HP ZBook 15 G4 Mobile Workstation

Maintenance and Service Guide

IMPORTANT! This document is intended for
HP authorized service providers only.
© Copyright 2017 HP Development Company, Product notice Software terms
L.P.
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contained herein.

First Edition: April 2017

Document Part number: 915575-001

Safety warning notice
WARNING! To reduce the possibility of heat-related injuries or of overheating the computer, do not place
the computer directly on your lap or obstruct the computer air vents. Use the computer only on a hard, flat
surface. Do not allow another hard surface, such as an adjoining optional printer, or a soft surface, such as
pillows or rugs or clothing, to block airflow. Also, do not allow the AC adapter to contact the skin or a soft
surface, such as pillows or rugs or clothing, during operation. The computer and the AC adapter comply with
the user-accessible surface temperature limits defined by the International Standard for Safety of
Information Technology Equipment (IEC 60950-1).

iii
iv Safety warning notice
Table of contents

1 Product description ....................................................................................................................................... 1

2 Components .................................................................................................................................................. 6
Right ....................................................................................................................................................................... 6
Left ......................................................................................................................................................................... 8
Display .................................................................................................................................................................... 9
Keyboard area ...................................................................................................................................................... 10
TouchPad ........................................................................................................................................... 10
Lights ................................................................................................................................................. 11
Buttons and fingerprint reader ......................................................................................................... 12
Special keys ....................................................................................................................................... 13
Action keys ........................................................................................................................................ 14
Bottom ................................................................................................................................................................. 15
Front ..................................................................................................................................................................... 16
Labels ................................................................................................................................................................... 17

3 Illustrated parts catalog .............................................................................................................................. 18

Computer major components .............................................................................................................................. 18
Bracket Kit ............................................................................................................................................................ 21
Display assembly subcomponents ...................................................................................................................... 22
Cable Kit ............................................................................................................................................................... 23
Plastics Kit ........................................................................................................................................................... 24
Mass storage devices ........................................................................................................................................... 25
Miscellaneous parts ............................................................................................................................................. 26

4 Removal and replacement procedures preliminary requirements .................................................................... 27

Tools required ...................................................................................................................................................... 27
Service considerations ......................................................................................................................................... 27
Plastic parts ....................................................................................................................................... 27
Cables and connectors ...................................................................................................................... 28
Drive handling ................................................................................................................................... 28
Grounding guidelines ........................................................................................................................................... 28
Electrostatic discharge damage ........................................................................................................ 28
Packaging and transporting guidelines .......................................................................... 30
Workstation guidelines ................................................................................ 30

v
 5 Removal and replacement procedures for Authorized Service Provider parts ................................................... 32
Component replacement procedures .................................................................................................................. 32
Display subcomponents (bezel, panel, camera) ............................................................................... 32
Bottom cover ..................................................................................................................................... 36
Battery ............................................................................................................................................... 37
Memory module ................................................................................................................................ 38
Solid-state drive (M.2) ....................................................................................................................... 40
WLAN module .................................................................................................................................... 41
WWAN module ................................................................................................................................... 43
Smart card reader .............................................................................................................................. 45
Hard drive .......................................................................................................................................... 46
RTC battery ........................................................................................................................................ 48
Keyboard ........................................................................................................................................... 49
Heat sink assembly ........................................................................................................................... 52
Graphics board .................................................................................................................................. 56
Speakers ............................................................................................................................................ 57
TouchPad module .............................................................................................................................. 58
LED board .......................................................................................................................................... 59
Fans ................................................................................................................................................... 60
Fingerprint reader board ................................................................................................................... 61
System board .................................................................................................................................... 62
Display assembly ............................................................................................................................... 65
Lock bracket ...................................................................................................................................... 73

6 Troubleshooting guide ................................................................................................................................. 74

Resources ............................................................................................................................................................. 75
General troubleshooting steps ............................................................................................................................ 75
Identify the issue ............................................................................................................................... 76
1. Understand the issue .................................................................................................. 76
Boot up sequence ......................................................................................... 76
Failure classification ..................................................................................... 76
2. Examine the environment .......................................................................................... 78
3. Perform a visual inspection of hardware ................................................................... 79
4. Update BIOS and drivers ............................................................................................. 79
Manually updating BIOS and drivers ............................................................ 79
Remotely deploying BIOS and drivers .......................................................... 79
Analyze the issue ............................................................................................................................... 79
5. Remove or uninstall recently added hardware, software .......................................... 79
6. HP Hardware Diagnostics and Tools ........................................................................... 80
HP PC Hardware Diagnostics (UEFI) ............................................................. 80
HP Support Assistant (HPSA) ....................................................................... 82

vi
 HP BIOS Configuration Utility (BCU) ............................................................. 83
HP Image Diagnostic Tool ............................................................................. 83
HP Thermal Monitor ..................................................................................... 83
Non HP diagnostics tools ............................................................................. 83
7. Status lights, blinking light codes, troubleshooting lights, and POST error
messages ........................................................................................................................ 84
Status lights .................................................................................................. 84
Interpreting system validation diagnostic front panel LEDs and
audible codes ................................................................................................ 85
POST error messages ................................................................................... 86
Power Good (Troubleshooting) lights .......................................................... 88
Resolve the issue ............................................................................................................................... 89
8. Hard reset .................................................................................................................... 89
9. Soft reset (Default Settings) ....................................................................................... 90
10. Reseat cables and connections ................................................................................ 90
11. Test with minimum configuration ............................................................................ 91
Essential hardware configuration ................................................................ 91
Safe mode ..................................................................................................... 92
12. Test with verified working configuration (hardware and/or operating system) ..... 92
13. Replace the system board ........................................................................................ 92
Verify solution ................................................................................................................................... 93
Helpful Hints ........................................................................................................................................................ 93
At startup ........................................................................................................................................... 93
During operation ............................................................................................................................... 94
Consulting with HP Service ............................................................................................................... 94
Common issues and possible solutions .............................................................................................................. 95
Power-on issues ................................................................................................................................ 95
No Power ......................................................................................................................... 95
Intermittent power-on, shutdown, reboot ..................................................................... 97
AC adapter issue .............................................................................................................. 98
Battery not recognized, not charging ............................................................................. 99
Battery discharges too fast .......................................................................................... 100
Burnt smell .................................................................................................................... 101
POST ................................................................................................................................................ 101
No video (with power) ................................................................................................... 101
Blinking lights ............................................................................................................... 102
Diagnostics error messages ......................................................................................... 103
BIOS password .............................................................................................................. 104
Performance (OS) ............................................................................................................................ 104
Intermittent shutdown ................................................................................................. 105
Blue screen .................................................................................................................... 106

vii
 Freeze at Windows Logo (hang/lockup) ....................................................................... 108
Electromagnetic Interference (EMI) .............................................................................. 109
No wake up .................................................................................................................... 110
Unresponsive ................................................................................................................ 111
Slow performance ......................................................................................................... 111
HP Smart Adapter warning message ........................................................................... 112
Incorrect time and date ................................................................................................ 112
Display ............................................................................................................................................. 113
Display anomalies ......................................................................................................... 113
Symptom .................................................................................................... 113
Quick check ................................................................................................. 114
HP PC Hardware Diagnostics (UEFI) for video test ..................................... 114
Display assembly diagram ......................................................................... 115
Dead pixel ..................................................................................................................... 115
No video (internal) ........................................................................................................ 115
No video (external) ....................................................................................................... 116
DisplayPort/VGA ........................................................................................................... 116
HDMI .............................................................................................................................. 116
No or bad external video via docking ........................................................................... 117
Incorrect or missing color/distorted image .................................................................. 117
Touch screen ................................................................................................................. 118
I/O devices ....................................................................................................................................... 119
Keyboard ....................................................................................................................... 119
Keyboard point stick ..................................................................................................... 120
Keyboard backlight ....................................................................................................... 120
TouchPad ....................................................................................................................... 121
Network Connectivity Ethernet (RJ-45 jack) ................................................................ 121
Network connectivity wireless (WLAN) ........................................................................ 122
WWAN ............................................................................................................................ 123
USB ................................................................................................................................ 124
Smart card reader ......................................................................................................... 125
Speaker, headphone - audio issues .............................................................................. 126
Thunderbolt (TB) ........................................................................................................... 127
Thunderbolt 3 dock ....................................................................................................... 128
Storage ............................................................................................................................................ 129
Hard drive/solid-state drive not recognized ................................................................ 130
No boot to operating system (no read/write error) ..................................................... 130
Read-write error ........................................................................................................... 131
Slow performance ......................................................................................................... 131
Blue screen (BSOD) error .............................................................................................. 131
Noisy hard drive ............................................................................................................ 132

viii
 Mechanical ....................................................................................................................................... 133
Fan error message - 90B .............................................................................................. 133
Noise (sound) ................................................................................................................ 134
Fan runs constantly ...................................................................................................... 135
Thermal shutdown (hot) ............................................................................................... 136
Stuck power button ...................................................................................................... 137
Additional information ...................................................................................................................................... 137
Acronyms ......................................................................................................................................... 137
Blinking lights and boot error codes ............................................................................................... 138
Processor not executing code ...................................................................................... 138
BIOS recovery code unable to find valid BIOS recovery image ..................................... 138
Memory module error ................................................................................................... 139
Graphics Controller Error (No Controller) ..................................................................... 139
Failure - System Board Error ........................................................................................ 139
Intel Trusted Execution Technology (TXT) Error .......................................................... 139
Sure Start unable to find valid BIOS Boot Block image ................................................ 139
Sure Start has identified a problem (Manual Recovery Policy Set) .............................. 140
POST Error Messages and User Actions .......................................................................................... 140
Routine Maintenance for Performance Improvement .................................................................... 141
Common Blue Screen Error Messages ............................................................................................ 142
Error message list ......................................................................................................... 142
Bug check symbolic names ........................................................................................... 142
Microsoft general troubleshooting of Windows bug check codes ............................... 143
Use Windows Debugging Tool ......................................................................................................... 143
Windows Software Development Kit (SDK) .................................................................. 144
Display Issue: Pixel Anomalies ........................................................................................................ 148
Cable management ......................................................................................................................... 149
Connector types .............................................................................................................................. 150

7 Computer Setup (BIOS), TPM, and HP Sure Start ........................................................................................... 152

Using Computer Setup ....................................................................................................................................... 152
Starting Computer Setup ................................................................................................................ 152
Using a USB keyboard or USB mouse to start Computer Setup (BIOS) ........................ 152
Navigating and selecting in Computer Setup ................................................................................. 152
Restoring factory settings in Computer Setup ............................................................................... 153
Updating the BIOS ........................................................................................................................... 153
Determining the BIOS version ...................................................................................... 153
Downloading a BIOS update ......................................................................................... 154
Changing the boot order using the f9 prompt ................................................................................ 155
TPM BIOS settings (select products only) ......................................................................................................... 155
Using HP Sure Start (select products only) ....................................................................................................... 155

ix
 8 Using HP PC Hardware Diagnostics (UEFI) ..................................................................................................... 156
Downloading HP PC Hardware Diagnostics (UEFI) to a USB device .................................................................. 156

9 Backing up, restoring, and recovering ......................................................................................................... 158

Creating recovery media and backups .............................................................................................................. 158
Creating HP Recovery media (select products only) ....................................................................... 158
Using Windows tools ......................................................................................................................................... 159
Restore and recovery ......................................................................................................................................... 160
Recovering using HP Recovery Manager ........................................................................................ 160
What you need to know before you get started ........................................................... 160
Using the HP Recovery partition (select products only) .............................................. 161
Using HP Recovery media to recover ............................................................................ 161
Changing the computer boot order .............................................................................. 162
Removing the HP Recovery partition (select products only) ....................................... 163

10 Specifications .......................................................................................................................................... 164

Computer specifications .................................................................................................................................... 164
Hard drive specifications ................................................................................................................................... 165
M.2 solid-state drive specifications .................................................................................................................. 166
M.2 PCIe solid-state drive specifications .......................................................................................................... 167

11 Statement of memory volatility ................................................................................................................ 168

Nonvolatile memory usage ............................................................................................................................... 170
Questions and answers ..................................................................................................................................... 172
Using HP Sure Start (select models only) .......................................................................................................... 173

12 Power cord set requirements .................................................................................................................... 174

Requirements for all countries .......................................................................................................................... 174
Requirements for specific countries and regions ............................................................................................. 175

13 Recycling ................................................................................................................................................ 177

Index ........................................................................................................................................................... 178

x
1 Product description

Category Description

Product Name HP ZBook 15 G4 Mobile Workstation

Processors 7th Generation Intel® Core™ processors

Intel Core i7-7820HQ 2.9-GHz (turbo up to 3.9-GHz) processor (2400-MHz front-side bus
(FSB), 8.0-MB L3 cache, 45 W)

Intel Core i7-7700HQ 2.8-GHz (turbo up to 3.8-GHz) processor (2400-MHz FSB, 6.0-MB L3
cache, 45 W)

Intel Core i5-7440HQ 2.8-GHz (turbo up to 3.8-GHz) processor (2400-MHz FSB, 6.0-MB L3
cache, 45 W)

Intel Core i5-7300HQ 2.5-GHz (turbo up to 3.5-GHz) processor (2400-MHz FSB, 6.0-MB L3
cache, 45 W)

7th Generation Intel Xeon processors

Intel Xeon E3-1535M v6, 3.1-GHz (turbo up to 4.2-GHz) processor (2400-MHz front-side bus
(FSB), 8.0-MB L3 cache, 45 W)

Intel Xeon E3-1505M v6, 3.0-GHz (turbo up to 4.0-GHz) processor (2133-MHz front-side bus
(FSB), 8.0-MB L3 cache, 45 W)

Chipset Mobile Intel CM238 chipset

Graphics Intel UMA Graphics - with shared video memory

GT2 Integrated Graphics

Discrete MXM daughter card

● NVIDIA® Quadro® M2200M (N17P-Q3 with 4-GB GDDR5 graphics subsystem memory
(256-MB×32, 1.35-V, 6Gbps, Qty 4)

● NVIDIA Quadro M1200M (N17P-Q1 with 4-GB GDDR5 graphics subsystem memory (256-
MB×32, 1.35-V, 6Gbps, Qty 4)

● NVIDIA Quadro M620 (N17M-Q3 with 2-GB GDDR5 graphics subsystem memory (128-
MB×32, 1.35-V, 6 or 7 Gbps, Qty 4)

● AMD Radeon Pro™ WX4150 (256-MB×32, 1.35-V, 1500 MHz, Qty 4)

Support "No Discrete Graphics" option

Support for hybrid (switchable) graphics

Support NVIDIA Optimus Technology

Support AMD Enduro Technology

Support for open GL

Support for DisplayPort 1.2 (supported through Thunderbolt 3)

Support for up to 4 total displays (discrete); 3 displays (UMA) through docking station

Support for NVIDIA Mosaic Technology

Support AMD Eyefinity Technology

1
 Category Description

Panel 39.6 cm (15.6 in), antiglare, LED backlight, 16:9 aspect ratio

● FHD (1920×1080), SVA, 60% CG, slim, 300 nits with or without camera

● FHD (1920×1080), UWVA, 72% CG. slim, 300 nits with or without camera

● FHD (1920×1080), UWVA, 72% CG, slim, 300 nits, touch screen, with camera

● UHD (3840×2160), UWVA, Dream Color 3, 95% NTSC, 340 nits with or without camera

Memory Four customer-accessible/upgradable memory module slots

Support for DDR4 2133-MHz, dual channel memory

Support for DDR4 2400-MHz, single channel memory

Support for 64-GB of system RAM in the following configurations:

DDR4-2400 (for use in models with Core processors):

● 65536-MB total system memory (16384-MB×4)

● 32768-MB total system memory (16384-MB×2 or 8192-MB×4)

● 16384-MB total system memory (16384-MB×1, 8192-MB×2, or 4096-MB×4)

● 8192-MB total system memory (8192-MB×1, 4096-MB×2)

ECC DDR4-2400 (for use in models with Xeon processors):

● 65536-MB total system memory (16384-MB×4)

● 32768-MB total system memory (16384-MB×2 or 8192-MB×4)

● 16384-MB total system memory (16384-MB×1, 8192-MB×2)

● 8192-MB total system memory (8192-MB×1)

Primary M.2 M.2 (NGFF) SS/DS Solid State Drive (2280)

SATA

512-GB SATA-3 SS TLC FIPS-140-2

256-GB SATA-3 Self-Encrypting Drive (Opal 2) TLC

PCIe

1-TB, NVMe, MLC (Z Turbo Drive)

512-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 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

PCIe (not available if primary M.2 SATA drive is selected)

1-TB, NVMe, MLC (Z Turbo Drive)

512-GB, NVMe, MLC (Z Turbo Drive)

512-GB, NVMe, Opal 2, TLC (Z Turbo Drive)

2 Chapter 1 Product description

Category Description

256-GB, NVMe, MLC (Z Turbo Drive)

256-GB, NVMe,TLC (Z Turbo Drive)

Primary 2.5-in SATA hard drive Primary 2.5-in storage not required if PCIe SSD selected

Support for 6.35-cm (2.5-in) hard drives in 7.0-mm (.28-in) thickness

Support for 3D DriveGuard hard drive protection

Support for the following hard drives:

● 1-TB, 5400-rpm

● 500-GB, 7200-rpm

● 500-GB, 7200-rpm, self-encrypting drive, OPAL 2

● 500-GB, 5400-rpm, self-encrypting drive, FIPS

● 500-GB, 5400-rpm, hybrid SSD 8 GB cache

Support for the following 6.35-cm (2.5-in) solid-state drives:

● 1-TB SATA-3, TLC

● 256-GB SATA-3, TLC

Audio and video Stereo speakers (2)

Dual array microphone (dual mic configuration tied to camera)

HP Bang & Olufsen Audio

HD 720p camera

Intel SST Audio

Support for no camera option

Ethernet Intel I219-LM Gigabit Network Connection (10/100/1000 Ethernet)

S3/S4/S5 wake on LAN

Wireless WLAN

WLAN options via minicard

Two WLAN antennas built into display assembly

Support "No WLAN/No Bluetooth" option

IBluetooth Disabled IOPT

Support for Miracast

Support for the following WLAN formats:

● Intel Dual band wireless-AC 8265 802.11AC 2x2 WiFi + BT 4.2 Combo Adaptor (vPro)

● Intel Dual band wireless-AC 8265 802.11AC 2x2 WiFi + BT 4.2 Combo Adaptor (non-vPro)

WPAN

Bluetooth® 4.2 only supported via combo card

WWAN

SIM Module (3FF/mini SIM) (user accessible behind battery)

Two WWAN antennas built into display assembly

WWAN antennas (2) (world wide 5 band, configured at top of panel on all units except UHD)

3
 Category Description

Supports "No WWAN" option

Supports WWAN after market option

Support for the following WWAN formats:

● Huawei HP It4132, LTE/HSPA+ 4G w/GPS M.2

● Fibocom HP hs3210 WW HSPA+ w/o GPS

External media cards Integrated SD UHS-II flash media slot (Realtek) - supports SD, SDHC, SDXC

Ports Multi-Pin AC Port

Combination mic-in/stereo headphone jack

(2) USB Type-C (Thunderbolt 3)

RJ-45 (Ethernet)

(1) USB 3.0 Charging Port (S3/S5)

(2) USB 3.0 Ports

HDMI

VGA (Dsub 15 pin) supporting: 1920×1200 external resolution @ 75 Hz, hot plug and unplug
and auto detection for correct output to wide-aspect vs. standard aspect video

Docking Support for HP Thunderbolt Docking Station

Keyboard/pointing devices Keyboard

Full-size, chiclet, island-style, backlit (and non-backlit) keyboard with numeric keypad

DuraKeys

Spill resistant with drain

Windows 10 Dual Point (3 pick buttons point stick x 3 pick buttons TouchPad)

TouchPad

On/off button

Glass with chemical etched surface (DuraPad)

Support for 2-way scroll

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

9-cell, 90-WHr, 2.635-AHr, Li-ion battery (long-life)

Power cord (localized)

3-wire plug (with ground pin) (C5) 1.0m with tags

Security Support security lock

4 Chapter 1 Product description

Category Description

Trusted platform module (TPM 9670) 2.0 (Infineon; soldered down)

Fingerprint reader

Support "No Fingerprint Reader" option

Integrated smart card reader

BIOS preboot power on - BIOS option (password, fingerprint)

Drive encryption preboot option - (password; fingerprint; selected smart cards)

Operating system 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

Supported

Red Hat Enterprise Linux (RHEL) 7.x 64 bit

Web-only support

Windows 10 Enterprise 64

Windows 10 Enterprise 64 LTSB 1507

Tested and documented

Windows 7 Professional 64

Windows 7 Enterprise 64

Serviceability End user replaceable parts

AC adapter

5
 2 Components

Right
NOTE: The term “hard drive”, “hard disk”, and/or “solid-state drive (SSD)” is used to generically refer the
computer’s primary mass storage.

Component Description

(1) Smart card reader Supports optional smart cards.

(2) Audio-out (headphone)/Audio-in (microphone) Connects optional powered stereo speakers, headphones,
combo jack earbuds, a headset, or a television audio cable. Also connects an
optional headset microphone. This jack does not support
optional standalone microphones.

WARNING! To reduce the risk of personal injury, adjust the

volume before putting on headphones, earbuds, or a headset.
For additional safety information, refer to the Regulatory,
Safety, and Environmental Notices.

To access this guide:

1. Type support in the taskbar search box, and then select

the HP Support 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.

(3) USB 3.x SuperSpeed ports (2) Connect a USB device, such as a cell phone, camera, activity
tracker, or smartwatch, and provides high-speed data transfer.

(4) HDMI port Connects an optional video or audio device, such as a high-
definition television, any compatible digital or audio
component, or a high-speed High Definition Multimedia
Interface (HDMI) device.

6 Chapter 2 Components
Component Description

(5) USB Type-C SuperSpeed and Thunderbolt ports When the computer is on, connect and charge USB devices that
(2) have Type-C connectors, such as cell phones, cameras, activity
trackers, or smartwatches, and provide high-speed data
transfer.

– or –

Connect to various USB, video, HDMI, and LAN devices.

NOTE: Cables and/or adapters (purchased separately) may be

required.

– or –

Connect a display device that has a USB Type-C connector,

providing display output.

NOTE: Your computer may also support a Thunderbolt

docking station.

– or –

Connect a DisplayPort device that has a USB Type-C connector,

providing display output.

(6) Power connector Connects an AC adapter.

(7) 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 light begins blinking rapidly.

● Off: The battery is not charging.

Right 7
 Left

Component Description

(1) Security cable slot Attaches an optional security cable to the computer.

NOTE: The security cable is designed to act as a deterrent, but

it may not prevent the computer from being mishandled or
stolen.

(2) RJ-45 (network) jack/status lights Connects a network cable.

● Green (right): The network is connected.

● Blinking amber (left): Activity is occurring on the network.

(3) External monitor port Connects an external VGA monitor or projector.

(4) USB 3.x charging port When the computer is on, connects and charges a USB device,
such as a cell phone, camera, activity tracker, or smartwatch,
and provides high-speed data transfer.

(5) Memory card reader (select products only) Reads optional memory cards that store, manage, share, or
access information.

To insert a card:

1. Hold the card label-side up, with the connectors facing the
computer.

2. Insert the card into the memory card reader, and then
press in on the card until it is firmly seated.

To remove a card:

▲ Press in on the card, and then remove it from the memory

card reader.

8 Chapter 2 Components
Display

Component Description

(1) WLAN antennas* (2) (internal; select products only) Send and receive wireless signals to communicate with wireless local
area networks (WLANs).

(2) WWAN antennas* (2) (internal; select products Send and receive wireless signals to communicate with wireless wide
only) area networks (WWANs).

(3) Internal microphones (2) (select products only) Record sound.

(4) Camera light (select products only) On: The camera is in use.

(5) Camera (select products only) Records video and captures photographs. Some models allow you to
video conference and chat online using streaming 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 this guide:

1. Type support in the taskbar search box, and then select the HP Support Assistant app.

‒ or –

Click the question mark icon in the taskbar.

2. Select My PC, select the Specifications tab, and then select User Guides.

Display 9
 Keyboard area
TouchPad

Component Description

(1) Pointing stick Moves the pointer on the screen.

(2) Left pointing stick button Functions like the left button on an external mouse.

(3) TouchPad on/off button/TouchPad light Turns the TouchPad on and off.

● Amber: The TouchPad is off.

● Off: The TouchPad is on.

(4) TouchPad zone Reads your finger gestures to move the pointer or activate
items on the screen.

(5) Left TouchPad button Functions like the left button on an external mouse.

(6) Right pointing stick button Functions like the right button on an external mouse.

(7) Center pointing stick button Functions like the center button on an external mouse.

(8) Center TouchPad button Functions like the center button on an external mouse.

(9) Right TouchPad button Functions like the right button on an external mouse.

10 Chapter 2 Components
Lights

Component Description

(1) Power light ● On: The computer is on.

● Blinking: The computer is in the Sleep state, a power-saving

state. The computer shuts off power to the display and
other unneeded components.

● Off: The computer is off or in Hibernation. Hibernation is a

power-saving state that uses the least amount of power.

(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.

● White: 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 is off.

● White: Computer sound is on.

(7) TouchPad light ● Amber: The TouchPad is off.

● Off: The TouchPad is on.

Keyboard area 11
 Buttons and fingerprint reader

Component Description

(1) Power button ● When the computer is off, press the button to turn on the
computer.

● When the computer is on, press the button briefly to initiate

Sleep.

● When the computer is in the Sleep state, press the button

briefly to exit Sleep.

● When the computer is in Hibernation, press the button

briefly to exit Hibernation.

CAUTION: Pressing and holding down the power button results

in the loss of unsaved information.

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, 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
wireless connection.

A wireless network must be set up before a wireless connection is

possible.

12 Chapter 2 Components
 Component Description

(3) Volume mute button Mutes and restores speaker sound.

(4) Fingerprint reader (select products only) Allows a fingerprint logon to Windows, instead of a password
logon.

Special keys

Component Description

(1) esc key Displays system information when pressed in combination with
the fn key.

(2) fn key Executes frequently used system functions when pressed in

combination with a function key, the num lk key, the esc key, or
other key.

See Action keys on page 14.

(3) Windows key Opens the Start menu.

NOTE: Pressing the Windows key again will close the Start
menu.

(4) Action keys Execute frequently used system functions.

See Action keys on page 14.

(5) num lk key Alternates between the navigational and numeric functions on
an integrated numeric keypad.

(6) Integrated numeric keypad A separate keypad to the right of the alphabet keyboard. When
num lk is pressed, the integrated keypad can be used like an
external numeric keypad.

NOTE: If the keypad function is active when the computer is

turned off, that function is reinstated when the computer is
turned back on.

Keyboard area 13
 Action keys
An action key performs the function indicated by the icon on the key. To determine which keys are on your
product, see Special keys on page 13.
▲ To use an action key, press and hold the key.

Icon Description

Initiates Sleep, which saves your information in system memory. The display and other system components
turn off and power is conserved. To exit Sleep, briefly press the power button.

CAUTION: To reduce the risk of information loss, save your work before initiating Sleep.

Turns the keyboard backlight off or on.

NOTE: To conserve battery power, turn off this feature.

Switches the screen image among display devices connected to the system. For example, if 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 you hold down the key.

Increases speaker volume incrementally while you hold down the key.

Mutes the microphone.

NOTE: The action key feature is enabled at the factory. You can disable this feature by pressing and holding
the fn key and the left shift key. The fn lock light will turn on. After you have disabled the action key feature,
you can still perform each function by pressing the fn key in combination with the appropriate action key.

14 Chapter 2 Components
Bottom

Component Description

(1) Speakers (2) Produce sound.

(2) Vents (2) Enable airflow to cool internal components.

NOTE: The computer fan starts up automatically to cool

internal components and prevent overheating. It is normal
for the internal fan to cycle on and off during routine
operation.

Bottom 15
 Front

Component Description

(1) 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.

(2) Power light ● On: The computer is on.

● Blinking: The computer is in the Sleep state, a power-

saving state. The computer shuts off power to the
display and other unneeded components.

● Off: The computer is off or in Hibernation.

Hibernation is a power-saving state that uses the
least amount of power.

(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 light begins blinking
rapidly.

● Off: The battery is not charging.

(4) Drive light ● Blinking white: The hard drive is being accessed.

● Amber: HP 3D DriveGuard has temporarily parked the

hard drive.

(5) Speakers (2) Produce sound.

16 Chapter 2 Components
Labels
The labels affixed to the computer provide information you may need when you troubleshoot system
problems or travel internationally with the computer.

IMPORTANT: Check the following locations for the labels described in this section: the bottom of the
computer, inside the battery bay, under the service door, or on the back of the display.

● Service label—Provides important information to identify your computer. When contacting support, you
will probably 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) Serial number

(3) Product number

(4) Warranty period

(5) Model number

● Regulatory label(s)—Provide(s) regulatory information about the computer.

● Wireless certification label(s)—Provide(s) information about optional wireless devices and the approval
markings for the countries or regions in which the devices have been approved for use.

Labels 17
 3 Illustrated parts catalog

Computer major components

18 Chapter 3 Illustrated parts catalog

Item Component Spare part number

(1) Display assembly (Touch screen; FHD, UWVA; includes camera) 921058-001

(2) Display assembly (Non-touch; UHD, UWVA)

For more display assembly spare part information, see Display assembly subcomponents on page 22

Without camera 921059-001

With camera 921060-001

(3) Keyboard (backlit; includes TouchPad and keyboard cables) 848311-xx1

For a list of keyboard country codes, see Keyboard on page 49.

The pointing stick cable is available in the Cable Kit using spare part number 848244-001.

(4) Top cover (includes thermal pad) 928426-001

(5) RTC battery (includes cable and double-sided adhesive) 922939-001

(6) TouchPad module 850944-001

The TouchPad module cable is available in the Cable Kit using spare part number 848244-001.

(7) Graphics board (includes replacement thermal material)

NVIDIA Quadro M2200 graphics board 924955-001

NVIDIA Quadro M1200 graphics board 924954-001

NVIDIA Quadro M620 graphics board 924953-001

AMD Radeon Pro WX 4150 924956-001

(8) Hard drives or solid-state drives, 2.5-inch (does not include hard drive bracket or screws)

1-TB, solid-state drive 924027-001

1-TB, 5400-rpm 762990-002

500-GB, 5400-rpm, hybrid 8 GB 732000-002

500-GB, 7200-rpm 703267-002

500-GB, 5400-rpm, FIPS 820572-002

500-GB, 7200-rpm, self-encrypting 820573-002

Hard Drive Hardware Kit (not illustrated, includes hard drive bracket and screws) 848231-001

(9) LED board 848246-001

(10) Smart card reader 848245-001

The smart card reader bracket is available in the Bracket Kit, spare part number 848232-001.

(11) Battery (9-cell, 90-WHr, 2.635-AHr, li-ion) 808452-002

(12) Fingerprint reader board (includes cable) 850151-001

The fingerprint reader bracket is available in the Bracket Kit, spare part number 848232-001.

(13) Speakers (include cable) 848233-001

(14) Memory module (DDR4-2400)

For use in models with Intel Core processors

Computer major components 19

 Item Component Spare part number

● 16-GB 862396-852

● 8-GB 862398-852

● 4-GB 862397-852

For use in models with Xeon Core processors

● 16-GB 835886-002

● 8-GB 835887-002

Heat sink assembly (includes replacement thermal material)

(15) For use only in models with UMA graphics memory 922938-001

(16) For use only in models with Nvidia Quadro M1200 and M620 graphics boards 922935-001

(16) For use only in models with Nvidia Quadro M2200 graphics boards 922936-001

(16) For use only in models with the AMD Radeon Pro graphics board 922937-001

(17) Solid-state drive (SSD); M.2

SATA-3 drives, TLC:

● 512-GB, FIPS 921052-001

● 256-GB, TLC 932478-001

● 256-GB, self-encrypting drive (SED), OPAL 2 921053-001

Z Turbo drives; PCIe:

● 1-TB, MLC 921057-001

● 512-GB, self-encrypting drive (SED), OPAL 2, TLC 921054-001

● 512-GB, MLC 921056-001

● 256-GB, TLC 921055-001

● 256-GB, MLC 921051-001

(18) WWAN module

HP lt4120 LTE/EVDO/HSPA+ Gobi 4G Mobile Broadband Module 800870-002

Fibocom HP hs3210 WW HSPA+ w/o GPS 918670-852

Huawei HP It4132, LTE/HSPA+ 4G w/GPS M.2 918671-852

(19) 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

Fan

(20) Fan for use near the processor 848251-001

(21) Fan for use near the graphics board 848252-001

(22) System board (includes replacement thermal material)

All system boards use the following part numbers:

20 Chapter 3 Illustrated parts catalog

 Item Component Spare part number

xxxxxx-001: Windows 7 or non-Windows operating systems

xxxxxx-601: Windows 10 operating system

Equipped with an Intel Core i7-7820HQ processor 921048-xxx

Equipped with an Intel Core i7-7700HQ processor 921047-xxx

Equipped with an Intel Core i7-7440HQ processor 921046-xxx

Equipped with an Intel Core i7-7300HQ processor 921045-xxx

Equipped with an Xeon E3-1535M processor 921050-xxx

Equipped with an Xeon E3-1505M processor 921049-xxx

(23) Bottom cover (includes SSD therrmal pad) 928423-001

Bracket Kit

Item Component Spare part number

Bracket Kit, includes: 848232-001

(1) USB-C bracket

(2) EDP bracket (display cable bracket)

(3) Fingerprint reader board bracket

(4) Smart card bracket

Bracket Kit 21
 Display assembly subcomponents

Item Component Spare part number

(1) Display bezel

For use only on computer models not equipped with a camera 848241-001

For use only on computer models equipped with a camera 850154-001

(2) Camera/microphone module (includes double-sided adhesive) 819336-006

Microphone module (includes double-sided adhesive) 854110-001

(3) Display panel

Includes display cable:

● SVA 936518-001

● UWVA 936519-001

22 Chapter 3 Illustrated parts catalog

 Item Component Spare part number

Does not include display cable:

● SVA 819354-004

● UWVA 819355-005

(4) Display hinges (includes left and right hinges) 848242-001

(5) Display/Camera Cable Kit 848253-001

(6) Antenna Kit, WWAN 848229-001

(7) Antenna Kit, WLAN 848228-001

(8) Display rear cover 928422-001

Cable Kit

Item Component Spare part number

Cable Kit, includes: 848244-001

(1) TouchPad cable

(2) Pointing stick cable

Cable Kit 23
 Plastics Kit

Item Component Spare part number

Plastics Kit, includes: 850152-001

(1) VGA cap

(2) Fingerprint reader bezel

(3) SD card reader insert

24 Chapter 3 Illustrated parts catalog

Mass storage devices

Item Component Spare part number

(1) Solid-state drive, M.2

SATA-3 drives, TLC:

● 512-GB, FIPS 921052-001

● 256-GB, TLC 932478-001

● 256-GB, self-encrypting drive (SED), OPAL 2 921053-001

Z Turbo drives; PCIe:

● 1-TB, MLC 921057-001

● 512-GB, self-encrypting drive (SED), OPAL 2, TLC 921054-001

● 512-GB, MLC 921056-001

● 256-GB, TLC 921055-001

● 256-GB, MLC 921051-001

(2) Hard drives and solid-state drives 2.5-inch (does not include hard drive bracket or screws)

1 TB, solid-state drive 924027-001

Mass storage devices 25

 Item Component Spare part number

1-TB, 5400-rpm 762990-002

500-GB, 5400-rpm, hybrid 8 GB 732000-002

500-GB, 7200-rpm 703267-002

500-GB, 5400-rpm, FIPS 820572-002

500-GB, 7200-rpm, self-encrypting 820573-002

Hard Drive Hardware Kit, includes: 848231-001

(3a) Hard drive bracket

(3b) Hard drive cable

Miscellaneous parts
Component Spare part number

AC adapter

150-W HP Smart adapter (slim, 4.5-mm) 776620-001

Power cord (3-pin, black, 1.83-m)

For use in Europe 213350-012

For use in North America 213349-013

For use in Switzerland 213354-011

For use in Taiwan 393313-006

For use in Thailand 285096-010

For use in the United Kingdom and Singapore 213351-011

Screw Kit 848266-001

26 Chapter 3 Illustrated parts catalog

4 Removal and replacement procedures
preliminary requirements

Tools required
You will need the following tools to complete the removal and replacement procedures:
● Torx driver
● Magnetic screwdriver
● Phillips P0 and P1 screwdrivers

Service considerations
The following sections include some of the considerations that you must keep in mind during disassembly
and assembly procedures.

NOTE: As you remove each subassembly from the computer, place the subassembly (and all accompanying
screws) away from the work area to prevent damage.

Plastic parts
CAUTION: Using excessive force during disassembly and reassembly can damage plastic parts. Use care
when handling the plastic parts. Apply pressure only at the points designated in the
maintenance instructions.

Tools required 27
 Cables and connectors
CAUTION: When servicing the computer, be sure that cables are placed in their proper locations during the
reassembly process. Improper cable placement can damage the computer.

Cables must be handled with extreme care to avoid damage. Apply only the tension required to unseat or seat
the cables during removal and insertion. Handle cables by the connector whenever possible. In all cases, avoid
bending, twisting, or tearing cables. Be sure that cables are routed in such a way that they cannot be caught
or snagged by parts being removed or replaced. Handle flex cables with extreme care; these cables tear
easily.

Drive handling
CAUTION: Drives are fragile components that must be handled with care. To prevent damage to
the computer, damage to a drive, or loss of information, observe these precautions:
Before removing or inserting a hard drive, shut down the computer. If you are unsure whether the computer is
off or in Hibernation, turn the computer on, and then shut it down through the operating system.
Before handling a drive, be sure that you are discharged of static electricity. While handling a drive, avoid
touching the connector.
Before removing a diskette drive or optical drive, be sure that a diskette or disc is not in the drive and be sure
that the optical drive tray is closed.
Handle drives on surfaces covered with at least one inch of shock-proof foam.
Avoid dropping drives from any height onto any surface.
After removing a hard drive, an optical drive, or a diskette drive, place it in a static-proof bag.
Avoid exposing an internal hard drive to products that have magnetic fields, such as monitors or speakers.
Avoid exposing a drive to temperature extremes or liquids.
If a drive must be mailed, place the drive in a bubble pack mailer or other suitable form of protective
packaging and label the package “FRAGILE.”

Grounding guidelines
Electrostatic discharge damage
Electronic components are sensitive to electrostatic discharge (ESD). Circuitry design and structure determine
the degree of sensitivity. Networks built into many integrated circuits provide some protection, but in many
cases, ESD contains enough power to alter device parameters or melt silicon junctions.
A discharge of static electricity from a finger or other conductor can destroy static-sensitive devices or
microcircuitry. Even if the spark is neither felt nor heard, damage may have occurred.
An electronic device exposed to ESD may not be affected at all and can work perfectly throughout a normal
cycle. Or the device may function normally for a while, then degrade in the internal layers, reducing its life
expectancy.

28 Chapter 4 Removal and replacement procedures preliminary requirements

CAUTION: To prevent damage to the computer when you are removing or installing internal components,
observe these precautions:
Keep components in their electrostatic-safe containers until you are ready to install them.
Before touching an electronic component, discharge static electricity by using the guidelines described in this
section.
Avoid touching pins, leads, and circuitry. Handle electronic components as little as possible.
If you remove a component, place it in an electrostatic-safe container.

The following table shows how humidity affects the electrostatic voltage levels generated by
different activities.

CAUTION: A product can be degraded by as little as 700 V.

Typical electrostatic voltage levels

Relative humidity

Event 10% 40% 55%

Walking across carpet 35,000 V 15,000 V 7,500 V

Walking across vinyl floor 12,000 V 5,000 V 3,000 V

Motions of bench worker 6,000 V 800 V 400 V

Removing DIPS from plastic tube 2,000 V 700 V 400 V

Removing DIPS from vinyl tray 11,500 V 4,000 V 2,000 V

Removing DIPS from Styrofoam 14,500 V 5,000 V 3,500 V

Removing bubble pack from PCB 26,500 V 20,000 V 7,000 V

Packing PCBs in foam-lined box 21,000 V 11,000 V 5,000 V

Grounding guidelines 29
 Packaging and transporting guidelines
Follow these grounding guidelines when packaging and transporting equipment:
● To avoid hand contact, transport products in static-safe tubes, bags, or boxes.
● Protect ESD-sensitive parts and assemblies with conductive or approved containers or packaging.
● Keep ESD-sensitive parts in their containers until the parts arrive at static-free workstations.
● Place items on a grounded surface before removing items from their containers.
● Always be properly grounded when touching a component or assembly.
● Store reusable ESD-sensitive parts from assemblies in protective packaging or nonconductive foam.
● Use transporters and conveyors made of antistatic belts and roller bushings. Be sure that mechanized
equipment used for moving materials is wired to ground and that proper materials are selected to avoid
static charging. When grounding is not possible, use an ionizer to dissipate electric charges.

Workstation guidelines

Follow these grounding workstation guidelines:

● Cover the workstation with approved static-shielding material.
● Use a wrist strap connected to a properly grounded work surface and use properly grounded tools and
equipment.
● Use conductive field service tools, such as cutters, screw drivers, and vacuums.
● When fixtures must directly contact dissipative surfaces, use fixtures made only of static-safe materials.
● Keep the work area free of nonconductive materials, such as ordinary plastic assembly aids
and Styrofoam.
● Handle ESD-sensitive components, parts, and assemblies by the case or PCM laminate. Handle these
items only at static-free workstations.
● Avoid contact with pins, leads, or circuitry.
● Turn off power and input signals before inserting or removing connectors or test equipment.

30 Chapter 4 Removal and replacement procedures preliminary requirements

Equipment guidelines

Grounding equipment must include either a wrist strap or a foot strap at a grounded workstation.
● When seated, wear a wrist strap connected to a grounded system. Wrist straps are flexible straps with a
minimum of one megohm ±10% resistance in the ground cords. To provide proper ground, wear a strap
snugly against the skin at all times. On grounded mats with banana-plug connectors, use alligator clips
to connect a wrist strap.
● When standing, use foot straps and a grounded floor mat. Foot straps (heel, toe, or boot straps) can be
used at standing workstations and are compatible with most types of shoes or boots. On conductive
floors or dissipative floor mats, use foot straps on both feet with a minimum of one megohm resistance
between the operator and ground. To be effective, the conductive must be worn in contact with the skin.
The following grounding equipment is recommended to prevent electrostatic damage:
● Antistatic tape
● Antistatic smocks, aprons, and sleeve protectors
● Conductive bins and other assembly or soldering aids
● Nonconductive foam
● Conductive tabletop workstations with ground cords of one megohm resistance
● Static-dissipative tables or floor mats with hard ties to the ground
● Field service kits
● Static awareness labels
● Material-handling packages
● Nonconductive plastic bags, tubes, or boxes
● Metal tote boxes
● Electrostatic voltage levels and protective materials
The following table lists the shielding protection provided by antistatic bags and floor mats.

Material Use Voltage protection level

Antistatic plastics Bags 1,500 V

Carbon-loaded plastic Floor mats 7,500 V

Metallized laminate Floor mats 5,000 V

Grounding guidelines 31
 5 Removal and replacement procedures for
Authorized Service Provider parts

CAUTION: Components described in this chapter should only be accessed by an authorized service provider.
Accessing these parts can damage the computer or void the warranty.

Component replacement procedures

This chapter provides removal and replacement procedures for Authorized Service Provider only parts.
There are as many as 75 screws that must be removed, replaced, and/or loosened when servicing the
computer. Make special note of each screw size and location during removal and replacement.

Display subcomponents (bezel, panel, camera)

NOTE: Touch display assemblies are spared as whole unit assemblies only. Non-touch display assemblies
are spared at the subcomponent level and as whole unit assemblies.

This section illustrates how to remove the display bezel, display panel, and camera module without removing
the display from the computer. The Display assembly on page 65 section illustrates removing all display
subcomponents.

Description Spare part number

Display assembly, non-touch, UHD, UWVA, without camera 921059-001

Display assembly, non-touch, UHD, UWVA, with camera 921060-001

Display assembly, touch screen, FHD, UWVA, with camera 921058-001

To remove the display assembly subcomponents, 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.
Remove the display assembly subcomponents:
1. Open the computer as far as it will open.
2. If it is necessary to replace the display bezel:
a. Flex the inside edges of the top edge (1), the left and right sides (2), and the bottom edge (3) of
the display bezel until the bezel disengages from the display enclosure.

32 Chapter 5 Removal and replacement procedures for Authorized Service Provider parts
 b. Remove the display bezel.
The display bezel is available using the following spare part numbers:
848241-001: Models without a camera
850154-001: Models with a camera

3. If it is necessary to replace the display panel:

a. Remove the four Phillips PM2.0×3.0 screws that secure the display panel to the display enclosure.

Component replacement procedures 33

 CAUTION: Make sure the work surface is clear of tools, screws, and any other foreign objects.
Failure to follow this caution can result in damage to the display panel.

b. Lift the top edge of the display panel (1) and swing it up and forward until it rests upside down in
front of the display enclosure.
c. Release the adhesive strip that secures the display panel cable connector to the rear of the
display panel, and then disconnect the display panel cable from the display panel (2).
d. Remove the display panel from the computer (3).
The display panel is available using the following spare part numbers:
SVA panel with display cable: 936518-001
UWVA panel with display cable: 936519-001
SVA panel without display cable: 819354-004
UWVA panel without display cable: 819355-005

4. If it is necessary to replace the camera/microphone module or microphone module:

CAUTION: Handle the camera/microphone module and microphone module with caution. These
modules have a thin profile and are susceptible to damage when not handled carefully.

a. Detach the camera/microphone module (1) from the display enclosure. (The camera/microphone
module is attached to the display enclosure with double-sided adhesive.)
b. Disconnect the camera/microphone module cable (2) from the module.

34 Chapter 5 Removal and replacement procedures for Authorized Service Provider parts
 c. Remove the camera/microphone module (3).
The camera/microphone module is available using spare part number 819336-006. The
microphone module is available using spare part number 854110-001.

Reverse this procedure to reassemble and install the display assembly components.

Component replacement procedures 35

 Bottom cover
Description Spare part number

Bottom cover (includes SSD therrmal pad) 928423-001

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 the power cord from the computer.
3. Disconnect all external devices from the computer.
Remove the bottom cover:
1. Position the computer upside down.
2. Loosen the nine captive Torx screws (1) that secure the bottom cover to the computer.
3. Lift the bottom cover off the computer (2).

Reverse this procedure to install the bottom cover.

36 Chapter 5 Removal and replacement procedures for Authorized Service Provider parts
Battery
Description Spare part number

9-cell, 90-WHr, 2.635-AHr, li-ion battery 808452-002

Before removing the battery, follow these steps:

1. Turn off the computer. If you are unsure whether the computer is off or in Hibernation, turn the
computer on, and then shut it down through the operating system.
2. Disconnect the power from the computer by unplugging the power cord from the computer.
3. Disconnect all external devices from the computer.
4. Remove the bottom cover (see Bottom cover on page 36).
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 down the computer through
Windows before removing the battery.

1. Disconnect the battery cable from the system board (1).

2. Loosen the three Phillips screws (2) that secure the battery to the computer.
3. Remove the battery (3) from the computer.

Reverse this procedure to install the battery.

Component replacement procedures 37

 Memory module
Description Spare part number

Memory module for use in models with Intel Core processors

16-GB 862396-852

8-GB 862398-852

4-GB 862397-852

Memory module for use in models with Xeon Core processors

16-GB 835886-002

8-GB 835887-002

Update BIOS before adding memory modules

Before adding new memory, make sure you update the computer to the latest BIOS.

CAUTION: Failure to update the computer to the latest BIOS prior to installing new memory may result in
various system problems.

To update BIOS:
1. Navigate to www.hp.com.
2. Click Support & Drivers > click Drivers & Software.
3. In the Enter a product name/number box, type the computer model information, and then click Search.
4. Click the link for the computer model.
5. Select the 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 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 36).
5. Disconnect the battery (see Battery on page 37).
The computer includes two double-stacked memory module sockets. Use the following image to determine
the correct order to install memory modules. Memory installation order only matters if there are less than
four SODIMMs.

38 Chapter 5 Removal and replacement procedures for Authorized Service Provider parts
Remove the memory module:
1. Spread the retaining tabs (1) on each side of the memory module slot to release the memory module.
(The memory module tilts up.)
2. Remove the memory module (2) by pulling the module away from the slot at an angle.

Reverse this procedure to install a memory module.

NOTE: Memory modules are notched to prevent incorrect installation.

Component replacement procedures 39

 Solid-state drive (M.2)
Description Spare part number

M.2 solid-state drives (SATA-3, TLC):

● 512-GB, FIPS 921052-001

● 256-GB, TLC 932478-001

● 256-GB, self-encrypting drive (SED), OPAL 2 921053-001

M.2 solid-state drives (Z Turbo, PCI):

● 1-TB, MLC 921057-001

● 512-GB, self-encrypting drive (SED), OPAL 2, TLC 921054-001

● 512-GB, MLC 921056-001

● 256-GB, TLC 921055-001

● 256-GB, MLC 921051-001

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 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 36).
5. Disconnect the battery (see Battery on page 37).
Remove the solid-state drive:
1. Remove the Phillips PM2.0×3.5 screw (1) that secures the solid-state drive to the system board.
2. Remove the solid-state drive (2) by pulling the drive away from the slot at an angle.

Reverse this procedure to install the solid-state drive.

40 Chapter 5 Removal and replacement procedures for Authorized Service Provider parts
WLAN module
Description Spare part number

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

CAUTION: To prevent an unresponsive system, replace the wireless module only with a wireless module
authorized for use in the computer by the governmental agency that regulates wireless devices in your
country or region. If you replace the module and then receive a warning message, remove the module to
restore device functionality, and then contact technical support.

Before removing the WLAN 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 bottom cover (see Bottom cover on page 36).
5. Disconnect the battery (see Battery on page 37).
Remove the WLAN module:
1. Disconnect the WLAN antenna cables (1) from the terminals on the WLAN module.

NOTE: The WLAN antenna cable labeled “1” connects to the WLAN module “Main” terminal labeled “1”.
The WLAN antenna cable labeled “2” connects to the WLAN module “Aux” terminal labeled “2”.

2. Remove the Phillips PM2.0×3.0 screw (2) that secures the WLAN module to the system board. (The
WLAN module tilts up.)

Component replacement procedures 41

 3. Remove the WLAN module (3) by pulling the module away from the slot at an angle.

NOTE: WLAN modules are notched to prevent incorrect installation.

NOTE: If the WLAN antenna cables are not connected to the terminals on the WLAN module, protective
sleeves should be installed on the antenna connectors, as shown in the following illustration.

Reverse this procedure to install the WLAN module.

42 Chapter 5 Removal and replacement procedures for Authorized Service Provider parts
WWAN module
Description Spare part number

HP lt4120 LTE/EVDO/HSPA+ Gobi 4G Mobile Broadband Module 800870-002

Fibocom HP hs3210 WW HSPA+ w/o GPS 918670-852

Huawei HP It4132, LTE/HSPA+ 4G w/GPS M.2 918671-852

CAUTION: To prevent an unresponsive system, replace the wireless module only with a wireless module
authorized for use in the computer by the governmental agency that regulates wireless devices in your
country or region. If you replace the module and then receive a warning message, remove the module to
restore device functionality, and then contact technical support.

Before removing the WWAN 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 bottom cover (see Bottom cover on page 36).
5. Disconnect the battery (see Battery on page 37).
Remove the WWAN module:
1. Disconnect the WWAN antenna cables (1) from the terminals on the WWAN module.

NOTE: The WWAN antenna cable labeled “5” connects to the “Main” terminal labeled “5”. The WWAN
antenna cable labeled “6” connects to the “Aux/GPS” terminal labeled “6”.

2. Remove the Phillips PM2.0×3.25 screw (2) that secures the WWAN module to the system board. (The
WWAN module tilts up.)

Component replacement procedures 43

 3. Remove the WWAN module (3) by pulling the module away from the slot at an angle.

NOTE: WWAN modules are notched to prevent incorrect installation.

NOTE: If the WWAN antenna cables are not connected to the terminals on the WWAN module, protective
sleeves should be installed on the antenna connectors, as shown in the following illustration.

Reverse this procedure to install the WWAN module.

44 Chapter 5 Removal and replacement procedures for Authorized Service Provider parts
Smart card reader
Description Spare part number

Smart card reader (includes cable) 848245-001

The smart card reader bracket is available in the Bracket Kit, spare part number 848232-001.

Before removing the smart card reader, follow these steps:

1. Turn off the computer. If you are unsure whether the computer is off or in Hibernation, turn the
computer on, and then shut it down through the operating system.
2. Disconnect the power from the computer by unplugging the power cord from the computer.
3. Disconnect all external devices from the computer.
4. Remove the bottom cover (see Bottom cover on page 36).
5. Disconnect the battery (see Battery on page 37).
Remove the smart card reader:
1. Release the ZIF connector (1) to which the smart card reader cable is attached, and then disconnect the
smart card reader cable from the system board.

NOTE: The smart card reader system board connector is under the WLAN module.

2. Loosen the four captive Torx screws (2) that secure the smart card reader to the base enclosure.
3. Remove the smart card reader (3).

Reverse this procedure to install the smart card reader and cable.

Component replacement procedures 45

 Hard drive
NOTE: The hard drive spare part kit does not include the hard drive bracket or screws. These components
are included in the Hard Drive Hardware Kit, spare part number 848231-001.

Description Spare part number

Hard drive or solid-state drive

1-TB, solid-state drive 924027-001

1-TB, 5400-rpm, 762990-002

500-GB, 5400-rpm, hybrid 8 GB 732000-002

500-GB, 7200-rpm 703267-002

500-GB, 5400-rpm, FIPS 820572-002

500-GB, 7200-rpm, self-encrypting 820573-002

Before removing the hard drive, follow these steps:

1. Turn off the computer. If you are unsure whether the computer is off or in Hibernation, turn the
computer on, and then shut it down through the operating system.
2. Disconnect the power from the computer by unplugging the power cord from the computer.
3. Disconnect all external devices from the computer.
4. Remove the bottom cover (see Bottom cover on page 36).
5. Disconnect the battery (see Battery on page 37).
6. Remove the smart card reader (see Smart card reader on page 45).
Remove the hard drive:
1. Disconnect the hard drive cable from the system board (1).

46 Chapter 5 Removal and replacement procedures for Authorized Service Provider parts
2. Lift the hard drive from the computer (2).

3. If it is necessary to disassemble the hard drive, perform the following steps:

a. Remove the four Phillips PM3.0×3.0 screws (1) that secure the hard drive bracket to the hard drive.
b. Remove the hard drive bracket from the hard drive (2).
c. Remove the hard drive connector and cable from the hard drive (3).
The hard drive bracket and screws are available in the Hard Drive Hardware Kit, spare part number
848231-001.

Reverse this procedure to install the hard drive.

Component replacement procedures 47

 RTC battery
Description Spare part number

RTC battery (includes cable and double-sided adhesive) 922939-001

Before removing the RTC battery, follow these steps:

1. Turn off the computer. If you are unsure whether the computer is off or in Hibernation, turn the
computer on, and then shut it down through the operating system.
2. Disconnect the power from the computer by unplugging the power cord from the computer.
3. Disconnect all external devices from the computer.
4. Remove the bottom cover (see Bottom cover on page 36).
5. Disconnect the battery (see Battery on page 37).
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 base enclosure
with double-sided adhesive.)

3. Remove the RTC battery and cable.

Reverse this procedure to install the RTC battery.

48 Chapter 5 Removal and replacement procedures for Authorized Service Provider parts
Keyboard
For use in country or region Spare part For use in country or region
number Spare part number

Keyboard with backlight and pointing stick (includes keyboard cable and backlight cable:

The pointing stick cable is available in the Cable Kit using spare part number 848244-001.

For use in Belgium 848311-A41 For use in Northwest Africa 848311-FP1

For use in Brazil 848311-201 For use in Norway 848311-091

For use in Bulgaria 848311-261 For use in Portugal 848311-131

For use in Canada 848311-DB1 For use in Romania 848311-271

For use in the Czech Republic and Slovakia 848311-FL1 For use in Russia 848311-251

For use in Denmark 848311-081 For use in Saudi Arabia 848311-171

For use in France 848311-051 For use in Slovenia 848311-BA1

For use in Germany 848311-041 For use in South Korea 848311-AD1

For use in Greece 848311-151 For use in Spain 848311-071

For use in Hungary 848311-211 For use in Sweden and Finland 848311-B71

For use in Iceland 848311-DD1 For use in Switzerland 848311-BG1

For use in India 848311-D61 For use in Taiwan 848311-AB1

For use in Israel 848311-BB1 For use in Thailand 848311-281

For use in Italy 848311-061 For use in Turkey 848311-141

For use in Japan 848311-291 For use in the United Kingdom 848311-031
and Singapore

For use in Latin America 848311-161 For use in the United States 848311-001

For use in the Netherlands 848311-B31

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 bottom cover (see Bottom cover on page 36).
5. Disconnect the battery (see Battery on page 37).
Remove the keyboard:
1. Remove the two Phillips PM2.0×4.0 screws (1) that secure the keyboard to the computer.

Component replacement procedures 49

 2. Partially open the computer.
3. Rest and secure the computer on its left side.
4. Insert a thin tool into the keyboard release hole near the fan, and then press on the back of the keyboard
until the keyboard disengages from the computer.

5. Turn the computer right-side up, with the front toward you.
6. Open the computer as far as it will open.
7. Swing the rear edge of the keyboard (1) up and forward until it rests upside down on the palm rest.

50 Chapter 5 Removal and replacement procedures for Authorized Service Provider parts
8. Release the zero insertion force (ZIF) connector (2) to which the keyboard cable is attached, and then
disconnect the keyboard cable from the system board (3).
9. Release the ZIF connector (4) to which the pointing stick cable is attached, and then disconnect the
pointing stick cable from the system board (5).
10. Release the ZIF connector (6) to which the backlight cable is attached, and then disconnect the backlight
cable from the system board (7).
11. Remove the keyboard (8).

Reverse this procedure to install the keyboard.

Component replacement procedures 51

 Heat sink assembly
NOTE: Only remove the heat sink from the system board if its removal is required to remove other
components. It is preferred to leave the heat sink connected to the system board when possible to preserve
the thermal materials used between the heat sink and system board. Removal of the heat sink requires
reapplication of this thermal material.
NOTE: The heat sink assembly spare part kit includes replacement thermal material.

Description Spare part number

Heat sink for use only in models with UMA graphics memory 922938-001

Heat sink for use only in models with Nvidia Quadro M1200 and M620 graphics boards 922935-001

Heat sink for use only in models with Nvidia Quadro M2200 graphics boards 922936-001

Heat sink for use only in models with the AMD Radeon Pro graphics board 922937-001

Before removing the heat sink, follow these steps:

1. Turn off the computer. If you are unsure whether the computer is off or in Hibernation, turn the
computer on, and then shut it down through the operating system.
2. Disconnect the power from the computer by unplugging the power cord from the computer.
3. Disconnect all external devices from the computer.
4. Remove the bottom cover (see Bottom cover on page 36).
5. Disconnect the battery (see Battery on page 37).
Remove the heat sink:
1. On models with discrete graphics memory:
a. Following the sequence stamped into the processor heat sink, loosen the eight Phillips captive
screws (1) that secure the processor heat sink to the system board.

52 Chapter 5 Removal and replacement procedures for Authorized Service Provider parts
 b. Remove the heat sink (2).

NOTE: Due to the adhesive quality of the thermal material located between the heat sink
assembly and the system board components, it may be necessary to move the heat sink assembly
from side to side to detach it.

2. On models with UMA graphics memory:

a. Following the sequence stamped into the processor heat sink, loosen the four Phillips captive
screws (1) that secure the heat sink to the system board.

Component replacement procedures 53

 b. Remove the heat sink (2).

NOTE: Due to the adhesive quality of the thermal material located between the heat sink
assembly and the system board components, it may be necessary to move the heat sink assembly
from side to side to detach it.

NOTE: The thermal material must be thoroughly cleaned from the surfaces of the heat sink assembly and
the system board components each time the heat sink assembly is removed. Replacement thermal material is
included with the heat sink assembly, processor, and system board spare part kits.

● On models with discrete graphics memory, thermal pads are used on the processor (1) and the graphics
board (3) and the heat sink sections (2) and (4), respectively, that service them

54 Chapter 5 Removal and replacement procedures for Authorized Service Provider parts
● On models with UMA graphics memory, thermal pads are used on the processor (1) and the heat sink
section (2) that services it

Reverse this procedure to install the heat sink assembly.

Component replacement procedures 55

 Graphics board
NOTE: The graphics board spare part kit includes replacement thermal material.

Description Spare part number

NVIDIA Quadro M2200 graphics board 924955-001

NVIDIA Quadro M1200 graphics board 924954-001

NVIDIA Quadro M620 graphics board 924953-001

AMD Radeon Pro WX 4150 924956-001

Before removing the graphics board, follow these steps:

1. Turn off the computer. If you are unsure whether the computer is off or in Hibernation, turn the
computer on, and then shut it down through the operating system.
2. Disconnect the power 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 36).
5. Disconnect the battery (see Battery on page 37).
6. Remove the heat sink (see Heat sink assembly on page 52).
Remove the graphics board:
1. Remove the two Torx T8M3.0×5.5 screws (1) that secure the graphics board to the system board.
2. Lift the edge of graphics board upward until it sits at an angle (2), and then remove the board from the
socket (3).

Reverse this procedure to install the graphics board.

56 Chapter 5 Removal and replacement procedures for Authorized Service Provider parts
Speakers
Description Spare part number

Speakers (includes cable) 848233-001

Before removing the speakers, follow these steps:

1. Turn off the computer. If you are unsure whether the computer is off or in Hibernation, turn the
computer on, and then shut it down through the operating system.
2. Disconnect the power from the computer by unplugging the power cord from the computer.
3. Disconnect all external devices from the computer.
4. Remove the bottom cover (see Bottom cover on page 36).
5. Remove the battery (see Battery on page 37).
Remove the speakers:
1. Disconnect the speaker cable (1) from the system board.
2. Remove the three Phillips PM2.5×5.0 screws (2) that secure the speakers to the base enclosure.
3. Remove the cable from the clips built into the chassis (3), and then remove the speakers (4).

Reverse this procedure to install the speakers.

Component replacement procedures 57

 TouchPad module
Description Spare part number

TouchPad module 850944-001

The TouchPad module cable is available in the Cable Kit using spare part number 848244-001.

Before removing the TouchPad 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 bottom cover (see Bottom cover on page 36).
5. Disconnect the battery (see Battery on page 37).
6. Remove the left speaker (see Speakers on page 57).
Remove the TouchPad module:
1. Disconnect the TouchPad cable from the TouchPad board (1).
2. Remove the four Phillips PM2.5×3.0 screws (2) that secure the TouchPad module to the top cover.
3. Pull the TouchPad out from under the lip near the system board (3).
4. Remove the TouchPad module (4) and cable

Reverse this procedure to install the TouchPad module.

58 Chapter 5 Removal and replacement procedures for Authorized Service Provider parts
LED board
Description Spare part number

LED board (includes cable) 848246-001

Before removing the LED 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 external devices from the computer.
4. Remove the bottom cover (see Bottom cover on page 36).
5. Remove the battery (see Battery on page 37).
Remove the LED board:
1. Disconnect the LED board from the system board (1).
2. Lift to release the LED board cable from the adhesive that secures it to the computer (2).
3. Remove the Phillips PM2.5×3.0 screw (3) that secures the LED board to the computer.
4. Remove the LED board and cable from the computer (4).

Reverse this procedure to install the LED board.

Component replacement procedures 59

 Fans
Description Spare part number

Fan for use over the processor 848251-001

Fan for use over the graphics card 848252-001

Before removing the fan, follow these steps:

1. Turn off the computer. If you are unsure whether the computer is off or in Hibernation, turn the
computer on, and then shut it down through the operating system.
2. Disconnect the power from the computer by unplugging the power cord from the computer.
3. Disconnect all external devices from the computer.
4. Remove the bottom cover (see Bottom cover on page 36).
5. Disconnect the battery (see Battery on page 37).
Remove the fans:
▲ To remove the fans:
a. Remove the display cable from the clips in the left fan (1).
b. Remove the antenna cables from the clips in the right fan (2).
c. Disconnect the fan cables from the system board (3).
d. Loosen the two captive Phillips screws that secure each fan to the computer (4).
e. Remove the fans (5).

Reverse this procedure to install the fans.

60 Chapter 5 Removal and replacement procedures for Authorized Service Provider parts
Fingerprint reader board
Description Spare part number

Fingerprint reader board (includes cable) 850151-001

The fingerprint reader bracket is available in the Bracket Kit, spare part number 848232-001.

Before removing the fingerprint reader 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 external devices from the computer.
4. Remove the bottom cover (see Bottom cover on page 36).
5. Remove the battery (see Battery on page 37).
6. Remove the solid-state drive (see Solid-state drive (M.2) on page 40).
7. Remove the smart card reader (see Smart card reader on page 45).
8. Remove the hard drive (see Hard drive on page 46).
9. Remove the WLAN module (see WLAN module on page 41).
Remove the fingerprint reader board:
1. Turn the top cover upside down with the front toward you.
2. Remove the Phillips PM2.0×2.0 screw (1) that secures the fingerprint reader board and bracket to the
top cover.
3. Lift the fingerprint reader board bracket off the fingerprint reader board (2).
The fingerprint reader board bracket is available in the Bracket Kit, spare part number 848232-001.
4. Detach the fingerprint reader board cable (3) from the system board.

Component replacement procedures 61

 5. The fingerprint reader board cable is attached to the top cover with double-sided adhesive. Use a tool to
pry the fingerprint reader board up (4), and then remove the board and cable.

Reverse this procedure to install the fingerprint reader board.

System board
NOTE: The system board spare part kit includes replacement thermal material.
All system boards use the following part numbers:
xxxxxx-001: Windows 7 or non-Windows operating systems
xxxxxx-601: Windows 10 operating system

Description Spare part number

System board, equipped with an Intel Core i7-7820HQ processor 921048-xxx

System board, equipped with an Intel Core i7-7700HQ processor 921047-xxx

System board, equipped with an Intel Core i7-7440HQ processor 921046-xxx

System board, equipped with an Intel Core i7-7300HQ processor 921045-xxx

System board, equipped with an Xeon E3-1535M processor 921050-xxx

System board, equipped with an Xeon E3-1505M processor 921049-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 external devices from the computer.

62 Chapter 5 Removal and replacement procedures for Authorized Service Provider parts
4. Remove the bottom cover (see Bottom cover on page 36).
5. Remove the battery (see Battery on page 37).
6. Remove the hard drive (see Hard drive on page 46).
7. Remove the keyboard (see Keyboard on page 49).
8. Remove the fans (see Fans on page 60).
9. Remove the smart card reader (see Smart card reader on page 45).

NOTE: When replacing the system board, be sure that the following components are removed from the
defective system board and installed on the replacement system board:

● Solid-state drive (see Solid-state drive (M.2) on page 40)

● WLAN module (see WLAN module on page 41)
● WWAN module (see WWAN module on page 43)
● Memory modules (see Memory module on page 38)
● Graphics board (see Graphics board on page 56)
Remove the system board:
1. Remove the two Phillips PM2.0×3.0 screws from the bracket atop the display connector (1), and then
remove the bracket (2).
2. Disconnect the display cable (3).
3. Disconnect the remaining cables from the system board:
(4) Fingerprint reader cable
(5) TouchPad cable
(6) RTC battery cable
(7) Speaker cable
(8) LED board cable

Component replacement procedures 63

 4. Remove the two Phillips PM2.5×7.0 screws (1) from the VGA bracket, and then remove the bracket (2).
5. Remove the three Phillips PM2.5×7.0 screws (3) from the USB-C bracket, and then remove the bracket
(4).

6. Remove the four Phillips PM2.5×5.0 screws (1) that secure the system board to the computer.
7. Lift up on the left side of the system board (2) until it rests at an angle.
8. Remove the system board (3) by sliding it up and to the left.

Reverse this procedure to install the system board.

64 Chapter 5 Removal and replacement procedures for Authorized Service Provider parts
Display assembly
NOTE: Touch display assemblies are spared as a whole unit assemblies only. Non-touch display assemblies
are spared at the subcomponent level and as whole units.

To remove the display assembly and non-touch display subcomponents, follow these steps:
1. Turn off the computer. If you are unsure whether the computer is off or in Hibernation, turn the
computer on, and then shut it down through the operating system.
2. Disconnect the power from the computer by unplugging the power cord from the computer.
3. Disconnect all external devices from the computer.
4. Remove the bottom cover (see Bottom cover on page 36).
5. Disconnect the battery (see Battery on page 37).
Remove the display assembly:
1. Close the computer.
2. Position the computer upside down.
3. Remove the antenna cables from the clips in the graphics card fan (1) and disconnect the antenna cables
from the WLAN module (2).
4. Remove the two Phillips PM2.0×3.0 screws (3) that secure bracket atop the display panel cable on the
system board.
5. Remove the display panel cable bracket (4).
The display panel cable bracket is included in the Bracket Kit, spare part number 848232-001.
6. Remove the display cable from the side of the processor fan and disconnect the cable (5) from the
system board.

7. Open the computer with the display at a 90 degree angle as shown in the following image.
8. Remove the six Phillips PM2.5×7.0 screws (1) that secure the hinges to the computer.

Component replacement procedures 65

 9. Open the display all as far as possible (2).
10. Separate the display from the computer (3).

11. If it is necessary to replace the display assembly subcomponents:

a. Flex the inside edges of the top edge (1), the left and right sides (2), and the bottom edge (3) of
the display bezel until the bezel disengages from the display enclosure.

66 Chapter 5 Removal and replacement procedures for Authorized Service Provider parts
 b. Remove the display bezel.
The display bezel is available using the following spare part numbers:
848241-001: Models without a camera
850154-001: Models with a camera

NOTE: The display assembly will not be connected to the computer as shown in the following
image.

12. If it is necessary to replace the display panel:

a. Remove the four Phillips PM2.0×3.0 screws that secure the display panel to the display enclosure.

NOTE: The display assembly will not be connected to the computer as shown in the following
image.

Component replacement procedures 67

 CAUTION: Before turning the display panel upside down, make sure the work surface is clear of
tools, screws, and any other foreign objects. Failure to follow this caution can result in damage to
the display panel.

b. Lift the top edge of the display panel (1) and swing it up and forward until it rests upside down in
front of the display enclosure.
c. Release the adhesive strip that secures the display panel cable connector to the rear of the
display panel, and then disconnect the display panel cable from the display panel (2).

68 Chapter 5 Removal and replacement procedures for Authorized Service Provider parts
 d. Remove the display panel from the display enclosure (3).

NOTE: The display assembly will not be connected to the computer as shown in the following
image.

e. Remove the display panel.

The display panel is available using the following spare part numbers:
SVA panel with display cable: 936518-001
UWVA panel with display cable: 936519-001
SVA panel without display cable: 819354-004
UWVA panel without display cable: 819355-005
13. If it is necessary to replace the camera/microphone module or microphone module:

CAUTION: Handle the camera/microphone module and microphone module with caution. These
modules have a thin profile and are susceptible to damage when not handled carefully.

a. Detach the camera/microphone module (1) from the display enclosure. (The camera/microphone
module is attached to the display enclosure with adhesive.)
b. Disconnect the cable (2) from the camera/microphone module.

Component replacement procedures 69

 c. Remove the camera/microphone module (3) from the display enclosure.

d. Remove the camera/microphone module.

The camera/microphone module is available using spare part number 819336-006. The
microphone module is available using spare part number 854110-001.
14. If it is necessary to replace the display hinges:
a. Remove the display cable from the left hinge (1).
b. Remove the antenna cables from the right hinge (2).
c. Remove the eight Phillips PM2.5×2.5 screws (3), and then remove the display hinges from the
enclosure.
The display hinges are available using spare part number 848242-001 and include the left and
right hinges.

15. If it is necessary to replace the display/camera cable:

70 Chapter 5 Removal and replacement procedures for Authorized Service Provider parts
 a. Remove the cable from under the tape on the left side of the display enclosure (1).
b. Remove the display/camera cable from the enclosure (2).
The display/camera cable is available using spare part number 848253-001.

16. If it is necessary to replace the WLAN antennas, release the WLAN antenna cables from the routing
channels built into the display enclosure (1), and then lift the cables from the display enclosure (2).
The WLAN antennas are available using spare part number 848228-001

Component replacement procedures 71

 17. If it is necessary to replace the WWAN antennas, release the WWAN antenna cables from the routing
channels built into the display enclosure (1), and then lift the cables from the display enclosure (2).
The WWAN antennas are available using spare part number 848229-001

Reverse this procedure to reassemble and install the display assembly.

72 Chapter 5 Removal and replacement procedures for Authorized Service Provider parts
Lock bracket
Before removing the lock bracket, follow these steps:
1. Turn off the computer. If you are unsure whether the computer is off or in Hibernation, turn the
computer on, and then shut it down through the operating system.
2. Disconnect the power from the computer by unplugging the power cord from the computer.
3. Disconnect all external devices from the computer.
4. Remove the bottom cover (see Bottom cover on page 36).
5. Disconnect the battery (see Battery on page 37).
6. Disconnect the display assembly (see Display assembly on page 65).
Remove the lock bracket:
1. Remove the Phillips PM2.5×5.0 screw (1) that secures the lock bracket to the base enclosure.
2. Remove the bracket (2).

Reverse this procedure to install the lock bracket.

Component replacement procedures 73

 6 Troubleshooting guide

This chapter is primarily focused on troubleshooting HP Mobile Workstations and HP Notebooks. The
information is provided so that you can solve problems yourself or at least narrow down what may be causing
the problem. Based on some of the most common symptoms, this chapter helps to identify logical steps and
available resources or tools for resolving an issue. HP recommends that you follow the instructions carefully,
observe safety precautions, and note any observations or results. Capturing this information may help
identify and resolve the problem faster.

WARNING! To reduce the risk of electric shock or damage to the equipment:

● Do not disable the power cord grounding plug. The grounding plug is an important safety feature.
● Plug the power cord into a grounded (earthed) outlet that is easily accessible at all times.
● Disconnect power from the equipment by unplugging the power cord from the AC outlet.
● Before disassembling 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 accumulated electrostatic charge is discharged from your body to
the ground.
● Create a common ground for the equipment you are working on by connecting the static-free mat, static
strap, and peripheral units to that piece of equipment.
● Refer to the Electrostatic Discharge Section of the Maintenance & Service Guide for more information.
CAUTION: The computer includes customer self-repair parts and parts that should only be accessed by an
authorized service provider. See the chapter titled "Removal and replacement procedures for Customer Self-
Repair parts," for details. Accessing parts described in the chapter titled "Removal and replacement
procedures for authorized service provider only parts" can damage the computer or void the computer
warranty.

74 Chapter 6 Troubleshooting guide

Resources
HP Resource Tool Description Link

HP Elite Support Provides live HP Premium support (available 24/7) to http://www8.hp.com/us/en/ads/elite-

Elite computers. products/overview.html

HP Support Center Provides important support, such as warranty, http://h20565.www2.hp.com/portal/site/

support cases, drivers, Customer Advisories, hpsc
Customer and Security Bulletins, and Product Change
Notices.

HP Troubleshooting Support page Provides troubleshooting information for your http://www8.hp.com/us/en/

specific HP computer. troubleshooting.html

Troubleshooting Problems with Provides troubleshooting information for HP docking http://support.hp.com/us-en/document/

Docking Stations stations. 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) Provides navigable content intended for use by http://sawpro.atlanta.hp.com/km/saw/
(Available for technicians and internal and outsourced call center staff and can be a home.do
Business Partners only) resource for support and product division
professionals.

Vendors’ web sites Provide additional information for associated http://www.intel.com/

components such as Intel (processor, WLAN), content/www/us/en/homepage.html
Microsoft (Windows 7/8/10), AMD/NVidia (GPU), and
so on. 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 5. Remove or uninstall recently 8. Hard reset on page 89 Verify solution
on page 76 added hardware, software on page 93
on page 79 9. Soft reset (Default Settings)
2. Examine the environment on page 90
on page 78 6. HP Hardware Diagnostics and
Tools on page 80 10. Reseat cables and connections
3. Perform a visual inspection on page 90
of hardware on page 79 7. Status lights, blinking light
codes, troubleshooting lights, 11. Test with minimum configuration
4. Update BIOS and drivers and POST error messages on page 91
on page 79 on page 84

Resources 75
 Table 6-1 Troubleshooting methodology and general troubleshooting steps

Identify issue Analyze issue Resolve issue Verify solution

12. Test with verified working

configuration (hardware and/or operating
system) on page 92

13. Replace the system board on page 92

Identify the issue

1. Understand the issue

It is important to understand the issue that occurred, including related symptoms. It helps to understand the
basic computer boot-up sequence as well as the failure itself. The boot-up sequence and associated failures
are described below.

Boot up sequence

The computer performs several steps after you press the power button or restart the computer.
It is important to understand where in the boot-up sequence the symptoms occur. The following table lists
the phases of the boot-up sequence and explains the symptoms that may occur in each phase. For example, a
blue screen error (BSOD) often occurs during the performance phase.
Table 6-2 Boot-up sequence

Item Description

Power-on After power button is pressed, the computer boots after all internal power rails (i.e., 5V, 3.3V) are stable.

Confirm 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 95.

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 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 System boots to operating system, and Windows logo screen appears..
(operating system)
Common issues: hangs (lock up/freezes), blue screen, video distorted, driver conflict, slow performance,
display issue (dead pixel), I/O issue (no speaker sound), wireless/audio unavailable, noise.

See Analyze the issue on page 79 table below for detailed troubleshooting information).

Failure classification

Failure classification is a breakdown of different types of failures and symptoms that could occur during the
boot-up sequence. Table 3 and table 4 represent the failure classification for common notebook failures.
Table 3 categorizes failures by the boot-up sequence.

76 Chapter 6 Troubleshooting guide

 1. Power-on: Common issues are No Power, Recycle/Reboot, etc.
2. POST: Common issues are No Boot (have power), Light Flash or Diagnostics Error.
3. Performance: Common issues are Intermittent Loss of Power, Blue Screen, Hang, etc. In many cases,
issues may be identified and associated with a particular hardware (i.e., display, storage).
Table 4 categorizes failures by hardware.
4. Display
5. I/O devices (Input/Output)
6. Storage
7. Mechanical
A single symptom can be listed under different groups. For example, No Video can belong to (1) Power-on or
(4) Display; but Flickering when powered should be listed in (4) Display. Or, in another example, a blue screen
can be caused by a driver conflict in Performance (4), but it can also be caused by a defective hard drive under
(6) Storage. Therefore, failures that share similar symptoms are noted..
If possible, make a record of the failure symptom, the phase of the boot-up sequence where the failure
occurs, and the most likely location in the failure tree (Table 6-3 Failure classification by boot-up sequence
on page 77 and Table 6-4 Failure classification by hardware devices and mechanical on page 78). This will
help isolate the 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 Bluetooth issue can be classified under “I/O Device” if needed.

Failure classification by boot-up sequence

Table 6-3 Failure classification by boot-up sequence

1. Power-on 2. POST 3. Performance

1. No Power on page 95 1. No video (with power) 1. Intermittent shutdown on page 105a

on page 101
2. Intermittent power-on, shutdown, 2. Blue screen (BSOD) error on page 131b
reboot on page 97a 2. Blinking lights on page 102
3. Freeze at Windows Logo (hang/lockup)
3. AC adapter issue on page 98 3. Diagnostics error messages on page 108
on page 103
4. Battery not recognized, not charging 4. Electromagnetic Interference (EMI)
on page 99 4. BIOS password on page 104 on page 109

5. Battery discharges too fast 5. No wake up on page 110

on page 100
6. Unresponsive on page 111
6. Burnt smell on page 101
7. Slow performance on page 111c

8. HP Smart Adapter warning message

on page 112

9. Incorrect time and date on page 112

a,b,c
similar symptoms

General troubleshooting steps 77

 Failure classification by hardware devices and mechanical

Table 6-4 Failure classification by hardware devices and mechanical

4. Display 5. I/O devices 6. Storage 7. Mechanical

1. Display anomalies 1. Keyboard on page 119 1. Hard drive/solid-state 1. Fan error message - 90B
on page 113 drive not recognized on page 133
2. Keyboard point stick on page 130
2. Dead pixel on page 115 on page 120 2. Noise (sound)
2. No boot to operating on page 134
3. No video (internal) 3. Keyboard backlight system (no read/write
on page 115d on page 120 error) on page 130 3. Fan runs constantly
on page 135
4. No video (external) 4. TouchPad on page 121 3. Read-write error
on page 116d on page 131 4. HP Thermal Monitor
5. Network Connectivity on page 83
5. DisplayPort/VGA Ethernet (RJ-45 jack) 4. Slow performance
on page 116 on page 121 on page 111c 5. Stuck power button
on page 137
6. HDMI on page 116 6. Network connectivity 5. Blue screen (BSOD) error
wireless (WLAN) on page 131b
7. No or bad external video on page 122
via docking on page 117 6. Noisy hard drive
7. WWAN on page 123 on page 132
8. Incorrect or missing color/
distorted image 8. USB on page 124
on page 117
9. Smart card reader
9. Touch screen on page 125
on page 118
10. Speaker, headphone -
audio issues on page 126

11. Thunderbolt (TB)

on page 127

12. Thunderbolt 3 dock

on page 128

b,c,d
similar symptoms

2. Examine the environment

It is important to examine the computer’s environment. If you can quickly identify the cause of the issue,
fewer resolution steps may be needed. Perform the following environment inspections:
● Check all cables and connections to be sure that there are no loose connections.
● Confirm that power sources are good, such as wall power type/adapter (110V/220V ac), power strip. Test
with a verified working AC outlet.
● Check for compatibility issues between the computer and third-party devices, peripherals, noncertified
devices, incompatible hardware (i.e., Mac OS device). Incompatibility can result in blue screen errors,
improper operation, and so on.
● Isolate the computer from sources of electromagnetic interference (EMI), such as cell phones, 2-way
radios, floor mats, fans (and other electronic motors). EMI may contribute to a display freeze issue or
lock-up.

78 Chapter 6 Troubleshooting guide

3. Perform a visual inspection of hardware
It is important to do a visual inspection of the hardware itself. Perform physical inspection of the computer:
● Look for abnormalities such as a cracked display, dented battery, broken latches for battery bay,
keyboard key caps popped out, dust over connectors, liquid spill over keyboard, etc.
● Look for signs of drop, movement, or vibration that may cause internal and external loose connections.

4. Update BIOS and drivers

IMPORTANT: Whenever possible, update to the latest BIOS, firmware, and drivers before troubleshooting.
Note that some customer company policies prohibit updates. Check your company policy before taking action.

The updates may include fixes for your computer issues, and they may also enhance system performance. HP
continually improves the update process to make it easier. The BIOS update can be done locally through a
manual process, through an automatic installation, or through a remote installation on multiple units.

Manually updating BIOS and drivers

● See the Computer Setup chapters to manually update BIOS and drivers.
● Refer to specific BIOS update installation instructions that accompany the download.

Remotely deploying BIOS and drivers

Instead of manually searching for and downloading each SoftPaq, users 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 the issue

5. Remove or uninstall recently added hardware, software

HP has designed this computer and validated it using a full-range hardware and software qualification matrix.
If an issue appears to have started recently, it may be related to the recent addition of hardware or software.
A good method to determine the root cause is to remove recently added components or uninstall applications
one at a time and restart the computer when necessary.

IMPORTANT: After you have completed the process of uninstalling hardware or software and are ready to
reinstall, when installing a new device be sure that it is seated properly and all cables are correctly connected.
After installing the device, restart the computer and make sure the new device is powered on. In addition, if
the new device is a root cause of a problem, it could cause a conflict in drivers or incompatibility issues with
other programs installed. For any new hardware you have added, be sure to install the latest drivers available
from the device vendor website.

General troubleshooting steps 79

 6. HP Hardware Diagnostics and Tools
HP offers different diagnostics and tools to diagnose hardware failure. This section describes how to use
some of these tools. Make sure to check for the latest versions before use.

HP PC Hardware Diagnostics (UEFI)

HP PC Hardware Diagnostics is a Unified Extensible Firmware Interface (UEFI) that allows you to run diagnostic
tests to determine whether the computer hardware is functioning properly. The HP PC Hardware Diagnostics
(UEFI) tool is built within BIOS (basic memory and hard drive diagnostics only), or within new hard drives
themselves. These drives contain more advanced versions of the diagnostic tool than the BIOS-based version.
In addition, for HP authorized service partners and IT professionals who need to support a mixed environment
of older and newer HP/Compaq PCs, the 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 is a diagnostic tool that supports 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).
The tool has three major functions:
● System Tests - Check the computer’s hardware to assure everything is functioning properly. If your
system won’t boot into Windows, try the Quick System Test. For more comprehensive testing, use the
Extensive System Test option. If the System Test did not detect a hardware problem, continue with the
Component Tests.
● Component Tests – Focus on selected hardware components in your computer.
● Firmware Management – Update your computer’s BIOS to the latest version (available separately) or roll
back to a previous version.
To start HP PC Hardware Diagnostics (UEFI):
1. Turn on or restart the computer, quickly press the esc button on the computer, and then press F2. The
BIOS searches three places for the diagnostic tools, in the following order:
a. Connected USB drive
b. Hard drive
c. BIOS

80 Chapter 6 Troubleshooting guide

2. When the diagnostic tool opens, use the keyboard arrow keys to select the type of diagnostic test you
want to run, and then follow the on-screen instructions.
Screen shot appearance may vary.

NOTE: Users should utilize this tool, especially when the computer cannot boot to Windows.
NOTE: If a component fails a test, write down the information so it is available when contacting support.
The information is also available in Test Logs on the Main Menu.

For more information, see the chapter titled “Using HP PC Hardware Diagnostics (UEFI).”

General troubleshooting steps 81

 HP Support Assistant (HPSA)

HP Support Assistant (HPSA) helps you maintain peak performance and resolve problems through automatic
updates, built-in diagnostics, and a variety of assistance options. HPSA is preinstalled on every new HP PC
with Windows 7, Windows 8, or Windows 10. HP is continually improving this tool. Please verify the latest
version is installed to receive the most benefit. For more information, see 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. See example screen shots as follows.

82 Chapter 6 Troubleshooting guide

HP BIOS Configuration Utility (BCU)

HP BCU is a free utility that captures the BIOS settings and their values. This tool provides a text file of the
computer’s BIOS configuration. This can help identify any settings that may be contributing to an issue.
In some cases, it may help to compare this BIOS text file to the default settings of the computer.
For more information, see the HP BIOS Configuration Utility (BCU) User guide at http://ftp.hp.com/pub/caps-
softpaq/cmit/whitepapers/BIOS_Configuration_Utility_User_Guide.pdf.

NOTE: HP recommends that you reset BIOS before trying BCU. Resetting the BIOS is always available and
relatively quick to try, whereas BCU takes extra time and effort.

HP Image Diagnostic Tool

Available to HP Authorized Support Partners (ASPs) and users from the HP public ftp site at
ftp://ftp.hp.com/pub/idr/ImageDiags/, this tool collects information about the current state of the computer,
including product serial number, platform and BIOS information, and information about user-installed
software and hardware components. HP encourages you to review the report before sending it to support.
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 processor, GPU, ACPI thermal zones, hard drive, and battery. The tool reads the
temperatures of the components, logs the data, and helps to determine whether the computer would
overheat in the event of thermal shutdown, fan spinning loud, etc.

Non HP diagnostics tools

Windows-to-Go USB
Windows-To-Go USB is a Microsoft-based tool for Enterprise editions of Windows that can help in
troubleshooting. You can find a process online about how to create a live Windows USB drive. For more
information, see https://technet.microsoft.com/en-us/library/hh831833.aspx.
Intel Processor Diagnostic Tool
Determine what processor is in your computer and verify the processor operating frequency. The tool also
tests specific processor features and performs a stress test on the processor. For more information, see
http://www.intel.com/support/processors/sb/CS-031726.htm?iid=subhdr+tools_procdiagtool.

General troubleshooting steps 83

 7. Status lights, blinking light codes, troubleshooting lights, and POST error messages
Carefully observe any behavior the computer may be exhibiting: status lights, blinking lights, and POST error
messages during boot. It is important to understand what these indicators mean.

Status lights

See the chapter titled “External Component Identification” for light locations. The following table describes
basic lights on the computer.

Component Description

Power button When the computer is off, press the button to turn on the computer.

When the computer is on, press the button briefly to initiate Sleep (Windows) or Suspend
(Linux).

When the computer is in the Sleep state, press the button briefly to exit Sleep (Windows) or
Suspend (Linux).

When the computer is in Hibernation, press the button briefly to exit Hibernation.

CAUTION: Pressing and holding down the power button results in the loss of unsaved
information.

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 is connected to external power and the battery is charged from 0 to 90
percent.

Blinking amber: A battery that is the only available power source has reached a low battery
level. When the battery reaches a critical battery level, the battery light begins blinking
rapidly. By default, the critical battery level is defined in Power Options as 5%.

Off: The battery is fully charged.

Front hard drive light Blinking white: The hard drive is being accessed.

Amber: HP 3D DriveGuard has temporarily parked the hard drive.

Rear AC adapter light White: The computer is connected to external power.

Off: The computer is not connected to external power.

84 Chapter 6 Troubleshooting guide

Interpreting system validation diagnostic front panel LEDs and audible codes

During the system validation phase that occurs at system startup, the BIOS validates the functionality of the
following subsystems and conditions:
● AC adapter
● System board power
● Processor failure
● BIOS corruption
● Memory failure
● Graphics failure
● System board failure
● BIOS authentication failure
If an error is detected, specific patterns of long and short blinks, accompanied by long and short beeps (where
applicable) are used to identify the error. These patterns will make up a two part code:
● Major – the category of the error
● Minor – the specific error within the category

NOTE: Single beep/blink codes are not used.

Number of long 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 is unplugged or the power button is pressed.

NOTE: Not all diagnostic lights and audible codes are available on all models.

The red LED blinks to represent the major error category (long blinks). The white LED blinks to represent the
minor error category (short blinks). For example, ‘2.3’ indicates 2 long red blinks and 3 short white blinks to
communicate the processor is not detected. CAP/NUM Blink = 2 indicates CAP/NUM will blink 2 cycles, each
cycle has one 2.3 sequence.

General troubleshooting steps 85

 Major/ Caps
Component minor Lock/Num
tested code Error condition Lock LED Action

BIOS 2.2 The main area (DXE) of BIOS has CAP/NUM Blink Contact service for system board replacement.
become corrupted and there is no =2
recovery binary image available

2.3 The embedded controller policy CAP/NUM Blink Perform SureStart manual recovery if boot
requires the user to enter a key =8 block: Up Arrow + Down Arrow + ESC.
sequence (SureStart 2.0)

2.4 The embedded controller is Battery LED Wait for DXE recovery to complete.
recovering the boot block or DXE. White and
Amber
blinking

Hardware 3.2 The embedded controller has timed CAP/NUM Blink Reseat the memory modules. If the issue
out waiting for BIOS to return from =3 persists, try replacing the memory modules.
memory initialization Possible RAM or system board failure.

3.3 The embedded controller has timed CAP/NUM Blink If the system has an MXM module, try a
out waiting for BIOS to return from =4 different MXM module. Otherwise, the board
graphics initialization most likely needs to be replaced.

3.4 The system board displays a power CAP/NUM Blink Check power cable connections, or verify that
failure (crowbar) =5 any external power adapter has sufficient
capacity for system.

System board 5.2 The embedded controller cannot find CAP/NUM Blink Contact service for system board replacement.
valid firmware = 7 (2 BB
failure)
Battery LED
Blinking = 1 Hz
(3 B failure)

5.3 The embedded controller has timed CAP/NUM Blink Contact service for system board replacement.
out waiting for the BIOS =1

POST error messages

The 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 key Post Error messages. For more detailed information, see POST Error
Messages and User Actions on page 140.

86 Chapter 6 Troubleshooting guide

Table 6-5 System diagnostics failure codes and user actions
Error
Test description Failure description code Suggested user actions

Wireless Module not The system has detected a 70x Remove non-supported component.
supported wireless module installed
in the system that is not
supported and has been
disabled.

WLAN Module ID (702)

WWAN Module ID (703)

Bluetooth Module ID (704)

GPS Module ID (705)

Front Audio Not Front audio cable has been 100 Reseat the front audio cable on the system board.
Connected detached or unseated from
the system motherboard.

Startup Test Hard Disk 1 SMART 301 Attempt to reseat the hard drive and repeat the test. The hard
drive may have failed.

Boot Device Manager Boot device not found 3F0 Reset BIOS. Then reseat the hard drive and repeat the test.

BIOS Recovery BIOS Recovery Occurred 500 This message indicates that BIOS recovery was completed
successfully. No further action is required.

BIOS Application BIOS Application Error 501 The BIOS installation may have become corrupted. Download the
latest version of the BIOS and install it.

If reinstalling the BIOS fails, contact support for further

assistance.

CMOS Recovery CMOS Recovery Occurred 502 This message indicates that CMOS recovery was completed
successfully. No further action is required.

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-c00821536 for details on
using the HP Support Assistant to verify the battery capacity and,
if necessary, order a replacement.

Wireless Modules Not installed or responding 701 Reseat the wireless LAN adapter module and antennas.

Because seating or reseating a wireless LAN adapter is unique to

each computer model, see the WLAN module removal section in
the removal and replacement chapter for further details.

Contact support if third-party wireless adapters are installed in

the computer.

Keyboard Error Keyboard has 800 Replace the keyboard.

malfunctioned.

CPU Fan Not Detected CPU fan is not connected or 900 Check the fan connection. If properly connected, replace the fan.
may have malfunctioned.

Chassis Fan Not Chassis fan is not 901 Check the fan connection. If properly connected, replace the fan.
Detected connected or may have
malfunctioned.
Chassis Fan Not
Detected (Rear)

General troubleshooting steps 87

 Table 6-5 System diagnostics failure codes and user actions (continued)

Error
Test description Failure description code Suggested user actions

Chassis Fan Not

Detected (Front)

Fan Fan not operating correctly 90B The system fan may be malfunctioning. Replace the fan.

System Temperature Thermal shutdown has 90D The System BIOS has detected your machine was previously shut
occurred. down to avoid overheating. Overheating may occur if the cooling
vents are blocked or the operating temperature exceeds the
system specifications. The machine should return to normal
operation once the situation is resolved.

Fan Speed Failure The system has detected 90F Try the following:
that a cooling fan may not
be working properly. ● 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 has added troubleshooting power lights to mobile workstations to help troubleshoot power-on issues. The
lights indicate when the system board power rails are unstable and/or the system needs a hardware reset.

Power good lights

Power good lights, HP ZBook 15 G4 model location

Troubleshooting lights diagram

These lights should be visible after removing the service door or bottom
cover. Consult with support for platform-specific locations of the lights.

● Example: System board is good. Lights that turn on briefly (< 1 second) and immediately turn off indicate
normal function. In this case, system (3.3V), power good (3.3V), and system reset (3.3V) are all good and

88 Chapter 6 Troubleshooting guide

 troubleshooting lights should not be lit. However, other external lights should be lit as normal
afterward.

Troubleshooting lights External lights Action Note

Off On Do not replace system board No power-on issue

On Off Replace board Power-on issue

● Example: System board needs replacement. When (1) system 3.3V exists, but one power rail is bad then
(2) power good is low (0V), and troubleshooting lights will turn on.
After you press the system power button, troubleshooting lights will turn on for 5 seconds and turn
off. The system external lights will not light up. Follow general troubleshooting steps (i.e., remove
recently added hardware, test with minimum configuration, etc.) prior to replacing the system board.

Resolve the issue

8. Hard reset
A hard reset or forced reset (http://support.hp.com/us-en/document/c01684768) erases all information in
the computer's memory and may restore functionality. Resetting the computer forces the system to clear and
reestablish the connections between the BIOS and the hardware.

IMPORTANT: Battery removal is NOT necessary for a hard reset on G3 or G4 mobile workstations. Follow the
instructions for a computer with a non-removable battery.

Performing a hard reset might fix the following common conditions:

● Windows stops responding.
● Computer stops before Windows loads, indicated by incomplete boot-up, blinking cursor on a black
background, and errors relating to operating system not found or a missing drive.
● 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 if the problem is not resolved, reconnect one peripheral device at a time. To
resolve the startup or operational problem, run HP Support Assistant, or manually install all updated drivers
from Microsoft and HP.
Before beginning, turn the computer over and look for a battery compartment door (service door). For 2015
platforms, the battery is considered removable but not accessible. See the battery section for how to remove/
unplug the battery.
To perform a hard reset on a computer with a sealed or non removable battery, use the following steps:
1. Turn off the computer.
2. Remove the computer from any port replicator or docking station.

General troubleshooting steps 89

 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 peripheral devices.
7. Press the power button to turn on the computer.
8. If a startup menu appears, use the arrow keys to select Start Windows Normally, and then press the
Enter key.
9. After reconnecting each of the peripheral devices, run Windows Update and HP Support Assistant to
update all device drivers.
Clear CMOS
CMOS refers to the battery-powered, semiconductor chip located on computer's system board. Notebooks
store low-level settings like the system time and hardware settings in CMOS. Sometimes it is necessary to
clear CMOS, which requires removing and reinserting the 3V RTC battery for a short period of time (a few
minutes before reinserting), in addition to removing the AC adapter and battery.

NOTE: Clearing the CMOS should only be performed for troubleshooting purposes. There is no reason to
clear CMOS if the computer is working properly.
The notebook service door must be removed to access the CMOS battery. See the RTC battery replacement
section for the battery removal/replacement.

9. Soft reset (Default Settings)

NOTE: Some company policies prohibit updates 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 default settings: Reboot the computer, and then press F10 > Main > Restore defaults. For
more information, see the BIOS F10 Setup technical white paper at http://support.hp.com, enter your
computer model, and then go to Manuals > White papers > HP PC BIOS F10 Setup Guide.

10. Reseat cables and connections

NOTE: Before disassembling the computer to reseat cables and connections, always disconnect power and
remove the battery or disconnect a non removable battery.

Many problems are caused by improper connections or loose connections due to abnormal movement and
vibration. See Cable management on page 149 and Connector types on page 150 for suggested cable
management practices when removing and installing components.
You can access and reseat connections for Customer Self-Repair (CSR) parts (see the “Removal and
replacement procedures for Customer Self-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.

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 ● Reseating the hard drive can resolve a POST error 3F0 (no boot device) issue (see POST Error Messages
and User Actions on page 140).
● Reseating the keyboard cable can resolve an unrecognized keys error.
● Reseating the wireless module and antenna cable can resolve a wireless connection issue.
For field replaceable units (FRUs), authorized service providers can try the following steps (for more
information, see the ”Removal and replacement procedures for authorized service provider parts” chapter).
● Reseating the fan cable can fix POST error 90B (no fan detected) issue (see POST Error Messages and
User Actions on page 140).
● Reseating the power cable can fix a no boot issue.
● Reseating the daughterboards (some models may have a power button board, VGA board, etc.) can
resolve their functional issues.
● Reseating graphics cables and panel connectors can fix distorted/flickering video.
● Replacing thermal pads may resolve thermal power-down issue.

11. Test with minimum configuration

The factory-shipped computer (hardware configuration and preinstalled operating system image) is well
tested and ready for use. Therefore, using the original factory hardware configuration and/or booting to
operating system safe mode often resolves issues quickly.
● Disconnect any external USB storage, remove any discs in optical drives, 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 help
identify what may be causing the issue as described below.

Essential hardware configuration

NOTE: This step is to be used by authorized service providers only. HP will not honor the warranty for a
system tested with the system board removed without the heat sink, fan, etc.

If none of the steps above resolve the issue, start the computer with essential hardware only. The purpose is
to remove as much as hardware as possible while still maintaining the computer’s ability to turn on.
This essential configuration is often used to troubleshoot power-on related issues, such as no-boot, reboot,
and freezing issues.
The essential hardware consists of the following:
● System board
● AC adapter (unplug nonremovable battery or remove battery)
● Processor (and heat sink/fan). (Processor may be integrated into the system board.)
● Memory (one verified working memory DIMM)
● Graphics card (if no VGA port is available on the system board). Platform may have both Intel integrated
graphics and discrete graphics. Therefore, discrete graphics card may not be needed.
● External VGA monitor

General troubleshooting steps 91

 ● 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 disassemble the system board from its enclosure at this time.

Reverse the procedure above by reinstalling each piece of hardware removed, one piece at a time, and testing
your computer after each installation. Since your computer works with only the essential hardware installed,
those parts must be working properly. This means that one of the hardware components removed is causing
the computer to not work properly. By installing each device back into the computer and testing each time,
the failing hardware will eventually be identified.

Safe mode

A driver conflict often results in a blue screen error message. Therefore, booting in safe mode can resolve
many issues in Windows because safe mode forces the computer to load a limited version of Windows which
only contains essential files. Safe mode is useful for troubleshooting problems with programs and drivers
that might not start correctly or that might prevent Windows from starting correctly.
If a problem does not reappear when you start in safe mode, eliminate the default settings and basic device
drivers as possible causes. Refer to the links below for how to start your computer in safe mode:
● HP PCs – Windows 7 Safe Mode: http://support.hp.com/us-en/document/c01835750
● HP PCs – Windows Safe Mode (Windows 10, 8): http://support.hp.com/us-en/document/c03439317

12. Test with verified working configuration (hardware and/or operating system)
One troubleshooting technique that can quickly isolate an issue is using a verified 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 83 for instructions about obtaining and using
a Windows-To-Go USB.

NOTE: In some situations, more than one item may contribute to a problem.

13. Replace the system board

The system board may be replaced only by authorized service providers. This should not be considered an
initial step taken to resolve an issue. Review and perform all steps discussed previously before replacing the
system board. 4. Update BIOS and drivers on page 79, 7. Status lights, blinking light codes, troubleshooting
lights, and POST error messages on page 84, 8. Hard reset on page 89, and 9. Soft reset (Default Settings)
on page 90, and/or 10. Reseat cables and connections on page 90 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 75 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 service case might be related to the current problem. For example, a
fan detection issue may be caused by a loose connection resulting from previous service.
TIP: Without an RTC battery (3V coin-cell battery), the computer automatically reboots. This is a useful
feature when the power connector cable (between external AC adapter and system board) is defective.

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 NOTE: Most of the time, effective troubleshooting can prevent a system board replacement.
Items that may prevent resolution of the issue:
● The information provided about the issue omits key details, including any actions taken before the issue
occurred.
● BIOS, software, and drivers have not been updated.
● Cables or connections are loose.
● Technician is unaware of information available from the HP Support website (i.e., CA - Customer
Advisory).
● The issue is related to existing or known issues that may be identified in existing support articles.
● Technician may have omitted steps in the provided repair instructions (e.g., Spare Part Replacement
Instructions).
● Skipping one of steps from Troubleshooting Methodology table results in No Defect Found (NDF)/No
Fault Found (NFF)/No Issue Detected (NID) messages.

Verify solution
● Verify that the implemented solution works. Reboot the system or device and try to complete the task
that produced the issue.
● If a part has been replaced, verify other basic functions. For example, GPU replacement requires
keyboard removal. Therefore, it is good practice to verify all basic components to be sure that the
solution is complete.
● Explain to the customer why the issue occurred and what was done to resolve it. If the solution you used
was in an HP Public document, provide the document information to the customer, letting them know it
can be located on www.hp.com. Also, tell them that there are other solutions available on the website.
Advise the customer to check the website first when they have an issue. It may save them time calling in.
● Document the correct issue. Update the case with as many details as possible for other agents and
engineering to analyze and study for lessons learned.

Helpful Hints
After you become familiar with the general troubleshooting steps above (General troubleshooting steps
on page 75), 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 docking station if a dock is used.
3. Be sure that the AC adapter light is on.
4. Be sure that the AC adapter is connected when you update BIOS to avoid BIOS corruption.
5. Be sure that the computer is turned on, the rear power light is solid white (connected to an external
power source) and the front power light is solid white (normal operation).
6. Remove all optical and flash drives from your system before turning it on.

Helpful Hints 93
 7. Be sure that the boot option is set to a working operating system drive.
8. Be sure that externally connected monitors are turned on and their power lights are on. Not all monitors
are equipped with lights to indicate their functionality.
9. Turn up the brightness and contrast controls of a display or external display device if the screen is dim.

During operation
1. To wake the computer:
a. Press the power button or any key on the keyboard.
b. If the system remains in the Sleep (Windows), Suspend (Linux), or Hibernate state, shut down the
system by pressing and holding the power button for at least four seconds.
c. If the system does not shut down, unplug the power cord, wait a few seconds, and then plug it in
again. Then press the power button again to restart the system. If it does not turn on, press the
power button to start the computer.
2. Look for blinking lights on the computer. The blinking lights could be error codes that will help diagnose
the problem.
3. Check all cables for loose or incorrect connections (external devices, power cords, dock, etc.).
4. After installing a non-Plug and Play expansion board or other option, reconfigure the computer. For
example, if you upgrade to a solid-state drive, you may need to reconfigure 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 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 video port on the computer if one is available and close
the computer lid.
10. Verify that the latest version of BIOS, drivers, and software are installed. A new release might support
new features or fix the problem.
11. Press the caps lock and/or num lock key. If the caps lock and/or num lock light toggles on or off, the
keyboard is likely operating correctly.
12. Press the TouchPad On/Off button light. If the light toggles on or off, the TouchPad is likely operating
correctly.

Consulting with HP Service

If further HP support is required, a lot of the following information may be requested when you call, so it may
be helpful to take notes.
● Technical support registration number (if applicable)
● Product serial number

94 Chapter 6 Troubleshooting guide

 ● Product model name and number
● Product identification number
● Applicable error messages
● Add-on boards or hardware
● Third-party hardware or software
● Operating system type and revision level

Common issues and possible solutions

This section contains common issues, symptoms, and a series of tables that describe possible solutions to
issues from Failure classification on page 76 tables. The following sections identify the issue with symptoms
and solutions to resolve an issue.

Power-on issues
No Power
When a unit experiences no power there are several contributing factors to consider. Be sure to consider all
symptoms related to this behavior in troubleshooting.

Symptoms Possible causes

● Computer does not start Failed power input to the computer (external power source, AC adapter, faulty battery).

● Display is black or blank Bad connection to the computer (bad power button, power connector).

● No fan noise Defective parts (memory, hard drive, graphics) or failed system board.

● No hard drive spinning

● Lights do not glow

Troubleshooting steps

Perform quick check

Remove all external devices, including docking station.

Verify external power source (2. Examine the environment on page 78).

Perform a hard reset (8. Hard reset on page 89).

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, bent middle ID
pin).

● Verify AC adapter works on a verified working computer.

● Plug in AC adapter and power on computer without battery.

● Inspect power port on computer side for any damage, dust, or debris.

Common issues and possible solutions 95

 ● Check power light (7. Status lights, blinking light codes, troubleshooting lights,
and POST error messages on page 84). Rear power light indicates external power
to the computer is good.

NOTE: Refer to battery replacement section Verify battery condition/status

for removing/replacing the battery
1. Check battery condition (overall result, cycle life, voltage, etc.) using HP PC
Hardware Diagnostics (UEFI) or HPSA tools.

2. Verify that battery is installed properly in battery bay without a gap and that
latch locks are tight (for models with removable batteries).

3. Check battery status light (7. Status lights, blinking light codes, troubleshooting
lights, and POST error messages on page 84). Be sure that battery is not fully
discharged, preventing system from booting.

4. Determine whether the computer can turn on with battery only.

5. Remove service door and test with a verified working battery. If the computer
boots, inspect original battery before replacement.

6. Test battery with a verified working computer to verify that it is OK.

7. If there is still no boot, remove battery and boot on AC power only.

The sections below are intended for authorized service providers/technicians.

Verify AC adapter – voltage

1. Measure DC voltage output that should be around 19.5 VDC and acceptable
voltage range is from 18.5 – 20.5 VDC.

2. If the DC voltage is out of range, replace the AC adapter.

NOTE: This action requires a digital voltmeter.

NOTE: 2015 mWS does not have the power Verify power button, power connector
cable between system board and power
connector on chassis 1. Be sure that power button is not stuck.

2. Reseat power connector cable (if applicable).

3. Replace new power connector cable (if the cable exists and is defective)

4. To isolate faulty power connector cable and power button, technicians 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 84)

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, HDD, etc)

Verify Power Good (Troubleshooting) lights

1. Verify if the system board has power-on issue related. If there is no power-on
issue, move to next steps. For more information, see Power Good
(Troubleshooting) lights on page 88.

2. Verify all connections and reseat parts (10. Reseat cables and connections
on page 90).

Verify system board

96 Chapter 6 Troubleshooting guide

 1. Test essential hardware configuration (11. Test with minimum configuration
on page 91, 12. Test with verified working configuration (hardware and/or
operating system) on page 92, 13. Replace the system board on page 92) by
removing nonessential parts.

2. If there is still no boot, replace system board.

Tips and tricks Computer automatically boots without pressing power button when RTC 3V battery
has been removed. Therefore, after the service door and RTC 3V battery are removed,
no need to press power button from top side.

In essential hardware configuration, mWS G1 and G2 may require discrete GPU to boot.
However, mWS G3 can boot with integrated graphics.

See “Overview of How to Troubleshoot Problems When 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

Intermittent power-on, shutdown, reboot

Symptoms Possible causes

● Does not always turn on Electrical short, fluctuating power source, unstable power rails, loose connections,
bent pins, stray wires, dust, obvious damage, nearly faulty parts (bulging/leaking
● Intermittently hangs capacitor).
● Intermittently shuts down Potentially will turn into a no power issue soon (No Power on page 95).
● Spontaneously reboots

Troubleshooting steps

1. Make sure drivers are updated.

2. Visually check power ports on both AC adapter and computer sides.

3. Inspect power sources:

a. Verify AC adapter working correctly. Use a confirmed working adapter to

test.

b. Verify that battery is not depleted while system is in Sleep state. Test with a
confirmed working battery.

The sections below are intended for authorized service providers/technicians.

1. Follow actions in No Power on page 95.

a. Be sure 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 that Power Good LEDs are solid.

f. Remedy loose connections and reseat major components (processor,

memory, GPU, hard drive/solid-state drive, etc).

2. Perform visual check for loose connections, bent pins, stray wires, dust, nearly
faulty parts (bulging/leaking capacitor).

Common issues and possible solutions 97

 3. Test essential hardware configuration (11. Test with minimum configuration
on page 91)

a. If system boots, reinstall nonessential hardware one component at a time

to isolate issue.

b. If system does not boot, replace essential hardware with verified working
parts, one component at a time. If system still does not boot, replace
system board.

AC adapter issue

Solution

Symptoms Possible causes

● No sign of power AC adapter and others (i.e., external power source)

● No boot Troubleshooting steps

● No rear power light Quick check
● No front power light 1. Verify external power source (2. Examine the environment on page 78).
● Battery does not charge when AC 2. Remove all external devices, including docking station.
adapter is connected
3. Perform a hard reset for the computer (8. Hard reset on page 89).

4. Disconnect and reassemble the power cord and adapter in case the adapter
experienced short circuit, over current, over temperature events.

5. Use a verified working adapter. If the computer operates normally, there is a

problem with the original adapter.

6. Verify that the AC adapter works on a verified working computer. If the computer
operates normally, there is no problem with the adapter. See HP Smart Adapter
warning message on page 112 for further information.

Verify AC adapter

1. Remove working battery.

2. Verify that AC adapter is compatible with product. Verify that part number is for
this computer if possible.

3. Inspect AC adapter and power cord for physical damage, bent middle ID pin.

4. Plug in AC adapter and power the computer without battery.

5. Inspect the power port on computer side for any damage, dust, debris.

6. Check power light (7. Status lights, blinking light codes, troubleshooting lights,
and POST error messages on page 84). Rear power light indicates that external
power to the computer is good.

7. If there is still no rear power light or no boot, replace the AC adapter.

Tips and tricks The HP Smart AC adapter has a special pin in the middle, called the ID pin, for power
rating and throttling purpose. If this pin is broken, the rear power light will be on but
the power button and front power lights will blink continuously and the computer will
not turn on. Third party AC adapter will not work on the computer.

Use the AC adapter that came with the computer for better performance.

See “HP Notebook PCs - Testing and Using the AC Power Adapter” at
http://h20564.www2.hp.com/hpsc/doc/public/display?docId=emr_na-c00363266

98 Chapter 6 Troubleshooting guide

Battery not recognized, not charging

Symptoms Possible causes

● No battery status light Defective AC adapter and/or battery.

● Blinking amber (critically low NOTE: Before proceeding, verify that the computer can boot to BIOS or Windows with a
battery level) good AC adapter.

● No boot without AC adapter

Troubleshooting steps

Visual inspections

1. Inspect battery connectors for any signs of damage.

2. Verify that battery is installed properly in battery bay without gap or obstructions and
latch locks are tight. Reseat battery (for models with removable batteries).

3. Determine whether battery gets hot (batteries heat up when charging, but not too hot
to touch).

Check battery warranty to see whether the battery is new or its warranty is expired. Battery
capacity degrades over time.

Verify front battery status light

1. Battery status light is off: battery not recognized.

2. Battery status light is blinking amber: critically low battery level.

Reset

1. Hard reset (8. Hard reset on page 89)

2. Soft reset (9. Soft reset (Default Settings) on page 90)

Verify AC adapter

1. Determine whether the computer needs the AC adapter to boot and operate.
Sometimes, intermittently bad AC adapter and loose connection between adapter and
computer results in inability to charge battery which causes short run time.

2. Inspect AC adapter to verify that it is functioning.

3. Test with a working AC adapter and confirm 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 80)

● HP PC Hardware Diagnostics (UEFI) is a good tool to use to isolate and determine faulty
battery, especially for quickly discharging (short life) battery.

Use HP Support Assistant tools in Windows (HP Support Assistant (HPSA) on page 82)

1. Verify that battery is recognized and charging.

2. Verify battery condition if battery cycle life is over specs (i.e., long life of 1000-cycle life
and 3-year warranty). Battery may have premature capacity loss within its cycle life or
warranty.

3. If issue remains, test with a verified working battery and verify battery status lights
and battery conditions.

4. If issue remains, replace system board.

Common issues and possible solutions 99

 5. Verify the new replacement.

Tips and tricks See the computer user guide for instructions regarding battery maintenance and increasing
battery life.

● Reference “HP Notebook Mobile Workstations - Improving Battery Performance

(Windows 10, 8, 7, Vista)”: http://support.hp.com/us-en/document/c01297640?
jumpid=hpr_r1002_usen_link3

● Reference video “Testing and Calibrating the Battery on PC Notebooks”:

http://www8.hp.com/h22157/video-gallery/us/en/customer-care/2536294556001/
testing-and-calibrating-the-battery-on-hp-notebook-pcs-in-windows-8/video/

Battery discharges too fast

Symptoms Possible causes

Battery has good status light but discharges AC adapter and/or battery.
too fast
Troubleshooting steps

Verify AC adapter

Determine whether the computer needs the AC adapter to boot and operate.
Sometimes, intermittently bad AC adapter and loose connection between adapter and
computer results in inability to charge battery and causes short run time.

1. Inspect AC adapter to verify that it is working.

2. Test with AC adapter alone and with a verified working AC adapter.

Verify battery: Battery capacity can degrade over time, so check the warranty
coverage. Run a battery test to confirm if issue is hardware-related.

1. Review battery power plans in Control Panel > Power Options that may consume
more energy and discharge battery faster. Resetting default to Power Saver
option can conserve battery power.

2. Determine whether any graphics processing is 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
warranty), battery may have capacity loss beyond its lifecycle or warranty.

6. Compare discharge time with a verified working battery (remove AC adapter)

using Hardware Diagnostics (UEFI) > Hard Drive Tests > Extensive Test > Loop
until error.

Tips and tricks To conserve battery power, turn off Wireless On-Off button and other peripherals/USB
devices, applications, processes (in Task Manager) when not in use; also, reduce screen
brightness.

Follow HP instructions of how to maintain battery and increase battery life.

100 Chapter 6 Troubleshooting guide

 Reference “HP Notebook Mobile Workstations - Improving Battery Performance
(Windows 10, 8, 7, Vista)” at http://support.hp.com/us-en/document/c01297640?
jumpid=hpr_r1002_usen_link3

Reference video “Testing and Calibrating the Battery on PC Notebooks” at:

http://www8.hp.com/h22157/video-gallery/us/en/customer-care/2536294556001/
testing-and-calibrating-the-battery-on-hp-notebook-pcs-in-windows-8/video/

Burnt smell

Symptoms Possible causes

Emits smoke, burnt smell Defective on-board components.

Troubleshooting steps

General visual inspection

1. Disconnect the computer from power source (AC adapter and battery).

2. Inspect for visual damage on AC adapter and battery. Test on a known working
computer to isolate issue. If issue follows AC adapter or battery, replace it.

3. Inspect any sign of liquid spill on the computer (back of keyboard).

The sections below are intended for authorized service providers/technicians.

Further inspection on components

1. Inspect further sources internally after disassembling chassis, such as burnt or

damaged components.

2. If the issue persists, replace boards, AC adapter, and battery for safety concern
and report issues to HP.

POST
No video (with power)

Symptoms Possible causes

● No video (black/blank image) but Failed display

have power
Failed critical components (memory, hard drive, system board)
● Light activity
Loose connection
● No error messages
Recently added hardware
● Fan noise
NOTE: Assume the computer has not previously been set up for multiple displays.
● Hard drive light blinking and hard
drive noise

Troubleshooting steps

Quick check

1. Verify that system light activity is OK.

Common issues and possible solutions 101

 2. Remove all external devices, including docking station. Recently added hardware
and/or applications may cause graphics driver conflict and result in loss of video.

3. Perform hardware reset (8. Hard reset on page 89) and verify that HP Logo is presented
correctly on display screen when pressing F10.

4. Test with external monitor via VGA port (or DisplayPort, HDMI, etc). Press power button
and close the computer lid to force video output to external video. If unsuccessful,
contact HP service.

5. If external video is OK, update BIOS, software, and drivers (4. Update BIOS and drivers
on page 79) and perform soft reset (9. Soft reset (Default Settings) on page 90) if
needed. Go to next step to verify display.

Verify display

● When booting to Windows, determine whether image appears on display screen (via
Windows Screen Solutions or Windows logo + P for display switcher).

● If there is video on display, disconnect external display device, open the computer lid
and restart.

The sections below are intended for authorized service providers/technicians.

1. Verify Power Good lights are on to be sure that system board power is functional.

2. Reseat display cable connection on system board.

3. Reseat display cable connection on display panel side.

4. Examine and reseat major components, such as hard drive, memory.

5. Test with minimum configuration (11. Test with minimum configuration on page 91) by
removing hard drive to isolate operating system issues and testing video in F10 Setup.

6. If video is present, restart and retest the computer.

7. If video is present but bad, go to Display on page 113 section.

8. If issue persists (no video), test with external video.

9. If issue persists, 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 magnetic sensor.

Blinking lights

Symptoms Possible causes

Lights blink on keyboard caps Blinking lights on startup usually indicate a problem with basic functionality of a critical
lock/num lock keys component (processor, BIOS, graphics cards, memory, etc.) due to loose connection,
defective parts, or recently added parts.

Troubleshooting steps

1. Check for any blink patterns. Count the number of blinks in a sequence, followed by a
pause for a few seconds.

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 2. See Status, Blinking Lights, and Error Message (7. Status lights, blinking light codes,
troubleshooting lights, and POST error messages on page 84) for corrective actions.

3. If internal hardware components (memory, hard drive, etc.) have been recently added, a
component may not be connected properly. Remove and reseat new components (10.
Reseat cables and connections on page 90) one at a time.

Note Since the display may not be functional, lights are used to indicate an error.

Diagnostics error messages

Symptoms Possible causes

● Computer has power Diagnostic error messages indicate a problem. There may be a problem with the instruction
being sent from the BIOS to a hardware component (e.g., keyboard failures), or
● POST error message displays incompatible hardware. Can usually be resolved by installing updated firmware for the
(Windows logo has not yet component.
appeared)

Troubleshooting steps

1. See 7. Status lights, blinking light codes, troubleshooting lights, and POST error
messages on page 84 for corrective actions. An example of a POST error message is
shown below.

2. If there is power, you may be able to access BIOS. Reset BIOS to its default condition.
(9. Soft reset (Default Settings) on page 90)

3. Restore hardware to its original condition (i.e., bootable solid-state drive instead of
hard drive).

4. Reseat suspected components and verify connection.

5. Test suspected components using HP PC Hardware Diagnostics (UEFI) tool.

Note An Error Message means the system has finished BIOS hardware validation and is ready to
launch the Startup Menu. To access the Startup Menu for further options, press the Esc key
while restarting the computer.

Common issues and possible solutions 103

 BIOS password

Symptoms Possible causes

Some sections are unavailable (grayed BIOS administration password is required.

out)

Troubleshooting steps

1. Review F10 BIOS Setup Overview to determine which features must be enabled.

2. Your BIOS settings may be managed by a BIOS administrator password setup.

3. If you lost or forgot user password, contact your IT personnel.

4. If you lost or forgot administrator password, contact HP service to reset the password.
This process requires a unique UUID.

Reference HP F10 Setup Overview

HP Business Notebook and Desktop PC F10 setup overview – 2012 and 2013 Business PC
models: http://h10032.www1.hp.com/ctg/Manual/c04460979

HP Business Notebook and Desktop PC F10 setup overview – 2014 Business PC models:
http://h10032.www1.hp.com/ctg/Manual/c04685655

2015 Business PC models – see the BIOS F10 Setup technical white paper at
http://support.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 an operating system other than the factory operating system is installed, check whether the operating
system is supported and the application is certified for the version of the operating system.
HP ships and supports Windows 7 with BIOS Legacy boot mode and Windows 8, 10 with BIOS UEFI boot mode.
Therefore, HP recommends that you switch BIOS boot mode from Legacy to UEFI Native for clean Windows 8,
10 installations, or to UEFI Hybrid (if available) for upgrading the option from Windows 7 to Windows 8, 10.
UEFI Windows 8, 10 avoids many unexpected behaviors (i.e., blue screen error, graphics/video issues) in the
BIOS Legacy setting.

104 Chapter 6 Troubleshooting guide

Intermittent shutdown

Symptoms Possible causes

● Shutdown during startup It is often difficult to troubleshoot an intermittent issue. Possible causes include the
following:
● Shutdown during operation
Power-related issue: defective or insufficient power sources, poor connection.

OS Custom Setting: Energy Saver (Power Management).

Thermal-related issue: thermal sensors reach limits.

Hardware related issue: voltage, out-of-range current; electrical short.

Troubleshooting steps

1. Update BIOS and drivers. (4. Update BIOS and drivers on page 79)

CAUTION: Do not attempt to update BIOS if the computer is shutting down at startup,
as running a BIOS update could corrupt the BIOS and require a system board
replacement if the system powers down during the procedure. The computer should be
stable enough to go through several start/restart cycles without issue before
attempting a BIOS update.

2. Perform hard reset (8. Hard reset on page 89)

3. Perform soft reset (9. Soft reset (Default Settings) on page 90)

Power related issue

1. Verify 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 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 Diagnostics (UEFI) tool (6. HP Hardware

Diagnostics and Tools on page 80)

b. Check fan and connection. Reseat fan cable.

c. Be sure that no obstructions or dust are in heat sink fan, fin, or vent.

d. Test with a verified working fan.

e. Remove old thermal compound and pads and replace with new compound and
pads.

2. Verify thermal solution:

○ Use Thermal Monitor tool (available only to authorized service providers/

technicians) to perform stress test (processor and GPU) (6. HP Hardware

Common issues and possible solutions 105

 Diagnostics and Tools on page 80) and verify that thermal sensors are within
limits after thermal condition is serviced.

Hardware related issue

1. Check for any signs of loose connections, bent pins, stray wires, dust, nearly faulty
parts (bulging/leaking capacitor).

2. Verify that lights are solid.

3. If shutdown is reproducible, test essential hardware configuration:

a. If no issue with hardware configuration, reinstall one non essential component at

a time to determine faulty hardware.

b. If issue persists, replace essential hardware with a confirmed working part, one at
a time. If no boot, replace system board.

Tips and tricks Intermittent issue is difficult to reproduce and troubleshoot. It is important to record details
on shutdown frequencies, system configuration (3D video application) and operating
conditions.

Blue screen

Symptoms Possible causes

● Have power, light activity, fan spinning Recent changes: conflict of instructions from multiple programs or just added
hardware.
● HP Logo displays briefly
Incompatible hardware and driver.
● Fails to boot into Windows operating
system, displays blue screen, and then Poor connection (hard drive, memory).
crashes, restarts, or stops responding
Hardware 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 131.

Recommended resources

Microsoft knowledge base:

Resolving Blue Screen errors in Windows: http://windows.microsoft.com/en-us/

windows-8/resolve-windows-blue-screen-errors

HP Troubleshooting Error Messages on a blue screen:

HP Notebook PCs - Troubleshooting Error Messages on a Blue Screen that may

Occur During Startup or Boot: http://h20566.www2.hp.com/hpsc/doc/public/
display?docLocale=en_US&docId=emr_na-c00372711

Overview of General Troubleshooting Steps for a blue screen error

106 Chapter 6 Troubleshooting guide

1. Note the blue screen error message and what activity was performed at the time.
2. Perform a hard reset (8. Hard reset on page 89) after disconnecting all external peripherals.
3. Reset BIOS to default (9. Soft reset (Default Settings) on page 90) to prevent booting to another device.
4. Run HP Hardware Diagnostics (6. HP Hardware Diagnostics and Tools on page 80) to isolate major faulty
hardware issues.
● HP PC Hardware Diagnostics (UEFI) tool to test hard drive, memory and system.
● Thermal Monitor (available only to authorized service providers/technicians) tool to monitor
temperature limits of processor and GPU. See “HP Thermal Monitor” in 6. HP Hardware Diagnostics
and Tools on page 80.
5. Remove or undo recently added hardware (5. Remove or uninstall recently added hardware, software
on page 79). For example, incompatible memory or new solid-state drive storage.
6. Reseat cables and connections (10. Reseat cables and connections on page 90). Pay attention to proper
installation of memory and hard drive.
7. Verify that a minimum of at least 100 MB of free space is available on your Windows partition.
8. If you can start Windows:
a. Update BIOS and drivers (4. Update BIOS and drivers on page 79) 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 142.
e. Boot to safe mode (11. Test with minimum configuration on page 91) to troubleshoot issues.
9. If you cannot start Windows:
a. Boot to safe mode. (11. Test with minimum configuration on page 91)
b. Use Startup Repair to fix Windows startup files.
c. Undo recent changes using System Restore to revert to a previous “working” state.
d. Check for specific STOP error by analyzing Crash Dump (retrieved via a bootable USB). See Use
Windows Debugging Tool on page 143.
e. Restore computer using System Recovery or image backup to factory settings.
10. Lastly, test with essential hardware configuration (11. Test with minimum configuration on page 91)
along with a verified working operating system (i.e., USB Windows-To-Go), if available, to isolate the
software issue.
Tips & tricks
In some cases, the computer may reboot automatically before you have time to read the blue screen.
To identify the error message itself, disable the automatic restart using one of the following methods:

Common issues and possible solutions 107

 Right-click on My Computer, and then select Properties > Advanced. Under Startup and Recovery, select
Settings. Clear the Automatically Restart check box.

Windows Advanced Boot Option

Windows 7:
1. Press F8 to open the Windows Advanced Boot Option screen.
2. Select Disable automatic restart on system failure to view error messages.
Windows 8:
1. Press F11 (System Recovery) to open the Windows Advanced Boot Option screen.
2. Select Startup Settings to view error messages.

Freeze at Windows Logo (hang/lockup)

Symptoms Possible causes

● Has power, light activity, fan spinning Conflict of instructions from multiple programs or drivers; installing a new hardware
or program that is not compatible (may also cause a blue screen error—see blue
● HP Logo displays briefly screen issue).
● Attempt to boot to operating system and
freeze/hang at Windows logo

● No response to pressing num lock or caps

lock key

108 Chapter 6 Troubleshooting guide

 Troubleshooting steps

Follow suggested steps below one at a time to verify normal boot process:

1. Disconnect all external peripherals, and perform a hard reset (8. Hard reset
on page 89).

2. Perform soft reset (9. Soft reset (Default Settings) on page 90).

3. Update BIOS and drivers (4. Update BIOS and drivers on page 79).

a. Roll back to previous version may be necessary.

b. Go to safe mode to install drivers.

4. Run Hardware Diagnostics (6. HP Hardware Diagnostics and Tools on page 80)
to isolate hardware issue.

5. Undo recent changes in Windows (5. Remove or uninstall recently added

hardware, software on page 79).

6. Reseat cables and connections (10. Reseat cables and connections

on page 90).

7. Start Windows in safe mode (11. Test with minimum configuration

on page 91).

8. Use Startup Repair Windows to fix Windows damaged files.

9. Test with essential hardware configuration (11. Test with minimum

configuration on page 91) along with a verified working operating system (i.e.,
USB Windows-To-Go ) if available to isolate the software issue.

Tips and tricks For more information, see “HP PCs - Using Task Manager (Windows 10, 8)” at
http://support.hp.com/us-en/document/c03671001.

Electromagnetic Interference (EMI)

Symptoms Possible causes

System locks up, freezes in certain Electromagnetic interference (EMI).

physical area or location
Troubleshooting steps

1. See (2. Examine the environment on page 78). Pay attention to external power source,
high-frequency signals such as cell phones, microwave ovens.

2. Move the computer to different locations nearby to determine where it fails and where it
does not fail.

3. Test with a verified working computer in original factory configuration.

4. Consult with support.

Common issues and possible solutions 109

 No wake up

Symptoms Possible causes

When resuming from a power Power-saving mode; multiple-display setting.

management state the computer may
display: Troubleshooting steps

● Blank screen 1. Verify that front power light (7. Status lights, blinking light codes, troubleshooting
lights, and POST error messages on page 84) is blinking (indicating Sleep state). Press
● Some light activity power button to exit Sleep.

2. Reset BIOS to default (associated with OS Power Management in Power Menu) (4.
Update BIOS and drivers on page 79)

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 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 image
may actually display on an external display device in the docking configuration.

The order in which the computer shows video is as follows:

1. Auto: (default). When set to Auto, hybrid graphics is disabled for certain Linux operating
systems.

2. Hybrid graphics: Both integrated and discrete graphics are used.

3. Discrete graphics: Only discrete graphics is used.

110 Chapter 6 Troubleshooting guide

Unresponsive

Symptom Possible causes

Unresponsive Program in use has stopped responding to commands.

Troubleshooting steps

1. If possible, use the Windows Task Manager to isolate and terminate the offending
process.

2. Attempt the normal Windows shutdown procedure.

3. Restart the computer using the power button.

Slow performance

Symptom Possible causes

Slow performance when performing Processor is hot or hard drive is full.

small tasks, or even in idle mode

Troubleshooting steps

Processor is hot

1. Verify that airflow to the 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 the hard drive so it

will work more efficiently.

Also see Slow performance on page 131.

Tips and tricks See “Improving System Performance” at http://h20564.www2.hp.com/hpsc/doc/public/

display?docLocale=en_US&docId=emr_na-c00816938 (see Routine Maintenance for
Performance Improvement on page 141).

See “Tips to free up drive space on your PC” at http://windows.microsoft.com/en-us/

windows-8/free-up-disk-space.

See “Optimize Windows for better performance” at http://windows.microsoft.com/en-us/

windows/optimize-windows-better-performance#optimize-windows-better-
performance=windows-vista.

Common issues and possible solutions 111

 HP Smart Adapter warning message

Symptom Possible causes

Warning message displayed Less powerful AC adapter, BIOS out of date.

in Window

Troubleshooting steps

1. Update BIOS that may contain a table that assigns an

appropriate adapter for a certain configuration.

2. Update the latest HP Hotkey Support software from

Drivers website.

3. Verify sufficient power source (where adapter is

connected).

4. Use appropriate AC adapter (often supplied with

system) for optimum system performance.

5. Test with a verified working AC adapter.

6. Test the adapter on a verified working computer.

7. Contact HP for configuration details.

Note 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 processor functions always have priority over

battery charging, so charging delays will occur first.

Incorrect time and date

Symptom Possible cause

Incorrect date and time Real-time clock (RTC) battery might need replacement.

Troubleshooting steps

1. Reset the date and time in the operating system Control Panel.

2. Replace the RTC battery.

3. Verify that date and time are correct.

112 Chapter 6 Troubleshooting guide

Display
Display anomalies
The display panel is a field replaceable unit (FRU) and must be replaced by only authorized technicians.
However, HP highly recommends that users and technicians observe specific symptom vs. generic symptoms
and utilize the HP PC Hardware Diagnostics (UEFI) tool before any replacement.

Symptom

Common display issues with symptoms:

● Blank/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 settings)
Contact support for assistance.

Screen examples

Cracked screen Cracked image Blurred image

Dead pixel Vertical lines Horizontal lines

Common issues and possible solutions 113

 Quick check
● Visually examine the display for cracked screen, liquid crystal leak, dirty spots on glass, etc.
● Reset and update BIOS and docking firmware.
● Update operating system (OS), graphics/video drivers (Intel/AMD/NVidia, etc).
For custom images, HP highly recommends upgrading or installing Windows in UEFI mode (or Legacy
disabled) to fully support hybrid graphics and avoid unexpected behaviors (i.e., blue screen error,
graphics/video issues) in the BIOS Legacy setting.
● Configure Windows settings (Power options, Screen brightness, Personalization, Screen resolution, etc.).
● Test with a verified working external display.
● Boot to Windows in safe mode.
● Test with a verified working operating 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 80), 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 memory
● Palette Check: to test the three video color components (red, green, blue)
● Dead Pixel Check: to check dead pixels in eight different colors (Dead Pixel Check is available with the
“HP PC Diagnostics 3-in-1 USB Key” tool)
Review the video troubleshooting in the Display section below for specific issues and possible solutions. For
additional information about display problems, refer to documentation provided by the product
manufacturer.

114 Chapter 6 Troubleshooting guide

Display assembly diagram

The display assembly diagram shows basic video components: system board, graphics cards, display cables,
display connectors, operating system (OS), graphics driver, and LCD display panel. Any component or a
combination of these components can contribute to a video issue.

NOTE: The lid close switch is a Hall-effect sensor located in the top cover. When the display is closed, the
sensor acts like a switch is closed. A notebook can force a video output to an external monitor, or go to
hibernation or standby mode through power management. If the display screen does not light up when the
display is open, the lid close switch (Hall-effect sensor) could be faulty.

Dead pixel
Display panel may show one or more pixels that are not 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 148 for the HP dead pixel policy.

No video (internal)

Symptoms Possible causes

No internal video with certain Display resolution, brightness, faulty lid switch, running a program requiring a higher
programs (i.e., video-intensive games) resolution than the display screen can support..

Faulty lid switch may put the system into Sleep or Hibernation mode.

Troubleshooting steps

Use an external monitor with higher resolution.

Test with external monitor using HDMI or HP port. Press the power button and close the
computer lid to force video output to external video. If there is still no video, contact support.

References See section No video (with power) on page 101 for display information.

Common issues and possible solutions 115

 No video (external)

Symptom Possible causes

No image on external External monitor, resolution, display configuration, drivers.

monitor
Troubleshooting steps

1. Be sure external monitor is compatible with the

computer.

2. Be sure that external monitor is turned on.

3. Press any key to get out power saving mode.

4. Adjust the brightness of the monitor.

5. Test with a verified working monitor.

6. Test the monitor via internal ports (VGA, DP ports).

7. Install latest video driver.

8. Reset the screen resolution as described in the

documentation.

9. Configure display choice, and then force output to

external video by closing the notebook lid or pressing
Fn + F4 to switch screen output.

DisplayPort/VGA
See No video (external) on page 116.

HDMI

Symptoms Possible causes

● Display issue Cable, connection, settings.

● Sound issue

Troubleshooting steps

Quick Check

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

2. Be sure you are using the correct HDMI cable.

3. Check connection and reconnect the HDMI cable.

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

1. Perform hard reset (4. Update BIOS and drivers on page 79).

2. Update BIOS and drivers (4. Update BIOS and drivers on page 79) when sound is heard but
no video on HDTV.

References HP Notebook PCs - Troubleshooting HDMI Display and Sound Issues: http://support.hp.com/us-
en/document/c01186408

116 Chapter 6 Troubleshooting guide

No or bad external video via docking

Symptoms Possible causes

No or bad image on external monitor Rooted from system board, software/drivers, dock connectors, docking station hardware/
via ports of docking station (VGA, DP, firmware, dock video ports (DP, VGA, etc).
TB, display port, etc.)

Troubleshooting steps

1. Refer to the Thunderbolt Dock troubleshooting guide at http://h20565.www2.hp.com/

hpsc/doc/public/display?sp4ts.oid=9822172&docLocale=en_US&docId=emr_na-
c05060909.

2. Be sure that external monitor is powered on.

3. Be sure that external monitor is compatible with the computer.

4. If applicable, plug the dock in different Type-C ports.

For more information, see the technical white paper titled ”HP ZBook 65/150/200 W
Thunderbolt 3 Dock User Guide.” Go to http://support.hp.com/, enter your model
number, and then click Manuals > Technical white papers.

5. If the screen image is distorted, try a DP-to-VGA adapter. Connect the adapter to each
DisplayPort and VGA port of the dock.

6. Test the monitor via internal ports (VGA, DP, HDMI, etc.).

7. Verify that dock connectors 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 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 having the dock
replaced.

Note See the technical white paper titled “Multiple displays on HP ZBook Mobile Workstations”
from HP platform support website. Go to http://support.hp.com/, enter your model number,
and then click Manuals > Technical white papers.

Incorrect or missing color/distorted image

Symptoms Possible causes

System works normally but the display Loose connection, display cable, display, graphics card.
shows:
Troubleshooting steps
● Missing or strange color
Verify with external monitor (i.e., VGA)
● Image distortion
1. Use combination Fn + F4 to enable output to external monitor.

2. Close the lid.

Common issues and possible solutions 117

 If the external monitor also shows incorrect color, it is graphics card issue. Test with a
verified working graphics card.

Verify display cable and cable connection–Display disassembly is required.

Be sure that external display cables are not pinched or damaged.

Be sure that external display cables have good connection at both ends (system board and
display panel).

● If moving cables affects the image, it is display cable. Test with a confirmed working
cable.

● If moving cables does not affect the image, is display issue. Test with a confirmed
working display

Touch screen

Symptoms Possible causes

Unresponsive Dirt and smudge, driver, touch display configuration, power management.

Inaccurate Troubleshooting steps

Quick check

Turn off the computer, spray glass cleaner onto a soft, damp cloth, and gently
wipe the screen to remove dirt and smudge.

NOTE: Do not spray cleaner directly onto the screen.

Configure the touch display in Control Panel > 1. Restart the computer.
Tablet PC Settings
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 tests pass but the touch screen still does not respond,
continue following the steps.

6. Adjust the power management settings for your touch screen.

If the touch screen stops working after waking from sleep, adjust the power
management settings so that the touch screen device stays active while the
computer is in sleep mode.

7. Perform Microsoft System Restore and restore to a time when the system
was working.

8. Perform HP System Recovery if none of the above actions resolves the issue.

References HP Notebook PCs - Touch Screen Issues (Windows 10): http://support.hp.com/us-

en/document/c04789449

HP Notebook PCs - Touch Screen Issues (Windows 8): http://support.hp.com/us-

en/document/c04676089

118 Chapter 6 Troubleshooting guide

I/O devices
NOTE:
● Make sure external devices are supported and compliant (i.e., USB Type C, Thunderbolt 3, PCI Express,
etc).
● If you have problems with external devices not provided by HP, contact device manufacturers for
compatibility and latest drivers prior to troubleshooting (i.e., USB devices, Thunderbolt devices, PCI
Express Card reader, VGA/Display/HDMI monitors, Speakers, etc).
● Be sure I/O devices are properly inserted into the I/O ports, and then be sure the I/O devices are
recognized by Windows Device Manager.

Keyboard

Symptoms Possible causes

Keystrokes not recognized Dust trapped under keycap, loose keycap, loose keyboard connection, defective keyboard.

Characters not matched

Troubleshooting steps

1. Inspect the keyboard for any signs of dust, liquid, or debris trapped under sticky keys
that might prevent keystroke recognition.

2. Check for incomplete connection between keyboard and system board by verifying that
caps lock or num lock light turns on when key is pressed.

3. Verify whether the keyboard 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 default may help.

7. Test with verified working operating system or restore operating system to be sure that
the issue is not caused by different language settings, sticky keys feature, etc.

8. Verify that keyboard flex cables are fully inserted and in good condition.

The sections below are intended for authorized service providers/technicians.

1. Verify if keyboard flex cable is in good condition (no delamination or torn cable end, no
missing or cracked tracks, pads).

2. Verify keyboard flex cable ends are fully inserted and aligned with connectors on
system board, and those connector tabs are properly closed. Reseat cables.

3. Replace new internal keyboard and retest.

Tips and tricks A key only works when pressed with force. Inspect and remove debris trapped under keycap.

Common issues and possible solutions 119

 Keyboard point stick

Symptom Possible causes

Point stick not working properly Dust trapped under point stick, loose point stick cap.

Troubleshooting steps

1. Inspect any signs of dust, liquid spill that prevent point stick from working.

2. Check whether point stick cap is loose and reseat it if necessary.

The sections below are intended for authorized service providers/technicians.

1. Verify whether keyboard flex cables are in good condition (no delamination or torn
cable end, no missing or cracked tracks, pads).

2. Verify keyboard flex cable ends are fully inserted and aligned with connectors on
system board and back of keyboard and that connector tabs are properly closed.

3. Reseat point stick cables.

Example of back of keyboard, including

keyboard, point stick, and backlight
cables.

Keyboard backlight

Symptom Possible causes

Backlight function not working Backlight disabled, loose connection.

properly

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 not
disabled by pressing a combination of Fn + Backlit key.

The sections below are intended for authorized service providers/technicians.

1. Verify if backlight flex cables are in good condition (no delamination or torn cable end,
no missing or cracked tracks, pads).

2. Verify backlight flex cable ends are fully inserted and aligned with connectors on
system board and that connector tabs are properly closed.

3. Reseat backlight cable.

120 Chapter 6 Troubleshooting guide

TouchPad

Symptoms Possible causes

Not working properly On/Off enabled, driver, settings.

Troubleshooting steps

1. Ensure touchpad On/Off light is not amber (disabled). Double touch to enable.

2. Verify if touchpad device is listed in Device Manager > Mice and other pointing
devices.

3. Install the latest touchpad driver.

4. Adjust touchpad settings (Control Panel > Mouse).

5. Test touchpad controller using the HP PC Hardware Diagnostics (UEFI) tool (F2 >
Component Tests > Mouse Test > Pointer Test & Drag and Drop Test).

The sections below are intended for authorized service providers/technicians.

1. Check the touchpad cable for damage or a loose connection, and then reseat the
touchpad cable.

2. If issue persists, replace the touchpad and verify the change.

Network Connectivity Ethernet (RJ-45 jack)

Symptoms Possible causes

● Unable to find networks (yellow bang) Network source, cable, connection, RJ-45 port, driver, settings.

● Connection dropouts

● Slow performance

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 1. Turn off the computer’s wireless feature (press wireless button).
HPSA
2. Verify that networking source with recommended distance to the base is
less than 300 feet.

3. Examine the Ethernet cable for damage. Test with a verified working
cable.

4. Test with different networks and jacks and check with IT for hardware
compatibility settings.

5. Connect a verified working RJ-45 cable directly to the computer to isolate

other related issues (e.g., router, switch, docking station).

6. Verify Ethernet port lights (RJ-45):

– Green (left): network is connected.

– Amber (right): network is showing activity.

7. Test with HP Support Assistant in Windows.

Common issues and possible solutions 121

 8. Diagnose with HP PC Hardware Diagnostics (UEFI) to isolate a hardware
issue from a software issue.

9. Examine Ethernet ports on the computer, docking station, and wall for
damage, dust, obstructions.

10. Update drivers: Verify that Ethernet module is displayed in Device

Manager and be sure that device driver is up to date. If updating drivers
does not help, try rolling back to previous drivers.

11. Reset BIOS to Default: If other devices can connect to network, but
computer cannot connect, a BIOS setting might be the cause of the
problem. Restore BIOS to default.

12. Test with verified working operating system or perform operating system
recovery to verify that the issue is not caused by customized settings.

13. Replace system board and verify that the issue is fixed.

Network connectivity wireless (WLAN)

Symptoms Possible causes

● Unable to find networks (yellow bang) Network source, cable, connection, wireless module, driver, settings.

● Connection dropouts

● Slow performance

HP Support Assistant tool - No network detected in Troubleshooting steps

HPSA
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 wireless light is on. If the light is amber, press the wireless
button to enable the wireless device.

6. Test with HP Support Assistant in Windows.

7. Diagnose with HP PC Hardware Diagnostics (UEFI) to isolate a hardware

Wireless Adapter Properties - U-APSD support issue from a software issue.

8. Update drivers: Verify that wireless module is displayed in Device Manager

and be sure that wireless drivers are up to date using www.hp.com or HP
Support Assistant. If updating drivers does not help, try rolling back to
previous drivers.

9. Reset BIOS to Default: If other devices can connect to your wireless

network, but your computer cannot connect, a BIOS setting might be the
cause of the problem. Restore BIOS to default.

10. Configure power management advanced settings as necessary.

In the example to the left, U-APSD support (Unscheduled Automatic Power

Save Delivery) is changed to Disabled to resolve an incompatible access

122 Chapter 6 Troubleshooting guide

 point. If disabling U-APSD improves the throughput issue, check with the
access point provider for updated firmware that resolves the issue.

11. Test with verified working operating system or perform operating system
recovery to verify that the issue is not caused by customized settings.

12. Test with a verified working wireless module.

The sections below are intended for authorized service providers/technicians.

1. Verify that the wireless module and its antenna cables are fully inserted
and in good condition (see WLAN module removal and replacement
section). Reseat wireless module and antenna connection.

2. Verify module antenna cable connection 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 Possible causes

Unable to find networks/service 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 strength is good.

4. Make sure your service is active.

The sections below are intended for authorized service providers/technicians.

● Verify module and antenna cable connections are not loose.

● Verify antenna cables are properly connected to the correct terminals. For example, the
antenna cable labeled “1” connects to the “Main” terminal labeled “1”. The antenna cable
labeled “2” connects to the “Aux” terminal labeled “2”.

Common issues and possible solutions 123

 USB

Symptoms Possible causes

● USB devices are not recognized USB devices do not have the latest software drivers, port insufficient power, or not
compliant.
● USB devices are not charging
NOTE: USB Type-C uses a different connector entirely

Examples of USB device Not Recognized Troubleshooting steps

1. Unplug USB device and/or restart the computer (wait for 2-5 minutes) to reset USB
port/hub in case of power surge.

2. Soft Reset (9. Soft reset (Default Settings) on page 90) and verify if USB device is
recognized.

3. Verify if USB device is recognized in 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 charging a USB device, or an external AC power
adapter may be required for an external USB storage to work properly.

6. Test with verified working USB devices (keyboard, mouse, USB key) to make sure
USB ports are functional.

7. Test USB device on a verified working computer to make sure USB device is not
malfunctioning.

124 Chapter 6 Troubleshooting guide

Smart card reader

Symptoms Possible causes

● Not recognized Physical damage, incorrect insertion, dirt, driver, malfunctioning card reader.

● Unable to write NOTE: Some cards have a read/write security switch on the card. Make sure that
switch is set to “write enabled” before attempting to write data to it.

Card Reader Removal Policy Troubleshooting steps

1. Verify card reader removal policy.

2. Make sure there is no physical damage to the card.

3. Inspect the ends of the memory cards for dirt 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 function with a verified working card.

CAUTION: If the card reader has an in-use indicator light, do not insert or remove
memory cards while the light is flashing. Doing so may cause loss of data on the card
or may permanently damage the card reader.

Common issues and possible solutions 125

 Speaker, headphone - audio issues

Symptoms Possible causes

● No sound from external or Volume turned down, sound card not recognized, malfunctioning hardware, electronic
internal speakers interference.

● Distorted sound, too soft, too

loud, intermittent

Troubleshooting steps

1. Remove any device connected to the Audio jack to enable the internal speaker.

2. Close all open programs.

3.
Adjust volume by pressing Fn + 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 that the sound is not muted.

4. Verify that sound card is detected in Windows Device Manager.

5. Reinstall the latest audio driver.

6. Test audio device using HP PC Hardware Diagnostics (UEFI) tool (F2 > Component Tests
> Audio).

7. Test with a verified working operating system. If issue is resolved, restore 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 that the sound it not muted.

2. Check headphone cable connection.

3. Test with a verified working audio board.

4. Replace audio board and verify the change.

No sound from external speakers 1. Verify that external speakers are turned on.

2. Disconnect headphones from headphone jack.

3.
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 that the sound is not muted.

4. Check for possible interference devices nearby that may impact the audio (cell phone or
portable communications handset.)

126 Chapter 6 Troubleshooting guide

Thunderbolt (TB)

Symptom Possible causes

Thunderbolt device not working BIOS, drivers, and user settings.

Troubleshooting steps

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

2. Reset User Account Settings to default.

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

4. Verify that TB device is detected in Windows Device Manager.

5. 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.

Common issues and possible solutions 127

 Thunderbolt 3 dock

Symptom Possible causes

Thunderbolt dock and devices not System BIOS, firmware, drivers, user settings, Thunderbolt dock firmware and driver, or
working hardware issues.

Troubleshooting steps

1. Important: review dock user guide and documents in references section for best
practices.

Refer to “HP Elite Dock with Thunderbolt 3 and HP ZBook Dock with Thunderbolt 3 - Using
and Troubleshooting the Dock” at http://h20565.www2.hp.com/hpsc/doc/public/display?
sp4ts.oid=9822172&docLocale=en_US&docId=emr_na-c05060909 for detailed
instructions on how to troubleshoot common problems.

Docking and undocking (i.e., unplug the dock before putting notebook into Standby).

Connecting and disconnecting the dock.

Connecting external devices to the dock.

Configuring an external monitor.

Sleep, hibernation, shutdown, and restart.

Troubleshooting common problems.

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 – dock is required to be plugged in.

Dock: Thunderbolt 3 Dock firmware – dock is required to be plugged in.

3. Visual inspection.

Inspect TB ports on your computer for any signs of damage.

Inspect dock cables on both ends and dock ports for any signs of damage.

4. Verify status light.

Verify system AC adapter light is on. Follow steps below if there is no AC adapter light.

Verify AC adapter by connecting AC adapter directly to the system.

Verify dock power light is on.

Verify TB cable and devices are properly connected. Use a verified working TB cable to
insure there is a good connection between the dock and system.

128 Chapter 6 Troubleshooting guide

 Use a verified working dock. If the computer operates normally, there is a problem with the
original dock.

References Go to http://support.hp.com/, enter your model name or model number, or search for user guide
titled ”HP ZBook 150W Dock with Thunderbolt 3” or HP ZBook 200W Dock with Thunderbolt 3”,
and then click Manuals > Technical white papers.

Advisory: HP ZBook Dock with Thunderbolt 3 - HP Mobile Workstation May Not Detect ZBook
Thunderbolt Dock: http://h20564.www2.hp.com/hpsc/doc/public/display?docId=emr_na-
c05178033

Storage
NOTE:
● Back up all critical data prior to drive troubleshooting.
● Prior to contacting support, HP recommends that you run a drive (HDD, SSD, M.2 drive) test using the HP
PC Hardware Diagnostics (UEFI) tool on the suspected failed drive.
● Diagnose the hard drive using BIOS, Diagnostics built in the shipping image, or an external USB (HP PC
Diagnostics 3-in-1 USB Key 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, 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 not fail the HP Hard Drive Self-Test.
● If there is no physical problem with the hard drive (or memory), then try reinstalling the Windows
operating system to troubleshoot the problem.

Common issues and possible solutions 129

 Hard drive/solid-state drive not recognized

Symptom Possible causes

Hard drive is not recognized during Loose connection, faulty hard drive, faulty drive configuration/BIOS setting.
POST
Troubleshooting steps

1. Perform a hard reset (8. Hard reset on page 89).

2. Reset BIOS to default.

3. Verify hard drive connection and flex cable. Reseat hard drive and cable connection. For
multiple storage devices, keep the primary drive with the operating system and remove
other devices.

4. Use the HP Hardware Diagnostics tool to verify the drive is recognized and test it.

5. If the hard drive fails diagnostics, record failure and have the drive replaced.

6. Identify when the issue is related to software. If the hard drive passes diagnostics, test
the drive on a verified working computer. If the failure follows the drive, reinstall the
operating system to make sure software is not an issue.

7. Test with a verified working hard drive. If it is still not recognized, the system board is
faulty.

NOTE: If the drive is seen in BIOS and Diagnostics, try a secure erase prior to replacing a
drive as this may resolve related issues.

No boot to operating system (no read/write error)

Symptoms Possible causes

● Post error message: Boot Device Operating system, loose connection, faulty hard drive, BIOS configuration, Secure Boot.
not found (3F0)
Troubleshooting steps
● Hang when booting to operating
system 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 more information, see “HP
PCs - Secure Boot (Windows 8)” at http://support.hp.com/us-en/document/c03653226.

2. Reset BIOS to default. Be sure that BIOS Boot Mode in Boot Option is set up properly
for bootable device and its operating system (i.e., UEFI Native for Windows 8).

Another example, choosing Legacy Boot Order for an UEFI device will cause "Boot
Device not found (3F0)" error.

3. Verify hard drive connection and flex cable. Reseat connection. For multiple storage
devices, keep the primary drive with the operating system and remove other devices.

4. Use PC Hardware Diagnostics tool to test. Record failure code and have the hard drive
replaced.

5. If there is no error, reinstall the operating system using HP Restore.

6. Test with a verified working operating system hard drive, if available.

Note If there is a hard drive POST error message, see POST Error Messages and User Actions
on page 140.

130 Chapter 6 Troubleshooting guide

Read-write error

Symptoms Possible causes

● Post error message (i.e., error Loose connection, faulty hardware.

code 301)
Troubleshooting steps
● Hang when working on data, files,
documents 1. Perform a hard reset (8. Hard reset on page 89).

2. Reset BIOS to default (9. Soft reset (Default Settings) on page 90).

3. Verify drive connection and flex cable. Reseat connection (10. Reseat cables and
connections on page 90).

4. Use the HP Hardware Diagnostics tool to test. If failed, record failure code and have the
hard drive replaced.

5. If no error with HP PC Hardware Diagnostics (UEFI) tool, try to repair the hard drive and
its files in Windows (using command “CHKDSK /f /r /x”). Use HP Restore to
reinstall the operating system, if needed.

6. Test with a verified working hard drive. If it is not recognized, the system board is
faulty.

Note If there is a hard drive POST error message, see POST Error Messages and User Actions
on page 140.

Slow performance

Symptoms Possible causes

Slow performance even when Operating system files, hard drive is full.
performing small read/write
operations 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 optimal system performance, you need to place your operating system and all of your
most commonly used applications and files in the fastest hard drive (solid-state drive) and
fastest areas on the drive (primary partition of 200 GB max).

See “Improving System Performance” at http://h20564.www2.hp.com/hpsc/doc/public/

display?docLocale=en_US&docId=emr_na-c00816938. Also see Routine Maintenance for
Performance Improvement on page 141).

Blue screen (BSOD) error

Faulty hard drive may cause blue screen error. Perform the drive tests using the HP Diagnostics Tool to make
sure the drive is functional. If all of the tests pass, see Common Blue Screen Error Messages on page 142 for
detailed troubleshooting steps.

Common issues and possible solutions 131

 Noisy hard drive
IMPORTANT: An SSD has no moving parts, so it does not make loud or clicking noise.
Depending on type and rotational speed, some hard drives will make more noise than others.
Not all noises are related to the fan or hard drive.

Symptoms Possible causes

● Loud noise from hard drive BIOS, hard drive firmware, driver, faulty drive, power supply (AC adapter).

● Clicking noise from hard drive Troubleshooting steps

● Still boots to operating system 1. Update BIOS and hard drive firmware.
and operates normally
2. Examine AC adapter to be sure that it is not faulty or overloaded. Disconnect all
peripherals (USB storages, dock, etc.).

3. Remove hard drive to isolate the noise.

4. Test the hard drive on a verified 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 Hardware Diagnostics (UEFI), perform disk defragmentation

(some hard drives make a clicking noise when highly fragmented).

Tips & tricks For optimal system performance, place your operating system and all of your most
commonly used applications and files on the fastest hard drive or solid-state drive and on
the fastest areas on the drive (primary partition of 200 GB max).

See “Improving System Performance” at http://h20564.www2.hp.com/hpsc/doc/public/

display?docLocale=en_US&docId=emr_na-c00816938. Also, see Routine Maintenance for
Performance Improvement on page 141).

132 Chapter 6 Troubleshooting guide

Mechanical
Fan error message - 90B

Symptoms Possible causes

Fan error 90B at boot Defective fan; out-of-date BIOS.

CAUTION: May lead to system ● The system fan is not spinning or not spinning properly (loose connection, fan is stuck
shutdown, data loss or possible system or defective).
damage.
● The temperature inside the case is too high, and the fan cannot spin fast enough to
remove the heat due to an obstruction to air flow.

Troubleshooting steps

General actions

1. Update BIOS and drivers (4. Update BIOS and drivers on page 79) or reset BIOS to
default. BIOS may implement new fan characteristics and updates for other
components.

2. Perform a hard reset (8. Hard reset on page 89). Performing a hard reset can reset
recorded thermal values in memory.

Thermal-related issue

1. Verify thermal condition:

a. Check fan and connection. Reseat fan cable.

b. Be sure that no obstructions or dust are in heat sink fan, fin, or vent.

c. Test fan using HP PC Hardware Diagnostics (UEFI) tool (6. HP Hardware

Diagnostics and Tools on page 80). 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 Monitor tool (available only to authorized service providers/

technicians) to run stress test (processor and GPU) and verify that thermal
sensors are within limits after thermal condition is serviced.

Note BIOS currently omits fan presence detection to shorten boot time delay less than four
seconds. Therefore, the fan error is generated based on previous boot to operating system
that found system fan error.

Fan often is part of thermal solution, including heat sink, fin/ muffler, and thermal grease.
Fan replacement requires reboot and fan function verification using HP PC Hardware
Diagnostics (UEFI) tool.

Common issues and possible solutions 133

 See “Reducing Heat Inside the PC to Prevent Overheating” at http://h20564.www2.hp.com/
hpsc/doc/public/display?docLocale=en_US&docId=emr_na-c01657439.

Noise (sound)

Symptoms Possible causes

Computer emits abnormal noise Aside from basic components (power adapter/supply, fan, speaker, hard drive, optical drive,
display panel, external devices), it is also common for electronic components to produce
noise.

Troubleshooting steps

1. Inspect external power source and change to verified working one.

2. Determine whether the noise comes from AC power adapter. Test with a verified
working AC adapter.

Disconnect external devices and all cables connected to the computer to isolate issue to
computer only.

Noisy fan Determine whether the noise comes from the fan. 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 135.

Noisy hard drive Determine whether the noise comes from the hard drive.

See Noisy hard drive on page 132.

Noisy optical drive 1. Determine whether the noise comes from an optical drive.

2. Remove CD/DVD from the optical drive.

Noisy speaker 1. Determine whether the noise comes from speaker.

2. Test with a verified working external headset/speaker.

Noisy display Determine whether the noise comes from display panel (humming noise). Change display
frequency settings. See Display on page 113.

The section below is intended for authorized service providers/technicians.

1. After disassembling the chassis, inspect components of the interior for excessive wear
or damage.

2. If noise issues persist, proceed with process of elimination for battery, AC adapter, or
boards.

134 Chapter 6 Troubleshooting guide

Fan runs constantly

Symptoms Possible causes

● Fan never stops running ● BIOS not up to date.

● Generates heat ● Thermal condition (fan, air flow)--fan may not be defective but must run constantly to
remove excess heat generated by electrical components.
● Decreased computer
performance ● Inappropriate configuration.

Troubleshooting steps

General actions

1. Verify whether BIOS is set to Fan Always on while on AC Power F10 Setup. When
booting the computer, press F10 to open Setup, and then select Advanced > Built-In
Device Options Menu.

2. Update BIOS and drivers (4. Update BIOS and drivers on page 79) and reset BIOS to
default. BIOS may implement new fan characteristics and updates for other
components.

3. Perform a hard reset (8. Hard reset on page 89). Performing a hard reset can reset
recorded thermal values in memory.

Thermal-related issue

1. Verify fan is spinning. Reseat fan cable before moving to next step.

a. Check fan and connection. Reseat fan cable.

b. Be sure that no obstructions or dust are in heat sink fan, heat sink fin, or vent.

c. Test fan using HP PC Hardware Diagnostics (UEFI) tool (6. HP Hardware

Diagnostics and Tools on page 80). 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 83) to run stress test (processor and GPU) and verify that
thermal sensors are within limits after thermal condition is serviced.

User configuration

Change Power Options in Windows (i.e., choosing Balanced mode instead of High
performance). High performance and extensive graphics may cause the fan run constantly
to release the heat.

Notes BIOS currently omits fan presence detection to shorten boot time delay less than four
seconds. Therefore, the fan error is generated based on previous boot to operating system
that found system fan error.

Fan often is part of thermal solution, including heat sink, heat sink fin/muffler, and thermal
grease. Fan replacement requires reboot and fan function verification using HP PC Hardware
Diagnostics (UEFI) tool.

For more information, see the following links:

● HP Notebook PCs - Fan is Noisy and Spins Constantly, PC is Warmer than Normal:

http://support.hp.com/us-en/document/c01007591.

Common issues and possible solutions 135

 ● Reducing Heat Inside the PC to Prevent Overheating: http://h20564.www2.hp.com/
hpsc/doc/public/display?docLocale=en_US&docId=emr_na-c01657439.

● Improving System Performance: http://h20564.www2.hp.com/hpsc/doc/public/

display?docLocale=en_US&docId=emr_na-c00816938.

Thermal shutdown (hot)

Symptoms Possible causes

Similar to fan runs constantly issue BIOS, drivers not up to date, thermal condition (fan, air flow)
(Fan runs constantly on page 135)
Troubleshooting steps
● System shutdown
1. Update BIOS and drivers (4. Update BIOS and drivers on page 79) and reset BIOS to
● Abnormal heat default. BIOS may implement new fan characteristics and updates for other component.
● Continually running fan NOTE: Studio model is shipped with Intel Dynamic Platform and Thermal Framework
(DPTF) driver that provides system temperature and power utilization information for
● Decreased computer
the system thermal protection to function properly. When DPTF driver is installed,
performance
ensure DPTF is also enabled in F10 BIOS (by default).

2. Perform a hard reset (8. Hard reset on page 89). Performing a hard reset can reset
recorded thermal 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 connection. Reseat fan cable.

b. Be sure that no obstructions or dust are in heat sink fan, fin, or vent.

c. Be sure that the notebook is not sitting on a hot surface that blocks vent intakes.

d. Test fan using HP PC Hardware Diagnostics (UEFI) tool (6. HP Hardware Diagnostics
and Tools on page 80). 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/

technicians) to run stress test (processor and GPU) and verify that thermal sensors
are within limits after thermal condition is serviced.

Note See “Reducing Heat Inside the PC to Prevent Overheating” at http://h20564.www2.hp.com/

hpsc/doc/public/display?docLocale=en_US&docId=emr_na-c01657439.

136 Chapter 6 Troubleshooting guide

Stuck power button

Symptoms Possible causes

● Rear power indicator light is on Sticky or defective power button.

● Will not turn on when power Troubleshooting steps

button is pressed
General actions
● Automatically powers on
1. Perform a hard reset (8. Hard reset on page 89).

2. Perform a soft reset if system can turn on.

The sections below are intended for authorized service providers/technicians.

1. Disassemble the unit.

2. Inspect power button on the top cover and on the system board to make sure these
buttons move freely.

Additional information
The following sections provide additional information that can be used during the troubleshooting process.

Acronyms
The following acronyms are used in this chapter.
Blue screen (BSOD)—A Windows error screen that can occur if a problem causes your computer to shut down
or restart unexpectedly. When you experience this type of error, you will not be able to see items such as the
Start menu or the taskbar when your computer is turned on. Instead you might see a blue screen with a
message that 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–Maintenance and Service Guide
mWS–Mobile Workstations
WS–Workstations
OS–Operating system
PC–Personal computer
POST–Power-On Self-Test

Additional information 137

 SSD–Solid-state drive
TSG–Troubleshooting Guide
UEFI–Unified Extensible Firmware Interface
WLAN–Wireless local area network
WWAN–Wireless wide area network

Blinking lights and boot error codes

The information below is from the white paper “HP Business Notebook and Desktop PC F10 Setup, 2014
Business PC models” at http://h10032.www1.hp.com/ctg/Manual/c04685655.
In some cases, when the host processor is not executing code or does not have the necessary code to drive
the display, light blink codes inform you of a problem.
Table 6-6 Boot-error codes

Blink codes Error

Amber battery light: blinks 1 Hz continuously Embedded Controller unable to load firmware

Caps/num lock lights = 1 blink Processor not executing code

Caps/num lock lights = 2 blinks BIOS recovery code unable to find valid BIOS recovery image

Caps/num lock lights = 3 blinks Memory module error

Caps/num lock lights = 4 blinks Graphics controller error

Caps/num lock lights = 5 blinks System board error

Caps/num lock lights = 6 blinks Intel Trusted Execution Technology (TXT) Error

Caps/num lock lights = 7 blinks Sure Start unable to find valid BIOS Boot Block image

Caps/num lock lights = 8 blinks Sure Start has identified a problem (Manual Recovery Policy Set)

Processor not executing 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 75.

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 unable to find valid BIOS recovery image

This computer has experienced a problem in locating a valid BIOS image, resulting in a failed startup. This
problem may be resolved by placing a clean copy of the system BIOS on a USB key or in the appropriate hard
drive directory and performing a reboot. If this error reoccurs, refer to General troubleshooting steps
on page 75.

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 twice followed by a pause, and then continue in a repeating pattern.

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Memory module error
This computer has experienced a memory initialization problem resulting in a failed startup. This issue may
be related to the memory modules in the computer. This problem may be resolved by ensuring that memory
modules are correctly inserted and seated. If this error reoccurs, a service event is required to determine the
source of the error (memory modules or system board) 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 “Off” or “Hibernated” state, lights associated with the caps lock and
num lock keys will both blink three times followed by a pause, then continue in a repeating pattern.

Graphics Controller Error (No Controller)

This computer has experienced a graphics controller initialization problem resulting in a failed startup. This
issue may be related to the graphics controller in your machine. This problem may be resolved by ensuring
that the graphics controller module is seated correctly in machines with modular graphics. If this error
reoccurs, 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 “Off” or “Hibernated” state, lights associated with the caps lock and
num lock keys will both blink four times followed by a pause, then continue in a repeating pattern.

Failure - System Board Error

This computer 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 “Off” or “Hibernated” state, lights associated with the caps lock and
num lock keys will both blink five times followed by a pause, then continue in a repeating pattern.

Intel Trusted Execution Technology (TXT) Error

This computer has experienced a problem related to the Intel Trusted Execution Technology resulting in a
failed startup. The error occurs when all of the following are true:
● The Intel Trusted Execution Technology (TXT) has been enabled on the computer.
● Policies have been set to prevent startup if the BIOS measurement has changed.
● The BIOS measurement has changed.
For more information about Intel TXT, go to http://www.intel.com/content/dam/www/public/us/en/
documents/white-papers/trusted-execution-technology-security-paper.pdf.
A service event is required to resolve this issue.

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 six times followed by a pause, then continue in a repeating pattern.

Sure Start unable to find valid BIOS Boot Block image

This computer has experienced a problem in locating a valid BIOS image, resulting in a failed startup. A service
event is required to identify the source of the error and take appropriate corrective action.

Additional information 139

 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 seven times followed by a pause, then continue in a repeating pattern.

Sure Start has identified a problem (Manual Recovery Policy Set)

This computer has experienced a problem in locating a valid BIOS image, resulting in a failed startup. HP Sure
Start will normally repair this type of issue; however, on this computer HP Sure Start has been configured to
operate in manual mode key sequence. To proceed with the repair, press and hold the following keys: <ESC>
+<UP arrow>+<DOWN arrow>. To avoid the need for this manual recovery step, set the HP Sure Start recovery
policy to automatic. If this error reoccurs, a service event is required to identify the source of the error and
take 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 “Off” or “Hibernated” state, lights associated with the caps lock and
num lock keys will both blink eight times followed by a pause, then continue in a repeating pattern.

POST Error Messages and User Actions

Test description Displayed message Error code Possible user actions

Product Invalid value 00A Contact support for assistance.

information

Startup test Memory module 2E1, 2E2 Attempt to reseat the memory module and then repeat the test.

See “Overview of How to Troubleshoot Problems When 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 301 Attempt to reseat the hard drive and repeat the test.
Hard Drive Detects
Imminent Failure The hard disk drive may have failed. Contact support for assistance.

Startup test Hard Disk 2 SMART 302 Attempt to reseat the hard drive and repeat the test.
Hard Drive Detects
Imminent Failure The hard disk drive may have failed. Contact support for assistance.

Startup test Hard Disk 3-6: SMART 309–30C Attempt to reseat the hard drive and repeat the test.
Hard Drive Detects
Imminent Failure The hard disk drive may have failed. Contact support for assistance.

Boot Device Boot device not found 3F0 Indicates a potential problem with the hard drive. Please run the hard
Manager drive test.

See “Testing a Hard Disk using the Built in Self Test “ at

http://h20566.www2.hp.com/hpsc/doc/public/display?
docLocale=en_US&docId=emr_na-c00439024 for more information.

BIOS Recovery BIOS recovery 500 This message indicates that BIOS recovery was completed successfully. No
occurred further action is required.

Battery Check Primary battery 601 This indicates that the primary battery has very low capacity. See
rReplace “Checking the Status of the Battery” at http://h20566.www2.hp.com/
hpsc/doc/public/display?docLocale=en_US&docId=emr_na-c00821536
for details on using the HP Support Assistant to verify the battery
capacity and, if necessary, order a replacement.

Wireless Module Not installed or 701 Reseat the wireless LAN adapter module, if your notebook supports it.
responding

140 Chapter 6 Troubleshooting guide

 Test description Displayed message Error code Possible user actions

Because seating or reseating a wireless LAN adapter is unique to each

computer model. For more information, see the chapter titled “Removal
and replacement procedures for Customer Self-Repair parts.”

Fan Fan not operating 90B The system fan may be malfunctioning.
correctly
For information on troubleshooting heat-related issues, see “HP
Notebook PCs - Fan is Noisy and Spins Constantly, PC is Warmer than
Normal” at http://support.hp.com/us-en/document/c01007591.

A hard reset can sometimes restore the system fan to working order. See
“Use Hard Reset to Resolve Hardware and Software Issues” at
http://h20566.www2.hp.com/hpsc/doc/public/display?
docLocale=en_US&docId=emr_na-c01684768 for details.

If the system fan continues to malfunction, contact support.

Fan System temperature 90D System BIOS detected your computer was previously shut down to avoid
overheating. Overheating may occur if the cooling 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 computer is off, clean the vent exterior to remove dust
build-up.

● Check for a BIOS update.

Routine Maintenance for Performance Improvement

See “HP Notebook PCs - Improving the Performance of Your Computer” at http://h20564.www2.hp.com/
hpsc/doc/public/display?docLocale=en_US&docId=emr_na-c00816938.
The following table presents a summary of the suggested times for performing the routine maintenance
tasks described in this document.

Tasks Weekly Monthly Occasionally

Perform a system tune up. X

Run Windows Update. X

Scan for and remove viruses. X

Scan for and remove spyware and adware. X

Empty the Recycle Bin. X

Delete temporary Internet files. X

Back up user files. X

Create a restore point. X

Defragment the hard drive. X

Run Scan Disk. X

Additional information 141

 Tasks Weekly Monthly Occasionally

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 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.microsoft.com/en-us/library/windows/hardware/
ff559209(v=vs.85).aspx.

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Microsoft general troubleshooting of Windows bug check codes
● If you recently added hardware to the system, try removing or replacing it. Or check with the
manufacturer to see if any patches are available.
● Try running HP PC Hardware Diagnostics (UEFI).
● Check with the manufacturer to see if an updated system BIOS or firmware is available.
● Be sure that any expansion board is properly seated and all cables are completely connected.
● Confirm that any new hardware that is installed is compatible with the installed version of Windows.
● If new device drivers or system services have been added recently, try removing or updating them.

NOTE: Use safe mode when removing or disabling components. Safe mode loads only the minimum
required drivers and system services during the Windows startup. To enter safe mode, restart your
computer and press F8 at the menu that displays the operating system choices. At the resulting
Windows Advanced Options menu, choose Safe Mode.

● Run a virus detection program. Viruses can infect all types of hard drives formatted for Windows, and
resulting drive corruption can generate system bug check codes. Be sure that the virus detection
program checks the Master Boot Record for infections.
● Verify that the system has the latest service pack installed. To detect which service pack, if any, is
installed on your system, click Start, click Run, type winver, and then press Enter. The About Windows
dialog box displays the Windows version number and the version number of the service pack, if one has
been installed.
● Disable BIOS memory options such as caching or shadowing.
● Check the System Log and Application Log in Event Viewer to see if any additional error messages have
been logged recently. These might pinpoint the cause of the error.

Use Windows Debugging Tool

The Windows Debugger (https://msdn.microsoft.com/library/windows/hardware/ff551063%20(v=vs.
85).aspx) is one of the primary tools used by Microsoft software developers to analyze and resolve errors that
result in memory dumps. Use the tool to determine the cause of the error. Follow general steps for
downloading, setting up, and using the Windows 10 debugging tool. A similar process is used for Windows 7
or Windows 8.

NOTE: The following screen shots provide only an example of the tool. Specifics shown are not
representative of all applications of the debugging tool. This is a Microsoft tool supported by Microsoft.

Additional information 143

 Windows Software Development 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.

144 Chapter 6 Troubleshooting guide

4. Run the SDK as an administrator.

5. Set the symbol path. Select File > Symbol File Path.
● In the Symbol path box, type SRV*C:\Windows\symbol_cache*http://
msdl.microsoft.com/download/symbols.
● Save the workspace.

Additional information 145

 6. Open the crash dump file.

146 Chapter 6 Troubleshooting guide

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 147

 Display Issue: Pixel Anomalies
All HP notebook displays adhere to strict quality and reliability specifications. A small percentage of display
panels may have minor cosmetic manufacturing anomalies or irregularities such as bright or dark dots in the
viewable area. These cosmetic imperfections are common to all display panel types and are not specific to
any HP model or product line.
All display panel defects should be examined at the highest possible resolution using both the brightest and
darkest possible backgrounds, because some sub-pixel failures may not be readily visible under certain
conditions.
● Type 1: Bright dot on a dark background = Always On
● Type 2: Dark dot on a bright background = Always Off
● Combination = in any combination and any color that are always on or off
Use the HP PC Hardware Diagnostics (UEFI) tool to determine numbers of pixels and their distance. HP uses
the following set of criteria when damaged displays are submitted 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 ≥ 3 Type 1

N ≤ 2 Type 2

WXGA+, SXGA+, HD+, SXGA+ N ≤ 3 Type 1 N ≥ 4 Type 1

N ≤ 3 Type 2

WSXGA+, UXGA, FHD, WUXGA N ≤ 4 Type 1 N ≥ 5 Type 1

N ≤ 4 Type 2

QHD, QHD+, WQXGA, UD N ≤ 5 Type 1 N ≥ 6 Type 1

N ≤ 5 Type 2

Electrical defect clusters (defects within a 5x5 pixel block)

Minimum distance between ANY allowable defects (unless otherwise specified) S ≥ 25 mm S < 25 mm

Cluster with 2 or more sub-pixels with sub-pixel faults Not allowed

Dim lines Not allowed

Cross line(s) on/off Not allowed

Horizontal line(s) on/off Not allowed

Vertical line(s) on/off Not allowed

NOTE: All LCD panel defects should be examined at the highest possible resolution using both the brightest
and darkest possible backgrounds, as some sub-pixel failures may not be readily visible under certain
conditions.
NOTE: Contact support for assistance if issues are not listed.

148 Chapter 6 Troubleshooting guide

Cable management
Proper routing of the internal cables is critical to the operation of the computer. Follow good cable
management practices when removing and installing components.
● Handle cables with care to avoid damage.
● Apply only the tension required to seat or unseat cables during insertion or removal from the connector.
● When possible, handle cables by the connector or pull-strap.
● Route cables in such a way that they cannot be caught or snagged by parts being removed or replaced.
● Keep cables away from direct contact with major heat sources, such as the heat sink. (Some air flow
guides have a cable guide that lets you route cables safely 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 sharply. A sharp bend can break
the internal wires.
● Do not rely on components like the keyboard or service door to push cables down internally. Always
position the cables to lay properly by themselves or in the cable guides and chassis areas designed for
cable routing.

CAUTION: Always release connector latch before removing the cable. Otherwise, pulling the cable could
damage the cable pins and result in a failed device.

Additional information 149

 Connector types
IMPORTANT: Connector pins and connector gold fingers should not be touched directly with bare hands.

There are several different types of connectors on the system board with different requirements for cable
removal or insertion.
Flex cable
When connecting flex cables, push the cable completely, evenly into the connector.
When removing flex cables from a ZIF connector on the system board, always follow these steps:
1. 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 connector evenly. Do not pull on cable to remove.
Slide connector into receptacle on same horizontal plane as board and use flat tool to push evenly into
receptacle.

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Multi-pin horizontal insert connector (LVDS cable to display panel)
Insert procedure:
1. Slide connector evenly into receptacle on same horizontal plane as PCB connector.
2. Pull lock bar to insert and push both side connector horizontally to firmly lock.
3. Tape down lock bar over the panel to hold in position.
Reverse the procedure above to remove the connector:
1. Remove tape.
2. Pull up bar (pull tape) and release the lock with the PCB connector.
3. Pull to the direction in parallel with PCB to withdraw the connector.

Multi-pin vertical insert connector (LVDS cable to system board)

● Remove the connector gasket prior to removing the connector.
● Use flat tool under the connector to remove evenly. Do not pull on the cable to remove.
● Press evenly when reseating/reconnecting/installing the connector.

For more information about cable management, see Cable management on page 149.

Additional information 151

 7 Computer Setup (BIOS), TPM, and HP Sure
Start

Using Computer Setup

Computer Setup, or Basic Input/Output System (BIOS), controls communication between all the input and
output devices on the system (such as disk drives, display, keyboard, mouse, and printer). Computer Setup
includes settings for the types of devices installed, the startup sequence of the computer, and the amount of
system and extended memory.

NOTE: Use extreme care when making changes in Computer Setup. Errors can prevent the computer from
operating properly.

Starting Computer Setup

▲ Turn on or restart the computer, and when the HP logo appears, press f10 to enter Computer Setup.

Using a USB keyboard or USB mouse to start Computer Setup (BIOS)

You can start Computer Setup by using a keyboard or mouse connected to a USB 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 changes go into effect when the computer restarts.

Navigating and selecting in Computer Setup

● To select a menu or a menu item, use the tab key and the keyboard arrow keys and then press enter, or
use a pointing device to select the item.
● To scroll up and down, select the up arrow or the down arrow in the upper-right corner of the screen, or
use the up arrow key or the down arrow key on the keyboard.
● To close open dialog boxes and return to the main Computer Setup screen, press esc, and then follow
the on-screen instructions.

152 Chapter 7 Computer Setup (BIOS), TPM, and HP Sure Start

 To exit Computer Setup menus, choose one of the following methods:
● To exit Computer Setup menus without saving your changes:
Select the Exit icon in the lower-right corner of the screen, and then follow the on-screen instructions.
– or –
Select Main, select Ignore Changes and Exit, and then press enter.
● To save your changes and exit Computer Setup menus:
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.

Restoring factory settings in Computer Setup

NOTE: 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 152.
2. Select Main, and then select Apply Factory Defaults and Exit.

NOTE: On select products, the selections may display Restore Defaults instead of Apply Factory
Defaults and Exit.

3. Follow the on-screen instructions.

4. To save your changes and exit, select the Save icon in the lower-right corner of the screen, and then
follow the on-screen instructions.
– or –
Select Main, select Save Changes and Exit, and then press enter.
Your changes go into effect when the computer restarts.

NOTE: Your password settings and security settings are not changed when you restore the factory settings.

Updating the BIOS

Updated versions of the BIOS may be available on the HP website.
Most BIOS updates on the HP website are packaged in compressed files called SoftPaqs.
Some download packages contain a file named Readme.txt, which contains information regarding installing
and troubleshooting the file.

Determining the BIOS version

To decide whether you need to update Computer Setup (BIOS), first determine the BIOS version on your
computer.
BIOS version information (also known as ROM date and System BIOS) can be accessed by pressing fn+esc (if
you are already in Windows) or by using Computer Setup.

Using Computer Setup 153

 1. Start Computer Setup. See Starting Computer Setup on page 152.
2. Select Main, and then select System Information.
3. To exit Computer Setup without saving your changes, select the Exit icon in the lower-right corner of the
screen, and then follow the on-screen instructions.
– or –
Select Main, select Ignore Changes and Exit, and then press enter.
To check for later BIOS versions, see Downloading a BIOS update on page 154.

Downloading a BIOS update

CAUTION: To reduce the risk of damage to the computer or an unsuccessful installation, download and
install a BIOS update only when the computer is connected to reliable external power using the AC adapter. Do
not download or install a BIOS update while the computer is running on battery power, docked in an optional
docking device, or connected to an optional power source. During the download and installation, follow these
instructions:
Do not disconnect power on the computer by unplugging the power cord from the AC outlet.
Do not shut down the computer or initiate Sleep.
Do not insert, remove, connect, or disconnect any device, cable, or cord.

1. Type support in the taskbar search box, and then select the HP Support Assistant app.

– or –
Select the question mark icon in the taskbar.
2. Select Updates, and then 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-screen instructions to download your selection to the hard drive.
Make a note of the path to the location on your hard drive where the BIOS update is downloaded.
You will need to access this path when you are ready to install the update.

NOTE: If you connect your computer to a network, consult the network administrator before installing
any software updates, especially system BIOS updates.

BIOS installation procedures vary. Follow any instructions that are displayed on the screen after the download
is complete. If no instructions are displayed, follow these steps:
1. Type file in the taskbar search box, and then select File Explorer.

2. Select your hard drive designation. The hard drive designation is typically Local Disk (C:).
3. Using the hard drive path you recorded earlier, open the folder that contains the update.
4. Double-click the file that has an .exe extension (for example, filename.exe).
The BIOS installation begins.
5. Complete the installation by following the on-screen instructions.

154 Chapter 7 Computer Setup (BIOS), TPM, and HP Sure Start

 NOTE: After a message on the screen reports a successful installation, you can delete the downloaded file
from your hard drive.

Changing the boot order using the f9 prompt

To dynamically choose a boot device for the current startup sequence, follow these steps:
1. Access the Boot Device Options menu:
● Turn on or restart the computer, and when the HP logo appears, press f9 to enter the Boot Device
Options menu.
2. Select a boot device, press enter, and then follow the on-screen instructions.

TPM BIOS settings (select products only)

IMPORTANT: Before enabling Trusted Platform Module (TPM) functionality on this system, you must ensure
that your intended use of TPM complies with relevant local laws, regulations and policies, and approvals or
licenses must be obtained if applicable. For any compliance issues arising from your operation/usage of TPM
which violates the above mentioned requirement, you shall bear all the liabilities wholly and solely. HP will
not be responsible for any related liabilities.

TPM provides additional security for your computer. You can modify the TPM settings in Computer Setup
(BIOS).

NOTE: If you change the TPM setting to Hidden, TPM is not visible in the operating system.

To access TPM settings in Computer Setup:

1. Start Computer Setup. See Starting Computer Setup on page 152.
2. Select Security, select TPM Embedded Security, and then follow the on-screen instructions.

Using HP Sure Start (select products only)

Select computer models are configured with HP Sure Start, a technology that monitors the computer's BIOS
for attacks or corruption. If the BIOS becomes corrupted or is attacked, HP Sure Start automatically restores
the BIOS to its previously safe state, without user intervention.
HP Sure Start is configured and already enabled so that most users can use the HP Sure Start default
configuration. The default configuration can be customized by advanced users.
To access the latest documentation on HP Sure Start, go to http://www.hp.com/support. Select Find your
product, and then follow the on-screen instructions.

TPM BIOS settings (select products only) 155

 8 Using HP PC Hardware Diagnostics (UEFI)

HP PC Hardware Diagnostics is a Unified Extensible Firmware Interface (UEFI) that allows you to run diagnostic
tests to determine whether the computer hardware is functioning properly. The tool runs outside the
operating system so that it can isolate hardware failures from issues that are caused by the operating system
or other software components.
When HP PC Hardware Diagnostics (UEFI) detects a failure that requires hardware replacement, a 24-digit
Failure ID code is generated. This ID code can then be provided to support to help determine how to correct
the problem.

NOTE: To start diagnostics on a convertible computer, your computer must be in notebook mode and you
must use the keyboard attached.

To start HP PC Hardware Diagnostics (UEFI), follow these steps:

1. Turn on or restart the computer, and quickly press esc.
2. Press f2.
The BIOS searches three places for the diagnostic tools, in the 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 156.

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 Diagnostics (UEFI) to a USB device

NOTE: The HP PC Hardware Diagnostics (UEFI) download instructions are provided in English only, and you
must use a Windows computer to download and create the HP UEFI support environment because only .exe
files are offered.

There are two options to download HP PC Hardware Diagnostics to a USB device.

Download the latest UEFI version
1. Go to http://www.hp.com/go/techcenter/pcdiags. The HP PC Diagnostics home page is displayed.
2. In the HP PC Hardware Diagnostics section, select the Download link, and then select Run.
Download any version of UEFI for a specific product
1. Go to http://www.hp.com/support.
2. Select Get software and drivers.

156 Chapter 8 Using HP PC Hardware Diagnostics (UEFI)

3. Enter the product name or number.
– or –
Select Identify now to let HP automatically detect your product.
4. Select your computer, and then select your operating system.
5. In the Diagnostic section, follow the on-screen instructions to select and download the UEFI version
you want.
Additional BIOS crisis recovery tool
HP provides a BIOS crisis recovery tool through the HP PC Hardware Diagnostics 3-in-1 USB key. 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 University. See
the modules that cover HP PC Hardware Diagnostics (UEFI).

Downloading HP PC Hardware Diagnostics (UEFI) to a USB device 157

 9 Backing up, restoring, and recovering

This chapter provides information about the following processes. The information in the chapter is standard
procedure for most products.
● Creating recovery media and backups
● Restoring and recovering your system
For additional information, refer to the HP Support Assistant app.
▲ Type support in the taskbar search box, and then select the HP Support Assistant app.

‒ or –
Select the question mark icon in the taskbar.

IMPORTANT: If you will be performing recovery procedures on a tablet, the tablet battery must be at least
70% charged before you start the recovery process.
IMPORTANT: For a tablet with a detachable keyboard, connect the tablet to the keyboard base before
beginning any recovery process.

Creating recovery media and backups

The following methods of creating recovery media and backups are available on select products only. Choose
the available method according to your computer model.
● Use HP Recovery Manager to create HP Recovery media after you successfully set up the computer. This
step creates a 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 158. For information on the recovery options that are available using the recovery media, see
Using Windows tools on page 159.
● Use Windows tools to create system restore points and create backups of personal information.
For more information, see Recovering using HP Recovery Manager on page 160.

NOTE: If storage is 32 GB or less, Microsoft System Restore is disabled by default.

Creating HP Recovery media (select products only)

If possible, check for the presence of the Recovery partition and the Windows partition. From the Start menu,
select File Explorer, and then select This PC.
● If your computer does not list the Windows partition and the Recovery partition, you can obtain recovery
media for your system from support. See the Worldwide Telephone Numbers booklet included with the
computer. You can also find contact information on the HP website. Go to http://www.hp.com/support,
select your country or region, and follow the on-screen instructions.

158 Chapter 9 Backing up, restoring, and recovering

 You can use Windows tools to create system restore points and create backups of personal information,
see Using Windows tools on page 159.
● If your computer does list the Recovery partition and the Windows partition, you can use HP Recovery
Manager to create recovery media after you successfully set up the computer. HP Recovery media can be
used to perform system recovery if the hard drive becomes corrupted. System recovery reinstalls the
original operating system and software programs that were installed at the factory and then configures
the settings for the programs. HP Recovery media can also be used to customize the system or restore
the factory image if you replace the hard drive.
– Only one set of recovery media can be created. Handle these recovery tools carefully, and keep
them in a safe place.
– HP Recovery Manager examines the computer and determines the required storage capacity for
the media that will be required.
– To create recovery discs, your computer must have an optical drive with DVD writer capability, and
you must use only high-quality blank DVD-R, DVD+R, DVD-R DL, or DVD+R DL discs. Do not use
rewritable discs such as CD±RW, DVD±RW, double-layer DVD±RW, or BD-RE (rewritable Blu-ray)
discs; they are not compatible with HP Recovery Manager software. Or, instead, you can use a high-
quality blank USB flash drive.
– If your computer does not include an integrated optical drive with DVD writer capability, but you
would like to create DVD recovery media, you can use an external optical drive (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 can also find contact information on the HP website. Go to http://www.hp.com/
support, select your country or region, and follow the on-screen instructions.
– Be sure that the computer is connected to AC power before you begin creating the recovery media.
– The creation process can take an hour or more. Do not interrupt the creation process.
– If necessary, you can exit the program before you have finished creating all of the recovery DVDs.
HP Recovery Manager will finish burning the current DVD. The next time you start HP Recovery
Manager, you will be prompted to continue.
To create HP Recovery media:

IMPORTANT: For a tablet with a detachable keyboard, connect the tablet to the keyboard base before
beginning these steps.

1. Type recovery in the taskbar search box, and then select HP Recovery Manager.

2. Select Create recovery media, and then follow the on-screen instructions.
If you ever need to recover the system, see Recovering using HP Recovery Manager on page 160.

Using Windows tools

You can create recovery media, system restore points, and backups of personal information using Windows
tools.

NOTE: If storage is 32 GB or less, Microsoft System Restore is disabled by default.

For more information and steps, see the Get started app.
▲ Select the Start button, and then select the Get started app.

Using Windows tools 159

 Restore and recovery
There are several options for recovering your system. Choose the method that best matches your situation
and level of expertise:

IMPORTANT: Not all methods are available on all products.

● Windows offers several options for restoring from backup, refreshing the computer, and resetting the
computer to its original state. For more information see the Get started app.
▲ Select the Start button, and then select the Get started app.
● If you need to correct a problem with a preinstalled application or driver, use the Reinstall drivers and/or
applications option (select products only) of HP Recovery Manager to reinstall the individual application
or driver.
▲ Type recovery in the taskbar search box, select HP Recovery Manager, select Reinstall drivers
and/or applications, and then follow the on-screen instructions.
● If you want to recover the Windows partition to original factory content, you can choose the System
Recovery option from the HP Recovery partition (select products only) or use the HP Recovery media.
For more information, see Recovering using HP Recovery Manager on page 160. If you have not already
created recovery media, see Creating HP Recovery media (select products only) on page 158.
● On select products, if you want to recover the computer's original factory partition and content, or if you
have replaced the hard drive, you can use the Factory Reset option of HP Recovery media. For more
information, see Recovering using HP Recovery Manager on page 160.
● On select products, if you want to 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 163.

Recovering using HP Recovery Manager

HP Recovery Manager software allows you to recover the computer to its original factory state by using the
HP Recovery media that you either created or that you obtained from HP, or by using the HP Recovery
partition (select products only). If you have not already created recovery media, see Creating HP Recovery
media (select products only) on page 158.

What you need to know before you get started

● HP Recovery Manager recovers only software that was installed at the factory. For software not provided
with this computer, you must either download the software from the manufacturer's website or reinstall
the software from the media provided by the manufacturer.

IMPORTANT: Recovery through HP Recovery Manager should be used as a final attempt to correct
computer issues.

● HP Recovery media must be used if the computer hard drive fails. If you have not already created
recovery media, see Creating HP Recovery media (select products only) on page 158.
● To use the Factory Reset option (select products only), you must use HP Recovery media. If you have not
already created recovery media, see Creating HP Recovery media (select products only) on page 158.
● If your computer does not allow the creation of HP Recovery media or if the HP Recovery media does not
work, you can obtain recovery media for your system from support. See the Worldwide Telephone
Numbers booklet included with the computer. You can also find contact information from the HP

160 Chapter 9 Backing up, restoring, and recovering

 website. Go to http://www.hp.com/support, select your country or region, and follow the on-screen
instructions.

IMPORTANT: HP Recovery Manager does not automatically provide backups of your personal data. Before
beginning recovery, back up any personal data you want to retain.

Using HP Recovery media, you can choose from one of the following recovery options:

NOTE: Only the options available for your computer display when you start the recovery process.

● System Recovery—Reinstalls the original operating system, and then configures the settings for the
programs that were installed at the factory.
● Factory Reset—Restores the computer to its original factory state by deleting all information from the
hard drive and re-creating the partitions. Then it reinstalls the operating system and the software that
was installed at the factory.
The HP Recovery partition (select products only) allows System Recovery only.

Using the HP Recovery partition (select products only)

The HP Recovery partition allows you to perform a system recovery without the need for recovery discs or a
recovery USB flash drive. This type of recovery can be used only if the hard drive 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 computer boots, or press and
hold f11 as you press the power button.
For tablets without keyboards:
● Turn on or restart the tablet, and then quickly hold down the volume up button; then select f11.
‒ or –
● Turn on or restart the tablet, and then quickly hold down the volume down button; then select f11.
2. Select Troubleshoot from the boot options menu.
3. Select Recovery Manager, and then follow the on-screen instructions.

Using HP Recovery media to recover

You can use HP Recovery media to recover the original system. This method can be used if your system does
not have an HP Recovery partition or if the hard drive is not working properly.
1. If possible, back up all personal files.
2. Insert the HP Recovery media, and then restart the computer.

NOTE: If the computer does not automatically restart in HP Recovery Manager, change the computer
boot order. See Changing the computer boot order on page 162.

3. Follow the on-screen instructions.

Restore and recovery 161

 Changing the computer boot order
If your computer does not restart in HP Recovery Manager, you can change the computer boot order, which is
the order of devices listed in BIOS where the computer looks for startup information. You can change the
selection to an optical drive or a USB flash drive.
To change the boot order:

IMPORTANT: For a tablet with a detachable keyboard, connect the tablet to the keyboard base before
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 quickly hold down the volume down 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.

162 Chapter 9 Backing up, restoring, and recovering

Removing the HP Recovery partition (select products only)
HP Recovery Manager software allows you to remove the HP Recovery partition to free up hard drive space.

IMPORTANT: After you remove the HP Recovery partition, you will not be able to perform System Recovery
or create HP Recovery media from the HP Recovery partition. So before you remove the Recovery partition,
create HP Recovery media; see Creating HP Recovery media (select products only) on page 158.

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 Remove Recovery Partition, and then follow the on-screen instructions.

Restore and recovery 163

 10 Specifications

Computer specifications
Metric U.S.

Dimensions

Width 386 mm 15.2 in

Depth 264 mm 10.4 in

Height Dream Color (front) 26.33 mm 1.037 in

Height Touch (front) 26.51 mm 1.044 in

Weight (lightest panel, Core i5 CPU, Discrete Gfx, 8GBx1 2.63 kg 5.79 lb
SODIMM, SATA SSD, WLAN/BT, WWAN, non-FPR, 9-cell
battery, backlit keyboard, TouchPad)

Weight (FHD touch anti-glare, Core i5 CPU, Discrete Gfx, 2.86 kg 6.31 lb
8GBx1 SODIMM, SATA SSD, WLAN/BT, WWAN, non-FPR, 9-
cell battery, backlit keyboard, TouchPad)

Weight (Dream Color, Core i5 CPU, Discrete Gfx, 8GBx1 2.62 kg 5.78 lb
SODIMM, SATA SSD, WLAN/BT, WWAN, non-FPR, 9-cell
battery, backlit keyboard, TouchPad)

Input power

Operating voltage and current 19.5 V dc @ 7.69 A - 150 W, Slim Smart AC Adapter

Temperature

Operating 5°C to 35°C 41°F to 95°F

Nonoperating ‑20°C to 60°C ‑4°F to 140°F

Relative humidity (non-condensing)

Operating 10% to 90%

Nonoperating 5% to 95%

Maximum altitude (unpressurized)

Operating ‑15 m to 3,048 m ‑50 ft to 10,000 ft

Nonoperating ‑15 m to 12,192 m ‑50 ft to 40,000 ft

NOTE: Applicable product safety standards specify thermal limits for plastic surfaces. The device operates well within this range of
temperatures.

164 Chapter 10 Specifications

Hard drive specifications
1-TB* 500-GB**

Dimensions

Height 9.5 mm 9.5 mm

Length 100.4 mm 100.4 mm

Width 69.9 mm 69.9 mm

Weight 110 g 110 g

Interface type SATA SATA

Transfer rate

Synchronous (maximum) 1.1 GB/sec 1.1 GB/sec

Security ATA security ATA security

Seek times (typical read, including setting)

Single track 1.5 ms 1.5 ms

Average (read/write) 11/13 ms 11/13 ms

Maximum 22 ms 22 ms

Logical blocks 1,953,525,168 976,773,168

Disk rotational speed 5400 rpm or 7200 rpm 5400 rpm or 7200 rpm

Operating temperature 0°C to 60°C (32°F to 140°F)

*1 TB = 1 trillion bytes when referring to hard drive storage capacity. Actual accessible capacity is less.

**1 GB = 1 billion bytes when referring to hard drive storage capacity. Actual accessible capacity is less.

NOTE: Certain restrictions and exclusions apply. Contact technical support for details.

Hard drive specifications 165

 M.2 solid-state drive specifications
256-GB* 512-GB*

Dimensions

Height 1 mm 1 mm

Length 50.8 mm 50.8 mm

Width 28.9 mm 28.9 mm

Weight < 10 g < 10 g

Interface type ATA-7 ATA-7

Transfer rate

Sequential Read Up to 540 MB/s Up to 500 MB/s

Random Read Up to 85K IOPs Up to 84K IOPs

Sequential Write Up to 280 MB/s Up to 455 MB/s

Random Write Up to 67K IOPs 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 0° to 70°C (32°F to 158°F) 0° to 70°C (32°F to 158°F)

Non-operating -55° to 90°C (-67°F to 194°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 is less.

NOTE: Certain restrictions and exclusions apply. Contact technical support for details.

166 Chapter 10 Specifications

M.2 PCIe solid-state drive specifications
256-GB* 512-GB* 1-TB*

Dimensions

Height 1 mm 1 mm 1 mm

Length 50.8 mm 50.8 mm 50.8 mm

Width 28.9 mm 28.9 mm 28.9 mm

Weight < 10 g < 10 g < 10 g

Interface type ATA-7 ATA-7 ATA-7

Transfer rate

Sequential Read Up to 2150 MB/s Up to 2150 MB/s Up to 2150 MB/s

Random Read Up to 300,000 IOPs Up to 300,000 IOPs Up to 300,000 IOPs

Sequential Write Up to 1260 MB/s Up to 1550 MB/s Up to 1550 MB/s

Random Write Up to 100,000 IOPs Up to 100,000 IOPs 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 0° to 70°C (32°F to 0° to 70°C (32°F to 0° to 70°C (32°F to

158°F) 158°F) 158°F)
Non-operating
-40° to 80°C (-40°F to -40° to 85°C (-40°F to -40° to 85°C (-40°F to
176°F) 185°F) 185°F)

*1 GB = 1 billion bytes when referring to hard drive storage capacity. Actual accessible capacity is less.

NOTE: Certain restrictions and exclusions apply. Contact technical support for details.

M.2 PCIe solid-state drive specifications 167

 11 Statement of memory volatility

The purpose of this chapter is to provide general information regarding nonvolatile memory in HP Business
computers. This chapter also provides general instructions for restoring nonvolatile memory that can contain
personal data after the system has been powered off and the hard drive has been removed.
HP Business computer products that use Intel®-based or AMD®-based system boards contain volatile DDR
memory. The amount of nonvolatile memory present in the system depends upon the system configuration.
Intel-based and AMD-based system boards contain nonvolatile memory subcomponents as originally shipped
from HP, assuming that no subsequent modifications have been made to the system and assuming that no
applications, features, or functionality have been added to or installed on the system.
Following system shutdown and removal of all power sources from an HP Business computer system,
personal data can remain on volatile system memory (DIMMs) for a finite period of time and will also remain
in nonvolatile memory. Use the steps below to remove personal data from the computer, including the
nonvolatile memory found in Intel-based and AMD-based system boards.

NOTE: If your tablet has a keyboard base, connect to the 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 displayed at the bottom of the screen.

NOTE: If the system has a BIOS administrator password, enter the password at the prompt.

b. Select Main, select Apply Factory Defaults and Exit, and then select Yes to load defaults.
The computer will reboot.
c. During the reboot, press esc while the “Press the ESC key for Startup Menu” message is displayed
at the bottom of the screen.

NOTE: If the system has a BIOS administrator password, enter the password at the prompt.

d. Select the Security menu, select Restore Security Settings to Factory Defaults, and then select
Yes to restore security level defaults.
The computer will reboot.
e. During the reboot, press esc while the “Press the ESC key for Startup Menu” message is displayed
at the bottom of the screen.

NOTE: If the system has a BIOS administrator password, enter the password at the prompt.

f. If an asset or ownership tag is set, select the Security menu and scroll down to the Utilities menu.
Select System IDs, and then select Asset Tracking Number. Clear the tag, and then make the
selection to return to the prior menu.

168 Chapter 11 Statement of memory volatility

 g. If a DriveLock password is set, select the Security menu, and scroll down to Hard Drive Utilities
under the Utilities menu. Select Hard Drive Utilities, select DriveLock, then uncheck the checkbox
for DriveLock password on restart. Select OK to proceed.
h. Select the Main menu, and then select Reset BIOS Security to factory default. Click Yes at the
warning message.
The computer will reboot.
i. During the reboot, press esc while the “Press the ESC key for Startup Menu” message is displayed
at the bottom of the screen.

NOTE: If the system has a BIOS administrator password, enter the password at the prompt.

j. Select the Main menu, select Apply Factory Defaults and Exit, select Yes to save changes and exit,
and then select Shutdown.
k. Reboot the system. If the system has a Trusted Platform Module (TPM) and/or fingerprint reader,
one or two prompts will appear—one to clear the TPM and the other to Reset Fingerprint Sensor;
press or tap F1 to accept or F2 to 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 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 bottom of the screen.
b. Select the Security menu and scroll down to the Utilities menu.
c. Select Hard Drive Utilities.
d. Under Utilities, select Secure Erase, select the hard drive storing the data you want to clear, and
then follow the on-screen instructions to continue.

169
 Nonvolatile memory usage
Does this Does this
memory memory
store retain data What is the
Nonvolatile customer when power purpose of this How is data input into this How is this memory
Memory Type Amount (Size) data? is removed? memory? memory? write-protected?

HP Sure Start flash 8 MBytes No Yes Provides Data cannot be written to this This memory is protected
(select models protected device via the host processor. by the HP Sure Start
only) backup of The content is managed Embedded Controller.
critical System solely by the HP Sure Start
BIOS code, EC Embedded Controller.
firmware, and
critical
computer
configuration
data for select
platforms that
support HP
Sure Start.

For more
information,
see Using HP
Sure Start
(select models
only)
on page 173.

Real Time Clock 256 Bytes No Yes Stores system RTC battery backed-up CMOS This memory is not write-
(RTC) battery date and time is programmed using the protected.
backed-up CMOS and noncritical Computer Setup (BIOS), or
configuration data. changing the Microsoft
memory Windows date & time.

Controller (NIC) 64 KBytes (not No Yes Stores NIC NIC EEPROM is programmed A utility is required to
EEPROM customer configuration using a utility from the NIC write data to this memory
accessible) and NIC vendor that can be run from and is available from the
firmware. DOS. NIC vendor. Writing data
to this ROM in an
inappropriate manner will
render the NIC non-
functional.

DIMM Serial 256 Bytes per No Yes Stores memory DIMM SPD is programmed by Data cannot be written to
Presence Detect memory module the memory vendor. this memory when the
(SPD) module, 128 information. module is installed in a
configuration data Bytes computer. The specific
programmable write-protection method
(not customer varies by memory vendor.
accessible)

System BIOS 9 MBytes Yes Yes Stores system System BIOS code is NOTE: Writing data to
BIOS code and programmed at the factory. this ROM in an
computer Code is updated when the inappropriate manner can
configuration system BIOS is updated. render the computer non-
data. Configuration data and functional.
settings are input using the
A utility is required for
Computer Setup (BIOS) or a
writing data to this
custom utility.
memory and is available
on the HP website; go to
http://www.hp.com/
support. Select Find your

170 Chapter 11 Statement of memory volatility

 Does this Does this
memory memory
store retain data What is the
Nonvolatile customer when power purpose of this How is data input into this How is this memory
Memory Type Amount (Size) data? is removed? memory? memory? write-protected?

product, and then follow

the on-screen
instructions.

Intel Management 1.5 MBytes or 7 Yes Yes Stores Management Engine Code is The Intel chipset is
Engine Firmware MBytes Management programmed at the factory. configured to enforce
(present only in Engine Code, Code is updated via Intel hardware protection to
select Elite or Z Settings, secure firmware update block all direct read/write
models. For more Provisioning utility. Unique Provisioning access to this area. An
information, go to Data and iAMT Data can be entered at the Intel utility is required for
http://www.hp.com/ third-party data factory or by an updating the firmware.
support. Select store. administrator using the Only firmware updates
Find your Management Engine (MEBx) digitally signed by Intel
product, and then setup utility. The third party can be applied using this
follow the on- data store contents can be utility.
screen populated by a remote
instructions.) management console or local
applications that have been
registered by an
administrator to have access
to the space.

Bluetooth flash 2 Mbit No Yes Stores Bluetooth flash is A utility is required for
(select products Bluetooth programmed at the factory. writing data to this
only) configuration Tools for writing data to this memory and is made
and firmware. memory are not publicly available through newer
available but can be obtained versions of the driver
from the silicon vendor. whenever the flash
requires an upgrade.

802.11 WLAN 4 Kbit to 8 Kbit No Yes Stores 802.11 WLAN EEPROM is A utility is required for
EEPROM configuration programmed at the factory. writing data to this
and calibration Tools for writing data to this memory and is typically
data. memory are not made public. not made available to the
public unless a firmware
upgrade is necessary to
address a unique issue.

Camera (select 64 Kbit No Yes Stores camera Camera memory is A utility is required for
products only) configuration programmed using a utility writing data to this
and firmware. from the device memory and is typically
manufacturer that can be run not made available to the
from Windows. public unless a firmware
upgrade is necessary to
address a unique issue.

Fingerprint reader 512 KByte flash Yes Yes Stores Fingerprint reader memory is Only a digitally signed
(select products fingerprint programmed by user application can make the
only) templates. enrollment in HP call to write to the flash.
ProtectTools Security
Manager.

Nonvolatile memory usage 171

 Questions and answers
1. How can the BIOS settings be restored (returned to factory settings)?

IMPORTANT: Restore defaults does not securely erase any data on your hard drive. See question and
answer 6 for steps to securely erase data.
Restore defaults does not reset the Custom Secure Boot keys. See question and answer 7 for
information about resetting the 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 Main, and then select Apply Factory Defaults and Exit.
c. Follow the on-screen instructions.
d. Select Main, select Save Changes and Exit, and then follow the on-screen instructions.
2. What is a UEFI BIOS, and how is it different from a legacy BIOS?
The Unified Extensible Firmware Interface (UEFI) BIOS is an industry-standard software interface
between the platform firmware and an operating system (OS). It is a replacement for the older BIOS
architecture, but supports much of the legacy BIOS functionality.
Like the legacy BIOS, the UEFI BIOS provides an interface to display the system information and
configuration settings and to change the configuration of your computer before an OS is loaded. BIOS
provides a secure run-time environment that supports a Graphic User Interface (GUI). In this
environment, you can use either a pointing device (Touchscreen, TouchPad, pointing stick, or USB
mouse) or the keyboard to navigate and make menu and configuration selections. The UEFI BIOS also
contains basic 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 detailed system
information) and advanced firmware management and recovery software.
HP has provided options in Computer Setup (BIOS) to allow you to run in legacy BIOS, if required by the
operating system. Examples of this requirement would be if you upgrade or downgrade the OS.
3. Where does the UEFI BIOS reside?
The UEFI BIOS resides on a flash memory chip. A utility is required to write to the chip.
4. What kind of configuration data is stored on the DIMM Serial Presence Detect (SPD) memory
module? How would this data be written?
The DIMM SPD memory contains information about the memory module, such as size, serial number,
data width, speed/timing, voltage, and thermal information. This information is written by the module
manufacturer and stored on an EEPROM. This EEPROM cannot be written to when the memory module is
installed in a computer. Third-party tools do exist that can write to the EEPROM when the memory
module is not installed in a computer. Various third-party tools are available to read SPD memory.
5. What is meant by “Restore the nonvolatile memory found in Intel-based system boards”?
This message relates to clearing the Real Time Clock (RTC) CMOS memory that contains computer
configuration data.
6. How can the BIOS security be reset to factory defaults and data erased?

172 Chapter 11 Statement of memory volatility

 IMPORTANT: Resetting will result in the loss of information.
These steps will not reset Custom Secure Boot Keys. See question and answer 7 for information about
resetting the 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 Main, and then select Reset Security to Factory Defaults.
c. Follow the on-screen instructions.
d. Select Main, select Save Changes and Exit, and then follow the on-screen instructions.
7. How can the Custom Secure Boot Keys be reset?
Secure Boot is a feature to ensure that only authenticated code can start on a platform. If you enabled
Secure Boot and created Custom Secure Boot Keys, simply disabling Secure Boot will not clear the keys.
You must also select to clear the Custom Secure Boot Keys. Use the same Secure Boot access procedure
you used to create the Custom Secure Boot Keys, but make the selection to clear 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-screen instructions to continue.

Using HP Sure Start (select models only)

Select computer models are configured with HP Sure Start, a technology that continuously monitors your
computer's BIOS for attacks or corruption. If the BIOS becomes corrupted or is attacked, HP Sure Start
restores the BIOS to its previously safe state, without user intervention. Those select computer models ship
with HP Sure Start configured and enabled. 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. Select Find your
product, and then follow the on-screen instructions.

Using HP Sure Start (select models only) 173

 12 Power cord set requirements

The wide-range input feature of the computer permits it to operate from any line voltage from 100 to 120
volts AC, or from 220 to 240 volts AC.
The 3-conductor power cord set included with the computer meets the requirements for use in the country or
region where the equipment is purchased.
Power cord sets for use in other countries and regions must meet the requirements of the country or region
where the computer is used.

Requirements for all countries

The following requirements are applicable to all countries and regions:
● The length of the power cord set must be at least 1.0 m (3.3 ft) and no more than 2.0 m (6.5 ft).
● All power cord sets must be approved by an acceptable accredited agency responsible for evaluation in
the country or region where the power cord set will be used.
● The power cord sets must have a minimum current capacity of 10 amps and a nominal voltage rating of
125 or 250 V AC, as required by the power system of each country or region.
● The appliance coupler must meet the mechanical configuration of an EN 60 320/IEC 320 Standard Sheet
C13 connector for mating with the appliance inlet on the back of the computer. Requirements for all
countries 113

174 Chapter 12 Power cord set requirements

Requirements for specific countries and regions
Country/region Accredited agency Applicable note number

Argentina IRAM 1

Australia SAA 1

Austria OVE 1

Belgium CEBEC 1

Brazil ABNT 1

Canada CSA 2

Chile IMQ 1

Denmark DEMKO 1

Finland FIMKO 1

France UTE 1

Germany VDE 1

India ISI 1

Israel SII 1

Italy IMQ 1

Japan JIS 3

The Netherlands KEMA 1

New Zealand SANZ 1

Norway NEMKO 1

The People's Republic of China CCC 4

Saudi Arabia SASO 7

Singapore PSB 1

South Africa SABS 1

South Korea 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 mm² conductor size. Power cord set fittings (appliance coupler and
wall plug) must bear the certification mark of the agency responsible for evaluation in the country or region where it will be used.

2. The flexible cord must be Type SVT/SJT or equivalent, No. 18 AWG, 3-conductor. The wall plug must be a two-pole grounding type
with a NEMA 5-15P (15 A, 125 V ac) or NEMA 6-15P (15 A, 250 V ac) configuration. CSA or C-UL mark. UL file number must be on
each element.

Requirements for specific countries and regions 175

 Country/region Accredited agency Applicable note number

3. The appliance coupler, flexible cord, and wall plug must bear a “T” mark and registration number in accordance with the Japanese
Dentori Law. The flexible cord must be Type VCTF, 3-conductor, 0.75 mm² or 1.25 mm² conductor size. The wall plug must be a
two-pole grounding type with a Japanese Industrial Standard C8303 (7 A, 125 V ac) configuration.

4. The flexible cord must be Type RVV, 3-conductor, 0.75 mm² conductor size. Power cord set fittings (appliance coupler and wall
plug) must bear the CCC certification mark.

5. The flexible cord must be Type H05VV-F 3-conductor, 0.75 mm² 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 mm² conductor size. Power cord set fittings (appliance coupler, cable,
and wall plug) must bear the BSMI certification mark.

7. For 127 V ac, the flexible cord must be Type SVT or SJT 3-conductor, 18 AWG, with plug NEMA 5-15P (15 A, 125 V ac), with UL and
CSA or C-UL marks. For 240 V ac, the flexible cord must be Type H05VV-F 3-conductor, 0.75 mm² or 1.00 mm2 conductor size,
with plug BS 1363/A with BSI or ASTA marks.

176 Chapter 12 Power cord set requirements

13 Recycling

When a non-rechargeable or rechargeable battery has reached the end of its useful life, do not dispose of the
battery in general household waste. Follow the local laws and regulations in your area for battery disposal.
HP encourages customers to recycle used electronic hardware, HP original print cartridges, and rechargeable
batteries. For more information about recycling programs, see the HP Web site at http://www.hp.com/recycle.

177
 Index

A power 12 display panel

AC adapter, spare part numbers 26 right TouchPad 10 product description 2
action keys removal 33, 67
using 14 C spare part numbers 22
action keys, identifying 13 Cable Kit display rear cover
Antenna Kit, WLAN components 23 spare part number 23
spare part number 23 spare part number 23 display subcomponents
Antenna Kit, WWAN cables, service considerations 28 removal 32
spare part number 23 camera 9 spare part numbers 32
audio, product description 3 camera light, identifying 9 display/camera cable
audio-out (headphone)/audio-in camera, identifying 9 removal 70
(microphone) combo jack, camera/microphone module Display/Camera Cable Kit
identifying 6 removal 34, 69 spare part number 23
spare part number 22, 35, 70 DisplayPort
B caps lock light, identifying 11 identifying USB Type-C 7
backups 158 chipset, product description 1 docking
battery components product description 4
removal 37 bottom 15 drive light 16
spare part numbers 19, 37 display 9 drives, preventing damage 28
battery light 7, 16 front 16 DVD-ROM Drive
BIOS left side 8 precautions 28
determining version 153 right side 6 DVD±RW SuperMulti Double-Layer
downloading an update 154 top 10 Drive
updating 153 computer precautions 28
Blu-ray R/RE DVD±RW SuperMulti major components 18
Double-Layer Drive specifications 164 E
precautions 28 Computer Setup EDP bracket
Blu-ray ROM DVD±RW SuperMulti navigating and selecting 152 illustrated 21
Double-Layer Drive restoring factory settings 153 electrostatic discharge 28
precautions 28 using a USB keyboard or USB equipment guidelines 31
Bluetooth label 17 mouse to start Computer esc key, identifying 13
boot order Setup 152 Ethernet, product description 3
changing 162 computer setup 152 external monitor port 8
changing using the f9 prompt connector, power 7
155 connectors, service considerations F
bottom 17 28 fan
bottom cover removal 60
removal 36 D spare part number 20
spare part number 21, 36 display assembly spare part numbers 60
Bracket Kit removal 65 fingerprint reader bezel, illustrated
components 21 spare part numbers 19, 65 24
spare part number 21 display bezel fingerprint reader board
buttons removal 32, 66 removal 61
center TouchPad 10 spare part numbers 22, 33, 67 spare part number 19, 61
left TouchPad 10

178 Index
fingerprint reader board bracket HP Recovery partition TouchPad 11
illustrated 21 recovery 161 wireless 11, 16
removal 61 removing 163 lock bracket
fingerprint reader, identifying 13 HP Sure Start 173 removal 73
fn key, identifying 13
I M
G integrated camera light, identifying M.2 solid-state drive
graphics board 9 specifications 166, 167
removal 56 integrated numeric keypad, mass storage device
spare part numbers 19, 56 identifying 13 illustrated 25
graphics, product description 1 internal microphones, identifying 9 precautions 28
grounding guidelines 28 spare part numbers 25
guidelines J memory
equipment 31 jacks nonvolatile 168
grounding 28 audio-out (headphone)/audio-in volatile 168
packaging 30 (microphone) combo 6 memory card reader, identifying 8
transporting 30 network 8 memory module
workstation 30 RJ-45 (network) 8 product description 2
removal 38
H K spare part numbers 19, 38
hard drive keyboard microphone
precautions 28 product description 4 product description 3
product description 3 removal 49 microphone module
removal 46 spare part numbers 19, 49 removal 34, 69
spare part numbers 19, 25, 46 keypad spare part number 22, 35, 70
specifications 165 integrated numeric 13 microphone mute key, identifying
hard drive bracket keys 14
illustrated 26 esc 13 microphone mute light, identifying
removal 47 fn 13 11
Hard Drive Hardware Kit Windows key 13 minimized image recovery 161
contents 26 minimized image, creating 160
spare part number 19, 26 L model name 1
HDMI port, identifying 6 labels
heat sink assembly Bluetooth 17 N
removal 52 regulatory 17 network jack, identifying 8
spare part numbers 20, 52 serial number 17 nonvolatile memory 168
hinge service 17 num lock light 11
removal 70 wireless certification 17
spare part number 23, 70, 71 WLAN 17 O
hot keys LED board operating system, product
microphone mute 14 removal 59 description 5
HP PC Hardware Diagnostics (UEFI) spare part number 19 optical drive
using 156 lights precautions 28
HP Recovery Manager battery 7, 16 original system recovery 160
correcting boot problems 162 camera 9
starting 161 caps lock 11 P
HP Recovery media drive 16 packaging guidelines 30
creating 158 microphone mute 11 plastic parts, service
recovery 161 num lock 11 considerations 27
power 11, 16
RJ-45 (network) 8

Index 179
 Plastics Kit solid-state drive 2 connectors 28
components 24 video 3 plastic parts 27
spare part number 24 wireless 3 service labels, locating 17
pointing device, product product name 1 serviceability, product description 5
description 4 product name and number, setup utility
pointing stick 10 computer 17 navigating and selecting 152
pointing stick cable restoring factory settings 153
illustrated 23 R slots
ports recover security cable 8
external monitor 8 options 160 smart card 6
HDMI 6 recovery smart card bracket
product description 4 discs 159, 161 illustrated 21
USB 3.x charging 8 HP Recovery Manager 160 smart card reader
USB 3.x SuperSpeed 6 media 161 removal 45
USB Type-C SuperSpeed 7 starting 161 spare part number 19, 45
USB Type-C Thunderbolt 7 supported discs 159 smart card slot 6
power button, identifying 12 system 160 solid-state drive
power connector, identifying 7 USB flash drive 161 precautions 28
power cord using HP Recovery media 159 product description 2
requirements for specific recovery media removal 40
countries and regions 175 creating 158 spare part numbers 20, 25, 40
set requirements 174 creating using HP Recovery Speaker Kit, spare part number 19
spare part numbers 26 Manager 159 speakers
power lights 11, 16 recovery partition removal 57
power requirements, product removing 163 spare part number 19, 57
description 4 regulatory information speakers, identifying 15, 16
primary M.2 regulatory label 17 specifications
product description 2 wireless certification labels 17 computer 164
processor removal/replacement hard drive 165
product description 1 procedures 32 M.2 solid-state drive 166, 167
product description removing personal data from volatile supported discs, recovery 159
audio 3 system memory 168 Sure Start
chipset 1 RJ-45 (network) jack, identifying 8 using 155
display panel 2 RJ-45 (network) lights, identifying system board
docking 4 8 removal 62
Ethernet 3 RTC battery spare part numbers 20, 62
external media cards 4 removal 48 system memory, removing personal
graphics 1 spare part number 19, 48 data from volatile 168
hard drive 3 system recovery 160
keyboard 4 S system restore point
memory module 2 Screw Kit, spare part number 26 creating 159
microphone 3 SD card reader insert, illustrated 24 system restore point, creating 158
operating system 5 secondary M.2
pointing device 4 product description 2 T
ports 4 security cable slot, identifying 8 Thunderbolt
power requirements 4 security, product description 4 identifying USB Type-C 7
processor 1 serial number 17 tools required 27
product name 1 serial number, computer 17 top cover
security 4 service considerations spare part number 19
serviceability 5 cables 28

180 Index
TouchPad WWAN module
buttons 10 removal 43
TouchPad cable spare part numbers 20, 43
illustrated 23
TouchPad light, identifying 10, 11
TouchPad module
removal 58
spare part number 19, 58
TouchPad on/off button,
identifying 10
TouchPad zone
identifying 10
TPM settings 155
transporting guidelines 30
traveling with the computer 17

U
USB 3.x charging port, identifying 8
USB 3.x SuperSpeed port,
identifying 6
USB Type-C SuperSpeed port,
identifying 7
USB Type-C Thunderbolt port,
identifying 7
USB-C bracket
illustrated 21

V
vents, identifying 15
VGA cap, illustrated 24
video, product description 3

W
Windows
system restore point 158, 159
Windows key, identifying 13
Windows tools
using 159
wireless antennas, identifying 9
wireless certification label 17
wireless light 11, 16
wireless, product description 3
WLAN antennas, identifying 9
WLAN device 17
WLAN label 17
WLAN module
removal 41
spare part numbers 20, 41
workstation guidelines 30
WWAN antennas, identifying 9

Index 181