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HP zbook 15 G3, Maintenance And Service Manual

The HP ZBook 15 G3 is a powerful mobile workstation that caters to professionals seeking top-notch performance. To keep your device in optimal condition, make use of the comprehensive Maintenance and Service Manual available for free download on our website. Access the manual at manualshive.com to maximize your productivity.

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No video (external)

 

 

Symptom

No image on external monitor

Possible causes

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.

Reset the screen resolution as described in the documentation.

9.

Configure display choice, and then force output to external video by closing the 
notebook lid or pressing 

Fn + F4

 to switch screen output.

 

DisplayPort/VGA

See 

No video (external) on page 116

.

HDMI

 

 

Symptoms

●

Display issue

●

Sound issue

Possible causes

Cable, connection, settings.

 

Troubleshooting steps

Quick Check

1.

Verify HDMI device input source is set correctly (i.e., HDMI1).

2.

Be sure you are using the correct HDMI cable.

3.

Check connection and reconnect the HDMI cable.

4.

Verify if sound output is configured correctly in Control Panel > Sound Manager.

 

1.

Perform hard reset (

4. Update BIOS and drivers on page 81

).

2.

Update BIOS and drivers (

4. Update BIOS and drivers on page 81

) when sound is heard but 

no video on HDTV.

References

HP Notebook PCs - Troubleshooting HDMI Display and Sound Issues

116 Chapter 7   Troubleshooting guide

Summary of Contents for zbook 15 G3

Page 1: ...HP ZBook 15 G3 Mobile Workstation Maintenance and Service Guide ...

Page 2: ...January 2016 Document Part number 839656 001 Product notice This user guide describes features that are common to most models Some features may not be available on your computer Not all features are available in all editions of Windows This computer may require upgraded and or separately purchased hardware drivers and or software to take full advantage of Windows functionality Go to http www micro...

Page 3: ...llow 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 The computer and the AC adapter comply with the user accessible surface temperature limits defined by the International Standard for Safety o...

Page 4: ...iv Safety warning notice ...

Page 5: ...6 Computer major components 16 Display assembly subcomponents 19 Bracket Kit 20 Cable Kit 20 Plastics Kit 21 Mass storage devices 22 Miscellaneous parts 23 4 Removal and replacement procedures preliminary requirements 24 Tools required 24 Service considerations 24 Plastic parts 24 Cables and connectors 25 Drive handling 25 Grounding guidelines 25 Electrostatic discharge damage 25 Packaging and tra...

Page 6: ... module 42 RTC battery 43 Keyboard 45 Speakers 48 Touchpad module 49 LED board 50 Fans 51 Smart card reader 53 Hard drive 54 Fingerprint reader board 56 Heat sink assembly 58 Graphics board 62 System board 63 Buttons 66 Display assembly 67 Lock bracket 75 7 Troubleshooting guide 76 Resources 77 General troubleshooting steps 77 Identify the issue 78 1 Understand the issue 78 Boot up sequence 78 Fai...

Page 7: ...ubleshooting lights 88 Resolve the issue 89 8 Hard reset 89 9 Soft reset Default Settings 90 10 Reseat cables and connections 90 11 Test with minimum configuration 91 Essential hardware configuration 91 Safe mode 92 12 Test with verified working configuration hardware and or operating system 92 13 Replace the system board 92 Verify solution 93 Helpful Hints 93 At startup 93 During operation 94 Con...

Page 8: ...st 114 Display assembly diagram 115 Dead pixel 115 No video internal 115 No video external 116 DisplayPort VGA 116 HDMI 116 No or bad external video via docking 117 Incorrect or missing color distorted image 117 Touch screen 118 I O devices 119 Keyboard 119 Keyboard point stick 120 Keyboard backlight 120 TouchPad 121 Network Connectivity Ethernet RJ 45 jack 121 Network connectivity wireless WLAN 1...

Page 9: ...S Boot Block image 138 Sure Start has identified a problem Manual Recovery Policy Set 139 POST Error Messages and User Actions 139 Routine Maintenance for Performance Improvement 141 Common Blue Screen Error Messages 141 Error message list 141 Bug check symbolic names 141 Microsoft general troubleshooting of Windows bug check codes 142 Use Windows Debugging Tool 142 Windows Software Development Ki...

Page 10: ...C Hardware Diagnostics UEFI to a USB device 160 11 Backup and recovery in Windows 7 162 Creating recovery media and backups 162 Guidelines 162 Creating recovery media with HP Recovery Disc Creator 162 Creating recovery media 163 Backing up your information 163 Performing a system recovery 164 Using the Windows recovery tools 164 Using f11 recovery tools select products only 165 Using Windows 7 ope...

Page 11: ...drive specifications 174 M 2 PCIe solid state drive specifications 175 14 Statement of memory volatility 176 Nonvolatile memory usage 180 Questions and answers 182 Using HP Sure Start select models only 183 15 Power cord set requirements 184 Requirements for all countries 184 Requirements for specific countries and regions 184 16 Recycling 186 Index 187 xi ...

Page 12: ...xii ...

Page 13: ...set Mobile Intel CM236 chipset Graphics Intel UMA Graphics with shared video memory GT2 Integrated Graphics GT4e Integrated Graphics Discrete MXM daughter card NVIDIA Quadro M1000M NVIDIA Quadro M2000M NVIDIA Quadro K1100M NVIDIA N15P Q1 with 2 GB GDDR5 graphics subsystem memory 128 MB 16 1 35 V 1400 MHz qty 8 128 bit FBW AMD FirePro W5170M Support No Discrete Graphics option Support for hybrid sw...

Page 14: ...tal system memory 16384 MB 2 or 8192 MB 4 16384 MB total system memory 16384 MB 1 8192 MB 2 8192 MB total system memory 8192 MB 1 Primary M 2 M 2 NGFF SS DS Solid State Drive 2280 SATA 512 GB SATA 3 Self Encrypting Drive Opal 2 256 GB SATA 3 Self Encrypting Drive Opal 2 PCIe Z Turbo 1 TB PCIe SSD NVMe 512 GB PCIe SSD NVMe 256 GB PCIe SSD NVMe Secondary M 2 M 2 NGFF SS DS Solid State Drive 2280 SAT...

Page 15: ...eless Display WiDi Pro 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 2 nonvPro WWAN SIM Module 3FF mini SIM user accessible behind battery Two WWAN antennas built into display assembly WWAN antennas 2 world w...

Page 16: ... finger scrolling 2 finger zoom pinch Image sensor TouchPad 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 9 cell 90 WHr 2 635 AHr Li ion battery long life Security Support security lock Trusted platform module TPM 9670 1 2 2 0 Infineon soldered down Fingerprint reader Sup...

Page 17: ...a OSDVD Windows 7 Pro 64 SP1 Windows 10 Professional 64 Certified Microsoft WHQL Web only support Windows 10 Enterprise Windows 8 1 Enterprise 64 bit Windows 8 1 Professional 64 bit Windows 8 1 CH 64 Windows 8 1 EM 64 Windows 7 Enterprise 64 bit Service Pack 1 Serviceability End user replaceable parts AC adapter Battery system Memory modules Solid state drive 5 ...

Page 18: ...you to video conference and chat online using streaming video To use the webcam in Windows 10 Type camera in the taskbar search box and then select Camera For information on using the webcam in Windows 7 select Start All Programs Communication and Chat HP WebCam The antennas are not visible from the outside of the computer For optimal transmission keep the areas immediately around the antennas fre...

Page 19: ... Left pointing stick button Functions like the left button on an external mouse 3 TouchPad on off button Turns the TouchPad on and off 4 TouchPad zone Reads your finger gestures to move the pointer or activate items on the screen 5 Left TouchPad button Functions like the left button on an external mouse 6 Right pointing stick button Functions like the right button on an external mouse 7 Center poi...

Page 20: ...which switches the key input to all capital letters 3 Microphone mute light Amber microphone sound is off Off microphone sound is on 4 Num lock light On Num lock is on 5 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 6 Mute light Amber...

Page 21: ...he loss of unsaved information If the computer has stopped responding and shutdown procedures are ineffective press and hold the power button for at least 5 seconds to turn off the computer To learn more about your power settings in Windows 10 see your power options Type power in the taskbar search box and then select Power and sleep settings or Right click the Start button and then select Power O...

Page 22: ...tion with a function key the num lock key the esc key or the fn b 3 Windows key Windows 10 Opens the Start menu NOTE Pressing the Windows key again will close the Start menu Windows 7 Displays the Windows Start menu 4 Function keys Executes frequently used system functions when pressed in combination with the fn key 5 num lock key Turns the integrated numeric keypad on and off 6 Integrated numeric...

Page 23: ...aving 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 3 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 4 Drive light Blinking w...

Page 24: ...ts an external VGA monitor or projector 4 USB 3 0 charging powered port Connects an optional USB device such as a keyboard mouse external drive printer scanner or USB hub Standard USB ports will not charge all USB devices or will charge using a low current Some USB devices require power and require you to use a powered port NOTE USB charging ports can also charge select models of cell phones and M...

Page 25: ... the user guides in Windows 7 select Start All Programs HP Help and Support HP Documentation NOTE When a device is connected to the jack the computer speakers are disabled NOTE Be sure that the device cable has a 4 conductor connector that supports both audio out headphone and audio in microphone 3 USB 3 0 ports Connect optional USB devices such as a keyboard mouse external drive printer scanner o...

Page 26: ...er The battery has reached a low battery level When the battery has reached a critical battery level the battery light begins blinking rapidly Off The battery is not charging Bottom Component Description 1 Speakers Produce sound 2 Vents Enable airflow to cool internal components NOTE The computer fans start up automatically to cool internal components and prevent overheating It is normal for the i...

Page 27: ...r the product number or the model number Locate these numbers before you contact support Your service label will resemble one of the examples shown below Refer to the illustration that most closely matches the service label on your computer Component 1 Serial number 2 Product number 3 Warranty period 4 Model number select products only Component 1 Model name select products only 2 Product number 3...

Page 28: ...3 Illustrated parts catalog Computer major components 16 Chapter 3 Illustrated parts catalog ...

Page 29: ... thermal material NVIDIA Quadro M1000M graphics board 848261 001 NVIDIA Quadro M2000M graphics board 848262 001 AMD FirePro graphics board 848263 001 9 Hard drive does not include hard drive bracket or screws 1 TB 5400 rpm 762990 001 500 GB 5400 rpm hybrid 8 GB 732000 001 500 GB 7200 rpm 703267 001 500 GB 5400 rpm FIPS 820572 001 500 GB 7200 rpm self encrypting 820573 001 Hard Drive Hardware Kit n...

Page 30: ...Ie 848235 001 19 WWAN module HP lt4120 LTE EVDO HSPA Gobi 4G Mobile Broadband Module 800870 001 HP hs3110 HSPA Mobile Broadband Module 822828 001 20 WLAN module Intel Dual Band Wireless AC 8260 806721 001 Intel Dual Band Wireless AC 8260 non vPro 806722 001 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 ...

Page 31: ...50154 001 2 Webcam microphone module includes double sided adhesive 848264 001 Microphone module includes double sided adhesive 854110 001 3 Display panel SVA 848255 001 UWVA 848256 001 4 Display hinges includes left and right hinges 848242 001 5 Display Webcam Cable Kit 848253 001 6 Antenna Kit WWAN 848229 001 7 Antenna Kit WLAN 848228 001 8 Display rear cover 848230 001 Display assembly subcompo...

Page 32: ...48232 001 1 USB C bracket 2 EDP bracket display cable bracket 3 Fingerprint reader board bracket 4 Smart card bracket Cable Kit Item Component Spare part number Cable Kit includes 848244 001 1 Touchpad cable 2 Pointing stick cable 20 Chapter 3 Illustrated parts catalog ...

Page 33: ...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 21 ...

Page 34: ...encrypting drive SED OPAL 2 848237 001 256 GB Z Turbo drive PCIe 848235 001 2 Hard drive 7 0 mm does not include hard drive bracket or screws 1 TB 5400 rpm 762990 001 500 GB 5400 rpm hybrid 8 GB 732000 001 500 GB 7200 rpm 703267 001 500 GB 5400 rpm FIPS 820572 001 500 GB 7200 rpm self encrypting 820573 001 Hard Drive Hardware Kit includes 848231 001 3a Hard drive bracket 3b Hard drive cable 22 Cha...

Page 35: ...r use in India 490371 D61 For use in Israel 490371 BB1 For use in Italy 490371 061 For use in Japan 490371 291 For use in North America 490371 001 For use in the People s Republic of China 490371 AA1 For use in South Africa 490371 AR1 For use in South Korea 490371 AD1 For use in Switzerland 490371 111 For use in Thailand 490371 201 For use in the United Kingdom and Singapore 490371 031 Power cord ...

Page 36: ...rations 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 Plastic parts CAUTION Using excessive force during disassembly and reassembly can damage plastic parts Use care when handling the plastic parts Apply pressure only at the point...

Page 37: ...kette or disc is not in the drive and be sure that the optical drive tray is closed Handle drives on surfaces covered with at least one inch of shock proof foam Avoid dropping drives from any height onto any surface After removing a hard drive an optical drive or a diskette drive place it in a static proof bag Avoid exposing an internal hard drive to products that have magnetic fields such as moni...

Page 38: ...le shows how humidity affects the electrostatic voltage levels generated by different activities CAUTION A product can be degraded by as little as 700 V Typical electrostatic voltage levels Relative humidity Event 10 40 55 Walking across carpet 35 000 V 15 000 V 7 500 V Walking across vinyl floor 12 000 V 5 000 V 3 000 V Motions of bench worker 6 000 V 800 V 400 V Removing DIPS from plastic tube 2...

Page 39: ... to ground and that proper materials are selected to avoid static charging When grounding is not possible use an ionizer to dissipate electric charges Workstation guidelines Follow these grounding workstation guidelines Cover the workstation with approved static shielding material Use a wrist strap connected to a properly grounded work surface and use properly grounded tools and equipment Use cond...

Page 40: ...operator and ground To be effective the conductive must be worn in contact with the skin The following grounding equipment is recommended to prevent electrostatic damage Antistatic tape Antistatic smocks aprons and sleeve protectors Conductive bins and other assembly or soldering aids Nonconductive foam Conductive tabletop workstations with ground cords of one megohm resistance Static dissipative ...

Page 41: ...oval and replacement procedures for Customer Self Repair parts There are as many as 12 screws that must be removed replaced and or loosened when servicing Customer Self Repair parts Make special note of each screw size and location during removal and replacement Bottom cover Description Spare part number Bottom cover includes SSD therrmal pad 848227 001 Before removing the bottom cover follow thes...

Page 42: ...3 Lift the bottom cover off the computer 2 Reverse this procedure to install the bottom cover 30 Chapter 5 Removal and replacement procedures for Customer Self Repair parts ...

Page 43: ...ove the battery WARNING To reduce potential safety issues use only the user replaceable battery provided with the computer a replacement battery provided by HP or a compatible battery purchased from HP CAUTION Removing a user replaceable battery that is the sole power source for the computer can cause loss of information To prevent loss of information save your work or shut down the computer throu...

Page 44: ... 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 29 5 Remove the battery see Battery on page 31 Remove the SIM card Press the SIM card into the slot to disengage it 1 and then pull the SIM card out of the slot 2 Reverse this procedure to install the SIM car...

Page 45: ...ating system and then click Next 6 Under Step 2 Select a Download click the BIOS link 7 Click the link for the most recent BIOS 8 Click the Download button and then follow the on screen instructions Before removing a memory 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 operati...

Page 46: ...ory 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 34 Chapter 5 Removal and replacement procedures for Customer Self Repair parts ...

Page 47: ...module without removing the display from the computer The Display assembly on page 67 section illustrates removing all display subcomponents Description Spare part number Display assembly non touch UHD UWVA without webcam 848257 001 Display assembly non touch UHD UWVA with webcam 848258 001 Display assembly touch screen FHD UWVA with webcam 848265 001 To remove the display assembly subcomponents f...

Page 48: ...48241 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 36 Chapter 6 Removal and replacement procedures for Authorized Service Provider parts ...

Page 49: ...panel 2 d Remove the display panel from the computer 3 The display panel is available using spare part numbers 848255 001 SVA panel 848256 001 UWVA panel 4 If it is necessary to replace the webcam microphone module or microphone module CAUTION Handle the webcam microphone module and microphone module with caution These modules have a thin profile and are susceptible to damage when not handled care...

Page 50: ...lable 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 38 Chapter 6 Removal and replacement procedures for Authorized Service Provider parts ...

Page 51: ...stem 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 29 5 Disconnect the battery see Battery on page 31 Remove the solid state drive 1 Remove the Phillips PM2 0 3 5 screw 1 that secures the solid state drive to the system board 2 Remove the solid state driv...

Page 52: ...er 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 29 5 Disconnect the battery see Battery on page 31 Remove the WLAN module 1 Disconnect the WLAN antenna cable...

Page 53: ... 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 Component replacement procedures 41 ...

Page 54: ... 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 29 5 Disconnect the battery see Battery on page 31 Remove the WWAN module 1 Disconnect the WWAN antenna cables 1 from the terminals on the WWAN module NOTE The W...

Page 55: ...ving the RTC battery follow these steps 1 Turn off the computer If you are unsure whether the computer is off or in Hibernation turn the computer on and then shut it down through the operating system 2 Disconnect the power from the computer by unplugging the power cord from the computer 3 Disconnect all external devices from the computer 4 Remove the bottom cover see Bottom cover on page 29 5 Disc...

Page 56: ...re 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 44 Chapter 6 Removal and replacement procedures for Authorized Service Provider parts ...

Page 57: ...848311 211 For use in Sweden and Finland 848311 B71 For use in Iceland 848311 DD1 For use in Switzerland 848311 BG1 For use in India 848311 D61 For use in Taiwan 848311 AB1 For use in Israel 848311 BB1 For use in Thailand 848311 281 For use in Italy 848311 061 For use in Turkey 848311 141 For use in Japan 848311 291 For use in the United Kingdom and Singapore 848311 031 For use in Latin America 84...

Page 58: ...yboard 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 46 Chapter 6 Removal and replacement procedures for Authorized Service Provider parts ...

Page 59: ...est 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 Release the ZIF connector 4 to which the pointing stick cable is attached and then disconnect the pointing stick cable from the system board 5 11 Remove the keyboard 6 Reverse this procedure to install the keyboard Component replacement pr...

Page 60: ...the computer 3 Disconnect all external devices from the computer 4 Remove the bottom cover see Bottom cover on page 29 5 Disconnect the battery see Battery on page 31 Remove the speakers 1 Disconnect the speaker cable 1 from the system board 2 Remove the three Phillips PM2 5 5 0 screws 2 that secure the speakers to the base enclosure 3 Remove the cable from the clips built into the chassis 3 and t...

Page 61: ...r 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 29 5 Disconnect the battery see Battery on page 31 6 Remove the left speaker see Speakers on page 48 Remove the touchpad module 1 Disconnect the touchpad cable from the system board 1 2 Remove the four Phillips PM2 5 3 0 screws 2 that secure the to...

Page 62: ...l devices from the computer 4 Remove the bottom cover see Bottom cover on page 29 5 Disconnect the battery see Battery on page 31 Remove the LED board 1 Disconnect the LED board from the system board 1 2 Lift to release the LED board cable from the adhesive that secures it to the computer 2 3 Remove the Phillips PM2 5 3 0 screw 3 that secures the LED board to the computer 4 Remove the LED board an...

Page 63: ...e computer 3 Disconnect all external devices from the computer 4 Remove the bottom cover see Bottom cover on page 29 5 Disconnect the battery see Battery on page 31 6 Remove the heat sink see Heat sink assembly on page 58 Remove the fans 1 To remove the graphics board fan left in following image a Remove the display cable from the clips in the fan 1 b Disconnect the fan cable from the system board...

Page 64: ...he 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 52 Chapter 6 Removal and replacement procedures for Authorized Service Provider parts ...

Page 65: ...m 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 29 5 Disconnect the battery see Battery on page 31 Remove the smart card reader 1 Release the ZIF connector 1 to which the smart card reader cable is attached and then disconnect the smart card reader cable from the system board 2 Loos...

Page 66: ...3 self encrypting drive SED OPAL 2 848237 001 256 GB Z Turbo drive PCIe 848235 001 Before removing the hard drive 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 ex...

Page 67: ...cure 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 Component replacement procedures 55 ...

Page 68: ...e bottom cover see Bottom cover on page 29 5 Disconnect the battery see Battery on page 31 6 Remove the solid state drive see Solid state drive M 2 on page 39 7 Remove the smart card reader see Smart card reader on page 53 8 Remove the hard drive see Hard drive on page 54 Remove the fingerprint reader board 1 Turn the top cover upside down with the front toward you 2 Remove the Phillips PM2 0 2 0 ...

Page 69: ... 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 Component replacement procedures 57 ...

Page 70: ...embly 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 29 5 Disconnect the batt...

Page 71: ...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 Component replacement procedures 59 ...

Page 72: ...ly cleaned from the surfaces of the heat sink assembly and the system board components each time the fan heat sink assembly is removed Replacement thermal material is included with the fan heat sink assembly processor and system board spare part kits On models with discrete graphics memory thermal pads are used on the processor 1 and the graphics board 3 and the heat sink sections 2 and 4 that ser...

Page 73: ...dels 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 Component replacement procedures 61 ...

Page 74: ...rough 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 29 5 Disconnect the battery see Battery on page 31 6 Remove the heat sink see Heat sink assembly on page 58 Remove the graphics board 1 Remove the two Torx T8M3 0 5 5 screws 1 that s...

Page 75: ...power cord from the computer 3 Disconnect all external devices from the computer 4 Remove the bottom cover see Bottom cover on page 29 5 Disconnect the battery see Battery on page 31 6 Remove the hard drive see Hard drive on page 54 7 Remove the keyboard see Keyboard on page 45 8 Remove the fans see Fans on page 51 9 Remove the smart card reader see Smart card reader on page 53 NOTE When replacing...

Page 76: ...le 7 Speaker cable 8 LED board cable 4 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 64 Chapter 6 Removal and replacement procedures for Authorized Service Provider parts ...

Page 77: ...e 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 Component replacement procedures 65 ...

Page 78: ...e 29 5 Disconnect the battery see Battery on page 31 6 Remove the hard drive see Hard drive on page 54 7 Remove the keyboard see Keyboard on page 45 8 Remove the fans see Fans on page 51 9 Remove the smart card reader see Smart card reader on page 53 10 Remove the system board see System board on page 63 Remove the buttons 1 Remove the Phillips PM2 5 2 5 screw 1 that secures each button to the bas...

Page 79: ...nnect the battery see Battery on page 31 Remove the display assembly 1 Close the computer 2 Position the computer upside down 3 Remove the antenna cables from the clips in the graphics card fan 1 and disconnect the antenna cables from the WLAN module 2 4 Remove the two Phillips PM2 0 3 0 screws 3 that secure bracket atop the display panel cable on the system board 5 Remove the display panel cable ...

Page 80: ...o replace the display assembly subcomponents a Flex the inside edges of the top edge 1 the left and right sides 2 and the bottom edge 3 of the display bezel until the bezel disengages from the display enclosure 68 Chapter 6 Removal and replacement procedures for Authorized Service Provider parts ...

Page 81: ...he 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 NOTE The display assembly will not be connected to the computer as shown in the following image Component replacement procedures 69 ...

Page 82: ... 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 70 Chapter 6 Removal and replacement procedures for Authorized Service Provider par...

Page 83: ...t is necessary to replace the webcam microphone module or microphone module CAUTION Handle the webcam microphone module and microphone module with caution These modules have a thin profile and are susceptible to damage when not handled carefully a Detach the webcam microphone module 1 from the display enclosure The webcam microphone module is attached to the display enclosure with adhesive b Disco...

Page 84: ... 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 5 screws and then remove the display hinges from the enclosure 3 The display hinges are available using spare part number 848242 001 and include the left and right hinges 15 If it is necessary to replace the display webcam cable 72 Chap...

Page 85: ...m 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 The WLAN antennas are available using spare part number 848228 001 Component replacement procedures 73 ...

Page 86: ...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 74 Chapter 6 Removal and replacement procedures for Authorized Service Provider parts ...

Page 87: ...g the power cord from the computer 3 Disconnect all external devices from the computer 4 Remove the bottom cover see Bottom cover on page 29 5 Disconnect the battery see Battery on page 31 6 Disconnect the display assembly see Display assembly on page 67 Remove the lock bracket 1 Remove the Phillips PM2 5 5 0 screw 1 that secures the lock bracket to the base enclosure 2 Remove the bracket 2 Revers...

Page 88: ...ks always disconnect power and remove the battery CAUTION Static electricity can damage the electronic components of the computer To prevent damage to the computer carefully observe the electrostatic discharge precautions Discharge static electricity by briefly touching a grounded metal object before you begin Work on a static free mat Wear a static strap to ensure that any accumulated electrostat...

Page 89: ...troubleshooting steps A basic logic should be used when troubleshooting computer issues This section will help you become familiar with troubleshooting methodology and efficiently resolve problems Proceed through the steps in the following table until the issue is resolved and then move on to the next step that is relevant to the issue For example if you resolve a memory issue using the HP PC Diag...

Page 90: ...hard drive memory etc are functional When POST is complete the HP logo displays briefly and then disappears If there are errors the computer may exhibit blinking lights and POST error messages Common issues lights blink error message appears hangs Performance operating system System boots to operating system and Windows logo screen appears Common issues hangs lock up freezes blue screen video dist...

Page 91: ...ponents stuck buttons thermal shutdown and so on NOTE Uncategorized is used if an issue found is not listed For example Bluetooth is offered on certain hardware configurations therefore a Bluetooth issue can be classified under I O Device if needed Failure classification by boot up sequence Table 7 3 Failure classification by boot up sequence 1 Power on 2 POST 3 Performance 1 No Power on page 95 2...

Page 92: ... page 130 4 Slow performance on page 111c 5 Blue screen BSOD error on page 130b 6 Noisy hard drive on page 131 1 Fan error message 90B on page 132 2 Noise sound on page 133 3 Fan runs constantly on page 134 4 HP Thermal Monitor on page 85 5 Stuck power button on page 135 b c d similar symptoms 2 Examine the environment It is important to examine the computer s environment If you can quickly identi...

Page 93: ...sers and IT personnel can use two tools to identify and download all appropriate SoftPaqs for the selected HP models HP SoftPaq Download Manager SDM is a software tool designed to streamline the download extraction and installation process of SoftPaqs including BIOS and drivers HP System Software Manager SSM is a software tool designed to simplify the deployment of SoftPaqs to HP computers Analyze...

Page 94: ...e operating system so that it can isolate hardware failures from issues that are caused by the operating system or other software components In reality many problems can be determined using this tool if the issue is a defective part or a loose connection i e reseating keyboard cable after the tool reports a keyboard error The tool has three major functions System Tests Check the computer s hardwar...

Page 95: ...e 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 For more information see the chapter titled Using HP PC Hardware Diagnostics UEFI General troubleshooting steps 83 ...

Page 96: ...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 If the computer does not boot into Windows use HP PC Hardware Diagnostics UEFI instead HPSA also integrates diagnostics and tools that help resolve issues See example...

Page 97: ...lutions to problems you encounter HP Thermal Monitor NOTE Available only to authorized service providers technicians Available only for HP internal use HP Thermal Monitor can be used to stress the processor and GPU and monitor the temperature values of various components in the system The components that are currently monitored include the processor GPU ACPI thermal zones hard drive and battery Th...

Page 98: ... unsaved information If the computer has stopped responding and operating system shutdown procedures are ineffective press and hold the power button Front power light On The computer is on Blinking The computer is in the Sleep state Off The computer is off Front AC adapter and battery light White The computer is connected to external power and the battery is charged from 90 to 99 percent Amber The...

Page 99: ...he Power On Self Test POST is a series of diagnostic tests that runs automatically when the computer is powered on If the POST encounters a problem visual error messages are displayed before the operating system starts POST checks the following items to ensure that the computer system is functioning properly Memory Processors BIOS Mass storage devices Fans The following table describes errors enco...

Page 100: ...acement chapter for further details Contact support if third party wireless adapters are installed in the computer Fan Fan not operating correctly 90B The system fan may be malfunctioning Replace the fan Power Good Troubleshooting lights HP has added troubleshooting power lights to ZBook G3 Mobile Workstations Studio ZBook 15 and ZBook 17 to help troubleshoot power on issues The lights indicate wh...

Page 101: ...ve Display suddenly goes blank and stays blank Software freezes Keyboard stops responding The computer does not exit Sleep or Suspend state An external device stops responding Turn off the power to that device in addition to performing the steps in this document Before performing a hard reset you must disconnect or remove all peripheral devices You should start and test the computer by itself and ...

Page 102: ...tes or changes Check whether the computer has custom BIOS settings before taking action If your computer is having issues booting has errors during boot is running into issues after adding hardware or you are having other abnormal system behaviors that cannot be resolved through any other methods i e hard reset it may be necessary to reset the system BIOS to default settings To load BIOS to defaul...

Page 103: ...ives remove the computer from a docking station remove external video etc In addition to removing recently added components the issue can be narrowed down further with a minimum configuration For example if HP PC Diagnostics reports a memory error test one memory module at a time to isolate the defective module If the computer does not successfully boot the operating system booting to safe mode ma...

Page 104: ...orking part while testing A good example is to use an external keyboard mouse or VGA monitor when you have issues with an internal keyboard TouchPad or display Testing with a verified working AC adapter can identify an error caused by a faulty one Similarly testing with a verified working operating system can determine bad behaviors of the current operating system See Non HP diagnostics tools on p...

Page 105: ...it If the solution you used was in an HP Public document provide the document information to the customer letting them know it can be located on www hp com Also tell them that there are other solutions available on the website Advise the customer to check the website first when they have an issue It may save them time calling in Document the correct issue Update the case with as many details as po...

Page 106: ...ot order 5 Be sure that all required device drivers have been installed For example if you have connected a printer you must install a printer driver 6 If there is a network connection issue plug another computer with a different cable into the network connection There might be a problem with the network plug or cable 7 If hardware has recently been installed remove it and determine whether the co...

Page 107: ...er input to the computer external power source AC adapter faulty battery Bad connection to the computer bad power button power connector Defective parts memory hard drive graphics or failed system board Troubleshooting steps Perform quick check Remove all external devices including docking station Verify external power source 2 Examine the environment on page 80 Perform a hard reset 8 Hard reset o...

Page 108: ...19 5 VDC and acceptable voltage range is from 18 5 20 5 VDC 2 If the DC voltage is out of range replace the AC adapter NOTE This action requires a digital voltmeter NOTE 2015 mWS does not have the power cable between system board and power connector on chassis Verify power button power connector 1 Be sure that power button is not stuck 2 Reseat power connector cable if applicable 3 Replace new pow...

Page 109: ...isually check power ports on both AC adapter and computer sides 2 Inspect power sources a Verify AC adapter working correctly Use a confirmed working adapter to test b Verify that battery is not depleted while system is in Sleep state Test with a confirmed working battery The sections below are intended for authorized service providers technicians 1 Follow actions in No Power on page 95 a Be sure ...

Page 110: ...Inspect AC adapter and power cord for physical damage bent middle ID pin 4 Plug in AC adapter and power the computer without battery 5 Inspect the power port on computer side for any damage dust debris 6 Check power light 7 Status lights blinking light codes troubleshooting lights and POST error messages on page 86 Rear power light indicates that external power to the computer is good 7 If there i...

Page 111: ...battery is charging 4 Be sure that battery is fully charged AC adapter plugged in at least 2 5 hours Diagnostics HP tools will report results such as passed calibrate weak replace no battery and unknown and suggest corresponding actions Use HP Hardware Diagnostics UEFI 6 HP Hardware Diagnostics and Tools on page 82 HP PC Hardware Diagnostics UEFI is a good tool to use to isolate and determine faul...

Page 112: ...s running 3 Verify battery maintenance and operations Leaving the battery at a high level of charge in a high temperature environment for extended periods accelerates the loss of capacity 4 Test and calibrate battery using HP PC Hardware Diagnostics UEFI 5 Verify battery life cycle using HP Support Assistant tool If battery cycle life is over specs long life battery of 1000 cycle life and 3 year w...

Page 113: ... with power Symptoms No video black blank image but have power Light activity No error messages Fan noise Hard drive light blinking and hard drive noise Possible causes Failed display Failed critical components memory hard drive system board Loose connection Recently added hardware NOTE Assume the computer has not previously been set up for multiple displays Troubleshooting steps Quick check 1 Ver...

Page 114: ...sists test or replace a confirmed working display 10 If issue persists replace discrete graphics card 11 If issue persists replace system board due to defective video function Tips and tricks Swipe a metal piece screwdriver over wireless mute buttons to act as if closing lid to force video output to external display device See the External component identification Display section for location of t...

Page 115: ... messages on page 86 for corrective actions An example of a POST error message is shown below 2 If there is power you may be able to access BIOS Reset BIOS to its default condition 9 Soft reset Default Settings on page 90 3 Restore hardware to its original condition i e bootable solid state drive instead of hard drive 4 Reseat suspected components and verify connection 5 Test suspected components ...

Page 116: ...o to Manuals White papers HP PC BIOS F10 Setup Guide Performance OS NOTE Most software problems occur as a result of the following The application was not installed or configured correctly There is insufficient memory available to run the application There is a conflict between applications Make sure that all the needed device drivers are installed If an operating system other than the factory ope...

Page 117: ...power options and close all applications that are not in use including applications in the background 2 Test with a confirmed working operating system to isolate custom settings by users or any conflicting applications that cause shutdown The sections below are intended for authorized service providers technicians Thermal related issue 1 Verify thermal condition a Test fan using HP PC Hardware Dia...

Page 118: ...e malfunctioning due to overheating GPU processor Defective hardware memory hard drive Important Notes Resources Troubleshooting steps There are many different ways to troubleshoot a blue screen error Therefore you need to identify working configuration Windows 7 8 10 and specific symptoms of the failure in order to narrow down the issue Refer to Blue screen BSOD error on page 130 Recommended reso...

Page 119: ... specific Error Message See Common Blue Screen Error Messages on page 141 e Boot to safe mode 11 Test with minimum configuration on page 91 to troubleshoot issues 9 If you cannot start Windows a Boot to safe mode 11 Test with minimum configuration on page 91 b Use Startup Repair to fix Windows startup files c Undo recent changes using System Restore to revert to a previous working state d Check fo...

Page 120: ...tings to view error messages Freeze at Windows Logo hang lockup Symptoms Has power light activity fan spinning HP Logo displays briefly Attempt to boot to operating system and freeze hang at Windows logo No response to pressing num lock or caps lock key Possible causes Conflict of instructions from multiple programs or drivers installing a new hardware or program that is not compatible may also ca...

Page 121: ...st with essential hardware configuration 11 Test with minimum configuration on page 91 along with a verified working operating system i e USB Windows To Go if available to isolate the software issue Tips and tricks For more information see HP PCs Using Task Manager Windows 10 8 Electromagnetic Interference EMI Symptoms System locks up freezes in certain physical area or location Possible causes El...

Page 122: ...tings in Windows Power Options Disable Sleep options if the issue is resolved 4 Screen saver is set Press any key or touch TouchPad to resume 5 Verify that Display Choice is set to external video only Toggle screen control key combination Fn F4 or Windows logo P Tips and tricks If you are using a docking station set your notebook display as a primary display When the computer is undocked you may t...

Page 123: ...omputer is not blocked 2 Verify that chassis fans are connected and working properly Some fans operate only when needed 3 Verify that the processor heat sink is installed properly Hard drive is full 1 Transfer data from the hard drive to create more space on the hard drive Microsoft recommends at least 200 MB to sync system files 2 Perform disk defragmentation to consolidate fragmented data on the...

Page 124: ...ote HP Smart AC adapter warning message informs you that as power demands increase the notebook may not perform at full capacity which may result in longer battery charging time In cases of extreme power demands the system may also throttle back the processor or with systems that have a discrete video sub system a video balance mode may occur to further balance the power needs of the system System...

Page 125: ...lack video Incorrect missing color distorted image Flickering image Vertical lines due to LDVS decreased signal integrity and data loss Dead pixel due to display liquid internal transistor etc Horizontal lines due to video memory Distorted when hot due to thermal issue Cracked screen image physical damage Light leakage bleeding Contact support for assistance Humming noise due to frequency settings...

Page 126: ...system i e shipping image HP PC Hardware Diagnostics UEFI for video test Use this tool to quickly determine if the display issue is related to a real hardware issue To start HP PC Hardware Diagnostics UEFI 6 HP Hardware Diagnostics and Tools on page 82 when the computer is at boot press the F2 key select Component Tests and then select Video There are three options Video Memory Check to test video...

Page 127: ...properly lit when displaying a single color over the screen area Use HP PC Hardware Diagnostics UEFI tool to determine those defective pixels There is no solution for dead pixels Refer to Display Issue Pixel Anomalies on page 147 for the HP dead pixel policy No video internal Symptoms No internal video with certain programs i e video intensive games Possible causes Display resolution brightness fa...

Page 128: ...output to external video by closing the notebook lid or pressing Fn F4 to switch screen output DisplayPort VGA See No video external on page 116 HDMI Symptoms Display issue Sound issue Possible causes Cable connection settings Troubleshooting steps Quick Check 1 Verify HDMI device input source is set correctly i e HDMI1 2 Be sure you are using the correct HDMI cable 3 Check connection and reconnec...

Page 129: ...system 8 Ideally use a verified working docking station to isolate the faulty dock 9 Update latest dock firmware Be sure to follow the installation instructions carefully You may want to try a DP to VGA adapter if you have a distorted screen image Connect the adapter to each DisplayPort of the dock If you still cannot update the dock attempt to update it on a confirmed working notebook before havi...

Page 130: ...d graphics drivers 3 Configure the touch display to identify the screen as a touch screen as shown in the image at left 4 Calibrate the screen and reset if touch functionality is still not working correctly 5 Perform diagnostic test in HP Hardware Diagnostics under Component Tests Touch Screen If the diagnostics tests pass but the touch screen still does not respond continue following the steps 6 ...

Page 131: ...s recognized in Windows Device Manager and verify whether the keyboard driver is installed properly 4 Test with a working external keyboard i e USB keyboard Also test in Windows for special keys Caps Lock Shift Ctrl Fn Windows Alt if necessary 5 Test with HP PC Hardware Diagnostics UEFI to isolate a hardware issue from a software issue 6 Verify that BIOS is up to date If so resetting BIOS to defau...

Page 132: ...ectors on system board and back of keyboard and that connector tabs are properly closed 3 Reseat point stick cables Keyboard backlight Symptom Backlight function not working properly Possible causes Backlight disabled loose connection Troubleshooting steps NOTE Not all notebook computers have backlit keyboards A keyboard function key lets you turn the light on and off Verify if backlit feature is ...

Page 133: ...Connectivity Ethernet RJ 45 jack Symptoms Unable to find networks yellow bang Connection dropouts Slow performance Possible causes Network source cable connection RJ 45 port driver settings Troubleshooting steps Quick Check verify the network status lights that supposed to flash when there is network activity HP Support Assistant tool No network detected in HPSA 1 Turn off the computer s wireless ...

Page 134: ...hooting steps 1 Turn off the computer s wired network remove RJ 45 cable 2 Examine environment for interference such as cell phone or microwave that may emit high frequencies above 1 GHz 3 Verify wireless source by moving computer closer to the wireless base router 4 Test with different wireless networks and check with your IT department for hardware compatibility settings 5 Verify that the wirele...

Page 135: ...tion are not loose 3 Verify antenna cables are properly connected to the MAIN and AUX terminals see WLAN module removal and replacement section WWAN Symptom Unable to find networks service Possible causes Network source cable connection driver settings Troubleshooting steps 1 Update to the latest driver and utility 2 Check with network service provider for signal coverage 3 Make sure signal streng...

Page 136: ... Device Manager Universal Serial Bus Controller or USB is recognized without Yellow bang 4 Verify if the latest USB driver or and USB chipset driver are installed USB driver could be removed and reinstalled 5 Make sure USB device is supported for example USB 3 0 device requires more power drawn 0 9A from USB port than USB 2 0 device 0 5A As a result identify USB charging port to be used for chargi...

Page 137: ... material closing a hole or spoiling a metal contact Clean the contacts with a lint free cloth and small amounts of isopropyl alcohol Replace the memory card if necessary 4 Reinstall and update the drivers for the card reader 5 Make sure the smart card reader is compliant with ISO 7816 Class A B and C 6 Reinsert the card reader with correct face as described in its documentation 7 Check reader fun...

Page 138: ...e full operating system 8 Test with verified working external speakers or headset 9 Reseat internal speaker connections 10 Test with verified working internal speakers 11 Replace internal speakers No sound from headphones 1 Adjust volume by pressing Fn F6 F7 Be sure that volume button light is not amber mute Or adjust Windows volume control by clicking the speaker icon on the Windows taskbar Be su...

Page 139: ...n for TB controller driver version operating system driver and application version 4 Verify that TB device is detected in Windows Device Manager 5 Verify TB port cable and connection 6 Test with a verified working TB board if possible NOTE Thunderbolt is new technology Thunderbolt cable and Thunderbolt device must be compatible with Windows To determine whether your device is Thunderbolt Certified...

Page 140: ...han 10 minutes identify the malfunctioning drive If the issue still exists run Extensive Test more than 2 hours or loop mode which will run until an error occurs If any test fails record failure code and contact support for instructions on how to order a replacement hard drive If all of the tests pass the hard drive is not damaged As a rule HP will not replace a hard drive under warranty that does...

Page 141: ...ated issues No boot to operating system no read write error Symptoms Post error message Boot Device not found 3F0 Hang when booting to operating system Possible causes Operating system loose connection faulty hard drive BIOS configuration Secure Boot Troubleshooting steps 1 Verify if Secure Boot is enabled in BIOS Secure Boot prevents legacy boot devices from starting the computer including bootab...

Page 142: ...ge 139 Slow performance Symptoms Slow performance even when performing small read write operations Possible causes Operating system files hard drive is full Troubleshooting steps 1 Transfer data from the hard drive to create more space Microsoft recommends at least 200 MB to sync system files 2 Perform disk defragmentation to consolidate fragmented data on the hard drive so it will work more effic...

Page 143: ...rking computer if the noise continues If the hard drive makes the same noise or clicking sounds the sounds are either normal sounds for the hard drive or a fault with the hard drive 5 Verify original hard drive connection and flex cable Reseat hard drive and connection 6 Run HP PC Hardware Diagnostics UEFI If failed record failure code and have the hard drive replaced 7 If no error with HP PC Hard...

Page 144: ... sure that no obstructions or dust are in heat sink fan fin or vent c Test fan using HP PC Hardware Diagnostics UEFI tool 6 HP Hardware Diagnostics and Tools on page 82 Be sure that the fan is not producing loud noise and that fan blades spin correctly d Test with a verified working fan e Remove old thermal compound and pads and replace properly with new pads 2 Verify thermal solution Use Thermal ...

Page 145: ...noise originates from fan If noise is absent with fan disconnected refer to Fan runs constantly on page 134 Noisy hard drive Determine whether the noise comes from the hard drive See Noisy hard drive on page 131 Noisy optical drive 1 Determine whether the noise comes from an optical drive 2 Remove CD DVD from the optical drive Noisy speaker 1 Determine whether the noise comes from speaker 2 Test w...

Page 146: ...e Diagnostics and Tools on page 82 Be sure that the fan is not producing loud noise and that fan blades spin correctly d Test with a verified working fan e Replace the fan 2 Verify thermal solution Use Thermal Monitor tool available only to authorized service providers technicians HP Thermal Monitor on page 85 to run stress test processor and GPU and verify that thermal sensors are within limits a...

Page 147: ...Test fan using HP PC Hardware Diagnostics UEFI tool 6 HP Hardware Diagnostics and Tools on page 82 Be sure that the fan is not producing a loud noise and that fan blades spin correctly e Test with a verified working fan f Remove old thermal compound and pads and replace properly with new pads 2 Verify thermal solution Use Thermal Monitor tool available only to authorized service providers technici...

Page 148: ... computer ran into a problem and needs to restart CPU Central processing unit DIMM Dual in line memory module Daughterboard Type of circuit board that plugs into or is attached to the system board or similar expansion card to extend its features and services GPU Graphics processor unit GTS General Troubleshooting Step HDD Hard drive KB Keyboard LVDS Low Voltage Differential Signaling MSG Maintenan...

Page 149: ... If this error reoccurs refer to General troubleshooting steps on page 77 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 once followed by a pause and then continue in a repeating pattern BIOS recovery code ...

Page 150: ...n the computer from an Off or Hibernated state lights associated with the caps lock and num lock keys will both blink five times followed by a pause then continue in a repeating pattern Intel Trusted Execution Technology TXT Error This computer has experienced a problem related to the Intel Trusted Execution Technology resulting in a failed startup The error occurs when all of the following are tr...

Page 151: ...k 1 SMART 301 Attempt to reseat the hard drive and repeat the test The hard disk drive may have failed Contact support for assistance Startup test Hard Disk 2 SMART 302 The hard drive may have failed Contact support for assistance Startup test Hard Disk 1 Quick 303 The hard drive may have failed Contact support for assistance Startup test Hard Disk 2 Quick 304 The hard drive may have failed Contac...

Page 152: ...wnload the latest version of the BIOS and install it See 4 Update BIOS and drivers on page 81 for more information 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 Battery Check Primary Battery Replace 601 This indicates that the primary b...

Page 153: ...user files X Create a restore point X Defragment the hard drive X Run Scan Disk X Clean the exterior of the computer X Close programs that are not being used X Prevent programs from loading at startup X Common Blue Screen Error Messages Error message list The following image shows an example of one possible Bug Check Blue Screen Code Reference from Microsoft The hexadecimal number following the wo...

Page 154: ...corruption can generate system bug check codes Be sure that the virus detection program checks the Master Boot Record for infections Verify that the system has the latest service pack installed To detect which service pack if any is installed on your system click Start click Run type winver and then press Enter The About Windows dialog box displays the Windows version number and the version number...

Page 155: ... 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 Additional information 143 ...

Page 156: ...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 144 Chapter 7 Troubleshooting guide ...

Page 157: ...6 Open the crash dump file Additional information 145 ...

Page 158: ...nalyze 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 146 Chapter 7 Troubleshooting guide ...

Page 159: ...maged displays are submitted for warranty coverage Source HP Notebook PCs and Tablets About LCD Panel Defects and Terminology for Notebook PCs and Tablets Table 7 8 Electrical defect allowances Panel resolution Accept Reject Sub pixel faults VGA SVGA SD WSVGA XGA 720p SD WXGA HD N 2 Type 1 N 2 Type 2 N 3 Type 1 WXGA SXGA HD SXGA N 3 Type 1 N 3 Type 2 N 4 Type 1 WSXGA UXGA FHD WUXGA N 4 Type 1 N 4 ...

Page 160: ...round the heat sink Do not jam cables on top of daughterboards or memory modules DIMMs Circuit cards and DIMMs are not designed to take excessive pressure Keep cables clear of any movable or rotating parts such as a fan to prevent them from being cut or crimped when the component is lowered into its normal position In all cases avoid bending or twisting the cables Do not bend any cable sharply A s...

Page 161: ...he system board always follow these steps 1 Squeeze on the top of the retaining latch attached to the cable end of the connector 2 Grasp the cable end of the connector and pull it straight out CAUTION Always release connector latch before removing the cable Otherwise pulling the cable could damage the cable pins and result in a failed device Horizontal installation cable Use flat tool to pull conn...

Page 162: ...onnector 1 Remove tape 2 Pull up bar pull tape and release the lock with the PCB connector 3 Pull to the direction in parallel with PCB to withdraw the connector Multi pin vertical insert connector LVDS cable to system board Remove the connector gasket prior to removing the connector Use flat tool under the connector to remove evenly Do not pull on the cable to remove Press evenly when reseating r...

Page 163: ...teps Start Computer Setup Computers or tablets with keyboards Turn on or restart the computer and when the HP logo appears press f10 to enter Computer Setup Tablets without keyboards Turn off the tablet Press the power button in combination with the volume down button until the Startup menu is displayed and then tap F10 to enter Computer Setup Navigating and selecting in Computer Setup To select a...

Page 164: ...ctions may display Restore Defaults instead of Apply Factory Defaults and Exit 3 Follow the on screen instructions 4 To save your changes and exit select the Save icon in the lower right corner of the screen and then follow the on screen instructions or Select Main select Save Changes and Exit and then press enter Your changes go into effect when the computer restarts NOTE Your password settings a...

Page 165: ...t Assistant 2 Make the selection for updates 3 Follow the on screen instructions 4 At the download area follow these steps a Identify the most recent BIOS update and compare it to the BIOS version currently installed on your computer Make a note of the date name or other identifier You may need this information to locate the update later after it has been downloaded to your hard drive b Follow the...

Page 166: ...ioned requirement you shall bear all the liabilities wholly and solely HP will not be responsible for any related liabilities TPM provides additional security for your computer You can modify the TPM settings in Computer Setup BIOS NOTE If you change the TPM setting to Hidden TPM is not visible in the operating system To access TPM settings in Computer Setup 1 Start Computer Setup See Starting Com...

Page 167: ...steps Start Computer Setup Computers or tablets with keyboards Turn on or restart the computer and when the HP logo appears press f10 to enter Computer Setup Tablets without keyboards Turn off the tablet Press the power button in combination with the volume down button until the Startup menu is displayed and then tap F10 to enter Computer Setup Navigating and selecting in Computer Setup To select ...

Page 168: ...ill not change the hard drive mode 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 151 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 ins...

Page 169: ... 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 During the download and installation follow these instructions Do not disconnect power on the computer by unplugging the power cord from the A...

Page 170: ...the computer and when the HP logo appears press f9 to enter the Boot Device Options menu Tablets without keyboards Turn off the tablet Press the power button in combination with the volume down button until the Startup menu is displayed and then tap F9 to enter the Boot Device Options menu 2 Select a boot device then press enter TPM BIOS settings select products only IMPORTANT Before enabling Trus...

Page 171: ...res the BIOS to its previously safe state without user intervention HP Sure Start is configured and already enabled so that most users can use the HP Sure Start default configuration The default configuration can be customized by advanced users To access the latest documentation on HP Sure Start go to http www hp com support and select your country Select Drivers Downloads and then follow the on s...

Page 172: ...ted USB drive NOTE To download the HP PC Hardware Diagnostics UEFI tool to a USB drive see Downloading HP PC Hardware Diagnostics UEFI to a USB device on page 160 b Hard drive c BIOS 3 When the diagnostic tool opens select the type of diagnostic test you want to run and then follow the on screen instructions NOTE If you need to stop a diagnostic test press esc Downloading HP PC Hardware Diagnostic...

Page 173: ...t 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 Downloading HP PC Hardware Diagnostics UEFI to a USB device 161 ...

Page 174: ...optical drive select products only or an optional external optical drive Create system restore points NOTE This guide describes an overview of backing up restoring and recovering options For more details about the tools provided see Help and Support To access Help and Support select Start Help and Support NOTE HP recommends that you print the recovery procedures and save them for later use in case...

Page 175: ...are and data files you should continue to back up your system on a regular basis to maintain a reasonably current backup You should also create Windows system repair media select products only which can be used to start up boot the computer and repair the operating system in case of system instability or failure Your initial and subsequent backups allow you to restore your data and settings if a f...

Page 176: ...ndows 7 operating system media on page 165 Using the Windows recovery tools Using the Windows recovery tools you can Recover individual files Restore the computer to a previous system restore point Recover information using recovery tools NOTE For detailed instructions on various recovery and restore options perform a search for these topics in Help and Support To access Help and Support select St...

Page 177: ...uter click Manage and then click Disk Management NOTE If the HP Recovery partition is not listed you must recover your operating system and programs using the Windows 7 operating system media and the Driver Recovery media For additional information see Using Windows 7 operating system media on page 165 3 If the HP Recovery partition is listed restart the computer and then press f11 before the Wind...

Page 178: ...tem 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 Eject the Windows 7 operating system DVD and then insert the Driver Recovery DVD 2 Install the Hardware Enabling Drivers first and then install Recommended Applications 166 Chapter 11 Backup and recovery ...

Page 179: ...ing recovery media see Creating HP Recovery media select products only on page 167 For information on the recovery options that are available using the recovery media see Using Windows tools on page 168 Use Windows tools to create system restore points and create backups of personal information For more information see Recovering using HP Recovery Manager on page 169 NOTE If storage is 32 GB or le...

Page 180: ... booklet included with the computer You can also find contact information on the HP website Go to http www hp com support select your country or region and follow the on screen instructions Be sure that the computer is connected to AC power before you begin creating the recovery media The creation process can take an hour or more Do not interrupt the creation process If necessary you can exit the ...

Page 181: ...ger HP Recovery Manager software allows you to recover the computer to its original factory state by using the HP Recovery media that you either created or that you obtained from HP or by using the HP Recovery partition select products only If you have not already created recovery media see Creating HP Recovery media select products only on page 167 What you need to know before you get started HP ...

Page 182: ...tablets with keyboards attached press f11 while the computer boots or press and hold f11 as you press the power button For tablets without keyboards Turn on or restart the tablet and then quickly hold down the volume down button then select f11 or Turn on or restart the tablet and then quickly hold down the Windows button then select f11 2 Select Troubleshoot from the boot options menu 3 Select Re...

Page 183: ...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...

Page 184: ...Input power Operating voltage and current 19 5 V dc 7 69 A 150 W Slim Smart AC Adapter Temperature Operating 5 C to 35 C 41 F to 95 F Nonoperating 20 C to 60 C 4 F to 140 F Relative humidity non condensing Operating 10 to 90 Nonoperating 5 to 95 Maximum altitude unpressurized Operating 15 m to 3 048 m 50 ft to 10 000 ft Nonoperating 15 m to 12 192 m 50 ft to 40 000 ft NOTE Applicable product safet...

Page 185: ...rage read write 11 13 ms 11 13 ms Maximum 22 ms 22 ms Logical blocks 1 953 525 168 976 773 168 Disk rotational speed 5400 rpm or 7200 rpm 5400 rpm or 7200 rpm Operating temperature 0 C to 60 C 32 F to 140 F 1 TB 1 trillion bytes when referring to hard drive storage capacity Actual accessible capacity is less 1 GB 1 billion bytes when referring to hard drive storage capacity Actual accessible capac...

Page 186: ...o 67K IOPs Up to 455 MB s Up to 59K IOPs Ready time Maximum to not busy 1 0 s 3 0 s Access times Logical 0 1 0 1 Total logical sectors 500 118 192 1 000 215 216 Operating temperature Operating Non operating 0 to 70 C 32 F to 158 F 55 to 90 C 67 F to 194 F 0 to 70 C 32 F to 158 F 40 to 85 C 40 F to 185 F 1 GB 1 billion bytes when referring to hard drive storage capacity Actual accessible capacity i...

Page 187: ... 000 IOPs Up to 1550 MB s Up to 100 000 IOPs Ready time Maximum to not busy 1 0 s 1 0 s Access times Logical 0 1 0 1 Total logical sectors 500 118 192 1 000 215 216 Operating temperature Operating Non operating 0 to 70 C 32 F to 158 F 40 to 80 C 40 F to 176 F 0 to 70 C 32 F to 158 F 40 to 85 C 40 F to 185 F 1 GB 1 billion bytes when referring to hard drive storage capacity Actual accessible capaci...

Page 188: ... below to restore the nonvolatile memory that can contain personal data Restoring or reprogramming nonvolatile memory that does not store personal data is neither necessary nor recommended 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 IMPORTANT If the Main menu displays Restore Defaults instead of ...

Page 189: ... retain the storage drive or Clear the drive contents by using a third party utility designed to erase data from an SSD or Clear the contents of the drive by using the following BIOS Setup Secure Erase command option steps IMPORTANT If you clear data using Secure Erase it cannot be recovered a Turn on or restart the computer and then press esc while the Press the ESC key for Startup Menu message i...

Page 190: ...S Security to factory default Click Yes at the warning message g Select the Main menu select Save Changes and Exit select Yes to save changes and exit and then select Shutdown h Reboot the system If the system has a Trusted Platform Module TPM and or fingerprint reader one or two prompts will appear one to clear the TPM and the other to Reset Fingerprint Sensor press or tap F1 to accept or F2 to r...

Page 191: ...uter 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 Under Utilities select Disk Sanitizer select the hard drive storing the data you want to clear and then follow the on screen instructions to continue 179 ...

Page 192: ...t customer accessible No Yes Stores NIC configuration and NIC firmware NIC EEPROM is programmed using a utility from the NIC vendor that can be run from DOS A utility is required to write data to this memory and is available from the NIC vendor Writing data to this ROM in an inappropriate manner will render the NIC non functional DIMM Serial Presence Detect SPD configuration data 256 Bytes per mem...

Page 193: ...mware updates digitally signed by Intel can be applied using this utility Bluetooth flash 2 Mbit No Yes Stores Bluetooth configuration and firmware Bluetooth flash is programmed at the factory Tools for writing data to this memory are not publicly available but can be obtained from the silicon vendor A utility is required for writing data to this memory and is made available through newer versions...

Page 194: ... diagnostics The UEFI BIOS provides functionality beyond that of the legacy BIOS In addition the UEFI BIOS works to initialize the computer s hardware before loading and executing the OS the run time environment allows the loading and execution of software programs from storage devices to provide more functionality such as advanced hardware diagnostics with the ability to display more detailed sys...

Page 195: ... 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 select Secure Boot Configuration and then follow the on screen instructions c At the Secure Boot Configuration window select Secure Boot select Clear Secure Boot Keys and then follow the on screen instructions to continue Using...

Page 196: ...oved by an acceptable accredited agency responsible for evaluation in the country or region where the power cord set will be used The power cord sets must have a minimum current capacity of 10 amps and a nominal voltage rating of 125 or 250 V AC as required by the power system of each country or region The appliance coupler must meet the mechanical configuration of an EN 60 320 IEC 320 Standard Sh...

Page 197: ...ord and wall plug must bear a T mark and registration number in accordance with the Japanese Dentori Law The flexible cord must be Type VCT or VCTF 3 conductor 1 00 mm conductor size The wall plug must be a two pole grounding type with a Japanese Industrial Standard C8303 7 A 125 V configuration 4 The flexible cord must be Type RVV 3 conductor 0 75 mm conductor size Power cord set fittings applian...

Page 198: ...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 186 Chapter 16 Recycling ...

Page 199: ...ck light identifying 8 chipset product description 1 components bottom 14 display 6 front 11 left side 12 right side 13 top 7 computer major components 16 specifications 172 Computer Setup navigating and selecting 151 155 restoring factory settings 152 156 connector power 14 connectors service considerations 25 D display assembly removal 67 spare part numbers 17 67 display bezel removal 35 68 spar...

Page 200: ...ic keypad identifying 10 integrated webcam light identifying 6 internal microphones identifying 6 J jacks audio out headphone audio in microphone combo 13 network 12 RJ 45 network 12 K keyboard product description 4 removal 45 spare part numbers 17 45 keypad integrated numeric 10 keys esc 10 fn 10 function 10 num lock 10 Windows key 10 L labels Bluetooth 15 regulatory 15 serial number 15 service 1...

Page 201: ...Manager 169 media 170 starting 170 supported discs 168 system 169 USB flash drive 170 using HP Recovery media 168 recovery media creating 167 creating using HP Recovery Manager 168 recovery media creating 162 recovery media using for restore 165 recovery partition 165 removing 171 recovery tools 162 recovery tools Windows 164 recovery system 164 regulatory information regulatory label 15 wireless ...

Page 202: ... 0 ports 13 USB legacy support 151 155 USB ports identifying 13 USB Type C Thunderbolt 3 enabled ports identifying 13 USB C bracket illustrated 20 V vents identifying 14 VGA cap illustrated 21 video product description 3 volume mute button identifying 10 W webcam light identifying 6 webcam identifying 6 webcam microphone module removal 37 71 spare part number 19 38 72 Windows system restore point ...

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