HP ZBook x2 Detachable Workstation
Maintenance and Service Guide
IMPORTANT! This document is intended
for HP authorized service providers only.
© Copyright 2018 HP Development Company,
L.P.
Bluetooth is a trademark owned by its proprietor
and used by HP Inc. under license. Intel and Core
are U.S. registered trademarks of Intel
Corporation. Microsoft and Windows are either
registered trademarks or trademarks of
Microsoft Corporation in the United States
and/or other countries. SD Logo is a trademark
of its proprietor.
The information contained herein is subject to
change without notice. The only warranties for
HP products and services are set forth in
the express warranty statements accompanying
such products and services. Nothing herein
should be construed as constituting an
additional warranty. HP shall not be liable for
technical or editorial errors or omissions
contained herein.
Second Edition: June 2018
First Edition: December 2017
Document Part Number: 913262-002
Product notice
Not all features are available in all editions of
Windows 10. This tablet may require upgraded
and/or separately purchased hardware, drivers
and/or software to take full advantage of
Windows 10 functionality. See for
http://www.microsoft.com details.
Safety warning notice
WARNING! To reduce the possibility of heat-related injuries or of overheating the device, do not place
the device directly on your lap or obstruct the device air vents. Use the device only on a hard, at surface.
Do not allow another hard surface, such as an adjoining optional printer, or a soft surface, such as pillows or rugs
or clothing, to block airow. Also, do not allow the AC adapter to contact the skin or a soft surface, such as
pillows or rugs or clothing, during operation. The device and the AC adapter comply with the user-accessible
surface temperature limits dened by the International Standard for Safety of Information Technology
Equipment (IEC 60950-1).
iii
iv Safety warning notice
Table of contents
1 Product description .................................................................................................................................................................................. 1
2 Getting to know your tablet .................................................................................................................................................................... 4
Locating hardware .................................................................................................................................................................... 4
Locating software ..................................................................................................................................................................... 4
Right side ................................................................................................................................................................................... 5
Left side ..................................................................................................................................................................................... 7
Top .............................................................................................................................................................................................. 8
Front ........................................................................................................................................................................................... 9
Front (continued) .................................................................................................................................................................... 10
Front (continued) .................................................................................................................................................................... 11
Bottom ..................................................................................................................................................................................... 12
Rear .......................................................................................................................................................................................... 12
Keyboard base components ................................................................................................................................................ 13
TouchPad ............................................................................................................................................................ 13
Lights ................................................................................................................................................................... 14
USB port .............................................................................................................................................................. 15
Optional HP ZBook x2 Pen ................................................................................................................................................... 16
3 Illustrated parts catalog ........................................................................................................................................................................ 17
Labels ....................................................................................................................................................................................... 17
Tablet components ................................................................................................................................................................ 19
Miscellaneous parts ............................................................................................................................................................... 22
4 Removal and replacement preliminary requirements ..................................................................................................................... 24
Tools required ......................................................................................................................................................................... 24
Service considerations .......................................................................................................................................................... 24
Plastic parts ........................................................................................................................................................ 24
Cables and connectors ..................................................................................................................................... 25
Drive handling .................................................................................................................................................... 25
Grounding guidelines ............................................................................................................................................................. 26
Electrostatic discharge damage ...................................................................................................................... 26
Packaging and transporting guidelines ..................................................................................... 27
Workstation guidelines ............................................................................................ 27
v
5 Removal and replacement procedures .............................................................................................................................................. 29
Component replacement procedures ................................................................................................................................. 29
Kickstand ............................................................................................................................................................. 29
Display panel assembly .................................................................................................................................... 30
QuickKey button board ..................................................................................................................................... 36
Display panel cable ........................................................................................................................................... 37
Fingerprint reader board .................................................................................................................................. 38
Battery ................................................................................................................................................................. 39
Wireless antenna ............................................................................................................................................... 40
Front-facing webcam/microphone module .................................................................................................. 42
Rear-facing webcam module .......................................................................................................................... 43
HDMI/USB connector board ............................................................................................................................. 44
POGO pin connector cable ................................................................................................................................ 45
System board ..................................................................................................................................................... 46
Fan/heat sink assembly .................................................................................................................................... 49
RTC battery ......................................................................................................................................................... 52
Memory module ................................................................................................................................................ 53
Solid-state drive ................................................................................................................................................ 54
Speakers ............................................................................................................................................................. 55
Hinges .................................................................................................................................................................. 57
6 Troubleshooting guide .......................................................................................................................................................................... 58
Resources ................................................................................................................................................................................ 59
General troubleshooting steps ............................................................................................................................................ 59
Identify the issue ............................................................................................................................................... 60
1. Understand the issue ............................................................................................................... 60
Boot up sequence .................................................................................................... 60
Failure classication ................................................................................................. 60
2. Examine the environment ....................................................................................................... 62
3. Perform a visual inspection of hardware .............................................................................. 63
4. Update BIOS and drivers .......................................................................................................... 63
Manually updating BIOS and drivers ..................................................................... 63
Remotely deploying BIOS and drivers .................................................................. 63
Analyze the issue ............................................................................................................................................... 63
5. Remove or uninstall recently added hardware, software ................................................. 63
6. HP Hardware Diagnostics and Tools ..................................................................................... 64
HP PC Hardware Diagnostics (UEFI) ...................................................................... 64
HP Support Assistant (HPSA) ................................................................................. 66
HP BIOS Conguration Utility (BCU) ....................................................................... 67
HP Image Diagnostic Tool ....................................................................................... 67
HP Thermal Monitor ................................................................................................. 67
vi
Non HP diagnostics tools ........................................................................................ 67
7. Status lights, blinking light codes, troubleshooting lights, and POST error
messages ....................................................................................................................................... 68
Status lights .............................................................................................................. 68
Blinking light codes .................................................................................................. 69
POST error messages .............................................................................................. 69
Resolve the issue ............................................................................................................................................... 70
8. Hard reset .................................................................................................................................. 70
9. Soft reset (Default Settings) ................................................................................................... 71
10. Reseat cables and connections ........................................................................................... 72
11. Test with minimum conguration ....................................................................................... 72
Essential hardware conguration .......................................................................... 73
Safe mode ................................................................................................................. 73
12. Test with veried working conguration (hardware and/or operating system) .......... 74
13. Replace the system board .................................................................................................... 74
Verify solution .................................................................................................................................................... 75
Helpful Hints ........................................................................................................................................................................... 75
At startup ............................................................................................................................................................ 75
During operation ................................................................................................................................................ 76
Consulting with HP Service .............................................................................................................................. 76
Common issues and possible solutions ............................................................................................................................. 77
Power-on issues ................................................................................................................................................ 77
No Power ........................................................................................................................................ 77
Intermittent power-on, shutdown, reboot ............................................................................... 79
AC adapter issue ........................................................................................................................... 80
Battery not recognized, not charging ........................................................................................ 81
Battery discharges too fast ......................................................................................................... 82
Burnt smell .................................................................................................................................... 83
POST .................................................................................................................................................................... 84
No video (with power) .................................................................................................................. 84
Blinking lights ................................................................................................................................ 85
Diagnostics error messages ........................................................................................................ 86
BIOS password .............................................................................................................................. 87
Performance (OS) .............................................................................................................................................. 87
Intermittent shutdown ................................................................................................................. 88
Blue screen .................................................................................................................................... 89
Freeze at Windows Logo (hang/lockup) .................................................................................... 92
Electromagnetic Interference (EMI) ........................................................................................... 93
No wake up .................................................................................................................................... 93
Unresponsive ................................................................................................................................. 95
Slow performance ........................................................................................................................ 95
vii
HP Smart Adapter warning message ........................................................................................ 96
Incorrect time and date ................................................................................................................ 97
Display ................................................................................................................................................................. 97
Display anomalies ......................................................................................................................... 97
Symptom ................................................................................................................... 97
Quick check ................................................................................................................ 98
HP PC Hardware Diagnostics (UEFI) for video test .............................................. 98
Display assembly diagram ...................................................................................... 99
Dead pixel ....................................................................................................................................... 99
No video (internal) ........................................................................................................................ 99
No video (external) ..................................................................................................................... 100
DisplayPort/VGA ......................................................................................................................... 100
HDMI ............................................................................................................................................. 100
No or bad external video via docking ...................................................................................... 101
Incorrect or missing color/distorted image ............................................................................ 101
Touch screen ............................................................................................................................... 102
I/O devices ........................................................................................................................................................ 103
Keyboard ...................................................................................................................................... 103
Keyboard point stick .................................................................................................................. 104
Keyboard backlight .................................................................................................................... 104
TouchPad ..................................................................................................................................... 105
Network connectivity wireless (WLAN) ................................................................................... 105
WWAN ........................................................................................................................................... 106
USB ............................................................................................................................................... 107
Smart card reader ...................................................................................................................... 108
Speaker, headphone - audio issues ........................................................................................ 109
Thunderbolt (TB) ......................................................................................................................... 110
Storage ............................................................................................................................................................. 111
Hard drive/solid-state drive not recognized .......................................................................... 112
No boot to operating system (no read/write error) .............................................................. 112
Read-write error ......................................................................................................................... 113
Slow performance ...................................................................................................................... 113
Blue screen (BSOD) error ........................................................................................................... 114
Noisy hard drive .......................................................................................................................... 114
Mechanical ........................................................................................................................................................ 115
Fan error message - 90B ............................................................................................................. 49
Noise (sound) .............................................................................................................................. 116
Fan runs constantly .................................................................................................................... 117
Thermal shutdown (hot) ........................................................................................................... 118
Stuck power button .................................................................................................................... 119
Additional information ........................................................................................................................................................ 119
viii
Acronyms .......................................................................................................................................................... 119
Blinking lights and boot error codes ............................................................................................................ 120
Processor not executing code .................................................................................................. 120
BIOS recovery code unable to nd valid BIOS recovery image ............................................ 121
Memory module error ................................................................................................................ 121
Graphics Controller Error (No Controller) ................................................................................ 121
Failure - System Board Error .................................................................................................... 121
Intel Trusted Execution Technology (TXT) Error ................................................................... 122
Sure Start unable to nd valid BIOS Boot Block image ......................................................... 122
Sure Start has identied a problem (Manual Recovery Policy Set) .................................... 122
POST Error Messages and User Actions ...................................................................................................... 123
Routine Maintenance for Performance Improvement .............................................................................. 125
Common Blue Screen Error Messages ........................................................................................................ 125
Error message list ...................................................................................................................... 125
Bug check symbolic names ...................................................................................................... 125
Microsoft general troubleshooting of Windows bug check codes ...................................... 126
Use Windows Debugging Tool ...................................................................................................................... 126
Windows Software Development Kit (SDK) ............................................................................ 127
Display Issue: Pixel Anomalies ...................................................................................................................... 131
Cable management ........................................................................................................................................ 132
Connector types .............................................................................................................................................. 133
7 Tablet Setup (BIOS), TPM, and HP Sure Start ................................................................................................................................... 135
Using Tablet Setup ............................................................................................................................................................... 135
Starting Tablet Setup ...................................................................................................................................... 135
Navigating and selecting in Tablet Setup .................................................................................................... 135
Restoring factory settings in Tablet Setup .................................................................................................. 136
Updating the BIOS ........................................................................................................................................... 136
Determining the BIOS version .................................................................................................. 136
Downloading a BIOS update ..................................................................................................... 137
Changing the boot order ................................................................................................................................ 138
TPM BIOS settings (select products only) ........................................................................................................................ 138
Using HP Sure Start (select products only) ..................................................................................................................... 138
8 Using HP PC Hardware Diagnostics (UEFI) ....................................................................................................................................... 139
Downloading HP PC Hardware Diagnostics (UEFI) to a USB device ............................................................................. 140
9 Specications ........................................................................................................................................................................................ 141
ix
10 Backing up, restoring, and recovering ............................................................................................................................................ 142
Creating recovery media and backups ............................................................................................................................. 142
Creating HP Recovery media (select products only) ................................................................................. 142
Using Windows tools ........................................................................................................................................................... 143
Restore and recovery .......................................................................................................................................................... 144
Recovering using HP Recovery Manager ..................................................................................................... 144
What you need to know before you get started ................................................................... 144
Using the HP Recovery partition (select products only) ....................................................... 145
Using HP Recovery media to recover ...................................................................................... 145
Changing the computer boot order ......................................................................................... 146
Removing the HP Recovery partition (select products only) ............................................... 147
11 Statement of memory volatility ...................................................................................................................................................... 148
Current BIOS steps ............................................................................................................................................................... 148
Nonvolatile memory usage ................................................................................................................................................ 150
Questions and answers ...................................................................................................................................................... 152
Using HP Sure Start (select models only) ........................................................................................................................ 153
12 Power cord set requirements .......................................................................................................................................................... 154
Requirements for all countries .......................................................................................................................................... 154
Requirements for specic countries and regions ........................................................................................................... 154
13 Recycling ............................................................................................................................................................................................. 156
Index ........................................................................................................................................................................................................... 157
x
1 Product description
Category Description
Product Name HP ZBook x2 Detachable Workstation
Processors ● Intel® Core™ i7-8650U 1.90-GHz (turbo up to 4.20-GHz) quad core processor (8.0-GB L3 cache, 15-W)
● Intel Core i7-8550U 1.80-GHz (turbo up to 4.00-GHz) quad core processor (8.0-GB L3 cache, 15-W)
● Intel Core i7-7600U 2.80-GHz (turbo up to 3.90-GHz) dual core processor (4.0-GB L3 cache, 15-W)
● Intel Core i5-8250U 1.60-GHz (turbo up to 3.40-GHz) quad core processor (6.0-GB L3 cache, 15-W)
● Intel Core i5-7500U 2.70-GHz (turbo up to 3.50-GHz) dual core processor (4.0-GB L3 cache, 15-W)
Support for Intel Dynamic Platform and Thermal Framework (Intel DPTF) in HP BIOS
Chipset Integrated soldered-on-circuit (SoC)
Graphics Discrete graphics: NVIDIA® Quadro® M620 N17M-Q3 graphics subsystem with 2-GB GDDR5 (128Mb×32,
quantity 4), 128-bit
Support for the following:
● “No discrete graphics” opion (only on tablet models equipped with a graphics subsystem with
UMA memory)
● DreamColor (not available on tablet models equipped with a graphics subsystem with UMA memory or in
Hybrid graphics mode)
● Hybrid (switchable) Graphics (not available on tablet models in HP DreamColor mode)
● NVIDIA Optimus Technology
● Open GL
● DisplayPort 1.2 (supported through Thunderbolt 3)
● NVIDIA Mosaic Technology
Internal graphics: Intel GT2 Integrated Graphics
Panel 14.0-in, ultra-high denition (UHD), light-emitting diode (LED) backlight, AntiGlare (3840×2160), UWVA
DreamColor, 16:9 aspect ratio, leopard lm panel, 10-point multitouch [8-bit + 2 dithering] TouchScreen,
300 nits, 95% NTSC;
Support for ZBook x2 pen
Memory Two on-board system memory slots, non-customer-accessible/non-upgradable
DDR4-2133 SODIMMS
Support for dual-channel memory
Supports up to 32-GB of system memory
Supports the following DDR4-2133 congurations:
● 32768-MB (16384-MB × 2)
● 16384-MB (8192-MB × 2)
● 8192-MB (4096-MB × 2)
Storage Support for the following solid-state drives:
1
Category Description
Storage (continued) ● 1-TB, 2280.M2, Peripheral Component Interconnect Express (PCIe-3×4), Non-Volatile Memory Express
(NVMe), Double-Speed (DS) solid-state drive
● 1-TB, 2280.M2, PCIe-3×4, SuperSpeed (SS), HP Z Turbo Drive solid-state drive with triple-level cell (TLC)
● 512-GB, 2280.M2, PCIe-3×4, NVMe, HP Z Turbo Drive solid-state drive
● 512-GB, 2280, PCIe-3×4, self-encrypted drive (SED), HP Z Turbo Drive solid-state drive with Opal2 and TLC
● 512-GB, M2, SATA-3, Federal Information Processing Standards (FIPS) solid-state drive with TLC
● 256-GB, 2280.M2, PCIe-3×4, NVMe, SS, HP Z Turbo Drive solid-state drive with TLC
● 256-GB, PCIe, NVMe, HP Z Turbo Drive solid-state drive with multilevel cell (MLC)
● 128-GB, M.2, SATA-3 solid-state drive
Audio and video Audio:
HP Bang & Olufsen Audio
Support for Bang & Olufsen stereo speakers
Support for Intel Smart Sound Technology Audio (only on tablet models equipped with the Windows 10
operating system)
Microphones: Dual- and single-array (dual-array only on tablet models equipped with a front-facing webcam)
Video:
Front-facing 720P infrared webcam
Rear-facing 8-MP, MIPI webcam
Wireless Integrated wireless local area network (WLAN) options by way of wireless module incorporated
onto system board
Dual WLANs antenna built into tablet
Support for the Intel 802.11 2×2ac + Bluetooth 4.2 combination adapter (VPro) WLAN module
Support for the following:
● Miracast
● S3/S4 wake on WLAN
● SAR Intel Wireless LAN setting in BIOS
● HP Sure Connect
Near-eld communication (NFC): NXP NPC100 I2C NCI 10mm×25mm module and antenna integrated
into keyboard
External media cards Micro-Secure Digital (SD®) media reader slot
Ports ● AC power (multipin)
● Audio-out (headphone)/audio-in (microphone)
● Full-size SD card
● HDMI v1.4
● Micro-USB (used only for keyboard charging)
● POGO-pin keyboard
2 Chapter 1 Product description
● USB 3.0 charging (S3/S5)
● USB Type-C Thunderbolt 3 (2)
Category Description
Keyboard/pointing
devices
Power requirements Support for a 4-cell, 70-WHr, 4.55-AHr, Li-ion battery
Security Support for the following:
Backlit
Bluetooth capable
Charged through the micro-USB port
ClickPad requirements:
● Image sensor clickpad
● Glass with chemical-etched surface
● Gestures enabled by default (2-nger scrolling, 2-nger zoom/pinch)
● Taps enabled as default
Support for a 65-W, USB Type-C, 3-pin, non-PFC, AC adapter
Support for a 1.00-m power cord with a C5 connector in 6 countries/regions.
● Alcor Integrated Smart Card Reader (integrated into keyboard)
● BIOS preboot power on - BIOS option (password, ngerprint)
● Drive Encryption preboot option - (password, ngerprint, selected Smart cards)
● Fingerprint reader
● Security lock
● Smart card authentication (not supported after tablet detached from the keyboard)
● Trusted Platform Module (TPM) 2.0 (Inneon, integrated onto the system board)
Operating system Operating system version: Windows 10 RS2
Preinstalled:
● Windows 10 Home 64-bit
● Windows 10 Home 64-bit Chinese market (only available with PRC country location)
● Windows 10 Home 64-bit Single Language
● Windows 10 Professional 64-bit
● FreeDOS 2.0
Restore media (DRDVD/USBR):
● Windows 10 DRDVE (available with any Windows 10 operating system)
● Windows 10 USBR (for service only)
● Windows 10 Professional 64-bit OSDVD (available with any Windows 10 operating system)
Certied: Microsoft WHQL
Web-only support: Windows 10 Enterprise 64-bit and Windows 10 Enterprise 64-bit LTSB 1507
Serviceability End user replaceable parts:
● AC adapter
● Keyboard
● Kickstand
3
2 Getting to know your tablet
This chapter provides details about the tablet components, where they're located, and how they work.
Locating hardware
To nd out what hardware is installed on the tablet:
▲ Type device manager in the taskbar search box, and then select the Device Manager app.
A list displays all the devices installed on the tablet.
For information about system hardware components and the system BIOS version number, press fn+esc
(select products only).
Locating software
To nd out what software is installed on the tablet:
▲ Select the Start button.
– or –
Right-click the Start button, and then select Apps and Features.
4 Chapter 2 Getting to know your tablet
Right side
Item Icon Component Description
(1) Battery light When AC power is connected:
● White: The battery charge is greater than 90 percent.
● Amber: The battery charge is from 0 to 90 percent.
● O: The battery is not charging
When AC power is disconnected (battery not charging):
● Blinking amber: The battery has reached a low battery level.
When the battery has reached a critical battery level, the
battery light begins blinking rapidly.
● O: The battery is not charging
(2) Power connector Connects an AC adapter.
(3) USB Type-C power and Thunderbolt™ ports
with HP Sleep and Charge (2)
(4) HDMI port Connects an optional video or audio device, such as a high-denition
(5) USB 3.x SuperSpeed port with HP Sleep and
Charge
Connect an AC adapter that has a USB Type-C connector,
supplying power to the tablet and, if needed, charging the
tablet battery.
–and–
Connect and charge most USB devices that have a Type-C connector,
such as a cell phone, camera, activity tracker, or smartwatch, and
provides high-speed data transfer.
NOTE: Cables and/or adapters (purchased separately) may
be required.
–and–
Connect a display device that has a USB Type-C connector, providing
DisplayPort output.
NOTE: The tablet may also support a Thunderbolt docking station.
television, any compatible digital or audio component, or a highspeed High Denition Multimedia Interface (HDMI) device.
Connects a USB device, provides high-speed data transfer, and even
when the tablet is o, charges most products such as a cell phone,
camera, activity tracker, or smartwatch.
(6) Memory card reader Reads optional memory cards that store, manage, share, or access
information.
To insert a card:
Right side 5
Item Icon Component Description
(6) Memory card reader (continued) 1. Hold the card label up, with the connectors facing the tablet.
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.
(7) Fingerprint reader (select products only) Allows a ngerprint logon to Windows®, instead of a password logon.
(8) Vents Enable airow to cool internal components.
NOTE: The tablet 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.
(9) Kickstand Provides stability and a variety of viewing angles.
(10) Kickstand access tab Provides access to lift the kickstand away from the back of
the tablet.
6 Chapter 2 Getting to know your tablet
Left side
Item Icon Component Description
(1) Audio-out (headphone)/Audio-in
(microphone) jack
(2) Power button ● When the tablet is o, press the button to turn on the tablet.
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 devices.
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–
2. Select My PC, select the Specications tab, and then select
User Guides.
NOTE: When a device is connected to the jack, the tablet speakers
are disabled.
● When the tablet is on, press the button briey to initiate Sleep.
● When the tablet is in the Sleep state, press the button briey to
exit Sleep.
● When the tablet is in the 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 tablet has stopped responding and shutdown procedures are
ineective, press and hold the power button for at least 5 seconds to
turn o the tablet.
To learn more about power settings, see power options:
▲ Right-click the Power meter icon and then select
Power Options.
(3) Volume up button Increases speaker volume incrementally while you hold down
the button.
(4) Volume down button Decreases speaker volume incrementally while you hold down
the button.
(5) Security cable slot Attaches an optional security cable to the tablet.
Left side 7
Top
Item Icon Component Description
(5) Security cable slot (continued) NOTE: The security cable is designed to act as a deterrent, but it
may not prevent the tablet from being mishandled or stolen.
(6) Kickstand access tab Provides access to lift the kickstand away from the back of
the tablet.
(7) Kickstand Provides stability and a variety of viewing angles.
(8) Vents Enable airow to cool internal components.
NOTE: The tablet 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.
Component Description
Speakers (2) Produce sound.
8 Chapter 2 Getting to know your tablet
Front
NOTE: This tablet has HP Quick Keys. These keys provide quick access to app shortcuts, and they can be
customized to perform the most common key commands with the push of a single button.
Item Component Description
(1) HP Quick Key customizable button Press the button to perform the customized action. The default
action is Reference, which displays the interactive Virtual Desktop
overlay for the customizable buttons and optional pen. The overlay
displays what function each button is mapped to perform.
For more information and to customize the button settings, see the
User’s Guide.
(2) HP Quick Key customizable button Press the button to perform the customized action. The default
action is Undo.
To customize the button settings, see the User’s Guide.
(3) HP Quick Key customizable button Press the button to perform the customized action. The default
action is Touch On/O, which toggles the touch option on or o.
To customize the button settings, see the User’s Guide.
(4) HP Quick Key customizable button Press the button to cycle through the three customized options for
the top two HP Quick Keys (the ones with the up and down arrows).
The HP Quick Key Mode lights display which of the three Modes
are active.
The default setting controls only the left buttons. The left and right
can be changed to mirror selections; see the User’s Guide.
(5) HP Quick Key customizable button Press the button to perform the customized action. There are up to
three actions, which depend on the Mode selected. Use the HP Quick
Key Mode Select button to choose the mode. The HP Quick Key Mode
lights show which Mode is active. The default actions are:
● Switch the Virtual Desktop left
● Snap the current window left
● Display File Explorer
To customize the button settings, see the User’s Guide.
Front 9
Front (continued)
NOTE: This tablet has HP Quick Keys. These keys provide quick access to app shortcuts, and they can be
customized to perform the most common key commands with the push of a single button.
Item Component Description
(6) HP Quick Key customizable button Press the button to perform the customized action. There are up to
three actions, which depend on the Mode selected. Use the HP Quick
Key Mode Select button to choose the mode. The HP Quick Key Mode
lights show which Mode is active. The default actions are:
● Switch the Virtual Desktop right
● Snap the current window right
● Display Desktop
To customize the button settings, see the User’s Guide.
(7) HP Quick Key Mode lights On: The Mode is in use. In the default setting, the left Mode light
displays when the HP Quick Key customizable buttons on the top left
are used, and the right mode light displays when the HP Quick Key
customizable buttons on the top right are used. The lights cycle to
the next light each time the button is pressed, which corresponds to
the function the HP Quick Key Mode button is set to perform.
(8) WLAN antennas* (2) Send and receive wireless signals to communicate with WLANs.
(9) Camera lights (select products only) On: One or more cameras are in use.
(10) Internal microphones (2) Record sound.
*The antennas are not visible from the outside of the tablet. 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:
▲ Select the Start button, select All apps (required on some products), select HP Help and Support, and then select HP Documentation.
10 Chapter 2 Getting to know your tablet
Front (continued)
NOTE: This tablet has HP Quick Keys. These keys provide quick access to app shortcuts, and they can be
customized to perform the most common key commands with the push of a single button.
Item Component Description
(11) Cameras (select products only) Allow you to video chat, record video, and record still images. To use
your camera, see the User’s Guide. Some cameras also allow a facial
recognition logon to Windows, instead of a password logon. For
more information, see the User’s Guide.
NOTE: Camera functions vary depending on the camera hardware
and software installed on your product.
(12) HP Quick Key Mode Select button Press the button to cycle through the three customized options for
the top two HP Quick Keys (the ones with the up and down arrows)
The HP Quick Key Mode lights display which of the three Modes are
active.
The default setting controls only the right buttons. The left and right
can be changed to mirror selections; see the User’s Guide.
(13) HP Quick Key customizable button Press the button to perform the customized action. The default
action is Screen Rotation Lock, which toggles screen rotation on or
o.
To customize the button settings, see the User’s Guide.
(14) HP Quick Key customizable button Press the button to perform the customized action. The default is
Action Center, which displays the Windows Action Center.
To customize the button settings, see the User’s Guide.
(15) HP Quick Key customizable button Press the button to perform the customized action. The default
action is Cortana® Voice, which starts the Windows personal
assistant.
To customize the button settings, see the User’s Guide.
Front (continued) 11
Bottom
Rear
Item Component Description
(1) Alignment posts (2) Connect to the alignment posts on the keyboard base.
(2) Docking connector Connects the tablet to the keyboard base.
Item Component Description
(1) Vents Enable airow to cool internal components.
(2) Rear camera (select products only) Allows you to video chat, record video, and record still images. To
(3) Kickstand Provides stability and a variety of viewing angles.
12 Chapter 2 Getting to know your tablet
NOTE: The tablet 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.
use your camera, see the User’s Guide.
Keyboard base components
The tablet supports a keyboard. This section provides information about the features of the keyboard.
TouchPad
Item Component Description
(1) TouchPad zone Reads nger gestures to move the pointer or activate items on
the screen.
(2) Near Field Communications (NFC) tapping area
and antenna*
(3) Left TouchPad click area Functions like the left button on an external mouse.
(4) Right TouchPad click area Functions like the right button on an external mouse.
*The antenna is not visible from the outside of the tablet. For optimal transmission, keep the area immediately around the antenna 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.
Allows you to wirelessly share information when you tap it with an
NFC-enabled device.
Keyboard base components 13
Lights
Item Icon Component Description
(1) Caps lock light On: Caps lock is on, which switches the keys to all capital letters.
(2) Microphone mute light ● Amber: Microphone sound is o.
● O: Microphone sound is on.
(3) Num lock light On: Num lock is on.
14 Chapter 2 Getting to know your tablet
USB port
Item Component Description
(1) Micro USB port Connects a micro USB cable (purchased separately), that can be
used to supply power to the keyboard and, if needed, charge the
keyboard battery.
NOTE: The keyboard battery charges automatically when the
keyboard is connected to the tablet using the docking connector.
Keyboard base components 15
Optional HP ZBook x2 Pen
Item Component Description
(1) Tip/removable nib Draws on the screen. Increased pressure applied to the tip results
in wider or darker lines, depending on the software app. The nib
is removable.
NOTE: Felt and POM tips are included with the pen. To remove the
nib from the pen, use the nib removal tool or pen case provided.
NOTE: For optimum performance, always store the pen in the pen
case. Do not store the pen in a cup or other container with the tip
down, as this may cause issues with pen performance over time.
(2) Button Provides additional functions for the pen, depending on
the software app.
NOTE: To customize the button settings, see the User’s Guide
(3) Eraser Removes what is drawn on the screen, depending on
the software app.
NOTE: To customize the button settings, see the User’s Guide
16 Chapter 2 Getting to know your tablet
3 Illustrated parts catalog
NOTE: HP continually improves and changes product parts. For complete and current information on
supported parts for your tablet, go to http://partsurfer.hp.com, select your country or region, and then follow
the on-screen instructions.
Labels
The labels on the tablet provide information that may be needed when troubleshooting system problems or
travelling internationally with the tablet.
IMPORTANT: Check the following locations for the labels described in this section: the back of the display under
the kickstand and the connection area of the keyboard.
● Service label—Provides important information to identify the tablet and the keyboard. 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 contacting support.
The service label will resemble the examples shown below.
Component Description
(1) Model name (select products only)
Labels 17
Component Description
(2) Serial number
(3) Product identication (The SKU# that is regionalized #ABA, #ABM)
(4) Warranty period
(5) 2D bar code that has serial number and product identication information stored
Component Description
(1) Model name (select products only)
(2) Product number
(3) Serial number
(4) Warranty period
The labels on the pen provide information that may be needed when troubleshooting problems or replacing
the pen.
Component Description
(1) Serial number
(2) Part number
18 Chapter 3 Illustrated parts catalog
Component Description
(3) Spare part number
(4) Batch number
Tablet components
Tablet components 19
Item Component Spare part number
(1) Display panel assembly (14.0-in, LED, AntiGlare (3840×2160), UWVA DreamColor, 16:9 aspect
ratio, includes magnets, shielding, and TouchScreen control board and cable)
(2) TouchScreen control board cable (included with the display panel assembly spare part kit)
(3a)
QuickKey button boards (2, left and right QuickKey button boards, include cables) L03247-001
and
(4a)
(5) Display panel cable (includes extension cable, grounding tape, and double-sided adhesive) L13280-001
(6a)
Wireless Antenna Kit (includes main and auxiliary wireless antenna cables, transceivers, and
and
double-sided adhesive)
(6b)
(7a) Front-facing webcam/microphone module (includes cables, bracket, and double-sided adhesive) L03250-001
(7b) Front-facing webcam/microphone module cables (2, included with front-facing webcam/microphone module)
(7c) Camera bracket (included with front-facing webcam/microphone module)
Microphone module (not illustrated, includes cable and rubber isolator) L03252-001
(8a) HDMI/USB port connector board (includes HDMI port, USB port, and cable) L03248-001
(9) POGO pin connector cable (includes POGO connector and double-sided adhesive) L03262-001
(10) Rear-facing webcam module (includes cable) L03251-001
(11a) Memory module (2400, 1.2-V DDR4):
L03245-001
L03255-001
16 GB 865396-855
8 GB 862397-855
4 GB 862398-855
(11b) Memory module shield (includes solid-state drive shield; included in the Bracket Kit, spare part number L03254-001)
(12a) Fingerprint reader module (includes cable) L03249-001
(13) System board (includes processor and replacement thermal material):
Equipped with an Intel Core i7-8650U 1.90-GHz (turbo up to 4.20-GHz) quad core processor (8.0-
GB L3 cache, 15-W), an NVIDIA Quadro M620 N17M-Q3 graphics subsystem with discrete video
memory, and the Windows 10 operating system
Equipped with an Intel Core i7-8650U 1.90-GHz (turbo up to 4.20-GHz) quad core processor (8.0-
GB L3 cache, 15-W), an NVIDIA Quadro M620 N17M-Q3 graphics subsystem with discrete video
memory, and a non-Windows operating system
Equipped with an Intel Core i7-8550U 1.80-GHz (turbo up to 4.00-GHz) quad core processor (8.0-
GB L3 cache, 15-W), an NVIDIA Quadro M620 N17M-Q3 graphics subsystem with discrete video
memory, and the Windows 10 operating system
Equipped with an Intel Core i7-8550U 1.80-GHz (turbo up to 4.00-GHz) quad core processor (8.0-
GB L3 cache, 15-W), an NVIDIA Quadro M620 N17M-Q3 graphics subsystem with discrete video
memory, and a non-Windows operating system
Equipped with an Intel Core i7-7600U 2.80-GHz (turbo up to 3.90-GHz) dual core processor (4.0-
GB L3 cache, 15-W), an NVIDIA Quadro M620 N17M-Q3 graphics subsystem with discrete video
memory, and the Windows 10 operating system
L13281-601
L13281-001
L03241-601
L03241-001
L03243-601
Equipped with an Intel Core i7-7600U 2.80-GHz (turbo up to 3.90-GHz) dual core processor (4.0-
GB L3 cache, 15-W), an NVIDIA Quadro M620 N17M-Q3 graphics subsystem with discrete video
memory, and a non-Windows operating system
20 Chapter 3 Illustrated parts catalog
L03243-001
Item Component Spare part number
Equipped with an Intel Core i5-8250U 1.60-GHz (turbo up to 3.40-GHz) quad core processor (6.0-
GB L3 cache, 15-W), an Intel GT2 Integrated Graphics subsystem with UMA video memory, and
the Windows 10 operating system
Equipped with an Intel Core i5-8250U 1.60-GHz (turbo up to 3.40-GHz) quad core processor (6.0-
GB L3 cache, 15-W), an Intel GT2 Integrated Graphics subsystem with UMA video memory, and a
non-Windows 10 operating system
Equipped with an Intel Core i7-7500U 2.70-GHz (turbo up to 3.50-GHz) dual core processor (4.0-
GB L3 cache, 15-W), an NVIDIA Quadro M620 N17M-Q3 graphics subsystem with discrete video
memory, and the Windows 10 operating system
Equipped with an Intel Core i7-7500U 2.70-GHz (turbo up to 3.50-GHz) dual core processor (4.0-
GB L3 cache, 15-W), an NVIDIA Quadro M620 N17M-Q3 graphics subsystem with discrete video
memory, and a non-Windows operating system
(14) Solid-state drive:
1-TB, 2280.M2, PCIe-3×4, NVMe, DS solid-state drive L11069-001
1-TB, 2280.M2, PCIe-3×4, SS, HP Z Turbo Drive solid-state drive with TLC L12500-001
512-GB, 2280.M2, PCIe-3×4, NVMe, HP Z Turbo Drive solid-state drive L11071-001
512-GB, 2280, PCIe-3×4, SED solid-state drive, HP Z Turbo Drive with Opal2 and TLC L11072-001
512-GB, M2, SATA-3, FIPS solid-state drive with TLC L11067-001
256-GB, 2280.M2, PCIe-3×4, NVMe, SS, HP Z Turbo Drive solid-state drive with TLC L11070-001
256-GB, PCIe, NVMe solid-state drive, HP Z Turbo Drive with MLC L11073-001
L03240-601
L03240-001
L03242-601
L03242-001
128-GB, M.2, SATA-3 solid-state drive L11068-001
Fan/heat sink assembly (includes replacement thermal material):
(15a) For use only on tablet models equipped with a graphics subsystem with UMA memory (includes
fan cable)
(15b) For use only on tablet models equipped with a graphics subsystem with discrete memory (includes
two fan cables)
(16) Speakers (2, includes left and right speakers and cables) L03253-001
(17) Hinges (2, available in the Kickstand Hinge Kit, includes left and right hinges) L13279-001
(18) Battery (4-cell, 70-WHr, 4.55-AHr, Li-ion; includes cable) 856843-855
(19) Support bracket (included in the Bracket Kit, spare part number L03254-001)
(20) Back cover:
For use only on tablet models equipped with a graphics subsystem with discrete memory L04632-001
For use only on tablet models equipped with a graphics subsystem with UMA memory L13278-001
(21) Kickstand L03259-001
RTC battery (not illustrated) L03258-001
Plastics Kit (not illustrated; includes SD card slot blank) L03263-001
Smart Card reader slot blank (not illustrated; includes pen loop) L03261-001
L03257-001
L03256-001
Tablet components 21
Miscellaneous parts
Component Spare part number
AC adapter:
90-W AC adapter (PFC, S-3P, 4.5-mm) 710413-001
65-W HP Smart Adapter (non-PFC, EM, 4.5-mm) 714657-001
65-W AC adapter (non-PFC, S-3P, 4.5-mm) 710412-001
HP USB Type-C–to-USB Type-A dongle 833960-001
Keyboard with backlight and TouchPad:
For use in Belgium L03264-A41
For use in Brazil L03264-201
For use in Bulgaria L03264-261
For use in Canada L03264-DB1
For use in the Czech Republic and Slovakia L03264-FL1
For use in Denmark L03264-081
For use in France L03264-051
For use in Germany L03264-041
For use in Greece L03264-151
For use in Hungary L03264-211
For use in Iceland L03264-DD1
For use in India L03264-D61
For use in Israel L03264-BB1
For use in Italy L03264-061
For use in Japan L03264-291
For use in Latin America L03264-161
For use in the Netherlands L03264-B31
For use in Northwest Africa L03264-FP1
For use in Norway L03264-091
For use in Portugal L03264-131
For use in Romania L03264-271
For use in Russia L03264-251
For use in Saudi Arabia L03264-171
For use in Slovenia L03264-BA1
For use in South Korea L03264-AD1
For use in Spain L03264-071
For use in Sweden and Finland L03264-b71
22 Chapter 3 Illustrated parts catalog
Component Spare part number
For use in Switzerland L03264-BG1
For use in Taiwan L03264-AB1
For use in Thailand L03264-281
For use in Turkey L03264-141
For use in the United Kingdom L03264-031
For use in the United States L03264-001
Power cord (C5-connector, 1.00-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
For use in Japan 349756-005
For use in North America 213349-013
For use in the People’s Republic of China 386497-011
For use in South Africa 361240-005
For use in South Korea 267836-011
For use in Switzerland 213354-011
For use in the Taiwan 393313-006
For use in the Thailand 285096-010
For use in the United Kingdom and Singapore 213351-011
Screw Kit L03246-001
Stylus (active pen) L03260-001
Miscellaneous parts 23
4 Removal and replacement preliminary
requirements
Tools required
You will need the following tools to complete the removal and replacement procedures:
● Case utility tool or other at-bladed, plastic tool
● Flat-bladed screw driver
● Magnetic screw driver
● Phillips P0 screw driver
● Phillips P00 screw driver
● Torx4 screw driver
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 tablet, 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 preliminary requirements
Cables and connectors
CAUTION: When servicing the tablet, be sure that cables are placed in their proper locations during
the reassembly process. Improper cable placement can damage the tablet.
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 tablet,
damage to a drive, or loss of information, observe these precautions:
Before removing or inserting a drive, shut down the tablet. If you are unsure whether the tablet is o or in
Hibernation, turn the tablet on, and then shut it down through the operating system.
Before handling a drive, be sure that you are discharged of static electricity. While handling a drive, avoid
touching the connector.
Before removing a diskette drive or optical drive, be sure that a diskette or disc is not in the drive and be sure
that the optical drive tray is closed.
Handle drives on surfaces covered with at least one inch of shock-proof foam.
Avoid dropping drives from any height onto any surface.
After removing drive, place it in a static-proof bag.
Avoid exposing a 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.”
Service considerations 25
Grounding guidelines
Electrostatic discharge damage
Electronic components are sensitive to electrostatic discharge (ESD). Circuitry design and structure determine
the degree of sensitivity. Networks built into many integrated circuits provide some protection, but in many
cases, ESD contains enough power to alter device parameters or melt silicon junctions.
A discharge of static electricity from a nger or other conductor can destroy static-sensitive devices or
microcircuitry. Even if the spark is neither felt nor heard, damage may have occurred.
An electronic device exposed to ESD may not be aected at all and can work perfectly throughout a normal
cycle. Or the device may function normally for a while, then degrade in the internal layers, reducing its
life expectancy.
CAUTION: To prevent damage to the tablet when you are removing or installing internal components, observe
these precautions:
Keep components in their electrostatic-safe containers until you are ready to install them.
Before touching an electronic component, discharge static electricity by using the guidelines described in
this section.
Avoid touching pins, leads, and circuitry. Handle electronic components as little as possible.
If you remove a component, place it in an electrostatic-safe container.
The following table shows how humidity aects the electrostatic voltage levels generated by dierent activities.
CAUTION: A product can be degraded by as little as 700 V.
Typical electrostatic voltage levels
Relative humidity
Event 10% 40% 55%
Walking across carpet 35,000 V 15,000 V 7,500 V
Walking across vinyl oor 12,000 V 5,000 V 3,000 V
Motions of bench worker 6,000 V 800 V 400 V
Removing DIPS from plastic tube 2,000 V 700 V 400 V
Removing DIPS from vinyl tray 11,500 V 4,000 V 2,000 V
Removing DIPS from Styrofoam 14,500 V 5,000 V 3,500 V
Removing bubble pack from PCB 26,500 V 20,000 V 7,000 V
Packing PCBs in foam-lined box 21,000 V 11,000 V 5,000 V
26 Chapter 4 Removal and replacement 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 Styrofoam.
● Handle ESD-sensitive components, parts, and assemblies by the case or PCM laminate. Handle these items
only at static-free workstations.
● Avoid contact with pins, leads, or circuitry.
● Turn o power and input signals before inserting or removing connectors or test equipment.
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
The following grounding equipment is recommended to prevent electrostatic damage:
● Antistatic tape
● Antistatic smocks, aprons, and sleeve protectors
● Conductive bins and other assembly or soldering aids
● Nonconductive foam
● Conductive tabletop workstations with ground cords of one megohm resistance
● Static-dissipative tables or oor mats with hard ties to the ground
● Field service kits
eective, the conductive must be worn in contact with the skin.
● Static awareness labels
● Material-handling packages
● Nonconductive plastic bags, tubes, or boxes
● Metal tote boxes
● Electrostatic voltage levels and protective materials
The following table lists the shielding protection provided by antistatic bags and oor mats.
Material Use Voltage protection level
Antistatic plastics Bags 1,500 V
Carbon-loaded plastic Floor mats 7,500 V
Metallized laminate Floor mats 5,000 V
28 Chapter 4 Removal and replacement preliminary requirements
5 Removal and replacement procedures
This chapter provides removal and replacement procedures for Authorized Service Provider only parts.
CAUTION: Components described in this chapter should only be accessed by an authorized service provider.
Accessing these parts can damage the tablet or void the warranty.
CAUTION: This tablet does not have user-replaceable parts. Only HP authorized service providers should
perform the removal and replacement procedures described here. Accessing the internal part could damage
the tablet or void the warranty.
Component replacement procedures
NOTE: Details about your tablet, including model, serial number, product key, and length of warranty, are on
the service tag at the bottom of the tablet. See Labels on page 17 for details.
NOTE: HP continually improves and changes product parts. For complete and current information on
supported parts for your tablet, go to http://partsurfer.hp.com, select your country or region, and then follow
the on-screen instructions.
There are as many as 49 screws that must be removed, replaced, and/or loosened when servicing Authorized
Service Provider only parts. Make special note of each screw size and location during removal and replacement.
Kickstand
Description Spare part number
Kickstand L03259-001
Before removing the kickstand, follow these steps:
1. Shut down the tablet. If you are unsure whether the tablet is o or in Hibernation, turn the tablet on,
and then shut it down through the operating system.
2. Disconnect all external devices connected to the tablet.
3. Disconnect the power from the tablet by rst unplugging the power cord from the AC outlet, and then
unplugging the AC adapter from the tablet.
Remove the kickstand:
CAUTION: Before turning the tablet 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.
1. Position the tablet with the display panel side down and the bottom edge toward you.
2. Swing the kickstand (1) into the released position.
3. Remove the four Torx4 M2.0×2.5 screws (2) that secure the kickstand to the hinges.
4. Slide the kickstand (3) back to release it from the hinges.
Component replacement procedures 29
5. Remove the kickstand (4).
Reverse this procedure to install the kickstand.
Display panel assembly
Description Spare part number
Display panel assembly (14.0-in, LED, AntiGlare (3840×2160), UWVA DreamColor, 16:9 aspect ratio,
includes display panel cable, magnets, shielding, and TouchScreen control board and cable)
Back cover:
For use only on tablet models equipped with a graphics subsystem with discrete memory L04632-001
For use only on tablet models equipped with a graphics subsystem with UMA memory L13278-001
L03245-001
Before removing the display assembly, follow these steps:
1. Shut down the tablet. If you are unsure whether the tablet is o or in Hibernation, turn the tablet on,
and then shut it down through the operating system.
2. Disconnect all external devices connected to the tablet.
3. Disconnect the power from the tablet by rst unplugging the power cord from the AC outlet, and then
unplugging the AC adapter from the tablet.
Remove the display panel assembly:
1. Position the tablet with the back cover facing down and the bottom edge toward you.
30 Chapter 5 Removal and replacement procedures
2. Remove the four Torx4 M2.0×4.2 shoulder screws that secure the display panel assembly to the tablet.
3. Remove the SD card slot blank.
4. Rest and support the tablet on its top edge with the display panel toward you.
CAUTION: Use caution when separating the display panel assembly from the back cover. The internal
component cables are fragile and only allow for a limited range of motion. Failure to follow this caution can
result in damage to the internal components, their cables, and the system board.
5. Use your ngers or a case utility tool (1) or other similar thin plastic tool to separate the bottom edge of the
display panel assembly from the back cover.
Component replacement procedures 31
6. Separate the left side (2) of the bottom edge of the display panel assembly from the back cover.
7. Separate the right side (3) of the bottom edge of the display panel assembly from the back cover.
8. Separate the left (1) and right edges (2) of the display panel assembly from the back cover.
9. Rest and support the tablet on its bottom edge.
32 Chapter 5 Removal and replacement procedures
10. Separate the top edge of the display panel assembly from the back cover.
11. Position the tablet on its back cover with the bottom edge toward you.
12. Release the retention tape (1) that secures the battery cable to the system board.
CAUTION: When disconnecting the battery cable, use the battery cable connector. Do not use the battery
cable. Failure to follow this caution can result in damage to the battery cable.
13. Disconnect the battery cable (2) from the system board.
Component replacement procedures 33
14. Position the tablet with the top edge toward you.
15. Release the zero insertion force (ZIF) connector (1) to which the right QuickKey button board cable is
connected, and then disconnect the right QuickKey button board cable from the system board.
16. Release the ZIF connector (2) to which the left QuickKey button board cable is connected, and then
disconnect the left QuickKey button board cable from the system board.
17. Release the ZIF connector (3) to which the TouchScreen control board cable is connected, and then
disconnect the TouchScreen control board cable from the system board.
CAUTION: Before turning the display panel assembly 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.
18. Swing the top edge of the display panel assembly up and forward until the display panel assembly rests
upside down in front of the back cover.
19. Release the shielding material (1) that covers the display panel cable connector on the system board.
20. Release the adhesive support strip (2) that secures the display panel cable connector to the system board.
21. Use the release bar (3) to disconnect the display panel cable from the system board.
22. Release the retention tape (4) that secures the display panel cable to the system board.
23. Release the display panel cable from the retention clips (5) built into the display panel.
34 Chapter 5 Removal and replacement procedures
24. Remove the display panel assembly (6).
Reverse this procedure to install the display panel assembly.
Component replacement procedures 35
QuickKey button board
Description Spare part number
QuickKey button boards (2, includes left and right button boards and cables) L03247-001
Before removing the QuickKey button boards, follow these steps:
1. Shut down the tablet. If you are unsure whether the tablet is o or in Hibernation, turn the tablet on,
and then shut it down through the operating system.
2. Disconnect all external devices connected to the tablet.
3. Disconnect the power from the tablet by rst unplugging the power cord from the AC outlet.
4. Remove the display panel assembly (see Display panel assembly on page 30).
Remove the QuickKey button boards:
1. Remove the two Phillips M2.0×3.0 screws (1) that secure the QuickKey button boards to the display
panel assembly.
2. Release the QuickKey button boards (2) by sliding them toward the top edge of the tablet until the board
disengages from the retention clip (3) built into the display panel assembly.
3. Remove the QuickKey button boards (4).
Reverse this procedure to install the QuickKey button boards.
36 Chapter 5 Removal and replacement procedures
Display panel cable
Description Spare part number
Display panel cable (includes extension cable, grounding tape, and double-sided adhesive) L13280-001
Before removing the display panel cable, follow these steps:
1. Shut down the tablet. If you are unsure whether the tablet is o or in Hibernation, turn the tablet on,
and then shut it down through the operating system.
2. Disconnect all external devices connected to the tablet.
3. Disconnect the power from the tablet by rst unplugging the power cord from the AC outlet.
4. Remove the display panel assembly (see Display panel assembly on page 30).
Remove the display panel cable:
1. Release the shielding material (1) that covers the display panel cable connector on the display
panel assembly.
2. Release the adhesive support strip (2) that secures the display panel cable connector to the display
panel assembly.
3. Use the release bar (3) to disconnect the display panel cable from the display panel assembly.
4. Release the grounding tape (4) that secures the display panel cable to the display panel assembly.
5. Release the display panel cable from the retention clip (5) that secures the display panel cable to the
display panel assembly.
6. Disconnect the DreamColor cable (6) from the display panel assembly (select models only).
7. Remove the display panel cable.
Reverse this procedure to install the display panel cable.
Component replacement procedures 37
Fingerprint reader board
Description Spare part number
Fingerprint reader board (includes cable) L03249-001
Before removing the ngerprint reader board, follow these steps:
1. Shut down the tablet. If you are unsure whether the tablet is o or in Hibernation, turn the tablet on,
and then shut it down through the operating system.
2. Disconnect all external devices connected to the tablet.
3. Disconnect the power from the tablet by rst unplugging the power cord from the AC outlet.
4. Remove the display panel assembly (see Display panel assembly on page 30).
Remove the ngerprint reader board:
1. Release the ZIF connector (1) to which the ngerprint reader board cable is connected, and then disconnect
the ngerprint reader board cable from the system board.
2. Remove the two Phillips M2.0×3.0 screws (2) that secure the ngerprint reader board to the back cover.
3. Remove the ngerprint reader board (3).
Reverse this procedure to install the ngerprint reader board.
38 Chapter 5 Removal and replacement procedures
Battery
Description Spare part number
4-cell, 70-WHr, 4.55-AHr, Li-ion battery (includes cable) 856843-855
Before removing the battery, follow these steps:
1. Shut down the tablet. If you are unsure whether the tablet is o or in Hibernation, turn the tablet on,
and then shut it down through the operating system.
2. Disconnect all external devices connected to the tablet.
3. Disconnect the power from the tablet by rst unplugging the power cord from the AC outlet, and then
unplugging the AC adapter from the tablet.
4. Remove the display panel assembly (see Display panel assembly on page 30).
Remove the battery:
1. Position the tablet back cover with the bottom edge toward you.
2. Remove the four Phillips M2.0×3.0 screws (1) that secure the battery to the back cover.
3. Remove the battery (2).
Reverse this procedure to install the battery.
Component replacement procedures 39
Wireless antenna
Description Spare part number
Wireless antenna (includes main and auxiliary wireless antenna cables, transceivers, and doublesided adhesive)
L03255-001
Before removing the wireless antenna, follow these steps:
1. Shut down the tablet. If you are unsure whether the tablet is o or in Hibernation, turn the tablet on,
and then shut it down through the operating system.
2. Disconnect all external devices connected to the tablet.
3. Disconnect the power from the tablet by rst unplugging the power cord from the AC outlet, and then
unplugging the AC adapter from the tablet.
4. Remove the display panel assembly (see Display panel assembly on page 30).
Remove the wireless antenna:
1. Disconnect the wireless antenna cables from the WLAN terminals on the system board.
NOTE: The #1 WLAN antenna cable connects to the WLAN module "#1/Main" terminal. The #2 WLAN
antenna cable connects to the WLAN module "#2/Aux" terminal.
2. Detach the wireless antenna auxiliary transceiver (2) from the back cover. (The wireless antenna auxiliary
transceiver is attached to the back cover with double-sided adhesive.)
3. Detach the wireless antenna main transceiver (3) from the back cover. (The wireless antenna main
transceiver is attached to the back cover with double-sided adhesive.)
4. Release the wireless antenna main cable from the retention clips (4) built into the back cover.
40 Chapter 5 Removal and replacement procedures
5. Remove the wireless antenna cables (5) and transceivers.
Reverse this procedure to install the wireless antenna.
Component replacement procedures 41
Front-facing webcam/microphone module
Description Spare part number
Front-facing webcam/microphone module (includes camera bracket, cables, and double-sided adhesive) L03250-001
Microphone module (includes cable and double-sided adhesive) L03252-001
Before removing the front-facing webcam/microphone module, follow these steps:
1. Shut down the tablet. If you are unsure whether the tablet is o or in Hibernation, turn the tablet on,
and then shut it down through the operating system.
2. Disconnect all external devices connected to the tablet.
3. Disconnect the power from the tablet by rst unplugging the power cord from the AC outlet, and then
unplugging the AC adapter from the tablet.
4. Remove the display panel assembly (see Display panel assembly on page 30).
Remove the front-facing webcam/microphone module:
1. Disconnect the front-facing webcam/microphone module cables (1) from the system board.
2. Remove the two Phillips M2.0×3.0 screws (2) that secure the camera bracket to the back cover.
3. Remove the camera bracket and front-facing webcam/microphone module (3).
The camera bracket is included in the front-facing webcam/microphone module spare part kit.
4. Detach the front-facing webcam/microphone module (4) from the camera bracket. (The front-facing
webcam/microphone module is attached to the camera bracket with double-sided adhesive.)
42 Chapter 5 Removal and replacement procedures
Reverse this procedure to install the front-facing webcam/microphone module.
Rear-facing webcam module
Description Spare part number
Rear-facing webcam module (includes cable and double-sided adhesive) L03251-001
Before removing the rear-facing webcam module, follow these steps:
1. Shut down the tablet. If you are unsure whether the tablet is o or in Hibernation, turn the tablet on,
and then shut it down through the operating system.
2. Disconnect all external devices connected to the tablet.
3. Disconnect the power from the tablet by rst unplugging the power cord from the AC outlet, and then
unplugging the AC adapter from the tablet.
4. Remove the display panel assembly (see Display panel assembly on page 30).
5. Remove the front-facing webcam/microphone module (see Front-facing webcam/microphone module
on page 42).
Remove the rear-facing webcam module:
1. Release the ZIF connector (1) to which the rear-facing webcam module cable is connected, and then
disconnect the rear-facing webcam module cable from the system board.
2. Detach the rear-facing webcam module (2) from the back cover. (The rear-facing webcam module is
attached to the back cover with double-sided adhesive.)
3. Remove the rear-facing webcam module.
Reverse this procedure to install the rear-facing webcam module.
Component replacement procedures 43
HDMI/USB connector board
Description Spare part number
HDMI/USB port connector board (includes HDMI port, USB port, and cable) L03248-001
Before removing the HDMI/USB port connector board, follow these steps:
1. Shut down the tablet. If you are unsure whether the tablet is o or in Hibernation, turn the tablet on,
and then shut it down through the operating system.
2. Disconnect all external devices connected to the tablet.
3. Disconnect the power from the tablet by rst unplugging the power cord from the AC outlet, and then
unplugging the AC adapter from the tablet.
4. Remove the display panel assembly (see Display panel assembly on page 30).
Remove the HDMI/USB port connector board:
1. Release the shielding material (1) that covers the HDMI/USB port connector board cable and connectors.
2. Release the ZIF connector (2) to which the HDMI/USB port connector board cable is connected, and then
disconnect the HDMI/USB port connector board cable from the system board.
3. Remove the two Phillips M2.0×3.0 screws (3) that secure the HDMI/USB port connector board to
the back cover.
4. Remove the HDMI/USB port connector board (4).
NOTE: When installing the HDMI/USB port connector board, make sure the printing on the HDMI/USB port
connector board cable is visible. If the printing is not visible, the HDMI/USB port connector board cable is installed
incorrectly.
Reverse this procedure to install the HDMI/USB port connector board.
44 Chapter 5 Removal and replacement procedures
POGO pin connector cable
Description Spare part number
POGO pin connector cable (includes POGO connector and double-sided adhesive) L03262-001
Before removing the POGO pin connector cable, follow these steps:
1. Shut down the tablet. If you are unsure whether the tablet is o or in Hibernation, turn the tablet on,
and then shut it down through the operating system.
2. Disconnect all external devices connected to the tablet.
3. Disconnect the power from the tablet by rst unplugging the power cord from the AC outlet, and then
unplugging the AC adapter from the tablet.
4. Remove the display panel assembly (see Display panel assembly on page 30).
5. Remove the battery (see Battery on page 39).
Remove the POGO pin connector cable:
1. Release the ZIF connector (1) to which the POGO pin connector cable is connected, and then disconnect
the POGO pin connector cable from the system board.
2. Detach the POGO pin connector cable (2) from the back cover. (The POGO pin connector cable is attached to
the back cover with double-sided adhesive in two locations.)
3. Remove the two Phillips M1.5×3.0 screws (3) that secure the POGO pin connector to the back cover.
4. Remove the POGO pin connector cable (4).
5. Remove the POGO pin connector cable.
Reverse this procedure to install the POGO pin connector cable.
Component replacement procedures 45
System board
NOTE: All system board spare part kits include a processor and replacement thermal material.
Description Spare part number
Equipped with an Intel Core i7-8650U 1.90-GHz (turbo up to 4.20-GHz) quad core processor (8.0-GB L3
cache, 15-W), an NVIDIA Quadro M620 N17M-Q3 graphics subsystem with discrete video memory, and
the Windows 10 operating system
Equipped with an Intel Core i7-8650U 1.90-GHz (turbo up to 4.20-GHz) quad core processor (8.0-GB L3
cache, 15-W), an NVIDIA Quadro M620 N17M-Q3 graphics subsystem with discrete video memory, and a
non-Windows 10 operating system
Equipped with an Intel Core i7-8550U 1.80-GHz (turbo up to 4.00-GHz) quad core processor (8.0-GB L3
cache, 15-W), an NVIDIA Quadro M620 N17M-Q3 graphics subsystem with discrete video memory, and
the Windows 10 operating system
Equipped with an Intel Core i7-8550U 1.80-GHz (turbo up to 4.00-GHz) quad core processor (8.0-GB L3
cache, 15-W), an NVIDIA Quadro M620 N17M-Q3 graphics subsystem with discrete video memory, and a
non-Windows 10 operating system
Equipped with an Intel Core i7-7600U 2.80-GHz (turbo up to 3.90-GHz) dual core processor (4.0-GB L3
cache, 15-W), an NVIDIA Quadro M620 N17M-Q3 graphics subsystem with discrete video memory, and
the Windows 10 operating system
Equipped with an Intel Core i7-7600U 2.80-GHz (turbo up to 3.90-GHz) dual core processor (4.0-GB L3
cache, 15-W), an NVIDIA Quadro M620 N17M-Q3 graphics subsystem with discrete video memory, and a
non-Windows operating system
Equipped with an Intel Core i5-8250U 1.60-GHz (turbo up to 3.40-GHz) quad core processor (6.0-GB L3
cache, 15-W), an Intel GT2 Integrated Graphics subsystem with UMA video memory, and the Windows 10
operating system
Equipped with an Intel Core i5-8250U 1.60-GHz (turbo up to 3.40-GHz) quad core processor (6.0-GB L3
cache, 15-W), an Intel GT2 Integrated Graphics subsystem with UMA video memory, and a non-Windows 10
operating system
L13281-601
L13281-001
L03241-601
L03241-001
L03243-601
L03243-001
L03240-601
L03240-001
Equipped with an Intel Core i7-7500U 2.70-GHz (turbo up to 3.50-GHz) dual core processor (4.0-GB L3
cache, 15-W), an NVIDIA Quadro M620 N17M-Q3 graphics subsystem with discrete video memory, and
the Windows 10 operating system
Equipped with an Intel Core i7-7500U 2.70-GHz (turbo up to 3.50-GHz) dual core processor (4.0-GB L3
cache, 15-W), an NVIDIA Quadro M620 N17M-Q3 graphics subsystem with discrete video memory, and a
non-Windows operating system
L03242-601
L03242-001
Before removing the system board, follow these steps:
1. Shut down the tablet. If you are unsure whether the tablet is o or in Hibernation, turn the tablet on,
and then shut it down through the operating system.
2. Disconnect all external devices connected to the tablet.
3. Disconnect the power from the tablet by rst unplugging the power cord from the AC outlet, and then
unplugging the AC adapter from the tablet.
4. Remove the display panel assembly (see Display panel assembly on page 30).
5. Remove the front-facing webcam/microphone module (see Front-facing webcam/microphone module
on page 42).
46 Chapter 5 Removal and replacement procedures
6. Remove the battery (see Battery on page 39).
7. Remove the front-facing webcam/microphone module (see Front-facing webcam/microphone module
on page 42).
When replacing the system board, be sure to remove the following components from the defective system
board and install them on the replacement system board:
● Fan/heat sink assembly (see Fan/heat sink assembly on page 49)
● Memory module(s) (see Memory module on page 53)
●
Solid-state drive (see Solid-state drive on page 54)
Remove the system board:
1. Disconnect the following cables from the system board:
(1) Left speaker cable
(2) WLAN antenna cables
NOTE: The #1 WLAN antenna cable connects to the WLAN module "#1/Main" terminal. The #2 WLAN
antenna cable connects to the WLAN module "#2/Aux" terminal.
(3) Rear-facing webcam module ZIF connector cable
(4) Fingerprint reader board ZIF connector cable
2. Release the shielding material (5) that covers the HDMI/USB port connector board cable and connectors.
3. Release the ZIF connector (6) to which the HDMI/USB port connector board cable is connected, and then
disconnect the HDMI/USB port connector board cable from the system board.
4. Release the ZIF connector (7) to which the POGO pin connector cable is connected, and then disconnect
the POGO pin connector cable from the system board.
5. Remove the six Phillips M2.0×3.0 screws (1) that secure the system board to the back cover.
Component replacement procedures 47
NOTE: The quantity of screws removed in step 6 varies depending on tablet model. Tablet models
equipped with a graphics subsystem with discrete memory have six screws. Tablet models equipped with a
graphics subsystem with UMA memory have three screws.
6. Remove the six (or three, depending on computer model) Phillips M2.0×5.6 screws (2) that secure
the system board to the back cover.
7. Remove the support bracket (3).
The support bracket is available in the Bracket Kit, spare part number L03254-001.
8. Eject the smart card reader slot blank (1).
The smart card reader slot blank is available using spare part number L03261-001.
9. Lift the right side of the system board (2) until it rests at an angle.
48 Chapter 5 Removal and replacement procedures
10. Remove the system board (3) by sliding it up and to the right at an angle.
Reverse this procedure to install the system board.
Fan/heat sink assembly
Description Spare part number
For use only on tablet models equipped with a graphics subsystem with discrete memory (includes two fan
cables and replacement thermal material)
For use only on tablet models equipped with a graphics subsystem with UMA memory (includes fan cable
and replacement thermal material)
L03256-001
L03257-001
Before removing the fan/heat sink assembly, follow these steps:
1. Shut down the tablet. If you are unsure whether the tablet is o or in Hibernation, turn the tablet on,
and then shut it down through the operating system.
2. Disconnect all external devices connected to the tablet.
3. Disconnect the power from the tablet by rst unplugging the power cord from the AC outlet, and then
unplugging the AC adapter from the tablet.
4. Remove the display panel assembly (see Display panel assembly on page 30), and then remove the
following components:
a. Front-facing webcam/microphone module (see Front-facing webcam/microphone module
on page 42)
b. Battery (see Battery on page 39)
c. System board (see System board on page 46)
Remove the fan/heat sink assembly:
1. Position the system board upside down with the rear edge toward you.
Component replacement procedures 49
NOTE: Steps 2 through 4 apply to tablet models equipped with a graphics subsystem with discrete
memory. See steps 5 through 7 for fan/heat sink assembly information for tablet models equipped with a
graphics subsystem with UMA memory.
2. Disconnect the fan cables (1) from the system board.
3. Loosen the six Phillips captive screws (2) that secure the fan/heat sink assembly to the system board.
4. Remove the fan/heat sink assembly (3).
NOTE: Steps 5 through 7 apply to tablet models equipped with a graphics subsystem with UMA memory.
See steps 2 through 4 for fan/heat sink assembly information for tablet models equipped with a graphics
subsystem with discrete memory.
5. Disconnect the fan cable (1) from the system board.
6. Loosen the four Phillips captive screws (2) that secure the fan/heat sink assembly to the system board.
7. Remove the fan/heat sink assembly (3).
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 heat sink is removed. Replacement thermal material is included
with the fan/heat sink assembly and system board spare part kits.
Tablet models with a graphics subsystem with discrete memory: Thermal paste is used on the processor (1) and
the heat sink section (2) that services it. Thermal paste is also used on the VGA component (3) and the heat sink
section (4) that services it.
50 Chapter 5 Removal and replacement procedures
Tablet models with a graphics subsystem with UMA memory: Thermal paste is used on the processor (1) and
the heat sink section (2) that services it.
Reverse this procedure to install the fan/heat sink assembly.
Component replacement procedures 51
RTC battery
Description Spare part number
RTC battery L03258-001
Before removing the RTC battery, follow these steps:
1. Shut down the tablet. If you are unsure whether the tablet is o or in Hibernation, turn the tablet on,
2. Disconnect all external devices connected to the tablet.
3. Disconnect the power from the tablet by rst unplugging the power cord from the AC outlet, and then
4. Remove the display panel assembly (see Display panel assembly on page 30), and then remove the
Remove the RTC battery:
and then shut it down through the operating system.
unplugging the AC adapter from the tablet.
following components:
a. Front-facing webcam/microphone module (see Front-facing webcam/microphone module
on page 42)
b. Battery (see Battery on page 39)
c. System board (see System board on page 46)
1. Position the system board upside down with the rear edge toward you.
2. Insert a case utility tool (1) or other similar at-tipped, plastic tool into the slot on the RTC battery socket.
3. Release the RTC battery (2) from the socket.
4. Remove the RTC battery (3).
52 Chapter 5 Removal and replacement procedures
Reverse this procedure to install the RTC battery.
Memory module
Description Spare part number
16-GB (2400, 1.2-V DDR4) 865396-855
8-GB (2400, 1.2-V DDR4) 862397-855
4-GB (2400, 1.2-V DDR4) 862398-855
Before removing the memory module, follow these steps:
1. Shut down the tablet. If you are unsure whether the tablet is o or in Hibernation, turn the tablet on,
and then shut it down through the operating system.
2. Disconnect all external devices connected to the tablet.
3. Disconnect the power from the tablet by rst unplugging the power cord from the AC outlet, and then
unplugging the AC adapter from the tablet.
4. Remove the display panel assembly (see Display panel assembly on page 30), and then remove the
following components:
a. Front-facing webcam/microphone module (see Front-facing webcam/microphone module
on page 42)
b. Battery (see Battery on page 39)
c. System board (see System board on page 46)
Remove the memory module:
1. Position the system board upside down with the rear edge toward you.
WARNING! Take care when removing the memory module shield. The shield has sharp edges that can
result in injuries.
2. Remove the memory module shield that covers the memory module slots.
The memory module shield is available in the Bracket Kit, spare part number L03254-001.
Component replacement procedures 53
3. Spread the retaining tabs (1) on each side of the memory module slot to release the memory module. (The
memory module tilts up.)
4. Remove the memory module (2) by pulling it away from the slot at an angle.
NOTE: Memory modules are designed with notches to prevent incorrect insertion.
Reverse this procedure to install a memory module.
Solid-state drive
Description Spare part number
1-TB, 2280.M2, PCIe-3×4, NVMe, DS solid-state drive L11069-001
1-TB, 2280.M2, PCIe-3×4, SS, HP Z Turbo Drive solid-state drive with TLC L12500-001
512-GB, 2280.M2, PCIe-3×4, NVMe, HP Z Turbo Drive solid-state drive L11071-001
512-GB, 2280, PCIe-3×4, SED, HP Z Turbo Drive solid-state drive with Opal2 and TLC L11072-001
512-GB, M2, SATA-3, FIPS solid-state drive with TLC L11067-001
256-GB, 2280.M2, PCIe-3×4, NVMe, SS, HP Z Turbo Drive solid-state drive with TLC L11070-001
256-GB, PCIe, NVMe, solid-state drive, HP Z Turbo Drive with MLC L11073-001
128-GB, M.2, SATA-3 solid-state drive L11068-001
Before removing the solid-state drive, follow these steps:
1. Shut down the tablet. If you are unsure whether the tablet is o or in Hibernation, turn the tablet on,
and then shut it down through the operating system.
2. Disconnect all external devices connected to the tablet.
54 Chapter 5 Removal and replacement procedures
3. Disconnect the power from the tablet by rst unplugging the power cord from the AC outlet, and then
unplugging the AC adapter from the tablet.
4. Remove the display panel assembly (see Display panel assembly on page 30), and then remove the
following components:
a. Front-facing webcam/microphone module (see Front-facing webcam/microphone module
on page 42)
b. Battery (see Battery on page 39)
c. System board (see System board on page 46)
Remove the solid-state drive:
1. Position the system board upside down with the rear edge toward you.
2. Release the Mylar shield (1) that secures the solid-state drive to the system board.
3. Remove the Phillips M2.0×3.0 screw (2) that secures the drive to the system board. (The solid-state drive
tilts up.)
4. Remove the solid-state drive (3) by pulling it away from the connector.
NOTE: Solid-state drives are designed with notches to prevent incorrect insertion.
Speakers
Reverse this procedure to install the solid-state drive.
Description Spare part number
Speakers (includes left and right speakers and cables) L03253-001
Before removing the speakers, follow these steps:
1. Shut down the tablet. If you are unsure whether the tablet is o or in Hibernation, turn the tablet on,
and then shut it down through the operating system.
2. Disconnect all external devices connected to the tablet.
Component replacement procedures 55
3. Disconnect the power from the tablet by rst unplugging the power cord from the AC outlet, and then
unplugging the AC adapter from the tablet.
4. Remove the display panel assembly (see Display panel assembly on page 30), and then remove the
following components:
a. Front-facing webcam/microphone module (see Front-facing webcam/microphone module
on page 42)
b. Battery (see Battery on page 39)
c. System board (see System board on page 46)
Remove the speakers:
1. Remove the four Phillips M2.0×3.5 screws (1) that secure the speakers to the back cover.
2. Release the retention tape (2) that secures the speaker cable to the back cover.
3. Remove the speakers (3).
NOTE: When removing the speakers, make note of the location of the four rubber isolators (4). Failure to
properly install or damage to these isolators can result in degraded speaker performance.
Reverse this procedure to install the speakers.
56 Chapter 5 Removal and replacement procedures
Hinges
Description Spare part number
Hinges (2, available in the Kickstand Hinge Kit, includes left and right hinges) L13279-001
Before removing the hinges, follow these steps:
1. Shut down the tablet. If you are unsure whether the tablet is o or in Hibernation, turn the tablet on,
and then shut it down through the operating system.
2. Disconnect all external devices connected to the tablet.
3. Disconnect the power from the tablet by rst unplugging the power cord from the AC outlet, and then
unplugging the AC adapter from the tablet.
4. Remove the display panel assembly (see Display panel assembly on page 30), and then remove the
following components:
a. Front-facing webcam/microphone module (see Front-facing webcam/microphone module
on page 42)
b. Battery (see Battery on page 39)
c. System board (see System board on page 46)
Remove the hinges:
1. Remove the four Phillips M2.0×4.7 screws (1) that secure the hinges to the back cover.
2. Remove the hinges (2).
Reverse this procedure to install the hinges.
Component replacement procedures 57
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.
58 Chapter 6 Troubleshooting guide
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.
Subscribers Choice Allows you to sign up for HP product updates. http://www8.hp.com/us/en/subscribe/
HP Support Forums Provide discussions about HP products and issues. http://h30434.www3.hp.com/psg/
Service Access Workbench (SAW)
(Available for technicians and
Business Partners only)
Vendors’ web sites Provide additional information for associated
Provides navigable content intended for use by
internal and outsourced call center sta and can be a
resource for support and product division
professionals.
components such as Intel (processor, WLAN), Microsoft
(Windows 7/8/10), AMD/NVidia (GPU), and so on.
General troubleshooting steps
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.
http://www8.hp.com/us/en/ads/eliteproducts/overview.html
http://h20565.www2.hp.com/portal/site/
hpsc
http://sawpro.atlanta.hp.com/km/saw/
home.do
http://www.intel.com/content/www/us/en/
homepage.html
http://www.amd.com
http://www.nvidia.com
NOTE: General troubleshooting steps do not have to be followed in a specic order if an issue does not apply.
Table 6-1 Troubleshooting methodology and general troubleshooting steps
Identify issue Analyze issue Resolve issue Verify solution
1. Understand the issue
on page 60
2. Examine the environment
on page 62
3. Perform a visual inspection
of hardware on page 63
4. Update BIOS and drivers
on page 63
5. Remove or uninstall recently
added hardware, software
on page 63
6. HP Hardware Diagnostics and
Tools on page 64
7. Status lights, blinking light
codes, troubleshooting lights, and
POST error messages on page 68
8. Hard reset on page 70
9. Soft reset (Default Settings) on page 71
10. Reseat cables and connections
on page 72
11. Test with minimum conguration
on page 72
12. Test with veried working conguration
(hardware and/or operating system)
on page 74
13. Replace the system board on page 74
Verify solution
on page 75
Resources 59
Identify the issue
1. Understand the issue
It is important to understand the issue that occurred, including related symptoms. It helps to understand the
basic computer boot-up sequence as well as the failure itself. The boot-up sequence and associated failures are
described below.
Boot up sequence
The computer performs several steps after you press the power button or restart the computer.
It is important to understand where in the boot-up sequence the symptoms occur. The following table lists the
phases of the boot-up sequence and explains the symptoms that may occur in each phase. For example, a blue
screen error (BSOD) often occurs during the performance phase.
Table 6-2 Boot-up sequence
Item Procedure
Power-on After power button is pressed, the computer boots after all internal power rails (i.e., 5V, 3.3V) are stable.
POST (UEFI/BIOS) Power-On Self-Test (POST) veries that hardware components (processor, hard drive, memory, etc.) are
Conrm that power lights are on fan is spinning.
Common issues: all lights are o; troubleshooting lights are on; does not boot; video is absent.
functional. When POST is complete, the HP logo displays briey and then disappears.
If there are errors, the computer may exhibit blinking lights and POST error messages
Common issues: lights blink, error message appears, hangs.
Performance
(operating system)
Failure classication
Failure classication is a breakdown of dierent types of failures and symptoms that could occur during the
boot-up sequence. Table 3 and table 4 represent the failure classication for common notebook failures.
Table 3 categorizes failures by the boot-up sequence.
1. Power-on: Common issues are No Power, Recycle/Reboot, etc.
2. POST: Common issues are No Boot (have power), Light Flash or Diagnostics Error.
3. Performance: Common issues are Intermittent Loss of Power, Blue Screen, Hang, etc. In many cases, issues
may be identied and associated with a particular hardware (i.e., display, storage).
Table 4 categorizes failures by hardware.
4. Display
5. I/O devices (Input/Output)
6. Storage
System boots to operating system, and Windows logo screen appears.
Common issues: hangs (lock up/freezes), blue screen, video distorted, driver conict, slow performance, display
issue (dead pixel), I/O issue (no speaker sound), wireless/audio unavailable, noise.
See Analyze the issue on page 63 table below for detailed troubleshooting information).
7. Mechanical
60 Chapter 6 Troubleshooting guide
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 61
and Table 6-4 Failure classication by hardware devices and mechanical on page 62). 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 77
2. Intermittent power-on, shutdown,
reboot on page 79
3. AC adapter issue on page 80
4. Battery not recognized, not charging
on page 81
5. Battery discharges too fast
on page 82
6. Burnt smell on page 83
a,b,c
similar symptoms
a
1. No video (with power) on page 84
2. Blinking lights on page 85
3. Diagnostics error messages
on page 86
4. BIOS password on page 87
1. Intermittent shutdown on page 88
2. Blue screen (BSOD) error on page 114
3. Freeze at Windows Logo (hang/lockup)
on page 92
4. Electromagnetic Interference (EMI)
on page 93
5. No wake up on page 93
6. Unresponsive on page 95
7. Slow performance on page 95
8. HP Smart Adapter warning message
on page 96
9. Incorrect time and date on page 97
a
c
b
General troubleshooting steps 61
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 97
2. Dead pixel on page 99
3. No video (internal)
on page 99
4. No video (external)
on page 100
5. DisplayPort/VGA
on page 100
6. HDMI on page 100
7. No or bad external video
via docking on page 101
8. Incorrect or missing color/
distorted image
on page 101
9. Touch screen on page 102
b,c,d
similar symptoms
d
d
2. Examine the environment
1. Keyboard on page 103
2. Keyboard point stick
on page 104
3. Keyboard backlight
on page 104
4. TouchPad on page 105
5. Network connectivity
wireless (WLAN)
on page 105
6. WWAN on page 106
7. USB on page 107
8. Smart card reader
on page 108
9. Speaker, headphone audio issues on page 109
10. Thunderbolt (TB)
on page 110
1. Hard drive/solid-state
drive not recognized
on page 112
2. No boot to operating
system (no read/write
error) on page 112
3. Read-write error
on page 113
4. Slow performance
on page 95
5. Blue screen (BSOD) error
on page 114
6. Noisy hard drive
on page 114
c
b
1. Fan/heat sink assembly
on page 49
2. Noise (sound) on page 116
3. Fan runs constantly
on page 117
4. HP Thermal Monitor
on page 67
5. Stuck power button
on page 119
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 lockup.
62 Chapter 6 Troubleshooting guide
3. Perform a visual inspection of hardware
It is important to do a visual inspection of the hardware itself. Perform physical inspection of the computer:
● Look for abnormalities such as a cracked display, dented battery, broken latches for battery bay, keyboard
key caps popped out, dust over connectors, liquid spill over keyboard, etc.
● Look for signs of drop, movement, or vibration that may cause internal and external loose connections.
4. Update BIOS and drivers
IMPORTANT: Whenever possible, update to the latest BIOS, rmware, and drivers before troubleshooting.
Note that some customer company policies prohibit updates. Check your company policy before taking action.
The updates may include xes for your computer issues, and they may also enhance system performance. HP
continually improves the update process to make it easier. The BIOS update can be done locally through a
manual process, through an automatic installation, or through a remote installation on multiple units.
Manually updating BIOS and drivers
● See the Computer Setup chapters to manually update BIOS and drivers.
● Refer to specic BIOS update installation instructions that accompany the download.
Remotely deploying BIOS and drivers
Instead of manually searching for and downloading each SoftPaq, users and IT personnel can use two tools to
identify and download all appropriate SoftPaqs for the selected HP models.
● HP SoftPaq Download Manager (SDM) is a software tool designed to streamline the download, extraction,
and installation process of SoftPaqs, including BIOS and drivers.
● HP System Software Manager (SSM) is a software tool designed to simplify the deployment of SoftPaqs to
HP computers.
Analyze the issue
5. Remove or uninstall recently added hardware, software
HP has designed this computer and validated it using a full-range hardware and software qualication matrix. If
an issue appears to have started recently, it may be related to the recent addition of hardware or software. A
good method to determine the root cause is to remove recently added components or uninstall applications one
at a time and restart the computer when necessary.
IMPORTANT: After you have completed the process of uninstalling hardware or software and are ready to
reinstall, when installing a new device be sure that it is seated properly and all cables are correctly connected.
After installing the device, restart the computer and make sure the new device is powered on. In addition, if the
new device is a root cause of a problem, it could cause a conict in drivers or incompatibility issues with other
programs installed. For any new hardware you have added, be sure to install the latest drivers available from the
device vendor website.
General troubleshooting steps 63
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 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
64 Chapter 6 Troubleshooting guide
2. When the diagnostic tool opens, use the keyboard arrow keys to select the type of diagnostic test you want
to run, and then follow the on-screen instructions.
Screen shot appearance may vary.
NOTE: Users should utilize this tool, especially when the computer cannot boot to Windows.
NOTE: If a component fails a test, write down the information so it is available when contacting support. The
information is also available in Test Logs on the Main Menu.
For more information, see the chapter titled “Using HP PC Hardware Diagnostics (UEFI).”
General troubleshooting steps 65
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.
66 Chapter 6 Troubleshooting guide
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 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 ftp://ftp.hp.com/pub/idr/ImageDiags/,
this tool collects information about the current state of the computer, including product serial number, platform
and BIOS information, and information about user-installed software and hardware components. HP encourages
you to review the report before sending it to support. The report may assist you with diagnostics and solutions
to problems you encounter.
HP Thermal Monitor
NOTE: Available only to authorized service providers/technicians.
Available only for HP internal use, HP Thermal Monitor can be used to stress the processor and GPU and monitor
the temperature values of various components in the system. The components that are currently monitored
include the processor, GPU, ACPI thermal zones, hard drive, and battery. The tool reads the temperatures of the
components, logs the data, and helps to determine whether the computer would overheat in the event of
thermal shutdown, fan spinning loud, etc.
Non HP diagnostics tools
Windows-to-Go USB
Windows-To-Go USB is a Microsoft-based tool for Enterprise editions of Windows that can help in
troubleshooting. You can nd a process online about how to create a live Windows USB drive. For more
information, see https://technet.microsoft.com/en-us/library/hh831833.aspx.
Intel Processor Diagnostic Tool
Determine what processor is in your computer and verify the processor operating frequency. The tool also tests
specic processor features and performs a stress test on the processor. For more information, see
http://www.intel.com/support/processors/sb/CS-031726.htm?iid=subhdr+tools_procdiagtool.
General troubleshooting steps 67
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.
AC adapter and battery light White: The computer is connected to external power and the battery is charged from 90 to 99
percent.
Amber: The computer is connected to external power and the battery is charged from 0 to 90
percent.
Blinking amber: A battery that is the only available power source has reached a low battery
level. When the battery reaches a critical battery level, the battery light begins blinking rapidly.
By default, the critical battery level is dened in Power Options as 5%.
O: The battery is fully charged.
68 Chapter 6 Troubleshooting guide
Blinking light codes
During startup, the computer may not boot properly. If this occurs, blinking light codes that will help identify
what is causing the issue. The computer uses the blinking lights below to identify a hardware component that
reports an error during startup. For more information, see Blinking lights and boot error codes on page 120.
Table 6-5 Boot-error codes
Blink codes Error
Amber battery light: blinks 1 Hz
continuously
Caps/num lock lights = 1 blink Processor not executing code
Caps/num lock lights = 2 blinks BIOS recovery code unable to nd valid BIOS recovery image
Caps/num lock lights = 3 blinks Memory module error
Caps/num lock lights = 4 blinks Graphics controller error
Caps/num lock lights = 5 blinks System board error
Caps/num lock lights = 6 blinks Intel Trusted Execution Technology (TXT) Error
Caps/num lock lights = 7 blinks Sure Start unable to nd valid BIOS Boot Block image
Caps/num lock lights = 8 blinks Sure Start has identied a problem (Manual Recovery Policy Set)
POST error messages
The Power-On Self-Test (POST) is a series of diagnostic tests that runs automatically when the computer is
powered on. If the POST encounters a problem, visual error messages are displayed before the operating system
starts. POST checks the following items to ensure that the computer system is functioning properly:
● Memory
● Processors
Embedded controller unable to load rmware
● BIOS
● Mass storage devices
● Fans
The following table describes errors encountered during HP PC Hardware Diagnostics (UEFI).
Table
6-6 System diagnostics failure codes and user actions
Test description Failure description Error code Suggested user actions
Startup Test Memory module 200 Attempt to reseat the memory module and then repeat the test.
For details on troubleshooting issues related to the memory
module, search for support documentation at http://www.hp.com/
support.
Startup Test Hard Disk 1 SMART 301 Attempt to reseat the hard drive and repeat the test. The hard
drive may have failed.
Boot Device Manager Boot device not found 3F0 Reset BIOS. Then reseat the hard drive and repeat the test.
BIOS Recovery BIOS Recovery Occurred 500 This message indicates that BIOS recovery was completed
successfully. No further action is required.
General troubleshooting steps 69
Table 6-6 System diagnostics failure codes and user actions (continued)
Test description Failure description Error code Suggested user actions
BIOS Application BIOS Application Error 501 The BIOS installation may have become corrupted. Download the
CMOS Recovery CMOS Recovery Occurred 502 This message indicates that CMOS recovery was completed
Battery Check Primary Battery Replace 601 This message indicates that the primary battery has very low
Wireless Modules Not installed or responding 701 Reseat the wireless LAN adapter module and antennas.
Fan Fan not operating correctly 90B The system fan may be malfunctioning. Replace the fan.
Resolve the issue
latest version of the BIOS and install it.
If reinstalling the BIOS fails, contact support for further assistance.
successfully. No further action is required.
capacity. Search for support documentation at
http://www.hp.com/support for details on using the HP Support
Assistant to verify the battery capacity and, if necessary, order a
replacement.
Because seating or reseating a wireless LAN adapter is unique to
each computer model, see the WLAN module removal section in
the removal and replacement chapter for further details.
Contact support if third-party wireless adapters are installed in the
computer.
8. Hard reset
A hard reset (or forced reset) erases all information in the computer's memory and may restore functionality.
Resetting the computer forces the system to clear and reestablish the connections between the BIOS and the
hardware. For more information, see http://support.hp.com/us-en/document/c01684768.
Performing a hard reset might x the following common conditions:
● Windows stops responding.
● Computer stops before Windows loads, indicated by incomplete boot-up, blinking cursor on a black
● 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
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.
background, and errors relating to operating system not found or a missing drive.
in this document.
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.
70 Chapter 6 Troubleshooting guide
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. Disconnect the battery.
6. Press and hold the power button for at least 15 seconds to drain residual power.
7. Reconnect the battery and plug the AC adapter back into the computer, but do not connect any of the
peripheral devices.
8. Press the power button to turn on the computer.
9. If a startup menu appears, use the arrow keys to select Start Windows Normally, and then press the Enter
key.
10. 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. If the computer has a replaceable RTC
battery, see the RTC battery replacement section for the battery removal/replacement.
9. Soft reset (Default Settings)
NOTE: Some company policies prohibit updates or changes. Check whether the computer has custom BIOS
settings before taking action.
If your computer is having issues booting, has errors during boot, is running into issues after adding hardware, or
you are having other abnormal system behaviors that cannot be resolved through any other methods (i.e., hard
reset), it may be necessary to reset the system BIOS to default settings.
To load BIOS to default settings: Reboot the computer, and then press F10 > Main > Restore defaults. For more
information, see the BIOS F10 Setup technical white paper at http://support.hp.com, enter your computer
model, and then go to Manuals > White papers > HP PC BIOS F10 Setup Guide.
General troubleshooting steps 71
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 132 and Connector types on page 133 for suggested cable
management practices when removing and installing components.
You can access and reseat connections for Customer Self-Repair (CSR) parts (see the “Removal and replacement
procedures for Customer Self-Repair parts” chapter for details). Examples of reseating hardware include:
● Reseating the battery into the battery bay can resolve no-battery found and no-charging issues.
● Reseating memory modules can resolve memory error, no-boot, and blue screen issues.
● Reseating the hard drive can resolve a POST error 3F0 (no boot device) issue (see POST Error Messages and
User Actions on page 123).
● 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 123).
● 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.
● 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.
72 Chapter 6 Troubleshooting guide
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.)
● 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
Safe mode
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:
● http://support.hp.com/us-en/document/c01835750
● http://support.hp.com/us-en/document/c03439317
General troubleshooting steps 73
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 67 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 63, 7. Status lights, blinking light codes, troubleshooting lights, and
POST error messages on page 68, 8. Hard reset on page 70, and 9. Soft reset (Default Settings) on page 71,
and/or 10. Reseat cables and connections on page 72 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 59 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.
74 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 59), 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://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.
Helpful Hints 75
During operation
1. To wake the computer:
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
c. If the system does not shut down, unplug the power cord, wait a few seconds, and then plug it in
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.
system by pressing and holding the power button for at least four seconds.
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.
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
76 Chapter 6 Troubleshooting guide
● Third-party hardware or software
● Operating system type and revision level
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 60 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.
Items Procedures
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 62).
Perform a hard reset (8. Hard reset on page 70).
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.
NOTE: Refer to battery replacement section for
removing/replacing the battery
● 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 68). Rear power light indicates external
power to the computer is good.
Verify battery condition/status
1. Check battery condition (overall result, cycle life, voltage, etc.) using HP PC
Hardware Diagnostics (UEFI) or HPSA tools.
Common issues and possible solutions 77
Items Procedures
2. Verify that battery is installed properly in battery bay without a gap and that
latch locks are tight (for models with removable batteries).
3. Check battery status light (7. Status lights, blinking light codes,
troubleshooting lights, and POST error messages on page 68). 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: Select models include a power cable
between the system board and chassis power
connector.
Verify blinking lights (7. Status lights, blinking light codes, troubleshooting lights,
Verify system board
Tips and tricks Computer automatically boots without pressing power button when RTC 3V battery
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 68)
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. Test essential hardware conguration (11. Test with minimum conguration
on page 72, 12. Test with veried working conguration (hardware and/or
operating system) on page 74, 13. Replace the system board on page 74) by
removing nonessential parts.
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.
78 Chapter 6 Troubleshooting guide
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
Items Procedures
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 77.
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 77).
1. Visually check power ports on both AC adapter and computer sides.
2. 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 72)
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 79
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 62).
2. Remove all external devices, including docking station.
3. Perform a hard reset for the computer (8. Hard reset on page 70).
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 96 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 68). 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
80 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.
Battery not recognized, not charging
Items Procedures
Symptoms
● No battery status light
● Blinking amber (critically low battery level)
● No boot without AC adapter
Troubleshooting steps
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.
Visual inspections
1. Inspect battery connectors for any signs of damage.
2. Verify that battery is installed properly in battery bay without gap or
obstructions and latch locks are tight. Reseat battery (for models with
removable batteries).
3. Determine whether battery gets hot (batteries heat up when charging, but not
too hot to touch).
Check battery warranty to see whether the battery is new or its warranty is expired.
Battery capacity degrades over time.
Verify front battery status light
1. Battery status light is o: battery not recognized.
2. Battery status light is blinking amber: critically low battery level.
Reset
1. Hard reset (8. Hard reset on page 70)
2. Soft reset (9. Soft reset (Default Settings) on page 71)
Verify AC adapter
1. Determine whether the computer needs the AC adapter to boot and operate.
Sometimes, intermittently bad AC adapter and loose connection between
adapter and computer results in inability to charge battery which causes short
run time.
2. Inspect AC adapter to verify that it is functioning.
3. Test with a working AC adapter and conrm whether battery is charging.
4. Be sure that battery is fully charged (AC adapter plugged in at least 2.5 hours).
Diagnostics: HP tools will report results such as passed, calibrate, weak, replace, no
battery and unknown, and suggest corresponding actions.
Use HP Hardware Diagnostics (UEFI) (6. HP Hardware Diagnostics and Tools
on page 64)
● HP PC Hardware Diagnostics (UEFI) is a good tool to use to isolate and
determine faulty battery, especially for quickly discharging (short life) battery.
Use HP Support Assistant tools in Windows (HP Support Assistant (HPSA)
on page 66)
1. Verify that battery is recognized and charging.
2. Verify battery condition if battery cycle life is over specs (i.e., long life of 1000-
cycle life and 3-year warranty). Battery may have premature capacity loss
within its cycle life or warranty.
Common issues and possible solutions 81
Items Procedures
Tips and tricks See the computer user guide for instructions regarding battery maintenance and
Battery discharges too fast
Items Procedures
3. If issue remains, test with a veried working battery and verify battery status
lights and battery conditions.
4. If issue remains, replace system board.
5. Verify the new replacement.
increasing battery life. Also reference http://support.hp.com/us-en/document/
c01297640?jumpid=hpr_r1002_usen_link3.
Symptoms
Battery has good status light but discharges too
fast
Verify battery: Battery capacity can degrade over time, so check the warranty
Possible causes
AC adapter and/or battery.
Troubleshooting steps
Verify AC adapter
Determine whether the computer needs the AC adapter to boot and operate.
Sometimes, intermittently bad AC adapter and loose connection between adapter
and computer results in inability to charge battery and causes short run time.
1. Inspect AC adapter to verify that it is working.
2. Test with AC adapter alone and with a veried working AC adapter.
coverage. Run a battery test to conrm if issue is hardware-related.
1. Review battery power plans in Control Panel > Power Options that may
consume more energy and discharge battery faster. Resetting default to
Power Saver option can conserve battery power.
2. Determine whether any graphics processing is running.
3. Verify battery maintenance and operations. Leaving the battery at a high level
of charge in a high-temperature environment for extended periods
accelerates the loss of capacity.
4. Test and calibrate battery using HP PC Hardware Diagnostics (UEFI).
5. Verify battery life cycle using HP Support Assistant tool.
If battery cycle life is over specs (long life battery of 1000-cycle life and 3-year
warranty), battery may have capacity loss beyond its lifecycle or warranty.
6. Compare discharge time with a veried working battery (remove AC adapter)
using Hardware Diagnostics (UEFI) > Hard Drive Tests > Extensive Test > Loop
until error.
Tips and tricks To conserve battery power, turn o Wireless On-O button and other
82 Chapter 6 Troubleshooting guide
peripherals/USB devices, applications, processes (in Task Manager) when not in use;
also, reduce screen brightness.
Follow HP instructions of how to maintain battery and increase battery life. Also
reference http://support.hp.com/us-en/document/c01297640?
jumpid=hpr_r1002_usen_link3.
Burnt smell
Items Procedures
Symptoms
Emits smoke, burnt smell
Troubleshooting steps
The sections below are intended for authorized service providers/technicians.
Further inspection on components
Possible causes
Defective on-board components.
General visual inspection
1. Disconnect the computer from power source (AC adapter and battery).
2. Inspect for visual damage on AC adapter and battery. Test on a known
working computer to isolate issue. If issue follows AC adapter or battery,
replace it.
3. Inspect any sign of liquid spill on the computer (back of keyboard).
1. Inspect further sources internally after disassembling chassis, such as burnt or
damaged components.
2. If the issue persists, replace boards, AC adapter, and battery for safety
concern and report issues to HP.
Common issues and possible solutions 83
POST
No video (with power)
Items Procedures
Symptoms
● No video (black/blank image) but have power
● Light activity
● No error messages
● Fan noise
● Hard drive light blinking and hard drive noise
Troubleshooting steps
Possible causes
Failed display
Failed critical components (memory, hard drive, system board)
Loose connection
Recently added hardware
NOTE: Assume the computer has not previously been set up for multiple displays.
Quick check
1. Verify that system light activity is OK.
2. Remove all external devices, including docking station. Recently added
hardware and/or applications may cause graphics driver conict and result in
loss of video.
3. Perform hardware reset (8. Hard reset on page 70) and verify that HP Logo is
presented correctly on display screen when pressing F10.
4. Test with external monitor via VGA port (or DisplayPort, HDMI, etc). Press
power button and close the computer lid to force video output to external
video. If unsuccessful, contact HP service.
5. If external video is OK, update BIOS, software, and drivers (4. Update BIOS and
drivers on page 63) and perform soft reset (9. Soft reset (Default Settings)
on page 71) if needed. Go to next step to verify display.
Verify display
● When booting to Windows, determine whether image appears on display
screen (via Windows Screen Solutions or Windows logo + P for display
switcher).
● If there is video on display, disconnect external display device, open the
computer lid and restart.
The sections below are intended for authorized service providers/technicians.
1. Verify Power Good lights are on to be sure that system board power is
functional.
2. Reseat display cable connection on system board.
3. Reseat display cable connection on display panel side.
4. Examine and reseat major components, such as hard drive, memory.
5. Test with minimum conguration (11. Test with minimum conguration
on page 72) by removing hard drive to isolate operating system issues and
testing video in F10 Setup.
6. If video is present, restart and retest the computer.
7. If video is present but bad, go to Display on page 97 section.
8. If issue persists (no video), test with external video.
84 Chapter 6 Troubleshooting guide
Items Procedures
Tips and tricks Swipe a metal piece (screwdriver) over wireless/mute buttons to act as if closing lid
Blinking lights
Items Procedures
9. If issue persists, test or replace a conrmed working display.
10. If issue persists, replace discrete graphics card.
11. If issue persists, replace system board due to defective video function.
to force video output to external display device. See the “External component
identication – Display” section for location of the magnetic sensor.
Symptoms
Lights blink on keyboard caps lock/num lock keys
Troubleshooting steps
Note Since the display may not be functional, lights are used to indicate an error.
Possible causes
Blinking lights on startup usually indicate a problem with basic functionality of a
critical component (processor, BIOS, graphics cards, memory, etc.) due to loose
connection, defective parts, or recently added parts.
1. Check for any blink patterns. Count the number of blinks in a sequence,
followed by a pause for a few seconds.
2. See Status, Blinking Lights, and Error Message (7. Status lights, blinking light
codes, troubleshooting lights, and POST error messages on page 68) for
corrective actions.
3. If internal hardware components (memory, hard drive, etc.) have been
recently added, a component may not be connected properly. Remove and
reseat new components (10. Reseat cables and connections on page 72) one
at a time.
Common issues and possible solutions 85
Diagnostics error messages
Items Procedures
Symptoms
● Computer has power
● POST error message displays (Windows logo
has not yet appeared)
Troubleshooting steps
Possible causes
Diagnostic error messages indicate a problem. There may be a problem with the
instruction being sent from the BIOS to a hardware component (e.g., keyboard
failures), or incompatible hardware. Can usually be resolved by installing updated
rmware for the component.
1. See 7. Status lights, blinking light codes, troubleshooting lights, and POST
error messages on page 68 for corrective actions. An example of a POST error
message is shown below.
2. If there is power, you may be able to access BIOS. Reset BIOS to its default
condition. (9. Soft reset (Default Settings) on page 71)
3. Restore hardware to its original condition (i.e., bootable solid-state drive
instead of hard drive).
4. Reseat suspected components and verify connection.
5. Test suspected components using HP PC Hardware Diagnostics (UEFI) tool.
Note An Error Message means the system has nished BIOS hardware validation and is
ready to launch the Startup Menu. To access the Startup Menu for further options,
press the Esc key while restarting the computer.
86 Chapter 6 Troubleshooting guide
BIOS password
Items Procedures
Symptoms
Some sections are unavailable (grayed out)
Troubleshooting steps
Reference HP F10 Setup Overview
Performance (OS)
NOTE: Most software problems occur as a result of the following:
Possible causes
BIOS administration password is required.
1. Review F10 BIOS Setup Overview to determine which features must be
enabled.
2. Your BIOS settings may be managed by a BIOS administrator password setup.
3. If you lost or forgot user password, contact your IT personnel.
4. If you lost or forgot administrator password, contact HP service to reset the
password. This process requires a unique UUID.
http://h10032.www1.hp.com/ctg/Manual/c04460979
http://h10032.www1.hp.com/ctg/Manual/c04685655
2015 Business PC models – see the BIOS F10 Setup technical white paper at
http://support.hp.com, enter your computer model, and then go to Manuals > White
papers > HP PC BIOS F10 Setup Guide.
● The application was not installed or congured correctly.
● There is insucient memory available to run the application.
● There is a conict between applications.
Make sure that all the needed device drivers are installed.
If an operating system other than the factory operating system is installed, check whether the operating system
is supported and the application is certied for the version of the operating system.
HP ships and supports Windows 7 with BIOS Legacy boot mode and Windows 8, 10 with BIOS UEFI boot mode.
Therefore, HP recommends that you switch BIOS boot mode from Legacy to UEFI Native for clean Windows 8, 10
installations, or to UEFI Hybrid (if available) for upgrading the option from Windows 7 to Windows 8, 10. UEFI
Windows 8, 10 avoids many unexpected behaviors (i.e., blue screen error, graphics/video issues) in the BIOS
Legacy setting.
Common issues and possible solutions 87
Intermittent shutdown
Items Procedures
Symptoms
● Shutdown during startup
● Shutdown during operation
Troubleshooting steps
Power related issue
OS custom settings
Possible causes
It is often dicult to troubleshoot an intermittent issue. Possible causes include the
following:
Power-related issue: defective or insucient power sources, poor connection.
OS Custom Setting: Energy Saver (Power Management).
Thermal-related issue: thermal sensors reach limits.
Hardware related issue: voltage, out-of-range current; electrical short.
1. Update BIOS and drivers. (4. Update BIOS and drivers on page 63)
2. Perform hard reset (8. Hard reset on page 70)
3. Perform soft reset (9. Soft reset (Default Settings) on page 71)
1. Verify functionality of AC adapter alone. If no functionality, test with a veried
working adapter.
2. Verify battery alone. Verify that battery is not depleted. Test battery using HP
PC Hardware Diagnostics (UEFI) tool.
3. Verify connection of power button, power cable.
1. Advise users to reset power options and close all applications that are not in
use, including applications in the background.
2. Test with a conrmed working operating system to isolate custom settings by
users or any conicting applications that cause shutdown.
The sections below are intended for authorized service providers/technicians.
Thermal-related issue
1. Verify thermal condition:
a. Test fan using HP PC Hardware Diagnostics (UEFI) tool (6. HP Hardware
Diagnostics and Tools on page 64)
b. Check fan and connection. Reseat fan cable.
c. Be sure that no obstructions or dust are in heat sink fan, n, or vent.
d. Test with a veried working fan.
e. Remove old thermal compound and pads and replace with new
compound and pads.
2. Verify thermal solution:
○ Use Thermal Monitor tool (available only to authorized service providers/
technicians) to perform stress test (processor and GPU) (6. HP Hardware
Diagnostics and Tools on page 64) and verify that thermal sensors are
within limits after thermal condition is serviced.
Hardware related issue
1. Check for any signs of loose connections, bent pins, stray wires, dust, nearly
faulty parts (bulging/leaking capacitor).
88 Chapter 6 Troubleshooting guide
Blue screen
Items Procedures
2. Verify that lights are solid.
3. If shutdown is reproducible, test essential hardware conguration:
a. If no issue with hardware conguration, reinstall one non essential
component at a time to determine faulty hardware.
b. If issue persists, replace essential hardware with a conrmed working
part, one at a time. If no boot, replace system board.
Tips and tricks Intermittent issue is dicult to reproduce and troubleshoot. It is important to record
details on shutdown frequencies, system conguration (3D video application) and
operating conditions.
Items Procedures
Symptoms
● Have power, light activity, fan spinning
● HP Logo displays briey
● Fails to boot into Windows operating system,
displays blue screen, and then crashes,
restarts, or stops responding
Important Notes & Resources Troubleshooting steps
Possible causes
Recent changes: conict of instructions from multiple programs or just added
hardware.
Incompatible hardware and driver.
Poor connection (hard drive, memory).
Hardware malfunctioning due to overheating (GPU, processor).
Defective hardware (memory, hard drive).
There are many dierent ways to troubleshoot a blue screen error. Therefore, you
need to identify working conguration (Windows 7/8/10) and specic symptoms of
the failure in order to narrow down the issue. Refer to Blue screen (BSOD) error
on page 114.
Recommended resources
Microsoft knowledge base:
http://windows.microsoft.com/en-us/windows-8/resolve-windows-blue-screenerrors
For more information search for HP Troubleshooting Error Messages on a blue
screen at http://www.hp.com.
Overview of General Troubleshooting Steps for a blue screen error
1. Note the blue screen error message and what activity was performed at the time.
2. Perform a hard reset (8. Hard reset on page 70) after disconnecting all external peripherals.
3. Reset BIOS to default (9. Soft reset (Default Settings) on page 71) to prevent booting to another device.
4. Run HP Hardware Diagnostics (6. HP Hardware Diagnostics and Tools on page 64) to isolate major faulty
hardware issues.
Common issues and possible solutions 89
● HP PC Hardware Diagnostics (UEFI) tool to test hard drive, memory and system.
● Thermal Monitor (available only to authorized service providers/technicians) tool to monitor
temperature limits of processor and GPU. See “HP Thermal Monitor” in 6. HP Hardware Diagnostics
and Tools on page 64.
5. Remove or undo recently added hardware (5. Remove or uninstall recently added hardware, software
on page 63). For example, incompatible memory or new solid-state drive storage.
6. Reseat cables and connections (10. Reseat cables and connections on page 72). Pay attention to proper
installation of memory and hard drive.
7. Verify that a minimum of at least 100 MB of free space is available on your Windows partition.
8. If you can start Windows:
a. Update BIOS and drivers (4. Update BIOS and drivers on page 63) to support updates for
incompatibilities.
b. Get all the latest updates, using Windows Update.
c. Undo recent changes:
– Startup using Last Known Good Conguration.
– Use System Restore.
– Roll back device driver in Device Manager.
d. Check for specic Error Message. See Common Blue Screen Error Messages on page 125.
e. Boot to safe mode (11. Test with minimum conguration on page 72) to troubleshoot issues.
9. If you cannot start Windows:
a. Boot to safe mode. (11. Test with minimum conguration on page 72)
b. Use Startup Repair to x Windows startup les.
c. Undo recent changes using System Restore to revert to a previous “working” state.
d. Check for specic STOP error by analyzing Crash Dump (retrieved via a bootable USB). See Use
Windows Debugging Tool on page 126.
e. Restore computer using System Recovery or image backup to factory settings.
10. Lastly, test with essential hardware conguration (11. Test with minimum conguration on page 72) along
with a veried working operating system (i.e., USB Windows-To-Go), if available, to isolate the software
issue.
Tips & tricks
In some cases, the computer may reboot automatically before you have time to read the blue screen.
To identify the error message itself, disable the automatic restart using one of the following methods:
Right-click on My Computer, and then select Properties > Advanced. Under Startup and Recovery, select Settings.
Clear the Automatically Restart check box.
90 Chapter 6 Troubleshooting guide
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