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HP ZBook 15 G4 Mobile Workstation
Maintenance and Service Guide
IMPORTANT! This document is intended for
HP authorized service providers only.
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© Copyright 2017 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.
In accordance with Microsoft’s support policy,
HP does not support the Windows 8 or
Windows 7 operating system on products
congured with Intel and AMD 7th generation
and forward processors or provide any
Windows 8 or Windows 7 drivers on
http://www.support.hp.com.
The information contained herein is subject to
change without notice. The only warranties for
HP products and services are set forth in the
express warranty statements accompanying
such products and services. Nothing herein
should be construed as constituting an
additional warranty. HP shall not be liable for
technical or editorial errors or omissions
contained herein.
Product notice
This guide describes features that are common
to most models. Some features may not be
available on your computer.
Not all features are available in all editions or
versions of Windows. Systems may require
upgraded and/or separately purchased
hardware, drivers, software or BIOS update to
take full advantage of Windows functionality.
Windows 10 is automatically updated, which is
always enabled. ISP fees may apply and
additional requirements may apply over time
for updates. Go to http://www.microsoft.com
for details.
To access the latest user guides or manuals for
your product, go to http://www.hp.com/
support, and select your country. Select Find
your product, and then follow the on-screen
instructions.
Software terms
By installing, copying, downloading, or
otherwise using any software product
preinstalled on this computer, you agree to be
bound by the terms of the HP End User License
Agreement (EULA). If you do not accept these
license terms, your sole remedy is to return the
entire unused product (hardware and software)
within 14 days for a full refund subject to the
refund policy of your seller.
For any further information or to request a full
refund of the price of the computer, please
contact your seller.
First Edition: April 2017
Document Part number: 915575-001
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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 60950-1).
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iv Safety warning notice
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Table of contents
1 Product description ....................................................................................................................................... 1
2 Components .................................................................................................................................................. 6
Right ....................................................................................................................................................................... 6
Left ......................................................................................................................................................................... 8
Display .................................................................................................................................................................... 9
Keyboard area ...................................................................................................................................................... 10
TouchPad ........................................................................................................................................... 10
Lights ................................................................................................................................................. 11
Buttons and ngerprint reader ......................................................................................................... 12
Special keys ....................................................................................................................................... 13
Action keys ........................................................................................................................................ 14
Bottom ................................................................................................................................................................. 15
Front ..................................................................................................................................................................... 16
Labels ................................................................................................................................................................... 17
3 Illustrated parts catalog .............................................................................................................................. 18
Computer major components .............................................................................................................................. 18
Bracket Kit ............................................................................................................................................................ 21
Display assembly subcomponents ...................................................................................................................... 22
Cable Kit ............................................................................................................................................................... 23
Plastics Kit ........................................................................................................................................................... 24
Mass storage devices ........................................................................................................................................... 25
Miscellaneous parts ............................................................................................................................................. 26
4 Removal and replacement procedures preliminary requirements .................................................................... 27
Tools required ...................................................................................................................................................... 27
Service considerations ......................................................................................................................................... 27
Plastic parts ....................................................................................................................................... 27
Cables and connectors ...................................................................................................................... 28
Drive handling ................................................................................................................................... 28
Grounding guidelines ........................................................................................................................................... 28
Electrostatic discharge damage ........................................................................................................ 28
Packaging and transporting guidelines .......................................................................... 30
Workstation guidelines ................................................................................ 30
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5 Removal and replacement procedures for Authorized Service Provider parts ................................................... 32
Component replacement procedures .................................................................................................................. 32
Display subcomponents (bezel, panel, camera) ............................................................................... 32
Bottom cover ..................................................................................................................................... 36
Battery ............................................................................................................................................... 37
Memory module ................................................................................................................................ 38
Solid-state drive (M.2) ....................................................................................................................... 40
WLAN module .................................................................................................................................... 41
WWAN module ................................................................................................................................... 43
Smart card reader .............................................................................................................................. 45
Hard drive .......................................................................................................................................... 46
RTC battery ........................................................................................................................................ 48
Keyboard ........................................................................................................................................... 49
Heat sink assembly ........................................................................................................................... 52
Graphics board .................................................................................................................................. 56
Speakers ............................................................................................................................................ 57
TouchPad module .............................................................................................................................. 58
LED board .......................................................................................................................................... 59
Fans ................................................................................................................................................... 60
Fingerprint reader board ................................................................................................................... 61
System board .................................................................................................................................... 62
Display assembly ............................................................................................................................... 65
Lock bracket ...................................................................................................................................... 73
6 Troubleshooting guide ................................................................................................................................. 74
Resources ............................................................................................................................................................. 75
General troubleshooting steps ............................................................................................................................ 75
Identify the issue ............................................................................................................................... 76
1. Understand the issue .................................................................................................. 76
Boot up sequence ......................................................................................... 76
Failure classication ..................................................................................... 76
2. Examine the environment .......................................................................................... 78
3. Perform a visual inspection of hardware ................................................................... 79
4. Update BIOS and drivers ............................................................................................. 79
Manually updating BIOS and drivers ............................................................ 79
Remotely deploying BIOS and drivers .......................................................... 79
Analyze the issue ............................................................................................................................... 79
5. Remove or uninstall recently added hardware, software .......................................... 79
6. HP Hardware Diagnostics and Tools ........................................................................... 80
HP PC Hardware Diagnostics (UEFI) ............................................................. 80
HP Support Assistant (HPSA) ....................................................................... 82
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HP BIOS Conguration Utility (BCU) ............................................................. 83
HP Image Diagnostic Tool ............................................................................. 83
HP Thermal Monitor ..................................................................................... 83
Non HP diagnostics tools ............................................................................. 83
7. Status lights, blinking light codes, troubleshooting lights, and POST error
messages ........................................................................................................................ 84
Status lights .................................................................................................. 84
Interpreting system validation diagnostic front panel LEDs and
audible codes
POST error messages ................................................................................... 86
Power Good (Troubleshooting) lights .......................................................... 88
Resolve the issue ............................................................................................................................... 89
8. Hard reset .................................................................................................................... 89
9. Soft reset (Default Settings) ....................................................................................... 90
10. Reseat cables and connections ................................................................................ 90
11. Test with minimum 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 ............................................................................. 99
Battery discharges too fast .......................................................................................... 100
Burnt smell .................................................................................................................... 101
POST ................................................................................................................................................ 101
No video (with power) ................................................................................................... 101
Blinking lights ............................................................................................................... 102
Diagnostics error messages ......................................................................................... 103
BIOS password .............................................................................................................. 104
Performance (OS) ............................................................................................................................ 104
Intermittent shutdown ................................................................................................. 105
Blue screen .................................................................................................................... 106
................................................................................................ 85
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Freeze at Windows Logo (hang/lockup) ....................................................................... 108
Electromagnetic Interference (EMI) .............................................................................. 109
No wake up .................................................................................................................... 110
Unresponsive ................................................................................................................ 111
Slow performance ......................................................................................................... 111
HP Smart Adapter warning message ........................................................................... 112
Incorrect time and date ................................................................................................ 112
Display ............................................................................................................................................. 113
Display anomalies ......................................................................................................... 113
Symptom .................................................................................................... 113
Quick check ................................................................................................. 114
HP PC Hardware Diagnostics (UEFI) for video test ..................................... 114
Display assembly diagram ......................................................................... 115
Dead pixel ..................................................................................................................... 115
No video (internal) ........................................................................................................ 115
No video (external) ....................................................................................................... 116
DisplayPort/VGA ........................................................................................................... 116
HDMI .............................................................................................................................. 116
No or bad external video via docking ........................................................................... 117
Incorrect or missing color/distorted image .................................................................. 117
Touch screen ................................................................................................................. 118
I/O devices ....................................................................................................................................... 119
Keyboard ....................................................................................................................... 119
Keyboard point stick ..................................................................................................... 120
Keyboard backlight ....................................................................................................... 120
TouchPad ....................................................................................................................... 121
Network Connectivity Ethernet (RJ-45 jack) ................................................................ 121
Network connectivity wireless (WLAN) ........................................................................ 122
WWAN ............................................................................................................................ 123
USB ................................................................................................................................ 124
Smart card reader ......................................................................................................... 125
Speaker, headphone - audio issues .............................................................................. 126
Thunderbolt (TB) ........................................................................................................... 127
Thunderbolt 3 dock ....................................................................................................... 128
Storage ............................................................................................................................................ 129
Hard drive/solid-state drive not recognized ................................................................ 130
No boot to operating system (no read/write error) ..................................................... 130
Read-write error ........................................................................................................... 131
Slow performance ......................................................................................................... 131
Blue screen (BSOD) error .............................................................................................. 131
Noisy hard drive ............................................................................................................ 132
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Mechanical ....................................................................................................................................... 133
Fan error message - 90B .............................................................................................. 133
Noise (sound) ................................................................................................................ 134
Fan runs constantly ...................................................................................................... 135
Thermal shutdown (hot) ............................................................................................... 136
Stuck power button ...................................................................................................... 137
Additional information ...................................................................................................................................... 137
Acronyms ......................................................................................................................................... 137
Blinking lights and boot error codes ............................................................................................... 138
Processor not executing code ...................................................................................... 138
BIOS recovery code unable to nd valid BIOS recovery image ..................................... 138
Memory module error ................................................................................................... 139
Graphics Controller Error (No Controller) ..................................................................... 139
Failure - System Board Error ........................................................................................ 139
Intel Trusted Execution Technology (TXT) Error .......................................................... 139
Sure Start unable to nd valid BIOS Boot Block image ................................................ 139
Sure Start has identied a problem (Manual Recovery Policy Set) .............................. 140
POST Error Messages and User Actions .......................................................................................... 140
Routine Maintenance for Performance Improvement .................................................................... 141
Common Blue Screen Error Messages ............................................................................................ 142
Error message list ......................................................................................................... 142
Bug check symbolic names ........................................................................................... 142
Microsoft general troubleshooting of Windows bug check codes ............................... 143
Use Windows Debugging Tool ......................................................................................................... 143
Windows Software Development Kit (SDK) .................................................................. 144
Display Issue: Pixel Anomalies ........................................................................................................ 148
Cable management ......................................................................................................................... 149
Connector types .............................................................................................................................. 150
7 Computer Setup (BIOS), TPM, and HP Sure Start ........................................................................................... 152
Using Computer Setup ....................................................................................................................................... 152
Starting Computer Setup ................................................................................................................ 152
Using a USB keyboard or USB mouse to start Computer Setup (BIOS) ........................ 152
Navigating and selecting in Computer Setup ................................................................................. 152
Restoring factory settings in Computer Setup ............................................................................... 153
Updating the BIOS ........................................................................................................................... 153
Determining the BIOS version ...................................................................................... 153
Downloading a BIOS update ......................................................................................... 154
Changing the boot order using the f9 prompt ................................................................................ 155
TPM BIOS settings (select products only) ......................................................................................................... 155
Using HP Sure Start (select products only) ....................................................................................................... 155
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8 Using HP PC Hardware Diagnostics (UEFI) ..................................................................................................... 156
Downloading HP PC Hardware Diagnostics (UEFI) to a USB device .................................................................. 156
9 Backing up, restoring, and recovering ......................................................................................................... 158
Creating recovery media and backups .............................................................................................................. 158
Creating HP Recovery media (select products only) ....................................................................... 158
Using Windows tools ......................................................................................................................................... 159
Restore and recovery ......................................................................................................................................... 160
Recovering using HP Recovery Manager ........................................................................................ 160
What you need to know before you get started ........................................................... 160
Using the HP Recovery partition (select products only) .............................................. 161
Using HP Recovery media to recover ............................................................................ 161
Changing the computer boot order .............................................................................. 162
Removing the HP Recovery partition (select products only) ....................................... 163
10 Specications .......................................................................................................................................... 164
Computer specications .................................................................................................................................... 164
Hard drive specications ................................................................................................................................... 165
M.2 solid-state drive specications .................................................................................................................. 166
M.2 PCIe solid-state drive specications .......................................................................................................... 167
11 Statement of memory volatility ................................................................................................................ 168
Nonvolatile memory usage ............................................................................................................................... 170
Questions and answers ..................................................................................................................................... 172
Using HP Sure Start (select models only) .......................................................................................................... 173
12 Power cord set requirements .................................................................................................................... 174
Requirements for all countries .......................................................................................................................... 174
Requirements for specic countries and regions ............................................................................................. 175
13 Recycling ................................................................................................................................................ 177
Index ........................................................................................................................................................... 178
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1 Product description
Category Description
Product Name HP ZBook 15 G4 Mobile Workstation
Processors 7th Generation Intel® Core™ processors
Intel Core i7-7820HQ 2.9-GHz (turbo up to 3.9-GHz) processor (2400-MHz front-side bus
(FSB), 8.0-MB L3 cache, 45 W)
Intel Core i7-7700HQ 2.8-GHz (turbo up to 3.8-GHz) processor (2400-MHz FSB, 6.0-MB L3
cache, 45 W)
Intel Core i5-7440HQ 2.8-GHz (turbo up to 3.8-GHz) processor (2400-MHz FSB, 6.0-MB L3
cache, 45 W)
Intel Core i5-7300HQ 2.5-GHz (turbo up to 3.5-GHz) processor (2400-MHz FSB, 6.0-MB L3
cache, 45 W)
7th Generation Intel Xeon processors
Intel Xeon E3-1535M v6, 3.1-GHz (turbo up to 4.2-GHz) processor (2400-MHz front-side bus
(FSB), 8.0-MB L3 cache, 45 W)
Intel Xeon E3-1505M v6, 3.0-GHz (turbo up to 4.0-GHz) processor (2133-MHz front-side bus
(FSB), 8.0-MB L3 cache, 45 W)
Chipset Mobile Intel CM238 chipset
Graphics Intel UMA Graphics - with shared video memory
GT2 Integrated Graphics
Discrete MXM daughter card
●
NVIDIA® Quadro® M2200M (N17P-Q3 with 4-GB GDDR5 graphics subsystem memory
(256-MB×32, 1.35-V, 6Gbps, Qty 4)
●
NVIDIA Quadro M1200M (N17P-Q1 with 4-GB GDDR5 graphics subsystem memory (256MB×32, 1.35-V, 6Gbps, Qty 4)
●
NVIDIA Quadro M620 (N17M-Q3 with 2-GB GDDR5 graphics subsystem memory (128MB×32, 1.35-V, 6 or 7 Gbps, Qty 4)
●
AMD Radeon Pro™ WX4150 (256-MB×32, 1.35-V, 1500 MHz, Qty 4)
Support "No Discrete Graphics" option
Support for hybrid (switchable) graphics
Support NVIDIA Optimus Technology
Support AMD Enduro Technology
Support for open GL
Support for DisplayPort 1.2 (supported through Thunderbolt 3)
Support for up to 4 total displays (discrete); 3 displays (UMA) through docking station
Support for NVIDIA Mosaic Technology
Support AMD Eyenity Technology
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Category Description
Panel 39.6 cm (15.6 in), antiglare, LED backlight, 16:9 aspect ratio
●
FHD (1920×1080), SVA, 60% CG, slim, 300 nits with or without camera
●
FHD (1920×1080), UWVA, 72% CG. slim, 300 nits with or without camera
●
FHD (1920×1080), UWVA, 72% CG, slim, 300 nits, touch screen, with camera
●
UHD (3840×2160), UWVA, Dream Color 3, 95% NTSC, 340 nits with or without camera
Memory Four customer-accessible/upgradable memory module slots
Support for DDR4 2133-MHz, dual channel memory
Support for DDR4 2400-MHz, single channel memory
Support for 64-GB of system RAM in the following congurations:
DDR4-2400 (for use in models with Core processors):
●
65536-MB total system memory (16384-MB×4)
●
32768-MB total system memory (16384-MB×2 or 8192-MB×4)
●
16384-MB total system memory (16384-MB×1, 8192-MB×2, or 4096-MB×4)
●
8192-MB total system memory (8192-MB×1, 4096-MB×2)
ECC DDR4-2400 (for use in models with Xeon processors):
●
65536-MB total system memory (16384-MB×4)
●
32768-MB total system memory (16384-MB×2 or 8192-MB×4)
●
16384-MB total system memory (16384-MB×1, 8192-MB×2)
●
8192-MB total system memory (8192-MB×1)
Primary M.2 M.2 (NGFF) SS/DS Solid State Drive (2280)
SATA
512-GB SATA-3 SS TLC FIPS-140-2
256-GB SATA-3 Self-Encrypting Drive (Opal 2) TLC
PCIe
1-TB, NVMe, MLC (Z Turbo Drive)
512-GB, NVMe, MLC (Z Turbo Drive)
512-GB, NVMe, Opal 2, TLC (Z Turbo Drive)
256-GB, NVMe, MLC (Z Turbo Drive)
256-GB, NVMe,TLC (Z Turbo Drive)
Secondary M.2 M.2 (NGFF) SS/DS Solid State Drive (2280) (only available if primary M.2 drive is selected):
SATA
512-GB SATA-3 SS TLC FIPS-140-2
256-GB SATA-3 Self-Encrypting Drive (Opal 2) TLC
PCIe (not available if primary M.2 SATA drive is selected)
1-TB, NVMe, MLC (Z Turbo Drive)
512-GB, NVMe, MLC (Z Turbo Drive)
512-GB, NVMe, Opal 2, TLC (Z Turbo Drive)
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Category Description
256-GB, NVMe, MLC (Z Turbo Drive)
256-GB, NVMe,TLC (Z Turbo Drive)
Primary 2.5-in SATA hard drive Primary 2.5-in storage not required if PCIe SSD selected
Support for 6.35-cm (2.5-in) hard drives in 7.0-mm (.28-in) thickness
Support for 3D DriveGuard hard drive protection
Support for the following hard drives:
●
1-TB, 5400-rpm
●
500-GB, 7200-rpm
●
500-GB, 7200-rpm, self-encrypting drive, OPAL 2
●
500-GB, 5400-rpm, self-encrypting drive, FIPS
●
500-GB, 5400-rpm, hybrid SSD 8 GB cache
Support for the following 6.35-cm (2.5-in) solid-state drives:
●
1-TB SATA-3, TLC
●
256-GB SATA-3, TLC
Audio and video Stereo speakers (2)
Dual array microphone (dual mic conguration tied to camera)
HP Bang & Olufsen Audio
HD 720p camera
Intel SST Audio
Support for no camera option
Ethernet Intel I219-LM Gigabit Network Connection (10/100/1000 Ethernet)
S3/S4/S5 wake on LAN
Wireless WLAN
WLAN options via minicard
Two WLAN antennas built into display assembly
Support "No WLAN/No Bluetooth" option
IBluetooth Disabled IOPT
Support for Miracast
Support for the following WLAN formats:
●
Intel Dual band wireless-AC 8265 802.11AC 2x2 WiFi + BT 4.2 Combo Adaptor (vPro)
●
Intel Dual band wireless-AC 8265 802.11AC 2x2 WiFi + BT 4.2 Combo Adaptor (non-vPro)
WPAN
Bluetooth® 4.2 only supported via combo card
WWAN
SIM Module (3FF/mini SIM) (user accessible behind battery)
Two WWAN antennas built into display assembly
WWAN antennas (2) (world wide 5 band, congured at top of panel on all units except UHD)
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Category Description
Supports "No WWAN" option
Supports WWAN after market option
Support for the following WWAN formats:
●
Huawei HP It4132, LTE/HSPA+ 4G w/GPS M.2
●
Fibocom HP hs3210 WW HSPA+ w/o GPS
External media cards Integrated SD UHS-II 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)
(2) USB 3.0 Ports
HDMI
VGA (Dsub 15 pin) supporting: 1920×1200 external resolution @ 75 Hz, hot plug and unplug
and auto detection for correct output to wide-aspect vs. standard aspect video
Docking Support for HP Thunderbolt Docking Station
Keyboard/pointing devices Keyboard
Full-size, chiclet, island-style, backlit (and non-backlit) keyboard with numeric keypad
DuraKeys
Spill resistant with drain
Windows 10 Dual Point (3 pick buttons point stick x 3 pick buttons TouchPad)
TouchPad
On/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 AC adapter
150-W HP Smart Adapter, slim
Battery
9-cell, 90-WHr, 2.635-AHr, Li-ion battery (long-life)
Security Support security lock
4 Chapter 1 Product description
Power cord (localized)
3-wire plug (with ground pin) (C5) 1.0m with tags
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Category Description
Trusted platform module (TPM 9670) 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 smart cards)
Operating system Preinstalled
Windows 10 Home 64 High-end
Windows 10 Home 64 High-end Single Language
Windows 10 Home 64 Chinese Market CPPP
Windows 10 Professional 64
FreeDOS 2.0
Restore media
Windows 10 DRUSB
Windows 10 DRDVD
Win 10 Pro 64 OSUSB
Win 10 Pro 64 OSDVD
Supported
Red Hat Enterprise Linux (RHEL) 7.x 64 bit
Web-only support
Windows 10 Enterprise 64
Windows 10 Enterprise 64 LTSB 1507
Tested and documented
Windows 7 Professional 64
Windows 7 Enterprise 64
Serviceability End user replaceable parts
AC adapter
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2 Components
Right
NOTE: The term “hard drive”, “hard disk”, and/or “solid-state drive (SSD)” is used to generically refer the
computer’s primary mass storage.
Component Description
(1) Smart card reader Supports optional smart cards.
(2) Audio-out (headphone)/Audio-in (microphone)
combo jack
(3) USB 3.x SuperSpeed ports (2) Connect a USB device, such as a cell phone, camera, activity
(4) HDMI port Connects an optional video or audio device, such as a high-
Connects optional powered stereo speakers, headphones,
earbuds, a headset, or a television audio cable. Also connects an
optional headset microphone. This jack does not support
optional standalone microphones.
WARNING! To reduce the risk of personal injury, adjust the
volume before putting on headphones, earbuds, or a headset.
For additional safety information, refer to the Regulatory,
Safety, and Environmental Notices.
To access this guide:
1. Type support in the taskbar search box, and then select
the HP Support Assistant app.
‒ or –
Click the question mark icon in the taskbar.
2. Select My PC, select the Specications tab, and then
select User Guides.
NOTE: When a device is connected to the jack, the computer
speakers are disabled.
tracker, or smartwatch, and provides high-speed data transfer.
denition television, any compatible digital or audio
component, or a high-speed High Denition Multimedia
Interface (HDMI) device.
6 Chapter 2 Components
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Component Description
(5) USB Type-C SuperSpeed and Thunderbolt ports
(2)
(6) Power connector Connects an AC adapter.
(7) Battery light When AC power is connected:
When the computer is on, connect and charge USB devices that
have Type-C connectors, such as cell phones, cameras, activity
trackers, or smartwatches, and provide high-speed data
transfer.
– or –
Connect to various USB, video, HDMI, and LAN devices.
NOTE: Cables and/or adapters (purchased separately) may be
required.
– or –
Connect a display device that has a USB Type-C connector,
providing display output.
NOTE: Your computer may also support a Thunderbolt
docking station.
– or –
Connect a DisplayPort device that has a USB Type-C connector,
providing display output.
●
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.
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Left
Component Description
(1) Security cable slot Attaches an optional security cable to the computer.
NOTE: The security cable is designed to act as a deterrent, but
it may not prevent the computer from being mishandled or
stolen.
(2) RJ-45 (network) jack/status lights Connects a network cable.
●
Green (right): The network is connected.
●
Blinking amber (left): Activity is occurring on the network.
(3) External monitor port Connects an external VGA monitor or projector.
(4) USB 3.x charging port When the computer is on, connects and charges a USB device,
such as a cell phone, camera, activity tracker, or smartwatch,
and provides high-speed data transfer.
(5) Memory card reader (select products only) Reads optional memory cards that store, manage, share, or
access information.
To insert a card:
1. Hold the card label-side up, with the connectors facing the
computer.
2. Insert the card into the memory card reader, and then
press in on the card until it is rmly seated.
To remove a card:
▲ Press in on the card, and then remove it from the memory
card reader.
8 Chapter 2 Components
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Display
Component Description
(1) WLAN antennas* (2) (internal; select products only) Send and receive wireless signals to communicate with wireless local
area networks (WLANs).
(2) WWAN antennas* (2) (internal; select products
only)
(3) Internal microphones (2) (select products only) Record sound.
(4) Camera light (select products only) On: The camera is in use.
(5) Camera (select products only) Records video and captures photographs. Some models allow you to
*The antennas are not visible from the outside of the computer. For optimal transmission, keep the areas immediately around the
antennas free from obstructions.
For wireless regulatory notices, see the section of the Regulatory, Safety, and Environmental Notices that applies to your country or
region.
To access this guide:
1. Type support in the taskbar search box, and then select the HP Support Assistant app.
‒ or –
Click the question mark icon in the taskbar.
2. Select My PC, select the Specications tab, and then select User Guides.
Send and receive wireless signals to communicate with wireless wide
area networks (WWANs).
video conference and chat online using streaming video.
To use the camera:
▲ Type camera in the taskbar search box, and then select
Camera.
Display 9
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Keyboard area
TouchPad
Component Description
(1) Pointing stick Moves the pointer on the screen.
(2) Left pointing stick button Functions like the left button on an external mouse.
(3) TouchPad on/o button/TouchPad light Turns the TouchPad on and o.
●
Amber: The TouchPad is o.
●
O: The TouchPad is on.
(4) TouchPad zone Reads your nger gestures to move the pointer or activate
items on the screen.
(5) Left TouchPad button Functions like the left button on an external mouse.
(6) Right pointing stick button Functions like the right button on an external mouse.
(7) Center pointing stick button Functions like the center button on an external mouse.
(8) Center TouchPad button Functions like the center button on an external mouse.
(9) Right TouchPad button Functions like the right button on an external mouse.
10 Chapter 2 Components
Page 21
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 lk light On: Num lock is on.
(5) Wireless light
(6) Mute 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 is o.
●
White: Microphone is on.
●
White: An integrated wireless device, such as a wireless
local area network (WLAN) device and/or a Bluetooth®
device, is on.
●
Amber: All wireless devices are o.
●
Amber: Computer sound is o.
●
White: Computer sound is on.
(7) TouchPad light
●
Amber: The TouchPad is o.
●
O: The TouchPad is on.
Keyboard area 11
Page 22
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, see your power
options.
▲ Type power options in the taskbar search box, and then
select Power Options.
‒ or –
Right-click the Power meter icon and then select
Power Options.
(2) Wireless button Turns the wireless feature on or o but does not establish a
12 Chapter 2 Components
wireless connection.
A wireless network must be set up before a wireless connection is
possible.
Page 23
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 keys
logon.
Component Description
(1) esc key Displays system information when pressed in combination with
the fn key.
(2) fn key Executes frequently used system functions when pressed in
combination with a function key, the num lk key, the esc key, or
other key.
See Action keys on page 14.
(3) Windows key Opens the Start menu.
NOTE: Pressing the Windows key again will close the Start
menu.
(4) Action keys Execute frequently used system functions.
See Action keys on page 14.
(5) num lk key Alternates between the navigational and numeric functions on
an integrated numeric keypad.
(6) Integrated numeric keypad A separate keypad to the right of the alphabet keyboard. When
num lk is pressed, the integrated keypad can be used like an
external numeric keypad.
NOTE: If the keypad function is active when the computer is
turned o, that function is reinstated when the computer is
turned back on.
Keyboard area 13
Page 24
Action keys
An action key performs the function indicated by the icon on the key. To determine which keys are on your
product, see Special keys on page 13.
▲
Icon Description
To use an action key, press and hold the key.
Initiates Sleep, which saves your information in system memory. The display and other system components
turn o and power is conserved. To exit Sleep, briey press the power button.
CAUTION: To reduce the risk of information loss, save your work before initiating Sleep.
Turns the keyboard backlight o or on.
NOTE: To conserve battery power, turn o this feature.
Switches the screen image among display devices connected to the system. For example, if a monitor is
connected to the computer, repeatedly pressing the hot key alternates the screen image from computer
display to monitor display to simultaneous display on both the computer and monitor.
Decreases the screen brightness incrementally as long as you hold down the key.
Increases the screen brightness incrementally as long as you hold down the key.
Decreases speaker volume incrementally while you hold down the key.
Increases speaker volume incrementally while you hold down the key.
Mutes the microphone.
NOTE: The action key feature is enabled at the factory. You can disable this feature by pressing and holding
the fn key and the left shift key. The fn lock light will turn on. After you have disabled the action key feature,
you can still perform each function by pressing the fn key in combination with the appropriate action key.
14 Chapter 2 Components
Page 25
Bottom
Component Description
(1) Speakers (2) Produce sound.
(2) Vents (2) Enable airow to cool internal components.
NOTE: The computer fan starts up automatically to cool
internal components and prevent overheating. It is normal
for the internal fan to cycle on and o during routine
operation.
Bottom 15
Page 26
Front
Component Description
(1) Wireless light
(2) Power light
(3) Battery light When AC power is connected:
●
White: An integrated wireless device, such as a
wireless local area network (WLAN) device and/or a
Bluetooth® device, is on.
●
Amber: All wireless devices are o.
●
On: The computer is on.
●
Blinking: The computer is in the Sleep state, a powersaving state. The computer shuts o power to the
display and other unneeded components.
●
O: The computer is o or in Hibernation.
Hibernation is a power-saving state that uses the
least amount of power.
●
White: The battery charge is greater than 90 percent.
●
Amber: The battery charge is from 0 to 90 percent.
●
O: The battery is not charging.
When AC power is disconnected (battery not charging):
●
Blinking amber: The battery has reached a low
battery level. When the battery has reached a critical
battery level, the battery light begins blinking
rapidly.
●
O: The battery is not charging.
(4) Drive light
(5) Speakers (2) Produce sound.
16 Chapter 2 Components
●
Blinking white: The hard drive is being accessed.
●
Amber: HP 3D DriveGuard has temporarily parked the
hard drive.
Page 27
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) Model name (select products only)
(2) Serial number
(3) Product number
(4) Warranty period
(5) Model number
●
Regulatory label(s)—Provide(s) regulatory information about the computer.
●
Wireless 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 17
Page 28
3 Illustrated parts catalog
Computer major components
18 Chapter 3 Illustrated parts catalog
Page 29
Item Component Spare part number
(1) Display assembly (Touch screen; FHD, UWVA; includes camera) 921058-001
(2) Display assembly (Non-touch; UHD, UWVA)
For more display assembly spare part information, see Display assembly subcomponents on page 22
Without camera 921059-001
With camera 921060-001
(3) Keyboard (backlit; includes TouchPad and keyboard cables)
For a list of keyboard country codes, see Keyboard on page 49.
The pointing stick cable is available in the Cable Kit using spare part number 848244-001.
(4) Top cover (includes thermal pad) 928426-001
(5) RTC battery (includes cable and double-sided adhesive) 922939-001
(6) TouchPad module
The TouchPad module cable is available in the Cable Kit using spare part number 848244-001.
(7) Graphics board (includes replacement thermal material)
NVIDIA Quadro M2200 graphics board 924955-001
NVIDIA Quadro M1200 graphics board 924954-001
NVIDIA Quadro M620 graphics board 924953-001
AMD Radeon Pro WX 4150 924956-001
(8) Hard drives or solid-state drives, 2.5-inch (does not include hard drive bracket or screws)
1-TB, solid-state drive 924027-001
1-TB, 5400-rpm 762990-002
500-GB, 5400-rpm, hybrid 8 GB 732000-002
848311-xx1
850944-001
500-GB, 7200-rpm 703267-002
500-GB, 5400-rpm, FIPS 820572-002
500-GB, 7200-rpm, self-encrypting 820573-002
Hard Drive Hardware Kit (not illustrated, includes hard drive bracket and screws) 848231-001
(9) LED board 848246-001
(10) Smart card reader
The smart card reader bracket is available in the Bracket Kit, spare part number 848232-001.
(11) Battery (9-cell, 90-WHr, 2.635-AHr, li-ion) 808452-002
(12) Fingerprint reader board (includes cable)
The ngerprint reader bracket is available in the Bracket Kit, spare part number 848232-001.
(13) Speakers (include cable) 848233-001
(14) Memory module (DDR4-2400)
For use in models with Intel Core processors
848245-001
850151-001
Computer major components 19
Page 30
Item Component Spare part number
For use in models with Xeon Core processors
Heat sink assembly (includes replacement thermal material)
(15) For use only in models with UMA graphics memory 922938-001
(16) For use only in models with Nvidia Quadro M1200 and M620 graphics boards 922935-001
(16) For use only in models with Nvidia Quadro M2200 graphics boards 922936-001
(16) For use only in models with the AMD Radeon Pro graphics board 922937-001
(17) Solid-state drive (SSD); M.2
SATA-3 drives, TLC:
●
16-GB 862396-852
●
8-GB 862398-852
●
4-GB 862397-852
●
16-GB 835886-002
●
8-GB 835887-002
●
512-GB, FIPS 921052-001
●
256-GB, TLC 932478-001
●
256-GB, self-encrypting drive (SED), OPAL 2 921053-001
Z Turbo drives; PCIe:
(18) WWAN module
HP lt4120 LTE/EVDO/HSPA+ Gobi 4G Mobile Broadband Module 800870-002
Fibocom HP hs3210 WW HSPA+ w/o GPS 918670-852
Huawei HP It4132, LTE/HSPA+ 4G w/GPS M.2 918671-852
(19) WLAN module
Intel Dual band wireless-AC 8265 802.11AC 2x2 WiFi + BT 4.2 Combo Adaptor (non-vPro) 910264-852
Intel Dual band wireless-AC 8265 802.11AC 2x2 WiFi + BT 4.2 Combo Adaptor (vPro) 918855-852
Fan
(20) Fan for use near the processor 848251-001
(21) Fan for use near the graphics board 848252-001
●
1-TB, MLC 921057-001
●
512-GB, self-encrypting drive (SED), OPAL 2, TLC 921054-001
●
512-GB, MLC 921056-001
●
256-GB, TLC 921055-001
●
256-GB, MLC 921051-001
(22) System board (includes replacement thermal material)
All system boards use the following part numbers:
20 Chapter 3 Illustrated parts catalog
Page 31
Item Component Spare part number
Equipped with an Intel Core i7-7820HQ processor 921048-xxx
Equipped with an Intel Core i7-7700HQ processor 921047-xxx
Equipped with an Intel Core i7-7440HQ processor 921046-xxx
Equipped with an Intel Core i7-7300HQ processor 921045-xxx
Equipped with an Xeon E3-1535M processor 921050-xxx
Equipped with an Xeon E3-1505M processor 921049-xxx
(23) Bottom cover (includes SSD therrmal pad) 928423-001
Bracket Kit
xxxxxx-001: Windows 7 or non-Windows operating systems
xxxxxx-601: Windows 10 operating system
Item Component Spare part number
Bracket Kit, includes: 848232-001
(1) USB-C bracket
(2) EDP bracket (display cable bracket)
(3) Fingerprint reader board bracket
(4) Smart card bracket
Bracket Kit 21
Page 32
Display assembly subcomponents
Item Component Spare part number
(1) Display bezel
For use only on computer models not equipped with a camera 848241-001
For use only on computer models equipped with a camera 850154-001
(2) Camera/microphone module (includes double-sided adhesive) 819336-006
Microphone module (includes double-sided adhesive) 854110-001
(3) Display panel
Includes display cable:
●
SVA 936518-001
●
UWVA 936519-001
22 Chapter 3 Illustrated parts catalog
Page 33
Item Component Spare part number
Does not include display cable:
(4) Display hinges (includes left and right hinges) 848242-001
(5) Display/Camera Cable Kit 848253-001
(6) Antenna Kit, WWAN 848229-001
(7) Antenna Kit, WLAN 848228-001
(8) Display rear cover 928422-001
Cable Kit
●
SVA 819354-004
●
UWVA 819355-005
Item Component Spare part number
Cable Kit, includes: 848244-001
(1) TouchPad cable
(2) Pointing stick cable
Cable Kit 23
Page 34
Plastics Kit
Item Component Spare part number
Plastics Kit, includes: 850152-001
(1) VGA cap
(2) Fingerprint reader bezel
(3) SD card reader insert
24 Chapter 3 Illustrated parts catalog
Page 35
Mass storage devices
Item Component Spare part number
(1) Solid-state drive, M.2
SATA-3 drives, TLC:
Z Turbo drives; PCIe:
(2) Hard drives and solid-state drives 2.5-inch (does not include hard drive bracket or screws)
1 TB, solid-state drive 924027-001
●
512-GB, FIPS 921052-001
●
256-GB, TLC 932478-001
●
256-GB, self-encrypting drive (SED), OPAL 2 921053-001
●
1-TB, MLC 921057-001
●
512-GB, self-encrypting drive (SED), OPAL 2, TLC 921054-001
●
512-GB, MLC 921056-001
●
256-GB, TLC 921055-001
●
256-GB, MLC 921051-001
Mass storage devices 25
Page 36
Item Component Spare part number
1-TB, 5400-rpm 762990-002
500-GB, 5400-rpm, hybrid 8 GB 732000-002
500-GB, 7200-rpm 703267-002
500-GB, 5400-rpm, FIPS 820572-002
500-GB, 7200-rpm, self-encrypting 820573-002
Hard Drive Hardware Kit, includes: 848231-001
(3a) Hard drive bracket
(3b) Hard drive cable
Miscellaneous parts
Component Spare part number
AC adapter
150-W HP Smart adapter (slim, 4.5-mm) 776620-001
Power cord (3-pin, black, 1.83-m)
For use in Europe 213350-012
For use in North America 213349-013
For use in Switzerland 213354-011
For use in Taiwan 393313-006
For use in Thailand 285096-010
For use in the United Kingdom and Singapore 213351-011
Screw Kit 848266-001
26 Chapter 3 Illustrated parts catalog
Page 37
4 Removal and replacement procedures
preliminary requirements
Tools required
You will need the following tools to complete the removal and replacement procedures:
●
Torx driver
●
Magnetic screwdriver
●
Phillips P0 and P1 screwdrivers
Service considerations
The following sections include some of the considerations that you must keep in mind during disassembly
and assembly procedures.
NOTE: As you remove each subassembly from the computer, place the subassembly (and all accompanying
screws) away from the work area to prevent damage.
Plastic parts
CAUTION: Using excessive force during disassembly and reassembly can damage plastic parts. Use care
when handling the plastic parts. Apply pressure only at the points designated in the
maintenance instructions.
Tools required 27
Page 38
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.
28 Chapter 4 Removal and replacement procedures preliminary requirements
Page 39
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
Grounding guidelines 29
Page 40
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.
30 Chapter 4 Removal and replacement procedures preliminary requirements
Page 41
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
Grounding guidelines 31
Page 42
5 Removal and replacement procedures for
Authorized Service Provider parts
CAUTION: Components described in this chapter should only be accessed by an authorized service provider.
Accessing these parts can damage the computer or void the warranty.
Component replacement procedures
This chapter provides removal and replacement procedures for Authorized Service Provider only parts.
There are as many as 75 screws that must be removed, replaced, and/or loosened when servicing the
computer. Make special note of each screw size and location during removal and replacement.
Display subcomponents (bezel, panel, camera)
NOTE: Touch display assemblies are spared as whole unit assemblies only. Non-touch display assemblies
are spared at the subcomponent level and as whole unit assemblies.
This section illustrates how to remove the display bezel, display panel, and camera module without removing
the display from the computer. The Display assembly on page 65 section illustrates removing all display
subcomponents.
Description Spare part number
Display assembly, non-touch, UHD, UWVA, without camera 921059-001
Display assembly, non-touch, UHD, UWVA, with camera 921060-001
Display assembly, touch screen, FHD, UWVA, with camera 921058-001
To remove the display assembly subcomponents, follow these steps:
1. Turn 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.
32 Chapter 5 Removal and replacement procedures for Authorized Service Provider parts
Page 43
b. Remove the display bezel.
The display bezel is available using the following spare part numbers:
848241-001: Models without a camera
850154-001: Models with a camera
3. If it is necessary to replace the display panel:
a. Remove the four Phillips PM2.0×3.0 screws that secure the display panel to the display enclosure.
Component replacement procedures 33
Page 44
CAUTION: Make sure the work surface is clear of tools, screws, and any other foreign objects.
Failure to follow this caution can result in damage to the display panel.
b. Lift the top edge of the display panel (1) and swing it up and forward until it rests upside down in
front of the display enclosure.
c. Release the adhesive strip that secures the display panel cable connector to the rear of the
display panel, and then disconnect the display panel cable from the display panel (2).
d. Remove the display panel from the computer (3).
The display panel is available using the following spare part numbers:
SVA panel with display cable: 936518-001
UWVA panel with display cable: 936519-001
SVA panel without display cable: 819354-004
UWVA panel without display cable: 819355-005
4. If it is necessary to replace the camera/microphone module or microphone module:
CAUTION: Handle the camera/microphone module and microphone module with caution. These
modules have a thin prole and are susceptible to damage when not handled carefully.
a. Detach the camera/microphone module (1) from the display enclosure. (The camera/microphone
module is attached to the display enclosure with double-sided adhesive.)
b. Disconnect the camera/microphone module cable (2) from the module.
34 Chapter 5 Removal and replacement procedures for Authorized Service Provider parts
Page 45
c. Remove the camera/microphone module (3).
The camera/microphone module is available using spare part number 819336-006. The
microphone module is available using spare part number 854110-001.
Reverse this procedure to reassemble and install the display assembly components.
Component replacement procedures 35
Page 46
Bottom cover
Description Spare part number
Bottom cover (includes SSD therrmal pad) 928423-001
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.
3. Lift the bottom cover o the computer (2).
Reverse this procedure to install the bottom cover.
36 Chapter 5 Removal and replacement procedures for Authorized Service Provider parts
Page 47
Battery
Description Spare part number
9-cell, 90-WHr, 2.635-AHr, li-ion battery 808452-002
Before removing the battery, follow these steps:
1. Turn 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 36).
Remove the battery:
WARNING! To reduce potential safety issues, use only the user-replaceable battery provided with the
computer, a replacement battery provided by HP, or a compatible battery purchased from HP.
CAUTION: Removing a user-replaceable battery that is the sole power source for the computer can cause
loss of information. To prevent loss of information, save your work or shut down the computer through
Windows before removing the battery.
1. Disconnect the battery cable from the system board (1).
2. Loosen the three Phillips screws (2) that secure the battery to the computer.
3. Remove the battery (3) from the computer.
Reverse this procedure to install the battery.
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Memory module
Description Spare part number
Memory module for use in models with Intel Core processors
16-GB 862396-852
8-GB 862398-852
4-GB 862397-852
Memory module for use in models with Xeon Core processors
16-GB 835886-002
8-GB 835887-002
Update BIOS before adding memory modules
Before adding new memory, make sure you update the computer to the latest BIOS.
CAUTION: Failure to update the computer to the latest BIOS prior to installing new memory may result in
various system problems.
To update BIOS:
1. Navigate to www.hp.com.
2. Click Support & Drivers > click Drivers & Software.
3. In the Enter a product name/number box, type the computer model information, and then click Search.
4. Click the link for the computer model.
5. Select the operating system, and then click Next.
6. Under Step 2: Select a Download, click the BIOS link.
7. Click the link for the most recent BIOS.
8. Click the Download button, and then follow the on-screen instructions.
Before removing a memory module, follow these steps:
1. Turn 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 36).
5. Disconnect the battery (see Battery on page 37).
The computer includes two double-stacked memory module sockets. Use the following image to determine
the correct order to install memory modules. Memory installation order only matters if there are less than
four SODIMMs.
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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.
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Solid-state drive (M.2)
Description Spare part number
M.2 solid-state drives (SATA-3, TLC):
●
512-GB, FIPS 921052-001
●
256-GB, TLC 932478-001
●
256-GB, self-encrypting drive (SED), OPAL 2 921053-001
M.2 solid-state drives (Z Turbo, PCI):
●
1-TB, MLC 921057-001
●
512-GB, self-encrypting drive (SED), OPAL 2, TLC 921054-001
●
512-GB, MLC 921056-001
●
256-GB, TLC 921055-001
●
256-GB, MLC 921051-001
Before removing the solid-state drive, follow these steps:
1. Turn 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 36).
5. Disconnect the battery (see Battery on page 37).
Remove the solid-state drive:
1. Remove the Phillips PM2.0×3.5 screw (1) that secures the solid-state drive to the system board.
2. Remove the solid-state drive (2) by pulling the drive away from the slot at an angle.
Reverse this procedure to install the solid-state drive.
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WLAN module
Description Spare part number
Intel Dual band wireless-AC 8265 802.11AC 2x2 WiFi + BT 4.2 Combo Adaptor (non-vPro) 910264-852
Intel Dual band wireless-AC 8265 802.11AC 2x2 WiFi + BT 4.2 Combo Adaptor (vPro) 918855-852
CAUTION: To prevent an unresponsive system, replace the wireless module only with a wireless module
authorized for use in the computer by the governmental agency that regulates wireless devices in your
country or region. If you replace the module and then receive a warning message, remove the module to
restore device functionality, and then contact technical support.
Before removing the WLAN module, follow these steps:
1. Turn 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 36).
5. Disconnect the battery (see Battery on page 37).
Remove the WLAN module:
1. Disconnect the WLAN antenna cables (1) from the terminals on the WLAN module.
NOTE: The WLAN antenna cable labeled “1” connects to the WLAN module “Main” terminal labeled “1”.
The WLAN antenna cable labeled “2” connects to the WLAN module “Aux” terminal labeled “2”.
2. Remove the Phillips PM2.0×3.0 screw (2) that secures the WLAN module to the system board. (The
WLAN module tilts up.)
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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.
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WWAN module
Description Spare part number
HP lt4120 LTE/EVDO/HSPA+ Gobi 4G Mobile Broadband Module 800870-002
Fibocom HP hs3210 WW HSPA+ w/o GPS 918670-852
Huawei HP It4132, LTE/HSPA+ 4G w/GPS M.2 918671-852
CAUTION: To prevent an unresponsive system, replace the wireless module only with a wireless module
authorized for use in the computer by the governmental agency that regulates wireless devices in your
country or region. If you replace the module and then receive a warning message, remove the module to
restore device functionality, and then contact technical support.
Before removing the WWAN module, follow these steps:
1. Turn 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 36).
5. Disconnect the battery (see Battery on page 37).
Remove the WWAN module:
1. Disconnect the WWAN antenna cables (1) from the terminals on the WWAN module.
NOTE: The WWAN antenna cable labeled “5” connects to the “Main” terminal labeled “5”. The WWAN
antenna cable labeled “6” connects to the “Aux/GPS” terminal labeled “6”.
2. Remove the Phillips PM2.0×3.25 screw (2) that secures the WWAN module to the system board. (The
WWAN module tilts up.)
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3. Remove the WWAN module (3) by pulling the module away from the slot at an angle.
NOTE: WWAN modules are notched to prevent incorrect installation.
NOTE: If the WWAN antenna cables are not connected to the terminals on the WWAN module, protective
sleeves should be installed on the antenna connectors, as shown in the following illustration.
Reverse this procedure to install the WWAN module.
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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 36).
5. Disconnect the battery (see Battery on page 37).
Remove the smart card reader:
1. Release the ZIF connector (1) to which the smart card reader cable is attached, and then disconnect the
smart card reader cable from the system board.
NOTE: The smart card reader system board connector is under the WLAN module.
2. Loosen the four captive Torx screws (2) that secure the smart card reader to the base enclosure.
3. Remove the smart card reader (3).
Reverse this procedure to install the smart card reader and cable.
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Hard drive
NOTE: The hard drive spare part kit does not include the hard drive bracket or screws. These components
are included in the Hard Drive Hardware Kit, spare part number 848231-001.
Description Spare part number
Hard drive or solid-state drive
1-TB, solid-state drive 924027-001
1-TB, 5400-rpm, 762990-002
500-GB, 5400-rpm, hybrid 8 GB 732000-002
500-GB, 7200-rpm 703267-002
500-GB, 5400-rpm, FIPS 820572-002
500-GB, 7200-rpm, self-encrypting 820573-002
Before removing the hard drive, follow these steps:
1. Turn 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.
computer on, and then shut it down through the operating system.
3. Disconnect all external devices from the computer.
4. Remove the bottom cover (see Bottom cover on page 36).
5. Disconnect the battery (see Battery on page 37).
6. Remove the smart card reader (see Smart card reader on page 45).
Remove the hard drive:
1. Disconnect the hard drive cable from the system board (1).
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2. Lift the hard drive from the computer (2).
3. If it is necessary to disassemble the hard drive, perform the following steps:
a. Remove the four Phillips PM3.0×3.0 screws (1) that secure the hard drive bracket to the hard drive.
b. Remove the hard drive bracket from the hard drive (2).
c. Remove the hard drive connector and cable from the hard drive (3).
The hard drive bracket and screws are available in the Hard Drive Hardware Kit, spare part number
848231-001.
Reverse this procedure to install the hard drive.
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RTC battery
Description Spare part number
RTC battery (includes cable and double-sided adhesive) 922939-001
Before removing the RTC battery, follow these steps:
1. Turn 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 36).
5. Disconnect the battery (see Battery on page 37).
Remove the RTC battery:
1. Disconnect the RTC battery cable (1) from the system board.
2. Detach the RTC battery (2) from the base enclosure. (The RTC battery is attached to the base enclosure
computer on, and then shut it down through the operating system.
with double-sided adhesive.)
3. Remove the RTC battery and cable.
Reverse this procedure to install the RTC battery.
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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 36).
5. Disconnect the battery (see Battery on page 37).
Remove the keyboard:
1. Remove the two Phillips PM2.0×4.0 screws (1) that secure the keyboard to the computer.
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2. Partially open the computer.
3. Rest and secure the computer on its left side.
4. Insert a thin tool into the keyboard release hole near the fan, and then press on the back of the keyboard
until the keyboard disengages from the computer.
5. Turn the computer right-side up, with the front toward you.
6. Open the computer as far as it will open.
7. Swing the rear edge of the keyboard (1) up and forward until it rests upside down on the palm rest.
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8. Release the zero insertion force (ZIF) connector (2) to which the keyboard cable is attached, and then
disconnect the keyboard cable from the system board (3).
9. Release the ZIF connector (4) to which the pointing stick cable is attached, and then disconnect the
pointing stick cable from the system board (5).
10. Release the ZIF connector (6) to which the backlight cable is attached, and then disconnect the backlight
cable from the system board (7).
11. Remove the keyboard (8).
Reverse this procedure to install the keyboard.
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Heat sink assembly
NOTE: Only remove the heat sink from the system board if its removal is required to remove other
components. It is preferred to leave the heat sink connected to the system board when possible to preserve
the thermal materials used between the heat sink and system board. Removal of the heat sink requires
reapplication of this thermal material.
NOTE: The heat sink assembly spare part kit includes replacement thermal material.
Description Spare part number
Heat sink for use only in models with UMA graphics memory 922938-001
Heat sink for use only in models with Nvidia Quadro M1200 and M620 graphics boards 922935-001
Heat sink for use only in models with Nvidia Quadro M2200 graphics boards 922936-001
Heat sink for use only in models with the AMD Radeon Pro graphics board 922937-001
Before removing the heat sink, follow these steps:
1. Turn 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 36).
5. Disconnect the battery (see Battery on page 37).
Remove the heat sink:
1. On models with discrete graphics memory:
a. Following the sequence stamped into the processor heat sink, loosen the eight Phillips captive
screws (1) that secure the processor heat sink to the system board.
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b. Remove the heat sink (2).
NOTE: Due to the adhesive quality of the thermal material located between the heat sink
assembly and the system board components, it may be necessary to move the heat sink assembly
from side to side to detach it.
2. On models with UMA graphics memory:
a. Following the sequence stamped into the processor heat sink, loosen the four Phillips captive
screws (1) that secure the heat sink to the system board.
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b. Remove the heat sink (2).
NOTE: Due to the adhesive quality of the thermal material located between the heat sink
assembly and the system board components, it may be necessary to move the heat sink assembly
from side to side to detach it.
NOTE: The thermal material must be thoroughly cleaned from the surfaces of the heat sink assembly and
the system board components each time the heat sink assembly is removed. Replacement thermal material is
included with the heat sink assembly, processor, and system board spare part kits.
●
On models with discrete graphics memory, thermal pads are used on the processor (1) and the graphics
board (3) and the heat sink sections (2) and (4), respectively, that service them
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●
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.
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Graphics board
NOTE: The graphics board spare part kit includes replacement thermal material.
Description Spare part number
NVIDIA Quadro M2200 graphics board 924955-001
NVIDIA Quadro M1200 graphics board 924954-001
NVIDIA Quadro M620 graphics board 924953-001
AMD Radeon Pro WX 4150 924956-001
Before removing the graphics board, follow these steps:
1. Turn 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 36).
5. Disconnect the battery (see Battery on page 37).
6. Remove the heat sink (see Heat sink assembly on page 52).
Remove the graphics board:
1. Remove the two Torx T8M3.0×5.5 screws (1) that secure the graphics board to the system board.
2. Lift the edge of graphics board upward until it sits at an angle (2), and then remove the board from the
socket (3).
Reverse this procedure to install the graphics board.
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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 36).
5. Remove the battery (see Battery on page 37).
Remove the speakers:
1. Disconnect the speaker cable (1) from the system board.
2. Remove the three Phillips PM2.5×5.0 screws (2) that secure the speakers to the base enclosure.
3. Remove the cable from the clips built into the chassis (3), and then remove the speakers (4).
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.
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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 36).
5. Disconnect the battery (see Battery on page 37).
6. Remove the left speaker (see Speakers on page 57).
Remove the TouchPad module:
1. Disconnect the TouchPad cable from the TouchPad board (1).
2. Remove the four Phillips PM2.5×3.0 screws (2) that secure the TouchPad module to the top cover.
3. Pull the TouchPad out from under the lip near the system board (3).
4. Remove the TouchPad module (4) and cable
Reverse this procedure to install the TouchPad module.
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LED board
Description Spare part number
LED board (includes cable) 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 36).
5. Remove the battery (see Battery on page 37).
Remove the LED board:
1. Disconnect the LED board from the system board (1).
2. Lift to release the LED board cable from the adhesive that secures it to the computer (2).
3. Remove the Phillips PM2.5×3.0 screw (3) that secures the LED board to the computer.
4. Remove the LED board and cable from the computer (4).
computer on, and then shut it down through the operating system.
Reverse this procedure to install the LED board.
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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 36).
5. Disconnect the battery (see Battery on page 37).
Remove the fans:
▲
To remove the fans:
a. Remove the display cable from the clips in the left fan (1).
b. Remove the antenna cables from the clips in the right fan (2).
c. Disconnect the fan cables from the system board (3).
d. Loosen the two captive Phillips screws that secure each fan to the computer (4).
e. Remove the fans (5).
Reverse this procedure to install the fans.
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Fingerprint reader board
Description Spare part number
Fingerprint reader board (includes cable)
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 36).
5. Remove the battery (see Battery on page 37).
6. Remove the solid-state drive (see Solid-state drive (M.2) on page 40).
7. Remove the smart card reader (see Smart card reader on page 45).
8. Remove the hard drive (see Hard drive on page 46).
9. Remove the WLAN module (see WLAN module on page 41).
Remove the 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.
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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.
System board
NOTE: The system board spare part kit includes replacement thermal material.
All system boards use the following part numbers:
xxxxxx-001: Windows 7 or non-Windows operating systems
xxxxxx-601: Windows 10 operating system
Description Spare part number
System board, equipped with an Intel Core i7-7820HQ processor 921048-xxx
System board, equipped with an Intel Core i7-7700HQ processor 921047-xxx
System board, equipped with an Intel Core i7-7440HQ processor 921046-xxx
System board, equipped with an Intel Core i7-7300HQ processor 921045-xxx
System board, equipped with an Xeon E3-1535M processor 921050-xxx
System board, equipped with an Xeon E3-1505M processor 921049-xxx
Before removing the system board, follow these steps:
1. Turn 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.
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4. Remove the bottom cover (see Bottom cover on page 36).
5. Remove the battery (see Battery on page 37).
6. Remove the hard drive (see Hard drive on page 46).
7. Remove the keyboard (see Keyboard on page 49).
8. Remove the fans (see Fans on page 60).
9. Remove the smart card reader (see Smart card reader on page 45).
NOTE: When replacing the system board, be sure that the following components are removed from the
defective system board and installed on the replacement system board:
●
Solid-state drive (see Solid-state drive (M.2) on page 40)
●
WLAN module (see WLAN module on page 41)
●
WWAN module (see WWAN module on page 43)
●
Memory modules (see Memory module on page 38)
●
Graphics board (see Graphics board on page 56)
Remove the system board:
1. Remove the two Phillips PM2.0×3.0 screws from the bracket atop the display connector (1), and then
remove the bracket (2).
2. Disconnect the display cable (3).
3. Disconnect the remaining cables from the system board:
(4) Fingerprint reader cable
(5) TouchPad cable
(6) RTC battery cable
(7) Speaker cable
(8) LED board cable
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4. Remove the two Phillips PM2.5×7.0 screws (1) from the VGA bracket, and then remove the bracket (2).
5. Remove the three Phillips PM2.5×7.0 screws (3) from the USB-C bracket, and then remove the bracket
(4).
6. Remove the four Phillips PM2.5×5.0 screws (1) that secure the system board to the computer.
7. Lift up on the left side of the system board (2) until it rests at an angle.
8. Remove the system board (3) by sliding it up and to the left.
Reverse this procedure to install the system board.
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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 36).
5. Disconnect the battery (see Battery on page 37).
Remove the display assembly:
1. Close the computer.
2. Position the computer upside down.
3. Remove the antenna cables from the clips in the graphics card fan (1) and disconnect the antenna cables
from the WLAN module (2).
4. Remove the two Phillips PM2.0×3.0 screws (3) that secure bracket atop the display panel cable on the
system board.
5. Remove the display panel cable bracket (4).
The display panel cable bracket is included in the Bracket Kit, spare part number 848232-001.
6. Remove the display cable from the side of the processor fan and disconnect the cable (5) from the
system board.
7. Open the computer with the display at a 90 degree angle as shown in the following image.
8. Remove the six Phillips PM2.5×7.0 screws (1) that secure the hinges to the computer.
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9. Open the display all as far as possible (2).
10. Separate the display from the computer (3).
11. If it is necessary to replace the display assembly subcomponents:
a. Flex the inside edges of the top edge (1), the left and right sides (2), and the bottom edge (3) of
the display bezel until the bezel disengages from the display enclosure.
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b. Remove the display bezel.
The display bezel is available using the following spare part numbers:
848241-001: Models without a camera
850154-001: Models with a camera
NOTE: The display assembly will not be connected to the computer as shown in the following
image.
12. If it is necessary to replace the display panel:
a. Remove the four Phillips PM2.0×3.0 screws that secure the display panel to the display enclosure.
NOTE: The display assembly will not be connected to the computer as shown in the following
image.
Component replacement procedures 67
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CAUTION: Before turning the display panel upside down, make sure the work surface is clear of
tools, screws, and any other foreign objects. Failure to follow this caution can result in damage to
the display panel.
b. Lift the top edge of the display panel (1) and swing it up and forward until it rests upside down in
front of the display enclosure.
c. Release the adhesive strip that secures the display panel cable connector to the rear of the
display panel, and then disconnect the display panel cable from the display panel (2).
68 Chapter 5 Removal and replacement procedures for Authorized Service Provider parts
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d. Remove the display panel from the display enclosure (3).
NOTE: The display assembly will not be connected to the computer as shown in the following
image.
e. Remove the display panel.
The display panel is available using the following spare part numbers:
SVA panel with display cable: 936518-001
UWVA panel with display cable: 936519-001
SVA panel without display cable: 819354-004
UWVA panel without display cable: 819355-005
13. If it is necessary to replace the camera/microphone module or microphone module:
CAUTION: Handle the camera/microphone module and microphone module with caution. These
modules have a thin prole and are susceptible to damage when not handled carefully.
a. Detach the camera/microphone module (1) from the display enclosure. (The camera/microphone
module is attached to the display enclosure with adhesive.)
b. Disconnect the cable (2) from the camera/microphone module.
Component replacement procedures 69
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c. Remove the camera/microphone module (3) from the display enclosure.
d. Remove the camera/microphone module.
The camera/microphone module is available using spare part number 819336-006. The
microphone module is available using spare part number 854110-001.
14. If it is necessary to replace the display hinges:
a. Remove the display cable from the left hinge (1).
b. Remove the antenna cables from the right hinge (2).
c. Remove the eight Phillips PM2.5×2.5 screws (3), and then remove the display hinges from the
enclosure.
The display hinges are available using spare part number 848242-001 and include the left and
right hinges.
15. If it is necessary to replace the display/camera cable:
70 Chapter 5 Removal and replacement procedures for Authorized Service Provider parts
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a. Remove the cable from under the tape on the left side of the display enclosure (1).
b. Remove the display/camera cable from the enclosure (2).
The display/camera cable is available using spare part number 848253-001.
16. If it is necessary to replace the WLAN antennas, release the WLAN antenna cables from the routing
channels built into the display enclosure (1), and then lift the cables from the display enclosure (2).
The WLAN antennas are available using spare part number 848228-001
Component replacement procedures 71
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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.
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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 36).
5. Disconnect the battery (see Battery on page 37).
6. Disconnect the display assembly (see Display assembly on page 65).
Remove the lock bracket:
1. Remove the Phillips PM2.5×5.0 screw (1) that secures the lock bracket to the base enclosure.
2. Remove the bracket (2).
Reverse this procedure to install the lock bracket.
Component replacement procedures 73
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6 Troubleshooting guide
This chapter is primarily focused on troubleshooting HP Mobile Workstations and HP Notebooks. The
information is provided so that you can solve problems yourself or at least narrow down what may be causing
the problem. Based on some of the most common symptoms, this chapter helps to identify logical steps and
available resources or tools for resolving an issue. HP recommends that you follow the instructions carefully,
observe safety precautions, and note any observations or results. Capturing this information may help
identify and resolve the problem faster.
WARNING! To reduce the risk of electric shock or damage to the equipment:
●
Do not disable the power cord grounding plug. The grounding plug is an important safety feature.
●
Plug the power cord into a grounded (earthed) outlet that is easily accessible at all times.
●
Disconnect power from the equipment by unplugging the power cord from the AC outlet.
●
Before disassembling notebooks, always disconnect power and remove the battery.
CAUTION: Static electricity can damage the electronic components of the computer. To prevent damage to
the computer, carefully observe the electrostatic discharge precautions.
●
Discharge static electricity by 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.
74 Chapter 6 Troubleshooting guide
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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.
Troubleshooting Problems with
Docking Stations
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 troubleshooting information for HP docking
stations.
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.
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://support.hp.com/us-en/document/
c03247469
http://sawpro.atlanta.hp.com/km/saw/
home.do
http://www.intel.com/
content/www/us/en/homepage.html
http://www.microsoft.com
http://www.amd.com
http://www.nvidia.com
General troubleshooting steps
A basic logic should be used when troubleshooting computer issues. This section will help you become
familiar with troubleshooting methodology and 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.
Table 6-1 Troubleshooting methodology and general troubleshooting steps
Identify issue Analyze issue Resolve issue Verify solution
1. Understand the issue
on page 76
2. Examine the environment
on page 78
3. Perform a visual inspection
of hardware on page 79
4. Update BIOS and drivers
on page 79
5. Remove or uninstall recently
added hardware, software
on page 79
6. HP Hardware Diagnostics and
Tools on page 80
7. Status lights, blinking light
codes, troubleshooting lights,
and POST error messages
on page 84
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
Verify solution
on page 93
Resources 75
Page 86
Table 6-1 Troubleshooting methodology and general troubleshooting steps
Identify issue Analyze issue Resolve issue Verify solution
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.
12. Test with veried working
conguration (hardware and/or operating
system) on page 92
13. Replace the system board on page 92
Table
6-2 Boot-up sequence
Item Description
Power-on After power button is pressed, the computer boots after all internal power rails (i.e., 5V, 3.3V) are stable.
POST (UEFI/BIOS) Power-On Self-Test (POST) veries that hardware components (processor, hard drive, memory, etc.) are
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.
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.
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 79 table below for detailed troubleshooting information).
Table 3 categorizes failures by the boot-up sequence.
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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
7. Mechanical
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 6-3 Failure classication by boot-up sequence
on page 77 and Table 6-4 Failure classication by hardware devices and mechanical on page 78). This will
help isolate the issue and indicate the next steps. For example, when the computer is running the operating
system, it may experience an issue with (4) Display, (5) I/O devices (keyboard, wireless, and so on), (6)
Storage, or (7) Mechanical components (stuck buttons, thermal shutdown, and so on).
NOTE: “Uncategorized” is used if an issue found is not listed. For example, Bluetooth is 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
6-3 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 99
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 131
3. Freeze at Windows Logo (hang/lockup)
on page 108
4. Electromagnetic Interference (EMI)
on page 109
5. No wake up on page 110
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 77
Page 88
Failure classication by hardware devices and mechanical
Table 6-4 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
12. Thunderbolt 3 dock
on page 128
1. Hard drive/solid-state
drive not recognized
on page 130
2. No boot to operating
system (no read/write
error) on page 130
3. Read-write error
on page 131
4. Slow performance
on page 111
5. Blue screen (BSOD) error
on page 131
6. Noisy hard drive
on page 132
c
b
1. Fan error message - 90B
on page 133
2. Noise (sound)
on page 134
3. Fan runs constantly
on page 135
4. HP Thermal Monitor
on page 83
5. Stuck power button
on page 137
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.
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3. Perform a visual inspection of hardware
It is important to do a visual inspection of the hardware itself. Perform physical inspection of the computer:
●
Look for abnormalities such as a cracked display, dented battery, broken latches for battery bay,
keyboard key caps popped out, dust over connectors, liquid spill over keyboard, etc.
●
Look for signs of drop, movement, or vibration that may cause internal and external loose connections.
4. Update BIOS and drivers
IMPORTANT: Whenever possible, update to the latest BIOS, rmware, and drivers before troubleshooting.
Note that some customer company policies prohibit updates. Check your company policy before taking action.
The updates may include xes for your computer issues, and they may also enhance system performance. HP
continually improves the update process to make it easier. The BIOS update can be done locally through a
manual process, through an automatic installation, or through a remote installation on multiple units.
Manually updating BIOS and drivers
●
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 79
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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 at http://www8.hp.com/us/en/
campaigns/hpsupportassistant/pc-diags.html?jumpid=va_r602_us/en/any/pps/pl_ot_ob_ds_pd/
HP_PC_Hardware_Diagnostics_cc/dt is a diagnostic tool that supports a wide range of HP Desktop and
Notebook computers.
The tool runs outside the operating system so that it can isolate hardware failures from issues that are
caused by the operating system or other software components. In reality, many problems can be determined
using this tool if the issue is a defective part or a loose connection (i.e., reseating keyboard cable after the
tool reports a keyboard error).
The tool has three major functions:
●
System Tests - Check the computer’s hardware to assure everything is functioning properly. If your
system won’t boot into Windows, try the Quick System Test. For more comprehensive testing, use the
Extensive System Test option. If the System Test did not detect a hardware problem, continue with the
Component Tests.
●
Component Tests – Focus on selected hardware components in your computer.
●
Firmware Management – Update your computer’s BIOS to the latest version (available separately) or roll
back to a previous version.
To start HP PC Hardware Diagnostics (UEFI):
1. Turn on or restart the computer, quickly press the esc button on the computer, and then press F2. The
BIOS searches three places for the diagnostic tools, in the following order:
a. Connected USB drive
b. Hard drive
c. BIOS
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2. When the diagnostic tool opens, use the keyboard arrow keys to select the type of diagnostic test you
want to run, and then follow the on-screen instructions.
Screen shot appearance may vary.
NOTE: Users should utilize this tool, especially when the computer cannot boot to Windows.
NOTE: If a component fails a test, write down the information so it is available when contacting support.
The information is also available in Test Logs on the Main Menu.
For more information, see the chapter titled “Using HP PC Hardware Diagnostics (UEFI).”
General troubleshooting steps 81
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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 http://www.hp.com/go/
hpsupportassistant.
NOTE: HPSA can be used only if the computer boots into Windows. If the computer does not boot into
Windows, use HP PC Hardware Diagnostics (UEFI) instead.
HPSA also integrates diagnostics and tools that help resolve issues. See example screen shots as follows.
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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 at http://ftp.hp.com/pub/caps-
softpaq/cmit/whitepapers/BIOS_Conguration_Utility_User_Guide.pdf.
NOTE: HP recommends that you reset BIOS before trying BCU. Resetting the BIOS is always available and
relatively quick to try, whereas BCU takes extra time and eort.
HP Image Diagnostic Tool
Available to HP Authorized Support Partners (ASPs) and users from the HP public ftp site at
ftp://ftp.hp.com/pub/idr/ImageDiags/, this tool collects information about the current state of the computer,
including product serial number, platform and BIOS information, and information about user-installed
software and hardware components. HP encourages you to review the report before sending it to support.
The report may assist you with diagnostics and solutions to problems you encounter.
HP Thermal Monitor
NOTE: Available only to authorized service providers/technicians.
Available only for HP internal use, HP Thermal Monitor can be used to stress the processor and GPU and
monitor the temperature values of various components in the system. The components that are currently
monitored include the processor, GPU, ACPI thermal zones, hard drive, and battery. The tool reads the
temperatures of the components, logs the data, and helps to determine whether the computer would
overheat in the event of thermal shutdown, fan spinning loud, etc.
Non HP diagnostics tools
Windows-to-Go USB
Windows-To-Go USB is a Microsoft-based tool for Enterprise editions of Windows that can help in
troubleshooting. You can nd a process online about how to create a live Windows USB drive. For more
information, see https://technet.microsoft.com/en-us/library/hh831833.aspx.
Intel Processor Diagnostic Tool
Determine what processor is in your computer and verify the processor operating frequency. The tool also
tests 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 83
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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.
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.
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Interpreting system validation diagnostic front panel LEDs and audible codes
During the system validation phase that occurs at system startup, the BIOS validates the functionality of the
following subsystems and conditions:
●
AC adapter
●
System board power
●
Processor failure
●
BIOS corruption
●
Memory failure
●
Graphics failure
●
System board failure
●
BIOS authentication failure
If an error is detected, specic patterns of long and short blinks, accompanied by long and short beeps (where
applicable) are used to identify the error. These patterns will make up a two part code:
●
Major – the category of the error
●
Minor – the specic error within the category
NOTE: Single beep/blink codes are not used.
Number of long beeps/blinks Error category
1 Not used
2 BIOS
3 Hardware
4 Thermal
5 System board
Patterns of blink/beep codes are determined by using the following parameters:
●
1 second pause occurs after the last major blink.
●
2 second pause occurs after the last minor blink.
●
Beep error code sequences occur for the rst 5 iterations of the pattern and then stop.
●
Blink error code sequences continue until the computer is unplugged or the power button is pressed.
NOTE: Not all diagnostic lights and audible codes are available on all models.
The red LED blinks to represent the major error category (long blinks). The white LED blinks to represent the
minor error category (short blinks). For example, ‘2.3’ indicates 2 long red blinks and 3 short white blinks to
communicate the processor is not detected. CAP/NUM Blink = 2 indicates CAP/NUM will blink 2 cycles, each
cycle has one 2.3 sequence.
General troubleshooting steps 85
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Component
tested
Major/
minor
code Error condition
Caps
Lock/Num
Lock LED Action
BIOS 2.2 The main area (DXE) of BIOS has
become corrupted and there is no
recovery binary image available
2.3 The embedded controller policy
requires the user to enter a key
sequence (SureStart 2.0)
2.4 The embedded controller is
recovering the boot block or DXE.
Hardware 3.2 The embedded controller has timed
out waiting for BIOS to return from
memory initialization
3.3 The embedded controller has timed
out waiting for BIOS to return from
graphics initialization
3.4 The system board displays a power
failure (crowbar)
System board 5.2 The embedded controller cannot nd
valid rmware
CAP/NUM Blink
= 2
CAP/NUM Blink
= 8
Battery LED
White and
Amber
blinking
CAP/NUM Blink
= 3
CAP/NUM Blink
= 4
CAP/NUM Blink
= 5
CAP/NUM Blink
= 7 (2 BB
failure)
Battery LED
Blinking = 1 Hz
(3 B failure)
Contact service for system board replacement.
Perform SureStart manual recovery if boot
block: Up Arrow + Down Arrow + ESC.
Wait for DXE recovery to complete.
Reseat the memory modules. If the issue
persists, try replacing the memory modules.
Possible RAM or system board failure.
If the system has an MXM module, try a
dierent MXM module. Otherwise, the board
most likely needs to be replaced.
Check power cable connections, or verify that
any external power adapter has sucient
capacity for system.
Contact service for system board replacement.
5.3 The embedded controller has timed
POST error messages
The Power-On Self-Test (POST) is a series of diagnostic tests that runs automatically when the computer is
powered on. If the POST encounters a problem, visual error messages are displayed before the operating
system starts. POST checks the following items to ensure that the computer system is functioning properly:
●
Memory
●
Processors
●
BIOS
●
Mass storage devices
●
Fans
The following table describes key Post Error messages. For more detailed information, see POST Error
Messages and User Actions on page 140.
out waiting for the BIOS
CAP/NUM Blink
= 1
Contact service for system board replacement.
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Table 6-5 System diagnostics failure codes and user actions
Error
Test description Failure description
code Suggested user actions
Wireless Module not
supported
Front Audio Not
Connected
Startup Test Hard Disk 1 SMART 301 Attempt to reseat the hard drive and repeat the test. The hard
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
BIOS Application BIOS Application Error 501 The BIOS installation may have become corrupted. Download the
The system has detected a
wireless module installed
in the system that is not
supported and has been
disabled.
WLAN Module ID (702)
WWAN Module ID (703)
Bluetooth Module ID (704)
GPS Module ID (705)
Front audio cable has been
detached or unseated from
the system motherboard.
70x Remove non-supported component.
100 Reseat the front audio cable on the system board.
drive may have failed.
successfully. No further action is required.
latest version of the BIOS and install it.
If reinstalling the BIOS fails, contact support for further
assistance.
CMOS Recovery CMOS Recovery Occurred 502 This message indicates that CMOS recovery was completed
successfully. No further action is required.
Battery Check Primary Battery Replace 601 This message indicates that the primary battery has very low
capacity. See Checking the Status of the Battery”
http://h20566.www2.hp.com/hpsc/doc/public/display?
docLocale=en_US&docId=emr_na-c00821536 for details on
using the HP Support Assistant to verify the battery capacity and,
if necessary, order a replacement.
Wireless Modules Not installed or responding 701 Reseat the wireless LAN adapter module and antennas.
Because seating or reseating a wireless LAN adapter is unique to
each computer model, see the WLAN module removal section in
the removal and replacement chapter for further details.
Contact support if third-party wireless adapters are installed in
the computer.
Keyboard Error Keyboard has
malfunctioned.
CPU Fan Not Detected CPU fan is not connected or
may have malfunctioned.
Chassis Fan Not
Detected
Chassis Fan Not
Detected (Rear)
Chassis fan is not
connected or may have
malfunctioned.
800 Replace the keyboard.
900 Check the fan connection. If properly connected, replace the fan.
901 Check the fan connection. If properly connected, replace the fan.
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Table 6-5 System diagnostics failure codes and user actions (continued)
Error
Test description Failure description
Chassis Fan Not
Detected (Front)
Fan Fan not operating correctly 90B The system fan may be malfunctioning. Replace the fan.
code Suggested user actions
System Temperature Thermal shutdown has
occurred.
Fan Speed Failure The system has detected
that a cooling fan may not
be working properly.
Power Good (Troubleshooting) lights
HP has added troubleshooting power lights to mobile workstations to help troubleshoot power-on issues. The
lights indicate when the system board power rails are unstable and/or the system needs a hardware reset.
Power good lights
90D The System BIOS has detected your machine was previously shut
down to avoid overheating. Overheating may occur if the cooling
vents are blocked or the operating temperature exceeds the
system specications. The machine should return to normal
operation once the situation is resolved.
90F Try the following:
●
Press Enter to clear the message and boot to the Windows
desktop.
●
Shut down Windows.
●
Clean the exterior of the vents to remove dust build-up
while the computer is O.
●
Check for a BIOS update.
Power good lights, HP ZBook 15 G4 model location
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
normal function. In this case, system (3.3V), power good (3.3V), and system reset (3.3V) are all good and
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Troubleshooting lights diagram
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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
●
Example: System board needs replacement. When (1) system 3.3V exists, but one power rail is bad then
(2) power good is low (0V), and troubleshooting lights will turn on.
After you press the system power button, troubleshooting lights will turn on for 5 seconds and turn
o. The system external lights will not light up. Follow general troubleshooting steps (i.e., remove
recently added hardware, test with minimum conguration, etc.) prior to replacing the system board.
Resolve the issue
8. Hard reset
A hard reset or forced reset (http://support.hp.com/us-en/document/c01684768) erases all information in
the computer's memory and may restore functionality. Resetting the computer forces the system to clear and
reestablish the connections between the BIOS and the hardware.
IMPORTANT: Battery removal is NOT necessary for a hard reset on G3 or G4 mobile workstations. Follow the
instructions for a computer with a non-removable battery.
Performing a hard reset might x the following common conditions:
●
Windows stops responding.
●
Computer stops before Windows loads, indicated by incomplete boot-up, blinking cursor on a black
background, and errors relating to operating system not found or a missing drive.
●
Display suddenly goes blank and stays blank.
●
Software freezes.
●
Keyboard stops responding.
●
The computer does not exit Sleep or Suspend state.
●
An external device stops responding. Turn o the power to that device in addition to performing the
steps in this document.
Before performing a hard reset, you must disconnect or remove all peripheral devices. You should start and
test the computer by itself, and if the problem is not resolved, reconnect one peripheral device at a time. To
resolve the startup or operational problem, run HP Support Assistant, or manually install all updated drivers
from Microsoft and HP.
Before beginning, turn the computer over and look for a battery compartment door (service door). For 2015
platforms, the battery is considered removable but not accessible. See the battery section for how to remove/
unplug the battery.
To perform a hard reset on a computer with a sealed or non removable battery, use the following steps:
1. Turn o the computer.
2. Remove the computer from any port replicator or docking station.
General troubleshooting steps 89
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3. Disconnect all external connected peripheral devices such as USB storage devices, external displays, and
printers.
4. Unplug the AC adapter from the computer.
5. Press and hold the power button for at least 15 seconds to drain residual power.
6. Plug the AC adapter back into the computer, but do not connect any of the peripheral devices.
7. Press the power button to turn on the computer.
8. If a startup menu appears, use the arrow keys to select Start Windows Normally, and then press the
Enter key.
9. After reconnecting each of the peripheral devices, run Windows Update and HP Support Assistant to
update all device drivers.
Clear CMOS
CMOS refers to the battery-powered, semiconductor chip located on computer's system board. Notebooks
store low-level settings like the system time and hardware settings in CMOS. Sometimes it is necessary to
clear CMOS, which requires removing and reinserting the 3V RTC battery for a short period of time (a few
minutes before reinserting), in addition to removing the AC adapter and battery.
NOTE: Clearing the CMOS should only be performed for troubleshooting purposes. There is no reason to
clear CMOS if the computer is working properly.
The notebook service door must be removed to access the CMOS battery. See the RTC battery replacement
section for the battery removal/replacement.
9. Soft reset (Default Settings)
NOTE: Some company policies prohibit updates or changes. Check whether the computer has custom BIOS
settings before taking action.
If your computer is having issues booting, has errors during boot, is running into issues after adding
hardware, or you are having other abnormal system behaviors that cannot be resolved through any other
methods (i.e., hard reset), it may be necessary to reset the system BIOS to default settings.
To load BIOS to default settings: Reboot the computer, and then press F10 > Main > Restore defaults. For
more information, see the BIOS F10 Setup technical white paper at http://support.hp.com, enter your
computer model, and then go to Manuals > White papers > HP PC BIOS F10 Setup Guide.
10. Reseat cables and connections
NOTE: Before disassembling the computer to reseat cables and connections, always disconnect power and
remove the battery or disconnect a non removable battery.
Many problems are caused by improper connections or loose connections due to abnormal movement and
vibration. See Cable management on page 149 and Connector types on page 150 for suggested cable
management practices when removing and installing components.
You can access and reseat connections for Customer Self-Repair (CSR) parts (see the “Removal and
replacement procedures for Customer Self-Repair parts” chapter for details). Examples of reseating hardware
include:
●
Reseating the battery into the battery bay can resolve no-battery found and no-charging issues.
●
Reseating memory modules can resolve memory error, no-boot, and blue screen issues.
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