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Maintenance and Service Guide
HP ZBook 14u G6 Mobile Workstation
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© Copyright 2019 HP Development Company,
L.P.
AMD and Radeon are trademarks of Advanced
Micro Devices, Inc. Bluetooth is a trademark
owned by its proprietor and used by HP Inc.
under license. DisplayPort and the DisplayPort
logo are trademarks owned by the Video
Electronics Standards Association (VESA) in the
United States and other countries. Intel, Core,
Optane, XMM, and Thunderbolt are trademarks
of Intel Corporation or its subsidiaries in the
U.S. and/or other countries. NVIDIA and
GeForce are trademarks and/or registered
trademarks of NVIDIA Corporation in the U.S.
and other countries. Microsoft and Windows
are either registered trademarks or trademarks
of Microsoft Corporation in the United States
and/or other countries. Miracast is a trademark
of Wi-Fi Alliance.
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.
Product notice
This guide describes features that are common
to most models. Some features may not be
available on your computer.
Not all features are available in all editions or
versions of Windows. Systems may require
upgraded and/or separately purchased
hardware, drivers, software or BIOS update to
take full advantage of Windows functionality.
Windows 10 is automatically updated, which is
always enabled. ISP fees may apply and
additional requirements may apply over time
for updates. Go to http://www.microsoft.com
for details.
To access the latest user guides, go to
http://www.hp.com/support, and follow the
instructions to nd your product. Then select
User Guides.
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.
First Edition: May 2019
Document Part Number: L54462-001
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Important Notice about Customer Self-Repair Parts
IMPORTANT: Your computer includes Customer Self-Repair parts and parts that should be accessed only by
an authorized service provider. See Chapter 5, "Removal and replacement procedures for Customer SelfRepair 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.
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iv Important Notice about Customer Self-Repair Parts
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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 applicable safety standards.
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Table of contents
1 Product description ....................................................................................................................................... 1
2 Components .................................................................................................................................................. 7
Right ....................................................................................................................................................................... 7
Left ......................................................................................................................................................................... 9
Display ................................................................................................................................................................. 10
Keyboard area ...................................................................................................................................................... 11
Touchpad ........................................................................................................................................... 11
Lights ................................................................................................................................................. 12
Buttons, speakers, and ngerprint reader ........................................................................................ 13
Special keys ....................................................................................................................................... 15
Hot keys (select products only) ......................................................................................................... 16
Bottom ................................................................................................................................................................. 16
Front ..................................................................................................................................................................... 17
Labels ................................................................................................................................................................... 18
3 Illustrated parts catalog .............................................................................................................................. 20
Computer major components .............................................................................................................................. 20
Display assembly subcomponents ...................................................................................................................... 23
Plastics Kit ........................................................................................................................................................... 25
Cable Kit ............................................................................................................................................................... 26
Miscellaneous parts ............................................................................................................................................. 27
4 Removal and replacement procedures preliminary requirements .................................................................... 29
Tools required ...................................................................................................................................................... 29
Service considerations ......................................................................................................................................... 29
Plastic parts ....................................................................................................................................... 29
Cables and connectors ...................................................................................................................... 29
Drive handling ................................................................................................................................... 30
Workstation guidelines ..................................................................................................................... 30
Electrostatic discharge information .................................................................................................................... 30
Generating static electricity .............................................................................................................. 31
Preventing electrostatic damage to equipment ............................................................................... 31
Personal grounding methods and equipment .................................................................................. 32
Grounding the work area ................................................................................................................... 32
Recommended materials and equipment ........................................................................................ 32
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Packaging and transporting guidelines .............................................................................................................. 33
5 Removal and replacement procedures for Customer Self-Repair parts ............................................................. 34
Component replacement procedures .................................................................................................................. 34
Preparation for disassembly ............................................................................................................. 34
Bottom cover ..................................................................................................................................... 34
Solid-state drive (SSD) ...................................................................................................................... 36
Memory modules ............................................................................................................................... 37
WLAN/Bluetooth combo card ............................................................................................................ 38
WWAN module ................................................................................................................................... 40
Keyboard ........................................................................................................................................... 42
6 Removal and replacement procedures for authorized service provider parts .................................................... 45
Component replacement procedures .................................................................................................................. 45
Battery ............................................................................................................................................... 46
Heat sink assembly ........................................................................................................................... 48
RTC battery ........................................................................................................................................ 51
USB board .......................................................................................................................................... 52
RJ-45 board with bracket .................................................................................................................. 53
Power button board .......................................................................................................................... 54
Speaker assembly ............................................................................................................................. 55
Touchpad ........................................................................................................................................... 56
Touchpad button board ..................................................................................................................... 58
NFC module ....................................................................................................................................... 59
Smart card reader .............................................................................................................................. 60
Fan ..................................................................................................................................................... 61
System board .................................................................................................................................... 63
Fingerprint reader assembly ............................................................................................................. 66
Display assembly ............................................................................................................................... 67
Top cover ........................................................................................................................................... 77
7 Interpreting system validation diagnostic front panel LEDs and audible codes ................................................. 78
8 Troubleshooting guide ................................................................................................................................. 80
Resources ............................................................................................................................................................. 81
General troubleshooting steps ............................................................................................................................ 81
Identify the issue ............................................................................................................................... 82
1. Understand the issue .................................................................................................. 82
Boot up sequence ......................................................................................... 82
Failure classication ..................................................................................... 82
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2. Examine the environment .......................................................................................... 84
3. Perform a visual inspection of hardware ................................................................... 85
4. Update BIOS and drivers ............................................................................................. 85
Manually updating BIOS and drivers ............................................................ 85
Remotely deploying BIOS and drivers .......................................................... 85
Analyze the issue ............................................................................................................................... 85
5. Remove or uninstall recently added hardware, software .......................................... 85
6. HP Hardware Diagnostics and Tools ........................................................................... 86
HP PC Hardware Diagnostics (UEFI) ............................................................. 86
HP BIOS Conguration Utility (BCU) ............................................................. 88
HP Image Diagnostic Tool ............................................................................. 88
HP Thermal Monitor ..................................................................................... 88
Non HP diagnostics tools ............................................................................. 88
7. Status lights, blinking light codes, troubleshooting lights, and POST error
messages ........................................................................................................................ 89
Status lights .................................................................................................. 89
Blinking light codes ...................................................................................... 90
POST error messages ................................................................................... 90
Resolve the issue ............................................................................................................................... 91
8. Hard reset .................................................................................................................... 91
9. Soft reset (Default Settings) ....................................................................................... 92
10. Reseat cables and connections ................................................................................ 92
11. Test with minimum conguration ............................................................................ 93
Essential hardware conguration ................................................................ 93
Safe mode ..................................................................................................... 94
12. Test with veried working conguration (hardware and/or operating system) ..... 94
13. Replace the system board ........................................................................................ 94
Verify solution ................................................................................................................................... 95
Helpful Hints ........................................................................................................................................................ 95
At startup ........................................................................................................................................... 96
During operation ............................................................................................................................... 96
Consulting with HP Service ............................................................................................................... 97
Common issues and possible solutions .............................................................................................................. 97
Power-on issues ................................................................................................................................ 97
No Power ......................................................................................................................... 97
Intermittent power-on, shutdown, reboot ..................................................................... 99
AC adapter issue ........................................................................................................... 100
Battery not recognized, not charging ........................................................................... 101
Battery discharges too fast .......................................................................................... 102
Burnt smell .................................................................................................................... 103
POST ................................................................................................................................................ 103
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No video (with power) ................................................................................................... 103
Blinking lights ............................................................................................................... 105
Diagnostics error messages ......................................................................................... 105
BIOS password .............................................................................................................. 106
Performance (OS) ............................................................................................................................ 106
Intermittent shutdown ................................................................................................. 107
Blue screen .................................................................................................................... 108
Freeze at Windows Logo (hang/lockup) ....................................................................... 110
Electromagnetic Interference (EMI) .............................................................................. 111
No wake up .................................................................................................................... 112
Unresponsive ................................................................................................................ 113
Slow performance ......................................................................................................... 113
HP Smart Adapter warning message ........................................................................... 113
Incorrect time and date ................................................................................................ 114
Display ............................................................................................................................................. 115
Display anomalies ......................................................................................................... 115
Symptom .................................................................................................... 115
Quick check ................................................................................................. 116
HP PC Hardware Diagnostics (UEFI) for video test ..................................... 116
Display assembly diagram ......................................................................... 116
Dead pixel ..................................................................................................................... 117
No video (internal) ........................................................................................................ 117
No video (external) ....................................................................................................... 118
DisplayPort/VGA ........................................................................................................... 118
HDMI .............................................................................................................................. 118
No or bad external video via docking ........................................................................... 119
Incorrect or missing color/distorted image .................................................................. 119
Touch screen ................................................................................................................. 120
I/O devices ....................................................................................................................................... 121
Keyboard ....................................................................................................................... 121
Keyboard point stick ..................................................................................................... 122
Keyboard backlight ....................................................................................................... 122
Touchpad ....................................................................................................................... 123
Network Connectivity Ethernet (RJ-45 jack) ................................................................ 123
Network connectivity wireless (WLAN) ........................................................................ 123
WWAN ............................................................................................................................ 124
USB ................................................................................................................................ 124
Smart card reader ......................................................................................................... 126
Speaker, headphone - audio issues .............................................................................. 127
Thunderbolt (TB) ........................................................................................................... 128
Storage ............................................................................................................................................ 129
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Hard drive/solid-state drive not recognized ................................................................ 130
No boot to operating system (no read/write error) ..................................................... 130
Read-write error ........................................................................................................... 131
Slow performance ......................................................................................................... 131
Blue screen (BSOD) error .............................................................................................. 131
Noisy hard drive ............................................................................................................ 132
Mechanical ....................................................................................................................................... 133
Fan error message - 90B .............................................................................................. 133
Noise (sound) ................................................................................................................ 134
Fan runs constantly ...................................................................................................... 135
Thermal shutdown (hot) ............................................................................................... 136
Stuck power button ...................................................................................................... 136
Additional information ...................................................................................................................................... 137
Acronyms ......................................................................................................................................... 137
Blinking lights and boot error codes ............................................................................................... 138
Processor not executing code ...................................................................................... 138
BIOS recovery code unable to nd valid BIOS recovery image ..................................... 138
Memory module error ................................................................................................... 138
Graphics Controller Error (No Controller) ..................................................................... 139
Failure - System Board Error ........................................................................................ 139
Intel Trusted Execution Technology (TXT) Error .......................................................... 139
Sure Start unable to nd valid BIOS Boot Block image ................................................ 139
Sure Start has identied a problem (Manual Recovery Policy Set) .............................. 140
POST error messages and user actions .......................................................................................... 140
Routine maintenance for performance improvement ................................................................... 142
Common blue screen error messages ............................................................................................ 142
Error message list ......................................................................................................... 142
Bug check symbolic names ........................................................................................... 142
Microsoft general troubleshooting of Windows bug check codes ............................... 143
Use Windows Debugging Tool ......................................................................................................... 143
Windows Software Development Kit (SDK) .................................................................. 144
Display issue: pixel anomalies ........................................................................................................ 148
Cable management ......................................................................................................................... 149
Connector types .............................................................................................................................. 150
9 Computer Setup (BIOS), TPM, and HP Sure Start ........................................................................................... 153
Using Computer Setup ....................................................................................................................................... 153
Starting Computer Setup ................................................................................................................ 153
Navigating and selecting in Computer Setup ................................................................................. 153
Restoring factory settings in Computer Setup ............................................................................... 153
Updating the BIOS ........................................................................................................................... 154
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Determining the BIOS version ...................................................................................... 154
Downloading a BIOS update ......................................................................................... 154
Changing the boot order using the f9 prompt ................................................................................ 155
TPM BIOS settings (select products only) ......................................................................................................... 155
Using HP Sure Start (select products only) ....................................................................................................... 156
10 Using HP PC Hardware Diagnostics ............................................................................................................ 157
Using HP PC Hardware Diagnostics Windows (select products only) ............................................................... 157
Downloading HP PC Hardware Diagnostics Windows ..................................................................... 157
Downloading the latest HP PC Hardware Diagnostics Windows version ..................... 158
Downloading HP Hardware Diagnostics Windows by product name or number
(select products only) ................................................................................................... 158
Installing HP PC Hardware Diagnostics Windows ........................................................................... 158
Using HP PC Hardware Diagnostics UEFI ........................................................................................................... 158
Starting HP PC Hardware Diagnostics UEFI .................................................................................... 159
Downloading HP PC Hardware Diagnostics UEFI to a USB ash drive ............................................ 159
Downloading the latest HP PC Hardware Diagnostics UEFI version ............................ 159
Downloading HP PC Hardware Diagnostics UEFI by product name or number
(select products only) ................................................................................................... 159
Using Remote HP PC Hardware Diagnostics UEFI settings (select products only) ........................................... 160
Downloading Remote HP PC Hardware Diagnostics UEFI ............................................................... 160
Downloading the latest Remote HP PC Hardware Diagnostics UEFI version ............... 160
Downloading Remote HP PC Hardware Diagnostics UEFI by product name or
number .......................................................................................................................... 160
Customizing Remote HP PC Hardware Diagnostics UEFI settings .................................................. 160
11 Backing up, restoring, and recovering ........................................................................................................ 162
Backing up information and creating recovery media ...................................................................................... 162
Using Windows tools ....................................................................................................................... 162
Using the HP Cloud Recovery Download Tool to create recovery media (select products only) ... 162
Restoring and recovery ..................................................................................................................................... 163
Restoring, resetting, and refreshing using Windows tools ............................................................ 163
Recovering using HP Recovery media ............................................................................................. 163
Changing the computer boot order ................................................................................................ 163
12 Specications .......................................................................................................................................... 164
Computer specications .................................................................................................................................... 164
35.6 cm (14.0 in.) display specications ........................................................................................................... 165
M.2 PCIe solid-state drive specications .......................................................................................................... 166
M.2 SATA solid-state drive specications ......................................................................................................... 167
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13 Power cord set requirements .................................................................................................................... 168
Requirements for all countries .......................................................................................................................... 168
Requirements for specic countries and regions ............................................................................................. 169
14 Statement of memory volatility ................................................................................................................ 171
Nonvolatile memory usage ............................................................................................................................... 173
Questions and answers ..................................................................................................................................... 175
Using HP Sure Start (select models only) .......................................................................................................... 176
15 Recycling ................................................................................................................................................ 177
Index ........................................................................................................................................................... 178
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1 Product description
Table 1-1 Product components and their descriptions
Category Description
Product Name HP ZBook 14u G6 Mobile Workstation
Processors 8th-generation Intel® Core™ processors:
Intel Core i7-8665U (1.9 GHz, turbo up to 4.8 GHz, 8 MB SmartCache, quad core, 15 W; Intel UHD Graphics 620)
Intel Core i7-8565U (1.8 GHz, turbo up to 4.6 GHz, 8 MB SmartCache, quad core, 15 W; Intel UHD Graphics 620)
Intel Core i5-8365U (1.6 GHz, turbo up to 4.1 GHz, 6 MB SmartCache, quad core, 15 W; Intel UHD Graphics 620)
Intel Core i5-8265U (1.6 GHz, turbo up to 3.9 GHz, 6 MB SmartCache, quad core, 15 W; Intel UHD Graphics 620)
Graphics Internal graphics
Intel UHD Graphics 620
External graphics
AMD® Radeon™ Pro WX 3200, 4 GB of GPU memory
Supports HD decode, DX12, HDMI 1.4b, HDCP 2.2 via DisplayPort™ up to 4K @ 60 Hz and via HDMI up to 4K @ 30
Hz
Both unied memory architecture (UMA) and discrete congurations support three independent displays through
docking stations as follows:
● HP UltraSlim Docking Station - maximum resolution = 2.5K @ 60 Hz (DisplayPort 1) and 2.5K @ 60 Hz
(DisplayPort 2) and FHD (VGA)
● HP Elite 90 W Thunderbolt™ 3 Dock - maximum resolution = 2.5K @ 60 Hz (DisplayPort 1) and 2.5K @ 60 Hz
(DisplayPort 2) and FHD (VGA) or 4K @ 60 Hz (one DisplayPort) & 4K @ 60 Hz (USB Type-C output port using
a Type C-to-DisplayPort adapter)
● HP Thunderbolt Dock 120 W G2 - maximum resolution = 2.5K @ 60 Hz (DisplayPort 1) and 2.5K @ 60 Hz
(DisplayPort 2) and FHD (VGA) or 4K @ 60 Hz (one DisplayPort) & 4K @ 60 Hz (USB Type-C output port using
a Type C-to-DisplayPort adapter)
Panel Supports privacy lter and narrow bezel
35.6 cm (14.0 in.), UWVA, non-touch
Full high-denition (FHD) (1920 × 1080), antiglare, 250 nits, 45% CG, eDP, slim, without camera
FHD (1920 × 1080), antiglare, 250 nits, 45% CG, eDP, slim, with HD camera
FHD (1920 × 1080), antiglare, 250 nits, 45% CG, eDP, slim, with HD + IR camera
FHD (1920 × 1080), antiglare, 250 nits, 45% CG, eDP, slim, without camera, with WWAN
FHD (1920 × 1080), antiglare, 250 nits, 45% CG, eDP, slim, with HD camera, with WWAN
FHD (1920 × 1080), antiglare, 250 nits, 45% CG, eDP, slim, with HD + IR camera, with WWAN
FHD (1920 × 1080), antiglare, 400 nits, 72% CG, eDP + PSR, slim, Ambient Light Sensor, with HD + IR camera
FHD (1920 × 1080), antiglare, 400 nits, 72% CG, eDP + PSR, slim, Ambient Light Sensor, with HD + IR camera, with
WWAN
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Table 1-1 Product components and their descriptions (continued)
Category Description
FHD (1920 × 1080), antiglare, 950 nits, 72% CG, eDP + PSR, at, Ambient Light Sensor, privacy, with HD + IR
camera, with WWAN
Ultra high denition (UHD) (3840 × 2160), antiglare, 400 nits, 72% CG, eDP + PSR, ultra slim, Ambient Light
Sensor, with HD + IR camera, with WWAN
UHD (3840 × 2160), antiglare, 600 nits, 100% AdobeRGB, eDP + PSR, ultra slim, Ambient Light Sensor, with HD +
IR camera, with WWAN
35.6 cm (14.0 in.), UWVA, touch screen
FHD (1920 × 1080), antiglare, 250 nits, 45% CG, eDP, slim, with HD + IR camera, with WWAN, TOP
FHD (1920 × 1080), 250 nits, 45% CG, eDP, slim, with HD + IR camera, with WWAN, TOP+
FHD (1920 × 1080), 900 nits, 72% CG, eDP + PSR, at, Ambient Light Sensor, Privacy, with HD + IR camera, with
WWAN, TOP
Memory Two memory module slots
Memory is customer accessible/upgradeable
DDR4-2400 dual channel support
Supports up to 32 GB of system RAM in the following congurations:
● 32768 MB (16384 MB × 2)
● 24576 MB (16384 MB × 1 + 8192 MB × 1)
● 20480 MB (16384 MB × 1 + 4096 MB × 1)
● 16384 MB (16384 MB × 1 or 8192 MB × 2)
● 12288 MB (8192 MB × 1 + 4096 MB × 1)
● 8192 MB (8192 MB × 1 or 4096 MB × 2)
● 4096 MB (4096 MB × 1)
Primary storage M.2 solid-state drives (2280)
2 TB, PCIe, Gen 3 × 4, SS, NVMe, TLC
1 TB, PCIe, Gen 3 × 4, SS, NVMe, TLC
512 GB, PCIe, Gen 3 × 4, SS, NVMe, TLC, Opal 2
512 GB, PCIe, Gen 3 × 4, SS, NVMe, TLC
512 GB, SATA-3, SS, TLC, FIPS-140-2
512 GB QLC + 32 GB Optane™ Memory Module
256 GB, PCIe, Gen 3 × 4, NVMe, SS, TLC
256 GB, PCIe, Gen 3 × 4, SS, NVMe, TLC, Opal 2
256 GB, PCIe, NVMe, value
128 GB, SATA-3, TLC
eMMC
32 GB eMMC Recovery operating system drive
2 Chapter 1 Product description
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Table 1-1 Product components and their descriptions (continued)
Category Description
Audio and video HP Bang & Olufsen Audio
Multiple-array microphone (including rear-facing 3rd microphone)
Stereo speakers (2) (13 mm × 38 mm × 4 mm)
Webcam HD RGB 720p
Webcam HD + IR RGB 720p
Camera privacy cover
Supports WDR (Wide Dynamic Range)
Support for models without camera
RJ-45 (network) Intel Ethernet Connection I219-LM 10/100/1000 (vPro)
Intel Ethernet Connection I219-V 10/100/1000 (non-vPro)
S3/S4/S5 Wake-on-LAN
The following support S3/S4/S5 wake on LAN/HBMA (via out of band): HP Elite USB-C Dock G4, HP USB-C
Universal Dock, HP Thunderbolt Dock 120 W G2, and HP USB-C Mini Dock.
The following support S0/S3/S4/S5 MAPT (via out of band): HP Elite USB-C Dock G4, HP USB-C Universal Dock, HP
Thunderbolt Dock 120 W G2, and HP USB-C Mini Dock.
Wireless
networking
Bluetooth®
Bluetooth 4.2, 5.0, and 5.1 support
Wireless local area network (WLAN)
Integrated WLAN options with dual antennas (M.2 2230 socket MIPI/BRI):
● Intel Wireless-AC 9560 802.11ac 2 × 2 Wi-Fi + Bluetooth 5 (vPro)
● Intel Wireless-AC 9560 802.11ac 2 × 2 Wi-Fi + Bluetooth 5 (non-vPro)
Integrated WLAN options with dual antennas (M.2 2230 socket PCIe/USB):
● Intel Wi-Fi 6 AX200 + Bluetooth 5 (802.11ax 2 × 2 vPro, supporting gigabit transfer speeds)
● Intel Wi-Fi 6 AX200 + Bluetooth 5 (802.11ax 2 × 2 non-vPro, supporting gigabit transfer speeds)
Two WLAN antennas built into bottom of display assembly
Support for models without WLAN
Compatible with Wi-Fi CERTIFIED Miracast™-certied devices
Supports HP Connection Optimizer
Support S3/S4 wake on Wireless LAN
Supports HP LAN-Wireless Protection (WLAN/LAN/WWAN switching)
Support Staticv BIOS SAR
Support Turbo Lite Wi-Fi
Near-Field Communication (NFC)
NXP NPC300 Near Field Communication Module (NXP NPC300 I2C 10 mm x 17 mm)
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Table 1-1 Product components and their descriptions (continued)
Category Description
NFC antenna
Support for models without NFC
Wireless wide area network (WWAN)
WWAN cards are compatible with a programmable removable eSIM
Two WWAN antennas (worldwide 5-band, congured at top of display panel)
Supports the following WWAN formats:
Integrated WWAN options with dual antennas (M.2 30 × 42 socket USB2):
● Intel XMM™ 7262 LTE-Advanced (CAT 6)
Integrated WWAN options with dual antennas (M.2 30 × 42 socket PCIe):
● Intel XMM 7360 LTE-Advanced (CAT 9)
● Intel XMM 7560 LTE-Advanced Pro (CAT 16)
WWAN modules are compatible with a programmable removable eSIM
Support for models without WWAN
Support for WWAN after market option (AMO)
Ports USB Type-C (Thunderbolt)
USB 3.1 Gen 1 port
USB 3.1 Gen 1 charging port
HDMI 1.4
RJ-45 (network) connector
Docking connector
Audio-out (headphone)/audio-in (microphone) combo jack
AC port
Sensors Ambient light sensor (ALS)
Hall sensor
Keyboard/
pointing devices
Keyboard
HP Collaboration Keyboard
● Dual point, non-backlit, spill resistant with drain
● Dual point, backlit, spill resistant with drain, with HP Dura Keys, supports ALS
● Dual point, backlit, spill resistant with drain, with HP Dura Keys, supports ALS Privacy
Touchpad
Support for Microsoft® Precision touchpad default gestures
Firmware PTP (Point to Point) with Filter Driver
Support for No Hybrid Mode
4 Chapter 1 Product description
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Table 1-1 Product components and their descriptions (continued)
Category Description
Power
requirements
Battery
HP Long Life Lithium Polymer Soft Pack Battery, 3 cell, 50 Whr
HP Fast Charge Technology
AC adapter
65 W Smart right angle, 4.5 mm
65 W Smart right angle, 4.5 mm - Argentina
65 W Smart right angle, 4.5 mm - EM
65 W Straight USB Type C
45 W Smart right angle, 4.5 mm
45 W Smart right angle, 4.5 mm - Argentina
45 W Smart right angle, 4.5 mm, 2 prong (Japan only)
45 W Straight USB Type C
Power cord
2-wire plug (C7), 1.0 m
3-wire plug (C5), 1.0 m
Duckhead power cord (C5) 1.0 m
Duckhead power cord (C5)
Security Security lock
Trusted Platform Module (TPM) 2.0 (Inneon, soldered down)
Touch ngerprint sensor (landed, touch with 8 × 8 sensor)
Support for models without a ngerprint reader
Smart card reader (active)
Support for models without a smart card reader
Preboot authentication (password, smart card)
Hardware enforced Firmware Protection: HP Hardware Root of Trust + Sure Start Gen5
Operating system Preinstalled
Windows® 10 Home 64
Windows 10 Home 64 Advanced
Windows 10 Home 64 Advanced Single Language
Windows 10 Home 64 Chinese Market CPPP
Windows 10 Home 64 High End Chinese Market CPPP
Windows 10 Home 64 Plus
Windows 10 Home 64 Plus Single Language
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Table 1-1 Product components and their descriptions (continued)
Category Description
Windows 10 Home 64 Plus Single Language APAC EM PPP
Windows 10 Home 64 Plus Single Language India Market PPP
Windows 10 Home 64 Plus Single Language Indonesia Market PPP
Windows 10 Professional 64
Windows 10 Professional 64 Chinese Market
Windows 10 Professional 64 StF MSNA Standard
Windows 10 Professional 64 StF MSNA Plus
Windows 10 Government Edition
FreeDOS 3.0
Restore Media
Windows 10 Driver DVD
Windows 10 Driver USB
Windows 10 Professional 64-bit OS DVD
Windows 10 Professional 64-bit OS USB
Certied
Microsoft WHQL
Web-only support
Windows 10 Enterprise 64
Windows 10 Professional 64 CBB 1803
Serviceability End user replaceable parts
AC adapter
Solid-state drive
Memory module
WLAN module
WWAN module
Keyboard
6 Chapter 1 Product description
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2 Components
Your computer features top-rated components. This chapter provides details about your components, where
they are located, and how they work.
Right
NOTE: Refer to the illustration that most closely matches your computer.
Table 2-1 Right-side components and their descriptions
Component Description
(1) SIM card slot (select products
only)
(2) Audio-out (headphone)/
Audio-in (microphone) combo
jack
(3) USB SuperSpeed port Connects a USB device, such as a cell phone, camera, activity tracker, or
(4) HDMI port Connects an optional video or audio device, such as a high-denition television,
(5) RJ-45 (network) jack/status
lights
Supports a wireless subscriber identity module (SIM) card.
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 standalone microphones.
WARNING! To reduce the risk of personal injury, adjust the volume before
putting on headphones, earbuds, or a headset. For additional safety information,
see the Regulatory, Safety, and Environmental Notices.
To access this guide:
▲ Type HP Documentation in the taskbar search box, and then select HP
Documentation.
NOTE: When a device is connected to the jack, the computer speakers are
disabled.
smartwatch, and provides high-speed data transfer.
any compatible digital or audio component, or a high-speed High Denition
Multimedia Interface (HDMI) device.
Connects a network cable.
● Green (left): The network is connected.
● Amber (right): Activity is occurring on the network.
(6) Docking connector Connects an optional docking device.
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Table 2-1 Right-side components and their descriptions (continued)
Component Description
(7) USB Type-C power connector
and Thunderbolt™ port with
HP Sleep and Charge
(8) Power connector Connects an AC adapter.
(9) Battery light When AC power is connected:
Connects an AC adapter that has a USB Type-C connector, supplying power to the
computer and, if needed, charging the computer battery.
– and –
Even when the computer is o, connects and charges most USB devices that have
a Type-C connector, such as a cell phone, camera, activity tracker, or smartwatch,
and provides high-speed data transfer.
– and –
Connects a display device that has a USB Type-C connector, providing DisplayPort
output.
NOTE: Your computer may also support a Thunderbolt docking station.
NOTE: Cables and/or adapters (purchased separately) may be required.
● 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.
8 Chapter 2 Components
Page 23
Left
Table 2-2 Left-side components and their descriptions
Component Description
(1) Security cable slot Attaches an optional security cable to the computer.
NOTE: The security cable is designed to act as a deterrent, but it may not
prevent the computer from being mishandled or stolen.
(2) Vent Enables 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.
(3) USB SuperSpeed port with HP
Sleep and Charge
(4) Smart card reader Supports optional smart cards.
Connects a USB device, provides high-speed data transfer, and even when the
computer is o, charges most products such as a cell phone, camera, activity
tracker, or smartwatch.
Left 9
Page 24
Display
NOTE: Refer to the illustration that most closely matches your computer.
Table 2-3 Display components and their descriptions
Component Description
(1) WWAN antennas* (select products only) Send and receive wireless signals to communicate with wireless wide area
networks (WWANs).
(2) Ambient light sensor (select products only) Adjusts the brightness of the display, depending on the ambient light.
(3) Internal microphones Record sound.
(4) Camera light(s) (select products only) On: One or more cameras are in use.
(5) Camera(s) (select products only) Allow(s) you to video chat, record video, and record still images. Some
cameras also allow a facial recognition logon to Windows, instead of a
password logon.
NOTE: Camera functions vary depending on the camera hardware and
software installed on your product.
(6) Camera privacy cover (select products only) When closed, the camera privacy cover conceals the camera.
● To reveal the camera, slide the cover to the left.
● To conceal the camera, slide the cover to the right.
(7) WLAN antennas* (select products only) Send and receive wireless signals to communicate with wireless local area
networks (WLANs).
*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:
▲ Type HP Documentation in the taskbar search box, and then select HP Documentation.
10 Chapter 2 Components
Page 25
Keyboard area
Touchpad
Table 2-4 Touchpad components and their descriptions
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 zone Reads your nger gestures to move the pointer or activate items on the screen.
(4) Right pointing stick button Functions like the right button on an external mouse.
(5) Near Field Communications (NFC)
tapping area and antenna* (select
products only)
*The antenna is not visible from the outside of the computer. For optimal transmission, keep the area immediately around the antenna
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:
▲ Type HP Documentation in the taskbar search box, and then select HP Documentation.
Allows you to wirelessly share information when you tap it with an NFC-enabled
device.
Keyboard area 11
Page 26
Lights
Table 2-5 Lights and their descriptions
Component Description
(1) Power light ● On: The computer is on.
● Blinking: The computer is in the Sleep state, a power-saving state. The
computer shuts 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.
(2) Caps lock light On: Caps lock is on, which switches the key input to all capital letters.
(3) Mute light ● On: Computer sound is o.
● O: Computer sound is on.
(4) Microphone mute light ● On: Microphone is o.
● O: Microphone is on.
(5) Num lk light On: Num lock is on.
(6) 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.
(7) Sharing or presenting light On: Sharing is on.
12 Chapter 2 Components
Page 27
Table 2-5 Lights and their descriptions (continued)
Component Description
(8) Call answer light On: Call answer is on.
(9) Call end light On: Call end is on.
(10) Fn lock light On: The fn key is locked. For more information, see Hot keys (select products only)
on page 16.
Buttons, speakers, and ngerprint reader
Table 2-6 Buttons, speakers, and ngerprint reader and their descriptions
Component Description
(1) 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.
● When the computer is in the Sleep state, press the button briey to exit
Sleep (select products only).
● When the computer is in Hibernation, press the button briey to exit
Hibernation.
IMPORTANT: Pressing and holding down the power button results in the loss of
unsaved information.
Keyboard area 13
Page 28
Table 2-6 Buttons, speakers, and ngerprint reader and their descriptions (continued)
Component Description
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.
▲ Right-click the Power meter icon and then select Power Options.
(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.
(3) Speakers (2) Produce sound.
(4) Fingerprint reader (select
products only)
Allows a ngerprint logon to Windows, instead of a password logon.
▲ Swipe down across the ngerprint reader.
IMPORTANT: To prevent ngerprint logon issues, make sure when you
register your ngerprint that all sides of your nger are registered by the
ngerprint reader.
14 Chapter 2 Components
Page 29
Special keys
Table 2-7 Special keys and their descriptions
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
another key. Such key combinations are called hot keys.
See Hot keys (select products only) on page 16.
(3) Windows key Opens the Start menu.
NOTE: Pressing the Windows key again will close the Start menu.
(4) Action keys Execute frequently used system functions.
(5) Embedded numeric keypad A numeric keypad superimposed over the keyboard alphabet keys. When fn + num
lk is pressed, the keypad can be used like an external numeric keypad. Each key on
the keypad performs the function indicated by the icon in the upper-right corner of
the key.
NOTE: If the keypad function is active when the computer is turned o, that
function is reinstated when the computer is turned back on.
(6) Windows application key
(select products only)
(7) num lk key Turns the embedded numeric keypad on and o.
Displays options for a selected object.
– or –
Alternates between the navigational and numeric functions on the integrated
numeric keypad.
Keyboard area 15
Page 30
Hot keys (select products only)
A hot key is the combination of the fn key and another key.
To use a hot key:
▲ Press the fn key, and then press one of the keys listed in the following table.
Table 2-8 Hot keys and their descriptions
Key Description
C Turns on scroll lock.
E Turns on the insert function.
R Breaks the operation.
S Sends a programing query.
W Pauses the operation.
Bottom
Table 2-9 Bottom components and their descriptions
Component Description
Vent Enables airow to cool internal components.
16 Chapter 2 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.
Page 31
Front
Table 2-10 Front components and their descriptions
Component Description
(1) Power light ● On: The computer is on.
● Blinking: The computer is in the Sleep state, a power-saving state. The
computer shuts 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.
(2) 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.
(3) Drive light ● Blinking white: The hard drive is being accessed.
● Amber: HP 3D DriveGuard has temporarily parked the hard drive.
(4) Internal microphones Record sound.
Front 17
Page 32
Labels
The labels axed to the computer provide information you may need when you troubleshoot system
problems or travel internationally with the computer. Labels may be in paper form or imprinted on the
product.
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, on the back of the display, or on the bottom of a
tablet kickstand.
● Service label—Provides important information to identify your computer. When contacting support, you
may be asked for the serial number, the product number, or the model number. Locate this information
before you contact support.
Your service label will resemble one of the examples shown below. Refer to the illustration that most
closely matches the service label on your computer.
Table 2-11 Service label components
Component
(1) HP product name
(2) Model number
(3) Product ID
(4) Serial number
(5) Warranty period
Table 2-12 Service label components
Component
(1) HP product name
(2) Product ID
18 Chapter 2 Components
Page 33
Table 2-12 Service label components (continued)
Component
(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 19
Page 34
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.
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 18 for details.
20 Chapter 3 Illustrated parts catalog
Page 35
Table 3-1 Computer major components and their descriptions
Item Component Spare part number
(1) Display assembly
Display assemblies are available as spare parts only at the subcomponent level. For more
display assembly spare part information, see Display assembly subcomponents on page 23.
(2) Touch not available as whole
(3) Keyboard (see Keyboard on page 42)
For a list of keyboard country codes, see Keyboard on page 42.
Without a backlight L15542-xx1
With a backlight L15540-xx1
With a backlight, privacy L15541-xx1
(4) Top cover L63384-001
(5) RJ-45 board with bracket L19422-001
(6) Touchpad
For use in models without an NFC module L63377-001
For use in models with an NFC module L63378-001
(7) Touchpad button board L17826-001
(8) RTC battery L17255-001
not available as whole
hinge-up
hinge-up
(9) Power button board (includes cable) L62738-001
(10) USB board (includes bracket and cable) L62735-001
(11) USB board bracket (included in the Bracket Kit) L62737-001
(12) Fingerprint reader assembly (includes cable)
NOTE: The ngerprint reader bracket is included in the Bracket Kit, spare part number
L62737-001.
(13) NFC module (includes antenna and touchpad foam) L14385-001
(14) Speakers (includes cable) L62736-001
(15) Smart card reader board
NOTE: The smart card reader pass-thru board (for use in models without a smart card) is
available as spare part number L62743-001.
(16) System board (includes processor and replacement thermal material, see System board on page 63)
All system boards use the following part numbers:
xxxxxx-001: Non-Windows operating systems
xxxxxx-601: Windows operating system
For use in models with discrete graphics memory:
● Intel i7-8665U processor L64078-xx1
L65695-001
L62733-001
● Intel i7-8665U processor (OSR) L64079-xx1
● Intel i7-8565U processor L65694-xx1
Computer major components 21
Page 36
Table 3-1 Computer major components and their descriptions (continued)
Item Component Spare part number
● Intel i5-8365U processor L64077-xx1
● Intel i5-8265U processor L64076-xx1
For use in models with UMA graphics memory:
● Intel i7-8665U processor L62760-001
● Intel i7-8565U processor L62758-001
● Intel i5-8365U processor L62759-001
● Intel i5-8265U processor L62757-xx1
(17) Fan L62739-001
Heat sink
(18) For use in models with discrete graphics memory L62751-001
(19) For use in models with UMA graphics memory L62740-001
(20) Memory module (DDR-2666)
4 GB L10598-852
8 GB 937236-852
16 GB 937438-852
(21) WLAN/Bluetooth combo card
Intel Wireless-AC 9560 802.11ac 2 × 2 Wi-Fi + Bluetooth 5 (non-vPro) L22634-002
Intel Wireless-AC 9560 802.11ac 2 × 2 Wi-Fi + Bluetooth 5 (vPro) L28418-002
Intel Wi-Fi 6 AX200 802.11ax 2 × 2 + Bluetooth 5 (non-vPro) L35282-002
Intel Wi-Fi 6 AX200 802.11ax 2 × 2 + Bluetooth 5 (vPro) L35284-002
(22) WWAN module
Intel XMM 7360 LTE-Advanced (CAT 9) L15398-002
Intel XMM 7560 LTE-Advanced Pro (CAT 16) L27188-002
Intel XMM 7262 LTE-Advanced (CAT 6) L35286-002
(23) Solid-state drive (SSD)
2 TB, PCIe, TLC L62766-001
1 TB, PCIe, TLC L62763-001
512 GB, PCIe, TLC L62769-001
512 GB, PCIe, Self-encrypting drive (SED), Opal 2, TLC L62768-001
512 GB, SATA-3, FIPS-140-2, TLC L62767-001
256 GB, PCIe, NVMe, TLC L64700-001
256 GB, PCIe, NVMe, value L62765-001
256 GB, SATA-3, Opal 2, TLC L64701-001
22 Chapter 3 Illustrated parts catalog
Page 37
Table 3-1 Computer major components and their descriptions (continued)
Item Component Spare part number
(24) Battery (3 cell, 50 Whr, 4.33 Ahr) 933321-852
(25) Bottom cover L63375-001
Display assembly subcomponents
Table 3-2 Display components and their descriptions
Item Component Spare part number
(1) Bezel
For use in models with microphone modules L62747-001
Display assembly subcomponents 23
Page 38
Table 3-2 Display components and their descriptions (continued)
Item Component Spare part number
For use in models with an HD camera (includes camera privacy cover) L62748-001
For use in models with an IR camera (includes camera privacy cover) L62749-001
For use in models with an IR camera and an ambient light sensor (includes camera privacy
cover)
(2) Raw panel
FHD, non-touch, 400 nits L62772-001
FHD, non-touch, 250 nits L62773-001
FHD, non-touch, privacy L62774-001
FHD, touch-on panel (TOP), privacy, 400 nits L62771-001
FHD, 250 nits, touch (includes touch panel, touch module, interior back bezel, and LCD
cable)
FHD, privacy, touch (includes touch panel, touch module, interior back bezel, and LCD cable) L62775-001
UHD, 400 nits L62770-001
UHD, 600 nits L63396-001
(3) Hinge cover
For use in models with touch displays L15538-001 (Hinge Kit)
For use in models with non-touch displays L15539-001 (Hinge Kit)
(4) Ambient light sensor board (includes double-sided tape) L62745-001
(5) Camera module
L62750-001
L63394-001
HD camera L62742-001
IR camera L64702-001
Microphone module (includes double-sided tape; not shown) L62744-001
(6) Camera cable (HD and IR models) L62734-001 (Cable Kit)
(7) Hinges (left and right) (for use in models with touch displays) L15538-001 (Hinge Kit)
Hinges (left and right) (for use in models with non-touch displays) L15539-001 (Hinge Kit)
(8) WLAN antenna (available with display enclosure)
(9) WWAN antenna (available with display enclosure)
(10) Display cable L62734-001 (Cable Kit)
(11) Display enclosure (includes tape, gasket, and foam for display) L63376-001
24 Chapter 3 Illustrated parts catalog
Page 39
Plastics Kit
Table 3-3 Plastics Kit components and their descriptions
Item Component Spare part number
Plastics kit L66571-001
(1) SIM card reader insert
(2) Fingerprint reader insert
(3) Smart card reader insert
Camera privacy cover (not illustrated)
Plastics Kit 25
Page 40
Cable Kit
Table 3-4 Cable Kit components and their descriptions
Description Spare part number
Cable Kit, includes the following cables: L62734-001
Pointing stick cable
USB board cable
Card reader cable
Touchpad cable
Fingerprint reader cable
NFC cable
Power button board cable
FHD display panel cable
UHD display panel cable
TOP panel cable
UHD display (600 nits) cable
Privacy display, at cable
Privacy display TOP, cable
Webcam/microphone cable
IR webcam cable
IR + ALS webcam cable
26 Chapter 3 Illustrated parts catalog
Page 41
Miscellaneous parts
Table 3-5 Miscellaneous parts and their descriptions
Component Spare part number
AC adapter (non-PFC, 4.5 mm):
65 W HP Smart AC adapter, 3 prong 710412-001
65 W USB Type-C, nPFC, 1.8 m L32392-001
65 W HP Smart AC adapter, EM 913691-850
65 W HP Smart AC adapter, nPFC, travel adapter 693716-001
65 W USB Type-C, nPFC, 1.8 m L32390-001
45 W HP Smart AC adapter, 2 prong 742436-001
45 W HP Smart AC adapter, nPFC, 4.5 mm 741727-001
Power cord (3 pin, C5, black, 1.0 m, duckhead), for use in:
Argentina L36815-001
Australia L36816-001
Brazil L44789-001
Denmark L36817-001
Europe (Austria, Belgium, Finland, France, Germany, the Netherlands, Norway and Sweden) L36818-001
India L36820-001
Israel L36819-001
Italy L44788-001
Japan L36821-001
North America L36822-001
People’s Republic of China L36823-001
South Africa L36824-001
Switzerland L36825-001
Taiwan L36827-001
Thailand L36826-001
United Kingdom and Singapore L36828-001
Power cord (3-pin, C5, black, conventional, 1.0 m), for use in:
Argentina L31379-001
Australia L31380-001
Brazil L31381-001
Denmark L31382-001
Europe (Austria, Belgium, Finland, France, Germany, the Netherlands, Norway and Sweden) L31383-001
India L31385-001
Miscellaneous parts 27
Page 42
Table 3-5 Miscellaneous parts and their descriptions (continued)
Component Spare part number
Israel L31384-001
Italy L31386-001
Japan L31387-001
North America L31389-001
People’s Republic of China L31390-001
South Africa L31391-001
South Korea L31388-001
Switzerland L31392-001
Taiwan L31394-001
Thailand L31393-001
United Kingdom and Singapore L31395-001
Power cord (C5N5, duckhead, 1.0 m), for use in:
North America L50818-002
The People’s Republic of China L50818-005
South Korea L50818-001
United Kingdom and Singapore L50818-003
Power cord (C7, black, 1.0 m), for use in Japan L19375-001
Adapter, C5 (for use in Japan) 226768-001
Screw Kit L14352-001
Bracket Kit (includes USB support bracket and ngerprint reader bracket) L62737-001
Plastics Kit (includes SIM card insert, ngerprint reader insert, smart card insert, and camera privacy
cover)
L66571-001
28 Chapter 3 Illustrated parts catalog
Page 43
4 Removal and replacement procedures
preliminary requirements
Tools required
You will need the following tools to complete the removal and replacement procedures:
● Non-conductive, non-marking pry tool
● Magnetic Phillips P1 screwdriver
● Torx T8 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
IMPORTANT: Using excessive force during disassembly and reassembly can damage plastic parts.
Cables and connectors
IMPORTANT: 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.
Tools required 29
Page 44
Drive handling
IMPORTANT: 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 an optical drive, be sure that a disc is not in the drive and be sure that the optical drive tray is
closed.
Handle drives on surfaces covered with at least 2.54 cm (1 inch) of shock-proof foam.
Avoid dropping drives from any height onto any surface.
After removing a hard drive or an optical drive, place it in a static-proof bag.
Avoid exposing an internal hard drive to products that have magnetic 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.”
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, screw drivers, 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.
Electrostatic discharge information
A sudden discharge of static electricity from your nger or other conductor can destroy static-sensitive
devices or microcircuitry. Often the spark is neither felt nor heard, but damage occurs. An electronic device
exposed to electrostatic discharge (ESD) might not appear to be aected at all and can work perfectly
throughout a normal cycle. The device might function normally for a while, but it has been degraded in the
internal layers, reducing its life expectancy.
Networks built into many integrated circuits provide some protection, but in many cases, the discharge
contains enough power to alter device parameters or melt silicon junctions.
30 Chapter 4 Removal and replacement procedures preliminary requirements
Page 45
IMPORTANT: To prevent damage to the device 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.
Generating static electricity
Note the following:
● Dierent activities generate dierent amounts of static electricity.
● Static electricity increases as humidity decreases.
Table 4-1 Static electricity occurrence based on activity and humidity
Relative humidity
Event 55% 40% 10%
Walking across carpet
Walking across vinyl oor
Motions of bench worker
Removing DIPs from plastic tube
Removing DIPs from vinyl tray
Removing DIPs from Styrofoam
Removing bubble pack from PCB
Packing PCBs in foam-lined box
Multiple electric components can be packaged together in plastic tubes, trays, or Styrofoam.
NOTE: As little as 700 V can degrade a product.
Preventing electrostatic damage to equipment
Many electronic components are sensitive to ESD. Circuitry design and structure determine the degree of
sensitivity. The following packaging and grounding precautions are necessary to prevent static electricity
damage to electronic components.
● To avoid hand contact, transport products in static-safe containers such as tubes, bags, or boxes.
7,500 V
3,000 V
400 V
400 V
2,000 V
3,500 V
7,000 V
5,000 V
15,000 V
5,000 V
800 V
700 V
4,000 V
5,000 V
20,000 V
11,000 V
35,000 V
12,000 V
6,000 V
2,000 V
11,500 V
14,500 V
26,500 V
21,000 V
● Protect all electrostatic parts and assemblies with conductive or approved containers or packaging.
● Keep electrostatic-sensitive parts in their containers until they arrive at static-free stations.
● Place items on a grounded surface before removing them from their container.
● Always be properly grounded when touching a sensitive component or assembly.
Electrostatic discharge information 31
Page 46
● Avoid contact with pins, leads, or circuitry.
● Place reusable electrostatic-sensitive parts from assemblies in protective packaging or conductive
foam.
Personal grounding methods and equipment
Use the following equipment to prevent static electricity damage to electronic components:
● Wrist straps are exible straps with a maximum of 1 MΩ ±10% resistance in the ground cords. To
provide proper ground, a strap must be worn snug against bare skin. The ground cord must be
connected and t snugly into the banana plug connector on the grounding mat or workstation.
● Heel straps/Toe straps/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 them on both feet with
a maximum of 1 MΩ ±10% resistance between the operator and ground.
Table 4-2 Static shielding protection levels
Static shielding protection levels
Method Voltage
Antistatic plastic
Carbon-loaded plastic
Metallized laminate
Grounding the work area
To prevent static damage at the work area, use the following precautions:
● Cover the work surface with approved static-dissipative material. Provide a wrist strap connected to the
work surface and properly grounded tools and equipment.
● Use static-dissipative mats, foot straps, or air ionizers to give added protection.
● Handle electrostatic sensitive components, parts, and assemblies by the case or PCB laminate. Handle
them only at static-free work areas.
● Turn o power and input signals before inserting and removing connectors or test equipment.
● Use xtures made of static-safe materials when xtures must directly contact dissipative surfaces.
● Keep work area free of nonconductive materials such as ordinary plastic assembly aids and Styrofoam.
● Use eld service tools, such as cutters, screwdrivers, and vacuums, that are conductive.
Recommended materials and equipment
1,500
7,500
15,000
HP recommends the following materials and equipment to prevent static electricity:
● Antistatic tape
● Antistatic smocks, aprons, or sleeve protectors
● Conductive bins and other assembly or soldering aids
● Conductive foam
● Conductive tabletop workstations with ground cord of 1 MΩ ±10% resistance
● Static-dissipative table or oor mats with hard tie to ground
32 Chapter 4 Removal and replacement procedures preliminary requirements
Page 47
● Field service kits
● Static awareness labels
● Wrist straps and footwear straps providing 1 MΩ ±10% resistance
● Material handling packages
● Conductive plastic bags
● Conductive plastic tubes
● Conductive tote boxes
● Opaque shielding bags
● Transparent metallized shielding bags
● Transparent shielding tubes
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.
Packaging and transporting guidelines 33
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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 18 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 12 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.
Preparation for disassembly
See Removal and replacement procedures preliminary requirements on page 29 for initial safety procedures.
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.
Bottom cover
Table
5-1 Bottom cover description and part number
Description Spare part number
Bottom cover L63375-001
Before removing the bottom cover, follow these steps:
▲ Prepare the computer for disassembly (Preparation for disassembly on page 34).
Remove the bottom cover:
1. Turn the computer upside down on a at surface.
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2. Loosen the ve captive screws (1) and the three inset captive screws (2) that secure the bottom cover.
3. Starting under the display in the upper left corner, pry (1) and lift the bottom cover o the computer (2).
Reverse the removal procedures to install the bottom cover.
Component replacement procedures 35
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Solid-state drive (SSD)
Table 5-2 Solid-state drive descriptions and part numbers
Description Spare part number
2 TB, PCIe, TLC L62766-001
1 TB, PCIe, TLC L62763-001
512 GB, PCIe, TLC L62769-001
512 GB, PCIe, Self-encrypting drive (SED), Opal 2, TLC L62768-001
512 GB, SATA-3, FIPS-140-2, TLC L62767-001
256 GB, PCIe, NVMe, TLC L64700-001
256 GB, PCIe, NVMe, value L62765-001
256 GB, SATA-3, Opal 2, TLC L64701-001
Before removing the solid-state drive, follow these steps:
1. Prepare the computer for disassembly (Preparation for disassembly on page 34).
2. Remove the bottom cover (see Bottom cover on page 34).
3. Disconnect the battery cable from the system board (see Battery on page 46).
Remove the solid-state drive:
1. Remove the Phillips M2.0 × 2.0 screw (1) that secures the drive to the system board.
2. Remove the drive by pulling it away from the connector (2).
NOTE: M.2 solid-state drives are designed with notches to prevent incorrect insertion.
Reverse this procedure to install the solid-state drive.
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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.
Table 5-3 Memory module descriptions and part numbers
Description Spare part number
4 GB (DDR-2666) L10598-852
8 GB (DDR-2666) 937236-852
16 GB (DDR-2666) 937438-852
IMPORTANT: Before adding new memory, make sure you update the computer to the latest BIOS, available
at www.hp.com.
Before removing the memory module, follow these steps:
1. Prepare the computer for disassembly (Preparation for disassembly on page 34).
2. Remove the bottom cover (see Bottom cover on page 34).
3. Disconnect the battery cable from the system board (see Battery on page 46).
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.)
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 37
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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.
Table 5-4 WLAN module descriptions and part numbers
Description Spare part number
Intel Wireless-AC 9560 802.11ac 2 × 2 Wi-Fi + Bluetooth 5 (non-vPro) L22634-002
Intel Wireless-AC 9560 802.11ac 2 × 2 Wi-Fi + Bluetooth 5 (vPro) L28418-002
Intel Wi-Fi 6 AX200 802.11ax 2 × 2 + Bluetooth 5 (non-vPro) L35282-002
Intel Wi-Fi 6 AX200 802.11ax 2 × 2 + Bluetooth 5 (vPro) L35284-002
Before removing the WLAN module, follow these steps:
1. Prepare the computer for disassembly (Preparation for disassembly on page 34).
2. Remove the bottom cover (see Bottom cover on page 34).
3. Disconnect the battery cable from the system board (see Battery on page 46).
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 Phillips M2.0 × 2.0 screw (2) that secures the WLAN module to the computer. (The edge of
the module opposite the slot rises away from the computer.)
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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 39
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WWAN module
The WLAN module and WWAN module are not interchangeable.
The WWAN module is available on select models only.
Table 5-5 WWAN module descriptions and part numbers
Description Spare part number
Intel XMM 7360 LTE-Advanced (CAT 9) L15398-002
Intel XMM 7560 LTE-Advanced Pro (CAT 16) L27188-002
Intel XMM 7262 LTE-Advanced (CAT 6) L35286-002
Before removing the WWAN module, follow these steps:
1. Prepare the computer for disassembly (Preparation for disassembly on page 34).
2. Remove the bottom cover (see Bottom cover on page 34).
3. Disconnect the battery cable from the system board (see Battery on page 46).
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 Phillips M2.0 × 2.0 screw (2) that secures the WWAN module to the computer. (The edge of
the module opposite the slot rises away from the computer.)
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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 41
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Keyboard
In this section, the rst table provides the main spare part number for the keyboards. The second table
provides the country codes.
Table 5-6 Keyboard descriptions and part numbers
Table 5-7 Keyboard country codes
Description Spare part number
Keyboard, no backlight L15542-xx1
Keyboard, backlit L15540-xx1
Keyboard, backlit, privacy L15541-xx1
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 Ukraine -BD1
Hungary -211 Russia -251 United Kingdom -031
Iceland -DD1 Saudi Arabia -171 United States -001
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. Prepare the computer for disassembly (Preparation for disassembly on page 34).
2. Remove the bottom cover (see Bottom cover on page 34).
3. Disconnect the battery cable from the system board (see Battery on page 46).
Remove the keyboard:
1. Remove the two Phillips M2.0 × 3.0 screws that secure the keyboard to the computer (1).
NOTE: The screws are labeled with a keyboard symbol.
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2. Insert a screwdriver or similar thin tool into the release hole near the fan, and then press on the back of
the keyboard until it releases (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.
3. Position the computer upright with the front toward you, and then open the computer as far as possible.
4. Lift the top of the keyboard (1), and then pull the keyboard up to remove the tabs from the computer
(2).
5. Rotate the keyboard over onto the palm rest (1).
6. Disconnect the main keyboard cable from the system board ZIF connector (2).
7. Disconnect the pointing stick cable from the system board ZIF connector (3).
8. Disconnect the keyboard backlight cable from the system board ZIF connector (4) (select models only).
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9. Remove the keyboard (5).
Reverse this procedure to install the keyboard.
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6 Removal and replacement procedures for
authorized service provider parts
IMPORTANT: Components described in this chapter should be accessed only by an authorized service
provider. Accessing these parts can damage the computer or void the warranty.
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 18 for details.
Component replacement procedures
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 81 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.
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Battery
Table 6-1 Battery description and part number
Description Spare part number
Battery, 3 cell, 50 Whr, 4.33 Ahr 933321-852
Before removing the battery, follow these steps:
1. Prepare the computer for disassembly (Preparation for disassembly on page 34).
2. Remove the bottom cover (see Bottom cover on page 34).
To remove the battery:
IMPORTANT: 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.
1. Disconnect the battery cable from the system board (1).
2. Remove the ve Torx T8 2.5 × 4.0 screws (2).
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3. Rotate the top of the battery upward (1), and then lift the battery out of the computer (2).
IMPORTANT: When installing the battery, insert the tabs on the bottom of battery into the clips built
into the computer (3), and then rotate the battery into place
Reverse the removal procedures to install the battery.
Component replacement procedures 47
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Heat sink assembly
NOTE: The heat sink assembly spare part kit includes replacement thermal material.
Table 6-2 Heat sink descriptions and part numbers
Description Spare part number
Heat sink for use in models with discrete graphics memory L62751-001
Heat sink for use in models with UMA graphics memory L62740-001
Before removing the heat sink assembly, follow these steps:
1. Prepare the computer for disassembly (Preparation for disassembly on page 34).
2. Remove the bottom cover (see Bottom cover on page 34).
3. Disconnect the battery cable from the system board (see Battery on page 46).
Remove the heat sink assembly:
1. Discrete graphics models: Loosen the six captive screws on the heat sink following the sequence
stamped on the heat sink (1), and then remove the heat sink from the system board (2).
IMPORTANT: Take extreme care when removing the heat sink. The heatpipe is very fragile and can be
easily damaged and bent during removal.
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2. The heat sink and system board use both thermal grease and thermal pads. Thoroughly clean this
thermal material each time the heat sink is removed. Replacement thermal material is included with the
heat sink and system board spare part kits.
(1) System board thermal grease
(2) System board thermal pads
(3) Heat sink thermal grease
(4) Heat sink thermal pads
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3. UMA graphics models: Loosen the four captive screws on the heat sink following the sequence stamped
on the heat sink (1), and then remove the heat sink from the system board (2).
IMPORTANT: 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.
4. Thoroughly clean the thermal material from the surfaces of the system board component (1) and the
heat sink (2) each time the heat sink is removed. Replacement thermal material is included with the heat
sink and system board spare part kits.
Reverse this procedure to install the heat sink.
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RTC battery
Table 6-3 RTC battery description and part number
Description Spare part number
RTC battery L17255-001
Before removing the RTC battery, follow these steps:
1. Prepare the computer for disassembly (Preparation for disassembly on page 34).
2. Remove the bottom cover (see Bottom cover on page 34).
3. Disconnect the battery cable from the system board (see Battery on page 46).
Remove the RTC battery:
1. Disconnect the RTC battery cable from the system board (1).
2. Using a at tool, pry the battery from the holder (2), and then remove the battery from the computer
(3).
Reverse this procedure to install the RTC battery.
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USB board
Table 6-4 USB board and support bracket descriptions and part numbers
Description Spare part number
USB board (includes support bracket and cable) L62735-001
USB support bracket (included in the Bracket Kit) L62737-001
Before removing the USB board, follow these steps:
1. Prepare the computer for disassembly (Preparation for disassembly on page 34).
2. Remove the bottom cover (see Bottom cover on page 34).
3. Disconnect the battery cable from the system board (see Battery on page 46).
Remove the USB board:
1. Disconnect the cable from the USB board (1).
2. Remove the two Phillips M2.0 × 3.0 screws (2) that secure the board to the computer.
3. Lift the bracket from the board (3).
4. Remove the board from the computer (4).
Reverse this procedure to install the USB board.
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RJ-45 board with bracket
Table 6-5 RJ-45 board with bracket description and part number
Description Spare part number
RJ-45 board with bracket L19422-001
Before removing the RJ-45 board and bracket, follow these steps:
1. Prepare the computer for disassembly (Preparation for disassembly on page 34).
2. Remove the bottom cover (see Bottom cover on page 34).
3. Disconnect the battery cable from the system board (see Battery on page 46).
Remove the RJ-45 board and bracket:
1. Remove the six Phillips M2.5 × 5.0 screws (1) that secure the assembly to the computer.
2. Rotate the assembly out of the computer (2).
Reverse this procedure to install the RJ-45 assembly.
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Power button board
Table 6-6 Power button board description and part number
Description Spare part number
Power button board assembly (includes cable) L62738-001
Before removing the power button board, follow these steps:
1. Prepare the computer for disassembly (Preparation for disassembly on page 34).
2. Remove the bottom cover (see Bottom cover on page 34).
3. Disconnect the battery cable from the system board (see Battery on page 46).
Remove the power button board:
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.
1. Remove the two Phillips M2.5 × 5.0 screws (1) that secure the right display hinge, and then rotate the
hinge upward from the power button board (2).
2. Disconnect the cable from the power button board (3).
3. Remove the Phillips M2.0 × 3.0 screw (4) that secures the power button board to the computer.
4. Remove the power button board from the computer (5).
Reverse this procedure to install the power button board.
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Speaker assembly
Table 6-7 Speaker assembly description and part number
Description Spare part number
Speaker assembly (includes cable) L62736-001
Before removing the speaker assembly, follow these steps:
1. Prepare the computer for disassembly (Preparation for disassembly on page 34).
2. Remove the bottom cover (see Bottom cover on page 34).
3. Disconnect the battery cable from the system board (see Battery on page 46).
Remove the speaker assembly:
1. Disconnect the speaker cable from the system board (1), and then remove the cable from the clip (2).
2. Remove the two broadhead Phillips M2.0 × 2.0 screws (3) that secure the speaker to the computer.
3. Remove the speaker from the computer (4).
Reverse this procedure to install the speaker.
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Touchpad
Table 6-8 Touchpad descriptions and part numbers
Description Spare part number
Touchpad for use in models without an NFC module L63377-001
Touchpad for use in models with an NFC module L63378-001
Before removing the touchpad, follow these steps:
1. Prepare the computer for disassembly (Preparation for disassembly on page 34).
2. Remove the bottom cover (see Bottom cover on page 34).
3. Remove the battery (see Battery on page 46).
Remove the touchpad:
1. Disconnect the NFC module cable from the ZIF connector on the NFC module (1).
2. Disconnect the touchpad button board cable from the ZIF connector on the touchpad (2).
3. Disconnect the card reader cable from the ZIF connector on the touchpad (3).
4. Remove the ve Phillips M2.0 × 2.5 screws (1) that secure the touchpad to the computer.
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5. Remove the touchpad from the computer (2).
Reverse this procedure to install the touchpad.
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Touchpad button board
Table 6-9 Touchpad button board descriptions and part numbers
Description Spare part number
Touchpad button board L17826-001
Before removing the touchpad button board, follow these steps:
1. Prepare the computer for disassembly (Preparation for disassembly on page 34).
2. Remove the bottom cover (see Bottom cover on page 34).
3. Remove the battery (see Battery on page 46).
Remove the touchpad button board:
1. Disconnect the touchpad button board cable from the ZIF connector on the touchpad (1).
2. Remove the four Phillips M2.0 × 3.0 screws (2) that secure the board to the computer, and then remove
the touchpad button board from the computer (3).
Reverse this procedure to install the touchpad button board.
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NFC module
Table 6-10 NFC module description and part number
Description Spare part number
NFC module (includes antenna and touchpad foam) L14385-001
Before removing the NFC module, follow these steps:
1. Prepare the computer for disassembly (Preparation for disassembly on page 34).
2. Disconnect all external devices from the computer.
3. Remove the bottom cover (see Bottom cover on page 34).
4. Remove the battery (see Battery on page 46).
Remove the NFC module:
1. Disconnect the system board cable (1) and the NFC antenna (2) from the ZIF connectors on the NFC
2. Use a tool to release the NFC module from the adhesive securing it to the computer (3), and then remove
module.
the module from the computer (4).
Reverse the removal procedures to install the NFC module.
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Smart card reader
Table 6-11 Smart card reader and cable descriptions and part numbers
Description Spare part number
Smart card reader L62733-001
Smart card reader pass-thru board (for use in models without a smart card)
NOTE: This board provides cable pass through capability for models without a smart card.
Smart card reader cable (available in Cable Kit) L62734-001 (Cable Kit)
L62743-001
Before removing the card reader, follow these steps:
1. Prepare the computer for disassembly (Preparation for disassembly on page 34).
2. Remove the bottom cover (see Bottom cover on page 34).
3. Remove the battery (see Battery on page 46).
Remove the smart card reader:
NOTE: Before you remove the smart card reader, make sure nothing (memory card or plastic insert) in
inserted in the reader.
1. Disconnect the system board cable from the connector on the smart card reader board (1).
2. Disconnect the touchpad cable from the ZIF connector on the smart card reader board (2).
3. Remove the three Phillips M2.0 × 2.0 screws (3) that secure the smart card reader to the computer.
4. Remove the smart card reader from the computer (4).
Reverse this procedure to install the smart card reader.
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Fan
Table 6-12 Fan description and part number
Description Spare part number
Fan L62739-001
Before removing the fan, follow these steps:
1. Prepare the computer for disassembly (Preparation for disassembly on page 34).
2. Remove the bottom cover (see Bottom cover on page 34).
3. Remove the battery (see Battery on page 46).
4. Remove the keyboard (see Keyboard on page 42).
Remove the fan:
NOTE: To remove the fan you must remove screws from both the top (under the keyboard) and bottom of
the computer.
1. Position the computer upright and open as far as possible.
2. Remove the four Phillips M2.0 × 3.0 screws that secure the fan to the computer.
3. Close the computer and position it upside down.
4. Disconnect the fan cable from the system board (1).
5. Loosen the two captive Phillips screws (2) that secure the fan to the computer.
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6. Remove the fan from the computer (3).
Reverse this procedure to install the fan.
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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
Table 6-13 System board descriptions and part numbers
Description Spare part number
System board for use in models with discrete graphics memory (includes integrated processor)
Intel i7-8665U processor L64078-xx1
Intel i7-8665U processor (OSR) L64079-xx1
Intel i7-8565U processor L65694-xx1
Intel i5-8365U processor L64077-xx1
Intel i5-8265U processor L64076-xx1
System board for use in models with UMA graphics memory (includes integrated processor)
Intel i7-8665U processor L62760-001
Intel i7-8565U processor L62758-001
Intel i5-8365U processor L62759-001
Intel i5-8265U processor L62757-xx1
Before removing the system board, follow these steps:
1. Prepare the computer for disassembly (Preparation for disassembly on page 34).
2. Remove the bottom cover (see Bottom cover on page 34).
3. Remove the battery (see Battery on page 46).
4. Remove the keyboard (see Keyboard on page 42).
5. Remove the RJ-45 board and bracket (see Network Connectivity Ethernet (RJ-45 jack) on page 123).
6. Remove the fan (see Fan on page 61).
When replacing the system board, be sure to remove the following components (as applicable) from the
defective system board and install on the replacement system board:
● Solid-state drive (see Solid-state drive (SSD) on page 36)
● Memory modules (see Memory modules on page 37)
● WLAN/Bluetooth module (see WLAN/Bluetooth combo card on page 38)
● WWAN module (see WWAN module on page 40)
● Heat sink (see Heat sink assembly on page 48)
Remove the system board:
1. Position the computer upright and open as far as possible.
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2. Remove the three Phillips M2.0 × 3.0 screws that secure the system board to the computer.
3. Close the computer and position it upside down.
4. Disconnect the following cables from the system board:
(1) RTC battery cable
(2) Fingerprint reader cable (reverse ZIF)
(3) NFC module cable (ZIF)
(4) Speaker cable
(5) Display cable
(6) Camera cable
(7) Power button board cable (ZIF)
(8) USB cable (reverse ZIF)
(9) Smart card reader cable (ZIF)
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5. Remove the ve Phillips M2.0 × 3.0 screws that secure the system board to the computer.
6. Lift the right side of the system board up at an angle (1).
7. Pull the system board up and toward the right to release the connectors from the left side of the
computer, and then remove the system board (2).
Reverse this procedure to install the system board.
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Fingerprint reader assembly
Table 6-14 Fingerprint reader and bracket descriptions and part numbers
Description Spare part number
Fingerprint reader assembly (includes cable) L65695-001
Fingerprint reader bracket (included in Bracket Kit) L62737-001
Before removing the ngerprint reader assembly, follow these steps:
1. Prepare the computer for disassembly (Preparation for disassembly on page 34).
2. Remove the bottom cover (see Bottom cover on page 34).
3. Remove the battery (see Battery on page 46).
4. Remove the system board (see System board on page 63).
Remove the ngerprint reader assembly:
1. Remove the Phillips M2.0 × 3.0 screw (1) that secures the ngerprint reader bracket to the computer.
2. Lift the bracket from the ngerprint reader assembly (2).
3. Use a tool to pry the ngerprint reader board free from the computer (3), and then remove the assembly
from the computer (4).
Reverse this procedure to install the ngerprint reader assembly.
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Display assembly
NOTE: Displays are not available as whole assemblies – only subcomponent spare parts are available.
Display assembly spare part information is also available at Display assembly subcomponents on page 23.
Before removing the display assembly, follow these steps:
1. Prepare the computer for disassembly (Preparation for disassembly on page 34).
2. Remove the bottom cover (see Bottom cover on page 34).
3. Disconnect the battery cable from the system board (see Battery on page 46).
Remove the display assembly:
1. Disconnect the antenna cables from the WWAN module (1) and the WLAN module (2).
2. Remove the antenna cables from the clips built into the computer (3).
3. Disconnect the display cable (4) and the camera cable (5) from the system board.
4. Remove the cables from the clips built into the computer (6).
5. With the computer upside down, open the display, and then place the computer on a table with the
display positioned o the edge of the table.
6. Remove the ve Phillips M2.5 × 5.0 screws (1) from the display hinges.
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7. Lift the display assembly straight up and remove it (2).
Failure to properly route the antennas can result in degradation of the computer's wireless performance.
IMPORTANT: When installing the display assembly, be sure that the wireless antenna cables are
routed and arranged properly.
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8. To remove the display hinge cover, rotate top of hinge cover away from display enclosure to release the
tabs (1), and then pull the cover o the enclosure (2).
The display hinge cover for touch displays is available in the Hinge Kit as spare part number
L15538-001. The display hinge cover for non-touch displays is available in the Hinge Kit as spare part
number L15539-001.
When installing the hinge cover, make sure all cables are routed correctly under the hinge cover and the
hooks on the end of the cover are aligned correctly with the snaps on the bottom of the display (1).
Press the left (2), and then right (3) middle sections of the hinge cover until it snaps into place.
9. 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 releases from the display enclosure.
Component replacement procedures 69
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10. Remove the display bezel (4).
The display bezel is available using the following spare part numbers:
Models with a microphone module: L62747-001
Models with an HD camera: L62748-001
Models with an IR camera: L62749-001
Models with an IR camera and an ambient light sensor: L62750-001
11. Two dierent camera modules are available. Refer to the following procedure appropriate for your
computer if it is necessary to replace the camera module:
a. HD camera or microphone module
Lift upward to release the module from the adhesive on the display enclosure (1), disconnect the
cable from the module (2), and then remove the module from the display (3).
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The HD camera module is available as spare part number L62742-001. The microphone module is
available as spare part number L62744-001.
b. IR camera
Remove the tape from the module (1), lift upward to release the module from the adhesive on the
display enclosure (2), disconnect the cables from the left and right sides of the module (3), and
then remove the camera module from the display (4).
The IR camera module is available as spare part number L64702-001.
Component replacement procedures 71
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12. If it is necessary to remove the ambient light sensor board, disconnect the cable from the board (1), lift
upward to release the board from the adhesive on the display enclosure (2), and then remove the board
from the display (3).
The ambient light sensor board is available as spare part number L62745-001.
13. If it is necessary to remove the display panel from the enclosure, remove the four Phillips M2.0 × 2.0
screws that secure the panel to the display enclosure.
14. Rotate the display panel over onto the keyboard (1).
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15. On the back of the display panel, lift the tape from the connector (2), and then disconnect the display
cable from the rear of the panel (3).
The raw display panel is available using the following spare part numbers:
FHD panel, non-touch, 400 nits: L62772-001
FHD panel, non-touch, 250 nits: L62773-001
FHD panel, non-touch, privacy: L62774-001
FHD touch-on panel (TOP), privacy, 250 nits: L62771-001
FHD panel, touch, 250 nits: L63394-001
FHD panel, touch, privacy: L62775-001
UHD panel, 400 nits: L62770-001
UHD panel, 600 nits: L63396-001
Component replacement procedures 73
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16. If it is necessary to replace the display hinges, remove the three Phillips M2.5 × 11.0 screws that secure
each hinge (1), and then remove the hinges from the display enclosure (2).
Display hinges for touch displays are available in the Hinge Kit as spare part number L15538-001.
Display hinges for non-touch displays are available as spare part number L15539-001.
17. If it is necessary to replace the display cable, lift the cable from the routing path in the display enclosure.
The display cable is available in the Cable Kit, as spare part number L62734-001.
18. If it is necessary to replace the camera/ambient light sensor cable:
74 Chapter 6 Removal and replacement procedures for authorized service provider parts
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a. HD camera models
Disconnect the cable from the ambient light sensor board (1) and from the HD camera (2), and
then remove the cable from the display enclosure (3).
b. IR camera models
Disconnect the cable from the ambient light sensor board (1), from the left (2) and right (3) sides
of the IR camera, and then remove the cable from the display enclosure (4).
The camera cable is available in the Cable Kit as spare part number L62734-001.
Component replacement procedures 75
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19. If it is necessary to replace the WLAN antenna cables, peel the antennas from the top of the display
enclosure (1), remove the antenna cables from the routing path on the bottom of the display enclosure
(2), and then remove the antenna cables (3).
NOTE: The WLAN antennas are available with the display enclosure.
20. If it is necessary to replace the WWAN antenna cables, peel the antennas from the top of the display
enclosure (1), remove the antenna cables from the bottom and sides of the display enclosure (2), and
then remove the antenna cables (3).
NOTE: The WWAN antennas are available with the display enclosure.
The display enclosure is available as spare part number L63376-001.
Reverse this procedure to reassemble and install the display assembly.
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Top cover
Table 6-15 Top cover description and part number
The top cover remains after removing all other spare parts from the computer.
Description Spare part number
Top cover L63384-001
Component replacement procedures 77
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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.
Table 7-1 Front panel LEDs and audible codes
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.
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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.
Table 7-2 Front panel LEDs and audible code indications
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 you want an analysis of the event that
caused Sure Start recovery, 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.
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8 Troubleshooting guide
This chapter is primarily focused on troubleshooting HP Mobile Workstations. 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 more quickly.
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.
● For more information, see Electrostatic discharge information on page 30.
IMPORTANT: The computer includes customer self-repair parts and parts that should only be accessed by
an authorized service provider. 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.
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Resources
Table 8-1 Troubleshooting resources and their descriptions
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.
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
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.
http://www8.hp.com/us/en/ads/eliteproducts/overview.html
http://h20565.www2.hp.com/portal/site/
hpsc
http://sawpro.atlanta.hp.com/km/saw/
home.do
http://www.intel.com/
content/www/us/en/homepage.html
http://www.amd.com
http://www.nvidia.com
NOTE: General troubleshooting steps do not have to be followed in a specic order if an issue does not
apply.
Table 8-2 Troubleshooting methodology and general troubleshooting steps
Identify issue Analyze issue Resolve issue Verify solution
1. Understand the issue
on page 82
2. Examine the environment
on page 84
3. Perform a visual inspection
of hardware on page 85
4. Update BIOS and drivers
on page 85
5. Remove or uninstall recently
added hardware, software
on page 85
6. HP Hardware Diagnostics and
Tools on page 86
7. Status lights, blinking light
codes, troubleshooting lights,
and POST error messages
on page 89
8. Hard reset on page 91
9. Soft reset (Default Settings)
on page 92
10. Reseat cables and connections
on page 92
11. Test with minimum conguration
on page 93
12. Test with veried working
conguration (hardware and/or operating
system) on page 94
13. Replace the system board on page 94
Verify solution
on page 95
Resources 81
Page 96
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 8-3 Boot-up sequence and associated failures
Item Procedure
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 and fan is spinning.
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, system 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 particular hardware (i.e., display, storage).
Table 4 categorizes failures by hardware:
● Display
● I/O devices (Input/Output)
● 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 85 table below for detailed troubleshooting information).
● Mechanical
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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 8-4 Failure classication by boot-up sequence
on page 83 and Table 8-5 Failure classication by hardware devices and mechanical on page 84). 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 8-4 Failure classication by boot-up sequence
1. Power-on 2. POST 3. Performance
1. No Power on page 97
2. Intermittent power-on, shutdown,
reboot on page 99
3. AC adapter issue on page 100
4. Battery not recognized, not charging
on page 101
5. Battery discharges too fast
on page 102
6. Burnt smell on page 103
a,b,c
similar symptoms
a
1. No video (with power)
on page 103
2. Blinking lights on page 105
3. Diagnostics error messages
on page 105
4. BIOS password on page 106
1.
Intermittent shutdown on page 107
2. Blue screen (BSOD) error on page 131
3. Freeze at Windows Logo (hang/lockup)
on page 110
4. Electromagnetic Interference (EMI)
on page 111
5. No wake up on page 112
6. Unresponsive on page 113
7. Slow performance on page 113
8. HP Smart Adapter warning message
on page 113
9. Incorrect time and date on page 114
a
c
b
General troubleshooting steps 83
Page 98
Failure classication by hardware devices and mechanical
Table 8-5 Failure classication by hardware devices and mechanical
4. Display 5. I/O devices 6. Storage 7. Mechanical
1. Display anomalies
on page 115
2. Dead pixel on page 117
3. No video (internal)
on page 117
4. No video (external)
on page 118
5. DisplayPort/VGA
on page 118
6. HDMI on page 118
7. No or bad external video
via docking on page 119
8. Incorrect or missing color/
distorted image
on page 119
9. Touch screen
on page 120
b,c,d
similar symptoms
d
d
1. Keyboard on page 121
2. Keyboard point stick
on page 122
3. Keyboard backlight
on page 122
4. Touchpad on page 123
5. Network Connectivity
Ethernet (RJ-45 jack)
on page 123
6. Network connectivity
wireless (WLAN)
on page 123
7. WWAN on page 124
8. USB on page 124
9. Smart card reader
on page 126
10. Speaker, headphone audio issues on page 127
11. Thunderbolt (TB)
on page 128
1. Hard drive/solid-state
drive not recognized
on page 130
2. No boot to operating
system (no read/write
error) on page 130
3. Read-write error
on page 131
4. Slow performance
on page 113
5. Blue screen (BSOD) error
on page 131
6. Noisy hard drive
on page 132
c
b
1. Fan error message - 90B
on page 133
2. Noise (sound)
on page 134
3. Fan runs constantly
on page 135
4. HP Thermal Monitor
on page 88
5. Stuck power button
on page 136
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 (110 V/220 V 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.
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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
● To manually update BIOS and drivers, see the Computer Setup chapter.
● 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 85
Page 100
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 Hardware Diagnostics Tool (http://www8.hp.com/us/en/
campaigns/hpsupportassistant/pc-diags.html?jumpid=va_r602_us/en/any/pps/pl_ot_ob_ds_pd/
HP_PC_Hardware_Diagnostics_cc/dt) is a diagnostic tool that supports a wide range of HP 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 (for example, reseating the 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 rolls
back to a previous version.
To start HP PC Hardware Diagnostics (UEFI):
1. Turn on or restart the computer, quickly press the esc key 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
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