HP ZBook 17 G4 Mobile Workstation
HP ZBook 17 G4
Maintenance and Service Guide
© Copyright 2017 HP Development Company,
L.P.
NVIDIA and Quadro are trademarks and/or
registered trademarks of NVIDIA Corporation in
the U.S. and other countries. Red Hat
Enterprise Linux is a registered trademark of
Red Hat, Inc. in the United States and other
countries. Bluetooth is a trademark owned by
its proprietor and used by HP Inc. under license.
Intel, Pentium, and Core are trademarks of Intel
Corporation in the U.S. and other countries.
Windows is either a registered trademark or
trademark of Microsoft Corporation in the
United States and/or other countries.
Product notice
This guide describes features that are common
to most models. Some features may not be
available on your computer.
Not all features are available in all editions of
Windows. This computer may require upgraded
and/or separately purchased hardware, drivers
and/or software to take full advantage of
Windows functionality. See
http://www.microsoft.com for details.
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.
Second Edition: October 2017
First Edition: March 2017
Document Part Number: 917650-002
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
Locating hardware ................................................................................................................................................. 7
Locating software .................................................................................................................................................. 7
Right ....................................................................................................................................................................... 7
Left ......................................................................................................................................................................... 9
Display ................................................................................................................................................................. 10
Top ........................................................................................................................................................................ 11
TouchPad ........................................................................................................................................... 11
Lights ................................................................................................................................................. 12
Buttons and ngerprint reader ......................................................................................................... 13
Special function keys ........................................................................................................................ 14
Using the hot keys ............................................................................................................................. 15
Bottom ................................................................................................................................................................. 16
Front ..................................................................................................................................................................... 17
Locating system information .............................................................................................................................. 18
3 Illustrated parts catalog .............................................................................................................................. 19
Computer major components .............................................................................................................................. 19
Miscellaneous parts ............................................................................................................................................. 22
Display assembly subcomponents ...................................................................................................................... 24
4 Removal and replacement procedures preliminary requirements .................................................................... 25
Tools required ...................................................................................................................................................... 25
Service considerations ......................................................................................................................................... 25
Plastic parts ....................................................................................................................................... 25
Cables and connectors ...................................................................................................................... 26
Drive handling ................................................................................................................................... 26
Grounding guidelines ........................................................................................................................................... 27
Electrostatic discharge damage ........................................................................................................ 27
Packaging and transporting guidelines .......................................................................... 28
Workstation guidelines ................................................................................................... 28
Equipment guidelines ..................................................................................................... 29
vii
5 Removal and replacement procedures for Customer Self-Repair parts ............................................................. 30
Component replacement procedures .................................................................................................................. 30
Service door ....................................................................................................................................... 31
Battery ............................................................................................................................................... 32
Base enclosure .................................................................................................................................. 34
Hard drives ........................................................................................................................................ 35
Solid-state drives (M.2) ..................................................................................................................... 39
WLAN module .................................................................................................................................... 41
WWAN module ................................................................................................................................... 43
Memory module ................................................................................................................................ 45
6 Removal and replacement procedures for authorized service provider parts .................................................... 48
Component replacement procedures .................................................................................................................. 48
RTC battery ........................................................................................................................................ 49
Internal frame ................................................................................................................................... 50
Speakers ............................................................................................................................................ 51
TouchPad ........................................................................................................................................... 52
Smart card reader and frame ............................................................................................................ 53
Fingerprint reader board ................................................................................................................... 55
Fan ..................................................................................................................................................... 56
Heat sink ............................................................................................................................................ 58
Discrete graphics board .................................................................................................................... 61
Display LED board ............................................................................................................................. 62
Keyboard ........................................................................................................................................... 64
System board .................................................................................................................................... 66
Display assembly ............................................................................................................................... 70
Top cover ........................................................................................................................................... 76
7 Troubleshooting guide ................................................................................................................................. 77
Resources ............................................................................................................................................................. 78
General troubleshooting steps ............................................................................................................................ 78
Identify the issue ............................................................................................................................... 79
1. Understand the issue .................................................................................................. 79
Boot up sequence ......................................................................................... 79
Failure classication ..................................................................................... 79
2. Examine the environment .......................................................................................... 81
3. Perform a visual inspection of hardware ................................................................... 82
4. Update BIOS and drivers ............................................................................................. 82
Manually updating BIOS and drivers ............................................................ 82
Remotely deploying BIOS and drivers .......................................................... 82
viii
Analyze the issue ............................................................................................................................... 82
5. Remove or uninstall recently added hardware, software .......................................... 82
6. HP Hardware Diagnostics and Tools ........................................................................... 83
HP PC Hardware Diagnostics (UEFI) ............................................................. 83
HP Support Assistant (HPSA) ....................................................................... 85
HP BIOS Conguration Utility (BCU) ............................................................. 86
HP Image Diagnostic Tool ............................................................................. 86
HP Thermal Monitor ..................................................................................... 86
Non HP diagnostics tools ............................................................................. 86
7. Status lights, blinking light codes, troubleshooting lights, and POST error
messages ........................................................................................................................ 87
Status lights .................................................................................................. 87
Interpreting system validation diagnostic front panel LEDs and
audible codes ................................................................................................ 88
POST error messages ................................................................................... 89
Power Good (Troubleshooting) lights .......................................................... 91
Resolve the issue ............................................................................................................................... 92
8. Hard reset .................................................................................................................... 92
9. Soft reset (Default Settings) ....................................................................................... 93
10. Reseat cables and connections ................................................................................ 93
11. Test with minimum conguration ............................................................................ 94
Essential hardware conguration ................................................................ 94
Safe mode ..................................................................................................... 95
12. Test with veried working conguration (hardware and/or operating system) ..... 95
13. Replace the system board ........................................................................................ 95
Verify solution ................................................................................................................................... 96
Helpful Hints ........................................................................................................................................................ 96
At startup ........................................................................................................................................... 96
During operation ............................................................................................................................... 97
Consulting with HP Service ............................................................................................................... 97
Common issues and possible solutions .............................................................................................................. 98
Power-on issues ................................................................................................................................ 98
No Power ......................................................................................................................... 98
Intermittent power-on, shutdown, reboot ................................................................... 100
AC adapter issue ........................................................................................................... 101
Battery not recognized, not charging ........................................................................... 102
Battery discharges too fast .......................................................................................... 103
Burnt smell .................................................................................................................... 104
POST ................................................................................................................................................ 104
No video (with power) ................................................................................................... 104
Blinking lights ............................................................................................................... 105
ix
Diagnostics error messages ......................................................................................... 106
BIOS password .............................................................................................................. 107
Performance (OS) ............................................................................................................................ 107
Intermittent shutdown ................................................................................................. 108
Blue screen .................................................................................................................... 109
Freeze at Windows Logo (hang/lockup) ....................................................................... 111
Electromagnetic Interference (EMI) .............................................................................. 112
No wake up .................................................................................................................... 113
Unresponsive ................................................................................................................ 114
Slow performance ......................................................................................................... 114
HP Smart Adapter warning message ........................................................................... 115
Incorrect time and date ................................................................................................ 115
Display ............................................................................................................................................. 116
Display anomalies ......................................................................................................... 116
Symptom .................................................................................................... 116
Quick check ................................................................................................. 117
HP PC Hardware Diagnostics (UEFI) for video test ..................................... 117
Display assembly diagram ......................................................................... 118
Dead pixel ..................................................................................................................... 118
No video (internal) ........................................................................................................ 118
No video (external) ....................................................................................................... 119
DisplayPort/VGA ........................................................................................................... 119
HDMI .............................................................................................................................. 119
No or bad external video via docking ........................................................................... 120
Incorrect or missing color/distorted image .................................................................. 120
Touch screen ................................................................................................................. 121
I/O devices ....................................................................................................................................... 122
Keyboard ....................................................................................................................... 122
Keyboard point stick ..................................................................................................... 123
Keyboard backlight ....................................................................................................... 123
TouchPad ....................................................................................................................... 124
Network Connectivity Ethernet (RJ-45 jack) ................................................................ 124
Network connectivity wireless (WLAN) ........................................................................ 125
WWAN ............................................................................................................................ 126
USB ................................................................................................................................ 127
Smart card reader ......................................................................................................... 128
Speaker, headphone - audio issues .............................................................................. 129
Thunderbolt (TB) ........................................................................................................... 130
Thunderbolt 3 dock ....................................................................................................... 131
Storage ............................................................................................................................................ 132
Hard drive/solid-state drive not recognized ................................................................ 133
x
No boot to operating system (no read/write error) ..................................................... 133
Read-write error ........................................................................................................... 134
Slow performance ......................................................................................................... 135
Blue screen (BSOD) error .............................................................................................. 135
Noisy hard drive ............................................................................................................ 135
Mechanical ....................................................................................................................................... 136
Fan error message - 90B .............................................................................................. 136
Noise (sound) ................................................................................................................ 137
Fan runs constantly ...................................................................................................... 138
Thermal shutdown (hot) ............................................................................................... 139
Stuck power button ...................................................................................................... 140
Additional information ...................................................................................................................................... 140
Acronyms ......................................................................................................................................... 140
Blinking lights and boot error codes ............................................................................................... 141
Processor not executing code ...................................................................................... 141
BIOS recovery code unable to nd valid BIOS recovery image ..................................... 141
Memory module error ................................................................................................... 142
Graphics Controller Error (No Controller) ..................................................................... 142
Failure - System Board Error ........................................................................................ 142
Intel Trusted Execution Technology (TXT) Error .......................................................... 142
Sure Start unable to nd valid BIOS Boot Block image ................................................ 142
Sure Start has identied a problem (Manual Recovery Policy Set) .............................. 143
POST Error Messages and User Actions .......................................................................................... 143
Routine Maintenance for Performance Improvement .................................................................... 145
Common Blue Screen Error Messages ............................................................................................ 146
Error message list ......................................................................................................... 146
Bug check symbolic names ........................................................................................... 146
Microsoft general troubleshooting of Windows bug check codes ............................... 146
Use Windows Debugging Tool ......................................................................................................... 147
Windows Software Development Kit (SDK) .................................................................. 147
Display Issue: Pixel Anomalies ........................................................................................................ 151
Cable management ......................................................................................................................... 152
Connector types .............................................................................................................................. 153
8 Using HP PC Hardware Diagnostics (UEFI) ..................................................................................................... 155
Downloading HP PC Hardware Diagnostics (UEFI) to a USB device .................................................................. 155
Additional BIOS crisis recovery tool .................................................................................................................. 156
9 Specications ............................................................................................................................................ 157
Computer specications .................................................................................................................................... 157
xi
10 Power cord set requirements .................................................................................................................... 158
Requirements for all countries .......................................................................................................................... 158
Requirements for specic countries and regions ............................................................................................. 159
11 Statement of memory volatility ................................................................................................................ 161
Nonvolatile memory usage ............................................................................................................................... 163
Questions and answers ..................................................................................................................................... 165
Using HP Sure Start (select models only) .......................................................................................................... 166
12 Recycling ................................................................................................................................................ 167
Index ........................................................................................................................................................... 168
xii
1 Product description
Category Description
Product Name HP ZBook 17 G4 Mobile Workstation
Processors 7th Generation Intel® Core™ i5 Processor, quad-core, BGA:
Core i5-7300HQ (2.5 GHz (up to 3.5 GHz)/2400 MHz/6 MB L3 cache/45W)
Core i5-7440HQ (2.8 GHz (up to 3.8 GHz)/2400 MHz/6 MB L3 cache/45W)
7th Generation Intel Core i7 Processor, quad-core, BGA:
Core i7-7700HQ (2.8 GHz (up to 3.8 GHz)/2400 MHz/6 MB L3 cache/45W)
Core i7-7820HQ (2.9 GHz (up to 3.9 GHz)/2400 MHz/8 MB L3 cache/45W)
7th Generation Intel XEON Processor, quad-core, BGA:
Xeon E3-1505M v6 (3.0 GHz (up to 4.0 GHz)/2400 MHz/8 MB L3 cache/45W)
Xeon E3-1535M v6 (3.1 GHz (up to 4.2 GHz)/2400 MHz/8 MB L3 cache/45W)
Chipset Mobile Intel CM238
Graphics Intel UMA Graphics - with shared video memory
GT2 Integrated Graphics
* For Core processors: Intel HD graphics 630
* For Xeon processors: Intel HD graphics P630
Discrete MXM Daughter card:
NVIDIA® Quadro M1200
NVIDIA Quadro M2200
NVIDIA Quadro P3000
NVIDIA Quadro P4000
NVIDIA Quadro P5000
AMD Radeon Pro WX 4170 Graphics
Supports "No Discrete Graphics" option
Supports Hybrid (Switchable) Graphics
Supports NVIDIA Optimus Technology
Supports AMD Enduro Technology
Supports Open GL
Supports DisplayPort 1.2 (supported thru Thunderbolt 3)
Total displays support up to 4 discrete; 3 UMA (through Docking Station)
Supports NVIDIA Mosaic Technology
Supports AMD Eyenity
Panel All panels are 16:9 aspect ratio
1
Category Description
17.3 inch, LED backlight, anti glare:
HD+, SVA (1600 x 900 resolution, 220 nits, 60% CG, eDP, at) – with or without camera
FHD, UWVA (1920 x 1080 resolution, 300 nits, 72% CG, dDP, at) – with or without camera
FHD, UWVA touch screen with camera (1920 x 1080 resolution, 300 nits, 72% CG slim, eDP+PSR), not
available with WWAN
UHD, "RG phosphors + B-LED " UWVA Dream Color 3 - 10 bit (3840 x 2160 resolution, 300 nits, 95% NTSC)
NOT available with WWAN/UMA graphics/1 DIMM – with or without camera
Memory Four SODIMM slots (three or four SODIMM module combination only available with Quad Core processors)
(4) slots are customer accessible/upgradeable
DDR4-2400 SODIMMS
Supports Dual Channel Memory
Supports up to 64 GB
System Supports the following congurations:
DDR4-2400 SODIMMs (available with Core processor only)
8192MB Total System Memory (8192MB x 1) or (4096MB x 2)
16384MB Total System Memory (16384MB x 1), (8192MB x 2) or (4096MB x 4)
32768MB Total System Memory (16384MB x 2) or (8192MB x 4)
65536MB Total System Memory (16384MB x 4)
ECC DDR4-2400 SODIMMs (available with Xeon processor only)
8192MB Total System Memory (8192MB x 1)
16384MB Total System Memory (8192MB x 2) or (16384MB x 1)
32768MB Total System Memory (16384MB x 2) or (8192MB x 4)
65536MB Total System Memory (16384MB x 4)
Primary M.2 Storage M.2 (NGFF) SS/DS solid state drive (2280), set as primary storage if selected
Secondary M.2
Storage
2 Chapter 1 Product description
SATA:
512 GB SATA-3, SS, TLC, FIPS-140-2
512 GB SATA-3, Self-Encrypting Drive (SED), Opal 2, TLC
256 GB SATA-3, Self-Encrypting Drive (SED), Opal 2, TLC
PCIe:
1 TB PCIe (NVMe) MLC, HP Z Turbo Drive
1 TB PCIe (NVMe) TLC
512 GB PCIe (NVMe), TLC, Opal 2, HP Z Turbo Drive
512 GB PCIe (NVMe), MLC, HP Z Turbo Drive
512 GB PCIe (NVMe), TLC
256 GB PCIe (NVMe), TLC, HP Z Turbo Drive
256 GB PCIe (NVMe), MLC, HP Z Turbo Drive
M.2 (NGFF) SS/DS solid state drive (2280), set as primary storage if selected
SATA:
Category Description
512 GB SATA-3, SS, TLC, FIPS-140-2
512 GB SATA-3, Self-Encrypting Drive (SED), Opal 2, TLC
256 GB SATA-3, Self-Encrypting Drive (SED), Opal 2, TLC
PCIe (not available if primary M.2 SATA drive is selected):
1 TB PCIe (NVMe) MLC, HP Z Turbo Drive
1 TB PCIe (NVMe) TLC
512 GB PCIe (NVMe), TLC, Opal 2, HP Z Turbo Drive
512 GB PCIe (NVMe), MLC, HP Z Turbo Drive
512 GB PCIe (NVMe), TLC
256 GB PCIe (NVMe), TLC, HP Z Turbo Drive
256 GB PCIe (NVMe), MLC, HP Z Turbo Drive
Primary 2.5" SATA
Storage
Secondary 2.5" SATA
Storage
Primary 2.5 inch storage is not a required category if PCIe SSD is selected
Supports SATA, 7 mm/9.5 mm, 2.5 inch hard drives
Hard drives (support 3D DriveGuard)
1 TB, 7200 rpm
500 GB, 7200 rpm self encrypting drive (SED), FIPS-140-2 or equivalent OPAL 2
500 GB, 7200 rpm
500 GB, 7200 rpm, self encrypting drive (SED) OPAL 2
500 GB, 5400 rpm, hybrid 8 GB cache
Solid-state drives
1 TB, SATA, TLC
512 GB, SATA, TLC
256 GB, SATA, TLC
*primary HDD/SSD carrier only (no drive included); required selection if SATA storage is not selected
Primary 2.5 inch storage is not a required category if PCIe SSD is selected
Only available if primary 2.5 inch SATA drive is selected
Supports SATA, 7 mm/9.5 mm, 2.5 inch hard drives
Hard drives (support 3D DriveGuard)
1 TB, 7200 rpm
500 GB, 7200 rpm self encrypting drive (SED), FIPS-140-2 or equivalent OPAL 2
500 GB, 7200 rpm
500 GB, 7200 rpm, self encrypting drive (SED) OPAL 2
500 GB, 5400 rpm, hybrid 8 GB cache
Solid-state drives
1 TB, SATA, TLC
512 GB, SATA, TLC
256 GB, SATA, TLC
3
Category Description
*primary HDD/SSD carrier only (no drive included); required selection if SATA storage is not selected
Audio and video HP Bang & Olufsen Audio
Intel SST Audio, supported on Win 10
Microphone (Dual Array, conguration tied to camera)
Camera (720p HD)
Supports "No Camera" option
Stereo Speakers (2)
Ethernet Intel I219LM (Jacksonville-LM) 10/100/1000 Ethernet NIC (Intel I219 Gigabit Network Connection)
S3/S4/S5 wake on LAN
Wireless WPAN Bluetooth:
Bluetooth 4.2 only supported using combo card
WLAN:
WLAN options using minicard:
Intel Dual band wireless-AC 8265 802.11AC 2x2 WiFi + Bluetooth 4.2 Combo Adaptor (vPro)
Intel Dual band wireless-AC 8265 802.11AC 2x2 WiFi + Bluetooth 4.2 Combo Adaptor (non-vPro); not available
with iAMT
WLAN Antennas (2) (congured at top of panel on all units)
Bluetooth Disabled IOPT, available with Combo WLAN
Supports "No WLAN/No Bluetooth" option
Support for HP Sure Connect
Support for Miracast
WWAN:
SIM Module (3FF/micro SIM): (user accessible behind battery), SIM slot 100% attach
Foxconn MDM9625 LTE/EVDO/HSPA+ NGFF Foxconn HP It4120 LTE/EVDO/HSPA+ w/GPS M.2, HP lt4120
Qualcomm® Snapdragon™ X5 LTE Mobile Broadband Module
Huawei HP It4132, LTE/HSPA+ 4G w/GPS M.2
Fibocom HP hs3210 WW HSPA+ w/o GPS
WWAN Antennas (2) (world wide 5 band, congured at top of panel on all models except UHD)
Supports "No WWAN" option, include platform specic SA WWAN screw
Supports WWAN After Market Option
External media cards Integrated SD UHS-II ash media slot (Realtek) - supports SD, SDHC, SDXC
Ports VGA (Dsub 15 pin) supporting:
4 Chapter 1 Product description
1920 x 1200 external resolution @ 75 Hz
Hot Plug / Unplug and auto detect
(2) USB Type-C (Thunderbolt 3)
(1) HDMI (2.0)
(1) USB 3.0 Charging Port (S3/S5)
Category Description
(3) USB 3.0 Ports
RJ-45/Ethernet
Combo mic-in/Stereo Headphone Jack
Multi-Pin AC Port
Docking HP Thunderbolt Docking Station
Keyboard/pointing
devices
Power requirements Battery:
Keyboard:
Full sized chiclet (island-style) keyboard with separate numeric keypad:
Backlit keyboard with separate numeric keypad
Windows 10 Dual Point (3 pick buttons point stick x 3 pick buttons TouchPad)
DuraKeys
Spill resistant with drain
Touchpad requirements:
On/O button
Glass with chemical etched surface
Supports 2-way scroll
Taps enabled as default
Gestures enabled by default - 2 nger scrolling, 2 nger zoom (pinch)
Image sensor TouchPad
6-cell, HP Long Life Prismatic 96 Whr (4.21 Ahr)
AC adapter (4.5 mm DC jack)
200 W slim Smart AC adapter
Power cord (localized)
3-wire plug (with ground pin) (C13) (1.8 m)
Security Supports Security Lock
TPM 2.0 (Inneon; soldered down)
Fingerprint reader
Supports "No ngerprint reader" option
Integrated Smart card reader
BIOS Preboot power on - BIOS option (password, ngerprint)
Drive encryption preboot option - (password, ngerprint, selected smart cards)
Operating system Windows 10 - Redstone 2
Preinstalled:
Windows 10 Home 64 Plus Single Language
Windows 10 Home Plus 64 Chinese Market - CPPP, only available for People’s Republic of China
Windows 10 Professional 64
Windows 10 Professional 64 Workstation Tier 1 (only available with XEON processor)
5
Category Description
FreeDOS 2.0
Restore media:
Windows 10 DRDVD
Windows 10 DRUSB
Windows 10 Professional 64 OSUSB
Windows 10 Professional 64 OSDVD
Certied:
Microsoft WHQL
Red Hat Enterprise Linux (RHEL)
Supported:
Red Hat Enterprise Linux (RHEL) 7.x 64bit
Web-only support:
Windows 10 Enterprise 64
Windows 10 Enterprise 64 LTSB 1507
Tested and documented:
Windows 7 Professional 64
Windows 7 Enterprise 64
Serviceability End user replaceable parts:
AC adapter
Battery
Hard drive/Solid-state drive
M.2 solid-state drive
Memory module
WLAN module
WWAN module
6 Chapter 1 Product description
2 External component identication
Locating hardware
To nd out what hardware is installed on your computer:
▲
Type device manager in the taskbar search box, and then select the Device Manager app.
A list displays all the devices installed on your computer.
For information about system hardware components and the system BIOS version number, press fn+esc
(select products only).
Locating software
To nd out what software is installed on your computer:
▲
Select the Start button, and then select All apps.
‒ or –
Right-click the Start button, and then select Programs and Features.
Right
Component Description
(1) Smart card reader Supports optional Smart cards.
(2) Audio-out (headphone)/Audio-in
(microphone) combo jack
Connects optional powered stereo speakers, headphones, earbuds, a
headset, or a television audio cable. Also connects an optional headset
microphone. This jack does not support optional standalone
microphones.
Locating hardware 7
Component Description
WARNING! To reduce the risk of personal injury, adjust the volume
before putting on headphones, earbuds, or a headset. For additional
safety information, refer to the Regulatory, Safety, and Environmental
Notices.
To access this guide:
1. Type support in the taskbar search box, and then select the HP
Support Assistant app.
‒ or –
Click the question mark icon in the taskbar.
2. Select My PC, select the Specications tab, and then select User
Guides.
NOTE: When a device is connected to the jack, the computer speakers
are disabled.
(3) USB 3.0 port Connects an optional USB device, such as a keyboard, mouse, external
drive, printer, scanner or USB hub.
(4) HDMI port Connects an optional video or audio device, such as a high-denition
television, any compatible digital or audio component, or a high-speed
High Denition Multimedia Interface (HDMI) device.
(5) External monitor port Connects an external VGA monitor or projector.
(6) USB Type-C (Thunderbolt-3-
enabled) ports (2)
(7) Power connector Connects an AC adapter.
(8) Battery light When AC power is connected:
Connect any USB device with a Type-C connector.
NOTE: USB Type-C ports charge products such as cell phones,
laptops, tablets, and MP3 players, even when the computer is o. Also,
some USB Type-C ports connect DisplayPort, VGA, HDMI,
ThunderboltTM, and other video devices to provide video output.
NOTE: Adapters (purchased separately) may be required.
●
White: The battery charge is greater than 90 percent.
●
Amber: The battery charge is from 0 to 90 percent.
●
O: The battery is not charging.
When AC power is disconnected (battery not charging):
●
Blinking amber: The battery has reached a low battery level.
When the battery has reached a critical battery level, the battery
light begins blinking rapidly.
●
O: The battery is not charging.
8 Chapter 2 External component identication
Left
Component Description
(1) Security cable slot Attaches an optional security cable to the computer.
NOTE: The security cable is designed to act as a deterrent, but it may
not prevent the computer from being mishandled or stolen.
(2) RJ-45 (network) jack/status lights Connects a network cable.
●
Green (left): The network is connected.
●
Amber (right): Activity is occurring on the network.
(3) 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.
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.
Left 9
Display
Component Description
(1) WLAN antennas* Send and receive wireless signals to communicate with wireless local area networks
(WLANs). The internal antennas for your product will be located within this area.
(2) WWAN antennas (select products
only)*
(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
*The antennas are not visible from the outside of the computer. For optimal transmission, keep the areas immediately around the
antennas free from obstructions.
For wireless regulatory notices, see the section of the Regulatory, Safety, and Environmental Notices that applies to your country or
region.
To access this guide:
1. Type support in the taskbar search box, and then select the HP Support Assistant app.
‒ or –
Click the question mark icon in the taskbar.
2. Select My PC, select the Specications tab, and then select User Guides.
Send and receive wireless signals to communicate with wireless wide area networks
(WWANs). The internal antennas for your product will be located within this area.
conference and chat online using streaming video.
To use the webcam:
▲ Type camera in the taskbar search box, and then select Camera.
10 Chapter 2 External component identication
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.
Top 11
Lights
Component Description
(1) Power light
(2) Caps lock light On: Caps lock is on, which switches the key input to all capital letters.
(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 network (WLAN)
(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.
●
Amber: microphone sound is o.
●
O: microphone sound is on.
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.
12 Chapter 2 External component identication
Buttons and ngerprint reader
Component Description
(1) Power button
(2) Wireless button Turns the wireless feature on or o but does not establish a wireless connection.
(3) Volume mute button Mutes and restores speaker sound.
●
When the computer is o, press the button to turn on the computer.
●
When the computer is on, press the button briey to initiate Sleep.
●
When the computer is in the Sleep state, press the button briey to exit
Sleep.
●
When the computer is in Hibernation, press the button briey to exit
Hibernation.
CAUTION: Pressing and holding down the power button results in the loss of
unsaved information.
If the computer has stopped responding and shutdown procedures are
ineective, press and hold the power button for at least 5 seconds to turn o the
computer.
To learn more about your power settings, see your power options.
▲ Type power in the taskbar search box, and then select Power and sleep
settings.
‒ or –
Right-click the Start button, and then select Power Options.
A wireless network must be set up before a wireless connection is possible.
(4) Fingerprint reader (select
products only)
Allows a ngerprint logon to Windows®, instead of a password logon.
Top 13
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 15.
(3) Windows key Opens the Start menu.
NOTE: Pressing the Windows key again will close 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
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.
14 Chapter 2 External component identication
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
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.
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.
Top 15
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.
▲ Type support in the taskbar search box, and then select the HP
Support Assistant app.
- or -
Click the question mark icon in the taskbar.
(2) 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.
16 Chapter 2 External component identication
Front
Component Description
(1) Wireless light On: An integrated wireless device, such as a wireless local area
network (WLAN) device and/or a Bluetooth® device, is on.
NOTE: On some models, the wireless light is amber when all wireless
devices are o.
(2) Power light
(3) Battery light When AC power is connected:
(4) Drive light
(5) Speakers Produce sound.
●
On: The computer is on.
●
Blinking: The computer is in the Sleep state, a 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 powersaving 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.
Front 17
Locating system information
Important system information is located on the bottom edge of the tablet or on the keyboard base. You may
need the information when travelling internationally or when you contact support:
(1): Serial number
(2): Product number
(3): Model number
(4): Warranty period
Using Windows, briey press the fn+esc key combination to display the System Information screen, which
provides the product name and serial number of your computer, as well as information about the memory,
processor, BIOS, and keyboard.
18 Chapter 2 External component identication
3 Illustrated parts catalog
Computer major components
NOTE: HP continually improves and changes product parts. For complete and current information on
supported parts for your computer, go to http://partsurfer.hp.com, select your country or region, and then
follow the on-screen instructions.
NOTE: Details about your computer, including model, serial number, product key, and length of warranty,
are on the service tag at the bottom of your computer. See Locating system information on page 18 for
details.
Computer major components 19
Item Component Spare part number
(1) Display panel (See Display assembly subcomponents on page 24)
Touch screen, FHD, UWVA, with camera 921322-001
Non-touch, UHD, UWVA, DRM3 921323-001
Non-touch, UHD, UWVA, DRM3 with camera 921324-001
(2) Keyboard (See ) 848311-001
(3) Top cover 929011-001
(4) System board (includes processor)
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
Intel Core i5-7300HQ processor 921325-xxx
Intel Core i5-7440HQ processor 921326-xxx
Intel Core i7-7700HQ processor 921327-xxx
Intel Core i7-7820HQ processor 921328-xxx
Intel Xeon E3-1535M processor 921329-xxx
Intel Xeon E3-1505M processor 921330-xxx
(5) Memory modules
DDR4-2400:
●
16 GB 865396-852
●
8 GB 862398-852
●
4 GB 862397-852
DDR4-2133, ECC:
(6) Heat sink for models with UMA graphics 922846-001
(7) Graphics board
NVIDIA Quadro M1200 with 4 GB graphics subsystem memory 917108-001
NVIDIA Quadro M2200 with 4 GB graphics subsystem memory 917109-001
NVIDIA Quadro P3000 with 6 GB graphics subsystem memory 917110-001
NVIDIA Quadro P4000 with 8 GB graphics subsystem memory 917111-001
NVIDIA Quadro P5000 with 16 GB graphics subsystem memory 917112-001
AMD Radeon Pro WX 4170M with 4 GB GDDR5 graphics subsystem memory 917107-001
(8) Heat sink for use in models with discrete graphics
●
16 GB 835886-001
●
8 GB 835887-001
20 Chapter 3 Illustrated parts catalog
Item Component Spare part number
For use only with models with NVIDIA Quadro P3000 discrete graphics memory 922842-001
For use only with models with NVIDIA Quadro M1200 discrete graphics memory 922843-001
For use only with models with NVIDIA Quadro M22000 discrete graphics memory 922844-001
For use only with models with Radeon Pro WX 4170 discrete graphics memory 922845-001
(9) Processor fan
For use in models with UMA graphics memory 848376-001
For use in models with discrete graphics memory 848377-001
(10) Graphics fan for use in models with discrete graphics memory 848378-001
(11) Solid-state drives (2)
Turbo Drives (PCIe)
SATA-3 drives
(12) RTC battery 922847-001
(13) WLAN module
Intel Dual Band Wireless-AC 8265 3rd Gen Intel 802.11ac, Dual Band, 2x2 Wi-Fi +
●
1 TB, Turbo Drive, G2, MLC 921337-001
●
1 TB, Turbo Drive, TLC L09246-001
●
512 GB, Turbo Drive, G2, MLC 921335-001
●
512 GB, Turbo Drive, TLC L09248-001
●
512 GB, Turbo Drive, G2, self-encrypting drive (SED), Opal 2, TLC 921336-001
●
256 GB, Turbo Drive, G2, MLC 921331-001
●
256 GB, Turbo Drive, G2, TLC 921334-001
●
1 TB, SATA-3, TLC 926788-001
●
512 GB, SATA-3, FIPS, TLC 921332-001
●
512 GB, SATA-3, self-encrypting drive (SED), Opal 2, TLC L09247-001
●
256 GB, SATA-3, self-encrypting drive (SED), Opal 2, TLC 921333-001
●
256 GB, SATA, TLC 921338-001
Bluetooth 4.2
910264-852
Intel Dual Band Wireless-AC 8265 3rd Gen Intel 802.11ac, Dual Band, 2x2 Wi-Fi +
Bluetooth 4.2 (non-vPro)
(14) WWAN module
HP lt4120 Qualcomm Snapdragon X5 LTE Mobile Broadband Module 800870-001
Fibocom HP hs3210 WW HSPA+ without GPS 918670-852
Huawei HP It4132, LTE/HSPA+ 4G with GPS 918671-852
(15) TouchPad (includes cable) 850944-001
(16) LED board not spared
918855-852
Computer major components 21
Item Component Spare part number
(17) Fingerprint reader 850116-001
(18) Smart card reader (includes cable) not spared
(19) Speaker Kit (includes cable) 848361-001
(20) Internal frame 906119-001
(21) Hard drive connector adapter 929012-001
(22) Hard drives
1 TB, 7200 RPM, SATA, 9.5 mm 766644-002
500 GB, 7200 RPM, SATA, 7 mm 703267-002
500 GB, 5400 RPM, SATA, hybrid 8 GB cache, 7 mm 732000-002
500 GB, 7200 RPM, SATA, FIPS, 7 mm 820572-002
500 GB, 7200 RPM, SATA, self-encrypting drive (SED), 7 mm 820573-002
(23) Battery 852711-850
(24) Base enclosure 906112-001
(25) Service door 906121-001
Miscellaneous parts
Component Spare part number
HP USB-C to DisplayPort adapter 831753-001
AC adapter, 200W, PFC SMART, 4.5 mm, slim, 3P 835888-001
Cable kit 848372-001
HP ZBook Thunderbolt 3 power cable A 855116-001
HP USB-C to VGA Adapter 831751-001
HP USB-C to HDMI Adapter 831752-001
HP Ultraslim Keyed Cable Lock 703372-001
Cable lock docking station 575921-001
HP USB External DVD/RW Drive 747080-001
Cases
HP Business Top Load Case 718550-001
HP Executive Slim Top Load Case 838256-001
Messenger bag 679922-001
HP Professional Slim Top Load case 703888-001
HP Elite USB-C Docking Station 844549-001
HP USB Laser Mouse 674318-001
22 Chapter 3 Illustrated parts catalog
Component Spare part number
HP Comfort Grip Wireless Mouse 691922-001
HP Ultrathin Bluetooth Mouse 811730-001
Microphone board 854110-001
Power cord
For use in Argentina 401328-001
For use in Australia and New Zealand 100661-001
For use in Brazil 438723-001
For use in Denmark 130627-008
For use in Europe 100614-009
For use in India 403440-001
For use in Israel 398062-001
For use in Italy 109197-008
For use in Japan 139867-004
For use in the People’s Republic of China 286496-001
For use in South Africa 187487-005
For use in South Korea 231216-001
For use in Switzerland 150304-008
For use in Thailand 285052-001
For use in Taiwan 393312-001
For use in the United Kingdom and Singapore 100613-008
AC power cord, unshielded 121565-001
Screw kit 922848-001
Miscellaneous parts 23
Display assembly subcomponents
Item Component Spare part number
(1) Bezel
For use in models without a camera 848368-001
For use in models with a camera 850119-001
(2) Raw panel
FHD 819347-002
FHD, includes cable 936516-001
HD+ 819348-002
HD+, includes cable 936517-001
(3) Hinge Kit (includes right and right hinges) 906120-001
(4) Display cable 848379-001
(5) Webcam 819336-006
(6) WWAN antenna 848347-001
(7) WLAN antenna 848346-001
(8) Hinge covers (included with Hinge Kit)
(9) Back cover 926796-001
24 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 screwdriver
●
Magnetic screwdriver
●
Phillips P0 and Torx8 T8 screwdrivers
Service considerations
The following sections include some of the considerations that you must keep in mind during disassembly
and assembly procedures.
NOTE: As you remove each subassembly from the computer, place the subassembly (and all accompanying
screws) away from the work area to prevent damage.
Plastic parts
CAUTION: Using excessive force during disassembly and reassembly can damage plastic parts. Use care
when handling the plastic
Tools required 25
Cables and connectors
CAUTION: When servicing the computer, be sure that cables are placed in their proper locations during the
reassembly process. Improper cable placement can damage the computer.
Cables must be handled with extreme care to avoid damage. Apply only the tension required to unseat or seat
the cables during removal and insertion. Handle cables by the connector whenever possible. In all cases, avoid
bending, twisting, or tearing cables. Be sure that cables are routed in such a way that they cannot be caught
or snagged by parts being removed or replaced. Handle ex cables with extreme care; these cables tear
easily.
Drive handling
CAUTION: Drives are fragile components that must be handled with care. To prevent damage to the
computer, damage to a drive, or loss of information, observe these precautions:
Before removing or inserting a hard drive, shut down the computer. If you are unsure whether the computer is
o or in Hibernation, turn the computer on, and then shut it down through the operating system.
Before handling a drive, be sure that you are discharged of static electricity. While handling a drive, avoid
touching the connector.
Before removing 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.”
26 Chapter 4 Removal and replacement procedures preliminary requirements
Grounding guidelines
Electrostatic discharge damage
Electronic components are sensitive to electrostatic discharge (ESD). Circuitry design and structure determine
the degree of sensitivity. Networks built into many integrated circuits provide some protection, but in many
cases, ESD contains enough power to alter device parameters or melt silicon junctions.
A discharge of static electricity from a nger or other conductor can destroy static-sensitive devices or
microcircuitry. Even if the spark is neither felt nor heard, damage may have occurred.
An electronic device exposed to ESD may not be aected at all and can work perfectly throughout a normal
cycle. Or the device may function normally for a while, then degrade in the internal layers, reducing its life
expectancy.
CAUTION: To prevent damage to the computer when you are removing or installing internal components,
observe these precautions:
Keep components in their electrostatic-safe containers until you are ready to install them.
Before touching an electronic component, discharge static electricity by using the guidelines described in this
section.
Avoid touching pins, leads, and circuitry. Handle electronic components as little as possible.
If you remove a component, place it in an electrostatic-safe container.
The following table shows how humidity aects the electrostatic voltage levels generated by dierent
activities.
CAUTION: A product can be degraded by as little as 700 V.
Typical electrostatic voltage levels
Relative humidity
Event 10% 40% 55%
Walking across carpet 35,000 V 15,000 V 7,500 V
Walking across vinyl oor 12,000 V 5,000 V 3,000 V
Motions of bench worker 6,000 V 800 V 400 V
Removing DIPS from plastic tube 2,000 V 700 V 400 V
Removing DIPS from vinyl tray 11,500 V 4,000 V 2,000 V
Removing DIPS from 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 27
Packaging and transporting guidelines
Follow these grounding guidelines when packaging and transporting equipment:
●
To avoid hand contact, transport products in static-safe tubes, bags, or boxes.
●
Protect ESD-sensitive parts and assemblies with conductive or approved containers or packaging.
●
Keep ESD-sensitive parts in their containers until the parts arrive at static-free workstations.
●
Place items on a grounded surface before removing items from their containers.
●
Always be properly grounded when touching a component or assembly.
●
Store reusable ESD-sensitive parts from assemblies in protective packaging or nonconductive foam.
●
Use transporters and conveyors made of antistatic belts and roller bushings. Be sure that mechanized
equipment used for moving materials is wired to ground and that proper materials are selected to avoid
static charging. When grounding is not possible, use an ionizer to dissipate electric charges.
Workstation guidelines
Follow these grounding workstation guidelines:
●
Cover the workstation with approved static-shielding material.
●
Use a wrist strap connected to a properly grounded work surface and use properly grounded tools and
equipment.
●
Use conductive eld service tools, such as cutters, screwdrivers, and vacuums.
●
When xtures must directly contact dissipative surfaces, use xtures made only of static safe materials.
●
Keep the work area free of nonconductive materials, such as ordinary plastic assembly aids and 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.
28 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 eective, the conductive equipment must be worn in contact
with the skin.
The following grounding equipment is recommended to prevent electrostatic damage:
●
Antistatic tape
●
Antistatic smocks, aprons, and sleeve protectors
●
Conductive bins and other assembly or soldering aids
●
Nonconductive foam
●
Conductive tabletop workstations with ground cords of one megohm resistance
●
Static-dissipative tables or oor mats with hard ties to the ground
●
Field service kits
●
Static awareness labels
●
Material-handling packages
●
Nonconductive plastic bags, tubes, or boxes
●
Metal tote boxes
●
Electrostatic voltage levels and protective materials
The following table lists the shielding protection provided by antistatic bags and oor mats.
Material Use Voltage protection level
Antistatic plastics Bags 1,500 V
Carbon-loaded plastic Floor mats 7,500 V
Metallized laminate Floor mats 5,000 V
Grounding guidelines 29
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 Locating system information on page 18
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.
30 Chapter 5 Removal and replacement procedures for Customer Self-Repair parts
Service door
Description Spare part number
Service door 906121-001
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. Position the computer upside down on a at surface.
2. Slide the latch (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 31
Battery
Description Spare part number
6 cell HP Long Life Prismatic 96 Whr (4.21 Ahr) Li-ion battery 852711-850
Battery cable 907156-001
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 31).
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. Remove the three Phillips screws (3) that secure the battery to the computer.
2. Pull the battery tab (4) to remove the battery from the computer.
32 Chapter 5 Removal and replacement procedures for Customer Self-Repair parts
Remove the battery cable:
▲
Release the battery cable from the guides (1), disconnect the battery cable from the system board (2),
and then remove the cable (3).
Reverse this procedure to install the battery cable and the battery.
Component replacement procedures 33
Base enclosure
Description Spare part number
Base enclosure 906112-001
Before removing the base enclosure, 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 following components:
a. Service door (see Service door on page 31).
b. Battery (see Battery on page 32).
Remove the base enclosure:
1. Loosen 14 Torx screws(1), and then remove 2 Phillips screws(2) from the base enclosure.
2. Using a plastic tool (3), loosen the base enclosure, and then remove it from the computer (4).
Reverse this procedure to install the base enclosure.
34 Chapter 5 Removal and replacement procedures for Customer Self-Repair parts
Hard drives
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 for standard models and 906117-001 for FED models.
Description Spare part number
1 TB, 7200 RPM, SATA, 9.5 mm 766644-002
500 GB, 7200 RPM, SATA, 7 mm 703267-002
500 GB, 5400 RPM, SATA, Hybrid 8 GB cache, 7 mm 732000-002
500 GB, 7200 RPM, SATA, FIPS, 7 mm 820572-002
500 GB, 7200 RPM, SATA, Self-encrypting drive (SED), 7 mm 820573-002
Hard Drive Hardware Kit 848351-001
Hard Drive Hardware Kit for use in Field Emission Display (FED) models 906117-001
Hard drive bracket 907157-001
Hard drive connector adapter 929012-001
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
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 following components:
a. Service door (see Service door on page 31).
b. Battery (see Battery on page 32).
c. Base enclosure (see Base enclosure on page 34).
Remove the hard drive:
1. Loosen the four captive screws (1) that secure the hard drive to the bottom cover.
Component replacement procedures 35
2. Lift the tab (2) to disconnect the drive from the connector bracket, and then remove the primary hard
drive (3).
3. If it is necessary to remove the hard drive connector adapter, remove the hard drive, and then
disconnect the hard drive connector adapter cable from the system board (1).
4. Remove 2 Phillips screws (2) from the hard drive connector adapter.
5. Remove the adapter from the computer (3).
36 Chapter 5 Removal and replacement procedures for Customer Self-Repair parts
Remove the secondary hard drive (select products only):
1. Disconnect the hard drive connector (1).
2. Remove 2 Phillips screws (2) from the hard drive bracket.
3. Loosen the four captive screws (3) that secure the hard drive to the bottom cover.
4. Lift the tab (4), and remove the primary hard drive (5).
Remove the hard drive bracket(s):
1. If it is necessary to replace the primary hard drive bracket, remove 4 screws (2) from the hard drive, and
then lift the bracket straight up (3) to remove the bracket from the hard drive.
Component replacement procedures 37
2. If it is necessary to replace the secondary hard drive bracket, remove the connector from the bracket (1),
remove 4 screws (2) from the hard drive, and then lift the bracket straight up (3) to remove the bracket
from the hard drive.
Reverse this procedure to reassemble and install the hard drive(s) and the internal frame.
38 Chapter 5 Removal and replacement procedures for Customer Self-Repair parts
Solid-state drives (M.2)
Description Spare part number
Turbo drives (PCIe)
1 TB, Turbo Drive, G2, MLC 921337-001
1 TB, Turbo Drive, TLC L09246-001
512 GB, Turbo Drive, G2, MLC 921335-001
512 GB, Turbo Drive, TLC L09248-001
512 GB, Turbo Drive, G2, self-encrypting drive (SED), Opal 2, TLC 921336-001
256 GB, Turbo Drive, G2, MLC 921331-001
256 GB, Turbo Drive, G2, TLC 921334-001
SATA-3 drives
1 TB, SATA-3, TLC 926788-001
512 GB, SATA-3, FIPS, TLC 921332-001
512 GB, SATA-3, self-encrypting drive (SED), Opal 2, TLC L09247-001
256 GB, SATA-3, self-encrypting drive (SED), Opal 2, TLC 921333-001
256 GB, SATA, TLC 921338-001
Before removing the solid-state drive, follow these steps:
1. Turn o the computer. If you are unsure whether the computer is o or in Hibernation, turn the
computer on, and then shut it down through the operating system.
2. Disconnect the power from the computer by unplugging the power cord from the computer.
3. Disconnect all external devices from the computer.
4. Remove the following components:
a. Service door (see Service door on page 31).
b. Battery (see Battery on page 32).
c. Base enclosure (see Base enclosure on page 34).
d. Primary hard drive, if removing a secondary solid-state drive (see Hard drives on page 35).
Remove the solid-state drive:
NOTE: The secondary solid-state drive is only available if a primary solid-state drive is installed.
To remove the secondary solid-state drive, you must rst remove the primary hard drive.
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.
Component replacement procedures 39
Reverse this procedure to install the solid-state drive.
40 Chapter 5 Removal and replacement procedures for Customer Self-Repair parts
WLAN module
Description Spare part number
Intel Dual Band Wireless-AC 8265 3rd Gen Intel 802.11ac, Dual Band, 2x2 Wi-Fi + Bluetooth 4.2 910264-852
Intel Dual Band Wireless-AC 8265 3rd Gen Intel 802.11ac, Dual Band, 2x2 Wi-Fi + Bluetooth 4.2 (nonvPro)
918855-852
CAUTION: To prevent an unresponsive system, replace the wireless module only with a wireless module
authorized for use in the computer by the governmental agency that regulates wireless devices in your
country or region. If you replace the module and then receive a warning message, remove the module to
restore device functionality, and then contact technical support.
Before removing the WLAN module, follow these steps:
1. Turn o the computer. If you are unsure whether the computer is o or in Hibernation, turn the
computer on, and then shut it down through the operating system.
2. Disconnect the power from the computer by unplugging the power cord from the computer.
3. Disconnect all external devices from the computer.
4. Remove the following components:
a. Service door (see Service door on page 31).
b. Battery (see Battery on page 32).
c. Base enclosure (see Base enclosure on page 34).
d. Hard drive (see Hard drives on page 35).
e. Solid-state drive(s) (see Solid-state drives (M.2) on page 39).
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.)
Component replacement procedures 41
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.
42 Chapter 5 Removal and replacement procedures for Customer Self-Repair parts
WWAN module
NOTE: The WWAN module and the WLAN module are not interchangeable.
Description Spare part number
HP lt4120 Qualcomm Snapdragon X5 LTE Mobile Broadband Module 800870-001
Fibocom HP hs3210 WW HSPA+ without GPS 918670-852
Huawei HP It4132, LTE/HSPA+ 4G with GPS 918671-852
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 following components:
a. Service door (see Service door on page 31).
b. Battery (see Battery on page 32).
c. Base enclosure (see Base enclosure on page 34).
d. Hard drive (see Hard drives on page 35).
e. Solid-state drive(s) (see Solid-state drives (M.2) on page 39).
f. WLAN module (see WLAN module on page 41).
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.
Component replacement procedures 43
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.
44 Chapter 5 Removal and replacement procedures for Customer Self-Repair parts
Memory module
Description Spare part number
DDR4-2400:
16 GB 865396-852
8 GB 862398-852
4 GB 862397-852
ECC DDR4-2133:
16 GB, ECC 835886-001
8 GB, ECC 835887-001
Update BIOS before adding memory modules
Before adding new memory, be sure to 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 following components:
a. Service door (see Service door on page 31).
b. Battery (see Battery on page 32).
c. Base enclosure (see Base enclosure on page 34).
Component replacement procedures 45
d. Hard drive (see Hard drives on page 35).
e. Solid-state drive(s) (see Solid-state drives (M.2) on page 39).
f. WLAN module (see WLAN module on page 41).
g. WWAN module (see WWAN module on page 43).
Remove the memory module:
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.)
46 Chapter 5 Removal and replacement procedures for Customer Self-Repair parts
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 47
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.
48 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) 922847-001
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 following components:
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.
a. Service door (see Service door on page 31).
b. Battery (see Battery on page 32).
c. Base enclosure (see Base enclosure on page 34).
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 49
Internal frame
Description Spare part number
Internal frame 906119-001
Before removing the internal 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 following components:
a. Service door (see Service door on page 31).
b. Battery (see Battery on page 32).
c. Base enclosure (see Base enclosure on page 34).
d. All hard drives, including the connector board and cable (see Hard drives on page 35).
e. Secondary solid-state drive (see Solid-state drives (M.2) on page 39).
Remove the internal frame:
▲
Remove 3 screws (1), and then remove the internal frame (2).
Reverse this procedure to install the internal frame.
50 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 following components:
Remove the speakers:
Description Spare part number
Speakers (includes cable) 848361-001
computer on, and then shut it down through the operating system.
a. Service door (see Service door on page 31).
b. Battery (see Battery on page 32).
c. Base enclosure (see Base enclosure on page 34).
d. Hard drive (see Hard drives on page 35).
e. Internal frame (see Internal frame on page 50).
1. Remove the two Phillips screws (1) that secure the right speaker to the computer.
2. Remove the right speaker (2).
3. Disconnect the speaker cable from the system board (3), and then release the cable from the guides (4)
securing it to the computer.
4. Remove the two Phillips screws (5) that secure the left speaker to the computer.
5. Remove the left speaker (6).
Reverse this procedure to install the speakers.
Component replacement procedures 51
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 following components:
Description Spare part number
TouchPad module (includes cable) 924810-001
computer on, and then shut it down through the operating system.
a. Service door (see Service door on page 31).
b. Battery (see Battery on page 32).
c. Base enclosure (see Base enclosure on page 34).
d. Hard drive (see Hard drives on page 35).
e. Internal frame (see Internal frame on page 50).
f. Right speaker (see Speakers on page 51).
Remove the TouchPad:
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.
52 Chapter 6 Removal and replacement procedures for authorized service provider parts
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.
Smart card reader and frame
Description Spare part number
Smart card reader
Before removing the smart card reader, follow these steps:
1. Turn o the computer. If you are unsure whether the computer is o or in Hibernation, turn the
computer on, and then shut it down through the operating system.
2. Disconnect the power from the computer by unplugging the power cord from the computer.
3. Disconnect all external devices from the computer.
4. Remove the following components:
a. Service door (see Service door on page 31).
b. Battery (see Battery on page 32).
c. Base enclosure (see Base enclosure on page 34).
Remove the smart card reader:
1. Remove 3 Phillips screws (1), release the cable from the routing (2), and then lift the bracket to remove
it (3).
Component replacement procedures 53
2. Disconnect the smart card reader cable from the system board (1), lift the cable (2), remove 2 Phillips
screws (3), and then lift the smart card reader to remove it (4).
Reverse this procedure to install the smart card reader.
54 Chapter 6 Removal and replacement procedures for authorized service provider parts
Fingerprint reader board
Description Spare part number
Fingerprint reader board 850116-001
Fingerprint reader board bracket (part of the bracket kit) 848360-001
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 following components:
a. Service door (see Service door on page 31).
b. Battery (see Battery on page 32).
c. Base enclosure (see Base enclosure on page 34).
d. Hard drive (see Hard drives on page 35).
e. Smart card frame and smart card reader (see Smart card reader and frame on page 53).
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.
Component replacement procedures 55
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.
Fan
Description Spare part number
CPU fan for use in models with discrete graphics memory (includes replacement thermal material) 848377-001
CPU fan for use in models with UMA graphics memory (includes replacement thermal material) 848376-001
GPU fan (includes replacement thermal material) (This fan is included as a blank for models with UMA
graphics memory.):
848378-001
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 following components:
a. Service door (see Service door on page 31).
b. Battery (see Battery on page 32).
c. Base enclosure (see Base enclosure on page 34).
d. Hard drive (see Hard drives on page 35).
e. WLAN module (see WLAN module on page 41).
56 Chapter 6 Removal and replacement procedures for authorized service provider parts
f. WWAN module (see WWAN module on page 43).
g. Speakers (see Speakers on page 51).
Remove the CPU (right) fan:
1. Release the fan connection (1) on the CPU (right) fan, and then loosen the two captive screws (2)
securing the CPU fan to the computer.
2. Release the display cable (3) and remove it from the guides around the fan, and then remove the fan (4)
from the computer.
Remove the GPU (left) fan:
1. Release the connector(1) on the GPU (left) fan, and then loosen the two captive screws (2) securing the
GPU fan to the computer.
Component replacement procedures 57
2. Release the WWAN cable and WLAN cable (3) from the routing around the fan, and then remove the fan
(4) from the computer.
Reverse this procedure to install the CPU (right) and GPU (left) fans.
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 following components:
Description Spare part number
Heat sink for use only with models with NVIDIA Quadro P3000 discrete graphics memory 922842-001
Heat sink for use only with models with NVIDIA Quadro M1200 discrete graphics memory 922843-001
Heat sink for use only with models with NVIDIA Quadro M22000 discrete graphics memory 922844-001
Heat sink for use only with models with Radeon Pro WX 4170 Graphics 922845-001
Heat sink for use only with models with UMA graphics memory 922846-001
computer on, and then shut it down through the operating system.
a. Service door (see Service door on page 31).
b. Battery (see Battery on page 32).
c. Base enclosure (see Base enclosure on page 34).
58 Chapter 6 Removal and replacement procedures for authorized service provider parts
d. Hard drive (see Hard drives on page 35).
e. Fans (see Fan on page 56).
Remove the heat sink:
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.
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 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. Loosen the screws in the numbered order shown (1, 2, 3, 4), and then remove the heat sink (5) from the
system board.
60 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 component (1) and on the heat sink area (2) that services it.
Reverse this procedure to install the heat sink.
Discrete graphics board
Description Spare part number
NVIDIA Quadro M1200 with 4 GB graphics subsystem memory 917108-001
NVIDIA Quadro M2200 with 4 GB graphics subsystem memory 917109-001
NVIDIA Quadro P3000 with 6 GB graphics subsystem memory 917110-001
NVIDIA Quadro P4000 with 8 GB graphics subsystem memory 917111-001
NVIDIA Quadro P5000 with 16 GB graphics subsystem memory 917112-001
AMD Radeon Pro WX 4170M with 4 GB GDDR5 graphics subsystem memory 917107-001
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 following components: .
a. Service door (see Service door on page 31).
b. Battery (see Battery on page 32).
Component replacement procedures 61
c. Base enclosure (see Base enclosure on page 34).
d. Hard drive(s) (see Hard drives on page 35).
e. Fans (see Fan on page 56).
f. Heat sink (see Heat sink on page 58).
Remove the discrete graphics board:
▲
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 not spared
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 following components:
a. Service door (see Service door on page 31).
b. Battery (see Battery on page 32).
62 Chapter 6 Removal and replacement procedures for authorized service provider parts
c. Base enclosure (see Base enclosure on page 34).
d. Hard drive (see Hard drives on page 35).
e. Internal frame (see Internal frame on page 50).
f. RTC battery (see RTC battery on page 49).
g. Right speaker and metal speaker frame (see Speakers on page 51).
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. Remove the screw (3) securing the board to the computer, and then remove the display LED board (4).
(2) from the adhesive securing it to the computer.
Reverse this procedure to install the display LED board.
Component replacement procedures 63
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. Service door (see Service door on page 31).
a. Battery (see Battery on page 32).
b. Base enclosure (see Base enclosure on page 34).
c. Hard drive (see Hard drives on page 35).
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.
64 Chapter 6 Removal and replacement procedures for authorized service provider parts
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.
Component replacement procedures 65
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 Core i5-7300HQ processor 921325-xxx
Intel Core i5-7440HQ processor 921326-xxx
Intel Core i7-7700HQ processor 921327-xxx
Intel Core i7-7820HQ processor 921328-xxx
Intel Xeon E3-1535M processor 921329-xxx
Intel Xeon E3-1505M processor 921330-xxx
Before removing the system board, follow these steps:
66 Chapter 6 Removal and replacement procedures for authorized service provider parts
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 any SD card or SD blank from the computer.
5. Remove the following components:
a. Service door (see Service door on page 31).
b. Battery (see Battery on page 32).
c. Base enclosure (see Base enclosure on page 34).
d. Hard drive (see Hard drives on page 35).
e. WLAN module (see WLAN module on page 41).
f. WWAN module (see WWAN module on page 43).
g. Memory modules (see Memory module on page 45).
h. Solid-state drive(s) (see Solid-state drives (M.2) on page 39).
i. Fans (see Fan on page 56).
j. Heat sink (see Heat sink on page 58).
k. Discrete graphics board (see Discrete graphics board on page 61).
l. Keyboard (see Keyboard on page 64).
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 41)
●
WWAN module (see WWAN module on page 43)
●
Memory module (see Memory module on page 45)
●
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
Component replacement procedures 67
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.
68 Chapter 6 Removal and replacement procedures for authorized service provider parts
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.
Component replacement procedures 69
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
Touch screen, FHD, UWVA, with camera 921322-001
Non-touch, UHD, UWVA, DRM3 921323-001
Non-touch, UHD, UWVA, DRM3 with camera 921324-001
Raw panel, FHD 819347-002
Raw panel, HD+ 819348-002
Raw panel, FHD, includes cable 936516-001
Raw panel, HD+, includes cable 936517-001
Hinge Kit (includes left and right hinges) 906120-001
Bezel with use in models without a camera 848368-001
Bezel for use in models with a camera 850119-001
LCD cable 848379-001
Webcam, 1p DM U2 Mjpeg 720p CTS Vaughn 819336-006
Microphone board 854110-001
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 following components:
a. Service door (see Service door on page 31).
b. Battery (see Battery on page 32).
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.
70 Chapter 6 Removal and replacement procedures for authorized service provider parts
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:
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).
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.
Component replacement procedures 71
CAUTION: Before turning the display panel upside down, make sure the work surface is clear of
tools, screws, and any other foreign objects. Failure to follow this caution can result in damage to
the display panel.
b. Lift the top edge of the display panel (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).
6. If it is necessary to replace the webcam module or microphone module:
72 Chapter 6 Removal and replacement procedures for authorized service provider parts
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.
7. If it is necessary to replace the Dream Color calibration board:
a. Disconnect the calibration board cable (1) from the board.
Component replacement procedures 73
b. Remove the Phillips screw (2) securing the board, and then remove the board (3) from the display
enclosure.
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 hinge to
the display enclosure.
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.
74 Chapter 6 Removal and replacement procedures for authorized service provider parts
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:
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:
Component replacement procedures 75
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.
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 929011-001
76 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.
77
Resources
HP Resource Tool Description Link
HP Elite Support Provides live HP Premium support (available 24/7) to
Elite computers.
HP Support Center Provides important support, such as warranty,
support cases, drivers, Customer Advisories,
Customer and Security Bulletins, and Product Change
Notices.
HP Troubleshooting Support page Provides troubleshooting information for your
specic HP computer.
Troubleshooting Problems with
Docking Stations
HP Elite Dock with Thunderbolt 3
and HP ZBook Dock with
Thunderbolt 3
Subscribers Choice Allows you to sign up for HP product updates. http://www8.hp.com/us/en/subscribe/
HP Support Forums Provide discussions about HP products and issues. http://h30434.www3.hp.com/psg/
Service Access Workbench (SAW)
(Available for technicians and
Business Partners only)
Vendors’ web sites Provide additional information for associated
Provides troubleshooting information for HP docking
stations.
Provides troubleshooting information for your
specic docking station
Provides navigable content intended for use by
internal and outsourced call center sta and can be a
resource for support and product division
professionals.
components such as Intel (processor, WLAN),
Microsoft (Windows 7/8/10), AMD/NVidia (GPU), and
so on.
http://www8.hp.com/us/en/ads/eliteproducts/overview.html
http://h20565.www2.hp.com/portal/site/
hpsc
http://www8.hp.com/us/en/
troubleshooting.html
http://support.hp.com/us-en/document/
c03247469
http://h20565.www2.hp.com/hpsc/doc/
public/display?
sp4ts.oid=9822172&docLocale=en_US&d
ocId=emr_na-c05060909
http://sawpro.atlanta.hp.com/km/saw/
home.do
http://www.intel.com/
content/www/us/en/homepage.html
http://www.microsoft.com
http://www.amd.com
http://www.nvidia.com
General troubleshooting steps
A basic logic should be used when troubleshooting computer issues. This section will help you become
familiar with troubleshooting methodology and eciently resolve problems. Proceed through the steps in the
following table until the issue is resolved, and then move on to the next step that is relevant to the issue. For
example, if you resolve a memory issue using the HP PC Diagnostics (UEFI) tool in step 6, you can then move
on to step 10 to reseat the memory into its memory slot.
NOTE: General troubleshooting steps do not have to be followed in a specic order.
Table 7-1 Troubleshooting methodology and general troubleshooting steps
Identify issue Analyze issue Resolve issue Verify solution
1. Understand the issue
on page 79
2. Examine the environment
on page 81
3. Perform a visual inspection
of hardware on page 82
78 Chapter 7 Troubleshooting guide
5. Remove or uninstall recently
added hardware, software
on page 82
6. HP Hardware Diagnostics and
Tools on page 83
8. Hard reset on page 92
9. Soft reset (Default Settings)
on page 93
10. Reseat cables and connections
on page 93
Verify solution
on page 96
Table 7-1 Troubleshooting methodology and general troubleshooting steps
Identify issue Analyze issue Resolve issue Verify solution
4. Update BIOS and drivers
on page 82
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
7. Status lights, blinking light
codes, troubleshooting lights,
and POST error messages
on page 87
11. Test with minimum conguration
on page 94
12. Test with veried working
conguration (hardware and/or operating
system) on page 95
13. Replace the system board on page 95
Item Description
Power-on After power button is pressed, the computer boots after all internal power rails (i.e., 5V, 3.3V) are stable.
POST (UEFI/BIOS) Power-On Self-Test (POST) veries that hardware components (processor, storage device, memory, etc.) are
Performance
(operating system)
Failure classication
Failure classication is a breakdown of dierent types of failures and symptoms that could occur during the
boot-up sequence. Table 3 and table 4 represent the failure classication for common notebook failures.
Conrm that power lights are on fan is spinning.
Next step: If the computer experiences a power-on issue, see “Verify Power Good (Troubleshooting) lights” in
No Power on page 98.
Common issues: all lights are o; troubleshooting lights are on; does not boot; video is absent.
functional. When POST is complete, the HP logo displays briey and then disappears.
If there are errors, the computer may exhibit blinking lights and POST error messages
Common issues: lights blink, error message appears, hangs.
System boots to operating system, and Windows logo screen appears..
Common issues: hangs (lock up/freezes), blue screen, video distorted, driver conict, slow performance,
display issue (dead pixel), I/O issue (no speaker sound), wireless/audio unavailable, noise.
See Analyze the issue on page 82 table below for detailed troubleshooting information).
Table 3 categorizes failures by the boot-up sequence.
General troubleshooting steps 79
1. Power-on: Common issues are No Power, Recycle/Reboot, etc.
2. POST: Common issues are No Boot (have power), Light Flash or Diagnostics Error.
3. Performance: Common issues are Intermittent Loss of Power, Blue Screen, Hang, etc. In many cases,
issues may be identied and associated with a particular hardware (i.e., display, storage).
Table 4 categorizes failures by hardware.
4. Display
5. I/O devices (Input/Output)
6. Storage
7. Mechanical
A single symptom can be listed under dierent groups. For example, No Video can belong to (1) Power-on or
(4) Display; but Flickering when powered should be listed in (4) Display. Or, in another example, a blue screen
can be caused by a driver conict in Performance (4), but it can also be caused by a defective storage device
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 80 and Table 7-4 Failure classication by hardware devices and mechanical on page 81). 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 98
2. Intermittent power-on, shutdown,
reboot on page 100
3. AC adapter issue on page 101
4. Battery not recognized, not charging
on page 102
5. Battery discharges too fast
on page 103
6. Burnt smell on page 104
a,b,c
similar symptoms
a
1. No video (with power)
on page 104
2. Blinking lights on page 105
3. Diagnostics error messages
on page 106
4. BIOS password on page 107
1.
Intermittent shutdown on page 108
2.
Blue screen (BSOD) error on page 135
3. Freeze at Windows Logo (hang/lockup)
on page 111
4. Electromagnetic Interference (EMI)
on page 112
5. No wake up on page 113
6. Unresponsive on page 114
7.
Slow performance on page 114
8. HP Smart Adapter warning message
on page 115
9. Incorrect time and date on page 115
a
c
b
80 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 116
2. Dead pixel on page 118
3. No video (internal)
on page 118
4. No video (external)
on page 119
5. DisplayPort/VGA
on page 119
6. HDMI on page 119
7. No or bad external video
via docking on page 120
8. Incorrect or missing color/
distorted image
on page 120
9. Touch screen
on page 121
b,c,d
similar symptoms
d
d
1. Keyboard on page 122
2. Keyboard point stick
on page 123
3. Keyboard backlight
on page 123
4. TouchPad on page 124
5. Network Connectivity
Ethernet (RJ-45 jack)
on page 124
6. Network connectivity
wireless (WLAN)
on page 125
7. WWAN on page 126
8. USB on page 127
9. Smart card reader
on page 128
10. Speaker, headphone audio issues on page 129
11. Thunderbolt (TB)
on page 130
12. Thunderbolt 3 dock
on page 131
1. Hard drive/solid-state
drive not recognized
on page 133
2. No boot to operating
system (no read/write
error) on page 133
3. Read-write error
on page 134
4. Slow performance
on page 114
5. Blue screen (BSOD) error
on page 135
6. Noisy hard drive
on page 135
c
b
1. Fan error message - 90B
on page 136
2. Noise (sound)
on page 137
3. Fan runs constantly
on page 138
4. HP Thermal Monitor
on page 86
5. Stuck power button
on page 140
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 81
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.
82 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 storage devices
themselves. These drives contain more advanced versions of the diagnostic tool than the BIOS-based version.
In addition, for HP authorized service partners and IT professionals who need to support a mixed environment
of older and newer HP/Compaq PCs, the HP PC Diagnostics 3-in-1 USB Key at http://www8.hp.com/us/en/
campaigns/hpsupportassistant/pc-diags.html?jumpid=va_r602_us/en/any/pps/pl_ot_ob_ds_pd/
HP_PC_Hardware_Diagnostics_cc/dt is a diagnostic tool that supports a wide range of HP Desktop and
Notebook computers.
The tool runs outside the operating system so that it can isolate hardware failures from issues that are
caused by the operating system or other software components. In reality, many problems can be determined
using this tool if the issue is a defective part or a loose connection (i.e., reseating keyboard cable after the
tool reports a keyboard error).
The tool has three major functions:
●
System Tests - Check the computer’s hardware to assure everything is functioning properly. If your
system won’t boot into Windows, try the Quick System Test. For more comprehensive testing, use the
Extensive System Test option. If the System Test did not detect a hardware problem, continue with the
Component Tests.
●
Component Tests – Focus on selected hardware components in your computer.
●
Firmware Management – Update your computer’s BIOS to the latest version (available separately) or roll
back to a previous version.
To start HP PC Hardware Diagnostics (UEFI):
1. Turn on or restart the computer, quickly press the esc button on the computer, and then press F2. The
BIOS searches three places for the diagnostic tools, in the following order:
a. Connected USB drive
b. Hard drive
c. BIOS
General troubleshooting steps 83
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).”
84 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 http://www.hp.com/go/
hpsupportassistant.
NOTE: HPSA can be used only if the computer boots into Windows. If the computer does not boot into
Windows, use HP PC Hardware Diagnostics (UEFI) instead.
HPSA also integrates diagnostics and tools that help resolve issues. See example screen shots as follows.
General troubleshooting steps 85
HP BIOS Conguration Utility (BCU)
HP BCU is a free utility that captures the BIOS settings and their values. This tool provides a text le of the
computer’s BIOS conguration. This can help identify any settings that may be contributing to an issue.
In some cases, it may help to compare this BIOS text le to the default settings of the computer.
For more information, see the HP BIOS Conguration Utility (BCU) User guide at http://ftp.hp.com/pub/caps-
softpaq/cmit/whitepapers/BIOS_Conguration_Utility_User_Guide.pdf.
NOTE: HP recommends that you reset BIOS before trying BCU. Resetting the BIOS is always available and
relatively quick to try, whereas BCU takes extra time and eort.
HP Image Diagnostic Tool
Available to HP Authorized Support Partners (ASPs) and users from the HP public ftp site at
ftp://ftp.hp.com/pub/idr/ImageDiags/, this tool collects information about the current state of the computer,
including product serial number, platform and BIOS information, and information about user-installed
software and hardware components. HP encourages you to review the report before sending it to support.
The report may assist you with diagnostics and solutions to problems you encounter.
HP Thermal Monitor
NOTE: Available only to authorized service providers/technicians.
Available only for HP internal use, HP Thermal Monitor can be used to stress the processor and GPU and
monitor the temperature values of various components in the system. The components that are currently
monitored include the processor, GPU, ACPI thermal zones, storage device, and battery. The tool reads the
temperatures of the components, logs the data, and helps to determine whether the computer would
overheat in the event of thermal shutdown, fan spinning loud, etc.
Non HP diagnostics tools
Windows-to-Go USB
Windows-To-Go USB is a Microsoft-based tool for Enterprise editions of Windows that can help in
troubleshooting. You can nd a process online about how to create a live Windows USB drive. For more
information, see https://technet.microsoft.com/en-us/library/hh831833.aspx.
Intel Processor Diagnostic Tool
Determine what processor is in your computer and verify the processor operating frequency. The tool also
tests specic processor features and performs a stress test on the processor. For more information, see
http://www.intel.com/support/processors/sb/CS-031726.htm?iid=subhdr+tools_procdiagtool.
86 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.
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 storage device light Blinking white: The storage device is being accessed.
Amber: HP 3D DriveGuard has temporarily parked the storage device.
Rear AC adapter light White: The computer is connected to external power.
O: The computer is not connected to external power.
General troubleshooting steps 87
Interpreting system validation diagnostic front panel LEDs and audible codes
During the system validation phase that occurs at system startup, the BIOS validates the functionality of the
following subsystems and conditions:
●
AC adapter
●
System board power
●
Processor failure
●
BIOS corruption
●
Memory failure
●
Graphics failure
●
System board failure
●
BIOS authentication failure
If an error is detected, specic patterns of long and short blinks, accompanied by long and short beeps (where
applicable) are used to identify the error. These patterns will make up a two part code:
●
Major – the category of the error
●
Minor – the specic error within the category
NOTE: Single beep/blink codes are not used.
Number of long beeps/blinks Error category
1 Not used
2 BIOS
3 Hardware
4 Thermal
5 System board
Patterns of blink/beep codes are determined by using the following parameters:
●
1 second pause occurs after the last major blink.
●
2 second pause occurs after the last minor blink.
●
Beep error code sequences occur for the rst 5 iterations of the pattern and then stop.
●
Blink error code sequences continue until the computer is unplugged or the power button is pressed.
NOTE: Not all diagnostic lights and audible codes are available on all models.
The red LED blinks to represent the major error category (long blinks). The white LED blinks to represent the
minor error category (short blinks). For example, ‘2.3’ indicates 2 long red blinks and 3 short white blinks to
communicate the processor is not detected. CAP/NUM Blink = 2 indicates CAP/NUM will blink 2 cycles, each
cycle has one 2.3 sequence.
88 Chapter 7 Troubleshooting guide
Loading...