HP EliteBook 850 G4 Notebook PC HP ZBook 15u G4 Mobile Workstation Maintenance and Service Guide
© Copyright 2016 HP Development Company, L.P. AMD and AMD Radeon are trademarks of Advanced Micro Devices, Inc. Bluetooth is a trademark owned by its proprietor and used by HP Inc. under license. Intel and Core are trademarks of Intel Corporation in the U.S. and other countries. Linux® is the registered trademark of Linus Torvalds 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.
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 only 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 .................................................................................................................. 7 Right .......................................................................................................................................................................
5 Removal and replacement procedures for Customer Self-Repair parts ............................................................. 34 Component replacement procedures .................................................................................................................. 34 Bottom cover ..................................................................................................................................... 34 Battery ......................................................................
Remotely deploying BIOS and drivers .......................................................... 87 Analyze the issue ............................................................................................................................... 87 5. Remove or uninstall recently added hardware, software .......................................... 87 6. HP Hardware Diagnostics and Tools ........................................................................... 88 HP PC Hardware Diagnostics (UEFI) ............
Diagnostics error messages ......................................................................................... 109 BIOS password .............................................................................................................. 110 Performance (OS) ............................................................................................................................ 110 Intermittent shutdown ..............................................................................................
Read-write error ........................................................................................................... 136 Slow performance ......................................................................................................... 136 Blue screen (BSOD) error .............................................................................................. 136 Noisy hard drive ............................................................................................................
Changing the boot order using the f9 prompt ................................................................................ 159 TPM BIOS settings (select products only) ......................................................................................................... 160 Using HP Sure Start (select products only) ....................................................................................................... 160 10 Using HP PC Hardware Diagnostics (UEFI) ......................................
1 Product description Category Description Product Name HP EliteBook 850 G4 Notebook PC EliteBook 850 √ HP ZBook 15u G4 Mobile Workstation Processors 7th-generation Intel® Core™ processors: ZBook 15u √ √ √ Intel Core i7-7600U Intel Core i7-7500U Intel Core i5-7300U Intel Core i5-7200U Intel Core i3-7100U √ Chipset Integrated with processor √ √ Graphics Internal graphics: √ √ Intel HD Graphics 620 Supports dual-display ports through the dock Supports 3 independent displays through the 20
Category Description EliteBook 850 ZBook 15u √ √ √ √ Full high-definition (FHD), AntiGlare (AG) 72%, UWVA, 300 nits (1920 x 1080) with and without webcam Ultra high-definition (UHD), AntiGlare (AG) 95%, UWVA, eDP 1.
Category Description ● 256 GB, PCIe, NVMe, MLC, HP Z Turbo Drive ● 256 GB, PCIe, NVMe, TLC; HP Z Turbo Drive EliteBook 850 M.
Category Description EliteBook 850 ZBook 15u Two WWAN antennas (world wide 5 band, configured at top of panel on all units) Supports the following WWAN formats: ● Foxconn HP It4120 LTE/EVDO/HSPA+ with GPS M.2 ● Huawei HP It4132 - LTE/HSPA+ with GPS M.
Category Description EliteBook 850 ZBook 15u √ √ 3 wire plug, 1.8 m Security Security lock Fingerprint reader Supports “no fingerprint reader” option Supports Trusted Platform Module (TPM) 2.0/1.2 downgradeable (Infineon, soldered down; default is TPM 2.0) Integrated Smart Card reader (active) Preboot authentication (password, smart card) Operating system Preinstalled: √ Windows 10 Home 64 Windows 10 Professional 64 FreeDOS 2.
Category Description Hard drive Solid-state drive Memory module WLAN module WWAN module Keyboard 6 Chapter 1 Product description EliteBook 850 ZBook 15u
2 External component identification Right Component Description (1) USB Type-C basic port When the computer is on, connects and charges a USB device that has a Type-C connector, such as a cell phone, camera, activity tracker, or smartwatch, and provides data transfer. (2) Dual-Mode DisplayPort Connects an optional digital display device, such as a highperformance monitor or projector.
Component Description NOTE: When a device is connected to the jack, the computer speakers are disabled. (5) USB 3.x port Connects a USB device, such as a cell phone, camera, activity tracker, or smartwatch, and provides data transfer. (6) RJ-45 (network) jack/status lights Connects a network cable. ● Green (left): The network is connected. ● Amber (right): Activity is occurring on the network. (7) Docking connector Connects an optional docking device.
Display Component Description (1) WLAN antennas* (2) Send and receive wireless signals to communicate with wireless local area networks (WLANs). (2) WWAN antennas* (2) Send and receive wireless signals to communicate with wireless wide area networks (WWANs). (3) Internal microphones (2) Record sound. (4) Webcam light (select products only) On: The webcam is in use. (5) Webcam (select products only) Records video and captures photographs.
Top TouchPad Component 10 Description (1) Pointing stick Moves the pointer on the screen. (2) Left pointing stick button Functions like the left button on an external mouse. (3) TouchPad on/off button/TouchPad light Turns the TouchPad on and off. ● On: The TouchPad is off. ● Off: The TouchPad is on. (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) (2) Description Power light Microphone mute 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. ● Amber: microphone sound is off. ● Off: microphone sound is on. (3) Num lk light On: Num lock is on.
Buttons, speakers, and fingerprint reader Component (1) Description Power button ● When the computer is off, press the button to turn on the computer. ● When the computer is on, press the button briefly to initiate Sleep. ● When the computer is in the Sleep state, press the button briefly to exit Sleep. ● When the computer is in Hibernation, press the button briefly to exit Hibernation. CAUTION: Pressing and holding down the power button results in the loss of unsaved information.
Component Description A wireless network must be set up before a wireless connection is possible. (4) Volume mute button Mutes and restores speaker sound. (5) Fingerprint reader (select products only) Allows a fingerprint logon to Windows, instead of a password logon. Keys Component Description (1) esc key Displays system information when pressed in combination with the fn key.
Using the hot keys To use a hot key: ▲ Press the fn key, and then press one of the keys listed in the following table. 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 backlight keyboard off or on.
Bottom Component Description (1) Docking connectors (2) Connect an optional docking device. (2) Vents (2) 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.
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 laser etched on 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. NOTE: Details about your computer, including model, serial number, product key, and length of warranty, are on the service tag at the bottom of your computer. See Labels on page 17 for details.
Item Component (1) Display assembly, touch Spare part number Touch screen display assemblies are spared only as whole unit hinge-ups. Non-touch display assemblies are spared at the subcomponent level only. For more nontouch display assembly spare part information, see Display assembly subcomponents on page 22. (2) HP EliteBook 850 G4 Notebook PC models 914983-001 HP ZBook 15u G4 Mobile Workstation models 915927-001 Keyboard For a detailed list of keyboard country codes, see Keyboard on page 50.
Item Component Spare part number (10) Speakers (includes cable) 821170-001 (11) Fingerprint reader assembly (includes cable) 849912-001 (12) USB/audio board (includes cable) 916923-001 (13) System board (includes processor and replacement thermal material, see System board on page 65) All system boards use the following part numbers: xxxxxx-001: Non-Windows operating systems xxxxxx-601: Windows operating system For use in models with UMA graphics (HP EliteBook 850 G4 Notebook PC models only): ●
Item Component Spare part number ● 256 GB, PCIe, Turbo Drive, MLC 915933-001 ● 256 GB, PCIe, Turbo Drive, TLC 915929-001 ● 256 GB, SATA-3, self-encrypting (SED), Opal 2, TLC 915928-001 Heat sink/fan assembly (15) For use in models with discrete graphics 821185-001 (16) For use in models with UMA graphics (HP EliteBook 850 G4 Notebook PC models only) 821184-001 (17) WLAN/Bluetooth combo card (18) Intel Dual band wireless-AC 8265 802.11AC 2x2 WiFi + BT 4.
Display assembly subcomponents Item Component Spare part number (1) Bezel 821183-001 Hinge covers (left and right) 821187-001 (Hinge Kit) (2a) Left hinge cover (2b) Right hinge cover Hinge Kit (includes left and right hinges) 22 821187-001 (3a) Left hinge (3b) Right hinge (4) Microphone module 920485-001 (5) Webcam module (includes microphone) 800575-020 (6) Display/webcam cable (HD/FHD and UHD) 914749-001 (Cable Kit) (7) WLAN antenna (spared with display enclosure) Chapter 3 I
Item Component (8) WWAN antenna (spared with display enclosure) (9) Raw panel Spare part number HP EliteBook 850 G4 Notebook PC models ● HD 806864-005 ● FHD 721363-016 ● UHD 813033-002 HP ZBook 15u G4 Mobile Workstation models (10) ● FHD, SVA 819354-003 ● FHD, UWVA 819355-004 ● UHD, UWVA 819356-004 Display enclosure (includes antennas) HP EliteBook 850 G4 Notebook PC models ● HD/FHD models 821180-001 ● UHD models 918428-001 HP ZBook 15u G4 Mobile Workstation models ● FHD mo
Plastics Kit Item 24 Component Spare part number Plastics kit 821175-001 (1) Fingerprint reader blank (2) Fingerprint reader bracket (3) SD card blank (4) Solid-state drive insert (5) RJ-45 door (6) Rubber feet Chapter 3 Illustrated parts catalog
Mass storage devices Item Component (1) Hard drive, 7 mm Spare part number 1 TB, 5400 rpm 762990-001 500 GB, 7200 rpm, FIPS 820572-001 500 GB, 7200 rpm, Opal-2 820573-001 500 GB, 7200 rpm 703267-001 500 GB, 5400 rpm, hybrid, 8 GB cache 732000-001 (2) Hard drive hardware kit 821665-001 (3) Solid-state drive (M.
Item Component Spare part number ● 256 GB, SATA-3, self-encrypting (SED), Opal 2, TLC 917759-001 ● 128 GB, SATA-3 917756-001 HP ZBook 15u G4 Mobile Workstation models ● 1 TB, PCIe, Turbo Drive, MLC 915930-001 ● 512 GB, PCIe, Turbo Drive, MLC 915931-001 ● 512 GB, PCIe, Turbo Drive, self-encrypting (SED), Opal 2, TLC 915932-001 ● 512 GB, SATA-3, FIPS, TLC 920051-001 ● 256 GB, PCIe, Turbo Drive, MLC 915933-001 ● 256 GB, PCIe, Turbo Drive, TLC 915929-001 ● 256 GB, SATA-3, self-encryp
Miscellaneous parts Component Spare part number AC adapter, non-PFC, 4.
Component Spare part number India 404827-003 Israel 398063-003 Italy 213352-008 Japan 349756-002 North America 213349-009 People’s Republic of China 286497-008 South Africa 361240-002 South Korea 267836-008 Switzerland 213354-008 Taiwan 393313-003 Thailand 285096-006 United Kingdom and Singapore 213351-008 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: ● Phillips P0 screwdriver Service considerations The following sections include some of the considerations that you must keep in mind during disassembly and assembly procedures. NOTE: As you remove each subassembly from the computer, place the subassembly (and all accompanying screws) away from the work area to prevent damage.
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.
Grounding guidelines Electrostatic discharge damage Electronic components are sensitive to electrostatic discharge (ESD). Circuitry design and structure determine the degree of sensitivity. Networks built into many integrated circuits provide some protection, but in many cases, ESD contains enough power to alter device parameters or melt silicon junctions. A discharge of static electricity from a finger or other conductor can destroy static-sensitive devices or microcircuitry.
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 This chapter provides 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.
2. Remove the 11 rubber screw covers and the SD card reader blank from the bottom cover. NOTE: The RJ-45 door and the SD card reader insert is available in the Plastics Kit using spare part number 821175-001. NOTE: Multiple RJ-45 doors are available using spare part number 917396-001. The kit contains 20 doors. 3. Remove the 11 Phillips M2.5x5.0 screws (1) - (11) and the Phillips M2.0x7.0 screw (12) in the order shown in the following image. NOTE: The longer (Phillips M2.0x7.
4. Lift the bottom cover off the computer. Reverse the removal procedures to install the bottom cover. Replacing the bottom cover When replacing the bottom cover screws, after placing the cover on the computer, be sure to install the screws in the order indicated in the following image (1) – (12). IMPORTANT: Failure to install the screws in the correct order can result in uneven bottom cover installation. NOTE: There are five different sizes of rubber screw covers.
The rubber-screw cover locations are shown in the following image. NOTE: If installing new rubber screw covers, carefully inspect for adhesive tape liner inside the cap and remove if present. To properly insert the rubber covers, be sure to orient the covers in the correct direction: 1. Place the lower edge into the recess (1), followed by the higher edge (2). 2. Use a small plastic rod or the soft part of your finger (not a fingernail) to ensure compaction into the recess. 3.
Battery Description Spare part number Battery, 3-cell, 51 WHr, 4.42 Ah 854108-850 Before removing the battery, follow these steps: 1. Shut down the computer. If you are unsure whether the computer is off or in Hibernation, turn the computer on, and then shut it down through the operating system. 2. Disconnect all external devices connected to the computer. 3.
Hard drive Description Spare part number 1 TB, 5400 rpm, 7 mm 762990-001 500 GB, 7200 rpm, 7 mm, FIPS 820572-001 500 GB, 7200 rpm, 7 mm, Opal-2 820573-001 500 GB, 7200 rpm, 7 mm 703267-001 500 GB, 5400 rpm, 7 mm, hybrid, 8 GB cache 732000-001 Before removing the hard drive, follow these steps: 1. Shut down the computer. If you are unsure whether the computer is off or in Hibernation, turn the computer on, and then shut it down through the operating system. 2.
4. To remove the hard drive cover from the hard drive, remove the 4 Phillips M3.0×3.0 screws (1) that secure the cover to the drive, and then lift the cover up and off the hard drive (2). Reverse this procedure to install a hard drive.
Solid-state drive (SSD) Description Spare part number HP EliteBook 850 G4 Notebook PC models 512 GB, PCIe, Gen3x4, NVMe, TLC 917758-001 512 GB, PCIe, Gen3x4, NVMe, self-encrypting (SED), Opal 2, TLC 917760-001 512 GB, PCIe, Gen3x4, NVMe, MLC 917755-001 512 GB, SATA-3, FIPS-140–2, TLC 917382-003 360 GB, PCIe, Gen3×4, NVMe, SS, TLC 919691-003 256 GB, PCIe, Gen3×4, NVMe, TLC 917757-001 256 GB, SATA-3, self-encrypting (SED), Opal 2, TLC 917759-001 128 GB, SATA-3 917756-001 HP ZBook 15u G4 Mobi
2. Remove the drive (2) by pulling it away from the connector. NOTE: M.2 solid-state drives are designed with notches to prevent incorrect insertion. Reverse this procedure to install the solid–state drive.
Memory modules NOTE: Primary and expansion memory is installed in a side-by-side configuration in the bottom of the computer. If only one memory module is installed, it must be installed in the socket labeled 1. Description Spare part number 4-GB (DDR-2400) 862397-850 8-GB (DDR-2400) 862398-850 16-GB (DDR-2400) 865396-850 Update BIOS before adding memory modules Before adding new memory, make sure you update the computer to the latest BIOS.
2. Remove the memory module (2) by pulling the module away from the slot at an angle. NOTE: Memory modules are designed with a notch to prevent incorrect insertion into the memory module slot. NOTE: The computer uses two memory sockets. The socket labeled ‘2’ houses the expansion memory module and the socket labeled ‘1’ houses the primary memory module. The removal procedure is the same for both memory sockets. Reverse this procedure to install a memory module.
WLAN/Bluetooth combo card The computer uses a card that provides both WLAN and Bluetooth functionality. The WLAN module and WWAN module are not interchangeable. Description Spare part number Intel Dual Band Wireless-AC 3165 802.11ac 1x1 WiFi + BT 4.0 combo adapter 851592-001 Intel Dual Band Wireless-AC 8260NGW 802.11a/g/g/n+ac 2x2 WiFi + BT 4.2 combo adapter 851594-001 Intel Dual Band Wireless-AC 8260NGW 802.11a/b/g/n+ac non-vPro 2x2 WiFi + BT 4.
3. Remove the WLAN module by pulling the module away from the slot at an angle (3). NOTE: WLAN modules are designed with a notch to prevent incorrect insertion. NOTE: If the WLAN antennas are not connected to the terminals on the WLAN module, the protective sleeves must be installed on the antenna connectors, as shown in the following illustration. Reverse this procedure to install the WLAN module.
WWAN module The WLAN module and WWAN module are not interchangeable. The WWAN module is available on select models only. Description Spare part number HP lt4120 LTE/EVDO/HSPA+ SnapdragonT X5 LTE Mobile Broadband Module 800870-001 Huawei HP It4132 - LTE/HSPA+ with GPS 845710-001 Fibocom HP hs3210 WW HSPA+ without GPS 860726-001 Before removing the WWAN module, follow these steps: 1. Shut down the computer.
4. Remove the WWAN module (3) by pulling the module away from the slot at an angle. 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.
RTC battery Description Spare part number RTC battery 914384-001 Before removing the RTC battery, follow these steps: 1. Shut down the computer. If you are unsure whether the computer is off or in Hibernation, turn the computer on, and then shut it down through the operating system. 2. Disconnect all external devices connected to the computer. 3. Disconnect the power from the computer by first unplugging the power cord from the AC outlet, and then unplugging the AC adapter from the computer. 4.
Keyboard In this section, the first table provides the main spare part number for the keyboards. The second table provides the country codes.
4. Remove the bottom cover (see Bottom cover on page 34). 5. Remove the battery (see Battery on page 38). Remove the keyboard: 1. Position the computer upside down. 2. Remove the 4 Phillips M2.5×5.0 screws that secure the keyboard to the computer (1). NOTE: The screws are labeled with a keyboard symbol. 3. Position the computer on its side and partially open. 4.
10. Remove the keyboard (8). Reverse this procedure to install the keyboard.
6 Removal and replacement procedures for Authorized Service Provider parts This chapter provides removal and replacement procedures for Authorized Service Provider only 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. CAUTION: This computer does not have user-replaceable parts.
Remove the internal base plate: 1. Remove the 5 Phillips M2.0x7.0 screws (1) and the 6 Phillips M2.5x5.0 screws (2) that secure the internal base plate to the computer. 2. Remove the 5 broadhead Phillips M2.5x2.5 screws that secure the internal base plate to the computer (3). 3. Remove the base plate from the computer (4). Reverse this procedure to install the internal base plate.
Heat sink/fan assembly NOTE: The heat sink/fan assembly spare part kit includes replacement thermal material. Description Spare part number Heat sink/thermal module for use in models with UMA graphics (HP EliteBook 850 G4 Notebook PC models only) 821184-001 Heat sink/thermal module for use in models with discrete graphics 821185-001 Before removing the heat sink/fan assembly, follow these steps: 1. Turn off the computer.
2. Discrete graphics models: 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, processor, and system board spare part kits. 3.
4. UMA graphics models: 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, processor, and system board spare part kits. Reverse this procedure to install the heat sink/fan assembly.
Fingerprint reader assembly Description Spare part number Fingerprint reader assembly (includes cable) 849912-001 Before removing the fingerprint reader assembly, follow these steps: 1. Shut down the computer. If you are unsure whether the computer is off or in Hibernation, turn the computer on, and then shut it down through the operating system. 2. Disconnect all external devices connected to the computer. 3.
Touchpad board Description Spare part number HP EliteBook 850 G4 Notebook PC models Touchpad board without NFC antenna 836620-001 Touchpad board with NFC antenna 837851-001 HP ZBook 15u G4 Mobile Workstation models Touchpad board without NFC antenna 821153-001 Touchpad board with NFC antenna 821154-001 Before removing the touchpad board, follow these steps: 1. Shut down the computer.
3. Lift the top of the touchpad board up, and then pull it forward to remove it from the computer (5). Reverse this procedure to install the touchpad board.
NFC module Description Spare part number NFC (Near Field Communication) module (includes NFC cable, antenna cable, Mylar insulator, and foam) 821666-001 Before removing the NFC module, follow these steps: 1. Turn off the computer. If you are unsure whether the computer is off or in Hibernation, turn the computer on, and then shut it down through the operating system. 2. Disconnect the power from the computer by unplugging the power cord from the computer. 3.
Smart card reader board Description Spare part number Smart card reader board 914380-001 Smart card reader cable (available in Cable Kit) 914749-001 (Cable Kit) Before removing the card reader board, follow these steps: 1. Shut down the computer. If you are unsure whether the computer is off or in Hibernation, turn the computer on, and then shut it down through the operating system. 2. Disconnect all external devices connected to the computer. 3.
3. Pull the plastic tab on the side of the card reader board to disengage the board (3), use a thin tool to pry up the side of board (near touchpad) (4), and then pull the board away from the side of the computer to remove it from the clips built into the computer (5). Reverse this procedure to install the card reader board.
USB/audio board Description Spare part number USB/audio board 916923-001 Before removing the USB/audio board, follow these steps: 1. Shut down the computer. If you are unsure whether the computer is off or in Hibernation, turn the computer on, and then shut it down through the operating system. 2. Disconnect all external devices connected to the computer. 3.
System board NOTE: All system board spare part kits include replacement thermal material.
● WWAN module (see WWAN module on page 47) ● Heat sink/fan assembly (see Heat sink/fan assembly on page 55) Remove the system board: 66 1. Position the computer upright and open as far as possible. 2. Disconnect the card reader cable (1) and the fingerprint reader cable (2) from the system board by lifting the ZIF connectors and removing the cables from the connectors. 3. Close the computer and position it upside down.
4. Disconnect the following cables from the system board: (1) Antenna cables from clips (2) Speaker cable (3) Display cable (4) Touch cable (if equipped) (5) Power button board cable (6) USB/audio board cable 5. Remove the 2 Phillips M2.5×5.0 screws (1) that secure the system board to the computer. 6. Lift the right side of the system board up at an angle (2).
7. Pull the system board toward the right to disengage the connectors from the left side of the computer, and then remove the system board (3). Reverse this procedure to install the system board.
Speaker assembly Description Spare part number Speaker assembly (includes cable) 821170-001 Before removing the speaker assembly, follow these steps: 1. Turn off the computer. If you are unsure whether the computer is off or in Hibernation, turn the computer on, and then shut it down through the operating system. 2. Disconnect the power from the computer by unplugging the power cord from the computer. 3. Disconnect all external devices from the computer. 4.
Display assembly Description Spare part number Display panel assembly, touch screen NOTE: Touch screen display assemblies are spared only as whole unit hinge-ups. NOTE: Non-touch display assemblies are spared at the subcomponent level only. For more non-touch display assembly spare part information, see Display assembly subcomponents on page 22.
3. Lift the display assembly straight up and remove it (2). CAUTION: When installing the display assembly, be sure that the wireless antenna cables are routed and arranged properly. Failure to properly route the antennas can result in degradation of the computer's wireless performance. 4. If you need to remove the display bezel, flex the top (1) of the bezel, the inside edges of the left and right sides (2), and then the bottom (3) of the bezel until it disengages from the display enclosure..
6. If it is necessary to replace the webcam or microphone module, use a thin tool to pry the module away from the double-sided tape on the display enclosure (1), and then disconnect the cable from the module (2). The webcam module is available using spare part number 800575-020. The microphone module is available using spare part number 920485-001.
7. If it is necessary to remove the display panel from the enclosure, remove the 4 Phillips M2.0×2.0 screws that secure the panel to the display enclosure. The raw display panel is available using the following spare part numbers: HP EliteBook 850 G4 Notebook PC models HD panels: 806864-005 FHD panels: 721363-016 UHD panels: 813033-002 HP ZBook 15u G4 Mobile Workstation models FHD, SVA panels: 819354-003 FHD, UWVA panels: 819355-004 UHD panels: 819356-004 8.
10. Remove the display panel from the enclosure. 11. If it is necessary to replace the display covers or hinges, remove the Phillips M2.0×3.0 screws (1) that secure the hinge covers to the display enclosure, and then remove the hinge covers (2). 12. Remove the 6 Phillips M2.0x2.0 screws that secure the hinges to the display enclosure (3), and then remove the display hinges from the display enclosure (4). Display hinge covers and hinges are available in the Hinge Kit using spare part number 821187-001.
13. If it is necessary to replace the display/webcam cable, lift the display/webcam cable assembly (1) from the routing path on the side of the display enclosure (2), and then remove the cable (3). The display cable is available in the Cable Kit using spare part number 914749-001. 14.
15. If it is necessary to replace the WWAN antenna cables, peel the transceivers from the top of the display enclosure (1), remove the antenna cables from the on the sides of the display enclosure (2), and then remove the antenna cables (3). NOTE: The WWAN antennas are spared with the display enclosure.
Power button board Description Spare part number Power button board assembly 914750-001 NOTE: The power button board sits under the left display hinge. You do not have to remove the display to remove the board, but you do have to rotate the left display hinge upward to gain access. Before removing the power button board, follow these steps: 1. Shut down the computer.
5. Pull the tab on the left side of the board, and then remove the board from the computer (5). Reverse this procedure to install the power button board.
Top cover Description Spare part number Top cover for use on HP EliteBook 850 G4 Notebook PC models 821191-001 Top cover for use on HP ZBook 15u G4 Mobile Workstation models 821155-001 The top cover remains after removing all other spared parts from the computer.
7 Interpreting system validation diagnostic front panel LEDs and audible codes During the system validation phase that occurs at system startup, the BIOS validates the functionality of the following subsystems and conditions: ● AC adapter ● System board power ● Processor failure ● BIOS corruption ● Memory failure ● Graphics failure ● System board failure ● BIOS authentication failure If an error is detected, specific patterns of long and short blinks, accompanied by long and short beeps (wh
The red LED blinks to represent the major error category (long blinks). The white LED blinks to represent the minor error category (short blinks). For example, ‘3.5’ indicates 3 long red blinks and 5 short white blinks to communicate the processor is not detected. Component tested BIOS Hardware System board Major/ minor code Error condition Notebook Caps Lock/Num Lock LED Desktop Action 2.
8 Troubleshooting guide This chapter is primarily focused on troubleshooting HP Mobile Workstations and HP Notebooks. The information is provided so that you can solve problems yourself or at least narrow down what may be causing the problem. Based on some of the most common symptoms, this chapter helps to identify logical steps and available resources or tools for resolving an issue. HP recommends that you follow the instructions carefully, observe safety precautions, and note any observations or results.
Resources HP Resource Tool Description Link HP Elite Support Provides live HP Premium support (available 24/7) to Elite computers. http://www8.hp.com/us/en/ads/eliteproducts/overview.html HP Support Center Provides important support, such as warranty, support cases, drivers, Customer Advisories, Customer and Security Bulletins, and Product Change Notices. http://h20565.www2.hp.com/portal/site/ hpsc HP Troubleshooting Support page Provides troubleshooting information for your specific HP computer.
Identify the issue 1. Understand the issue It is important to understand the issue that occurred, including related symptoms. It helps to understand the basic computer boot-up sequence as well as the failure itself. The boot-up sequence and associated failures are described below. Boot up sequence The computer performs several steps after you press the power button or restart the computer. It is important to understand where in the boot-up sequence the symptoms occur.
A single symptom can be listed under different groups. For example, No Video can belong to (1) Power-on or (4) Display; but Flickering when powered should be listed in (4) Display. Or, in another example, a blue screen can be caused by a driver conflict in Performance (4), but it can also be caused by a defective hard drive under (6) Storage. Therefore, failures that share similar symptoms are noted..
Failure classification by hardware devices and mechanical Table 8-4 Failure classification by hardware devices and mechanical 4. Display 5. I/O devices 6. Storage 7. Mechanical 1. Display anomalies on page 119 1. Keyboard on page 125 1. 1. 2. Dead pixel on page 121 Keyboard point stick on page 126 Fan error message - 90B on page 138 2. Hard drive/solid-state drive not recognized on page 135 2. 2. No boot to operating system (no read/write error) on page 135 Noise (sound) on page 139 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.
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 143.
Table 8-6 System diagnostics failure codes and user actions (continued) BIOS Application BIOS Application Error 501 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. No further action is required.
● Example: System board needs replacement. When (1) system 3.3V exists, but one power rail is bad then (2) power good is low (0V), and troubleshooting lights will turn on. After you press the system power button, troubleshooting lights will turn on for 5 seconds and turn off. The system external lights will not light up. Follow general troubleshooting steps (i.e., remove recently added hardware, test with minimum configuration, etc.) prior to replacing the system board. Resolve the issue 8.
4. Unplug the AC adapter from the computer. 5. Press and hold the power button for at least 15 seconds to drain residual power. 6. Reconnect the battery and plug the AC adapter back into the computer, but do not connect any of the peripheral devices. 7. Press the power button to turn on the computer. 8. If a startup menu appears, use the arrow keys to select Start Windows Normally, and then press the Enter key. 9.
● Reseating the keyboard cable can resolve an unrecognized keys error. ● Reseating the wireless module and antenna cable can resolve a wireless connection issue. For field replaceable units (FRUs), authorized service providers can try the following steps (for more information, see the ”Removal and replacement procedures for authorized service provider parts” chapter). ● Reseating the fan cable can fix POST error 90B (no fan detected) issue (see POST Error Messages and User Actions on page 145).
NOTE: After the service door is removed, disconnect all connections (internal keyboard, display, discrete GPU, hard drive/solid-state drive, daughterboards, etc.) to achieve the essential hardware configuration above. DO NOT disassemble the system board from its enclosure at this time. Reverse the procedure above by reinstalling each piece of hardware removed, one piece at a time, and testing your computer after each installation.
NOTE: Most of the time, effective troubleshooting can prevent a system board replacement. Items that may prevent resolution of the issue: ● The information provided about the issue omits key details, including any actions taken before the issue occurred. ● BIOS, software, and drivers have not been updated. ● Cables or connections are loose. ● Technician is unaware of information available from the HP Support website (i.e., CA - Customer Advisory).
7. Be sure that the boot option is set to a working operating system drive. 8. Be sure that externally connected monitors are turned on and their power lights are on. Not all monitors are equipped with lights to indicate their functionality. 9. Turn up the brightness and contrast controls of a display or external display device if the screen is dim. During operation 1. To wake the computer: a. Press the power button or any key on the keyboard. b.
● Product model name and number ● Product identification number ● Applicable error messages ● Add-on boards or hardware ● Third-party hardware or software ● Operating system type and revision level Common issues and possible solutions This section contains common issues, symptoms, and a series of tables that describe possible solutions to issues from Failure classification on page 84 tables. The following sections identify the issue with symptoms and solutions to resolve an issue.
● NOTE: Refer to battery replacement section for removing/replacing the battery Check power light (7. Status lights, blinking light codes, troubleshooting lights, and POST error messages on page 92). Rear power light indicates external power to the computer is good. Verify battery condition/status 1. Check battery condition (overall result, cycle life, voltage, etc.) using HP PC Hardware Diagnostics (UEFI) or HPSA tools. 2.
operating system) on page 98, 13. Replace the system board on page 98) by removing nonessential parts. 2. Tips and tricks If there is still no boot, replace system board. Computer automatically boots without pressing power button when RTC 3V battery has been removed. Therefore, after the service door and RTC 3V battery are removed, no need to press power button from top side. In essential hardware configuration, mWS G1 and G2 may require discrete GPU to boot.
AC adapter issue Solution Symptoms Possible causes ● No sign of power AC adapter and others (i.e., external power source) ● No boot Troubleshooting steps ● No rear power light Quick check ● No front power light 1. Verify external power source (2. Examine the environment on page 86). ● Battery does not charge when AC adapter is connected 2. Remove all external devices, including docking station. 3. Perform a hard reset for the computer (8. Hard reset on page 95). 4.
Troubleshooting steps Visual inspections 1. Inspect battery connectors for any signs of damage. 2. Verify that battery is installed properly in battery bay without gap or obstructions and latch locks are tight. Reseat battery (for models with removable batteries). 3. Determine whether battery gets hot (batteries heat up when charging, but not too hot to touch). Check battery warranty to see whether the battery is new or its warranty is expired. Battery capacity degrades over time.
Battery discharges too fast Symptoms Possible causes Battery has good status light but discharges too fast AC adapter and/or battery. Troubleshooting steps Verify AC adapter Determine whether the computer needs the AC adapter to boot and operate. Sometimes, intermittently bad AC adapter and loose connection between adapter and computer results in inability to charge battery and causes short run time. 1. Inspect AC adapter to verify that it is working. 2.
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 87) and perform soft reset (9. Soft reset (Default Settings) on page 96) 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 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 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 88. 5. Remove or undo recently added hardware (5. Remove or uninstall recently added hardware, software on page 87). 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 95). 2. Perform soft reset (9. Soft reset (Default Settings) on page 96). 3. Update BIOS and drivers (4. Update BIOS and drivers on page 87). a. Roll back to previous version may be necessary. b. Go to safe mode to install drivers. 4. Run Hardware Diagnostics (6.
No wake up Symptoms Possible causes When resuming from a power management state the computer may display: Power-saving mode; multiple-display setting. ● Blank screen ● Some light activity Troubleshooting steps 1. Verify that front power light (7. Status lights, blinking light codes, troubleshooting lights, and POST error messages on page 92) is blinking (indicating Sleep state). Press power button to exit Sleep. 2. Reset BIOS to default (associated with OS Power Management in Power Menu) (4.
Unresponsive Symptom Possible causes Unresponsive Program in use has stopped responding to commands. Troubleshooting steps 1. If possible, use the Windows Task Manager to isolate and terminate the offending process. 2. Attempt the normal Windows shutdown procedure. 3. Restart the computer using the power button. Slow performance Symptom Possible causes Slow performance when performing small tasks, or even in idle mode Processor is hot or hard drive 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.
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 130 Chapter 8 Troubleshooting guide 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 + F6/F7. 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 hard drive using BIOS, Diagnostics built in the shipping image, or an external USB (HP PC Diagnostics 3-in-1 USB Key). ● The drive quick test is recommended to quickly (less than 10 minutes) identify the malfunctioning drive.
Hard drive/solid-state drive not recognized Symptom Possible causes Hard drive is not recognized during POST Loose connection, faulty hard drive, faulty drive configuration/BIOS setting. Troubleshooting steps 1. Perform a hard reset (8. Hard reset on page 95). 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 95). 2. Reset BIOS to default (9. Soft reset (Default Settings) on page 96). 3. Verify drive connection and flex cable. Reseat connection (10. Reseat cables and connections on page 96). 4. Use the HP Hardware Diagnostics tool to test.
Noisy hard drive IMPORTANT: An SSD has no moving parts, so it does not make loud or clicking noise. Depending on type and rotational speed, some hard drives will make more noise then others. Not all noises are related to the fan or hard drive. Symptoms Possible causes ● Loud noise from hard drive BIOS, hard drive firmware, driver, faulty drive, power supply (AC adapter). ● Clicking noise from hard drive Troubleshooting steps ● Still boots to operating system and operates normally 1.
Mechanical Fan error message - 90B Symptoms Possible causes Fan error 90B at boot Defective fan; out-of-date BIOS. CAUTION: May lead to system shutdown, data loss or possible system damage. ● The system fan is not spinning or not spinning properly (loose connection, fan is stuck or defective). ● The temperature inside the case is too high, and the fan cannot spin fast enough to remove the heat due to an obstruction to air flow. Troubleshooting steps General actions 1. Update BIOS and drivers (4.
See Reducing Heat Inside the PC to Prevent Overheating. Noise (sound) Symptoms Possible causes Computer emits abnormal noise Aside from basic components (power adapter/supply, fan, speaker, hard drive, optical drive, display panel, external devices), it is also common for electronic components to produce noise. Troubleshooting steps 1. Inspect external power source and change to verified working one. 2. Determine whether the noise comes from AC power adapter. Test with a verified working AC adapter.
Fan runs constantly Symptoms Possible causes ● Fan never stops running ● BIOS not up to date. ● Generates heat ● ● Decreased computer performance Thermal condition (fan, air flow)--fan may not be defective but must run constantly to remove excess heat generated by electrical components. ● Inappropriate configuration. Troubleshooting steps General actions 1. Verify whether BIOS is set to Fan Always on while on AC Power F10 Setup.
Thermal shutdown (hot) Symptoms Possible causes Similar to fan runs constantly issue (Fan runs constantly on page 140) 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 87) 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 hard drive may have failed. Contact support for assistance. 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 Testing a Hard Disk using the Built in Self Test for more information. Boot Device Manager Hard Disk 1 Error 3F1 Indicates a potential problem with the hard drive.
Routine Maintenance for Performance Improvement See HP Notebook PCs - Improving the Performance of Your Computer. The following table presents a summary of the suggested times for performing the routine maintenance tasks described in this document. Tasks Weekly Perform a system tune up. X Run Windows Update. X Scan for and remove viruses. X Scan for and remove spyware and adware. X Empty the Recycle Bin. X Delete temporary Internet files. X Monthly Back up user files.
Microsoft general troubleshooting of Windows bug check codes ● If you recently added hardware to the system, try removing or replacing it. Or check with the manufacturer to see if any patches are available. ● Try running HP PC Hardware Diagnostics (UEFI). ● Check with the manufacturer to see if an updated system BIOS or firmware is available. ● Be sure that any expansion board is properly seated and all cables are completely connected.
Windows Software Development Kit (SDK) 1. Download the SDK from the following link: https://msdn.microsoft.com/en-us/windows/desktop/bg162891.aspx 2. Set up the SDK in the configuration window (Windows 10 shown). 3. Select features to install.
4. Run the SDK as an administrator. 5. Set the symbol path. Select File > Symbol File Path. ● In the Symbol path box, type SRV*C:\Windows\symbol_cache*http:// msdl.microsoft.com/download/symbols. ● Save the workspace.
6. Open the crash dump file.
7. Analyze the file. In the following memory dump sample, look for Bug Check 0x3B. The ATIKMAG driver needs to be investigated for further root cause. Lookup for Bug Check 0xC2.
Display Issue: Pixel Anomalies All HP notebook displays adhere to strict quality and reliability specifications. A small percentage of display panels may have minor cosmetic manufacturing anomalies or irregularities such as bright or dark dots in the viewable area. These cosmetic imperfections are common to all display panel types and are not specific to any HP model or product line.
Cable management Proper routing of the internal cables is critical to the operation of the computer. Follow good cable management practices when removing and installing components. ● Handle cables with care to avoid damage. ● Apply only the tension required to seat or unseat cables during insertion or removal from the connector. ● When possible, handle cables by the connector or pull-strap. ● Route cables in such a way that they cannot be caught or snagged by parts being removed or replaced.
Connector types IMPORTANT: Connector pins and connector gold fingers should not be touched directly with bare hands. There are several different types of connectors on the system board with different requirements for cable removal or insertion. Flex cable When connecting flex cables, push the cable completely, evenly into the connector. When removing flex cables from a ZIF connector on the system board, always follow these steps: 1.
Multi-pin horizontal insert connector (LVDS cable to display panel) Insert procedure: 1. Slide connector evenly into receptacle on same horizontal plane as PCB connector. 2. Pull lock bar to insert and push both side connector horizontally to firmly lock. 3. Tape down lock bar over the panel to hold in position. Reverse the procedure above to remove the connector: 1. Remove tape. 2. Pull up bar (pull tape) and release the lock with the PCB connector. 3.
9 Computer Setup (BIOS), TPM, and HP Sure Start Using Computer Setup Computer Setup, or Basic Input/Output System (BIOS), controls communication between all the input and output devices on the system (such as disk drives, display, keyboard, mouse, and printer). Computer Setup includes settings for the types of devices installed, the startup sequence of the computer, and the amount of system and extended memory. NOTE: Use extreme care when making changes in Computer Setup.
To 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 157. 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. Additional BIOS crisis recovery tool HP provides a BIOS crisis recovery tool through the HP PC Hardware Diagnostics 3-in-1 USB key.
11 Backup and recovery 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 164. ● 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.
1. If possible, back up all personal files. 2. Insert the HP Recovery media, and then restart the computer. NOTE: If the computer does not automatically restart in HP Recovery Manager, change the computer boot order. See Changing the computer boot order on page 167. 3. Follow the on-screen instructions.
Removing the HP Recovery partition (select products only) HP Recovery Manager software allows you to remove the HP Recovery partition to free up hard drive space. IMPORTANT: After you remove the HP Recovery partition, you will not be able to perform System Recovery or create HP recovery media from the HP Recovery partition. So before you remove the Recovery partition, create HP Recovery media; see Creating HP Recovery media (select products only) on page 163.
12 Specifications Computer specifications Metric U.S. Length 257.7 mm 10.1 in Width 383.6 mm 15.1 in Height (front to rear) 19.4 - 20.8 mm 0.76 - 0.82 in 3-cell battery (51WHr), no FPR, 1 SODIMM, WLAN, M.2 SSD, no camera, no WWAN, UHD panel 1.89 kg 4.17 lbs 3-cell battery (51WHr), no FPR, 1 SODIMM, WLAN, M.2 SSD, no camera, no WWAN, FHD touch panel 2.03 kg 4.48 lbs Dimensions Weight Input power Operating voltage 19.0 V dc @ 4.74 A – 90 W or 18.5 V dc @ 3.
39.6-cm (15.6-in) display specifications Metric U.S. Active diagonal size 39.6-cm 15.6-in Resolution HD: 1366x768 FHD: 1920x1080 UHD: 3840x2160 Surface treatment Anti-glare (except touch screen) Brightness HD: 220 nits FHD: 300 nits UHD: 340 nits Viewing angle SVA UWVA Backlight LED Aspect ratio 16:9 Display panel interface eDP 1.2 – HD/FHD displays eDP 1.
Hard drive specifications 1-TB* 500-GB* 500-GB* hybrid Height 9.5 mm 7.0 mm 7.0 mm Width 70 mm 70 mm 70 mm Weight 115 g 101 g or 95 g 95 g Interface type SATA SATA SATA Transfer rate 100 MB/sec 100 MB/sec 100 MB/sec Security ATA security ATA security ATA security Single track 1.
13 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 Sweden SEMKO 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. 18 AWG, 3-conductor.
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 Type Amount (Size) Does this memory store customer data? Does this memory retain data when power is removed? Yes Yes What is the purpose of this memory? How is data input into this memory? How is this memory write-protected? System BIOS code is programmed at the factory. Code is updated when the system BIOS is updated. Configuration data and settings are input using the Computer Setup (BIOS) or a custom utility.
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? upgrade is necessary to address a unique issue. Fingerprint reader 512 KByte flash Yes Yes Stores fingerprint templates. Fingerprint reader memory is programmed by user enrollment in HP ProtectTools Security Manager.
4. What kind of configuration data is stored on the DIMM Serial Presence Detect (SPD) memory module? How would this data be written? The DIMM SPD memory contains information about the memory module, such as size, serial number, data width, speed/timing, voltage, and thermal information. This information is written by the module manufacturer and stored on an EEPROM. This EEPROM cannot be written to when the memory module is installed in a PC.
15 Recycling When a non-rechargeable or rechargeable battery has reached the end of its useful life, do not dispose of the battery in general household waste. Follow the local laws and regulations in your area for battery disposal. HP encourages customers to recycle used electronic hardware, HP original print cartridges, and rechargeable batteries. For more information about recycling programs, see the HP Web site at http://www.hp.com/recycle.
Index Symbols/Numerics `product description ethernet 3 A AC adapter, spare part numbers 27 antennas disconnecting 45, 47 audible codes 80 audio, product description 3 audio-out (headphone)/audio-in (microphone) combo jack, identifying 7 B backups 163 battery removing 38 spare part number 38 spare part numbers 21 battery light 16 beep codes 80 bezel spare part number 22 BIOS determining version 158 downloading an update 159 updating 158 Bluetooth card spare part number 45 Bluetooth label 17 boot order changi
HP PC Hardware Diagnostics (UEFI) using 161 HP Recovery Manager correcting boot problems 167 starting 166 HP Recovery media creating 163 recovery 166 HP Recovery partition recovery 166 removing 168 HP Sure Start 180 legacy support, USB 157 lights battery 16 caps lock 11 drive 16 microphone mute 11 num lk 11 power 11, 16 RJ-45 (network) 8 TouchPad 11 webcam 9 wireless 11, 16 I integrated numeric keypad, identifying 13 integrated webcam light, identifying 9 internal base plate removing 53 spare part number
R raw panel spare part number 23 recover options 165 recovery discs 164, 166 HP Recovery Manager 165 media 166 starting 166 supported discs 164 system 165 USB flash drive 166 using HP Recovery media 164 recovery media creating 163 creating using HP Recovery Manager 164 recovery partition removing 168 regulatory information regulatory label 17 wireless certification labels 17 removal/replacement procedures 34, 53 removing personal data from volatile system memory 174 RJ-45 (network) jack, identifying 8 RJ-45
