HP ZBook 15 G3 Mobile Workstation
Maintenance and Service Guide
© Copyright 2016 HP Development Company,
L.P.
AMD is a trademark of Advanced Micro Devices,
Inc. Bluetooth is a trademark owned by its
proprietor and used by HP Inc. under license.
Intel, Celeron, and Pentium are trademarks of
Intel Corporation in the U.S. and other
countries. Microsoft and Windows are
trademarks of the Microsoft group of
companies.
The information contained herein is subject to
change without notice. The only warranties for
HP products and services are set forth in the
express warranty statements accompanying
such products and services. Nothing herein
should be construed as constituting an
additional warranty. HP shall not be liable for
technical or editorial errors or omissions
contained herein.
First Edition: January 2016
Document Part number: 839656-001
Product notice
This user guide describes features that are
common to most models. Some features may
not be available on your computer.
Not all features are available in all editions of
Windows. This computer may require upgraded
and/or separately purchased hardware, drivers
and/or software to take full advantage of
Windows functionality. Go to
http://www.microsoft.com for details.
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.
Safety warning notice
WARNING! To reduce the possibility of heat-related injuries or of overheating the computer, do not place
the computer directly on your lap or obstruct the computer air vents. Use the computer only on a hard, 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 computer and the AC adapter comply with
the user-accessible surface temperature limits dened by the International Standard for Safety of
Information Technology Equipment (IEC 60950).
iii
iv Safety warning notice
Table of contents
1 Product description ....................................................................................................................................... 1
2 External component identication .................................................................................................................. 6
Display .................................................................................................................................................................... 6
Top .......................................................................................................................................................................... 7
TouchPad ............................................................................................................................................. 7
Lights ................................................................................................................................................... 8
Buttons and ngerprint reader ........................................................................................................... 9
Special function keys ........................................................................................................................ 10
Front ..................................................................................................................................................................... 11
Left ....................................................................................................................................................................... 12
Right ..................................................................................................................................................................... 13
Bottom ................................................................................................................................................................. 14
Labels ................................................................................................................................................................... 15
3 Illustrated parts catalog .............................................................................................................................. 16
Computer major components .............................................................................................................................. 16
Display assembly subcomponents ...................................................................................................................... 19
Bracket Kit ............................................................................................................................................................ 20
Cable Kit ............................................................................................................................................................... 20
Plastics Kit ........................................................................................................................................................... 21
Mass storage devices ........................................................................................................................................... 22
Miscellaneous parts ............................................................................................................................................. 23
4 Removal and replacement procedures preliminary requirements .................................................................... 24
Tools required ...................................................................................................................................................... 24
Service considerations ......................................................................................................................................... 24
Plastic parts ....................................................................................................................................... 24
Cables and connectors ...................................................................................................................... 25
Drive handling ................................................................................................................................... 25
Grounding guidelines ........................................................................................................................................... 25
Electrostatic discharge damage ........................................................................................................ 25
Packaging and transporting guidelines .......................................................................... 27
Workstation guidelines ................................................................................ 27
v
5 Removal and replacement procedures for Customer Self-Repair parts ............................................................. 29
Component replacement procedures .................................................................................................................. 29
Bottom cover ..................................................................................................................................... 29
Battery ............................................................................................................................................... 31
SIM card ............................................................................................................................................. 32
Memory module ................................................................................................................................ 33
6 Removal and replacement procedures for Authorized Service Provider parts ................................................... 35
Component replacement procedures .................................................................................................................. 35
Display subcomponents (bezel, panel, webcam) ............................................................................. 35
Solid-state drive (M.2) ....................................................................................................................... 39
WLAN module .................................................................................................................................... 40
WWAN module ................................................................................................................................... 42
RTC battery ........................................................................................................................................ 43
Keyboard ........................................................................................................................................... 45
Speakers ............................................................................................................................................ 48
Touchpad module .............................................................................................................................. 49
LED board .......................................................................................................................................... 50
Fans ................................................................................................................................................... 51
Smart card reader .............................................................................................................................. 53
Hard drive .......................................................................................................................................... 54
Fingerprint reader board ................................................................................................................... 56
Heat sink assembly ........................................................................................................................... 58
Graphics board .................................................................................................................................. 62
System board .................................................................................................................................... 63
Buttons .............................................................................................................................................. 66
Display assembly ............................................................................................................................... 67
Lock bracket ...................................................................................................................................... 75
7 Troubleshooting guide ................................................................................................................................. 76
Resources ............................................................................................................................................................. 77
General troubleshooting steps ............................................................................................................................ 77
Identify the issue ............................................................................................................................... 78
1. Understand the issue .................................................................................................. 78
Boot up sequence ......................................................................................... 78
Failure classication ..................................................................................... 78
2. Examine the environment .......................................................................................... 80
3. Perform a visual inspection of hardware ................................................................... 81
4. Update BIOS and drivers ............................................................................................. 81
Manually updating BIOS and drivers ............................................................ 81
vi
Remotely deploying BIOS and drivers .......................................................... 81
Analyze the issue ............................................................................................................................... 81
5. Remove or uninstall recently added hardware, software .......................................... 81
6. HP Hardware Diagnostics and Tools ........................................................................... 82
HP PC Hardware Diagnostics (UEFI) ............................................................. 82
HP Support Assistant (HPSA) ....................................................................... 84
HP BIOS Conguration Utility (BCU) ............................................................. 85
HP Image Diagnostic Tool ............................................................................. 85
HP Thermal Monitor ..................................................................................... 85
Non HP diagnostics tools ............................................................................. 85
7. Status lights, blinking light codes, troubleshooting lights, and POST error
messages ........................................................................................................................ 86
Status lights .................................................................................................. 86
Blinking light codes ...................................................................................... 87
POST error messages ................................................................................... 87
Power Good (Troubleshooting) lights .......................................................... 88
Resolve the issue ............................................................................................................................... 89
8. Hard reset .................................................................................................................... 89
9. Soft reset (Default Settings) ....................................................................................... 90
10. Reseat cables and connections ................................................................................ 90
11. Test with minimum conguration ............................................................................ 91
Essential hardware conguration ................................................................ 91
Safe mode ..................................................................................................... 92
12. Test with veried working conguration (hardware and/or operating system) ..... 92
13. Replace the system board ........................................................................................ 92
Verify solution ................................................................................................................................... 93
Helpful Hints ........................................................................................................................................................ 93
At startup ........................................................................................................................................... 93
During operation ............................................................................................................................... 94
Consulting with HP Service ............................................................................................................... 94
Common issues and possible solutions .............................................................................................................. 95
Power-on issues ................................................................................................................................ 95
No Power ......................................................................................................................... 95
Intermittent power-on, shutdown, reboot ..................................................................... 97
AC adapter issue .............................................................................................................. 98
Battery not recognized, not charging ............................................................................. 98
Battery discharges too fast .......................................................................................... 100
Burnt smell .................................................................................................................... 101
POST ................................................................................................................................................ 101
No video (with power) ................................................................................................... 101
Blinking lights ............................................................................................................... 102
vii
Diagnostics error messages ......................................................................................... 103
BIOS password .............................................................................................................. 104
Performance (OS) ............................................................................................................................ 104
Intermittent shutdown ................................................................................................. 105
Blue screen .................................................................................................................... 106
Freeze at Windows Logo (hang/lockup) ....................................................................... 108
Electromagnetic Interference (EMI) .............................................................................. 109
No wake up .................................................................................................................... 109
Unresponsive ................................................................................................................ 111
Slow performance ......................................................................................................... 111
HP Smart Adapter warning message ........................................................................... 112
Incorrect time and date ................................................................................................ 112
Display ............................................................................................................................................. 113
Display anomalies ......................................................................................................... 113
Symptom .................................................................................................... 113
Quick check ................................................................................................. 114
HP PC Hardware Diagnostics (UEFI) for video test ..................................... 114
Display assembly diagram ......................................................................... 115
Dead pixel ..................................................................................................................... 115
No video (internal) ........................................................................................................ 115
No video (external) ....................................................................................................... 116
DisplayPort/VGA ........................................................................................................... 116
HDMI .............................................................................................................................. 116
No or bad external video via docking ........................................................................... 117
Incorrect or missing color/distorted image .................................................................. 117
Touch screen ................................................................................................................. 118
I/O devices ....................................................................................................................................... 119
Keyboard ....................................................................................................................... 119
Keyboard point stick ..................................................................................................... 120
Keyboard backlight ....................................................................................................... 120
TouchPad ....................................................................................................................... 121
Network Connectivity Ethernet (RJ-45 jack) ................................................................ 121
Network connectivity wireless (WLAN) ........................................................................ 122
WWAN ............................................................................................................................ 123
USB ................................................................................................................................ 124
Smart card reader ......................................................................................................... 125
Speaker, headphone - audio issues .............................................................................. 126
Thunderbolt (TB) ........................................................................................................... 127
Storage ............................................................................................................................................ 128
Hard drive/solid-state drive not recognized ................................................................ 129
No boot to operating system (no read/write error) ..................................................... 129
viii
Read-write error ........................................................................................................... 130
Slow performance ......................................................................................................... 130
Blue screen (BSOD) error .............................................................................................. 130
Noisy hard drive ............................................................................................................ 131
Mechanical ....................................................................................................................................... 132
Fan error message - 90B .............................................................................................. 132
Noise (sound) ................................................................................................................ 133
Fan runs constantly ...................................................................................................... 134
Thermal shutdown (hot) ............................................................................................... 135
Stuck power button ...................................................................................................... 135
Additional information ...................................................................................................................................... 136
Acronyms ......................................................................................................................................... 136
Blinking lights and boot error codes ............................................................................................... 137
Processor not executing code ...................................................................................... 137
BIOS recovery code unable to nd valid BIOS recovery image ..................................... 137
Memory module error ................................................................................................... 137
Graphics Controller Error (No Controller) ..................................................................... 138
Failure - System Board Error ........................................................................................ 138
Intel Trusted Execution Technology (TXT) Error .......................................................... 138
Sure Start unable to nd valid BIOS Boot Block image ................................................ 138
Sure Start has identied a problem (Manual Recovery Policy Set) .............................. 139
POST Error Messages and User Actions .......................................................................................... 139
Routine Maintenance for Performance Improvement .................................................................... 141
Common Blue Screen Error Messages ............................................................................................ 141
Error message list ......................................................................................................... 141
Bug check symbolic names ........................................................................................... 141
Microsoft general troubleshooting of Windows bug check codes ............................... 142
Use Windows Debugging Tool ......................................................................................................... 142
Windows Software Development Kit (SDK) .................................................................. 143
Display Issue: Pixel Anomalies ........................................................................................................ 147
Cable management ......................................................................................................................... 148
Connector types .............................................................................................................................. 149
8 Computer Setup (BIOS), TPM, and HP Sure Start in Windows 7 ........................................................................ 151
Using Computer Setup ....................................................................................................................................... 151
Starting Computer Setup ................................................................................................................ 151
Navigating and selecting in Computer Setup ................................................................................. 151
Restoring factory settings in Computer Setup ............................................................................... 152
Updating the BIOS ........................................................................................................................... 152
Determining the BIOS version ...................................................................................... 152
Downloading a BIOS update ......................................................................................... 153
ix
Changing the boot order using the f9 prompt ................................................................................ 154
TPM BIOS settings (select products only) ......................................................................................................... 154
Using HP Sure Start (select products only) ....................................................................................................... 154
9 Computer Setup (BIOS), TPM, and HP Sure Start in Windows 10 ...................................................................... 155
Using Computer Setup ....................................................................................................................................... 155
Starting Computer Setup ................................................................................................................ 155
Navigating and selecting in Computer Setup ................................................................................. 155
Restoring factory settings in Computer Setup ............................................................................... 156
Updating the BIOS ........................................................................................................................... 157
Determining the BIOS version ...................................................................................... 157
Downloading a BIOS update ......................................................................................... 157
Changing the boot order using the f9 prompt ................................................................................ 158
TPM BIOS settings (select products only) ......................................................................................................... 158
Using HP Sure Start (select products only) ....................................................................................................... 159
10 Using HP PC Hardware Diagnostics (UEFI) ................................................................................................... 160
Downloading HP PC Hardware Diagnostics (UEFI) to a USB device .................................................................. 160
11 Backup and recovery in Windows 7 ............................................................................................................ 162
Creating recovery media and backups .............................................................................................................. 162
Guidelines ........................................................................................................................................ 162
Creating recovery media with HP Recovery Disc Creator ............................................................... 162
Creating recovery media ............................................................................................... 163
Backing up your information .......................................................................................................... 163
Performing a system recovery .......................................................................................................................... 164
Using the Windows recovery tools .................................................................................................. 164
Using f11 recovery tools (select products only) ............................................................................. 165
Using Windows 7 operating system media ..................................................................................... 165
12 Backup and recovery in Windows 10 .......................................................................................................... 167
Creating recovery media and backups .............................................................................................................. 167
Creating HP Recovery media (select products only) ....................................................................... 167
Using Windows tools ......................................................................................................................................... 168
Restore and recovery ......................................................................................................................................... 168
Recovering using HP Recovery Manager ........................................................................................ 169
What you need to know before you get started ........................................................... 169
Using the HP Recovery partition (select products only) .............................................. 170
Using HP Recovery media to recover ............................................................................ 170
Changing the computer boot order .............................................................................. 170
x
Removing the HP Recovery partition (select products only) ....................................... 171
13 Specications .......................................................................................................................................... 172
Computer specications .................................................................................................................................... 172
Hard drive specications ................................................................................................................................... 173
M.2 solid-state drive specications .................................................................................................................. 174
M.2 PCIe solid-state drive specications .......................................................................................................... 175
14 Statement of memory volatility ................................................................................................................ 176
Nonvolatile memory usage ............................................................................................................................... 180
Questions and answers ..................................................................................................................................... 182
Using HP Sure Start (select models only) .......................................................................................................... 183
15 Power cord set requirements .................................................................................................................... 184
Requirements for all countries .......................................................................................................................... 184
Requirements for specic countries and regions ............................................................................................. 184
16 Recycling ................................................................................................................................................ 186
Index ........................................................................................................................................................... 187
xi
xii
1 Product description
Category Description
Product Name HP ZBook 15 G3 Mobile Workstation
Processors 6th Generation Intel® Core™ processors
●
Intel Core i7-6820HQ 2.7-GHz (turbo up to 3.6-GHz) processor (2133-MHz front-side
bus (FSB), 8.0-MB L3 cache, 45 W)
●
Intel Core i7-6700HQ 2.6-GHz (turbo up to 3.5-GHz) processor (2133-MHz FSB, 6.0-MB
L3 cache, 45 W)
●
Intel Core i5-6440HQ 2.6-GHz (turbo up to 3.5-GHz) processor (2133-MHz FSB, 6.0-MB
L3 cache, 45 W)
6th Generation Intel Xeon processors
●
Intel Xeon E3-1545M 2.9-GHz (turbo up to 3.7-GHz) processor (2133-MHz front-side
bus (FSB), 8.0-MB L3 cache, 45 W)
●
Intel Xeon E3-1505M 2.8-GHz (turbo up to 3.6-GHz) processor (2133-MHz front-side
bus (FSB), 8.0-MB L3 cache, 45 W)
Chipset Mobile Intel CM236 chipset
Graphics Intel UMA Graphics - with shared video memory
GT2 Integrated Graphics
GT4e Integrated Graphics
Discrete MXM daughter card
●
NVIDIA® Quadro® M1000M
●
NVIDIA Quadro M2000M
NVIDIA Quadro K1100M NVIDIA N15P-Q1 with 2-GB GDDR5 graphics subsystem memory
(128-MB×16, 1.35-V, 1400-MHz, qty 8, 128-bit, FBW)
●
AMD FirePro™ W5170M
Support "No Discrete Graphics" option
Support for hybrid (switchable) graphics
Support NVIDIA Optimus Technology
Support AMD Enduro Technology
Support for open GL
Support for DisplayPort 1.2 (supported through Thunderbolt 3)
Support for up to 4 total displays (discrete); 3 displays (UMA) through docking station
Support for NVIDIA Mosaic Technology
Support AMD Eyenity Technology
Panel 39.6 cm (15.6 in), antiglare, LED backlight, 16:9 aspect ratio
●
FHD (1920×1080), LED, SVA, 300 nits with or without camera
●
FHD (1920×1080), LED, UWVA, 300 nits with or without camera
1
Category Description
●
FHD (1920×1080), LED, UWVA, 300 nits, touch screen, with or without camera
●
UHD (3840×2160), LED, UWVA, Dream Color 3, 340 nits with or without camera
Memory Four customer-accessible/upgradable memory module slots
Support for DDR4 2133-MHz, dual channel memory
Support for 64-GB of system RAM in the following congurations:
DDR4-2133 (for Core processors only)
●
65536-MB total system memory (16384-MB×4)
●
32768-MB total system memory (16384-MB×2 or 8192-MB×4)
●
16384-MB total system memory (16384-MB×1, 8192-MB×2 or 4096-MB×4)
●
8192-MB total system memory (8192-MB×1, 4096-MB×2)
ECC DDR4-2133 (for Xeon processors only)
●
65536-MB total system memory (16384-MB×4)
●
32768-MB total system memory (16384-MB×2 or 8192-MB×4)
●
16384-MB total system memory (16384-MB×1, 8192-MB×2)
●
8192-MB total system memory (8192-MB×1)
Primary M.2 M.2 (NGFF) SS/DS Solid State Drive (2280)
SATA
512-GB SATA-3 Self-Encrypting Drive (Opal 2)
256-GB SATA-3 Self-Encrypting Drive (Opal 2)
PCIe (Z Turbo)
1-TB PCIe SSD (NVMe)
512-GB PCIe SSD (NVMe)
256-GB PCIe SSD (NVMe)
Secondary M.2 M.2 (NGFF) SS/DS Solid State Drive (2280)
Primary 2.5-in SATA hard drive Primary 2.5-in storage not required if PCIe SSD selected
2 Chapter 1 Product description
SATA
512-GB SATA-3 Self-Encrypting Drive (Opal 2)
256-GB SATA-3 Self-Encrypting Drive (Opal 2)
PCIe (Z Turbo)
1-TB PCIe SSD (NVMe)
512-GB PCIe SSD (NVMe)
256-GB PCIe SSD (NVMe)
Support for 6.35-cm (2.5-in) hard drives in 7.0-mm (.28-in) thickness
Support for 3D DriveGuard hard drive protection
Support for the following hard drives:
●
1-TB, 5400-rpm
●
500-GB, 7200-rpm
Category Description
●
500-GB, 7200-rpm, self-encrypting drive, OPAL 2
●
500-GB, 5400-rpm, self-encrypting drive, FIPS
●
500-GB, 5400-rpm, hybrid SSD 8 GB cache
Support for the following 6.35-cm (2.5-in) solid-state drives:
●
256-GB SATA-3, TLC
Audio and video Stereo speakers (2)
Dual array microphone
Conexant Smart Amplier and Ambient Noise Suppression with DTS Studio Sound
HD 720p webcam
Intel SST Audio
Support for no webcam option
Ethernet Intel I219-LM 10/100/1000 Ethernet, with iAMT
S3/S4/S5 wake on LAN
Wireless WLAN
WLAN options via minicard
Two WLAN antennas built into display assembly
Support "No WLAN/No Bluetooth" option
Intel Pro Wireless Display (WiDi Pro)
Support for Miracast
Support for the following WLAN formats:
●
Intel Dual Band Wireless-AC 8260 3rd Gen Intel 802.11ac, Dual Band, 2x2 Wi-Fi +
Bluetooth 4.2
●
Intel Dual Band Wireless-AC 8260 3rd Gen Intel 802.11ac, Dual Band, 2x2 Wi-Fi +
Bluetooth 4.2 (nonvPro)
WWAN
SIM Module (3FF/mini SIM) (user accessible behind battery)
Two WWAN antennas built into display assembly
WWAN antennas (2) (world wide 5 band, congured at top of panel on all units except UHD)
Support for the following WWAN formats:
●
HP hs3110 HSPA+ Intel® Mobile Broadband Module
●
HP lt4120 LTE/EVDO/HSPA+ Gobi™ 4G Mobile Broadband Module
External media cards Integrated SD UHS-II ash media slot (Realtek) - supports SD, SDHC, SDXC
Ports
●
Multi-Pin AC Port
●
Combination mic-in/stereo headphone jack
●
(2) USB Type-C (Thunderbolt 3)
●
RJ-45 (Ethernet)
●
(1) USB 3.0 Charging Port (S3/S5)
3
Category Description
●
(2) USB 3.0 Ports
●
HDMI
●
VGA (Dsub 15 pin) supporting: 1920×1200 external resolution @ 75 Hz, hot plug and
unplug and auto detection for correct output to wide-aspect vs. standard aspect video
Docking Support for HP ZBook 65/150/200 W Thunderbolt 3 Dock
Keyboard/pointing devices Keyboard
Full-size, chiclet, island-style, backlit (and non-backlit) keyboard with numeric keypad
DuraKeys
Spill resistant with drain
Windows 10 Dual Point (3 pick buttons point stick x 3 pick buttons touchpad)
TouchPad
●
On/o button
●
Glass with chemical etched surface (DuraPad)
●
Support for 2-way scroll
●
Taps enabled by default
●
Gestures enabled by default:
◦
2-nger scrolling
◦
2-nger zoom (pinch)
●
Image sensor TouchPad
Power requirements Support for the following AC adapters:
●
150-W HP Smart Adapter, slim
3-wire plug (with ground pin), 1.0 m
Power requirements Support for the following batteries
●
9-cell, 90-WHr, 2.635-AHr, Li-ion battery (long-life)
Security Support security lock
Trusted platform module (TPM 9670) 1.2/2.0 (Inneon; soldered down)
Fingerprint reader
Support "No Fingerprint Reader" option
Integrated smart card reader
BIOS preboot power on - BIOS option (password, ngerprint)
Drive encryption preboot option - (password; ngerprint; selected smartcards)
Operating system Preinstalled:
●
Windows 10 Home 64 High-end
●
Windows 10 Home 64 High-end Single Language
●
Windows 10 Home 64 Chinese Market CPPP
●
Windows 10 Professional 64
●
Windows 10 Professional 64 Downgrade Windows 7 64
4 Chapter 1 Product description
Category Description
●
Windows 7 Professional 64-bit
●
FreeDOS 2.0
Restore media-DRDVD/SRDVD:
●
DRDVD Windows 7 64-bit, SP1
●
DRDVD Windows 10
Operating system Restore media-OSDVD:
●
Windows 7 Pro 64, SP1
●
Windows 10 Professional 64
Certied:
●
Microsoft WHQL
Web-only support:
●
Windows 10 Enterprise
●
Windows 8.1 Enterprise 64-bit
●
Windows 8.1 Professional 64-bit
●
Windows 8.1 CH 64
●
Windows 8.1 EM 64
●
Windows 7 Enterprise 64-bit, Service Pack 1
Serviceability End user replaceable parts:
●
AC adapter
●
Battery (system)
●
Memory modules
●
Solid-state drive
5
2 External component identication
Display
Component Description
(1) WLAN antennas* Send and receive wireless signals to communicate with wireless local
area networks (WLANs).
(2) WWAN antennas* (select products only) Send and receive wireless signals to communicate with wireless wide
area networks (WWANs).
(3) Internal microphones Record sound.
(4) Webcam light On: The webcam is in use.
(5) Webcam Records video and captures photographs. Some models allow you to
video conference and chat online using streaming video.
To use the webcam in Windows 10:
▲
Type camera in the taskbar search box, and then select
Camera.
For information on using the webcam in Windows 7, select Start > All
Programs > Communication and Chat > HP WebCam.
*The antennas are not visible from the outside of the computer. For optimal transmission, keep the areas immediately around the
antennas free from obstructions.
For wireless regulatory notices, see the section of the Regulatory, Safety, and Environmental Notices that applies to your country or
region.
To access this guide in Windows 10:
6 Chapter 2 External component identication
Top
TouchPad
Component Description
1. Type support in the taskbar search box, and then select the HP Support Assistant app.
‒ or –
Click the question mark icon in the taskbar.
2. Select My PC, select the Specications tab, and then select User Guides.
To access the user guides, select Start > All Programs > HP Help and Support > HP Documentation.
Component Description
(1) Pointing stick Moves the pointer and selects or activates items on the screen.
(2) Left pointing stick button Functions like the left button on an external mouse.
(3) TouchPad on/o button Turns the TouchPad on and o.
(4) TouchPad zone Reads your nger gestures to move the pointer or activate
items on the screen.
(5) Left TouchPad button Functions like the left button on an external mouse.
(6) Right pointing stick button Functions like the right button on an external mouse.
(7) Center pointing stick button Functions like the center button on an external mouse.
(8) Center TouchPad button Functions like the center button on an external mouse.
(9) Right TouchPad button Functions like the right button on an external mouse.
Top 7
Lights
Component Description
(1) Power light
(2) Caps lock light On: Caps lock is on, which switches the key input to all capital
(3) Microphone mute light
(4) Num lock light On: Num lock is on.
(5) Wireless light On: An integrated wireless device, such as a wireless local area
(6) Mute light
(7) TouchPad 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.
letters.
●
Amber: microphone sound is o.
●
O: microphone sound is on.
network (WLAN) device and/or a Bluetooth® device, is on.
NOTE: On some models, the wireless light is amber when all
wireless devices are o.
●
Amber: Computer sound is o.
●
O: Computer sound is on.
●
On: The TouchPad is o.
●
O: The TouchPad is on.
8 Chapter 2 External component identication
Buttons and ngerprint reader
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.
●
When the computer is in Hibernation, press the button
briey to exit Hibernation.
CAUTION: Pressing and holding down the power button results
in the loss of unsaved information.
If the computer has stopped responding and shutdown
procedures are ineective, press and hold the power button for at
least 5 seconds to turn o the computer.
To learn more about your power settings in Windows 10, see your
power options.
▲
Type power in the taskbar search box, and then select
Power and sleep settings.
‒ or –
Right-click the Start button, and then select Power
Options.
To learn more about your power settings in Windows 7, select
Start > Control Panel > System and Security > Power Options.
(2) Wireless button Turns the wireless feature on or o but does not establish a
wireless connection.
Top 9
Component Description
(3) Volume mute button Mutes and restores speaker sound.
(4) Fingerprint reader (select products only) Allows a ngerprint logon to Windows, instead of a password
Special function keys
A wireless network must be set up before a wireless connection is
possible.
logon.
Component Description
(1) esc key Displays system information when pressed in combination with
the fn key.
(2) fn key Executes frequently used system functions when pressed in
combination with a function key, the num lock key, the esc key,
or the fn+b.
(3) Windows key Windows 10:
Opens the Start menu.
NOTE: Pressing the Windows key again will close the Start
menu.
Windows 7:
Displays the Windows Start menu.
(4) Function keys Executes frequently used system functions when pressed in
combination with the fn key.
(5) num lock key Turns the integrated numeric keypad on and o.
(6) Integrated numeric keypad A separate keypad to the right of the alphabet keyboard that
enables you to add, subtract, and perform other numeric tasks.
When num lock is on, the integrated keypad can be used like an
external numeric keypad.
10 Chapter 2 External component identication
Front
Component Description
(1) Wireless light On: An integrated wireless device, such as a wireless local
area network (WLAN) device and/or a Bluetooth device is
on.
NOTE: On some models, the wireless light is amber when
all wireless devices are o.
(2) Power light
(3) Battery light When AC power is connected:
(4) Drive light
(5) Speakers Produce sound.
●
On: The computer is on.
●
Blinking: The computer is in the Sleep state, a powersaving state. The computer shuts o power to the
display and other unneeded components.
●
O: The computer is o or in Hibernation.
Hibernation is a power-saving state that uses the
least amount of power.
●
White: The battery charge is greater than 90 percent.
●
Amber: The battery charge is from 0 to 90 percent.
●
O: The battery is not charging.
●
Blinking white: The hard drive is being accessed.
●
Amber: HP 3D DriveGuard has temporarily parked the
hard drive.
Front 11
Left
Component Description
(1) Security cable slot Attaches an optional security cable to the computer.
NOTE: The security cable is designed to act as a deterrent, but
it may not prevent the computer from being mishandled or
stolen.
(2) RJ-45 (network) jack/status lights Connects a network cable.
●
Green (left): The network is connected.
●
Amber (right): Activity is occurring on the network.
(3) External monitor port Connects an external VGA monitor or projector.
(4) USB 3.0 charging (powered) port Connects an optional USB device, such as a keyboard, mouse,
external drive, printer, scanner or USB hub. Standard USB ports
will not charge all USB devices or will charge using a low current.
Some USB devices require power and require you to use a
powered port.
NOTE: USB charging ports can also charge select models of
cell phones and MP3 players, even when the computer is o.
(5) Memory card reader (select products only) Reads optional memory cards that store, manage, share, or
access information.
12 Chapter 2 External component identication
Right
Component Description
(1) Smart card reader Supports optional smart cards.
(2) Audio-out (headphone)/Audio-in (microphone)
combo jack
(3) USB 3.0 ports Connect optional USB devices, such as a keyboard, mouse,
Connects optional powered stereo speakers, headphones,
earbuds, a headset, or a television audio cable. Also connects an
optional headset microphone. This jack does not support
optional microphone-only devices.
WARNING! To reduce the risk of personal injury, adjust the
volume before putting on headphones, earbuds, or a headset.
For additional safety information, refer to the Regulatory,
Safety, and Environmental Notices.
To access this guide in Windows 10:
1. Type support in the taskbar search box, and then select
the HP Support Assistant app.
‒ or –
Click the question mark icon in the taskbar.
2. Select My PC, select the Specications tab, and then
select User Guides.
To access the user guides in Windows 7, select Start > All
Programs > HP Help and Support > HP Documentation.
NOTE: When a device is connected to the jack, the computer
speakers are disabled.
NOTE: Be sure that the device cable has a 4-conductor
connector that supports both audio-out (headphone) and
audio-in (microphone).
external drive, printer, scanner or USB hub.
(4) HDMI port Connects an optional video or audio device, such as a high-
denition television, any compatible digital or audio
component, or a high-speed High Denition Multimedia
Interface (HDMI) device.
(5) USB Type-C (Thunderbolt–3–enabled) ports Connect any USB device with a Type-C connector.
NOTE: USB Type-C ports charge products such as cell phones,
laptops, tablets, and MP3 players, even when the computer is
o. Also, some USB Type-C ports connect DisplayPort, VGA,
HDMI, Thunderbolt and other video devices to provide video
output.
NOTE: Adapters (purchased separately) may be required.
Right 13
Bottom
Component Description
(6) Power connector Connects an AC adapter.
(7) Battery light When AC power is connected:
●
White: The battery charge is greater than 90 percent.
●
Amber: The battery charge is from 0 to 90 percent.
●
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.
Component Description
(1) Speakers Produce sound.
(2) Vents Enable airow to cool internal components.
14 Chapter 2 External component identication
NOTE: The computer fans start up automatically to cool
internal components and prevent overheating. It is normal
for the internal fans to cycle on and o during routine
operation.
Labels
The labels axed to the computer provide information you may need when you troubleshoot system
problems or travel internationally with the computer.
IMPORTANT: Check the following locations for the labels described in this section: the bottom of the
computer, inside the battery bay, under the service door, or on the back of the display.
●
Service label—Provides important information to identify your computer. When contacting support, you
will probably be asked for the serial number, and possibly for the product number or the model number.
Locate these numbers before you contact support.
Your service label will resemble one of the examples shown below. Refer to the illustration that most
closely matches the service label on your computer.
Component
(1) Serial number
(2) Product number
(3) Warranty period
(4) Model number (select products only)
Component
(1) Model name (select products only)
(2) Product number
(3) Serial number
(4) Warranty period
●
Regulatory label(s)—Provide(s) regulatory information about the computer.
●
Wireless certication label(s)—Provide(s) information about optional wireless devices and the approval
markings for the countries or regions in which the devices have been approved for use.
Labels 15
3 Illustrated parts catalog
Computer major components
16 Chapter 3 Illustrated parts catalog
Item Component Spare part number
(1) Display assembly (Touch screen; FHD, UWVA; includes webcam) 848265-001
(2) Display assembly (Non-touch; UHD, UWVA)
For more display assembly spare part information, see Display assembly subcomponents on page 19
Without webcam 848257-001
With webcam 848258-001
(3) Keyboard (backlit; includes touchpad and keyboard cables)
For a list of keyboard country codes, see Keyboard on page 45.
The pointing stick cable is available in the Cable Kit using spare part number 848244-001.
(4) Top cover (includes thermal pad) 850147-001
(5) RTC battery (includes cable and double-sided adhesive) 848234-001
(6) LED board 848246-001
(7) Touchpad module
The touchpad module cable is available in the Cable Kit using spare part number 848244-001.
(8) Graphics board (includes replacement thermal material)
NVIDIA Quadro M1000M graphics board 848261-001
NVIDIA Quadro M2000M graphics board 848262-001
AMD FirePro graphics board 848263-001
(9) Hard drive (does not include hard drive bracket or screws)
1-TB, 5400-rpm, 762990-001
500-GB, 5400-rpm, hybrid 8 GB 732000-001
500-GB, 7200-rpm 703267-001
848311-xx1
850944-001
500-GB, 5400-rpm, FIPS 820572-001
500-GB, 7200-rpm, self-encrypting 820573-001
Hard Drive Hardware Kit (not illustrated, includes hard drive bracket and screws) 848231-001
(10) Battery (9-cell, 90-WHr, 2.635-AHr, li-ion) 808452-001
(11) Smart card reader
The smart card reader bracket is available in the Bracket Kit, spare part number 848232-001.
(12) Thermal board not spared
(13) Fingerprint reader board (includes cable and double-sided adhesive)
The ngerprint reader bracket is available in the Bracket Kit, spare part number 848232-001.
(14) Speakers (include cable) 848233-001
(15) Memory module (PC4, 2133)
For use in models with Intel Core processors
●
16-GB 820571-001
848245-001
850151-001
Computer major components 17
Item Component Spare part number
For use in models with Xeon Core processors
Heat sink assembly (includes replacement thermal material)
(16) For use only in models with UMA graphics memory 850150-001
(17) For use only in models with Nvidia Quadro graphics boards 850148-001
(17) For use only in models with the AMD FirePro graphics board 850149-001
(18) Solid-state drive (SSD)
1-TB, PCIe-3x4, NVMe 848238-001
512-GB, SATA-3, self-encrypting drive (SED), OPAL 2, TLC 848240-001
512-GB, Z Turbo drive, PCIe 848236-001
256-GB, SATA-3, self-encrypting drive (SED), OPAL 2 848237-001
256-GB, Z Turbo drive, PCIe 848235-001
(19) WWAN module
●
8-GB 820570-001
●
4-GB 820569-001
●
16-GB 835886-001
●
8-GB 835887-001
HP lt4120 LTE/EVDO/HSPA+ Gobi 4G Mobile Broadband Module 800870-001
HP hs3110 HSPA+ Mobile Broadband Module 822828-001
(20) WLAN module
Intel Dual Band Wireless-AC 8260 806721-001
Intel Dual Band Wireless-AC 8260 (non-vPro) 806722-001
Fan
(21) For use near the processor 848251-001
(22) For use near the graphics board 848252-001
(23) System board (includes battery connector bracket and replacement thermal material)
All system boards use the following part numbers:
xxxxxx-001: Windows 7 or non-Windows operating systems
xxxxxx-601: Windows 10 operating system
Equipped with an Intel Core i7-6820HQ processor 848221-xxx
Equipped with an Intel Core i7-6700HQ processor 848219-xxx
Equipped with an Intel Core i7-6440HQ processor 848217-xxx
(24) Bottom cover (includes SSD therrmal pad) 848227-001
18 Chapter 3 Illustrated parts catalog
Display assembly subcomponents
Item Component Spare part number
(1) Display bezel
For use only on computer models not equipped with a webcam 848241-001
For use only on computer models equipped with a webcam 850154-001
(2) Webcam/microphone module (includes double-sided adhesive) 848264-001
Microphone module (includes double-sided adhesive) 854110-001
(3) Display panel
SVA 848255-001
UWVA 848256-001
(4) Display hinges (includes left and right hinges) 848242-001
(5) Display/Webcam Cable Kit 848253-001
(6) Antenna Kit, WWAN 848229-001
(7) Antenna Kit, WLAN 848228-001
(8) Display rear cover 848230-001
Display assembly subcomponents 19
Bracket Kit
Item Component Spare part number
Bracket Kit, includes: 848232-001
(1) USB-C bracket
(2) EDP bracket (display cable bracket)
(3) Fingerprint reader board bracket
(4) Smart card bracket
Cable Kit
Item Component Spare part number
Cable Kit, includes: 848244-001
(1) Touchpad cable
(2) Pointing stick cable
20 Chapter 3 Illustrated parts catalog
Plastics Kit
Item Component Spare part number
Plastics Kit, includes: 850152-001
(1) VGA cap
(2) Fingerprint reader bezel
(3) SD card reader insert
Plastics Kit 21
Mass storage devices
Item Component Spare part number
(1) Solid-state drive, 2.5-inch
1-TB, PCIe-3x4, NVMe 848238-001
512-GB, SATA-3, self-encrypting drive (SED), OPAL 2, TLC 848240-001
512-GB, Z Turbo drive, PCIe 848236-001
256-GB, SATA-3, self-encrypting drive (SED), OPAL 2 848237-001
256-GB, Z Turbo drive, PCIe 848235-001
(2) Hard drive 7.0 mm (does not include hard drive bracket or screws)
1-TB, 5400-rpm, 762990-001
500-GB, 5400-rpm, hybrid 8 GB 732000-001
500-GB, 7200-rpm 703267-001
500-GB, 5400-rpm, FIPS 820572-001
500-GB, 7200-rpm, self-encrypting 820573-001
Hard Drive Hardware Kit, includes: 848231-001
(3a) Hard drive bracket
(3b) Hard drive cable
22 Chapter 3 Illustrated parts catalog
Miscellaneous parts
Component Spare part number
AC adapter
150-W HP Smart adapter (slim, 4.5-mm) 776620-001
Power cord (3-pin, black, 1.83-m)
For use in Argentina 490371-D01
For use in Australia 490371-011
For use in Brazil 490371-202
For use in Denmark 490371-081
For use in Europe 490371-021
For use in India 490371-D61
For use in Israel 490371-BB1
For use in Italy 490371-061
For use in Japan 490371-291
For use in North America 490371-001
For use in the People's Republic of China 490371-AA1
For use in South Africa 490371-AR1
For use in South Korea 490371-AD1
For use in Switzerland 490371-111
For use in Thailand 490371-201
For use in the United Kingdom and Singapore 490371-031
Power cord (3-pin, black, 1.00-m)
For use in Taiwan 755530-AB1
Screw Kit 848266-001
Miscellaneous parts 23
4 Removal and replacement procedures
preliminary requirements
Tools required
You will need the following tools to complete the removal and replacement procedures:
●
Flat-bladed screw driver
●
Magnetic screw driver
●
Phillips P0 and P1 screw drivers
Service considerations
The following sections include some of the considerations that you must keep in mind during disassembly
and assembly procedures.
NOTE: As you remove each subassembly from the computer, place the subassembly (and all accompanying
screws) away from the work area to prevent damage.
Plastic parts
CAUTION: Using excessive force during disassembly and reassembly can damage plastic parts. Use care
when handling the plastic parts. Apply pressure only at the points designated in the
maintenance instructions.
24 Chapter 4 Removal and replacement procedures preliminary requirements
Cables and connectors
CAUTION: When servicing the computer, be sure that cables are placed in their proper locations during the
reassembly process. Improper cable placement can damage the computer.
Cables must be handled with extreme care to avoid damage. Apply only the tension required to unseat or seat
the cables during removal and insertion. Handle cables by the connector whenever possible. In all cases, avoid
bending, twisting, or tearing cables. Be sure that cables are routed in such a way that they cannot be caught
or snagged by parts being removed or replaced. Handle ex cables with extreme care; these cables tear
easily.
Drive handling
CAUTION: Drives are fragile components that must be handled with care. To prevent damage to
the computer, damage to a drive, or loss of information, observe these precautions:
Before removing or inserting a hard drive, shut down the computer. If you are unsure whether the computer is
o or in Hibernation, turn the computer on, and then shut it down through the operating system.
Before handling a drive, be sure that you are discharged of static electricity. While handling a drive, avoid
touching the connector.
Before removing a diskette drive or optical drive, be sure that a diskette or disc is not in the drive and be sure
that the optical drive tray is closed.
Handle drives on surfaces covered with at least one inch of shock-proof foam.
Avoid dropping drives from any height onto any surface.
After removing a hard drive, an optical drive, or a diskette drive, place it in a static-proof bag.
Avoid exposing an internal hard drive to products that have magnetic 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.”
Grounding guidelines
Electrostatic discharge damage
Electronic components are sensitive to electrostatic discharge (ESD). Circuitry design and structure determine
the degree of sensitivity. Networks built into many integrated circuits provide some protection, but in many
cases, ESD contains enough power to alter device parameters or melt silicon junctions.
A discharge of static electricity from a nger or other conductor can destroy static-sensitive devices or
microcircuitry. Even if the spark is neither felt nor heard, damage may have occurred.
An electronic device exposed to ESD may not be aected at all and can work perfectly throughout a normal
cycle. Or the device may function normally for a while, then degrade in the internal layers, reducing its life
expectancy.
Grounding guidelines 25
CAUTION: To prevent damage to the computer when you are removing or installing internal components,
observe these precautions:
Keep components in their electrostatic-safe containers until you are ready to install them.
Before touching an electronic component, discharge static electricity by using the guidelines described in this
section.
Avoid touching pins, leads, and circuitry. Handle electronic components as little as possible.
If you remove a component, place it in an electrostatic-safe container.
The following table shows how humidity aects the electrostatic voltage levels generated by
dierent activities.
CAUTION: A product can be degraded by as little as 700 V.
Typical electrostatic voltage levels
Relative humidity
Event 10% 40% 55%
Walking across carpet 35,000 V 15,000 V 7,500 V
Walking across vinyl oor 12,000 V 5,000 V 3,000 V
Motions of bench worker 6,000 V 800 V 400 V
Removing DIPS from plastic tube 2,000 V 700 V 400 V
Removing DIPS from vinyl tray 11,500 V 4,000 V 2,000 V
Removing DIPS from Styrofoam 14,500 V 5,000 V 3,500 V
Removing bubble pack from PCB 26,500 V 20,000 V 7,000 V
Packing PCBs in foam-lined box 21,000 V 11,000 V 5,000 V
26 Chapter 4 Removal and replacement procedures preliminary requirements
Packaging and transporting guidelines
Follow these grounding guidelines when packaging and transporting equipment:
●
To avoid hand contact, transport products in static-safe tubes, bags, or boxes.
●
Protect ESD-sensitive parts and assemblies with conductive or approved containers or packaging.
●
Keep ESD-sensitive parts in their containers until the parts arrive at static-free workstations.
●
Place items on a grounded surface before removing items from their containers.
●
Always be properly grounded when touching a component or assembly.
●
Store reusable ESD-sensitive parts from assemblies in protective packaging or nonconductive foam.
●
Use transporters and conveyors made of antistatic belts and roller bushings. Be sure that mechanized
equipment used for moving materials is wired to ground and that proper materials are selected to avoid
static charging. When grounding is not possible, use an ionizer to dissipate electric charges.
Workstation guidelines
Follow these grounding workstation guidelines:
●
Cover the workstation with approved static-shielding material.
●
Use a wrist strap connected to a properly grounded work surface and use properly grounded tools and
equipment.
●
Use conductive eld service tools, such as cutters, 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.
Grounding guidelines 27
Equipment guidelines
Grounding equipment must include either a wrist strap or a foot strap at a grounded workstation.
●
When seated, wear a wrist strap connected to a grounded system. Wrist straps are exible straps with a
minimum of one megohm ±10% resistance in the ground cords. To provide proper ground, wear a strap
snugly against the skin at all times. On grounded mats with banana-plug connectors, use alligator clips
to connect a wrist strap.
●
When standing, use foot straps and a grounded oor mat. Foot straps (heel, toe, or boot straps) can be
used at standing workstations and are compatible with most types of shoes or boots. On conductive
oors or dissipative oor mats, use foot straps on both feet with a minimum of one megohm resistance
between the operator and ground. To be
The following grounding equipment is recommended to prevent electrostatic damage:
●
Antistatic tape
●
Antistatic smocks, aprons, and sleeve protectors
●
Conductive bins and other assembly or soldering aids
●
Nonconductive foam
●
Conductive tabletop workstations with ground cords of one megohm resistance
●
Static-dissipative tables or oor mats with hard ties to the ground
●
Field service kits
eective, the conductive must be worn in contact with the skin.
●
Static awareness labels
●
Material-handling packages
●
Nonconductive plastic bags, tubes, or boxes
●
Metal tote boxes
●
Electrostatic voltage levels and protective materials
The following table lists the shielding protection provided by antistatic bags and oor mats.
Material Use Voltage protection level
Antistatic plastics Bags 1,500 V
Carbon-loaded plastic Floor mats 7,500 V
Metallized laminate Floor mats 5,000 V
28 Chapter 4 Removal and replacement procedures preliminary requirements
5 Removal and replacement procedures for
Customer Self-Repair parts
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: Please read and follow the procedures described here to access and replace Customer Self-Repair
parts successfully.
NOTE: Details about your computer, including model, serial number, product key, and length of warranty,
are on the service tag at the bottom of your computer. See Service tag on page 16 for details.
This chapter provides removal and replacement procedures for Customer Self-Repair parts.
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.
Bottom cover
Description Spare part number
Bottom cover (includes SSD therrmal pad) 848227-001
Before removing the bottom cover, follow these steps:
1. Turn o the computer. If you are unsure whether the computer is o or in Hibernation, turn the
computer on, and then shut it down through the operating system.
2. Disconnect the power from the computer by unplugging the power cord from the computer.
3. Disconnect all external devices from the computer.
Remove the bottom cover:
1. Position the computer upside down.
2. Loosen the nine captive Torx screws (1) that secure the bottom cover to the computer.
Component replacement procedures 29
3. Lift the bottom cover o the computer (2).
Reverse this procedure to install the bottom cover.
30 Chapter 5 Removal and replacement procedures for Customer Self-Repair parts
Battery
Description Spare part number
9-cell, 90-WHr, 2.635-AHr, li-ion battery 808452-001
Before removing the battery, follow these steps:
1. Turn o the computer. If you are unsure whether the computer is o or in Hibernation, turn the
computer on, and then shut it down through the operating system.
2. Disconnect the power from the computer by unplugging the power cord from the computer.
3. Disconnect all external devices from the computer.
4. Remove the bottom cover (see Bottom cover on page 29).
Remove the battery:
WARNING! To reduce potential safety issues, use only the user-replaceable battery provided with the
computer, a replacement battery provided by HP, or a compatible battery purchased from HP.
CAUTION: Removing a user-replaceable battery that is the sole power source for the computer can cause
loss of information. To prevent loss of information, save your work or shut down the computer through
Windows before removing the battery.
1. Disconnect the battery cable from the system board (1).
2. Loosen the three Phillips screws (2) that secure the battery to the computer.
3. Remove the battery (3) from the computer.
Reverse this procedure to install the battery.
Component replacement procedures 31
SIM card
The SIM card is installed in a slot located under the battery.
Before removing the SIM card, follow these steps:
1. Turn o the computer. If you are unsure whether the computer is o or in Hibernation, turn the
computer on, and then shut it down through the operating system.
2. Disconnect the power from the computer by unplugging the power cord from the computer.
3. Disconnect all external devices from the computer.
4. Remove the bottom cover (see Bottom cover on page 29).
5. Remove the battery (see Battery on page 31).
Remove the SIM card:
▲
Press the SIM card into the slot to disengage it (1), and then pull the SIM card out of the slot (2).
Reverse this procedure to install the SIM card.
32 Chapter 5 Removal and replacement procedures for Customer Self-Repair parts
Memory module
Description Spare part number
For use in models with Intel Core processors
16-GB 820571-001
8-GB 820570-001
4-GB 820569-001
For use in models with Xeon Core processors
16-GB 835886-001
8-GB 835887-001
Update BIOS before adding memory modules
Before adding new memory, make sure you update the computer to the latest BIOS.
CAUTION: Failure to update the computer to the latest BIOS prior to installing new memory may result in
various system problems.
To update BIOS:
1. Navigate to www.hp.com.
2. Click Support & Drivers > click Drivers & Software.
3. In the Enter a product name/number box, type the computer model information, and then click Search.
4. Click the link for the computer model.
5. Select the operating system, and then click Next.
6. Under Step 2: Select a Download, click the BIOS link.
7. Click the link for the most recent BIOS.
8. Click the Download button, and then follow the on-screen instructions.
Before removing a memory module, follow these steps:
1. Turn o the computer. If you are unsure whether the computer is o or in Hibernation, turn the
computer on, and then shut it down through the operating system.
2. Disconnect the power from the computer by unplugging the power cord from the computer.
3. Disconnect all external devices from the computer.
4. Remove the bottom cover (see Bottom cover on page 29).
5. Disconnect the battery (see Battery on page 31).
The computer includes two double-stacked memory module sockets. Use the following image to determine
the correct order to install memory modules. Memory installation order only matters if there are less than
four SODIMMs.
Component replacement procedures 33
Remove the memory module:
1. Spread the retaining tabs (1) on each side of the memory module slot to release the memory module.
(The memory module tilts up.)
2. Remove the memory module (2) by pulling the module away from the slot at an angle.
Reverse this procedure to install a memory module.
NOTE: Memory modules are notched to prevent incorrect installation.
34 Chapter 5 Removal and replacement procedures for Customer Self-Repair parts
6 Removal and replacement procedures for
Authorized Service Provider parts
CAUTION: Components described in this chapter should only be accessed by an authorized service provider.
Accessing these parts can damage the computer or void the warranty.
Component replacement procedures
This chapter provides removal and replacement procedures for Authorized Service Provider only parts.
There are as many as 68 screws that must be removed, replaced, and/or loosened when servicing the
computer. Make special note of each screw size and location during removal and replacement.
Display subcomponents (bezel, panel, webcam)
NOTE: Touch display assemblies are spared as whole unit assemblies only. Non-touch display assemblies
are spared at the subcomponent level and as whole unit assemblies.
This section illustrates how to remove the display bezel, display panel, and webcam module without
removing the display from the computer. The Display assembly on page 67 section illustrates removing all
display subcomponents.
Description Spare part number
Display assembly, non-touch, UHD, UWVA, without webcam 848257-001
Display assembly, non-touch, UHD, UWVA, with webcam 848258-001
Display assembly, touch screen, FHD, UWVA, with webcam 848265-001
To remove the display assembly subcomponents, follow these steps:
1. Turn o the computer. If you are unsure whether the computer is o or in Hibernation, turn the
computer on, and then shut it down through the operating system.
2. Disconnect the power from the computer by unplugging the power cord from the computer.
3. Disconnect all external devices from the computer.
Remove the display assembly subcomponents:
1. Open the computer as far as it will open.
2. If it is necessary to replace the display bezel:
a. Flex the inside edges of the top edge (1), the left and right sides (2), and the bottom edge (3) of
the display bezel until the bezel disengages from the display enclosure.
Component replacement procedures 35
b. Remove the display bezel.
The display bezel is available using the following spare part numbers:
848241-001: Models without a webcam
850154-001: Models with a webcam
3. If it is necessary to replace the display panel:
a. Remove the four Phillips PM2.0×3.0 screws that secure the display panel to the display enclosure.
36 Chapter 6 Removal and replacement procedures for Authorized Service Provider parts
CAUTION: Make sure the work surface is clear of tools, screws, and any other foreign objects.
Failure to follow this caution can result in damage to the display panel.
b. Lift the top edge of the display panel (1) and swing it up and forward until it rests upside down in
front of the display enclosure.
c. Release the adhesive strip that secures the display panel cable connector to the rear of the
display panel, and then disconnect the display panel cable from the display panel (2).
d. Remove the display panel from the computer (3).
The display panel is available using spare part numbers 848255-001 (SVA panel), 848256-001
(UWVA panel).
4. If it is necessary to replace the webcam/microphone module or microphone module:
CAUTION: Handle the webcam/microphone module and microphone module with caution. These
modules have a thin prole and are susceptible to damage when not handled carefully.
a. Detach the webcam/microphone module (1) from the display enclosure. (The webcam/microphone
module is attached to the display enclosure with double-sided adhesive.)
b. Disconnect the webcam/microphone module cable (2) from the module.
Component replacement procedures 37
c. Remove the webcam/microphone module (3).
The webcam/microphone module is available using spare part number 848264-001. The
microphone module is available using spare part number 854110-001.
Reverse this procedure to reassemble and install the display assembly components.
38 Chapter 6 Removal and replacement procedures for Authorized Service Provider parts
Solid-state drive (M.2)
Description Spare part number
512-GB, M.2, PCIe 813138-001
256-GB, M.2, PCIe 795955-001
128-GB, M.2, PCIe 813137-001
Before removing the solid-state drive, follow these steps:
1. Turn o the computer. If you are unsure whether the computer is o or in Hibernation, turn the
computer on, and then shut it down through the operating system.
2. Disconnect the power from the computer by unplugging the power cord from the computer.
3. Disconnect all external devices from the computer.
4. Remove the bottom cover (see Bottom cover on page 29).
5. Disconnect the battery (see Battery on page 31).
Remove the solid-state drive:
1. Remove the Phillips PM2.0×3.5 screw (1) that secures the solid-state drive to the system board.
2. Remove the solid-state drive (2) by pulling the drive away from the slot at an angle.
Reverse this procedure to install the solid-state drive.
Component replacement procedures 39
WLAN module
Description Spare part number
Intel Dual Band Wireless-AC 8260 806721-001
Intel Dual Band Wireless-AC 8260 (non-vPro) 806722-001
CAUTION: To prevent an unresponsive system, replace the wireless module only with a wireless module
authorized for use in the computer by the governmental agency that regulates wireless devices in your
country or region. If you replace the module and then receive a warning message, remove the module to
restore device functionality, and then contact technical support.
Before removing the WLAN module, follow these steps:
1. Turn o the computer. If you are unsure whether the computer is o or in Hibernation, turn the
computer on, and then shut it down through the operating system.
2. Disconnect the power from the computer by unplugging the power cord from the computer.
3. Disconnect all external devices from the computer.
4. Remove the bottom cover (see Bottom cover on page 29).
5. Disconnect the battery (see Battery on page 31).
Remove the WLAN module:
1. Disconnect the WLAN antenna cables (1) from the terminals on the WLAN module.
NOTE: The WLAN antenna cable labeled “1” connects to the WLAN module “Main” terminal labeled “1”.
The WLAN antenna cable labeled “2” connects to the WLAN module “Aux” terminal labeled “2”.
2. Remove the Phillips PM2.0×3.0 screw (2) that secures the WLAN module to the system board. (The
WLAN module tilts up.)
40 Chapter 6 Removal and replacement procedures for Authorized Service Provider parts
3. Remove the WLAN module (3) by pulling the module away from the slot at an angle.
NOTE: WLAN modules are notched to prevent incorrect installation.
NOTE: If the WLAN antenna cables are not connected to the terminals on the WLAN module, protective
sleeves should be installed on the antenna connectors, as shown in the following illustration.
Reverse this procedure to install the WLAN module.
Component replacement procedures 41
WWAN module
Description Spare part number
HP lt4120 LTE/EVDO/HSPA+ Gobi 4G Mobile Broadband Module 800870-001
HP hs3110 HSPA+ Mobile Broadband Module 822828-001
CAUTION: To prevent an unresponsive system, replace the wireless module only with a wireless module
authorized for use in the computer by the governmental agency that regulates wireless devices in your
country or region. If you replace the module and then receive a warning message, remove the module to
restore device functionality, and then contact technical support.
Before removing the WWAN module, follow these steps:
1. Turn o the computer. If you are unsure whether the computer is o or in Hibernation, turn the
computer on, and then shut it down through the operating system.
2. Disconnect the power from the computer by unplugging the power cord from the computer.
3. Disconnect all external devices from the computer.
4. Remove the bottom cover (see Bottom cover on page 29).
5. Disconnect the battery (see Battery on page 31).
Remove the WWAN module:
1. Disconnect the WWAN antenna cables (1) from the terminals on the WWAN module.
NOTE: The WWAN antenna cable labeled “5” connects to the “Main” terminal labeled “5”. The WWAN
antenna cable labeled “6” connects to the “Aux/GPS” terminal labeled “6”.
2. Remove the Phillips PM2.0×3.25 screw (2) that secures the WWAN module to the system board. (The
WWAN module tilts up.)
3. Remove the WWAN module (3) by pulling the module away from the slot at an angle.
NOTE: WWAN modules are notched to prevent incorrect installation.
42 Chapter 6 Removal and replacement procedures for Authorized Service Provider parts
NOTE: If the WWAN antenna cables are not connected to the terminals on the WWAN module, protective
sleeves should be installed on the antenna connectors, as shown in the following illustration.
Reverse this procedure to install the WWAN module.
RTC battery
Description Spare part number
RTC battery (includes cable and double-sided adhesive) 848234-001
Before removing the RTC battery, follow these steps:
1. Turn o the computer. If you are unsure whether the computer is o or in Hibernation, turn the
computer on, and then shut it down through the operating system.
2. Disconnect the power from the computer by unplugging the power cord from the computer.
3. Disconnect all external devices from the computer.
4. Remove the bottom cover (see Bottom cover on page 29).
5. Disconnect the battery (see Battery on page 31).
Remove the RTC battery:
1. Disconnect the RTC battery cable (1) from the system board.
Component replacement procedures 43
2. Detach the RTC battery (2) from the base enclosure. (The RTC battery is attached to the base enclosure
with double-sided adhesive.)
3. Remove the RTC battery and cable.
Reverse this procedure to install the RTC battery.
44 Chapter 6 Removal and replacement procedures for Authorized Service Provider parts
Keyboard
For use in country or region Spare part
number
Keyboard with backlight and pointing stick (includes keyboard cable and backlight cable:
The pointing stick cable is available in the Cable Kit using spare part number 848244-001.
For use in Belgium 848311-A41 For use in Northwest Africa 848311-FP1
For use in Brazil 848311-201 For use in Norway 848311-091
For use in Bulgaria 848311-261 For use in Portugal 848311-131
For use in Canada 848311-DB1 For use in Romania 848311-271
For use in the Czech Republic and Slovakia 848311-FL1 For use in Russia 848311-251
For use in Denmark 848311-081 For use in Saudi Arabia 848311-171
For use in France 848311-051 For use in Slovenia 848311-BA1
For use in Germany 848311-041 For use in South Korea 848311-AD1
For use in Greece 848311-151 For use in Spain 848311-071
For use in Hungary 848311-211 For use in Sweden and Finland 848311-B71
For use in Iceland 848311-DD1 For use in Switzerland 848311-BG1
For use in India 848311-D61 For use in Taiwan 848311-AB1
For use in Israel 848311-BB1 For use in Thailand 848311-281
For use in country or region Spare part number
For use in Italy 848311-061 For use in Turkey 848311-141
For use in Japan 848311-291 For use in the United Kingdom
and Singapore
For use in Latin America 848311-161 For use in the United States 848311-001
For use in the Netherlands 848311-B31
848311-031
Before removing the keyboard, follow these steps:
1. Turn o the computer. If you are unsure whether the computer is o or in Hibernation, turn the
computer on, and then shut it down through the operating system.
2. Disconnect the power from the computer by unplugging the power cord from the computer.
3. Disconnect all external devices from the computer.
4. Remove the bottom cover (see Bottom cover on page 29).
5. Disconnect the battery (see Battery on page 31).
Remove the keyboard:
1. Remove the two Phillips PM2.0×4.0 screws (1) that secure the keyboard to the computer.
Component replacement procedures 45
2. Partially open the computer.
3. Rest and secure the computer on its left side.
4. Insert a thin tool into the keyboard release hole near the fan, and then press on the back of the keyboard
until the keyboard disengages from the computer.
5. Turn the computer right-side up, with the front toward you.
6. Open the computer as far as it will open.
46 Chapter 6 Removal and replacement procedures for Authorized Service Provider parts
7. Lift the rear edge of the keyboard and swing the it up and forward until it rests upside down on the
palm rest (1).
8. Swing the rear edge of the keyboard (1) up and forward until it rests upside down on the palm rest.
9. Release the zero insertion force (ZIF) connector (2) to which the keyboard cable is attached, and then
disconnect the keyboard cable from the system board (3).
10. Release the ZIF connector (4) to which the pointing stick cable is attached, and then disconnect the
pointing stick cable from the system board (5).
11. Remove the keyboard (6).
Reverse this procedure to install the keyboard.
Component replacement procedures 47
Speakers
Before removing the speakers, follow these steps:
1. Turn o the computer. If you are unsure whether the computer is o or in Hibernation, turn the
2. Disconnect the power from the computer by unplugging the power cord from the computer.
3. Disconnect all external devices from the computer.
4. Remove the bottom cover (see Bottom cover on page 29).
5. Disconnect the battery (see Battery on page 31).
Remove the speakers:
1. Disconnect the speaker cable (1) from the system board.
2. Remove the three Phillips PM2.5×5.0 screws (2) that secure the speakers to the base enclosure.
3. Remove the cable from the clips built into the chassis (3), and then remove the speakers (4).
Description Spare part number
Speakers (includes cable) 848233-001
computer on, and then shut it down through the operating system.
Reverse this procedure to install the speakers.
48 Chapter 6 Removal and replacement procedures for Authorized Service Provider parts
Touchpad module
Description Spare part number
Touchpad module
The touchpad module cable is available in the Cable Kit using spare part number 848244-001.
850944-001
Before removing the touchpad module, follow these steps:
1. Turn o the computer. If you are unsure whether the computer is o or in Hibernation, turn the
computer on, and then shut it down through the operating system.
2. Disconnect the power from the computer by unplugging the power cord from the computer.
3. Disconnect all external devices from the computer.
4. Remove the bottom cover (see Bottom cover on page 29).
5. Disconnect the battery (see Battery on page 31).
6. Remove the left speaker (see Speakers on page 48).
Remove the touchpad module:
1. Disconnect the touchpad cable from the system board (1).
2. Remove the four Phillips PM2.5×3.0 screws (2) that secure the touchpad module to the top cover.
3. Pull touchpad out from under lip near the system board (3).
4. Remove the touchpad module (4) and cable
Reverse this procedure to install the touchpad module.
Component replacement procedures 49
LED board
Description Spare part number
LED board 848246-001
Before removing the LED board, follow these steps:
1. Turn o the computer. If you are unsure whether the computer is o or in Hibernation, turn the
2. Disconnect the power from the computer by unplugging the power cord from the computer.
3. Disconnect all external devices from the computer.
4. Remove the bottom cover (see Bottom cover on page 29).
5. Disconnect the battery (see Battery on page 31).
Remove the LED board:
1. Disconnect the LED board from the system board (1).
2. Lift to release the LED board cable from the adhesive that secures it to the computer (2).
3. Remove the Phillips PM2.5×3.0 screw (3) that secures the LED board to the computer.
4. Remove the LED board and cable from the computer (4).
computer on, and then shut it down through the operating system.
5. Remove the LED board
Reverse this procedure to install the LED board.
50 Chapter 6 Removal and replacement procedures for Authorized Service Provider parts
Fans
Description Spare part number
Fan for use over the processor 848251-001
Fan for use over the graphics card 848252-001
Before removing the fan, follow these steps:
1. Turn o the computer. If you are unsure whether the computer is o or in Hibernation, turn the
computer on, and then shut it down through the operating system.
2. Disconnect the power from the computer by unplugging the power cord from the computer.
3. Disconnect all external devices from the computer.
4. Remove the bottom cover (see Bottom cover on page 29).
5. Disconnect the battery (see Battery on page 31).
6. Remove the heat sink (see Heat sink assembly on page 58).
Remove the fans:
1. To remove the graphics board fan (left in following image):
a. Remove the display cable from the clips in the fan (1).
b. Disconnect the fan cable from the system board (3).
c. Loosen the two captive Phillips screws that secure the fan to the computer (4).
d. Remove the fan assembly (5).
2. To remove the graphics board fan (right in following image):
Component replacement procedures 51
a. Remove the antenna cable from the clips in the fan (2).
b. Disconnect the fan cable from the system board (3).
c. Loosen the two captive Phillips screws that secure the fan to the computer (4).
d. Remove the fan assembly (5).
Reverse this procedure to install the fan.
52 Chapter 6 Removal and replacement procedures for Authorized Service Provider parts
Smart card reader
Description Spare part number
Smart card reader (includes cable)
The smart card reader bracket is available in the Bracket Kit, spare part number 848232-001.
848245-001
Before removing the smart card reader, follow these steps:
1. Turn o the computer. If you are unsure whether the computer is o or in Hibernation, turn the
computer on, and then shut it down through the operating system.
2. Disconnect the power from the computer by unplugging the power cord from the computer.
3. Disconnect all external devices from the computer.
4. Remove the bottom cover (see Bottom cover on page 29).
5. Disconnect the battery (see Battery on page 31).
Remove the smart card reader:
1. Release the ZIF connector (1) to which the smart card reader cable is attached, and then disconnect the
smart card reader cable from the system board.
2. Loosen the four captive Phillips screws (2) that secure the smart card reader to the base enclosure.
3. Remove the smart card reader (3).
Reverse this procedure to install the smart card reader and cable.
Component replacement procedures 53
Hard drive
NOTE: The hard drive spare part kit does not include the hard drive bracket or screws. These components
are included in the Hard Drive Hardware Kit, spare part number 848231-001.
Description Spare part number
Hard drive, 7.0 mm
1-TB, 5400-rpm, 762990-001
500-GB, 5400-rpm, hybrid 8 GB 732000-001
500-GB, 7200-rpm 703267-001
500-GB, 5400-rpm, FIPS 820572-001
500-GB, 7200-rpm, self-encrypting 820573-001
Solid-state drive (SSD)
1-TB, PCIe-3x4, NVMe 848238-001
512-GB, SATA-3, self-encrypting drive (SED), OPAL 2, TLC 848240-001
512-GB, Z Turbo drive, PCIe 848236-001
256-GB, SATA-3, self-encrypting drive (SED), OPAL 2 848237-001
256-GB, Z Turbo drive, PCIe 848235-001
Before removing the hard drive, follow these steps:
1. Turn o the computer. If you are unsure whether the computer is o or in Hibernation, turn the
computer on, and then shut it down through the operating system.
2. Disconnect the power from the computer by unplugging the power cord from the computer.
3. Disconnect all external devices from the computer.
4. Remove the bottom cover (see Bottom cover on page 29).
5. Disconnect the battery (see Battery on page 31).
6. Remove the smart card reader (see Smart card reader on page 53).
Remove the hard drive:
1. Disconnect the hard drive cable from the system board (1).
54 Chapter 6 Removal and replacement procedures for Authorized Service Provider parts
2. Lift the hard drive (2).
3. If it is necessary to disassemble the hard drive, perform the following steps:
a. Remove the four Phillips PM3.0×3.0 screws (1) that secure the hard drive bracket to the hard drive.
b. Remove the hard drive bracket from the hard drive (2).
c. Remove the hard drive connector and cable from the hard drive (3).
The hard drive bracket and screws are available in the Hard Drive Hardware Kit, spare part number
848231-001.
Reverse this procedure to install the hard drive.
Component replacement procedures 55
Fingerprint reader board
Description Spare part number
Fingerprint reader board (includes bracket, cable, and double-sided adhesive)
The ngerprint reader bracket is available in the Bracket Kit, spare part number 848232-001.
850151-001
Before removing the ngerprint reader board, follow these steps:
1. Turn o the computer. If you are unsure whether the computer is o or in Hibernation, turn the
computer on, and then shut it down through the operating system.
2. Disconnect the power from the computer by unplugging the power cord from the computer.
3. Disconnect all external devices from the computer.
4. Remove the bottom cover (see Bottom cover on page 29).
5. Disconnect the battery (see Battery on page 31).
6. Remove the solid-state drive (see Solid-state drive (M.2) on page 39).
7. Remove the smart card reader (see Smart card reader on page 53).
8. Remove the hard drive (see Hard drive on page 54).
Remove the ngerprint reader board:
1. Turn the top cover upside down with the front toward you.
2. Remove the Phillips PM2.0×2.0 screw (1) that secures the ngerprint reader board and bracket to the
top cover.
3. Lift the ngerprint reader board bracket o the ngerprint reader board (2).
The ngerprint reader board bracket is available in the Bracket Kit, spare part number 848232-001.
4. Detach the ngerprint reader board cable (3) from the system board .
56 Chapter 6 Removal and replacement procedures for Authorized Service Provider parts
5. The ngerprint reader board cable is attached to the top cover with double-sided adhesive. Use a tool to
pry the ngerprint reader board up (4), and then remove the board and cable.
Reverse this procedure to install the ngerprint reader board.
Component replacement procedures 57
Heat sink assembly
NOTE: Only remove the heat sink from the system board if its removal is required to remove other
components. It is preferred to leave the heat sink connected to the system board when possible to preserve
the thermal materials used between the heat sink and system board. Removal of the heat sink requires
reapplication of this thermal material.
NOTE: The heat sink assembly spare part kit includes replacement thermal material.
Description Spare part number
Heat sink for use only in models with Nvidia Quadro graphics boards 850148-001
Heat sink for use only in models with the AMD FirePro graphics board 850149-001
Heat sink for use only in models with UMA graphics memory 850150-001
Before removing the heat sink assembly, follow these steps:
1. Turn o the computer. If you are unsure whether the computer is o or in Hibernation, turn the
computer on, and then shut it down through the operating system.
2. Disconnect the power from the computer by unplugging the power cord from the computer.
3. Disconnect all external devices from the computer.
4. Remove the bottom cover (see Bottom cover on page 29).
5. Disconnect the battery (see Battery on page 31).
Remove the heat sink assembly:
1. On models with discrete graphics memory:
a. Following the (1) through (4) sequence stamped into the processor heat sink, loosen the four
Phillips captive screws that secure the processor heat sink to the system board.
b. Following the (5) through (8) sequence stamped into the graphics board heat sink, loosen the four
Phillips captive screws that secure the graphics board heat sink to the system board.
58 Chapter 6 Removal and replacement procedures for Authorized Service Provider parts
c. Remove the fan/heat sink assembly (9).
NOTE: Due to the adhesive quality of the thermal material located between the fan/heat sink
assembly and the system board components, it may be necessary to move the heat sink assembly
from side to side to detach it.
2. On models with UMA graphics memory:
a. Following the (1) through (4) sequence stamped into the processor heat sink, loosen the four
Phillips captive screws that secure the processor heat sink to the system board.
Component replacement procedures 59
b. Remove the fan/heat sink assembly (5).
NOTE: Due to the adhesive quality of the thermal material located between the fan/heat sink
assembly and the system board components, it may be necessary to move the heat sink assembly
from side to side to detach it.
NOTE: The thermal material must be thoroughly cleaned from the surfaces of the heat sink assembly and
the system board components each time the fan/heat sink assembly is removed. Replacement thermal
material is included with the fan/heat sink assembly, processor, and system board spare part kits.
●
On models with discrete graphics memory, thermal pads are used on the processor (1) and the graphics
board (3) and the heat sink sections (2) and (4) that service them
60 Chapter 6 Removal and replacement procedures for Authorized Service Provider parts
●
On models with UMA graphics memory, thermal pads are used on the processor (1) and the heat sink
section (2) that services it
Reverse this procedure to install the heat sink assembly.
Component replacement procedures 61
Graphics board
NOTE: The graphics board spare part kit includes replacement thermal material.
Description Spare part number
NVIDIA Quadro K1100M NVIDIA N15P-Q1 graphics board 848261-001
NVIDIA Quadro K610M NVIDIA N15M-Q2 graphics board 848262-001
NVIDIA Quadro K2100M NVIDIA N15P-Q3 graphics board 848263-001
Before removing the graphics board, follow these steps:
1. Turn o the computer. If you are unsure whether the computer is o or in Hibernation, turn the
computer on, and then shut it down through the operating system.
2. Disconnect the power from the computer by unplugging the power cord from the computer.
3. Disconnect all external devices from the computer.
4. Remove the bottom cover (see Bottom cover on page 29).
5. Disconnect the battery (see Battery on page 31).
6. Remove the heat sink (see Heat sink assembly on page 58).
Remove the graphics board:
1. Remove the two Torx T8M3.0×5.5 screws (1) that secure the graphics board to the system board.
2. Lift the edge of graphics board upward until it sits at an angle (2), and then remove the board from the
socket (3).
Reverse this procedure to install the graphics board.
62 Chapter 6 Removal and replacement procedures for Authorized Service Provider parts
System board
NOTE: The system board spare part kit includes battery connector bracket and replacement
thermal material.
All system boards use the following part numbers:
xxxxxx-001: Windows 7 or non-Windows operating systems
xxxxxx-601: Windows 10 operating system
Description Spare part number
System board equipped with an Intel Core i7-6820HQ processor 848221-xxx
System board equipped with an Intel Core i7-6700HQ processor 848219-xxx
System board equipped with an Intel Core i7-6440HQ processor 848217-xxx
Before removing the system board, follow these steps:
1. Turn o the computer. If you are unsure whether the computer is o or in Hibernation, turn the
computer on, and then shut it down through the operating system.
2. Disconnect the power from the computer by unplugging the power cord from the computer.
3. Disconnect all external devices from the computer.
4. Remove the bottom cover (see Bottom cover on page 29).
5. Disconnect the battery (see Battery on page 31).
6. Remove the hard drive (see Hard drive on page 54).
7. Remove the keyboard (see Keyboard on page 45).
8. Remove the fans (see Fans on page 51).
9. Remove the smart card reader (see Smart card reader on page 53).
NOTE: When replacing the system board, be sure that the following components are removed from the
defective system board and installed on the replacement system board:
●
Solid-state drive (see Solid-state drive (M.2) on page 39)
●
WLAN module (see WLAN module on page 40)
●
WWAN module (see WWAN module on page 42)
●
Memory modules (see Memory module on page 33)
●
Graphics board (see Graphics board on page 62)
Remove the system board:
1. Remove the two Phillips PM2.0×3.0 screws from the bracket atop the display connector (1), and then
remove the bracket (2).
2. Disconnect the display cable (3).
Component replacement procedures 63
3. Disconnect the remaining cables from the system board:
(4) Fingerprint reader cable
(5) Touchpad cable
(6) RTC battery cable
(7) Speaker cable
(8) LED board cable
4. Remove the two Phillips PM2.5×7.0 screws (1) from the VGA bracket, and then remove the bracket (2).
5. Remove the three Phillips PM2.5×7.0 screws (3) from the USB-C bracket, and then remove the bracket
(4).
64 Chapter 6 Removal and replacement procedures for Authorized Service Provider parts
6. Remove the four Phillips PM2.5×5.0 screws (1) that secure the system board to the computer.
7. Lift up on the left side of the system board (2) until it rests at an angle.
8. Remove the system board (3) by sliding it up and to the left.
Reverse this procedure to install the system board.
Component replacement procedures 65
Buttons
Before removing the buttons, follow these steps:
1. Turn o the computer. If you are unsure whether the computer is o or in Hibernation, turn the
computer on, and then shut it down through the operating system.
2. Disconnect the power from the computer by unplugging the power cord from the computer.
3. Disconnect all external devices from the computer.
4. Remove the bottom cover (see Bottom cover on page 29).
5. Disconnect the battery (see Battery on page 31).
6. Remove the hard drive (see Hard drive on page 54).
7. Remove the keyboard (see Keyboard on page 45).
8. Remove the fans (see Fans on page 51).
9. Remove the smart card reader (see Smart card reader on page 53).
10. Remove the system board (see System board on page 63).
Remove the buttons:
1. Remove the Phillips PM2.5×2.5 screw (1) that secures each button to the base enclosure.
2. Remove the buttons from the computer (2).
3. Remove the buttons
Reverse this procedure to install the buttons.
66 Chapter 6 Removal and replacement procedures for Authorized Service Provider parts
Display assembly
NOTE: Touch display assemblies are spared as a whole unit assemblies only. Non-touch display assemblies
are spared at the subcomponent level and as whole units.
To remove the display assembly and non-touch display subcomponents, follow these steps:
1. Turn o the computer. If you are unsure whether the computer is o or in Hibernation, turn the
computer on, and then shut it down through the operating system.
2. Disconnect the power from the computer by unplugging the power cord from the computer.
3. Disconnect all external devices from the computer.
4. Remove the bottom cover (see Bottom cover on page 29).
5. Disconnect the battery (see Battery on page 31).
Remove the display assembly:
1. Close the computer.
2. Position the computer upside down.
3. Remove the antenna cables from the clips in the graphics card fan (1) and disconnect the antenna cables
from the WLAN module (2).
4. Remove the two Phillips PM2.0×3.0 screws (3) that secure bracket atop the display panel cable on the
system board.
5. Remove the display panel cable bracket (4).
The display panel cable bracket is included in the Bracket Kit, spare part number 848232-001.
6. Remove the display cable from the side of the processor fan and disconnect the cable (5) from the
system board.
7. Open the computer with the display at a 90 degree angle as shown in the following image.
8. Remove the six Torx T8M2.0×3.0 screws (1) that secure the hinge cover to the computer.
Component replacement procedures 67
9. Remove the hinge cover (2).
10. Separate the display from the computer (3).
11. If it is necessary to replace the display assembly subcomponents:
a. Flex the inside edges of the top edge (1), the left and right sides (2), and the bottom edge (3) of
the display bezel until the bezel disengages from the display enclosure.
68 Chapter 6 Removal and replacement procedures for Authorized Service Provider parts
b. Remove the display bezel.
The display bezel is available using the following spare part numbers:
848241-001: Models without a webcam
850154-001: Models with a webcam
NOTE: The display assembly will not be connected to the computer as shown in the following
image.
12. If it is necessary to replace the display panel:
a. Remove the four Phillips PM2.0×3.0 screws that secure the display panel to the display enclosure.
NOTE: The display assembly will not be connected to the computer as shown in the following
image.
Component replacement procedures 69
CAUTION: Before turning the display panel upside down, make sure the work surface is clear of
tools, screws, and any other foreign objects. Failure to follow this caution can result in damage to
the display panel.
b. Lift the top edge of the display panel (1) and swing it up and forward until it rests upside down in
front of the display enclosure.
c. Release the adhesive strip that secures the display panel cable connector to the rear of the
display panel, and then disconnect the display panel cable from the display panel (2).
70 Chapter 6 Removal and replacement procedures for Authorized Service Provider parts
d. Remove the display panel from the display enclosure (3).
NOTE: The display assembly will not be connected to the computer as shown in the following
image.
e. Remove the display panel.
The display panel is available using spare part numbers 848255-001 (SVA panel), 848256-001
(UWVA panel).
13. If it is necessary to replace the webcam/microphone module or microphone module:
CAUTION: Handle the webcam/microphone module and microphone module with caution. These
modules have a thin prole and are susceptible to damage when not handled carefully.
a. Detach the webcam/microphone module (1) from the display enclosure. (The webcam/microphone
module is attached to the display enclosure with adhesive.)
b. Disconnect the cable (2) from the webcam/microphone module.
Component replacement procedures 71
c. Remove the webcam/microphone module (3) from the display enclosure.
d. Remove the webcam/microphone module.
The webcam/microphone module is available using spare part number 848264-001. The
microphone module is available using spare part number 854110-001.
14. If it is necessary to replace the display hinges:
a. Remove the display cable from the left hinge (1).
b. Remove the antenna cables from the right hinge (2).
c. Remove the eight Phillips PM2.5×2.5 screws, and then remove the display hinges from the
enclosure (3).
The display hinges are available using spare part number 848242-001 and include the left and
right hinges.
15. If it is necessary to replace the display/webcam cable:
72 Chapter 6 Removal and replacement procedures for Authorized Service Provider parts
a. Remove the cable from under the tape on the left side of the display enclosure (1).
b. Remove the display/webcam cable from the enclosure (2).
The display/webcam cable is available using spare part number 848253-001.
16. If it is necessary to replace the WLAN antennas, release the WLAN antenna cables from the routing
channels built into the display enclosure (1), and then lift the cables from the display enclosure (2).
The WLAN antennas are available using spare part number 848228-001
Component replacement procedures 73
17. If it is necessary to replace the WWAN antennas, release the WWAN antenna cables from the routing
channels built into the display enclosure (1), and then lift the cables from the display enclosure (2).
The WWAN antennas are available using spare part number 848229-001
Reverse this procedure to reassemble and install the display assembly.
74 Chapter 6 Removal and replacement procedures for Authorized Service Provider parts
Lock bracket
Before removing the lock bracket, follow these steps:
1. Turn o the computer. If you are unsure whether the computer is o or in Hibernation, turn the
computer on, and then shut it down through the operating system.
2. Disconnect the power from the computer by unplugging the power cord from the computer.
3. Disconnect all external devices from the computer.
4. Remove the bottom cover (see Bottom cover on page 29).
5. Disconnect the battery (see Battery on page 31).
6. Disconnect the display assembly (see Display assembly on page 67).
Remove the lock bracket:
1. Remove the Phillips PM2.5×5.0 screw (1) that secures the lock bracket to the base enclosure.
2. Remove the bracket (2).
Reverse this procedure to install the lock bracket.
Component replacement procedures 75
7 Troubleshooting guide
This chapter is primarily focused on troubleshooting HP Mobile Workstations and HP Notebooks. The
information is provided so that you can solve problems yourself or at least narrow down what may be causing
the problem. Based on some of the most common symptoms, this chapter helps to identify logical steps and
available resources or tools for resolving an issue. HP recommends that you follow the instructions carefully,
observe safety precautions, and note any observations or results. Capturing this information may help
identify and resolve the problem faster.
WARNING! To reduce the risk of electric shock or damage to the equipment:
●
Do not disable the power cord grounding plug. The grounding plug is an important safety feature.
●
Plug the power cord into a grounded (earthed) outlet that is easily accessible at all times.
●
Disconnect power from the equipment by unplugging the power cord from the AC outlet.
●
Before disassembling notebooks, always disconnect power and remove the battery.
CAUTION: Static electricity can damage the electronic components of the computer. To prevent damage to
the computer, carefully observe the electrostatic discharge precautions.
●
Discharge static electricity by briey touching a grounded metal object before you begin.
●
Work on a static-free mat.
●
Wear a static strap to ensure that any accumulated electrostatic charge is discharged from your body to
the ground.
●
Create a common ground for the equipment you are working on by connecting the static-free mat, static
strap, and peripheral units to that piece of equipment.
●
Refer to the Electrostatic Discharge Section of the Maintenance & Service Guide for more information.
CAUTION: The computer includes customer self-repair parts and parts that should only be accessed by an
authorized service provider. See the chapter titled "Removal and replacement procedures for Customer SelfRepair parts," for details. Accessing parts described in the chapter titled "Removal and replacement
procedures for authorized service provider only parts" can damage the computer or void the computer
warranty.
76 Chapter 7 Troubleshooting guide
Resources
HP Resource Tool Description Link
HP Elite Support Provides live HP Premium support (available 24/7) to
Elite computers.
HP Support Center Provides important support, such as warranty,
support cases, drivers, Customer Advisories,
Customer and Security Bulletins, and Product Change
Notices.
HP Troubleshooting Support page Provides troubleshooting information for your
specic HP computer.
Subscribers Choice Allows you to sign up for HP product updates. http://www8.hp.com/us/en/subscribe/
HP Support Forums Provide discussions about HP products and issues. http://h30434.www3.hp.com/psg/
Service Access Workbench (SAW)
(Available for technicians and
Business Partners only)
Vendors’ web sites Provide additional information for associated
Provides navigable content intended for use by
internal and outsourced call center sta and can be a
resource for support and product division
professionals.
components such as Intel (processor, WLAN),
Microsoft (Windows 7/8/10), AMD/NVidia (GPU), and
so on.
General troubleshooting steps
http://www8.hp.com/us/en/ads/eliteproducts/overview.html
http://h20565.www2.hp.com/portal/site/
hpsc
http://www8.hp.com/us/en/
troubleshooting.html
http://sawpro.atlanta.hp.com
http://www.intel.com
http://www.microsoft.com
http://www.amd.com
http://www.nvidia.com
A basic logic should be used when troubleshooting computer issues. This section will help you become
familiar with troubleshooting methodology and eciently resolve problems. Proceed through the steps in the
following table until the issue is resolved, and then move on to the next step that is relevant to the issue. For
example, if you resolve a memory issue using the HP PC Diagnostics (UEFI) tool in step 6, you can then move
on to step 10 to reseat the memory into its memory slot.
NOTE: General troubleshooting steps do not have to be followed in a specic order if an issue does not
apply.
Table 7-1 Troubleshooting methodology and general troubleshooting steps
Identify issue Analyze issue Resolve issue Verify solution
1. Understand the issue
on page 78
2. Examine the environment
on page 80
3. Perform a visual inspection
of hardware on page 81
4. Update BIOS and drivers
on page 81
5. Remove or uninstall recently
added hardware, software
on page 81
6. HP Hardware Diagnostics and
Tools on page 82
7. Status lights, blinking light
codes, troubleshooting lights,
and POST error messages
on page 86
8. Hard reset on page 89
9. Soft reset (Default Settings)
on page 90
10. Reseat cables and connections
on page 90
11. Test with minimum conguration
on page 91
12. Test with veried working
conguration (hardware and/or operating
system) on page 92
13. Replace the system board on page 92
Verify solution
on page 93
Resources 77
Identify the issue
1. Understand the issue
It is important to understand the issue that occurred, including related symptoms. It helps to understand the
basic computer boot-up sequence as well as the failure itself. The boot-up sequence and associated failures
are described below.
Boot up sequence
The computer performs several steps after you press the power button or restart the computer.
It is important to understand where in the boot-up sequence the symptoms occur. The following table lists
the phases of the boot-up sequence and explains the symptoms that may occur in each phase. For example, a
blue screen error (BSOD) often occurs during the performance phase.
Table 7-2 Boot-up sequence
Power-on After power button is pressed, the computer boots after all internal power rails (i.e., 5V, 3.3V) are stable.
POST (UEFI/BIOS) Power-On Self-Test (POST) veries that hardware components (processor, hard drive, memory, etc.) are
Conrm that power lights are on fan is spinning.
Next step: If the computer experiences a power-on issue, see “Verify Power Good (Troubleshooting) lights” in
No Power on page 95.
Common issues: all lights are o; troubleshooting lights are on; does not boot; video is absent.
functional. When POST is complete, the HP logo displays briey and then disappears.
If there are errors, the computer may exhibit blinking lights and POST error messages
Common issues: lights blink, error message appears, hangs.
Performance
(operating system)
Failure classication
Failure classication is a breakdown of dierent types of failures and symptoms that could occur during the
boot-up sequence. Table 3 and table 4 represent the failure classication for common notebook failures.
Table 3 categorizes failures by the boot-up sequence.
1. Power-on: Common issues are No Power, Recycle/Reboot, etc.
2. POST: Common issues are No Boot (have power), Light Flash or Diagnostics Error.
3. Performance: Common issues are Intermittent Loss of Power, Blue Screen, Hang, etc. In many cases,
issues may be identied and associated with a particular hardware (i.e., display, storage).
Table 4 categorizes failures by hardware.
4. Display
5. I/O devices (Input/Output)
6. Storage
System boots to operating system, and Windows logo screen appears..
Common issues: hangs (lock up/freezes), blue screen, video distorted, driver conict, slow performance,
display issue (dead pixel), I/O issue (no speaker sound), wireless/audio unavailable, noise.
See Analyze the issue on page 81 table below for detailed troubleshooting information).
7. Mechanical
78 Chapter 7 Troubleshooting guide
A single symptom can be listed under dierent groups. For example, No Video can belong to (1) Power-on or
(4) Display; but Flickering when powered should be listed in (4) Display. Or, in another example, a blue screen
can be caused by a driver conict in Performance (4), but it can also be caused by a defective hard drive under
(6) Storage. Therefore, failures that share similar symptoms are noted..
If possible, make a record of the failure symptom, the phase of the boot-up sequence where the failure
occurs, and the most likely location in the failure tree (Table 7-3 Failure classication by boot-up sequence
on page 79 and Table 7-4 Failure classication by hardware devices and mechanical on page 80). This will
help isolate the issue and indicate the next steps. For example, when the computer is running the operating
system, it may experience an issue with (4) Display, (5) I/O devices (keyboard, wireless, and so on), (6)
Storage, or (7) Mechanical components (stuck buttons, thermal shutdown, and so on).
NOTE: “Uncategorized” is used if an issue found is not listed. For example, Bluetooth is oered on certain
hardware congurations; therefore, a Bluetooth issue can be classied under “I/O Device” if needed.
Failure classication by boot-up sequence
Table 7-3 Failure classication by boot-up sequence
1. Power-on 2. POST 3. Performance
1. No Power on page 95
2. Intermittent power-on, shutdown,
reboot on page 97
3. AC adapter issue on page 98
4. Battery not recognized, not charging
on page 98
5. Battery discharges too fast
on page 100
6. Burnt smell on page 101
a,b,c
similar symptoms
a
1. No video (with power)
on page 101
2. Blinking lights on page 102
3. Diagnostics error messages
on page 103
4. BIOS password on page 104
1.
Intermittent shutdown on page 105
2.
Blue screen (BSOD) error on page 130
3. Freeze at Windows Logo (hang/lockup)
on page 108
4. Electromagnetic Interference (EMI)
on page 109
5. No wake up on page 109
6. Unresponsive on page 111
7.
Slow performance on page 111
8. HP Smart Adapter warning message
on page 112
9. Incorrect time and date on page 112
a
c
b
General troubleshooting steps 79
Failure classication by hardware devices and mechanical
Table 7-4 Failure classication by hardware devices and mechanical
4. Display 5. I/O devices 6. Storage 7. Mechanical
1. Display anomalies
on page 113
2. Dead pixel on page 115
3. No video (internal)
on page 115
4. No video (external)
on page 116
5. DisplayPort/VGA
on page 116
6. HDMI on page 116
7. No or bad external video
via docking on page 117
8. Incorrect or missing color/
distorted image
on page 117
9. Touch screen
on page 118
b,c,d
similar symptoms
d
d
1. Keyboard on page 119
2. Keyboard point stick
on page 120
3. Keyboard backlight
on page 120
4. TouchPad on page 121
5. Network Connectivity
Ethernet (RJ-45 jack)
on page 121
6. Network connectivity
wireless (WLAN)
on page 122
7. WWAN on page 123
8. USB on page 124
9. Smart card reader
on page 125
10. Speaker, headphone audio issues on page 126
11. Thunderbolt (TB)
on page 127
1. Hard drive/solid-state
drive not recognized
on page 129
2. No boot to operating
system (no read/write
error) on page 129
3. Read-write error
on page 130
4. Slow performance
on page 111
5. Blue screen (BSOD) error
on page 130
6. Noisy hard drive
on page 131
c
b
1. Fan error message - 90B
on page 132
2. Noise (sound)
on page 133
3. Fan runs constantly
on page 134
4. HP Thermal Monitor
on page 85
5. Stuck power button
on page 135
2. Examine the environment
It is important to examine the computer’s environment. If you can quickly identify the cause of the issue,
fewer resolution steps may be needed. Perform the following environment inspections:
●
Check all cables and connections to be sure that there are no loose connections.
●
Conrm that power sources are good, such as wall power type/adapter (110V/220V ac), power strip. Test
with a veried working AC outlet.
●
Check for compatibility issues between the computer and third-party devices, peripherals, noncertied
devices, incompatible hardware (i.e., Mac OS device). Incompatibility can result in blue screen errors,
improper operation, and so on.
●
Isolate the computer from sources of electromagnetic interference (EMI), such as cell phones, 2-way
radios, oor mats, fans (and other electronic motors). EMI may contribute to a display freeze issue or
lock-up.
80 Chapter 7 Troubleshooting guide
3. Perform a visual inspection of hardware
It is important to do a visual inspection of the hardware itself. Perform physical inspection of the computer:
●
Look for abnormalities such as a cracked display, dented battery, broken latches for battery bay,
keyboard key caps popped out, dust over connectors, liquid spill over keyboard, etc.
●
Look for signs of drop, movement, or vibration that may cause internal and external loose connections.
4. Update BIOS and drivers
IMPORTANT: Whenever possible, update to the latest BIOS, rmware, and drivers before troubleshooting.
Note that some customer company policies prohibit updates. Check your company policy before taking action.
The updates may include xes for your computer issues, and they may also enhance system performance. HP
continually improves the update process to make it easier. The BIOS update can be done locally through a
manual process, through an automatic installation, or through a remote installation on multiple units.
Manually updating BIOS and drivers
●
See the Computer Setup chapters to manually update BIOS and drivers.
●
Refer to specic BIOS update installation instructions that accompany the download.
Remotely deploying BIOS and drivers
Instead of manually searching for and downloading each SoftPaq, users and IT personnel can use two tools to
identify and download all appropriate SoftPaqs for the selected HP models.
●
HP SoftPaq Download Manager (SDM) is a software tool designed to streamline the download,
extraction, and installation process of SoftPaqs, including BIOS and drivers.
●
HP System Software Manager (SSM) is a software tool designed to simplify the deployment of SoftPaqs
to HP computers.
Analyze the issue
5. Remove or uninstall recently added hardware, software
HP has designed this computer and validated it using a full-range hardware and software qualication matrix.
If an issue appears to have started recently, it may be related to the recent addition of hardware or software.
A good method to determine the root cause is to remove recently added components or uninstall applications
one at a time and restart the computer when necessary.
IMPORTANT: After you have completed the process of uninstalling hardware or software and are ready to
reinstall, when installing a new device be sure that it is seated properly and all cables are correctly connected.
After installing the device, restart the computer and make sure the new device is powered on. In addition, if
the new device is a root cause of a problem, it could cause a conict in drivers or incompatibility issues with
other programs installed. For any new hardware you have added, be sure to install the latest drivers available
from the device vendor website.
General troubleshooting steps 81
6. HP Hardware Diagnostics and Tools
HP oers dierent diagnostics and tools to diagnose hardware failure. This section describes how to use
some of these tools. Make sure to check for the latest versions before use.
HP PC Hardware Diagnostics (UEFI)
HP PC Hardware Diagnostics is a Unied Extensible Firmware Interface (UEFI) that allows you to run diagnostic
tests to determine whether the computer hardware is functioning properly. The HP PC Hardware Diagnostics
(UEFI) tool is built within BIOS (basic memory and hard drive diagnostics only), or within new hard drives
themselves. These drives contain more advanced versions of the diagnostic tool than the BIOS-based version.
In addition, for HP authorized service partners and IT professionals who need to support a mixed environment
of older and newer HP/Compaq PCs, the HP PC Diagnostics 3-in-1 USB Key is a diagnostic tool that supports a
wide range of HP Desktop and Notebook computers.
The tool runs outside the operating system so that it can isolate hardware failures from issues that are
caused by the operating system or other software components. In reality, many problems can be determined
using this tool if the issue is a defective part or a loose connection (i.e., reseating keyboard cable after the
tool reports a keyboard error).
The tool has three major functions:
●
System Tests - Check the computer’s hardware to assure everything is functioning properly. If your
system won’t boot into Windows, try the Quick System Test. For more comprehensive testing, use the
Extensive System Test option. If the System Test did not detect a hardware problem, continue with the
Component Tests.
●
Component Tests – Focus on selected hardware components in your computer.
●
Firmware Management – Update your computer’s BIOS to the latest version (available separately) or roll
back to a previous version.
To start HP PC Hardware Diagnostics (UEFI):
1. Turn on or restart the computer, quickly press the esc button on the computer, and then press F2. The
BIOS searches three places for the diagnostic tools, in the following order:
a. Connected USB drive
b. Hard drive
c. BIOS
82 Chapter 7 Troubleshooting guide
2. When the diagnostic tool opens, use the keyboard arrow keys to select the type of diagnostic test you
want to run, and then follow the on-screen instructions.
Screen shot appearance may vary.
NOTE: Users should utilize this tool, especially when the computer cannot boot to Windows.
NOTE: If a component fails a test, write down the information so it is available when contacting support.
The information is also available in Test Logs on the Main Menu.
For more information, see the chapter titled “Using HP PC Hardware Diagnostics (UEFI).”
General troubleshooting steps 83
HP Support Assistant (HPSA)
HP Support Assistant (HPSA) helps you maintain peak performance and resolve problems through automatic
updates, built-in diagnostics, and a variety of assistance options. HPSA is preinstalled on every new HP PC
with Windows 7, Windows 8, or Windows 10. HP is continually improving this tool. Please verify the latest
version is installed to receive the most benet. For more information, see HP Support Assistant.
NOTE: HPSA can be used only if the computer boots into Windows. If the computer does not boot into
Windows, use HP PC Hardware Diagnostics (UEFI) instead.
HPSA also integrates diagnostics and tools that help resolve issues. See example screen shots as follows.
84 Chapter 7 Troubleshooting guide
HP BIOS Conguration Utility (BCU)
HP BCU is a free utility that captures the BIOS settings and their values. This tool provides a text le of the
computer’s BIOS conguration. This can help identify any settings that may be contributing to an issue.
In some cases, it may help to compare this BIOS text le to the default settings of the computer.
For more information, see the HP BIOS Conguration Utility (BCU) User guide.
NOTE: HP recommends that you reset BIOS before trying BCU. Resetting the BIOS is always available and
relatively quick to try, whereas BCU takes extra time and eort.
HP Image Diagnostic Tool
Available to HP Authorized Support Partners (ASPs) and users from the HP public ftp site, this tool collects
information about the current state of the computer, including product serial number, platform and BIOS
information, and information about user-installed software and hardware components. HP encourages you to
review the report before sending it to support. The report may assist you with diagnostics and solutions to
problems you encounter.
HP Thermal Monitor
NOTE: Available only to authorized service providers/technicians.
Available only for HP internal use, HP Thermal Monitor can be used to stress the processor and GPU and
monitor the temperature values of various components in the system. The components that are currently
monitored include the processor, GPU, ACPI thermal zones, hard drive, and battery. The tool reads the
temperatures of the components, logs the data, and helps to determine whether the computer would
overheat in the event of thermal shutdown, fan spinning loud, etc.
Non HP diagnostics tools
Windows-to-Go USB
Windows-To-Go USB is a Microsoft-based tool for Enterprise editions of Windows that can help in
troubleshooting. You can nd a process online about how to create a live Windows USB drive. For more
information, see Windows To Go: Feature Overview.
Intel Processor Diagnostic Tool
Determine what processor is in your computer and verify the processor operating frequency. The tool also
tests specic processor features and performs a stress test on the processor. For more information, see
http://www.intel.com/support/processors/sb/CS-031726.htm?iid=subhdr+tools_procdiagtool.
General troubleshooting steps 85
7. Status lights, blinking light codes, troubleshooting lights, and POST error messages
Carefully observe any behavior the computer may be exhibiting: status lights, blinking lights, and POST error
messages during boot. It is important to understand what these indicators mean.
Status lights
See the chapter titled “External Component Identication” for light locations. The following table describes
basic lights on the computer.
Component Description
Power button When the computer is o, press the button to turn on the computer.
When the computer is on, press the button briey to initiate Sleep (Windows) or Suspend
(Linux).
When the computer is in the Sleep state, press the button briey to exit Sleep (Windows) or
Suspend (Linux).
When the computer is in Hibernation, press the button briey to exit Hibernation.
CAUTION: Pressing and holding down the power button results in the loss of unsaved
information.
If the computer has stopped responding and operating system shutdown procedures are
ineective, press and hold the power button.
Front power light On: The computer is on.
Blinking: The computer is in the Sleep state.
O: The computer is o.
Front AC adapter and battery light White: The computer is connected to external power and the battery is charged from 90 to
99 percent.
Amber: The computer is connected to external power and the battery is charged from 0 to 90
percent.
Blinking amber: A battery that is the only available power source has reached a low battery
level. When the battery reaches a critical battery level, the battery light begins blinking
rapidly. By default, the critical battery level is dened in Power Options as 5%.
O: The battery is fully charged.
Front hard drive light Blinking white: The hard drive is being accessed.
Amber: HP 3D DriveGuard has temporarily parked the hard drive.
Rear AC adapter light White: The computer is connected to external power.
O: The computer is not connected to external power.
86 Chapter 7 Troubleshooting guide
Blinking light codes
During startup, the computer may not boot properly. If this occurs, blinking light codes that will help identify
what is causing the issue. The computer uses the blinking lights below to identify a hardware component that
reports an error during startup. For more information, see Blinking lights and boot error codes on page 137.
Table 7-5 Boot-error codes
Blink codes Error
Amber battery light: blinks 1 Hz continuously Embedded controller unable to load rmware
Caps/num lock lights = 1 blink Processor not executing code
Caps/num lock lights = 2 blinks BIOS recovery code unable to nd valid BIOS recovery image
Caps/num lock lights = 3 blinks Memory module error
Caps/num lock lights = 4 blinks Graphics controller error
Caps/num lock lights = 5 blinks System board error
Caps/num lock lights = 6 blinks Intel Trusted Execution Technology (TXT) Error
Caps/num lock lights = 7 blinks Sure Start unable to nd valid BIOS Boot Block image
Caps/num lock lights = 8 blinks Sure Start has identied a problem (Manual Recovery Policy Set)
POST error messages
The Power-On Self-Test (POST) is a series of diagnostic tests that runs automatically when the computer is
powered on. If the POST encounters a problem, visual error messages are displayed before the operating
system starts. POST checks the following items to ensure that the computer system is functioning properly:
●
Memory
●
Processors
●
BIOS
●
Mass storage devices
●
Fans
The following table describes errors encountered during HP PC Hardware Diagnostics (UEFI).
Table
7-6 System diagnostics failure codes and user actions
Error
Test description Failure description
Startup Test Memory module 200 Attempt to reseat the memory module and then repeat the test.
Startup Test Hard Disk 1 SMART 301 Attempt to reseat the hard drive and repeat the test. The hard
code Suggested user actions
See the support document titled Overview of How to
Troubleshoot Problems When a Computer Does Not Start Up or
Boot Properly for details on troubleshooting issues related to the
memory module.
drive may have failed.
Boot Device Manager Boot device not found 3F0 Reset BIOS. Then reseat the hard drive and repeat the test.
BIOS Recovery BIOS Recovery Occurred 500 This message indicates that BIOS recovery was completed
successfully. No further action is required.
General troubleshooting steps 87
Table 7-6 System diagnostics failure codes and user actions (continued)
BIOS Application BIOS Application Error 501 The BIOS installation may have become corrupted. Download the
CMOS Recovery CMOS Recovery Occurred 502 This message indicates that CMOS recovery was completed
Battery Check Primary Battery Replace 601 This message indicates that the primary battery has very low
Wireless Modules Not installed or responding 701 Reseat the wireless LAN adapter module and antennas.
Fan Fan not operating correctly 90B The system fan may be malfunctioning. Replace the fan.
Power Good (Troubleshooting) lights
latest version of the BIOS and install it.
If reinstalling the BIOS fails, contact support for further
assistance.
successfully. No further action is required.
capacity. See Checking the Status of the Battery for details on
using the HP Support Assistant to verify the battery capacity and,
if necessary, order a replacement.
Because seating or reseating a wireless LAN adapter is unique to
each computer model, see the WLAN module removal section in
the removal and replacement chapter for further details.
Contact support if third-party wireless adapters are installed in
the computer.
HP has added troubleshooting power lights to ZBook G3 Mobile Workstations (Studio, ZBook 15, and ZBook
17) to help troubleshoot power-on issues. The lights indicate when the system board power rails are unstable
and/or the system needs a hardware reset.
These lights should be visible after removing the service door or bottom
cover. Consult with support for platform-specic locations of the lights.
●
Example: System board is good. Lights that turn on briey (< 1 second) and immediately turn o indicate
Troubleshooting lights diagram
normal function. In this case, system (3.3V), power good (3.3V), and system reset (3.3V) are all good and
troubleshooting lights should not be lit. However, other external lights should be lit as normal
afterward.
Troubleshooting lights
External lights Action Note
O On Do not replace system board No power-on issue
On O Replace board Power-on issue
88 Chapter 7 Troubleshooting guide
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