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HP ZBook Studio G4, Maintenance And Service Manual

The HP ZBook Studio G4 Maintenance and Service Manual is a comprehensive guide for troubleshooting and maintaining your powerful workstation. This essential manual can be easily downloaded for free from our website, ensuring you have all the information you need to keep your device running smoothly.

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Resources

HP Resource Tool

Description

Link

HP Elite Support

Provides live HP Premium support (available 24/7) to 
Elite computers.

http://www8.hp.com/us/en/ads/elite-
products/overview.html

HP Support Center

Provides important support, such as warranty, 
support cases, drivers, Customer Advisories, 
Customer and Security Bulletins, and Product Change 
Notices.

http://h20565.www2.hp.com/portal/site/
hpsc

HP Troubleshooting Support page Provides troubleshooting information for your 

specific HP computer.

http://www8.hp.com/us/en/
troubleshooting.html

Troubleshooting Problems with 
Docking Stations

Provides troubleshooting information for HP docking 
stations.

http://support.hp.com/us-en/document/
c03247469

Subscribers Choice

Allows you to sign up for HP product updates.

http://www8.hp.com/us/en/subscribe/

HP Support Forums

Provide discussions about HP products and issues.

http://h30434.www3.hp.com/psg/

Service Access Workbench (SAW) 
(Available for technicians and 
Business Partners only)

Provides navigable content intended for use by 
internal and outsourced call center staff and can be a 
resource for support and product division 
professionals.

http://sawpro.atlanta.hp.com/km/saw/
home.do

Vendors’ web sites

Provide additional information for associated 
components such as Intel (processor, WLAN), 
Microsoft (Windows 7/8/10), AMD/NVidia (GPU), and 
so on.

http://www.intel.com/
content/www/us/en/homepage.html

http://www.microsoft.com

http://www.amd.com

http://www.nvidia.com

General troubleshooting steps

A basic logic should be used when troubleshooting computer issues. This section will help you become 
familiar with troubleshooting methodology and efficiently resolve problems. Proceed through the steps in the 
following table until the issue is resolved, and then move on to the next step that is relevant to the issue. For 
example, if you resolve a memory issue using the HP PC Diagnostics (UEFI) tool in step 6, you can then move 
on to step 10 to reseat the memory into its memory slot.

NOTE:

General troubleshooting steps do not have to be followed in a specific order.

Table 6-1

  Troubleshooting methodology and general troubleshooting steps

Identify issue

Analyze issue

Resolve issue

Verify solution

1. Understand the issue 
on page 65

2. Examine the environment 
on page 67

3. Perform a visual inspection 
of hardware on page 68

4. Update BIOS and drivers 
on page 68

5. Remove or uninstall recently 
added hardware, software 
on page 68

6. HP Hardware Diagnostics and 
Tools on page 69

7. Status lights, blinking light 
codes, troubleshooting lights, 
and POST error messages 
on page 73

8. Hard reset on page 78

9. Soft reset (Default Settings) 
on page 80

10. Reseat cables and connections 
on page 80

11. Test with minimum configuration

 

on page 80

Verify solution 
on page 83

64

Chapter 6   Troubleshooting guide

Summary of Contents for ZBook Studio G4

Page 1: ...HP ZBook Studio G4 Mobile Workstation Maintenance and Service Guide IMPORTANT This document is intended for HP authorized service providers only ...

Page 2: ...er 915648 001 Product notice This 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 or versions of Windows Systems may require upgraded and or separately purchased hardware drivers software or BIOS update to take full advantage of Windows functionality Windows 10 is automatically updated which ...

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: ...assembly subcomponents 20 Bracket Kit 21 Plastics Kit 22 Miscellaneous parts 22 4 Removal and replacement procedures preliminary requirements 24 Tools required 24 Service considerations 24 Plastic parts 24 Cables and connectors 25 Drive handling 25 Grounding guidelines 25 Electrostatic discharge damage 25 Packaging and transporting guidelines 27 Workstation guidelines 27 5 Removal and replacement ...

Page 8: ... up sequence 65 Failure classification 65 2 Examine the environment 67 3 Perform a visual inspection of hardware 68 4 Update BIOS and drivers 68 Manually updating BIOS and drivers 68 Remotely deploying BIOS and drivers 68 Analyze the issue 68 5 Remove or uninstall recently added hardware software 68 6 HP Hardware Diagnostics and Tools 69 HP PC Hardware Diagnostics UEFI 69 HP Support Assistant HPSA...

Page 9: ...em board 82 Verify solution 83 Helpful Hints 83 At startup 83 During operation 83 Consulting with HP Service 84 Common issues and possible solutions 85 Power on issues 85 No Power 85 Intermittent power on shutdown reboot 87 AC adapter issue 88 Battery not recognized not charging 88 Battery discharges too fast 90 Burnt smell 91 POST 91 No video with power 91 Blinking lights 92 Diagnostics error mes...

Page 10: ...Keyboard point stick 110 Keyboard backlight 110 TouchPad 111 Network Connectivity Ethernet RJ 45 jack 111 Network connectivity wireless WLAN 112 WWAN 113 USB 114 Smart card reader 115 Speaker headphone audio issues 116 Thunderbolt TB 117 Thunderbolt 3 dock 118 Storage 119 Hard drive solid state drive not recognized 120 No boot to operating system no read write error 120 Read write error 121 Slow p...

Page 11: ...lic names 132 Microsoft general troubleshooting of Windows bug check codes 133 Use Windows Debugging Tool 133 Windows Software Development Kit SDK 134 Display Issue Pixel Anomalies 138 Cable management 139 Connector types 140 7 Computer Setup BIOS TPM and HP Sure Start 142 Using Computer Setup 142 Starting Computer Setup 142 Using a USB keyboard or USB mouse to start Computer Setup BIOS 142 Naviga...

Page 12: ...ry media to recover 151 Changing the computer boot order 152 Removing the HP Recovery partition select products only 153 10 Specifications 154 Computer specifications 154 M 2 PCIe solid state drive specifications 155 M 2 solid state drive specifications 156 11 Statement of memory volatility 157 Nonvolatile memory usage 159 Questions and answers 161 Using HP Sure Start select models only 162 12 Pow...

Page 13: ... MB L3 cache 45 W Chipset Mobile Intel CM238 chipset Graphics Intel UMA Graphics with shared video memory GT2 Integrated Graphics Discrete graphics NVIDIA Quadro M1200M N17P Q1 with 4 GB GDDR5 graphics subsystem memory 256 MB 32 1 35 V 6Gbps Qty 4 Support No Discrete Graphics option Support for hybrid switchable graphics Support NVIDIA Optimus Technology Support for open GL Support for DisplayPort...

Page 14: ...2 GB NVMe MLC Z Turbo Drive 512 GB NVMe Opal 2 TLC Z Turbo Drive 256 GB NVMe MLC Z Turbo Drive 256 GB NVMe TLC Z Turbo Drive Secondary M 2 storage M 2 NGFF SS DS Solid State Drive 2280 only available if primary M 2 drive is selected SATA 512 GB SATA 3 SS TLC FIPS 140 2 256 GB SATA 3 Self Encrypting Drive Opal 2 TLC 128 GB SATA 3 PCIe not available if primary M 2 SATA drive is selected 1 TB NVMe ML...

Page 15: ... combo card External media cards Integrated SD UHS II flash media slot Supports next generation SD SDHC SDXC Ports Multi Pin AC Port Combination mic in stereo headphone jack RJ 45 Ethernet USB Type C Thunderbolt USB 3 0 2 USB 3 0 charging HDMI 1 4 Docking Docking support for HP Thunderbolt Docking Station Keyboard pointing devices Keyboard Backlit DuraKeys TouchPad On off button Glass with chemica...

Page 16: ... Preinstalled Windows 10 Home 64 High end Windows 10 Home 64 High end Single Language Windows 10 Home 64 Chinese Market CPPP Windows 10 Professional 64 FreeDOS 2 0 Restore media Windows 10 DRUSB Windows 10 DRDVD Win 10 Pro 64 OSUSB Win 10 Pro 64 OSDVD Certified Microsoft WHQL Red Hat Enterprise Linux 6 RHEL Red Hat Enterprise Linux 7 RHEL Web only support Windows 10 Enterprise 64 LTSB 1507 Windows...

Page 17: ...port Assistant app or Click the question mark icon in the taskbar 2 Select My PC select the Specifications tab and then select User Guides NOTE When a device is connected to the jack the computer speakers are disabled 2 USB 3 x SuperSpeed port Connects a USB device such as a cell phone camera activity tracker or smartwatch and provides high speed data transfer 3 HDMI port Connects an optional vide...

Page 18: ...work jack status lights Connects a network cable Green right The network is connected Blinking amber left Activity is occurring on the network 3 USB 3 x SuperSpeed port Connects a USB device such as a cell phone camera activity tracker or smartwatch and provides high speed data transfer 4 USB 3 x charging port When the computer is on connects and charges a USB device such as a cell phone camera ac...

Page 19: ...eaming video To use the camera Type camera in the taskbar search box and then select Camera 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 notices see the section of the Regulatory Safety and Environmental Notices that applies to your country or region To access thi...

Page 20: ...ription 1 TouchPad on off button and light Turns the TouchPad on and off Amber The TouchPad is off Off The TouchPad is on 2 TouchPad zone Reads your finger gestures to move the pointer or activate items on the screen 8 Chapter 2 Components ...

Page 21: ...ower 2 Caps lock light On Caps lock is on which switches the key input to all capital letters 3 Microphone mute light Amber Microphone is off Off Microphone is on 4 Num lk light On Num lock is on 5 Wireless light White An integrated wireless device such as a wireless local area network WLAN device and or a Bluetooth device is on Amber All wireless devices are off 6 Mute light Amber Computer sound ...

Page 22: ... 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 see your power options Type power options in the taskbar search box and then select Power Options or Right click the Power meter icon and then select Power Options 2 Wireless button Turns the wireless feature on or off but does not establish a...

Page 23: ...e Action keys on page 12 5 Embedded numeric keypad A numeric keypad superimposed over the keyboard alphabet keys When fn num lk is pressed the keypad can be used like an external numeric keypad Each key on the keypad performs the function indicated by the icon in the upper right corner of the key NOTE If the keypad function is active when the computer is turned off that function is reinstated when...

Page 24: ... a monitor is connected to the computer repeatedly pressing the hot key alternates the screen image from computer display to monitor display to simultaneous display on both the computer and monitor Decreases the screen brightness incrementally as long as you hold down the key Increases the screen brightness incrementally as long as you hold down the key Decreases speaker volume incrementally while...

Page 25: ...ts 2 Enable airflow to cool internal components NOTE The computer fan starts up automatically to cool internal components and prevent overheating It is normal for the internal fan to cycle on and off during routine operation Bottom 13 ...

Page 26: ...ing 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 level the battery li...

Page 27: ...ly be asked for the serial number and possibly for 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 Model name select products only 2 Product number 3 Serial number 4 Warranty period Regulatory labe...

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

Page 29: ...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 use in Iceland 841681 DD1 For use in India 841681 D61 For use in Israel 841681 BB1 For use in Italy 841681 061 For use in Japan 841681 291 For use in Latin Ameri...

Page 30: ...discrete graphics memory 921019 xxx Intel Core i7 7820HQ processor and discrete graphics memory 921018 xxx Intel Core i7 7820HQ processor and UMA graphics memory 921024 xxx Intel Core i7 7700HQ processor and discrete graphics memory 921017 xxx Intel Core i7 7700HQ processor and UMA graphics memory 921023 xxx Intel Core i5 7440HQ processor and discrete graphics memory 921016 xxx Intel Core i5 7440H...

Page 31: ...6 852 8 GB 865398 852 4 GB 865397 852 For use with Xeon processors 16 GB ECC 835886 001 8 GB ECC 835887 001 14 WLAN module Intel Dual band wireless AC 8265 802 11AC 2x2 WiFi BT 4 2 Combo Adaptor non vPro 910264 852 Intel Dual band wireless AC 8265 802 11AC 2x2 WiFi BT 4 2 Combo Adaptor vPro 918855 852 15 Battery Li ion 4 cell 64 WHr 4 21 AHr 808450 002 8 cell 92 WHr 2 987 AHr 907584 852 16 Bottom ...

Page 32: ...quipped with a camera 922944 001 2 Display panel Includes display cable FHD 936514 001 UHD 936515 001 Does not include display cable FHD 819355 006 UHD 819356 006 3 Display hinges includes left and right hinges 840937 001 4 Display Cable Kit 840938 001 5 Camera module includes double sided adhesive 840965 001 6 Antenna left and right 840940 001 20 Chapter 3 Illustrated parts catalog ...

Page 33: ...splays included in Bracket Kit spare part number 840966 001 840966 001 Bracket Kit 9 Display enclosure 922941 001 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 21 ...

Page 34: ... mm 835888 001 150 W HP Smart adapter PFC 4 5 mm 776620 001 65 W HP Smart adapter nPFC 4 5 mm 710412 001 Power cord 3 pin black 1 0 m For use in Argentina 401300 010 For use in Australia 213356 011 For use in Brazil 438722 007 For use in Denmark 213353 011 For use in Europe 213350 012 For use in India 404827 006 For use in Israel 398063 006 For use in Italy 213352 011 22 Chapter 3 Illustrated part...

Page 35: ...Business Top Load Case 718550 001 Fingerprint reader insert for use in models without a fingerprint reader included in Plastic Kit spare part number 840964 001 840964 001 Plastic Kit Card reader insert included in Plastic Kit spare part number 840964 001 840964 001 Plastic Kit HP Ultraslim Keyed Cable Lock 703372 001 HP Elite USB C Docking Station 844549 001 Adapters HP USB C to DisplayPort adapte...

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: ...te of each screw size and location during removal and replacement Bottom cover Description Spare part number Bottom cover 922942 001 Before removing the bottom cover 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 ...

Page 42: ...n the 7 captive Torx screws 1 that secure the bottom cover to the computer 4 Lift the bottom cover off the computer 2 Reverse this procedure to install the bottom cover 30 Chapter 5 Removal and replacement procedures for authorized service provider parts ...

Page 43: ... 840966 001 840966 001 Bracket Kit The system board includes two M 2 solid state drive connectors Only use the connector shown by callout 1 in the following image Do not use the connector shown by callout 2 Before removing the solid state drive follow these steps 1 Turn off the computer If you are unsure whether the computer is off or in Hibernation turn the computer on and then shut it down throu...

Page 44: ... springs up when the screw is removed be sure to remove the module at the angle dictated by the spring mechanism When installing the module be sure to insert the module at the angle that it sits after the screw is removed and the module springs up 2 Remove the solid state drive 2 by pulling the drive away from the slot at an angle Reverse this procedure to install the solid state drive 32 Chapter ...

Page 45: ...off the computer If you are unsure whether the computer is off or in Hibernation turn the computer on and then shut it down through the operating system 2 Disconnect the power from the computer by unplugging the power cord from the computer 3 Disconnect all external devices from the computer 4 Remove the bottom cover see Bottom cover on page 29 5 Disconnect the battery cable from the system board ...

Page 46: ...na 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 34 Chapter 5 Removal and replacement procedures for authorized service provider parts ...

Page 47: ...e operating system and then click Next 6 Under Step 2 Select a Download click the BIOS link 7 Click the link for the most recent BIOS 8 Click the Download button and then follow the on screen instructions Before removing a memory module follow these steps 1 Turn off the computer If you are unsure whether the computer is off or in Hibernation turn the computer on and then shut it down through the o...

Page 48: ... the memory module 2 by pulling the module away from the slot at an angle Reverse this procedure to install a memory module 36 Chapter 5 Removal and replacement procedures for authorized service provider parts ...

Page 49: ...by unplugging the power cord from the computer 3 Disconnect all external devices from the computer 4 Remove the bottom cover see Bottom cover on page 29 5 Disconnect the battery cable from the system board see Battery on page 41 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 is attached to the bas...

Page 50: ...lugging the power cord from the computer 3 Disconnect all external devices from the computer 4 Remove the bottom cover see Bottom cover on page 29 5 Disconnect the battery cable from the system board see Battery on page 41 Remove the thermal module 1 Loosen the six captive screws discrete models or four captive screws UMA models in the middle of the heat sink between the fans in the order indicate...

Page 51: ...raphics models UMA graphics models NOTE The thermal material must be thoroughly cleaned from the surfaces of the fan heat sink 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 Component replacement procedures 39 ...

Page 52: ...g image for thermal pad locations UMA 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 Reverse this procedure to install the thermal module 40 Chapter 5 Removal and replacement procedures for authorized service provider parts ...

Page 53: ... cover on page 29 Remove 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 do...

Page 54: ...he computer 3 Disconnect all external devices from the computer 4 Remove the bottom cover see Bottom cover on page 29 5 Remove the battery see Battery on page 41 Remove the fingerprint reader board 1 Disconnect the cable from the system board 1 2 Slide the bracket downward to disengage it from the computer 2 3 Lift the bracket off the fingerprint reader 3 4 Lift the tape from atop the fingerprint ...

Page 55: ...er from the computer by unplugging the power cord from the computer 3 Disconnect all external devices from the computer 4 Remove the bottom cover see Bottom cover on page 29 5 Remove the battery see Battery on page 41 Remove the LED board 1 Disconnect the cable from the system board 1 2 Remove the two Phillips PM2 0 2 0 broadhead screws 2 that secure the LED board to the computer 3 Remove the LED ...

Page 56: ...gging the power cord from the computer 3 Disconnect all external devices from the computer 4 Remove the bottom cover see Bottom cover on page 29 5 Remove the battery see Battery on page 41 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 computer 3 Reverse this pr...

Page 57: ...the computer by unplugging the power cord from the computer 3 Disconnect all external devices from the computer 4 Remove the bottom cover see Bottom cover on page 29 5 Disconnect the battery cable from the system board see Battery on page 41 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 atop the conne...

Page 58: ...y 921015 xxx Intel Core i5 7300HQ processor and UMA graphics memory 921021 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 operating system 2 Disconnect the power from the computer by unplugging the power cord from the computer 3 Disconnect all exte...

Page 59: ... 5 RTC battery cable 6 Left speaker cable 2 Remove the seven Phillips PM2 5 4 0 screws 1 3 Remove the two Phillips PM2 5 4 0 shoulder screws 2 4 Loosen the four captive Phillips screws 3 from the fans Component replacement procedures 47 ...

Page 60: ...ottom of the system board 7 Remove the system board from the computer 4 Reverse this procedure to install the system board When reconnecting the keyboard cable to the bottom of the system board place the system board upside down on the touchpad and then connect the keyboard cable to it 48 Chapter 5 Removal and replacement procedures for authorized service provider parts ...

Page 61: ...the computer 3 Disconnect all external devices from the computer 4 Remove the bottom cover see Bottom cover on page 29 5 Remove the battery see Battery on page 41 6 Remove the thermal module see Thermal module on page 38 7 Remove the display cable see Display cable on page 45 8 Remove the solid state drive see Solid state drive M 2 on page 31 9 Remove the WLAN module see WLAN module on page 33 10 ...

Page 62: ...e 29 5 Remove the battery see Battery on page 41 6 Remove the thermal module see Thermal module on page 38 7 Remove the display cable see Display cable on page 45 8 Remove the solid state drive see Solid state drive M 2 on page 31 9 Remove the WLAN module see WLAN module on page 33 10 Remove the system board see System board on page 46 Remove the speakers 1 Remove the four Phillips PM2 0 3 0 broad...

Page 63: ...ngary 841681 211 For use in Sweden and Finland 841681 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 com...

Page 64: ...4 Remove the keyboard 2 Reverse this procedure to install the keyboard 52 Chapter 5 Removal and replacement procedures for authorized service provider parts ...

Page 65: ...computer If you are unsure whether the computer is off or in Hibernation turn the computer on and then shut it down through the operating system 2 Disconnect the power from the computer by unplugging the power cord from the computer 3 Disconnect all external devices from the computer 4 Remove the bottom cover see Bottom cover on page 29 5 Remove the battery see Battery on page 41 6 Remove the ther...

Page 66: ...4 Separate the display from the computer 3 5 If it is necessary 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 5 Removal and replacement procedures for authorized service provider parts ...

Page 67: ...owing spare part numbers 922943 001 Models with a camera 922944 001 Models without a camera 6 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 68: ...ers FHD panel with a display cable 936514 001 UHD panel with a display cable 936515 001 FHD panel without a display cable 819355 006 UHD panel without a display cable 819356 006 7 If it is necessary to replace the camera module or microphone module NOTE The camera module and microphone module are similar in appearance and installed in the same location The removal procedures are the same for both ...

Page 69: ...e module c Remove the module The camera module is available using spare part number 840965 001 The microphone module is available using spare part number 840955 001 8 If it is necessary to replace the thermal board a Disconnect the thermal board cable 1 from the board Component replacement procedures 57 ...

Page 70: ...emove the thermal board The thermal board is available using spare part number 840956 001 9 If it is necessary to replace the display hinges a Remove the three Torx T8M2 5 4 0 screws 1 that secure each display hinge to the display panel b Rotate each hinge 2 to disengage the hinge from the tabs 3 58 Chapter 5 Removal and replacement procedures for authorized service provider parts ...

Page 71: ...es 10 UHD models only If it is necessary to replace the display brackets Lift the bottom bracket 1 and top bracket 2 out of the display enclosure Display 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 Component replacement procedures 59 ...

Page 72: ...plastic holder to the bottom of the display c Peel the antennas off the display 3 The antennas are available using spare part number 840940 001 12 If it is necessary to replace the display cable a Remove the display cable and camera cable from the routing path along the bottom and left side of the display enclosure 1 60 Chapter 5 Removal and replacement procedures for authorized service provider p...

Page 73: ...e 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 61 ...

Page 74: ...over Description Spare part number Top cover 840636 001 The top cover spare remains after removing all other spare parts 62 Chapter 5 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: ...rosoft Windows 7 8 10 AMD NVidia GPU and so on http www intel com content www us en homepage html http www microsoft com http www amd com http www nvidia com General troubleshooting steps A basic logic should be used when troubleshooting computer issues This section will help you become familiar with troubleshooting methodology and efficiently resolve problems Proceed through the steps in the foll...

Page 77: ...onfirm that power lights are on fan is spinning Next step If the computer experiences a power on issue see Verify Power Good Troubleshooting lights in No Power on page 85 Common issues all lights are off troubleshooting lights are on does not boot video is absent POST UEFI BIOS Power On Self Test POST verifies that hardware components processor hard drive memory etc are functional When POST is com...

Page 78: ...e issue and indicate the next steps For example when the computer is running the operating system it may experience an issue with 4 Display 5 I O devices keyboard wireless and so on 6 Storage or 7 Mechanical 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 B...

Page 79: ...ead write error on page 121 4 Slow performance on page 101c 5 Blue screen BSOD error on page 121b 6 Noisy hard drive on page 122 1 Fan error message 90B on page 123 2 Noise sound on page 124 3 Fan runs constantly on page 125 4 HP Thermal Monitor on page 72 5 Stuck power button on page 127 b c d similar symptoms 2 Examine the environment It is important to examine the computer s environment If you ...

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: ...a wide range of HP Desktop and Notebook computers The tool runs outside the operating system so that it can isolate hardware failures from issues that are caused by the operating system or other software components 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 Th...

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 70 Chapter 6 Troubleshooting guide ...

Page 83: ...ws 10 HP is continually improving this tool Please verify the latest version is installed to receive the most benefit For more information see http www hp com go hpsupportassistant 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 Se...

Page 84: ...rt The report may assist you with diagnostics and solutions 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 proces...

Page 85: ...the loss of 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 Battery light White The computer is connected to external power and the battery is charged from 90 to 99 percent Amber The computer ...

Page 86: ...beeps blinks Error category 1 Not used 2 BIOS 3 Hardware 4 Thermal 5 System board Patterns of blink beep codes are determined by using the following parameters 1 second pause occurs after the last major blink 2 second pause occurs after the last minor blink Beep error code sequences occur for the first 5 iterations of the pattern and then stop Blink error code sequences continue until the computer...

Page 87: ...has an MXM module try a different MXM module Otherwise the board most likely needs to be replaced 3 4 The system board displays a power failure crowbar CAP NUM Blink 5 Check power cable connections or verify that any external power adapter has sufficient capacity for system System board 5 2 The embedded controller cannot find valid firmware CAP NUM Blink 7 2 BB failure Battery LED Blinking 1 Hz 3 ...

Page 88: ...ort 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 message indicates that the primary battery has very low capacity See Checking the Status of the Battery http h20566 www2 hp com hpsc doc public display docLocale en_US docId emr_na c0082...

Page 89: ...ld return to normal operation once the situation is resolved Fan Speed Failure The system has detected that a cooling fan may not be working properly 90F Try the following Press Enter to clear the message and boot to the Windows desktop Shut down Windows Clean the exterior of the vents to remove dust build up while the computer is Off Check for a BIOS update Power Good Troubleshooting lights HP ha...

Page 90: ... rail is bad then 2 power good is low 0V and troubleshooting lights will turn on After you press the system power button troubleshooting lights will turn on for 5 seconds and turn off The system external lights will not light up Follow general troubleshooting steps i e remove recently added hardware test with minimum configuration etc prior to replacing the system board Resolve the issue 8 Hard re...

Page 91: ...he computer 2 Remove the computer from any port replicator or docking station 3 Disconnect all external connected peripheral devices such as USB storage devices external displays and printers 4 Unplug the AC adapter from the computer 5 Press and hold the power button for at least 15 seconds to drain residual power 6 Plug the AC adapter back into the computer but do not connect any of the periphera...

Page 92: ...f Repair parts chapter for details Examples of reseating hardware include Reseating the battery into the battery bay can resolve no battery found and no charging issues Reseating memory modules can resolve memory error no boot and blue screen issues Reseating the hard drive can resolve a POST error 3F0 no boot device issue see POST Error Messages and User Actions on page 130 Reseating the keyboard...

Page 93: ...d Platform may have both Intel integrated graphics and discrete graphics Therefore discrete graphics card may not be needed External VGA monitor External USB keyboard External mouse NOTE After the service door is removed disconnect all connections internal keyboard display discrete GPU hard drive solid state drive daughterboards etc to achieve the essential hardware configuration above DO NOT disa...

Page 94: ...80 can resolve many system board issues without requiring the effort of replacing unnecessary hardware Review Table 6 1 Troubleshooting methodology and general troubleshooting steps on page 64 for appropriate troubleshooting steps IMPORTANT System board failure is not common Do not replace the system board until you have tried all other troubleshooting options NOTE Determine whether a previous ser...

Page 95: ...ting steps on page 64 follow the helpful hints below before running diagnostics and troubleshooting At startup TIP If you have installed an operating system other than the factory installed operating system go to http http www hp com go quickspecs and verify that it is supported on your system 1 Be sure that the computer is plugged into a working AC outlet 2 Be sure that power is connected to the ...

Page 96: ...lem with the network plug or cable 7 If hardware has recently been installed remove it and determine whether the computer functions properly 8 If software has recently been installed uninstall it and determine whether the computer functions properly 9 If the screen is blank confirm the display choice by pressing Windows logo P and set to screen only Or plug an external monitor into a different vid...

Page 97: ...Perform a hard reset 8 Hard reset on page 78 Verify AC adapter It is preferable to verify the battery before verifying the AC adapter However you can verify the AC adapter first before opening the service door for a battery check Verify AC adapter is compatible with product Verify that the part number is for this computer if possible Verify AC adapter and power cord are good no physical damage ben...

Page 98: ...ians can short power on pads pins to power up the computer Contact HP Engineering for this information Verify blinking lights 7 Status lights blinking light codes troubleshooting lights and POST error messages on page 73 At this point there should be sufficient power from the AC adapter to the system board Expect to hear the fan spinning and see blinking lights or error messages i e faulty memory ...

Page 99: ...s 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 85 a Be sure that AC adapter has correct DC voltage b Verify battery test with a confirmed working battery c Verify that power button is not stuck d Verify that power connector is not loose e Verify tha...

Page 100: ...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 73 Rear power light indicates that external power to the computer is good 7 If there is still no rear power l...

Page 101: ...rm whether 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 69 HP PC Hardware Diagnostics UEFI is a good tool to use to isolate and det...

Page 102: ...nning 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 warra...

Page 103: ... with power Symptoms No video black blank image but have power Light activity No error messages Fan noise Hard drive light blinking and hard drive noise Possible causes Failed display Failed critical components memory hard drive system board Loose connection Recently added hardware NOTE Assume the computer has not previously been set up for multiple displays Troubleshooting steps Quick check 1 Ver...

Page 104: ...rsists 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 ...

Page 105: ... messages on page 73 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 80 3 Restore hardware to its original condition i e bootable solid state drive instead of hard drive 4 Reseat suspected components and verify connection 5 Test suspected components ...

Page 106: ...t hp com enter your computer model and then go 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 a...

Page 107: ...ify functionality of AC adapter alone If no functionality test with a verified working adapter 2 Verify battery alone Verify that battery is not depleted Test battery using HP PC Hardware Diagnostics UEFI tool 3 Verify connection of power button power cable OS custom settings 1 Advise users to reset power options and close all applications that are not in use including applications in the backgrou...

Page 108: ...displays blue screen and then crashes restarts or stops responding Possible causes Recent changes conflict of instructions from multiple programs or just added hardware Incompatible hardware and driver Poor connection hard drive memory Hardware malfunctioning due to overheating GPU processor Defective hardware memory hard drive Important Notes Resources Troubleshooting steps There are many differe...

Page 109: ...ers 4 Update BIOS and drivers on page 68 to support updates for incompatibilities b Get all the latest updates using Windows Update c Undo recent changes Startup using Last Known Good Configuration Use System Restore Roll back device driver in Device Manager d Check for specific Error Message See Common Blue Screen Error Messages on page 132 e Boot to safe mode 11 Test with minimum configuration o...

Page 110: ...covery to open the Windows Advanced Boot Option screen 2 Select Startup Settings 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 driv...

Page 111: ...8 Use Startup Repair Windows to fix Windows damaged files 9 Test with essential hardware configuration 11 Test with minimum configuration on page 80 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 at http support hp com us en document c03671001 Electromagn...

Page 112: ... 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 not docked you may think it is in a power saving state but the screen ...

Page 113: ...ssor heat sink is installed properly Hard drive is full 1 Transfer data from the hard drive to create more space on the hard drive Microsoft recommends at least 200 MB to sync system files 2 Perform disk defragmentation to consolidate fragmented data on the hard drive so it will work more efficiently Also see Slow performance on page 121 Tips and tricks See Improving System Performance at http h20...

Page 114: ...ote HP Smart AC adapter warning message informs you that as power demands increase the notebook may not perform at full capacity which may result in longer battery charging time In cases of extreme power demands the system may also throttle back the processor or with systems that have a discrete video sub system a video balance mode may occur to further balance the power needs of the system System...

Page 115: ...eo Incorrect missing color distorted image Flickering image Vertical lines due to LDVS decreased signal integrity and data loss Dead pixel due to display liquid internal transistor etc Horizontal lines due to video memory Distorted when hot due to thermal issue Cracked screen image physical damage Light leakage bleeding Contact support for assistance Humming noise due to frequency settings Contact...

Page 116: ...system i e shipping image HP PC Hardware Diagnostics UEFI for video test Use this tool to quickly determine if the display issue is related to a real hardware issue To start HP PC Hardware Diagnostics UEFI 6 HP Hardware Diagnostics and Tools on page 69 when the computer is at boot press the F2 key select Component Tests and then select Video There are three options Video Memory Check to test video...

Page 117: ...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 138 for the HP dead pixel policy No video internal Symptoms No internal video with certain programs i e video intensive games Possible causes Display resolution brightness fa...

Page 118: ...o by closing the notebook lid or pressing Fn F4 to switch screen output DisplayPort VGA See No video external on page 106 HDMI Symptoms Display issue Sound issue Possible causes Cable connection settings Troubleshooting steps Quick Check 1 Verify HDMI device input source is set correctly i e HDMI1 2 Be sure you are using the correct HDMI cable 3 Check connection and reconnect the HDMI cable 4 Veri...

Page 119: ...ors of the notebook and the dock are clean without dust debris e g using air duster 8 Ideally use a verified working operating system system connected to the dock to isolate the issue of the current operating system 9 Ideally use a verified working docking station to isolate the faulty dock 10 Update latest dock firmware Be sure to follow the installation instructions carefully You may want to try...

Page 120: ... in Control Panel Tablet PC Settings 1 Restart the computer 2 Verify touch screen and 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 te...

Page 121: ...s recognized in Windows Device Manager and verify whether the keyboard driver is installed properly 4 Test with a working external keyboard i e USB keyboard Also test in Windows for special keys Caps Lock Shift Ctrl Fn Windows Alt if necessary 5 Test with HP PC Hardware Diagnostics UEFI to isolate a hardware issue from a software issue 6 Verify that BIOS is up to date If so resetting BIOS to defau...

Page 122: ...ectors on system board and back of keyboard and that connector tabs are properly closed 3 Reseat point stick cables Keyboard backlight Symptom Backlight function not working properly Possible causes Backlight disabled loose connection Troubleshooting steps NOTE Not all notebook computers have backlit keyboards A keyboard function key lets you turn the light on and off Verify if backlit feature is ...

Page 123: ...s Unable to find networks yellow bang Connection dropouts Slow performance Possible causes Network source cable connection RJ 45 port driver settings Troubleshooting steps Quick Check verify the network status lights that supposed to flash when there is network activity HP Support Assistant tool No network detected in HPSA 1 Turn off the computer s wireless feature press wireless button 2 Verify t...

Page 124: ...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 wireless light is on I...

Page 125: ...tion are not loose 3 Verify antenna cables are properly connected to the MAIN and AUX terminals see WLAN module removal and replacement section WWAN Symptom Unable to find networks service Possible causes Network source cable connection driver settings Troubleshooting steps 1 Update to the latest driver and utility 2 Check with network service provider for signal coverage 3 Make sure signal streng...

Page 126: ... Device Manager Universal Serial Bus Controller or USB is recognized without Yellow bang 4 Verify if the latest USB driver or and USB chipset driver are installed USB driver could be removed and reinstalled 5 Make sure USB device is supported for example USB 3 0 device requires more power drawn 0 9A from USB port than USB 2 0 device 0 5A As a result identify USB charging port to be used for chargi...

Page 127: ... material closing a hole or spoiling a metal contact Clean the contacts with a lint free cloth and small amounts of isopropyl alcohol Replace the memory card if necessary 4 Reinstall and update the drivers for the card reader 5 Make sure the smart card reader is compliant with ISO 7816 Class A B and C 6 Reinsert the card reader with correct face as described in its documentation 7 Check reader fun...

Page 128: ...re full operating system 8 Test with verified working external speakers or headset 9 Reseat internal speaker connections 10 Test with verified working internal speakers 11 Replace internal speakers No sound from headphones 1 Adjust volume by pressing Fn or 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 129: ...n for TB controller driver version operating system driver and application version 4 Verify that TB device is detected in Windows Device Manager 5 Verify TB port cable and connection 6 Test with a verified working TB board if possible NOTE Thunderbolt is new technology Thunderbolt cable and Thunderbolt device must be compatible with Windows To determine whether your device is Thunderbolt Certified...

Page 130: ...oblems 2 Important update to the latest BIOS firmware and drivers for both system and the dock Latest BIOS version for your computer Intel Thunderbolt Secure Connect driver Intel Thunderbolt firmware update utility Intel graphics drivers AMD or NVIDIA graphics driver depends on notebook configuration Ethernet controller driver Conexant Audio USB driver ASMedia eXtensible host controller driver doc...

Page 131: ...iagnose the hard drive using BIOS Diagnostics built in the shipping image or an external USB HP PC Diagnostics 3 in 1 USB Key at http www8 hp com us en campaigns hpsupportassistant pc diags html jumpid va_r602_us en any pps pl_ot_ob_ds_pd HP_PC_Hardware_Diagnostics_cc dt The drive quick test is recommended to quickly less than 10 minutes identify the malfunctioning drive If the issue still exists ...

Page 132: ...o 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 bootable CDs and DVDs For m...

Page 133: ...e 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 efficiently NOTE Do not defrag an SSD Tips tricks For...

Page 134: ...he 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 Hardware Diagnostics UEFI perform disk defragm...

Page 135: ...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 69 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 136: ... Disconnect the fan briefly to isolate whether noise originates from fan If noise is absent with fan disconnected refer to Fan runs constantly on page 125 Noisy hard drive Determine whether the noise comes from the hard drive See Noisy hard drive on page 122 Noisy optical drive 1 Determine whether the noise comes from an optical drive 2 Remove CD DVD from the optical drive Noisy speaker 1 Determin...

Page 137: ...ol 6 HP Hardware Diagnostics and Tools on page 69 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 72 to run stress test processor and GPU and verify that thermal sensors are ...

Page 138: ...al values in memory 3 Determine whether you are using a correct AC adapter 4 Be sure to turn power off completely when putting a notebook in a travel bag NOTE It is normal for the system to get warm in F10 BIOS mode after a period of time i e one hour because there is no power management in a non operating system environment Thermal related issue 1 Verify thermal condition a Check fan and connecti...

Page 139: ...s chapter Blue screen BSOD A Windows error screen that can occur if a problem causes your computer to shut down or restart unexpectedly When you experience this type of error you will not be able to see items such as the Start menu or the taskbar when your computer is turned on Instead you might see a blue screen with a message that your computer ran into a problem and needs to restart CPU Central...

Page 140: ...cuting code This computer has experienced a problem due to the failure of certain code to execute resulting in a failed startup of the processor The issue could be related to the processor or the system board in the computer If the processor is socketed be sure that the processor is seated correctly in the socket If this error reoccurs refer to General troubleshooting steps on page 64 NOTE The com...

Page 141: ...has experienced a system board initialization problem resulting in a failed startup This issue may be related to the system board in the computer A service event is required to identify the source of the error and take the appropriate corrective action 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 O...

Page 142: ...en a Computer Does Not Start Up or Boot Properly at http h20566 www2 hp com hpsc doc public display docLocale en_US docId emr_na c01443371 for details on troubleshooting issues related to the memory module If the memory module still fails contact support Startup test Hard Disk 1 SMART Hard Drive Detects Imminent Failure 301 Attempt to reseat the hard drive and repeat the test The hard disk drive m...

Page 143: ...ooling vents are blocked or the operating temperature exceeds system specifications The computer should return to normal operation once the situation is resolved Fan fan speed failure 90F The system has detected that a cooling fan may not be working properly Before continuing perform the following steps Press Enter to clear the message and go to the Windows desktop Shutdown Windows While the compu...

Page 144: ...nce from Microsoft at https msdn microsoft com en us library windows hardware hh994433 v vs 85 aspx The hexadecimal number following the word STOP is called the bug check code or Stop code This is the most important item on the screen Bug check symbolic names Each bug check code also has an associated symbolic name In the example the screen shows bug check 0x79 MISMATCHED_HAL See https msdn micros...

Page 145: ...g check codes Be sure that the virus detection program checks the Master Boot Record for infections Verify that the system has the latest service pack installed To detect which service pack if any is installed on your system click Start click Run type winver and then press Enter The About Windows dialog box displays the Windows version number and the version number of the service pack if one has b...

Page 146: ...Kit SDK 1 Download the SDK from the following link https dev windows com en US downloads windows 10 sdk 2 Set up the SDK in the configuration window Windows 10 shown 3 Select features to install 134 Chapter 6 Troubleshooting guide ...

Page 147: ...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 135 ...

Page 148: ...6 Open the crash dump file 136 Chapter 6 Troubleshooting guide ...

Page 149: ...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 137 ...

Page 150: ...d for warranty coverage Source HP Notebook PCs and Tablets About LCD Panel Defects and Terminology for Notebook PCs and Tablets http support hp com us en document c00035844 Table 6 7 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 WUX...

Page 151: ...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 152: ...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 153: ...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 154: ...B port but you must first disable FastBoot 1 Turn on or restart the computer and when the HP logo appears press f9 to enter the Boot Device Options menu 2 Clear the check box for Fast Boot 3 To save your changes and exit select the Save icon in the lower right corner of the screen and then follow the on screen instructions or Select Main select Save Changes and Exit and then press enter Your chang...

Page 155: ...lect products the selections may display Restore Defaults instead of Apply Factory Defaults and Exit 3 Follow the on screen instructions 4 To save your changes and exit select the Save icon in the lower right corner of the screen and then follow the on screen instructions or Select Main select Save Changes and Exit and then press enter Your changes go into effect when the computer restarts NOTE Yo...

Page 156: ...n select Check for updates and messages 3 Follow the on screen instructions 4 At the download area follow these steps a Identify the most recent BIOS update and compare it to the BIOS version currently installed on your computer Make a note of the date name or other identifier You may need this information to locate the update later after it has been downloaded to your hard drive b Follow the on s...

Page 157: ...y HP will not be responsible for any related liabilities TPM provides additional security for your computer You can modify the TPM settings in Computer Setup BIOS NOTE If you change the TPM setting to Hidden TPM is not visible in the operating system To access TPM settings in Computer Setup 1 Start Computer Setup See Starting Computer Setup on page 142 2 Select Security select TPM Embedded Securit...

Page 158: ...e following 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 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...

Page 159: ...BIOS crisis recovery tool through the HP PC Hardware Diagnostics 3 in 1 USB key This tool can be used by HP authorized service providers to recover systems that have failed due to a corrupted BIOS For more information about using the 3 in 1 USB key for BIOS crisis recovery go to http www hp com go techcenter pcdiags Additional information is included in the web based training offered by HP Univers...

Page 160: ...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 148 For information on the recovery options that are available using the recovery media see Using Windows tools on page 149 Use Wind...

Page 161: ...purchased 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 ca...

Page 162: ...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 153 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 yo...

Page 163: ... is still working To start HP Recovery Manager from the HP Recovery partition IMPORTANT For a tablet with a detachable keyboard connect the tablet to the keyboard base 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 comp...

Page 164: ...re beginning these steps 1 Insert the HP Recovery media 2 Access the system Startup menu For computers or tablets with keyboards attached Turn on or restart the computer or tablet quickly press esc and then press f9 for boot options For tablets without keyboards Turn on or restart the tablet and then quickly hold down the volume up button then select f9 or Turn on or restart the tablet and then qu...

Page 165: ... the HP Recovery partition So before you remove the Recovery partition create HP Recovery media see Creating HP Recovery media select products only on page 148 NOTE The Remove Recovery Partition option is only available on products that support this function Follow these steps to remove the HP Recovery partition 1 Type recovery in the taskbar search box and then select HP Recovery Manager 2 Select...

Page 166: ... 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 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 4...

Page 167: ...50 MB s Up to 100 000 IOPs Up to 1550 MB s Up to 100 000 IOPs Ready time Maximum to not busy 1 0 s 1 0 s 1 0 s Access times Logical 0 1 0 1 0 1 Total logical sectors 500 118 192 1 000 215 216 1 500 336 388 Operating temperature Operating Non operating 0 to 70 C 32 F to 158 F 40 to 80 C 40 F to 176 F 0 to 70 C 32 F to 158 F 40 to 85 C 40 F to 185 F 0 to 70 C 32 F to 158 F 40 to 85 C 40 F to 185 F 1...

Page 168: ...o 67K IOPs Up to 455 MB s Up to 59K IOPs Ready time Maximum to not busy 1 0 s 3 0 s Access times Logical 0 1 0 1 Total logical sectors 500 118 192 1 000 215 216 Operating temperature Operating Non operating 0 to 70 C 32 F to 158 F 55 to 90 C 67 F to 194 F 0 to 70 C 32 F to 158 F 40 to 85 C 40 F to 185 F 1 GB 1 billion bytes when referring to hard drive storage capacity Actual accessible capacity i...

Page 169: ... keyboard base before beginning steps in this chapter Current BIOS steps 1 Follow 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 dis...

Page 170: ...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 reject l Remove all power and system batteries for at least 24 hours 2 Complete one of the following Remove and 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 conte...

Page 171: ... EEPROM 64 KBytes 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 da...

Page 172: ...ing this utility Bluetooth flash select products only 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 driver whenever the flash re...

Page 173: ...ic 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 det...

Page 174: ...t 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 screen instructions to contin...

Page 175: ... 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 amps and a nominal voltage rating of 125 ...

Page 176: ...orea 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...

Page 177: ... 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 certification mar...

Page 178: ...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 166 Chapter 13 Recycling ...

Page 179: ...bottom 13 display 7 front 14 left side 6 right side 5 top 8 computer major components 16 specifications 154 Computer Setup navigating and selecting 142 restoring factory settings 143 using a USB keyboard or USB mouse to start Computer Setup 142 computer setup 142 connector power 6 connectors service considerations 25 D display assembly removal 53 spare part numbers 17 53 display bezel removal 54 s...

Page 180: ...ck 9 drive 14 microphone mute 9 num lock 9 power 9 14 RJ 45 network 6 TouchPad 9 wireless 9 14 M M 2 solid state drive specifications 155 156 mass storage device precautions 25 memory nonvolatile 157 volatile 157 memory card reader identifying 6 memory module product description 1 removal 35 spare part numbers 19 35 microphone product description 2 microphone module removal 56 spare part number 57...

Page 181: ... 142 restoring factory settings 143 slots security cable 6 solid state drive precautions 25 product description 2 removal 31 spare part numbers 18 31 Speaker Kit spare part number 18 speakers removal 50 spare part number 18 50 speakers identifying 10 specifications computer 154 M 2 solid state drive 155 156 supported discs recovery 149 Sure Start using 145 system board removal 46 spare part number...

Page 182: ...WLAN device 15 WLAN label 15 WLAN module removal 33 spare part numbers 19 33 workstation guidelines 27 170 Index ...

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