HP ZBook Studio G4 Mobile Workstation
Maintenance and Service Guide
IMPORTANT! This document is intended for
HP authorized service providers only.
© Copyright 2017 HP Development Company,
L.P.
AMD is a trademark of Advanced Micro Devices,
Inc. Bluetooth is a trademark owned by its
proprietor and used by HP Inc. under license.
Intel and Xeon are trademarks of Intel
Corporation in the U.S. and other countries.
Windows is either a registered trademark or
trademark of Microsoft Corporation in the
United States and/or other countries. NVIDIA
and Quadro are trademarks and/or registered
trademarks of NVIDIA Corporation in the U.S.
and other countries. Red Hat Enterprise Linux is
a registered trademark of Red Hat, Inc. in the
United States and other countries.
In accordance with Microsoft’s support policy,
HP does not support the Windows 8 or
Windows 7 operating system on products
congured with Intel and AMD 7th generation
and forward processors or provide any
Windows 8 or Windows 7 drivers on
http://www.support.hp.com.
The information contained herein is subject to
change without notice. The only warranties for
HP products and services are set forth in the
express warranty statements accompanying
such products and services. Nothing herein
should be construed as constituting an
additional warranty. HP shall not be liable for
technical or editorial errors or omissions
contained herein.
Product notice
This guide describes features that are common
to most models. Some features may not be
available on your computer.
Not all features are available in all editions or
versions of Windows. Systems may require
upgraded and/or separately purchased
hardware, drivers, software or BIOS update to
take full advantage of Windows functionality.
Windows 10 is automatically updated, which is
always enabled. ISP fees may apply and
additional requirements may apply over time
for updates. Go to http://www.microsoft.com
for details.
To access the latest user guides or manuals for
your product, go to http://www.hp.com/
support, and select your country. Select Find
your product, and then follow the on-screen
instructions.
Software terms
By installing, copying, downloading, or
otherwise using any software product
preinstalled on this computer, you agree to be
bound by the terms of the HP End User License
Agreement (EULA). If you do not accept these
license terms, your sole remedy is to return the
entire unused product (hardware and software)
within 14 days for a full refund subject to the
refund policy of your seller.
For any further information or to request a full
refund of the price of the computer, please
contact your seller.
This computer may require upgraded and/ or
separately purchased hardware and/or a DVD
drive to install the Windows 7 software and
take full advantage of Windows 7 functionality.
See http://windows.microsoft.com/en-us/
windows7/get-know-windows-7 for details.
First Edition: April 2017
Document Part number: 915648-001
Important Notice about Customer Self-Repair Parts
CAUTION: Your computer includes Customer Self-Repair parts and parts that should only be accessed by an
authorized service provider. See Chapter 5, "Removal and replacement procedures for Customer Self-Repair
parts," for details. Accessing parts described in Chapter 6, "Removal and replacement procedures for
Authorized Service Provider parts," can damage the computer or void your warranty.
iii
iv Important Notice about Customer Self-Repair Parts
Safety warning notice
WARNING! To reduce the possibility of heat-related injuries or of overheating the computer, do not place
the computer directly on your lap or obstruct the computer air vents. Use the computer only on a hard, at
surface. Do not allow another hard surface, such as an adjoining optional printer, or a soft surface, such as
pillows or rugs or clothing, to block airow. Also, do not allow the AC adapter to contact the skin or a soft
surface, such as pillows or rugs or clothing, during operation. The computer and the AC adapter comply with
the user-accessible surface temperature limits dened by the International Standard for Safety of
Information Technology Equipment (IEC 60950-1).
v
vi Safety warning notice
Table of contents
1 Product description ....................................................................................................................................... 1
2 Components .................................................................................................................................................. 5
Right ....................................................................................................................................................................... 5
Left ......................................................................................................................................................................... 6
Display .................................................................................................................................................................... 7
Keyboard area ........................................................................................................................................................ 8
TouchPad ............................................................................................................................................. 8
Lights ................................................................................................................................................... 9
Buttons, speakers, and ngerprint reader ........................................................................................ 10
Special keys ....................................................................................................................................... 11
Action keys ........................................................................................................................................ 12
Bottom ................................................................................................................................................................. 13
Front ..................................................................................................................................................................... 14
Labels ................................................................................................................................................................... 15
3 Illustrated parts catalog .............................................................................................................................. 16
Computer major components .............................................................................................................................. 16
Display assembly subcomponents ...................................................................................................................... 20
Bracket Kit ............................................................................................................................................................ 21
Plastics Kit ........................................................................................................................................................... 22
Miscellaneous parts ............................................................................................................................................. 22
4 Removal and replacement procedures preliminary requirements .................................................................... 24
Tools required ...................................................................................................................................................... 24
Service considerations ......................................................................................................................................... 24
Plastic parts ....................................................................................................................................... 24
Cables and connectors ...................................................................................................................... 25
Drive handling ................................................................................................................................... 25
Grounding guidelines ........................................................................................................................................... 25
Electrostatic discharge damage ........................................................................................................ 25
Packaging and transporting guidelines .......................................................................... 27
Workstation guidelines ................................................................................ 27
5 Removal and replacement procedures for authorized service provider parts .................................................... 29
Component replacement procedures .................................................................................................................. 29
vii
Bottom cover ..................................................................................................................................... 29
Solid-state drive (M.2) ....................................................................................................................... 31
WLAN module .................................................................................................................................... 33
Memory module ................................................................................................................................ 35
RTC battery ........................................................................................................................................ 37
Thermal module ................................................................................................................................ 38
Battery ............................................................................................................................................... 41
Fingerprint reader board ................................................................................................................... 42
LED board .......................................................................................................................................... 43
TouchPad ........................................................................................................................................... 44
Display cable ..................................................................................................................................... 45
System board .................................................................................................................................... 46
I/O support bracket ........................................................................................................................... 49
Speakers ............................................................................................................................................ 50
Keyboard ........................................................................................................................................... 51
Display assembly ............................................................................................................................... 53
Top cover ........................................................................................................................................... 62
6 Troubleshooting guide ................................................................................................................................. 63
Resources ............................................................................................................................................................. 64
General troubleshooting steps ............................................................................................................................ 64
Identify the issue ............................................................................................................................... 65
1. Understand the issue .................................................................................................. 65
Boot up sequence ......................................................................................... 65
Failure classication ..................................................................................... 65
2. Examine the environment .......................................................................................... 67
3. Perform a visual inspection of hardware ................................................................... 68
4. Update BIOS and drivers ............................................................................................. 68
Manually updating BIOS and drivers ............................................................ 68
Remotely deploying BIOS and drivers .......................................................... 68
Analyze the issue ............................................................................................................................... 68
5. Remove or uninstall recently added hardware, software .......................................... 68
6. HP Hardware Diagnostics and Tools ........................................................................... 69
HP PC Hardware Diagnostics (UEFI) ............................................................. 69
HP Support Assistant (HPSA) ....................................................................... 71
HP BIOS Conguration Utility (BCU) ............................................................. 72
HP Image Diagnostic Tool ............................................................................. 72
HP Thermal Monitor ..................................................................................... 72
Non HP diagnostics tools ............................................................................. 72
7. Status lights, blinking light codes, troubleshooting lights, and POST error
messages ........................................................................................................................ 73
viii
Status lights .................................................................................................. 73
Interpreting system validation diagnostic front panel LEDs and
audible codes ................................................................................................ 74
POST error messages ................................................................................... 75
Power Good (Troubleshooting) lights .......................................................... 77
Resolve the issue ............................................................................................................................... 78
8. Hard reset .................................................................................................................... 78
9. Soft reset (Default Settings) ....................................................................................... 80
10. Reseat cables and connections ................................................................................ 80
11. Test with minimum conguration ............................................................................ 80
Essential hardware conguration ................................................................ 81
Safe mode ..................................................................................................... 81
12. Test with veried working conguration (hardware and/or operating system) ..... 82
13. Replace the system board ........................................................................................ 82
Verify solution ................................................................................................................................... 83
Helpful Hints ........................................................................................................................................................ 83
At startup ........................................................................................................................................... 83
During operation ............................................................................................................................... 83
Consulting with HP Service ............................................................................................................... 84
Common issues and possible solutions .............................................................................................................. 85
Power-on issues ................................................................................................................................ 85
No Power ......................................................................................................................... 85
Intermittent power-on, shutdown, reboot ..................................................................... 87
AC adapter issue .............................................................................................................. 88
Battery not recognized, not charging ............................................................................. 88
Battery discharges too fast ............................................................................................ 90
Burnt smell ...................................................................................................................... 91
POST .................................................................................................................................................. 91
No video (with power) ..................................................................................................... 91
Blinking lights ................................................................................................................. 92
Diagnostics error messages ........................................................................................... 93
BIOS password ................................................................................................................ 94
Performance (OS) .............................................................................................................................. 94
Intermittent shutdown ................................................................................................... 95
Blue screen ...................................................................................................................... 96
Freeze at Windows Logo (hang/lockup) ......................................................................... 98
Electromagnetic Interference (EMI) ................................................................................ 99
No wake up .................................................................................................................... 100
Unresponsive ................................................................................................................ 101
Slow performance ......................................................................................................... 101
HP Smart Adapter warning message ........................................................................... 102
ix
Incorrect time and date ................................................................................................ 102
Display ............................................................................................................................................. 103
Display anomalies ......................................................................................................... 103
Symptom .................................................................................................... 103
Quick check ................................................................................................. 104
HP PC Hardware Diagnostics (UEFI) for video test ..................................... 104
Display assembly diagram ......................................................................... 105
Dead pixel ..................................................................................................................... 105
No video (internal) ........................................................................................................ 105
No video (external) ....................................................................................................... 106
DisplayPort/VGA ........................................................................................................... 106
HDMI .............................................................................................................................. 106
No or bad external video via docking ........................................................................... 107
Incorrect or missing color/distorted image .................................................................. 107
Touch screen ................................................................................................................. 108
I/O devices ....................................................................................................................................... 109
Keyboard ....................................................................................................................... 109
Keyboard point stick ..................................................................................................... 110
Keyboard backlight ....................................................................................................... 110
TouchPad ....................................................................................................................... 111
Network Connectivity Ethernet (RJ-45 jack) ................................................................ 111
Network connectivity wireless (WLAN) ........................................................................ 112
WWAN ............................................................................................................................ 113
USB ................................................................................................................................ 114
Smart card reader ......................................................................................................... 115
Speaker, headphone - audio issues .............................................................................. 116
Thunderbolt (TB) ........................................................................................................... 117
Thunderbolt 3 dock ....................................................................................................... 118
Storage ............................................................................................................................................ 119
Hard drive/solid-state drive not recognized ................................................................ 120
No boot to operating system (no read/write error) ..................................................... 120
Read-write error ........................................................................................................... 121
Slow performance ......................................................................................................... 121
Blue screen (BSOD) error .............................................................................................. 121
Noisy hard drive ............................................................................................................ 122
Mechanical ....................................................................................................................................... 123
Fan error message - 90B .............................................................................................. 123
Noise (sound) ................................................................................................................ 124
Fan runs constantly ...................................................................................................... 125
Thermal shutdown (hot) ............................................................................................... 126
Stuck power button ...................................................................................................... 127
x
Additional information ...................................................................................................................................... 127
Acronyms ......................................................................................................................................... 127
Blinking lights and boot error codes ............................................................................................... 128
Processor not executing code ...................................................................................... 128
BIOS recovery code unable to nd valid BIOS recovery image ..................................... 128
Memory module error ................................................................................................... 129
Graphics Controller Error (No Controller) ..................................................................... 129
Failure - System Board Error ........................................................................................ 129
Intel Trusted Execution Technology (TXT) Error .......................................................... 129
Sure Start unable to nd valid BIOS Boot Block image ................................................ 129
Sure Start has identied a problem (Manual Recovery Policy Set) .............................. 130
POST Error Messages and User Actions .......................................................................................... 130
Routine Maintenance for Performance Improvement .................................................................... 131
Common Blue Screen Error Messages ............................................................................................ 132
Error message list ......................................................................................................... 132
Bug check symbolic names ........................................................................................... 132
Microsoft general troubleshooting of Windows bug check codes ............................... 133
Use Windows Debugging Tool ......................................................................................................... 133
Windows Software Development Kit (SDK) .................................................................. 134
Display Issue: Pixel Anomalies ........................................................................................................ 138
Cable management ......................................................................................................................... 139
Connector types .............................................................................................................................. 140
7 Computer Setup (BIOS), TPM, and HP Sure Start ........................................................................................... 142
Using Computer Setup ....................................................................................................................................... 142
Starting Computer Setup ................................................................................................................ 142
Using a USB keyboard or USB mouse to start Computer Setup (BIOS) ........................ 142
Navigating and selecting in Computer Setup ................................................................................. 142
Restoring factory settings in Computer Setup ............................................................................... 143
Updating the BIOS ........................................................................................................................... 143
Determining the BIOS version ...................................................................................... 143
Downloading a BIOS update ......................................................................................... 144
Changing the boot order using the f9 prompt ................................................................................ 145
TPM BIOS settings (select products only) ......................................................................................................... 145
Using HP Sure Start (select products only) ....................................................................................................... 145
8 Using HP PC Hardware Diagnostics (UEFI) ..................................................................................................... 146
Downloading HP PC Hardware Diagnostics (UEFI) to a USB device .................................................................. 146
xi
9 Backing up, restoring, and recovering ......................................................................................................... 148
Creating recovery media and backups .............................................................................................................. 148
Creating HP Recovery media (select products only) ....................................................................... 148
Using Windows tools ......................................................................................................................................... 149
Restore and recovery ......................................................................................................................................... 150
Recovering using HP Recovery Manager ........................................................................................ 150
What you need to know before you get started ........................................................... 150
Using the HP Recovery partition (select products only) .............................................. 151
Using HP Recovery media to recover ............................................................................ 151
Changing the computer boot order .............................................................................. 152
Removing the HP Recovery partition (select products only) ....................................... 153
10 Specications .......................................................................................................................................... 154
Computer specications .................................................................................................................................... 154
M.2 PCIe solid-state drive specications .......................................................................................................... 155
M.2 solid-state drive specications .................................................................................................................. 156
11 Statement of memory volatility ................................................................................................................ 157
Nonvolatile memory usage ............................................................................................................................... 159
Questions and answers ..................................................................................................................................... 161
Using HP Sure Start (select models only) .......................................................................................................... 162
12 Power cord set requirements .................................................................................................................... 163
Requirements for all countries .......................................................................................................................... 163
Requirements for specic countries and regions ............................................................................................. 164
13 Recycling ................................................................................................................................................ 166
Index ........................................................................................................................................................... 167
xii
1 Product description
Category Description
Product Name HP ZBook Studio G4 Mobile Workstation
Processors 7th Generation Intel® Core™ processors
Intel Core i7-7820HQ 2.9-GHz (turbo up to 3.9-GHz) processor (2400-MHz front-side bus
(FSB), 8.0-MB L3 cache, 45 W)
Intel Core i7-7700HQ 2.8-GHz (turbo up to 3.8-GHz) processor (2400-MHz FSB, 6.0-MB L3
cache, 45 W)
Intel Core i5-7440HQ 2.8-GHz (turbo up to 3.8-GHz) processor (2400-MHz FSB, 6.0-MB L3
cache, 45 W)
Intel Core i5-7300HQ 2.5-GHz (turbo up to 3.5-GHz) processor (2400-MHz FSB, 6.0-MB L3
cache, 45 W)
7th Generation Intel Xeon processors
Intel Xeon E3-1535M v6, 3.1-GHz (turbo up to 4.2-GHz) processor (2400-MHz front-side bus
(FSB), 8.0-MB L3 cache, 45 W)
Intel Xeon E3-1505M v6, 3.0-GHz (turbo up to 4.0-GHz) processor (2133-MHz front-side bus
(FSB), 8.0-MB L3 cache, 45 W)
Chipset Mobile Intel CM238 chipset
Graphics Intel UMA Graphics - with shared video memory
GT2 Integrated Graphics
Discrete graphics
NVIDIA® Quadro® M1200M (N17P-Q1 with 4-GB GDDR5 graphics subsystem memory (256MB×32, 1.35-V, 6Gbps, Qty 4)
Support "No Discrete Graphics" option
Support for hybrid (switchable) graphics
Support NVIDIA Optimus Technology
Support for open GL
Support for DisplayPort 1.2 (supported through Thunderbolt 3)
Support for NVIDIA Mosaic Technology
Panel 39.6 cm (15.6 in), antiglare, LED backlight, 16:9 aspect ratio
FHD (1920×1080), UWVA, 72% CG. slim, 300 nits with or without camera
FHD (1920×1080), UWVA, 72% CG, slim, 300 nits, touch screen, with camera
UHD (3840×2160), UWVA, 95% NTSC, 340 nits with or without camera
UHD (3840×2160), UWVA, Dream Color 3, 95% NTSC, 340 nits with or without camera
Memory Four customer-accessible/upgradable memory module slots
Support for DDR4 2400-MHz, dual channel memory
Support for 32-GB of system RAM in the following congurations:
1
Category Description
DDR4-2400 (for use in models with Core processors):
●
32768-MB total system memory (16384-MB×2 or 8192-MB×4)
●
16384-MB total system memory (16384-MB×1, 8192-MB×2, or 4096-MB×4)
●
8192-MB total system memory (8192-MB×1, 4096-MB×2)
ECC DDR4-2400 (for use in models with Xeon processors):
●
32768-MB total system memory (16384-MB×2 or 8192-MB×4)
●
16384-MB total system memory (16384-MB×1, 8192-MB×2)
●
8192-MB total system memory (8192-MB×1)
Primary M.2 storage M.2 (NGFF) SS/DS Solid State Drive (2280)
SATA
512-GB SATA-3 SS TLC FIPS-140-2
256-GB SATA-3 Self-Encrypting Drive (Opal 2) TLC
128-GB SATA-3
PCIe
1-TB, NVMe, MLC (Z Turbo Drive)
512-GB, NVMe, MLC (Z Turbo Drive)
512-GB, NVMe, Opal 2, TLC (Z Turbo Drive)
256-GB, NVMe, MLC (Z Turbo Drive)
256-GB, NVMe,TLC (Z Turbo Drive)
Secondary M.2 storage M.2 (NGFF) SS/DS Solid State Drive (2280) (only available if primary M.2 drive is selected):
SATA
512-GB SATA-3 SS TLC FIPS-140-2
256-GB SATA-3 Self-Encrypting Drive (Opal 2) TLC
128-GB SATA-3
PCIe (not available if primary M.2 SATA drive is selected)
1-TB, NVMe, MLC (Z Turbo Drive)
512-GB, NVMe, MLC (Z Turbo Drive)
512-GB, NVMe, Opal 2, TLC (Z Turbo Drive)
256-GB, NVMe, MLC (Z Turbo Drive)
256-GB, NVMe,TLC (Z Turbo Drive)
Audio and video Stereo speakers (2)
Dual array microphone (dual mic conguration tied to camera)
HP Bang & Olufsen Audio
HD 720p camera
Intel SST Audio
Support for no camera option
Ethernet Intel I219-LM Gigabit Network Connection (10/100/1000 Ethernet)
2 Chapter 1 Product description
Category Description
S3/S4/S5 wake on LAN
Wireless WLAN
WLAN options via minicard
Two WLAN antennas built into display assembly
Support "No WLAN/No Bluetooth" option
IBluetooth Disabled IOPT
Support for Miracast
Support for the following WLAN formats:
●
Intel Dual band wireless-AC 8265 802.11AC 2x2 WiFi + BT 4.2 Combo Adaptor (vPro)
●
Intel Dual band wireless-AC 8265 802.11AC 2x2 WiFi + BT 4.2 Combo Adaptor (non-vPro)
WPAN
Bluetooth® 4.2 only supported via combo card
External media cards Integrated SD UHS-II ash media slot
Supports next generation SD, SDHC, SDXC
Ports Multi-Pin AC Port
Combination mic-in/stereo headphone jack
RJ-45 (Ethernet)
USB Type-C Thunderbolt
USB 3.0 (2)
USB 3.0 charging
HDMI 1.4
Docking Docking support for HP Thunderbolt Docking Station
Keyboard/pointing devices Keyboard
Backlit
DuraKeys
TouchPad
On/o button
Glass with chemical etched surface
Taps enabled by default
Gestures enabled by default:
●
2-nger scrolling
●
2-nger zoom (pinch)
Image sensor TouchPad
Power requirements AC adapter
150-W, HP Smart Adapter, slim
Battery
8-cell, 92.4-WHr, 2.7-AHr, Long Life, Li-ion battery
3
Category Description
4-cell, 64-WHr, 4.21-AHr, Long Life, Li-ion battery
Power cord (localized)
3-wire plug, 1.0 m (with ground pin and tag)
Security Support security lock
Trusted platform module (TPM) 2.0 (Inneon; soldered down)
Fingerprint reader
BIOS Preboot power on - BIOS option (Password, Fingerprint)
Drive Encryption preboot option (ngerprint, password, smart card)
Operating system Preinstalled
Windows 10 Home 64 High-end
Windows 10 Home 64 High-end Single Language
Windows 10 Home 64 Chinese Market CPPP
Windows 10 Professional 64
FreeDOS 2.0
Restore media
Windows 10 DRUSB
Windows 10 DRDVD
Win 10 Pro 64 OSUSB
Win 10 Pro 64 OSDVD
Certied:
Microsoft WHQL
Red Hat Enterprise Linux 6 (RHEL)
Red Hat Enterprise Linux 7 (RHEL)
Web-only support:
Windows 10 Enterprise 64 LTSB 1507
Windows 10 Enterprise 64
Tested and documented
Windows 7 Professional 64
Windows 7 Enterprise 64
Serviceability End user replaceable parts
AC adapter
4 Chapter 1 Product description
2 Components
NOTE: The term “hard drive”, “hard disk”, and/or “solid-state drive (SSD)” is used to generically refer the
computer’s primary mass storage.
Right
Component Description
(1) Audio-out (headphone)/
Audio-in (microphone)
combo jack
(2) USB 3.x SuperSpeed port Connects a USB device, such as a cell phone, camera, activity tracker, or smartwatch,
(3) HDMI port Connects an optional video or audio device, such as a high-denition television, any
(4) USB Type-C SuperSpeed
and Thunderbolt ports (2)
Connects optional powered stereo speakers, headphones, earbuds, a headset, or a
television audio cable. Also connects an optional headset microphone. This jack does
not support optional standalone microphones.
WARNING! To reduce the risk of personal injury, adjust the volume before putting on
headphones, earbuds, or a headset. For additional safety information, refer to the
Regulatory, Safety, and Environmental Notices.
To access this guide:
1. Type support in the taskbar search box, and then select the HP Support
Assistant app.
‒ or –
Click the question mark icon in the taskbar.
2. Select My PC, select the Specications tab, and then select User Guides.
NOTE: When a device is connected to the jack, the computer speakers are disabled.
and provides high-speed data transfer.
compatible digital or audio component, or a high-speed High Denition Multimedia
Interface (HDMI) device.
When the computer is on, connect and charge USB devices that have Type-C
connectors, such as cell phones, cameras, activity trackers, or smartwatches, and
provide high-speed data transfer.
– or –
Connect to various USB, video, HDMI, and LAN devices.
NOTE: Cables and/or adapters (purchased separately) may be required.
– or –
Right 5
Left
Component Description
Connect a display device that has a USB Type-C connector, providing display output.
NOTE: Your computer may also support a Thunderbolt docking station.
– or –
Connect a DisplayPort device that has a USB Type-C connector, providing display
output.
(5) Power connector Connects an AC adapter.
(6) AC power light White: The computer is connected to external power.
O: The computer is not connected to external power.
Component Description
(1) Security cable slot Attaches an optional security cable to the computer.
NOTE: The security cable is designed to act as a deterrent, but it may not prevent
the computer from being mishandled or stolen.
(2) RJ-45 (network) jack/status
lights
(3) USB 3.x SuperSpeed port Connects a USB device, such as a cell phone, camera, activity tracker, or smartwatch,
(4) USB 3.x charging port When the computer is on, connects and charges a USB device, such as a cell phone,
(5) Memory card reader Reads optional memory cards that store, manage, share, or access information.
Connects a network cable.
●
Green (right): The network is connected.
●
Blinking amber (left): Activity is occurring on the network.
and provides high-speed data transfer.
camera, activity tracker, or smartwatch, and provides high-speed data transfer.
To insert a card:
1. Hold the card label-side up, with the connectors facing the computer.
2. Insert the card into the memory card reader, and then press in on the card until it
is rmly seated.
To remove a card:
▲ Press in on the card, and then remove it from the memory card reader.
6 Chapter 2 Components
Display
Component Description
(1) WLAN antennas* (2) (internal; select products only) Send and receive wireless signals to communicate with wireless local
area networks (WLANs).
(2) Internal microphones (2) (select products only) Record sound.
(3) Camera light (select products only) On: The camera is in use.
(4) Camera (select products only) Records video and captures photographs. Some models allow you to
video conference and chat online using streaming video.
To use the camera:
▲ Type camera in the taskbar search box, and then select
Camera.
*The antennas are not visible from the outside of the computer. For optimal transmission, keep the areas immediately around the
antennas free from obstructions.
For wireless regulatory notices, see the section of the Regulatory, Safety, and Environmental Notices that applies to your country or
region.
To access this guide:
1. Type support in the taskbar search box, and then select the HP Support Assistant app.
‒ or –
Click the question mark icon in the taskbar.
2. Select My PC, select the Specications tab, and then select User Guides.
Display 7
Keyboard area
TouchPad
Component Description
(1) TouchPad on/o button and light Turns the TouchPad on and o.
●
Amber: The TouchPad is o.
●
O: The TouchPad is on.
(2) TouchPad zone Reads your nger gestures to move the pointer or activate
items on the screen.
8 Chapter 2 Components
Lights
Component Description
(1) Power light
(2) Caps lock light On: Caps lock is on, which switches the key input to all capital
(3) Microphone mute light
(4) Num lk light On: Num lock is on.
(5) Wireless light
(6) Mute light
●
On: The computer is on.
●
Blinking: The computer is in the Sleep state, a power-saving
state. The computer shuts o power to the display and
other unneeded components.
●
O: The computer is o or in Hibernation. Hibernation is a
power-saving state that uses the least amount of power.
letters.
●
Amber: Microphone is o.
●
O: Microphone is on.
●
White: An integrated wireless device, such as a wireless
local area network (WLAN) device and/or a Bluetooth®
device, is on.
●
Amber: All wireless devices are o.
●
Amber: Computer sound is o.
●
White: Computer sound is on.
(7) TouchPad light
●
Amber: The TouchPad is o.
●
O: The TouchPad is on.
Keyboard area 9
Buttons, speakers, and ngerprint reader
Component Description
(1) Power button
(2) Wireless button Turns the wireless feature on or o but does not establish a wireless connection.
(3) Volume mute button Mutes and restores speaker sound.
●
When the computer is o, press the button to turn on the computer.
●
When the computer is on, press the button briey to initiate Sleep.
●
When the computer is in the Sleep state, press the button briey to exit Sleep.
●
When the computer is in Hibernation, press the button briey to exit Hibernation.
CAUTION: Pressing and holding down the power button results in the loss of unsaved
information.
If the computer has stopped responding and shutdown procedures are ineective, press
and hold the power button for at least 5 seconds to turn o the computer.
To learn more about your power settings, see your power options.
▲ Type power options in the taskbar search box, and then select Power Options.
‒ or –
Right-click the Power meter icon and then select Power Options.
A wireless network must be set up before a wireless connection is possible.
(4) Speakers (2) Produce sound.
(5) Fingerprint reader (select
10 Chapter 2 Components
Allows a ngerprint logon to Windows, instead of a password logon.
products only)
Special keys
Component Description
(1) esc key Displays system information when pressed in combination with the fn key.
(2) fn key Executes frequently used system functions when pressed in combination
with a function key, the num lk key, the esc key, or other key.
See Action keys on page 12.
(3) Windows key Opens the Start menu.
NOTE: Pressing the Windows key again will close the Start menu.
(4) Action keys Execute frequently used system functions.
See Action keys on page 12.
(5) Embedded numeric keypad A numeric keypad superimposed over the keyboard alphabet keys. When fn
+num lk is pressed, the keypad can be used like an external numeric keypad.
Each key on the keypad performs the function indicated by the icon in the
upper-right corner of the key.
NOTE: If the keypad function is active when the computer is turned o, that
function is reinstated when the computer is turned back on.
(6) Windows application key
Windows application key
(7) num lk key Turns an embedded numeric keypad on and o when pressed in combination
Displays options for a selected object.
with the fn key.
Keyboard area 11
Action keys
An action key performs the function indicated by the icon on the key. To determine which keys are on your
product, see Special keys on page 11.
▲
Icon Description
To use an action key, press and hold the key.
Initiates Sleep, which saves your information in system memory. The display and other system components
turn o and power is conserved. To exit Sleep, briey press the power button.
CAUTION: To reduce the risk of information loss, save your work before initiating Sleep.
Turns the keyboard backlight o or on.
NOTE: To conserve battery power, turn o this feature.
Switches the screen image among display devices connected to the system. For example, if a monitor is
connected to the computer, repeatedly pressing the hot key alternates the screen image from computer
display to monitor display to simultaneous display on both the computer and monitor.
Decreases the screen brightness incrementally as long as you hold down the key.
Increases the screen brightness incrementally as long as you hold down the key.
Decreases speaker volume incrementally while you hold down the key.
Increases speaker volume incrementally while you hold down the key.
Mutes the microphone.
NOTE: The action key feature is enabled at the factory. You can disable this feature by pressing and holding
the fn key and the left shift key. The fn lock light will turn on. After you have disabled the action key feature,
you can still perform each function by pressing the fn key in combination with the appropriate action key.
12 Chapter 2 Components
Bottom
Component Description
Vents (2) Enable airow to cool internal components.
NOTE: The computer fan starts up automatically to cool internal components and
prevent overheating. It is normal for the internal fan to cycle on and o during
routine operation.
Bottom 13
Front
Component Description
(1) Wireless light
(2) Power light
(3) Battery light When AC power is connected:
●
White: An integrated wireless device, such as a
wireless local area network (WLAN) device and/or a
Bluetooth® device, is on.
●
Amber: All wireless devices are o.
●
On: The computer is on.
●
Blinking: The computer is in the Sleep state, a powersaving state. The computer shuts o power to the
display and other unneeded components.
●
O: The computer is o or in Hibernation.
Hibernation is a power-saving state that uses the
least amount of power.
●
White: The battery charge is greater than 90 percent.
●
Amber: The battery charge is from 0 to 90 percent.
●
O: The battery is not charging.
When AC power is disconnected (battery not charging):
●
Blinking amber: The battery has reached a low
battery level. When the battery has reached a critical
battery level, the battery light begins blinking
rapidly.
●
O: The battery is not charging.
(4) Drive light
14 Chapter 2 Components
●
Blinking white: The hard drive/solid-state drive is
being accessed.
●
Amber: HP 3D DriveGuard has temporarily parked the
hard drive/solid-state drive.
Labels
The labels axed to the computer provide information you may need when you troubleshoot system
problems or travel internationally with the computer.
IMPORTANT: Check the following locations for the labels described in this section: the bottom of the
computer, inside the battery bay, under the service door, or on the back of the display.
●
Service label—Provides important information to identify your computer. When contacting support, you
will probably be asked for the serial number, and possibly for the product number or the model number.
Locate these numbers before you contact support.
Your service label will resemble one of the examples shown below. Refer to the illustration that most
closely matches the service label on your computer.
Component
(1) Model name (select products only)
(2) Product number
(3) Serial number
(4) Warranty period
●
Regulatory label(s)—Provide(s) regulatory information about the computer.
●
Wireless certication label(s)—Provide(s) information about optional wireless devices and the approval
markings for the countries or regions in which the devices have been approved for use.
Labels 15
3 Illustrated parts catalog
Computer major components
16 Chapter 3 Illustrated parts catalog
Item Component Spare part number
(1) Display assembly: The Dream Color display assembly and touch screen is spared as a whole unit assembly only. The non-
touch display assembly is spared at the subcomponent level only. For non-touch display assembly spare part information,
see Display assembly subcomponents on page 20.
15.6-in, UHD, UWVA, display assembly not equipped with a camera 921034-001
15.6-in, UHD, UWVA, display assembly equipped with a camera 921035-001
15.6-in, FHD, UWVA display assembly with a touch screen 921036-001
(2) Keyboard (includes keyboard cable):
For use in Belgium 841681-A41
For use in Brazil 841681-201
For use in Bulgaria 841681-261
For use in Canada 841681-DB1
For use in the Czech Republic and Slovakia 841681-FL1
For use in Denmark 841681-081
For use in France 841681-051
For use in Germany 841681-041
For use in Greece 841681-151
For use in Hungary 841681-211
For use in Iceland 841681-DD1
For use in India 841681-D61
For use in Israel 841681-BB1
For use in Italy 841681-061
For use in Japan 841681-291
For use in Latin America 841681-161
For use in the Netherlands 841681-B31
For use in Northwest Africa 841681-FP1
For use in Norway 841681-091
For use in Portugal 841681-131
For use in Romania 841681-271
For use in Russia 841681-251
For use in Saudi Arabia 841681-171
For use in Slovenia 841681-BA1
For use in South Korea 841681-AD1
For use in Spain 841681-071
For use in Sweden and Finland 841681-B71
For use in Switzerland 841681-BG1
Computer major components 17
Item Component Spare part number
For use in Taiwan 841681-AB1
For use in Thailand 841681-281
For use in Turkey 841681-141
For use in the United Kingdom and Singapore 841681-031
For use in the United States 841681-001
(3) Top cover 840636-001
(4) RTC battery (includes cable and double-sided adhesive) 922948-001
(5) Speakers (include cable) 840958-001
(6) TouchPad (includes cable) 840962-001
(7) Fingerprint reader board (includes bracket) 840952-001
(8) LED board 922947-001
(9) System board (includes processor and replacement thermal material):
All system boards use the following part numbers:
xxxxxx-001: Windows 7 or non-Windows operating systems
xxxxxx-601: Windows 10 operating system
Intel Xeon E3-1535M processor and discrete graphics memory 921020-xxx
Intel Xeon E3-1505M processor and discrete graphics memory 921019-xxx
Intel Core i7-7820HQ processor and discrete graphics memory 921018-xxx
Intel Core i7-7820HQ processor and UMA graphics memory 921024-xxx
Intel Core i7-7700HQ processor and discrete graphics memory 921017-xxx
Intel Core i7-7700HQ processor and UMA graphics memory 921023-xxx
Intel Core i5-7440HQ processor and discrete graphics memory 921016-xxx
Intel Core i5-7440HQ processor and UMA graphics memory 921022-xxx
Intel Core i5-7300HQ processor and discrete graphics memory 921015-xxx
Intel Core i5-7300HQ processor and UMA graphics memory 921021-xxx
Thermal module (includes replacement thermal material):
(10) For use only with models with discrete graphics memory 922945-001
(11) For use only with models with UMA graphics memory 922946-001
(12) Solid-state drive (SSD)
Z Turbo drives, PCIe:
●
1-TB, MLC 921029-001
●
512-GB, MLC 921032-001
●
512-GB, self-encrypting drive (SED), OPAL 2, TLC 921033-001
●
256-GB, TLC 921031-001
18 Chapter 3 Illustrated parts catalog
Item Component Spare part number
SATA-3 drives:
(13) Memory module (DDR4-2400-MHz)
For use with Core processors:
For use with Xeon processors:
(14) WLAN module:
Intel Dual band wireless-AC 8265 802.11AC 2x2 WiFi + BT 4.2 Combo Adaptor (non-vPro) 910264-852
Intel Dual band wireless-AC 8265 802.11AC 2x2 WiFi + BT 4.2 Combo Adaptor (vPro) 918855-852
●
256-GB, MLC 921026-001
●
512-GB, FIPS, TLC 921028-001
●
256-GB, SATA-3, self-encrypting drive (SED), OPAL 2 921030-001
●
128-GB 921027-001
●
16 GB 865396-852
●
8 GB 865398-852
●
4 GB 865397-852
●
16 GB, ECC 835886-001
●
8 GB, ECC 835887-001
(15) Battery, Li-ion
4-cell, 64-WHr, 4.21-AHr 808450-002
8-cell, 92-WHr, 2.987-AHr 907584-852
(16) Bottom cover 922942-001
Computer major components 19
Display assembly subcomponents
Item Component Spare part number
(1) Display bezel
For use only on computer models equipped with a camera 922943-001
For use only on computer models not equipped with a camera 922944-001
(2) Display panel
Includes display cable:
Does not include display cable:
(3) Display hinges (includes left and right hinges) 840937-001
(4) Display Cable Kit 840938-001
(5) Camera module (includes double-sided adhesive) 840965-001
(6) Antenna (left and right) 840940-001
●
FHD 936514-001
●
UHD 936515-001
●
FHD 819355-006
●
UHD 819356-006
20 Chapter 3 Illustrated parts catalog
Item Component Spare part number
(7) Thermal board 840956-001
(8) Display panel bracket (only spared with UHD displays; included in Bracket Kit, spare part
(9) Display enclosure 922941-001
Bracket Kit
840966-001 (Bracket Kit)
number 840966-001)
Item Component Spare part number
Bracket Kit 840966-001
(1) EDP bracket
(2) Display panel bracket, left
(3) Display panel bracket, right
(4) 2nd SSD bracket
(5) I/O support bracket
Bracket Kit 21
Plastics Kit
Item Component Spare part number
Plastics Kit 840964-001
(1) Fingerprint reader insert
(2) Card reader insert
Miscellaneous parts
Component Spare part number
AC adapter
200-W HP Smart adapter (PFC, 4.5-mm) 835888-001
150-W HP Smart adapter (PFC, 4.5-mm) 776620-001
65-W HP Smart adapter (nPFC, 4.5-mm) 710412-001
Power cord (3-pin, black, 1.0-m):
For use in Argentina 401300-010
For use in Australia 213356-011
For use in Brazil 438722-007
For use in Denmark 213353-011
For use in Europe 213350-012
For use in India 404827-006
For use in Israel 398063-006
For use in Italy 213352-011
22 Chapter 3 Illustrated parts catalog
Component Spare part number
For use in Japan 349756-005
For use in North America 213349-013
For use in the People's Republic of China 286497-011
For use in South Africa 361240-005
For use in South Korea 267836-011
For use in Switzerland 213354-011
For use in Taiwan 393313-006
For use in Thailand 285096-010
For use in the United Kingdom and Singapore 213351-011
HP USB External DVD+RW Drive 747080-001
HP Professional Slim Top Load Case 703888-001
HP Business Top Load Case 718550-001
Fingerprint reader insert (for use in models without a ngerprint reader; included in Plastic Kit, spare
part number 840964-001)
Card reader insert (included in Plastic Kit, spare part number 840964-001) 840964-001 (Plastic Kit)
HP Ultraslim Keyed Cable Lock 703372-001
HP Elite USB-C Docking Station 844549-001
Adapters
HP USB-C to DisplayPort adapter 831753-001
HP HDMI to DVI Adapter 749038-001
HP USB-C to VGA Adapter 831751-001
HP USB-C to HDMI Adapter 831752-001
Screw Kit 840939-001
Mouse
HP USB laser 674318-001
HP Wireless 691922-001
HP Ultrathin Bluetooth Mouse 811730-001
840964-001 (Plastic Kit)
Miscellaneous parts 23
4 Removal and replacement procedures
preliminary requirements
Tools required
You will need the following tools to complete the removal and replacement procedures:
●
Flat-bladed screw driver
●
Magnetic screw driver
●
Phillips P0 and P1 screw drivers
●
Torx screwdriver
Service considerations
The following sections include some of the considerations that you must keep in mind during disassembly
and assembly procedures.
NOTE: As you remove each subassembly from the computer, place the subassembly (and all accompanying
screws) away from the work area to prevent damage.
Plastic parts
CAUTION: Using excessive force during disassembly and reassembly can damage plastic parts. Use care
when handling the plastic parts. Apply pressure only at the points designated in the
maintenance instructions.
24 Chapter 4 Removal and replacement procedures preliminary requirements
Cables and connectors
CAUTION: When servicing the computer, be sure that cables are placed in their proper locations during the
reassembly process. Improper cable placement can damage the computer.
Cables must be handled with extreme care to avoid damage. Apply only the tension required to unseat or seat
the cables during removal and insertion. Handle cables by the connector whenever possible. In all cases, avoid
bending, twisting, or tearing cables. Be sure that cables are routed in such a way that they cannot be caught
or snagged by parts being removed or replaced. Handle ex cables with extreme care; these cables tear
easily.
Drive handling
CAUTION: Drives are fragile components that must be handled with care. To prevent damage to
the computer, damage to a drive, or loss of information, observe these precautions:
Before removing or inserting a hard drive, shut down the computer. If you are unsure whether the computer is
o or in Hibernation, turn the computer on, and then shut it down through the operating system.
Before handling a drive, be sure that you are discharged of static electricity. While handling a drive, avoid
touching the connector.
Before removing an optical drive, be sure that a disc is not in the drive and be sure that the optical drive tray is
closed.
Handle drives on surfaces covered with at least one inch of shock-proof foam.
Avoid dropping drives from any height onto any surface.
After removing a hard drive or an optical drive, place it in a static-proof bag.
Avoid exposing an internal hard drive to products that have magnetic elds, such as monitors or speakers.
Avoid exposing a drive to temperature extremes or liquids.
If a drive must be mailed, place the drive in a bubble pack mailer or other suitable form of protective
packaging and label the package “FRAGILE.”
Grounding guidelines
Electrostatic discharge damage
Electronic components are sensitive to electrostatic discharge (ESD). Circuitry design and structure determine
the degree of sensitivity. Networks built into many integrated circuits provide some protection, but in many
cases, ESD contains enough power to alter device parameters or melt silicon junctions.
A discharge of static electricity from a nger or other conductor can destroy static-sensitive devices or
microcircuitry. Even if the spark is neither felt nor heard, damage may have occurred.
An electronic device exposed to ESD may not be aected at all and can work perfectly throughout a normal
cycle. Or the device may function normally for a while, then degrade in the internal layers, reducing its life
expectancy.
Grounding guidelines 25
CAUTION: To prevent damage to the computer when you are removing or installing internal components,
observe these precautions:
Keep components in their electrostatic-safe containers until you are ready to install them.
Before touching an electronic component, discharge static electricity by using the guidelines described in this
section.
Avoid touching pins, leads, and circuitry. Handle electronic components as little as possible.
If you remove a component, place it in an electrostatic-safe container.
The following table shows how humidity aects the electrostatic voltage levels generated by
dierent activities.
CAUTION: A product can be degraded by as little as 700 V.
Typical electrostatic voltage levels
Relative humidity
Event 10% 40% 55%
Walking across carpet 35,000 V 15,000 V 7,500 V
Walking across vinyl oor 12,000 V 5,000 V 3,000 V
Motions of bench worker 6,000 V 800 V 400 V
Removing DIPS from plastic tube 2,000 V 700 V 400 V
Removing DIPS from vinyl tray 11,500 V 4,000 V 2,000 V
Removing DIPS from styrene foam 14,500 V 5,000 V 3,500 V
Removing bubble pack from PCB 26,500 V 20,000 V 7,000 V
Packing PCBs in foam-lined box 21,000 V 11,000 V 5,000 V
26 Chapter 4 Removal and replacement procedures preliminary requirements
Packaging and transporting guidelines
Follow these grounding guidelines when packaging and transporting equipment:
●
To avoid hand contact, transport products in static-safe tubes, bags, or boxes.
●
Protect ESD-sensitive parts and assemblies with conductive or approved containers or packaging.
●
Keep ESD-sensitive parts in their containers until the parts arrive at static-free workstations.
●
Place items on a grounded surface before removing items from their containers.
●
Always be properly grounded when touching a component or assembly.
●
Store reusable ESD-sensitive parts from assemblies in protective packaging or nonconductive foam.
●
Use transporters and conveyors made of antistatic belts and roller bushings. Be sure that mechanized
equipment used for moving materials is wired to ground and that proper materials are selected to avoid
static charging. When grounding is not possible, use an ionizer to dissipate electric charges.
Workstation guidelines
Follow these grounding workstation guidelines:
●
Cover the workstation with approved static-shielding material.
●
Use a wrist strap connected to a properly grounded work surface and use properly grounded tools and
equipment.
●
Use conductive eld service tools, such as cutters, screw drivers, and vacuums.
●
When xtures must directly contact dissipative surfaces, use xtures made only of static-safe materials.
●
Keep the work area free of nonconductive materials, such as ordinary plastic assembly aids and styrene
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.
Grounding guidelines 27
Equipment guidelines
Grounding equipment must include either a wrist strap or a foot strap at a grounded workstation.
●
When seated, wear a wrist strap connected to a grounded system. Wrist straps are exible straps with a
minimum of one megohm ±10% resistance in the ground cords. To provide proper ground, wear a strap
snugly against the skin at all times. On grounded mats with banana-plug connectors, use alligator clips
to connect a wrist strap.
●
When standing, use foot straps and a grounded oor mat. Foot straps (heel, toe, or boot straps) can be
used at standing workstations and are compatible with most types of shoes or boots. On conductive
oors or dissipative oor mats, use foot straps on both feet with a minimum of one megohm resistance
between the operator and ground. To be
with the skin.
The following grounding equipment is recommended to prevent electrostatic damage:
●
Antistatic tape
●
Antistatic smocks, aprons, and sleeve protectors
●
Conductive bins and other assembly or soldering aids
●
Nonconductive foam
●
Conductive tabletop workstations with ground cords of one megohm resistance
●
Static-dissipative tables or oor mats with hard ties to the ground
eective, the conductive equipment must be worn in contact
●
Field service kits
●
Static awareness labels
●
Material-handling packages
●
Nonconductive plastic bags, tubes, or boxes
●
Metal tote boxes
●
Electrostatic voltage levels and protective materials
The following table lists the shielding protection provided by antistatic bags and oor mats.
Material Use Voltage protection level
Antistatic plastics Bags 1,500 V
Carbon-loaded plastic Floor mats 7,500 V
Metallized laminate Floor mats 5,000 V
28 Chapter 4 Removal and replacement procedures preliminary requirements
5 Removal and replacement procedures for
authorized service provider parts
CAUTION: Components described in this chapter should be accessed only by an authorized service provider.
Users who access these parts can damage the computer or void the warranty.
Component replacement procedures
There are as many as 70 screws that must be removed, replaced, and/or loosened when servicing the parts
described in this chapter. Make special note of each screw size and location during removal and replacement.
Bottom cover
Description Spare part number
Bottom cover 922942-001
Before removing the bottom cover, follow these steps:
1. Turn o the computer. If you are unsure whether the computer is o or in Hibernation, turn the
computer on, and then shut it down through the operating system.
2. Disconnect the power from the computer by unplugging the power cord from the computer.
3. Disconnect all external devices from the computer.
Remove the bottom cover:
1. Loosen the 4 captive Torx screws (1) that secure the rear vent panel to the computer.
Component replacement procedures 29
2. Lift the rear vent panel o the computer (2).
3. Loosen the 7 captive Torx screws (1) that secure the bottom cover to the computer.
4. Lift the bottom cover o the computer (2).
Reverse this procedure to install the bottom cover.
30 Chapter 5 Removal and replacement procedures for authorized service provider parts
Solid-state drive (M.2)
Description Spare part number
Z Turbo drives, PCIe
1-TB, MLC 921029-001
512-GB, MLC 921032-001
512-GB, self-encrypting drive (SED), OPAL 2, TLC 921033-001
256-GB, TLC 921031-001
256-GB, MLC 921026-001
SATA-3 drives:
512-GB, FIPS, TLC 921028-001
256-GB, SATA-3, self-encrypting drive (SED), OPAL 2 921030-001
128-GB 921027-001
Solid-state drive bracket (included in Bracket Kit, spare part number 840966-001) 840966-001 (Bracket Kit)
The system board includes two M.2 solid-state drive connectors. Only use the connector shown by callout (1)
in the following image. Do not use the connector shown by callout (2).
Before removing the solid-state drive, follow these steps:
1. Turn o the computer. If you are unsure whether the computer is o or in Hibernation, turn the
computer on, and then shut it down through the operating system.
2. Disconnect the power from the computer by unplugging the power cord from the computer.
3. Disconnect all external devices from the computer.
Component replacement procedures 31
4. Remove the bottom cover (see Bottom cover on page 29).
5. Disconnect the battery cable from the system board (see Battery on page 41).
Remove the solid-state drive:
1. Remove the Phillips PM2.0×3.5 screw (1) that secures the solid-state drive to the system board.
NOTE: If the module springs up when the screw is removed, be sure to remove the module at the angle
dictated by the spring mechanism.
When installing the module, be sure to insert the module at the angle that it sits after the screw is
removed and the module springs up.
2. Remove the solid-state drive (2) by pulling the drive away from the slot at an angle.
Reverse this procedure to install the solid-state drive.
32 Chapter 5 Removal and replacement procedures for authorized service provider parts
WLAN module
Description Spare part number
Intel Dual band wireless-AC 8265 802.11AC 2x2 WiFi + BT 4.2 Combo Adaptor (non-vPro) 910264-852
Intel Dual band wireless-AC 8265 802.11AC 2x2 WiFi + BT 4.2 Combo Adaptor (vPro) 918855-852
CAUTION: To prevent an unresponsive system, replace the wireless module only with a wireless module
authorized for use in the computer by the governmental agency that regulates wireless devices in your
country or region. If you replace the module and then receive a warning message, remove the module to
restore device functionality, and then contact technical support.
Before removing the WLAN module, follow these steps:
1. Turn o the computer. If you are unsure whether the computer is o or in Hibernation, turn the
computer on, and then shut it down through the operating system.
2. Disconnect the power from the computer by unplugging the power cord from the computer.
3. Disconnect all external devices from the computer.
4. Remove the bottom cover (see Bottom cover on page 29).
5. Disconnect the battery cable from the system board (see Battery on page 41).
Remove the WLAN module:
1. Disconnect the WLAN antenna cables (1) from the terminals on the WLAN module.
NOTE: The WLAN antenna cable labeled “1” connects to the WLAN module “Main” terminal labeled “1”.
The WLAN antenna cable labeled “2” connects to the WLAN module “Aux” terminal labeled “2”.
2. Remove the Phillips PM2.0×3.0 screw (2) that secures the WLAN module to the system board. (The
WLAN module tilts up.)
Component replacement procedures 33
3. Remove the WLAN module (3) by pulling the module away from the slot at an angle.
NOTE: If the WLAN antenna cables are not connected to the terminals on the WLAN module, protective
sleeves should be installed on the antenna connectors, as shown in the following illustration.
Reverse this procedure to install the WLAN module.
34 Chapter 5 Removal and replacement procedures for authorized service provider parts
Memory module
Description Spare part number
For use with Core processors:
16 GB 865396-852
8 GB 865398-852
4 GB 865397-852
For use with Xeon processors:
16 GB, ECC 835886-001
8 GB, ECC 835887-001
Update BIOS before adding memory modules
Before adding new memory, make sure you update the computer to the latest BIOS.
CAUTION: Failure to update the computer to the latest BIOS prior to installing new memory may result in
various system problems.
To update BIOS:
1. Navigate to www.hp.com.
2. Click Support & Drivers > Drivers & Software.
3. In the Enter a product name/number box, type the computer model information, and then click Search.
4. Click the link for the computer model.
5. Select the operating system, and then click Next.
6. Under Step 2: Select a Download, click the BIOS link.
7. Click the link for the most recent BIOS.
8. Click the Download button, and then follow the on-screen instructions.
Before removing a memory module, follow these steps:
1. Turn o the computer. If you are unsure whether the computer is o or in Hibernation, turn the
computer on, and then shut it down through the operating system.
2. Disconnect the power from the computer by unplugging the power cord from the computer.
3. Disconnect all external devices from the computer.
4. Remove the bottom cover (see Bottom cover on page 29).
5. Disconnect the battery cable from the system board (see Battery on page 41).
Remove the memory module:
1. Spread the retaining tabs (1) on each side of the memory module slot to release the memory module.
(The memory module tilts up.)
Component replacement procedures 35
2. Remove the memory module (2) by pulling the module away from the slot at an angle.
Reverse this procedure to install a memory module.
36 Chapter 5 Removal and replacement procedures for authorized service provider parts
RTC battery
Description Spare part number
RTC battery (includes cable and double-sided adhesive) 922948-001
Before removing the RTC battery, follow these steps:
1. Turn o the computer. If you are unsure whether the computer is o or in Hibernation, turn the
2. Disconnect the power from the computer by unplugging the power cord from the computer.
3. Disconnect all external devices from the computer.
4. Remove the bottom cover (see Bottom cover on page 29).
5. Disconnect the battery cable from the system board (see Battery on page 41).
Remove the RTC battery:
1. Disconnect the RTC battery cable (1) from the system board.
2. Detach the RTC battery (2) from the base enclosure. (The RTC battery is attached to the base enclosure
computer on, and then shut it down through the operating system.
with double-sided adhesive.)
3. Remove the RTC battery and cable.
Reverse this procedure to install the RTC battery.
Component replacement procedures 37
Thermal module
NOTE: The thermal module spare part kit includes replacement thermal material.
Description Spare part number
Thermal module for use only with models with discrete graphics memory 922945-001
Thermal module for use only with models with UMA graphics memory 922946-001
Before removing the thermal module, follow these steps:
1. Turn o the computer. If you are unsure whether the computer is o or in Hibernation, turn the
computer on, and then shut it down through the operating system.
2. Disconnect the power from the computer by unplugging the power cord from the computer.
3. Disconnect all external devices from the computer.
4. Remove the bottom cover (see Bottom cover on page 29).
5. Disconnect the battery cable from the system board (see Battery on page 41).
Remove the thermal module:
1. Loosen the six captive screws (discrete models) or four captive screws (UMA models) in the middle of the
heat sink (between the fans) in the order indicated on the heat sink (1) and the two captive screws from
each fan (2).
2. Disconnect the cable for each fan from the system board (3).
3. Remove the antennas from the routing path atop the left fan (4) and the display connector from the
routing path atop the right fan (5).
38 Chapter 5 Removal and replacement procedures for authorized service provider parts
4. Remove the fan/heat sink assembly (6).
CAUTION: When lifting the heat sink out of the computer, be careful not to bend the arm that connects
the fans.
Discrete graphics models:
UMA graphics models:
NOTE: The thermal material must be thoroughly cleaned from the surfaces of the fan/heat sink assembly
and the system board components each time the fan/heat sink assembly is removed. Replacement thermal
material is included with the thermal module, processor, and system board spare part kits.
Component replacement procedures 39
Discrete graphics models:
●
Various thermal pads are used on the system board components and the heat sink sections and that
service them. See the following image for thermal pad locations.
UMA graphics models:
●
Various thermal pads are used on the system board components and the heat sink sections and that
service them. See the following image for thermal pad locations.
Reverse this procedure to install the thermal module.
40 Chapter 5 Removal and replacement procedures for authorized service provider parts
Battery
Description Spare part number
4-cell, 64-WHr, 4.21-AHr, Li-ion battery 808450-002
8-cell, 92-WHr, 2.987-AHr, Li-ion battery 907584-852
Before removing the battery, follow these steps:
1. Turn o the computer. If you are unsure whether the computer is o or in Hibernation, turn the
computer on, and then shut it down through the operating system.
2. Disconnect the power from the computer by unplugging the power cord from the computer.
3. Disconnect all external devices from the computer.
4. Remove the bottom cover (see Bottom cover on page 29).
Remove the battery:
WARNING! To reduce potential safety issues, use only the user-replaceable battery provided with the
computer, a replacement battery provided by HP, or a compatible battery purchased from HP.
CAUTION: Removing a user-replaceable battery that is the sole power source for the computer can cause
loss of information. To prevent loss of information, save your work or shut down the computer through
Windows before removing the battery.
1. Disconnect the battery cable from the system board (1).
2. Remove the six Phillips PM2.5×4.0 screws (2) that secure the battery to the computer.
3. Remove the battery from the computer (3).
Reverse this procedure to install the battery.
Component replacement procedures 41
Fingerprint reader board
Description Spare part number
Fingerprint reader board (includes bracket) 840952-001
Before removing the ngerprint reader board, follow these steps:
1. Turn o the computer. If you are unsure whether the computer is o or in Hibernation, turn the
computer on, and then shut it down through the operating system.
2. Disconnect the power from the computer by unplugging the power cord from the computer.
3. Disconnect all external devices from the computer.
4. Remove the bottom cover (see Bottom cover on page 29).
5. Remove the battery (see Battery on page 41).
Remove the ngerprint reader board:
1. Disconnect the cable from the system board (1).
2. Slide the bracket downward to disengage it from the computer (2).
3. Lift the bracket o the ngerprint reader (3).
4. Lift the tape from atop the ngerprint reader (4).
5. Remove the ngerprint reader from the computer (5).
Reverse this procedure to install the ngerprint reader board.
42 Chapter 5 Removal and replacement procedures for authorized service provider parts
LED board
Description Spare part number
LED board 922947-001
Before removing the LED board, follow these steps:
1. Turn o the computer. If you are unsure whether the computer is o or in Hibernation, turn the
2. Disconnect the power from the computer by unplugging the power cord from the computer.
3. Disconnect all external devices from the computer.
4. Remove the bottom cover (see Bottom cover on page 29).
5. Remove the battery (see Battery on page 41).
Remove the LED board:
1. Disconnect the cable from the system board (1).
2. Remove the two Phillips PM2.0×2.0 broadhead screws (2) that secure the LED board to the computer.
3. Remove the LED board (3).
computer on, and then shut it down through the operating system.
Reverse this procedure to install the LED board.
Component replacement procedures 43
TouchPad
Before removing the TouchPad, follow these steps:
1. Turn o the computer. If you are unsure whether the computer is o or in Hibernation, turn the
2. Disconnect the power from the computer by unplugging the power cord from the computer.
3. Disconnect all external devices from the computer.
4. Remove the bottom cover (see Bottom cover on page 29).
5. Remove the battery (see Battery on page 41).
Remove the TouchPad:
1. Disconnect the cable from the system board (1).
2. Remove the six Phillips PM2.0×2.0 screws (2) that secure the TouchPad to the top cover.
3. Lift the TouchPad out of the computer (3).
Description Spare part number
TouchPad 840962-001
computer on, and then shut it down through the operating system.
Reverse this procedure to install the TouchPad.
44 Chapter 5 Removal and replacement procedures for authorized service provider parts
Display cable
Description Spare part number
Display cable 840938-001
eDP bracket (included in Bracket Kit, spare part number 840966-001) 840966-001 (Bracket Kit)
Before removing the display cable, follow these steps:
1. Turn o the computer. If you are unsure whether the computer is o or in Hibernation, turn the
computer on, and then shut it down through the operating system.
2. Disconnect the power from the computer by unplugging the power cord from the computer.
3. Disconnect all external devices from the computer.
4. Remove the bottom cover (see Bottom cover on page 29).
5. Disconnect the battery cable from the system board (see Battery on page 41).
Remove the display cable:
1. Remove the two Phillips PM2.0×3.0 screws (1) that secure the display cable to the computer.
2. Lift the eDP bracket from atop the connector (2).
3. Disconnect the cable from the system board (3).
4. Remove the cable from the clips along its routing path (4).
Reverse this procedure to install the display cable.
Component replacement procedures 45
System board
NOTE: The system board spare part kit includes battery connector bracket and replacement
thermal material.
All system boards use the following part numbers:
xxxxxx-001: Windows 7 or non-Windows operating systems
xxxxxx-601: Windows 10 operating system
Description Spare part number
Intel Xeon E3-1535M processor and discrete graphics memory 921020-xxx
Intel Xeon E3-1505M processor and discrete graphics memory 921019-xxx
Intel Core i7-7820HQ processor and discrete graphics memory 921018-xxx
Intel Core i7-7820HQ processor and UMA graphics memory 921024-xxx
Intel Core i7-7700HQ processor and discrete graphics memory 921017-xxx
Intel Core i7-7700HQ processor and UMA graphics memory 921023-xxx
Intel Core i5-7440HQ processor and discrete graphics memory 921016-xxx
Intel Core i5-7440HQ processor and UMA graphics memory 921022-xxx
Intel Core i5-7300HQ processor and discrete graphics memory 921015-xxx
Intel Core i5-7300HQ processor and UMA graphics memory 921021-xxx
Before removing the system board, follow these steps:
1. Turn o the computer. If you are unsure whether the computer is o or in Hibernation, turn the
computer on, and then shut it down through the operating system.
2. Disconnect the power from the computer by unplugging the power cord from the computer.
3. Disconnect all external devices from the computer.
4. Remove the bottom cover (see Bottom cover on page 29).
5. Remove the battery (see Battery on page 41).
6. Remove the display cable (see Display cable on page 45).
NOTE: When replacing the system board, be sure that the following components are removed from the
defective system board and installed on the replacement system board:
●
Solid-state drive (see Solid-state drive (M.2) on page 31)
●
WLAN module (see WLAN module on page 33)
●
Memory module (see Memory module on page 35)
Remove the system board:
1. Disconnect the following cables from the system board:
(1) Right speaker cable
(2) Fingerprint reader cable
46 Chapter 5 Removal and replacement procedures for authorized service provider parts
(3) TouchPad cable
(4) LED board cable
(5) RTC battery cable
(6) Left speaker cable
2. Remove the seven Phillips PM2.5×4.0 screws (1).
3. Remove the two Phillips PM2.5×4.0 shoulder screws (2).
4. Loosen the four captive Phillips screws (3) from the fans.
Component replacement procedures 47
5. Lift in the middle of the board until the connectors disengage from the left side of the computer (1).
6. Disconnect the keyboard ribbon cable (2) and power cable (3) from the bottom of the system board.
7. Remove the system board from the computer (4).
Reverse this procedure to install the system board.
When reconnecting the keyboard cable to the bottom of the system board, place the system board upside
down on the touchpad, and then connect the keyboard cable to it.
48 Chapter 5 Removal and replacement procedures for authorized service provider parts
I/O support bracket
Description Spare part number
I/O support bracket (included in Bracket Kit, spare part number 840966-001) 840966-001 (Bracket Kit)
Before removing the I/O support bracket, follow these steps:
1. Turn o the computer. If you are unsure whether the computer is o or in Hibernation, turn the
computer on, and then shut it down through the operating system.
2. Disconnect the power from the computer by unplugging the power cord from the computer.
3. Disconnect all external devices from the computer.
4. Remove the bottom cover (see Bottom cover on page 29).
5. Remove the battery (see Battery on page 41).
6. Remove the thermal module (see Thermal module on page 38).
7. Remove the display cable (see Display cable on page 45).
8. Remove the solid-state drive (see Solid-state drive (M.2) on page 31).
9. Remove the WLAN module (see WLAN module on page 33).
10. Remove the system board (see System board on page 46).
Remove the I/O support bracket:
▲
Lift the I/O support bracket straight up and o the system board.
Reverse this procedure to install the I/O support bracket.
Component replacement procedures 49
Speakers
Before removing the speakers, follow these steps:
1. Turn o the computer. If you are unsure whether the computer is o or in Hibernation, turn the
2. Disconnect the power from the computer by unplugging the power cord from the computer.
3. Disconnect all external devices from the computer.
4. Remove the bottom cover (see Bottom cover on page 29).
5. Remove the battery (see Battery on page 41).
6. Remove the thermal module (see Thermal module on page 38).
7. Remove the display cable (see Display cable on page 45).
8. Remove the solid-state drive (see Solid-state drive (M.2) on page 31).
9. Remove the WLAN module (see WLAN module on page 33).
10. Remove the system board (see System board on page 46).
Description Spare part number
Speakers (includes cable) 840958-001
computer on, and then shut it down through the operating system.
Remove the speakers:
1. Remove the four Phillips PM2.0×3.0 broadhead screws (1) that secure the speakers to the computer.
2. Remove the speakers (2).
When reinstalling the speakers, make sure the rubber grommets (3) are properly installed in the screw
housings.
50 Chapter 5 Removal and replacement procedures for authorized service provider parts
Reverse this procedure to install the speakers.
NOTE: When installing the speakers, make sure the rubber grommets around the screws are correctly
installed.
Keyboard
For use in country or region Spare part
number
Keyboard with backlight:
For use in Belgium 841681-A41 For use in Northwest Africa 841681-FP1
For use in Brazil 841681-201 For use in Norway 841681-091
For use in Bulgaria 841681-261 For use in Portugal 841681-131
For use in Canada 841681-DB1 For use in Romania 841681-271
For use in the Czech Republic and Slovakia 841681-FL1 For use in Russia 841681-251
For use in Denmark 841681-081 For use in Saudi Arabia 841681-171
For use in France 841681-051 For use in Slovenia 841681-BA1
For use in Germany 841681-041 For use in South Korea 841681-AD1
For use in Greece 841681-151 For use in Spain 841681-071
For use in Hungary 841681-211 For use in Sweden and Finland 841681-B71
For use in country or region
Spare part number
Before removing the keyboard, follow these steps:
1. Turn o the computer. If you are unsure whether the computer is o or in Hibernation, turn the
computer on, and then shut it down through the operating system.
2. Disconnect the power from the computer by unplugging the power cord from the computer.
3. Disconnect all external devices from the computer.
4. Remove the bottom cover (see Bottom cover on page 29).
5. Remove the battery (see Battery on page 41).
6. Remove the thermal module (see Thermal module on page 38).
7. Remove the display cable (see Display cable on page 45).
8. Remove the solid-state drive (see Solid-state drive (M.2) on page 31).
9. Remove the WLAN module (see WLAN module on page 33).
10. Remove the system board (see System board on page 46).
Remove the keyboard:
1. Partially open the computer.
2. Rest and secure the computer on its left side.
3. Insert a thin tool into the keyboard release hole, and then press on the back of the keyboard until the
keyboard disengages from the computer (1).
Component replacement procedures 51
4. Remove the keyboard (2).
Reverse this procedure to install the keyboard.
52 Chapter 5 Removal and replacement procedures for authorized service provider parts
Display assembly
NOTE: The Dream Color display assembly and touch screen is spared as a whole unit assembly only. The
non-touch display assembly is spared at the subcomponent level only. For non-touch display assembly spare
part information, see the individual removal subsections.
Description Spare part number
15.6-in, UHD, UWVA, Dream Color display assembly not equipped with a camera 921034-001
15.6-in, UHD, UWVA, Dream Color display assembly equipped with a camera 921035-001
15.6-in, FHD, UWVA display assembly with a touch screen 921036-001
To remove the display assembly and access the LED display assembly subcomponents, follow these steps:
1. Turn o the computer. If you are unsure whether the computer is o or in Hibernation, turn the
computer on, and then shut it down through the operating system.
2. Disconnect the power from the computer by unplugging the power cord from the computer.
3. Disconnect all external devices from the computer.
4. Remove the bottom cover (see Bottom cover on page 29).
5. Remove the battery (see Battery on page 41).
6. Remove the thermal module (see Thermal module on page 38).
7. Remove the display cable (see Display cable on page 45).
8. Remove the solid-state drive (see Solid-state drive (M.2) on page 31).
9. Remove the WLAN module (see WLAN module on page 33).
10. Remove the system board (see System board on page 46).
Remove the display assembly:
1. Disconnect the antennas from the WLAN module (1), and then remove the antennas from the routing
path around the fan (2).
Component replacement procedures 53
2. Remove the three Phillips PM2.5×4.0 screws (1) that secure each hinge to the computer.
3. Open the computer as far as possible (2).
4. Separate the display from the computer (3).
5. If it is necessary to replace the display bezel or any of the LED display assembly subcomponents:
a. Use a plastic tool to disengage the bezel starting at the top (1), left and right sides (2), and bottom
(3).
54 Chapter 5 Removal and replacement procedures for authorized service provider parts
b. Remove the display bezel (4).
The display bezel is available using the following spare part numbers:
922943-001: Models with a camera
922944-001: Models without a camera
6. If it is necessary to replace the display panel:
a. Remove the four Phillips PM2.0×2.0 screws that secure the display panel to the display enclosure.
Component replacement procedures 55
CAUTION: Before turning the display panel upside down, make sure the work surface is clear of
tools, screws, and any other foreign objects. Failure to follow this caution can result in damage to
the display panel.
b. Lift the top edge of the display panel (1) and swing it up and forward until it rests upside down in
front of the display enclosure.
c. Remove the display cable from the clip (2).
d. Lift the tape (3), and then disconnect the display panel cable (4) from the display panel.
e. Remove the display panel.
The display panel is available using the following spare part numbers:
FHD panel with a display cable: 936514-001
UHD panel with a display cable: 936515-001
FHD panel without a display cable: 819355-006
UHD panel without a display cable: 819356-006
7. If it is necessary to replace the camera module or microphone module:
NOTE: The camera module and microphone module are similar in appearance and installed in the
same location. The removal procedures are the same for both modules.
CAUTION: Handle the module with caution. This module has a thin prole and is susceptible to damage
when not handled carefully.
a. Detach the camera or microphone module (1) from the display enclosure. (The module is attached
to the display enclosure with double-sided adhesive.)
56 Chapter 5 Removal and replacement procedures for authorized service provider parts
b. Lift the tape from atop the connector on the module (2), and then disconnect the module cable (3)
from the module.
c. Remove the module.
The camera module is available using spare part number 840965-001.
The microphone module is available using spare part number 840955-001.
8. If it is necessary to replace the thermal board:
a. Disconnect the thermal board cable (1) from the board.
Component replacement procedures 57
b. Using a at tool, pry the board loose (2), and then remove the board (3) from the display
enclosure. (The thermal board is attached to the display enclosure with double-sided adhesive.)
c. Remove the thermal board.
The thermal board is available using spare part number 840956-001.
9. If it is necessary to replace the display hinges:
a. Remove the three Torx T8M2.5×4.0 screws (1) that secure each display hinge to the display panel.
b. Rotate each hinge (2) to disengage the hinge from the tabs (3).
58 Chapter 5 Removal and replacement procedures for authorized service provider parts
c. Remove the display hinges (4).
The display hinges are available using spare part number 840937-001 and include the left and
right hinges.
10. (UHD models only) If it is necessary to replace the display brackets:
▲
Lift the bottom bracket (1) and top bracket (2) out of the display enclosure.
Display panel brackets are available in the Bracket Kit using spare part number 840966-001.
NOTE: The display brackets can only be removed from UHD panels.
Component replacement procedures 59
11. If it is necessary to replace the wireless antennas:
a. Remove the cables from the routing path on the bottom-right corner of the display (1).
b. Remove the two Phillips PM2.0×2.0 screws (2) that secure the plastic holder to the bottom of the
display.
c. Peel the antennas o the display (3).
The antennas are available using spare part number 840940-001.
12. If it is necessary to replace the display cable:
a. Remove the display cable and camera cable from the routing path along the bottom and left side of
the display enclosure (1).
60 Chapter 5 Removal and replacement procedures for authorized service provider parts
b. Remove the display cable from the display enclosure (2).
The antennas are available using spare part number 840938-001.
Reverse this procedure to reassemble and install the display assembly.
Component replacement procedures 61
Top cover
The top cover spare remains after removing all other spare parts.
Description Spare part number
Top cover 840636-001
62 Chapter 5 Removal and replacement procedures for authorized service provider parts
6 Troubleshooting guide
This chapter is primarily focused on troubleshooting HP Mobile Workstations and HP Notebooks. The
information is provided so that you can solve problems yourself or at least narrow down what may be causing
the problem. Based on some of the most common symptoms, this chapter helps to identify logical steps and
available resources or tools for resolving an issue. HP recommends that you follow the instructions carefully,
observe safety precautions, and note any observations or results. Capturing this information may help
identify and resolve the problem faster.
WARNING! To reduce the risk of electric shock or damage to the equipment:
●
Do not disable the power cord grounding plug. The grounding plug is an important safety feature.
●
Plug the power cord into a grounded (earthed) outlet that is easily accessible at all times.
●
Disconnect power from the equipment by unplugging the power cord from the AC outlet.
●
Before disassembling notebooks, always disconnect power and remove the battery.
CAUTION: Static electricity can damage the electronic components of the computer. To prevent damage to
the computer, carefully observe the electrostatic discharge precautions.
●
Discharge static electricity by briey touching a grounded metal object before you begin.
●
Work on a static-free mat.
●
Wear a static strap to ensure that any accumulated electrostatic charge is discharged from your body to
the ground.
●
Create a common ground for the equipment you are working on by connecting the static-free mat, static
strap, and peripheral units to that piece of equipment.
●
Refer to the Electrostatic Discharge Section of the Maintenance & Service Guide for more information.
CAUTION: The computer includes customer self-repair parts and parts that should only be accessed by an
authorized service provider. See the chapter titled "Removal and replacement procedures for Customer SelfRepair parts," for details. Accessing parts described in the chapter titled "Removal and replacement
procedures for authorized service provider only parts" can damage the computer or void the computer
warranty.
63
Resources
HP Resource Tool Description Link
HP Elite Support Provides live HP Premium support (available 24/7) to
Elite computers.
HP Support Center Provides important support, such as warranty,
support cases, drivers, Customer Advisories,
Customer and Security Bulletins, and Product Change
Notices.
HP Troubleshooting Support page Provides troubleshooting information for your
specic HP computer.
Troubleshooting Problems with
Docking Stations
Subscribers Choice Allows you to sign up for HP product updates. http://www8.hp.com/us/en/subscribe/
HP Support Forums Provide discussions about HP products and issues. http://h30434.www3.hp.com/psg/
Service Access Workbench (SAW)
(Available for technicians and
Business Partners only)
Vendors’ web sites Provide additional information for associated
Provides troubleshooting information for HP docking
stations.
Provides navigable content intended for use by
internal and outsourced call center sta and can be a
resource for support and product division
professionals.
components such as Intel (processor, WLAN),
Microsoft (Windows 7/8/10), AMD/NVidia (GPU), and
so on.
http://www8.hp.com/us/en/ads/eliteproducts/overview.html
http://h20565.www2.hp.com/portal/site/
hpsc
http://www8.hp.com/us/en/
troubleshooting.html
http://support.hp.com/us-en/document/
c03247469
http://sawpro.atlanta.hp.com/km/saw/
home.do
http://www.intel.com/
content/www/us/en/homepage.html
http://www.microsoft.com
http://www.amd.com
http://www.nvidia.com
General troubleshooting steps
A basic logic should be used when troubleshooting computer issues. This section will help you become
familiar with troubleshooting methodology and eciently resolve problems. Proceed through the steps in the
following table until the issue is resolved, and then move on to the next step that is relevant to the issue. For
example, if you resolve a memory issue using the HP PC Diagnostics (UEFI) tool in step 6, you can then move
on to step 10 to reseat the memory into its memory slot.
NOTE: General troubleshooting steps do not have to be followed in a specic order.
Table 6-1 Troubleshooting methodology and general troubleshooting steps
Identify issue Analyze issue Resolve issue Verify solution
1. Understand the issue
on page 65
2. Examine the environment
on page 67
3. Perform a visual inspection
of hardware on page 68
4. Update BIOS and drivers
on page 68
5. Remove or uninstall recently
added hardware, software
on page 68
6. HP Hardware Diagnostics and
Tools on page 69
7. Status lights, blinking light
codes, troubleshooting lights,
and POST error messages
on page 73
8. Hard reset on page 78
9. Soft reset (Default Settings)
on page 80
10. Reseat cables and connections
on page 80
11. Test with minimum conguration
on page 80
Verify solution
on page 83
64 Chapter 6 Troubleshooting guide
Table 6-1 Troubleshooting methodology and general troubleshooting steps
Identify issue Analyze issue Resolve issue Verify solution
Identify the issue
1. Understand the issue
It is important to understand the issue that occurred, including related symptoms. It helps to understand the
basic computer boot-up sequence as well as the failure itself. The boot-up sequence and associated failures
are described below.
Boot up sequence
The computer performs several steps after you press the power button or restart the computer.
It is important to understand where in the boot-up sequence the symptoms occur. The following table lists
the phases of the boot-up sequence and explains the symptoms that may occur in each phase. For example, a
blue screen error (BSOD) often occurs during the performance phase.
12. Test with veried working
conguration (hardware and/or operating
system) on page 82
13. Replace the system board on page 82
Table
6-2 Boot-up sequence
Item Description
Power-on After power button is pressed, the computer boots after all internal power rails (i.e., 5V, 3.3V) are stable.
POST (UEFI/BIOS) Power-On Self-Test (POST) veries that hardware components (processor, hard drive, memory, etc.) are
Performance
(operating system)
Failure classication
Failure classication is a breakdown of dierent types of failures and symptoms that could occur during the
boot-up sequence. Table 3 and table 4 represent the failure classication for common notebook failures.
Conrm that power lights are on fan is spinning.
Next step: If the computer experiences a power-on issue, see “Verify Power Good (Troubleshooting) lights” in
No Power on page 85.
Common issues: all lights are o; troubleshooting lights are on; does not boot; video is absent.
functional. When POST is complete, the HP logo displays briey and then disappears.
If there are errors, the computer may exhibit blinking lights and POST error messages
Common issues: lights blink, error message appears, hangs.
System boots to operating system, and Windows logo screen appears..
Common issues: hangs (lock up/freezes), blue screen, video distorted, driver conict, slow performance,
display issue (dead pixel), I/O issue (no speaker sound), wireless/audio unavailable, noise.
See Analyze the issue on page 68 table below for detailed troubleshooting information).
Table 3 categorizes failures by the boot-up sequence.
General troubleshooting steps 65
1. Power-on: Common issues are No Power, Recycle/Reboot, etc.
2. POST: Common issues are No Boot (have power), Light Flash or Diagnostics Error.
3. Performance: Common issues are Intermittent Loss of Power, Blue Screen, Hang, etc. In many cases,
issues may be identied and associated with a particular hardware (i.e., display, storage).
Table 4 categorizes failures by hardware.
4. Display
5. I/O devices (Input/Output)
6. Storage
7. Mechanical
A single symptom can be listed under dierent groups. For example, No Video can belong to (1) Power-on or
(4) Display; but Flickering when powered should be listed in (4) Display. Or, in another example, a blue screen
can be caused by a driver conict in Performance (4), but it can also be caused by a defective hard drive under
(6) Storage. Therefore, failures that share similar symptoms are noted..
If possible, make a record of the failure symptom, the phase of the boot-up sequence where the failure
occurs, and the most likely location in the failure tree (Table 6-3 Failure classication by boot-up sequence
on page 66 and Table 6-4 Failure classication by hardware devices and mechanical on page 67). This will
help isolate the issue and indicate the next steps. For example, when the computer is running the operating
system, it may experience an issue with (4) Display, (5) I/O devices (keyboard, wireless, and so on), (6)
Storage, or (7) Mechanical components (stuck buttons, thermal shutdown, and so on).
NOTE: “Uncategorized” is used if an issue found is not listed. For example, Bluetooth is oered on certain
hardware congurations; therefore, a Bluetooth issue can be classied under “I/O Device” if needed.
Failure classication by boot-up sequence
Table
6-3 Failure classication by boot-up sequence
1. Power-on 2. POST 3. Performance
1. No Power on page 85
2. Intermittent power-on, shutdown,
reboot on page 87
3. AC adapter issue on page 88
4. Battery not recognized, not charging
on page 88
5. Battery discharges too fast
on page 90
6. Burnt smell on page 91
a,b,c
similar symptoms
a
1. No video (with power)
on page 91
2. Blinking lights on page 92
3. Diagnostics error messages
on page 93
4. BIOS password on page 94
1.
Intermittent shutdown on page 95
2.
Blue screen (BSOD) error on page 121
3. Freeze at Windows Logo (hang/lockup)
on page 98
4. Electromagnetic Interference (EMI)
on page 99
5. No wake up on page 100
6. Unresponsive on page 101
7.
Slow performance on page 101
8. HP Smart Adapter warning message
on page 102
9. Incorrect time and date on page 102
a
c
b
66 Chapter 6 Troubleshooting guide
Failure classication by hardware devices and mechanical
Table 6-4 Failure classication by hardware devices and mechanical
4. Display 5. I/O devices 6. Storage 7. Mechanical
1. Display anomalies
on page 103
2. Dead pixel on page 105
3. No video (internal)
on page 105
4. No video (external)
on page 106
5. DisplayPort/VGA
on page 106
6. HDMI on page 106
7. No or bad external video
via docking on page 107
8. Incorrect or missing color/
distorted image
on page 107
9. Touch screen
on page 108
b,c,d
similar symptoms
d
d
1. Keyboard on page 109
2. Keyboard point stick
on page 110
3. Keyboard backlight
on page 110
4. TouchPad on page 111
5. Network Connectivity
Ethernet (RJ-45 jack)
on page 111
6. Network connectivity
wireless (WLAN)
on page 112
7. WWAN on page 113
8. USB on page 114
9. Smart card reader
on page 115
10. Speaker, headphone audio issues on page 116
11. Thunderbolt (TB)
on page 117
12. Thunderbolt 3 dock
on page 118
1. Hard drive/solid-state
drive not recognized
on page 120
2. No boot to operating
system (no read/write
error) on page 120
3. Read-write error
on page 121
4. Slow performance
on page 101
5. Blue screen (BSOD) error
on page 121
6. Noisy hard drive
on page 122
c
b
1. Fan error message - 90B
on page 123
2. Noise (sound)
on page 124
3. Fan runs constantly
on page 125
4. HP Thermal Monitor
on page 72
5. Stuck power button
on page 127
2. Examine the environment
It is important to examine the computer’s environment. If you can quickly identify the cause of the issue,
fewer resolution steps may be needed. Perform the following environment inspections:
●
Check all cables and connections to be sure that there are no loose connections.
●
Conrm that power sources are good, such as wall power type/adapter (110V/220V ac), power strip. Test
with a veried working AC outlet.
●
Check for compatibility issues between the computer and third-party devices, peripherals, noncertied
devices, incompatible hardware (i.e., Mac OS device). Incompatibility can result in blue screen errors,
improper operation, and so on.
●
Isolate the computer from sources of electromagnetic interference (EMI), such as cell phones, 2-way
radios, oor mats, fans (and other electronic motors). EMI may contribute to a display freeze issue or
lock-up.
General troubleshooting steps 67
3. Perform a visual inspection of hardware
It is important to do a visual inspection of the hardware itself. Perform physical inspection of the computer:
●
Look for abnormalities such as a cracked display, dented battery, broken latches for battery bay,
keyboard key caps popped out, dust over connectors, liquid spill over keyboard, etc.
●
Look for signs of drop, movement, or vibration that may cause internal and external loose connections.
4. Update BIOS and drivers
IMPORTANT: Whenever possible, update to the latest BIOS, rmware, and drivers before troubleshooting.
Note that some customer company policies prohibit updates. Check your company policy before taking action.
The updates may include xes for your computer issues, and they may also enhance system performance. HP
continually improves the update process to make it easier. The BIOS update can be done locally through a
manual process, through an automatic installation, or through a remote installation on multiple units.
Manually updating BIOS and drivers
●
See the Computer Setup chapters to manually update BIOS and drivers.
●
Refer to specic BIOS update installation instructions that accompany the download.
Remotely deploying BIOS and drivers
Instead of manually searching for and downloading each SoftPaq, users and IT personnel can use two tools to
identify and download all appropriate SoftPaqs for the selected HP models.
●
HP SoftPaq Download Manager (SDM) is a software tool designed to streamline the download,
extraction, and installation process of SoftPaqs, including BIOS and drivers.
●
HP System Software Manager (SSM) is a software tool designed to simplify the deployment of SoftPaqs
to HP computers.
Analyze the issue
5. Remove or uninstall recently added hardware, software
HP has designed this computer and validated it using a full-range hardware and software qualication matrix.
If an issue appears to have started recently, it may be related to the recent addition of hardware or software.
A good method to determine the root cause is to remove recently added components or uninstall applications
one at a time and restart the computer when necessary.
IMPORTANT: After you have completed the process of uninstalling hardware or software and are ready to
reinstall, when installing a new device be sure that it is seated properly and all cables are correctly connected.
After installing the device, restart the computer and make sure the new device is powered on. In addition, if
the new device is a root cause of a problem, it could cause a conict in drivers or incompatibility issues with
other programs installed. For any new hardware you have added, be sure to install the latest drivers available
from the device vendor website.
68 Chapter 6 Troubleshooting guide
6. HP Hardware Diagnostics and Tools
HP oers dierent diagnostics and tools to diagnose hardware failure. This section describes how to use
some of these tools. Make sure to check for the latest versions before use.
HP PC Hardware Diagnostics (UEFI)
HP PC Hardware Diagnostics is a Unied Extensible Firmware Interface (UEFI) that allows you to run diagnostic
tests to determine whether the computer hardware is functioning properly. The HP PC Hardware Diagnostics
(UEFI) tool is built within BIOS (basic memory and hard drive diagnostics only), or within new hard drives
themselves. These drives contain more advanced versions of the diagnostic tool than the BIOS-based version.
In addition, for HP authorized service partners and IT professionals who need to support a mixed environment
of older and newer HP/Compaq PCs, the HP PC Diagnostics 3-in-1 USB Key at http://www8.hp.com/us/en/
campaigns/hpsupportassistant/pc-diags.html?jumpid=va_r602_us/en/any/pps/pl_ot_ob_ds_pd/
HP_PC_Hardware_Diagnostics_cc/dt is a diagnostic tool that supports a wide range of HP Desktop and
Notebook computers.
The tool runs outside the operating system so that it can isolate hardware failures from issues that are
caused by the operating system or other software components. In reality, many problems can be determined
using this tool if the issue is a defective part or a loose connection (i.e., reseating keyboard cable after the
tool reports a keyboard error).
The tool has three major functions:
●
System Tests - Check the computer’s hardware to assure everything is functioning properly. If your
system won’t boot into Windows, try the Quick System Test. For more comprehensive testing, use the
Extensive System Test option. If the System Test did not detect a hardware problem, continue with the
Component Tests.
●
Component Tests – Focus on selected hardware components in your computer.
●
Firmware Management – Update your computer’s BIOS to the latest version (available separately) or roll
back to a previous version.
To start HP PC Hardware Diagnostics (UEFI):
1. Turn on or restart the computer, quickly press the esc button on the computer, and then press F2. The
BIOS searches three places for the diagnostic tools, in the following order:
a. Connected USB drive
b. Hard drive
c. BIOS
General troubleshooting steps 69
2. When the diagnostic tool opens, use the keyboard arrow keys to select the type of diagnostic test you
want to run, and then follow the on-screen instructions.
Screen shot appearance may vary.
NOTE: Users should utilize this tool, especially when the computer cannot boot to Windows.
NOTE: If a component fails a test, write down the information so it is available when contacting support.
The information is also available in Test Logs on the Main Menu.
For more information, see the chapter titled “Using HP PC Hardware Diagnostics (UEFI).”
70 Chapter 6 Troubleshooting guide
HP Support Assistant (HPSA)
HP Support Assistant (HPSA) helps you maintain peak performance and resolve problems through automatic
updates, built-in diagnostics, and a variety of assistance options. HPSA is preinstalled on every new HP PC
with Windows 7, Windows 8, or Windows 10. HP is continually improving this tool. Please verify the latest
version is installed to receive the most benet. For more information, see http://www.hp.com/go/
hpsupportassistant.
NOTE: HPSA can be used only if the computer boots into Windows. If the computer does not boot into
Windows, use HP PC Hardware Diagnostics (UEFI) instead.
HPSA also integrates diagnostics and tools that help resolve issues. See example screen shots as follows.
General troubleshooting steps 71
HP BIOS Conguration Utility (BCU)
HP BCU is a free utility that captures the BIOS settings and their values. This tool provides a text le of the
computer’s BIOS conguration. This can help identify any settings that may be contributing to an issue.
In some cases, it may help to compare this BIOS text le to the default settings of the computer.
For more information, see the HP BIOS Conguration Utility (BCU) User guide at http://ftp.hp.com/pub/caps-
softpaq/cmit/whitepapers/BIOS_Conguration_Utility_User_Guide.pdf.
NOTE: HP recommends that you reset BIOS before trying BCU. Resetting the BIOS is always available and
relatively quick to try, whereas BCU takes extra time and eort.
HP Image Diagnostic Tool
Available to HP Authorized Support Partners (ASPs) and users from the HP public ftp site at
ftp://ftp.hp.com/pub/idr/ImageDiags/, this tool collects information about the current state of the computer,
including product serial number, platform and BIOS information, and information about user-installed
software and hardware components. HP encourages you to review the report before sending it to support.
The report may assist you with diagnostics and solutions to problems you encounter.
HP Thermal Monitor
NOTE: Available only to authorized service providers/technicians.
Available only for HP internal use, HP Thermal Monitor can be used to stress the processor and GPU and
monitor the temperature values of various components in the system. The components that are currently
monitored include the processor, GPU, ACPI thermal zones, hard drive, and battery. The tool reads the
temperatures of the components, logs the data, and helps to determine whether the computer would
overheat in the event of thermal shutdown, fan spinning loud, etc.
Non HP diagnostics tools
Windows-to-Go USB
Windows-To-Go USB is a Microsoft-based tool for Enterprise editions of Windows that can help in
troubleshooting. You can nd a process online about how to create a live Windows USB drive. For more
information, see https://technet.microsoft.com/en-us/library/hh831833.aspx.
Intel Processor Diagnostic Tool
Determine what processor is in your computer and verify the processor operating frequency. The tool also
tests specic processor features and performs a stress test on the processor. For more information, see
http://www.intel.com/support/processors/sb/CS-031726.htm?iid=subhdr+tools_procdiagtool.
72 Chapter 6 Troubleshooting guide
7. Status lights, blinking light codes, troubleshooting lights, and POST error messages
Carefully observe any behavior the computer may be exhibiting: status lights, blinking lights, and POST error
messages during boot. It is important to understand what these indicators mean.
Status lights
See the chapter titled “External Component Identication” for light locations. The following table describes
basic lights on the computer.
Component Description
Power button When the computer is o, press the button to turn on the computer.
When the computer is on, press the button briey to initiate Sleep (Windows) or Suspend
(Linux).
When the computer is in the Sleep state, press the button briey to exit Sleep (Windows) or
Suspend (Linux).
When the computer is in Hibernation, press the button briey to exit Hibernation.
CAUTION: Pressing and holding down the power button results in the loss of unsaved
information.
If the computer has stopped responding and operating system shutdown procedures are
ineective, press and hold the power button.
Front power light On: The computer is on.
Blinking: The computer is in the Sleep state.
O: The computer is o.
Battery light White: The computer is connected to external power and the battery is charged from 90 to
99 percent.
Amber: The computer is connected to external power and the battery is charged from 0 to 90
percent.
Blinking amber: A battery that is the only available power source has reached a low battery
level. When the battery reaches a critical battery level, the battery light begins blinking
rapidly. By default, the critical battery level is dened in Power Options as 5%.
O: The battery is fully charged.
Front hard drive light Blinking white: The hard drive is being accessed.
Amber: HP 3D DriveGuard has temporarily parked the hard drive.
Rear AC adapter light White: The computer is connected to external power.
O: The computer is not connected to external power.
General troubleshooting steps 73
Interpreting system validation diagnostic front panel LEDs and audible codes
During the system validation phase that occurs at system startup, the BIOS validates the functionality of the
following subsystems and conditions:
●
AC adapter
●
System board power
●
Processor failure
●
BIOS corruption
●
Memory failure
●
Graphics failure
●
System board failure
●
BIOS authentication failure
If an error is detected, specic patterns of long and short blinks, accompanied by long and short beeps (where
applicable) are used to identify the error. These patterns will make up a two part code:
●
Major – the category of the error
●
Minor – the specic error within the category
NOTE: Single beep/blink codes are not used.
Number of long beeps/blinks Error category
1 Not used
2 BIOS
3 Hardware
4 Thermal
5 System board
Patterns of blink/beep codes are determined by using the following parameters:
●
1 second pause occurs after the last major blink.
●
2 second pause occurs after the last minor blink.
●
Beep error code sequences occur for the rst 5 iterations of the pattern and then stop.
●
Blink error code sequences continue until the computer is unplugged or the power button is pressed.
NOTE: Not all diagnostic lights and audible codes are available on all models.
The red LED blinks to represent the major error category (long blinks). The white LED blinks to represent the
minor error category (short blinks). For example, ‘2.3’ indicates 2 long red blinks and 3 short white blinks to
communicate the processor is not detected. CAP/NUM Blink = 2 indicates CAP/NUM will blink 2 cycles, each
cycle has one 2.3 sequence.
74 Chapter 6 Troubleshooting guide
Component
tested
Major/
minor
code Error condition
Caps
Lock/Num
Lock LED Action
BIOS 2.2 The main area (DXE) of BIOS has
become corrupted and there is no
recovery binary image available
2.3 The embedded controller policy
requires the user to enter a key
sequence (SureStart 2.0)
2.4 The embedded controller is
recovering the boot block or DXE.
Hardware 3.2 The embedded controller has timed
out waiting for BIOS to return from
memory initialization
3.3 The embedded controller has timed
out waiting for BIOS to return from
graphics initialization
3.4 The system board displays a power
failure (crowbar)
System board 5.2 The embedded controller cannot nd
valid rmware
CAP/NUM Blink
= 2
CAP/NUM Blink
= 8
Battery LED
White and
Amber
blinking
CAP/NUM Blink
= 3
CAP/NUM Blink
= 4
CAP/NUM Blink
= 5
CAP/NUM Blink
= 7 (2 BB
failure)
Battery LED
Blinking = 1 Hz
(3 B failure)
Contact service for system board replacement.
Perform SureStart manual recovery if boot
block: Up Arrow + Down Arrow + ESC.
Wait for DXE recovery to complete.
Reseat the memory modules. If the issue
persists, try replacing the memory modules.
Possible RAM or system board failure.
If the system has an MXM module, try a
dierent MXM module. Otherwise, the board
most likely needs to be replaced.
Check power cable connections, or verify that
any external power adapter has sucient
capacity for system.
Contact service for system board replacement.
5.3 The embedded controller has timed
POST error messages
The Power-On Self-Test (POST) is a series of diagnostic tests that runs automatically when the computer is
powered on. If the POST encounters a problem, visual error messages are displayed before the operating
system starts. POST checks the following items to ensure that the computer system is functioning properly:
●
Memory
●
Processors
●
BIOS
●
Mass storage devices
●
Fans
The following table describes key Post Error messages. For more detailed information, see POST Error
Messages and User Actions on page 130.
out waiting for the BIOS
CAP/NUM Blink
= 1
Contact service for system board replacement.
General troubleshooting steps 75
Table 6-5 System diagnostics failure codes and user actions
Error
Test description Failure description
code Suggested user actions
Wireless Module not
supported
Front Audio Not
Connected
Startup Test Hard Disk 1 SMART 301 Attempt to reseat the hard drive and repeat the test. The hard
Boot Device Manager Boot device not found 3F0 Reset BIOS. Then reseat the hard drive and repeat the test.
BIOS Recovery BIOS Recovery Occurred 500 This message indicates that BIOS recovery was completed
BIOS Application BIOS Application Error 501 The BIOS installation may have become corrupted. Download the
The system has detected a
wireless module installed
in the system that is not
supported and has been
disabled.
WLAN Module ID (702)
WWAN Module ID (703)
Bluetooth Module ID (704)
GPS Module ID (705)
Front audio cable has been
detached or unseated from
the system motherboard.
70x Remove non-supported component.
100 Reseat the front audio cable on the system board.
drive may have failed.
successfully. No further action is required.
latest version of the BIOS and install it.
If reinstalling the BIOS fails, contact support for further
assistance.
CMOS Recovery CMOS Recovery Occurred 502 This message indicates that CMOS recovery was completed
successfully. No further action is required.
Battery Check Primary Battery Replace 601 This message indicates that the primary battery has very low
capacity. See Checking the Status of the Battery”
http://h20566.www2.hp.com/hpsc/doc/public/display?
docLocale=en_US&docId=emr_na-c00821536 for details on
using the HP Support Assistant to verify the battery capacity and,
if necessary, order a replacement.
Wireless Modules Not installed or responding 701 Reseat the wireless LAN adapter module and antennas.
Because seating or reseating a wireless LAN adapter is unique to
each computer model, see the WLAN module removal section in
the removal and replacement chapter for further details.
Contact support if third-party wireless adapters are installed in
the computer.
Keyboard Error Keyboard has
malfunctioned.
CPU Fan Not Detected CPU fan is not connected or
may have malfunctioned.
Chassis Fan Not
Detected
Chassis Fan Not
Detected (Rear)
Chassis fan is not
connected or may have
malfunctioned.
800 Replace the keyboard.
900 Check the fan connection. If properly connected, replace the fan.
901 Check the fan connection. If properly connected, replace the fan.
76 Chapter 6 Troubleshooting guide
Table 6-5 System diagnostics failure codes and user actions (continued)
Error
Test description Failure description
Chassis Fan Not
Detected (Front)
Fan Fan not operating correctly 90B The system fan may be malfunctioning. Replace the fan.
code Suggested user actions
System Temperature Thermal shutdown has
occurred.
Fan Speed Failure The system has detected
that a cooling fan may not
be working properly.
Power Good (Troubleshooting) lights
HP has added troubleshooting power lights to mobile workstations to help troubleshoot power-on issues. The
lights indicate when the system board power rails are unstable and/or the system needs a hardware reset.
Power good lights
90D The System BIOS has detected your machine was previously shut
down to avoid overheating. Overheating may occur if the cooling
vents are blocked or the operating temperature exceeds the
system specications. The machine should return to normal
operation once the situation is resolved.
90F Try the following:
●
Press Enter to clear the message and boot to the Windows
desktop.
●
Shut down Windows.
●
Clean the exterior of the vents to remove dust build-up
while the computer is O.
●
Check for a BIOS update.
Power good lights, HP ZBook Studio G4 model location
Troubleshooting lights diagram
General troubleshooting steps 77
These lights should be visible after removing the service door or bottom
cover. Consult with support for platform-specic locations of the lights.
●
Example: System board is good. Lights that turn on briey (< 1 second) and immediately turn o indicate
normal function. In this case, system (3.3V), power good (3.3V), and system reset (3.3V) are all good and
troubleshooting lights should not be lit. However, other external lights should be lit as normal
afterward.
Troubleshooting lights External lights Action Note
O On Do not replace system board No power-on issue
On O Replace board Power-on issue
●
Example: System board needs replacement. When (1) system 3.3V exists, but one power rail is bad then
(2) power good is low (0V), and troubleshooting lights will turn on.
After you press the system power button, troubleshooting lights will turn on for 5 seconds and turn
o. The system external lights will not light up. Follow general troubleshooting steps (i.e., remove
recently added hardware, test with minimum conguration, etc.) prior to replacing the system board.
Resolve the issue
8. Hard reset
A hard reset or forced reset (http://support.hp.com/us-en/document/c01684768) erases all information in
the computer's memory and may restore functionality. Resetting the computer forces the system to clear and
reestablish the connections between the BIOS and the hardware.
IMPORTANT: Battery removal is NOT necessary for a hard reset on G3 or G4 mobile workstations. Follow the
instructions for a computer with a non-removable battery.
78 Chapter 6 Troubleshooting guide
Performing a hard reset might x the following common conditions:
●
Windows stops responding.
●
Computer stops before Windows loads, indicated by incomplete boot-up, blinking cursor on a black
background, and errors relating to operating system not found or a missing drive.
●
Display suddenly goes blank and stays blank.
●
Software freezes.
●
Keyboard stops responding.
●
The computer does not exit Sleep or Suspend state.
●
An external device stops responding. Turn o the power to that device in addition to performing the
steps in this document.
Before performing a hard reset, you must disconnect or remove all peripheral devices. You should start and
test the computer by itself, and if the problem is not resolved, reconnect one peripheral device at a time. To
resolve the startup or operational problem, run HP Support Assistant, or manually install all updated drivers
from Microsoft and HP.
Before beginning, turn the computer over and look for a battery compartment door (service door). For 2015
platforms, the battery is considered removable but not accessible. See the battery section for how to remove/
unplug the battery.
To perform a hard reset on a computer with a sealed or non removable battery, use the following steps:
1. Turn o the computer.
2. Remove the computer from any port replicator or docking station.
3. Disconnect all external connected peripheral devices such as USB storage devices, external displays, and
printers.
4. Unplug the AC adapter from the computer.
5. Press and hold the power button for at least 15 seconds to drain residual power.
6. Plug the AC adapter back into the computer, but do not connect any of the peripheral devices.
7. Press the power button to turn on the computer.
8. If a startup menu appears, use the arrow keys to select Start Windows Normally, and then press the
Enter key.
9. After reconnecting each of the peripheral devices, run Windows Update and HP Support Assistant to
update all device drivers.
Clear CMOS
CMOS refers to the battery-powered, semiconductor chip located on computer's system board. Notebooks
store low-level settings like the system time and hardware settings in CMOS. Sometimes it is necessary to
clear CMOS, which requires removing and reinserting the 3V RTC battery for a short period of time (a few
minutes before reinserting), in addition to removing the AC adapter and battery.
NOTE: Clearing the CMOS should only be performed for troubleshooting purposes. There is no reason to
clear CMOS if the computer is working properly.
The notebook service door must be removed to access the CMOS battery. See the RTC battery replacement
section for the battery removal/replacement.
General troubleshooting steps 79
9. Soft reset (Default Settings)
NOTE: Some company policies prohibit updates or changes. Check whether the computer has custom BIOS
settings before taking action.
If your computer is having issues booting, has errors during boot, is running into issues after adding
hardware, or you are having other abnormal system behaviors that cannot be resolved through any other
methods (i.e., hard reset), it may be necessary to reset the system BIOS to default settings.
To load BIOS to default settings: Reboot the computer, and then press F10 > Main > Restore defaults. For
more information, see the BIOS F10 Setup technical white paper at http://support.hp.com, enter your
computer model, and then go to
10. Reseat cables and connections
NOTE: Before disassembling the computer to reseat cables and connections, always disconnect power and
remove the battery or disconnect a non removable battery.
Many problems are caused by improper connections or loose connections due to abnormal movement and
vibration. See Cable management on page 139 and Connector types on page 140 for suggested cable
management practices when removing and installing components.
You can access and reseat connections for Customer Self-Repair (CSR) parts (see the “Removal and
replacement procedures for Customer Self-Repair parts” chapter for details). Examples of reseating hardware
include:
Manuals > White papers > HP PC BIOS F10 Setup Guide.
●
Reseating the battery into the battery bay can resolve no-battery found and no-charging issues.
●
Reseating memory modules can resolve memory error, no-boot, and blue screen issues.
●
Reseating the hard drive can resolve a POST error 3F0 (no boot device) issue (see POST Error Messages
and User Actions on page 130).
●
Reseating the keyboard cable can resolve an unrecognized keys error.
●
Reseating the wireless module and antenna cable can resolve a wireless connection issue.
For eld replaceable units (FRUs), authorized service providers can try the following steps (for more
information, see the ”Removal and replacement procedures for authorized service provider parts” chapter).
●
Reseating the fan cable can x POST error 90B (no fan detected) issue (see POST Error Messages and
User Actions on page 130).
●
Reseating the power cable can x a no boot issue.
●
Reseating the daughterboards (some models may have a power button board, VGA board, etc.) can
resolve their functional issues.
●
Reseating graphics cables and panel connectors can x distorted/ickering video.
●
Replacing thermal pads may resolve thermal power-down issue.
11. Test with minimum conguration
The factory-shipped computer (hardware conguration and preinstalled operating system image) is well
tested and ready for use. Therefore, using the original factory hardware conguration and/or booting to
operating system safe mode often resolves issues quickly.
80 Chapter 6 Troubleshooting guide
●
Disconnect any external USB storage, remove any discs in optical drives, remove the computer from a
docking station, remove external video, etc.
●
In addition to removing recently added components, the issue can be narrowed down further with a
minimum conguration. For example, if HP PC Diagnostics reports a memory error, test one memory
module at a time to isolate the defective module.
●
If the computer does not successfully boot the operating system, booting to safe mode may help
identify what may be causing the issue as described below.
Essential hardware conguration
NOTE: This step is to be used by authorized service providers only. HP will not honor the warranty for a
system tested with the system board removed without the heat sink, fan, etc.
If none of the steps above resolve the issue, start the computer with essential hardware only. The purpose is
to remove as much as hardware as possible while still maintaining the computer’s ability to turn on.
This essential conguration is often used to troubleshoot power-on related issues, such as no-boot, reboot,
and freezing issues.
The essential hardware consists of the following:
●
System board
●
AC adapter (unplug nonremovable battery or remove battery)
●
Processor (and heat sink/fan). (Processor may be integrated into the system board.)
Safe mode
●
Memory (one veried working memory DIMM)
●
Graphics card (if no VGA port is available on the system board). Platform may have both Intel integrated
graphics and discrete graphics. Therefore, discrete graphics card may not be needed.
●
External VGA monitor
●
External USB keyboard
●
External mouse
NOTE: After the service door is removed, disconnect all connections (internal keyboard, display, discrete
GPU, hard drive/solid-state drive, daughterboards, etc.) to achieve the essential hardware conguration
above. DO NOT disassemble the system board from its enclosure at this time.
Reverse the procedure above by reinstalling each piece of hardware removed, one piece at a time, and testing
your computer after each installation. Since your computer works with only the essential hardware installed,
those parts must be working properly. This means that one of the hardware components removed is causing
the computer to not work properly. By installing each device back into the computer and testing each time,
the failing hardware will eventually be identied.
A driver conict often results in a blue screen error message. Therefore, booting in safe mode can resolve
many issues in Windows because safe mode forces the computer to load a limited version of Windows which
only contains essential les. Safe mode is useful for troubleshooting problems with programs and drivers
that might not start correctly or that might prevent Windows from starting correctly.
If a problem does not reappear when you start in safe mode, eliminate the default settings and basic device
drivers as possible causes. Refer to the links below for how to start your computer in safe mode:
General troubleshooting steps 81
●
HP PCs – Windows 7 Safe Mode: http://support.hp.com/us-en/document/c01835750
●
HP PCs – Windows Safe Mode (Windows 10, 8): http://support.hp.com/us-en/document/c03439317
12. Test with veried working conguration (hardware and/or operating system)
One troubleshooting technique that can quickly isolate an issue is using a veried working part while testing.
A good example is to use an external keyboard, mouse, or VGA monitor when you have issues with an internal
keyboard, TouchPad, or display. Testing with a veried working AC adapter can identify an error caused by a
faulty one. Similarly, testing with a veried working operating system can determine bad behaviors of the
current operating system. See Non HP diagnostics tools on page 72 for instructions about obtaining and using
a Windows-To-Go USB.
NOTE: In some situations, more than one item may contribute to a problem.
13. Replace the system board
The system board may be replaced only by authorized service providers. This should not be considered an
initial step taken to resolve an issue. Review and perform all steps discussed previously before replacing the
system board. 4. Update BIOS and drivers on page 68, 7. Status lights, blinking light codes, troubleshooting
lights, and POST error messages on page 73, 8. Hard reset on page 78, and 9. Soft reset (Default Settings)
on page 80, and/or 10. Reseat cables and connections on page 80 can resolve many system board issues
without requiring the eort of replacing unnecessary hardware.
Review Table 6-1 Troubleshooting methodology and general troubleshooting steps on page 64 for
appropriate troubleshooting steps.
IMPORTANT: System board failure is not common. Do not replace the system board until you have tried all
other troubleshooting options.
NOTE: Determine whether a previous service case might be related to the current problem. For example, a
fan detection issue may be caused by a loose connection resulting from previous service.
TIP: Without an RTC battery (3V coin-cell battery), the computer automatically reboots. This is a useful
feature when the power connector cable (between external AC adapter and system board) is defective.
NOTE: Most of the time, eective troubleshooting can prevent a system board replacement.
Items that may prevent resolution of the issue:
●
The information provided about the issue omits key details, including any actions taken before the issue
occurred.
●
BIOS, software, and drivers have not been updated.
●
Cables or connections are loose.
●
Technician is unaware of information available from the HP Support website (i.e., CA - Customer
Advisory).
●
The issue is related to existing or known issues that may be identied in existing support articles.
●
Technician may have omitted steps in the provided repair instructions (e.g., Spare Part Replacement
Instructions).
●
Skipping one of steps from Troubleshooting Methodology table results in No Defect Found (NDF)/No
Fault Found (NFF)/No Issue Detected (NID) messages.
82 Chapter 6 Troubleshooting guide
Verify solution
●
Verify that the implemented solution works. Reboot the system or device and try to complete the task
that produced the issue.
●
If a part has been replaced, verify other basic functions. For example, GPU replacement requires
keyboard removal. Therefore, it is good practice to verify all basic components to be sure that the
solution is complete.
●
Explain to the customer why the issue occurred and what was done to resolve it. If the solution you used
was in an HP Public document, provide the document information to the customer, letting them know it
can be located on
Advise the customer to check the website rst when they have an issue. It may save them time calling in.
●
Document the correct issue. Update the case with as many details as possible for other agents and
engineering to analyze and study for lessons learned.
Helpful Hints
After you become familiar with the general troubleshooting steps above (General troubleshooting steps
on page 64), follow the helpful hints below before running diagnostics and troubleshooting.
At startup
TIP: If you have installed an operating system other than the factory-installed operating system, go to
http://http://www.hp.com/go/quickspecs and verify that it is supported on your system.
www.hp.com. Also, tell them that there are other solutions available on the website.
1. Be sure that the computer is plugged into a working AC outlet.
2. Be sure that power is connected to the docking station if a dock is used.
3. Be sure that the AC adapter light is on.
4. Be sure that the AC adapter is connected when you update BIOS to avoid BIOS corruption.
5. Be sure that the computer is turned on, the rear power light is solid white (connected to an external
power source) and the front power light is solid white (normal operation).
6. Remove all optical and ash drives from your system before turning it on.
7. Be sure that the boot option is set to a working operating system drive.
8. Be sure that externally connected monitors are turned on and their power lights are on. Not all monitors
are equipped with lights to indicate their functionality.
9. Turn up the brightness and contrast controls of a display or external display device if the screen is dim.
During operation
1. To wake the computer:
Helpful Hints 83
a. Press the power button or any key on the keyboard.
b. If the system remains in the Sleep (Windows), Suspend (Linux), or Hibernate state, shut down the
system by pressing and holding the power button for at least four seconds.
c. If the system does not shut down, unplug the power cord, wait a few seconds, and then plug it in
again. Then press the power button again to restart the system. If it does not turn on, press the
power button to start the computer.
2. Look for blinking lights on the computer. The blinking lights could be error codes that will help diagnose
the problem.
3. Check all cables for loose or incorrect connections (external devices, power cords, dock, etc.).
4. After installing a non-Plug and Play expansion board or other option, recongure the computer. For
example, if you upgrade to a solid-state drive, you may need to recongure the boot order.
5. Be sure that all required device drivers have been installed. For example, if you have connected a printer,
you must install a printer driver.
6. If there is a network connection issue, plug another computer with a dierent cable into the network
connection. There might be a problem with the network plug or cable.
7. If hardware has recently been installed, remove it and determine whether the computer functions
properly.
8. If software has recently been installed, uninstall it and determine whether the computer functions
properly.
9.
If the screen is blank, conrm the display choice by pressing Windows logo + P and set to screen
only. Or plug an external monitor into a dierent video port on the computer if one is available and close
the computer lid.
10. Verify that the latest version of BIOS, drivers, and software are installed. A new release might support
new features or x the problem.
11. Press the caps lock and/or num lock key. If the caps lock and/or num lock light toggles on or o, the
keyboard is likely operating correctly.
12. Press the TouchPad On/O button light. If the light toggles on or o, the TouchPad is likely operating
correctly.
Consulting with HP Service
If further HP support is required, a lot of the following information may be requested when you call, so it may
be helpful to take notes.
●
Technical support registration number (if applicable)
●
Product serial number
●
Product model name and number
●
Product identication number
●
Applicable error messages
●
Add-on boards or hardware
●
Third-party hardware or software
●
Operating system type and revision level
84 Chapter 6 Troubleshooting guide
Common issues and possible solutions
This section contains common issues, symptoms, and a series of tables that describe possible solutions to
issues from Failure classication on page 65 tables. The following sections identify the issue with symptoms
and solutions to resolve an issue.
Power-on issues
No Power
When a unit experiences no power there are several contributing factors to consider. Be sure to consider all
symptoms related to this behavior in troubleshooting.
Symptoms
●
Computer does not start
●
Display is black or blank
●
No fan noise
●
No hard drive spinning
●
Lights do not glow
Troubleshooting steps
Possible causes
Failed power input to the computer (external power source, AC adapter, faulty battery).
Bad connection to the computer (bad power button, power connector).
Defective parts (memory, hard drive, graphics) or failed system board.
Perform quick check
Remove all external devices, including docking station.
Verify external power source (2. Examine the environment on page 67).
Perform a hard reset (8. Hard reset on page 78).
Verify AC adapter
It is preferable to verify the battery before verifying the AC adapter. However, you can
verify the AC adapter rst, before opening the service door for a battery check.
●
Verify AC adapter is compatible with product. Verify that the part number is for
this computer if possible.
●
Verify AC adapter and power cord are good (no physical damage, bent middle ID
pin).
●
Verify AC adapter works on a veried working computer.
●
Plug in AC adapter and power on computer without battery.
●
Inspect power port on computer side for any damage, dust, or debris.
●
Check power light (7. Status lights, blinking light codes, troubleshooting lights,
and POST error messages on page 73). Rear power light indicates external power
to the computer is good.
NOTE: Refer to battery replacement section
for removing/replacing the battery
Verify battery condition/status
1. Check battery condition (overall result, cycle life, voltage, etc.) using HP PC
Hardware Diagnostics (UEFI) or HPSA tools.
2. Verify that battery is installed properly in battery bay without a gap and that
latch locks are tight (for models with removable batteries).
Common issues and possible solutions 85
3. Check battery status light (7. Status lights, blinking light codes, troubleshooting
lights, and POST error messages on page 73). Be sure that battery is not fully
discharged, preventing system from booting.
4. Determine whether the computer can turn on with battery only.
5. Remove service door and test with a veried working battery. If the computer
boots, inspect original battery before replacement.
6. Test battery with a veried working computer to verify that it is OK.
7. If there is still no boot, remove battery and boot on AC power only.
The sections below are intended for authorized service providers/technicians.
Verify AC adapter – voltage
1. Measure DC voltage output that should be around 19.5 VDC and acceptable
voltage range is from 18.5 – 20.5 VDC.
2. If the DC voltage is out of range, replace the AC adapter.
NOTE: This action requires a digital voltmeter.
NOTE: 2015 mWS does not have the power
cable between system board and power
connector on chassis
Verify blinking lights (7. Status lights, blinking light codes, troubleshooting lights,
Verify Power Good (Troubleshooting) lights
Verify system board
Verify power button, power connector
1. Be sure that power button is not stuck.
2. Reseat power connector cable (if applicable).
3. Replace new power connector cable (if the cable exists and is defective)
4. To isolate faulty power connector cable and power button, technicians can short
power-on pads/pins to power up the computer. Contact HP Engineering for this
information.
and POST error messages on page 73)
At this point, there should be sucient power from the AC adapter to the system
board. Expect to hear the fan spinning and see blinking lights or error messages (i.e.,
faulty memory, HDD, etc)
1. Verify if the system board has power-on issue related. If there is no power-on
issue, move to next steps. For more information, see Power Good
(Troubleshooting) lights on page 77.
2. Verify all connections and reseat parts (10. Reseat cables and connections
on page 80).
1. Test essential hardware conguration (11. Test with minimum conguration
on page 80, 12. Test with veried working conguration (hardware and/or
operating system) on page 82, 13. Replace the system board on page 82) by
removing nonessential parts.
Tips and tricks Computer automatically boots without pressing power button when RTC 3V battery
86 Chapter 6 Troubleshooting guide
2. If there is still no boot, replace system board.
has been removed. Therefore, after the service door and RTC 3V battery are removed,
no need to press power button from top side.
In essential hardware conguration, mWS G1 and G2 may require discrete GPU to boot.
However, mWS G3 can boot with integrated graphics.
Intermittent power-on, shutdown, reboot
See “Overview of How to Troubleshoot Problems When a Computer Does Not Start Up
or Boot Properly” at http://h20566.www2.hp.com/hpsc/doc/public/display?
docLocale=en_US&docId=emr_na-c01443371
Symptoms
●
Does not always turn on
●
Intermittently hangs
●
Intermittently shuts down
●
Spontaneously reboots
Troubleshooting steps
The sections below are intended for authorized service providers/technicians.
1. Follow actions in No Power on page 85.
Possible causes
Electrical short, uctuating power source, unstable power rails, loose connections, bent
pins, stray wires, dust, obvious damage, nearly faulty parts (bulging/leaking capacitor).
Potentially will turn into a no power issue soon (No Power on page 85).
1. Make sure drivers are updated.
2. Visually check power ports on both AC adapter and computer sides.
3. Inspect power sources:
a. Verify AC adapter working correctly. Use a conrmed working adapter to test.
b. Verify that battery is not depleted while system is in Sleep state. Test with a
conrmed working battery.
a. Be sure that AC adapter has correct DC voltage.
b. Verify battery - test with a conrmed working battery.
c. Verify that power button is not stuck.
d. Verify that power connector is not loose.
e. Verify that Power Good LEDs are solid.
f. Remedy loose connections and reseat major components (processor, memory,
GPU, hard drive/solid-state drive, etc).
2. Perform visual check for loose connections, bent pins, stray wires, dust, nearly
faulty parts (bulging/leaking capacitor).
3. Test essential hardware conguration (11. Test with minimum conguration
on page 80)
a. If system boots, reinstall nonessential hardware one component at a time to
isolate issue.
b. If system does not boot, replace essential hardware with veried working
parts, one component at a time. If system still does not boot, replace system
board.
Common issues and possible solutions 87
AC adapter issue
Solution
Symptoms
●
No sign of power
●
No boot
●
No rear power light
●
No front power light
●
Battery does not charge when AC
adapter is connected
Verify AC adapter
Possible causes
AC adapter and others (i.e., external power source)
Troubleshooting steps
Quick check
1. Verify external power source (2. Examine the environment on page 67).
2. Remove all external devices, including docking station.
3. Perform a hard reset for the computer (8. Hard reset on page 78).
4. Disconnect and reassemble the power cord and adapter in case the adapter
experienced short circuit, over current, over temperature events.
5. Use a veried working adapter. If the computer operates normally, there is a
problem with the original adapter.
6. Verify that the AC adapter works on a veried working computer. If the computer
operates normally, there is no problem with the adapter. See HP Smart Adapter
warning message on page 102 for further information.
1. Remove working battery.
2. Verify that AC adapter is compatible with product. Verify that part number is for
this computer if possible.
3. Inspect AC adapter and power cord for physical damage, bent middle ID pin.
4. Plug in AC adapter and power the computer without battery.
5. Inspect the power port on computer side for any damage, dust, debris.
6. Check power light (7. Status lights, blinking light codes, troubleshooting lights,
and POST error messages on page 73). Rear power light indicates that external
power to the computer is good.
7. If there is still no rear power light or no boot, replace the AC adapter.
Tips and tricks The HP Smart AC adapter has a special pin in the middle, called the ID pin, for power
Battery not recognized, not charging
Symptoms
●
No battery status light
●
Blinking amber (critically low
battery level)
88 Chapter 6 Troubleshooting guide
rating and throttling purpose. If this pin is broken, the rear power light will be on but
the power button and front power lights will blink continuously and the computer will
not turn on. Third party AC adapter will not work on the computer.
Use the AC adapter that came with the computer for better performance.
See “HP Notebook PCs - Testing and Using the AC Power Adapter” at
http://h20564.www2.hp.com/hpsc/doc/public/display?docId=emr_na-c00363266
Possible causes
Defective AC adapter and/or battery.
NOTE: Before proceeding, verify that the computer can boot to BIOS or Windows with a
good AC adapter.
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