Maintenance and Service Guide
SUMMARY
This guide provides information about spare parts, removal and replacement of parts, security, backing up, and more.
© Copyright 2020 HP Development Company,
L.P.
AMD is a trademark of Advanced Micro Devices,
Inc. Bluetooth is a trademark owned by its
proprietor and used by HP Inc. under license.
Intel, Core, Thunderbolt, vPro, and Xeon are
trademarks of Intel Corporation or its
subsidiaries in the U.S. and/or other countries.
Microsoft and Windows are either registered
trademarks or trademarks of Microsoft
Corporation in the United States and/or other
countries. NVIDIA and Quadro are trademarks
and/or registered trademarks of NVIDIA
Corporation in the U.S. and other countries. USB
Type-C and USB-C are registered trademarks of
USB Implementers Forum. DisplayPort™ and the
DisplayPort™ logo are trademarks owned by the
Video Electronics Standards Association
(VESA©) in the United States and other
countries.
The information contained herein is subject to
change without notice. The only warranties for
HP products and services are set forth in the
express warranty statements accompanying
such products and services. Nothing herein
should be construed as constituting an
additional warranty. HP shall not be liable for
technical or editorial errors or omissions
contained herein.
Product notice
This guide describes features that are common
to most models. Some features may not be
available on your computer.
Not all features are available in all editions or
versions of Windows. Systems may require
upgraded and/or separately purchased
hardware, drivers, software or BIOS update to
take full advantage of Windows functionality.
Windows 10 is automatically updated, which is
always enabled. ISP fees may apply and
additional requirements may apply over time for
updates. Go to http://www.microsoft.com for
details.
To access the latest user guides, go to
http://www.hp.com/support, and follow the
instructions to nd your product. Then select
Manuals.
Software terms
By installing, copying, downloading, or otherwise
using any software product preinstalled on this
computer, you agree to be bound by the terms
of the HP End User License Agreement (EULA). If
you do not accept these license terms, your sole
remedy is to return the entire unused product
(hardware and software) within 14 days for a full
refund subject to the refund policy of your seller.
For any further information or to request a full
refund of the price of the computer, please
contact your seller.
First Edition: September 2020
Document Part Number: M18835-001
Safety warning notice
Reduce the possibility of heat-related injuries or of overheating the computer by following the practices
described.
WARNING! To reduce the possibility of heat-related injuries or of overheating the computer, do not place the
computer directly on your lap or obstruct the computer air vents. Use the computer only on a hard, at surface.
Do not allow another hard surface, such as an adjoining optional printer, or a soft surface, such as pillows or rugs
or clothing, to block airow. Also, do not allow the AC adapter to come into contact with the skin or a soft surface,
such as pillows or rugs or clothing, during operation. The computer and the AC adapter comply with the useraccessible surface temperature limits dened by applicable safety standards.
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iv Safety warning notice ENWW
Table of contents
1 Product description .................................................................................................................................................................................. 1
2 Components .............................................................................................................................................................................................. 7
Right ........................................................................................................................................................................................... 7
Left .............................................................................................................................................................................................. 8
Display ........................................................................................................................................................................................ 9
Touchpad components .......................................................................................................................................................... 10
Button, speakers, and ngerprint reader ........................................................................................................................... 11
Special keys ............................................................................................................................................................................. 13
3 Illustrated parts catalog ........................................................................................................................................................................ 17
Computer major components .............................................................................................................................................. 17
Display assembly subcomponents ..................................................................................................................................... 26
Mass storage devices ............................................................................................................................................................ 28
Cables ....................................................................................................................................................................................... 28
Miscellaneous parts ............................................................................................................................................................... 29
4 Removal and replacement procedures preliminary requirements ................................................................................................ 31
Tools required ......................................................................................................................................................................... 31
Service considerations .......................................................................................................................................................... 32
Plastic parts ........................................................................................................................................................ 32
Cables and connectors ..................................................................................................................................... 32
Drive handling .................................................................................................................................................... 32
Workstation guidelines ..................................................................................................................................... 32
Electrostatic discharge information .................................................................................................................................... 34
Generating static electricity ............................................................................................................................. 34
Preventing electrostatic damage to equipment ........................................................................................... 35
Personal grounding methods and equipment .............................................................................................. 35
Grounding the work area .................................................................................................................................. 35
Recommended materials and equipment ..................................................................................................... 36
Packaging and transporting guidelines .............................................................................................................................. 36
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5 Removal and replacement procedures for authorized service provider parts ............................................................................ 39
Component replacement procedures ................................................................................................................................. 40
Preparation for disassembly ........................................................................................................................... 40
Bottom cover ...................................................................................................................................................... 40
Battery ................................................................................................................................................................. 41
Memory module ................................................................................................................................................ 43
Solid-state drive ................................................................................................................................................ 44
Fans ..................................................................................................................................................................... 45
Display assembly ............................................................................................................................................... 46
Sensor board cable ........................................................................................................................................... 54
Sensor board ...................................................................................................................................................... 55
Fingerprint reader module cable .................................................................................................................... 56
Fingerprint reader module ............................................................................................................................... 57
RTC battery ......................................................................................................................................................... 58
Touchpad cable .................................................................................................................................................. 59
NFC module cable .............................................................................................................................................. 59
NFC module ........................................................................................................................................................ 60
Card reader board cable ................................................................................................................................... 61
Card reader board ............................................................................................................................................. 62
System board ..................................................................................................................................................... 64
Heat sink ............................................................................................................................................................. 68
Touchpad ............................................................................................................................................................ 70
Speakers ............................................................................................................................................................. 71
6 Troubleshooting guide .......................................................................................................................................................................... 73
Resources ................................................................................................................................................................................ 73
General troubleshooting steps ............................................................................................................................................ 75
Identify the issue ............................................................................................................................................... 76
1. Understand the issue ............................................................................................................... 77
Boot up sequence .................................................................................................... 77
Failure classication ................................................................................................. 78
2. Examine the environment ....................................................................................................... 80
3. Perform a visual inspection of hardware .............................................................................. 80
4. Update BIOS and drivers .......................................................................................................... 82
Manually updating BIOS and drivers ..................................................................... 82
Remotely deploying the BIOS and drivers ............................................................ 82
Analyze the issue ............................................................................................................................................... 83
5. Remove or uninstall recently added hardware, software ................................................. 83
6. HP Hardware Diagnostics and Tools ..................................................................................... 84
HP PC Hardware Diagnostics (UEFI) ...................................................................... 84
HP BIOS Conguration Utility (BCU) ....................................................................... 85
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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
Blinking light codes .................................................................................................. 87
POST error messages .............................................................................................. 88
Resolve the issue ............................................................................................................................................... 90
8. Hard reset .................................................................................................................................. 90
9. Soft reset (Default Settings) ................................................................................................... 91
10. Reseat cables and connections ........................................................................................... 91
11. Test with minimum conguration ....................................................................................... 93
Essential hardware conguration .......................................................................... 93
Safe mode ................................................................................................................. 94
12. Test with veried working conguration (hardware or operating system) .................. 94
13. Replace the system board .................................................................................................... 94
Verify solution .................................................................................................................................................... 95
Helpful Hints ........................................................................................................................................................................... 96
At startup ............................................................................................................................................................ 96
During operation ................................................................................................................................................ 96
Consulting with HP Service .............................................................................................................................. 97
Common issues and possible solutions ............................................................................................................................. 98
Power-on issues ................................................................................................................................................ 99
No power ........................................................................................................................................ 99
Intermittent power-on, shutdown, reboot ............................................................................. 101
AC adapter issue ......................................................................................................................... 102
Battery not recognized, not charging ..................................................................................... 103
Battery discharges too fast ....................................................................................................... 105
Burnt smell .................................................................................................................................. 105
POST .................................................................................................................................................................. 107
No video (with power) ................................................................................................................ 107
Blinking lights .............................................................................................................................. 108
Diagnostic error messages ....................................................................................................... 108
BIOS password ............................................................................................................................ 109
Performance (OS) ............................................................................................................................................ 110
Intermittent shutdown .............................................................................................................. 110
Blue screen .................................................................................................................................. 111
Freeze at Windows Logo (hang or lockup) ............................................................................. 111
Electromagnetic Interference (EMI) ......................................................................................... 112
No wake up .................................................................................................................................. 113
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Unresponsive .............................................................................................................................. 114
Slow performance ...................................................................................................................... 115
HP Smart Adapter warning message ...................................................................................... 115
Incorrect time and date ............................................................................................................. 116
Display .............................................................................................................................................................. 117
Display anomalies ...................................................................................................................... 118
Symptom ................................................................................................................. 118
Quick check ............................................................................................................. 119
HP PC Hardware Diagnostics (UEFI) for video test ........................................... 119
Display assembly diagram ................................................................................... 119
Dead pixel .................................................................................................................................... 120
No video (internal) ...................................................................................................................... 120
No video (external) ..................................................................................................................... 120
DisplayPort/VGA ......................................................................................................................... 121
HDMI ............................................................................................................................................. 121
No or bad external video via docking ...................................................................................... 122
Incorrect or missing color/distorted image ............................................................................ 122
Touch screen ............................................................................................................................... 123
I/O devices ........................................................................................................................................................ 125
Keyboard ...................................................................................................................................... 125
Keyboard pointing stick (select products only) ..................................................................... 126
Keyboard backlight .................................................................................................................... 126
Touchpad ..................................................................................................................................... 127
Network connectivity (RJ-45 jack) ........................................................................................... 127
Network connectivity wireless (WLAN) ................................................................................... 128
WWAN ........................................................................................................................................... 128
USB ............................................................................................................................................... 129
Smart card reader ...................................................................................................................... 130
Speaker, headphone - audio issues ........................................................................................ 131
Thunderbolt (TB) ......................................................................................................................... 132
Storage ............................................................................................................................................................. 134
Hard drive or solid-state drive not recognized ...................................................................... 134
No boot to operating system (no read-write error) .............................................................. 135
Read-write error ......................................................................................................................... 136
Slow performance ...................................................................................................................... 137
Blue screen (BSOD) error ........................................................................................................... 137
Noisy hard drive .......................................................................................................................... 137
Mechanical ........................................................................................................................................................ 139
Noise (sound) .............................................................................................................................. 139
Fan runs constantly .................................................................................................................... 139
Thermal shutdown (hot) ........................................................................................................... 141
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Additional information ........................................................................................................................................................ 143
Acronyms .......................................................................................................................................................... 143
Blinking lights and boot error codes ............................................................................................................ 144
Processor not executing code .................................................................................................. 144
BIOS recovery code unable to nd valid BIOS recovery image ............................................ 144
Memory module error ................................................................................................................ 144
Graphics Controller Error (No Controller) ................................................................................ 145
Failure System Board Error ....................................................................................................... 145
Intel Trusted Execution Technology (TXT) Error ................................................................... 145
Sure Start unable to nd valid BIOS Boot Block image ......................................................... 145
Sure Start has identied a problem (Manual Recovery Policy Set) .................................... 146
POST error messages and user actions ...................................................................................................... 146
Routine maintenance for performance improvement .............................................................................. 148
Common blue screen error messages ........................................................................................................ 149
Error message list ...................................................................................................................... 149
Bug check symbolic names ...................................................................................................... 149
Microsoft general troubleshooting of Windows bug check codes ...................................... 149
Use Windows Debugging Tool ...................................................................................................................... 151
Windows Software Development Kit (SDK) ............................................................................ 151
Display issue: pixel anomalies ...................................................................................................................... 154
Cable management ........................................................................................................................................ 155
Connector types .............................................................................................................................................. 157
Flex cable ..................................................................................................................................... 157
Horizontal cable insertion ......................................................................................................... 157
Multiple-pin horizontal connector (LVDS cable to display panel) ....................................... 158
Multiple-pin vertical connector (LVDS cable to system board) ........................................... 158
7 Using Setup Utility (BIOS) .................................................................................................................................................................... 159
Starting Setup Utility (BIOS) ............................................................................................................................................... 159
Updating Setup Utility (BIOS) ............................................................................................................................................. 160
Determining the BIOS version ....................................................................................................................... 160
Preparing for a BIOS update .......................................................................................................................... 161
Downloading a BIOS update ..................................................................................................... 161
Installing a BIOS update ............................................................................................................ 161
8 Backing up, restoring, and recovering .............................................................................................................................................. 163
Backing up information and creating recovery media ................................................................................................... 164
Using Windows tools for backing up ............................................................................................................ 164
Using the HP Cloud Recovery Download Tool to create recovery media (select products only) ........ 164
Restoring and recovering your system ............................................................................................................................ 165
Creating a system restore ............................................................................................................................. 165
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Restoring and recovery methods ................................................................................................................. 165
Recovering using HP Recovery media ......................................................................................................... 165
Changing the computer boot order ............................................................................................................. 166
Using HP Sure Recover (select products only) ........................................................................................... 166
9 Using HP PC Hardware Diagnostics ................................................................................................................................................... 167
Downloading the HP PC Hardware Diagnostics Windows from the Microsoft Store ................................................ 167
Customizing Remote HP PC Hardware Diagnostics UEFI settings ............................................................................... 167
10 Specications ..................................................................................................................................................................................... 169
Computer specications ..................................................................................................................................................... 169
39.6 cm (15.6 in) display specications ........................................................................................................................... 171
Hard drive specications ..................................................................................................................................................... 171
Solid-state drive specications ......................................................................................................................................... 172
Solid-state drive specications (SATA-3) ......................................................................................................................... 172
11 Statement of memory volatility ...................................................................................................................................................... 175
Current BIOS steps ............................................................................................................................................................... 175
Nonvolatile memory usage ................................................................................................................................................ 177
Questions and answers ...................................................................................................................................................... 178
12 Power cord set requirements .......................................................................................................................................................... 181
Requirements for all countries .......................................................................................................................................... 181
Requirements for specic countries and regions ........................................................................................................... 181
13 Recycling ............................................................................................................................................................................................. 185
Index ........................................................................................................................................................................................................... 187
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1 Product description
This table provides detailed product information.
Table 1-1 Product components and their descriptions
Category Description
Product Name HP ZBook Power G7 Mobile Workstation
Processor ● Intel® Xeon™ W-10855M 2.8 GHz (max turbo
● Intel Core™ i9-10885H 2.4 GHz (max turbo
Model number: tbd
CTO number: bd
frequency 5.1 GHz) processor (6 cores, 12 MB Intel
Smart Cache, 45 W)
frequency 5.3 GHz) processor (8 cores, 16 MB Intel
Smart Cache, 45 W)
● Intel Core i7-10850H 2.7 GHz (max turbo
frequency 5.1 GHz) processor (6 cores, 12 MB Intel
Smart Cache, 45 W)
● Intel Core i7-10750H 2.6 GHz (max turbo
frequency 5.0 GHz) processor (6 cores, 12 MB Intel
Smart Cache, 45 W)
● Intel Core i5-10400H 2.6 GHz (max turbo
frequency 4.6 GHz) processor (4 cores, 8 MB Intel
Smart Cache, 45 W)
● Intel Core i5-10300H 2.5 GHz (max turbo
frequency 4.5 GHz) processor (4 cores, 8 MB Intel
Smart Cache, 45 W)
Graphics controller ● NVIDIA® Quadro® T2000 N19P-Q3 graphics
controller with Max-Q design (only on computer
models equipped with an Intel Xeon, Intel Core i9,
or Intel Core i7 processor)
● NVIDIA Quadro T1000 N19P-Q1 graphics controller
with Max-Q design (only on computer models
equipped with an Intel Core i9 or Intel Core i7
processor)
● NVIDIA Quadro P620 N19M-Q3 graphics controller
(only on computer models equipped with an Intel
Core i7 or Intel Core i5 processor)
Display 39.6 cm (15.6 in), liquid crystal display (LCD), white light-
emitting diode (WLED), UWVA
ENWW 1
Table 1-1 Product components and their descriptions (continued)
Category Description
● Ultra high-denition (UHD) (3840 × 2160),
antiglare, sRGB 100, eDP 1.4 + PSR 2, low power,
bent non-touchscreen display panel with narrow
bezel; typical brightness: 400 nits
● Full high-denition (FHD) (1920 × 1080), antiglare,
sRGB 100, eDP 1.4 + PSR 2, low power, bent nontouchscreen display panel with narrow bezel,
equipped with an HD + infrared webcam; typical
brightness: 400 nits
● FHD (1920 × 1080), antiglare, sRGB 100, eDP 1.4 +
PSR 2, low power, bent non-touchscreen display
panel with narrow bezel, equipped with an HD
webcam; typical brightness: 400 nits
● FHD (1920 × 1080), antiglare, sRGB 100, eDP 1.4 +
PSR 2, low power, bent non-touchscreen display
panel with narrow bezel; typical brightness: 400
nits
● FHD (1920 × 1080), antiglare, 45%, eDP 1.2
without PSR, bent touchscreen display panel with
narrow bezel; typical brightness: 250 nits
● FHD (1920 × 1080), antiglare, 45% eDP, bent
touchscreen display panel with narrow bezel,
equipped with an HD webcam; typical brightness:
250 nits
● FHD (1920 × 1080), antiglare, 45%, eDP 1.2
without PSR, bent non-touchscreen display panel
with narrow bezel; typical brightness: 250 nits
● FHD (1920 × 1080), antiglare, 45%, eDP, bent non-
touchscreen display panel with narrow bezel;
typical brightness: 250 nits
● FHD (1920 × 1080), antiglare, 45%, eDP, bent non-
touchscreen display panel with narrow bezel,
equipped with an HD + infrared webcam; typical
brightness: 250 nits
● FHD (1920 × 1080), antiglare, 45%, eDP, bent non-
touchscreen display panel with narrow bezel,
equipped with an HD webcam; typical brightness:
250 nits
Memory Two nonaccessible memory module slots supporting up
to 64 GB of RAM
DDR4-3200 and DDR4-2600 dual-channel support
Supports the following congurations:
● 64 GB – available on all computer models
32 × 2 @ DDR4-3200 1.2 V SODIMM
● 48 GB – available on all computer models
32 × 1 + 16 × 1 @ DDR4-3200 1.2 V SODIMM
2 Chapter 1 Product description ENWW
Table 1-1 Product components and their descriptions (continued)
Category Description
● 32 GB
32 × 1 @ DDR4-3200 1.2 V SODIMM – available on
all computer models
16 × 2 @ DDR4-3200 1.2 V SODIMM – available on
all computer models
16 × 2 @ DDR4-2666 1.2 V SODIMM ECC –
available only on computer models equipped with
an Intel Xeon processor
● 24 GB
16 × 1 + 8 × 1 @ DDR4-3200 1.2 V SODIMM –
available on all computer models
16 × 1 + 8 × 1 @ DDR4-2666 1.2 V SODIMM ECC –
available on all computer models
● 16 GB
16 × 1 @ DDR4-3200 1.2 V SODIMM – available on
all computer models
16 × 1 @ DDR4-2666 1.2 V SODIMM ECC –
available only on computer models equipped with
an Intel Xeon processor
8 × 2 @ DDR4-3200 1.2 V SODIMM – available on
all computer models
8 × 2 @ DDR4-2666 1.2 V SODIMM ECC – available
only on computer models equipped with an Intel
Xeon processor
● 8 GB
8 × 1 @ DDR4-3200 1.2 V SODIMM – available on
all computer models
8 × 1 @ DDR4-2666 1.2 V SODIMM ECC – available
only on computer models equipped with an Intel
Xeon processor
Primary storage M.2 solid-state drive:
● 512 GB, M.2 2280, Peripheral Component
Interconnect Express (PCIe)-3×4, Non-Volatile
Memory Express (NVMe), Secure Seal (SS) solidstate drive with three-layer cell (TLC)
● 512 GB, M.2 2280, PCIe, NVMe, self-encrypted
(SED) solid-state drive with TLC OPAL2
● 256 GB, M.2 2280, Peripheral Component
Interconnect Express (PCIe)-3×4, Non-Volatile
Memory Express (NVMe), Secure Seal (SS) solidstate drive with three-layer cell (TLC)
● 256 GB, M.2 2280, PCIe, NVMe, self-encrypted
(SED) solid-state drive with TLC OPAL2
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Table 1-1 Product components and their descriptions (continued)
Category Description
Solid-state drive:
● 2 TB, 2280, PCIe-3×4, NVMe, SS solid-state drive
with TLC
● 1 TB, 2280, PCIe-3×4, NVMe, SS solid-state drive
with TLC
● 512 GB, 2280, PCIe-3×4, NVMe, SED solid-state
drive with TLC OPAL2
Audio and video Integrated HD Camera: (on select models)
Infrared (on select models)
Dual-array, world-facing, digital microphone
Wireless Wireless Local Area Network (WLAN):
Intel Wi-Fi 6 AX201 ax 2×2 + Bluetooth® 5.0 MU-MIMO
M.2 1216 vPro® 160 MHz MIPI + BRI WW with 2 antennas
Near eld communication (NFC) NFC Mirage WNC XRAV-1
Keyboard/pointing devices Standard notebook keyboard with clickpad, numeric
keypad, and backlight, spill-resistant
Power requirements Battery: 6 cell, 83 WHr long life, PL Fast Charge
HP Smart AC adapters:
150 watt AC adapter HP Smart (PFC, 4.5 mm, slim
barrel)
120 watt AC Adapter HP Smart (PFC, 4.5 mm, slim
barrel)
Power cord:
C5, 1.0 m (3.3 ft), conventional with sticker
C5, 1.0 m (3.3 ft), premium with sticker
Security Integrated ngerprint reader and SmartCard reader
4 Chapter 1 Product description ENWW
Table 1-1 Product components and their descriptions (continued)
Category Description
Operating system ● Windows® 10 Enterprise 64
● Windows 10 Enterprise 64 LTSC 1809 (RS5)
● Windows 10 Home 64
● Windows 10 Home 64 Advanced
● Windows 10 Home 64 Advanced Single Language
● Windows 10 Home 64 High-End Chinese Market
CPPP
●
Windows 10 Home 64 Plus Single Language
● Windows 10 Home 64 Plus Single Language Africa
Market PPP
● Windows 10 Home 64 Plus Single Language APAC
EM PPP
● Windows 10 Home 64 Plus Single Language India
Market PPP
● Windows 10 Home 64 Plus Single Language
Indonesia Market PPP
● Windows 10 Professional 64 CBB 1903
● Windows 10 Professional 64
● Windows 10 Professional 64 CBB 1909
● Windows 10 Professional 64 Chinese Market
● Windows 10 Professional 64 for Workstations Plus
● Windows 10 Professional 64 for Workstations Plus
Chinese Market
● Windows 10 Professional 64 High End
● Windows 10 Professional 64 High End Chinese
Market
● FreeDOS®
Serviceability End user replaceable part: AC adapter
ENWW 5
6 Chapter 1 Product description ENWW
2 Components
Your computer features top-rated components. This chapter provides details about your components, where
they are located, and how they work.
Right
Use the illustration and table to identify the components on the right side of the computer.
Table 2-1 Right-side components and their descriptions
Component Description
(1) Audio-out (headphone)/Audio-in (microphone)
combo jack
(2) USB SuperSpeed port Connects a USB device, provides high-speed data transfer, and
(3) USB SuperSpeed port with HP Sleep and Charge Connects a USB device, provides high-speed data transfer, and
Connects optional powered stereo speakers, headphones,
earbuds, a headset, or a television audio cable. Also connects an
optional headset microphone. This jack does not support optional
standalone microphones.
WARNING! To reduce the risk of personal injury, adjust the
volume before putting on headphones, earbuds, or a headset. For
additional safety information, see the Regulatory, Safety, and
Environmental Notices.
To access this guide:
▲ Type HP Documentation in the taskbar search box, and
then select HP Documentation.
NOTE: When a device is connected to the jack, the computer
speakers are disabled.
(for select products) charges small devices when the computer is
on or in Sleep mode.
charges small devices, even when the computer is o.
ENWW Right 7
Table 2-1 Right-side components and their descriptions (continued)
Component Description
(4)
(5) Power connector Connects an AC adapter.
(6) Battery light When AC power is connected:
USB Type-C® Thunderbolt™ port with HP Sleep
and Charge
Connects a USB device, provides high-speed data transfer, and
charges small devices, even when the computer is o.
– and –
Connects a display device that has a USB Type-C connector,
providing DisplayPort™ output.
NOTE: Your computer might also support a Thunderbolt docking
station.
NOTE: Cables, adapters, or both (purchased separately) might
be required.
● White: The battery charge is greater than 90%.
● Amber: The battery charge is from 0 to 90%.
● 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.
Left
● O: The battery is not charging.
Use the illustration and table to identify the components on the left side of the computer.
Table
2-2 Left-side components and their descriptions
Component Description
(1) Security cable slot Attaches an optional security cable to the computer.
NOTE: The security cable is designed to act as a deterrent, but it
might not prevent the computer from being mishandled or stolen.
8 Chapter 2 Components ENWW
Display
Table 2-2 Left-side components and their descriptions (continued)
Component Description
(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 SuperSpeed powered port Connects and supplies power to a USB device, provides high-
speed data transfer, and (for select products) charges small
devices when the computer is on or in Sleep mode.
(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) Smart card reader Supports optional smart cards.
Use the illustration and table to identify the display components.
Table
2-3 Display components and their descriptions
Component Description
(1) WLAN antennas* Send and receive wireless signals to communicate with wireless local
area networks (WLANs).
ENWW Display 9
Table 2-3 Display components and their descriptions (continued)
Component Description
(2) Internal microphones Record sound.
(3) Camera light On: The camera is in use.
(4) Camera(s) Allow(s) you to video chat, record video, and record still images. Some
cameras also allow a facial recognition logon to Windows, instead of a
password logon.
NOTE: Camera functions vary depending on the camera hardware
and software installed on your product.
(5) Camera privacy cover (select products only) By default, the camera lens is uncovered, but you can slide the camera
privacy cover to block the camera's view. To use the camera, slide the
camera privacy cover in the opposite direction to reveal the lens.
NOTE: If you have both front-facing and rear-facing cameras, when
one camera lens is revealed and ready to use, the other is concealed.
(6) WWAN antennas* Send and receive wireless signals to communicate with wireless wide
area networks (WWANs).
*The antennas are not visible from the outside of the computer. For optimal transmission, keep the areas immediately around the
antennas free from obstructions.
For wireless regulatory notices, see the section of the Regulatory, Safety, and Environmental Notices that applies to your country or region.
To access this guide:
▲ Type HP Documentation in the taskbar search box, and then select HP Documentation.
Touchpad components
Use the illustration and table to identify the touchpad components.
10 Chapter 2 Components ENWW
Table 2-4 Touchpad components and their descriptions
Component Description
(1) Touchpad zone Reads your nger gestures to move the pointer or activate items
(2) Left touchpad button Functions like the left button on an external mouse.
(3) Right touchpad button Functions like the right button on an external mouse.
Button, speakers, and ngerprint reader
Fingerprint readers can be located on the touchpad, on a side panel of the computer, or on the top cover below
the keyboard.
IMPORTANT: To verify that your computer supports ngerprint reader sign-in, type Sign-in options in
the taskbar search box and follow the on-screen instructions. If Fingerprint reader is not listed as an option, then
your notebook does not include a ngerprint reader.
on the screen.
ENWW Button, speakers, and ngerprint reader 11
Table 2-5 Button, speakers, and ngerprint reader and their descriptions
Component Description
(1) Speakers Produce sound.
12 Chapter 2 Components ENWW
Table 2-5 Button, speakers, and ngerprint reader and their descriptions (continued)
Component Description
(2) Power button ● When the computer is o, press the button briey to turn on
(3) Fingerprint reader (select products only) Allows a ngerprint logon to Windows, instead of a password
the computer.
● When the computer is on, press the button briey to initiate
Sleep.
● When the computer is in the Sleep state, press the button
briey to exit Sleep (select products only).
● When the computer is in Hibernation, press the button briey
to exit Hibernation.
IMPORTANT: Pressing and holding down the power button results
in the loss of unsaved information.
If the computer has stopped responding and shutdown procedures
are ineective, press and hold the power button for at least 4
seconds to turn o the computer.
To learn more about your power settings, see your power options.
▲ Right-click the Power meter icon and then select
Power Options.
logon.
▲ Swipe down across the ngerprint reader.
Special keys
Use the illustration and table to identify the special keys.
IMPORTANT: To prevent ngerprint logon issues, make sure
when you register your ngerprint that all sides of your nger
are registered by the ngerprint reader.
ENWW Special keys 13
Table 2-6 Special keys and their descriptions
Component Description
(1) esc key Displays system information when pressed in combination with
(2) fn key Executes frequently used system functions when pressed in
(3) Windows key Opens the Start menu.
(4) Action keys Execute frequently used system functions.
(5) Programmable key Executes frequently used tasks. Some tasks might not be
(6) Power button ● When the computer is o, press the button briey to turn on
the fn key.
combination with another key. Such key combinations are called
hot keys.
NOTE: Pressing the Windows key again will close the Start
menu.
available on all products.
● Opens an application, le, or website
● Enters frequently used text into a permanent clipboard
● Ability to change system proles
● Ability to change system properties
● Executes user-dened key sequences
the computer.
● When the computer is on, press the button briey to initiate
Sleep.
● When the computer is in the Sleep state, press the button
briey to exit Sleep (select products only).
● When the computer is in Hibernation, press the button
briey to exit Hibernation.
IMPORTANT: Pressing and holding down the power button
results in the loss of unsaved information.
If the computer has stopped responding and shutdown
procedures are ineective, press and hold the power button for at
least 4 seconds to turn o the computer.
To learn more about your power settings, see your power options.
▲ Right-click the Power meter icon and then select
Power Options.
14 Chapter 2 Components ENWW
Table 2-6 Special keys and their descriptions (continued)
Component Description
(7) num lk key Turns the embedded numeric keypad on and o when pressed in
(8) Integrated numeric keypad A separate keypad to the right of the alphabet keyboard. When
combination with the fn key.
– or –
Turns the embedded numeric keypad on and o.
– or –
Alternates between the navigational and numeric functions on the
integrated numeric keypad.
num lk is pressed, the integrated keypad can be used like an
external numeric keypad.
NOTE: If the keypad function is active when the computer is
turned o, that function is reinstated when the computer is turned
back on.
ENWW Special keys 15
16 Chapter 2 Components ENWW
3 Illustrated parts catalog
Use this table to determine the spare parts that are available for the computer.
Computer major components
To identify the computer major components, use this illustration and table.
NOTE: HP continually improves and changes product parts. For complete and current information about
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.
ENWW Computer major components 17
Table 3-1 Computer major component descriptions and part numbers
Item Component Spare part number
(1) 39.6 cm (15.6 in) display assembly: The display assembly is available as spare parts at the subcomponent level only. For more
display assembly spare part information, see Display assembly subcomponents on page 26.
(2) Keyboard with backlight and clickpad for use only on computer models equipped with a graphics susbystem with discrete
memory (includes backlight cable, clickpad cable, and keyboard cable):
For use in Belgium M26112-A41
For use in Bulgaria M26112-261
For use in Brazil M26112-201
For use in Canada M26112-DB1
18 Chapter 3 Illustrated parts catalog ENWW
Table 3-1 Computer major component descriptions and part numbers (continued)
Item Component Spare part number
For use in the Czech Republic and Slovakia M26112-FL1
For use in Denmark M26112-081
For use in France M26112-051
For use in Germany M26112-041
For use in Greece M26112-151
For use in Hungary M26112-211
For use in Iceland M26112-DD1
For use in India M26112-D61
For use in Israel M26112-BB1
For use in Italy M26112-061
For use in Japan M26112-291
For use in Latin America M26112-291
For use in the Netherlands M26112-B31
For use in Northwest Africa M26112-FP1
For use in Portugal M26112-131
For use in Romania M26112-271
For use in Russia M26112-251
For use in Saudi Arabia M26112-171
For use in Slovenia M26112-BA1
For use in South Korea M26112-AD1
For use in Spain M26112-071
For use in Sweden and Finland M26112-B71
For use in Switzerland M26112-BG1
For use in Taiwan M26112-AB1
For use in Thailand M26112-281
For use in Turkey M26112-141
For use in Turkey-F M26112-541
For use in the United Kingdom M26112-031
For use in the United States M26112-001
Keyboard with clickpad for use only on computer models equipped with a graphics susbystem with discrete memory (includes
clickpad cable and keyboard cable):
For use in Belgium M26113-A41
For use in Bulgaria M26113-261
For use in Brazil M26113-201
ENWW Computer major components 19
Table 3-1 Computer major component descriptions and part numbers (continued)
Item Component Spare part number
For use in Canada M26113-DB1
For use in the Czech Republic and Slovakia M26113-FL1
For use in Denmark M26113-081
For use in France M26113-051
For use in Germany M26113-041
For use in Greece M26113-151
For use in Hungary M26113-211
For use in Iceland M26113-DD1
For use in India M26113-D61
For use in Israel M26113-BB1
For use in Italy M26113-061
For use in Japan M26113-291
For use in Latin America M26113-291
For use in the Netherlands M26113-B31
For use in Northwest Africa M26113-FP1
For use in Portugal M26113-131
For use in Romania M26113-271
For use in Russia M26113-251
For use in Saudi Arabia M26113-171
For use in Slovenia M26113-BA1
For use in South Korea M26113-AD1
For use in Spain M26113-071
For use in Sweden and Finland M26113-B71
For use in Switzerland M26113-BG1
For use in Taiwan M26113-AB1
For use in Thailand M26113-281
For use in Turkey M26113-141
For use in Turkey-F M26113-541
For use in the United Kingdom M26113-031
For use in the United States M26113-001
Keyboard with backlight and clickpad for use only on computer models equipped with a graphics susbystem with UMA
memory (includes backlight cable, clickpad cable, and keyboard cable):
For use in Belgium M26110-A41
For use in Bulgaria M26110-261
20 Chapter 3 Illustrated parts catalog ENWW
Table 3-1 Computer major component descriptions and part numbers (continued)
Item Component Spare part number
For use in Brazil M26110-201
For use in Canada M26110-DB1
For use in the Czech Republic and Slovakia M26110-FL1
For use in Denmark M26110-081
For use in France M26110-051
For use in Germany M26110-041
For use in Greece M26110-151
For use in Hungary M26110-211
For use in Iceland M26110-DD1
For use in India M26110-D61
For use in Israel M26110-BB1
For use in Italy M26110-061
For use in Japan M26110-291
For use in Latin America M26110-291
For use in the Netherlands M26110-B31
For use in Northwest Africa M26110-FP1
For use in Portugal M26110-131
For use in Romania M26110-271
For use in Russia M26110-251
For use in Saudi Arabia M26110-171
For use in Slovenia M26110-BA1
For use in South Korea M26110-AD1
For use in Spain M26110-071
For use in Sweden and Finland M26110-B71
For use in Switzerland M26110-BG1
For use in Taiwan M26110-AB1
For use in Thailand M26110-281
For use in Turkey M26110-141
For use in Turkey-F M26110-541
For use in the United Kingdom M26110-031
For use in the United States M26110-001
Keyboard with clickpad for use only on computer models equipped with a graphics susbystem with discrete memory (includes
clickpad cable and keyboard cable):
For use in Belgium M26111-A41
ENWW Computer major components 21
Table 3-1 Computer major component descriptions and part numbers (continued)
Item Component Spare part number
For use in Bulgaria M26111-261
For use in Brazil M26111-201
For use in Canada M26111-DB1
For use in the Czech Republic and Slovakia M26111-FL1
For use in Denmark M26111-081
For use in France M26111-051
For use in Germany M26111-041
For use in Greece M26111-151
For use in Hungary M26111-211
For use in Iceland M26111-DD1
For use in India M26111-D61
For use in Israel M26111-BB1
For use in Italy M26111-061
For use in Japan M26111-291
For use in Latin America M26111-291
For use in the Netherlands M26111-B31
For use in Northwest Africa M26111-FP1
For use in Portugal M26111-131
For use in Romania M26111-271
For use in Russia M26111-251
For use in Saudi Arabia M26111-171
For use in Slovenia M26111-BA1
For use in South Korea M26111-AD1
For use in Spain M26111-071
For use in Sweden and Finland M26111-B71
For use in Switzerland M26111-BG1
For use in Taiwan M26111-AB1
For use in Thailand M26111-281
For use in Turkey M26111-141
For use in Turkey-F M26111-541
For use in the United Kingdom M26111-031
For use in the United States M26111-001
22 Chapter 3 Illustrated parts catalog ENWW
Table 3-1 Computer major component descriptions and part numbers (continued)
Item Component Spare part number
(3a) Touchpad:
NOTE: The touchpad spare part kit does not include the touchpad cable. The touchpad cable is available using spare part
number M21856-001.
For use only on computer models equipped with NFC capability M21853-001
For use only on computer models not equipped with NFC capability M21854-001
(3b) Touchpad cable (included in the Cable Kit, spare part number M21856-001)
(4a) NFC module (includes double-sided adhesive)
NOTE: The NFC module spare part kit does not include the NFC module antenna, NFC module
cable, or NFC module tape. Use the following spare part kits for these components:
● M21859-001—NFC module antenna
● M21856-001—NFC module cable
● M31370-001—NFC module tape
(4b) NFC module cable (included in the Cable Kit, spare part number M21856-001)
(5a) Card reader board bracket (included in the Bracket Kit, spare part number M21855-001)
(5b) Card reader board
NOTE: The card reader board spare part kit does not include the card reader board cable. The card
reader board cable is included in the Cable Kit, spare part number M21856-001.
(5c) Card reader board cable (included in the Cable Kit, spare part number M21856-001)
(6a) Sensor board
NOTE: The sensor board spare part kit does not include the sensor board cable. The sensor board
cable is included in the Cable Kit, spare part number M21856-001.
(6b) Sensor board cable (included in the Cable Kit, spare part number M21856-001)
(7) Solid-state drive:
2 TB, M.2 2280, PCIe-NVMe-3×4, SS solid-state drive with TLC L85358-002
M21398-001
M21844-001
1 TB, M.2 2280, PCIe-NVMe-3×4, SS solid-state drive with TLC L85348-002
512 GB, M.2 2280, PCIe-NVMe, SED solid-state drive with TLC L85368-002
512 GB, M.2 2280, PCIe-3×4, solid-state drive with TLC L85360-002
256 GB, M.2 2280, PCIe, NVMe, SED solid-state drive with TLC M07245-002
256 GB, M.2 2280, PCIe-3×4, SS solid-state drive with TLC L85350-002
(8a) Fingerprint reader module
NOTE: The ngerprint reader module spare part kit does not include the ngerprint reader module
cable. The ngerprint reader module cable is included in the Cable Kit, spare part number
M21856-001.
(8b) Fingerprint reader module bracket (included in the Bracket Kit, spare part number M21855-001)
(8c) Fingerprint reader module cable (included in the Cable Kit, spare part number M21856-001)
Fans (2, each include cable):
M21402-001
ENWW Computer major components 23
Table 3-1 Computer major component descriptions and part numbers (continued)
Item Component Spare part number
(9a) Left fan M21848-601
(9b) Right fan M21849-001
(10) Heat sink (includes replacement thermal material):
For use only on computer models with a graphics subsystem with discrete memory M21846-601
For use only on computer models with a graphics subsystem with UMA memory M21845-001
(11a) I/O bracket (included in the Bracket Kit, spare part number M21855-001)
(11b) Battery support bracket (included in the Bracket Kit, spare part number M21855-001)
(12) RJ-45 (network) jack cover (not available as a spare part component)
(13) Speakers (includes left and right speakers, cables, and four rubber isolators) M21850-001
(14) System board (includes the processor and replacement thermal material):
Equipped with an Intel Xeon W-10855M processor, an NVIDIA Quadro T2000 N19P-Q3 graphic
controller with 4 GB of discrete memory, and the Windows 10 operating system
Equipped with an Intel Xeon W-10855M processor, an NVIDIA Quadro T2000 N19P-Q3 graphic
controller with 4 GB of discrete memory, and a non-Windows operating system
Equipped with an Intel Core i9-10885H processor, an NVIDIA Quadro T2000 N19P-Q3 graphic
controller with 4 GB of discrete memory, and the Windows 10 operating system
Equipped with an Intel Core i9-10885H processor, an NVIDIA Quadro T2000 N19P-Q3 graphic
controller with 4 GB of discrete memory, and a non-Windows operating system
Equipped with an Intel Core i9-10885H processor, an NVIDIA Quadro T1000 N19P-Q1 graphic
controller with 4 GB of discrete memory, and the Windows 10 operating system
Equipped with an Intel Core i9-10885H processor, an NVIDIA Quadro T1000 N19P-Q1 graphic
controller with 4 GB of discrete memory, and a non-Windows operating system
Equipped with an Intel Core i7-10850H processor, an NVIDIA Quadro T2000 N19P-Q3 graphic
controller with 4 GB of discrete memory, and the Windows 10 operating system
Equipped with an Intel Core i7-10850H processor, an NVIDIA Quadro T2000 N19P-Q3 graphic
controller with 4 GB of discrete memory, and a non-Windows operating system
Equipped with an Intel Core i7-10850H processor, an NVIDIA Quadro T2000 N19P-Q3 graphic
controller with 4 GB of discrete memory, and the Windows 10 operating system, but not equipped
with WLAN or Bluetooth capability
Equipped with an Intel Core i7-10850H processor, an NVIDIA Quadro T2000 N19P-Q3 graphic
controller with 4 GB of discrete memory, and a non-Windows operating system, but not equipped
with WLAN or Bluetooth capability
M21835-601
M21835-001
M21833-001
M21833-001
M21827-601
M21827-001
M21831-601
M21831-001
M21841-601
M21841-001
Equipped with an Intel Core i7-10850H processor, an NVIDIA Quadro T1000 N19P-Q1 graphic
controller with 4 GB of discrete memory, and the Windows 10 operating system
Equipped with an Intel Core i7-10850H processor, an NVIDIA Quadro T1000 N19P-Q1 graphic
controller with 4 GB of discrete memory, and a non-Windows operating system
Equipped with an Intel Core i7-10850H processor, an NVIDIA Quadro T1000 N19P-Q1 graphic
controller with 4 GB of discrete memory, and the Windows 10 operating system, but not equipped
with WLAN or Bluetooth capability
Equipped with an Intel Core i7-10850H processor, an NVIDIA Quadro T1000 N19P-Q1 graphic
controller with 4 GB of discrete memory, and a non-Windows operating system, but not equipped
with WLAN or Bluetooth capability
M21825-601
M21825-001
M21839-601
M21839-001
24 Chapter 3 Illustrated parts catalog ENWW
Table 3-1 Computer major component descriptions and part numbers (continued)
Item Component Spare part number
Equipped with an Intel Core i7-10850H processor, an NVIDIA Quadro P620 N19M-Q3 graphic
controller with 4 GB of discrete memory, and the Windows 10 operating system
Equipped with an Intel Core i7-10850H processor, an NVIDIA Quadro P620 N19M-Q3 graphic
controller with 4 GB of discrete memory, and a non-Windows operating system
Equipped with an Intel Core i7-10850H processor, a graphics subsystem with UMA memory, and the
Windows 10 operating system
Equipped with an Intel Core i7-10850H processor, a graphics subsystem with UMA memory, and a
non-Windows operating system
Equipped with an Intel Core i7-10850H processor, a graphics subsystem with UMA memory, and the
Windows 10 operating system, but not equipped with WLAN or Bluetooth capability
Equipped with an Intel Core i7-10850H processor, a graphics subsystem with UMA memory, and a
non-Windows operating system, but not equipped with WLAN or Bluetooth capability
Equipped with an Intel Core i7-10750H processor, an NVIDIA Quadro T2000 N19P-Q3 graphic
controller with 4 GB of discrete memory, and the Windows 10 operating system
Equipped with an Intel Core i7-10750H processor, an NVIDIA Quadro T2000 N19P-Q3 graphic
controller with 4 GB of discrete memory, and a non-Windows operating system
Equipped with an Intel Core i7-10750H processor, an NVIDIA Quadro T1000 N19P-Q1 graphic
controller with 4 GB of discrete memory, and the Windows 10 operating system
Equipped with an Intel Core i7-10750H processor, an NVIDIA Quadro T1000 N19P-Q1 graphic
controller with 4 GB of discrete memory, and a non-Windows operating system
Equipped with an Intel Core i7-10750H processor, an NVIDIA Quadro T1000 N19P-Q1 graphic
controller with 4 GB of discrete memory, and the Windows 10 operating system, but not equipped
with WLAN or Bluetooth capability
M21821-601
M21821-001
M21813-601
M21813-001
M21811-601
M21811-001
M21829-601
M21829-001
M21823-601
M21823-001
M21837-601
Equipped with an Intel Core i7-10750H processor, an NVIDIA Quadro T1000 N19P-Q1 graphic
controller with 4 GB of discrete memory, and a non-Windows operating system, but not equipped
with WLAN or Bluetooth capability
Equipped with an Intel Core i7-10750H processor, an NVIDIA Quadro P620 N19M-Q3 graphic
controller with 4 GB of discrete memory, and the Windows 10 operating system
Equipped with an Intel Core i7-10750H processor, an NVIDIA Quadro P620 N19M-Q3 graphic
controller with 4 GB of discrete memory, and a non-Windows operating system
Equipped with an Intel Core i7-10750H processor, a graphics subsystem with UMA memory, and the
Windows 10 operating system
Equipped with an Intel Core i7-10750H processor, a graphics subsystem with UMA memory, and a
non-Windows operating system
Equipped with an Intel Core i5-10400H processor, an NVIDIA Quadro P620 N19M-Q3 graphic
controller with 4 GB of discrete memory, and the Windows 10 operating system
Equipped with an Intel Core i5-10400H processor, an NVIDIA Quadro P620 N19M-Q3 graphic
controller with 4 GB of discrete memory, and a non-Windows operating system
Equipped with an Intel Core i5-10400H processor, a graphics subsystem with UMA memory, and the
Windows 10 operating system
Equipped with an Intel Core i5-10400H processor, a graphics subsystem with UMA memory, and a
non-Windows operating system
Equipped with an Intel Core i5-10400H processor, a graphics subsystem with UMA memory, and the
Windows 10 operating system, but not equipped with WLAN or Bluetooth capability
M21837-001
M21819-601
M21819-001
M21809-601
M21809-001
M21817-601
M21817-001
M21807-601
M21807-001
M21805-601
ENWW Computer major components 25
Table 3-1 Computer major component descriptions and part numbers (continued)
Item Component Spare part number
Equipped with an Intel Core i5-10400H processor, a graphics subsystem with UMA memory, and a
non-Windows operating system, but not equipped with WLAN or Bluetooth capability
Equipped with an Intel Core i5-10300H processor, an NVIDIA Quadro P620 N19M-Q3 graphic
controller with 4 GB of discrete memory, and the Windows 10 operating system
Equipped with an Intel Core i5-10300H processor, an NVIDIA Quadro P620 N19M-Q3 graphic
controller with 4 GB of discrete memory, and a non-Windows operating system
Equipped with an Intel Core i5-10300H processor, a graphics subsystem with UMA memory, and the
Windows 10 operating system
Equipped with an Intel Core i5-10300H processor, a graphics subsystem with UMA memory, and a
non-Windows operating system
(15) Memory modules (2):
32 GB DDR4-3200 1.2 V M09713-002
16 GB DDR4-3200 1.2 V L67710-002
16 GB DDR4-2666 1.2 V ECC L24981-002
8 GB DDR4-3200 1.2 V L46598-002
8 GB DDR4-2666 1.2 V ECC L24983-002
(16) Battery (6 cell, 83 WHr, includes cable) M02029-005
(17) Bottom cover:
M21805-001
M21815-601
M21815-001
M21803-601
M21803-001
For use only on computer models with a graphics subsystem with discrete memory M21852-601
For use only on computer models with a graphics subsystem with UMA memory M21851-001
Display assembly subcomponents
To identify the display assembly subcomponents, use this illustration and table.
26 Chapter 3 Illustrated parts catalog ENWW
Table 3-2 Display component descriptions and part numbers
Item Component Spare part number
(1) Display bezel:
For use only on computer models equipped with an HD webcam and infrared sensor M21864-001
For use only on computer models equipped with an HD webcam M21863-001
For use only on computer models not equipped with a webcam M21865-001
(2) Webcam/microphone module (includes double-sided adhesive):
For use only on computer models equipped with an HD webcam and infrared sensor M21872-001
For use only on computer models equipped with an HD webcam M21873-001
(3) Display panel:
39.6 cm (15.6 in), UHD, antiglare, UWVA, ePSR2, 400 nit, non-touchscreen display panel M21871-001
ENWW Display assembly subcomponents 27
Table 3-2 Display component descriptions and part numbers (continued)
Item Component Spare part number
39.6 cm (15.6 in), FHD, antiglare, UWVA, ePSR2, 400 nit, non-touchscreen display panel M21869-001
39.6 cm (15.6 in), FHD, antiglare, UWVA, EDP, 250 nit, touchscreen display panel M21870-001
39.6 cm (15.6 in), FHD, antiglare, UWVA, EDP, 250 nit, non-touchscreen display panel M21868-001
(4) Display hinges (2, includes left and right hinges) M21867-001
(5) Display hinge covers (2, includes left and right hinge covers; included in the Display Support Kit, spare part number
M27375-001)
(6) Wireless Antenna Kit (includes antenna cables and transceivers) M21862-001
(7) Display panel cable (includes webcam/microphone module cable) M21866-001
(8) Display back cover:
For use only on computer models equipped with a 400 nit display assembly M21861-001
For use only on computer models equipped with a 250 nit display assembly M21860-001
Mass storage devices
To identify the mass storage devices, use this illustration and table.
Cables
Table
3-3 Solid-state drive descriptions and part numbers
Item Component Spare part number
Solid-state drive:
2 TB, M.2 2280, PCIe-NVMe-3×4, SS solid-state drive with TLC L85358-002
1 TB, M.2 2280, PCIe-NVMe-3×4, SS solid-state drive with TLC L85348-002
512 GB, M.2 2280, PCIe-NVMe, SED solid-state drive with TLC L85368-002
512 GB, M.2 2280, PCIe-3×4, solid-state drive with TLC L85360-002
256 GB, M.2 2280, PCIe, NVMe, SED solid-state drive with TLC M07245-002
256 GB, M.2 2280, PCIe-3×4, SS solid-state drive with TLC L85350-002
1 TB, M.2 2280, PCIe + 32 GB, 3D Xpoint solid-state drive L85374-005
512 GB, M.2 2280, PCIe + 32 GB, 3D Xpoint solid-state drive L85366-005
Solid-state drive shield (not available as a spare part)
To identify the cables, use this illustration and table.
28 Chapter 3 Illustrated parts catalog ENWW
Table 3-4 Cable descriptions and part numbers
Item Component Spare part number
The cables in the following list are included in the Cable Kit, spare part number M21856-001.
(1) Card reader board cable
(2) Fingerprint reader module cable
(3) NFC module cable
(4) Sensor board cable
(5) Touchpad cable
Miscellaneous parts
To identify the miscellaneous parts, use this table.
Table
3-5 Miscellaneous part descriptions and part numbers
Component Spare part number
AC adapter:
150 W HP Smart Adapter (PFC, 4.5 mm, slim barrel) 917649-850
120 W HP Smart Adapter (PFC, RC, 4.5 mm, slim barrel) L41856-001
Bracket Kit: (includes battery support bracket, card reader bracket, ngerprint reader module bracket, I/O
bracket, and touchpad bracket)
Power cord (C5, 1.0 m [3.3 ft], conventional with sticker):
For use in Argentina L31379-001
For use in Australia L31380-001
For use in Brazil L31381-001
For use in Denmark L31382-001
For use in Europe L31383-001
For use in India L31385-001
For use in Israel L31384-001
For use in Italy L31386-001
For use in Japan L31387-001
For use in North America L31389-001
M21855-001
ENWW Miscellaneous parts 29
Table 3-5 Miscellaneous part descriptions and part numbers (continued)
Component Spare part number
For use in the People's Republic of China L31390-001
For use in South Africa L31391-001
For use in South Korea L31388-001
For use in Switzerland L31392-001
For use in Taiwan L31394-001
For use in Thailand L31393-001
For use in the United Kingdom L31395-001
Power cord (C5, 1.0 m [3.3 ft], premium with sticker):
For use in Argentina 920689-003
For use in Australia L30679-001
For use in Brazil L30770-001
For use in Denmark L30771-001
For use in Europe L30772-001
For use in India 920689-016
For use in Israel L30773-001
For use in Italy L30774-001
For use in Japan L30775-001
For use in North America 920689-001
For use in the People's Republic of China 920689-014
For use in South Africa L30777-001
For use in South Korea L30776-001
For use in Switzerland L30778-001
For use in Taiwan L30780-001
For use in Thailand L30779-001
For use in the United Kingdom L30781-001
Screw Kit M21874-001
30 Chapter 3 Illustrated parts catalog ENWW
4 Removal and replacement procedures
preliminary requirements
Use this information to properly prepare to disassemble and reassemble the computer.
Tools required
You need the following tools to complete the removal and replacement procedures:
● Tweezers
● Nonconductive, nonmarking pry tool
● Magnetic Phillips P1 screwdriver
● Torx T8 screwdriver
ENWW Tools required 31
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
Using excessive force during disassembly and reassembly can damage plastic parts.
Cables and connectors
Handle cables with extreme care to avoid damage.
IMPORTANT: When servicing the computer, be sure that cables are placed in their proper locations during the
reassembly process. Improper cable placement can damage the computer.
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 so that they cannot be caught or snagged as you remove or replace parts. Handle ex cables with
extreme care; these cables tear easily.
Drive handling
Note the following guidelines when handling drives.
IMPORTANT: Drives are fragile components. Handle them with care. To prevent damage to the computer,
damage to a drive, or loss of information, observe these precautions:
Before removing or inserting a hard drive, shut down the computer. If you are unsure whether the computer is
o or in Hibernation, turn the computer on, and then shut it down through the operating system.
Before handling a drive, be sure that you are discharged of static electricity. While handling a drive, avoid
touching the connector.
Before removing an optical drive, be sure that a disc is not in the drive, and be sure that the optical drive tray is
closed.
Handle drives on surfaces covered with at least 2.54 cm (1 inch) of shock-proof foam.
Avoid dropping drives from any height onto any surface.
After removing a hard drive or an optical drive, place it in a static-proof bag.
Avoid exposing an internal hard drive to products that have magnetic elds, such as monitors or speakers.
Avoid exposing a drive to temperature extremes or liquids.
If a drive must be mailed, place the drive in a bubble pack mailer or other suitable form of protective packaging,
and label the package “FRAGILE.”
Workstation guidelines
Follow these grounding workstation guidelines:
32 Chapter 4 Removal and replacement procedures preliminary requirements ENWW
● Cover the workstation with approved static-shielding material.
● Use a wrist strap connected to a properly grounded work surface and use properly grounded tools and
equipment.
● Use conductive eld service tools, such as cutters, screw drivers, and vacuums.
● When xtures must directly contact dissipative surfaces, use xtures made only of static-safe materials.
● Keep the work area free of nonconductive materials, such as ordinary plastic assembly aids
and polystyrene 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.
ENWW Service considerations 33
Electrostatic discharge information
A sudden discharge of static electricity from your nger or other conductor can destroy static-sensitive devices
or microcircuitry. Often the spark is neither felt nor heard, but damage occurs. An electronic device exposed to
electrostatic discharge (ESD) might not appear to be aected at all and can work perfectly throughout a normal
cycle. The device might function normally for a while, but it has been degraded in the internal layers, reducing its
life expectancy.
Networks built into many integrated circuits provide some protection, but in many cases, the discharge contains
enough power to alter device parameters or melt silicon junctions.
IMPORTANT: To prevent damage to the device when you remove or install 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 Personal
grounding methods and equipment on page 35.
Avoid touching pins, leads, and circuitry. Handle electronic components as little as possible.
If you remove a component, place it in an electrostatic-safe container.
Generating static electricity
Follow these static electricity guidelines.
● Dierent activities generate dierent amounts of static electricity.
● Static electricity increases as humidity decreases.
Table
4-1 Static electricity occurrence based on activity and humidity
Relative humidity
Event 55% 40% 10%
Walking across carpet
Walking across vinyl oor
Motions of bench worker
Removing DIPs (dual in-line packages) from plastic tube
Removing DIPs from vinyl tray
Removing DIPs from polystyrene foam
Removing bubble pack from PCB (printed circuit board)
Packing PCBs in foam-lined box
Multiple electric components can be packaged together in plastic tubes, trays, or polystyrene foam.
7,500 V
3,000 V
400 V
400 V
2,000 V
3,500 V
7,000 V
5,000 V
15,000 V
5,000 V
800 V
700 V
4,000 V
5,000 V
20,000 V
11,000 V
35,000 V
12,000 V
6,000 V
2,000 V
11,500 V
14,500 V
26,500 V
21,000 V
NOTE: As little as 700 V can degrade a product.
34 Chapter 4 Removal and replacement procedures preliminary requirements ENWW
Preventing electrostatic damage to equipment
Many electronic components are sensitive to ESD. Circuitry design and structure determine the degree of
sensitivity. The following packaging and grounding precautions are necessary to prevent static electricity
damage to electronic components.
● To avoid hand contact, transport products in static-safe containers such as tubes, bags, or boxes.
● Protect all electrostatic parts and assemblies with conductive or approved containers or packaging.
● Keep electrostatic-sensitive parts in their containers until they arrive at static-free stations.
● Place items on a grounded surface before removing them from their container.
● Always be properly grounded when touching a sensitive component or assembly.
● Avoid contact with pins, leads, or circuitry.
● Place reusable electrostatic-sensitive parts from assemblies in protective packaging or conductive foam.
Personal grounding methods and equipment
Using certain equipment can prevent static electricity damage to electronic components.
● Wrist straps are exible straps with a maximum of 1 MΩ ±10% resistance in the ground cords. To provide
proper ground, a strap must be worn snug against bare skin. The ground cord must be connected and t
snugly into the banana plug connector on the grounding mat or workstation.
● Heel straps/Toe straps/Boot straps can be used at standing workstations and are compatible with most
types of shoes or boots. On conductive oors or dissipative oor mats, use them on both feet with a
maximum of 1 MΩ ±10% resistance between the operator and ground.
Table
4-2 Static shielding protection levels
Static shielding protection levels
Method Voltage
Antistatic plastic
Carbon-loaded plastic
Metallized laminate
Grounding the work area
To prevent static damage at the work area, follow these precautions.
● Cover the work surface with approved static-dissipative material. Provide a wrist strap connected to the
work surface and properly grounded tools and equipment.
● Use static-dissipative mats, foot straps, or air ionizers to give added protection.
● Handle electrostatic sensitive components, parts, and assemblies by the case or PCB laminate. Handle
them only at static-free work areas.
1,500
7,500
15,000
● Turn o power and input signals before inserting and removing connectors or test equipment.
● Use xtures made of static-safe materials when xtures must directly contact dissipative surfaces.
ENWW Electrostatic discharge information 35
● Keep work area free of nonconductive materials such as ordinary plastic assembly aids and polystyrene
foam.
● Use eld service tools, such as cutters, screwdrivers, and vacuums, that are conductive.
Recommended materials and equipment
HP recommends certain materials and equipment to prevent static electricity.
● Antistatic tape
● Antistatic smocks, aprons, or sleeve protectors
● Conductive bins and other assembly or soldering aids
● Conductive foam
● Conductive tabletop workstations with ground cord of 1 MΩ ±10% resistance
● Static-dissipative table or oor mats with hard tie to ground
● Field service kits
● Static awareness labels
● Wrist straps and footwear straps providing 1 MΩ ±10% resistance
● Material handling packages
● Conductive plastic bags
● Conductive plastic tubes
● Conductive tote boxes
● Opaque shielding bags
● Transparent metallized shielding bags
● Transparent shielding tubes
Packaging and transporting guidelines
Follow these grounding guidelines when packaging and transporting equipment.
● To avoid hand contact, transport products in static-safe tubes, bags, or boxes.
● Protect ESD-sensitive parts and assemblies with conductive or approved containers or packaging.
● Keep ESD-sensitive parts in their containers until the parts arrive at static-free workstations.
● Place items on a grounded surface before removing items from their containers.
● Always be properly grounded when touching a component or assembly.
36 Chapter 4 Removal and replacement procedures preliminary requirements ENWW
● 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.
ENWW Packaging and transporting guidelines 37
38 Chapter 4 Removal and replacement procedures preliminary requirements ENWW
5 Removal and replacement procedures for
authorized service provider parts
This chapter provides removal and replacement procedures for authorized service provider parts.
IMPORTANT: Components described in this chapter should be accessed only by an authorized service provider.
Accessing these parts can damage the computer or void the warranty.
NOTE: Details about your computer, including model, serial number, product key, and length of warranty, are
on the service tag at the bottom of your computer.
ENWW 39
Component replacement procedures
To remove and replace computer components, use these procedures.
NOTE: HP continually improves and changes product parts. For complete and current information about
supported parts for your computer, go to http://partsurfer.hp.com, select your country or region, and then follow
the on-screen instructions.
You must remove, replace, or loosen as many as 57 screws when you service the parts described in this chapter.
Make special note of each screw size and location during removal and replacement.
Preparation for disassembly
To remove and replace computer components, use these procedures.
See Removal and replacement procedures preliminary requirements on page 31 for initial safety procedures.
1. Turn o the computer. If you are unsure whether the computer is o or in Hibernation, turn the computer
on, and then shut it down through the operating system.
2. Disconnect the power from the computer by unplugging the power cord from the computer.
3. Disconnect all external devices from the computer.
Bottom cover
To remove the bottom cover, use this procedure and illustration.
Table
5-1 Bottom cover descriptions and part numbers
Description Spare part number
For use only on computer models with a graphics subsystem with discrete memory M21852-601
For use only on computer models with a graphics subsystem with UMA memory M21851-001
Before removing the bottom cover, prepare the computer for disassembly (Preparation for disassembly
on page 40).
Remove the bottom cover:
1. Close the computer and rest it upside down on a at work surface with the front toward you.
2. Remove the three Phillips M2.5 × 8.2 screws (1) that secure the bottom cover to the computer.
40 Chapter 5 Removal and replacement procedures for authorized service provider parts ENWW
3. Remove the two Phillips M2.5 × 4.6 screws (2) that secure the bottom cover to the computer.
4. Use a case utility tool (1) or similar thin, plastic tool to separate the rear edge (2) of the bottom cover from
the top cover.
Battery
5. Remove the bottom cover (3).
To replace the bottom cover, reverse the removal procedures.
To remove the battery, use this procedure and illustration.
ENWW Component replacement procedures 41
Table 5-2 Battery description and part number
Description Spare part number
6 cell, 83 Whr battery, includes cable M02029-005
WARNING! To avoid personal injury and damage to the product:
● Do not puncture, twist, or crack the battery.
● Do not cause an external puncture or rupture to the battery. They can cause a short inside the battery,
which can result in battery thermal runaway.
● Do not handle or touch the battery enclosure with sharp objects such as tweezers or pliers, which might
puncture the battery.
● Do not compress or squeeze the battery case with tools or heavy objects stacked on top of the case. These
actions can apply undue force on the battery.
● Do not touch the connectors with any metallic surface or object, such as metal tools, screws, or coins,
which can cause shorting across the connectors.
Before removing the battery, follow these steps:
1. Prepare the computer for disassembly (Preparation for disassembly on page 40).
2. Remove the bottom cover (Bottom cover on page 40).
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.
IMPORTANT: Removing a battery that is the sole power source for the computer can cause loss of information.
To prevent loss of information, save your work or shut down the computer through Windows before you remove
the battery.
Remove the battery:
1. Disconnect the battery cable (1) from the system board.
2. Remove the six Phillips M2.0 × 4.7 screws (2) that secure the battery to the top cover.
42 Chapter 5 Removal and replacement procedures for authorized service provider parts ENWW
3. Remove the battery (3).
To insert the battery, reverse the removal procedures.
Memory module
To remove a memory module, use this procedure and illustration.
Table
5-3 Memory module descriptions and part numbers
Description Spare part number
32 GB DDR4-3200 1.2 V M09713-002
16 GB DDR4-3200 1.2 V L67710-002
16 GB DDR4-2666 1.2 V ECC L24981-002
8 GB DDR4-3200 1.2 V L46598-002
8 GB DDR4-2666 1.2 V ECC L24983-002
Before removing a memory module, follow these steps:
1. Prepare the computer for disassembly (Preparation for disassembly on page 40).
2. Remove the bottom cover (Bottom cover on page 40).
3. Disconnect the battery cable from the system board (see Battery on page 41).
If you are replacing a memory module, remove the existing memory module:
▲ Spread the two retention clips outward (1) until the memory module tilts up at a 45° angle, and then
remove the module (2). Use the same procedure to remove all memory modules.
IMPORTANT: To prevent damage to the memory module, hold the memory module by the edges only. Do
not touch the components on the memory module.
ENWW Component replacement procedures 43
To protect a memory module after removal, place it in an electrostatic-safe container.
To install a memory module:
1. Align the notched edge of the module with the tab in the slot (1), and then press the module into the slot at
an angle until it is seated (2).
2. Press down on the module until the side retention clips snap into place (3).
Solid-state drive
To remove a solid-state drive, use this procedure and illustration.
44 Chapter 5 Removal and replacement procedures for authorized service provider parts ENWW
Table 5-4 Solid-state drive descriptions and part numbers
Description Spare part number
2 TB, M.2 2280, PCIe-NVMe-3×4, SS solid-state drive with TLC L85358-002
1 TB, M.2 2280, PCIe-NVMe-3×4, SS solid-state drive with TLC L85348-002
512 GB, M.2 2280, PCIe-NVMe, SED solid-state drive with TLC L85368-002
512 GB, M.2 2280, PCIe-3×4, solid-state drive with TLC L85360-002
256 GB, M.2 2280, PCIe, NVMe, SED solid-state drive with TLC M07245-002
256 GB, M.2 2280, PCIe-3×4, SS solid-state drive with TLC L85350-002
Before removing a solid-state drive, follow these steps:
1. Prepare the computer for disassembly (Preparation for disassembly on page 40).
2. Remove the bottom cover (Bottom cover on page 40).
3. Disconnect the battery cable from the system board (see Battery on page 41).
Remove the solid-state drive:
1. Remove the Phillips M2.0 × 2.9 screw (1) that secures the solid-state drive to the computer.
Fans
(The solid-state drive tilts up at an angle.)
2. Remove the solid-state drive (2) by pulling it away from the slot at an angle.
Reverse this procedure to install a solid-state drive.
To remove the fans, use these procedures and illustrations.
ENWW Component replacement procedures 45
Table 5-5 Fan descriptions and part numbers
Description Spare part number
Left fan M21848-601
Right fan M21849-001
Before removing the fans, follow these steps:
1. Prepare the computer for disassembly (Preparation for disassembly on page 40).
2. Remove the bottom cover (Bottom cover on page 40).
3. Disconnect the battery cable from the system board (see Battery on page 41).
Remove the fans:
1. Disconnect the fan cables (1) from the system board.
2. Remove the six Phillips M2.0 × 4.7 screws (2) that secure the fans to the computer.
3. Remove the fans (3).
Reverse this procedure to install the fans.
Display assembly
To remove and disassemble the display assembly, use these procedures and illustrations.
Display assembly spare part components are available only at the subcomponent level. Subcomponent level
spare part information is available in the subcomponent level disassembly subsection.
Before removing the display assembly, follow these steps:
46 Chapter 5 Removal and replacement procedures for authorized service provider parts ENWW
1. Prepare the computer for disassembly (Preparation for disassembly on page 40).
2. Remove the bottom cover (Bottom cover on page 40).
3. Disconnect the battery cable from the system board (see Battery on page 41).
Remove the display assembly:
1. Remove the WLAN module shield (1).
The WLAN module shield is included in the Kit, spare part number M23349-001.
2. Disconnect the wireless antenna cables (2) from the WLAN module.
The #1/MAIN WLAN antenna cable connects to the WLAN module #1/Main terminal. The #2/AUX WLAN
antenna cable connects to the WLAN module #2/Aux terminal.
3. Release the display panel cable from the retention clip (3) built into the display left hinge.
4. Release the support bar (4) that secures the display panel cable to the system board.
5. Disconnect the display panel cable (5) from the system board.
6. Release the wireless antenna cables from the retention clip (6) built into the display right hinge.
7. Release the wireless antenna cables from the routing channel (7) built into the right fan.
ENWW Component replacement procedures 47
8. Remove the four Phillips M2.5 × 5.2 screws that secure the display assembly to the computer.
9. Swing the top edge of the display assembly (1) away from the top cover. (The top cover disengages from
the display assembly hinges.)
10. Separate the display assembly (2) from the top cover.
11. If you need to replace the display bezel or the display assembly internal subcomponents:
a. Flex the inside edges of the bottom (1) of the display bezel, the left (2) and right sides of the bezel,
and the top edge of the bezel (3) to release the bezel from the display back cover.
b. Remove the display bezel (4).
The bezel is available using the following spare part number:
48 Chapter 5 Removal and replacement procedures for authorized service provider parts ENWW
● M21864-001—For use only on computer models equipped with an FHD webcam + infrared
sensor
● M21863-001—For use only on computer models equipped with an FHD webcam
● M21865-001—For use only on computer models equipped with an FHD webcam
12. If you need to remove the hinges:
a. Remove the display bezel.
b. Remove the rubber hinge covers.
The display hinge covers are included in the Display Support Kit, spare part number M27375-001.
c. Remove the six Philllips M2.5 × 5.2 screws (1) that secure the hinges to the display back cover.
ENWW Component replacement procedures 49
d. Remove the display hinges (2).
The display hinges are available using spare part number M21867-001
13. If you need to remove the display panel:
a. Remove the display bezel.
b. Remove the display hinges.
c. Use tweezers to grasp the end of the retention tape that is installed under the left (1) and right sides
of the panel.
d. While turning the tweezers (2), wrap the tape around the tweezers as you continue to pull the tape
(3) out from behind the display panel.
50 Chapter 5 Removal and replacement procedures for authorized service provider parts ENWW
e. Once you have released the tape as far as it will go and the adhesive has been released, separate the
top edge of the display panel (4) from the back cover.
f. Position the display assembly with the top edge facing you.
g. Swing the display panel (1) away from the display back cover until it rests face down in front of the
back cover.
h. Release the adhesive support strip (2) that secures the display panel cable to the display panel.
i. Release the retention bar (3) that secures the display panel cable to the display panel.
j. Disconnect the display panel cable (4) from the display panel.
k. Remove the display panel (5).
The display panel is available using the following spare part numbers:
● M21871-001—39.6 cm (15.6 in), UHD, antiglare, UWVA, ePSR2, 400 nit, non-touchscreen
display panel
M21869-001—39.6 cm (15.6 in), FHD, antiglare, UWVA, ePSR2, 400 nit, non-touchscreen
●
display panel
● M21870-001—39.6 cm (15.6 in), FHD, antiglare, UWVA, EDP, 250 nit, touchscreen display panel
● M21868-001—39.6 cm (15.6 in), FHD, antiglare, UWVA, EDP, 250 nit, non-touchscreen display
panel
ENWW Component replacement procedures 51
14. If you need to remove the display panel cable and webcam/microphone module:
a. Remove the display bezel.
b. Remove the display hinges.
c. Remove the display panel.
d. Detach the webcam/microphone module (1) from the display back cover. (The webcam/microphone
module is attached to the display back cover with double-sided adhesive in two locations.)
e. Detach the webcam/microphone module cable (2) from the display back cover. (The webcam/
microphone module cable is attached to the display back cover with double-sided adhesive in two
locations.)
52 Chapter 5 Removal and replacement procedures for authorized service provider parts ENWW
f. Release the ZIF connector (3) to which the webcam/microphone module cable is connected, and then
disconnect the webcam/microphone module cable from the webcam/microphone module cable.
g. Remove the webcam/microphone module and cable.
The display panel cable and webcam/microphone module is available using spare part number
M21866-001.
15. If you need to remove the WLAN antenna:
a. Remove the display bezel.
b. Remove the display hinges.
c. Remove the display panel.
d. Detach the wireless antenna transceivers (1) from the display back cover. (The wireless antenna
transceivers are attached to the display back cover with double-sided adhesive.)
e. Release the retention tabs (2) that secure the wireless antenna cables.
ENWW Component replacement procedures 53
f. Release the wireless antenna cables from the retention clips (3) built right hinge area of the display
back cover.
g. Remove the WLAN antenna.
The wireless antenna are available using spare part number M21862-001.
Reverse this procedure to reassemble and replace the display assembly.
Sensor board cable
To remove the sensor board cable, use this procedure and illustration.
The sensor board cable is available in the Cable Kit, spare part number M21856-001.
Before removing the sensor board cable, follow these steps:
1. Prepare the computer for disassembly (Preparation for disassembly on page 40).
2. Remove the bottom cover (Bottom cover on page 40).
3. Disconnect the battery cable from the system board (see Battery on page 41).
Remove the sensor board cable:
1. Release the ZIF connector (1) to which the sensor board cable is connected, and then disconnect the sensor
board cable from the system board.
2. Release the ZIF connector (2) to which the sensor board cable is connected, and then disconnect the sensor
board cable from the sensor board module.
54 Chapter 5 Removal and replacement procedures for authorized service provider parts ENWW
3. Remove the sensor board cable (3).
Reverse this procedure to install the sensor board cable.
Sensor board
To remove the sensor board, use this procedure and illustration.
Table
5-6 Sensor board description and part number
Description Spare part number
Sensor board
NOTE: The sensor board spare part kit does not include the sensor board cable. The sensor board cable is
included in the Cable Kit, spare part number M21856-001.
M21844-001
Before removing the sensor board, follow these steps:
1. Prepare the computer for disassembly (Preparation for disassembly on page 40).
2. Remove the bottom cover (Bottom cover on page 40).
3. Disconnect the battery cable from the system board (see Battery on page 41).
Remove the sensor board:
1. Release the ZIF connector (1) to which the sensor board cable is connected, and then disconnect the sensor
board cable from the system board.
2. Remove the Phillips M2.0 × 2.9 screw (2) that secures the sensor board to the top cover.
ENWW Component replacement procedures 55
3. Remove the sensor board (3).
Reverse this procedure to install the sensor board and cable.
Fingerprint reader module cable
To remove the ngerprint reader module cable, use this procedure and illustration.
The ngerprint reader module cable is available in the Cable Kit, spare part number M21856-001.
Before removing the ngerprint reader module cable, follow these steps:
1. Prepare the computer for disassembly (Preparation for disassembly on page 40).
2. Remove the bottom cover (Bottom cover on page 40).
3. Remove the battery (see Battery on page 41).
Remove the ngerprint reader module cable:
1. Release the zero insertion force (ZIF) connector (1) to which the ngerprint reader module cable is
connected, and then disconnect the ngerprint reader module cable from the system board.
2. Release the ZIF connector (2) to which the ngerprint reader module cable is connected, and then
disconnect the ngerprint reader module cable from the ngerprint reader module.
56 Chapter 5 Removal and replacement procedures for authorized service provider parts ENWW
3. Remove the ngerprint reader module cable (3).
Reverse this procedure to install the ngerprint reader module cable.
Fingerprint reader module
To remove the ngerprint reader module, use this procedure and illustration.
Table
5-7 Fingerprint reader module description and part number
Description Spare part number
Fingerprint reader module
NOTE: The ngerprint reader module spare part kit does not include the ngerprint reader module cable.
The ngerprint reader module cable is available in the Cable Kit, spare part number M21856-001.
M21402-001
Before removing the ngerprint reader module, follow these steps:
1. Prepare the computer for disassembly (Preparation for disassembly on page 40).
2. Remove the bottom cover (Bottom cover on page 40).
3. Remove the battery (see Battery on page 41).
Remove the ngerprint reader module:
1. Release the ZIF connector (1) to which the ngerprint reader module cable is connected, and then
disconnect the ngerprint reader module cable from the system board.
2. Remove the Phillips M2.0 × 2.5 broad head screw (2) that secures the ngerprint reader module to the top
cover.
3. Remove the ngerprint reader module bracket (3).
The ngerprint reader module bracket is included in the Bracket Kit, spare part number M21855-001.
ENWW Component replacement procedures 57
4. Remove the ngerprint reader module (4) and cable.
Reverse this procedure to install the ngerprint reader module and cable.
RTC battery
To remove the RTC battery, use this procedure and illustration.
The RTC battery is not available as a spare part component.
Remove the RTC battery:
1. Detach the RTC battery (1) from the system board. (The RTC battery is attached to the system board with
double-sided tape.)
2. Disconnect the RTC battery cable (2) from the system board.
58 Chapter 5 Removal and replacement procedures for authorized service provider parts ENWW
Reverse this procedure to install the RTC battery.
Touchpad cable
To remove the touchpad cable, use this procedure and illustration.
The touchpad cable is available in the Cable Kit, spare part number M21856-001.
Before removing the touchpad cable, follow these steps:
1. Prepare the computer for disassembly (Preparation for disassembly on page 40).
2. Remove the bottom cover (Bottom cover on page 40).
3. Remove the battery (see Battery on page 41).
Remove the touchpad cable:
1. Detach the touchpad cable (1) from the top cover. (The touchpad cable is attached to the top cover with
double-sided adhesive.)
2. Release the ZIF connector (2) to which the touchpad cable is connected, and then disconnect the touchpad
cable from the system board.
3. Release the ZIF connector (3) to which the touchpad cable is connected, and then disconnect the touchpad
cable from the touchpad.
4. Remove the touchpad cable.
Reverse this procedure to install the touchpad cable.
NFC module cable
To remove the NFC module cable, use this procedure and illustration.
The NFC module cable is available in the Cable Kit, spare part number M21856-001.
Before removing the NFC module cable, follow these steps:
ENWW Component replacement procedures 59
1. Prepare the computer for disassembly (Preparation for disassembly on page 40).
2. Remove the bottom cover (Bottom cover on page 40).
3. Remove the battery (see Battery on page 41).
Remove the NFC module cable:
1. Release the ZIF connector (1) to which the NFC module cable is connected, and then disconnect the NFC
module cable from the system board.
2. Release the ZIF connector (2) to which the NFC module cable is connected, and then disconnect the NFC
module cable from the SD card board.
3. Detach the NFC module cable (3) from the top cover. (The NFC module cable is attached to the top cover
with double-sided adhesive.)
4. Remove the NFC module cable (4).
Reverse this procedure to install the NFC module cable.
NFC module
To remove the NFC module, use this procedure and illustration.
NOTE: The NFC module spare part kit includes NFC module.
Table 5-8 NFC module description and part number
Description Spare part number
NFC module
NOTE: The NFC module spare part kit does not include the NFC module cable. The NFC module cable is
available in the Cable Kit, spare part number M21856-001.
60 Chapter 5 Removal and replacement procedures for authorized service provider parts ENWW
L02249-001
Before removing the NFC module, follow these steps:
1. Prepare the computer for disassembly (Preparation for disassembly on page 40).
2. Remove the bottom cover (Bottom cover on page 40).
3. Remove the battery (see Battery on page 41).
Remove the NFC module:
1. Release the ZIF connector (1) to which the NFC module cable is connected, and then disconnect the NFC
module cable from the system board.
2. Release the ZIF connector (2) to which the NFC module cable is connected, and then disconnect the NFC
module cable from the NFC module.
3. Detach the NFC module cable (3) from the top cover. (The NFC module cable is attached to the top cover
with double-sided adhesive.)
4. Detach the NFC module (4) from the top cover. (The NFC module is attached to the top cover with double-
sided adhesive.)
Reverse this procedure to install the NFC module and cable.
Card reader board cable
To remove the card reader board cable, use this procedure and illustration.
The card reader board cable is available in the Cable Kit, spare part number M21856-001.
Before removing the card reader board cable, follow these steps:
ENWW Component replacement procedures 61
1. Prepare the computer for disassembly (Preparation for disassembly on page 40).
2. Remove the bottom cover (Bottom cover on page 40).
3. Remove the battery (see Battery on page 41).
Remove the card reader board cable:
1. Release the ZIF connector (1) to which the card reader board cable is connected, and then disconnect the
card reader board cable from the system board.
2. Release the ZIF connector (2) to which the card reader board cable is connected, and then disconnect the
card reader board cable from the card reader board.
3. Remove the card reader board cable (3).
Reverse this procedure to install the card reader board cable.
Card reader board
To remove the card reader board, use this procedure and illustration.
Table
5-9 Card reader board description and part number
Description Spare part number
Card reader board
NOTE: The card reader board spare part kit does not include the card reader board cable. The card reader
board cable is included in the Cable Kit, spare part number M21856-001.
Before removing the card reader board, follow these steps:
62 Chapter 5 Removal and replacement procedures for authorized service provider parts ENWW
M21398-001
1. Prepare the computer for disassembly (Preparation for disassembly on page 40).
2. Remove the bottom cover (Bottom cover on page 40).
3. Remove the battery (see Battery on page 41).
Remove the card reader board:
1. Remove the Phillips M2.0 × 4.5 screw (1) that secures the bottom edge of the battery support bracket to
the top cover.
2. Remove the Phillips M2.0 × 5.6 screw (2) that secures the top edge of the battery support bracket to the
top cover.
3. Remove the battery support bracket (3).
The battery support bracket is included in the Bracket Kit, spare part number M21855-001.
4. Remove the three Phillips M2.0 × 2.3 screws (4) that secure the card reader board bracket to the top cover.
5. Remove the card reader board bracket (5).
The card reader board bracket is included in the Bracket Kit, spare part number M21855-001.
6. Release the ZIF connector (1) to which the card reader board cable is connected, and then disconnect the
card reader board cable from the system board.
ENWW Component replacement procedures 63
7. Remove the card reader board (2) and cable.
Reverse this procedure to install the card reader board and cable.
System board
To remove the system board, use these procedures and illustrations.
Table
5-10 System board descriptions and part numbers
Description Spare part
number
NOTE: All system board spare part kits include the processor, the RTC battery, and replacement thermal material.
Equipped with an Intel Xeon W-10855M processor, an NVIDIA Quadro T2000 N19P-Q3 graphic controller with 4 GB of
discrete memory, and the Windows 10 operating system
Equipped with an Intel Xeon W-10855M processor, an NVIDIA Quadro T2000 N19P-Q3 graphic controller with 4 GB of
discrete memory, and a non-Windows operating system
Equipped with an Intel Core i9-10885H processor, an NVIDIA Quadro T2000 N19P-Q3 graphic controller with 4 GB of
discrete memory, and the Windows 10 operating system
Equipped with an Intel Core i9-10885H processor, an NVIDIA Quadro T2000 N19P-Q3 graphic controller with 4 GB of
discrete memory, and a non-Windows operating system
Equipped with an Intel Core i9-10885H processor, an NVIDIA Quadro T1000 N19P-Q1 graphic controller with 4 GB of
discrete memory, and the Windows 10 operating system
Equipped with an Intel Core i9-10885H processor, an NVIDIA Quadro T1000 N19P-Q1 graphic controller with 4 GB of
discrete memory, and a non-Windows operating system
Equipped with an Intel Core i7-10850H processor, an NVIDIA Quadro T2000 N19P-Q3 graphic controller with 4 GB of
discrete memory, and the Windows 10 operating system
Equipped with an Intel Core i7-10850H processor, an NVIDIA Quadro T2000 N19P-Q3 graphic controller with 4 GB of
discrete memory, and a non-Windows operating system
M21835-601
M21835-001
M21833-001
M21833-001
M21827-601
M21827-001
M21831-601
M21831-001
Equipped with an Intel Core i7-10850H processor, an NVIDIA Quadro T2000 N19P-Q3 graphic controller with 4 GB of
discrete memory, and the Windows 10 operating system, but not equipped with WLAN or Bluetooth capability
M21841-601
64 Chapter 5 Removal and replacement procedures for authorized service provider parts ENWW
Table 5-10 System board descriptions and part numbers (continued)
Description Spare part
number
Equipped with an Intel Core i7-10850H processor, an NVIDIA Quadro T2000 N19P-Q3 graphic controller with 4 GB of
discrete memory, and a non-Windows operating system, but not equipped with WLAN or Bluetooth capability
Equipped with an Intel Core i7-10850H processor, an NVIDIA Quadro T1000 N19P-Q1 graphic controller with 4 GB of
discrete memory, and the Windows 10 operating system
Equipped with an Intel Core i7-10850H processor, an NVIDIA Quadro T1000 N19P-Q1 graphic controller with 4 GB of
discrete memory, and a non-Windows operating system
Equipped with an Intel Core i7-10850H processor, an NVIDIA Quadro T1000 N19P-Q1 graphic controller with 4 GB of
discrete memory, and the Windows 10 operating system, but not equipped with WLAN or Bluetooth capability
Equipped with an Intel Core i7-10850H processor, an NVIDIA Quadro T1000 N19P-Q1 graphic controller with 4 GB of
discrete memory, and a non-Windows operating system, but not equipped with WLAN or Bluetooth capability
Equipped with an Intel Core i7-10850H processor, an NVIDIA Quadro P620 N19M-Q3 graphic controller with 4 GB of
discrete memory, and the Windows 10 operating system
Equipped with an Intel Core i7-10850H processor, an NVIDIA Quadro P620 N19M-Q3 graphic controller with 4 GB of
discrete memory, and a non-Windows operating system
Equipped with an Intel Core i7-10850H processor, a graphics subsystem with UMA memory, and the Windows 10
operating system
Equipped with an Intel Core i7-10850H processor, a graphics subsystem with UMA memory, and a non-Windows
operating system
Equipped with an Intel Core i7-10850H processor, a graphics subsystem with UMA memory, and the Windows 10
operating system, but not equipped with WLAN or Bluetooth capability
Equipped with an Intel Core i7-10850H processor, a graphics subsystem with UMA memory, and a non-Windows
operating system, but not equipped with WLAN or Bluetooth capability
M21841-001
M21825-601
M21825-001
M21839-601
M21839-001
M21821-601
M21821-001
M21813-601
M21813-001
M21811-601
M21811-001
Equipped with an Intel Core i7-10750H processor, an NVIDIA Quadro T2000 N19P-Q3 graphic controller with 4 GB of
discrete memory, and the Windows 10 operating system
Equipped with an Intel Core i7-10750H processor, an NVIDIA Quadro T2000 N19P-Q3 graphic controller with 4 GB of
discrete memory, and a non-Windows operating system
Equipped with an Intel Core i7-10750H processor, an NVIDIA Quadro T1000 N19P-Q1 graphic controller with 4 GB of
discrete memory, and the Windows 10 operating system
Equipped with an Intel Core i7-10750H processor, an NVIDIA Quadro T1000 N19P-Q1 graphic controller with 4 GB of
discrete memory, and a non-Windows operating system
Equipped with an Intel Core i7-10750H processor, an NVIDIA Quadro T1000 N19P-Q1 graphic controller with 4 GB of
discrete memory, and the Windows 10 operating system, but not equipped with WLAN or Bluetooth capability
Equipped with an Intel Core i7-10750H processor, an NVIDIA Quadro T1000 N19P-Q1 graphic controller with 4 GB of
discrete memory, and a non-Windows operating system, but not equipped with WLAN or Bluetooth capability
Equipped with an Intel Core i7-10750H processor, an NVIDIA Quadro P620 N19M-Q3 graphic controller with 4 GB of
discrete memory, and the Windows 10 operating system
Equipped with an Intel Core i7-10750H processor, an NVIDIA Quadro P620 N19M-Q3 graphic controller with 4 GB of
discrete memory, and a non-Windows operating system
Equipped with an Intel Core i7-10750H processor, a graphics subsystem with UMA memory, and the Windows 10
operating system
Equipped with an Intel Core i7-10750H processor, a graphics subsystem with UMA memory, and a non-Windows
operating system
M21829-601
M21829-001
M21823-601
M21823-001
M21837-601
M21837-001
M21819-601
M21819-001
M21809-601
M21809-001
ENWW Component replacement procedures 65
Table 5-10 System board descriptions and part numbers (continued)
Description Spare part
number
Equipped with an Intel Core i5-10400H processor, an NVIDIA Quadro P620 N19M-Q3 graphic controller with 4 GB of
discrete memory, and the Windows 10 operating system
Equipped with an Intel Core i5-10400H processor, an NVIDIA Quadro P620 N19M-Q3 graphic controller with 4 GB of
discrete memory, and a non-Windows operating system
Equipped with an Intel Core i5-10400H processor, a graphics subsystem with UMA memory, and the Windows 10
operating system
Equipped with an Intel Core i5-10400H processor, a graphics subsystem with UMA memory, and a non-Windows
operating system
Equipped with an Intel Core i5-10400H processor, a graphics subsystem with UMA memory, and the Windows 10
operating system, but not equipped with WLAN or Bluetooth capability
Equipped with an Intel Core i5-10400H processor, a graphics subsystem with UMA memory, and a non-Windows
operating system, but not equipped with WLAN or Bluetooth capability
Equipped with an Intel Core i5-10300H processor, an NVIDIA Quadro P620 N19M-Q3 graphic controller with 4 GB of
discrete memory, and the Windows 10 operating system
Equipped with an Intel Core i5-10300H processor, an NVIDIA Quadro P620 N19M-Q3 graphic controller with 4 GB of
discrete memory, and a non-Windows operating system
Equipped with an Intel Core i5-10300H processor, a graphics subsystem with UMA memory, and the Windows 10
operating system
Equipped with an Intel Core i5-10300H processor, a graphics subsystem with UMA memory, and a non-Windows
operating system
M21817-601
M21817-001
M21807-601
M21807-001
M21805-601
M21805-001
M21815-601
M21815-001
M21803-601
M21803-001
Before removing the system board, follow these steps:
1. Prepare the computer for disassembly (Preparation for disassembly on page 40).
2. Remove the bottom cover (Bottom cover on page 40).
3. Remove the battery (see Battery on page 41).
4. Remove the battery support bracket (see Card reader board on page 62).
When you replace the system board, be sure to remove the following components (as applicable) from the
defective system board and install them on the replacement system board:
● Memory modules (see Memory module on page 43).
● Solid-state drive (see Solid-state drive on page 44).
● Heat sink (see Heat sink on page 68).
Remove the system board:
1. Close the computer.
2. Remove the WLAN module shield (1).
The WLAN module shield is included in the Kit, spare part number M23344-001.
66 Chapter 5 Removal and replacement procedures for authorized service provider parts ENWW
3. Disconnect the wireless antenna cables (2) from the WLAN module.
The #1/MAIN WLAN antenna cable connects to the WLAN module #1/Main terminal. The #2/AUX WLAN
antenna cable connects to the WLAN module #2/Aux terminal.
4. Disconnect the speaker cable (3) from the system board.
5. Release the ZIF connector (4) to which the sensor board cable is connected, and then disconnect the sensor
board cable from the system board.
6. Release the support bar (5) that secures the display panel cable to the system board.
7. Disconnect the display panel cable (6) from the system board.
8. Release the wireless antenna cables from the routing channel (7) built into the right fan.
9. Disconnect the following cables from the system board:
● Card reader board cable (ZIF) (8)
● Touchpad cable (ZIF) (9)
● Backlight cable (ZIF) (10)
● Keyboard cable (11)
10. Disconnect the RTC battery cable (12) from the system board.
11. Release the ZIF connector (13) to which the ngerprint reader module cable is connected, and then
disconnect the ngerprint reader module cable from the system board.
12. Remove the three Phillips M2.0 × 4.7 screws (1) that secure the I/O bracket and system board to the top
cover.
13. Remove the I/O bracket (2).
The I/O bracket is included in the Bracket Kit, spare part number M21855-001.
14. Remove the two Phillips M2.0 × 3.4 screws (3) that secure the system board to the top cover.
ENWW Component replacement procedures 67
15. Remove the two Phillips M2.0 × 5.6 screws (4) that secure the RJ-45 (network) jack cover and the system
board to the top cover.
16. Remove the RJ-45 (network) jack cover (5).
The RJ-45 (network) jack cover is not available as a spare part component.
17. Lift the right edge of the system board (1) until it rests at an angle.
18. Remove the system board (2) by sliding it up and to the right at an angle.
Reverse this procedure to install the system board.
Heat sink
To remove the heat sink, use these procedures and illustrations.
68 Chapter 5 Removal and replacement procedures for authorized service provider parts ENWW
Table 5-11 Heat sink descriptions and part numbers
Description Spare part number
All heat sink spare part kits include replacement thermal material.
For use only on computer models with a graphics subsystem with discrete memory M21846-601
For use only on computer models with a graphics subsystem with UMA memory M21845-001
Before removing the heat sink, follow these steps:
1. Prepare the computer for disassembly (Preparation for disassembly on page 40).
2. Remove the bottom cover (Bottom cover on page 40), and then remove the following components:
1. Battery (see Battery on page 41)
2. Battery support bracket (see Card reader board on page 62)
3. System board (see System board on page 64)
Remove the heat sink:
1. In the order indicated on the heat sink, remove the six Phillips M2.5 × 6.0 screws (1) that secure the the
heat sink to the system board.
2. Remove the heat sink (2).
ENWW Component replacement procedures 69
3. Thoroughly clean the thermal material 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. The following illustrations show the replacement thermal material
locations.
Thermal paste is used on the processor (1) and on the heat sink area (2) that services the processor. A
thermal pad is used on the VGA chip (3) and on the heat sink area (4) that services it. Thermal pads are
used on the other system board components (5).
Reverse this procedure to install the heat sink.
Touchpad
To remove the touchpad, use this procedure and illustration.
Table
Before removing the touchpad, follow these steps:
1. Prepare the computer for disassembly (Preparation for disassembly on page 40).
2. Remove the bottom cover (Bottom cover on page 40), and then remove the following components:
5-12 Touchpad description and part number
Description Spare part number
NOTE: The touchpad spare part kit does not include the touchpad cable. The touchpad cable is available using spare part number
L94509-001.
For use only on computer models equipped with NFC capabilities M21853-001
For use only on computer models not equipped with NFC capabilities M21854-001
1. Battery (see Battery on page 41)
2. Battery support bracket (see Card reader board on page 62)
3. System board (see System board on page 64)
70 Chapter 5 Removal and replacement procedures for authorized service provider parts ENWW
Remove the touchpad:
1. Detach the touchpad cable (1) from the top cover. (The touchpad cable is attached to the top cover with
double-sided adhesive.)
2. Release the ZIF connector (2) to which the touchpad cable is connected, and then disconnect the touchpad
cable from the system board.
3. Detach the grounding tape (3) the secures the touchpad to the top cover.
4. Detach the clear tape (4) the secures the top edge if the touchpad to the top cover.
5. Remove the ve Phillips M2.0 × 2.5 screws (5) that secure the touchpad to the top cover.
6. Remove the Phillips M1.5 × 2.5 screw (6) that secures the touchpad to the top cover.
7. Remove the touchpad (7).
Reverse this procedure to install the touchpad.
Speakers
To remove the speakers, use this procedure and illustration.
Table
5-13 Speaker description and part number
Description Spare part number
Speaker Kit (includes left and right speakers, cables, and four rubber isolators) M21850-001
Before removing the speakers, follow these steps:
1. Prepare the computer for disassembly (Preparation for disassembly on page 40).
2. Remove the bottom cover (Bottom cover on page 40), and then remove the following components:
ENWW Component replacement procedures 71
1. Battery (see Battery on page 41)
2. Battery support bracket (see Card reader board on page 62)
3. System board (see System board on page 64)
Remove the speakers:
1. Remove the three Phillips M2.0 × 2.6 broad head screws (1) that secure the speakers to the top cover.
2. Remove the speakers from the computer (2) .
When removing the speakers, make note of the location of the rubber isolator locations (3). The absence of
or damage to these isolators can result in degraded speaker performance.
Reverse this procedure to install the speakers.
72 Chapter 5 Removal and replacement procedures for authorized service provider parts ENWW
6 Troubleshooting guide
This chapter primarily focuses on troubleshooting HP Mobile Workstations. The information is provided so that
you can solve problems yourself or at least narrow down the number of possible causes.
Based on some of the most common symptoms, this chapter identies 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 can help identify and resolve the
problem more quickly.
WARNING! To reduce the risk of electric shock or damage to the equipment:
● Do not disable the power cord grounding plug. The grounding plug is an important safety feature.
● Plug the power cord into a grounded (earthed) outlet that is easily accessible at all times.
● Disconnect power from the equipment by unplugging the power cord from the AC outlet.
● Before disassembling notebooks, always disconnect power and remove the battery.
IMPORTANT: 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
● Create a common ground for the equipment that you are working on by connecting the static-free mat,
● For more information, see Electrostatic discharge information on page 34.
IMPORTANT: The computer includes customer self-repair parts and parts that should be accessed only by an
authorized service provider. Accessing parts described in the chapter titled "Removal and replacement
procedures for authorized service provider only parts" can damage the computer or void the computer warranty.
Resources
Use this table to locate troubleshooting resources.
the ground.
static strap, and peripheral units to that piece of equipment.
ENWW 73
Table 6-1 Troubleshooting resources and their descriptions
HP Resource Tool Description Link
HP Elite Support Provides live HP Premium support (available 24/7) to
HP Customer Support Provides important support, such as warranty, support
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
Elite computers.
cases, drivers, Customer Advisories, Customer and
Security Bulletins, and Product Change Notices.
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
https://support.hp.com/us-en/contact-hp
http://sawpro.atlanta.hp.com/km/saw/
home.do
http://www.intel.com/content/www/us/en/
homepage.html
http://www.amd.com
http://www.nvidia.com
74 Chapter 6 Troubleshooting guide ENWW
General troubleshooting steps
This section helps 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: You can ignore troubleshooting steps that do not apply to your issue.
Table 6-2 Troubleshooting methodology and general troubleshooting steps
Identify issue Analyze issue Resolve issue Verify solution
1. Understand the issue
on page 77
2. Examine the environment
on page 80
3. Perform a visual inspection
of hardware on page 80
4. Update BIOS and drivers
on page 82
5. Remove or uninstall recently
added hardware, software
on page 83
6. HP Hardware Diagnostics and
Tools on page 84
7. Status lights, blinking light
codes, troubleshooting lights, and
POST error messages on page 87
8. Hard reset on page 90
9. Soft reset (Default Settings) on page 91
10. Reseat cables and connections
on page 91
11. Test with minimum conguration
on page 93
12. Test with veried working conguration
(hardware or operating system)
on page 94
13. Replace the system board on page 94
Verify solution
on page 95
ENWW General troubleshooting steps 75
Identify the issue
Use these guidelines to correctly determine the problem.
76 Chapter 6 Troubleshooting guide ENWW
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.
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 6-3 Boot-up sequence and associated failures
Item Procedure
Startup After you press the power button, the computer boots after all internal power rails (such as 5 V, 3.3 V) are stable.
POST (UEFI/BIOS) Power-On Self-Test (POST) veries that hardware components (such as processor, hard drive, memory) are
Conrm that power lights are on and fan is spinning.
Common issues: all lights are o; troubleshooting lights are on; computer does not boot; video is absent.
functional. When POST is complete, the HP logo appears briey and then disappears.
If there are errors, the computer may exhibit blinking lights and POST error messages, and so on.
Common issues: lights blink; error message appears; system hangs (lock up or freezes)
Performance
(operating system)
System boots to operating system, and Windows logo screen appears.
Common issues: hangs, blue screen, distorted video, driver conict, slow performance, display issue (dead pixel),
I/O issue (no speaker sound), wireless/audio unavailable, noise.
See Analyze the issue on page 83 table for detailed troubleshooting information.
ENWW General troubleshooting steps 77
Failure classication
Failure classication is a breakdown of dierent types of failures and symptoms that could occur during the
boot-up sequence.
Failure classication by boot-up sequence on page 78 and Failure classication by hardware devices
on page 79 represent the failure classication for common notebook failures.
Failure classication by boot-up sequence on page 78 categorizes failures by the boot-up sequence.
1. Power-on: Common issues are no power, recycle, or reboot.
2. POST: Common issues are no boot (despite power), light ash, or diagnostics error.
3. Performance: Common issues are Intermittent Loss of Power, Blue Screen, Hang. In many cases, issues can
be identied and associated with particular hardware (for example, display or storage).
Failure classication by hardware devices on page 79 categorizes failures by hardware:
● Display
● I/O (input/output) devices
● Storage
● Mechanical
A single symptom can be listed under dierent groups. For example, No Video can belong to (1) power-on or (4)
display; but ickering when turned on should be listed in (4) display. Or, in another example, a blue screen can be
caused by a driver conict in performance (4), but it can also be caused by a defective hard drive under (6)
storage. Therefore, failures that share similar symptoms are noted.
If possible, make a record of the failure symptom, the phase of the boot-up sequence where the failure occurs,
and the most likely location in the failure tree (Failure classication by boot-up sequence on page 78 and
Failure classication by hardware devices on page 79). This record helps isolate the issue and indicate the next
steps. For example, when the computer is running the operating system, it can 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, you can classify a Bluetooth issue under I/O Device if needed.
Failure classication by boot-up sequence
Use this table to locate failure classication information.
78 Chapter 6 Troubleshooting guide ENWW
Table 6-4 Failure classication by boot-up sequence
1. Power-on 2. POST 3. Performance
1. No power on page 99
2. Intermittent power-on, shutdown,
reboot on page 101
a
3. AC adapter issue on page 102
1. No video (with power) on page 107
2. Blinking lights on page 108
3. Diagnostic error messages
on page 108
1.
Intermittent shutdown on page 110
2. Blue screen on page 111
3. Freeze at Windows Logo (hang or lockup)
on page 111
a
b
4. Battery not recognized, not charging
on page 103
5. Battery discharges too fast
on page 105
6. Burnt smell on page 105
a,b,c
similar symptoms
Failure classication by hardware devices
To determine failure by device, use this table.
4. BIOS password on page 109
4. Electromagnetic Interference (EMI)
on page 112
5. No wake up on page 113
6. Unresponsive on page 114
7. Slow performance on page 115
c
8. HP Smart Adapter warning message
on page 115
9. Incorrect time and date on page 116
ENWW General troubleshooting steps 79
Table 6-5 Failure classication by hardware devices
4. Display 5. I/O devices 6. Storage 7. Mechanical
1. Display anomalies
on page 118
2. Dead pixel on page 120
3. No video (internal)
on page 120
4. No video (external)
on page 120
5. DisplayPort/VGA
on page 121
6. HDMI on page 121
7. No or bad external video
via docking on page 122
8. Incorrect or missing color/
distorted image
on page 122
9. Touch screen on page 123
b,c,d
similar symptoms
d
d
1. Keyboard on page 125
2. Keyboard pointing stick
(select products only)
on page 126
3. Keyboard backlight
on page 126
4. Touchpad on page 127
5. Network connectivity
(RJ-45 jack) on page 127
6. Network connectivity
wireless (WLAN)
on page 128
7. WWAN on page 128
8. USB on page 129
9. Smart card reader
on page 130
10. Speaker, headphone audio issues on page 131
11. Thunderbolt (TB)
on page 132
1. Hard drive or solid-state
drive not recognized
on page 134
2. No boot to operating
system (no read-write
error) on page 135
3. Read-write error
on page 136
4. Slow performance
on page 137
5. Blue screen (BSOD) error
on page 137
6. Noisy hard drive
on page 137
c
b
1. Noise (sound) on page 139
2. Fan runs constantly
on page 139
3. Thermal shutdown (hot)
on page 141
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 might be needed. Perform the following environment inspections:
● Check all cables and connections to be sure that no connections are loose.
● Conrm that power sources are good, such as AC outlet or adapter (110 V/220 V ac), power strip. Test with
a veried working AC outlet.
● Check for compatibility issues between the computer and third-party devices, peripherals, uncertied
devices, incompatible hardware (for instance, 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, two-way
radios, oor mats, fans (and other electronic motors). EMI may contribute to a display freeze issue or lockup.
3. Perform a visual inspection of hardware
Perform a physical inspection of the computer.
80 Chapter 6 Troubleshooting guide ENWW
● 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.
● Look for signs of drop, movement, or vibration that may cause internal and external loose connections.
ENWW General troubleshooting steps 81
4. Update BIOS and drivers
Whenever possible, update to the latest BIOS, rmware, and drivers before troubleshooting.
IMPORTANT: 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. You can update the BIOS locally through a manual
process, through an automatic installation, or through a remote installation on multiple units.
Manually updating BIOS and drivers
Use this information to update the BIOS.
● To manually update the BIOS and drivers, see the Setup Utility (BIOS) chapter.
● See the specic BIOS update installation instructions that accompany the download.
Remotely deploying the 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 that streamlines the download, extraction, and
installation process of SoftPaqs, including BIOS and drivers.
● HP System Software Manager (SSM) is a software tool that simplies the deployment of SoftPaqs to HP
computers.
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Analyze the issue
Use these steps to evaluate and interpret the problem.
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, be sure that the new device seated properly and all cables are correctly connected. After installing the
device, restart the computer, and make sure the new device is turned 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 installed programs. For
any new hardware you have added, be sure to install the latest drivers available from the device vendor website.
ENWW General troubleshooting steps 83
6. HP Hardware Diagnostics and Tools
HP oers diagnostics and tools to diagnose hardware failure. This section describes how to use some of these
tools. Make sure to check for the latest versions before use.
HP PC Hardware Diagnostics (UEFI)
HP PC Hardware Diagnostics is a Unied Extensible Firmware Interface (UEFI) that allows you to run diagnostic
tests to determine whether the computer hardware is functioning properly.
The HP PC Hardware Diagnostics (UEFI) tool is built within BIOS (basic memory and hard drive diagnostics only),
or within new hard drives themselves. These drives contain more advanced versions of the diagnostic tool than
the BIOS-based version.
In addition, for HP authorized service partners and IT professionals who need to support a mixed environment of
older and newer HP/Compaq PCs, the HP PC Hardware Diagnostics Tool (http://www8.hp.com/us/en/campaigns/
hpsupportassistant/pc-diags.html?jumpid=va_r602_us/en/any/pps/pl_ot_ob_ds_pd/
HP_PC_Hardware_Diagnostics_cc/dt) supports a wide range of HP computers.
The tool runs outside the operating system so that it can isolate hardware failures from software issues,
whether caused by the operating system or applications. In reality, you can determine many problems using this
tool if the issue is a defective part or a loose connection (for example, reseating the keyboard cable after the tool
reports a keyboard error).
The tool has three major functions:
● System Tests check the computer’s hardware to verify that everything is functioning properly. If your
system won’t boot into Windows, try the Quick System Test. For more comprehensive testing, use the
Extensive System Test option. If the System Test did not detect a hardware problem, continue with the
Component Tests.
● Component Tests focus on selected hardware components in your computer.
● Firmware Management update your computer’s BIOS to the latest version (available separately) or rolls
back to a previous version.
1. Turn on or restart the computer, quickly press the esc key on the computer, and then press f2. The BIOS
searches three places for the diagnostic tools, in the following order:
●
1. Connected USB drive
2. Hard drive
3. BIOS
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2. When the diagnostic tool opens, use the keyboard arrow keys to select the type of diagnostic test you want
to run, and then follow the on-screen instructions.
Screen capture appearance may vary.
NOTE: Use this tool, especially when the computer cannot boot to Windows.
NOTE: If a component fails a test, write down the information so that it is available when you contact support.
The information is also available in Test Logs on the Main Menu.
For more information, see Using HP PC Hardware Diagnostics on page 167
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 le 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 http://ftp.hp.com/pub/caps-softpaq/cmit/whitepapers/
BIOS_Conguration_Utility_User_Guide.pdf.
ENWW General troubleshooting steps 85
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, 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.
Access this tool at ftp://ftp.hp.com/pub/idr/ImageDiags/. 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
You can use HP Thermal Monitor to stress the processor and GPU and monitor the temperature values of various
components in the system.
NOTE: Available only to authorized service providers and technicians.
The components that are currently monitored include the processor, GPU, ACPI thermal zones, hard drive, and
battery. The tool reads the temperatures of the components, logs the data, and helps to determine whether the
computer would overheat in the event of thermal shutdown, fan spinning loud, and so on.
Non HP diagnostics tools
Refer to the following diagnostic tools for troubleshooting help.
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.
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7. Status lights, blinking light codes, troubleshooting lights, and POST error messages
Carefully observe any behavior that 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
The following table describes basic lights on the computer.
Table 6-6 Power button functions and lights and their descriptions
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.
IMPORTANT: Pressing and holding down the power button results in the loss of unsaved
information.
If the computer stops responding and operating system shutdown procedures are ineective,
press and hold the power button.
Front power light On: The computer is on.
Front AC adapter and battery light White: The computer is connected to external power, and the battery is charged from 90% to
Front hard drive light Blinking white: The hard drive is being accessed.
Rear AC adapter light White: The computer is connected to external power.
Blinking light codes
During startup, the computer may not boot properly. If this occurs, blinking light codes can help identify the
cause.
Blinking: The computer is in the Sleep state.
O: The computer is o.
99%.
Amber: The computer is connected to external power, and the battery is charged from 0 to
90%.
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 blinks rapidly. By
default, the critical battery level is dened in Power Options as 5%.
O: The battery is fully charged.
Amber: HP 3D DriveGuard has temporarily parked the hard drive.
O: The computer is not connected to external power.
The computer uses the following blinking lights to identify a hardware component that reports an error during
startup. For more information, see Blinking lights and boot error codes on page 144.
ENWW General troubleshooting steps 87
Table 6-7 Blinking light codes and what they mean
Blink codes Error
Amber battery light: blinks 1 Hz continuously Embedded controller unable to load rmware
Caps and num lk lights = 1 blink Processor not executing code
Caps and num lk lights = 2 blinks BIOS recovery code unable to nd valid BIOS recovery image
Caps and num lk lights = 3 blinks Memory module error
Caps and num lk lights = 4 blinks Graphics controller error
Caps and num lk lights = 5 blinks System board error
Caps and num lk lights = 6 blinks Intel Trusted Execution Technology (TXT) Error
Caps and num lk lights = 7 blinks Sure Start unable to nd valid BIOS Boot Block image
Caps and num lk lights = 8 blinks Sure Start has identied a problem (Manual Recovery Policy Set)
POST error messages
The Power-On Self-Test (POST) is a series of diagnostic tests that runs automatically when the computer is
turned on. If the POST encounters a problem, visual error messages are displayed before the operating system
starts.
POST checks the following items to ensure that the computer system is functioning properly:
● Memory
● Processors
● BIOS
● Mass storage devices
● Fans
The following table describes errors encountered during HP PC Hardware Diagnostics (UEFI).
Table
6-8 System diagnostics failure codes and actions to address the failure
Test description Failure description Error code Suggested user actions
Startup Test Memory module 200 Attempt to reseat the memory module, and then repeat the test.
For details on troubleshooting issues related to the memory
module, search for support documentation at http://www.hp.com/
support.
Startup Test Hard Disk 1 SMART 301 Attempt to reseat the hard drive, and repeat the test. The hard
drive may have failed.
Boot Device Manager Boot device not found 3F0 Reset BIOS. Then reseat the hard drive, and repeat the test.
BIOS Recovery BIOS Recovery Occurred 500 This message indicates that BIOS recovery was completed
successfully. No further action is required.
BIOS Application BIOS Application Error 501 The BIOS installation may have become corrupted. Download the
latest version of the BIOS and install it.
If reinstalling the BIOS fails, contact support for further assistance.
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Table 6-8 System diagnostics failure codes and actions to address the failure (continued)
Test description Failure description Error code Suggested user actions
CMOS Recovery CMOS Recovery Occurred 502 This message indicates that CMOS recovery was completed
Battery Check Primary Battery Replace 601 This message indicates that the primary battery has very low
Wireless Modules Not installed or responding 701 Reseat the wireless LAN adapter module and antennas.
Fan Fan not operating correctly 90B The system fan may be malfunctioning. Replace the fan.
successfully. No further action is required.
capacity. Search for support documentation at
http://www.hp.com/support for details on using the HP Support
Assistant to verify the battery capacity and, if necessary, order a
replacement.
Because seating or reseating a wireless LAN adapter is unique to
each computer model, see the WLAN module removal section in
the removal and replacement chapter for further details.
Contact support if third-party wireless adapters are installed in the
computer.
ENWW General troubleshooting steps 89
Resolve the issue
The following sections help you x the issue.
8. Hard reset
A hard reset (or forced reset) erases all information in the computer's memory and may restore functionality.
Resetting the computer forces the system to clear and reestablish the connections between the BIOS and the
hardware.
For more information, see http://support.hp.com/us-en/document/c01684768.
Performing a hard reset might x the following common conditions:
● Windows stops responding.
● Computer stops before Windows loads, indicated by incomplete startup, blinking cursor on a black
background, and errors relating to operating system not found or a missing drive.
● Display suddenly goes blank and stays blank.
● Software freezes.
● Keyboard stops responding.
● The computer does not exit Sleep or Suspend state.
● An external device stops responding. Turn o the power to that device in addition to performing the steps
in this document.
Before performing a hard reset, you must disconnect or remove all peripheral devices. Start and test the
computer by itself, and if the problem is not resolved, reconnect one peripheral device at a time. To resolve the
startup or operational problem, run HP Support Assistant, or manually install all updated drivers from Microsoft
and HP.
Before beginning, turn the computer over and look for a battery compartment door (service door). On some
platforms, the battery is considered removable but not accessible.
1. Turn o the computer.
2. Remove the computer from any port replicator or docking station.
3. Disconnect all external connected peripheral devices such as USB storage devices, external displays, and
printers.
4. Unplug the AC adapter from the computer.
5. Disconnect the battery.
6. Press and hold the power button for at least 15 seconds to drain residual power.
7. Reconnect the battery and plug the AC adapter back into the computer, but do not connect any of the
peripheral devices.
8. Press the power button to turn on the computer.
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