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HP ZBook Studio G 315-ap000 - 15ap099, Maintenance And Service Manual, Page: 126 / 185

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HP ZBook Studio G 315-ap000 - 15ap099 Maintenance And Service Manual Download Page 126

Thunderbolt (TB)

 

 

Symptom

Thunderbolt device not working

Possible causes

BIOS, drivers, and user settings.

 

Troubleshooting steps

1.

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

2.

Reset User Account Settings to default.

3.

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

4.

Verify that TB device is detected in Windows Device Manager.

5.

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 for 
Windows, see 

https://thunderbolttechnology.net/products

.

112 Chapter 7   Troubleshooting guide

Summary of Contents for ZBook Studio G 315-ap000 - 15ap099

Page 1: ...HP ZBook Studio G3 Mobile Workstation Model numbers 15 ap000 15ap099 Maintenance and Service Guide ...

Page 2: ...ogether are registered trademarks and DTS Studio Sound is a trademark of DTS Inc DTS Inc All Rights Reserved First Edition December 2015 Document Part number 839280 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 o...

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

Page 7: ... 18 Bracket Kit 19 Plastics Kit 20 Miscellaneous parts 21 4 Removal and replacement procedures preliminary requirements 22 Tools required 22 Service considerations 22 Plastic parts 22 Cables and connectors 23 Drive handling 23 Grounding guidelines 23 Electrostatic discharge damage 23 Packaging and transporting guidelines 25 Workstation guidelines 25 5 Removal and replacement procedures for Custome...

Page 8: ...oting guide 61 Resources 62 General troubleshooting steps 62 Identify the issue 63 1 Understand the issue 63 Boot up sequence 63 Failure classification 63 2 Examine the environment 65 3 Perform a visual inspection of hardware 66 4 Update BIOS and drivers 66 Manually updating BIOS and drivers 66 Remotely deploying BIOS and drivers 66 Analyze the issue 66 5 Remove or uninstall recently added hardwar...

Page 9: ...tion hardware and or operating system 77 13 Replace the system board 77 Verify solution 78 Helpful Hints 78 At startup 78 During operation 79 Consulting with HP Service 79 Common issues and possible solutions 80 Power on issues 80 No Power 80 Intermittent power on shutdown reboot 82 AC adapter issue 83 Battery not recognized not charging 83 Battery discharges too fast 85 Burnt smell 86 POST 86 No ...

Page 10: ...2 Touch screen 103 I O devices 104 Keyboard 104 Keyboard point stick 105 Keyboard backlight 105 TouchPad 106 Network Connectivity Ethernet RJ 45 jack 106 Network connectivity wireless WLAN 107 WWAN 108 USB 109 Smart card reader 110 Speaker headphone audio issues 111 Thunderbolt TB 112 Storage 113 Hard drive solid state drive not recognized 114 No boot to operating system no read write error 114 Re...

Page 11: ... Microsoft general troubleshooting of Windows bug check codes 127 Use Windows Debugging Tool 127 Windows Software Development Kit SDK 128 Display Issue Pixel Anomalies 132 Cable management 133 Connector types 134 8 Computer Setup BIOS TPM and HP Sure Start in Windows 7 136 Using Computer Setup 136 Starting Computer Setup 136 Navigating and selecting in Computer Setup 136 Restoring factory settings...

Page 12: ...Windows recovery tools 150 Using f11 recovery tools select models only 151 Using Windows 7 operating system media 151 12 Backing up restoring and recovering in Windows 10 153 Creating recovery media and backups 153 Creating HP Recovery media select products only 153 Using Windows tools 154 Restore and recovery 155 Recovering using HP Recovery Manager 155 What you need to know before you get starte...

Page 13: ...15 Recycling 167 Index 168 xiii ...

Page 14: ...xiv ...

Page 15: ...Quadro M1000M NVIDIA N16P Q1 with 2 GB GDDR5 graphics subsystem memory 128 MB 16 1 35 V 1400 MHz qty 8 128 bit FBW Support for hybrid switchable graphics Support for open GL Support for DisplayPort 1 2 Support for NVIDIA Mosaic Technology Panel 15 6 in light emitting diode LED backlight Full high definition FHD AntiGlare AG UWVA 1920 1080 resolution 300 nits with or without camera or touch screen ...

Page 16: ... 3 self encrypting drive Opal 2 128 GB SATA 3 TLC PCIe 1 TB NVMe 512 GB NVMe 256 GB NVMe Audio and video Stereo speakers Dual array microphone Intel SST Audio Conexant Smart Amplifier Ambient Noise Suppression with DTS Studio Sound Integrated HD 720p webcam Support for no webcam option Ethernet Intel I219 LM 10 100 1000 Ethernet with Intel I217 LM Gigabit Network Connection S3 S4 S5 wake on LAN Wi...

Page 17: ...TouchPad On off button Glass with chemical etched surface Taps enabled by default Gestures enabled by default 2 finger scrolling 2 finger zoom pinch Image sensor TouchPad Power requirements AC adapter 150 W HP Smart Adapter slim Battery 4 cell 64 WHr 4 21 AHr Li ion battery Power cord localized 3 wire plug 1 8 m with ground pin Security Support security lock Trusted platform module TPM 9760 1 2 2 ...

Page 18: ...ly 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 any Windows 7 Professional or Windows 10 Downgrade operating system not available in the People s Republic of China or Asia Certified Microsoft WHQL Supported Red Hat Enterprise Linux RHEL 6 x 64bit Red Hat Enterprise Linux RHEL 7 x 64bit ...

Page 19: ...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 free from obstructions For wireless regulatory no...

Page 20: ...des To access the user guides in Windows 7 select Start All Programs HP Help and Support HP Documentation Top TouchPad Component Description 1 TouchPad on off button Turns the TouchPad on and off 2 TouchPad zone Reads your finger gestures to move the pointer or activate items on the screen 6 Chapter 2 External component identification ...

Page 21: ... 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 22: ...ed 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 Options To learn ...

Page 23: ...atus lights Connects a network cable Green left The network is connected Amber right Activity is occurring on the network 3 USB 3 0 port Connects an optional USB device such as a keyboard mouse external drive printer scanner or USB hub 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 charg...

Page 24: ...ows 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 2 USB 3 0 port Connects an optional USB device such as a keyboard mouse external drive printer scanner or USB hub 3 HDMI port Connects an optional video or audio device such as a high definition television any compatible digital or audio component or a...

Page 25: ...nneeded 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 When AC power is disconnected Blinking amber The battery has reached a low battery level Wh...

Page 26: ... to cool internal components NOTE The computer fan starts up automatically to cool internal components and prevent overheating It is normal for the internal fan to cycle on and off during routine operation 12 Chapter 2 External component identification ...

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 14 Chapter 3 Illustrated parts catalog ...

Page 29: ...der board includes bracket 840952 001 6 Keyboard includes keyboard cable For use in Belgium 841681 A41 For use in Brazil 841681 201 For use in Bulgaria 841681 261 For use in Canada 841681 DB1 For use in the Czech Republic and Slovakia 841681 FL1 For use in Denmark 841681 081 For use in France 841681 051 For use in Germany 841681 041 For use in Greece 841681 151 For use in Hungary 841681 211 For us...

Page 30: ...ics memory 840930 xxx Intel Core i7 6700HQ processor and discrete graphics memory 840931 xxx Intel Core i7 6700HQ processor and UMA graphics memory 840929 xxx 10 Display cable eDP bracket included in Bracket Kit spare part number 840966 001 840966 001 Bracket Kit 11 I O support bracket included in Bracket Kit spare part number 840966 001 840966 001 Bracket Kit Fan heat sink assembly includes repla...

Page 31: ... module Intel Dual Band Wireless AC 8260 3rd Gen Intel 802 11ac Dual Band 2x2 Wi Fi Bluetooth 4 2 806721 001 Intel Dual Band Wireless AC 8260 3rd Gen Intel 802 11ac Dual Band 2x2 Wi Fi Bluetooth 4 2 non vPro 806722 001 18 Battery 4 cell 64 WHr 4 21 AHr Li ion battery 808450 001 19 Bottom cover 840954 001 20 Service door 840959 001 Computer major components 17 ...

Page 32: ...840941 001 15 6 in UHD UWVA B LED display panel 840943 001 3 Display hinges includes left and right hinges 840937 001 4 Display Cable Kit 840938 001 5 Webcam module includes double sided adhesive 840965 001 6 Antenna left and right 840940 001 7 Thermal board 840956 001 8 Display panel bracket only spared with UHD displays included in Bracket Kit spare part number 840966 001 840966 001 Bracket Kit ...

Page 33: ...Bracket Kit Item Component Spare part number Bracket Kit 840966 001 1 EDP bracket 2 Display panel bracket left 3 Display panel bracket right 4 2nd SSD bracket 5 I O support bracket Bracket Kit 19 ...

Page 34: ...Plastics Kit Item Component Spare part number Plastics Kit 840964 001 1 Fingerprint reader insert 2 Card reader insert 20 Chapter 3 Illustrated parts catalog ...

Page 35: ...a 490371 AD1 For use in Switzerland 490371 111 For use in Taiwan 490371 AB1 For use in Thailand 490371 201 For use in the United Kingdom and Singapore 490371 031 HP USB External DVD RW Drive 747080 001 HP Professional Slim Top Load Case 703888 001 HP Business Top Load Case 718550 001 Fingerprint reader insert for use in models without a fingerprint reader included in Plastic Kit spare part number ...

Page 36: ... 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 the plastic parts Apply pressure only at t...

Page 37: ... 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 fields such as monitors or speakers Avoid ...

Page 38: ...e 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: ...o 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 conduc...

Page 40: ...tor 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 resistance Static dissipa...

Page 41: ...ures 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 13 for details This chapter provides removal and replacement procedures for Customer Self Repair parts There are as many as 16 screws that must be ...

Page 42: ...he 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 Position the computer upside down 2 Loosen the four captive Torx screws 1 that secure the door to the computer 3 Lift the door off the computer 2 Reverse this procedure to install the service door 28 Chapter 5 Remo...

Page 43: ...gh 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 28 Remove the bottom cover 1 Loosen the seven captive Torx screws 1 that secure the bottom cover to the computer 2 Lift the bottom cover off the computer 2 Reverse this procedure to ins...

Page 44: ...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 45: ...ugging the power cord from the computer 3 Disconnect all external devices from the computer 4 Remove the service door see Service door on page 28 5 Remove the bottom cover see Bottom cover on page 29 6 Remove the battery see Battery on page 30 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 NOTE If the module springs up wh...

Page 46: ... page 28 5 Remove the bottom cover see Bottom cover on page 29 6 Remove the battery see Battery on page 30 Remove the hard drive 1 Loosen the six captive Phillips screws 1 that secure the hard drive to the computer 2 Lift the hard drive enough to access connector under the top left bracket and then disconnect the hard drive cable from the system board 2 3 Lift the hard drive out of the computer 3 ...

Page 47: ...5 Slide the drive out of the bracket 2 and then disconnect the connector from the hard drive 3 Reverse this procedure to install the solid state drive Component replacement procedures 33 ...

Page 48: ... 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 28 5 Remove the bottom cover see Bottom cover on page 29 6 Disconnect the b...

Page 49: ...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 35 ...

Page 50: ...ext 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 operating system 2 Disconnect the po...

Page 51: ...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 Component replacement procedures 37 ...

Page 52: ...ternal devices from the computer 4 Remove the service door see Service door on page 28 5 Remove the bottom cover see Bottom cover on page 29 6 Disconnect the battery see Battery on page 30 7 If installed remove the hard drive see Hard drive on page 32 Remove the RTC battery 1 Disconnect the RTC battery cable 1 from the system board 2 Detach the RTC battery 2 from the base enclosure The RTC battery...

Page 53: ...ore removing the thermal module follow these steps 1 Turn off the computer If you are unsure whether the computer is off or in Hibernation turn the computer on and then shut it down through the operating system 2 Disconnect the power from the computer by unplugging the power cord from the computer 3 Disconnect all external devices from the computer 4 Remove the service door see Service door on pag...

Page 54: ...assembly and the system board components each time the fan heat sink assembly is removed Replacement thermal material is included with the thermal module processor and system board spare part kits Discrete graphics models Various thermal pads are used on the system board components and the heat sink sections and that service them See the following image for thermal pad locations 40 Chapter 6 Remov...

Page 55: ...al pads are used on the system board components and the heat sink sections and that service them See the following image for thermal pad locations Reverse this procedure to install the thermal module Component replacement procedures 41 ...

Page 56: ...er 4 Remove the service door see Service door on page 28 5 Remove the bottom cover see Bottom cover on page 29 6 Remove the battery see Battery on page 30 Remove the fingerprint reader board 1 Disconnect the cable from the system board 1 2 Lift the tape from atop the fingerprint reader 2 3 Remove the Phillips PM2 0 3 0 screw that secures the bracket to the computer 3 4 Slide the bracket downward t...

Page 57: ...rd from the computer 3 Disconnect all external devices from the computer 4 Remove the service door see Service door on page 28 5 Remove the bottom cover see Bottom cover on page 29 6 Remove the battery see Battery on page 30 Remove the LED board 1 Remove the tape from atop the cable 1 2 Disconnect the cable from the system board 2 3 Remove the two Phillips PM2 0 2 0 broadhead screws 3 that secure ...

Page 58: ...he computer 3 Disconnect all external devices from the computer 4 Remove the service door see Service door on page 28 5 Remove the bottom cover see Bottom cover on page 29 6 Remove the battery see Battery on page 30 Remove the TouchPad 1 Disconnect the cable from the system board 1 2 Remove the six Phillips PM2 0 2 0 screws 2 that secure the TouchPad to the top cover 3 Lift the TouchPad out of the...

Page 59: ...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 28 5 Remove the bottom cover see Bottom cover on page 29 6 Disconnect the battery see Battery on page 30 Remove the display cable 1 Remove the two Phillips PM2 0 3 0 screws 1 that secure the display cable to the computer 2 Lift the eDP bracket from a...

Page 60: ...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 28 5 Remove the bottom cover see Bottom cover on page 29 6 Remove the battery see Battery on page 30 7 Remove the thermal module see Thermal module on page 39 8 Remove the display cable se...

Page 61: ...ws 1 3 Remove the two Phillips PM2 5 4 0 shoulder screws 2 4 Lift in the middle of the board until the connectors disengage from the left side of the computer 1 5 Disconnect the keyboard cable from the bottom of the system board 2 Component replacement procedures 47 ...

Page 62: ...N When you lift the system board from the computer be careful not to damage or break the narrow sections of the board Reverse this procedure to install the system board 48 Chapter 6 Removal and replacement procedures for authorized service provider parts ...

Page 63: ...l external devices from the computer 4 Remove the service door see Service door on page 28 5 Remove the bottom cover see Bottom cover on page 29 6 Remove the battery see Battery on page 30 7 Remove the thermal module see Thermal module on page 39 8 Remove the display cable see Display cable on page 45 9 Remove the solid state drive see Solid state drive M 2 on page 31 10 Remove the WLAN module see...

Page 64: ...page 28 5 Remove the bottom cover see Bottom cover on page 29 6 Remove the battery see Battery on page 30 7 Remove the thermal module see Thermal module on page 39 8 Remove the display cable see Display cable on page 45 9 Remove the solid state drive see Solid state drive M 2 on page 31 10 Remove the WLAN module see WLAN module on page 34 11 Remove the system board see System board on page 46 Remo...

Page 65: ...81 B71 Before removing the keyboard follow these steps 1 Turn off the computer If you are unsure whether the computer is off or in Hibernation turn the computer on and then shut it down through the operating system 2 Disconnect the power from the computer by unplugging the power cord from the computer 3 Disconnect all external devices from the computer 4 Remove the service door see Service door on...

Page 66: ...4 Remove the keyboard 2 Reverse this procedure to install the keyboard 52 Chapter 6 Removal and replacement procedures for authorized service provider parts ...

Page 67: ...uter 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 28 5 Remove the bottom cover see Bottom cover on page 29 6 Remove the battery see Battery on page 30 7 Remo...

Page 68: ...to replace the display bezel or any of the LED display assembly subcomponents a Use a plastic tool to disengage the bezel starting at the top 1 left and right sides 2 and bottom 3 54 Chapter 6 Removal and replacement procedures for authorized service provider parts ...

Page 69: ...owing spare part numbers 840935 001 Models with a webcam 840936 001 Models without a webcam 5 If it is necessary to replace the display panel a Remove the four Phillips PM2 0 2 0 screws that secure the display panel to the display enclosure Component replacement procedures 55 ...

Page 70: ...available using spare part numbers 840941 001 15 6 in FHD UWVA LED display panel and 840943 001 15 6 in UHD UWVA LED B display panel 6 If it is necessary to replace the webcam module or microphone module NOTE The webcam module and microphone module are similar in appearance and installed in the same location The removal procedures are the same for both modules CAUTION Handle the module with cautio...

Page 71: ...oard cable 1 from the board b Using a flat tool pry the board loose 2 and then remove the board 3 from the display enclosure The thermal board is attached to the display enclosure with double sided adhesive c Remove the thermal board The thermal board is available using spare part number 840956 001 8 If it is necessary to replace the display hinges a Remove the three Torx T8M2 5 4 0 screws 1 that ...

Page 72: ...splay panel brackets are available in the Bracket Kit using spare part number 840966 001 NOTE The display brackets can only be removed from UHD panels 10 If it is necessary to replace the wireless antennas a Remove the cables from the routing path on the bottom right corner of the display 1 b Remove the two Phillips PM2 0 2 0 screws 2 that secure the plastic holder to the bottom of the display 58 ...

Page 73: ...le a Remove the display cable and webcam cable from the routing path along the bottom and left side of the display enclosure 1 b Remove the display cable from the display enclosure 2 The antennas are available using spare part number 840938 001 Reverse this procedure to reassemble and install the display assembly Component replacement procedures 59 ...

Page 74: ...over Description Spare part number Top cover 840636 001 The top cover spare remains after removing all other spare parts 60 Chapter 6 Removal and replacement procedures for authorized service provider parts ...

Page 75: ...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 76: ...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 77: ... 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 78: ...al components 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 pag...

Page 79: ...n page 115 4 Slow performance on page 96c 5 Blue screen BSOD error on page 115b 6 Noisy hard drive on page 116 1 Fan error message 90B on page 117 2 Noise sound on page 118 3 Fan runs constantly on page 119 4 HP Thermal Monitor on page 70 5 Stuck power button on page 120 b c d similar symptoms 2 Examine the environment It is important to examine the computer s environment If you can quickly identi...

Page 80: ...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 81: ...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 82: ... 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 68 Chapter 7 Troubleshooting guide ...

Page 83: ... 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 84: ...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 85: ...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 86: ...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 87: ...placement 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 ...

Page 88: ...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 89: ...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 90: ...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 91: ...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 92: ... 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 93: ...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 94: ...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 65 Perform a hard reset 8 Hard rese...

Page 95: ... 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 96: ... 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 80 a Be sur...

Page 97: ...pect 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 71 Rear power light indicates that external power to the computer is good 7 If there is s...

Page 98: ...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 67 HP PC Hardware Diagnostics UEFI is a good tool to use to isolate and determine fa...

Page 99: ...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 100: ...deo 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 ...

Page 101: ...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 102: ...ror messages on page 71 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 75 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 componen...

Page 103: ...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 opera...

Page 104: ...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 105: ...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 115 Recommended resour...

Page 106: ...for specific Error Message See Common Blue Screen Error Messages on page 126 e Boot to safe mode 11 Test with minimum configuration on page 76 to troubleshoot issues 9 If you cannot start Windows a Boot to safe mode 11 Test with minimum configuration on page 76 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 107: ...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 108: ... configuration on page 76 8 Use Startup Repair Windows to fix Windows damaged files 9 Test with essential hardware configuration 11 Test with minimum configuration on page 76 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 ...

Page 109: ...t in Power Menu 4 Update BIOS and drivers on page 66 3 Verify power management settings 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 ...

Page 110: ...e 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 ...

Page 111: ...e 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 p...

Page 112: ...k 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 setti...

Page 113: ...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 67 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 114: ...ot 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 132 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 115: ...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 101 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 116: ...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 117: ...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 118: ... 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 119: ...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 120: ...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 121: ...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 122: ...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 123: ...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 124: ... 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 125: ...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 126: ...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 127: ...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 128: ...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 129: ...124 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 130: ... 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 131: ...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 67 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 132: ...er noise originates from fan If noise is absent with fan disconnected refer to Fan runs constantly on page 119 Noisy hard drive Determine whether the noise comes from the hard drive See Noisy hard drive on page 116 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 Tes...

Page 133: ...iagnostics and Tools on page 67 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 70 to run stress test processor and GPU and verify that thermal sensors are within limits afte...

Page 134: ...d Test fan using HP PC Hardware Diagnostics UEFI tool 6 HP Hardware Diagnostics and Tools on page 67 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 135: ...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 136: ...his error reoccurs refer to General troubleshooting steps on page 62 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 137: ...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 138: ...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 139: ...d Download the latest version of the BIOS and install it See 4 Update BIOS and drivers on page 66 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 140: ...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 141: ...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 142: ...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 128 Chapter 7 Troubleshooting guide ...

Page 143: ...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 129 ...

Page 144: ...6 Open the crash dump file 130 Chapter 7 Troubleshooting guide ...

Page 145: ...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 131 ...

Page 146: ... 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 147: ...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 148: ...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 149: ...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 150: ...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 151: ...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 136 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 152: ...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 153: ...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 154: ...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 155: ...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 156: ...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 141 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 157: ... 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 158: ...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 159: ...e 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 screen ...

Page 160: ...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 146 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 161: ...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 147 ...

Page 162: ...ptical 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 case of...

Page 163: ...ware 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 fa...

Page 164: ...ws 7 operating system media on page 151 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 Start...

Page 165: ...k 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 151 3 If the HP Recovery partition is listed restart the computer and then press esc while the Press the ESC key for Startup Menu messag...

Page 166: ...fore 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 Applications 152 C...

Page 167: ... backup of the 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 153 For information on the recovery options that are available using the recovery media see Using Windows tools on...

Page 168: ...o 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 also find contact in...

Page 169: ... remove the recovery 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 157 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 create...

Page 170: ... 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 computer boots or pres...

Page 171: ...art the tablet and then 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 y...

Page 172: ...6 kg 4 76 lb Input power Operating voltage and current 19 5 V dc 6 15 A 120 W Slim Smart AC Adapter select models only 19 5 V dc 7 69 A 150 W Slim Smart AC Adapter select models only 19 5 V dc 10 3A 200 W Slim Smart AC Adapter select models only 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 t...

Page 173: ...low steps a through l 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...

Page 174: ...rive 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 is displayed at the bo...

Page 175: ...then select Reset BIOS 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...

Page 176: ...sc 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 162 Chapter 14 Statement of memory volatility ...

Page 177: ...s not 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...

Page 178: ...ates 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 of the d...

Page 179: ...asic system 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 d...

Page 180: ...ear or delete all Secure Boot Keys a Turn on or restart the computer and then press esc while the Press the ESC key for Startup Menu message is displayed at the bottom of the screen b Select the Security menu 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 s...

Page 181: ...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 167 ...

Page 182: ...puter major components 14 specifications 158 Computer Setup navigating and selecting 136 141 restoring factory settings 137 142 connector power 10 connectors service considerations 23 D display assembly removal 53 spare part numbers 15 53 display bezel removal 54 spare part numbers 18 55 display brackets removal 58 display cable removal 45 spare part number 45 59 display cable bracket spare part n...

Page 183: ...y 11 caps lock 7 drive 11 microphone mute 7 num lock 7 power 7 11 RJ 45 network 9 TouchPad 7 webcam 5 wireless 7 11 M mass storage device precautions 23 memory nonvolatile 159 volatile 159 memory card reader identifying 9 memory module product description 1 removal 36 spare part numbers 16 36 microphone product description 2 microphone module removal 56 spare part number 57 microphone mute light i...

Page 184: ...ng 136 141 restoring factory settings 137 142 slots security cable 9 solid state drive precautions 23 product description 2 removal 31 spare part numbers 16 31 Speaker Kit spare part number 16 speakers removal 50 spare part number 16 50 speakers identifying 9 specifications computer 158 Startup Repair using 150 supported discs recovery 154 Sure Start using 140 145 system board removal 46 spare par...

Page 185: ...rtification label 13 wireless light 7 11 wireless product description 2 WLAN antennas identifying 5 WLAN device 13 WLAN label 13 WLAN module removal 34 spare part numbers 17 34 workstation guidelines 25 Index 171 ...

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