HP ZBook 17 G3 Mobile Workstation
Maintenance and Service Guide
© Copyright 2016 HP Development Company,
L.P.
AMD and FirePro are trademarks of Advanced
Micro Devices, Inc. Bluetooth is a trademark
owned by its proprietor and used by HP Inc.
under license. Intel, Thunderbolt, and Xeon are
trademarks of Intel Corporation in the U.S. and
other countries. NVIDIA and Quadro are
trademarks and/or registered trademarks of
NVIDIA Corporation in the U.S. and other
countries. Qualcomm and Snapdragon are
trademarks of Qualcomm Incorporated,
registered in the United States and other
countries, used with permission. Red Hat
Enterprise Linux is a registered trademark of
Red Hat, Inc. in the United States and other
countries. Windows is either a registered
trademark or trademark of Microsoft
Corporation in the United States and/or other
countries.
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 user guide describes features that are
common to most models. Some features may
not be available on your computer.
Not all features are available in all editions of
Windows. This computer may require upgraded
and/or separately purchased hardware, drivers
and/or software to take full advantage of
Windows functionality. Go to
http://www.microsoft.com for details.
Software terms
By installing, copying, downloading, or
otherwise using any software product
preinstalled on this computer, you agree to be
bound by the terms of the HP End User License
Agreement (EULA). If you do not accept these
license terms, your sole remedy is to return the
entire unused product (hardware and software)
within 14 days for a full refund subject to the
refund policy of your seller.
For any further information or to request a full
refund of the price of the computer, please
contact your seller.
This computer may require upgraded and/ or
separately purchased hardware and/or a DVD
drive to install the Windows 7 software and
take full advantage of Windows 7 functionality.
See http://windows.microsoft.com/en-us/
windows7/get-know-windows-7 for details.
For DTS patents, see http://patents.dts.com.
Manufactured under license from DTS
Licensing Limited. DTS, the Symbol, & DTS and
the Symbol together are registered
trademarks, and DTS Studio Sound is a
trademark of DTS, Inc. © DTS, Inc. All Rights
Reserved .
First Edition: January 2016
Document Part number: 840922-001
Important Notice about Customer Self-Repair Parts
CAUTION: Your computer includes Customer Self-Repair parts and parts that should only be accessed by an
authorized service provider. See Chapter 5, "Removal and replacement procedures for Customer Self-Repair
parts," for details. Accessing parts described in Chapter 6, "Removal and replacement procedures for
Authorized Service Provider parts," can damage the computer or void your warranty.
iii
iv Important Notice about Customer Self-Repair Parts
Safety warning notice
WARNING! To reduce the possibility of heat-related injuries or of overheating the device, do not place the
device directly on your lap or obstruct the device air vents. Use the device only on a hard, at surface. Do not
allow another hard surface, such as an adjoining optional printer, or a soft surface, such as pillows or rugs or
clothing, to block airow. Also, do not allow the AC adapter to contact the skin or a soft surface, such as
pillows or rugs or clothing, during operation. The device and the AC adapter comply with the user-accessible
surface temperature limits dened by the International Standard for Safety of Information Technology
Equipment (IEC 60950-1).
v
vi Safety warning notice
Table of contents
1 Product description ....................................................................................................................................... 1
2 External component identication .................................................................................................................. 7
Right ....................................................................................................................................................................... 7
Left ......................................................................................................................................................................... 8
Display .................................................................................................................................................................... 9
Top ........................................................................................................................................................................ 10
TouchPad ........................................................................................................................................... 10
Lights ................................................................................................................................................. 11
Buttons and ngerprint reader ......................................................................................................... 12
Special function keys ........................................................................................................................ 13
Using the hot keys ............................................................................................................................. 13
Bottom ................................................................................................................................................................. 15
Front ..................................................................................................................................................................... 16
Labels ................................................................................................................................................................... 17
3 Illustrated parts catalog .............................................................................................................................. 18
Computer major components .............................................................................................................................. 18
Display assembly subcomponents ...................................................................................................................... 23
Miscellaneous parts ............................................................................................................................................. 25
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
5 Removal and replacement procedures for Customer Self-Repair parts ............................................................. 32
Component replacement procedures .................................................................................................................. 32
Service door ....................................................................................................................................... 33
Battery ............................................................................................................................................... 34
vii
Hard drive .......................................................................................................................................... 35
Solid-state drives (M.2) ..................................................................................................................... 39
WLAN module .................................................................................................................................... 40
WWAN module ................................................................................................................................... 42
Memory module ................................................................................................................................ 44
6 Removal and replacement procedures for authorized service provider parts .................................................... 46
Component replacement procedures .................................................................................................................. 46
RTC battery ........................................................................................................................................ 47
Middle frame ..................................................................................................................................... 48
Speakers ............................................................................................................................................ 49
TouchPad ........................................................................................................................................... 51
Smart Card reader board ................................................................................................................... 52
Fingerprint reader board ................................................................................................................... 54
Fans ................................................................................................................................................... 55
Discrete graphics board .................................................................................................................... 56
Display LED board ............................................................................................................................. 57
Heat sink ............................................................................................................................................ 58
Keyboard ........................................................................................................................................... 61
System board .................................................................................................................................... 63
Display assembly ............................................................................................................................... 67
Top cover ........................................................................................................................................... 74
7 Troubleshooting guide ................................................................................................................................. 75
Resources ............................................................................................................................................................. 76
General troubleshooting steps ............................................................................................................................ 76
Identify the issue ............................................................................................................................... 77
1. Understand the issue .................................................................................................. 77
Boot up sequence ......................................................................................... 77
Failure classication ..................................................................................... 77
2. Examine the environment .......................................................................................... 79
3. Perform a visual inspection of hardware ................................................................... 80
4. Update BIOS and drivers ............................................................................................. 80
Manually updating BIOS and drivers ............................................................ 80
Remotely deploying BIOS and drivers .......................................................... 80
Analyze the issue ............................................................................................................................... 80
5. Remove or uninstall recently added hardware, software .......................................... 80
6. HP Hardware Diagnostics and Tools ........................................................................... 81
HP PC Hardware Diagnostics (UEFI) ............................................................. 81
HP Support Assistant (HPSA) ....................................................................... 83
HP BIOS Conguration Utility (BCU) ............................................................. 84
viii
HP Image Diagnostic Tool ............................................................................. 84
HP Thermal Monitor ..................................................................................... 84
Non HP diagnostics tools ............................................................................. 84
7. Status lights, blinking light codes, troubleshooting lights, and POST error
messages ........................................................................................................................ 85
Status lights .................................................................................................. 85
Blinking light codes ...................................................................................... 86
POST error messages ................................................................................... 86
Power Good (Troubleshooting) lights .......................................................... 87
Resolve the issue ............................................................................................................................... 88
8. Hard reset .................................................................................................................... 88
9. Soft reset (Default Settings) ....................................................................................... 89
10. Reseat cables and connections ................................................................................ 89
11. Test with minimum conguration ............................................................................ 90
Essential hardware conguration ................................................................ 90
Safe mode ..................................................................................................... 91
12. Test with veried working conguration (hardware and/or operating system) ..... 91
13. Replace the system board ........................................................................................ 91
Verify solution ................................................................................................................................... 92
Helpful Hints ........................................................................................................................................................ 92
At startup ........................................................................................................................................... 92
During operation ............................................................................................................................... 93
Consulting with HP Service ............................................................................................................... 93
Common issues and possible solutions .............................................................................................................. 94
Power-on issues ................................................................................................................................ 94
No Power ......................................................................................................................... 94
Intermittent power-on, shutdown, reboot ..................................................................... 96
AC adapter issue .............................................................................................................. 97
Battery not recognized, not charging ............................................................................. 97
Battery discharges too fast ............................................................................................ 99
Burnt smell .................................................................................................................... 100
POST ................................................................................................................................................ 100
No video (with power) ................................................................................................... 100
Blinking lights ............................................................................................................... 101
Diagnostics error messages ......................................................................................... 102
BIOS password .............................................................................................................. 103
Performance (OS) ............................................................................................................................ 103
Intermittent shutdown ................................................................................................. 104
Blue screen .................................................................................................................... 105
Freeze at Windows Logo (hang/lockup) ....................................................................... 107
Electromagnetic Interference (EMI) .............................................................................. 108
ix
No wake up .................................................................................................................... 108
Unresponsive ................................................................................................................ 110
Slow performance ......................................................................................................... 110
HP Smart Adapter warning message ........................................................................... 111
Incorrect time and date ................................................................................................ 111
Display ............................................................................................................................................. 112
Display anomalies ......................................................................................................... 112
Symptom .................................................................................................... 112
Quick check ................................................................................................. 113
HP PC Hardware Diagnostics (UEFI) for video test ..................................... 113
Display assembly diagram ......................................................................... 114
Dead pixel ..................................................................................................................... 114
No video (internal) ........................................................................................................ 114
No video (external) ....................................................................................................... 115
DisplayPort/VGA ........................................................................................................... 115
HDMI .............................................................................................................................. 115
No or bad external video via docking ........................................................................... 116
Incorrect or missing color/distorted image .................................................................. 116
Touch screen ................................................................................................................. 117
I/O devices ....................................................................................................................................... 118
Keyboard ....................................................................................................................... 118
Keyboard point stick ..................................................................................................... 119
Keyboard backlight ....................................................................................................... 119
TouchPad ....................................................................................................................... 120
Network Connectivity Ethernet (RJ-45 jack) ................................................................ 120
Network connectivity wireless (WLAN) ........................................................................ 121
WWAN ............................................................................................................................ 122
USB ................................................................................................................................ 123
Smart card reader ......................................................................................................... 124
Speaker, headphone - audio issues .............................................................................. 125
Thunderbolt (TB) ........................................................................................................... 126
Storage ............................................................................................................................................ 127
Hard drive/solid-state drive not recognized ................................................................ 128
No boot to operating system (no read/write error) ..................................................... 128
Read-write error ........................................................................................................... 129
Slow performance ......................................................................................................... 129
Blue screen (BSOD) error .............................................................................................. 129
Noisy hard drive ............................................................................................................ 130
Mechanical ....................................................................................................................................... 131
Fan error message - 90B .............................................................................................. 131
Noise (sound) ................................................................................................................ 132
x
Fan runs constantly ...................................................................................................... 133
Thermal shutdown (hot) ............................................................................................... 134
Stuck power button ...................................................................................................... 134
Additional information ...................................................................................................................................... 135
Acronyms ......................................................................................................................................... 135
Blinking lights and boot error codes ............................................................................................... 136
Processor not executing code ...................................................................................... 136
BIOS recovery code unable to nd valid BIOS recovery image ..................................... 136
Memory module error ................................................................................................... 136
Graphics Controller Error (No Controller) ..................................................................... 137
Failure - System Board Error ........................................................................................ 137
Intel Trusted Execution Technology (TXT) Error .......................................................... 137
Sure Start unable to nd valid BIOS Boot Block image ................................................ 137
Sure Start has identied a problem (Manual Recovery Policy Set) .............................. 138
POST Error Messages and User Actions .......................................................................................... 138
Routine Maintenance for Performance Improvement .................................................................... 140
Common Blue Screen Error Messages ............................................................................................ 140
Error message list ......................................................................................................... 140
Bug check symbolic names ........................................................................................... 140
Microsoft general troubleshooting of Windows bug check codes ............................... 141
Use Windows Debugging Tool ......................................................................................................... 141
Windows Software Development Kit (SDK) .................................................................. 142
Display Issue: Pixel Anomalies ........................................................................................................ 146
Cable management ......................................................................................................................... 147
Connector types .............................................................................................................................. 148
8 Computer Setup (BIOS), TPM, and HP Sure Start in Windows 7 ........................................................................ 150
Using Computer Setup ....................................................................................................................................... 150
Starting Computer Setup ................................................................................................................ 150
Navigating and selecting in Computer Setup ................................................................................. 150
Restoring factory settings in Computer Setup ............................................................................... 151
Updating the BIOS ........................................................................................................................... 152
Determining the BIOS version ...................................................................................... 152
Downloading a BIOS update ......................................................................................... 152
Changing the boot order using the f9 prompt ................................................................................ 153
TPM BIOS settings (select products only) ......................................................................................................... 153
Using HP Sure Start (select products only) ....................................................................................................... 154
9 Computer Setup (BIOS), TPM, and HP Sure Start in Windows 10 ...................................................................... 155
Using Computer Setup ....................................................................................................................................... 155
Starting Computer Setup ................................................................................................................ 155
xi
Navigating and selecting in Computer Setup ................................................................................. 155
Restoring factory settings in Computer Setup ............................................................................... 155
Updating the BIOS ........................................................................................................................... 156
Determining the BIOS version ...................................................................................... 156
Downloading a BIOS update ......................................................................................... 157
Changing the boot order using the f9 prompt ................................................................................ 157
TPM BIOS settings (select products only) ......................................................................................................... 158
Using HP Sure Start (select products only) ....................................................................................................... 158
10 Using HP PC Hardware Diagnostics (UEFI) ................................................................................................... 159
Downloading HP PC Hardware Diagnostics (UEFI) to a USB device .................................................................. 159
11 Backup and recovery in Windows 7 ............................................................................................................ 161
Creating recovery media and backups .............................................................................................................. 161
Guidelines ........................................................................................................................................ 161
Creating recovery media with HP Recovery Disc Creator ............................................................... 161
Creating recovery media ............................................................................................... 162
Backing up your information .......................................................................................................... 162
Performing a system recovery .......................................................................................................................... 163
Using the Windows recovery tools .................................................................................................. 163
Using f11 recovery tools (select models only) ............................................................................... 164
Using Windows 7 operating system media ..................................................................................... 164
12 Backing up, restoring, and recovering in Windows 10 .................................................................................. 166
Creating recovery media and backups .............................................................................................................. 166
Creating HP Recovery media (select products only) ....................................................................... 166
Using Windows tools ......................................................................................................................................... 167
Restore and recovery ......................................................................................................................................... 168
Recovering using HP Recovery Manager ........................................................................................ 168
What you need to know before you get started ........................................................... 168
Using the HP Recovery partition (select products only) .............................................. 169
Using HP Recovery media to recover ............................................................................ 169
Changing the computer boot order .............................................................................. 170
Removing the HP Recovery partition (select products only) ....................................... 170
13 Specications .......................................................................................................................................... 171
Computer specications .................................................................................................................................... 171
14 Statement of memory volatility ................................................................................................................ 172
Nonvolatile memory usage ............................................................................................................................... 176
xii
Questions and answers ..................................................................................................................................... 178
Using HP Sure Start (select models only) .......................................................................................................... 179
15 Power cord set requirements .................................................................................................................... 180
Requirements for all countries .......................................................................................................................... 180
Requirements for specic countries and regions ............................................................................................. 181
16 Recycling ................................................................................................................................................ 183
Index ........................................................................................................................................................... 184
xiii
xiv
1 Product description
Category Description
Product Name HP ZBook 17 G3 Mobile Workstation
Processors 6th Generation Intel® Core™ i7 Processor, quad-core, BGA:
●
Intel Core i7-6820HQ 2.70 GHz (up to 3.60 GHz) processor (2133 MHz, 8.0 MB L3 cache,
45 W)
●
Intel Core i7-6700HQ 2.60 GHz (up to 3.50 GHz) processor (2133 MHz, 6.0 MB L3 cache,
45 W)
6th Generation Intel Core i5 Processor, quad-core, BGA:
●
Intel Core i5-6440HQ 2.60 GHz (up to 3.50 GHz) processor (2133 MHz, 6.0 MB L3 cache,
45 W)
6th Generation Intel Xeon® Processor, quad-core, BGA:
●
Xeon E3-1535M v5 (2.9 GHz (up to 3.8 GHz) processor (2133 MHz 8.0 MB L3 cache, 45
W)
Chipset Intel CM236 PCH
Graphics Intel UMA Graphics - with shared video memory
GT2 Integrated Graphics
●
Intel HD graphics 530, for Intel Core processors
●
Intel HD graphics P530, for Intel Xeon processors
Can be congured or used with a hybrid when it is GPU congured
Discrete MXM graphics card:
NOTE: NVIDIA N16E cards are procured from NVIDIA as complete assembly
●
AMDTM FireProTM W6150M Strato XT GL with 4 GB GDDR5 graphics subsystem memory
(128 MB x 32, 1.5 V, 1500 MHz, Qty 8) 128 bit FBW
●
NVIDIA® Quadro® M5000M: NVIDIA N16E-Q5 with 8 GB GDDR5 graphics subsystem
memory (128 MB x 32, 1.35 V, 1800 MHz, Qty 16) 256 bit FBW
●
NVIDIA Quadro M4000M: NVIDIA N16E-Q3 with 4 GB GDDR5 graphics subsystem
memory (128 MB x 32, 1.35 V, 1600 MHz, Qty 8) 256 bit FBW
●
NVIDIA Quadro M3000M: NVIDIA N16E-Q1 with 4 GB GDDR5 graphics subsystem
memory (128 MB x 32, 1.35 V, 1600 MHz, Qty 8) 256 bit FBW
●
NVIDIA Quadro M2000M: NVIDIA N16P-Q3 with 4 GB GDDR5 graphics subsystem
memory (128 MB x 32, 1.35 V, 1600 MHz, Qty 8) 128 bit FBW
●
NVIDIA Quadro M1000M: NVIDIA N16P-Q1 with 2 GB GDDR5 graphics subsystem
memory (128 MB x 32, 1.35 V, 1400 MHz, Qty 4) 128 bit FBW
Support for no discrete graphics option
Support for hybrid (switchable) graphics
Support for open GL
Support for DisplayPort 1.2 (supported through ThunderboltTM 3)
Support for AMD Enduro Technology
1
Category Description
Support for NVIDIA Optimus Technology
Support through an optional HP ZBook Thunderbolt 3 Dock for up to 4 displays (discrete) or 3
displays (UMA)
●
Support for AMD Eyenity Technology
●
Support for NVIDIA Mosaic Technology
Panel 17.3 in, light-emitting diode (LED) backlight
●
High denition+ (HD+), AG, Standard Viewing Angle (SVA) (1600 x 900 resolution, 220
nits (cd/m2), 60% CG, eDP, at), with or without camera
●
Full-high denition (FHD), AntiGlare (AG), Ultra-Wide Viewing Angle (UWVA), (1920 x
1080 resolution, 300 nits (cd/m2), 72% CG, eDP), at screen with or without camera
●
Full-high denition (FHD), AntiGlare (AG), Ultra-Wide Viewing Angle (UWVA), (1920 x
1080 resolution, 300 nits (cd/m2), 72% CG, eDP), slim touch screen with camera (not
available with WWAN)
●
Ultra-high denition (UHD), AG, red-green phosphors + blue-LED, UWVA Dream Color 3,
(3840×2160 resolution, 300 nits (cd/m
2
), 95% NTSC, with or without camera–Not
available with WWAN / UMA Graphics/1 DIMM memory
All panels are 16:9 aspect ratio
Memory Four customer accessible/upgradeable SODIMM slots (three or four SODIMM module
combination only available with Quad Core processors)
Support for DDR4 2133 MHz PC4-17000 dual channel memory
Supports up to 64 GB of system RAM in the following congurations:
DDR4-2133 (for models with Core processors):
●
64 GB total system memory (16384 MB x 4)
●
32 GB total system memory (16384 MB x 2, 8192 MB x 4)
●
16 GB total system memory (8192 MB x 2, 4096 MB x 4, 16384MB x 1)
●
8 GB total system memory (8192 MB×1, 4096 MB×2)
ECC DDR4-2133 (for models with Xeon processors):
●
64 GB total system memory (16384 MB x 4)
●
32 GB total system memory (16384 MB x 2, 8192 MB x 4)
●
16 GB total system memory (8192 MB x 2, 16384MB x 1)
●
8 GB total system memory (8192 MB×1)
Primary M.2 storage M.2 (Next-Generation Form Factor [NGFF]) SS/DS Solid State Drive (SSD) (2280) SATA:
Secondary M.2 storage M.2 (NGFF) SS/DS SSD (2280) SATA (only available if primary M.2 is selected):
2 Chapter 1 Product description
●
512 GB SATA-3 self-encrypting drive (Opal 2)
●
256 GB SATA-3 self-encrypting drive (Opal 2)
PCIe SSD:
●
1 TB Non-Volatile Memory Express (NVMe)
●
512 GB NVMe
●
256 GB NVMe
●
512 GB SATA-3 self-encrypting drive (Opal 2)
Category Description
●
256 GB SATA-3 self-encrypting drive (Opal 2)
PCIe SSD Z Turbo Drive (not available if primary M.2 SATA drive is selected):
●
1 TB NVMe
●
512 GB NVMe
●
256 GB NVMe
Primary 2.5 inch SATA storage Primary 2.5 inch storage is not a required category if PCIe SSD is selected. Supports 3D
DriveGuard.
●
500 GB 7200 rpm Self Encrypting Drive (SED, FIPS-140-2) or equivalent Opal2
●
500 GB 7200 rpm
●
500 GB 7200 rpm Self Encrypting Drive (SED) Opal
●
1 TB 7200 rpm
●
500 GB 5400 rpm Hybrid 8 GB cache
Secondary 2.5 inch SATA storage Secondary is only available if primary 2.5 inch SATA is selected. Supports 3D DriveGuard.
●
500 GB 7200 rpm Self Encrypting Drive (SED, FIPS-140-2) or equivalent Opal2
●
500 GB 7200 rpm
●
500 GB 7200 rpm Self Encrypting Drive (SED) or equivalent Opal2
●
1 TB 7200 rpm
●
500 GB 5400 rpm Hybrid 8 GB cache
Audio and video Stereo speakers (2)
Dual array microphone (dual microphone conguration is tied to camera)
Intel SST Audio (supported on Windows 10 and Windows 8.1)
Conexant Smart Amplier & Ambient Noise Suppression with DTS Studio Sound
TM
Integrated HD 720p webcam
Support for no webcam option
Ethernet Intel I219-LM 10/100/1000 Ethernet, with iAMT, with Intel I217-LM Gigabit Network
Connection
S3/S4/S5 wake on LAN
Wireless WLAN
Integrated wireless local area network (WLAN) options by way of wireless module
Two WLAN antennas built into display assembly
Supports no WLAN/no Bluetooth option
Bluetooth Disabled IOPT
Support for the following WLAN formats:
●
Intel Dual Band Wireless 8260 802.11 AC 2x2 WiFi + Bluetooth 4.2 Combo Adapter
●
Intel Dual Band Wireless 8260 802.11 AC 2x2 WiFi + Bluetooth 4.2 Combo Adapter, nonvPro
WWAN (select products only)
Supports no WWAN option
3
Category Description
Supports after market WWAN option
●
HP lt4120 Qualcomm® Snapdragon™ X5 LTE Mobile Broadband Module LTE/EVDO/HSPA
+ Gobi™ 4G Mobile Broadband Module
●
HP hs3110 HSPA+ Intel® Mobile Broadband Module
WPAN Bluetooth
BT 4.2 only supported via combo card
External media cards Integrated SD UHS-II ash media slot
Supports SD, SDHC, SDXC
Ports
Docking Docking support for HP Advanced Docking Station
Keyboard/pointing devices Keyboard
●
VGA (Dsub 15 pin) supporting:
◦
1920 x 1200 external resolution @ 75Hz
◦
Hot Plug / Unplug and auto detect
●
Multi-Pin AC Port
●
Audio-out (headphone)/Audio-in (microphone) combo jack
●
RJ-45 (Ethernet)
●
USB Type-C Thunderbolt (2)
●
USB 3.0 (3)
●
USB 3.0 charging
●
HDMI
Full-sized Chiclet (Island-style) keyboard with separate numeric keypad
Spill resistant with drain
Backlit
Windows 10 Dual Point (3 pick buttons pointing stick x 3 pick buttons TouchPad)
DuraKeys
TouchPad
●
On/o button
●
Glass with chemical etched surface
●
Taps enabled by default
●
Gestures enabled by default:
◦
2-nger scrolling
◦
2-nger zoom (pinch)
●
Image sensor TouchPad
Power requirements AC adapter
4 Chapter 1 Product description
●
200 W, HP Smart Adapter, slim
Battery
●
6 cell HP Long Life Prismatic 96 Whr (4.21 Ahr) Li-ion battery
Category Description
Power cord (localized)
3 wire plug, 1.8 m (with ground pin)
Security Support security lock
Trusted platform module (TPM) 9760 1.2/2.0 (Inneon; soldered down)
Fingerprint reader (select products only)
Integrated Smart Card Reader
BIOS preboot power on - BIOS option (password, ngerprint)
Drive Encryption preboot option (ngerprint, password, Smart Card)
Operating system Preinstalled:
●
Windows 10 Home 64 High-end, Threshold 2
●
Windows 10 Home 64 High-end Single Language, Threshold 2
●
Windows 10 Home 64 Chinese Market (CPPP), Threshold 2
●
Windows 10 Pro 64, Threshold 2
●
Windows 10 Pro 64 Downgrade Windows 7
●
Windows 7 Pro 64, Service Pack 1
●
FreeDOS 2.0
Restore media-DRDVD/SRDVD:
●
DRDVD Windows 10 (available with any Windows 10 operating system and required with
any Windows 10 Downgrade operating system)
●
DRDVD Windows 7 service pack 1 (available with any Windows 7 or Windows 10
Downgrade operating system)
Restore media-OSDVD:
●
Windows 10 Professional 64, Threshold 2 (only available and required with Windows 10
Downgrade operating system; not available in People’s Republic of China or Asia )
●
Windows 7 Service Pack 1 (available with any Windows 7 Professional or Windows 10
Downgrade operating system; not available in the People’s Republic of China or Asia)
●
For service only—Windows 8.1 Professional 64-bit, Windows 8.1 64-bit, Windows 8.1
Country Specic 64-bit, and Windows 8.1 Emerging Market 64-bit
Certied:
●
Microsoft WHQL
Supported:
●
Red Hat® Enterprise Linux (RHEL) 6.x 64 bit
●
Red Hat Enterprise Linux (RHEL) 7.x 64 bit
Web-only support:
●
Windows 10 Enterprise
●
Windows 7 Enterprise 64, service pack 1
●
Windows 8.1 Enterprise 64
●
Windows 8.1 Pro 64
●
Windows 8.1 EM 64
5
Category Description
●
Windows 8.1 ML 64
●
Windows 8.1 CH 64
Serviceability End user replaceable parts:
●
AC adapter
●
Battery (system)
●
Memory modules
●
Hard drives/SSD
●
M.2 Solid-state drives
●
WLAN module
●
WWAN module
6 Chapter 1 Product description
2 External component identication
Right
Component Description
(1) Smart card reader Supports optional Smart cards.
(2) Audio-out (headphone)/Audio-in (microphone)
combo jack
(3) USB 3.0 port Connects an optional USB device, such as a keyboard, mouse,
(4) HDMI port Connects an optional video or audio device, such as a high-
(5) External monitor port Connects an external VGA monitor or projector.
(6) USB Type-C (Thunderbolt-3-enabled) ports (2) Connect any USB device with a Type-C connector.
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.
NOTE: When a device is connected to the jack, the computer
speakers are disabled.
external drive, printer, scanner or USB hub.
denition television, any compatible digital or audio
component, or a high-speed High Denition Multimedia
Interface (HDMI) device.
NOTE: USB Type-C ports charge products such as cell phones,
laptops, tablets, and MP3 players, even when the computer is
o. Also, some USB Type-C ports connect DisplayPort, VGA,
HDMI, ThunderboltTM, and other video devices to provide video
output.
NOTE: Adapters (purchased separately) may be required.
Right 7
Left
Component Description
(7) Power connector Connects an AC adapter.
(8) Battery light When AC power is connected:
●
White: The battery charge is greater than 90 percent.
●
Amber: The battery charge is from 0 to 90 percent.
●
O: The battery is not charging.
When AC power is disconnected (battery not charging):
●
Blinking amber: The battery has reached a low battery
level. When the battery has reached a critical battery level,
the battery light begins blinking rapidly.
●
O: The battery is not charging.
Component Description
(1) Security cable slot Attaches an optional security cable to the computer.
NOTE: The security cable is designed to act as a deterrent, but
it may not prevent the computer from being mishandled or
stolen.
(2) RJ-45 (network) jack/status lights Connects a network cable.
●
Green (left): The network is connected.
●
Amber (right): Activity is occurring on the network.
(3) USB 3.0 ports (2) Connect an optional USB device, such as a keyboard, mouse,
external drive, printer, scanner or USB hub.
(4) USB 3.0 charging (powered) port Connects an optional USB device, such as a keyboard, mouse,
external drive, printer, scanner or USB hub. Standard USB ports
will not charge all USB devices or will charge using a low current.
Some USB devices require power and require you to use a
powered port.
8 Chapter 2 External component identication
Display
Component Description
NOTE: USB charging ports can also charge select models of
cell phones and MP3 players, even when the computer is o.
(5) Memory card reader Reads optional memory cards that store, manage, share, or
access information.
Component Description
(1) WLAN antennas* Send and receive wireless signals to communicate with wireless local
area networks (WLANs). The antennas for your product will be
located within this area.
(2) WWAN antennas (select products only)* Send and receive wireless signals to communicate with wireless wide
area networks (WWANs).
(3) Internal microphones (2) Record sound.
(4) Webcam light (select products only) On: The webcam is in use.
(5) Webcam (select products only) Records video and captures photographs. Some models allow you to
video conference and chat online using streaming video.
*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.
Display 9
Top
TouchPad
Component Description
(1) Pointing stick Moves the pointer and selects or activates items on the screen.
(2) Left pointing stick button Functions like the left button on an external mouse.
(3) TouchPad on/o button Turns the TouchPad on and o.
(4) TouchPad zone Reads your nger gestures to move the pointer or activate
items on the screen.
(5) Left TouchPad button Functions like the left button on an external mouse.
(6) Right pointing stick button Functions like the right button on an external mouse.
(7) Center pointing stick button Functions like the center button on an external mouse.
(8) Center TouchPad button Functions like the center button on an external mouse.
(9) Right TouchPad button Functions like the right button on an external mouse.
10 Chapter 2 External component identication
Lights
Component Description
(1) Power light
(2) Caps lock light On: Caps lock is on, which switches the key input to all capital
(3) Microphone mute light
(4) Num lock light On: Num lock is on.
(5) Wireless light On: An integrated wireless device, such as a wireless local area
(6) Mute light
(7) TouchPad light
●
On: The computer is on.
●
Blinking: The computer is in the Sleep state, a power-saving
state. The computer shuts o power to the display and
other unneeded components.
●
O: The computer is o or in Hibernation. Hibernation is a
power-saving state that uses the least amount of power.
letters.
●
Amber: microphone sound is o.
●
O: microphone sound is on.
network (WLAN) device and/or a Bluetooth® device, is on.
NOTE: On some models, the wireless light is amber when all
wireless devices are o.
●
Amber: Computer sound is o.
●
O: Computer sound is on.
●
On: The TouchPad is o.
●
O: The TouchPad is on.
Top 11
Buttons and ngerprint reader
Component Description
(1) Power button
(2) Wireless button Turns the wireless feature on or o but does not establish a
(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
●
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.
wireless connection.
A wireless network must be set up before a wireless connection is
possible.
logon.
12 Chapter 2 External component identication
Special function keys
Component Description
(1) esc key Displays system information when pressed in combination with
(2) fn key Executes frequently used system functions when pressed in
the fn key.
combination with a function key, the num lock key, or the esc
key.
See Using the hot keys on page 13.
(3) Windows key Opens the Start menu.
(4) num lock key Turns the numeric keypad on and o.
(5) Integrated numeric keypad A separate keypad to the right of the alphabet keyboard that
Using the hot keys
To use a hot key:
▲
Press the fn key, and then press the correct function key represented by the icons below.
Press fn+function key Description
NOTE: Pressing the Windows key again will close the Start
menu.
enables you to add, subtract, and perform other numeric tasks.
When num lock is on, the integrated keypad can be used like an
external numeric keypad.
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 between display devices connected to the system. For example, if a monitor is
connected to the computer, repeatedly pressing this key alternates the screen image from the computer
display to the monitor display to a simultaneous display on both the computer and the monitor.
Top 13
Press fn+function key Description
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.
14 Chapter 2 External component identication
Bottom
Component Description
(1) Service door Provides access to the hard drive bay, the WLAN module
slot, the WWAN module slot, and the memory module
slots.
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 computer
functionality, and then contact support.
(2) Service door release screws Releases the service door.
(3) Vents 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.
(4) Spill drain Allows spilled liquids, such as sodas or coee, to drain out
of the computer.
Bottom 15
Front
Component Description
(1) Wireless light On: An integrated wireless device, such as a wireless local
area network (WLAN) device and/or a Bluetooth® device, is
on.
NOTE: On some models, the wireless light is amber when
all wireless devices are o.
(2) Power light
(3) Battery light When AC power is connected:
(4) Drive light
(5) Speakers Produce sound.
●
On: The computer is on.
●
Blinking: The computer is in the Sleep state, a powersaving state. The computer shuts o power to the
display and other unneeded components.
●
O: The computer is o or in Hibernation.
Hibernation is a power-saving state that uses the
least amount of power.
●
White: The battery charge is greater than 90 percent.
●
Amber: The battery charge is from 0 to 90 percent.
●
O: The battery is not charging.
When AC power is disconnected (battery not charging):
●
Blinking amber: The battery has reached a low
battery level. When the battery has reached a critical
battery level, the battery light begins blinking
rapidly.
●
O: The battery is not charging.
●
Blinking white: The hard drive is being accessed.
●
Amber: HP 3D DriveGuard has temporarily parked the
hard drive.
16 Chapter 2 External component identication
Labels
The labels axed to the computer provide information you may need when you troubleshoot system
problems or travel internationally with the computer.
IMPORTANT: Check the following locations for the labels described in this section: the bottom of the
computer, inside the battery bay, under the service door, or on the back of the display.
●
Service label—Provides important information to identify your computer. When contacting support, you
will probably be asked for the serial number, and possibly for the product number or the model number.
Locate these numbers before you contact support.
Your service label will resemble one of the examples shown below. Refer to the illustration that most
closely matches the service label on your computer.
Component
(1) Serial number
(2) Product number
(3) Warranty period
(4) Model number (select products only)
Component
(1) Model name (select products only)
(2) Product number
(3) Serial number
(4) Warranty period
●
Regulatory label(s)—Provide(s) regulatory information about the computer.
●
Wireless certication label(s)—Provide(s) information about optional wireless devices and the approval
markings for the countries or regions in which the devices have been approved for use.
Labels 17
3 Illustrated parts catalog
Computer major components
NOTE: HP continually improves and changes product parts. For complete and current information on
supported parts for your computer, go to http://partsurfer.hp.com, select your country or region, and then
follow the on-screen instructions.
18 Chapter 3 Illustrated parts catalog
Item Component Spare part number
(1) 17.3 in, display assembly: The Dream Color 3 display assembly is spared as a whole unit assembly only. The LED display
assembly is spared at the subcomponent level only. For more LED display assembly spare part information, see Display
assembly subcomponents on page 23.
UHD, UWVA, Dream Color 3 display assembly not equipped with a webcam 848393-001
UHD, UWVA, Dream Color 3 display assembly equipped with a webcam 848394-001
(2) Keyboard (includes keyboard cable):
For use in Belgium 848311-A41
Computer major components 19
Item Component Spare part number
For use in Brazil 848311-201
For use in Bulgaria 848311-261
For use in Canada 848311-DB1
For use in the Czech Republic and Slovakia 848311-FL1
For use in Denmark 848311-081
For use in France 848311-051
For use in Germany 848311-041
For use in Greece 848311-151
For use in Hungary 848311-211
For use in Iceland 848311-DD1
For use in India 848311-D61
For use internationally 848311-B31
For use in Israel 848311-BB1
For use in Italy 848311-061
For use in Japan 848311-291
For use in Latin America 848311-161
For use in Northwest Africa 848311-FP1
For use in Norway 848311-091
For use in Portugal 848311-131
For use in Romania 848311-271
For use in Russia 848311-251
For use in Saudi Arabia 848311-171
For use in Slovenia 848311-BA1
For use in South Korea 848311-AD1
For use in Spain 848311-071
For use in Sweden and Finland 848311-B71
For use in Switzerland 848311-BG1
For use in Taiwan 848311-AB1
For use in Thailand 848311-281
For use in Turkey 848311-141
For use in the United Kingdom 848311-031
For use in the United States 848311-001
(3) Top cover 850108-001
(4) System board (includes processor and replacement thermal material):
20 Chapter 3 Illustrated parts catalog
Item Component Spare part number
All system boards use the following part numbers:
xxxxxx-001: Windows 7 or non-Windows operating systems
xxxxxx-601: Windows 10 operating system
Intel Xeon E3-1535M processor 848306-xxx
Intel Core i7-6820HQ processor 848304-xxx
Intel Core i7-6700HQ processor 848302-xxx
Intel Core i5-6440HQ processor 848300-xxx
(5) Memory module
DDR4-2133 for use with Core processors:
ECC DDR4-2133 for use with XEON processors:
(6) Heat sink
(7) Discrete graphics board:
NVIDIA Quadro M5000M: NVIDIA N16E-Q5 with 8 GB GDDR5 graphics subsystem memory 827228-001
NVIDIA Quadro M4000M: NVIDIA N16E-Q3 with 4 GB GDDR5 graphics subsystem memory 827227-001
NVIDIA Quadro M3000M: NVIDIA N16E-Q1 with 4 GB GDDR5 graphics subsystem memory 827226-001
NVIDIA Quadro M2000M: NVIDIA N16P-Q3 with 4 GB GDDR5 graphics subsystem memory 850114-001
NVIDIA Quadro M1000M: NVIDIA N16P-Q1 with 2 GB GDDR5 graphics subsystem memory 850113-001
AMD FirePro W6150M Strato XT GL with 4 GB GDDR5 graphics subsystem memory 850115-001
(8) Heat sink
●
16 GB 820571-001
●
8 GB 820570-001
●
4 GB 820569-001
●
16 GB, ECC 835886-001
●
8 GB, ECC 835887-001
For use only with models with UMA graphics memory
850112-001
For use only with models with NVIDIA N16P discrete graphics memory 850109-001
For use only with models with NVIDIA N16E discrete graphics memory 850110-001
For use only with models with AMD Strato XT GL discrete graphics memory 850111-001
(9) CPU fan (includes replacement thermal material) 848377-001
(10) GPU fan (includes replacement thermal material) (This fan is included as a blank for models
with UMA graphics memory.)
For use only with models with discrete graphics memory 848378-001
For models with UMA graphics memory 848376-001
(11) M.2 SSD (primary and secondary):
1 TB, Z Turbo drive PCIe 848366-001
Computer major components 21
Item Component Spare part number
512 GB, Z Turbo Drive, PCIe 848364-001
256 GB, Z Turbo Drive, PCIe 848363-001
256 GB, SATA-3, self-encrypting drive (SED), Opal 2 848365-001
512 GB, SATA-3, self-encrypting drive (SED), Opal 2 848367-001
(12) RTC battery (includes cable and double-sided adhesive) 848362-001
(13) WLAN module:
Intel Dual Band Wireless-AC 8260 3rd Gen Intel 802.11ac, Dual Band, 2x2 Wi-Fi + Bluetooth
4.2
Intel Dual Band Wireless-AC 8260 3rd Gen Intel 802.11ac, Dual Band, 2x2 Wi-Fi + Bluetooth
4.2 (non-vPro)
(14) WWAN module:
HP lt4120 Qualcomm® Snapdragon™ X5 LTE/EVDO/HSPA+ Gobi 4G Mobile Broadband
Module
HP hs3110 HSPA+ Intel® Mobile Broadband Module 822828-001
(15) TouchPad module (includes cable) 850944-001
(16) Display LED board 848374-001
(17) Fingerprint reader assembly 850116-001
(18) Smart card reader board 848373-001
(19) Speakers (include cable) 848361-001
(20) Middle frame 851613-001
(21) Hard drive, 2.5 inch
500 GB 5400 RPM SATA RAW Hybrid 8 GB cache 7 mm 732000-001
1 TB 7200 RPM SATA RAW 9.5 mm 766644-001
500 GB 7200 RPM SATA FIPS RAW 7 mm 820572-001
806721-001
806722-001
800870-001
500 GB 7200 RPM SATA SED RAW 7 mm 820573-001
(22) Battery, 6 Cell 96 WHr 4.21 Ah, Li-ion battery 808451-001
(23) Service door 848345-001
22 Chapter 3 Illustrated parts catalog
Display assembly subcomponents
Item Component Spare part number
(1) Display bezel
For use only on computer models equipped with a webcam 850119-001
For use only on computer models not equipped with a webcam 848368-001
(2) Webcam module (includes double-sided adhesive) 848264-001
Microphone module (for models without webcams, includes double-sided adhesive) 854110-001
(3) Display panel
17.3 in, FHD, UWVA, AG display panel 848391-001
17.3 in, HD+, SVA, AG display panel 848392-001
(4) Display Cable Kit 848379-001
Display assembly subcomponents 23
Item Component Spare part number
(5) WWAN antenna 848347-001
(6) WLAN antenna 848346-001
(7) Dream Color calibration board (select products only) 848375-001
(8) Display hinges (includes left and right hinges) 848370-001
(9) Display enclosure 848348-001
24 Chapter 3 Illustrated parts catalog
Miscellaneous parts
Component Spare part number
AC adapter:
200 W HP Smart adapter (PFC, 4.5 mm, slim, 3 p) 835888-001
HP USB Type-C to VGA adapter 831751-001
HP USB Type-C to DisplayPort adapter 831753-001
Bracket kit (includes EDP bracket, the security lock bracket, anti-magnetic speaker bracket, USB ports
brackets, and ngerprint reader bracket)
Cable kit (includes TouchPad cable and pointing stick cable) 848372-001
Hard drive hardware kit (includes drive bracket, screws and cable) 848351-001
HP Professional Slim Top Load Case 703888-001
HP Ultraslim Keyed Cable Lock 703372-001
HP USB External DVD+RW Drive 747080-001
Mouse:
HP USB laser 674318-001
HP Comfort Grip Wireless 691922-001
HP Ultrathin Bluetooth Mouse 811730-001
Plastics kit (includes inserts for the ngerprint reader and SD card, gaskets, LCD conductive tape, and
LCD sponge)
Power cord (3-pin, black, 1.83 m):
For use in Argentina 491683-D01
For use in Asia Pacic region 491683-D91
For use in Australia 491683-011
848360-001
850117-001
For use in Brazil 491683-202
For use in Denmark 491683-081
For use in Europe 491683-022
For use in Israel 491683-BB1
For use in Italy 491683-061
For use in Japan 491683-291
For use in North America 491683-001
For use in the People's Republic of China 491683-AA1
For use in South Korea 491683-AD1
For use in Switzerland 491683-111
For use in Taiwan 491683-AB1
For use in Thailand 491683-201
Miscellaneous parts 25
Component Spare part number
For use in the United Kingdom and Singapore 491683-031
Screw Kit 851612-001
26 Chapter 3 Illustrated parts catalog
4 Removal and replacement procedures
preliminary requirements
Tools required
You will need the following tools to complete the removal and replacement procedures:
●
Flat-bladed screw driver
●
Magnetic screw driver
●
Phillips P0 and P1 screw drivers
●
Torx screw driver
●
Thin plastic utility tool
Service considerations
The following sections include some of the considerations that you must keep in mind during disassembly
and assembly procedures.
NOTE: As you remove each subassembly from the computer, place the subassembly (and all accompanying
screws) away from the work area to prevent damage.
Plastic parts
CAUTION: Using excessive force during disassembly and reassembly can damage plastic parts. Use care
when handling the plastic parts. Apply pressure only at the points designated in the
maintenance instructions.
Tools required 27
Cables and connectors
CAUTION: When servicing the computer, be sure that cables are placed in their proper locations during the
reassembly process. Improper cable placement can damage the computer.
Cables must be handled with extreme care to avoid damage. Apply only the tension required to unseat or seat
the cables during removal and insertion. Handle cables by the connector whenever possible. In all cases, avoid
bending, twisting, or tearing cables. Be sure that cables are routed in such a way that they cannot be caught
or snagged by parts being removed or replaced. Handle ex cables with extreme care; these cables tear
easily.
See Cable management on page 147 and Connector types on page 148 for additional information about
removing and replacing cables.
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 an optical drive, be sure that a disc is not in the drive and be sure that the optical drive tray is
closed.
Handle drives on surfaces covered with at least one inch of shock-proof foam.
Avoid dropping drives from any height onto any surface.
After removing a hard drive or an optical drive, place it in a static-proof bag.
Avoid exposing an internal hard drive to products that have magnetic elds, such as monitors or speakers.
Avoid exposing a drive to temperature extremes or liquids.
If a drive must be mailed, place the drive in a bubble pack mailer or other suitable form of protective
packaging and label the package “FRAGILE.”
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
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 plastic foam 14,500 V 5,000 V 3,500 V
Removing bubble pack from PCB 26,500 V 20,000 V 7,000 V
Packing PCBs in foam-lined box 21,000 V 11,000 V 5,000 V
Grounding guidelines 29
Packaging and transporting guidelines
Follow these grounding guidelines when packaging and transporting equipment:
●
To avoid hand contact, transport products in static-safe tubes, bags, or boxes.
●
Protect ESD-sensitive parts and assemblies with conductive or approved containers or packaging.
●
Keep ESD-sensitive parts in their containers until the parts arrive at static-free workstations.
●
Place items on a grounded surface before removing items from their containers.
●
Always be properly grounded when touching a component or assembly.
●
Store reusable ESD-sensitive parts from assemblies in protective packaging or nonconductive foam.
●
Use transporters and conveyors made of antistatic belts and roller bushings. Be sure that mechanized
equipment used for moving materials is wired to ground and that proper materials are selected to avoid
static charging. When grounding is not possible, use an ionizer to dissipate electric charges.
Workstation guidelines
Follow these grounding workstation guidelines:
●
Cover the workstation with approved static-shielding material.
●
Use a wrist strap connected to a properly grounded work surface and use properly grounded tools and
equipment.
●
Use conductive 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 plastic
foam.
●
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
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
with the skin.
The following grounding equipment is recommended to prevent electrostatic damage:
●
Antistatic tape
●
Antistatic smocks, aprons, and sleeve protectors
●
Conductive bins and other assembly or soldering aids
●
Nonconductive foam
●
Conductive tabletop workstations with ground cords of one megohm resistance
●
Static-dissipative tables or oor mats with hard ties to the ground
eective, the conductive equipment must be worn in contact
●
Field service kits
●
Static awareness labels
●
Material-handling packages
●
Nonconductive plastic bags, tubes, or boxes
●
Metal tote boxes
●
Electrostatic voltage levels and protective materials
The following table lists the shielding protection provided by antistatic bags and oor mats.
Material Use Voltage protection level
Antistatic plastics Bags 1,500 V
Carbon-loaded plastic Floor mats 7,500 V
Metallized laminate Floor mats 5,000 V
Grounding guidelines 31
5 Removal and replacement procedures for
Customer Self-Repair parts
NOTE: The Customer Self-Repair program is not available in all locations. Installing a part not supported by
the Customer Self-Repair program may void your warranty. Check your warranty to determine if Customer
Self-Repair is supported in your location.
NOTE: HP continually improves and changes product parts. For complete and current information on
supported parts for your computer, go to http://partsurfer.hp.com, select your country or region, and then
follow the on-screen instructions.
Component replacement procedures
NOTE: Please read and follow the procedures described here to access and replace Customer Self-Repair
parts successfully.
NOTE: Details about your computer, including model, serial number, product key, and length of warranty,
are on the service tag on the bottom of your computer. See Labels on page 17 for details.
This chapter provides removal and replacement procedures for Customer Self-Repair parts.
There are as many as 30 screws that must be removed, replaced, and/or loosened when servicing Customer
Self-Repair parts. Make special note of each screw size and location during removal and replacement.
32 Chapter 5 Removal and replacement procedures for Customer Self-Repair parts
Service door
Description Spare part number
Service door 848345-001
Before removing the service door, 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.
Remove the service door:
1. Turn the computer upside down on a at surface.
2. Loosen the 11 Torx captive screws (1) to release the service door.
3. Remove the service door (2).
computer on, and then shut it down through the operating system.
Reverse this procedure to install the service door.
Component replacement procedures 33
Battery
Description Spare part number
6 cell HP Long Life Prismatic 96 Whr (4.21 Ahr) Li-ion battery 808451-001
Before removing the battery, follow these steps:
1. Turn o the computer. If you are unsure whether the computer is o or in Hibernation, turn the
computer on, and then shut it down through the operating system.
2. Disconnect the power from the computer by unplugging the power cord from the computer.
3. Disconnect all external devices from the computer.
4. Remove the service door (see Service door on page 33).
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. Remove the three Phillips screws (2) that secure the battery to the computer.
3. Pull the battery tab (3) to remove the battery from the computer.
34 Chapter 5 Removal and replacement procedures for Customer Self-Repair parts
Reverse this procedure to install the battery.
Hard drive
NOTE: The hard drive spare kit does not include the hard drive bracket or hard drive cable. The hard drive
bracket, screws, and hard drive cable are included in the Hard Drive Hardware Kit, spare part number
848351-001.
Description Spare part number
500 GB 5400 RPM SATA RAW Hybrid 8 GB cache 7 mm 732000-001
1 TB 7200 RPM SATA RAW 9.5 mm 766644-001
500 GB 7200 RPM SATA FIPS RAW 7 mm 820572-001
500 GB 7200 RPM SATA SED RAW 7 mm 820573-001
Before removing the hard drive, follow these steps:
1. Shut down the computer. If you are unsure whether the computer is o or in Hibernation, turn the
2. Disconnect the power from the computer by unplugging the power cord from the computer.
3. Disconnect all external devices from the computer.
computer on, and then shut it down through the operating system.
4. Remove the service door (see Service door on page 33).
5. Disconnect the battery cable from the system board (see Battery on page 34).
Remove the hard drive:
1. Lift the hard drive connector (1), and then release the hard drive cable (2) from the guide.
2. Loosen the four captive screws (3) that secure the hard drive to the bottom cover.
Component replacement procedures 35
3. Lift the tab and remove the primary hard drive (4).
36 Chapter 5 Removal and replacement procedures for Customer Self-Repair parts
4. Repeat steps 1 through 4 to remove the secondary hard drive.
5. If it is necessary to replace the hard drive connector adapter on a hard drive, slide the adapter (1) o of
the front end of the hard drive.
Component replacement procedures 37
6. If it is necessary to replace the hard drive bracket, remove the four screws (2) of the bracket from the
hard drive, and then lift the bracket straight up (3) and remove the bracket from the hard drive.
Reverse this procedure to reassemble and install the hard drives.
38 Chapter 5 Removal and replacement procedures for Customer Self-Repair parts
Solid-state drives (M.2)
Description Spare part number
1 TB, Z Turbo drive PCIe 848366-001
512 GB, Z Turbo Drive, PCIe 848364-001
256 GB, Z Turbo Drive, PCIe 848363-001
256 GB, SATA-3, self-encrypting drive (SED), Opal 2 848365-001
512 GB, SATA-3, self-encrypting drive (SED), Opal 2 848367-001
Before removing the SSD, 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 service door (see Service door on page 33).
5. Disconnect the battery (see Battery on page 34).
6. If you are removing the secondary SSD, remove the secondary hard drive (see Hard drive on page 35).
NOTE: The secondary SSD is only available if a primary SSD is installed.
Remove the SSD:
1. Remove the Phillips screw (1) that secures the solid-state drive to the system board.
2. Remove the SSD (2) by pulling the drive away from the slot at an angle.
Reverse this procedure to install the solid-state drive.
Component replacement procedures 39
WLAN module
Description Spare part number
Intel Dual Band Wireless-AC 8260 3rd Gen Intel 802.11ac, Dual Band, 2x2 Wi-Fi + Bluetooth 4.2 806721-001
Intel Dual Band Wireless-AC 8260 3rd Gen Intel 802.11ac, Dual Band, 2x2 Wi-Fi + Bluetooth 4.2 (nonvPro)
806722-001
CAUTION: To prevent an unresponsive system, replace the wireless module only with a wireless module
authorized for use in the computer by the governmental agency that regulates wireless devices in your
country or region. If you replace the module and then receive a warning message, remove the module to
restore device functionality, and then contact technical support.
Before removing the WLAN module, follow these steps:
1. Turn o the computer. If you are unsure whether the computer is o or in Hibernation, turn the
computer on, and then shut it down through the operating system.
2. Disconnect the power from the computer by unplugging the power cord from the computer.
3. Disconnect all external devices from the computer.
4. Remove the service door (see Service door on page 33).
5. Disconnect the battery (see Battery on page 34).
Remove the WLAN module:
1. Disconnect the WLAN antenna cables (1) from the terminals on the WLAN module.
NOTE: The WLAN antenna cable labeled “1” connects to the WLAN module “Main” terminal labeled “1”.
The WLAN antenna cable labeled “2” connects to the WLAN module “Aux” terminal labeled “2”.
2. Remove the Phillips screw (2) that secures the WLAN module to the system board. (The WLAN module
tilts up.)
40 Chapter 5 Removal and replacement procedures for Customer Self-Repair parts
3. Remove the WLAN module (3) by pulling the module away from the slot at an angle.
NOTE: If the WLAN antenna cables are not connected to the terminals on the WLAN module, protective
sleeves should be installed on the antenna connectors, as shown in the following illustration.
Reverse this procedure to install the WLAN module.
Component replacement procedures 41
WWAN module
NOTE: The WWAN module and the WLAN module are not interchangeable.
Description Spare part number
HP lt4120 Qualcomm Snapdragon X5 LTE/EVDO/HSPA+ Gobi 4G Mobile Broadband Module 800870-001
HP hs3110 HSPA Intel Mobile Broadband Module 822828-001
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 service door (see Service door on page 33).
5. Disconnect the battery (see Battery on page 34).
Remove the WWAN module:
1. Disconnect the WWAN antenna cables (1) from the terminals on the WWAN module.
NOTE: The red WWAN antenna cable is connected to the WWAN module “Main” terminal. The blue
WWAN antenna cable is connected to the WWAN module “Aux” terminal.
2. Remove the Phillips screw (2) that secures the WWAN module to the base enclosure.
42 Chapter 5 Removal and replacement procedures for Customer Self-Repair parts
3. Remove the WWAN module (3) by pulling the module away from the slot.
NOTE: WWAN modules are designed with a notch to prevent incorrect insertion.
NOTE: If the WWAN antennas are not connected to the terminals on the WWAN module, the protective
sleeves must be installed on the antenna connectors, as shown in the following illustration.
Reverse this procedure to install the WWAN module.
Component replacement procedures 43
Memory module
Description Spare part number
DDR4-2133 for use with Core processors:
16 GB 820571-001
8 GB 820570-001
4 GB 820569-001
ECC DDR4-2133 for use with XEON processors:
16 GB, ECC 835886-001
8 GB, ECC 835887-001
Update BIOS before adding memory modules
Before adding new memory, make sure you update the computer to the latest BIOS.
CAUTION: Failure to update the computer to the latest BIOS prior to installing new memory may result in
various system problems.
To update BIOS:
1. Navigate to http:\\www.hp.com.
2. Select Support > Support & drivers.
3. In the Enter my HP model number box, type the computer model information, and then select Find my
product.
-or-
Select Identify now.
4. Select the link for the computer model.
5. Select the language and the operating system.
6. Under the downloads heading, select the BIOS link.
7. Select the link for the most recent BIOS.
8. Select 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 service door (see Service door on page 33).
5. Disconnect the battery (see Battery on page 34).
Remove the memory module:
44 Chapter 5 Removal and replacement procedures for Customer Self-Repair parts
1. Identify the location of the memory module slots (1) – (4). The system memory must be installed in the
order shown. The BIOS checks for this and will not boot if the memory is not installed into the correct
slots. The BIOS will display a message in POST notifying the user that the system memory is not
installed in the proper order.
2. Spread the retaining tabs (1) on each side of the memory module slot to release the memory module.
(The memory module tilts up.)
3. Remove the memory module (2) by pulling the module away from the slot at an angle.
Reverse this procedure to install a memory module.
Component replacement procedures 45
6 Removal and replacement procedures for
authorized service provider parts
CAUTION: Components described in this chapter should be accessed only by an authorized service provider.
Users who access these parts can damage the computer or void the warranty.
NOTE: HP continually improves and changes product parts. For complete and current information on
supported parts for your computer, go to http://partsurfer.hp.com, select your country or region, and then
follow the on-screen instructions.
Component replacement procedures
There are as many as 88 screws that must be removed, replaced, and/or loosened when servicing the parts
described in this chapter. Make special note of each screw size and location during removal and replacement.
46 Chapter 6 Removal and replacement procedures for authorized service provider parts
RTC battery
Description Spare part number
RTC battery (includes cable and double-sided adhesive) 848362-001
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 service door (see Service door on page 33).
5. Disconnect the battery (see Battery on page 34).
Remove the RTC battery:
1. Disconnect the RTC battery cable (1) from the system board.
2. Using a plastic tool, detach the RTC battery (2) from the base enclosure and remove it from the
computer on, and then shut it down through the operating system.
computer. (The RTC battery is attached to the base enclosure with double-sided adhesive.)
Reverse this procedure to install the RTC battery.
Component replacement procedures 47
Middle frame
Description Spare part number
Middle frame 851613-001
Before removing the middle frame, 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 service door (see Service door on page 33).
5. Disconnect the battery (see Battery on page 34).
6. Remove the hard drives (see Hard drive on page 35).
7. Remove the SSDs (see Solid-state drives (M.2) on page 39).
Remove the middle frame:
1. Remove the four screws (1) attaching the middle frame to the computer
2. Remove the middle frame (2).
Reverse this procedure to install the middle frame.
48 Chapter 6 Removal and replacement procedures for authorized service provider parts
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 service door (see Service door on page 33).
5. Remove the battery (see Battery on page 34).
6. Remove the hard drives (see Hard drive on page 35).
7. Remove the SSDs (see Solid-state drives (M.2) on page 39).
8. Remove the middle frame (see Middle frame on page 48).
Remove the speakers:
Description Spare part number
Anti-magnetic speaker bracket (part of the bracket kit) 848360-001
Speakers (includes cable) 848361-001
computer on, and then shut it down through the operating system.
1. Remove the Phillips screw (1) that secure the anti-magnetic speaker bracket to the computer.
2. Remove the bracket (2).
3. Remove the two Phillips screws (1) that secure the right speaker to the computer.
4. Remove the right speaker (2).
Component replacement procedures 49
5. Remove the Phillips screw (3) that secures the speaker cable to the system board, and then release the
cable from the guides (4) securing it to the computer.
6. Remove the two Phillips screws (5) that secure the left speaker to the computer.
7. Remove the left speaker (6).
Reverse this procedure to install the speakers.
50 Chapter 6 Removal and replacement procedures for authorized service provider parts
TouchPad
Before removing the TouchPad, 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 service door (see Service door on page 33).
5. Remove the battery (see Battery on page 34).
6. Remove the hard drives (see Hard drive on page 35).
7. Remove the SSDs (see Solid-state drives (M.2) on page 39).
8. Remove the middle frame (see Middle frame on page 48).
9. Remove the anti-magnetic bracket and right speaker (see Speakers on page 49).
Remove the TouchPad:
Description Spare part number
TouchPad module (included cable) 850944-001
computer on, and then shut it down through the operating system.
1. Open the zero insertion force (ZIF) connector (1) on the system board to release the TouchPad ribbon
cable.
2. Carefully remove the ribbon cable (2) from the adhesive securing it to the computer.
3. Remove the three Phillips screws (3) that secure the TouchPad.
4. Lift the TouchPad (4) up at an angle, and then remove the TouchPad (5) from the computer.
Reverse this procedure to install the TouchPad.
Component replacement procedures 51
Smart Card reader board
Description Spare part number
Smart Card reader bracket (part of the plastics kit) 850117-001
Smart Card reader board 848373-001
Before removing the Smart Card 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 service door (see Service door on page 33).
5. Remove the battery (see Battery on page 34).
Remove the Smart Card reader board:
1. Remove the three screws (1) that secure the Smart Card reader bracket to the computer.
2. Release the cable (2) from the guides securing it.
3. Remove the bracket (3).
4. Open the ZIF connector (1) on the system board to release the Smart Card board ribbon cable.
5. Carefully lift the ribbon cable (2) to release it from the adhesive securing it to the computer.
6. Remove the two Phillips screws (3) that secure the board and the plastic guide to the computer.
52 Chapter 6 Removal and replacement procedures for authorized service provider parts
7. Remove the board (4).
Reverse this procedure to install the Smart Card reader board.
Component replacement procedures 53
Fingerprint reader board
Description Spare part number
Fingerprint reader board bracket (part of the bracket kit) 848360-001
Fingerprint reader board 850116-001
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 service door (see Service door on page 33).
5. Remove the battery (see Battery on page 34).
6. Remove the Smart Card reader board (see Smart Card reader board on page 52).
Remove the ngerprint reader board:
1. Remove the Phillips screw (1) that secures the ngerprint reader board bracket to the computer.
2. Lift the bracket up (2) and then slide the bracket o the ngerprint reader (3).
3. Open the ZIF connector (4) on the system board to release the ngerprint reader cable.
4. Carefully lift the ribbon cable (5) to release it from adhesive securing it to the computer.
5. Release the ngerprint reader (6) from the double-sided tape and remove it from the computer.
Reverse this procedure to install the ngerprint reader board.
54 Chapter 6 Removal and replacement procedures for authorized service provider parts
Fans
Description Spare part number
CPU fan (includes replacement thermal material) 848377-001
GPU Fan (includes replacement thermal material) (This fan is included as a blank for models with UMA
graphics memory.):
●
For use only with models with discrete graphics memory 848378-001
●
For models with UMA graphics memory 848376-001
Before removing the fans, 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 service door (see Service door on page 33).
5. Disconnect the battery (see Battery on page 34).
Remove the fans:
1. Release the fan connection (1) on the CPU fan, and then release the two captive screws (2) securing the
CPU fan to the computer.
2. Release the display cable (3) and remove it from the routing around the fan, and then remove the fan (4)
from the computer.
3. Release the fan connection (1) on the GPU fan, and then release the two captive screws (2) securing the
GPU fan to the computer.
Component replacement procedures 55
4. Release the display cable (3) from the routing around the fan, and then remove the fan (4) from the
computer.
Reverse this procedure to install the fans.
Discrete graphics board
Description Spare part number
NVIDIA Quadro M5000M: NVIDIA N16E-Q5 with 8 GB GDDR5 graphics subsystem memory 827228-001
NVIDIA Quadro M4000M: NVIDIA N16E-Q3 with 4 GB GDDR5 graphics subsystem memory 827227-001
NVIDIA Quadro M3000M: NVIDIA N16E-Q1 with 4 GB GDDR5 graphics subsystem memory 827226-001
NVIDIA Quadro M2000M: NVIDIA N16P-Q3 with 4 GB GDDR5 graphics subsystem memory 850114-001
NVIDIA Quadro M1000M: NVIDIA N16P-Q1 with 2 GB GDDR5 graphics subsystem memory 850113-001
AMD FirePro W6150M Strato XT GL with 4 GB GDDR5 graphics subsystem memory 850115-001
Before removing the discrete 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 service door (see Service door on page 33).
5. Disconnect the battery (see Battery on page 34).
6. Remove the GPU fan (see Fans on page 55).
Remove the discrete graphics board:
56 Chapter 6 Removal and replacement procedures for authorized service provider parts
▲
Remove the two screws (1) securing the board to the system board, and then remove the discrete
graphics board (2).
Reverse this procedure to install the discrete graphics board.
Display LED board
Description Spare part number
Display LED board 848374-001
Before removing the display LED 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 service door (see Service door on page 33).
5. Remove the service door (see Service door on page 33).
6. Remove the battery (see Battery on page 34).
7. Remove the secondary hard drive (see Hard drive on page 35).
8. Remove the secondary SSD (see Solid-state drives (M.2) on page 39).
Remove the display LED board:
1. Open the ZIF connector (1) on the system board to release the display LED board ribbon cable, and then
release the ribbon cable (2) from the adhesive securing it to the computer.
Component replacement procedures 57
2. Remove the screw (3) securing the board to the computer, and then remove the display LED board (4).
Reverse this procedure to install the display LED board.
Heat sink
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
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 service door (see Service door on page 33).
5. Disconnect the battery (see Battery on page 34).
Remove the heat sink:
Description Spare part number
Heat sink for use only with models with NVIDIA N16P discrete graphics memory 850109-001
Heat sink for use only with models with NVIDIA N16E discrete graphics memory 850110-001
Heat sink for use only with models with AMD Strato XT GL discrete graphics memory 850111-001
Heat sink for use only with models with UMA graphics memory 850112-001
computer on, and then shut it down through the operating system.
Heat sink for use with models with discrete graphics memory
1. Remove the screws in the order shown (1 – 8) and then remove the heat sink (9) from the system board.
58 Chapter 6 Removal and replacement procedures for authorized service provider parts
2. The following illustration shows the replacement thermal material locations. The thermal material must
be thoroughly cleaned from the surfaces of the heat sink and the system board components each time
the heat sink is removed. Replacement thermal material is included with the heat sink and system board
spare part kits.
Thermal paste is used on the system board components (2), (4), (6) and on the heat sink areas (1), (3),
(5) that service them.
Heat sink for use with models with UMA graphics memory
1. Remove the screws in the order shown (1 – 4) and then remove the heat sink (5) from the system board.
Component replacement procedures 59
2. The following illustration shows the replacement thermal material locations. The thermal material must
be thoroughly cleaned from the surfaces of the heat sink and the system board components each time
the heat sink is removed. Replacement thermal material is included with the heat sink and system board
spare part kits.
Thermal paste is used on the system board component (1) and on the heat sink area (2) that services it.
Reverse this procedure to install the heat sink.
60 Chapter 6 Removal and replacement procedures for authorized service provider parts
Keyboard
For use in country or region Spare part
number
Keyboard with backlight:
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 internationally 848311-B31 For use in Thailand 848311-281
For use in Israel 848311-BB1 For use in Turkey 848311-141
For use in country or region Spare part number
For use in Italy 848311-061 For use in the United Kingdom and
Singapore
For use in Japan 848311-291 For use in the United States 848311-001
For use in Latin America 848311-161
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 service door (see Service door on page 33).
5. Disconnect the battery (see Battery on page 34).
Remove the keyboard:
1. Partially open the computer.
2. Rest and secure the computer on its left side and remove the two screws (1) securing the keyboard to
the computer.
Component replacement procedures 61
3. Insert a thin tool (2) into the keyboard release hole beside the second fan, and then press on the back of
the keyboard until the keyboard disengages from the computer .
4. Swing the keyboard up and forward until it rests upside down on the palm rest.
5. Open the ZIF connector (1) on the system board to release the keyboard ribbon cable.
6. Open the ZIF connector (2) on the system board to release the backlight cable.
7. Open the ZIF connector (3) on the system board to release the pointing stick cable.
62 Chapter 6 Removal and replacement procedures for authorized service provider parts
8. Remove the keyboard (4).
Reverse this procedure to install the keyboard.
System board
NOTE: The system board spare part kit includes battery connector bracket and replacement
thermal material.
All system boards use the following part numbers:
xxxxxx-001: Windows 7 or non-Windows operating systems
xxxxxx-601: Windows 10 operating system
Description Spare part number
Intel Xeon E3-1535M processor 848306-xxx
Intel Core i7-6820HQ processor 848304-xxx
Intel Core i7-6700HQ processor 848302-xxx
Intel Core i5-6440HQ processor 848300-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.
Component replacement procedures 63
3. Disconnect all external devices from the computer.
4. Remove any SD card or SD blank from the computer.
5. Remove the service door (see Service door on page 33).
6. Remove the battery (see Battery on page 34).
7. Remove the hard drives (see Hard drive on page 35).
8. Remove the SSDs (see Solid-state drives (M.2) on page 39).
9. Remove the middle frame (see Middle frame on page 48).
10. Remove the speakers (see Speakers on page 49).
11. Remove the fans (see Fans on page 55).
12. Remove the keyboard (see Keyboard on page 61).
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:
●
WLAN module (see WLAN module on page 40)
●
WWAN module (see WWAN module on page 42)
●
Memory module (see Memory module on page 44)
●
Heat sink (see Heat sink on page 58)
NOTE: You do not have to remove the heat sink to remove the system board.
Remove the system board:
1. Disconnect the following cables from the system board (note the routing location of the cables when
removing them):
(1) Speaker cable
(2) WWAN cable
(3) WLAN cable
(4) Fingerprint reader cable
(5) Smart Card reader cable
(6) Touchpad cable
(7) Display LED board cable
64 Chapter 6 Removal and replacement procedures for authorized service provider parts
2. Remove the eight Phillips screws (1) securing the system board edges.
3. Remove the two Phillips screws (2) securing the system board.
4. Remove the two Phillips screws (3) securing the display cable bracket, and then remove the bracket (4).
NOTE: Use at tool under the connector to remove evenly. Do not pull on the cable to remove.
5. Release the connector (5) for the display cable.
Component replacement procedures 65
6. Lift the side of the system board (1) and slide system board (2) at angle away from the computer to
remove it.
Reverse this procedure to install the system board.
66 Chapter 6 Removal and replacement procedures for authorized service provider parts
Display assembly
NOTE: The Dream Color display assembly is spared as a whole unit assembly only. The LED display assembly
is spared at the subcomponent level only. For more LED display assembly spare part information, see the
individual removal subsections.
Description Spare part number
17.3 in, UHD, UWVA, Dream Color 3 display assembly not equipped with a webcam 848393-001
17.3 in, UHD, UWVA, Dream Color 3 display assembly equipped with a webcam 848394-001
To remove the display assembly and access the LED 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.
4. Remove the service door (see Service door on page 33).
5. Disconnect the battery (see Battery on page 34).
Remove the display assembly:
1. Remove the six Phillips screws (1) that secure each hinge to the computer.
2. Open the computer as far as possible.
3. Separate the display from the computer (2).
4. If it is necessary to replace the display bezel or any of the LED display assembly subcomponents:
Component replacement procedures 67
a. Use a plastic tool to disengage the bezel starting at the top (1), left and right sides (2), and bottom
(3).
b. Remove the display bezel (4).
The display bezel is available using the following spare part numbers:
850119-001: Models with a webcam
848368-001: Models without a webcam
5. If it is necessary to replace the display panel:
a. Remove the four Phillips screws (1) that secure the display panel to the display enclosure.
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.
68 Chapter 6 Removal and replacement procedures for authorized service provider parts
b. Lift the top edge of the display panel (2) and swing it up and forward until it rests upside down in
front of the display enclosure.
c. Lift the tape (1), and then disconnect the display panel cable (2) from the display panel.
d. Remove the display panel display panel (3).
The display panel is available using spare part numbers 848391-001 (17.3 in, FHD, UWVA, AG
display panel) and 848392-001 (17.3 in, HD+, SVA, AG display panel).
6. If it is necessary to replace the webcam module or microphone module:
Component replacement procedures 69
NOTE: The webcam module and microphone module are similar in appearance and installed in the
same location. The removal procedures are the same for both modules.
CAUTION: Handle the module with caution. This module has a thin prole and is susceptible to damage
when not handled carefully.
a. Detach the webcam or microphone module (1) from the display enclosure. (The module is attached
to the display enclosure with double-sided adhesive.)
b. Remove the tape (2) covering the cable.
c. Disconnect the module cable (3) from the module.
The webcam module is available using spare part number 848264-001.
The microphone module is available using spare part number 854110-001.
7. If it is necessary to replace the Dream Color calibration board:
a. Disconnect the calibration board cable (1) from the board.
70 Chapter 6 Removal and replacement procedures for authorized service provider parts
b. Remove the Phillips screw (2) securing the board, and then remove the board (3) from the display
enclosure.
The calibration board is available using spare part number 848375-001.
8. If it is necessary to replace the display hinges:
a. Remove the two outer screws (1) and the six Phillips screws (2) that secure each display hinges to
the display enclosure.
Component replacement procedures 71
b. Remove the display hinges (3).
The display hinges are available using the spare part number 848370-001 and include the left and
right hinges.
9. If it is necessary to replace the WLAN antennas:
a. Lift and remove the WLAN antennas (1) o the display enclosure.
b. Release the antenna cables (2) from the routing path of the display enclosure.
c. Remove the WLAN antennas (3) from the bottom of the display enclosure.
The antennas are available using spare part number 848346-001.
10. If it is necessary to replace the WWAN antennas:
72 Chapter 6 Removal and replacement procedures for authorized service provider parts
a. Lift and remove the WWAN antennas (1) o the display enclosure.
b. Remove the antenna cables (2) from the routing path of the display enclosure.
c. Remove the WWAN antennas (3) from the bottom of the display enclosure.
The antennas are available using spare part number 848347-001.
11. If it is necessary to replace the display cable:
a. Disconnect the end of the display cable (1) from the connector securing it to the display enclosure.
b. Disconnect display cable (2) from the small connector securing it to the display enclosure.
c. Release the cable (3) from the routing path along the display enclosure.
d. Remove the cable (4).
The display cable is available using spare part number 848379-001.
Component replacement procedures 73
Reverse this procedure to reassemble and install the display assembly.
Top cover
The top cover spare remains after removing all other spare parts.
Description Spare part number
Top cover 850108-001
74 Chapter 6 Removal and replacement procedures for authorized service provider parts
7 Troubleshooting guide
This chapter is primarily focused on troubleshooting HP Mobile Workstations and HP Notebooks. The
information is provided so that you can solve problems yourself or at least narrow down what may be causing
the problem. Based on some of the most common symptoms, this chapter helps to identify logical steps and
available resources or tools for resolving an issue. HP recommends that you follow the instructions carefully,
observe safety precautions, and note any observations or results. Capturing this information may help
identify and resolve the problem faster.
WARNING! To reduce the risk of electric shock or damage to the equipment:
●
Do not disable the power cord grounding plug. The grounding plug is an important safety feature.
●
Plug the power cord into a grounded (earthed) outlet that is easily accessible at all times.
●
Disconnect power from the equipment by unplugging the power cord from the AC outlet.
●
Before disassembling notebooks, always disconnect power and remove the battery.
CAUTION: Static electricity can damage the electronic components of the computer. To prevent damage to
the computer, carefully observe the electrostatic discharge precautions.
●
Discharge static electricity by briey touching a grounded metal object before you begin.
●
Work on a static-free mat.
●
Wear a static strap to ensure that any accumulated electrostatic charge is discharged from your body to
the ground.
●
Create a common ground for the equipment you are working on by connecting the static-free mat, static
strap, and peripheral units to that piece of equipment.
●
Refer to the Electrostatic Discharge Section of the Maintenance & Service Guide for more information.
CAUTION: The computer includes customer self-repair parts and parts that should only be accessed by an
authorized service provider. See the chapter titled "Removal and replacement procedures for Customer SelfRepair parts," for details. Accessing parts described in the chapter titled "Removal and replacement
procedures for authorized service provider only parts" can damage the computer or void the computer
warranty.
75
Resources
HP Resource Tool Description Link
HP Elite Support Provides live HP Premium support (available 24/7) to
Elite computers.
HP Support Center Provides important support, such as warranty,
support cases, drivers, Customer Advisories,
Customer and Security Bulletins, and Product Change
Notices.
HP Troubleshooting Support page Provides troubleshooting information for your
specic HP computer.
Subscribers Choice Allows you to sign up for HP product updates. http://www8.hp.com/us/en/subscribe/
HP Support Forums Provide discussions about HP products and issues. http://h30434.www3.hp.com/psg/
Service Access Workbench (SAW)
(Available for technicians and
Business Partners only)
Vendors’ web sites Provide additional information for associated
Provides navigable content intended for use by
internal and outsourced call center sta and can be a
resource for support and product division
professionals.
components such as Intel (processor, WLAN),
Microsoft (Windows 7/8/10), AMD/NVidia (GPU), and
so on.
General troubleshooting steps
http://www8.hp.com/us/en/ads/eliteproducts/overview.html
http://h20565.www2.hp.com/portal/site/
hpsc
http://www8.hp.com/us/en/
troubleshooting.html
http://sawpro.atlanta.hp.com
http://www.intel.com
http://www.microsoft.com
http://www.amd.com
http://www.nvidia.com
A basic logic should be used when troubleshooting computer issues. This section will help you become
familiar with troubleshooting methodology and eciently resolve problems. Proceed through the steps in the
following table until the issue is resolved, and then move on to the next step that is relevant to the issue. For
example, if you resolve a memory issue using the HP PC Diagnostics (UEFI) tool in step 6, you can then move
on to step 10 to reseat the memory into its memory slot.
NOTE: General troubleshooting steps do not have to be followed in a specic order if an issue does not
apply.
Table 7-1 Troubleshooting methodology and general troubleshooting steps
Identify issue Analyze issue Resolve issue Verify solution
1. Understand the issue
on page 77
2. Examine the environment
on page 79
3. Perform a visual inspection
of hardware on page 80
4. Update BIOS and drivers
on page 80
5. Remove or uninstall recently
added hardware, software
on page 80
6. HP Hardware Diagnostics and
Tools on page 81
7. Status lights, blinking light
codes, troubleshooting lights,
and POST error messages
on page 85
8. Hard reset on page 88
9. Soft reset (Default Settings)
on page 89
10. Reseat cables and connections
on page 89
11. Test with minimum conguration
on page 90
12. Test with veried working
conguration (hardware and/or operating
system) on page 91
13. Replace the system board on page 91
Verify solution
on page 92
76 Chapter 7 Troubleshooting guide
Identify the issue
1. Understand the issue
It is important to understand the issue that occurred, including related symptoms. It helps to understand the
basic computer boot-up sequence as well as the failure itself. The boot-up sequence and associated failures
are described below.
Boot up sequence
The computer performs several steps after you press the power button or restart the computer.
It is important to understand where in the boot-up sequence the symptoms occur. The following table lists
the phases of the boot-up sequence and explains the symptoms that may occur in each phase. For example, a
blue screen error (BSOD) often occurs during the performance phase.
Table 7-2 Boot-up sequence
Power-on After power button is pressed, the computer boots after all internal power rails (i.e., 5V, 3.3V) are stable.
POST (UEFI/BIOS) Power-On Self-Test (POST) veries that hardware components (processor, hard drive, memory, etc.) are
Conrm that power lights are on fan is spinning.
Next step: If the computer experiences a power-on issue, see “Verify Power Good (Troubleshooting) lights” in
No Power on page 94.
Common issues: all lights are o; troubleshooting lights are on; does not boot; video is absent.
functional. When POST is complete, the HP logo displays briey and then disappears.
If there are errors, the computer may exhibit blinking lights and POST error messages
Common issues: lights blink, error message appears, hangs.
Performance
(operating system)
Failure classication
Failure classication is a breakdown of dierent types of failures and symptoms that could occur during the
boot-up sequence. Table 3 and table 4 represent the failure classication for common notebook failures.
Table 3 categorizes failures by the boot-up sequence.
1. Power-on: Common issues are No Power, Recycle/Reboot, etc.
2. POST: Common issues are No Boot (have power), Light Flash or Diagnostics Error.
3. Performance: Common issues are Intermittent Loss of Power, Blue Screen, Hang, etc. In many cases,
issues may be identied and associated with a particular hardware (i.e., display, storage).
Table 4 categorizes failures by hardware.
4. Display
5. I/O devices (Input/Output)
6. Storage
System boots to operating system, and Windows logo screen appears.
Common issues: hangs (lock up/freezes), blue screen, video distorted, driver conict, slow performance,
display issue (dead pixel), I/O issue (no speaker sound), wireless/audio unavailable, noise.
See Analyze the issue on page 80 table below for detailed troubleshooting information).
7. Mechanical
General troubleshooting steps 77
A single symptom can be listed under dierent groups. For example, No Video can belong to (1) Power-on or
(4) Display; but Flickering when powered should be listed in (4) Display. Or, in another example, a blue screen
can be caused by a driver conict in Performance (4), but it can also be caused by a defective hard drive under
(6) Storage. Therefore, failures that share similar symptoms are noted.
If possible, make a record of the failure symptom, the phase of the boot-up sequence where the failure
occurs, and the most likely location in the failure tree (Table 7-3 Failure classication by boot-up sequence
on page 78 and Table 7-4 Failure classication by hardware devices and mechanical on page 79). This will
help isolate the issue and indicate the next steps. For example, when the computer is running the operating
system, it may experience an issue with (4) Display, (5) I/O devices (keyboard, wireless, and so on), (6)
Storage, or (7) Mechanical components (stuck buttons, thermal shutdown, and so on).
NOTE: “Uncategorized” is used if an issue found is not listed. For example, Bluetooth is oered on certain
hardware congurations; therefore, a Bluetooth issue can be classied under “I/O Device” if needed.
Failure classication by boot-up sequence
Table 7-3 Failure classication by boot-up sequence
1. Power-on 2. POST 3. Performance
1. No Power on page 94
2. Intermittent power-on, shutdown,
reboot on page 96
3. AC adapter issue on page 97
4. Battery not recognized, not charging
on page 97
5. Battery discharges too fast
on page 99
6. Burnt smell on page 100
a,b,c
similar symptoms
a
1. No video (with power)
on page 100
2. Blinking lights on page 101
3. Diagnostics error messages
on page 102
4. BIOS password on page 103
1.
Intermittent shutdown on page 104
2.
Blue screen (BSOD) error on page 129
3. Freeze at Windows Logo (hang/lockup)
on page 107
4. Electromagnetic Interference (EMI)
on page 108
5. No wake up on page 108
6. Unresponsive on page 110
7.
Slow performance on page 110
8. HP Smart Adapter warning message
on page 111
9. Incorrect time and date on page 111
a
c
b
78 Chapter 7 Troubleshooting guide
Failure classication by hardware devices and mechanical
Table 7-4 Failure classication by hardware devices and mechanical
4. Display 5. I/O devices 6. Storage 7. Mechanical
1. Display anomalies
on page 112
2. Dead pixel on page 114
3. No video (internal)
on page 114
4. No video (external)
on page 115
5. DisplayPort/VGA
on page 115
6. HDMI on page 115
7. No or bad external video
via docking on page 116
8. Incorrect or missing color/
distorted image
on page 116
9. Touch screen
on page 117
b,c,d
similar symptoms
d
d
1. Keyboard on page 118
2. Keyboard point stick
on page 119
3. Keyboard backlight
on page 119
4. TouchPad on page 120
5. Network Connectivity
Ethernet (RJ-45 jack)
on page 120
6. Network connectivity
wireless (WLAN)
on page 121
7. WWAN on page 122
8. USB on page 123
9. Smart card reader
on page 124
10. Speaker, headphone audio issues on page 125
11. Thunderbolt (TB)
on page 126
1. Hard drive/solid-state
drive not recognized
on page 128
2. No boot to operating
system (no read/write
error) on page 128
3. Read-write error
on page 129
4. Slow performance
on page 110
5. Blue screen (BSOD) error
on page 129
6. Noisy hard drive
on page 130
c
b
1. Fan error message - 90B
on page 131
2. Noise (sound)
on page 132
3. Fan runs constantly
on page 133
4. HP Thermal Monitor
on page 84
5. Stuck power button
on page 134
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.
General troubleshooting steps 79
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.
80 Chapter 7 Troubleshooting guide
6. HP Hardware Diagnostics and Tools
HP oers dierent diagnostics and tools to diagnose hardware failure. This section describes how to use
some of these tools. Make sure to check for the latest versions before use.
HP PC Hardware Diagnostics (UEFI)
HP PC Hardware Diagnostics is a Unied Extensible Firmware Interface (UEFI) that allows you to run diagnostic
tests to determine whether the computer hardware is functioning properly. The HP PC Hardware Diagnostics
(UEFI) tool is built within BIOS (basic memory and hard drive diagnostics only), or within new hard drives
themselves. These drives contain more advanced versions of the diagnostic tool than the BIOS-based version.
In addition, for HP authorized service partners and IT professionals who need to support a mixed environment
of older and newer HP/Compaq PCs, the HP PC Diagnostics 3-in-1 USB Key is a diagnostic tool that supports a
wide range of HP Desktop and Notebook computers.
The tool runs outside the operating system so that it can isolate hardware failures from issues that are
caused by the operating system or other software components. In reality, many problems can be determined
using this tool if the issue is a defective part or a loose connection (i.e., reseating keyboard cable after the
tool reports a keyboard error).
The tool has three major functions:
●
System Tests - Check the computer’s hardware to assure everything is functioning properly. If your
system won’t boot into Windows, try the Quick System Test. For more comprehensive testing, use the
Extensive System Test option. If the System Test did not detect a hardware problem, continue with the
Component Tests.
●
Component Tests – Focus on selected hardware components in your computer.
●
Firmware Management – Update your computer’s BIOS to the latest version (available separately) or roll
back to a previous version.
To start HP PC Hardware Diagnostics (UEFI):
1. Turn on or restart the computer, quickly press the esc button on the computer, and then press F2. The
BIOS searches three places for the diagnostic tools, in the following order:
a. Connected USB drive
b. Hard drive
c. BIOS
General troubleshooting steps 81
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).”
82 Chapter 7 Troubleshooting guide
HP Support Assistant (HPSA)
HP Support Assistant (HPSA) helps you maintain peak performance and resolve problems through automatic
updates, built-in diagnostics, and a variety of assistance options. HPSA is preinstalled on every new HP PC
with Windows 7, Windows 8, or Windows 10. HP is continually improving this tool. Please verify the latest
version is installed to receive the most benet. For more information, see HP Support Assistant.
NOTE: HPSA can be used only if the computer boots into Windows. If the computer does not boot into
Windows, use HP PC Hardware Diagnostics (UEFI) instead.
HPSA also integrates diagnostics and tools that help resolve issues. See example screen shots as follows.
General troubleshooting steps 83
HP BIOS Conguration Utility (BCU)
HP BCU is a free utility that captures the BIOS settings and their values. This tool provides a text le of the
computer’s BIOS conguration. This can help identify any settings that may be contributing to an issue.
In some cases, it may help to compare this BIOS text le to the default settings of the computer.
For more information, see the HP BIOS Conguration Utility (BCU) User guide.
NOTE: HP recommends that you reset BIOS before trying BCU. Resetting the BIOS is always available and
relatively quick to try, whereas BCU takes extra time and eort.
HP Image Diagnostic Tool
Available to HP Authorized Support Partners (ASPs) and users from the HP public ftp site, this tool collects
information about the current state of the computer, including product serial number, platform and BIOS
information, and information about user-installed software and hardware components. HP encourages you to
review the report before sending it to support. The report may assist you with diagnostics and solutions to
problems you encounter.
HP Thermal Monitor
NOTE: Available only to authorized service providers/technicians.
Available only for HP internal use, HP Thermal Monitor can be used to stress the processor and GPU and
monitor the temperature values of various components in the system. The components that are currently
monitored include the processor, GPU, ACPI thermal zones, hard drive, and battery. The tool reads the
temperatures of the components, logs the data, and helps to determine whether the computer would
overheat in the event of thermal shutdown, fan spinning loud, etc.
Non HP diagnostics tools
Windows-to-Go USB
Windows-To-Go USB is a Microsoft-based tool for Enterprise editions of Windows that can help in
troubleshooting. You can nd a process online about how to create a live Windows USB drive. For more
information, see Windows To Go: Feature Overview.
Intel Processor Diagnostic Tool
Determine what processor is in your computer and verify the processor operating frequency. The tool also
tests specic processor features and performs a stress test on the processor. For more information, see
http://www.intel.com/support/processors/sb/CS-031726.htm?iid=subhdr+tools_procdiagtool.
84 Chapter 7 Troubleshooting guide
7. Status lights, blinking light codes, troubleshooting lights, and POST error messages
Carefully observe any behavior the computer may be exhibiting: status lights, blinking lights, and POST error
messages during boot. It is important to understand what these indicators mean.
Status lights
See the chapter titled “External Component Identication” for light locations. The following table describes
basic lights on the computer.
Component Description
Power button When the computer is o, press the button to turn on the computer.
When the computer is on, press the button briey to initiate Sleep (Windows) or Suspend
(Linux).
When the computer is in the Sleep state, press the button briey to exit Sleep (Windows) or
Suspend (Linux).
When the computer is in Hibernation, press the button briey to exit Hibernation.
CAUTION: Pressing and holding down the power button results in the loss of unsaved
information.
If the computer has stopped responding and operating system shutdown procedures are
ineective, press and hold the power button.
Front power light On: The computer is on.
Blinking: The computer is in the Sleep state.
O: The computer is o.
Front AC adapter and battery light White: The computer is connected to external power and the battery is charged from 90 to
99 percent.
Amber: The computer is connected to external power and the battery is charged from 0 to 90
percent.
Blinking amber: A battery that is the only available power source has reached a low battery
level. When the battery reaches a critical battery level, the battery light begins blinking
rapidly. By default, the critical battery level is dened in Power Options as 5%.
O: The battery is fully charged.
Front hard drive light Blinking white: The hard drive is being accessed.
Amber: HP 3D DriveGuard has temporarily parked the hard drive.
Rear AC adapter light White: The computer is connected to external power.
O: The computer is not connected to external power.
General troubleshooting steps 85
Blinking light codes
During startup, the computer may not boot properly. If this occurs, blinking light codes that will help identify
what is causing the issue. The computer uses the blinking lights below to identify a hardware component that
reports an error during startup. For more information, see Blinking lights and boot error codes on page 136.
Table 7-5 Boot-error codes
Blink codes Error
Amber battery light: blinks 1 Hz continuously Embedded controller unable to load rmware
Caps/num lock lights = 1 blink Processor not executing code
Caps/num lock lights = 2 blinks BIOS recovery code unable to nd valid BIOS recovery image
Caps/num lock lights = 3 blinks Memory module error
Caps/num lock lights = 4 blinks Graphics controller error
Caps/num lock lights = 5 blinks System board error
Caps/num lock lights = 6 blinks Intel Trusted Execution Technology (TXT) Error
Caps/num lock lights = 7 blinks Sure Start unable to nd valid BIOS Boot Block image
Caps/num lock lights = 8 blinks Sure Start has identied a problem (Manual Recovery Policy Set)
POST error messages
The Power-On Self-Test (POST) is a series of diagnostic tests that runs automatically when the computer is
powered on. If the POST encounters a problem, visual error messages are displayed before the operating
system starts. POST checks the following items to ensure that the computer system is functioning properly:
●
Memory
●
Processors
●
BIOS
●
Mass storage devices
●
Fans
The following table describes errors encountered during HP PC Hardware Diagnostics (UEFI).
Table
7-6 System diagnostics failure codes and user actions
Error
Test description Failure description
Startup Test Memory module 200 Attempt to reseat the memory module and then repeat the test.
Startup Test Hard Disk 1 SMART 301 Attempt to reseat the hard drive and repeat the test. The hard
code Suggested user actions
See the support document titled Overview of How to
Troubleshoot Problems When a Computer Does Not Start Up or
Boot Properly for details on troubleshooting issues related to the
memory module.
drive may have failed.
Boot Device Manager Boot device not found 3F0 Reset BIOS. Then reseat the hard drive and repeat the test.
BIOS Recovery BIOS Recovery Occurred 500 This message indicates that BIOS recovery was completed
86 Chapter 7 Troubleshooting guide
successfully. No further action is required.
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