HP ZBook 14u G4 Mobile Workstation
Maintenance and Service Guide
© Copyright 2017 HP Development Company,
L.P.
AMD and AMD Radeon are trademarks of
Advanced Micro Devices, Inc. Bluetooth is a
trademark owned by its proprietor and used by
HP Inc. under license. Intel and Core are
trademarks of Intel Corporation in the U.S. and
other countries. Linux® is the registered
trademark of Linus Torvalds in the U.S. and
other countries. Microsoft and Windows are
trademarks of the Microsoft group of
companies.
The information contained herein is subject to
change without notice. The only warranties for
HP products and services are set forth in the
express warranty statements accompanying
such products and services. Nothing herein
should be construed as constituting an
additional warranty. HP shall not be liable for
technical or editorial errors or omissions
contained herein.
First Edition: June 2017
Document Part Number: 942942-001
Product notice
This user guide describes features that are
common to most models. Some features may
not be available on your computer.
Not all features are available in all editions of
Windows. This computer may require upgraded
and/or separately purchased hardware, drivers
and/or software to take full advantage of
Windows functionality. Go to
http://www.microsoft.com for details.
Your product does not support Windows 8 or
Windows 7
In accordance with Microsoft’s support policy,
HP does not support the Windows 8 or
Windows 7 operating system on this product or
provide any Windows 8 or Windows 7 drivers
on http://support.hp.com.
Software terms
By installing, copying, downloading, or
otherwise using any software product
preinstalled on this computer, you agree to be
bound by the terms of the HP End User License
Agreement (EULA). If you do not accept these
license terms, your sole remedy is to return the
entire unused product (hardware and software)
within 14 days for a full refund subject to the
refund policy of your seller.
For any further information or to request a full
refund of the price of the computer, please
contact your seller.
Important Notice about Customer Self-Repair Parts
CAUTION: Your computer includes Customer Self-Repair parts and parts that should only be accessed by an
authorized service provider. See Chapter 5, "Removal and replacement procedures for Customer Self-Repair
parts," for details. Accessing parts described in Chapter 6, "Removal and replacement procedures for
Authorized Service Provider only parts," can damage the computer or void your warranty.
iii
iv Important Notice about Customer Self-Repair Parts
Safety warning notice
WARNING! To reduce the possibility of heat-related injuries or of overheating the device, do not place the
device directly on your lap or obstruct the device air vents. Use the device only on a hard, at 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 airow. Also, do not allow the AC adapter to contact the skin or a soft surface, such as
pillows or rugs or clothing, during operation. The device and the AC adapter comply with the user-accessible
surface temperature limits dened by the International Standard for Safety of Information Technology
Equipment (IEC 60950-1).
v
vi Safety warning notice
Table of contents
1 Product description ....................................................................................................................................... 1
2 External component identication .................................................................................................................. 5
Right ....................................................................................................................................................................... 5
Left ......................................................................................................................................................................... 6
Display .................................................................................................................................................................... 7
Top .......................................................................................................................................................................... 8
TouchPad ............................................................................................................................................. 8
Lights ................................................................................................................................................... 9
Buttons, speakers, and ngerprint reader ........................................................................................ 10
Keys ................................................................................................................................................... 11
Using the hot keys ............................................................................................................................. 12
Bottom ................................................................................................................................................................. 13
Front ..................................................................................................................................................................... 14
Labels ................................................................................................................................................................... 15
3 Illustrated parts catalog .............................................................................................................................. 16
Computer major components .............................................................................................................................. 16
Display assembly subcomponents ...................................................................................................................... 19
Plastics Kit ........................................................................................................................................................... 20
Mass storage devices ........................................................................................................................................... 21
Cable Kit ............................................................................................................................................................... 22
Miscellaneous parts ............................................................................................................................................. 22
4 Removal and replacement procedures preliminary requirements .................................................................... 24
Tools required ...................................................................................................................................................... 24
Service considerations ......................................................................................................................................... 24
Plastic parts ....................................................................................................................................... 24
Cables and connectors ...................................................................................................................... 25
Drive handling ................................................................................................................................... 25
Grounding guidelines ........................................................................................................................................... 26
Electrostatic discharge damage ........................................................................................................ 26
Packaging and transporting guidelines .......................................................................... 27
Workstation guidelines ................................................................................................... 27
Equipment guidelines ..................................................................................................... 28
vii
5 Removal and replacement procedures for Customer Self-Repair parts ............................................................. 29
Component replacement procedures .................................................................................................................. 29
Bottom cover ..................................................................................................................................... 29
Battery ............................................................................................................................................... 34
Hard drive .......................................................................................................................................... 35
Solid-state drive (SSD) ...................................................................................................................... 37
Memory modules ............................................................................................................................... 38
WLAN/Bluetooth combo card ............................................................................................................ 40
WWAN module ................................................................................................................................... 42
Keyboard ........................................................................................................................................... 44
6 Removal and replacement procedures for Authorized Service Provider parts ................................................... 47
Component replacement procedures .................................................................................................................. 47
RTC battery ........................................................................................................................................ 48
Internal base plate ............................................................................................................................ 49
Heat sink/fan assembly .................................................................................................................... 51
Fingerprint reader assembly ............................................................................................................. 53
Touchpad board ................................................................................................................................. 55
NFC module ....................................................................................................................................... 56
Smart card reader board ................................................................................................................... 57
USB/audio board ................................................................................................................................ 59
System board .................................................................................................................................... 60
Speaker assembly ............................................................................................................................. 63
Display assembly ............................................................................................................................... 64
Power button board .......................................................................................................................... 71
Top cover ........................................................................................................................................... 73
7 Interpreting system validation diagnostic front panel LEDs and audible codes ................................................. 74
8 Troubleshooting guide ................................................................................................................................. 76
Resources ............................................................................................................................................................. 77
General troubleshooting steps ............................................................................................................................ 77
Identify the issue ............................................................................................................................... 78
1. Understand the issue .................................................................................................. 78
Boot up sequence ......................................................................................... 78
Failure classication ..................................................................................... 78
2. Examine the environment .......................................................................................... 80
3. Perform a visual inspection of hardware ................................................................... 81
4. Update BIOS and drivers ............................................................................................. 81
Manually updating BIOS and drivers ............................................................ 81
viii
Remotely deploying BIOS and drivers .......................................................... 81
Analyze the issue ............................................................................................................................... 81
5. Remove or uninstall recently added hardware, software .......................................... 81
6. HP Hardware Diagnostics and Tools ........................................................................... 82
HP PC Hardware Diagnostics (UEFI) ............................................................. 82
HP Support Assistant (HPSA) ....................................................................... 84
HP BIOS Conguration Utility (BCU) ............................................................. 85
HP Image Diagnostic Tool ............................................................................. 85
HP Thermal Monitor ..................................................................................... 85
Non HP diagnostics tools ............................................................................. 85
7. Status lights, blinking light codes, troubleshooting lights, and POST error
messages ........................................................................................................................ 86
Status lights .................................................................................................. 86
Blinking light codes ...................................................................................... 87
POST error messages ................................................................................... 87
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 conguration ............................................................................ 91
Essential hardware conguration ................................................................ 91
Safe mode ..................................................................................................... 92
12. Test with veried working conguration (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 ............................................................................. 98
Battery discharges too fast .......................................................................................... 100
Burnt smell .................................................................................................................... 101
POST ................................................................................................................................................ 101
No video (with power) ................................................................................................... 101
Blinking lights ............................................................................................................... 102
ix
Diagnostics error messages ......................................................................................... 103
BIOS password .............................................................................................................. 104
Performance (OS) ............................................................................................................................ 104
Intermittent shutdown ................................................................................................. 105
Blue screen .................................................................................................................... 106
Freeze at Windows Logo (hang/lockup) ....................................................................... 108
Electromagnetic Interference (EMI) .............................................................................. 109
No wake up .................................................................................................................... 109
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
Storage ............................................................................................................................................ 128
Hard drive/solid-state drive not recognized ................................................................ 129
No boot to operating system (no read/write error) ..................................................... 129
x
Read-write error ........................................................................................................... 130
Slow performance ......................................................................................................... 130
Blue screen (BSOD) error .............................................................................................. 130
Noisy hard drive ............................................................................................................ 131
Mechanical ....................................................................................................................................... 132
Fan error message - 90B .............................................................................................. 132
Noise (sound) ................................................................................................................ 133
Fan runs constantly ...................................................................................................... 134
Thermal shutdown (hot) ............................................................................................... 135
Stuck power button ...................................................................................................... 135
Additional information ...................................................................................................................................... 136
Acronyms ......................................................................................................................................... 136
Blinking lights and boot error codes ............................................................................................... 137
Processor not executing code ...................................................................................... 137
BIOS recovery code unable to nd valid BIOS recovery image ..................................... 137
Memory module error ................................................................................................... 137
Graphics Controller Error (No Controller) ..................................................................... 138
Failure - System Board Error ........................................................................................ 138
Intel Trusted Execution Technology (TXT) Error .......................................................... 138
Sure Start unable to nd valid BIOS Boot Block image ................................................ 138
Sure Start has identied a problem (Manual Recovery Policy Set) .............................. 139
POST Error Messages and User Actions .......................................................................................... 139
Routine Maintenance for Performance Improvement .................................................................... 141
Common Blue Screen Error Messages ............................................................................................ 141
Error message list ......................................................................................................... 141
Bug check symbolic names ........................................................................................... 141
Microsoft general troubleshooting of Windows bug check codes ............................... 142
Use Windows Debugging Tool ......................................................................................................... 142
Windows Software Development Kit (SDK) .................................................................. 143
Display Issue: Pixel Anomalies ........................................................................................................ 147
Cable management ......................................................................................................................... 148
Connector types .............................................................................................................................. 149
9 Computer Setup (BIOS), TPM, and HP Sure Start ........................................................................................... 151
Using Computer Setup ....................................................................................................................................... 151
Starting Computer Setup ................................................................................................................ 151
Navigating and selecting in Computer Setup ................................................................................. 151
Restoring factory settings in Computer Setup ............................................................................... 151
Updating the BIOS ........................................................................................................................... 152
Determining the BIOS version ...................................................................................... 152
Downloading a BIOS update ......................................................................................... 153
xi
Changing the boot order using the f9 prompt ................................................................................ 153
TPM BIOS settings (select products only) ......................................................................................................... 154
Using HP Sure Start (select products only) ....................................................................................................... 154
10 Using HP PC Hardware Diagnostics (UEFI) ................................................................................................... 155
Downloading HP PC Hardware Diagnostics (UEFI) to a USB device .................................................................. 155
11 Backup and recovery ................................................................................................................................ 157
Creating recovery media and backups .............................................................................................................. 157
Creating HP Recovery media (select products only) ....................................................................... 157
Using Windows tools ......................................................................................................................................... 158
Restore and recovery ......................................................................................................................................... 159
Recovering using HP Recovery Manager ........................................................................................ 159
What you need to know before you get started ........................................................... 159
Using the HP Recovery partition (select products only) .............................................. 160
Using HP Recovery media to recover ............................................................................ 160
Changing the computer boot order .............................................................................. 161
Removing the HP Recovery partition (select products only) ....................................... 162
12 Specications .......................................................................................................................................... 163
Computer specications .................................................................................................................................... 163
35.6-cm (14.0-in) display specications .......................................................................................................... 164
Solid-state drive specications ......................................................................................................................... 164
Hard drive specications ................................................................................................................................... 165
13 Power cord set requirements .................................................................................................................... 166
Requirements for all countries .......................................................................................................................... 166
Requirements for specic countries and regions ............................................................................................. 166
14 Statement of memory volatility ................................................................................................................ 168
Nonvolatile memory usage ............................................................................................................................... 171
Questions and answers ..................................................................................................................................... 173
Using HP Sure Start (select models only) .......................................................................................................... 174
15 Recycling ................................................................................................................................................ 175
Index ........................................................................................................................................................... 176
xii
1 Product description
Category Description
Product Name HP ZBook 14u G4 Mobile Workstation
Processors 7th-generation Intel® Core™ processors:
Intel Core i7-7600U
Intel Core i7-7500U
Intel Core i5-7300U
Intel Core i5-7200U
Chipset Integrated with processor
Graphics (internal) Intel HD Graphics 620
AMD FirePro W4190M
Supports dual-display ports through the dock
Supports 3 independent displays through the 2013 Ultraslim Docking Station
Panel 35.6-cm (14.0-in), eDP:
Slim, high-denition (HD), AntiGlare (AG), SVA (1366 x 768), 220 nits display with and without camera
Slim, full high-denition (FHD), AntiGlare (AG), SVA (1920 x 1080), 300 nits display with and without camera
Ultra slim, full high-denition (FHD), UWVA (1920 x 1080), 340 nits display with and without camera
Slim, full high-denition (FHD), SVA (1920 x 1080), 300 nits display with touch and camera
*All display assemblies include two wireless local area network (WLAN) antenna cables and NFC antenna
*WWAN models include two wireless wide area network (WWAN) antenna cables
Memory Two customer accessible/upgradeable memory module slots
DDR4 PC4 dual channel support; runs at 2133 MHz
Supports up to 32 GB of system RAM in the following congurations:
●
32768 MB (16384 MB×2)
●
16384 MB (16384 MB×1 or 8192 MB×2)
●
8192 MB (8192 MB×1 or 4096 MB×2)
●
4096 MB (4096 MB×1)
Primary storage Hard drives:
Supports serial ATA6.35 cm (2.5 in) hard drives in 7.0 mm (.28 in) thicknesses
●
1 TB, 5400 rpm
●
500 GB, 7200 rpm, self-encrypting (FIPS-140-2)
●
500 GB, 7200 rpm, self-encrypting (Opal 2)
●
500 GB, 7200 rpm
●
500 GB, hybrid, 8 GB cache
1
Category Description
M.2 solid-state drives (2280, NGFF):
●
1 TB, PCIe, NVMe, MLC
●
512 GB, PCIe, Gen3×4, SS/DS, NVMe, MLC
●
512 GB, PCIe, Gen3×4, SS, NVMe, TLC, Opal 2
●
512 GB, SATA-3, SS, TLC, FIPS-140-2
●
256 GB, PCIe, Gen3×4, NVMe, TLC
●
256 GB, PCIe, Gen3×4, NVMe, MLC
●
256 GB, SATA-3, Self-encrypting drive (SED), TLC
Audio and video HP Bang & Olufsen Audio
Dual-array microphone
Premium stereo speakers (2)
Camera (720p)
Supports “no camera” option
Ethernet Intel Ethernet Connection I219-LM 10/100/1000 (for use with computer models with i7-7500U, i5-7200U
processors)
Intel Ethernet Connection I219-V 10/100/1000 (for use with computer models with i7-7600U, i5-7300U
processors)
S3/S4/S5 Wake-on-LAN
Wireless networking WPAN Bluetooth:
Integrated wireless personal area network (PAN) supported by Bluetooth® 4.2 combo card
WLAN:
Integrated wireless local area network (WLAN) options by way of wireless module
Supports 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)
●
Intel Dual band wireless-AC 3168 802.11AC 1x1 WiFi + BT 4.2 Combo Adapter (non-vPro)
Two WLAN antennas built into display assembly
Supports no WLAN option
Compatible with Miracast-certied devices
Bluetooth Disabled IOPT
Support S3/S4 wake on Wireless LAN (Intel only)
Support for WiFi SAR in BIOS (Intel WLAN only)
Support for HP Sure Connect
NFC:
Integrated NFC NXP NPC100 I2C NCI 10 mm x 25 mm module
NFC antenna
Supports no NFC option
2 Chapter 1 Product description
Category Description
WWAN:
Integrated wireless wide area network (WWAN) options by way of wireless module
Two WWAN antennas (world wide 5 band, congured at top of panel on all units)
Supports the following WWAN formats:
●
Foxconn HP It4120 LTE/EVDO/HSPA+ with GPS M.2
●
Huawei HP It4132 - LTE/HSPA+ with GPS M.2
●
Fibocom HP hs3210 WW HSPA+ without GPS
Supports no WWAN option
External media cards Memory card reader (SD, SDHC, SDXC)
Ports VGA (Dsub 15 pin) supporting 1920 x 1200 external resolution @ 60Hz; hot plug/unplug and auto detect
USB 3.1 Gen 1 charging port
USB 3.1 Gen 1 port
USB Type-C (basic)
DisplayPort
RJ-45
Docking connector
Audio-out (headphone)/audio-in (microphone) combo jack
AC port
Docking Ultraslim side Docking Station
2013 Ultraslim Docking Station
Keyboard/pointing
devices
Power requirements Battery:
Keyboard:
Dual point, Dura keys, backlit, spill resistant with drain
Dual point, spill resistant with drain
TouchPad:
Gestures enabled by default: two-nger scrolling, two-nger pinch-zoom
Taps enabled by default
On/o button
Glass
3 cell HP Long Life, 51 WHr, li-ion (supports HP Fast Charging)
AC adapter:
65 W HP Smart AC adapter
65 W HP Smart AC adapter, EM
65 W HP Smart AC travel adapter
Power cord:
3 wire plug, 1 m
3
Category Description
Security Security lock
Fingerprint reader
Supports “no ngerprint reader” option
Supports Trusted Platform Module (TPM) 2.0 (1.2 downgradeable after purchase) (Inneon, soldered down)
Integrated Smart Card reader (active)
Preboot authentication (password, smart card)
Operating system Preinstalled:
Windows 10 Home 64 High-end
Windows 10 Home 64 High-end Single Language
Windows 10 Home 64 High-end Chinese Market (CPPP)
Windows 10 Professional 64
FreeDOS 2.0
Restore Media–DR/SR-DVD:
Windows 10
Restore Media–OS-DVD:
Windows 10 Professional 64
USB Restore:
Windows 10
Windows 10 drivers
Certied:
Microsoft WHQL
Web-only support:
Windows 10 Enterprise 64
Windows 10 Enterprise 64 LTSB 1507
Serviceability End user replaceable parts:
AC adapter
Battery
Hard drive
Solid-state drive
Memory module
WLAN module
WWAN module
Keyboard
4 Chapter 1 Product description
2 External component identication
Right
Component Description
(1) USB Type-C basic When the computer is on, connects and charges a USB device
that has a Type-C connector, such as a cell phone, camera,
activity tracker, or smartwatch, and provides data transfer.
(2) Dual-Mode DisplayPort Connects an optional digital display device, such as a high-
performance monitor or projector.
(3) Memory card reader Reads optional memory cards that enable you to store, manage,
share, or access information.
To insert a card:
1. Hold the card label-side up, with connectors facing the
computer.
2. Insert the card into the memory card reader, and then
press in on the card until it is rmly seated.
To remove a card:
▲ Press in on the card, and then remove it from the memory
card reader.
(4) Audio-out (headphone)/Audio-in (microphone)
combo jack
Connects optional powered stereo speakers, headphones,
earbuds, a headset, or a television audio cable. Also connects an
optional headset microphone. This jack does not support
optional microphone-only devices.
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 Specications tab, and then
select User Guides.
Right 5
Left
Component Description
NOTE: When a device is connected to the jack, the computer
speakers are disabled.
(5) USB 3.x port Connects a USB device, such as a cell phone, camera, activity
tracker, or smartwatch, and provides data transfer.
(6) RJ-45 (network) jack/status lights Connects a network cable.
●
Green (left): The network is connected.
●
Amber (right): Activity is occurring on the network.
(7) Docking connector Connects an optional docking device.
(8) SIM card slot Supports a wireless subscriber identity module (SIM) card.
(9) Power connector Connects an AC adapter.
Component Description
(1) Security cable slot Attaches an optional security cable to the computer.
(2) Vents (2) Enable airow to cool internal components.
(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,
(5) Smart card reader Supports optional smart cards.
6 Chapter 2 External component identication
NOTE: The security cable is designed to act as a deterrent, but
it may not prevent the computer from being mishandled or
stolen.
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 o during routine operation.
such as a cell phone, camera, activity tracker, or smartwatch,
and provides high-speed data transfer.
Display
Component Description
(1) WLAN antennas* (2)(internal) Send and receive wireless signals to communicate with wireless local
area networks (WLANs).
(2) WWAN antennas* (2)(internal) Send and receive wireless signals to communicate with wireless wide
area networks (WWANs).
(3) Internal microphones (2) 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 Specications tab, and then select User Guides.
Display 7
Top
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/o button/TouchPad light Turns the TouchPad on and o.
●
On: The TouchPad is o.
●
O: The TouchPad is on.
(4) TouchPad zone Reads your nger 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) Near Field Communications (NFC) tapping area
(select products only)
(8) Right TouchPad button Functions like the right button on an external mouse.
Allows you to touch an NFC-compatible device to this area to
wirelessly connect and communicate with the computer and
transfer data back and forth.
8 Chapter 2 External component identication
Lights
Component Description
(1) Power light
(2) Microphone mute light
(3) Num lk light On: Num lock is on.
(4) Wireless light On: An integrated wireless device, such as a wireless local area
(5) Mute light
(6) Caps lock light On: Caps lock is on, which switches the key input to all capital
●
On: The computer is on.
●
Blinking: The computer is in the Sleep state, a power-saving
state. The computer shuts o power to the display and
other unneeded components.
●
O: The computer is o or in Hibernation. Hibernation is a
power-saving state that uses the least amount of power.
●
Amber: microphone sound is o.
●
O: microphone sound is on.
network (WLAN) device and/or a Bluetooth® device, is on.
NOTE: On some models, the wireless light is amber when all
wireless devices are o.
●
Amber: Computer sound is o.
●
O: Computer sound is on.
letters.
(7) TouchPad light
●
On: The TouchPad is o.
●
O: The TouchPad is on.
Top 9
Buttons, speakers, and ngerprint reader
Component Description
(1) Power button
(2) Speakers (2) Produce sound.
(3) Wireless button Turns the wireless feature on or o but does not establish a wireless
●
When the computer is o, press the button to turn on the computer.
●
When the computer is on, press the button briey to initiate Sleep.
●
When the computer is in the Sleep state, press the button briey to exit
Sleep.
●
When the computer is in Hibernation, press the button briey 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
ineective, press and hold the power button for at least 5 seconds to turn o
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.
connection.
A wireless network must be set up before a wireless connection is possible.
10 Chapter 2 External component identication
Component Description
(4) Volume mute button Mutes and restores speaker sound.
Keys
(5) Fingerprint reader (select products
only)
Allows a ngerprint logon to Windows, instead of a password logon.
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 Using the hot keys on page 12
(3) Windows key Opens the Start menu.
NOTE: Pressing the Windows key again will close the Start menu.
(4) Function keys Executes frequently used system functions when pressed in combination with
the fn key.
See Using the hot keys on page 12
(5) Embedded numeric keypad A numeric keypad superimposed over the keyboard alphabet keys that enables
you to add, subtract, and perform other numeric tasks. When num lk is on, the
keypad can be used like an external numeric keypad.
NOTE: If the keypad function is active when the computer is turned o, that
function is reinstated when the computer is turned back on.
(6) Windows application key Displays options for a selected object.
(7) num lk key Turns the embedded numeric keypad on and o when pressed in combination
with the fn key.
Top 11
Using the hot keys
To use a hot key:
▲
Press the fn key, and then press one of the keys listed in the following table.
Press fn+function key Description
Initiates Sleep, which saves your information in system memory. The display and other system components
turn o and power is conserved.
To exit Sleep, briey press the power button.
CAUTION: To reduce the risk of information loss, save your work before initiating Sleep.
Turns the backlight keyboard o or on.
NOTE: To conserve battery power, turn o 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 fn+f4 alternates the screen image from computer display to
monitor display to simultaneous display on both the computer and the monitor.
Most external monitors receive video information on the computer using the external VGA video standard.
The fn+f4 hot key can also alternate images among other devices that are receiving video information on the
computer.
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.
R Pauses or breaks an operation. This replaces the break key.
C Locks cell. This replaces the scroll lock key.
S Sends a programming query. This replaces the sys rq key.
12 Chapter 2 External component identication
Bottom
Component Description
(1) Docking connectors (2) Connect an optional docking device.
(2) Vents (2) Enable airow 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 o during routine
operation.
Bottom 13
Front
Component Description
(1) Wireless light On: An integrated wireless device, such as a wireless local
area network (WLAN) device and/or a Bluetooth® device, is
on.
NOTE: On some models, the wireless light is amber when
all wireless devices are o.
(2) Power light
(3) Battery light When AC power is connected:
(4) Drive light
●
On: The computer is on.
●
Blinking: The computer is in the Sleep state, a powersaving state. The computer shuts o power to the
display and other unneeded components.
●
O: The computer is o or in Hibernation.
Hibernation is a power-saving state that uses the
least amount of power.
●
White: The battery charge is greater than 90 percent.
●
Amber: The battery charge is from 0 to 90 percent.
●
O: 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.
●
O: The battery is not charging.
●
Blinking white: The hard drive is being accessed.
●
Amber: HP 3D DriveGuard has temporarily parked the
hard drive.
14 Chapter 2 External component identication
Labels
The labels laser etched on 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.
Component
(1) Model name (select products only)
(2) Product number
(3) Serial number
(4) Warranty period
●
Regulatory label(s)—Provide(s) regulatory information about the computer.
●
Wireless certication 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 15
3 Illustrated parts catalog
Computer major components
NOTE: HP continually improves and changes product parts. For complete and current information on
supported parts for your computer, go to http://partsurfer.hp.com, select your country or region, and then
follow the on-screen instructions.
16 Chapter 3 Illustrated parts catalog
NOTE: Details about your computer, including model, serial number, product key, and length of warranty,
are on the service tag at the bottom of your computer. See Labels on page 15 for details.
Item Component Spare part number
(1) Display assembly, touch
Touch screen display assemblies are spared only as whole unit hinge-ups.
Non-touch display assemblies are spared at the subcomponent level only. For more nontouch display assembly spare part information, see Display assembly subcomponents
on page 19.
(2) Keyboard (see Keyboard on page 44)
For a list of keyboard country codes, see Keyboard on page 44.
Without a backlight 937310-xx1
With a backlight 937309-xx1
(3) Top cover 937111-001
(4) Power button board 914382-001
(5) Smart card reader board (includes cable) 914380-001
(6) NFC module (includes NFC cable, antenna cable, Mylar insulator, and foam) 937302-001
(7) Fingerprint reader assembly (includes cable) 937301-001
(8) TouchPad
Without NFC antenna 937307-001
Including NFC antenna 937308-001
937012-001
(9) Speakers (includes cable) 937306-001
(10) System board (includes processor and replacement thermal material, see System board on page 60)
All system boards use the following part numbers:
xxxxxx-001: Non-Windows operating systems
xxxxxx-601: Windows operating system
Intel i7-7600U processor 917506-xx1
Intel i7-7500U processor 917505-xx1
Intel i5-7300U processor 917500-xx1
Intel i5-7200U processor 917502-xx1
(11) USB/audio board (includes cable) 916922-001
(12) Heat sink/fan assembly 937115-001
(13) RTC battery 914384-001
(14) Internal base plate 937113-001
(15) Memory module (DDR4)
4-GB 820569-001
8-GB 820570-001
Computer major components 17
Item Component Spare part number
16-GB 865396-850
(16) WWAN module
HP lt4120 LTE/EVDO/HSPA+ SnapdragonT X5 LTE Mobile Broadband Module 800870-001
Huawei HP It4132 - LTE/HSPA+ w/GPS M.2 845710-001
Fibocom HP hs3210 WW HSPA+ w/o GPS 918670-855
(17) WLAN/Bluetooth combo card
Intel Dual band wireless-AC 8265 802.11AC 2x2 WiFi + BT 4.2 Combo Adaptor (vPro) 851592-001
Intel Dual band wireless-AC 8265 802.11AC 2x2 WiFi + BT 4.2 Combo Adaptor (non-Pro) 910264-855
Intel Dual band wireless-AC 3168 802.11AC 1x1 WiFi + BT 4.2 Combo Adapter (non-vPro) 863934-855
(18) Solid-state drive (SSD)
1 TB, PCIe, Gen3×4, NVMe, MLC 937005-001
512 GB, PCIe, Gen3×4, SS/DS, Self-encrypting Drive (SED), Opal 2, TLC 937011-001
512 GB, PCIe, Gen3×4, SS, NVMe, MLC 937010-001
512 GB, SATA-3, FIPS-140-2, TLC 937009-001
256 GB, PCIe, Gen3x4, NVMe, TLC 937008-001
256 GB, PCIe, Gen3x4, NVMe, MLC 937007-001
256 GB, SATA-3, Self-encrypting Drive (SED), Opal 2, TLC 937006-001
(19) Hard drive hardware kit 821665-001
(20) Hard drive, 7 mm (does not include hard drive connector cable or hard drive rubber bracket):
1 TB, 5400 rpm 762990-001
500 GB, 7200 rpm, FIPS 820572-001
500 GB, 7200 rpm, Opal-2 820573-001
500 GB, 7200 rpm 703267-001
500 GB, 5400 rpm, hybrid, 8 GB cache 732000-001
(21) Battery (3 cell, 51 WHr, 4.42 Ah) 854108-850
(22) Bottom cover (includes RJ-45 door, feet, sponge) 937112-001
18 Chapter 3 Illustrated parts catalog
Display assembly subcomponents
Item Component Spare part number
(1) Bezel 821160-001
(2) Camera module (includes microphone) 942402-001
Microphone module (not shown) 920485-001
(3) Raw panel
NOTE: The display/camera cable is included in the raw panel spare part kit.
HD, SVA 937002-001
FHD, UWVA 937003-001
FHD, SVA 937004-001
(4) Display/camera cable 937300-001 (Cable Kit)
(5) Hinge covers (left and right) for use in models without touch displays 937114-001 (Hinge Kit)
Hinge covers (left and right) for use in models with touch displays 939771-001 (Hinge Kit)
(6) Hinge Kit (includes left and right hinges) for use in models without touch displays 937114-001
Hinge Kit (includes left and right hinges) for use in models with touch displays 939771-001
Display assembly subcomponents 19
Item Component Spare part number
(7) WLAN antenna (spared with display enclosure)
(8) WWAN antenna (spared with display enclosure)
(9) Display enclosure (includes antennas)
For use in non-IPS panels 937110-001
For use in IPS 340- nit panels 937803-001
Plastics Kit
Item Component Spare part number
Plastics Kit 937303-001
(1) Fingerprint reader blank
(2) Fingerprint reader bracket
(3) SD card blank
(4) Solid-state drive insert
(5) RJ-45 door
(6) Rubber feet
20 Chapter 3 Illustrated parts catalog
Mass storage devices
Item Component Spare part number
(1) Hard drive, 7 mm
1 TB, 5400 rpm 762990-001
500 GB, 7200 rpm, FIPS 820572-001
500 GB, 7200 rpm, Opal-2 820573-001
500 GB, 7200 rpm 703267-001
500 GB, 5400 rpm, hybrid, 8 GB cache 732000-001
(2) Hard drive hardware kit 821665-001
(3) Solid-state drive
1 TB, PCIe, Gen3×4, NVMe, MLC 937005-001
512 GB, PCIe, Gen3×4, SS/DS, Self-encrypting Drive (SED), Opal 2, TLC 937011-001
512 GB, PCIe, Gen3×4, SS, NVMe, MLC 937010-001
512 GB, SATA-3, FIPS-140-2, TLC 937009-001
256 GB, PCIe, Gen3x4, NVMe, TLC 937008-001
256 GB, PCIe, Gen3x4, NVMe, MLC 937007-001
256 GB, SATA-3, Self-encrypting Drive (SED), Opal 2, TLC 937006-001
Mass storage devices 21
Cable Kit
Item Description Spare part number
Cable Kit 937300-001
(1) Display/camera cable
(2) Card reader cable
Miscellaneous parts
Component Spare part number
AC adapter _non-PFC, 4.5 mm
65 W HP Smart AC travel adapter, non-PFC 693716-001
65 W HP Smart AC adapter, non-PFC 714657-001
Power cord (3-pin, black, 1.83 m):
Argentina 401300-001
Australia 213356-001
Brazil 438722-001
Denmark 213353-001
Europe (Austria, Belgium, Finland, France, Germany, the Netherlands, Norway and Sweden) 213350-001
India 404827-001
Israel 398063-001
Italy 213352-001
Japan 349756-001
North America 213349-001
People’s Republic of China 286497-001
South Africa 361240-001
South Korea 267836-001
Switzerland 213354-001
Taiwan 393313-001
22 Chapter 3 Illustrated parts catalog
Component Spare part number
Thailand 285096-001
United Kingdom and Singapore 213351-001
Power cord (3-pin, black, 1.0 m):
Argentina 401300-007
Australia 213356-008
Brazil 438722-004
Denmark 213353-008
Europe (Austria, Belgium, Finland, France, Germany, the Netherlands, Norway and Sweden) 213350-009
India 404827-003
Israel 398063-003
Italy 213352-008
Japan 349756-002
North America 213349-009
People’s Republic of China 286497-008
South Africa 361240-002
South Korea 267836-008
Switzerland 213354-008
Taiwan 393313-003
Thailand 285096-006
United Kingdom and Singapore 213351-008
Power cord (2-pin, black, 1.0 m)
Japan 190548-003
Screw kit 937305-001
Pointing stick covers (20 count) 804089-001
RJ-45 door (20 count) 937304-001
Miscellaneous parts 23
4 Removal and replacement procedures
preliminary requirements
Tools required
You will need the following tools to complete the removal and replacement procedures:
●
Phillips P0 screwdriver
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
24 Chapter 4 Removal and replacement procedures preliminary requirements
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 ex 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
o 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.
Avoid exposing an internal hard drive to products that have magnetic elds, such as monitors or speakers.
Avoid exposing an internal hard drive to products that have magnetic elds, 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.”
Service considerations 25
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 nger 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 aected 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.
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 aects the electrostatic voltage levels generated by dierent
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 oor 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
26 Chapter 4 Removal and replacement procedures preliminary requirements
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 eld service tools, such as cutters, screwdrivers, and vacuums.
●
When xtures must directly contact dissipative surfaces, use xtures 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 o power and input signals before inserting or removing connectors or test equipment.
Grounding guidelines 27
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 exible 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 oor 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
oors or dissipative oor mats, use foot straps on both feet with a minimum of one megohm resistance
between the operator and ground. To be eective, 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 oor 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 oor 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
28 Chapter 4 Removal and replacement procedures preliminary requirements
5 Removal and replacement procedures for
Customer Self-Repair parts
This chapter provides removal and replacement procedures for Customer Self-Repair parts.
NOTE: The Customer Self-Repair program is not available in all locations. Installing a part not supported by
the Customer Self-Repair program may void your warranty. Check your warranty to determine if Customer
Self-Repair is supported in your location.
Component replacement procedures
NOTE: Details about your computer, including model, serial number, product key, and length of warranty,
are on the service tag at the bottom of your computer. See Labels on page 15 for details.
NOTE: HP continually improves and changes product parts. For complete and current information on
supported parts for your computer, go to http://partsurfer.hp.com, select your country or region, and then
follow the on-screen instructions.
There are as many as 26 screws that must be removed, replaced, and/or loosened when servicing Customer
Self-Repair parts. Make special note of each screw size and location during removal and replacement.
Bottom cover
Description Spare part number
Bottom cover (includes RJ-45 door, feet, sponge) 937112-001
Before removing the bottom cover, follow these steps:
1. Turn o the computer. If you are unsure whether the computer is o 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. Turn the computer upside down on a at surface.
Component replacement procedures 29
2. Remove the 10 rubber screw covers and the SD card reader blank from the bottom cover.
3. Remove the 10 Phillips M2.5x5.0 screws (1) - (10) and the Phillips M2.0x7.0 screw (11) in the order
shown in the following image.
NOTE: The longer (Phillips M2.0x7.0) screw is located under the SD card reader.
30 Chapter 5 Removal and replacement procedures for Customer Self-Repair parts
4. Lift the bottom cover o the computer by lifting the rear of the cover near the hinges and tilting the
cover up.
NOTE: The RJ-45 door can be removed from the bottom cover. To replace the door, after removing the
bottom cover, rotate the door upright to a 90 degree angle, and then pull it straight up and o the bottom
cover. To install a new door, position the door upright, and then push it down onto the metal bar.
NOTE: The RJ-45 door and the SD card reader insert is available in the Plastics Kit using spare part number
937303-001.
NOTE: Multiple RJ-45 doors are available using spare part number 937304-001. The kit contains 20 doors.
Reverse the removal procedures to install the bottom cover.
Replacing the bottom cover
When replacing the bottom cover screws, be sure to install the screws in the order indicated in the following
image.
IMPORTANT: Failure to install the screws in the correct order can result in uneven bottom cover installation.
Component replacement procedures 31
NOTE: There are ve dierent sizes of rubber screw covers. Be sure that you reinstall them over the correct
screws, as shown in the following images.
The rubber-screw cover sizes are shown in the following image.
The rubber-screw cover locations are shown in the following image.
NOTE: If installing new rubber screw covers, carefully inspect for adhesive tape liner inside the cap and
remove if present.
To properly insert the rubber covers, be sure to orient the covers in the correct direction:
1. Place the lower edge into the recess (1), followed by the higher edge (2).
32 Chapter 5 Removal and replacement procedures for Customer Self-Repair parts
2. Use a small plastic rod or the soft part of your nger (not a ngernail) to ensure compaction into the
recess.
3. Visually inspect all rubber caps to be sure that they installed in the correct locations. Run a nger over
the tops of the rubber caps to ensure they are properly seated.
Component replacement procedures 33
Battery
Description Spare part number
Battery, 3-cell, 51 WHr, 4.42 Ah 854108-850
Before removing the battery, follow these steps:
1. Shut down the computer. If you are unsure whether the computer is o or in Hibernation, turn the
computer on, and then shut it down through the operating system.
2. Disconnect all external devices connected to the computer.
3. Disconnect the power from the computer by rst unplugging the power cord from the AC outlet, and
then unplugging the AC adapter from the computer.
4. Remove the bottom cover (see Bottom cover on page 29).
To remove the battery:
CAUTION: Removing a battery that is the sole power source for the computer can cause loss of information.
To prevent loss of information, save your work and shut down the computer through Windows before
removing the battery.
▲
Loosen the two captive screws (1) and use the pull tab (2) to remove the battery from the computer (3).
Reverse the removal procedures to install the battery.
34 Chapter 5 Removal and replacement procedures for Customer Self-Repair parts
Hard drive
Description Spare part number
1 TB, 5400 rpm, 7 mm 762990-001
500 GB, 7200 rpm, 7 mm, FIPS 820572-001
500 GB, 7200 rpm, 7 mm, Opal-2 820573-001
500 GB, 7200 rpm, 7 mm 703267-001
500 GB, 5400 rpm, 7 mm, hybrid, 8 GB cache 732000-001
Before removing the hard drive, follow these steps:
1. Shut down the computer. If you are unsure whether the computer is o or in Hibernation, turn the
2. Disconnect all external devices connected to the computer.
3. Disconnect the power from the computer by rst unplugging the power cord from the AC outlet, and
4. Remove the bottom cover (see Bottom cover on page 29).
5. Remove the battery (see Battery on page 34).
computer on, and then shut it down through the operating system.
then unplugging the AC adapter from the computer.
To remove a hard drive:
1. Loosen the 4 captive screws (1) that secure the hard drive to the chassis.
2. Slide the hard drive (2) away from the connector to disengage it.
3. Lift to remove the hard drive from the bay (3).
Component replacement procedures 35
4. To remove the hard drive cover from the hard drive, remove the 4 Phillips M3.0×3.0 screws (1) that
secure the cover to the drive, and then lift the cover up and o the hard drive (2).
Reverse this procedure to install a hard drive.
36 Chapter 5 Removal and replacement procedures for Customer Self-Repair parts
Solid-state drive (SSD)
Description Spare part number
1 TB, PCIe, Gen3×4, NVMe, MLC 937005-001
512 GB, PCIe, Gen3×4, SS/DS, Self-encrypting Drive (SED), Opal 2, TLC 937011-001
512 GB, PCIe, Gen3×4, SS, NVMe, MLC 937010-001
512 GB, SATA-3, FIPS-140-2, TLC 937009-001
256 GB, PCIe, Gen3x4, NVMe, TLC 937008-001
256 GB, PCIe, Gen3x4, NVMe, MLC 937007-001
256 GB, SATA-3, Self-encrypting Drive (SED), Opal 2, TLC 937006-001
Before removing the solid-state drive, follow these steps:
1. Turn o the computer. If you are unsure whether the computer is o or in Hibernation, turn the
computer on, and then shut it down through the operating system.
2. Disconnect the power from the computer by unplugging the power cord from the computer.
3. Disconnect all external devices from the computer.
4. Remove the bottom cover (see Bottom cover on page 29).
5. Disconnect the battery (see Battery on page 34).
Remove the solid-state drive:
1. Remove the Phillips M2.0×3.0 screw (1) that secures the drive to the system board.
2. Remove the drive (2) by pulling it away from the connector.
NOTE: M.2 solid-state drives are designed with notches to prevent incorrect insertion.
Reverse this procedure to install the solid–state drive.
Component replacement procedures 37
Memory modules
NOTE: Primary and expansion memory is installed in a side-by-side conguration in the bottom of the
computer.
If only one memory module is installed, it must be installed in the socket labeled ‘1’.
Description Spare part number
4-GB (DDR-2133) 820569-001
8-GB (DDR-2133) 820570-001
16-GB (DDR-2400) 865396-850
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 the memory module, follow these steps:
1. Shut down the computer. If you are unsure whether the computer is o or in Hibernation, turn the
computer on, and then shut it down through the operating system.
2. Disconnect all external devices connected to the computer.
3. Disconnect the power from the computer by rst unplugging the power cord from the AC outlet, and
then unplugging the AC adapter from the computer.
4. Remove the bottom cover (see Bottom cover on page 29).
5. Remove the battery (see Battery on page 34).
Remove the memory module:
1. Spread the retaining tabs (1) on each side of the memory module slot to release the memory module.
(The edge of the module opposite the slot rises away from the computer.)
38 Chapter 5 Removal and replacement procedures for Customer Self-Repair parts
2. Remove the memory module (2) by pulling the module away from the slot at an angle.
NOTE: Memory modules are designed with a notch to prevent incorrect insertion into the memory
module slot.
NOTE: The computer uses two memory sockets. The socket labeled ‘2’ houses the expansion memory
module and the socket labeled ‘1’ houses the primary memory module. The removal procedure is the
same for both memory sockets.
Reverse this procedure to install a memory module.
Component replacement procedures 39
WLAN/Bluetooth combo card
The computer uses a card that provides both WLAN and Bluetooth functionality.
The WLAN module and WWAN module are not interchangeable.
Description Spare part number
Intel Dual Band Wireless-AC 3165 802.11ac 1x1 WiFi + BT 4.0 combo adapter 851592-001
Intel Dual band wireless-AC 8265 802.11AC 2x2 WiFi + BT 4.2 Combo Adaptor (non-Pro) 910264-855
Intel Dual Band Wireless-AC 8260NGW 802.11a/b/g/n+ac non-vPro 2x2 WiFi + BT 4.2 combo adapter 863934-855
Before removing the WLAN module, follow these steps:
1. Shut down the computer. If you are unsure whether the computer is o or in Hibernation, turn the
computer on, and then shut it down through the operating system.
2. Disconnect all external devices connected to the computer.
3. Disconnect the power from the computer by rst unplugging the power cord from the AC outlet, and
then unplugging the AC adapter from the computer.
4. Remove the bottom cover (see Bottom cover on page 29).
5. Remove the battery (see Battery on page 34).
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’. If the
computer is equipped with an 802.11a/b/g/n WLAN module, the yellow WLAN antenna cable connects to
the middle terminal on the WLAN module.
2. Remove the one Phillips M2.5×3.0 screw (2) that secures the WLAN module to the computer. (The edge
of the module opposite the slot rises away from the computer.)
40 Chapter 5 Removal and replacement procedures for Customer Self-Repair parts
3. Remove the WLAN module by pulling the module away from the slot at an angle (3).
NOTE: WLAN modules are designed with a notch to prevent incorrect insertion.
NOTE: If the WLAN antennas are not connected to the terminals on the WLAN module, the protective
sleeves must be installed on the antenna connectors, as shown in the following illustration.
Reverse this procedure to install the WLAN module.
Component replacement procedures 41
WWAN module
The WLAN module and WWAN module are not interchangeable.
The WWAN module is available on select models only.
Description Spare part number
HP lt4120 LTE/EVDO/HSPA+ SnapdragonT X5 LTE Mobile Broadband Module 800870-001
Huawei HP It4132 - LTE/HSPA+ with GPS 845710-001
Fibocom HP hs3210 WW HSPA+ without GPS 918670-855
Before removing the WWAN module, follow these steps:
1. Shut down the computer. If you are unsure whether the computer is o or in Hibernation, turn the
computer on, and then shut it down through the operating system.
2. Disconnect all external devices connected to the computer.
3. Disconnect the power from the computer by rst unplugging the power cord from the AC outlet, and
then unplugging the AC adapter from the computer.
4. Remove the bottom cover (see Bottom cover on page 29).
5. Remove the battery (see Battery on page 34).
Remove the WWAN module:
1. Position the computer upside-down.
2. Disconnect the WWAN antenna cables (1) from the terminals on the WWAN module.
NOTE: The red WWAN antenna cable is connected to the WWAN module ‘Main’ terminal. The blue
WWAN antenna cable is connected to the WWAN module ‘Aux’ terminal.
3. Remove the one Phillips M2.5×3.0 screws (2) that secure the WWAN module to the computer. (The edge
of the module opposite the slot rises away from the computer.)
42 Chapter 5 Removal and replacement procedures for Customer Self-Repair parts
4. Remove the WWAN module (3) by pulling the module away from the slot at an angle.
NOTE: WWAN modules are designed with a notch to prevent incorrect insertion.
NOTE: If the WWAN antennas are not connected to the terminals on the WWAN module, the protective
sleeves must be installed on the antenna connectors, as shown in the following illustration.
Reverse this procedure to install the WWAN module.
Component replacement procedures 43
Keyboard
In this section, the rst table provides the main spare part number for the keyboards. The second table
provides the country codes.
Description Spare part number
Keyboard, no backlight 937310-xx1
Keyboard, backlit 937309-xx1
Pointing stick covers (20 count) 804089-001
For use in country
or region
Belgium -A41 India -D61 Slovenia -BA1
Brazil -201 Israel -BB1 South Korea -AD1
Bulgaria -261 Italy -061 Spain -071
Canada -DB1 Japan -291 Sweden and Finland -B71
Czech Republic
and Slovakia
Denmark -081 The Netherlands -B31 Taiwan -AB1
Denmark, Finland, and
Norway
France -051 Norway -091 Turkey -141
Germany -041 Portugal -131 Turkey F -541
Greece -151 Romania -271 United Kingdom -031
Hungary -211 Russia -251 United States -001
Iceland -DD1 Saudi Arabia -171
Spare part
number
-FL1 Latin America -161 Switzerland -BG1
-DH1 Northern Africa -FP1 Thailand -281
For use in country
or region
Spare part
number
For use in country
or region
Spare part
number
Before removing the keyboard, follow these steps:
1. Shut down the computer. If you are unsure whether the computer is o or in Hibernation, turn the
computer on, and then shut it down through the operating system.
2. Disconnect all external devices connected to the computer.
3. Disconnect the power from the computer by rst unplugging the power cord from the AC outlet, and
then unplugging the AC adapter from the computer.
4. Remove the bottom cover (see Bottom cover on page 29).
5. Remove the battery (see Battery on page 34).
Remove the keyboard:
44 Chapter 5 Removal and replacement procedures for Customer Self-Repair parts
1. Position the computer upside down.
2. Remove the 2 Phillips M2.5×5.0 screws that secure the keyboard to the computer (1).
NOTE: The screws are labeled with a keyboard symbol.
3. Position the computer on its side and partially open.
4. Insert a screwdriver or similar thin tool into the hole beside the heat sink/fan assembly, and then press
on the back of the keyboard until it disengages from the computer (2).
NOTE: Cables connect the bottom of the keyboard to the system board. Make sure not to prematurely
pull the keyboard cables out of the system board connectors.
5. Position the computer upright with the front toward you, and then open the computer as far as possible.
6. Slide the keyboard slightly downward, and then lift and rotate the keyboard over onto the palm rest (1).
7. Lift the ZIF connector (2) for the pointing stick cable connector, then and remove the cable from the
connector (3).
8. Lift the ZIF connector (4) for the keyboard backlight cable connector, and then remove the cable from
the connector (5).
9. Lift the ZIF connector (6) for the keyboard cable connector, and then remove the cable from the
connector (7).
Component replacement procedures 45
10. Remove the keyboard (8).
Reverse this procedure to install the keyboard.
46 Chapter 5 Removal and replacement procedures for Customer Self-Repair parts
6 Removal and replacement procedures for
Authorized Service Provider parts
This chapter provides removal and replacement procedures for Authorized Service Provider only 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.
CAUTION: This computer does not have user-replaceable parts. Only HP authorized service providers should
perform the removal and replacement procedures described here. Accessing the internal part could damage
the computer or void the warranty.
Component replacement procedures
NOTE: Details about your computer, including model, serial number, product key, and length of warranty,
are on the service tag at the bottom of your computer. See Labels on page 15 for details.
NOTE: HP continually improves and changes product parts. For complete and current information on
supported parts for your computer, go to http://partsurfer.hp.com, select your country or region, and then
follow the on-screen instructions.
There are as many as 45 screws that must be removed, replaced, and/or loosened when servicing Authorized
Service Provider only parts. Make special note of each screw size and location during removal and
replacement.
Component replacement procedures 47
RTC battery
Description Spare part number
RTC battery 914384-001
Before removing the RTC battery, follow these steps:
1. Shut down the computer. If you are unsure whether the computer is o or in Hibernation, turn the
2. Disconnect all external devices connected to the computer.
3. Disconnect the power from the computer by rst unplugging the power cord from the AC outlet, and
4. Remove the bottom cover (see Bottom cover on page 29).
5. Remove the battery (see Battery on page 34).
Remove the RTC battery:
1. Disconnect the battery cable from the system board (1).
2. Lift the Mylar from atop the battery (2).
3. Using a at tool, pry the battery out of the computer (3).
computer on, and then shut it down through the operating system.
then unplugging the AC adapter from the computer.
Reverse this procedure to install the RTC battery.
48 Chapter 6 Removal and replacement procedures for Authorized Service Provider parts
Internal base plate
Description Spare part number
Internal base plate 937113-001
Before removing the internal base plate, follow these steps:
1. Shut down the computer. If you are unsure whether the computer is o or in Hibernation, turn the
computer on, and then shut it down through the operating system.
2. Disconnect all external devices connected to the computer.
3. Disconnect the power from the computer by rst unplugging the power cord from the AC outlet, and
then unplugging the AC adapter from the computer.
4. Remove the bottom cover (see Bottom cover on page 29).
5. Remove the hard drive (see Hard drive on page 35).
6. Remove the battery (see Battery on page 34).
7. Remove the keyboard (see Keyboard on page 44).
8. If equipped, disconnect the antenna cables from the WLAN module (see WLAN/Bluetooth combo card
on page 40).
9. If equipped, disconnect the antenna cables from the WWAN module (see WWAN module on page 42).
Remove the internal base plate:
1. Remove the 4 Phillips M2.0x7.0 screws (1) and the 4 broadhead Phillips M2.5x2.5 screws (2) that secure
the internal base plate to the computer.
Component replacement procedures 49
2. Remove the 7 Phillips M2.5x5.0 screws that secure the internal base plate to the computer.
3. Lift the tape and remove the antenna cables from the base plate (1), and then remove the base plate
from the computer (2).
Reverse this procedure to install the internal base plate.
50 Chapter 6 Removal and replacement procedures for Authorized Service Provider parts
Heat sink/fan assembly
NOTE: The heat sink/fan assembly spare part kit includes replacement thermal material.
Description Spare part number
Heat sink/thermal module 937115-001
Before removing the heat sink/fan assembly, follow these steps:
1. Turn o the computer. If you are unsure whether the computer is o or in Hibernation, turn the
computer on, and then shut it down through the operating system.
2. Disconnect the power from the computer by unplugging the power cord from the computer.
3. Disconnect all external devices from the computer.
4. Remove the bottom cover (see Bottom cover on page 29).
5. Remove the battery (see Battery on page 34).
6. Remove the keyboard (see Keyboard on page 44).
7. Remove the internal base plate (see Internal base plate on page 49).
Remove the heat sink/fan assembly:
▲
Loosen the six captive screws on the fan and heat sink following the sequence stamped on the fan and
heat sink (1), disconnect the fan cable from the system board (2), and then remove the heat sink/fan
assembly from the system board (3).
CAUTION: Take extreme care when removing the heat sink and fan assembly. The heatpipe is very
fragile and can be easily damaged and bent during removal.
Component replacement procedures 51
NOTE: The thermal material must be thoroughly cleaned from the surfaces of the heat sink and the
system board components each time the heat sink is removed. Replacement thermal material is
included with the heat sink, processor, and system board spare part kits.
Reverse this procedure to install the heat sink/fan assembly.
52 Chapter 6 Removal and replacement procedures for Authorized Service Provider parts
Fingerprint reader assembly
Description Spare part number
Fingerprint reader assembly (includes cable) 937301-001
Before removing the ngerprint reader assembly, follow these steps:
1. Shut down the computer. If you are unsure whether the computer is o or in Hibernation, turn the
computer on, and then shut it down through the operating system.
2. Disconnect all external devices connected to the computer.
3. Disconnect the power from the computer by rst unplugging the power cord from the AC outlet, and
then unplugging the AC adapter from the computer.
4. Remove the bottom cover (see Bottom cover on page 29).
5. Remove the battery (see Battery on page 34).
6. Remove the hard drive (see Hard drive on page 35).
7. Remove the keyboard (see Keyboard on page 44).
8. Remove the internal base plate (Internal base plate on page 49).
Remove the ngerprint reader assembly:
1. Position the computer upright and open all the way.
2. Disconnect the ngerprint reader board cable from the system board.
3. Position the computer upside down.
4. Remove the Mylar cover from atop the ngerprint reader assembly (1).
5. Slide the bracket toward the right, and then lift it from the computer (2).
Component replacement procedures 53
6. Remove the ngerprint reader board and cable assembly from the computer (3).
Reverse this procedure to install the ngerprint reader assembly.
54 Chapter 6 Removal and replacement procedures for Authorized Service Provider parts
Touchpad board
Description Spare part number
Touchpad board without NFC antenna 937307-001
Touchpad board with NFC antenna 937308-001
Before removing the touchpad board, follow these steps:
1. Shut down the computer. If you are unsure whether the computer is o or in Hibernation, turn the
computer on, and then shut it down through the operating system.
2. Disconnect all external devices connected to the computer.
3. Disconnect the power from the computer by rst unplugging the power cord from the AC outlet, and
then unplugging the AC adapter from the computer.
4. Remove the bottom cover (see Bottom cover on page 29).
5. Remove the battery (see Battery on page 34).
6. Remove the hard drive (see Hard drive on page 35).
7. Remove the keyboard (see Keyboard on page 44).
8. Remove the internal base plate (see Internal base plate on page 49
Remove the touchpad board:
1. Disconnect the cable from the touchpad to the smart card reader board (1), and then disconnect the NFC
antenna from the NFC module (2).
2. Lift the tape (3), and then remove the 2 Phillips M2.5x2.5 screws (4) that secure the touchpad button
board to the computer.
3. Lift the top of the touchpad board up, and then pull it forward to remove it from the computer (5).
Reverse this procedure to install the touchpad board.
Component replacement procedures 55
NFC module
Description Spare part number
NFC (Near Field Communication) module (includes NFC cable, antenna cable, Mylar insulator, and foam) 937302-001
Before removing the NFC module, follow these steps:
1. Turn o the computer. If you are unsure whether the computer is o or in Hibernation, turn the
2. Disconnect the power from the computer by unplugging the power cord from the computer.
3. Disconnect all external devices from the computer.
4. Remove the bottom cover (see Bottom cover on page 29).
5. Remove the battery (see Battery on page 34).
6. Remove the keyboard (see Keyboard on page 44).
7. Remove the internal base plate (see Internal base plate on page 49
Remove the NFC module:
1. Disconnect the system board cable (1) and the NFC antenna (2) from the NFC module.
2. Pry the NFC module from the smart card reader (3), and the lift it from the computer (4).
computer on, and then shut it down through the operating system.
NOTE: The NFC antenna is also spared with the touchpad.
Reverse the removal procedures to install the NFC module.
56 Chapter 6 Removal and replacement procedures for Authorized Service Provider parts
Smart card reader board
Description Spare part number
Smart card reader board 914380-001
Smart card reader cable (available in Cable Kit) 937300-001 (Cable Kit)
Before removing the card reader board, follow these steps:
1. Shut down the computer. If you are unsure whether the computer is o or in Hibernation, turn the
computer on, and then shut it down through the operating system.
2. Disconnect all external devices connected to the computer.
3. Disconnect the power from the computer by rst unplugging the power cord from the AC outlet, and
then unplugging the AC adapter from the computer.
4. Remove the bottom cover (see Bottom cover on page 29).
5. Remove the battery (see Battery on page 34).
6. Remove the keyboard (see Keyboard on page 44).
7. Remove the internal base plate (see Internal base plate on page 49
Remove the smart card reader board:
NOTE: Before you remove the smart card reader, make sure nothing (memory card or plastic insert) in
inserted in the reader.
1. Disconnect the main system board cable from the card reader board (1).
2. Disconnect the cable from the top of the NFC board (2).
3. Disconnect the touchpad cable from the side of the card reader board (3).
4. Disconnect the cable from the bottom of the NFC board (4).
Component replacement procedures 57
5. Pull the plastic tab on the side of the card reader board to disengage the board (5), use a thin tool to pry
up the side of board (near touchpad) (6), and then pull the board away from the side of the computer to
remove it from the clips built into the computer (7).
Reverse this procedure to install the card reader board.
58 Chapter 6 Removal and replacement procedures for Authorized Service Provider parts
USB/audio board
Description Spare part number
USB/audio board 916922-001
Before removing the USB/audio board, follow these steps:
1. Shut down the computer. If you are unsure whether the computer is o or in Hibernation, turn the
computer on, and then shut it down through the operating system.
2. Disconnect all external devices connected to the computer.
3. Disconnect the power from the computer by rst unplugging the power cord from the AC outlet, and
then unplugging the AC adapter from the computer.
4. Remove the bottom cover (see Bottom cover on page 29).
5. Remove the battery (see Battery on page 34).
6. Remove the keyboard (see Keyboard on page 44).
7. Remove the internal base plate (see Internal base plate on page 49
Remove the USB/audio board:
1. Disconnect the cable from the USB/audio board (1).
2. Remove the 2 Phillips M2.5×5.0 screws (2) that secure the USB/audio board to the computer.
3. Lift up rear side of the board, and then pull it away from the side of computer to remove it (3).
Reverse this procedure to install the USB/audio board.
Component replacement procedures 59
System board
NOTE: All system board spare part kits include replacement thermal material.
All system boards use the following part numbers:
xxxxxx-001: Non-Windows operating systems
xxxxxx-601: Windows operating system
Description Spare part number
System board with Intel i7-7600U processor 917506-xx1
System board with Intel i7-7500U processor 917505-xx1
System board with Intel i5-7300U processor 917500-xx1
System board with Intel i5-7200U processor 917502-xx1
Before removing the system board, follow these steps:
1. Shut down the computer. If you are unsure whether the computer is o or in Hibernation, turn the
computer on, and then shut it down through the operating system.
2. Disconnect all external devices connected to the computer.
3. Disconnect the power from the computer by rst unplugging the power cord from the AC outlet, and
then unplugging the AC adapter from the computer.
4. Remove the bottom cover (see Bottom cover on page 29).
5. Remove the battery (see Battery on page 34).
6. Remove the keyboard (see Keyboard on page 44).
7. Remove the internal base plate (see Internal base plate on page 49
When replacing the system board, be sure to remove the following components (as needed) from the
defective system board and install on the replacement system board:
●
Solid-state drive (see Solid-state drive (SSD) on page 37)
●
Memory modules (see Memory modules on page 38)
●
WLAN/Bluetooth module (see WLAN/Bluetooth combo card on page 40)
●
WWAN module (see WWAN module on page 42)
●
Heat sink/fan assembly (see Heat sink/fan assembly on page 51)
Remove the system board:
1. Position the computer upright and open as far as possible.
60 Chapter 6 Removal and replacement procedures for Authorized Service Provider parts
2. Disconnect the card reader cable (1) and the ngerprint reader cable (2) from the system board.
3. Close the computer and position it upside down.
Component replacement procedures 61
4. Disconnect the following cables from the system board:
(1) Speaker cable
(2) Display cable
(3) Touch cable
(4) Power button board cable
(5) USB/audio board cable
5. Remove the 3 Phillips M2.5×5.0 screws (1) that secure the system board to the computer.
6. Lift the right side of the system board up at an angle (2).
7. Pull the system board up and toward the right to disengage the connectors from the left side of the
computer and remove the system board (3).
Reverse this procedure to install the system board.
62 Chapter 6 Removal and replacement procedures for Authorized Service Provider parts
Speaker assembly
Description Spare part number
Speaker assembly (includes cable) 937306-001
Before removing the speaker assembly, follow these steps:
1. Turn o the computer. If you are unsure whether the computer is o or in Hibernation, turn the
computer on, and then shut it down through the operating system.
2. Disconnect the power from the computer by unplugging the power cord from the computer.
3. Disconnect all external devices from the computer.
4. Remove the bottom cover (see Bottom cover on page 29).
5. Remove the battery (see Battery on page 34).
6. Remove the keyboard (see Keyboard on page 44).
7. Remove the internal base plate (see Internal base plate on page 49)
8. Remove the system board (see System board on page 60).
Remove the speaker assembly:
1. Remove the antennas from the clip in the speaker assembly (1).
2. Use a thin tool to pry the middle of the speaker assembly up to disengage the adhesive that secures it to
the computer (2), and then remove the speaker assembly (3) from the computer.
Reverse this procedure to install the speakers.
Component replacement procedures 63
Display assembly
Description Spare part number
Display panel assembly, touch screen
NOTE: Touch screen display assemblies are spared only as whole unit hinge-ups.
NOTE: Non-touch display assemblies are spared at the subcomponent level only. For more non-touch
display assembly spare part information, see Display assembly subcomponents on page 19.
937012-001
Before removing the display assembly, follow these steps:
1. Shut down the computer. If you are unsure whether the computer is o or in Hibernation, turn the
computer on, and then shut it down through the operating system.
2. Disconnect all external devices connected to the computer.
3. Disconnect the power from the computer by rst unplugging the power cord from the AC outlet, and
then unplugging the AC adapter from the computer.
4. Remove the bottom cover (see Bottom cover on page 29).
5. Remove the battery (see Battery on page 34).
6. Remove the internal base plate (see Internal base plate on page 49)
Remove the display assembly:
1. Disconnect the display cable (1) and the touch cable (2) from the system board.
2. Remove the 3 Phillips M2.5×5.0 screws (1) from the display hinges.
64 Chapter 6 Removal and replacement procedures for Authorized Service Provider parts
3. Lift the display assembly straight up and remove it (2).
CAUTION: When installing the display assembly, be sure that the wireless antenna cables are routed
and arranged properly.
Failure to properly route the antennas can result in degradation of the computer's wireless performance.
4. If you need to remove the display bezel, ex the top (1) of the bezel, the inside edges of the left and
right sides (2), and then the bottom (3) of the bezel until it disengages from the display enclosure..
NOTE: Make sure the hinges are not bent (see hinge position in following image) when you remove the
bezel.
Component replacement procedures 65
5. Remove the display bezel (4).
The display bezel is available using spare part number 821160-001.
6. If it is necessary to replace the camera or microphone module, use a thin tool to pry the module away
from the double-sided tape on the display enclosure (1), lift the module up enough to access the cable
connector (2), and then disconnect the cable from the module (3).
The camera module is available using spare part number 942402-001. The microphone module is
available using spare part number 920485-001.
66 Chapter 6 Removal and replacement procedures for Authorized Service Provider parts
7. If it is necessary to remove the display panel from the enclosure, remove the 4 Phillips M2.0×2.0 screws
that secure the panel to the display enclosure, and then rotate the display panel over onto the keyboard
(2).
The raw display panel is available using spare part number 937002-001 for HD panels, 937003-001 for
FHD, UWVA panels, and 937004-001 for FHD, SVA panels.
NOTE: The display/camera cable is included in the raw panel spare part kit.
8. On the back of the display panel, lift the tape from atop the connector (1), and then disconnect the
display cable from the rear of the panel (2).
Component replacement procedures 67
9. Remove the display panel from the enclosure (3).
10. If it is necessary to replace the display covers or hinges, remove the Phillips M2.0×3.0 screw (1) that
secures the hinge covers to the display enclosure, and then remove the hinge covers (2).
11. Remove the 6 Phillips M2.0x2.0 screws that secure the hinges to the display enclosure (3), and then
remove the display hinges from the display enclosure (4).
Display hinge covers and hinges are available in the Hinge Kit using spare part number 937114-001 for
non-touch models or 939771-001 for touch models.
68 Chapter 6 Removal and replacement procedures for Authorized Service Provider parts
12. If it is necessary to replace the display/camera cable, lift the display/camera cable assembly (1) from the
routing path on the side of the display enclosure (2), and then remove the cable (3).
The display cable is available in the Cable Kit using spare part number 937300-001.
13. If it is necessary to replace the WLAN antenna cables, peel the transceivers from the top of the display
enclosure (1), remove the antenna cables from the routing path on the sides of the display enclosure
(2), and then remove the antenna cables (3).
NOTE: The WLAN antennas are spared with the display enclosure.
Component replacement procedures 69
14. If it is necessary to replace the WWAN antenna cables, peel the transceivers from the top of the display
enclosure (1), remove the antenna cables from the on the sides of the display enclosure (2), and then
remove the antenna cables (3).
NOTE: The WWAN antennas are spared with the display enclosure.
The display enclosure is available using spare part number 937110-001 for non-IPS panels and
937803-001 for IPS panels.
Reverse this procedure to reassemble and install the display assembly.
70 Chapter 6 Removal and replacement procedures for Authorized Service Provider parts
Power button board
Description Spare part number
Power button board assembly 914382-001
Before removing the power button board, follow these steps:
1. Shut down the computer. If you are unsure whether the computer is o or in Hibernation, turn the
computer on, and then shut it down through the operating system.
2. Disconnect all external devices connected to the computer.
3. Disconnect the power from the computer by rst unplugging the power cord from the AC outlet, and
then unplugging the AC adapter from the computer.
4. Remove the bottom cover (see Bottom cover on page 29).
5. Remove the battery (see Battery on page 34).
6. Remove the internal base plate (see Internal base plate on page 49).
7. Rotate the right display hinge upward (see Display assembly on page 64).
NOTE: The power button board sits under the right display hinge. You do not have to remove the
display to remove the board, but you do have to rotate the right display hinge upward to gain access.
Remove the power button board:
1. Disconnect the cable from the system board (1).
2. Remove the Phillips broadhead M2.0×2.0 screw (2) that secures the power button board to the
computer.
3. Push the retention clip so it disengages the board (3).
Component replacement procedures 71
4. Rotate the connector side of board upward (4), and then remove it from the computer (5).
Reverse this procedure to install the power button board.
72 Chapter 6 Removal and replacement procedures for Authorized Service Provider parts
Top cover
The top cover remains after removing all other spared parts from the computer.
Description Spare part number
Top cover 937111-001
Component replacement procedures 73
7 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, specic 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 specic 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 rst 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.
74 Chapter 7 Interpreting system validation diagnostic front panel LEDs and audible codes
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, ‘3.5’ indicates 3 long red blinks and 5 short white blinks to
communicate the processor is not detected.
Notebook
Component
tested
Major/
minor
code Error condition
Caps
Lock/Num
Lock LED Desktop Action
BIOS 2.2 The main area (DXE) of BIOS has
become corrupted and there is
no recovery binary image
available
2.3 The embedded controller policy
requires the user to enter a key
sequence (SureStart 2.0)
2.4 The embedded controller is
recovering the boot block or
DXE. Since it takes 10 sec. or so
to load the DXE image and get
video in the DXE case, this blink
code is necessary. (SureStart)
Hardware 3.2 The embedded controller has
timed out waiting for BIOS to
return from memory
initialization
3.3 The embedded controller has
timed out waiting for BIOS to
return from graphics
initialization ( 4/13- Graphics
adaptor not found)
CAP/NUM
Blink = 2
CAP/NUM
Blink = 8
Battery LED
White and
Amber
blinking
CAP/NUM
Blink = 3
CAP/NUM
Blink = 4
2.2 - Power
LED
(red.white)
2.3 - Power
LED
(red.white)
2.4 - Power
LED
(red.white)
3.2 - Power
LED
(red.white)
3.3 - Power
LED
(red.white)
Follow the Crisis Recovery instructions at
http://support.hp.com/us-en/document/
c02693833/.
If analysis of the event that caused Sure
Start recovery is desired, replace the
board and send the bad board back.
Otherwise, press this key combination to
restore BIOS and boot: Up Arrow+ Down
Arrow+ Esc.
Wait for DXE recovery to complete.
System board replacement.
If the system has an MXM module, try a
dierent MXM module. Otherwise, the
board most likely needs to be replaced.
3.4 The system board displays a
power failure (crowbar) *
System
board
5.3 The embedded controller has
5.2 The embedded controller cannot
nd valid rmware
timed out waiting for the BIOS
CAP/NUM
Blink = 5
CAP/NUM
Blink = 7 (2
BB failure)
Battery LED
Blinking = 1
Hz (3 B
failure)
CAP/NUM
Blink = 1
3.4 - Power
LED
(red.white)
5.2 - Power
LED
(red.white)
Not
implemented
System board replacement.
System board replacement.
System board replacement.
75
8 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 briey 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 SelfRepair 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.
76 Chapter 8 Troubleshooting guide
Resources
HP Resource Tool Description Link
HP Elite Support Provides live HP Premium support (available 24/7) to
Elite computers.
HP Support Center Provides important support, such as warranty,
support cases, drivers, Customer Advisories,
Customer and Security Bulletins, and Product Change
Notices.
HP Troubleshooting Support page Provides troubleshooting information for your
specic HP computer.
Subscribers Choice Allows you to sign up for HP product updates. http://www8.hp.com/us/en/subscribe/
HP Support Forums Provide discussions about HP products and issues. http://h30434.www3.hp.com/psg/
Service Access Workbench (SAW)
(Available for technicians and
Business Partners only)
Vendors’ web sites Provide additional information for associated
Provides navigable content intended for use by
internal and outsourced call center sta and can be a
resource for support and product division
professionals.
components such as Intel (processor, WLAN),
Microsoft (Windows 7/8/10), AMD/NVidia (GPU), and
so on.
General troubleshooting steps
http://www8.hp.com/us/en/ads/eliteproducts/overview.html
http://h20565.www2.hp.com/portal/site/
hpsc
http://www8.hp.com/us/en/
troubleshooting.html
http://sawpro.atlanta.hp.com
http://www.intel.com
http://www.microsoft.com
http://www.amd.com
http://www.nvidia.com
A basic logic should be used when troubleshooting computer issues. This section will help you become
familiar with troubleshooting methodology and eciently 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 specic order if an issue does not
apply.
Table 8-1 Troubleshooting methodology and general troubleshooting steps
Identify issue Analyze issue Resolve issue Verify solution
1. Understand the issue
on page 78
2. Examine the environment
on page 80
3. Perform a visual inspection
of hardware on page 81
4. Update BIOS and drivers
on page 81
5. Remove or uninstall recently
added hardware, software
on page 81
6. HP Hardware Diagnostics and
Tools on page 82
7. Status lights, blinking light
codes, troubleshooting lights,
and POST error messages
on page 86
8. Hard reset on page 89
9. Soft reset (Default Settings)
on page 90
10. Reseat cables and connections
on page 90
11. Test with minimum conguration
on page 91
12. Test with veried working
conguration (hardware and/or operating
system) on page 92
13. Replace the system board on page 92
Verify solution
on page 93
Resources 77
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 8-2 Boot-up sequence
Power-on After power button is pressed, the computer boots after all internal power rails (i.e., 5V, 3.3V) are stable.
POST (UEFI/BIOS) Power-On Self-Test (POST) veries that hardware components (processor, hard drive, memory, etc.) are
Conrm 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 o; troubleshooting lights are on; does not boot; video is absent.
functional. When POST is complete, the HP logo displays briey and then disappears.
If there are errors, the computer may exhibit blinking lights and POST error messages
Common issues: lights blink, error message appears, hangs.
Performance
(operating system)
Failure classication
Failure classication is a breakdown of dierent types of failures and symptoms that could occur during the
boot-up sequence. Table 3 and table 4 represent the failure classication for common notebook failures.
Table 3 categorizes failures by the boot-up sequence.
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 identied 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
System boots to operating system, and Windows logo screen appears..
Common issues: hangs (lock up/freezes), blue screen, video distorted, driver conict, slow performance,
display issue (dead pixel), I/O issue (no speaker sound), wireless/audio unavailable, noise.
See Analyze the issue on page 81 table below for detailed troubleshooting information).
7. Mechanical
78 Chapter 8 Troubleshooting guide
A single symptom can be listed under dierent 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 conict 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 8-3 Failure classication by boot-up sequence
on page 79 and Table 8-4 Failure classication by hardware devices and mechanical on page 80). 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 oered on certain
hardware congurations; therefore, a Bluetooth issue can be classied under “I/O Device” if needed.
Failure classication by boot-up sequence
Table 8-3 Failure classication by boot-up sequence
1. Power-on 2. POST 3. Performance
1. No Power on page 95
2. Intermittent power-on, shutdown,
reboot on page 97
3. AC adapter issue on page 98
4. Battery not recognized, not charging
on page 98
5. Battery discharges too fast
on page 100
6. Burnt smell on page 101
a,b,c
similar symptoms
a
1. No video (with power)
on page 101
2. Blinking lights on page 102
3. Diagnostics error messages
on page 103
4. BIOS password on page 104
1.
Intermittent shutdown on page 105
2.
Blue screen (BSOD) error on page 130
3. Freeze at Windows Logo (hang/lockup)
on page 108
4. Electromagnetic Interference (EMI)
on page 109
5. No wake up on page 109
6. Unresponsive on page 111
7.
Slow performance on page 111
8. HP Smart Adapter warning message
on page 112
9. Incorrect time and date on page 112
a
c
b
General troubleshooting steps 79
Failure classication by hardware devices and mechanical
Table 8-4 Failure classication by hardware devices and mechanical
4. Display 5. I/O devices 6. Storage 7. Mechanical
1. Display anomalies
on page 113
2. Dead pixel on page 115
3. No video (internal)
on page 115
4. No video (external)
on page 116
5. DisplayPort/VGA
on page 116
6. HDMI on page 116
7. No or bad external video
via docking on page 117
8. Incorrect or missing color/
distorted image
on page 117
9. Touch screen
on page 118
b,c,d
similar symptoms
d
d
1. Keyboard on page 119
2. Keyboard point stick
on page 120
3. Keyboard backlight
on page 120
4. TouchPad on page 121
5. Network Connectivity
Ethernet (RJ-45 jack)
on page 121
6. Network connectivity
wireless (WLAN)
on page 122
7. WWAN module
on page 42
8. USB on page 124
9. Smart card reader board
on page 57
10. Speaker, headphone audio issues on page 126
11. Thunderbolt (TB)
on page 127
1. Hard drive/solid-state
drive not recognized
on page 129
2. No boot to operating
system (no read/write
error) on page 129
3. Read-write error
on page 130
4. Slow performance
on page 111
5. Blue screen (BSOD) error
on page 130
6. Noisy hard drive
on page 131
c
b
1. Fan error message - 90B
on page 132
2. Noise (sound)
on page 133
3. Fan runs constantly
on page 134
4. HP Thermal Monitor
on page 85
5. Stuck power button
on page 135
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.
●
Conrm that power sources are good, such as wall power type/adapter (110V/220V ac), power strip. Test
with a veried working AC outlet.
●
Check for compatibility issues between the computer and third-party devices, peripherals, noncertied
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, oor mats, fans (and other electronic motors). EMI may contribute to a display freeze issue or
lock-up.
80 Chapter 8 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, rmware, and drivers before troubleshooting.
Note that some customer company policies prohibit updates. Check your company policy before taking action.
The updates may include xes 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 specic 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 qualication 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 conict 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 81
6. HP Hardware Diagnostics and Tools
HP oers dierent 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 Unied 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 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
82 Chapter 8 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 83
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 benet. For more information, see HP Support Assistant.
NOTE: HPSA can be used only if the computer boots into Windows. If the computer does not boot into
Windows, use HP PC Hardware Diagnostics (UEFI) instead.
HPSA also integrates diagnostics and tools that help resolve issues. See example screen shots as follows.
84 Chapter 8 Troubleshooting guide
HP BIOS Conguration Utility (BCU)
HP BCU is a free utility that captures the BIOS settings and their values. This tool provides a text le of the
computer’s BIOS conguration. This can help identify any settings that may be contributing to an issue.
In some cases, it may help to compare this BIOS text le to the default settings of the computer.
For more information, see the HP BIOS Conguration Utility (BCU) User guide.
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 eort.
HP Image Diagnostic Tool
Available to HP Authorized Support Partners (ASPs) and users from the HP public ftp site, 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 nd a process online about how to create a live Windows USB drive. For more
information, see Windows To Go: Feature Overview.
Intel Processor Diagnostic Tool
Determine what processor is in your computer and verify the processor operating frequency. The tool also
tests specic 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 85
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 Identication” for light locations. The following table describes
basic lights on the computer.
Component Description
Power button When the computer is o, press the button to turn on the computer.
When the computer is on, press the button briey to initiate Sleep (Windows) or Suspend
(Linux).
When the computer is in the Sleep state, press the button briey to exit Sleep (Windows) or
Suspend (Linux).
When the computer is in Hibernation, press the button briey 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
ineective, press and hold the power button.
Front power light On: The computer is on.
Blinking: The computer is in the Sleep state.
O: The computer is o.
Front AC adapter and battery light White: The computer is connected to external power and the battery is charged from 90 to
99 percent.
Amber: The 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 dened in Power Options as 5%.
O: 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.
O: The computer is not connected to external power.
86 Chapter 8 Troubleshooting guide
Blinking light codes
During startup, the computer may not boot properly. If this occurs, blinking light codes that will help identify
what is causing the issue. The computer uses the blinking lights below to identify a hardware component that
reports an error during startup. For more information, see Blinking lights and boot error codes on page 137.
Table 8-5 Boot-error codes
Blink codes Error
Amber battery light: blinks 1 Hz continuously Embedded controller unable to load rmware
Caps/num lock lights = 1 blink Processor not executing code
Caps/num lock lights = 2 blinks BIOS recovery code unable to nd 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 nd valid BIOS Boot Block image
Caps/num lock lights = 8 blinks Sure Start has identied a problem (Manual Recovery Policy Set)
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 errors encountered during HP PC Hardware Diagnostics (UEFI).
Table
8-6 System diagnostics failure codes and user actions
Error
Test description Failure description
Startup Test Memory module 200 Attempt to reseat the memory module and then repeat the test.
Startup Test Hard Disk 1 SMART 301 Attempt to reseat the hard drive and repeat the test. The hard
code Suggested user actions
See the support document titled Overview of How to
Troubleshoot Problems When a Computer Does Not Start Up or
Boot Properly for details on troubleshooting issues related to the
memory module.
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.
General troubleshooting steps 87
Table 8-6 System diagnostics failure codes and user actions (continued)
BIOS Application BIOS Application Error 501 The BIOS installation may have become corrupted. Download the
CMOS Recovery CMOS Recovery Occurred 502 This message indicates that CMOS recovery was completed
Battery Check Primary Battery Replace 601 This message indicates that the primary battery has very low
Wireless Modules Not installed or responding 701 Reseat the wireless LAN adapter module and antennas.
Fan Fan not operating correctly 90B The system fan may be malfunctioning. Replace the fan.
Power Good (Troubleshooting) lights
latest version of the BIOS and install it.
If reinstalling the BIOS fails, contact support for further
assistance.
successfully. No further action is required.
capacity. See Checking the Status of the Battery for details on
using the HP Support Assistant to verify the battery capacity and,
if necessary, order a replacement.
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.
HP has added troubleshooting power lights to ZBook G3 Mobile Workstations (Studio, ZBook 15, and ZBook
17) to help troubleshoot power-on issues. The lights indicate when the system board power rails are unstable
and/or the system needs a hardware reset.
These lights should be visible after removing the service door or bottom
cover. Consult with support for platform-specic locations of the lights.
●
Example: System board is good. Lights that turn on briey (< 1 second) and immediately turn o indicate
Troubleshooting LEDs diagram
normal function. In this case, system (3.3V), power good (3.3V), and system reset (3.3V) are all good and
troubleshooting lights should not be lit. However, other external lights should be lit as normal
afterward.
Troubleshooting lights
External lights Action Note
O On Do not replace system board No power-on issue
On O Replace board Power-on issue
88 Chapter 8 Troubleshooting guide
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