HP ZBook 17 G3 Mobile Workstation Maintenance and Service Guide
© Copyright 2016, 2017, 2018 HP Development Company, L.P. AMD and FirePro are trademarks of Advanced Micro Devices, Inc. Bluetooth is a trademark owned by its proprietor and used by HP Inc. under license. Intel, Thunderbolt, and Xeon are trademarks of Intel Corporation in the U.S. and 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 device, do not place the device directly on your lap or obstruct the device air vents. Use the device only on a hard, flat surface. Do not allow another hard surface, such as an adjoining optional printer, or a soft surface, such as pillows or rugs or clothing, to block airflow. Also, do not allow the AC adapter to contact the skin or a soft surface, such as pillows or rugs or clothing, during operation.
vi Safety warning notice
Table of contents 1 Product description ....................................................................................................................................... 1 2 External component identification .................................................................................................................. 8 Right .......................................................................................................................................................................
5 Removal and replacement procedures for Customer Self-Repair parts ............................................................. 35 Component replacement procedures .................................................................................................................. 35 Service door ....................................................................................................................................... 36 Service door for use in standard models ....................................
Failure classification ..................................................................................... 91 2. Examine the environment .......................................................................................... 93 3. Perform a visual inspection of hardware ................................................................... 94 4. Update BIOS and drivers ............................................................................................. 94 Manually updating BIOS and drivers ......
Battery discharges too fast .......................................................................................... 113 Burnt smell .................................................................................................................... 114 POST ................................................................................................................................................ 114 No video (with power) ................................................................................
Speaker, headphone - audio issues .............................................................................. 139 Thunderbolt (TB) ........................................................................................................... 140 Storage ............................................................................................................................................ 141 Hard drive/solid-state drive not recognized ................................................................
Navigating and selecting in Computer Setup ................................................................................. 165 Restoring factory settings in Computer Setup ............................................................................... 166 Updating the BIOS ........................................................................................................................... 167 Determining the BIOS version ...............................................................................
Recovering using HP Recovery Manager ........................................................................................ 183 What you need to know before you get started ........................................................... 183 Using the HP Recovery partition (select products only) .............................................. 184 Using HP Recovery media to recover ............................................................................ 184 Changing the computer boot order ..................
xiv
1 Product description Category Description Product Name HP ZBook 17 G3 Mobile Workstation Processors 6th Generation Intel® Core™ i7 Processor, quad-core, BGA: ● Intel Core i7-6820HQ 2.70 GHz (up to 3.60 GHz) processor (2133 MHz, 8.0 MB L3 cache, 45 W) ● Intel Core i7-6700HQ 2.60 GHz (up to 3.50 GHz) processor (2133 MHz, 6.0 MB L3 cache, 45 W) 6th Generation Intel Core i5 Processor, quad-core, BGA: ● Intel Core i5-6440HQ 2.60 GHz (up to 3.50 GHz) processor (2133 MHz, 6.
Category Description Support for no discrete graphics option Support for hybrid (switchable) graphics Support for open GL Support for DisplayPort 1.2 (supported through ThunderboltTM 3) Support for AMD Enduro Technology Support for NVIDIA Optimus Technology Support through an optional HP ZBook Thunderbolt 3 Dock for up to 4 displays (discrete) or 3 displays (UMA) Panel ● Support for AMD Eyefinity Technology ● Support for NVIDIA Mosaic Technology 17.
Category Description ● 256 GB SATA-3, TLC ● 256 GB SATA-3 self-encrypting drive (Opal 2) ● 256 GB SATA-3 self-encrypting drive (Opal 2), TLC PCIe SSD: Primary 2.5 inch SATA storage ● 1 TB Non-Volatile Memory Express (NVMe) ● 1 TB NVMe, TLC ● 512 GB NVMe ● 512 GB NVMe, TLC ● 256 GB NVMe ● 256 GB NVMe, TLC Hard drives Primary 2.5 inch storage is not a required category if PCIe SSD is selected. Supports 3D DriveGuard.
Category Secondary 2.5 inch SATA storage Description ● 1 TB NVMe ● 1 TB NVMe, TLC ● 512 GB NVMe ● 512 GB NVMe, TLC ● 256 GB NVMe ● 256 GB NVMe, TLC Secondary is only available if primary 2.5 inch SATA is selected. Supports 3D DriveGuard.
Category Description ● HP hs3110 HSPA+ Intel® Mobile Broadband Module WPAN Bluetooth BT 4.2 only supported via combo card External media cards Integrated SD UHS-II flash media slot Supports SD, SDHC, SDXC Ports ● VGA (Dsub 15 pin) supporting: ● 1920 x 1200 external resolution @ 75Hz ● Hot Plug / Unplug and auto detect ● Multi-Pin AC Port ● Audio-out (headphone)/Audio-in (microphone) combo jack ● RJ-45 (Ethernet) ● USB Type-C Thunderbolt (2) ● USB 3.0 (3) ● USB 3.
Category Description 3 wire plug, 1.8 m (with ground pin) Security Support security lock Trusted platform module (TPM) 9760 1.2/2.
Category Serviceability Description ● Windows 10 Enterprise 64 LTSB 1507 ● Windows 7 Enterprise 64, Service Pack 1 ● Windows 8.1 Enterprise 64 ● Windows 8.1 Pro 64 ● Windows 8.1 EM 64 ● Windows 8.1 ML 64 ● Windows 8.1 CH 64 ● Red Hat Enterprise Linux End user replaceable parts: ● AC adapter ● Battery (system) ● Memory modules ● Hard drives/SSD ● M.
2 External component identification 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.
Component Description (7) Power connector Connects an AC adapter. (8) 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. When AC power is disconnected (battery not charging): ● Blinking amber: The battery has reached a low battery level. When the battery has reached a critical battery level, the battery light begins blinking rapidly.
Component Description NOTE: USB charging ports can also charge select models of cell phones and MP3 players, even when the computer is off. (5) Memory card reader Reads optional memory cards that store, manage, share, or access information. Display Component Description (1) WLAN antennas* Send and receive wireless signals to communicate with wireless local area networks (WLANs). The antennas for your product will be located within this area.
Top TouchPad Component Description (1) Pointing stick Moves the pointer and selects or activates items on the screen. (2) Left pointing stick button Functions like the left button on an external mouse. (3) TouchPad on/off button Turns the TouchPad on and off. (4) TouchPad zone Reads your finger gestures to move the pointer or activate items on the screen. (5) Left TouchPad button Functions like the left button on an external mouse.
Lights Component (1) Description Power light ● On: The computer is on. ● Blinking: The computer is in the Sleep state, a power-saving state. The computer shuts off power to the display and other unneeded components. ● Off: The computer is off or in Hibernation. Hibernation is a power-saving state that uses the least amount of power. (2) Caps lock light On: Caps lock is on, which switches the key input to all capital letters. (3) Microphone mute light ● Amber: microphone sound is off.
Buttons 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 function 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 a function key, the num lock key, or the esc key. See Using the hot keys on page 15. (3) Windows key Opens the Start menu. NOTE: Pressing the Windows key again will close the Start menu. 14 (4) num lock key Turns the numeric keypad on and off.
Using the hot keys To use a hot key: ▲ Press the fn key, and then press the correct function key represented by the icons below. Press fn+function key Description Initiates Sleep, which saves your information in system memory. The display and other system components turn off and power is conserved. To exit Sleep, briefly press the power button. CAUTION: To reduce the risk of information loss, save your work before initiating Sleep. Turns the keyboard backlight off or on.
Bottom Bottom – standard models Component (1) Description Service door Provides access to the hard drive bay, the WLAN module slot, the WWAN module slot, and the memory module slots. 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.
Bottom – federal models Component (1) Description Vents Enable 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) Service door release latches Releases the service door. (3) Service door Provides access to the hard drive bay, the WLAN module slot, the WWAN module slot, and the memory module slots.
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. The computer shuts off power to the display and other unneeded components.
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 NOTE: HP continually improves and changes product parts. For complete and current information on supported parts for your computer, go to http://partsurfer.hp.com, select your country or region, and then follow the on-screen instructions.
Item Component (1) 17.3 in, display assembly: The Dream Color 3 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 27.
Item Component Spare part number For use in Taiwan 848311-AB1 For use in Thailand 848311-281 For use in Turkey 848311-141 For use in the United Kingdom 848311-031 For use in the United States 848311-001 (3) Top cover 850108-001 (4) Memory module DDR4-2133 for use with Core processors: ● 16 GB 820571-002 ● 8 GB 820570-002 ● 4 GB 820569-002 ECC DDR4-2133 for use with XEON processors: (5) ● 16 GB, ECC 835886-002 ● 8 GB, ECC 835887-002 System board (includes processor and repla
Item (8) Component Spare part number Standard models 850112-001 Federal models 906116-001 Heat sink, for use in discrete graphics models For use in standard models: ● For use only with models with NVIDIA Quadro M2200M (17P-Q3) discrete graphics memory L13002-001 ● For use only with models with NVIDIA Quadro M2000M (N16P) discrete graphics memory 850109-001 ● For use only with models with NVIDIA Quadro M3000M, M4000M, M5000M (N16E) discrete graphics memory 850110-001 ● For use only with mod
Item Component Spare part number 512 GB, SATA-3, TLC, locked L16387-001 256 GB, Z Turbo Drive, PCIe 848363-001 256 GB, PCIe, TLC L18636-001 256 GB, SATA-3, TLC 920992-001 256 GB, SATA-3, TLC, TLA 929982-001 256 GB, SATA-3, self-encrypting drive (SED), Opal 2 933563-001 256 GB, SATA-3, self-encrypting drive (SED), Opal 2, locked L19336-001 256 GB, SATA-3, locked (for EMEA region) 916961-001 256 GB, self-encrypting drive (SED), locked (for AMS region) 862352-001 256 GB, SATA-3, TLC, locke
Item Component Spare part number NOTE: The hard drive cable is included in the Hard Drive Hardware Kit for use in standard models.
Hard drive parts Item Component Spare part number (1) Hard drive bracket (standard models) 848351-001 NOTE: The hard drive bracket is included in the Hard Drive Hardware Kit for use in standard models. (2) Hard drive cable (standard models) 848351-001 NOTE: The hard drive cable is included in the Hard Drive Hardware Kit for use in standard models. (3) Hard drive cable (federal models) 906117-001 NOTE: The hard drive cable is included in the Hard Drive Hardware Kit for use in federal models.
Display assembly subcomponents Item Component (1) Display bezel (2) (3) (4) Spare part number For use only on computer models equipped with a webcam 850119-001 For use only on computer models not equipped with a webcam 848368-001 Webcam module (includes double-sided adhesive) 848264-001 Microphone module (for models without webcams, includes double-sided adhesive) 854110-001 Display panel 17.3 in, FHD, UWVA, AG display panel 848391-001 17.
Item Component Spare part number (5) WWAN antenna 848347-001 (6) WLAN antenna 848346-001 (7) Dream Color calibration board (select products only) 848375-001 (8) Display hinges (includes left and right hinges) (9) For use in standard models 848370-001 For use in federal models 906120-001 Display enclosure 848348-001 Miscellaneous parts Component Spare part number AC adapter: 200 W HP Smart adapter (PFC, 4.
Component Spare part number Locks HP Ultraslim Keyed Cable Lock 703372-001 HP Dual Head Keyed Cable Lock 840160-001 HP USB External DVD+RW Drive 747080-001 Mouse: HP USB laser 674318-001 HP Comfort Grip Wireless 691922-001 HP Ultrathin Bluetooth Mouse 811730-001 Plastics kit (includes inserts for the fingerprint reader and SD card, gaskets, LCD conductive tape, and LCD sponge) For use in standard models 850117-001 For use in federal models 906121-001 Power cord (3-pin, black, 1.
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 screw driver ● Thin plastic utility tool 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. NOTE: HP continually improves and changes product parts. For complete and current information on supported parts for your computer, go to http://partsurfer.hp.
Service door Service door for use in standard models Description Spare part number Service door for use in standard models 848345-001 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.
Service door and rear cover for use in federal models Description Spare part number Service door and rear cover for use in federal models 906112-001 Before removing the service door and rear 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.
5. Lift the rear cover off the computer (2). Reverse this procedure to install the service door and rear cover.
Battery Battery for use in standard models Description Spare part number 6 cell HP Long Life Prismatic 96 Whr (4.21 Ahr) Li-ion battery 808451-001 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.
3. Pull the battery tab (3) to remove the battery from the computer. Reverse this procedure to install the battery.
Battery for use in federal models Description Spare part number 6 cell HP Long Life Prismatic 96 Whr (4.21 Ahr) Li-ion battery 852711-850 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.
Hard drive Description Spare part number 1 TB, 7200 RPM, 9.5 mm 766644-002 1 TB, 7200 RPM, locked, Hitachi (for EMEA region) 932468-002 500 GB, 7200 RPM 703267-002 500 GB, 5400 RPM, hybrid 8 GB cache, 7 mm 732000-002 500 GB, 7200 RPM FIPS, 7 mm 820572-002 500 GB, 7200 RPM, SED, 7 mm 820573-002 Hard drive for use in standard models NOTE: The hard drive spare kit does not include the hard drive bracket or hard drive cable.
3. Lift the tab and use it to remove the primary hard drive (4). 4. Repeat steps 1 through 4 to remove the secondary hard drive.
5. If it is necessary to replace the hard drive connector adapter on a hard drive, slide the adapter (1) off of the front end of the hard drive. 6. If it is necessary to replace the hard drive bracket, remove the four screws (2) of the bracket from the hard drive, and then lift the bracket straight up (3) and remove the bracket from the hard drive. Reverse this procedure to reassemble and install the hard drives.
2. Lift the release latch (2) to disengage the drive, and then lift the drive from the drive bay (3). 3. If it is necessary to replace the hard drive bracket, remove the four screws (1) of the bracket from the hard drive, and then lift the bracket straight up (2) and remove the bracket from the hard drive.
46 4. Secondary hard drive: Remove the bottom cover (see Service door on page 36). 5. Lift the hard drive connector (1), and then release the hard drive cable (2) from the guide. 6. Loosen the four captive screws (3) that secure the hard drive to the computer. 7. Lift the tab and use it to remove the secondary hard drive (4). 8. If it is necessary to replace the hard drive connector adapter on a hard drive, slide the adapter (1) off of the front end of the hard drive.
9. If it is necessary to replace the hard drive bracket, remove the four screws (2) of the bracket from the hard drive, and then lift the bracket straight up (3) and remove the bracket from the hard drive. Reverse this procedure to reassemble and install the hard drives.
Solid-state drives (M.
1. Remove the Phillips screw (1) that secures the solid-state drive to the system board. 2. Remove the SSD (2) by pulling the drive away from the slot at an angle. 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 806721-002 Intel Dual Band Wireless-AC 8260 3rd Gen Intel 802.11ac, Dual Band, 2x2 Wi-Fi + Bluetooth 4.2 (nonvPro) 806722-002 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.
WWAN module NOTE: The WWAN module and the WLAN module are not interchangeable. Description Spare part number HP lt4120 Qualcomm Snapdragon X5 LTE/EVDO/HSPA+ Gobi 4G Mobile Broadband Module 800870-002 HP hs3110 HSPA Intel Mobile Broadband Module 919698-852 Before removing the WWAN 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.
3. Remove the WWAN module (3) by pulling the module away from the slot. NOTE: WWAN modules are designed with a notch to prevent incorrect insertion. NOTE: If the WWAN antennas are not connected to the terminals on the WWAN module, the protective sleeves must be installed on the antenna connectors, as shown in the following illustration. Reverse this procedure to install the WWAN module.
Memory module Description Spare part number DDR4-2133 for use with Core processors: 16 GB 820571-002 8 GB 820570-002 4 GB 820569-002 ECC DDR4-2133 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.
1. Identify the location of the memory module slots (1) – (4). The system memory must be installed in the order shown. The BIOS checks for this and will not boot if the memory is not installed into the correct slots. The BIOS will display a message in POST notifying the user that the system memory is not installed in the proper order. 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.
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. NOTE: HP continually improves and changes product parts. For complete and current information on supported parts for your computer, go to http://partsurfer.hp.com, select your country or region, and then follow the on-screen instructions.
RTC battery Description Spare part number RTC battery (includes cable and double-sided adhesive) 848362-001 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.
Middle frame Description Spare part number Middle frame for use in standard models 851613-001 Middle frame for use in federal models 906119-001 Before removing the middle frame, 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.
2. Remove the middle frame (2). Standard models Federal models Reverse this procedure to install the middle frame.
Hard drive connector board and cable (federal models) Description Spare part number Hard drive connector board 906118-001 Hard drive connector board cable 906117-001 (Hard Drive Hardware Kit) Before removing the hard drive connector 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.
2. If it is necessary to replace the hard drive connector board cable, after removing the board, disconnect the cable from the board. Reverse this procedure to install the hard drive connector board.
Speakers Description Spare part number Anti-magnetic speaker bracket (part of the bracket kit) 848360-001 Speakers (includes cable) 848361-001 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.
5. Remove the Phillips screw (3) that secures the speaker cable to the system board, and then release the cable from the guides (4) securing it to the computer. 6. Remove the two Phillips screws (5) that secure the left speaker to the computer. 7. Remove the left speaker (6). Reverse this procedure to install the speakers.
TouchPad Description Spare part number TouchPad module (included cable) 850944-001 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 36).
Smart Card reader board Description Spare part number Smart Card reader board 848373-001 Smart Card reader bracket for use in standard models (part of the plastics kit) 850117-001 Smart Card reader bracket for use in federal models (part of the plastics kit) 906121-001 Before removing the Smart Card 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.
7. Remove the board (4). Reverse this procedure to install the Smart Card reader board.
Fingerprint reader board Description Spare part number Fingerprint reader board bracket (part of the bracket kit) 848360-001 Fingerprint reader board 850116-001 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.
Fans Description Spare part number CPU fan (includes replacement thermal material) 848377-001 GPU Fan (includes replacement thermal material) (This fan is included as a blank for models with UMA graphics memory.): ● For use only with models with discrete graphics memory 848378-001 ● For models with UMA graphics memory 848376-001 Before removing the fans, follow these steps: 1. Turn off the computer.
4. Release the display cable (3) from the routing around the fan, and then remove the fan (4) from the computer. Reverse this procedure to install the fans.
5. Disconnect the battery (see Battery on page 39). 6. Remove the GPU fan (see Fans on page 68). Remove the discrete graphics board: ▲ Remove the two screws (1) securing the board to the system board, and then remove the discrete graphics board (2). Reverse this procedure to install the discrete graphics board. Display LED board Description Spare part number Display LED board 848374-001 Before removing the display LED board, follow these steps: 70 1. Turn off the computer.
Remove the display LED board: 1. Open the ZIF connector (1) on the system board to release the display LED board ribbon cable, and then release the ribbon cable (2) from the adhesive securing it to the computer. 2. Remove the screw (3) securing the board to the computer, and then remove the display LED board (4). Reverse this procedure to install the display LED board.
Before removing the heat sink, 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 36). 5. Disconnect the battery (see Battery on page 39).
2. The following illustration shows the replacement thermal material locations. The thermal material must be thoroughly cleaned from the surfaces of the heat sink and the system board components each time the heat sink is removed. Replacement thermal material is included with the heat sink and system board spare part kits. Thermal paste is used on the system board components (2), (4), (6) and on the heat sink areas (1), (3), (5) that service them. Heat sink for use with models with UMA graphics memory 1.
2. The following illustration shows the replacement thermal material locations. The thermal material must be thoroughly cleaned from the surfaces of the heat sink and the system board components each time the heat sink is removed. Replacement thermal material is included with the heat sink and system board spare part kits. Thermal paste is used on the system board component (1) and on the heat sink area (2) that services it. Reverse this procedure to install the heat sink.
Keyboard For use in country or region Spare part number For use in country or region For use in Belgium 848311-A41 For use in Northwest Africa 848311-FP1 For use in Brazil 848311-201 For use in Norway 848311-091 For use in Bulgaria 848311-261 For use in Portugal 848311-131 For use in Canada 848311-DB1 For use in Romania 848311-271 For use in the Czech Republic and Slovakia 848311-FL1 For use in Russia 848311-251 For use in Denmark 848311-081 For use in Saudi Arabia 848311-171 For
76 3. Insert a thin tool (2) into the keyboard release hole beside the second fan, and then press on the back of the keyboard until the keyboard disengages from the computer . 4. Swing the keyboard up and forward until it rests upside down on the palm rest. 5. Open the ZIF connector (1) on the system board to release the keyboard ribbon cable. 6. Open the ZIF connector (2) on the system board to release the backlight cable. 7.
8. Remove the keyboard (4). Reverse this procedure to install the keyboard. System board NOTE: The system board spare part kit includes battery connector bracket and replacement thermal material.
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 any SD card or SD blank from the computer. 5. Remove the service door (see Service door on page 36). 6. Remove the battery (see Battery on page 39). 7.
2. Remove the eight Phillips screws (1) securing the system board edges. 3. Remove the two Phillips screws (2) securing the system board. 4. Remove the two Phillips screws (3) securing the display cable bracket, and then remove the bracket (4). NOTE: Use flat tool under the connector to remove evenly. Do not pull on the cable to remove. 5. Release the connector (5) for the display cable.
6. Lift the side of the system board (1) and slide system board (2) at angle away from the computer to remove it. Reverse this procedure to install the system board.
Display assembly NOTE: The Dream Color 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 Non–touch, 17.3 in, UHD, UWVA, Dream Color 3 display assembly not equipped with a webcam 848393-001 Non–touch, 17.3 in, UHD, UWVA, Dream Color 3 display assembly equipped with a webcam 848394-001 Touch screen, 17.
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: 850119-001: Models with a webcam 848368-001: Models without a webcam 5. If it is necessary to replace the display panel: a. Remove the four Phillips screws (1) that secure the display panel to the display enclosure.
b. Lift the top edge of the display panel (2) and swing it up and forward until it rests upside down in front of the display enclosure. c. Lift the tape (1), and then disconnect the display panel cable (2) from the display panel. d. Remove the display panel display panel (3). The display panel is available using spare part numbers 848391-001 (17.3 in, FHD, UWVA, AG display panel) and 848392-001 (17.3 in, HD+, SVA, AG display panel). 6.
NOTE: The webcam module and microphone module are similar in appearance and installed in the same location. The removal procedures are the same for both modules. CAUTION: Handle the module with caution. This module has a thin profile and is susceptible to damage when not handled carefully. a. Detach the webcam or microphone module (1) from the display enclosure. (The module is attached to the display enclosure with double-sided adhesive.) b. Remove the tape (2) covering the cable. c.
b. Remove the Phillips screw (2) securing the board, and then remove the board (3) from the display enclosure. The calibration board is available using spare part number 848375-001. 8. If it is necessary to replace the display hinges: a. Remove the two outer screws (1) and the six Phillips screws (2) that secure each display hinges to the display enclosure.
b. Remove the display hinges (3). The display hinges are available using the spare part number 848370-001 for standard models and 906120-001 for federal models, and include the left and right hinges. 9. If it is necessary to replace the WLAN antennas: a. Lift and remove the WLAN antennas (1) off the display enclosure. b. Release the antenna cables (2) from the routing path of the display enclosure. c. Remove the WLAN antennas (3) from the bottom of the display enclosure.
a. Lift and remove the WWAN antennas (1) off the display enclosure. b. Remove the antenna cables (2) from the routing path of the display enclosure. c. Remove the WWAN antennas (3) from the bottom of the display enclosure. The antennas are available using spare part number 848347-001. 11. If it is necessary to replace the display cable: a. Disconnect the end of the display cable (1) from the connector securing it to the display enclosure. b.
Reverse this procedure to reassemble and install the display assembly. Top cover Description Spare part number Top cover 850108-001 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.
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 126 1. Keyboard on page 132 1. 1. 2. Dead pixel on page 128 Keyboard point stick on page 133 Fan error message - 90B on page 145 2. Hard drive/solid-state drive not recognized on page 142 2. 2. No boot to operating system (no read/write error) on page 142 Noise (sound) on page 146 3.
3. Perform a visual inspection of hardware It is important to do a visual inspection of the hardware itself. Perform physical inspection of the computer: ● Look for abnormalities such as a cracked display, dented battery, broken latches for battery bay, keyboard key caps popped out, dust over connectors, liquid spill over keyboard, etc. ● Look for signs of drop, movement, or vibration that may cause internal and external loose connections. 4.
6. HP Hardware Diagnostics and Tools HP offers different diagnostics and tools to diagnose hardware failure. This section describes how to use some of these tools. Make sure to check for the latest versions before use. HP PC Hardware Diagnostics (UEFI) HP PC Hardware Diagnostics is a Unified Extensible Firmware Interface (UEFI) that allows you to run diagnostic tests to determine whether the computer hardware is functioning properly.
2. When the diagnostic tool opens, use the keyboard arrow keys to select the type of diagnostic test you want to run, and then follow the on-screen instructions. Screen shot appearance may vary. NOTE: Users should utilize this tool, especially when the computer cannot boot to Windows. NOTE: If a component fails a test, write down the information so it is available when contacting support. The information is also available in Test Logs on the Main Menu.
HP Support Assistant (HPSA) HP Support Assistant (HPSA) helps you maintain peak performance and resolve problems through automatic updates, built-in diagnostics, and a variety of assistance options. HPSA is preinstalled on every new HP PC with Windows 7, Windows 8, or Windows 10. HP is continually improving this tool. Please verify the latest version is installed to receive the most benefit. For more information, see http://www.hp.com/go/ hpsupportassistant.
HP BIOS Configuration Utility (BCU) HP BCU is a free utility that captures the BIOS settings and their values. This tool provides a text file of the computer’s BIOS configuration. This can help identify any settings that may be contributing to an issue. In some cases, it may help to compare this BIOS text file to the default settings of the computer. For more information, see the http://ftp.hp.com/pub/caps-softpaq/cmit/whitepapers/ BIOS_Configuration_Utility_User_Guide.pdf.
7. Status lights, blinking light codes, troubleshooting lights, and POST error messages Carefully observe any behavior the computer may be exhibiting: status lights, blinking lights, and POST error messages during boot. It is important to understand what these indicators mean. Status lights See the chapter titled “External Component Identification” for light locations. The following table describes basic lights on the computer.
Blinking light codes During startup, the computer may not boot properly. If this occurs, blinking light codes that will help identify what is causing the issue. The computer uses the blinking lights below to identify a hardware component that reports an error during startup. For more information, see Blinking lights and boot error codes on page 150.
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.
● 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. 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.
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. Disconnect all external connected peripheral devices such as USB storage devices, external displays, and printers. 4. Unplug the AC adapter from the computer. 5. Disconnect the battery. 6. Press and hold the power button for at least 15 seconds to drain residual power. 7.
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.
Items Procedures Verify AC adapter It is preferable to verify the battery before verifying the AC adapter. However, you can verify the AC adapter first, before opening the service door for a battery check. NOTE: Refer to battery replacement section for removing/replacing the battery ● Verify AC adapter is compatible with product. Verify that the part number is for this computer if possible. ● Verify AC adapter and power cord are good (no physical damage, bent middle ID pin).
Items Procedures At this point, there should be sufficient power from the AC adapter to the system board. Expect to hear the fan spinning and see blinking lights or error messages (i.e., faulty memory, HDD, etc) Verify 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 101. 2. Verify all connections and reseat parts (10.
Items Procedures 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. 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 104) a. If system boots, reinstall nonessential hardware one component at a time to isolate issue. b.
Solution the power button and front power lights will blink continuously and the computer will not turn on. Third party AC adapter will not work on the computer. Use the AC adapter that came with the computer for better performance. Battery not recognized, not charging Items Procedures Symptoms Possible causes ● No battery status light Defective AC adapter and/or battery.
Items Tips and tricks Procedures 2. Verify battery condition if battery cycle life is over specs (i.e., long life of 1000-cycle life and 3-year warranty). Battery may have premature capacity loss within its cycle life or warranty. 3. If issue remains, test with a verified working battery and verify battery status lights and battery conditions. 4. If issue remains, replace system board. 5. Verify the new replacement.
Items Procedures Follow HP instructions of how to maintain battery and increase battery life. Also reference http://support.hp.com/us-en/document/c01297640? jumpid=hpr_r1002_usen_link3. Burnt smell Items Procedures Symptoms Possible causes Emits smoke, burnt smell Defective on-board components. Troubleshooting steps General visual inspection 1. Disconnect the computer from power source (AC adapter and battery). 2. Inspect for visual damage on AC adapter and battery.
Items Procedures 3. Perform hardware reset (8. Hard reset on page 102) 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). Press power button and close the computer lid to force video output to external video. If unsuccessful, contact HP service. 5. If external video is OK, update BIOS, software, and drivers (4. Update BIOS and drivers on page 94) and perform soft reset (9.
Items Note Procedures 2. See Status, Blinking Lights, and Error Message (7. Status lights, blinking light codes, troubleshooting lights, and POST error messages on page 99) for corrective actions. 3. If internal hardware components (memory, hard drive, etc.) have been recently added, a component may not be connected properly. Remove and reseat new components (10. Reseat cables and connections on page 103) one at a time. Since the display may not be functional, lights are used to indicate an error.
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 95. 5. Remove or undo recently added hardware (5. Remove or uninstall recently added hardware, software on page 94). 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 102). 2. Perform soft reset (9. Soft reset (Default Settings) on page 103). 3. Update BIOS and drivers (4. Update BIOS and drivers on page 94). a. Roll back to previous version may be necessary. b. Go to safe mode to install drivers. 4. Run Hardware Diagnostics (6.
No wake up Items Procedures Symptoms Possible causes When resuming from a power management state the computer may display: Power-saving mode; multiple-display setting. ● Blank screen ● Some light activity Troubleshooting steps 1. Verify that front power light (7. Status lights, blinking light codes, troubleshooting lights, and POST error messages on page 99) 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 102). 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 102). 2. Reset BIOS to default (9. Soft reset (Default Settings) on page 103). 3. Verify drive connection and flex cable. Reseat connection (10. Reseat cables and connections on page 103). 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 147) 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 94) 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.
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.
For more information about cable management, see Cable management on page 161.
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 return all settings in Computer Setup to the values that were set at the factory, follow these steps: 1. Start Computer Setup. See Starting Computer Setup on page 170. 2. Select Main, and then select Apply Factory Defaults and Exit. NOTE: On select products, the selections may display Restore Defaults instead of Apply Factory Defaults and Exit. 3. Follow the on-screen instructions. 4.
Downloading a BIOS update CAUTION: To reduce the risk of damage to the computer or an unsuccessful installation, download and install a BIOS update only when the computer is connected to reliable external power using the AC adapter. Do not download or install a BIOS update while the computer is running on battery power, docked in an optional docking device, or connected to an optional power source.
● 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, then press enter. TPM BIOS settings (select products only) IMPORTANT: Before enabling Trusted Platform Module (TPM) functionality on this system, you must ensure that your intended use of TPM complies with relevant local laws, regulations and policies, and approvals or licenses must be obtained if applicable.
10 Using HP PC Hardware Diagnostics (UEFI) HP PC Hardware Diagnostics is a Unified Extensible Firmware Interface (UEFI) that allows you to run diagnostic tests to determine whether the computer hardware is functioning properly. The tool runs outside the operating system so that it can isolate hardware failures from issues that are caused by the operating system or other software components.
3. Enter the product name or number. – or – Select Identify now to let HP automatically detect your product. 4. Select your computer, and then select your operating system. 5. In the Diagnostic section, follow the on-screen instructions to select and download the UEFI version you want.
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 hard drive 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 179. 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 182. ● 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 hard drive 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 420 mm 16.5 in Depth 280 mm 11.0 in Height (front to rear, LED display assembly) 30 mm 1.2 in Weight (computer equipped with Quad Core Core i5 CPU, HD +, Intel UMA, 8 GBx1 SODIMM, Z Turbo Drive, WLAN/ Bluetooth, fingerprint reader, 6 cell battery, no WWAN) 3.52 kg 7.75 lb Dimensions Input power Operating voltage and current 19.5 V dc @ 10.
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 hard drive 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 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 BIOS Security to Factory Default. c. Follow the on-screen instructions. d.
15 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 ISI 1 Israel SII 1 Italy IMQ 1 Japan JIS 3 The Netherlands KEMA 1 New Zealand SANZ 1 Norway NEMKO 1 The People's Republic of China CCC 4 Saudi Arabia SASO 7 Singapore PSB 1 So
Country/region Accredited agency Applicable note number 3. The appliance coupler, flexible cord, and wall plug must bear a “T” mark and registration number in accordance with the Japanese Dentori Law. The flexible cord must be Type VCTF, 3-conductor, 0.75 mm² or 1.25 mm² conductor size. The wall plug must be a two-pole grounding type with a Japanese Industrial Standard C8303 (7 A, 125 V ac) configuration. 4. The flexible cord must be Type RVV, 3-conductor, 0.75 mm² conductor size.
16 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 28 antennas removal 86, 87 spare part number 86, 87 anti-magnetic speaker bracket spare part number 62, 67 audio, product description 4 audio-out (headphone)/audio-in (microphone) combo jack, identifying 8 B Backup and Restore 178 backup tools 176 backups 181 creating 177 recovering 178 battery removal 39 spare part numbers 25, 39 battery light 9, 18 BIOS determining version 167, 171 downloading an update 167, 172 updating 167, 171 Blu-ray R/RE DVD±RW SuperMulti Double
fingerprint reader assembly spare part numbers 24 fingerprint reader board removal 67 spare part number 67 fingerprint reader board bracket removal 67 fingerprint reader, identifying 13 fn key, identifying 14 G graphics board spare part number 22 graphics, product description 1 grounding guidelines 31 guidelines equipment 34 grounding 31 packaging 33 transporting 33 workstation 33 H hard drive precautions 31 product description 3, 4 removal 42 spare part number 24 spare part numbers 42 hard drive bracket sp
O operating system, product description 6 optical drive precautions 31 original system recovery 183 P packaging guidelines 33 plastic parts, service considerations 30 plastics kit spare part number 65 pointing device, product description 5 pointing stick 11 ports external monitor 8 HDMI 8 product description 5 USB 3.
Startup Repair, using 178 supported discs, recovery 182 Sure Start using 169, 173 system board removal 77 spare part numbers 22, 77 system memory, removing personal data from volatile 187 system recovery 183 system restore point creating 182 system restore point, creating 181 T tools required 30 top cover spare part number 22, 88 TouchPad buttons 11 removal 64 spare part number 24, 64 TouchPad light, identifying 12 TouchPad on/off button, identifying 11 TouchPad zone identifying 11 TPM settings 168, 173 tra
