 840966-001) 840966-001 (Bracket Kit) Before removing the display cable, 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.
System board NOTE: The system board spare part kit includes battery connector bracket and replacement thermal material.
1. Disconnect the following cables from the system board: (1) Right speaker cable (2) Fingerprint reader cable (3) TouchPad cable (4) LED board cable (5) RTC battery cable (6) Left speaker cable 48 2. Remove the seven Phillips PM2.5×4.0 screws (1). 3. Remove the two Phillips PM2.5×4.0 shoulder screws (2). 4. Lift in the middle of the board until the connectors disengage from the left side of the computer (1).
5. Disconnect the keyboard cable from the bottom of the system board (2). 6. Remove the system board from the computer (3). CAUTION: When you lift the system board from the computer, be careful not to damage or break the narrow sections of the board. Reverse this procedure to install the system board.
I/O support bracket Description Spare part number I/O support bracket (included in Bracket Kit, spare part number 840966-001) 840966-001 (Bracket Kit) Before removing the I/O support bracket, 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.
Speakers Description Spare part number Speakers (includes cable) 840958-001 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 30). 5.
NOTE: When installing the speakers, make sure the rubber grommets around the screws are correctly installed.
4. Remove the keyboard (2). Reverse this procedure to install the keyboard.
Display assembly NOTE: The DreamColor display assembly is spared as a whole unit assembly only. The LED display assembly is spared at the subcomponent level only. For more LED display assembly spare part information, see the individual removal subsections. Description Spare part number 15.6-in, UHD, UWVA, DreamColor display assembly not equipped with a webcam 840945-001 15.6-in, UHD, UWVA, DreamColor display assembly equipped with a webcam 840946-001 15.
3. Separate the display from the computer (2). 4. If it is necessary to replace the display bezel or any of the LED display assembly subcomponents: a. Use a plastic tool to disengage the bezel starting at the top (1), left and right sides (2), and bottom (3).
b. Remove the display bezel (4). The display bezel is available using the following spare part numbers: 840935-001: Models with a webcam 840936-001: Models without a webcam 5. If it is necessary to replace the display panel: a. 56 Remove the four Phillips PM2.0×2.0 screws that secure the display panel to the display enclosure.
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. Remove the display cable from the clip (2). d. Lift the tape (3), and then disconnect the display panel cable (4) from the display panel. e.
b. Disconnect the module cable (2) from the module. c. Remove the module. The webcam module is available using spare part number 840965-001. The microphone module is available using spare part number 840955-001. 7. If it is necessary to replace the thermal board: a. Disconnect the thermal board cable (1) from the board. b. Using a flat tool, pry the board loose (2), and then remove the board (3) from the display enclosure.
b. Remove the display hinges (2). The display hinges are available using spare part number 840937-001 and include the left and right hinges. 9. (UHD models only) If it is necessary to replace the display brackets: ▲ Lift the bottom bracket (1) and top bracket (2) out of the display enclosure. Display panel brackets are available in the Bracket Kit using spare part number 840966-001. NOTE: The display brackets can only be removed from UHD panels. 10.
c. Peel the antennas off the display (3). The antennas are available using spare part number 840940-001. 11. If it is necessary to replace the display cable: a. Remove the display cable and webcam cable from the routing path along the bottom and left side of the display enclosure (1). b. Remove the display cable from the display enclosure (2). The antennas are available using spare part number 840938-001. Reverse this procedure to reassemble and install the display assembly.
Top cover Description Spare part number Top cover 840636-001 The top cover spare remains after removing all other spare parts.
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 storage device 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 100 1. Keyboard on page 106 1. 1. 2. Dead pixel on page 102 Keyboard point stick on page 107 Fan error message - 90B on page 119 2. Hard drive/solid-state drive not recognized on page 116 2. 2. No boot to operating system (no read/write error) on page 116 Noise (sound) on page 120 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 HP Support Assistant. NOTE: HPSA can be used only if the computer boots into Windows.
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 HP BIOS Configuration Utility (BCU) User guide. NOTE: HP recommends that you reset BIOS before trying BCU.
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.
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 (where
Component tested Major/ minor code BIOS Hardware System board Caps Lock/Num Lock LED Error condition Action 2.2 The main area (DXE) of BIOS has become corrupted and there is no recovery binary image available CAP/NUM Blink =2 Contact service for system board replacement. 2.3 The embedded controller policy requires the user to enter a key sequence (SureStart 2.0) CAP/NUM Blink =8 Perform SureStart manual recovery if boot block: Up Arrow + Down Arrow + ESC. 2.
Table 7-5 System diagnostics failure codes and user actions (continued) See the support document titled Overview of How to Troubleshoot Problems When a Computer Does Not Start Up or Boot Properly for details on troubleshooting issues related to the memory module. Startup Test Hard Disk 1 SMART 301 Attempt to reseat the storage device and repeat the test. The storage device may have failed. Boot Device Manager Boot device not found 3F0 Reset BIOS. Then reseat the storage device and repeat the test.
troubleshooting lights should not be lit. However, other external lights should be lit as normal afterward. ● Troubleshooting lights External lights Action Note Off On Do not replace system board No power-on issue On Off Replace board Power-on issue 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.
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. TIP: Without an RTC battery (3V coin-cell battery), the computer automatically reboots.
3. Be sure that the AC adapter light is on. 4. Be sure that the AC adapter is connected when you update BIOS to avoid BIOS corruption. 5. 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.
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).
Verify Power Good (Troubleshooting) lights 1. Verify if the system board has power-on issue related. If there is no power-on issue, move to next steps. For more information, see Power Good (Troubleshooting) lights on page 75. 2. Verify all connections and reseat parts (10. Reseat cables and connections on page 77). Verify system board Tips and tricks 1. Test essential hardware configuration (11. Test with minimum configuration on page 78, 12.
2. Perform visual check for loose connections, bent pins, stray wires, dust, nearly faulty parts (bulging/leaking capacitor). 3. Test essential hardware configuration (11. Test with minimum configuration on page 78) a. If system boots, reinstall nonessential hardware one component at a time to isolate issue. b. If system does not boot, replace essential hardware with verified working parts, one component at a time. If system still does not boot, replace system board.
Battery not recognized, not charging Symptoms Possible causes ● No battery status light Defective AC adapter and/or battery. ● Blinking amber (critically low battery level) NOTE: Before proceeding, verify that the computer can boot to BIOS or Windows with a good AC adapter. ● No boot without AC adapter Troubleshooting steps Visual inspections 1. Inspect battery connectors for any signs of damage. 2.
5. Tips and tricks Verify the new replacement. See the computer user guide for instructions regarding battery maintenance and increasing battery life. ● Reference: HP Notebook Mobile Workstations - Improving Battery Performance (Windows 10, 8, 7, Vista) ● Reference video: Testing and Calibrating the Battery on PC Notebooks Battery discharges too fast Symptoms Possible causes Battery has good status light but discharges too fast AC adapter and/or battery.
Burnt smell Symptoms Possible causes Emits smoke, burnt smell Defective on-board components. Troubleshooting steps General visual inspection 1. Disconnect the computer from power source (AC adapter and battery). 2. Inspect for visual damage on AC adapter and battery. Test on a known working computer to isolate issue. If issue follows AC adapter or battery, replace it. 3. Inspect any sign of liquid spill on the computer (back of keyboard).
5. If external video is OK, update BIOS, software, and drivers (4. Update BIOS and drivers on page 67) and perform soft reset (9. Soft reset (Default Settings) on page 77) if needed. Go to next step to verify display. Verify display ● When booting to Windows, determine whether image appears on display screen (via Windows Screen Solutions or Windows logo ● + P for display switcher). If there is video on display, disconnect external display device, open the computer lid and restart.
Diagnostics error messages Symptoms ● Computer has power ● POST error message displays (Windows logo has not yet appeared) Possible causes Diagnostic error messages indicate a problem. There may be a problem with the instruction being sent from the BIOS to a hardware component (e.g., keyboard failures), or incompatible hardware. Can usually be resolved by installing updated firmware for the component. Troubleshooting steps Note 90 Chapter 7 Troubleshooting guide 1. See 7.
BIOS password 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 Symptoms ● Shutdown during startup ● Shutdown during operation Possible causes 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.
Tips and tricks 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 storage device, 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 68. 5. Remove or undo recently added hardware (5. Remove or uninstall recently added hardware, software on page 67). 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.
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 76). 2. Perform soft reset (9. Soft reset (Default Settings) on page 77). 3. Update BIOS and drivers (4. Update BIOS and drivers on page 67). 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 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 72) is blinking (indicating Sleep state). Press power button to exit Sleep. 2. Reset BIOS to default (associated with OS Power Management in Power Menu) (4.
Unresponsive 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 Symptom Possible causes Slow performance when performing small tasks, or even in idle mode Processor is hot or storage device is full.
HP Smart Adapter warning message 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. Use appropriate AC adapter (often supplied with system) for optimum system performance. 5.
Display Display anomalies The display panel is a field replaceable unit (FRU) and must be replaced by only authorized technicians. However, HP highly recommends that users and technicians observe specific symptom vs. generic symptoms and utilize the HP PC Hardware Diagnostics (UEFI) tool before any replacement.
Quick check ● Visually examine the display for cracked screen, liquid crystal leak, dirty spots on glass, etc. ● Reset and update BIOS and docking firmware. ● Update operating system (OS), graphics/video drivers (Intel/AMD/NVidia, etc). For custom images, HP highly recommends upgrading or installing Windows in UEFI mode (or Legacy disabled) to fully support hybrid graphics and avoid unexpected behaviors (i.e., blue screen error, graphics/video issues) in the BIOS Legacy setting.
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) 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. Install latest video driver. 8.
No or bad external video via docking 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.
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 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 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 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.
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.
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. The sections below are intended for authorized service providers/technicians. 1.
Common issues and possible solutions 111
Smart card reader 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 Symptoms ● No sound from external or internal speakers ● Distorted sound, too soft, too loud, intermittent Possible causes 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 + F8/F9. Be sure that volume button light is not amber (mute).
Thunderbolt (TB) 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 storage device using BIOS, Diagnostics built in the shipping image, or an external USB (HP PC Diagnostics 3-in-1 USB Key). ● The drive quick test is recommended to quickly (less than 10 minutes) identify the malfunctioning drive.
Hard drive/solid-state drive not recognized 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 76). 2. Reset BIOS to default. 3. Verify storage device connection and flex cable. Reseat storage device and cable connection. For multiple storage devices, keep the primary drive with the operating system and remove other devices. 4.
Read-write error Symptoms ● Post error message (i.e., error code 301) ● Hang when working on data, files, documents Note Possible causes Loose connection, faulty hardware. Troubleshooting steps 1. Perform a hard reset (8. Hard reset on page 76). 2. Reset BIOS to default (9. Soft reset (Default Settings) on page 77). 3. Verify drive connection and flex cable. Reseat connection (10. Reseat cables and connections on page 77). 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. Symptoms Possible causes ● Loud noise from hard drive BIOS, hard drive firmware, driver, faulty drive, power supply (AC adapter). ● Clicking noise from hard drive Troubleshooting steps ● Still boots to operating system and operates normally 1.
Mechanical Fan error message - 90B 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. Update BIOS and drivers (4.
See Reducing Heat Inside the PC to Prevent Overheating. Noise (sound) 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. Test with a verified working AC adapter.
Fan runs constantly 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) Symptoms Possible causes Similar to fan runs constantly issue (Fan runs constantly on page 121) 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 67) and reset BIOS to default. BIOS may implement new fan characteristics and updates for other component. Continually running fan 2. Decreased computer performance Perform a hard reset (8.
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 HP Business Notebook and Desktop PC F10 Setup, 2014 Business PC models. 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: ++.
Hard Disk Test Hard Disk 1 Full 305 The drive may have failed. Contact support for assistance. Hard Disk Test Hard Disk 2 Full 306 The drive may have failed. Contact support for assistance. Boot Device Manager Boot device not found 3F0 Indicates a potential problem with the storage device. Please run the drive test. See Testing a Hard Disk using the Built in Self Test for more information. Boot Device Manager Hard Disk 1 Error 3F1 Indicates a potential problem with the storage device.
Routine Maintenance for Performance Improvement See HP Notebook PCs - Improving the Performance of Your Computer. 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.
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://msdn.microsoft.com/en-us/windows/desktop/bg162891.aspx 2. Set up the SDK in the configuration window (Windows 10 shown). 3. Select features to install.
4. Run the SDK as an administrator. 5. Set the symbol path. Select File > Symbol File Path. ● In the Symbol path box, type SRV*C:\Windows\symbol_cache*http:// msdl.microsoft.com/download/symbols. ● Save the workspace.
6. Open the crash dump file.
7. Analyze the file. In the following memory dump sample, look for Bug Check 0x3B. The ATIKMAG driver needs to be investigated for further root cause. Lookup for Bug Check 0xC2.
Display Issue: Pixel Anomalies All HP notebook displays adhere to strict quality and reliability specifications. A small percentage of display panels may have minor cosmetic manufacturing anomalies or irregularities such as bright or dark dots in the viewable area. These cosmetic imperfections are common to all display panel types and are not specific to any HP model or product line.
Cable management Proper routing of the internal cables is critical to the operation of the computer. Follow good cable management practices when removing and installing components. ● Handle cables with care to avoid damage. ● Apply only the tension required to seat or unseat cables during insertion or removal from the connector. ● When possible, handle cables by the connector or pull-strap. ● Route cables in such a way that they cannot be caught or snagged by parts being removed or replaced.
Connector types IMPORTANT: Connector pins and connector gold fingers should not be touched directly with bare hands. There are several different types of connectors on the system board with different requirements for cable removal or insertion. Flex cable When connecting flex cables, push the cable completely, evenly into the connector. When removing flex cables from a ZIF connector on the system board, always follow these steps: 1.
Multi-pin horizontal insert connector (LVDS cable to display panel) Insert procedure: 1. Slide connector evenly into receptacle on same horizontal plane as PCB connector. 2. Pull lock bar to insert and push both side connector horizontally to firmly lock. 3. Tape down lock bar over the panel to hold in position. Reverse the procedure above to remove the connector: 1. Remove tape. 2. Pull up bar (pull tape) and release the lock with the PCB connector. 3.
8 Computer Setup (BIOS), TPM, and HP Sure Start in Windows 7 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.
Updating the BIOS Updated versions of the BIOS may be available on the HP website. Most BIOS updates on the HP website are packaged in compressed files called SoftPaqs. Some download packages contain a file named Readme.txt, which contains information regarding installing and troubleshooting the file. Determining the BIOS version To decide whether you need to update Computer Setup (BIOS), first determine the BIOS version on your computer.
NOTE: If you connect your computer to a network, consult the network administrator before installing any software updates, especially system BIOS updates. BIOS installation procedures vary. Follow any instructions that are revealed on the screen after the download is complete. If no instructions are revealed, follow these steps: 1. Select Start > Computer. 2. Select your storage device designation. The storage device designation is typically Local Disk (C:). 3.
Using HP Sure Start (select products only) Select computer models are configured with HP Sure Start, a technology that monitors the computer's BIOS for attacks or corruption. If the BIOS becomes corrupted or is attacked, HP Sure Start automatically restores the BIOS to its previously safe state, without user intervention. HP Sure Start is configured and already enabled so that most users can use the HP Sure Start default configuration. The default configuration can be customized by advanced users.
9 Computer Setup (BIOS), TPM, and HP Sure Start in Windows 10 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.
Updating the BIOS Updated versions of the BIOS may be available on the HP website. Most BIOS updates on the HP website are packaged in compressed files called SoftPaqs. Some download packages contain a file named Readme.txt, which contains information regarding installing and troubleshooting the file. Determining the BIOS version To decide whether you need to update Computer Setup (BIOS), first determine the BIOS version on your computer.
NOTE: If you connect your computer to a network, consult the network administrator before installing any software updates, especially system BIOS updates. BIOS installation procedures vary. Follow any instructions that are revealed on the screen after the download is complete. If no instructions are revealed, follow these steps: 1. Type file in the taskbar search box, and then select File Explorer. 2. Select your storage device designation. The storage device designation is typically Local Disk (C:). 3.
Using HP Sure Start (select products only) Select computer models are configured with HP Sure Start, a technology that monitors the computer's BIOS for attacks or corruption. If the BIOS becomes corrupted or is attacked, HP Sure Start automatically restores the BIOS to its previously safe state, without user intervention. HP Sure Start is configured and already enabled so that most users can use the HP Sure Start default configuration. The default configuration can be customized by advanced users.
10 Using HP PC Hardware Diagnostics (UEFI) HP PC Hardware Diagnostics is a Unified Extensible Firmware Interface (UEFI) that allows you to run diagnostic tests to determine whether the computer hardware is functioning properly. The tool runs outside the operating system so that it can isolate hardware failures from issues that are caused by the operating system or other software components.
3. Use the categories listed to find your product. – or – Click Find Now to let HP automatically detect your product. 4. Select your computer, and then select your operating system. 5. In the Diagnostic section, follow the on-screen instructions to select and download the UEFI version you want.
11 Backup and recovery in Windows 7 Your computer includes HP and Windows tools to help you safeguard your information and retrieve it if you ever need to. These tools will help you return your computer to a proper working state, all with simple steps. This section provides information about the following processes: ● Creating recovery media and backups ● Restoring and recovering your system Creating recovery media and backups Recovery after a system failure is only as good as your most recent backup.
applications if the storage device becomes corrupted. HP Recovery Disc Creator can create two kinds of recovery DVDs: ● Windows 7 operating system DVD—Installs the operating system without additional drivers or applications. ● Driver Recovery DVD—Installs specific drivers and applications only, in the same way that the HP Software Setup utility installs drivers and applications. Creating recovery media NOTE: The Windows 7 operating system DVD can be created only once.
To create a backup using Windows Backup and Restore: NOTE: The backup process may take over an hour, depending on file size and the speed of the computer. 1. Select Start > All Programs > Maintenance > Backup and Restore. 2. Follow the on-screen instructions to set up your backup, create a system image (select models only), or create system repair media (select models only).
1. If possible, back up all personal files. 2. If possible, check for the presence of the Windows partition. To check for the Windows partition, select Start > Computer. NOTE: If the Windows partition is not listed, you must recover your operating system and programs using the Windows 7 operating system DVD and the Driver Recovery media. For additional information, see Using Windows 7 operating system media on page 153. 3.
To initiate recovery using a Windows 7 operating system DVD: NOTE: This process takes several minutes. 1. If possible, back up all personal files. 2. Restart the computer, and then insert the Windows 7 operating system DVD into the optical drive before the Windows operating system loads. 3. When prompted, press any keyboard key. 4. Follow the on-screen instructions. 5. Click Next. 6. Select Repair your computer. 7. Follow the on-screen instructions. After the repair is completed: 1.
12 Backing up, restoring, and recovering in Windows 10 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 – Click the question mark icon in the taskbar.
You can use Windows tools to create system restore points and create backups of personal information, see Using Windows tools on page 156. ● If your computer does list the Recovery partition and the Windows partition, you can use HP Recovery Manager to create recovery media after you successfully set up the computer. HP Recovery media can be used to perform system recovery if the storage device becomes corrupted.
Restore and recovery There are several options for recovering your system. Choose the method that best matches your situation and level of expertise: IMPORTANT: ● Windows offers several options for restoring from backup, refreshing the computer, and resetting the computer to its original state. For more information see the Get started app. ▲ ● Not all methods are available on all products. Select the Start button, and then select the Get started app.
website. Go to http://www.hp.com/support, select your country or region, and follow the on-screen instructions. IMPORTANT: HP Recovery Manager does not automatically provide backups of your personal data. Before beginning recovery, back up any personal data you want to retain. Using HP Recovery media, you can choose from one of the following recovery options: NOTE: Only the options available for your computer display when you start the recovery process.
Changing the computer boot order If your computer does not restart in HP Recovery Manager, you can change the computer boot order, which is the order of devices listed in BIOS where the computer looks for startup information. You can change the selection to an optical drive or a USB flash drive. To change the boot order: IMPORTANT: For a tablet with a detachable keyboard, connect the keyboard to the keyboard dock before beginning these steps. 1. Insert the HP Recovery media. 2.
13 Specifications Computer specifications Metric U.S. Width 375 mm 14.76 in Depth 255 mm 10.04 in Height (front to rear, LED display assembly) 18 mm 0.71 in Weight (computer equipped with Intel Dual Core processor, 500-GB hard drive, optical drive, one memory module, WLAN module, fingerprint reader, modem module, and 8cell battery) 2.93 kg 6.
14 Statement of memory volatility The purpose of this chapter is to provide general information regarding nonvolatile memory in HP Business PCs. This chapter also provides general instructions for restoring nonvolatile memory that can contain personal data after the system has been powered off and the storage device has been removed. HP Business PC 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.
NOTE: If the system has a BIOS administrator password, enter the password at the prompt. 2. a. Select Main, select Restore Defaults, and then select Yes to load defaults. b. Select the Security menu, select Restore Security Level Defaults, and then select Yes to restore security level defaults. c. If an asset or ownership tag is set, select the Security menu and scroll down to the Utilities menu. Select System IDs, and then select Asset Tracking Number.
NOTE: The amount of time it takes for Disk Sanitizer to run can take several hours. Plug the computer into an AC outlet before starting. 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 the Security menu and scroll down to the Utilities menu. c. Select Hard Drive Tools. d.
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? 2 MBytes No Yes What is the purpose of this memory? Provides protected backup of critical System BIOS code, EC firmware, and critical PC 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? Downloads, and then follow the on-screen instructions. Intel Management 1.5 MBytes or 5 Engine Firmware MBytes (present in only specific ZBook and EliteBook models. For more information, go to http://www.hp.com/ support, and select your country.
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 storage device. 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 BIOS Security to Factory Default. c. Follow the on-screen instructions. d.
15 Recycling When a non-rechargeable or rechargeable battery has reached the end of its useful life, do not dispose of the battery in general household waste. Follow the local laws and regulations in your area for battery disposal. HP encourages customers to recycle used electronic hardware, HP original print cartridges, and rechargeable batteries. For more information about recycling programs, see the HP Web site at http://www.hp.com/recycle.
Index Symbols/Numerics 2nd SSD bracket illustrated 20 A AC adapter and/battery 11 AC adapter, spare part numbers 22 antennas removal 59, 60 spare part number 60 audio, product description 3 audio-out (headphone)/audio-in (microphone) combo jack, identifying 11 B Backup and Restore 152 backup tools 150 backups 155 creating 151 recovering 152 battery removal 32 spare part numbers 18, 32 battery light 12 BIOS determining version 140, 145 downloading an update 140, 145 updating 140, 145 Blu-ray R/RE DVD±RW Supe
grounding guidelines guidelines equipment 28 grounding 25 packaging 27 transporting 27 workstation 27 25 H HDMI port, identifying 11 hinge removal 58 spare part number 19, 59 HP PC Hardware Diagnostics (UEFI) using 148 HP Recovery Disc Creator, using 150 HP Recovery Manager correcting boot problems 159 starting 158 HP Recovery media creating 155 recovery 158 HP Recovery partition checking for presence 153 recovery 158 removing 159 using for recovery 153 HP Sure Start 168 I I/O support bracket illustrated
video 3 wireless 3 product name 1 product name and number, computer 14 R recover options 157 recovery discs 156, 158 HP Recovery Manager 157 media 158 starting 158 supported discs 156 system 157 USB flash drive 158 using HP Recovery media 156 recovery media creating 155 creating using HP Recovery Manager 156 recovery media, creating 150 recovery media, using for restore 153 recovery partition 153 removing 159 recovery tools 150 recovery tools, Windows 152 recovery, system 152 regulatory information regulato
WLAN device 14 WLAN label 14 WLAN module removal 35 spare part numbers 18, 35 workstation guidelines 27 Index 173
