HP ZBook 15 G3 Mobile Workstation Maintenance and Service Guide
© Copyright 2016, 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, Celeron, and Pentium are trademarks of Intel Corporation in the U.S. and other countries. Microsoft and Windows are trademarks of the Microsoft group of companies. The information contained herein is subject to change without notice.
Safety warning notice WARNING! To reduce the possibility of heat-related injuries or of overheating the computer, do not place the computer directly on your lap or obstruct the computer air vents. Use the computer only on a hard, flat surface. Do not allow another hard surface, such as an adjoining optional printer, or a soft surface, such as pillows or rugs or clothing, to block airflow.
iv Safety warning notice
Table of contents 1 Product description ....................................................................................................................................... 1 2 External component identification .................................................................................................................. 7 Display .................................................................................................................................................................... 7 Top ..
5 Removal and replacement procedures for Customer Self-Repair parts ............................................................. 32 Component replacement procedures .................................................................................................................. 32 Bottom cover ..................................................................................................................................... 32 Battery ......................................................................
Remotely deploying BIOS and drivers .......................................................... 85 Analyze the issue ............................................................................................................................... 85 5. Remove or uninstall recently added hardware, software .......................................... 85 6. HP Hardware Diagnostics and Tools ........................................................................... 86 HP PC Hardware Diagnostics (UEFI) ............
Blinking lights ............................................................................................................... 107 Diagnostics error messages ......................................................................................... 108 BIOS password .............................................................................................................. 109 Performance (OS) .................................................................................................................
No boot to operating system (no read/write error) ..................................................... 134 Read-write error ........................................................................................................... 135 Slow performance ......................................................................................................... 135 Blue screen (BSOD) error .............................................................................................. 135 Noisy hard drive .......
Downloading a BIOS update ......................................................................................... 158 Changing the boot order using the f9 prompt ................................................................................ 159 TPM BIOS settings (select products only) ......................................................................................................... 159 Using HP Sure Start (select products only) .....................................................................
Changing the computer boot order .............................................................................. 175 Removing the HP Recovery partition (select products only) ....................................... 176 13 Specifications .......................................................................................................................................... 177 Computer specifications .............................................................................................................
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1 Product description Category Description Product Name HP ZBook 15 G3 Mobile Workstation Processors 6th Generation Intel® Core™ processors ● Intel Core i7-6820HQ 2.7-GHz (turbo up to 3.6-GHz) processor (2133-MHz front-side bus (FSB), 8.0-MB L3 cache, 45 W) ● Intel Core i7-6700HQ 2.6-GHz (turbo up to 3.5-GHz) processor (2133-MHz FSB, 6.0-MB L3 cache, 45 W) ● Intel Core i5-6440HQ 2.6-GHz (turbo up to 3.5-GHz) processor (2133-MHz FSB, 6.
Category Description Panel 39.6 cm (15.
Category Description 512-GB SATA-3 Self-Encrypting Drive (Opal 2), TLC 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 (Z Turbo) 1-TB PCIe SSD (NVMe), Z Turbo Drive 1-TB PCIe SSD (NVMe), TLC 512-GB PCIe SSD (NVMe), Z Turbo Drive 512-GB PCIe SSD (NVMe), TLC 256-GB PCIe SSD (NVMe), Z Turbo Drive 256-GB PCIe SSD (NVMe), TLC Primary 2.5-in SATA hard drive Primary 2.5-in storage not required if PCIe SSD selected Support for 6.35-cm (2.
Category Description Support for Miracast Support for the following WLAN formats: ● Intel Dual Band Wireless-AC 8260 3rd Gen Intel 802.11ac, Dual Band, 2x2 Wi-Fi + Bluetooth 4.2 ● Intel Dual Band Wireless-AC 8260 3rd Gen Intel 802.11ac, Dual Band, 2x2 Wi-Fi + Bluetooth 4.
Category Description Power requirements Support for the following AC adapters: ● 150-W HP Smart Adapter, slim 3-wire plug (with ground pin), 1.0 m Power requirements Support for the following batteries ● Security 9-cell, 90-WHr, 2.635-AHr, Li-ion battery (long-life) Support security lock Trusted platform module (TPM 9670) 1.2/2.
Category Description Web-only support: Serviceability 6 Chapter 1 Product description ● Windows 10 Enterprise ● Windows 10 Enterprise 64 LTSB 1507 ● Windows 8.1 Enterprise 64-bit ● Windows 8.1 Professional 64-bit ● Windows 8.1 CH 64 ● Windows 8.1 EM 64 ● Windows 8.
2 External component identification Display Component Description (1) WLAN antennas* Send and receive wireless signals to communicate with wireless local area networks (WLANs). (2) WWAN antennas* (select products only) Send and receive wireless signals to communicate with wireless wide area networks (WWANs). (3) Internal microphones Record sound. (4) Webcam light On: The webcam is in use. (5) Webcam Records video and captures photographs.
Component 1. Description Type support in the taskbar search box, and then select the HP Support Assistant app. ‒ or – Click the question mark icon in the taskbar. 2. Select My PC, select the Specifications tab, and then select User Guides. To access the user guides, select Start > All Programs > HP Help and Support > HP Documentation. Top TouchPad Component 8 Description (1) Pointing stick Moves the pointer and selects or activates 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 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) Fingerprint reader (select products only) Allows a fingerprint logon to Windows, instead of a password logon. Special function keys Component Description (1) esc key Displays system information when pressed in combination with the fn key.
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) (4) (5) 12 Power light Battery light Drive light Speakers Chapter 2 External component identification ● On: The computer is on. ● Blinking: The computer is in the Sleep state, a powersaving state.
Left Component (1) Description Security cable slot Attaches an optional security cable to the computer. NOTE: The security cable is designed to act as a deterrent, but it may not prevent the computer from being mishandled or stolen. (2) RJ-45 (network) jack/status lights Connects a network cable. ● Green (left): The network is connected. ● Amber (right): Activity is occurring on the network. (3) External monitor port Connects an external VGA monitor or projector. (4) USB 3.
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 microphone-only devices. WARNING! To reduce the risk of personal injury, adjust the volume before putting on headphones, earbuds, or a headset.
Component Description (6) Power connector Connects an AC adapter. (7) Battery light When AC power is connected: ● White: The battery charge is greater than 90 percent. ● Amber: The battery charge is from 0 to 90 percent. ● Off: The battery is not charging. 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.
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 17
Item Component Spare part number (1) Display assembly (Touch screen; FHD, UWVA; includes webcam) 848265-001 (2) Display assembly (Non-touch; UHD, UWVA) For more display assembly spare part information, see Display assembly subcomponents on page 21 (3) Non-touch, without webcam 848257-001 Non-touch, with webcam 848258-001 Keyboard (backlit; includes touchpad and keyboard cables) 848311-xx1 For a list of keyboard country codes, see Keyboard on page 49.
Item Component Spare part number (13) Fingerprint reader board (includes cable and double-sided adhesive) 850151-001 The fingerprint reader bracket is available in the Bracket Kit, spare part number 848232-001.
Item Component (20) WLAN module Spare part number Intel Dual Band Wireless-AC 8260 806721-002 Intel Dual Band Wireless-AC 8260 (non-vPro) 806722-002 Fan (21) For use near the processor 848251-001 (22) For use near the graphics board 848252-001 (23) System board (includes battery connector bracket and replacement thermal material) All system boards use the following part numbers: xxxxxx-001: Windows 7 or non-Windows operating systems xxxxxx-601: Windows 10 operating system (24) 20 Equipped
Display assembly subcomponents Item Component (1) Display bezel (2) (3) Spare part number For use only on computer models not equipped with a webcam 848241-001 For use only on computer models equipped with a webcam 850154-001 Webcam/microphone module (includes double-sided adhesive) 848264-001 Microphone module (includes double-sided adhesive) 854110-001 Display panel SVA 848255-001 UWVA 848256-001 (4) Display hinges (includes left and right hinges) 848242-001 (5) Display/Webcam Cabl
Bracket Kit Item Component Spare part number Bracket Kit, includes: 848232-001 (1) USB-C bracket (2) EDP bracket (display cable bracket) (3) Fingerprint reader board bracket (4) Smart card bracket Cable Kit Item 22 Component Spare part number Cable Kit, includes: 848244-001 (1) Touchpad cable (2) Pointing stick cable Chapter 3 Illustrated parts catalog
Plastics Kit Item Component Spare part number Plastics Kit, includes: 850152-001 (1) VGA cap (2) Fingerprint reader bezel (3) SD card reader insert Plastics Kit 23
Mass storage devices 24 Item Component (1) Solid-state drive, M.
Item (2) Component Spare part number 256-GB, Z Turbo drive, PCIe 848235-001 Hard drive/solid-state drive 7.
Component Spare part number South Korea 267836-001 Switzerland 213354-001 Taiwan 393313-003 Thailand 285096-001 United Kingdom and Singapore 213351-001 HP Ultraslim Keyed Cable Lock 703372-001 HP USB Type-C to VGA Adapter 831751-001 HP USB Type-C to DisplayPort Adapter 831753-001 HP Thunderbolt 3 Dock 849784-001 HP ZBook Thunderbolt 3 power cable 855116-001 HP ZBook Thunderbolt 3 cable, 1 meter 914966-001 HP HDMI to DVI Adapter 749038-001 HP Professional Slim Top Load Case 703888-
4 Removal and replacement procedures preliminary requirements Tools required You will need the following tools to complete the removal and replacement procedures: ● Torx T8 screw driver ● Flat-bladed screw driver ● Magnetic screw driver ● Phillips P0 and P1 screw drivers 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.
3. Lift the bottom cover off the computer (2). Reverse this procedure to install the bottom cover.
Battery Description Spare part number 9-cell, 90-WHr, 2.635-AHr, li-ion battery 808452-002 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.
SIM card The SIM card is installed in a slot located under the battery. Before removing the SIM card, follow these steps: 1. Turn off the computer. If you are unsure whether the computer is off or in Hibernation, turn the computer on, and then shut it down through the operating system. 2. Disconnect the power from the computer by unplugging the power cord from the computer. 3. Disconnect all external devices from the computer. 4. Remove the bottom cover (see Bottom cover on page 32). 5.
Memory module Description Spare part number For use in models with Intel Core processors 16-GB 820571-002 8-GB 820570-002 4-GB 820569-002 For use in models with Xeon Core processors 16-GB 835886-002 8-GB 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.
Remove the memory module: 1. Spread the retaining tabs (1) on each side of the memory module slot to release the memory module. (The memory module tilts up.) 2. Remove the memory module (2) by pulling the module away from the slot at an angle. Reverse this procedure to install a memory module. NOTE: Memory modules are notched to prevent incorrect installation.
6 Removal and replacement procedures for Authorized Service Provider parts CAUTION: Components described in this chapter should only be accessed by an authorized service provider. Accessing these parts can damage the computer or void the warranty. Component replacement procedures This chapter provides removal and replacement procedures for Authorized Service Provider only parts. There are as many as 68 screws that must be removed, replaced, and/or loosened when servicing the computer.
b. Remove the display bezel. The display bezel is available using the following spare part numbers: 848241-001: Models without a webcam 850154-001: Models with a webcam 3. If it is necessary to replace the display panel: a. Remove the four Phillips PM2.0×3.0 screws that secure the display panel to the display enclosure.
CAUTION: Make sure the work surface is clear of tools, screws, and any other foreign objects. Failure to follow this caution can result in damage to the display panel. b. Lift the top edge of the display panel (1) and swing it up and forward until it rests upside down in front of the display enclosure. c. Release the adhesive strip that secures the display panel cable connector to the rear of the display panel, and then disconnect the display panel cable from the display panel (2). d.
c. Remove the webcam/microphone module (3). The webcam/microphone module is available using spare part number 848264-001. The microphone module is available using spare part number 854110-001. Reverse this procedure to reassemble and install the display assembly components.
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 806721-002 Intel Dual Band Wireless-AC 8260 (non-vPro) 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: WLAN modules are notched to prevent incorrect installation. 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 Description Spare part number HP lt4120 LTE/EVDO/HSPA+ Gobi 4G Mobile Broadband Module 800870-002 HP hs3110 HSPA+ Mobile Broadband Module 822828-002 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.
NOTE: If the WWAN antenna cables are not connected to the terminals on the WWAN module, protective sleeves should be installed on the antenna connectors, as shown in the following illustration. Reverse this procedure to install the WWAN module. RTC battery Description Spare part number RTC battery (includes cable and double-sided adhesive) 848234-001 Before removing the RTC battery, follow these steps: 1. Turn off the computer.
2. Detach the RTC battery (2) from the base enclosure. (The RTC battery is attached to the base enclosure with double-sided adhesive.) 3. Remove the RTC battery and cable. Reverse this procedure to install the RTC battery.
Keyboard For use in country or region Spare part number For use in country or region Spare part number Keyboard with backlight and pointing stick (includes keyboard cable and backlight cable: The pointing stick cable is available in the Cable Kit using spare part number 848244-001.
50 2. Partially open the computer. 3. Rest and secure the computer on its left side. 4. Insert a thin tool into the keyboard release hole near the fan, and then press on the back of the keyboard until the keyboard disengages from the computer. 5. Turn the computer right-side up, with the front toward you. 6. Open the computer as far as it will open.
7. Lift the rear edge of the keyboard and swing the it up and forward until it rests upside down on the palm rest (1). 8. Swing the rear edge of the keyboard (1) up and forward until it rests upside down on the palm rest. 9. Release the zero insertion force (ZIF) connector (2) to which the keyboard cable is attached, and then disconnect the keyboard cable from the system board (3). 10.
Speakers Description Spare part number Speakers (includes cable) 848233-001 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 bottom cover (see Bottom cover on page 32). 5.
Touchpad module Description Spare part number Touchpad module 850944-001 The touchpad module cable is available in the Cable Kit using spare part number 848244-001. Before removing the touchpad module, follow these steps: 1. Turn off the computer. If you are unsure whether the computer is off or in Hibernation, turn the computer on, and then shut it down through the operating system. 2. Disconnect the power from the computer by unplugging the power cord from the computer. 3.
LED board Description Spare part number LED board 848246-001 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 bottom cover (see Bottom cover on page 32). 5.
Fans Description Spare part number Fan for use over the processor 848251-001 Fan for use over the graphics card 848252-001 Before removing the fan, follow these steps: 1. Turn off the computer. If you are unsure whether the computer is off or in Hibernation, turn the computer on, and then shut it down through the operating system. 2. Disconnect the power from the computer by unplugging the power cord from the computer. 3. Disconnect all external devices from the computer. 4.
a. Remove the antenna cable from the clips in the fan (2). b. Disconnect the fan cable from the system board (3). c. Loosen the two captive Phillips screws that secure the fan to the computer (4). d. Remove the fan assembly (5). Reverse this procedure to install the fan.
Smart card reader Description Spare part number Smart card reader (includes cable) 848245-001 The smart card reader bracket is available in the Bracket Kit, spare part number 848232-001. Before removing the smart card reader, follow these steps: 1. Turn off the computer. If you are unsure whether the computer is off or in Hibernation, turn the computer on, and then shut it down through the operating system. 2. Disconnect the power from the computer by unplugging the power cord from the computer. 3.
Hard drive NOTE: The hard drive spare part kit does not include the hard drive bracket or screws. These components are included in the Hard Drive Hardware Kit, spare part number 848231-001.
2. Lift the hard drive (2). 3. If it is necessary to disassemble the hard drive, perform the following steps: a. Remove the four Phillips PM3.0×3.0 screws (1) that secure the hard drive bracket to the hard drive. b. Remove the hard drive bracket from the hard drive (2). c. Remove the hard drive connector and cable from the hard drive (3). The hard drive bracket and screws are available in the Hard Drive Hardware Kit, spare part number 848231-001. Reverse this procedure to install the hard drive.
Fingerprint reader board Description Spare part number Fingerprint reader board (includes bracket, cable, and double-sided adhesive) 850151-001 The fingerprint reader bracket is available in the Bracket Kit, spare part number 848232-001. 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.
5. The fingerprint reader board cable is attached to the top cover with double-sided adhesive. Use a tool to pry the fingerprint reader board up (4), and then remove the board and cable. Reverse this procedure to install the fingerprint reader board.
Heat sink assembly NOTE: Only remove the heat sink from the system board if its removal is required to remove other components. It is preferred to leave the heat sink connected to the system board when possible to preserve the thermal materials used between the heat sink and system board. Removal of the heat sink requires reapplication of this thermal material. NOTE: The heat sink assembly spare part kit includes replacement thermal material.
c. Remove the fan/heat sink assembly (9). NOTE: Due to the adhesive quality of the thermal material located between the fan/heat sink assembly and the system board components, it may be necessary to move the heat sink assembly from side to side to detach it. 2. On models with UMA graphics memory: a. Following the (1) through (4) sequence stamped into the processor heat sink, loosen the four Phillips captive screws that secure the processor heat sink to the system board.
b. Remove the fan/heat sink assembly (5). NOTE: Due to the adhesive quality of the thermal material located between the fan/heat sink assembly and the system board components, it may be necessary to move the heat sink assembly from side to side to detach it. NOTE: The thermal material must be thoroughly cleaned from the surfaces of the heat sink assembly and the system board components each time the fan/heat sink assembly is removed.
● On models with UMA graphics memory, thermal pads are used on the processor (1) and the heat sink section (2) that services it Reverse this procedure to install the heat sink assembly.
Graphics board NOTE: The graphics board spare part kit includes replacement thermal material. Description Spare part number NVIDIA Quadro M1000M graphics board 848261-001 NVIDIA Quadro M2000M graphics board 848262-001 NVIDIA Quadro M600M graphics board 910536-001 AMD FirePro W5170M graphics board 848263-001 Before removing the graphics board, follow these steps: 1. Turn off the computer.
System board NOTE: The system board spare part kit includes battery connector bracket and replacement thermal material.
1. Remove the two Phillips PM2.0×3.0 screws from the bracket atop the display connector (1), and then remove the bracket (2). 2. Disconnect the display cable (3). 3. Disconnect the remaining cables from the system board: (4) Fingerprint reader cable (5) Touchpad cable (6) RTC battery cable (7) Speaker cable (8) LED board cable 4. 68 Remove the two Phillips PM2.5×7.0 screws (1) from the VGA bracket, and then remove the bracket (2).
5. Remove the three Phillips PM2.5×7.0 screws (3) from the USB-C bracket, and then remove the bracket (4). 6. Remove the four Phillips PM2.5×5.0 screws (1) that secure the system board to the computer. 7. Lift up on the left side of the system board (2) until it rests at an angle. 8. Remove the system board (3) by sliding it up and to the left. Reverse this procedure to install the system board.
Buttons Before removing the buttons, follow these steps: 1. Turn off the computer. If you are unsure whether the computer is off or in Hibernation, turn the computer on, and then shut it down through the operating system. 2. Disconnect the power from the computer by unplugging the power cord from the computer. 3. Disconnect all external devices from the computer. 4. Remove the bottom cover (see Bottom cover on page 32). 5. Disconnect the battery (see Battery on page 34). 6.
Display assembly NOTE: Touch display assemblies are spared as a whole unit assemblies only. Non-touch display assemblies are spared at the subcomponent level and as whole units. To remove the display assembly and non-touch display subcomponents, 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.
9. Remove the hinge cover (2). 10. Separate the display from the computer (3). 11. If it is necessary to replace the display assembly subcomponents: a. 72 Flex the inside edges of the top edge (1), the left and right sides (2), and the bottom edge (3) of the display bezel until the bezel disengages from the display enclosure.
b. Remove the display bezel. The display bezel is available using the following spare part numbers: 848241-001: Models without a webcam 850154-001: Models with a webcam NOTE: The display assembly will not be connected to the computer as shown in the following image. 12. If it is necessary to replace the display panel: a. Remove the four Phillips PM2.0×3.0 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. 74 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.
d. Remove the display panel from the display enclosure (3). NOTE: The display assembly will not be connected to the computer as shown in the following image. e. Remove the display panel. The display panel is available using spare part numbers 848255-001 (SVA panel), 848256-001 (UWVA panel). 13. If it is necessary to replace the webcam/microphone module or microphone module: CAUTION: Handle the webcam/microphone module and microphone module with caution.
c. Remove the webcam/microphone module (3) from the display enclosure. d. Remove the webcam/microphone module. The webcam/microphone module is available using spare part number 848264-001. The microphone module is available using spare part number 854110-001. 14. If it is necessary to replace the display hinges: a. Remove the display cable from the left hinge (1). b. Remove the antenna cables from the right hinge (2). c. Remove the eight Phillips PM2.5×2.
a. Remove the cable from under the tape on the left side of the display enclosure (1). b. Remove the display/webcam cable from the enclosure (2). The display/webcam cable is available using spare part number 848253-001. 16. If it is necessary to replace the WLAN antennas, release the WLAN antenna cables from the routing channels built into the display enclosure (1), and then lift the cables from the display enclosure (2).
17. If it is necessary to replace the WWAN antennas, release the WWAN antenna cables from the routing channels built into the display enclosure (1), and then lift the cables from the display enclosure (2). The WWAN antennas are available using spare part number 848229-001 Reverse this procedure to reassemble and install the display assembly.
Lock bracket Before removing the lock 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. Disconnect all external devices from the computer. 4. Remove the bottom cover (see Bottom cover on page 32). 5. Disconnect the battery (see Battery on page 34). 6.
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.
Table 7-1 Troubleshooting methodology and general troubleshooting steps (continued) 13. Replace the system board on page 97 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.
5. I/O devices (Input/Output) 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 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 118 1. Keyboard on page 124 1. 1. 2. Dead pixel on page 120 Keyboard point stick on page 125 Fan error message - 90B on page 137 2. Hard drive/solid-state drive not recognized on page 134 2. 2. No boot to operating system (no read/write error) on page 134 Noise (sound) on page 138 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 drive 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 93. 2. Verify all connections and reseat parts (10. Reseat cables and connections on page 95). Verify system board Tips and tricks 1. Test essential hardware configuration (11. Test with minimum configuration on page 96, 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 96) 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 85) and perform soft reset (9. Soft reset (Default Settings) on page 95) 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 108 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 86. 5. Remove or undo recently added hardware (5. Remove or uninstall recently added hardware, software on page 85). 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 94). 2. Perform soft reset (9. Soft reset (Default Settings) on page 95). 3. Update BIOS and drivers (4. Update BIOS and drivers on page 85). a. Roll back to previous version may be necessary. b. Go to safe mode to install drivers. 4. Run Hardware Diagnostics (6.
● Blank screen ● Some light activity 1. Verify that front power light (7. Status lights, blinking light codes, troubleshooting lights, and POST error messages on page 90) 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. Update BIOS and drivers on page 85) 3. Verify power management settings in Windows Power Options. Disable Sleep options if the issue is resolved. 4. Screen saver is set.
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.
USB Symptoms ● USB devices are not recognized ● USB devices are not charging Possible causes 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 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 (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 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 94). 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 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 94). 2. Reset BIOS to default (9. Soft reset (Default Settings) on page 95). 3. Verify drive connection and flex cable. Reseat connection (10. Reseat cables and connections on page 95). 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 than 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 139) 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 85) 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 storage device may have failed. Contact support for assistance. Hard Disk Test Hard Disk 2 Full 306 The storage device 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 hard drive test. See Testing a Hard Disk using the Built in Self Test for more information.
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://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, 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.
1. Start Computer Setup. See Starting Computer Setup on page 156. 2. Select Main, and then select System Information. 3. To exit Computer Setup without saving your changes, select the Exit icon in the lower-right corner of the screen, and then follow the on-screen instructions. – or – Select Main, select Ignore Changes and Exit, and then press enter. To check for later BIOS versions, see Downloading a BIOS update on page 158.
NOTE: After a message on the screen reports a successful installation, you can delete the downloaded file from your storage device. Changing the boot order using the f9 prompt To dynamically choose a boot device for the current startup sequence, follow these steps: 1. Access the Boot Device Options menu: ● Computers or tablets with keyboards: ▲ ● Tablets without keyboards: ▲ 2. Turn on or restart the computer, and when the HP logo appears, press f9 to enter the Boot Device Options menu.
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 continuously 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.
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 products only), or create system repair media (select products 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 170. 3.
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 Backup and recovery 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.
configures the settings for the programs. HP Recovery media can also be used to customize the system or restore the factory image if you replace the storage device. – Only one set of recovery media can be created. Handle these recovery tools carefully, and keep them in a safe place. – HP Recovery Manager examines the computer and determines the required storage capacity for the media that will be required.
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.
NOTE: Only the options available for your computer display when you start the recovery process. ● System Recovery—Reinstalls the original operating system, and then configures the settings for the programs that were installed at the factory. ● Factory Reset—Restores the computer to its original factory state by deleting all information from the storage device and re-creating the partitions. Then it reinstalls the operating system and the software that was installed at the factory.
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. Access BIOS: For computers or tablets with keyboards attached: ▲ Turn on or restart the computer or tablet, quickly press esc, and then press f9 for boot options. For tablets without keyboards: ▲ Turn on or restart the tablet, and then quickly hold down the volume down button; then select f9.
13 Specifications Computer specifications Metric U.S. Width 38.6 cm 15.2 in Depth 26.4 cm 10.4 in Height (front) 2.6 cm 1.0 Weight (computer equipped with the lightest panel, Core i5 processor, discrete graphics, (1) 8-GB SODIMM, SATA SSD, WLAN module, WWAN module, no fingerprint reader, 9-cell battery, backlit keyboard, touchpad) 2.7 kg 5.95 lb Dimensions Input power Operating voltage and current 19.5 V dc @ 7.
Hard drive specifications 1-TB* 500-GB** Height 9.5 mm 9.5 mm Length 100.4 mm 100.4 mm Width 69.9 mm 69.9 mm Weight 110 g 110 g Interface type SATA SATA Synchronous (maximum) 1.1 GB/sec 1.1 GB/sec Security ATA security ATA security Single track 1.5 ms 1.
M.2 solid-state drive specifications 256-GB* 512-GB* Height 1 mm 1 mm Length 50.8 mm 50.8 mm Width 28.9 mm 28.9 mm Weight < 10 g < 10 g Interface type ATA-7 ATA-7 Sequential Read Up to 540 MB/s Up to 500 MB/s Random Read Up to 85K IOPs Up to 84K IOPs Sequential Write Up to 280 MB/s Up to 455 MB/s Random Write Up to 67K IOPs Up to 59K IOPs Ready time, Maximum (to not busy) 1.0 s 3.0 s Logical 0.1 0.1 Total logical sectors 500,118,192 1.000.215.
M.2 PCIe solid-state drive specifications 256-GB* 512-GB* Height 1 mm 1 mm Length 50.8 mm 50.8 mm Width 28.9 mm 28.9 mm Weight < 10 g < 10 g Interface type ATA-7 ATA-7 Sequential Read Up to 2150 MB/s Up to 2150 MB/s Random Read Up to 300,000 IOPs Up to 300,000 IOPs Sequential Write Up to 1260 MB/s Up to 1550 MB/s Random Write Up to 100,000 IOPs Up to 100,000 IOPs Ready time, Maximum (to not busy) 1.0 s 1.0 s Logical 0.1 0.
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 Power cord set requirements The wide-range input feature of the computer permits it to operate from any line voltage from 100 to 120 volts AC, or from 220 to 240 volts AC. The 3-conductor power cord set included with the computer meets the requirements for use in the country or region where the equipment is purchased. Power cord sets for use in other countries and regions must meet the requirements of the country or region where the computer is used.
Country/region Accredited agency Applicable note number South Korea EK 4 Sweden CEMKO 1 Switzerland SEV 1 Taiwan BSMI 4 The United Kingdom BSI 1 The United States UL 2 1. The flexible cord must be Type HO5VV-F, 3-conductor, 1.0-mm² conductor size. Power cord set fittings (appliance coupler and wall plug) must bear the certification mark of the agency responsible for evaluation in the country or region where it will be used. 2. The flexible cord must be Type SPT-3 or equivalent, No.
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 25 Antenna Kit, WLAN spare part number 21 Antenna Kit, WWAN spare part number 21 audio, product description 3 audio-out (headphone)/audio-in (microphone) combo jack, identifying 14 B Backup and Restore 169 backup tools 167 backups 172 creating 168 recovering 169 battery removal 34 spare part numbers 18, 34 battery light 15 battery light, identifying 12 BIOS determining version 157, 162 downloading an update 158, 162 updating 157, 162 Blu-ray R/RE DVD±RW SuperMulti Doub
fingerprint reader board removal 60 spare part number 19, 60 fingerprint reader board bracket illustrated 22 removal 60 fn key, identifying 11 function keys 11 G graphics board removal 66 spare part numbers 18, 66 graphics, product description 1 grounding guidelines 28 guidelines equipment 31 grounding 28 packaging 30 transporting 30 workstation 30 H hard drive product description 3 removal 58 spare part numbers 18, 25, 58 specifications 178 hard drive bracket illustrated 25 removal 59 Hard Drive Hardware K
optical drive precautions 28 original system recovery 174 P packaging guidelines 30 plastic parts, service considerations 27 Plastics Kit components 23 spare part number 23 pointing device, product description 4 pointing stick 8 pointing stick cable illustrated 22 ports external monitor 13 HDMI 14 product description 4 USB 3.0 14 USB 3.
Startup Repair, using 169 storage device precautions 28 storage device recovery 170 supported discs, recovery 173 Sure Start using 159, 164 system board removal 67 spare part numbers 20, 67 system memory, removing personal data from volatile 181 system recovery 174 system restore point creating 173 system restore point, creating 172 T thermal board spare part number 18 tools required 27 top cover spare part number 18 TouchPad buttons 8 touchpad cable illustrated 22 TouchPad light, identifying 9 touchpad mod
