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Thunderbolt (TB)

Symptom

Thunderbolt device not working

Possible causes

BIOS, drivers, and user settings.

Troubleshooting steps

Update to the latest BIOS and choose appropriate TB Port settings.

Reset User Account Settings to default.

Update Intel Thunderbolt software that includes firmware version (for TB controller), driver
version (operating system driver), and application version.

Verify that TB device is detected in Windows Device Manager.

Verify TB port, cable and connection.

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 for
Windows, see

https://thunderbolttechnology.net/products

126 Chapter 7 Troubleshooting guide

Summary of Contents for ZBook 17 G3

Page 1: ...HP ZBook 17 G3 Mobile Workstation Maintenance and Service Guide ...

Page 2: ...ured under license from DTS Licensing Limited DTS the Symbol DTS and the Symbol together are registered trademarks and DTS Studio Sound is a trademark of DTS Inc DTS Inc All Rights Reserved First Edition January 2016 Document Part number 840922 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 a...

Page 3: ...s that should only be accessed by an authorized service provider See Chapter 5 Removal and replacement procedures for Customer Self Repair parts for details Accessing parts described in Chapter 6 Removal and replacement procedures for Authorized Service Provider parts can damage the computer or void your warranty iii ...

Page 4: ...iv Important Notice about Customer Self Repair Parts ...

Page 5: ...w 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 device and the AC adapter comply with the user accessible surface temperature limits defined by the International Standard for Safety of Inf...

Page 6: ...vi Safety warning notice ...

Page 7: ...nents 18 Display assembly subcomponents 23 Miscellaneous parts 25 4 Removal and replacement procedures preliminary requirements 27 Tools required 27 Service considerations 27 Plastic parts 27 Cables and connectors 28 Drive handling 28 Grounding guidelines 28 Electrostatic discharge damage 28 Packaging and transporting guidelines 30 Workstation guidelines 30 5 Removal and replacement procedures for...

Page 8: ...63 Display assembly 67 Top cover 74 7 Troubleshooting guide 75 Resources 76 General troubleshooting steps 76 Identify the issue 77 1 Understand the issue 77 Boot up sequence 77 Failure classification 77 2 Examine the environment 79 3 Perform a visual inspection of hardware 80 4 Update BIOS and drivers 80 Manually updating BIOS and drivers 80 Remotely deploying BIOS and drivers 80 Analyze the issue...

Page 9: ...st with verified working configuration hardware and or operating system 91 13 Replace the system board 91 Verify solution 92 Helpful Hints 92 At startup 92 During operation 93 Consulting with HP Service 93 Common issues and possible solutions 94 Power on issues 94 No Power 94 Intermittent power on shutdown reboot 96 AC adapter issue 97 Battery not recognized not charging 97 Battery discharges too ...

Page 10: ...Incorrect or missing color distorted image 116 Touch screen 117 I O devices 118 Keyboard 118 Keyboard point stick 119 Keyboard backlight 119 TouchPad 120 Network Connectivity Ethernet RJ 45 jack 120 Network connectivity wireless WLAN 121 WWAN 122 USB 123 Smart card reader 124 Speaker headphone audio issues 125 Thunderbolt TB 126 Storage 127 Hard drive solid state drive not recognized 128 No boot t...

Page 11: ...en Error Messages 140 Error message list 140 Bug check symbolic names 140 Microsoft general troubleshooting of Windows bug check codes 141 Use Windows Debugging Tool 141 Windows Software Development Kit SDK 142 Display Issue Pixel Anomalies 146 Cable management 147 Connector types 148 8 Computer Setup BIOS TPM and HP Sure Start in Windows 7 150 Using Computer Setup 150 Starting Computer Setup 150 ...

Page 12: ...ia 162 Backing up your information 162 Performing a system recovery 163 Using the Windows recovery tools 163 Using f11 recovery tools select models only 164 Using Windows 7 operating system media 164 12 Backing up restoring and recovering in Windows 10 166 Creating recovery media and backups 166 Creating HP Recovery media select products only 166 Using Windows tools 167 Restore and recovery 168 Re...

Page 13: ...and answers 178 Using HP Sure Start select models only 179 15 Power cord set requirements 180 Requirements for all countries 180 Requirements for specific countries and regions 181 16 Recycling 183 Index 184 xiii ...

Page 14: ...xiv ...

Page 15: ...onfigured Discrete MXM graphics card NOTE NVIDIA N16E cards are procured from NVIDIA as complete assembly AMDTM FireProTM W6150M Strato XT GL with 4 GB GDDR5 graphics subsystem memory 128 MB x 32 1 5 V 1500 MHz Qty 8 128 bit FBW NVIDIA Quadro M5000M NVIDIA N16E Q5 with 8 GB GDDR5 graphics subsystem memory 128 MB x 32 1 35 V 1800 MHz Qty 16 256 bit FBW NVIDIA Quadro M4000M NVIDIA N16E Q3 with 4 GB ...

Page 16: ...ect ratio Memory Four customer accessible upgradeable SODIMM slots three or four SODIMM module combination only available with Quad Core processors Support for DDR4 2133 MHz PC4 17000 dual channel memory Supports up to 64 GB of system RAM in the following configurations DDR4 2133 for models with Core processors 64 GB total system memory 16384 MB x 4 32 GB total system memory 16384 MB x 2 8192 MB x...

Page 17: ...SED or equivalent Opal2 1 TB 7200 rpm 500 GB 5400 rpm Hybrid 8 GB cache Audio and video Stereo speakers 2 Dual array microphone dual microphone configuration is tied to camera Intel SST Audio supported on Windows 10 and Windows 8 1 Conexant Smart Amplifier Ambient Noise Suppression with DTS Studio SoundTM Integrated HD 720p webcam Support for no webcam option Ethernet Intel I219 LM 10 100 1000 Eth...

Page 18: ...ne combo jack RJ 45 Ethernet USB Type C Thunderbolt 2 USB 3 0 3 USB 3 0 charging HDMI Docking Docking support for HP Advanced Docking Station Keyboard pointing devices Keyboard Full sized Chiclet Island style keyboard with separate numeric keypad Spill resistant with drain Backlit Windows 10 Dual Point 3 pick buttons pointing stick x 3 pick buttons TouchPad DuraKeys TouchPad On off button Glass wi...

Page 19: ...erating system and required with any Windows 10 Downgrade operating system DRDVD Windows 7 service pack 1 available with any Windows 7 or Windows 10 Downgrade operating system Restore media OSDVD Windows 10 Professional 64 Threshold 2 only available and required with Windows 10 Downgrade operating system not available in People s Republic of China or Asia Windows 7 Service Pack 1 available with an...

Page 20: ...tion Windows 8 1 ML 64 Windows 8 1 CH 64 Serviceability End user replaceable parts AC adapter Battery system Memory modules Hard drives SSD M 2 Solid state drives WLAN module WWAN module 6 Chapter 1 Product description ...

Page 21: ...he jack the computer speakers are disabled 3 USB 3 0 port Connects an optional USB device such as a keyboard mouse external drive printer scanner or USB hub 4 HDMI port Connects an optional video or audio device such as a high definition television any compatible digital or audio component or a high speed High Definition Multimedia Interface HDMI device 5 External monitor port Connects an external...

Page 22: ...security cable to the computer NOTE The security cable is designed to act as a deterrent but it may not prevent the computer from being mishandled or stolen 2 RJ 45 network jack status lights Connects a network cable Green left The network is connected Amber right Activity is occurring on the network 3 USB 3 0 ports 2 Connect an optional USB device such as a keyboard mouse external drive printer s...

Page 23: ... products only 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 Some models allow you to video conference and chat online using streaming video The antennas are not visible from the outside of t...

Page 24: ...o 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 pointing stick button Functions like the center button on an external mouse 8 Center TouchPad button Functions like the center button on an external mouse 9 Right TouchPad button Fun...

Page 25: ... On Caps lock is on 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 of...

Page 26: ... power button results in the 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 2 Wireless button Turns the wireless feature on or off but does not establish a wireless connection A wireless network must be set up before a wireless connection is possible 3 Volume ...

Page 27: ...e an external numeric keypad Using the hot keys To use a hot key Press the fn key and then press the correct function key represented by the icons below Press fn function key Description Initiates Sleep which saves your information in system memory The display and other system components turn off and power is conserved To exit Sleep briefly press the power button CAUTION To reduce the risk of info...

Page 28: ...old down the key Increases the screen brightness incrementally as long as you hold down the key Decreases speaker volume incrementally while you hold down the key Increases speaker volume incrementally while you hold down the key Mutes the microphone 14 Chapter 2 External component identification ...

Page 29: ...n your country or region If you replace the module and then receive a warning message remove the module to restore computer functionality and then contact support 2 Service door release screws Releases the service door 3 Vents Enable airflow to cool internal components NOTE The computer fan starts up automatically to cool internal components and prevent overheating It is normal for the internal fa...

Page 30: ...n 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 When AC power is disconnected battery not charging Blinking amber The battery has reached a low battery level When the battery has reached a critical battery leve...

Page 31: ...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 32: ... 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 18 Chapter 3 Illustrated parts catalog ...

Page 33: ... the subcomponent level only For more LED display assembly spare part information see Display assembly subcomponents on page 23 UHD UWVA Dream Color 3 display assembly not equipped with a webcam 848393 001 UHD UWVA Dream Color 3 display assembly equipped with a webcam 848394 001 2 Keyboard includes keyboard cable For use in Belgium 848311 A41 Computer major components 19 ...

Page 34: ...291 For use in Latin America 848311 161 For use in Northwest Africa 848311 FP1 For use in Norway 848311 091 For use in Portugal 848311 131 For use in Romania 848311 271 For use in Russia 848311 251 For use in Saudi Arabia 848311 171 For use in Slovenia 848311 BA1 For use in South Korea 848311 AD1 For use in Spain 848311 071 For use in Sweden and Finland 848311 B71 For use in Switzerland 848311 BG1...

Page 35: ...27227 001 NVIDIA Quadro M3000M NVIDIA N16E Q1 with 4 GB GDDR5 graphics subsystem memory 827226 001 NVIDIA Quadro M2000M NVIDIA N16P Q3 with 4 GB GDDR5 graphics subsystem memory 850114 001 NVIDIA Quadro M1000M NVIDIA N16P Q1 with 2 GB GDDR5 graphics subsystem memory 850113 001 AMD FirePro W6150M Strato XT GL with 4 GB GDDR5 graphics subsystem memory 850115 001 8 Heat sink For use only with models w...

Page 36: ...4 WWAN module HP lt4120 Qualcomm Snapdragon X5 LTE EVDO HSPA Gobi 4G Mobile Broadband Module 800870 001 HP hs3110 HSPA Intel Mobile Broadband Module 822828 001 15 TouchPad module includes cable 850944 001 16 Display LED board 848374 001 17 Fingerprint reader assembly 850116 001 18 Smart card reader board 848373 001 19 Speakers include cable 848361 001 20 Middle frame 851613 001 21 Hard drive 2 5 i...

Page 37: ...mputer models not equipped with a webcam 848368 001 2 Webcam module includes double sided adhesive 848264 001 Microphone module for models without webcams includes double sided adhesive 854110 001 3 Display panel 17 3 in FHD UWVA AG display panel 848391 001 17 3 in HD SVA AG display panel 848392 001 4 Display Cable Kit 848379 001 Display assembly subcomponents 23 ...

Page 38: ...N antenna 848347 001 6 WLAN antenna 848346 001 7 Dream Color calibration board select products only 848375 001 8 Display hinges includes left and right hinges 848370 001 9 Display enclosure 848348 001 24 Chapter 3 Illustrated parts catalog ...

Page 39: ...DVD RW Drive 747080 001 Mouse HP USB laser 674318 001 HP Comfort Grip Wireless 691922 001 HP Ultrathin Bluetooth Mouse 811730 001 Plastics kit includes inserts for the fingerprint reader and SD card gaskets LCD conductive tape and LCD sponge 850117 001 Power cord 3 pin black 1 83 m For use in Argentina 491683 D01 For use in Asia Pacific region 491683 D91 For use in Australia 491683 011 For use in ...

Page 40: ...Component Spare part number For use in the United Kingdom and Singapore 491683 031 Screw Kit 851612 001 26 Chapter 3 Illustrated parts catalog ...

Page 41: ...he 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 Plastic parts CAUTION Using excessive force during disassembly and reassembly can damage plastic parts Use care when handling t...

Page 42: ...e removing an optical drive be sure that a 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 or an optical drive place it in a static proof bag Avoid exposing an internal hard drive to products that have magnetic fi...

Page 43: ...ainer The following table 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 D...

Page 44: ... 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 conductive field service tools...

Page 45: ...istance between the operator and ground To be effective the conductive equipment 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 ...

Page 46: ...on screen instructions Component replacement procedures NOTE Please read and follow the procedures described here to access and replace Customer Self Repair parts successfully NOTE Details about your computer including model serial number product key and length of warranty are on the service tag on the bottom of your computer See Labels on page 17 for details This chapter provides removal and repl...

Page 47: ... shut it down through the operating system 2 Disconnect the power from the computer by unplugging the power cord from the computer 3 Disconnect all external devices from the computer Remove the service door 1 Turn the computer upside down on a flat surface 2 Loosen the 11 Torx captive screws 1 to release the service door 3 Remove the service door 2 Reverse this procedure to install the service doo...

Page 48: ...move 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 thro...

Page 49: ...emoving 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 Disconnect the power from the computer by unplugging the power cord from the computer 3 Disconnect all external devices from the computer 4 Remove the service door see Service door on page 33 5 D...

Page 50: ...3 Lift the tab and remove the primary hard drive 4 36 Chapter 5 Removal and replacement procedures for Customer Self Repair parts ...

Page 51: ...hrough 4 to remove the secondary hard drive 5 If it is necessary to replace the hard drive connector adapter on a hard drive slide the adapter 1 off of the front end of the hard drive Component replacement procedures 37 ...

Page 52: ... screws 2 of the bracket from the hard drive and then lift the bracket straight up 3 and remove the bracket from the hard drive Reverse this procedure to reassemble and install the hard drives 38 Chapter 5 Removal and replacement procedures for Customer Self Repair parts ...

Page 53: ...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 service door see Service door on page 33 5 Disconnect the battery see Battery on page 34 6 If you are removing the secondary SSD remove the secondary hard drive see Hard drive on page 35 NOTE The secondary SSD is only available if a primary S...

Page 54: ...steps 1 Turn off the computer If you are unsure whether the computer is off or in Hibernation turn the computer on and then shut it down through the operating system 2 Disconnect the power from the computer by unplugging the power cord from the computer 3 Disconnect all external devices from the computer 4 Remove the service door see Service door on page 33 5 Disconnect the battery see Battery on ...

Page 55: ...le 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 56: ...system 2 Disconnect the power from the computer by unplugging the power cord from the computer 3 Disconnect all external devices from the computer 4 Remove the service door see Service door on page 33 5 Disconnect the battery see Battery on page 34 Remove the WWAN module 1 Disconnect the WWAN antenna cables 1 from the terminals on the WWAN module NOTE The red WWAN antenna cable is connected to the...

Page 57: ...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 Component replacement procedures 43 ...

Page 58: ...roduct or Select Identify now 4 Select the link for the computer model 5 Select the language and the operating system 6 Under the downloads heading select the BIOS link 7 Select the link for the most recent BIOS 8 Select 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...

Page 59: ...he BIOS will display a message in POST notifying the user that the system memory is not installed in the proper order 2 Spread the retaining tabs 1 on each side of the memory module slot to release the memory module The memory module tilts up 3 Remove the memory module 2 by pulling the module away from the slot at an angle Reverse this procedure to install a memory module Component replacement pro...

Page 60: ...ts 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 Component replacement procedures There are as many as 88 screws that must be removed replaced and or loosened when servicing the parts described in this chapter Make special note of each screw size and location during rem...

Page 61: ...uter by unplugging the power cord from the computer 3 Disconnect all external devices from the computer 4 Remove the service door see Service door on page 33 5 Disconnect the battery see Battery on page 34 Remove the RTC battery 1 Disconnect the RTC battery cable 1 from the system board 2 Using a plastic tool detach the RTC battery 2 from the base enclosure and remove it from the computer The RTC ...

Page 62: ...r cord from the computer 3 Disconnect all external devices from the computer 4 Remove the service door see Service door on page 33 5 Disconnect the battery see Battery on page 34 6 Remove the hard drives see Hard drive on page 35 7 Remove the SSDs see Solid state drives M 2 on page 39 Remove the middle frame 1 Remove the four screws 1 attaching the middle frame to the computer 2 Remove the middle ...

Page 63: ...cord from the computer 3 Disconnect all external devices from the computer 4 Remove the service door see Service door on page 33 5 Remove the battery see Battery on page 34 6 Remove the hard drives see Hard drive on page 35 7 Remove the SSDs see Solid state drives M 2 on page 39 8 Remove the middle frame see Middle frame on page 48 Remove the speakers 1 Remove the Phillips screw 1 that secure the ...

Page 64: ...e the cable from the guides 4 securing it to the computer 6 Remove the two Phillips screws 5 that secure the left speaker to the computer 7 Remove the left speaker 6 Reverse this procedure to install the speakers 50 Chapter 6 Removal and replacement procedures for authorized service provider parts ...

Page 65: ...ry see Battery on page 34 6 Remove the hard drives see Hard drive on page 35 7 Remove the SSDs see Solid state drives M 2 on page 39 8 Remove the middle frame see Middle frame on page 48 9 Remove the anti magnetic bracket and right speaker see Speakers on page 49 Remove the TouchPad 1 Open the zero insertion force ZIF connector 1 on the system board to release the TouchPad ribbon cable 2 Carefully...

Page 66: ...l devices from the computer 4 Remove the service door see Service door on page 33 5 Remove the battery see Battery on page 34 Remove the Smart Card reader board 1 Remove the three screws 1 that secure the Smart Card reader bracket to the computer 2 Release the cable 2 from the guides securing it 3 Remove the bracket 3 4 Open the ZIF connector 1 on the system board to release the Smart Card board r...

Page 67: ...7 Remove the board 4 Reverse this procedure to install the Smart Card reader board Component replacement procedures 53 ...

Page 68: ...r on page 33 5 Remove the battery see Battery on page 34 6 Remove the Smart Card reader board see Smart Card reader board on page 52 Remove the fingerprint reader board 1 Remove the Phillips screw 1 that secures the fingerprint reader board bracket to the computer 2 Lift the bracket up 2 and then slide the bracket off the fingerprint reader 3 3 Open the ZIF connector 4 on the system board to relea...

Page 69: ...n through the operating system 2 Disconnect the power from the computer by unplugging the power cord from the computer 3 Disconnect all external devices from the computer 4 Remove the service door see Service door on page 33 5 Disconnect the battery see Battery on page 34 Remove the fans 1 Release the fan connection 1 on the CPU fan and then release the two captive screws 2 securing the CPU fan to...

Page 70: ... NVIDIA N16P Q1 with 2 GB GDDR5 graphics subsystem memory 850113 001 AMD FirePro W6150M Strato XT GL with 4 GB GDDR5 graphics subsystem memory 850115 001 Before removing the discrete graphics board follow these steps 1 Turn off the computer If you are unsure whether the computer is off or in Hibernation turn the computer on and then shut it down through the operating system 2 Disconnect the power ...

Page 71: ...ystem 2 Disconnect the power from the computer by unplugging the power cord from the computer 3 Disconnect all external devices from the computer 4 Remove the service door see Service door on page 33 5 Remove the service door see Service door on page 33 6 Remove the battery see Battery on page 34 7 Remove the secondary hard drive see Hard drive on page 35 8 Remove the secondary SSD see Solid state...

Page 72: ...50112 001 Before removing the heat sink follow these steps 1 Turn off the computer If you are unsure whether the computer is off or in Hibernation turn the computer on and then shut it down through the operating system 2 Disconnect the power from the computer by unplugging the power cord from the computer 3 Disconnect all external devices from the computer 4 Remove the service door see Service doo...

Page 73: ...eat sink is removed Replacement thermal material is included with the heat sink and system board spare part kits Thermal paste is used on the system board components 2 4 6 and on the heat sink areas 1 3 5 that service them Heat sink for use with models with UMA graphics memory 1 Remove the screws in the order shown 1 4 and then remove the heat sink 5 from the system board Component replacement pro...

Page 74: ...board components each time the heat sink is removed Replacement thermal material is included with the heat sink and system board spare part kits Thermal paste is used on the system board component 1 and on the heat sink area 2 that services it Reverse this procedure to install the heat sink 60 Chapter 6 Removal and replacement procedures for authorized service provider parts ...

Page 75: ... 848311 BG1 For use in India 848311 D61 For use in Taiwan 848311 AB1 For use internationally 848311 B31 For use in Thailand 848311 281 For use in Israel 848311 BB1 For use in Turkey 848311 141 For use in Italy 848311 061 For use in the United Kingdom and Singapore 848311 031 For use in Japan 848311 291 For use in the United States 848311 001 For use in Latin America 848311 161 Before removing the ...

Page 76: ...up and forward until it rests upside down on the palm rest 5 Open the ZIF connector 1 on the system board to release the keyboard ribbon cable 6 Open the ZIF connector 2 on the system board to release the backlight cable 7 Open the ZIF connector 3 on the system board to release the pointing stick cable 62 Chapter 6 Removal and replacement procedures for authorized service provider parts ...

Page 77: ...Description Spare part number Intel Xeon E3 1535M processor 848306 xxx Intel Core i7 6820HQ processor 848304 xxx Intel Core i7 6700HQ processor 848302 xxx Intel Core i5 6440HQ processor 848300 xxx Before removing the system board follow these steps 1 Turn off the computer If you are unsure whether the computer is off or in Hibernation turn the computer on and then shut it down through the operatin...

Page 78: ...m board be sure that the following components are removed from the defective system board and installed on the replacement system board WLAN module see WLAN module on page 40 WWAN module see WWAN module on page 42 Memory module see Memory module on page 44 Heat sink see Heat sink on page 58 NOTE You do not have to remove the heat sink to remove the system board Remove the system board 1 Disconnect...

Page 79: ... 2 securing the system board 4 Remove the two Phillips screws 3 securing the display cable bracket and then remove the bracket 4 NOTE Use flat tool under the connector to remove evenly Do not pull on the cable to remove 5 Release the connector 5 for the display cable Component replacement procedures 65 ...

Page 80: ...e system board 1 and slide system board 2 at angle away from the computer to remove it Reverse this procedure to install the system board 66 Chapter 6 Removal and replacement procedures for authorized service provider parts ...

Page 81: ...low these steps 1 Turn off the computer If you are unsure whether the computer is off or in Hibernation turn the computer on and then shut it down through the operating system 2 Disconnect the power from the computer by unplugging the power cord from the computer 3 Disconnect all external devices from the computer 4 Remove the service door see Service door on page 33 5 Disconnect the battery see B...

Page 82: ... without a webcam 5 If it is necessary to replace the display panel a Remove the four Phillips screws 1 that secure the display panel to the display enclosure CAUTION Before turning the display panel upside down make sure the work surface is clear of tools screws and any other foreign objects Failure to follow this caution can result in damage to the display panel 68 Chapter 6 Removal and replacem...

Page 83: ...n disconnect the display panel cable 2 from the display panel d Remove the display panel display panel 3 The display panel is available using spare part numbers 848391 001 17 3 in FHD UWVA AG display panel and 848392 001 17 3 in HD SVA AG display panel 6 If it is necessary to replace the webcam module or microphone module Component replacement procedures 69 ...

Page 84: ...om the display enclosure The module is attached to the display enclosure with double sided adhesive b Remove the tape 2 covering the cable c Disconnect the module cable 3 from the module The webcam module is available using spare part number 848264 001 The microphone module is available using spare part number 854110 001 7 If it is necessary to replace the Dream Color calibration board a Disconnec...

Page 85: ...play enclosure The calibration board is available using spare part number 848375 001 8 If it is necessary to replace the display hinges a Remove the two outer screws 1 and the six Phillips screws 2 that secure each display hinges to the display enclosure Component replacement procedures 71 ...

Page 86: ...d remove the WLAN antennas 1 off the display enclosure b Release the antenna cables 2 from the routing path of the display enclosure c Remove the WLAN antennas 3 from the bottom of the display enclosure The antennas are available using spare part number 848346 001 10 If it is necessary to replace the WWAN antennas 72 Chapter 6 Removal and replacement procedures for authorized service provider part...

Page 87: ... number 848347 001 11 If it is necessary to replace the display cable a Disconnect the end of the display cable 1 from the connector securing it to the display enclosure b Disconnect display cable 2 from the small connector securing it to the display enclosure c Release the cable 3 from the routing path along the display enclosure d Remove the cable 4 The display cable is available using spare par...

Page 88: ... install the display assembly Top cover Description Spare part number Top cover 850108 001 The top cover spare remains after removing all other spare parts 74 Chapter 6 Removal and replacement procedures for authorized service provider parts ...

Page 89: ...sembling notebooks 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 accumul...

Page 90: ...ting 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 Diagnostics UEF...

Page 91: ... 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 dis...

Page 92: ...onents 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 94 2 ...

Page 93: ...n page 129 4 Slow performance on page 110c 5 Blue screen BSOD error on page 129b 6 Noisy hard drive on page 130 1 Fan error message 90B on page 131 2 Noise sound on page 132 3 Fan runs constantly on page 133 4 HP Thermal Monitor on page 84 5 Stuck power button on page 134 b c d similar symptoms 2 Examine the environment It is important to examine the computer s environment If you can quickly ident...

Page 94: ...ers 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 95: ...he 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 hardwa...

Page 96: ... 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 82 Chapter 7 Troubleshooting guide ...

Page 97: ... 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 exampl...

Page 98: ...utions 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 The...

Page 99: ...f 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 Th...

Page 100: ...e 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 encou...

Page 101: ...lacement 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 w...

Page 102: ...e 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 i...

Page 103: ...ates 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 defau...

Page 104: ...ves 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 may...

Page 105: ...working 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 ...

Page 106: ... 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 possible fo...

Page 107: ...re the boot 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 wheth...

Page 108: ...power 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 79 Perform a hard reset 8 Hard rese...

Page 109: ... 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 power...

Page 110: ... Visually 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 94 a Be sur...

Page 111: ...spect 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 85 Rear power light indicates that external power to the computer is good 7 If there is ...

Page 112: ...r 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 81 HP PC Hardware Diagnostics UEFI is a good tool to use to isolate and determine fa...

Page 113: ...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 war...

Page 114: ...eo 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 V...

Page 115: ...sts 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 the...

Page 116: ...or messages on page 85 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 89 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 component...

Page 117: ...o 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 operat...

Page 118: ...et 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 ...

Page 119: ...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 129 Recommended resour...

Page 120: ...for specific Error Message See Common Blue Screen Error Messages on page 140 e Boot to safe mode 11 Test with minimum configuration on page 90 to troubleshoot issues 9 If you cannot start Windows a Boot to safe mode 11 Test with minimum configuration on page 90 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...

Page 121: ...ngs 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 caus...

Page 122: ... Test with essential hardware configuration 11 Test with minimum configuration on page 90 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...

Page 123: ...gs 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 thin...

Page 124: ... computer 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 t...

Page 125: ... 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 pr...

Page 126: ... black 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 settin...

Page 127: ...stem 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 81 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 m...

Page 128: ...t 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 146 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 ...

Page 129: ...put to external video by closing the notebook lid or pressing Fn F4 to switch screen output DisplayPort VGA See No video external on page 115 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 t...

Page 130: ...g 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 ha...

Page 131: ...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 Ad...

Page 132: ... is 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 def...

Page 133: ...tors 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 no...

Page 134: ...rk 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 wirele...

Page 135: ...leshooting 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 wir...

Page 136: ...nection 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 str...

Page 137: ...evice 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 charging...

Page 138: ... or 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 ...

Page 139: ...ull 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 sure ...

Page 140: ...sion 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 Certif...

Page 141: ...n 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 n...

Page 142: ...related 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 boo...

Page 143: ...138 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 efficien...

Page 144: ... working 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 H...

Page 145: ...re 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 81 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 Mon...

Page 146: ...r noise originates from fan If noise is absent with fan disconnected refer to Fan runs constantly on page 133 Noisy hard drive Determine whether the noise comes from the hard drive See Noisy hard drive on page 130 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...

Page 147: ...iagnostics and Tools on page 81 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 84 to run stress test processor and GPU and verify that thermal sensors are within limits afte...

Page 148: ...d Test fan using HP PC Hardware Diagnostics UEFI tool 6 HP Hardware Diagnostics and Tools on page 81 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 techni...

Page 149: ...your 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 Maint...

Page 150: ...his error reoccurs refer to General troubleshooting steps on page 76 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 unabl...

Page 151: ...rn on 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 ar...

Page 152: ...MART 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 Contact sup...

Page 153: ...d Download the latest version of the BIOS and install it See 4 Update BIOS and drivers on page 80 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 prima...

Page 154: ...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 word ST...

Page 155: ...ive 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 nu...

Page 156: ...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 142 Chapter 7 Troubleshooting guide ...

Page 157: ...K 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 Additional information 143 ...

Page 158: ...6 Open the crash dump file 144 Chapter 7 Troubleshooting guide ...

Page 159: ...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 Additional information 145 ...

Page 160: ... 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 Type ...

Page 161: ...ely around 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 sharpl...

Page 162: ...ystem 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 connecto...

Page 163: ...the connector 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 reseat...

Page 164: ...tup 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 menu or a menu item u...

Page 165: ...TE Restoring defaults will 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 155 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 F...

Page 166: ...tall 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 During the download and installation follow these instructions Do not disconnect power on the computer by unplugging the power cord...

Page 167: ...uter 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 Trusted Plat...

Page 168: ...s 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 screen instructions...

Page 169: ...he keyboard arrow keys and then press enter or use a pointing device to select the item To scroll up and down select the up arrow or the down arrow in the upper right corner of the screen or use the up arrow key or the down arrow key on the keyboard To close open dialog boxes and return to the main Computer Setup screen press esc and then follow the on screen instructions To exit Computer Setup me...

Page 170: ...the HP website Most BIOS updates on the HP website are packaged in compressed files called SoftPaqs Some download packages contain a file named Readme txt which contains information regarding installing and troubleshooting the file Determining the BIOS version To decide whether you need to update Computer Setup BIOS first determine the BIOS version on your computer BIOS version information also kn...

Page 171: ...ter it has been downloaded to your hard drive b Follow the on screen instructions to download your selection to the hard drive Make a note of the path to the location on your hard drive where the BIOS update is downloaded You will need to access this path when you are ready to install the update NOTE If you connect your computer to a network consult the network administrator before installing any ...

Page 172: ...etting to Hidden TPM is not visible in the operating system To access TPM settings in Computer Setup 1 Start Computer Setup See Starting Computer Setup on page 155 2 Select Security select TPM Embedded Security and then follow the on screen instructions Using HP Sure Start select products only Select computer models are configured with HP Sure Start a technology that monitors the computer s BIOS f...

Page 173: ...lowing order a Connected 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 159 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 P...

Page 174: ...et 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 160 Chapter 10 Using HP PC Hardware Diagnostics UEFI ...

Page 175: ...ed optical drive select models 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 cas...

Page 176: ... 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 models 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 failur...

Page 177: ...ng Windows 7 operating system media on page 164 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 sele...

Page 178: ...ement 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 164 3 If the HP Recovery partition is listed restart the computer and then press esc while the Press the ESC key for Startup Menu message is di...

Page 179: ...rive before the Windows operating system loads 3 When prompted press any keyboard key 4 Follow the on screen instructions 5 Click Next 6 Select Repair your computer 7 Follow the on screen instructions After the repair is completed 1 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 Application...

Page 180: ...he HP Recovery partition on the computer The backup can be used to reinstall the original operating system in cases where the hard drive is corrupted or has been replaced For information on creating recovery media see Creating HP Recovery media select products only on page 166 For information on the recovery options that are available using the recovery media see Using Windows tools on page 167 Us...

Page 181: ...urchased separately to create recovery discs If you use an external optical drive it must be connected directly to a USB port on the computer the drive cannot be connected to a USB port on an external device such as a USB hub If you cannot create DVD media yourself you can obtain recovery discs for your computer from HP See the Worldwide Telephone Numbers booklet included with the computer You can...

Page 182: ... partition to reclaim hard drive space HP Recovery Manager offers the Remove Recovery Partition option For more information see Removing the HP Recovery partition select products only on page 170 Recovering using HP Recovery Manager 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 obtain...

Page 183: ... is still working To start HP Recovery Manager from the HP Recovery partition IMPORTANT For a tablet with a detachable keyboard connect the keyboard to the keyboard dock before beginning these steps select products only 1 Type recovery in the taskbar search box select Recovery Manager and then select HP Recovery Environment or For computers or tablets with keyboards attached press f11 while the co...

Page 184: ...hen quickly hold down the Windows button then select f9 3 Select the optical drive or USB flash drive from which you want to boot 4 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 ...

Page 185: ...ower Operating voltage and current 19 5 V dc 10 3 A 200 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 safety stand...

Page 186: ... 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 187: ... 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 188: ...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 189: ...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 175 ...

Page 190: ...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 191: ...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 192: ... 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 193: ... 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 194: ...rements are applicable to all countries and regions The length of the power cord set must be at least 1 0 m 3 3 ft and no more than 2 0 m 6 5 ft All power cord sets must be approved 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 A and a nominal voltage rating...

Page 195: ...KTL 5 Sweden SEMKO 1 Switzerland SEV 1 Taiwan BSMI 6 Thailand TISI 1 The United Kingdom ASTA 1 The United States UL 2 1 The flexible cord must be Type HO5VV F 3 conductor 0 75 mm 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 T...

Page 196: ...r the CCC certification mark 5 The flexible cord must be Type H05VV F 3 conductor 0 75 mm conductor size KTL logo and individual approval number must be on each element Corset approval number and logo must be printed on a flag label 6 The flexible cord must be Type HVCTF 3 conductor 1 25 mm conductor size Power cord set fittings appliance coupler cable and wall plug must bear the BSMI certificatio...

Page 197: ...e 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 183 ...

Page 198: ...d spare part number 24 71 caps lock light identifying 11 chipset product description 1 components bottom 15 display 9 front 16 left side 8 right side 7 top 10 computer major components 18 specifications 171 Computer Setup navigating and selecting 150 155 restoring factory settings 151 155 connector power 8 connectors service considerations 28 D discrete graphics board removal 56 spare part numbers...

Page 199: ...13 integrated webcam light identifying 9 internal microphones identifying 9 J jacks audio out headphone audio in microphone combo 7 network 8 RJ 45 network 8 K keyboard product description 4 removal 61 spare part numbers 19 61 keypad integrated numeric 13 keys esc 13 fn 13 Windows key 13 L labels Bluetooth 17 regulatory 17 serial number 17 service 17 wireless certification 17 WLAN 17 left pointing...

Page 200: ...ecovery system 163 regulatory information regulatory label 17 wireless certification labels 17 removal replacement procedures 32 46 removing personal data from volatile system memory 172 restoring the hard drive 164 RJ 45 network jack identifying 8 RJ 45 network lights identifying 8 RTC battery removal 47 spare part number 22 47 S Screw Kit spare part number 26 security cable slot identifying 8 se...

Page 201: ...oduct description 3 W webcam 9 webcam light identifying 9 webcam module removal 69 spare part number 23 70 webcam identifying 9 Windows system restore point 166 167 Windows 7 operating system DVD creating 161 using for restore 164 Windows 7 operating system media creating 161 using for restore 164 Windows key identifying 13 Windows Startup Repair using 163 Windows tools using 167 wireless antennas...

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HP ZBook 17 G3, Maintenance And Service Manual

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